Collecting and exchanging data: Jazz for Service Management installation problems

Troubleshooting

Problem

For every problem, collecting data can aid in problem determination and save time resolving PMRs, particularly if the data is gathered before opening the PMR with IBM® Support.

Resolving The Problem

When you collect troubleshooting data early, it helps IBM® Support to quickly determine if:

There are symptoms that match known problems (rediscovery).
There is a non-defect problem that can be identified and resolved.
There is a defect that identifies a workaround to reduce severity.
There is a root cause that can be located and can speed development of a code fix.

Before you open a Service Request (SR), previously known as a Problem Management Record (PMR), you can gather general information about your problem. You can attempt to isolate the problem to a component of the Jazz for Service Management integration service and gather data specific to that component or problem, as outlined in the Getting started tab.
You can then collect the troubleshooting data, as outlined in the Collecting data tab.
After you collect data, you can submit that data to IBM Support, as outlined in the Exchanging data with IBM Support tab.

Gather general information about your environment, including installed integration services, operating system, and middleware. Try to isolate the problem to a component of the integration service and type of failure, and gather specific information on that problem; for example, installation failure for the Registry Services database, or disk space or access privileges on the Jazz™ for Service Management application server on which the integration services are installed.

Gathering general information
Isolating the problem by integration service, component, or issue

Gathering general information

When you enter general information into an electronically-opened SR/PMR by using the IBM Service Request application, it can help eliminate the delay in resolving your problem.

This table outlines the general information that you should gather.

Item	Description
Problem description	Provide a precise description of the problem.
Problematic integration service	Provide the name of the Jazz for Service Management integration service that is causing the problem.
Version	Provide the Jazz for Service Management version, including any fix packs, interim fixes, or test fixes that you have installed.
Installed integration services	Provide the list of other integration services that are installed, and specify whether installed on the same application server.
Dependencies	Provide the following information where applicable: Operating system details including name, version, level, and bitness (32 or 64 bit) Middleware details including middleware type (database or application server), version, and applied fix packs or interim fixes Client details including browser version or mobile operating system Deployed product details including product name, version, and any changes to the product state before the issue first occurred Any other details that might support troubleshooting the issue
Problem reproduction	Provide the steps to reproduce the issue.
Previous troubleshooting activities	Provide information about any troubleshooting activities that you have already performed and their outcomes.
Events and logs	Provide information about how this issue was first flagged and isolated as a Jazz for Service Management issue, including messages, logs, or events.

Isolating the problem by integration service, component, or issue

A problem can be isolated to an integration service, one of its components, or type of failure. You can then gather specific information about that problem and collect data. For example, if it is an installation problem, did it occur while running the launchpad, running a prerequisite scan, or running IBM Installation Manager..

**Problem isolation by integration service, component, or issue**
Component	Failure type	Related documents
Installation mode or scenario	Simple or Full installation failure Custom installation failure Silent installation failure	Use this document to learn how to collect data for any of these failures.
Disk	Disk read/write permissions Storage levels, for example, disk or drive full, or failed Prerequisite Scanner disk space prerequisite properties
Database	User permissions
Launchpad	Start up issues

To improve the accuracy and completeness of data collection, IBM recommends that you use the problem determination data collection scripts. These scripts gather the equivalent files as the manual process, and allows you to compress the data for secure transfer to IBM Support.

Collecting data by using the problem determination collection scripts

You can download, extract, and run the problem determination collection scripts on the target server that you have installed the software. Jazz™ for Service Management provides scripts to collect data for a simple or full, custom, or silent installation failure.

