Collecting information for error message and FFST problems on Multiplatforms

If you need assistance to resolve a problem when IBM® MQ is logging error messages or writing FFSTs (FDC files) on Multiplatforms, you might need to collect 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 unexpected error messages or FFSTs did you observe on the system?
What time did the error messages or FFSTs start and when did they stop?
Were there any changes made to the system before the problem started?

About this task

If the error message or FFST 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 while error messages or FFSTs are being logged. Consider generating a high detail trace if you have plenty of disk space.
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 sections, and to specify your case number as shown in the following example for collecting runmqras output from queue manager QMA:
```
runmqras -section defs,cluster,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.