Information required by IBM supportAdded by IBM on October 4, 2010 | Version 1 (Original)
If you cannot resolve problems that you find when you use MQ Everyplace®, or if you are directed to do so by an error message generated by MQ Everyplace, you can request assistance from your IBM® Support Center.
Before you contact your Support Center, use the checklist below to gather important information. Some items might not necessarily be relevant in every situation, but you should provide as much information as possible to enable the IBM Support Center to recreate your problem.
For your system:
For your problem:
- Operating system being used, and Version, Level and any fix packs or fixes applied (On UNIX® you can find the version installed by using the uname -a command).
- MQ Everyplace Version, Level and any fix packs or fixes applied
- JVM Version, Level and any fix packs or fixes applied
- Any relevant software used by MQ Everyplace application
- Codebase - Server: Java or C Bindings; Client: Java, C or C Bindings
- Message flow:
- Are messages pulled - using home server queue on client and store queue on server
- Are messages pushed - synchronous or asynchronous remote queues or forward queue
- Explicit use of trigger transmission
- Is the application applying assured delivery (using confirm id and put with putConfirm)
- Message expiry
- Is security involved
- Network being used - e.g. GSM, GPRS, LAN
- Communications adapter
- Communications settings - adapter (for example: timeout, retries, packet size) and Channel (timeout)
- Is a gateway to MQ involved
- MQ Bindings or MQ Client
- Message created using MQeMQMessageObject or MQeMsgObject
- Transformer used on Bridge
- Where are they used
- Use of tools
Traces for MQ Everyplace:
- A concise description of the problem
- How to recreate the problem
- Any traces you can generate, as follows:
Traces for MQ:
- The file MQeDiagnostics.out, generated as described in MQ Everyplace Diagnostic tool. Create a .zip file using any zip utility.
- Appropriate trace files generated according to the advice in Tracing and logging. Create a .zip file using any zip utility.
- A sample of the messages being used when the problem arose.
- All current trace and error logs, including relevant Windows® Event log or UNIX platform syslog entries and FFST output files. You can find these files, which have the extension .fdc, in the errors subdirectory within the MQ home directory.
Parent topic: Troubleshooting MQ Everyplace: XPD621