Downloading and extracting the scripts packages
Running the scripts for a simple or full installation failure
Modifying the properties file before running the scripts for a custom or silent installation failure
Running the scripts for a custom installation failure
Running the scripts for a silent installation failure

**Downloading and extracting the script packages**
You can download the compressed file containing the scripts from this document. JazzSM_Install_PD_scripts.zip Jazz for Service Management provides the following compressed file: `JazzSM_Install_PD_scripts.zip` The compressed file contains the scripts for UNIX and Windows systems. Extract the contents of the compressed file to a temporary directory, referred to as the `JazzSM_PD_Script_Home` directory, on the target server, Note: Ensure that the path to the directory does not contain any spaces, special, or non-ASCII characters.

**Running the scripts for a simple or full installation failure**
To run the scripts after a simple or full installation failure, do the following steps: Open a command window, and change to the directory for your platform: UNIX systems: `JazzSM_PD_Script_Home/Unix` Windows systems: `JazzSM_PD_Script_Home\Windows` Run the following script: UNIX systems: `./full_installation_PD.sh` Windows systems: `full_installation_PD.bat` The script collects the required data and creates a compressed file with the following name in the same location. UNIX systems: `JazzSM_PD_Script_Home/Unix/full_installation_data_time_stamp.tar.gz` Windows systems: `JazzSM_PD_Script_Home\Windows\full_installation_data_time_stamp.zip`

The scripts for collecting custom or silent installation failure data use the following properties files to determine the installation locations:

UNIX systems: JazzSM_PD_Script_Home/Unix/unix_custom_pd.properties
Windows systems: JazzSM_PD_Script_Home\Windows\windows_custom_pd.properties

The properties files provide default values for the installation locations, but you might have attempted to install Jazz for Service Management in non-default locations.

The scripts also use the value for the install.is.silent property to determine whether the scripts are run to collect data for custom or silent installation failure.

You can modify the properties files to change the values.

Property	Default value	Description
`jazzsm.home`	UNIX systems: `/opt/IBM/JazzSM` Windows systems: `C:\Program files\IBM\JazzSM`	The installation location of Jazz for Service Management.
`was.home`	UNIX systems: `/opt/IBM/WebSphere/Appserver` Windows systems: `C:\Program files\IBM\WebSphere\Appserver`	The installation location of IBM WebSphere® Application Server.
`db2.home`	UNIX systems: `/opt/ibm/db2` Windows systems: `C:\Program files\IBM\SQLLIB`	The installation location of IBM DB2® .
`db2.diag.home`	UNIX systems: `instance_home/sqllib/db2dump` Windows systems: `C:\Programdata\IBM\DB2\DB2COPY1\DB2\DIAG0000`	The location of the DB2 diagnostic logs .
`user.is.admin`	`true`	Flag to denote whether the logged in user is an administrator or root user. Change this value if the logged in user is a non-root user.
`installation.is.silent`	`false`	Flag to denote whether the data collection is for a custom or silent installation failure. Change this value if the data collection is for a silent installation failure.
`silent.install.response. files.location`	`Empty`	The location of the silent installation response files. You must specify the path if you want to run the script to collect data for a silent installation failure.
`silent.install.logs. location`	`Empty`	The location of the silent installation log files. You must specify the path if you want to run the script to collect data for a silent installation failure.

**Running the scripts for a custom installation failure**
To run the scripts after a custom installation failure, do the following steps: Open a command window, and change to the directory for your platform: UNIX systems: `JazzSM_PD_Script_Home/Unix` Windows systems: `JazzSM_PD_Script_Home\Windows` Run the following script: UNIX systems: `./custom_installation_PD.sh` Windows systems: `custom_installation_PD.bat` The script reads and displays the values for the installation locations from the `platform_name_custom_pd.properties` properties file. Review the values and enter one of the following options: `y`, if the values are correct and you want to continue with the data collection. `n`, if the values are not correct and you want to exit from the data collection. You can modify the properties file and run the script again.. The script collects the required data and creates a compressed file with the following name in the same location. UNIX systems: `JazzSM_PD_Script_Home/Unix/custom_installation_data_time_stamp.tar.gz` Windows systems: `JazzSM_PD_Script_Home\Windows\custom_installation_data_time_stamp.zip`

**Running the scripts for a silent installation failure**
To run the scripts after a silent installation failure, do the following steps: Modify the `platform_name_custom_pd.properties` properties file to set the values for the following properties: `install.is.silent property to true.` `silent.install.response.files.location property to the path to the silent installation response files.` `silent.install.logs.location property to the path to the silent installation log files.` Open a command window, and change to the directory for your platform: UNIX systems: `JazzSM_PD_Script_Home/Unix` Windows systems: `JazzSM_PD_Script_Home\Windows` Run the following script: UNIX systems: `./custom_installation_PD.sh` Windows systems: `custom_installation_PD.bat` The script reads and displays the values for the installation locations from the `platform_name_custom_pd.properties` properties file. Review the values and enter one of the following options: `y`, if the values are correct and you want to continue with the data collection. `n`, if the values are not correct and you want to exit from the data collection. You can modify the properties file and run the script again.. The script collects the required data and creates a compressed file with the following name in the same location. UNIX systems: `JazzSM_PD_Script_Home/Unix/custom_installation_data_time_stamp.tar.gz` Windows systems: `JazzSM_PD_Script_Home\Windows\custom_installation_data_time_stamp.zip`

Collecting data manually

If you cannot run the problem determination data collection scripts, you can collect the data manually. The set of files and data are dependent on the installation failure that occurred.

Collecting the data for a simple or full installation failure
Collecting the data for a custom installation failure
Collecting the data for a silent installation failure

Collecting data for simple or full installation failure

Gather the following directories from your system.

Operating system	Description
UNIX systems	Launchpad log files: `$HOME/jazzsm_launchpad` Prerequisite Scanner scan result and log files: `$HOME/prslogs`
Windows systems	Launchpad log files: `%USER_PROFILE%\jazzsm_launchpad` Prerequisite Scanner log files: `%USER_PROFILE%\prslogs`

Collecting data for custom installation failure

Gather the installation logs and data based on the operating system that is on the Jazz™ for Service Management server.

