IBM Support

MustGather for IBM Cloud Pak System and/or IBM PureApplication System

Troubleshooting


Problem

Collecting troubleshooting data for problems with IBM Cloud Pak System and/or IBM PureApplication System

Gathering this information before calling IBM Support will help familiarize you with the troubleshooting process and save you time.

Resolving The Problem

Gather the following information to expedite problem resolution:
  1. Prepare a description of the problem. Our technote will help you organize your problem information.
    1. List the steps leading up to the problem.
    2. Provide the day and time the problem occurred.
    3. Capture the Console screens showing the error or capture the series of screens showing the steps to leading to the error. Expand all sections and remember to scroll down and capture all of the pages.
  2. Obtain the Collection Sets:
    The Collection sets contain the traces and log files IBM Support will use to debug the problem. These files can be large and you will need to FTP the files to IBM.
     
    1. Access the troubleshooting page.
      • System > System Troubleshooting
    2. From Troubleshooting, the System Logs is expanded.
    3. Click on: Collect System Logs ...
    4. The Request System Logs dialogue box is displayed.
    5. Select the following collection set in the list
      • PureSystem Manager management (most common)
    6. Click ok to gather this information.
    7. The dialogue box closes.
    8. On the Troubleshooting page, the Collection Set table will show the request as pending.
    9. After the request changes to Available or Available - Incomplete, then under the Action column, click on the "download" icon, and follow the prompts to save the file.
  3. Contact IBM Support. Reference our technote: Contacting IBM Cloud Pak System Support to open a ticket.
  4. Using the ticket number provided, send in the problem documentation you have gathered following your company's data protection policies/GDPR/etc.:

[{"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Product":{"code":"SSFQWQ","label":"IBM Cloud Pak System"},"Component":"Not Applicable","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":""},{"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Product":{"code":"SSFQSV","label":"IBM Cloud Pak System Software"},"Component":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":""},{"Business Unit":{"code":"BU004","label":"Hybrid Cloud"},"Product":{"code":"SSM8NY","label":"PureApplication System"},"Component":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions","Edition":""}]

Product Alias/Synonym

IPAS;PAS;IPAC;PAC;IBM PureApplication System;IBM Cloud Pak System

Document Information

Modified date:
03 July 2019

UID

swg21608835