IBM Support

Exchanging information with IBM Technical Support for problem determination

Troubleshooting


Problem

This document describes how to submit diagnostic information to IBM, so problem determination can begin for a Service Request (SR) or Problem Management Report (PMR). The terms SR and PMR are used interchangeably. This document also describes how to receive information from IBM.

Cause

You have a problem and have opened an SR or PMR to find a solution. Support needs problem determination data to find a solution. You might also need to get a diagnostic tool or temporary fix from Technical Support for your problem.

Resolving The Problem

Be aware of the GDPR-related changes to ECuRep and Testcase file uploads and the following zSeries Red Alert:


Send files to or receive files from the IBM Enhanced Customer Data Repository (ECuRep) using one of the following methods:



Notes:


Send files directly to ECuRep using FTPS/SFTP


Diagnostic information such as log files, traces, and dumps can be sent to Technical Support by using the ECuRep Service site.


Important Notes:

  • To FTP files to this server, you must have an open problem record with the support center. The complete record number must be part of the file name.
  • Refer to the transfer options in the ECuRep Send Data Introductions. There are options including:
    - FTPS or SFTP
    - HTTP or HTTPS
    - The Java utility ""IBM Secure Diagnostic Data Upload Utility"" (IBM SDDUU)
    - The z/OS Problem Documentation Upload Utility (IBM PDUU)
    - Email for 20 megabytes or less
  • If the dataset is encrypted, include the decryption key in an PMR update or an email sent to ibm_support@ecurep.ibm.com. The PMR number, branch, and country code must be included in the subject line when the key is provided by email.
  • You can create a file on the ftp site (for example, using the put or mput command), but you cannot update it. You will need to create a new file with a unique name.
  • You cannot receive information from the directories where you put files (get or mget command). The information you submit is only available to the IBM technical support representatives.

Prepare data in a compressed or packed format.

Submit files to the ftp server:



While you may send data to any of our addresses, your speed of transfer will be quickest if you use choose the geographic location nearest your physical location.
    Americas:
      Server address: testcase.boulder.ibm.com
    Asia Pacific:
      Server address: ftp.ap.ecurep.ibm.com
    Europe:
      Server address: ftps.ecurep.ibm.com (or ftp.ecurep.ibm.com for unsecured FTP)

  1. Enter ftp ftps.ecurep.ibm.com on a command prompt, terminal window, TSO prompt, or FTP client.
  2. Log in using a user ID of anonymous and a password of your email ID, or your IBMid or IBM Support File Transfer ID and password (token) obtained as described at Support File Transfer Details.
  3. Change to the directory for your platform:
    • IBM i: cd toibm/os400
    • Unix: cd toibm/unix or toibm/aix or cd toibm/linux
    • Windows: cd toibm/windows
    • z/OS: cd toibm/mvs
    • z/VSE: cd toibm/vse
    • Other: toibm/other

    Available directories can be viewed using the dir command. Special processing is done for some of the directories
  4. Enter bin to set the transfer mode to binary. Compressed files MUST be ftp'd in binary.
  5. Use one of the following commands to put your_file on the ftp server. Important: substitute your_file with a name that uses the file naming convention listed below. Your PMR will be updated to list where the files are stored.

    The file naming convention is xxxxx.bbb.ccc.yyy.zzz
    where
    xxxxx = PMR Number
    bbb   = Branch
    ccc   = IBM Country Code 

    (The Country Code is the third position of your PMR number, or look at the Country Code link under the "File naming convention for PMR tickets" twistie)
    yyy   = Description of the file type
    zzz   = File type or file extension



    The correct naming syntax must be used to associate the file with the PMR correctly.

    Distributed platforms:
    Enter: put your_file (the target file name will be the same) or put your_file target_file (to provide a different name)
    For example:
    put 12345.67R.724-mqdata.tar

    IBM i:
    Save your files into a save file. See technote 1176781. Include the TGTRLS(*PRV) option on the SAV and SAVOBJ commands. Enter: put your_file target_file.savf
    For example:
    put QGPL/P12345A 12345.678.000.P12345A.SAVF

    z/OS:
    Enter: put 'your_file' target_file (the source data set name is enclosed in single quotes)
    For example:
    put 'DSNAME.TRS' 12345.678.649.dump.TRS

  6. Enter the quit command.

The link FTP example (z/OS command prompt) has sample JCL for z/OS.

