tuam pdf troubleshooting

IBM TivoliUsage and Accounting ManagerVersion 7.3

Troubleshooting and support

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NoteBefore using this information and the product it supports, read the information in “Notices” on page 27.

© Copyright IBM Corporation 2006, 2011.US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contractwith IBM Corp.

Contents

Troubleshooting and support . . . . . 1Troubleshooting information . . . . . . . . . 1

Using Technotes . . . . . . . . . . . . 1Troubleshooting installation . . . . . . . . 1Troubleshooting administration . . . . . . . 14Troubleshooting database applications . . . . 15

Using log files . . . . . . . . . . . . . 17Message and trace log files . . . . . . . . 17Job log files . . . . . . . . . . . . . 18Embedded Web Application Server log files . . 19Installation log files. . . . . . . . . . . 19

Report data not updated when running reports . . 20Getting Usage and Accounting Manager systeminformation . . . . . . . . . . . . . . 20

Setting up IBM Support Assistant (ISA) . . . . . 21Editing a properties file . . . . . . . . . . 22Setting a trace . . . . . . . . . . . . . 22Disabling Internet Explorer Enhanced SecurityConfiguration . . . . . . . . . . . . . 23Support information . . . . . . . . . . . 23

Receiving weekly support updates . . . . . 23Contacting IBM Software Support . . . . . . 24

Notices . . . . . . . . . . . . . . 27

Trademarks and service marks . . . . 31

© Copyright IBM Corp. 2006, 2011 iii

iv IBM Tivoli Usage and Accounting Manager: Troubleshooting and support

Troubleshooting and support

Use this topic to find troubleshooting information for common issues and learnhow to contact IBM® Software Support.

Troubleshooting informationIn addition to the troubleshooting information provided here, you can also refer totechnotes to obtain late-breaking information about problems, limitations, andworkarounds.

Using TechnotesPublished technotes contain late-breaking information about problems, limitations,and workarounds. It is recommended that you access the technotes before youinstall the product, and that you continue consulting the technotes on a regularbasis to keep up to date about product issues as they arise.

To access technotes, click this link or enter it into your browser:http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliUsageandAccountingManager.html.

Troubleshooting installationUse this information if you are having problems with installation functions.

Installing and uninstalling the DB2 Runtime ClientThis topic describes how to overcome any of the issues that may occur wheninstalling the DB2® RTC (Runtime Client).

When TUAM is installed on Windows platforms, and users select to install theWindows Web Reporting feature, TUAM automatically installs the DB2 RuntimeClient, which provides several files that are useful to TUAM Administrators whenthey configure TUAM to connect to a DB2 database. When TUAM is uninstalled, ituninstall its copy of the DB2 Runtime Client. There are times, however, whenTUAM cannot install a DB2 Runtime Client. This is generally caused by "leftover"DB2 RTC artifacts that exist on the system. It can also occur when TUAM is unableto cleanly uninstall its DB2 Runtime Client.

The first method of removing the DB2 RTC is to open the Windows Control Panel> Add/Remove Programs, select the TUAMDB2RTC instance of the DB2 RuntimeClient and click Remove. This usually allows TUAM and its DB2 RTC to bereinstalled successfully. Occasionally, users are able to uninstall the DB2 RuntimeClient successfully, but when they try to reinstall TUAM, the TUAM install failsbecause of "leftover" DB2 RTC artifacts. When this occurs, users should considerusing the DB2 db2unins utility to clean up DB2 RTC artifacts before they try toinstall or reinstall TUAM.

The db2unins utility must be of the same version as the DB2 RTC and can belocated at the following two URLs:

The 32 bit db2unins tool can be downloaded from this location:

© Copyright IBM Corp. 2006, 2011 1

http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliUsageandAccountingManager.html

http://www-306.ibm.com/software/sysmgmt/products/support/IBMTivoliUsageandAccountingManager.html

ftp://ftp.software.ibm.com/ps/products/db2/fixes2/english-us/db2_v91/rtcl/db2winIA32v9/fp2/v9fp2_win_db2unins.zip

The 64 bit db2unins tool can be downloaded from this location:

ftp://ftp.software.ibm.com/ps/products/db2/fixes2/english-us/db2_v91/rtcl/db2winX64v9/fp2/v9fp2_winx64_db2unins.zip

The “db2InstallEventLog.exe” error message:

What should I do when I see a “db2InstallEventLog.exe” error message when theDB2 Runtime Client gets installed (Windows only)?

