Host Access Transformation Services Troubleshooting

 

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Research the problem

  1. Review the available HATS documentation:

    Start > Programs > IBM WebSphere HATS > Library

  2. Review the readme file

    Start > All Programs > IBM WebSphere HATS > Readme

  3. See if there is a new product update that might resolve the problem.

  4. Search the IBM support sites for product support information (downloads, technical notes, etc.).

    It is best to search the IBM support sites directly, rather than using wider Internet search because most IBM support documents are not static Web pages - their contents are stored in a database and the Web page for each document is actually dynamically generated when requested. Hence most Web search engines cannot access or cannot index these documents.

  5. Refer to IBM Web pages for additional product support information in

  6. Report your problem to IBM.

 

Part 2: Searching IBM Web sites for a solution

The following Web sites and search engines can help you find WebSphere Host Access Transformation Services problem information:

 

Part 3: Reporting problems to IBM

If you experience a problem that you cannot find a resolution to in any of the local or Web-based support documents or in the product newsgroups, you might need to request assistance from IBM's software support product specialists.

Prerequisites

Prepare your problem description and support request. Be as specific and complete as possible. The following steps help you outline and describe your problem:

  1. Complete the Worksheet for preparing to call IBM Support. This worksheet helps capture any messages or other diagnostic information produced. You might also want to either copy, print, or capture the screens and workflow that leads to the problem.

  2. Determine the business impact so that you can assign a severity level and priority level (set them to the same value) to your problem report:

    • Severity 1 - Critical business impact. You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution.

    • Severity 2 - Significant business impact. The program is usable but is severely limited. .

    • Severity 3 - Some business impact. The program is usable with less significant features (not critical to operations) unavailable.

    • Severity 4 - Minimal business impact. The problem causes little impact on operations or a reasonable circumvention to the problem has been implemented.

  3. Submit your support request, known as a PMR (Problem Management Report) to IBM Software Support in one of the following ways:

  4. Rename the hatspdstudio.jar file captured by the HATS infobundler to match the PMR number. For more information, see Please have these files ready to share with your support representative:.

    For example, if the PMR number is 12345,798, then rename the hatspdstudio.jar to PMR123456789.jar before transferring it. Place any additional problem information files, such as screen captures or text files with extra details, in a compressed PMR12345798.zip file.

  5. IBM's software specialists will instruct you where to transmit your archive file after you open the Problem Management Record (PMR). Carefully follow their instructions to avoid delays in responding to your support request.

    For example, to FTP files to the IBM testcase site:

    • FTP to testcase.boulder.ibm.com

    • User ID: Anonymous

    • Password: your e-mail ID

    • Change to the HATS directory: cd ps/toibm/hats

    • Enter bin to transmit the file as binary

 

Other sources of IBM support, service, and education information

 

Service updates

You can access the list of the latest service updates and fix packs or review the list from the Host Access Transformation Services Support Web site at http://www.ibm.com/software/webservers/hats/support.html.

To determine the service level of Host Access Transformation Services on your system:

  1. Open the WebSphere Studio where HATS is installed

  2. From the Help menu, select About for the WebSphere Studio product you have installed.

  3. Click the button to view the Plugin information.

    For WebSphere Studio Version 5, the Provider is IBM Corporation and the Plugin names are HATS Documentation and HATS Plugin.

To download the latest service updates for Host Access Transformation Services, go to the Host Access Transformation Services Support Web site and click the All Support downloads link inside the Support downloads box. A list of HATS downloads appears. Choose the download you want and register or verify your registration for downloading Host Access Transformation Services files. When you pass the verification, you can download the files. A Readme or other installation instructions associated with the download describes how to install and use it.

 

Displaying the Java(TM) Console

The Java Console or Java Log displays information about Java events. In additon, you can have HATS messages and trace data saved here.

 

Displaying the Java Console in Netscape

To display the Java Console while using the Netscape browser:

The Java Console appears in a separate window.

 

Displaying the Java Console in Internet Explorer

To display the Java Console while using the Internet Explorer browser:

  1. Select Tools > Internet Options from the main menu bar.

  2. Click the Advanced tab.

  3. Scroll down to the Microsoft VM section and click in the checkbox next to Java Console Enabled to enable the Java Console. (This requires you to restart the browser.)

  4. Click Apply.

  5. Click OK.

  6. Stop Internet Explorer as well as any other open instances of the browser and restart it.

  7. Select View > Java Console from Internet Explorer's main menu to view the Java Console. The Java Console window appears.

 

Displaying the Java Console when running the Java 2 plug-in

To display the Java Console when running the Java 2 plug-in, double click the Java icon in the bottom-right side of your screen. This launches the Java Console.

 

Worksheet for preparing to call IBM Support

If you determine that you need IBM assistance to solve a problem with Host Access Transformation Services, then complete this IBM support checklist for WebSphere Host Access Transformation Services. The following is a list of the information that the IBM Support Center might need to help diagnose your problem. You can print a copy of this list, and then fill in the blanks, before contacting IBM for support.

 

Description of the problem and the environment

  1. Problem Summary:

    _______________________________________________________________________

    _______________________________________________________________________

    _______________________________________________________________________

    _______________________________________________________________________

  2. Host Access Transformation Services version, release, and fix pack level: _______________________________________.

    Refer to Service updates to determine the Host Access Transformation Services version and access the available fix packs.

  3. WebSphere Studio product, version, release, and fix pack level: __________________________

  4. Type of emulation being used: TN3270____TN5250____ 3270 print _____ 5250 print_____

  5. Client operating system: ______________________________________

  6. Browser version used to run the HATS application:

    Internet Explorer: ________________

    Netscape: ________________

    Other: ________________

    To determine your browser version, select Help on the browser toolbar and then select About Internet Explorer, About Netscape, or the appropriate selection for your particular browser.

  7. HATS Server's operating system: ____________________________

    On Windows, go to the Windows Control Panel (Start > Settings > Control Panel) and open the System application. The first window of the System application displays information about your operating system.

  8. WebSphere Application Server level: _________________________

  9. Web server:

    Name ________

    Version _______

    Release ______

  10. Are there any messages posted in the Java Console? See Displaying the Java(TM) Console for instructions on how to display the Java Console in the Netscape or Internet Explorer browsers.

  11. If the problem occurs when the browser client is connected to a WebSphere Application Server, does it also occur when you use Run On Server in the HATS Studio? Yes_____ No _____

  12. Does the problem occur regularly ______ or only occasionally? _________

  13. Does the problem occur with Netscape Navigator ______, Microsoft Internet Explorer ________, or both __________?

  14. Does this problem occur on specific screens or all screens?____________________________________

  15. Steps to recreate:

    _________________________________________________

    _________________________________________________

    _________________________________________________

    _________________________________________________

    _________________________________________________

    _________________________________________________

  16. What type of security is being used? None_____ SSL _____ TLS _____ Server Authentication_____Client Authentication_____ Native Authentication_____ Web Express Logon_____

  17. If security is being used, what type of certificate? CA______ Self Signed ______

  18. Describe the Network Environment:

    ________________________________________________

    ________________________________________________

    ________________________________________________

    ________________________________________________

    ________________________________________________

    ________________________________________________

 

Please have these files ready to share with your support representative:

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