Question & Answer
Question
Collecting troubleshooting data for WebSphere Cast Iron Cloud Integration and App Connect Professional before contacting IBM Support will help expedite the resolution.
Answer
- Learn more about MustGather
- Physical and Virtual Appliance
- Cast Iron Live/ App Connect Prof SaaS
- Related information
Learn more about MustGather
The term "MustGather" represents the diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. By collecting MustGather data early, even before you open a PMR, you help IBM Support to quickly determine the following:
- If symptoms match known problems (rediscovery)
- If you have a non-defect problem that can be identified and resolved
- If there is a known defect and a workaround exists to provide relief
Physical and Virtual Appliance
A List of Information to include in the PMR:
- Detailed description of the problem and environment info / change
Is this a new project ? migrated project? existing project ?
Is there any change around the environment? endpoints? - Version number of the server and studio.
For Studio, select Help > About to find the version.
For the Appliance, use the CLI system show version command or in WMC, select System > Summary in the Web Management Console. - Upgrade path of the environment.
- Logs/ Trace/ Error Message
- For Studio, <installation directory>\error.log , \output.out
- For appliance, set the log level of relevant component to FINEST and recreate the issue. (Log-> System Log-> Setting)
Select System > Command from the Web Management Console.
From the displayed page, select Download postmortem from the drop-down list. - Problem Recreation
List the steps which lead to the failure.
Provide a simplified project which focuses on the specific issue without inaccessible resources for Support. - Project(s) which causes the issue.
- Current workaround if you have any.
Cast Iron Live/ App Connect Prof on Cloud
- Detailed description of the problem and environment info / change
Is this a new project ? migrated project? existing project ?
Is there any change around the environment? endpoints? - Log in URL
- Tenant name
- Environment name
- Product Version
- Project name
- Project version
- Orchestration name within Project
- Job ID
- Is Job dealing with Secured Connector? If yes,
Secure Connector name.
Secure Connector logs. All the files in <Secure connector installation directory>\ log\ - Support user credentials
- See this Q&A in the dW Answers forum about our Client Success Portal and the process for engaging with Cast Iron Support.
- See the Software Support Handbook for guidelines and references about IBM Support.
- Shorten the time to support ticket resolution and use a screen recording tool when collaborating with IBM Support. See this blog article about one tool you can download and use.
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Product Synonym
Cast Iron Solution;Cast Iron Operating System;Cast Iron Studio;App Connect Professional
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Document Information
Modified date:
24 July 2020
UID
swg21454982