Send files using the secure upload HTTPS Form


  1. Use the following link to upload files directly to a PMR via the web: https://www.ecurep.ibm.com/app/upload
  2. Complete the information on the first page, which determines where your files are going
    • Enter the PMR number for which you are uploading files
    • Select the Product or OS which classifies the nature of the PMR
    • Provide an email address for verification
  3. On the next page, select the files which you wish to upload (max 5).

Notes:

  • Browser limitations prevent files larger than 2GB from being uploaded.
  • If JavaScript is enabled you will see progress information.
  • Please do not close the browser window until a new page is displayed stating that the upload was successful.

E-mail files directly to ECuRep


For select IBM products you can attach your diagnostic data to a note and e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (outputs, traces, compressed file, etc.) is less than 20 MB, you can e-mail it to IBM Technical Support by performing the following steps:

  1. Create an email message addressed to the following email address:
    ibm_support@ecurep.ibm.com
  2. Include your complete PMR number, separated by commas, in the Subject line:
    optional_text xxxxx,bbb,ccc optional_text
    Where,
    xxxxx   is the PMR number
    bbb     is the Branch
    ccc     is the IBM Country Code

    (The Country Code is the third position of your PMR number, or look at the Country Code link under the "File naming convention for PMR tickets" twistie)
    text    is any other text

    Examples:

    12345,055,000
    12345,055,000 - requested traces
    PMR # 12345,055,000
    PMR # 12345,055,000 - logs
    PMR 12345 055 000 here are the testcase files


  3. In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.
  4. Attach the files, outputs, information, and/or compressed file to the message.
  5. You will receive an automated reply once your email is processed. If your email cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.

Note: Depending on your internet connection and email server, allowable attachment file might be significantly less than the 30 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.

Attach files to a PMR using SR


The Service Request (SR) tool allows you to submit and manage Problem Management Records on demand.


Customers that are registered and on an authorized caller list:

  1. Sign onto the SR tool.
  2. On the Welcome page, enter the PMR number in the Enter a report number field and click Go.
  3. Scroll down to the Attach Relevant File field.
  4. Click Browse to locate the log or trace file that you want to submit to IBM Support.
  5. Click Submit to transfer your file to IBM Technical Support through ECuRep and associate it with this PMR.

Receive files from IBM Technical Support


Occasionally IBM Technical Support needs to make files available for customer download. You may be provided with a convenient download URL.



Note: For a ++APAR or ++USERMOD for z/OS, pre-allocate a data set with attributes of RECFM=FB and LRECL=80. Always transfer the file in binary mode.

In the event that you need to pull a file from the IBM FTP site using a command prompt, terminal window, TSO prompt, or FTP client, use the following instructions and the exact directory and filename name provided by your IBM support representative:
     
  1. Enter ftp ftps.ecurep.ibm.com.
  2. Login as anonymous and enter your email ID as password.
  3. Enter cd fromibm to change the directory to the /fromibm directory.
  4. Change the directory to the folder for your operating system or PMR number as instructed by the support center.
  5. Enter bin to set the transfer mode to binary.
  6. Enter get fix_name to get the file_name provided by support.


    For z/OS: get fix_name 'target_name' where 'target_name' is the name of the data set you pre-allocated with RECFM=FB,LRECL=80. Include the target name in quotes.

  7. Enter quit after successful transmission.

Internal Use Only

10/21/16 - Beverly Brown
- The link in "The Service Request (SR) tool allows you to submit and manage Problem Management Records on demand. For more information, see Using the SR tool for managing PMRs." was broken, I removed the 2nd sentence and provided a link directly to SR.

8/12/14 - Beverly Brown back-up of original text:

8/12/14 - Beverly Brown back-up of original text:
<---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------->
Problem:

For problem determination to begin on your Problem Management Report (PMR), follow one of the convenient methods below to submit diagnostic information to IBM Technical Support.



Resolution:
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:
  • IBM Support Assistant (ISA)
  • Service Request (SR)
  • E-mail
  • FTP to the Enhanced Customer Data Repository (ECuRep)

For information about using each of these services, follow these links:
Collecting and submitting files using ISA and SR
Attaching files to a PMR using SR
E-mail files directly to ECuRep
Uploading files directly to ECuRep using FTPS/SFTP
Secure upload using HTTPS Form


You can also receive files from IBM Technical Support with ECuRep.

Notes:
  • Do not submit files until you have opened a problem record (PMR) using SR or directly calling the support center.
  • You should compress the files to be transferred using the ZIP or TAR format.
  • For help with ECuRep, see IBM Enhanced Customer Data Repository (ECuRep).
  • If you are a z/OS client, and would like to compress your datasets, you can download and use the TRSMAIN utility.
  • Your files will be deleted seven (7) days after the PMR is closed.

Collecting and submitting files using ISA and SR

The IBM Support Assistant provides an interface to the Service Request (SR) tool so that you can easily send data to ECuRep and update your PMR when the data arrives. The Support Assistant will also simplify opening the PMR.

To save even more time, the Support Assistant features a data collector that automates the collection of data for common problems you might encounter. Once you collect your data, you can then quickly submit the data with only a few clicks.
Attaching files to a PMR using SR

The Service Request (SR) tool allows you to submit and manage Problem Management Records on demand. For more information, see Using the SR tool for managing PMRs.

Customers that are registered and on an authorized caller list:
  1. Sign onto the SR tool.
  2. On the Welcome page, enter the PMR number in the Enter a report number field and click Go.
  3. Scroll down to the Attach Relevant File field.
  4. Click Browse to locate the log or trace file that you want to submit to IBM Support.
  5. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.
E-mail files directly to ECuRep

For select IBM products you can attach your diagnostic data to a note and e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (outputs, traces, compressed file, and so on) is less than 30 MB, you can e-mail it to IBM Technical Support by performing the following steps:
  1. Create an e-mail message using the following address:

  2. websphere_support@ecurep.ibm.com

  3. Your PMR number, separated by commas, must appear somewhere in the Subject line:

  4. optional_text xxxxx,bbb,ccc optional_text

    Where,
    xxxxx is the PMR number
    bbbis the Branch
    cccis the Country code
    textis any other text

    Examples:

    12345,055,000
    12345,055,000 - requested traces
    PMR # 12345,055,000
    PMR # 12345,055,000 - odstat.txt and logs
    PMR 12345 055 000 here are the testcase files

    Notes:

  5. In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.
  6. Attach the files, outputs, information, or compressed file to the message.
  7. You will receive an automated reply once your e-mail is processed. If your e-mail cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.

Notes: Depending on your internet connection and e-mail server, allowable attachment file might be significantly less than the 30 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.

Learn more about the ECuRep Mail gateway.
Uploading files directly to ECuRep using FTP

The ECuRep FTP site is the replacement for the old testcase FTP site. To submit files using FTP, you will need your Branch and Country code associated with the PMR record. Your Branch and Country code is part of the PMR record identifier; also known as the PMR number. See PMR naming convention in step 6.

How to submit files to the FTP server:
  1. From a command prompt, terminal window, or FTP client, FTP to the following site:

  2. ftp ftp.emea.ibm.com

  3. Login as anonymous.
  4. Enter your e-mail address as the password.
  5. You must change to one of the directories listed. Available directories can be viewed using the dir command.

  6. cd toibm/aix

    (Note: toibm/aix is used as an example.
    If you are on z/OS then use toibm/mvs.
    If you are not sure which directory to use then choose toibm/other.)

  7. Enter the following command to enable binary mode for the FTP session:

  8. binary

  9. Use the following file naming convention to name your file.

    Caution: The file must use this format to be associated with the PMR; this is the complete PMR record number. Using any other file name will cause the file to be deleted.

