Troubleshooting
Problem
You might experience a CALL_HOME function error. The error can be for the following REST API command:
https://<hostIP>/admin/resources/repair_call_home?force.
The system health check report displays the following two events:
- CWZIP3523E IBM Cloud Pak System is not able to communicate with IBM for Call Home events.
- CWZIP3529E The Call Home request failed while attempting to close service ticket.
Symptom
The caller specifies that the service destination must be a registered service and the URL is not found in the service provider file, or a service destination alias name is provided, and the destination is not found in the service provider file.
Diagnosing The Problem
Verify the problem with the following operations:
- Click Test Connection.
- Click Send Test Service Ticket.
- Test whether PMRs were created successfully.
After a couple of hours, IBM Cloud Pak System is not able to communicate with IBM for Call Home events (critical events were created). It seems to be an automatic task within IBM Cloud Pak System to check the CallHomefunctionality every 2 hours. - Click Test Connection.
- Click Send Test Service Ticket. The following error is displayed:
CWZIP3509E The Call Home request failed while submitting a request to create a new service ticket. CWZIP3554E Connection to the remote host failed. - Run the REST API command:
https://<hostIP>/admin/resources/repair_call_home?force. - Click Test Connection.
- Click Send Test Service Ticket. The following error is displayed:
CWZIP3509E The Call Home request failed while submitting a request to create a new service ticket. CWZIP3554E Connection to the remote host failed.
Resolving The Problem
Resolution:
Upgrade to Version 2.3.1.1.
Document Location
Worldwide
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Document Information
Modified date:
11 September 2020
UID
ibm11110201