IBM Support

SNDPTFORD or SNDSRVRQS failing with CPF8C37 & CPF8C19

Troubleshooting


Problem

After run SNDPTFORD or SNDSRVRQS, the following errors are posted:
CPF8C37 - Service requester does not have IBM maintenance agreement.
CPF8C19 - Remote support application failed.

CPF8C24 - Error occurred while processing request.
Note: CPF8C24 is a generic message. Check for extra messages and information on this document to assure it match the issue.
CPF8C37 could be trigger by lack of maintenance agreement. Assure to check extra messages.
WRKPRB test (Call Home) might also fail.

Symptom

In ecc.stdout located in '/QIBM/UserData/OS400/UniversalConnection/' & eccTracex.x.log files under '/QIBM/UserData/OS400/UniversalConnection/log' can find entries like:
Cause: com.ibm.ecc.protocol.ClientAuthenticationNotAuthorized    
>>> fault Description = [Hardware: [IBM/TTTT/SSSSSSS] NOT Entitled due to Reason: [Under Warranty: false, Extended Warranty: false, Warranty Code: 3, Always Entitle
Cause: com.ibm.ecc.protocol.ClientAuthenticationNotAuthorized
Cause description: Not entitled for this fix. Reason: Invalid passvalue for ibm/MTSN;Invalid CAM cid by MTSN for ibm/MTSN
Cause: com.ibm.ecc.protocol.ClientAuthenticationNotAuthorized
Cause description: TransactionId=EPS/0400C1636403939625::Authentication failed.
USERNAME does not exist

Diagnosing The Problem

Test connectivity to IBM backend servers by using following commands:
  •  VFYSRVCFG SERVICE(*ECS) VFYOPT(*ALL) 
  • VFYSRVCFG SERVICE(*FIXREP) VFYOPT(*ALL) 
  • VFYSRVCFG SERVICE(*PRBRPT) VFYOPT(*ALL) 
Let commands complete, can take a while. The VFYSRVCFG commands log to joblog:  IP address, protocol, and port used along with success or failure information.
CPIAC59: Verification was successful.
CPIAC60: Verification was not successful.
CPIAC61: The value does not match an existing service destination.
 
If verification is successful (CPIAC59), then communication works and can attempt steps from 'Resolving the Problem' section.
If verification is not successful (CPIAC60), mighty indicate firewall or network issue. Review Configuration Instructions for Electronic Customer Support (ECS), Electronic Service Agent (ESA) and PM Agent for V5R4 and Higher releases document for additional information.
If verification post message CPIAC61, means the expected configuration is not correct. Can continue with next steps but would be recommended to review the 'Delete and re-create service configuration' tab from previous document first.

Resolving The Problem

NOTE:
  1. Short term, performing this function causes the system to reenroll with IBM® for call home purposes and will result in the system showing up 2 times in some applications in the support portal until the old registration ages out of the system (IBM Support Portal > My Systems / My Inventory)
  2. Long term, the function being described is being phased out in favor of the "Call Home Connect" function, and that function is capable of de-duplicating the records, so long term there is no issue.
Following steps can help to resolve the entitlement problem error. It deletes the 'credentials' used for the communication and allow to be re-created.
Do the following while signed on with a user profile that has *SECOFR authority:
  • CHGSYSVAL SYSVAL(QSFWERRLOG) VALUE(*NOLOG)    
  • CALL PGM(QSYS/QPDETINS) PARM('Y')                   
  • CHGSYSVAL SYSVAL(QSFWERRLOG) VALUE(*LOG)
  • DLTVLDL VLDL(QUSRSYS/QTOCSASVL)
  • DLTVLDL VLDL(QUSRSYS/QSJSRVID) > might not exist. Continue with steps.
  • CHGSRVAGT TYPE(*SENDDATA) DATA(*ALL)
  • WRKSRVAGT TYPE(*SRVINF) COLSRVINF(*YES) SNDSRVINF(*YES) SRVINF(*ALL)
  • WRKSRVAGT TYPE(*SRVINF) COLSRVINF(*YES) SNDSRVINF(*YES) SRVINF(*ALL)
    NOTE:  Run the WRKSRVAGT command twice as shown.
After 5 - 10 minutes, when no QSJSENDER job is active, do the following:
  • SNDPTFORD PTFID((SF98xxx *ONLYPRD *ONLYRLS))
    **Where xxx is the OS release, for example: SF98710 for V7R1, SF98720 for V7R2, SF98730 for V7R3, SF98740 for V7R4 and SF98750 for V7R5.
  • SNDSRVRQS ACTION(*TEST)


If there are failures at any point in the steps, generate a job log: 

DSPJOBLOG JOB(*) OUTPUT(*PRINT)

Using the Support Portal, use the Search Support option to search on any error messages for resolution.

If the problem needs to be reported to IBM Support Center, collect information by using QMGTOOLS: Collect ECS/ESA data (COLESADTA) document.

Additional information can be found at QMGTOOLS: Electronic Services document.

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Document Information

Modified date:
11 November 2022

UID

nas8N1013855

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