Symptom:

While the TUAM installer is installing the DB2 Runtime Client, thedb2InstallEventLog.exe error message is displayed.

Cause:

The db2installEventLog.exe is a DB2 Runtime Client installer tool that is used torecord system settings before and after the DB2 RTC install. The DB2 RTC’sdb2installevent.log is put in the ~\All Users\Application Data\IBM\DB2History\directory, which can then be used for investigating DB2 install problems. Thedb2InstallEventLog.exe message might be displayed for a number of reasons; forexample, the DB2 Runtime Client installer might not have enough authority toaccess/retrieve some of the install information.

Solution:

Select the Close button on the error message box and ignore this harmless failure.The failure to generate the DB2 install event log does not affect the DB2 RuntimeClient install or any DB2 RTC functions after the install.

DB2 Runtime Client fails with 1603 return code:

Why did my TUAM installer fail to install the DB2 Runtime client with a returncode of “1603”? (Windows only)

Symptom:

The installation of the DB2 Runtime Client fails and returns the code "1603".

Cause:

This DB2 Runtime Client installer code is often returned when an old version ofthe TUAM DB2 Runtime client is left on your machine from a previous TUAMinstall. This can occur for one of several reasons. For example, TUAM may nothave been able to uninstall cleanly, or because you manually removed the contentsof the TUAM install and TUAM ISMP registry directories instead of going throughthe regular TUAM uninstall.

Workaround:

A simple workaround is to manually uninstall the TUAMDB2RTC DB2 Runtimeclient instance via the Windows Add/Remove programs list.

2 IBM Tivoli Usage and Accounting Manager: Troubleshooting and support

DB2 Runtime Client install fails when installing from a UNC path:

Why does my DB2 Runtime Client install fail when I install TUAM from a UNC(Universal Naming Convention) path? (Windows only)

Symptom:

This error may occur during the following process:1. The EE Windows installer is run from a Universal Naming Convention (UNC)

path and the Windows Web Reporting feature is selected for installation.2. The DB2 Runtime installer (v9fp2_ALL_LANG_setup_32.exe) is placed in the

same directory as TUAM EE installer (as required).3. The Next button is selected on the preinstall summary window, the installer

runs for several minutes.4. When the DB2 Runtime Client is being installed, the following Windows

message is displayed:Windows cannot find ’v9fp2_ALL_LANG_setup_32.exe’. Make sure youtyped the name correctly, and then try again. To search for a file, click the Startbutton, and then click Search.

5. When you select OK on the above message, the TUAM installer stops anddisplays the following error message:The installer was unable to install the DB2 Runtime Client that is required bythe Windows Web Reporting feature. Consult the log file to determine the cause ofthe problem, un-install the product, and then rerun the installer when the problemhas been corrected.

Cause:

The TUAM installer runs the DB2 Runtime Client installer silently. When theTUAM installer launches the DB2 RTC installer, it runs it in a Windows CMD.exeexecutable, which causes Windows to display the above message. This is a knownWindows problem with an available workaround.

Workaround:

The following URL contains instructions on how to avoid this error:

http://support.microsoft.com/kb/156276

The basic process is to modify the Windows registry so that it allows the WindowsCMD.exe executable to be run from a UNC path.

After you have modified your Windows registry, uninstall TUAM (the TUAMinstaller has laid down its uninstaller by the time the above Windows errormessage is displayed), then rerun the TUAM installer.

Manually uninstallingA manual uninstall might be required in the unusual situation in which Usage andAccounting Manager does not uninstall cleanly.

