Troubleshooting
Problem
As part of firmware upgrade, the older “eccReq” file is deleted and a new file is created. The “eccReq” file internally maintains the credentials for all callhome tickets; create, update, or delete. When the new “eccReq” file is created, the older credentials are invalidated and therefore users cannot close or update the older callhome tickets.
Symptom
Users experience the following errors during ticket closure or updates:
- “CWZIP3529E”: The Call Home request failed while attempting to close service ticket.
- “CWZIP3530E”: The Call Home request failed while attempting to upload a file to service ticket.
- “CWZIP3509E”: The Call Home request failed while submitting a request to create a new service ticket. An error occurred that Connectivity Services classifies as a permanent error requiring some user intervention. Check the trace log for additional error data that might have been collected when this error was detected.
Diagnosing The Problem
Do these steps to diagnose the problem:
- Log in to the Platform System Manager (PSM ) console with ibmeng credentials.
- Run this command:
“stat /data/config/ecc/eccReq”
If the creation date of the “eccReq” file is newer than the callhome ticket creation, then users can see the “CWZIP3529E” and “CWZIP3530E” error messages.
This problem occurs in all the versions of IBM PureApplication System and IBM Cloud Pak System.
Resolving The Problem
Contact IBM support team to close older tickets.
Document Location
Worldwide
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Document Information
Modified date:
24 July 2020
UID
ibm15695287