Question & Answer
Question
How do I collect troubleshooting data for problems with IBM® Content Manager OnDemand for Multiplatforms?
Answer
Gathering troubleshooting data before contacting IBM Support aids in problem determination, helps to familiarize you with the troubleshooting process, and saves time resolving the problem.
Collecting data helps IBM Support determine whether:
- Symptoms match known problems (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- There is a defect that identifies with an immediately available fix.
- There is a defect that identifies a workaround to reduce severity.
Collecting data: Read First table of contents:
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Gathering general information |
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Gathering component-specific information |
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Submitting information to IBM Support |
| Collection of troubleshooting data |
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Gathering general information The first step in collecting data for IBM Support is to capture general information from your environment by using the ARSSUPPORT utility. Instructions for running the ARSSUPPORT utility can be found here in the Content Manager OnDemand for Multiplatforms Administration Guide. Entering general information into an electronically-opened Case (New Case) eliminates waiting on the phone to provide general information to Level 1 support. |
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Gathering component-specific information If one of the product components below indicates where your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated Collecting Data document. Content Manager OnDemand Server
An IBM Education Assistant (IEA) link might be available for the respective problem. IEA is a collection of multimedia educational modules designed to help you gain a better understanding of IBM software products. |
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Submitting information to IBM Support After a Case is opened, submit the diagnostic information to IBM Support. If you are using an electronically-opened Case, update the Case to indicate that data has been sent. |
Related Information
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Document Information
Modified date:
12 July 2021
UID
swg21410001