Gathering information about a problem

Gather information about a problem so that you are prepared when you contact IBM Support.

Procedure

To prepare to contact IBM Support about a problem:

  1. Gather the following general diagnostic information:
    • Environment type (such as production or nonproduction).
    • Instance.
    • Release and fix pack level. You can find this in several ways:
      • Go to Cluster > System internals > General information in the user interface.
      • Look for instance startup information in the IBM® Safer Payments logs.
      • Run the command: iris release
    • Description of the issue.
    • Detailed steps to reproduce the issue.
    • Screen captures of the issue.
    • Expected and actual results.
    • Log files.
    • Any workarounds that you implemented.
    • The date and time that the issue was encountered.
  2. Download the IBM Safer Payments configuration file (cfg.zip).
    1. In the user interface, go to Administration > Configuration.
    2. Click Download configuration button (Download IBM Safer Payments Configuration).
    3. If multiple instances exist, choose an instance.
    4. Select all the check boxes except User accounts.
    5. Click Confirm.
      The cfg.zip file is saved locally.

      If you cannot download the file, go to Administration > User accounts > (your account) and select the Export Configuration checkbox.

      If you still cannot download the file, ask your system administrator to run the first step for you, or to grant your account permission on Administration > Roles > Administration

  3. Take a screen capture of the clusters.
    1. In the user interface, go to Cluster > Settings
    2. Two tables are displayed: FastLink Status table and Cluster Settings table.
    3. Take screen captures of each table. Ensure that the screen captures include all information in the tables.
  4. Enable web developer tool > Network. Then click Administration > System Internals. Search for the request getSystemInformation and save its response in a text file.
  5. Collect information that is specific to the type of problem you have. For more information, see the following topics: