IBM Support

Configuration Instructions for Electronic Customer Support (ECS), Electronic Service Agent (ESA) and PM Agent for V5R4 and Higher releases

Troubleshooting


Problem

Provides a list of instructions for activating ECS, ESA & PM400 in one document.

Diagnosing The Problem

The following document outlines creating the service configuration needed for all service and support applications for OS releases V5R4 and higher.


Electronic Customer Support (ECS) is used for such things as ordering fixes via the Send PTF Order (SNDPTFORD) command, manually reporting problems in the system problem log (WRKPRB) or by using the Send Service Request (SNDSRVRQS) command.

Electronic Service Agent (ESA) provides an automatic problem reporting function, commonly referred to as the Call Home feature. ESA can also collect and send supplemental system service information, also known as inventory, to IBM. The inventory data is made available to IBM support centers to aid in problem resolution.

PM Agent is a tool that takes the performance data collected through Collection Services and sends it to IBM with the ESA inventory data. The Performance Management for Power Systems website has monthly reports available that provide critical information on the system's current and past utilization trends.

NOTE: Effective June 30, 2020, IBM® will withdraw Performance Management for Power® Systems (PM) services from marketing.
Support for these product will be withdrawn effective September 30, 2020.
Additional information and steps to stop sending data are included in Disabling PM Agent document.

  • Ways to connect to IBM:


    HTTP/HTTPS is recommended at all OS release levels, but required for sending system inventory and PM data starting at V7R1 and for all ECS, ESA and PM Agent functions at V7R2 and beyond. Refer to the V7R1 Memo to Users and V7R2 Memo to Users for more detail.

    ECS and ESA support a multi-hop environment, however this configuration uses VPN, which is disbanded. Reference the section titled Creating a Multihop HTTP/HTTPS Connection for the Local System in document N1018762: CRTSRVCFG Command for instructions on using the HTTP/HTTPS connection in a multi-hop environment to bypass the restrictions.

    At V7R1 and earlier releases, under the covers, ECS is hard coded to initially attempt an HTTP/HTTPS connection. If that fails, a VPN connection is tried. If that fails, a modem connection is tried, whether a modem physically exists on the system or not. At V7R2 and beyond, only an HTTP/HTTPS connection is attempted.

    Note: Modem connection and VPN are no longer supported.

Resolving The Problem

Following is a summary of the firewall requirements for ECS, ESA and PM Agent:

For HTTP/HTTPS communication, ports 80 and 443 need to be open for both outbound and inbound (return) TCP traffic. For VPN, ports 500 and 4500 need to be open for both outbound and inbound (return) UDP and ESP traffic.

If the ports must be restricted to communication with specific IP addresses, reference document N1018980: Electronic Service Agent (ESA) and Electronic Customer Support (ECS) VPN and HTTP Firewall Settings for a listing of unique IP addresses used in the communication with IBM.

Note: Typically, if a firewall port is opened for outbound communication, return traffic is automatically allowed on that port.

There are several IBM IP addresses involved for an HTTP/HTTPS connection. It it necessary that all IP addresses be allowed through the firewall otherwise unpredictable results will occur.

Note: For V7R3, having PTF SI68172 on system would require ONLY port 443 to be open. Port 80 will not longer needed.

Note:  ESA has its own internal certificate to exchange with the IBM backend server, so any 'addition' by Proxy/Firewall during the communication will make it fail.
If the environment has a Proxy/Firewall that is terminating the SSL connection and returning its own self-signed certificate, it is not supported.

Ensure the following prerequisites are satisfied before creating the service configuration and testing:

Product options:

The following product options must be installed on the system:

(5770SS1 - V7R1, V7R2, V7R3 and V7R4;  5761SS1 - V6R1;  5722SS1 - V5R4)

  • 57xxSS1 Option 30 Qshell
  • 57xxSS1 Option 33 Portable Application Solutions Environment (PASE)
  • 57xxSS1 Option 34 Digital Certificate Manager
  • 57**JC1 IBM Toolbox Kit for Java (this product is provided in OS option 3 starting at V7R1)
  • 57**JV1 Developer Kit for Java (5761JV1 runs on both V6R1 and V7R1, 5770JV1 runs on V7R2 and higher)
  • 5733SC1 *BASE - IBM Portable Utilities for i (for releases V7R2 and higher)
  • 5733SC1 Option 1 - OpenSSH, OpenSSL, zlib (for releases V7R2 and higher)
  • 5770UME IBM Universal Manageability Enablement for i (for releases V7R1 and higher)

Note: Due JDK 6 of out support, ESA need JDK 8 (JV1 options 16 & 17) to be on system, plus recommended PTFs to use that Java version. Information could be found at document N1022472 - Migrate Electronic Service Agent (ESA) from using Java 6 to Java 8

Important Information About 5770UME and the *CIMOM Server Associated with the Product:

Product 5770UME IBM Universal Manageability Enablement for i, IS required for Electronic Service Agent. Especially, starting at V7R2, to start Electronic Service Agent jobs at IPL for Call Home and to collect Inventory. There are several hardware inventory types that are not collected when this product is not installed (see list below), and in some cases, will not activate. The CIMOM server associated with this product (QUMECIMOM) does need to be started for ECS, ESA or PM Agent functions to be successful.