The following are possible situations in which you might have to perform amanual uninstall and clean up.v A user tried to remove Usage and Accounting Manager by deleting the

installation directory manually. In this situation, the Deployment Engine installerchecks the DE registry and determines that Usage and Accounting Manager is

Troubleshooting and support 3

still installed. The user cannot uninstall because the Usage and AccountingManager has been deleted and cannot install because IA recognizes Usage andAccounting Manager as installed.

v An error occurred when the DB2 Runtime Client was trying to uninstall that leftUsage and Accounting Manager in an indeterminate state, where it could not bereinstalled and it could not be uninstalled.

v During the uninstall, the Usage and Accounting Manager copy of EmbeddedWebSphere® Application Server (eWAS) could not be stopped and eWAS lockedaccess to some of its files. As a result, Usage and Accounting Manager could notbe uninstalled cleanly. When the user tries to reinstall Usage and AccountingManager, the eWAS files are still locked (because the system has not beenrestarted), and the install cannot finish successfully.

v Usage and Accounting Manager was in the middle of an uninstall and thepower was lost (for example, the system was shut down or the power went outduring the uninstall).

Manually uninstalling Usage and Accounting Manager:

A manual uninstall might be required in the unusual situation in which Usage andAccounting Manager does not uninstall cleanly. Note that some of the files shownin the following steps might not be shown, depending on the state of the files afterUsage and Accounting Manager has uninstalled using the automated process.

Procedure

1. Unregister the Tivoli® Usage and Accounting Manager components from theDE registry. The Tivoli Usage and Accounting Manager components are:

Table 1. Tivoli Usage and Accounting Manager components

Component UUID

TUAM_UI 081F67AF608643DE937B00F6A41D9083

TUAM_NCP 0E68A8446DAD4650856860B1DC5F4F4A

TUAM_BCP 1EB9FE31BC3448918A9B001971684CC7

TUAM_ECP 5A24770E6DD845DAAA4D0B81DFF035BC

TUAM_APP 5F546013C8624B788733CC41A6541E56

TUAM_WWR 5CB71765B9604563B433BDB9EBAC8BD4

For each component in the table, use the deleteRootIU command to remove it,for example, on UNIX use /usr/ibm/common/acsi/bin/deleteRootIU.sh081F67AF608643DE937B00F6A41D9083 /opt/IBM/tivoli/tuam. For Windows, useC:\Program Files\IBM\Common\acsi\bin\deleteRootIU.cmd081F67AF608643DE937B00F6A41D9083 C:\IBM\tivoli\tuam.You can also use the de_lsrootiu command to see which components arecurrently registered in DE, and the paths where they are installed. After thecomponent registration in DE has been removed, the Tivoli Usage andAccounting Manager installation directory itself can be removed.

2. If you are using a shared Tivoli Integrated Portal installation (for example, youare using Tivoli Common Reporting or any other product which installs intoTivoli Integrated Portal), you should skip this step. If you are not using ashared Tivoli Integrated Portal, and you want to remove it, you must ensurethe Tivoli Integrated Portal server is stopped (see related task topic Stopping andstarting the application server). You must also unregister the following twocomponents in Table 2 from DE using the deleteRootIU command but


specifying the Tivoli Integrated Portal installation directory instead of the TivoliUsage and Accounting Manager installation directory.

Table 2. Tivoli Integrated Portal components

Component UUID

TIPCore 2ADC4A33F09F4E85AD27963E850290C3

eWAS C00DA95AFD9B7E0397153CD944B5A255

The Tivoli Integrated Portal installation directory can then be removed. OnWindows, the Tivoli Integrated Portal service should also be removed: scdelete "IBMWAS70Service - V2.1_TIPProfile_Port_16310”

If the installation did not use the standard port number of 16310, substitute thecorrect port instead.

3. If you are not using a shared Tivoli Integrated Portal installation (for example,you are not using Tivoli Common Reporting or any other product whichinstalls into Tivoli Integrated Portal), you should skip this step. If you are usinga shared Tivoli Integrated Portal, and you want to remove the Tivoli Usage andAccounting Manager Administration Console from it, you must ensure theTivoli Integrated Portal server is running (see related task topic Stopping andstarting the application server). You must also undeploy the console as follows:a. On UNIX, use TIP_INSTALL_PATH/profiles/TIPProfile/bin/wsadmin.sh -c

"\$AdminApp update isc modulefile {-operation delete -contenturiaucConsole.war}".

b. On Windows, use TIP_INSTALL_PATH\profiles\TIPProfile\bin\wsadmin -c"$AdminApp update isc modulefile {-operation delete -contenturiaucConsole.war}".

