The first step in the troubleshooting process is to describe the problem completely. Problem descriptions help you and the IBM technical-support representative know where to start to find the cause of the problem. This step includes asking yourself questions to help you identify the source of a problem:
- Is your configuration supported?
- Have you searched knowledge bases for a related problem report? See Searching knowledge bases for more details.
- Have you applied the latest product fixes?
- If the checklist does not guide you to a resolution, collect additional diagnostic data to send to IBM Support. This data is necessary for IBM Support to effectively troubleshoot and assist you in resolving the problem. See Resolving a problem.
The answers to these questions typically lead to a good description of the problem, which can then lead you to a problem resolution.
Parent topic: Troubleshooting and support
Searching knowledge bases
Contacting IBM Support
Exchanging information with IBM
Subscribing to Support updates