Select AIX® systems | Linux® and Linux for System z® systems | Windows® systems

**AIX systems**
Software	Description
Collect the following logs and output data from CLIs and scans: System data DB2® data, only if you attempted to install Registry Services or IBM Tivoli® Common Reporting Common installation data, such as: WebSphere® Application Server data Installation Manager data Prerequisite Scanner data Common Jazz for Service Management installation data Jazz for Service Management integration services data
System data, including Java™ version and operating system	Run and collect the output from the following commands: `java -version` `oslevel -r`
DB2 data, including version, drivers, and logs	Note: Only collect this data if you attempted to install Registry Services or Tivoli Common Reporting. Run and collect the output from the db2level command. See db2level - Show DB2 service level. Collect `/etc/services` files.
Collect data for the following software: WebSphere Application Server Installation Manager Prerequisite Scanner Common Jazz for Service Management installation
WebSphere Application Server data, including version, profile data, and logs	Collect the following directories: WAS_HOME`/logs` JazzSM_WAS_Profile`/logs`
Installation Manager log files	Depending on your environment, you can view these log files by using one of the following options: Viewing log files by using wizard mode Browse to the following directory and open the `datetimestamp.xml` file, where datetimestamp is the date and time that you ran the installation: `/var/ibm/InstallationManager/logs/`. If you cannot determine the problem from the logs, you can gather data to share with IBM Support. Exporting data for problem analysis by using the GUI Exporting data for problem analysis for silent installations Exporting data for problem analysis for imcl
Prerequisite Scanner scan results	Run Prerequisite Scanner and collect the results of the scan. Open the command window and change to the `JazzSM_Image_Home/PrereqScanner/JazzSMScripts` directory. Run the following convenience scripts: `./Scenario2_Typical.sh` `./Scenario2_Typical_TCR.sh` Collect the Prerequisite Scanner scan result and log files in `$HOME/prslogs`.
Jazz for Service Management installation data	Collect the following files and directories: JazzSM_HOME`/etc` JazzSM_HOME`/properties` JazzSM_HOME`/var`
Collect integration services data for those integration services that you attempted to install: Administration Services, including its UI IBM Dashboard Application Services Hub IBM Tivoli Common Reporting Registry Services Security Service
Administration Services data	Note: Only collect this data if you attempted to install Administration Services. Collect the following directories and files: JazzSM_HOME`/admin/etc/ConfigServiceProvider/conf/serviceProvider.properties` JazzSM_HOME`/admin/logs` JazzSM_HOME`/admin/servers` Run and collect the output from the JazzSM_HOME`/admin/bin/setServiceEnv.sh` script.
Administration Services UI data	Note: Only collect this data if you attempted to install Administration Services UI. Collect the following file: JazzSM_HOME`/admin_ui/etc/AdminServicesGUI/conf/adminservicesgui.properties`
IBM Dashboard Application Services Hub data	Note: Only collect this data if you attempted to install Dashboard Application Services Hub. Collect the following directory: JazzSM_HOME`/ui/logs` If you cannot determine the problem from the logs, you can gather data to share with IBM Support by using the `consoleLogCollector` script. See Exporting Dashboard Application Services Hub data for problem analysis.
IBM Tivoli® Common Reporting data	Note: Only collect this data if you attempted to install Tivoli Common Reporting. Collect the following files and directories: `$HOME/TCR31InstallMessage00.log` `$HOME/TCR31InstallTrace00.log` `$HOME/TCRInstaller-00.log` Deployment Engine log files: `/usr/ibm/common/acsi/logs/` JazzSM_HOME`/reporting/logs` JazzSM_HOME`/reporting/cognos/logs`
Registry Services data	Note: Only collect this data if you attempted to install Registry Services. Collect the following files and directories: JazzSM_HOME`/registry/etc/CLI.properties` JazzSM_HOME`/registry/logs`
Security Services data	Note: Only collect this data if you attempted to install Security Services. Collect the following directory: JazzSM_HOME`/security/logs`

