WAS v8.5 > New featuresNew features overview for troubleshooting
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Troubleshooting overview
Troubleshooting is the process of finding and eliminating the cause of a problem. Whenever we have a problem with your IBM software, the troubleshooting process begins as soon as you ask yourself what happened? A basic troubleshooting strategy at a high level involves:
- Recording the symptoms.
- Recreating the problem.
- Eliminating possible causes.
- Using diagnostic tools.
Recording the symptoms of the problem
Depending on the type of problem we have, whether it be with the application, your server, or your 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 your 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 your 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.
- How did you first notice the problem?
- Did we do anything different that made you notice the problem?
- Is the process that is causing the problem a new procedure, or has it worked successfully before?
- If this worked before what has changed? The change can refer to any type of change made to the system, ranging from adding new hardware or software, to configuration changes to existing software.
- What was the first symptom of the problem you witnessed? Were there other symptoms occurring around that point of time?
- Does the same problem occur elsewhere? Is only one machine experiencing the problem or are multiple machines experiencing the same problem?
- What messages are being generated that could indicate what the problem is?
Eliminating possible causes
Narrow the scope of your 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 your 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 used 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. .
Subtopics
- What is new for troubleshooters
This version provides many new features for troubleshooting and servicing the product, with a focus on the ability to automatically detect and recover from problems.
Related concepts:
Troubleshoot
Related
Diagnosis tools