112 lines
7.0 KiB
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112 lines
7.0 KiB
HTML
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<meta name="DC.Title" content="Gather information for IBM Support" />
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<meta name="abstract" content="The IBM Support staff can offer you better service, if you have certain information available when you open a problem record to IBM Support." />
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<title>Gather information for IBM Support</title>
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<body id="rzaiiodbc54"><a name="rzaiiodbc54"><!-- --></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">Gather information for IBM Support</h1>
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<div><p>The IBM<sup>®</sup> Support
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staff can offer you better service, if you have certain information available
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when you open a problem record to IBM Support.</p>
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<p>To gather this information, complete the following tasks:</p>
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<div class="tablenoborder"><table cellpadding="4" cellspacing="0" summary="" frame="border" border="1" rules="all"><tbody><tr><td valign="top">Run <span class="uicontrol">cwbsvget.exe</span> to gather information. </td>
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<td valign="top">The <span class="uicontrol">cwbsvget.exe</span> tool, a part
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of iSeries™ Access
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for Windows<sup>®</sup> V5R3
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and later, can help collect all traces run plus other information that may
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be helpful in diagnosing a problem. <span class="uicontrol">cwbsvget</span> produces
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a zip file to send to IBM Service for analysis. Note that <span class="uicontrol">cwbsvget</span> does
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NOT turn traces on and off -- it simply gathers traces and other data into
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one file for convenience and completeness. If you use the <span class="uicontrol">cwbsvget.exe</span> tool
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you will not need to complete the steps below for gathering the version of
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the ODBC driver and for locating the trace files. Make sure to run <span class="uicontrol">cwbsvget.exe</span> after
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the traces are stopped so that the trace files get packaged into the zip file
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that <span class="uicontrol">cwbsvget</span> generates. To use <span class="uicontrol">cwbsvget.exe</span> complete
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the following steps: <ol><li>Open a MS DOS Command prompt. </li>
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<li>Navigate to the Client Access folder typically located in the \Program
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Files\IBM\Client Access directory and run the following command: <pre>cd \Program Files\IBM\Client Access</pre>
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</li>
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<li>Run the command: <span class="uicontrol">cwbsvget.exe</span></li>
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</ol>
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<div class="note"><span class="notetitle">Note:</span> <span class="uicontrol">cwbsvget.exe</span> generates a .zip file for you.
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The output on the DOS Command window indicates where that .zip file was created.</div>
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</td>
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</tr>
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<tr><td valign="top">Record the i5/OS™ version and cumulative PTF level.</td>
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<td valign="top"> <ol><li>Issue the display PTF command on an terminal emulation command line: <pre> DSPPTF</pre>
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</li>
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<li>Record the i5/OS release
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information that has the format VxRxMx.</li>
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<li>Verify that the IPL source is ##MACH#B.</li>
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<li>Press <span class="uicontrol">F5</span> to display the PTF details.</li>
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<li>Record the first PTF ID in the list. It will have the format Tzxxyyy where
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xx is the year, yyy the Julian date and z is either L or C.</li>
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</ol>
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</td>
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</tr>
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<tr><td valign="top">Record the version of the ODBC driver.</td>
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<td valign="top"> <ol><li>From the Task bar select <span class="menucascade"><span class="uicontrol">Start</span> > <span class="uicontrol">Programs</span> > <span class="uicontrol">IBM iSeries Access for Windows</span> > <span class="uicontrol">ODBC Administration</span></span>. <div class="note"><span class="notetitle">Note:</span> On a 64-bit machine using a 64-bit driver, select <span class="uicontrol">ODBC
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Administration (64-bit)</span>.</div>
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</li>
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<li>Select the <span class="uicontrol">Drivers</span> tab.</li>
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<li>Record the version of the iSeries Access ODBC Driver.</li>
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</ol>
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</td>
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</tr>
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<tr><td valign="top">Record the version of the ODBC driver manager.</td>
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<td valign="top"> <ol><li>From the Task bar select <span class="menucascade"><span class="uicontrol">Start</span> > <span class="uicontrol">Programs</span> > <span class="uicontrol">IBM iSeries Access for Windows</span> > <span class="uicontrol">ODBC Administration</span></span>. <div class="note"><span class="notetitle">Note:</span> On a 64-bit machine using a 64-bit driver, select <span class="uicontrol">ODBC
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Administration (64-bit)</span>.</div>
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</li>
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<li>Select the <span class="uicontrol">About</span> tab.</li>
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<li>Record the version of the Driver Manager.</li>
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</ol>
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</td>
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</tr>
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<tr><td valign="top">Gather traces</td>
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<td valign="top">The traces you will most likely be asked to gather for support are:
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an ODBC trace (SQL.LOG), CWBCOTRC or Communication Trace, and a Detail Trace.
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See ODBC diagnostic and performance tools, for more information about traces.</td>
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</tr>
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<tr><td valign="top">Record additional information</td>
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<td valign="top">Such as the PC application, the error description, and what ODBC driver
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(32-bit or 64-bit) you are using.</td>
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</tr>
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</tbody>
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</table>
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</div>
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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="rzaiiodbc22.htm" title="Helps you solve a few of the more commonly encountered difficulties with iSeries Access for Windows and ODBC. It also identifies several tools that can help you remove performance bottlenecks. You should review this information before contacting technical support.">Troubleshoot ODBC</a></div>
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</div>
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<div class="relconcepts"><strong>Related concepts</strong><br />
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<div><a href="rzaiiodbc62.htm" title="Use tools to help diagnose ODBC problems.">ODBC diagnostic and performance tools</a></div>
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</div>
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</div>
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</body>
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