Resolving problems

If you experience an error with IBM Spectrum® Control, you can use problem determination to determine why an error occurred, and explain how to resolve the problem.

Overview

The diagnostic tips that you can perform vary from including how to view and package log files, how to use network connectivity tools, and how to identify known problems and resolutions.

The first step in the problem determination process is to describe the problem completely.

Problem descriptions help you and IBM® Software Support know where to start to resolve the problem. Answer the following questions:
  • What are the symptoms of the problem?
  • Where does the problem occur?
  • When does the problem occur?
  • Under which conditions does the problem occur?
  • Can the problem be reproduced?

Describe the symptoms of the problem

When you describe a problem, the most obvious question is What is the problem? By using the following questions, you can create a more descriptive picture of the problem:

  • What are the error codes and messages?
  • How does the system fail? For example, is it a loop, hang, crash, performance degradation, or incorrect result?
  • What is the business impact of the problem?

Describe where the problem occurs

Determining where the problem originates is not always easy, but it is one of the most important steps in resolving a problem.

The following questions help you focus on where the problem occurs to isolate the problem:
  • Is the problem specific to one operating system, or is it common across multiple operating systems?
  • Is the environment and configuration supported?
  • Is the application active locally on the database server or on a remote server?
  • Is a gateway involved?
  • Is the database on a local or remote computer?

Part of identifying where a problem originates is understanding the environment in which it exists.

Completely describe the problem environment, including the operating system and version, all corresponding software and versions, and hardware information. Confirm that the system is running within an environment that is a supported configuration.

Describe when the problem occurs

Develop a detailed timeline of events that led up to failure.

You can get a detailed timeline of events by starting at the time an error was reported. Use the available logs.

To develop a detailed timeline of events, answer these questions:
  • Does the problem happen only at a certain time of day?
  • How often does the problem happen?
  • What sequence of events leads up to the time that the problem occurred?
  • Does the problem happen after an environment change such as upgrading or installing software or hardware?

These questions can help you set a frame of reference in which to investigate the problem.

Describe the conditions under which the problem occurs

Knowing which systems and applications are running at the time that a problem occurs is an important part of problem determination and troubleshooting. These questions about the operating system environment can help you identify the root cause of the problem:
  • Does the problem always occur when the same task is being run?
  • Must a certain sequence of events occur for the problem to occur?
  • Do any other applications fail at the same time?

Can the problem be reproduced?

Problems that you can reproduce are often easier to debug and solve. However, problems that you can reproduce might have a disadvantage: If the problem has a significant business impact, you do not want it to recur.

If possible, re-create the problem in a test or development environment, which typically offers you more flexibility and control during your investigation.

Ask the following questions:
  • Can the problem be re-created on a test system?
  • Is the same type of problem encountered by multiple users or applications?
  • Can the problem be re-created by running a single command, a set of commands, or a particular application?