IBM Tivoli Monitoring, Version 6.2.3 Fix Pack 1

Introduction to troubleshooting

To troubleshoot a problem, you typically start with a symptom or set of symptoms and trace back to the cause. Troubleshooting is not the same as problem solving, although during the process of troubleshooting, you can obtain enough information to solve a problem, such as with end-user errors, application programming errors, and system programming errors.

You might not always be able to solve a problem yourself after determining its cause. For example, a performance problem might be caused by a limitation of your hardware. If you are unable to solve a problem on your own, contact IBM® Software Support for a solution. See Logs and data collection for troubleshooting for information on the types of data to collect before contacting Support.

  • Sources of troubleshooting information
    The primary troubleshooting feature is logging. Logging refers to the text messages and trace data generated by the software. Messages and trace data are sent to an output destination, such as a console screen or a file.
  • Problem classification
    The first task in troubleshooting is to determine the origin of the problem, or which component or function is experiencing a problem. To assist you in determining the origin of the problem, collect documentation at the time of the error.
  • Viewing the IBM Support Portal
    The IBM Support Portal is a unified, customizable view of all technical support tools and information for your IBM systems, software, and services. It brings all the support resources available for IBM hardware and software offerings together in one place.
  • Subscribing to IBM support notifications
    You can subscribe to e-mail notification about product tips and newly published fixes through the Support portal.

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