4. For Windows only, uninstall the TUAMDB2RTC instance of the DB2 Runtime Clientusing the Windows Add or Remove Programs tool. To access this tool, clickStart > Control Panel > Add or Remove Programs tool.

5. If there are custom files that you want to retain, take a copy of the files andthen remove the Tivoli Usage and Accounting Manager directory as follows:a. On UNIX, use the rm -rf TUAM_HOME command to remove the directory.b. On Windows, use Windows Explorer to remove the directory.

6. Restart the system.

Manually uninstalling Windows Process Collector:

A manual uninstall might be required in the unusual situation in which Usage andAccounting Manager Windows Process Collector does not uninstall cleanly.

Procedure

1. Remove the Installshield registry directory. The following is an exampledirectory:C:\Program Files\Common Files\InstallShield\Universal\IBM_TUAM_WPC

2. Rename the Tivoli common logs install directory for Usage and AccountingManager. You should rename the directory rather than removing it in case logsare needed by IBM Support for additional problem determination. Thefollowing is an example directory:C:\Program Files\ibm\tivoli\common\AUC\logs\install

3. Remove the Windows Process Collector autostart service as follows:a. Download the Windows Server 2003 or 2008 Resource Kit..


b. Stop the service named Usage and Accounting Manager Process Collector.To stop the service, clickStart > Control Panel > Administrative Tools >Services. Right-click the service, and then click Stop.

c. Run the Windows Resource kit command line utility instsrv.exe as shownin the following example. (An example path for the instsrv.exe utility isC:\Program Files\Windows Resource Kits\Tools).C:\temp>instsrv CIMSWinProcess REMOVE

Note: To find the service name to use in the command, right-click theservice, and then click Properties. The service name is the last value in thePath to executable box.

4. Remove the Windows Process Collector Windows registry keysHKEY_LOCAL_MACHINE\SOFTWARE\CIMS.

5. Remove directory in which Usage and Accounting Manager is installed. Forexample, C:\Program Files\ibm\tuam.

Troubleshooting - Installing Tivoli Integrated Portal 2.1Use this information if you are having problems with installation functions inTivoli Integrated Portal, Version 2.1.

Harmless installation messages:

A review of the installation log might show error messages that are actuallyharmless.

After installing Tivoli Usage and Accounting Manager, you might encounter areflection error when reviewing the installation logs. The installation is successful,but the log shows variations of this error:+++ Warning +++: IWAV0003E Could not reflect methods for com.ibm.sec.iauthz.InstanceAuthzServiceLocalHome because one of the methods references a type thatcould not be loaded.Exception: java.lang.NoClassDefFoundError: com.ibm.sec.iauthz.InstanceAuthorization+++ Warning +++: IWAV0002E Failed reflecting values+++ Warning +++: java.lang.NoClassDefFoundError: com.ibm.sec.iauthz.InstanceAuthorization

This error can be safely ignored.

Insufficient disk space for install:

Have enough space in the temporary directory for the installation or it will fail.

Your product installation requires at least 500 MB of disk space for the temporaryfiles that are used during installation. On Linux and UNIX, allocate enough spacein the /tmp or /opt directory of the computer.

TIPProfile_create log:

Review the TIPProfile_create log when your installation ends in error.

Purpose

The TIPProfile_create log records the messages that result from the successful orfailed completion of a task in the process of creating the Tivoli Usage andAccounting Manager profile during installation.


Sample

This is a sample of the final records of a TIPProfile_create.log where errors wereencountered.<record>

<date>2008-05-19T01:20:43</date><millis>1211185243859</millis><sequence>1007</sequence><logger>com.ibm.ws.profile.cli.WSProfileCLIModeInvoker</logger><level>INFO</level><class>com.ibm.ws.profile.cli.WSProfileCLIModeInvoker</class><method>areCommandLineArgumentsValid</method><thread>10</thread><message>Validation Error for profilePath: The profile path is not valid.</message>

</record><record>

<date>2008-05-19T01:20:43</date><millis>1211185243859</millis><sequence>1008</sequence><logger>com.ibm.ws.profile.cli.WSProfileCLIModeInvoker</logger><level>SEVERE</level><class>com.ibm.ws.profile.cli.WSProfileCLIModeInvoker</class><method>invokeWSProfile</method><thread>10</thread><message>Argument Validation Failed.</message>

