Collect troubleshooting data for Application Performance Analyzer for z/OS"

Resolving The Problem

MustGather: Read first table of contents:

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	Gathering general information
	Gathering problem specific information
	Submitting information to IBM Support

General hints and tips

What is a Mustgather document and how does it help me?

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Gathering general information

General information is information that is needed for any reported problem, and this information includes the following:

• A complete description of the problem, including the following:
• When did the problem first occur?
• Is the problem a one time failure or reoccurring?
• Was software maintenance applied?
• A test scenario including what the application was doing at the time of the failure and the commands used.
• Application Performance Analyzer for z/OS version and maintenance level. Use VER to obtain your Application Performance Analyzer version. For additional information, refer to How to determine service level.
• Compiler or Assembler version.
• Subsystem (CICS, DB2, IMS, WAS) version, release, and modification. If you do not know the subsystems used in your environment, contact your system administrator.
• Operating system OS/390 or z/OS version, release, and maintenance level if known. This information can be obtained through SMP/E.
• Language Environment version and maintenance level if known. The version is often the same as the operating system version that you are running.
• A valid contact phone number and email address

Gathering problem specific information

Click on the problem type or component that best describes your Application Performance Analyzer problem. This will provide you with a listing of the documentation that the support team requires to diagnose your problem.

Application Performance Analyzer problems

Abend occurring in either Application Performance Analyzer or your application

Unexpected results

Installation problem

CICS problem

MQSeries problem[

IMS and DB2 problems

Source program mapping problem

Abend occurring in Application Performance Analyzer or your application

Gather the following documentation for abends before calling IBM support:

• SYSMDUMP. For information on how to request a dump under Language Environment, refer to http://www.ibm.com/servers/eserver/zseries/zos/le/assist/support/10573r7.html.
• If your environment includes a CICS region, see CICS problem.

Unexpected results

Gather the following documentation for unexpected results before calling IBM support:

• Application Performance Analyzer started task output and the output from the command you used
• Screen shots of the report you were trying to view or any error messages you received
• Exported sample file. You can export the sample file using the EXP command. The sample file contains diagnostic messages and is useful for a failed sample and also to recreate reporting problems. The sample file also records release levels of the operating system, subsystems being monitored, and your Application Performance Analyzer service level.
• If sampling is not obtaining the correct or required information, change the DiagLevel in the CAZCNFG0 member from 1 to 7 and recycle the started task to collect more data in the sample file. If DiagLevel 7 is specified, Application Performance Analyzer records messages that are written to the log in the sample file. Do not specify DiagLevel7 for Java unless you are requested to do so as it produces a lot more data and can fill data space quickly.
• If a report abends when displayed, and gives a PSW and register contents, then cut and paste this information and include this in the information that is sent to the Application Performance Analyzer service team.

Installation problem

Gather the following documentation for installation problems before calling IBM support:

• SMP/E output from APPLY problems
• JES output from failed job runs including failing IVP runs

CICS problem

Gather the following documentation for CICS problems before calling IBM support:

• CICS version, release, and maintenance level. Contact your CICS administrator for this information.
• Steps leading up to the failure.

• If the problem cannot be recreated gather the following:
• A SYSMDUMP that includes CICS trace information. In order to create a SYSMDUMP that includes CICS trace information, you must specify the following before creating a SYSMDUMP:
1. Use CETR to set all domains to ‘1’, except for ‘AP’ which is set to ‘1-2’.
2. If you are using Remote Debug via TCPIP, set 'SO' to '1-2'
3. If you encountered a storage problem, for example, a short-on-storage (SOS) error, set the trace component SM to '1-2'
4. Trace Table Size must be set at a minimum of 10 megabytes.
5. Use CEMT INQ SYS to verify the dumping parameter is set to SYSDUMP. If it is not, set to SYSDUMP by over typing the current value.
6. Set up a TRD for the CICS abend code you are seeing. For example, CEMT SET TRD(ASRA) ADD SYSDUMP
• JES output for CICS region

MQSeries problem

Gather the following documentation for MQSeries problems before calling IBM support:

• Exported sample file. You can export the sample file using the EXP command. The sample file contains diagnostic messages and is useful for a failed sample and also to recreate reporting problems. The sample file also records release levels of the operating system, subsystems being monitored, and your Application Performance Analyzer service level.
• MQ release
• Type of job being monitored

IMS and DB2 problems

Gather the following documentation for IMS and DB2 problems before calling IBM support:

• Exported sample file. You can export the sample file using the EXP command. The sample file contains diagnostic messages and is useful for a failed sample and also to recreate reporting problems. The sample file also records release levels of the operating system, subsystems being monitored, and your Application Performance Analyzer service level.

Source program mapping problem

Gather the following documentation for source program mapping problems before calling IBM support:

• Exported sample file
• Copy of the source program mapping dataset(s) being loaded in TSO XMIT format

Submitting information to IBM Support

After a Problem Management Record (PMR) is open, you can submit diagnostic MustGather data to IBM using one of the following methods:

FTP diagnostic data to IBM
If FTP is not possible, email diagnostic data to techsupport@ecurep.ibm.com. You must add PMR xxxxx bbb ccc in the subject line of your email. xxxxx is your PMR number, bbb is your branch office, and ccc is your IBM country code.

Always update your PMR to indicate that data has been sent. You can update your PMR, or open a new PMR, in one of two ways:

• Online: Go to the Submit and track problems page on the IBM Software Support site or IBMLink to open an Electronic Technical Response (ETR). Enter your information into the appropriate problem submission tool.
• By phone: Call 1-800-IBMSERV (1-800-426-7378) in the United States or, from other countries, go to the contacts page of the IBM Software Support Handbook on the Web (techsupport.services.ibm.com/guides/contacts.html) and click the name of your geographic region.

General hints and tips

• Search for known problems on the Application Performance Analyzer Web site.
• Search the Application Performance Analyzer for z/OS documentation in the IBM System z Enterprise Development Tools and Compilers information center.
• Search Lookat Messages for detailed message information.
• Obtain the latest Application Performance Analyzer maintenance.
• Review Preventive Service Planning buckets if you are installing or migrating Application Performance Analyzer for z/OS.
• Learn about the Electronic Service Request (ESR) tool for submitting problems electronically.

What is a Mustgather document and how does it help me?

MustGather documents aid in problem determination and save time resolving Problem Management Records (PMRs). These documents are located on the product support sites and contain specific instructions about what documentation to gather for specific problems. You can find MustGather documents by searching on the word MustGather on the eSupport Web page:

http://www.ibm.com/software/awdtools/deployment/support/

Collecting MustGather data early, even before opening the PMR, helps IBM® Support quickly determine if:

1. Symptoms match known problems (rediscovery).


2. There is a non-defect problem that can be identified and resolved.


3. There is a defect that identifies a workaround to reduce severity.


4. Locating root cause can speed development of a code fix.

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