Gather information for IBM Support

The IBM® Support staff can offer you better service, if you have certain information available when you open a problem record to IBM Support.

To gather this information, complete the following tasks:

Run cwbsvget.exe to gather information. The cwbsvget.exe tool, a part of iSeries™ Access for Windows® V5R3 and later, can help collect all traces run plus other information that may be helpful in diagnosing a problem. cwbsvget produces a zip file to send to IBM Service for analysis. Note that cwbsvget does NOT turn traces on and off -- it simply gathers traces and other data into one file for convenience and completeness. If you use the cwbsvget.exe tool you will not need to complete the steps below for gathering the version of the ODBC driver and for locating the trace files. Make sure to run cwbsvget.exe after the traces are stopped so that the trace files get packaged into the zip file that cwbsvget generates. To use cwbsvget.exe complete the following steps:
  1. Open a MS DOS Command prompt.
  2. Navigate to the Client Access folder typically located in the \Program Files\IBM\Client Access directory and run the following command: 
    cd \Program Files\IBM\Client Access
  3. Run the command: cwbsvget.exe
Note: cwbsvget.exe generates a .zip file for you. The output on the DOS Command window indicates where that .zip file was created.
Record the i5/OS™ version and cumulative PTF level.
  1. Issue the display PTF command on an terminal emulation command line: 
       DSPPTF
  2. Record the i5/OS release information that has the format VxRxMx.
  3. Verify that the IPL source is ##MACH#B.
  4. Press F5 to display the PTF details.
  5. Record the first PTF ID in the list. It will have the format Tzxxyyy where xx is the year, yyy the Julian date and z is either L or C.
Record the version of the ODBC driver.
  1. From the Task bar select Start > Programs > IBM iSeries Access for Windows > ODBC Administration.
    Note: On a 64-bit machine using a 64-bit driver, select ODBC Administration (64-bit).
  2. Select the Drivers tab.
  3. Record the version of the iSeries Access ODBC Driver.
Record the version of the ODBC driver manager.
  1. From the Task bar select Start > Programs > IBM iSeries Access for Windows > ODBC Administration.
    Note: On a 64-bit machine using a 64-bit driver, select ODBC Administration (64-bit).
  2. Select the About tab.
  3. Record the version of the Driver Manager.
Gather traces The traces you will most likely be asked to gather for support are: an ODBC trace (SQL.LOG), CWBCOTRC or Communication Trace, and a Detail Trace. See ODBC diagnostic and performance tools, for more information about traces.
Record additional information Such as the PC application, the error description, and what ODBC driver (32-bit or 64-bit) you are using.
Parent topic: Troubleshoot ODBC
Related concepts
ODBC diagnostic and performance tools