Procedure

Before calling IBM®, collect the information called for in the worksheet for your type of problem. Look for the worksheet that matches your problem in the pages that follow.

Consider collecting all the information on the worksheets before reporting the problem, to speed up your phone conversation if the support center needs the information.

The support center people will usually ask you to provide the information in the same order as in the checklist.

Recommendation:

Before you call, you need to have a listing or an interactive display ready that shows any problem information that you obtained from a system dump or another data set.

For the complete list of diagnostic procedures for each type of problem, see Troubleshooting Tables for Problems in RACF.

Information to Gather before Calling IBM with Abend Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF®: ______
(Example: RACF Security Server for z/VM® 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: APAR and/or PTF level of abending module: ______
(Example: VM57305)
5.: Installation exits installed (which exits are used and what they do):
6.: User modifications, if any (which modules are modified and what the modifications do):
7.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):

8.

The message that contains the abend code: ______ Also, complete message text for:

CSTABE001T, CSTDET001I, CSTINT005I, or CSTPGM00xT:

IRR401I or ICH409I:

9.

Assembler listing, if source is available.

10.

If a hardware problem is suspected, EREP (error recording and editing program) records.

Information to Gather before Calling IBM with Documentation Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Publication title and order number (with dash level):
7.: Chapter and Topic Heading:
8.: Page or Topic number: ______

Information to Gather before Calling IBM with Output Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):
7.: Description of RACF request that caused incorrect output (who did it—user's attributes, routine running, or both—and what was done):

8.

IBM reference material that explains what correct output should look like:

(Example: Publication title, order number, and page or topic number)

9.

Online or printed copy of output, or other indications that the output is incomplete:

10.

If available, please attach example of good output (before problem occurred).

11.

If a report writer problem, please attach a listing of the SMF (system management facilities) records.

Information to Gather before Calling IBM with Logon Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

Note: Before filling out this worksheet, make sure the users are not revoked.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):
7.: How many users cannot log on? ______
8.: Are there any aspects that the users having logon problems share, such as group memberships or authorities?
9.: When users attempt to log on, what message, if any, is displayed?
10.: If applicable, have SMF records related to the logon problem available.

Information to Gather before Calling IBM with Loop Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):
7.: What external symptoms indicate that there is a loop (such as multiple copies of output or poor performance)?
8.: Description of routines involved in loop, with addresses of instructions, if available:
8.: What conditions the loop occurs in:
9.: Whether loop is ___ enabled or ___ disabled.
10.: If loop is enabled, please include a stand-alone system dump.
11.: If applicable, please have available online or (preferably) printed output.

Information to Gather before Calling IBM with Message Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):

7.: Complete message text, including any related messages that immediately precede or follow it:
8.: Name of routine running when message is issued:

Information to Gather before Calling IBM with Performance Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):

7.: Description of the conditions in which degradation occurs:
8.: Any console messages (please attach).

Information to Gather before Calling IBM with Return Code Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):
7.: The return code you expected: ______
The return code you received: ______
8.: The RACF macro request that caused the return code (including the parameters passed):
9.: The order number (with dash level) and page or topic number of your copy of the document in which you found the description of the return code:
Order number: __________ Page or Topic number: ______
10.: Assembler listing of program.

Information to Gather before Calling IBM with Wait Problems

You can use this worksheet to write on directly or as a guide for making your own notes elsewhere.

1.: Level of RACF: ______
(Example: RACF Security Server for z/VM 5.3.0)
2.: Level of operating system: ______
3.: Level of Service: ______
(Example: RSU tape 9603)
4.: Installation exits installed (which exits are used and what they do):
5.: User modifications, if any (which modules are modified and what the modifications do):
6.: Any recent changes (such as maintenance applied, RACF options changed, new program products, new hardware):
7.: PSW (program status word): ________
8.: Source and assembler listing of routine in which wait occurred, if available.