It also require a certificate assigned to CIMOM server. It could be signed by the CIMOM server itself or create one from DCM. Additional information about CIMOM server certificate and creation steps could be found on document N1020253: *CIMOM server certificate

It is recommended that the latest PTFs for the 5770UME product be maintained on the system.

  • The Retain server security data (QRETSVRSEC) system value must be set to 1:

CHGSYSVAL SYSVAL(QRETSVRSEC) VALUE(1)

  • List of hardware inventory not collected if 5770UME is not installed

    NOTE: Only hardware inventory is affected.

    Physical device:

    FRU

    PhysicalConnector

    PhysicalMedia

    Logical device:

    Printer

    CacheBattery

    VolumeContainer (ASP)

    LogicalVolume

    DisketteDrive

    System values/settings:

    SystemAssetSettings

    SystemPasswordPolicy

    SystemRegionalSettings

    SystemPerformanceSettings

    SystemJobSettings

    SystemSecuritySettings

    SystemUserSettings

    SystemServiceSettings

    SystemDeviceSettings

    User:

    UserAccount

    GroupAccount

    UserContact

The latest Electronic Services Group PTF:

  • SF99625 for V5R4
  • SF99626 for V6R1
  • SF99627 for V7R1

Assure to also have the latest Recommended Fixes for Electronic Services:

To verify or change the system contact information:

WRKCNTINF

Select option 2. Work with local service information

Select option 1. Display service contact information

If changes are needed, select option 2. Change service contact information

Verify the following:

The Company and Contact Name are correct

The Customer number: Customer identifier and Customer description and the Contract number: Contract identifier and Contract description are all be set to *NONE

The Primary contact telephone number and/or Help desk or pager number are correct

The Fax telephone number is correct, if applicable

The correct address is listed for the Mailing address, and that the City or locality, State or province, Country or region and Postal code are on the designated lines

Note: The Country or Region should be a the two character abbreviation for the country or region, such as US for United States, CA for Canada, SE for Sweden, etc.

A Primary email address is specified

The Media for PTFs is set to *DVDROM for V6R1 and higher releases

Note: If Call central site support is set to *YES, the Help desk or pager number will be used as the primary contact telephone number.

The instructions below are intended to delete any previous service configuration, Point-To-Point profiles, line descriptions and configuration files that may have been restored from another system and recreate it. The instructions are for a direct internet connection. Reference document N1018762: CRTSRVCFG Command for other configuration options.

Do the following while signed on with a user profile that has *SECOFR authority:

DLTSRVCFG DLTCMNCFG(*YES)

WRKTCPPTP and delete (4=Remove) any remaining profiles that begin with the letter 'Q'

WRKLIND LIND(Q*) and delete (4=Delete) any remaining lines that have the type of *PPP and begin with the letter 'Q'. Also delete QESLINE  and QTILINE  which are type *SDLC

RMVLNK OBJLNK('/qibm/userdata/os400/universalconnection/*')

Note: An error like 'Requested operation not allowed. Access problem.' might appear. Disregard.

CRTSRVCFG ROLE(*PRIMARY) CNNTYPE(*DIRECT) CNTRYID(*SELECT) STATE(*SELECT)

Select the appropriate country/region

Select the appropriate state/province (this is the state/province that the system is physically located)

If there is a proxy server involved, specify the appropriate proxy information

Note: If msgCPD0A35 is received after run CRTSRVCFG, check the RC related and refer to document      N1022494-CRTSRVCFG/CHGSRVCFG fails with msgCPD0A35: Java exception not handled for user-defined for usual stuff that could cause the error.

The instructions are intended to clean up any old ESA scheduled job entries that may still exist or have been restored.