</record><record>

<date>2008-05-19T01:20:43</date><millis>1211185243859</millis><sequence>1009</sequence><logger>com.ibm.ws.profile.cli.WSProfileCLIModeInvoker</logger><level>INFO</level><class>com.ibm.ws.profile.cli.WSProfileCLIModeInvoker</class><method>invokeWSProfile</method><thread>10</thread><message>Returning with return code: INSTCONFFAILED</message>

</record><record>

<date>2008-05-19T01:20:43</date><millis>1211185243859</millis><sequence>1010</sequence><logger>com.ibm.wsspi.profile.WSProfileCLI</logger><level>INFO</level><class>com.ibm.wsspi.profile.WSProfileCLI</class><method>invokeWSProfile</method><thread>10</thread><message>Returning with return code: INSTCONFFAILED</message>

</record>

Installation failure scenario:

Review the IA-TIPInstall-xx.log for any errors that might have occurred duringinstallation.

IA-TIPInstall-xx.log

Typically, the installation process stops when a failure occurs. But it can alsoappear to complete successfully and then later, such as when attempting to log in,you find that there is a problem. Review the IA-TIPInstall-xx.log in your homedirectory to confirm that the installation was successful. For example, if you arelogged in as Administrator on a Windows system, then you would look inC:\Documents and Settings\Administrator.


Log review scenario

In this example on a Windows system, the ESSServerConfig.xml step failed andIA-TIPInstall-xx.log as shown here appears to have a COI (Composite OfferingInstaller) failure at line 134.C:\IBM\tivoli\tip\_uninst\ITNM\plan\install\MachinePlan_localhost\0011_IAGLOBAL_COI_STEP_ESSServerConfig\IAGLOBAL_COI_STEP_ESSServerConfig.xml:134:xec returned: 105Wed May 28 15:25:54.078 EDT 2008 : STDERR :at org.apache.tools.ant.ProjectHelper.addLocationToBuildException(ProjectHelper.java:539)Wed May 28 15:25:54.078 EDT 2008 : STDERR :at org.apache.tools.ant.taskdefs.Ant.execute(Ant.java:384)Wed May 28 15:25:54.078 EDT 2008 : STDERR :at org.apache.tools.ant.Task.perform(Task.java:364)Wed May 28 15:25:54.078 EDT 2008 : STDERR :at com.ibm.ac.coi.impl.utils.AntHelper.ant(AntHelper.java:88)Wed May 28 15:25:54.078 EDT 2008 : STDERR : ... 3 more

The log provides you with the full path to the location of the failing file. Navigateto that location, open the file indicated, and check the line that failed. In thisexample you would navigate to:C:\IBM\tivoli\tip\_uninst\ITNM\plan\install\MachinePlan_localhost\00011_IAGLOBAL_COI_STEP_ESSServerConfig\IAGLOBAL_COI_STEP_ESSServerConfig.xml

and study line 134. At line 134 of target configureESS, the following command didnot execute successfully<target name="configureESS" depends="setProperties">

<echo message="Start to configure Authentication Service..."/><iaecho message="$ESSSERVER_CONFIGURING$"/>

......................line134: <execdir="${IAGLOBAL_installLocation}/bin"executable="${IAGLOBAL_installLocation}/bin/wsadmin${platform.script.ext}"failonerror="true">

<redirector output="${IAGLOBAL_installLocation}/logs/ESSConfiguration.out" error="${IAGLOBAL_installLocation}/logs/ESSConfiguration.err"/>

...

As you can see, the wsadmin call from Ant sends stdout to tip_home_dir/logs/ESSConfiguration.out and stderr to tip_home_dir/logs/ESSConfiguration.err. Areview of the ESSConfiguration.out file shows that the Tivoli Integrated PortalServer (WAS) might have a problem:WASX7209I: Connected to process "server1" on node TIPNode using SOAP connector;The type of process is: UnManagedProcessWASX7303I: The following options are passed to the scripting environment andare available as arguments that are stored in the argv variable:"[C:/IBM/tivoli/tip/logs/ltpaOutput.txt, 1ntegrate]"WASX7017E: Exception received while running file "C:\IBM\tivoli\tip\bin\configureESS.jacl";exception information: com.ibm.bsf.BSFException: error while eval’ingJacl expression:no accessible method "isESSConfigured" in classcom.ibm.ws.scripting.adminCommand.AdminTask

while executing"$AdminTask isESSConfigured"

invoked from within"set essCheck [$AdminTask isESSConfigured]"


