IBM Support

Exchanging information with IBM Software Support for problem determination

Troubleshooting


Problem

This document describes how to submit diagnostic information to IBM, so problem determination can begin for an IBM Support case. This document also describes how to receive information from IBM.

Cause

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

Resolving The Problem

Important links:
- Enhanced Customer Data Repository (ECuRep) - Overview. See the tabs for details to prepare and send data. More details are in this document.
- Receive ECuRep Notifications. Sign up for news about ECuRep.  This link includes a couple of announcements for changes that were postponed to 5 October 2020.

  The initial details are at ECUREP customer documentation server has discontinued support for TLS SHA-1 ciphers on 7/27/2020
  The new date is documented in Disablement of SHA-1 cipher suites and limiting anonymous log-in for ECuRep FTP server.

  The two major changes are:
    - The plain FTP servers, ftp.ecurep.ibm.com, and ftp.ap.ecurep.ibm.com, will be discontinued for manual data upload on 5 October 2020. For example, utilities Java® utility IBM® Secure Diagnostic Data Upload Utility (SDDUU) and IBM z/OS® Problem Documentation Upload Utility (PDUU) are still able to use these servers because they use end-to-end encryption.
    - Also, on 5 October 2020 we will disable cipher suites that use SHA-1 hashing algorithms.  
- FAQs About GDPR-related Changes to ECuRep and Testcase FTP File Uploads - including details about the Transfer ID and about certificates needed for some transfer methods.  There is no change required for attaching files with the IBM Support case interface.
Send files to or receive files from the IBM Enhanced Customer Data Repository (ECuRep) by using one of the following methods:
 

Notes:


Send files directly to ECuRep by using FTPS/SFTP

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

Important Notes:

  • To send files to this server, you must have an open case with the support center. The complete case 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
    - HTTPS, which includes a secure browser interface at https://www.secure.ecurep.ibm.com/app/upload_sf
    - 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
  • For every transfer of compressed or non-text data, use binary mode.  This statement includes intermediate transfers of z/OS or IBM i documentation to a workstation before upload to the IBM site.
  • If the data set is encrypted, include the encryption key in an update in your IBM Support case or in an email sent to ibm_support@ecurep.ibm.com. The case number 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, by using the put or mput command), but you cannot update it. You 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 Support representatives.

Prepare data in a compressed or packed format

Submit files to the FTP server

See options at Enhanced Customer Data Repository (ECuRep) - Send data. Each tab has example commands (ftps or sftp), URLs, or JCL (z/OS).
A simple option for web browser uploads is https://www.secure.ecurep.ibm.com/app/upload_sf.  You can also upload files by using the Attachments option in your IBM Support case.
If a platform directory is needed for an FTP command or JCL, change to the directory for your platform.  Special processing is done for some of the directories or for some file name extensions, for example .tar, .zip, .trs, and .savf.
  • 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
  • Other: toibm/other
File Naming Convention: the files that are put on the FTP site must include the IBM Support case number as part of the name. Your case will be updated when the upload is successful.  There might be a slight delay while processing of the upload occurs.

The file naming convention is TS<xxxxxxxxx>.yyy.zzz
Where
TSxxxxxxxxx  = IBM Support case ID, for example TS001234567
yyy          = Short description of the file
zzz          = File type or file extension, for example tar, TRS, or zip
For example: TS001234567.trace.zip or TS001234567.dump.trs

Examples of FTP put commands:
Distributed platforms:
Enter: put your_file (by default, the target file name is the same as the source file name) or put your_file target_file (to provide a different name)
For example:
put TS001234567.mqdata.tar

IBM i:
Save your files into a save file. See MustGather: Collect documentation for IBM MQ for IBM i troubleshooting. Include the TGTRLS(*PRV) option on SAV and SAVOBJ commands. Enter: put your_file target_file.savf
For example:
put QGPL/P1234567A TS001234567.P1234567A.SAVF

z/OS:
Enter: put 'your_file' target_file (the source data set name is enclosed in single quotation marks)
For example:
put 'DSNAME.TRS' TS001234567.dump.TRS

Find sample JCL for z/OS at:
- Enhanced Customer Data Repository (ECuRep) - Send data (z/OS utility)
- FAQs About GDPR-related Changes to ECuRep and Testcase FTP File Uploads

Send files by using the secure upload HTTPS Form

  1. Use the following link to upload files directly to an IBM Support case via the web:
    https://www.secure.ecurep.ibm.com/app/upload_sf
  2. Enter your case number, which is of the format TS001234567, on the first page.
  3. On the next page, select the files that you want to upload.

Notes:

  • Some browsers have limitations that prevent files larger than 2GB from being uploaded.
  • If JavaScript is enabled, you see progress information.
  • Do not close the browser window until you see confirmation that the upload was successful.

Email files directly to ECuRep

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

  1. Create an email message addressed to the following email address:
    ibm_support@ecurep.ibm.com
  2. In the subject line, include your complete IBM Support case number, which is of the format TS001234567.
  3. In the body of the message, put a brief description of the problem symptoms and describe the files you sent in.
  4. Attach the files (compressed if large) to the email.
  5. You will receive an automated reply once your email is processed. If your email cannot be associated to an existing case, it is tagged as lost and eventually deleted.

Note: Depending on your internet connection and email server, allowable attachment file might be significantly less than the 20 MB limit. When in doubt, you can simply use the FTP steps to ensure timely delivery of your files.

Receive files from IBM Software Support

Occasionally IBM Software Support needs to make files available for customer download. When the support center publishes a file for your case, the case will be updated with download instructions. 

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.

[{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SSYHRD","label":"IBM MQ"},"ARM Category":[{"code":"a8m0z000000cvtdAAA","label":"Product Documentation"}],"Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF012","label":"IBM i"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"},{"code":"PF035","label":"z\/OS"}],"Version":"All Version(s)","Line of Business":{"code":"LOB15","label":"Integration"}},{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SSNQK6","label":"IBM Integration Bus"},"ARM Category":[{"code":"a8m0z000000brDCAAY","label":"IIB2"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)","Line of Business":{"code":"LOB15","label":"Integration"}},{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SSFKSJ","label":"WebSphere MQ"},"ARM Category":[{"code":"a8m0z000000cvtdAAA","label":"Product Documentation"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)","Line of Business":{"code":"LOB15","label":"Integration"}},{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SSDR5J","label":"IBM App Connect Enterprise"},"ARM Category":[{"code":"a8m0z000000brDHAAY","label":"ACEv11"}],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)","Line of Business":{"code":"LOB15","label":"Integration"}}]

Product Synonym

WebSphere MQ

Document Information

Modified date:
25 August 2020

UID

swg21392217