Obtaining support to resolve a problem

If you cannot resolve problems that you find when you use IBM® App Connect Enterprise, or if you are directed to do so by an error message generated by IBM App Connect Enterprise, you can contact your IBM Support Center.

About this task

Before you contact your Support Center, use the checklist that is shown here to gather important information. Some items might not be relevant in every situation, but provide as much information as you can to enable the IBM Support Center to re-create your problem. You can also use the aceDataCollector command to collect diagnostics.
For IBM App Connect Enterprise:
  • The product version.
  • Any fix packs applied.
  • Any interim fixes applied.
  • All current trace and error logs, including relevant Windows Event log or Linux®UNIX operating system syslog entries, and any abend or dump files from the install_dir\errors directory on Windows, or the /var/mqsi/errors directory on Linux UNIX. Obtain user trace log files at debug level for all relevant message flows and preferably format them. Also, include any requested service trace files.

    To send files from distributed systems, create a compressed file by using any compression utility.

    To send a file from the file system to IBM, use tar to compress the file. For example, tar -cx -f coredump.0002009E coredump.toibm. To send MVS data sets to IBM, terse them using TRSMAIN, which you can download from z/OS® tools download.

  • A list of the components installed. Include details of the number of computers and their operating systems, the number of integration nodes and the computers on which they are running.
  • The compressed file that is obtained by exporting your workspace and appropriate message flows and message sets. This task is done in the IBM App Connect Enterprise Toolkit.
  • Details of the operation that you were running, the results that occurred, and the results that you were expecting.
  • A sample of the messages that were being used when the problem arose.
  • If relevant, the report file from the C or COBOL importer. This file is located in the directory from which the file import was attempted.
  • If you are using tagged delimited wire format on message sets, include the Tivoli Directory Server log files.
For IBM MQ:
  • The product version.
  • Any fix packs applied.
  • Any interim fixes applied.
  • All current trace and error logs, including relevant Windows Event log or Linux and UNIX operating system syslog entries and First Failure Support Technology (FFST) output files. You can find these files, which have the extension .fdc, in the errors subdirectory in the IBM MQ home directory.
  • Details of IBM MQ client software, if appropriate.
For each database that you are using:
  • The product and release level (for example, DB2® 9.1).
  • Any fix packs applied.
  • Any interim fixes applied.
  • All current trace and error logs, including relevant Windows Event log or Linux and UNIX operating system syslog entries, for example the db2dialog.log file on Db2. Check the database product documentation for details of where to find these files.
  • Definitions of any database tables.
  • Any ODBC traces.
Windows platformFor Windows:
  • The version.
  • The Service Pack level.
  • The environment settings.
UNIX platformFor Linux and UNIX operating systems:
  • The product version. You can find the version that is installed by using the uname -a command.
  • Any service level and patches that are applied.
  • The environment settings.