Check the tip_home_dir/profiles/TIPProfile/logs/server1/SystemOut.log forany exceptions that might be related to the Authentication Service. If you are notable to assess this, ask the resident Tivoli Integrated Portal Server expert or gatherthe Tivoli Usage and Accounting Manager logs, including SystemOut.log, andcontact IBM Support.Related reference

“Log files”Locate and review the logs and related files after an installation to confirm that thecomponents were successfully installed.

Log files:

Locate and review the logs and related files after an installation to confirm that thecomponents were successfully installed.

Here are the logs created during a Tivoli Usage and Accounting Managerinstallation. The installer creates a log called IA-TIPInstall-xx.log, which islocated in the user's home directory. This should be the first log reviewed. It showsthe installation as it progresses, giving tracing information. Each step that isexecuted in the installation creates a log in the install_dir/logs directory.

Administrative consolecreateProfile.errcreateProfile.outcreateTIPService.errcreateTIPService.outdeleteProfile.err (uninstall)deleteProfile.outenableAppSecurity.errenableAppSecurity.outextendJaveMemory.errextendJaveMemory.outmodifyWASServiceName.errmodifyWASServiceName.outremoveTIPService.err (uninstall)removeTIPService.out

Common Gateway Interface ServerCGIServer.errCGIServer.outconfigureIAuthzShLib.errconfigureIAuthzShLib.outdeployiAuthzEar.errdeployiAuthzEar.out

Enterprise Storage ServerdeployESSApplication.errdeployESSApplication.outESSConfiguration.errESSConfiguration.outosgiCfgInit.errosgiCfgInit.out

IBM Tivoli Monitoring Web ServiceITMWebServiceEAR.errITMWebServiceEAR.out


Load BalancingcreateTipDataSource.errcreateTipDataSource.outHADBInstall.errHADBInstall.outHADBJoin.errHADBJoin.out

ChartingassignChartAdminRole.errassignChartAdminRole.outTIPChartPortlet.errTIPChartPortlet.out

Reporting Time Scheduling ServicesTipTssEar.errTipTssEar.outTipTssEWASScheduler.errTipTssEWASScheduler.outTipTssJDBC.errTipTssJDBC.outTipTssSharedLibraries.errTipTssSharedLibraries.out

Tivoli Common Reportingtcr.errtcr.outtcrConfigClient.errtcrConfigClient.outtcrsPostConfig.errtcrsPostConfig.out

Tivoli Integrated PortalconfigureTIPTransformationShLib.errconfigureTIPTransformationShLib.outdeployTIPChangePassdWar.errdeployTIPChangePassdWar.outdeployTIPRedirectorEar.errdeployTIPRedirectorEar.outrenameIdMgrRealm.errrenameIdMgrRealm.out

Virtual Member ManagerVMM.errVMM.out

VMM LDAP ConfigurationconfigureVMMLDAP.errconfigureVMMLDAP.out

VMM ObjectServer PluginVMMObjectServerPlugin.errVMMObjectServerPlugin.out

WebSpherecheckWAS.errcheckWAS.outstartWAS.errstartWAS.out

Related reference

“Installation failure scenario” on page 7Review the IA-TIPInstall-xx.log for any errors that might have occurred duringinstallation.

Install fails after deployment engine upgrade:


Running the installer on a computer that has an existing Tivoli Integrated Portalenvironment can fail if the deployment engine (DE) was upgraded from a veryearly version.

If you have an old version of the DE installed, the Tivoli Integrated Portal installerwill upgrade it and continue with the installation. On rare occasions certain olderversions of the DE might not be upgraded successfully. When this happens, theinstallation can fail. If you are aware that your product uses a very old version ofthe DE (such as Version 1.2), you can install on the same machine, but sign on tothe Administration Console with a different user name. If your old version of theDE was initially installed as root user on the Linux or UNIX operating system,consider uninstalling it if your new installation is failing after the DE upgrade.