Back to operating system options

**Linux and Linux for System z systems**
Software	Description
Collect the following logs and output data from CLIs and scans: System data DB2® data, only if you attempted to install Registry Services or IBM Tivoli® Common Reporting Common installation data, such as: WebSphere® Application Server data Installation Manager data Prerequisite Scanner data Common Jazz for Service Management installation data Jazz for Service Management integration services data
System data, including Java™ version and operating system	Run and collect the output from the following commands: `java -version` `uname -arv`
DB2 data, including version, drivers, and logs	Note: Only collect this data if you attempted to install Registry Services or Tivoli Common Reporting. Run and collect the output from the db2level command. See db2level - Show DB2 service level. Collect `/etc/services` files.
Collect data for the following software: WebSphere Application Server Installation Manager Prerequisite Scanner Common Jazz for Service Management installation
WebSphere Application Server data, including version, profile data, and logs	Collect the following directories: WAS_HOME`/logs` JazzSM_WAS_Profile`/logs`
Installation Manager log files	Depending on your environment, you can view these log files by using one of the following options: Viewing log files by using wizard mode Browse to the following directory and open the `datetimestamp.xml` file, where datetimestamp is the date and time that you ran the installation: `/var/ibm/InstallationManager/logs/` If you cannot determine the problem from the logs, you can gather data to share with IBM Support. Exporting data for problem analysis by using the GUI Exporting data for problem analysis for silent installations Exporting data for problem analysis for imcl
Prerequisite Scanner scan results	Run Prerequisite Scanner and collect the results of the scan. Open the command window and change to the `JazzSM_Image_Home/PrereqScanner/JazzSMScripts` directory. Run the following convenience scripts: `./Scenario2_Typical.sh` `./Scenario2_Typical_TCR.sh` Collect the Prerequisite Scanner scan result and log files in `$HOME/prslogs`.
Jazz for Service Management installation data	Collect the following files and directories: JazzSM_HOME`/etc` JazzSM_HOME`/properties` JazzSM_HOME`/var`
Collect integration services data for those integration services that you attempted to install: Administration Services, including its UI IBM Dashboard Application Services Hub IBM Tivoli Common Reporting Registry Services Security Service
Administration Services data	Note: Only collect this data if you attempted to install Administration Services. Collect the following directories and files: JazzSM_HOME`/admin/etc/ConfigServiceProvider/conf/serviceProvider.properties` JazzSM_HOME`/admin/logs` JazzSM_HOME`/admin/servers` Run and collect the output from the JazzSM_HOME`/admin/bin/setServiceEnv.sh` script.
Administration Services UI data	Collect the following file: JazzSM_HOME`/admin_ui/etc/AdminServicesGUI/conf/adminservicesgui.properties`
IBM Dashboard Application Services Hub data	Note: Only collect this data if you attempted to install Dashboard Application Services Hub. Collect the following directory: JazzSM_HOME`/ui/logs` If you cannot determine the problem from the logs, you can gather data to share with IBM Support by using the `consoleLogCollector script. See Exporting Dashboard Application Services Hub data for problem analysis.`
IBM Tivoli® Common Reporting data	Note: Only collect this data if you attempted to install Tivoli Common Reporting. Collect the following files and directories: `$HOME/TCR31InstallMessage00.log` `$HOME/TCR31InstallTrace00.log` `$HOME/TCRInstaller-00.log` Deployment Engine log files: `/usr/ibm/common/acsi/logs/` JazzSM_HOME`/reporting/logs` JazzSM_HOME`/reporting/cognos/logs`
Registry Services data	Note: Only collect this data if you attempted to install Registry Services. Collect the following files and directories: JazzSM_HOME`/registry/logs` JazzSM_HOME`/registry/etc/CLI.properties`
Security Services data	Note: Only collect this data if you attempted to install Registry Services. Collect the following directory: JazzSM_HOME`/security/logs`