    Enter your PMR record information and file type:

  10. xxxxx.bbb.ccc.yyy.zzz

    Where,
    xxxxx is the PMR number
    bbbis the Branch
    cccis the Country code
    yyyis a unique file name
    zzzis the file type or file extension

    Example 1:

    12345.055.000.collector01_29_Aug_06.zip

    Example 2:

    12345.055.000.collector02_30_Aug_06.zip

    Note: You should compress the file to be transferred using ZIP or TAR format.

  11. Enter the following command to put the file on the server:

  12. put file_name

    Example:

    put 12345.055.000.collector01_29_Aug_06.zip

  13. Enter the following command to end your FTP session:

  14. quit

Notes:
  • If you have firewall restrictions, you might need to enter the external IP address for the ECuRep FTP server, which is 192.109.81.7, to access the server.
  • IBM technical support representatives can provide information back to you through FTP in a different directory. For more details, see Receiving files from IBM Technical Support.
  • You can send a file (for example, using the put or mput command), but you cannot update it. So, you will need to create a new file with a unique name. Include your PMR number as part of the file name.

Secure upload using HTTPS
  1. Use the following link to upload files directly to a PMR via the web
    https://www.ecurep.ibm.com/app/upload

  2. The first page determines where your files are going
    -Enter the PMR number for which you are uploading files
    -Select the Product or OS which classifies the nature of the PMR
    -Provide an email address for verification

  3. On the next page, select the files which you wish to upload (max 5).

Notes:
  • Browser limitations prevent files larger than 2gb from being uploaded.
  • If javascript is enabled you will see progress information.
  • Please do not close the browser window until a new page is displayed stating that the upload was successful.

Learn more about uploading options:



Receiving files from IBM Technical Support

Occasionally IBM Technical Support needs to make files available for customer download. In the event that you need to pull a file from the IBM FTP site, use the following instructions and the exact directory and filename name provided by your IBM support representative:
  1. From a command prompt, terminal window, or FTP client, FTP to the following site:

  2. ftp ftp.emea.ibm.com

  3. Login as anonymous.
  4. Enter your e-mail address as the password.
  5. Change your directory to the /fromibm directory by entering the following command:

  6. cd fromibm

  7. Enter the following command to enable binary mode for the FTP session:

  8. binary

  9. Enter the following command to download the data from the server:

  10. get file_name

  11. Enter the following command to end your FTP session:

  12. quit

<---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------->




I considered adding this, but Randy Miller said coredumps are rare in current releases. I instead included a link to "oget" instructions in the IIB KC:

Handle Unix Systems Services data on z/OS


Once a good coredump is written to the started_task_users home directory, it must be transferred to a pre-allocated MVS dataset as follows:



Use ISPF to ALLOCATE a Sequential, FBS, LRECL 4160 dataset large enough to hold the coredump. Once the dataset is allocated, issue a TSO command similar to the following to transfer it.

oget 'XXXXXX.XXXXXX.XXXXXXX.COREDUMP' '/u/xxxxx/coredump.00000015' bin

where XXXXXX.XXXXXX.XXXXXXX.COREDUMP is the name if the dataset that was allocated on MVS and
/u/xxxxx/coredump.00000015 is the name of the coredump on USS.


Compress the data set and send it to IBM by following instructions in this document.

-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------



Removed the following since the distributed team is using runmqras (confirmed by Ralph), and MQ doesn't seem to be updating ISA plugins:
  • Collect and submit files using ISA and SR
  • Collect and submit files using ISA and SR


    The IBM Support Assistant provides an interface to the Service Request (SR) tool so that you can easily send data to ECuRep and update your PMR when the data arrives. The Support Assistant will also simplify opening the PMR.


    To save even more time, the Support Assistant features a data collector that automates the collection of data for common problems you might encounter. Once you collect your data, you can then quickly submit the data with only a few clicks.