Installation fails on Windows Server 2008:

If you add a non-admin user to the Administrators group in Windows Server 2008,you must disable the User Account Control setting for that user in order to installTivoli Usage and Accounting Manager.

You can disable the User Account Control setting for a user, as follows:1. Log on to the Windows Server 2008 computer as an administrator.2. In the Control Panel, click User Accounts and Family Safety.3. Click User Accounts.4. Click Turn User Account Control on or off.5. If User Account Control is currently configured in Admin Approval Mode, a

User Account Control message is displayed. Click Continue.6. Clear the Use User Account Control (UAC) to help protect your computer

check box, and then click OK.7. Restart the server to commit your changes.

You can now re-run the Tivoli Usage and Accounting Manager installation usingthe updated user's account.

Preupgrade steps fails on HP Itanium (ia64) systems:

The Tivoli Usage and Accounting Manager preupgrade step may fail on HPItanium (ia64) systems running UNIX, whereby the systems appears to lock up orhang.

About this task

This problems relates to the Deployment Engine listIU command failing duringthe preupgrade step. If the preupgrade step fails and your systems locks up, youcan stop and restart the Tivoli Integrated Portal Server and try again:

Procedure

1. In the tip_home_dir/profiles/TIPProfile/bin directory, the followingcommand:

stopServer.sh server1

Note: You are prompted to provide an administrator username and password.2. In the tip_home_dir/profiles/TIPProfile/bin directory, enter the following

command:


startServer.sh server1

Results

The Tivoli Integrated Portal Server and you can try to run the preupgrade stepagain.

Note: If your system locks up when you run the Deployment Engine listIUcommand independently of the preupgrade step, you can also restart the TivoliIntegrated Portal Server and try it again.

Login errorsAnything from an unassigned user role to a loss of connectivity with the userrepository can cause a login error. Read the TIPProfile logs for help in diagnosingthe cause.

Harmless authentication messages:

Certain sign-on messages are routine and might not indicate that a problem hasoccurred.

For installations that have been configured to use the Tivoli Integrated Portalauthentication service, it is possible that an authentication client receivesCTGES1504E and CTGES1505E messages. These messages are generated when anunused single sign-on LTPA token is discarded, and might be insignificant.

An authentication client attempts to use all single sign-on tokens provided to itwhen authenticating to an authentication service. Some of these tokens might notapply to the configured authentication service, causing CTGES1504E andCTGES1505E messages to be generated on the client and CTGES1089E on theserver. When not accompanied by other CTGES0008E authentication client errors,these messages indicate only that a particular single sign-on token was discarded.

Already logged in:

Read this topic if you closed your work session and then tried to log in again, butreceived a message that the user ID was already logged in.

If you are logged in to the Administration Console and close the browser window,you might not be logged out. Because you closed the browser, though, you need tolog in again to start another work session. If, while logging in, you get a messagethat the user ID is already logged in and do you want to log out the other user,accept the request.

No user role assigned:

Users cannot log in to the console if they do not have user roles assigned.

If you have a valid user ID and password but get a message that the login failedand to try again (even after successive retries), ask your administrator to reviewyour role assignments.

Every user ID must be assigned the minimum roles necessary to log in to theapplication server: Monitor, Configurator, Operator, Deployer, or Administrator.Users should also have the minimum required product level roles or they mightnot see the contents of their default product pages after logging in.


Slow network response:

Performance issues can cause an unresponsive script message to display afterlogin.

If, immediately after logging in, you get a message about an unresponsive scriptand you are asked whether to continue or cancel opening the Web page, clickContinue. After a short time, the welcome page for the console is displayed.

Such messages can indicate a slow network link between your computer and theapplication server. Ping the server computer to see the round trip response time.Use response times of 40 ms or better.

Try using a remote desktop connection to a computer that has a better responsetime with the application server and logging in from there.

Consider using a caching HTTP proxy to improve speed and reduce networktraffic.Related reference

IBM caching proxyWebcast replay: Introduction to IBM Caching Proxy and troubleshooting

System in maintenance mode:

A message about the system in maintenance mode in a load balancingconfiguration can indicate that the servers have not had trust enabled betweenthem.