Back to operating system options

**Windows systems**
Software	Description
Collect the following logs and output data from CLIs and scans: System data DB2® data, only if you attempted to install Registry Services or IBM Tivoli® Common Reporting Common installation data, such as: WebSphere® Application Server data Installation Manager data Prerequisite Scanner data Common Jazz for Service Management installation data Jazz for Service Management integration services data
System data, including Java™ version and operating system	Run and collect the output from the following commands: `java -version` `winver`
DB2 data, including version, drivers, and logs	Note: Only collect this data if you attempted to install Registry Services or Tivoli Common Reporting. Run and collect the output from the db2level command. See db2level - Show DB2 service level. Collect `%SystemRoot%\system32\drivers\etc\services` files.
Collect data for the following software: WebSphere Application Server Installation Manager Prerequisite Scanner Common Jazz for Service Management installation
WebSphere Application Server data, including version, profile data, and logs	Collect the directories: WAS_HOME`/logs` JazzSM_WAS_Profile`/logs`
Installation Manager log files	Depending on your environment, you can view these log files by using one of the following options: Viewing log files by using wizard mode Browse to the following directory and open the `datetimestamp.xml` file, where datetimestamp is the date and time that you ran the installation: `C:\ProgramData\IBM\InstallationManager\logs\` If you cannot determine the problem from the logs, you can gather data to share with IBM Support. Exporting data for problem analysis by using the GUI Exporting data for problem analysis for silent installations Exporting data for problem analysis for imcl
Prerequisite Scanner scan results	Run Prerequisite Scanner and collect the results of the scan. Open the command window and change to the `JazzSM_Image_Home\PrereqScanner\JazzSMScripts` directory. Run the following convenience scripts: `Scenario2_Typical.bat` `Scenario2_Typical_TCR.bat` Collect the Prerequisite Scanner scan result and log files in `%USERPROFILE%\prslogs`.
Jazz for Service Management installation data	Collect the following files and directories: JazzSM_HOME`\etc` JazzSM_HOME`\properties` JazzSM_HOME`\var`
Collect integration services data for those integration services that you attempted to install: Administration Services, including its UI IBM Dashboard Application Services Hub IBM Tivoli Common Reporting Registry Services Security Service
Administration Services data	Note: Only collect this data if you attempted to install Administration Services. Collect the following directories and files: JazzSM_HOME`\admin\etc\ConfigServiceProvider\conf\serviceProvider.properties` JazzSM_HOME`\admin\logs` JazzSM_HOME`\admin\servers` Run and collect the output from the JazzSM_HOME`\admin\bin\setServiceEnv.bat` script.
Administration Services UI data	Note: Only collect this data if you attempted to install Administration Services UI. Collect the following file: JazzSM_HOME`\admin_ui\etc\AdminServicesGUI\conf\adminservicesgui.properties`
IBM Dashboard Application Services Hub data	Note: Only collect this data if you attempted to install Dashboard Application Services Hub. Collect the following directory: JazzSM_HOME`\ui\logs` If you cannot determine the problem from the logs, you can gather data to share with IBM Support by using the `consoleLogCollector script. See Exporting Dashboard Application Services Hub data for problem analysis.`
IBM Tivoli Common Reporting data	Note: Only collect this data if you attempted to install Tivoli Common Reporting. Collect the following files and directories: `%UserProfile%\TCR31InstallMessage00.log` `%UserProfile%\TCR31InstallTrace00.log` `%UserProfile%\TCRInstaller-00.log` Deployment Engine log files: `C:\Program Files\IBM\Common\acsi\logs\User_Name` JazzSM_HOME`\reporting\logs` JazzSM_HOME`\reporting\cognos\logs`
Registry Services data	Note: Only collect this data if you attempted to install Registry Services. Collect the following files and directories: JazzSM_HOME`\registry\logs` JazzSM_HOME`\registry\etc\CLI.properties`
Security Services data	Note: Only collect this data if you attempted to install Security Services. Collect the following directory: JazzSM_HOME`\security\logs`

Collecting data for silent installation failure

Gather the following files associated with the silent installation.

Silent installation response file, for example, install_jazzsm_was_fullprofile_response.xml
Silent installation log file, which you specified when you attempted to run the silent installation

You must all collect the data for the custom installation, as outlined in Collecting data for silent installation failure.

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

Before you begin
Attaching files to PMRs in the Service Request application
Uploading files directly to ECuRep by using FTP
Uploading files securely by using HTTPS

You can also receive files from IBM Technical Support with ECuRep.

**Before you begin**
Ensure that you have the general information about your issue at hand, as outlined in the Getting started tab. Ensure that you have collected the troubleshooting data, as outlined in the Collecting data tab. Ensure that you have compressed the files to be transferred by using the ZIP or TAR format as required. Do not submit files until you have opened a PMR/SR by using the SR application or directly calling the support center. For help with ECuRep, see Enhanced Customer Data Repository (ECuRep) Overview.

**Attaching files to PMRs in the Service Request application**
The IBM Service Request (SR) application allows you to submit and manage Service Requests, previously known as Problem Management Records, on demand. Customers that are registered and on an authorized caller list: Sign in to the Service Request application. On the Welcome page, enter the PMR number in the Enter a report number field and click Go. Scroll down to the Attach Relevant File field. Click Browse to locate the log or trace file that you want to submit to IBM Support. Click Submit to transfer your file to IBM Technical Support through FTP (ECuRep) and associated with this PMR. Back to file submission options

**Uploading files directly to ECuRep by using FTP**
When you submit files to the ECuRep FTP site by using FTP, you need your Branch and Country code associated with the PMR record. Your Branch and Country code is part of the PMR record identifier, also known as the PMR number. See PMR naming convention in step 6. From a command window, terminal window, or FTP client, FTP to the following site: `ftp ftp.ecurep.ibm.com` Login as `anonymous`. Enter your e-mail address as the password. You must change to one of the listed directories by using the `cd` command. Available directories can be viewed using the `dir` command. Enter the following command to enable binary mode for the FTP session: `binary` Use the following file naming convention to name your file. Caution: The file must use this format to be associated with the PMR; this is the complete PMR record number. Using any other file name will cause the file to be deleted. Enter your PMR record information and file type: `xxxxx.bbb.ccc.yyy.zzz` `xxxxx` is the PMR number `bbb` is the Branch `ccc` is the Country code `yyy` is a unique file name `zzz` is the file type or file extension Example 1: `12345.055.000.collector01_29_Aug_06.zip` Example 2: `12345.055.000.collector02_30_Aug_06.zip` Note: You should compress the file to be transferred using ZIP or TAR format. Enter the following command to put the file on the server: `put` `file_name` Example: `put xxxxx.bbb.ccc.yyy.zzz.zip` Enter the following command to end your FTP session: `quit` Notes If you have firewall restrictions, you might need to enter the external IP address for the ECuRep FTP server, which is 192.109.81.7, to access the server. IBM technical support representatives can provide information back to you through FTP in a different directory. For more details, see Receiving files from IBM Technical Support. You can send a file (for example, using the `put` or `mput` command), but you cannot update it. If you want to resend an updated file, ensure that you rename it with a unique name. Include your PMR number as part of the file name. Back to file submission options

**Uploading files securely by using HTTPS**
Use the following link to upload files directly to a PMR by using your browser: https://www.ecurep.ibm.com/app/upload The first page determines the target location of your files. Enter the PMR number associated with the uploaded files Select the Product or OS that classifies the nature of the PMR Provide an email address for verification On the next page, select the files that you want to upload. You can upload a maximum of 5 files. Notes Browser limitations prevent files larger than 2GB from being uploaded. If javascript is enabled, progress information is displayed. Do not close the browser window until a new page is displayed that states that the upload was successful. Learn more about uploading options: Secure data upload Secure FTP with SSL/TLS Secure FTP over SSH Back to file submission options

**Receiving files from IBM Technical Support**
Occasionally IBM Technical Support needs to make files available for customer download. If you need to pull a file from the IBM FTP site, complete the following steps using the exact directory and filename name that your IBM support representative provided: From a command window, terminal window, or FTP client, FTP to the following site: `ftp ftp.ecurep.ibm.com` Login as `anonymous` Enter your e-mail address as the password. Change your directory to the `/fromibm` directory by entering the following command: `cd fromibm` Enter the following command to enable binary mode for the FTP session: `binary` Enter the following command to download the data from the server: `get` `file_name` Enter the following command to end your FTP session: `quit`

*Related collecting and exchanging data documents*
Collecting and exchanging data: Read First for Jazz for Service Management Collecting and exchanging data: Jazz for Service Management installation problems Collecting and exchanging data: Read First for Administration Services Collecting and exchanging data: Read First for Dashboard Application Services Hub Collecting and exchanging data: Read First for Registry Services Collecting and exchanging data: Read First for Security Services Collecting and exchanging data: Read First for Tivoli Common Reporting

*Connect, learn, and share with the Jazz for Service Management Community*
Jazz for Service Management has an active community that can provide you with additional resources. Browse and contribute to the forums and the blog. Review the wiki on topics such as best practices. You can also learn more about upcoming releases, provide feedback, or suggest enhancements. See the Jazz for Service Management community in Service Management Connect.

Related Information

Troubleshooting Jazz for Service Management

Jazz for Service Management technotes

Troubleshooting installations

Common installation locations and path variables

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