    5/23/18 - Beverly Brown back-up of text

    Send files to or receive files from the IBM Enhanced Customer Data Repository (ECuRep) using one of the following methods:
    <br/>
    <ul class="ibm-link-list">
    <li><a class="ibm-anchor-down-link" href="#ecurep">Send files directly to ECuRep using FTP</a></li>
    <li><a class="ibm-anchor-down-link" href="#httpsForm">Send files using the secure upload HTTPS Form</a></li>
    <li><a class="ibm-anchor-down-link" href="#email">E-mail files directly to ECuRep</a></li>
    <li><a class="ibm-anchor-down-link" href="#sr">Attach files to a PMR using SR</a></li>
    <li><a class="ibm-anchor-down-link" href="#receive">Receive files from IBM Technical Support</a></li>
    </ul>
    <br>
    Notes:
    <ul>
    <li>For help with ECuRep, see IBM Enhanced Customer Data Repository (ECuRep).</li>
    <li>Your files will be deleted seven (7) days after the PMR is closed. </li>
    <li>If you need to speak to an IBM technical support representative, call your country representative. In the US, call 1-800-IBM-SERV.</li>
    </ul>
    <br/>
    <!-------------------------------------------------------------------------------------------------------------------------------------------------------------->
    <a name="ecurep"></a>
    <h3 class="ibm-rule">Send files directly to ECuRep using FTP</h3>
    <br/>
    Diagnostic information such as log files, traces, and dumps can be sent to Technical Support by using the ECuRep Service site.<br>
    Important Notes:
    <ul>
    <li>To FTP files to this server, you must have an open problem record with the support center. The complete record number must be part of the file name.</li>
    <li>Refer to the secure options at FTPS instructions, SFTP instructions, or z/OS Problem Documentation Upload Utility (PDUU).</li>
    <li>If the dataset is encrypted, include the decryption key in an PMR update or an email sent to websphere_support@ecurep.ibm.com. The PMR number, branch, and country code must be included in the subject line when the key is provided by email.</li>
    <li>You can create a file on the ftp site (for example, using the put or mput command), but you cannot update it. So, you will need to create a new file with a unique name.</li>
    <li>You cannot receive information from the directories where you put files (get or mget command). The information you submit is only available to the IBM technical support representatives.</li>
    </ul>
    Prepare data in a compressed or packed format.
    <ul>
    <li>Distributed platforms: Data collectors for your product, for example runmqras or mqsidc, will do this for you. See technote 1671892 for platform-specific examples of compressing data.</li>
    <li>z/OS: Use the AMATERSE service aid (alias TRSMAIN) to terse all files. For additional security via encryption or to split large files, use the z/OS Problem Documentation Upload Utility (PDUU) utility (previously known as MTFTP). See Prepare Data for z/OS for more information.
    <br>
    In the case of a core dump in Unix Systems Services (USS) for WebSphere Message Broker or IBM Integration Bus, see the instructions to use the oget command to make the dump usable. </li>
    <li>zVSE: see VSE specific FTP server instructions for binary dumps and VSE specific FTP server instructions for text format.</li>
    </ul>
    Submit files to the ftp server:

    While you may send data to any of our addresses, your speed of transfer will be quickest if you use choose the geographic location nearest your physical location.

    Americas:
    Server address: testcase.boulder.ibm.com
    Asia Pacific:
    Server address: ftp.ap.ecurep.ibm.com
    Europe:
    Server address: ftp.ecurep.ibm.com

    <ol>
    <li>Enter ftp ftp.ecurep.ibm.com on a command prompt, terminal window, TSO prompt, or FTP client.</li>
    <li>Login as anonymous and enter your email ID as password.</li>
    <li>Change to the directory for your platform:
    <ul>
    <li>IBM i: cd toibm/os400</li>
    <li>Unix: cd toibm/unix or toibm/aix or cd toibm/linux</li>
    <li>Windows: cd toibm/windows</li>
    <li>z/OS: cd toibm/mvs</li>
    <li>z/VSE: cd toibm/vse</li>
    <li>Other: toibm/other</li>
    </ul>
    Available directories can be viewed using the dir command. Special processing is done for some of the directories
    </li>
    <li>Enter bin to set the transfer mode to binary. Compressed files MUST be ftp'd in binary.</li>
    <li>Use one of the following commands to put your_file on the ftp server. Important: substitute your_file with a name that uses the file naming convention listed below. Your PMR will be updated to list where the files are stored.

