Exchange information with IBM

To diagnose or identify a problem, you might need to provide IBM® Support with data and information from your system.

In other cases, IBM Support might provide you with tools or utilities to use for problem determination.

Send information to IBM Support

To reduce the time that it takes to resolve your problem, you can send trace and diagnostic information to IBM Support.

Procedure

To submit diagnostic information to IBM Support:

  1. Open a case. You can use the IBM Support site (opens in new window) to open a new case.
  2. Collect the diagnostic data that you need. Diagnostic data helps reduce the time that it takes to resolve your PMR. You can collect the diagnostic data manually or automatically.
  3. Compress the files by using the TRSMAIN or AMATERSE program. Download the free utility from the IBM web site to the IBM Cognos® system and then install the utility using the TSO RECEIVE command.
  4. Transfer the files to IBM. You can use one of the following methods to transfer the files to IBM:
    • Standard data upload methods: FTP, HTTP
    • Secure data upload methods: FTPS, SFTP, HTTPS
    • Email

    If you are using an IBM Cognos product and you use ServiceLink / IBMLink to submit PMRs, you can send diagnostic data to IBM Support in an email or by using FTP.

    All of these data exchange methods are explained on the IBM Support site (opens in new window).

Receive information from IBM Support

Occasionally an IBM technical-support representative might ask you to download diagnostic tools or other files. You can use FTP to download these files.

Before you begin

Ensure that your IBM technical-support representative provided you with the preferred server to use for downloading the files and the exact directory and file names to access.

Procedure

To download files from IBM Support:

  1. Use FTP to connect to the site that your IBM technical-support representative provided and log in as anonymous. Use your email address as the password.
  2. Change to the appropriate directory:
    1. Change to the /fromibm directory. 
      cd fromibm
    2. Change to the directory that your IBM technical-support representative provided. 
      cd nameofdirectory
  3. Enable binary mode for your session. 
    binary
  4. Use the get command to download the file that your IBM technical-support representative specified. 
    get filename.extension
  5. End your FTP session. 
    quit