WAS v8.5 > Troubleshoot

Troubleshooting help from IBM

If you are not able to resolve a WebSphere Application Server problem by following the steps described in the troubleshooting topics, 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.

If we cannot resolve your problem by any of the preceding methods:

1. Go to the WAS support page.

2. Expand the Contact Support section.

   • Click "Exchanging information with IBM Tech Support", and follow the information collection instructions provided.

   • Click "Directory of worldwide contacts" to find the appropriate contact information for the geography.

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

Use the IBM Support Assistant to organize your problem solving investigations and get the latest troubleshooting tools to analyze everything from logs to memory dumps. The IBM Support Assistant provides access to many of the same troubleshooting tools that our IBM Technical Support teams use when solving problems.

IBM Support Assistant Data Collector

The IBM Support Assistant Data Collector is a utility for running automated, symptom-specific data collection scripts. These scripts gather logs, trace, configuration, system-specific information, and other symptom-specific data that is useful to diagnose various potential problems. We can attach the resultant collections to an IBM Service Request so that we can get help from IBM Support. The IBM Support Assistant Data Collector is included with WAS, and can be run from your $app_server_root/bin directory. 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.

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 website http://www.ibm.com/services/fullservice.html.

Subtopics

• Diagnose and fixing problems: Resources for learning
  In addition to the information center, there are several Web-based resources for researching and resolving problems related to the WAS.
• Use IBM Support Assistant
  IBM Support Assistant is a free troubleshooting application that helps you research, analyze, and resolve problems using various support features and tools. IBM Support Assistant enables you to find solutions yourself using the same troubleshooting techniques used by the IBM Support team, and it allows you to organize and transfer your troubleshooting efforts between members of your team or to IBM for further support.
• Use the IBM Support Assistant Data Collector
  The IBM Support Assistant Data Collector for WAS is a tool we can run to gather data from the application server system for problem determination purposes. It replaces the collector tool, which is deprecated.

Related

Use IBM Support Assistant
Use the IBM Support Assistant Data Collector

Reference:

Diagnose and fixing problems: Resources for learning

+

Search Tips   |   Advanced Search