    The file naming convention is xxxxx.bbb.ccc.yyy.zzz
    where
    xxxxx = PMR Number
    bbb   = Branch
    ccc   = IBM Country Code 
    (The Country Code is the third position of your PMR number, or look at the Country Code link under the "File naming convention for PMR tickets" twistie)
    yyy   = Description of the file type
    zzz   = File type or file extension

    The correct naming syntax must be used to associate the file with the PMR correctly.

    Distributed platforms:
    Enter: put your_file (the target file name will be the same) or put your_file target_file (to provide a different name)
    For example:
    put 12345.67R.724-mqdata.tar

    IBM i:
    Save your files into a save file. See technote 1176781. Include the TGTRLS(*PRV) option on the SAV and SAVOBJ commands. Enter: put your_file target_file.savf
    For example:
    put QGPL/P12345A 12345.678.000.P12345A.SAVF

    z/OS:
    Enter: put 'your_file' target_file (the source data set name is enclosed in single quotes)
    For example:
    put 'DSNAME.TRS' 12345.678.649.dump.TRS
    </li>
    <li>Enter the quit command.</li>
    </ol>
    <br/>
    The link FTP example (z/OS command prompt) has sample JCL for z/OS.
    <p class="ibm-ind-link ibm-back-to-top"><a class="ibm-anchor-up-link" href="#ibm-content">Back to top</a></p>

    <!-------------------------------------------------------------------------------------------------------------------------------------------------------------->
    <a name="httpsForm"></a>
    <h3 class="ibm-rule">Send files using the secure upload HTTPS Form</h3>
    <br/>
    <ol>
    <li>Use the following link to upload files directly to a PMR via the web: https://www.ecurep.ibm.com/app/upload </li>
    <li>Complete the information on the first page, which determines where your files are going</li>
    <ul>
    <li>Enter the PMR number for which you are uploading files</li>
    <li>Select the Product or OS which classifies the nature of the PMR</li>
    <li>Provide an email address for verification</li>
    </ul>
    <li>On the next page, select the files which you wish to upload (max 5).</li>
    </ol>
    <br>
    Notes:
    <ul>
    <li>Browser limitations prevent files larger than 2GB from being uploaded.</li>
    <li>If JavaScript is enabled you will see progress information.</li>
    <li>Please do not close the browser window until a new page is displayed stating that the upload was successful.</li>
    </ul>
    <p class="ibm-ind-link ibm-back-to-top"><a class="ibm-anchor-up-link" href="#ibm-content">Back to top</a></p>

    <!-------------------------------------------------------------------------------------------------------------------------------------------------------------->
    <a name="email"></a>
    <h3 class="ibm-rule">E-mail files directly to ECuRep</h3>
    <br/>
    For select IBM products you can attach your diagnostic data to a note and e-mail it to the IBM Enhanced Customer Data Repository (ECuRep) Mail Gateway. If the data you send (outputs, traces, compressed file, etc.) is less than 20 MB, you can e-mail it to IBM Technical Support by performing the following steps:
    <ol>
    <li>Create an email message addressed to the following email address:
    websphere_support@ecurep.ibm.com</li>
    <li>Include your complete PMR number, separated by commas, in the Subject line:
    optional_text xxxxx,bbb,ccc optional_text
    Where,
    xxxxx   is the PMR number
    bbb     is the Branch
    ccc     is the IBM Country Code
    (The Country Code is the third position of your PMR number, or look at the Country Code link under the "File naming convention for PMR tickets" twistie)
    text    is any other text

    Examples:

    12345,055,000
    12345,055,000 - requested traces
    PMR # 12345,055,000
    PMR # 12345,055,000 - logs
    PMR 12345 055 000 here are the testcase files


