Troubleshooting problems

Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.

Review the following table to help you or customer support resolve a problem.

Table 1. Troubleshooting actions to prevent problems
Action	Description
Apply all known update packages, service levels, or program temporary fixes (PTF).	A product fix might be available to fix the problem.
Ensure that the configuration is supported.	Review the software and hardware requirements.
Look up error message codes by selecting the product from the IBM® Support Portal (http://www.ibm.com/support/entry/portal) and then typing the error message code into the Search support box.	Error messages give important information to help you identify the component that is causing the problem.
Reproduce the problem to ensure that it is not just a simple error.	If samples are available with the product, you might try to reproduce the problem by using the sample data.
Check the installation directory structure and file permissions.	The installation location must contain the appropriate file structure and the file permissions. For example, if the product requires write access to log files, ensure that the directory has the correct permission.
Review relevant documentation, such as release notes, tech notes, and proven practices documentation.	Search the IBM knowledge bases to determine whether your problem is known, has a workaround, or if it is already resolved and documented.
Review recent changes in your computing environment.	Sometimes installing new software might cause compatibility issues.

If you still need to resolve problems, you must collect diagnostic data. This data is necessary for an IBM technical-support representative to effectively troubleshoot and assist you in resolving the problem. You can also collect diagnostic data and analyze it yourself.