Collecting information for triggering problems

If you need assistance from IBM® Support to resolve a problem where IBM MQ is not triggering an application or a channel properly on Multiplatforms, you first need to collect troubleshooting information to send to IBM Support to help find a solution.

Before you begin

Before you start this task, answer the following questions about the problem:

What triggering problem did you observe on the system?
What time did the triggering problem start and when did it stop?
Which queue did not trigger, and which channel or processs should have been started?

About this task

If the triggering problem is happening right now, or if you are able to reproduce it, you can generate data to provide more information about the problem.

After collecting the troubleshooting information, you can send it to IBM.

Procedure

Generate a trace of the queue manager when the triggering problem occurs:
Collect the IBM MQ data.
You can do this either automatically or manually:
- Collect the data automatically by using the runmqras command as described in Collecting troubleshooting information automatically with runmqras to collect the data for both sides of the channel. Be sure to collect the runmqras defs and trace sections, and to specify your case number as shown in the following example:
```
runmqras -section defs,trace -qmlist QMA -caseno TS001234567
```
- Alternatively, collect the data manually as described in Collecting troubleshooting information manually.
Send the information that you have collected to IBM.

A good description of the problem and the data is the most important information you can provide to IBM. Do not send data without providing a description!

For FTP and email instructions, see Exchanging information with IBM Software Support.

To open or update a case, go to the IBM My Support site.
Note: Always update your case to indicate that data was sent.

If you need to speak with IBM Software Support, contact your country representative. If you need to speak with IBM Software Support in the US, you can call 1-800-IBM-SERV.