IBM Support

MustGather: Read first for WebSphere Cast Iron Cloud Integration/ App Connect Professional

Question & Answer


Question

Collecting troubleshooting data for WebSphere Cast Iron Cloud Integration and App Connect Professional before contacting IBM Support will help expedite the resolution.

Answer

  • Learn more about MustGather
  • Physical and Virtual Appliance
  • Cast Iron Live/ App Connect Prof SaaS
  • Related information

Learn more about MustGather

The term "MustGather" represents the diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. By collecting MustGather data early, even before you open a PMR, you help IBM Support to quickly determine the following:
  • If symptoms match known problems (rediscovery)
  • If you have a non-defect problem that can be identified and resolved
  • If there is a known defect and a workaround exists to provide relief
Physical and Virtual Appliance

A List of Information to include in the PMR:
  • Detailed description of the problem and environment info / change
    Is this a new project ? migrated project? existing project ?
    Is there any change around the environment? endpoints?
  • Version number of the server and studio.
    For Studio, select Help > About to find the version.
    For the Appliance, use the CLI system show version command or in WMC, select System > Summary in the Web Management Console.
  • Upgrade path of the environment.
  • Logs/ Trace/ Error Message
  • For Studio, <installation directory>\error.log , \output.out
  • For appliance, set the log level of relevant component to FINEST and recreate the issue. (Log-> System Log-> Setting)
    Select System > Command from the Web Management Console.
    From the displayed page, select Download postmortem from the drop-down list.
  • Problem Recreation
    List the steps which lead to the failure.
    Provide a simplified project which focuses on the specific issue without inaccessible resources for Support.
  • Project(s) which causes the issue.
  • Current workaround if you have any.
Cast Iron Live/ App Connect Prof on Cloud
  • Detailed description of the problem and environment info / change
    Is this a new project ? migrated project? existing project ?
    Is there any change around the environment? endpoints?
  • Log in URL
  • Tenant name
  • Environment name
  • Product Version
  • Project name
  • Project version
  • Orchestration name within Project
  • Job ID
  • Is Job dealing with Secured Connector? If yes,
    Secure Connector name.
    Secure Connector logs. All the files in <Secure connector installation directory>\ log\
  • Support user credentials

[{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SS3LC4","label":"App Connect Professional"},"Component":"Not Applicable","Platform":[{"code":"PF009","label":"Firmware"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}},{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SSQRQ3","label":"IBM Cast Iron"},"Component":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"","label":""}},{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SSGR73","label":"IBM Cast Iron Cloud Integration"},"Component":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}},{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SS6KM6","label":"App Connect on Cloud"},"Component":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":"","Line of Business":{"code":"LOB36","label":"IBM Automation"}}]

Product Synonym

Cast Iron Solution;Cast Iron Operating System;Cast Iron Studio;App Connect Professional

Document Information

Modified date:
24 July 2020

UID

swg21454982

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