Knowledge - NOW! Watch and learn along as a problem is solved by an IBM Support engineer!  The Knowledge Now collection is a library of short multi-media presentations available via IBM Education Assistant.  The purpose of Knowledge Now modules is to provide quick, targeted assistance on-line for the most common product issues. Knowledge Now modules capture and use the experience and abilities of the engineers who solve technical issues via the phone.  Each module provides a solution to a common problem or issue identified by customers like... [More]

Tags:  kn iea knowledgenow im

Analyze This! Let's continue last week's scenario: your IBM software isn't working as you expected it to, but instead of calling IBM right away, you found an appropriate Collecting Data document.  You've collected the data, but wait--there is still one more step you can take before you pick up that phone.  You can return to the IBM knowledge base and find an Analyzing Data document related to your situation.   Analyzing Data documents explain how to analyze the data captured in the Collecting Data document.  They document the best... [More]

Tags:  analyzing_data problem_determination troubleshooting self-help

The Power of Collecting Your IBM software isn't working as you expected it to, so you're ready to call IBM Support to get the help you need. Before you pick up the phone, search the IBM knowledge base and see if there is a Collecting Data document related to your situation. Collecting data documents (formerly MustGather documents) aid in problem determination and save time resolving problems by explaining what information needs to be gathered before calling IBM. Collecting data documents are an extension of the natural problem-solving... [More]

Tags:  problem_resolution mustgather collecting_data troubleshooting

Get Your Fix   "Fixes" provide changes to your software that address known problems or add new functionality.    Last post, we talked about the various kinds of "Fix" documents: APARs, Fix Pack, Fix Lists, and Recommended Fixes.  In most cases, these documents will lead you to where you can "get your fix".  One of those outlets is Fix Central : http://www.ibm.com/support/fixcentral    Easy to remember, and, we hope, easy to use to get your download. In Fix Central, you can search, select, order, and... [More]

Tags:  fix update central fixpack patch version download

  First off - time flies when you're having blog!  I turned around to do a weekly update, and it's been a month. Ouch!  Let's try and get together more often! So, what to talk about?  Let's pick up where we left off - the documentation that IBM Information Management support is putting together for you! Let's start with the documents that get the most traffic - "fix" documents.  There are a number of kinds of documents related to "fixes", so let's try and sort some of  them out: APARs Fix Packs Fix Lists Recommended Fixes... [More]

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