Before you call service

 

Before you call service, follow this checklist. The checklist includes instructions for solving the most common problems with your DB2^® UDB for iSeries™ database.

Proceed through the checklist until you reach a solution or determine that call service. In the event that call service, the checklist can help gather the information that a service person needs.

1. Check the online help and documentation in the i5/OS Information Center.

2. Search for a possible match to your problem from Software Knowledge Base

   . The Software Knowledge Base contains information about known problems and answers to frequently asked customer questions.

3. Determine if there is a program temporary fix (PTF), also called a fix, related to your problem. Check Fixes

   and see PTF Cover Letters

   for a list of cover letters sorted by release, by date, or by fix number. A PTF cover letter provides information about the specific PTF, releases affected, prerequisite and corequisite PTFs, and so on. If you find the PTF that you need, you can obtain it by following the instructions on the Ordering PTFs

   Web page. You can order PTFs over the Internet, on Media, through Program Services, or using telephone Voice Support.

4. Debug your program and determine if the problem is in the software supplied by companies other than IBM. If you suspect that the problem is within the non-IBM software, contact the software vendor directly.

5. Find the most recent available level of the database fix pack on the Preventative Service Planning - PSP

   Web page.

6. Check the level of your database fix pack (also known as a PTF group) using the Work with Program Temporary Fix Groups (WRKPTFGRP) command WRKPTFGRP SF99v0r, where v is the version and r is the release.

   • If the PTF group is not found and your problem is urgent, proceed to the next step.

   • If the PTF group is not found and your problem is not urgent, order the appropriate PTF group on the Preventative Service Planning - PSP

     Web page.

   • If the PTF group is found and it is at the current level, proceed to the next step.

   • If the PTF group is found but it is not at the current level and your problem is urgent, proceed to the next step.

   • If the PTF group is found but it is not at the current level and your problem is not urgent, order the appropriate PTF group on the Preventative Service Planning - PSP

     Web page.

7. If you are unable to solve the problem in the previous steps, contact service. You can report your problem online on the Software Service Request

   Web page. Be prepared to give the following information:

   • PTF level

   • Job log with details. To obtain this, run the query in DEBUG mode and check JOBLOG. Also save the system settings, SQL packages, and DB monitor data.

   • Details on the action that caused the problem.

   • Resources and work management:

     • QQRYDEGREE and CHGQRYA

     • Memory and MAX ACTIVE settings

     • List of other jobs and programs that are running

   • File statistics:

     • Size of objects

     • Number of rows

     • Number of indexes

   • History of the problem:

     • Performance of application or query before the problem occurred

     • Reproducibility of problem

     • Fixes applied

     • Last upgrade

   • Details about how the problem impacts your business

 

Parent topic:

Troubleshooting