    </li>
    <li>In the body of the message, put a brief description of the problem symptoms and describe the files you have sent in.</li>
    <li>Attach the files, outputs, information, and/or compressed file to the message.</li>
    <li>You will receive an automated reply once your email is processed. If your email cannot be associated to an existing PMR, it will be tagged as lost and eventually deleted.</li>
    </ol>
    Note: Depending on your internet connection and email server, allowable attachment file might be significantly less than the 30 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.
    <p class="ibm-ind-link ibm-back-to-top"><a class="ibm-anchor-up-link" href="#ibm-content">Back to top</a></p>
    <!-------------------------------------------------------------------------------------------------------------------------------------------------------------->
    <a name="sr"></a>
    <h3 class="ibm-rule">Attach files to a PMR using SR</h3>
    <br/>
    The Service Request (SR) tool allows you to submit and manage Problem Management Records on demand.
    <br/>
    Customers that are registered and on an authorized caller list:
    <ol>
    <li>Sign onto the SR tool.</li>
    <li>On the Welcome page, enter the PMR number in the Enter a report number field and click Go.</li>
    <li>Scroll down to the Attach Relevant File field.</li>
    <li>Click Browse to locate the log or trace file that you want to submit to IBM Support.</li>
    <li>Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR.</li>
    </ol>
    <p class="ibm-ind-link ibm-back-to-top"><a class="ibm-anchor-up-link" href="#ibm-content">Back to top</a></p>

    <a name="receive"></a>
    <h3 class="ibm-rule">Receive files from IBM Technical Support</h3>
    <br/>
    Occasionally IBM Technical Support needs to make files available for customer download. You may be provided with a convenient download URL.

    Note: For a ++APAR or ++USERMOD for z/OS, pre-allocate a data set with attributes of RECFM=FB and LRECL=80. Always transfer the file in binary mode.

    In the event that you need to pull a file from the IBM FTP site using a command prompt, terminal window, TSO prompt, or FTP client, use the following instructions and the exact directory and filename name provided by your IBM support representative:
    <ol> 
    <li>Enter ftp ftp.ecurep.ibm.com (9.155.11.57).</li>
    <li>Login as anonymous and enter your email ID as password.</li>
    <li>Enter cd fromibm to change the directory to the /fromibm directory. </li>
    <li>Change the directory to the folder for your operating system or PMR number as instructed by the support center.</li>
    <li>Enter bin to set the transfer mode to binary. </li>
    <li>Enter get fix_name to get the file_name provided by support.

    For z/OS: get fix_name 'target_name' where 'target_name' is the name of the data set you pre-allocated with RECFM=FB,LRECL=80. Include the target name in quotes.</li>
    <li>Enter quit after successful transmission.</li>
    </ol>
    <p class="ibm-ind-link ibm-back-to-top"><a class="ibm-anchor-up-link" href="#ibm-content">Back to top</a></p>
    <!-------------------------------------------------------------------------------------------------------------------------------------------------------------->


    6/20/18 - Beverly Brown
    Started to say the following, but then plans were backed off:

    Under Resolving the Problem:
    Follow the instructions in those documents, including the link to Support File Transfer Details to create an IBM Support File Transfer ID. Notice that certificates need to be downloaded for FTPS and HTTPS. You will no longer be able to transfer data with the anonymous user id after June 21, 2018.

    In the ftp instructions:
  • Enter ftp ftps.ecurep.ibm.com or ftp testcase.boulder.ibm.com on a command prompt, terminal window, TSO prompt, or FTP client.
  • Log in using your IBMid or IBM Support File Transfer ID and password (token) obtained as described at Support File Transfer Details.

    Using a user ID of anonymous and a password of your email ID is no longer supported as of June 21, 2018.


  • [{"Product":{"code":"SSFKSJ","label":"WebSphere MQ"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":"Documentation","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF012","label":"IBM i"},{"code":"PF016","label":"Linux"},{"code":"PF021","label":"OpenVMS"},{"code":"PF027","label":"Solaris"},{"code":"PF038","label":"z\/VSE"},{"code":"PF033","label":"Windows"},{"code":"PF035","label":"z\/OS"}],"Version":"9.0;8.0;7.5;7.1;7.0","Edition":""},{"Product":{"code":"SSKM8N","label":"WebSphere Message Broker"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":""},{"Product":{"code":"SSFKUX","label":"WebSphere MQ Everyplace"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":""},{"Product":{"code":"SSEP7X","label":"WebSphere MQ File Transfer Edition"},"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":""}]

    Product Alias/Synonym

    WMQ MQ IBM MQ

    Document Information

    Modified date:
    22 June 2018

    UID

    swg21392217