Do the following while signed on with a user profile that has *SECOFR authority:

GO SERVICE

Select option 1. Change Service Agent attributes

Specify Enable as *NO and press <ENTER>

Press F12=Cancel

WRKJOBSCDE JOB(QS*)

Select option 4=Remove next to the following entries, if they exist:

QSJERRRPT QSJHEARTBT QS9AUTOPTF QS9AUTOTST or QS9SACOL

GO SERVICE

Select option 1. Change Service Agent attributes

Specify Enable as *YES and press <ENTER>

Page down to the second page

In the Service Information section, change the Collect Time to a time when the system is least busy and press <ENTER>

Select option 10. Work with jobs

The following five jobs should be active: QS9HDWMON, QS9PALMON, QS9PRBMON, QS9PRBSND and QS9SFWMON

Press F12=Cancel

Note: The job QS9SFWMON won't be listed if the PTF (or superseded) for the appropriate OS version is applied. Reference document N1022474 - Disable automatic problem reporting of legacy Software FFDC (First Failure Data Capture) - QS9SFWMON job for additional information.

Note: QS9UAK might also be shown as scheduled job. This job is only required when system is a Power 8 AND standalone. Otherwise, it's not required. Could be disable by doing CHGSRVAGTA REFRESHUAK(*NO). More information about UAK and ESA could be found at Manage update access keys with IBM Electronic Service Agent (ESA) on IBM i document.

More information about scheduled jobs could be found at document N1011317 - Electronic Service Agent Jobs

To test the configuration and connection, order a PTF cover letter.

The following command orders the latest cumulative package cover letter:

SNDPTFORD PTFID((SF98xxx *ONLYPRD *ONLYRLS))

**Where xxx is the OS release, ie. SF98540 for V5R4, SF98610 for V6R1, SF98710 for V7R1, SF98720 for V7R2 and SF98730 for V7R3.

To test that ESA is working, send a test problem using the following steps:

GO SERVICE

Select option 15. Send test problem

Leave the Error log identifier as 00000000 and press <ENTER>

Press F12=Cancel

WRKPRB to monitor the status of the Test Problem

Press F5=Refresh

The test problem should go to a SENT status

If the test problem has changed to SENT status within 15 minutes, check the ESA audit log for messages

GO SERVICE

Select option 14. Display audit log

Specify B in the Position to line at the top and press <ENTER> to get the most current messages

To test connectivity to IBM backend servers use below commands:
- VFYSRVCFG SERVICE(*ECS) VFYOPT(*ALL) let it complete may take a while.
- VFYSRVCFG SERVICE(*FIXREP) VFYOPT(*ALL) let it complete may take a while.
- VFYSRVCFG SERVICE(*PRBRPT) VFYOPT(*ALL) let it complete may take a while.
- VFYSRVCFG SERVICE(*SPCFG) VFYOPT(*ALL) let it complete may take a while.
- VFYSRVCFG SERVICE(*SRVAGT) VFYOPT(*ALL) let it complete may take a while.
The VFYSRVCFG commands log to joblog:  IP address, protocol and port used along with success or failure information.
CPIAC59: Verification was successful.
CPIAC60: Verification was not successful.
CPIAC61: The value does not match an existing service destination.
Recommended PTFs for ESA and 'Delete and recreate service configuration' steps need to be follow correctly.

NOTE: Effective June 30, 2020, IBM® will withdraw Performance Management for Power® Systems (PM) services from marketing.
Support for these product will be withdrawn effective September 30, 2020.
Additional information and steps to stop send data are included in Disabling PM Agent
document


Note: ECS and ESA must be operational in order for PM data to be sent successfully too.

Configure Collection Services:

ENDPFRCOL FRCCOLEND(*YES)

CFGPFRCOL DFTCOLPRF(*STANDARDP)

STRPFRCOL COLPRF(*CFG)

Enable PM Agent:

CFGPM400 on V6R1 and lower systems

CFGPMAGT on V7R1 and higher systems

Review the PM eServer iSeries Signoff Approval information and press <ENTER>

Specify Select connectivity option for sending performance data to IBM as 1 = Send data with Service Agent and Receive performance data as 0 = No and press <ENTER>

If presented with a screen about the Q1PMOD mode description for remote systems, press <ENTER>

Verify the contact information is correct, especially the email address as this is the email address that will receive the communications from the PM website.

Note: This contact information is not the same as the system contact information

Press <ENTER> until the configuration is complete

Congratulations!

You have successfully configured ECS/ESA and PMAgent.

If there are failures at any point in the steps, generate a job log: DSPJOBLOG JOB(*) OUTPUT(*PRINT)

Using the Support Portal , use the Search Support option to search on any error messages for resolution.

If the problem need to be reported to IBM Support Center, collect the information using QMGTOOLS. Check following document for instructions:
https://www.ibm.com/support/pages/qmgtools-collect-ecsesa-data

Additional information could be found at N1022201 - QMGTOOLS: Electronic Services

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Historical Number

647622423

Document Information

Modified date:
28 July 2020

UID

nas8N1010756