103 lines
7.4 KiB
HTML
103 lines
7.4 KiB
HTML
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<?xml version="1.0" encoding="UTF-8"?>
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<!DOCTYPE html
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PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
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<html lang="en-us" xml:lang="en-us">
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<head>
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<meta name="DC.Type" content="task" />
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<meta name="DC.Title" content="Before you call service" />
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<meta name="abstract" content="You can follow this checklist before you call service. The checklist includes instructions for solving the most common problems so that you can avoid a service call. In the event that you need to call service, the checklist can help you gather the information that a service person needs in order to better help you." />
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<meta name="description" content="You can follow this checklist before you call service. The checklist includes instructions for solving the most common problems so that you can avoid a service call. In the event that you need to call service, the checklist can help you gather the information that a service person needs in order to better help you." />
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<meta name="DC.Relation" scheme="URI" content="rzatekickoff.htm" />
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<meta name="copyright" content="(C) Copyright IBM Corporation 2004, 2006" />
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<meta name="DC.Rights.Owner" content="(C) Copyright IBM Corporation 2004, 2006" />
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<meta name="DC.Format" content="XHTML" />
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<meta name="DC.Identifier" content="rzatebycs" />
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<!-- All rights reserved. Licensed Materials Property of IBM -->
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<!-- US Government Users Restricted Rights -->
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<!-- Use, duplication or disclosure restricted by -->
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<!-- GSA ADP Schedule Contract with IBM Corp. -->
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<link rel="stylesheet" type="text/css" href="./ibmdita.css" />
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<link rel="stylesheet" type="text/css" href="./ic.css" />
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<title>Before you call service</title>
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</head>
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<body id="rzatebycs"><a name="rzatebycs"><!-- --></a>
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<!-- Java sync-link --><script language="Javascript" src="../rzahg/synch.js" type="text/javascript"></script>
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<h1 class="topictitle1">Before you call service</h1>
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<div><p>You can follow this checklist before you call service. The checklist
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includes instructions for solving the most common problems so that you can
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avoid a service call. In the event that you need to call service, the checklist
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can help you gather the information that a service person needs in order to
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better help you.</p>
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<div class="section">The following sequential steps can help you solve problems with your <span class="keyword">DB2 Universal Database™ for iSeries™</span> database. Proceed through
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the steps until you reach a solution or determine that you need to call service:</div>
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<ol><li class="stepexpand"><span>Check the online help and documentation in the iSeries Information
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Center.</span> Along with this topic, the Troubleshooting topic contains
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an FAQ and information about monitoring database errors.</li>
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<li class="stepexpand"><span>Search for a possible match to your problem from <a href="http://www-912.ibm.com/supporthome.nsf/document/10000051" target="_blank">Software
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Knowledge Base</a> <img src="www.gif" alt="Link outside information center" />. </span> The Knowledge Base is maintained
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by the iSeries Support
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Center, and contains information about known problems and answers to frequently
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asked customer questions.</li>
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<li class="stepexpand"><span>Determine if there is a program temporary fix (PTF), also called
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a fix, related to your problem. </span> To find fixes to apply, check <a href="http://www-1.ibm.com/servers/eserver/support/iseries/fixes/index.html" target="_blank">iSeries Support
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Fixes</a><img src="www.gif" alt="Link outside information center" /> for information about obtaining fixes. Also see <a href="http://www-912.ibm.com/supporthome.nsf/document/24825731" target="_blank">PTF
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Cover Letters</a> <img src="www.gif" alt="Link outside information center" /> for a list of cover letters sorted by release,
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by date, or by fix number. A PTF cover letter provides information
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about the specific PTF, releases affected, prerequisite and corequisite PTFs,
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and so on. If you find the PTF that you need, you can obtain the fix by following
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the instructions in the <a href="http://www-912.ibm.com/supporthome.nsf/Document/10000069" target="_blank">Ordering PTFs for your iSeries family system</a> <img src="www.gif" alt="Link outside information center" /> information. You can order PTFs
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over the Internet, on Media, through Program Services, or using telephone
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Voice Support.</li>
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<li class="stepexpand"><span>Debug your program and determine if the problem is in the software
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supplied by companies other than IBM<sup>®</sup>. </span> If you suspect that the
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problem is within the non-IBM software, contact the software vendor directly.</li>
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<li class="stepexpand"><span>Check the level of your database fix pack using the <a href="../cl/dspdtaara.htm">Display Data Area (DSPDTAARA)</a> command, <strong>DSPDTAARA
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SA99<strong><em>vrm</em></strong></strong>, where <em>v</em> is the version, <em>r</em> is the
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release, and <em>m</em> is the modification.</span> <ul><li>If the data area is not found, order and apply the appropriate group PTF,
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which can be found at <a href="http://www-912.ibm.com/supporthome.nsf/document/23662217" target="_blank">Preventative Service Planning - Group PTFs</a> <img src="www.gif" alt="Link outside information center" />. </li>
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<li>If the data area is found, and your problem is not urgent, order and apply
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the <a href="http://www-912.ibm.com/supporthome.nsf/document/23662217" target="_blank"> Group PTFs</a><img src="www.gif" alt="Link outside information center" />.</li>
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<li>If the data area is not found, and your problem is urgent, proceed to
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the next step.</li>
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</ul>
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</li>
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<li class="stepexpand"><span>If you are unable to solve the problem in the previous steps, contact
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service. </span> You can report your problem online at the <a href="http://www-912.ibm.com/supporthome.nsf/document/32244842" target="_blank">Software
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Service Request</a> <img src="www.gif" alt="Link outside information center" /> page. Be prepared to give the following information: <ul><li>PTF level</li>
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<li>Job log with details. To obtain this, run the query in DEBUG mode and
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check JOBLOG. Also save the system settings, SQL packages, and DB monitor
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data.</li>
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<li>Details on the action that caused the problem.</li>
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<li>Resources and work management: <ul><li>QQRYDEGREE and CHGQRYA</li>
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<li>Memory and MAX ACTIVE settings</li>
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<li>List of other jobs and programs that are running</li>
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</ul>
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</li>
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<li>File statistics: <ul><li>Size of objects</li>
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<li>Number of rows</li>
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<li>Number of indexes</li>
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</ul>
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</li>
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<li>History of the problem: <ul><li>Performance of application or query before the problem occurred</li>
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<li>Reproducibility of problem</li>
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<li>Fixes applied</li>
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<li>Last upgrade</li>
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</ul>
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</li>
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<li>Details on how the problem impacts your business</li>
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</ul>
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</li>
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</ol>
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</div>
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<div>
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<div class="familylinks">
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<div class="parentlink"><strong>Parent topic:</strong> <a href="rzatekickoff.htm" title="These topics provide solutions to common questions and problems for the DB2 for iSeries database.">Troubleshooting</a></div>
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</div>
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</div>
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</body>
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</html>
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