Sometimes you cannot solve a problem simply by troubleshooting the symptoms. In such cases, you need to collect more diagnostic data. Collecting data early, even before opening a problem management record (PMR), can help you to answer the following questions:
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. For help identifying the component from which the problem originates, follow the questions in the troubleshooting checklist.
When you submit a problem to IBM® Software Support, there is a base set of information that you typically need to provide. Refer to the troubleshooting guidelines located on the product's Web site to determine the information you might need to resolve a problem.
For specific symptoms, or for problems in a specific part of the product, you might need to collect additional data. View the list of "Collecting data" documents. If your symptom or feature is listed, follow the instructions in the target document.
After you collect the appropriate diagnostic data, you can proceed to analyzing the data yourself or you can provide it to IBM Software Support.