IBM Support

MustGather for IBM Sterling Order Management: Connectivity Errors When Reaching MQ

Troubleshooting


Problem

This document helps collect and share data required to diagnose MQ Connectivity issues in Sterling Order Management System (OMS).

Diagnosing The Problem

Collecting Data
When opening a case with IBM support, please share the following:
 
  1. Is this a newly integrated application?
  2. Was this connection working previously? If so, please share the date/time of the last successful connection.
  3. Were there any recent changes to the affected environments?
  4. Is this issue happening with other external applications or are other applications able to connect?
  5. Is this issue happening on any other environments?
  6. What is the business impact of this issue?
Please share the following diagnostic data respective to the error you're seeing:
    

Failed to connect to queue manager 'OM_QMGR' with connection mode 'Client' and host name '[...]'

    
        
  • Restart your client application and re-try the connection.
  • MQ Client Details (Name/Version)
  • Please validate your MQ connection parameters:
    • Hostname: ---mq.oms.supply-chain.ibm.com (For example, if tenant code is betap, then host is betap-dev-1-mq.oms.supply-chain.ibm.com)
    • Queue Manager name: OM_QMGR Channel name: SYSTEM.TLS.SVRCONN Port: 15443
  • MQ library version
  • Java version
  • Detailed replication steps along with client error logs
  • Provide packet capture (1-2 hour window) with the connection failure.

        
    

MQRC_CONNECTION_BROKEN (RC 2009)

    
        
  • Review this technote: https://www.ibm.com/support/pages/node/6601679
  • Restart your client application and re-try the connection.
  • MQ Client Details (Name/Version)
  • Please validate your MQ connection parameters:
    • Hostname: ---mq.oms.supply-chain.ibm.com (For example, if tenant code is betap, then host is betap-dev-1-mq.oms.supply-chain.ibm.com)
    • Queue Manager name: OM_QMGR Channel name: SYSTEM.TLS.SVRCONN Port: 15443
  • MQ library version
  • Java version
  • Detailed replication steps along with client error logs
  • Provide packet capture (1-2 hour window) with the connection failure.
  • For Java Client, make sure the retry interval is less than TPC timeout used by MQ library:
    • -Dcom.ibm.mq.cfg.TCP.Connect_Timeout=30
  • For MQ to MQ integrations (requester-server), IBM cannot re-initiate the connection. If the TCP connection was dropped, MQ start channel command will re-establish the connection:
    • START CHANNEL(channel-name)

        

Unable to connect to MQ due to SSL Handshake Failure:

     
        
If you are seeing an SSL exception or Connection Refused exception, share the following:
 
  • Please validate your MQ connection parameters and share the additional details:
    • Hostname: <tenant_code>-<env>-<envno>-mq.oms.supply-chain.ibm.com (For example, if tenant code is betap, then host is betap-dev-1-mq.oms.supply-chain.ibm.com)
    • Queue Manager name: OM_QMGR
    • Channel name: SYSTEM.TLS.SVRCONN
    • Port: 15443
    • Queue Manager name
    • Channel name
    • Cipher suite
  • Inbound Certificate:
    • Navigate and login to SST (https://selfservice.oms.supply-chain.ibm.com/selfserve/)
    • Select the environment where the connection issue is seen
    • Select the "Certificates" tab
    • Select the type of certificate
    • Share the expiration date and serial number of the certificate with IBM Support
  • Java version
  • Export MQ logs:
    • SST -> Select Environment -> Processes -> Start Process -> Export MQ Logs
    • Navigate and login to SST (https://selfservice.oms.supply-chain.ibm.com/selfserve/)
    • Select the environment where the connection issue is seen
    • Select the "Processes" tab
    • Click "Start Process"
    • Select "Export MQ Logs"
    • Share the MQ logs with IBM Support
    
 
How to submit diagnostic data to IBM Support

After you collect the information, and case is opened, see:

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Document Location

Worldwide

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Document Information

Modified date:
01 July 2023

UID

ibm16602925

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