IBM Support

MustGather: Collecting Data for IBM API Connect as a Service on Amazon Web Services (AWS)

Troubleshooting


Problem


When opening a case with API Connect SaaS on AWS, provide a detailed problem description to include the following information:

1. Description of the problem

  • Fully describe the problem you are experiencing (please provide the full error messages).
  • What were you attempting when the problem occurred?
  • When did you first noticed it?
  • When applicable, please provide a list of steps to re-create the problem (screen images will help to identify more details)
  • Define the scope of the issue: How many objects (APIs, Products, and so on) have the issue? Could you identify some difference between the object with the issue and the one without? This could help to find the possible cause.
2. Are you able to re-create the problem?
Is it repeatable or a one-time problem? If it can be repeated or re-created easily, please provide detailed steps and artifacts so IBM Support can attempt to re-create this internally.  When you reproduce the issue please provide the start and finish time of the test, this helps IBM Support to review logs.
Re-create the issue using these steps: 
  • From the Chrome menu bar select View > Developer > Developer Tools .
  • From the panel opens at the bottom of your screen, select the Network tab.
  • Look for a round Record button (Record button) in the upper left corner of the Network tab, and make sure it is red. If it is gray, click it once to start recording.
  • Check the box next to Preserve log .
  • Click the Clear button (Clear button) to clear out any existing logs from the Network tab.
  • Re-create the issue.
  • Also expand all the entries Developer Tools > Console tab and copy paste all the entries to a text file and upload it to the ticket.
  • Once you have reproduced the issue, right click anywhere on the grid of network requests, select Save as HAR with Content , and save the file to your computer.
  • Save your HAR file.
  • Upload the HAR file and  Console tab text file
3. Do you have a work around in place?
If yes, please provide full details.
4. Has anything recently changed in the environment before the problem started happening?
  • Has anything recently changed in the environment before experiencing the problem?
  • Have any settings been changed?
  • Have any APIs or API operations been updated?
Components
API Manager / UI based issues
  • Error code returned
  • Time the problem occurred with time zone
Portal-based issues
  • Portal site URL
  • Username of person who saw the issue
API Call issues
  • Full API URL impacted - include the hostname
  • HTTP Method used
  • Expected result
  • Incorrect Result
  • Complete curl example to reproduce the issue.  Include the verbose flag in the curl command (-v) to capture headers, client ID and secret, and so on.
  • Frequency and time (with time zone) of the problem occurring
In order to gather X-APIM header
  • In the browser, go to Web Developer tools -> Network -> Headers can get X-APIM header
Problems with APIC toolkit (CLI)
  • Reproduce the issue with debug enabled by passing the --debug flag.  For example, this would list the catalogs with the debug flag set:
./apic catalogs:list -s api-manager.us-east-a.apiconnect.test.automation.ibm.com -o support --debug
  • Toolkit/CLI version details apic version

Document Location

Worldwide

[{"Type":"MASTER","Line of Business":{"code":"LOB45","label":"Automation"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSMNED","label":"IBM API Connect"},"ARM Category":[{"code":"a8m50000000L0rvAAC","label":"API Connect"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"}]

Document Information

Modified date:
08 February 2023

UID

ibm16590899

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