Collecting information for client application problems on Multiplatforms

If you need assistance to resolve a problem with an IBM® MQ C, C++, COBOL, .NET, pTAL, RPG or Visual Basic client application on Multiplatforms, you might need to collect additional troubleshooting information to include with your support case to help find a solution to the problem.

Before you begin

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

What client application problem did you observe on the system?
What time did the client application problem start and when did it stop?
What is the client application name, and to which queue manager does it connect?
Which SVRCONN channel, queues, and other objects does the client application use?

About this task

If the client application 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 client application while the problem is happening:
If the client application is receiving an unexpected error from a remote queue manager, generate a simultaneous IBM MQ trace of that queue manager:
On Linux and UNIX systems, save the output from the mqconfig command and place this mqconfig data directly in the top-level IBM MQ errors directory.
The automatic and manual data collection processes in Step 4 both collect files found in this directory.
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. Be sure to collect the runmqras defs and trace (if the issue was traced) sections, and to specify your case number as shown in the following example for collecting output from queue manager QMA:
```
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 Support in the US, you can call 1-800-IBM-SERV.