Exchanging information with IBM®
To diagnose or identify a problem, you might need to provide IBM® Support with data and information from your system. In other cases, IBM® Support might provide you with tools or utilities to use for problem determination.
Sending information to IBM® Support
To reduce the time that it takes to resolve your problem, you can send trace and diagnostic information to IBM® Support.
Procedure
To submit diagnostic information to IBM® Support:
- Open a problem management record (PMR).
- Collect the diagnostic data that you need. Diagnostic data
helps reduce the time that it takes to resolve your PMR. You can collect
the diagnostic data manually or automatically:
- Collect the data manually.
- Collect the data automatically.
- Compress the files by using the ZIP or TAR format.
- Transfer the files to IBM®. You can use one of the following methods
to transfer the files to IBM®:
- The Service Request tool
- Standard data upload methods: FTP, HTTP
- Secure data upload methods: FTPS, SFTP, HTTPS
All of these data exchange methods are explained on the IBM® Support site.
Receiving information from IBM® Support
Occasionally an IBM® technical-support representative might ask you to download diagnostic tools or other files. You can use FTP to download these files.
Before you begin
Ensure that your IBM® technical-support representative provided you with the preferred server to use for downloading the files and the exact directory and file names to access.
Procedure
To download files from IBM® Support:
- Use FTP to connect to the site that your IBM® technical-support representative provided and log in as anonymous. Use your email address as the password.
- Change to the appropriate directory:
- Enable binary mode for your session.
binary - Use the get command to download the
file that your IBM® technical-support
representative specified.
get filename.extension - End your FTP session.
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