Troubleshooting and support information and procedures

The troubleshooting process, in general, requires that you isolate and identify a problem, then seek a resolution. For the product, you can use a troubleshooting checklist to help you. If the checklist does not lead you to a resolution, you can collect additional diagnostic data and analyze it yourself, or submit the data to IBM® Software Support for analysis.

Troubleshooting topics for the product are organized according to the sequence of these steps:
  1. Learn more about a symptom or feature. Before you can successfully troubleshoot a symptom, or a problem with a specific product feature, you need a basic understanding of that symptom or feature. The topics titled "About X" provide an overview of common symptoms and product features, with links to more detail.
  2. Follow the troubleshooting checklist for the appropriate feature or symptom. The troubleshooting checklist offers a series of questions to guide you through the process of isolating and identifying a problem. If the problem is known to IBM, the checklist guides you to a published fix, solution, or workaround. Troubleshooting checklists are updated frequently to capture the experiences of IBM users and support engineers.

    Ideally step two is your final step because the troubleshooting checklist has led you to a resolution. If not, continue to the next step.

  3. Collect diagnostic data. This information explains how to gather the necessary information that you, or IBM Software Support, must have in order to determine the source of a problem.
  4. Analyze diagnostic data. This information explains how to analyze the diagnostic data that you collected.

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