Collecting diagnostic data to contact IBM Support

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If the current error symptom does not match any of the existing troubleshooting scenarios, you must collect diagnostic data and contact IBM® Support.

You must provide the following information when you contact IBM Support:
  • Details about the failing operation.
  • When the error or problem is occurring in an operation, along with the timestamp.
  • The managed host names and virtual machine names that are associated with the problem.
To collect the data and log files for IBM Support, complete the following steps:
  1. Collect the diagnosis data as soon as the problem is detected by running the following command in the KSYS LPAR:
    # snap vmsnap
    This command stores all the important log files and trace files in a compressed file at the following location: /tmp/ibmsupt/ksys.pax.Z. start of changeThis command also collects log details about the guest virtual machines in a compressed file that has the .pax.gz extension. This file is stored at the following location on the corresponding guest virtual machine: /var/ksys/log/snap. You must verify the log files and the log details that are stored at the specified location in the virtual machine. If the log details are not collected for a virtual machine or if the logs file is not present in the virtual machine, you must continue with the next step.end of change
  2. Collect the data from the guest virtual machines by running the following command:
    # ksysvmmgr snap
    This command creates a *.pax.gz file in the /var/ksys/log/snap directory.
  3. Depending on the issues, collect data from the Virtual I/O Servers and collect portable executable debug (PEDBG) data from the associated Hardware Management Consoles. For more information, see the following IBM Support web pages:
  4. Submit the problem to IBM Support by using one of the following methods: