Sometimes you cannot solve a problem by troubleshooting the symptoms. In such cases, you need to collect diagnostic data.
If the troubleshooting checklist
did not guide you to a problem resolution, you can collect additional diagnostic data that is required for IBM® Support to effectively troubleshoot the problem. The diagnostic data that you need to collect and the sources from which you collect that data are dependent on the type of problem that you are investigating. A base set of information is typically required for diagnosing and resolving a product-level or component-level problem.
The IBM Support Assistant (ISA) is a tool that you can use to collect diagnostic data. It provides a tools framework that includes the following:
- An automated system and symptom based collector tool that gathers general information from an operating system, registry, and so forth, and can automatically enable tracing that will be helpful to IBM support as part of the data gathering process.
- A problem submission tool that enables users to enter entitlement information once and have it saved for future sessions. Users can then easily create a problem report for IBM and attach the collector file at the same time.
The IBM Support Assistant Collector is product-agnostic and is driven by a control file. When you install a product add-on, such as the add-on for Lotus Expeditor Toolkit, the control file within the product add-on becomes available for data collection. When you select a product for data collection, you are invoking the product's control file. Data collection is managed from an ISA Workbench, but data can be collected from both the ISA workbench system and any ISA agent system that is registered with it.
For more information about the IBM Support Assistant, visit the following Web site: www.ibm.com/software/support/isa/
For instructions on collecting Lotus Expeditor data using the IBM Support Assistance, see the following topics:
Parent topic: Lotus Expeditor troubleshooting and support: XPD621
Analyzing data for Lotus Expeditor: XPD621
Opening a service request: XPD621
Contacting IBM support: XPD621
Learning more: XPD621
Troubleshooting checklist: XPD621