Chapter 8: Working with IBM support to solve a problem

Answer

This technote is one of a series of technotes arranged in chapter format to provide information on setting up your IBM WebSphere DataPower SOA Appliance Machine Type 9235, 7199 and 7198.

1. Introduction to your WebSphere DataPower SOA Appliance Machine Type 9235, 7199, and 7198
2. Planning for installation of your IBM WebSphere DataPower SOA Appliance MT/9235, 7199, and 7198
3. Planning worksheet for setting up your IBM WebSphere DataPower Appliance MT/9235, 7199, and 7198
4. Placing in the rack and initial configuration of your IBM WebSphere DataPower SOA Appliance M/T 9235, 7199 and 7198
5. More on the initial configuration (Startup command, Manual configuration, and upgrading firmware (first time upgrade)) for your IBM WebSphere DataPower SOA Appliance M/T 9235, 7198, and 7198
6. Reviewing resources available from IBM to help you use your IBM WebSphere DataPower SOA Appliance
7. Operations Planning
8. Working with IBM support to solve a problem when using your IBM WebSphere DataPower SOA Appliance

The appliance is supported by IBM software support. IBM software support provides a single point of contact to help our clients. IBM software support helps debug problems with the appliance, including "Customer Replaceable Units", or CRUs, DataPower devices are highly secure, tamper-resistant devices. One of the secure features is that the case is sealed with a limited number of CRU parts. Opening the case triggers tamper detection features, and the M/T 9235 appliance will no longer operate, the M/T 7199 and 7198 have options to reset the tamper detection features This protects your business solution.

Safety

Follow all safety precautions listed in the documents linked from: Removing and Replacing Parts provided by IBM Level 2 for IBM WebSphere DataPower SOA Appliances

Searching Knowledge Bases

If you encounter a problem, you can quickly search the available knowledge bases and product documentation to determine whether your problem was already encountered, resolved, and documented.

The documentation library provides documentation in an information center. You can use the search function to query information on the topic of interest.

If you cannot find an answer in the documentation, use the Search Support feature from the product support page. You can find links to:

• technotes
• downloads
• Redbooks
• developerWorks articles

You can receive updates in the following ways:

• My Notifications
• RSS feeds

A product fix might be available to resolve your problem. To determine what fixes are available for the product consult the product support page.

Describing the problem and gathering debug information needed by IBM Software Support

Providing IBM Support with a good description of the problem and all details about a problem will expedite problem resolution. When explaining a problem to IBM, be as specific as possible. Then describe all relevant background information so that IBM Software Support specialists can help you solve the problem efficiently.

Narrow the scope of your problem by eliminating components that are not causing the problem. By using a process of elimination, you can simplify your problem and quickly focus on the problem area.

Depending on the type of problem you have, whether it be with your application domain, your service, or your back-end servers, you might receive a message that indicates something is wrong. Always record the error message that you see. Error messages contain information and codes that might make more sense as you investigate your problem further. You might also receive multiple error messages that look similar but have subtle differences. By recording the details of each one, you can learn more about where the problem exists.

Be prepared to work with IBM by having the following information ready by following these steps:

1. What firmware version were you running when the problem occurred? Locate the firmware version of the appliance. Use the WebGUI, select Status > System > Version Information or from the CLI use Show Version.
2. Do you have logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information to debug the problem. Gather diagnostic information using the IBM WebSphere DataPower Mustgather technotes.
3. Can the problem be recreated? What steps led to the failure? Think back to what steps you were doing that led you to this problem. Try those steps again to see if you can easily recreate this problem. If you have a consistently repeatable test case, you will have an easier time determining what solutions are necessary. List the steps which lead to the failure.
• How did you first notice the problem? For example: a pop-up message, a message in the logs or feature not working as expected.
• Did you do anything different that made you notice the problem?
• What was the first symptom of the problem you witnessed? Were there other symptoms occurring around that point of time?
• Does the same problem occur elsewhere? Is only one machine experiencing the problem or are multiple machines experiencing the same problem?
• What messages are being generated that could indicate what the problem is?
4. Have any changes been made to the system?
• Are you deploying a new business solution in a service within a domain?
• Is the process that is causing the problem a new procedure, or has it worked successfully before?
• If this worked before, what has changed? The change can refer to any type of change made to the system, ranging from adding new hardware or software, to configuration changes to existing software.
• Have any back-end services changed?
• Are more users accessing the system?
• Was there any change to the network?
5. Are you currently using a work-around for this problem? Please share your work-around when you report the problem. This will help IBM identify the problem.
6. Were there any other problems or events within the business environment or your network at the time of the problem? External events could be affecting the problem or causing the messages the appliance is reporting.

When you report a problem to IBM, have a clear problem description.

When working with IBM support you will want to report one problem per problem record. In this manner IBM support can confirm that each unique problem is resolved and that you are very satisfied with the solution.

• Obtain the IBM Customer number which purchased the appliance from your company's purchasing team.
• Obtain the serial number of the appliance. Entitlement is based on your IBM customer number. and the serial number. From the WebGUI, select Status > System > Version Information, locate tag on the case of the appliance, or from the CLI use Show System. Double check for a Repair Identification Tag, RIT, sticker / label, on the case.
• Locate the firmware version of the appliance. From the WebGUI, select Status > System > Version Information or from the CLI use show version.
• Determine the severity of your problem and describe how the problem impacts your business operations. Let IBM Support know:
• if this is a test, development or production appliance,
• the users affected: administrators, testers, developers, end users.
• if this is delaying a production roll out
• if this is affecting a major business solution.

IBM Support provides assistance with product defects. Before contacting IBM Support, the following criteria must be met:

• Your company has an active maintenance contract.
• You are authorized to submit problems.

• Use the Service Request (SR) problem submission web page. You will need to sign in with your IBM ID and password.
• Call IBM using the telephone. Refer to this directory of worldwide contacts in the IBM Software Support Handbook for the appropriate software support phone number to call.

When you are not receiving the level of service you expect.

When you are not receiving the level of service you expect the Software Duty Manager is available to help. Refer to this Directory of worldwide contacts in the IBM Software Support Handbook for the phone number for your country. Select the software support number. Ask to speak with the Software Support Duty manager. When you speak to the duty manager, provide the PMR number and describe your concern with the PMR. The IBM Duty Manager will work with you.

Customer replaceable parts

For the M/T 9235, 7199 and 7198 appliance there are 2 support contracts:

• 7 days 24 hours x 4 hour target replacement window. Appliances are stocked to achieve a 4 hour target replacement of complete appliance. If a CRU part fails, IBM will replace appliance to achieve 4 hour target if client wishes. The IBM SSR will bring the appliance and place it in the rack after authorization by IBM WebSphere Software DataPower Level 2 support. Otherwise we can arrange a CRU replacement, with next business day target.
• 7 days 24 hours x 1 day target replacements window. Parts are replaced based on next business day target.

The M/T 9235 IBM WebSphere DataPower Appliances has all customer serviceable units (CRU) parts. The M/T 7199 and 7198 has a few parts which require an IBM SSR to install.

IBM Software Level 2 support provides a single point of contact to help our clients with problems when using this business solution. The M/T 9235 appliance case is sealed (except for the few customer replaceable parts (trays/power supplies,etc)) to protect your business solution and IBM's propriety solution. Opening the case requires overt actions to break warning seals and continuing onward the appliance will trigger intrusion detection and the device will be inoperable. The M/T 7199 and 7198 allow the intrusion detection to be reset as the M/T 7199 and 7198 have some parts which an IBM SSR can service within the case.

Replacement appliances.

In the event that IBM remote support determines that the next action to solve the problem is to replace the appliance, you will want to be prepared to set up a new appliance with the back up files and information you have previously saved as noted in previous chapters.

When the replacement appliance arrives, only a replacement appliance will be in the carton. Upgrade the firmware as noted in this document with a firmware level to resolve critical problems before you import your configuration. Continue to report problems using the original serial number.

• Use the IBM repair identification tag provided in the carton with the replacement.
• Set the original serial number in the appliance's configuration.
1. Log in to the default domain of the appliance with the "admin" user id.
2. Select Administration > Device > System Settings to display the System Settings Configuration screen.
3. Enter the original serial number of the defective appliance in the Entitlement Number field.
4. Click Apply.
5. Click Save Config.

1. Introduction to your WebSphere DataPower SOA Appliance Machine Type 9235, 7199 and 7198
2. Planning for installation of your IBM WebSphere DataPower SOA Appliance MT/9235, 7199, and 7198
3. Planning worksheet for setting up your IBM WebSphere DataPower Appliance MT/9235, 7199, and 7198
4. Placing in the rack and initial configuration of your IBM WebSphere DataPower SOA Appliance M/T 9235, 7199 and 7198
5. More on the initial configuration (Startup command, Manual configuration, and upgrading firmware (first time upgrade)) for your IBM WebSphere DataPower SOA Appliance M/T 9235, 7199 and 7198
6. Reviewing resources available from IBM to help you use your IBM WebSphere DataPower SOA Appliance
7. Operations Planning
8. Working with IBM support to solve a problem when using your IBM WebSphere DataPower SOA Appliance