Collect troubleshooting data for policy problems in CICS TS for z/OS 5.1 or higher

Resolving The Problem

For the most up-to-date documentation, refer to Collecting CICS troubleshooting data (MustGather) for IBM Support in the CICS TS documentation. You will find the General information you should gather for every type of problem followed by the Component-specific information which includes Troubleshooting data for policy problems in CICS TS 5.1 or later.

The following is the original MustGather information:

Collect this MustGather data before contacting IBM Support:

• Collecting general information for all problems
• Collecting data for CICS policy problems
• Troubleshooting hints and tips
• Exchanging data with IBM Support


• Collect troubleshooting data for CICS products - Read first

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• Any relevant messages from the CICS console log. These will typically include any DFHMPnnnn messages.
  
  
• CICS internal trace that is included in the MVS system dump when tracing is active. If possible turn on level 2 trace for the MP component, and level 1 tracing for all other CICS components. If this is not possible, the turn on level 1 trace as follows:
• For problems during install of a policy, turn on a minimum of level 1 trace for MP, PI, SM, PG, and RL components.
• For runtime problems, turn on a minimum of level 1 trace for MP, EI, ME, and SM components. If the problem involves Time policies also turn on level 1 trace for the DS component. For policies with an action of event also turn on EC, EP, and PG components.

Set the internal trace table size to be at least 10240K.

• MVS system dump taken at the point that the problem occurs. The way you get the dump will depend on whether or not you are getting a message, transaction abend, or no output when the problem occurs. See the instructions under MVS system dump for details.
  
  
• If you are unable to get a system dump, a CICS auxiliary trace leading up to the error will be sufficient. As with CICS internal trace, turn on level 2 tracing for the MP components, and level 1 tracing for all CICS components. If this is not possible, then turn on level 1 trace as follows:
• For problems during install of a policy, turn on a minimum of level 1 trace for MP, PI, SM, PG, and RL components.
• For runtime problems, turn on a minimum of level 1 trace for MP, EI, ME, and SM components. If the problem involves Time policies also turn on level 1 trace for the DS component. For policies with an action of event also turn on EC, EP, and PG components.

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• Review the logs and dumps generated at the point of failure.
• Search the CICS support site for known problems using symptoms like the message number and error codes.
• If you find a fixing PTF, see Ordering CICS products and maintenance for the options that are available to order CICS maintenance.
• Gather the documentation and work with the CICS support team to resolve your problem.
  
  

• Managed Platform domain trace points

1. See Exchanging information with IBM Technical Support for FTP and email instructions using the IBM Enhanced Customer Data Repository (ECuRep).
   
   
2. Go to the Service Request page to open or update a problem. If you have a SoftwareXcel enterprise edition for zSeries contract, you can also ask a non-defect installation and usage questions.
   
   Note: Always update your Service Request (problem record) to indicate that data has been sent.

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