Troubleshooting
Problem
What data should be collected for issues with IWS/IAS Servers? Gathering this MustGather information before calling IBM Support will help familiarize you with the troubleshooting process and save you time.
Resolving The Problem
If you encounter an issue when accessing your IWS/IAS Server and/or web applications, collect the following information when experiencing the problem:
1) Execute and the QMGTOOLS IWS/IAS collector tool (LWICOL)
| 1. |
If the QMGTOOLS library has not yet been installed, you should refer to the following document for information on how to download and install the QMGTOOLS toolkit on your IBM i server. http://www-01.ibm.com/support/docview.wss?uid=nas8N1011297
ECUREP data repository now requires authentication for upload. Anonymous FTP is no longer allowed. This requires QMGTOOLS to be at a build level of 9/06/2022 or later. https://www.ibm.com/support/pages/qmgtools-how-check-and-update-qmgtools
|
| 2. | ADDLIBLE QMGTOOLS |
| 3. |
LWICOL HTTP_INST(<INSTANCE>) FTP_RSP(Y) FTPTYPE(*IBMSDDUU) IBMID(IBMIDGOESHERE) IBMPWD(passwordGoesHere) CASE_NBR(TSXXXXXXXXX) EMAIL_ADDR('YOUREMAIL@COMPANY.COM')
<INSTANCE> is the name of your IWS/IAS server IBMID: The IBMID used for logging into the case
IBMPWD: The password
*The above command will run for 5-15 minutes and will automatically FTP the /tmp/collectorscripts/data/<instance>collector.zip file to ecurep and forward it to the IBM Support Case Number noted. If the local IBM i does not have FTP access, it will fail to upload, and the zip file will need to be uploaded manually to https://www.secure.ecurep.ibm.com/app/upload_sf. |
2) How to collect and send diagnostic information to IBM Support
a. Collect the [Instance]collector.zip file from the /tmp/collectorscripts/data/ directory on the IFS of the System i
Directions for collecting files located in the IFS
To retrieve the file(s), do the following:
| 1. | Open the IBM Navigator for i web application, http://<server>:2001. |
| 2. | Log in with your user ID. |
| 3. | Expand File Systems -> Root, and drill down to the directory that contains the file(s) requested by this document. |
| 4. | Locate the following file: <instance>collector.zip file from the /tmp/collectorscripts/data/ directory on the IFS of the IBM i. |
| 5. | Right-click on the <instance>collector.zip file and select Download. If prompted, select Save File and then Ok to complete the download process. |
b. Upload the data to IBM Support.
Refer to the IBM document, MustGather: Instructions for Sending Data to IBM i Support, for detailed information on uploading data to IBM Support.
Note: For help with sending data to IBM i Support using the IBM My Support Portal, see How to upload data to a support case.
Historical Number
533927031
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Document Information
Modified date:
26 July 2024
UID
nas8N1012787