Before you call service

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.

The following sequential steps can help you solve problems with your DB2 Universal Database™ for iSeries™ database. Proceed through the steps until you reach a solution or determine that you need to call service:
  1. Check the online help and documentation in the iSeries Information Center. Along with this topic, the Troubleshooting topic contains an FAQ and information about monitoring database errors.
  2. Search for a possible match to your problem from Software Knowledge Base Link outside information center. The Knowledge Base is maintained by the iSeries Support Center, and contains information about known problems and answers to frequently asked customer questions.
  3. Determine if there is a program temporary fix (PTF), also called a fix, related to your problem. To find fixes to apply, check iSeries Support FixesLink outside information center for information about obtaining fixes. Also see PTF Cover Letters Link outside information center for a list of cover letters sorted by release, by date, or by fix number. A PTF cover letter provides information about the specific PTF, releases affected, prerequisite and corequisite PTFs, and so on. If you find the PTF that you need, you can obtain the fix by following the instructions in the Ordering PTFs for your iSeries family system Link outside information center information. You can order PTFs over the Internet, on Media, through Program Services, or using telephone Voice Support.
  4. Debug your program and determine if the problem is in the software supplied by companies other than IBM®. If you suspect that the problem is within the non-IBM software, contact the software vendor directly.
  5. Check the level of your database fix pack using the Display Data Area (DSPDTAARA) command, DSPDTAARA SA99vrm, where v is the version, r is the release, and m is the modification.
    • If the data area is not found, order and apply the appropriate group PTF, which can be found at Preventative Service Planning - Group PTFs Link outside information center.
    • If the data area is found, and your problem is not urgent, order and apply the Group PTFsLink outside information center.
    • If the data area is not found, and your problem is urgent, proceed to the next step.
  6. If you are unable to solve the problem in the previous steps, contact service. You can report your problem online at the Software Service Request Link outside information center page. Be prepared to give the following information:
    • PTF level
    • Job log with details. To obtain this, run the query in DEBUG mode and check JOBLOG. Also save the system settings, SQL packages, and DB monitor data.
    • Details on the action that caused the problem.
    • Resources and work management:
      • QQRYDEGREE and CHGQRYA
      • Memory and MAX ACTIVE settings
      • List of other jobs and programs that are running
    • File statistics:
      • Size of objects
      • Number of rows
      • Number of indexes
    • History of the problem:
      • Performance of application or query before the problem occurred
      • Reproducibility of problem
      • Fixes applied
      • Last upgrade
    • Details on how the problem impacts your business
Parent topic: Troubleshooting