Troubleshooting and support

Use troubleshooting information to isolate and resolve issues.

Before you begin

You must be assigned the Hardware administration role with permission to Manage hardware resources (Full permission) to perform these steps.

About this task

The steps to troubleshoot an issue vary depending on the problem. To help make relevant information available to you as quickly as possible, the log files and other tools for troubleshooting problems are consolidated.

A Secure Shell (SSH) account is automatically created for the admin account when the admin user logs in to the console for the first time. A SSH account is also created for any local user account that has full hardware administrative permissions. Enter admin_shell as the user name for the admin account.

Contacting IBM® Software Support


IBM Software Support provides assistance with product defects, answers FAQs, and helps users resolve problems with the product. Locate the MTM to provide to IBM Software Support. The MTM is displayed in the top-right corner of the rack in the format of <MT> - <M>, where MT is the machine type and M is the model number.
See the following tables to confirm the correct MTM. The configuration options that differentiate the offerings are the location and number of the compute nodes.
Table 1. MTM options for W3550 System racks
MTM Location of compute nodes Number of compute nodes
8564-F02 Units Chassis 1: Bay 1

Units Chassis 2: Bay 1

 2
8564-F04 Units Chassis 1: Bay 2

Units Chassis 2: Bay 2

 4
8564-F06 Units Chassis 1: Bay 3

Units Chassis 2: Bay 3

 6
8564-F08 Units Chassis 1: Bay 4

Units Chassis 2: Bay 4

 8
8564-F10 Units Chassis 1: Bay 5

Units Chassis 2: Bay 5

 10
8564-F12 Units Chassis 1: Bay 6

Units Chassis 2: Bay 6

 12
8564-F14 Units Chassis 1: Bay 7

Units Chassis 2: Bay 7

 14
8564-F16 Units Chassis 1: Bay 8

Units Chassis 2: Bay 8

 16
8564-F18 Units Chassis 1: Bay 9

Units Chassis 2: Bay 9

 18
8564-F20 Units Chassis 1: Bay 10

Units Chassis 2: Bay 10

 20
8564-F22 Units Chassis 1: Bay 11

Units Chassis 2: Bay 11

 22
8564-F24 Units Chassis 1: Bay 12

Units Chassis 2: Bay 12

 24
8564-F26 Units Chassis 1: Bay 13

Units Chassis 2: Bay 13

 26
8564-F28 Units Chassis 1: Bay 14

Units Chassis 2: Bay 14

 28
A note about Storehouse Browser: The support representative might ask you to locate component or other resource information that is stored in the Cloud Pak System Storehouse. To find that information, use the Storehouse Browser, which you can access from the console.