How to collect troubleshooting data to help fix a CICS Explorer error

Resolving The Problem

For the most up-to-date documentation, refer to Collecting CICS troubleshooting data (CICS MustGather) for IBM Support in the CICS TS documentation. You will find the General information you should gather for every type of problem followed by the Component-specific information which includes Troubleshooting data for the z/OS or CICS Explorer when errors or incorrect output.

The following is the original MustGather information: 

Collect this MustGather data before contacting IBM Support:

• Collecting general information for all problems
• Collecting data for an Explorer error or incorrect output
• Troubleshooting hints and tips
• Exchanging data with IBM Support


• Collect troubleshooting data (MustGather) for CICS products - Read first

Collecting general information for all problems

If you have already contacted IBM Support, you can continue on to the component-specific MustGather information. Otherwise, go to Collect troubleshooting data (MustGather) for CICS products - Read first.

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Collecting data for an Explorer error or incorrect output

Before calling IBM support, gather the following documentation if you are receiving incorrect output, an error in the log, or an error in a pop-up window from the CICS Explorer or any of the CICS Tools plug-ins for CICS Explorer.

Required (MustGather) data:

• Use the CICS Explorer integrated capability to create a zip file containing service data (if possible directly after recreating the issue):
  1. In the CICS SM perspective, select File > Trace > Flush.
  2. Select File > Trace > Collect Service Data.
  3. Select where to save the .zip file.


• This procedure is explained in detail in the Help that accompanies CICS Explorer, under "Preparing error data for IBM service".

• If you think CICS Explorer is showing an incorrect output, images of the CICS Explorer screen are useful. These images might provide useful information for IBM Support.  Do the following to create the screen shots as image files (bmp or jpg):
  
  On Microsoft Windows:
  1. Use the print screen or alt-print screen keys to create an image on the system clipboard.
      
  2. Open a graphics application (for example, Microsoft Paint) and select Edit > Paste to copy the clipboard into the application.
      
  3. Select File > Save as to create the file as a bmp or jpg.

• When getting an error, you should gather the following additional data which is dependent on the type of 'connection' you are using:
• For a CICSPlex SM connection, the complete joblog (including CICS TDQ output) of the Web User Interface (WUI) Server and CMAS that the WUI Server connects.
  • In the case of a bad response from the CICS management client interface (CMCI) or the CICSPlex SM application programming interface (API), for example FAILED or EXCEPTION response, the unformatted auxiliary trace data sets from the WUI Server and the CMAS that the WUI Server connects.
• For a single server (SMSS) version in a stand-alone CICS region, the complete joblog (including TDQ output).
• For the other types of connections, the needed documentation could vary. For example, for CICS Performance Analyzer for z/OS (CICS PA), a copy of the input file used on the request would be useful.

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Troubleshooting hints and tips

Diagnostic tips:

• Search the IBM support site for known problems using symptoms like the message number and error codes.
• Search the CICS Explorer Help. This is where you will find CICS Explorer messages. They are not included in the CICS documentation.  For further information see Finding the CICS Explorer messages that are prefixed with CNX.
• If you find a fix, see Ordering maintenance for IBM CICS Explorer and CICS Explorer plug-ins for the options that are available for ordering CICS Explorer maintenance.
• Gather the documentation and work with the CICS Support team to resolve your problem.

Learn more about CICS Explorer

• Overview of the IBM CICS Explorer

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Exchanging data with IBM Support

1. See Exchanging diagnostic information with IBM Technical Support for problem determination for FTP and email instructions using the IBM Enhanced Customer Data Repository (ECuRep).
2. Go to the IBM Support site to open or update a case for a problem. If you have a Preferred Care option for IBM Z that includes Support access for Q&A, you can also ask a non-defect installation and usage questions.
   
   Note: Always update your Service Request (problem record) to indicate that data has been sent.

If you need to speak to an IBM technical support representative call your country representative. If you need to speak to an IBM technical support representative in the US, call 1-800-IBM-SERV.

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