Overview: Troubleshooting

Use the links provided in this topic to learn about troubleshooting and problem determination capabilities.

What is new for troubleshooters

This topic provides an overview of new and changed features in troubleshooting tools and support.

Diagnosing problems (using diagnosis tools)

This topic provides a place to start the search for troubleshooting information.


Troubleshooting overview

Troubleshooting is the process of finding and eliminating the cause of a problem. Whenever you have a problem with the IBM software, the troubleshooting process begins as soon as you ask yourself, "what happened?" A basic troubleshooting strategy at a high level involves:

  1. Recording the symptoms.

  2. Recreating the problem.

  3. Eliminating possible causes.

  4. Use diagnostic tools.


Recording the symptoms of the problem

Depending on the type of problem you have, whether it be with the application, the server, or the tools, you might receive a message that indicates something is wrong. Always record the error message that you see. As simple as this sounds, error messages sometimes contain codes that might make more sense as you investigate the problem further. You might also receive multiple error messages that look similar but have subtle differences. By recording the details of each one, we can learn more about where the problem exists.


Recreating the problem

Think back to what steps you were doing that led you to this problem. Try those steps again to see if we can recreate this problem. If we have a consistently repeatable test case, you will have an easier time determining what solutions are necessary.


Eliminating possible causes

Narrow the scope of the problem by eliminating components that are not causing the problem. By using a process of elimination, we can simplify your problem and avoid wasting time in areas that are not culprits. Consult the information in this product and other available resources to help with the elimination process.

See the information on troubleshooting and support to learn more about problem determination tools provided by the product. To investigate if anyone else has experienced this problem or if there is a fix that we can download, search IBM Support portal for answers.


Use diagnostic tools

As a more advanced task, there are various tools that we can use to analyze and diagnose problems with the system. To learn how to use these tools see the information about using diagnosis tools to diagnose problems. .


Related concepts

  • Troubleshooting and support


    Related tasks

  • Diagnosing problems (using diagnosis tools)