Troubleshooting help from IBM
If not able to resolve a WAS problem by following the steps described in the Troubleshooting guide, by looking up error messages in the message reference, or looking for related documentation on the online help, contact IBM Technical Support.
Purchase of WAS entitles you to one year of telephone support under the Passport Advantage program. For details on the Passport Advantage program, visit http://www.lotus.com/services/passport.nsf/WebDocs/Passport_Advantage_Home.
The number for Passport Advantage members to call for WAS support is 1-800-237-5511. Please have the following information available when you call:
- Your Contract or Passport Advantage number.
- Your WAS version and revision level, plus any installed fixes.
- Your operating system name and version.
- Your database type and version.
- Basic topology data: how many machines are running how many application servers, and so on.
- Any error or warning messages related to the problem.
IBM Support has documents that can save you time gathering information needed to resolve this problem. Before opening a PMR, see the IBM Support page.
IBM Support Assistant
IBM Support Assistant allows you to search multiple knowledge repositories and gives you access to the latest product information. We can choose to be guided through the problem symptoms or view a complete listing of advanced tooling for analyzing everything from logs to memory dumps. Using the IBM Support Assistant Workbench installed on a local workstation running the Windows or Linux Intel operating system, we can connect to the IBM Support Assistant Agent installed on a remote system running on the AIX, Linux, Windows, or Solaris operating system. Use IBM Support Assistant to run automated, symptom-specific data collectors. This data can then be attached to an IBM Service Request so that we can get help from IBM Support.
The Collector Tool
WAS comes with a built-in utility that collects logs and configuration information into one file, the Collector Tool. IBM Support might ask you to run this tool and submit the output.
Tracing
WAS support engineers might ask you to enable tracing on a particular component of the product to diagnose a difficult problem.
For details on how to do this, see Enable trace.
Consulting
For complex issues such as integration with legacy systems, education, and help in getting started quickly with the WebSphere product family, consider using IBM consulting services. To learn about these services, browse the Web site http://www.ibm.com/services/fullservice.html.
Related tasks
Use IBM Support Assistant
Related
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