If you get a message in the Administration Console, "The system is in maintenancemode. Please contact your administrator and try again later", it most likely meansthat the procedure for enabling trust between load balancing servers has not beencompleted.

Viewing TIPProfile logs for login errors:

In the event of a login error, review the system outage and system error logs tohelp determine the cause.

About this task

Follow these steps to open the system outage and system error logs:

Procedure

1. At the command line, change to the install_dir\IBM\tivoli\tip\profiles\TIPProfile\logs\server1 directory.

2. Open SystemOut.log and SystemErr.log in a text editor. On Windows, forexample, the command notepad systemout.log opens the log in WindowsNotepad.

3. Review the errors.4. If the cause and solution to your login error is not apparent, send the

SystemOut.log and SystemErr.log from this directory and theserver1_exception.log (and any other files that were modified within a fewminutes of this one) from the sibling ffdc directory to your securityadministrator for further examination.


http://www-1.ibm.com/support/docview.wss?uid=swg27007529

Troubleshooting administrationUse this information if you are having problems with administrative functions.

Administration Console runs slowly, hangs, or will not connectto the databaseIf you are experiencing problems with Administration Console (for example theapplication runs slowly, hangs, or will not connect to the database despite the factthat you have a working data source connection), first stop and restart theapplication server. If you cannot restart the application server or the problemcontinues, reset Administration Console.

Note: For more information about stopping and starting the application server, seethe related concept Stopping and staring the application server.

Web Reporting application cannot connect to the reportingdatabaseProblem: The Web Reporting application will not connect to the reporting databasedespite the fact that you have a working data source connection.

Solution: You must ensure that the Host field in the data source connectioncontains the Host name or IP Address of the database server rather than "localhost"even if the Administration Console and the Database Server are on the samemachine. If Web Reporting is installed on a separate machine to the AdministrationConsole/Database server and the data source connection contains "localhost" forthe Host field, the Web Reporting application will fail to connect to the database.

Unable to access the Web Reporting application login pageUse this task if you are having problems connecting to the Web Reporting loginpage after installation.

Before you begin

The following assumptions are made:v Tivoli Usage and Accounting Manager is installed and configured to use a valid

Usage and Accounting Manager data source.v The Windows Web Reporting server is installed separately on its own server.

About this task

If the Usage and Accounting Manager Web Reporting application is installed on adifferent server to the Usage and Accounting Manager Administration Console,then the registry.tuam.xml file must be copied across to the Windows WebReporting server from the Administration Console. This is required to connect theWeb Reporting application to the Usage and Accounting Manager database. Usethe following steps to do this:

Procedure1. Start the Web Reporting application.2. The following error message is displayed when you try to access the login

page: AUCCM3201E: Windows Web Reporting was unable to establish adatabase connection using data source: data_source_name. Use the Usageand Accounting Manager administrator console to test and update the datasource.

3. Complete the following details as displayed on the login screen:


v TUAM Server - Enter the IP address of the Usage and Accounting Managerserver.

v Administrator User ID - Enter the name of the user that has administratorrights in Tivoli Usage and Accounting Manager.

v Password - Enter the administrator password.4. Click Continue.

Results

The registry.tuam.xml file is copied down from the �Usage and AccountingManager Administration Console for use by the Web Reporting application. TheWeb Reporting application is now connected to the Usage and AccountingManager database and you can access the Web Reporting application login page.

Troubleshooting database applicationsUse this information if you are having problems with database functions.

Troubleshooting for Exception: DB2 SQL error: SQLCODE: -964,SQLSTATE: 57011, SQLERRMC: nullAn error similar to the following can occur during database update operations:Exception: DB2 SQL error: SQLCODE: -964, SQLSTATE: 57011, SQLERRMC: null.This error can occur because the transaction log space is depleted or because of atemporary increase in the number of active transactions.

The following is a possible solution to this problem:1. From the DB2 UDB Command Line Processor (CLP), run the following DB2

command:db2 get snapshot for all on tuam

2. Examine the values of the entries Log space available to the database; Logspace used by the database; and Secondary logs allocated currently. Theseentries should indicate that the database is running low on available log space.

3. Increase the number of secondary log files available to the database by 12 toprovide additional log file space. From the DB2 UDB CLP, run the DB2command:db2 update db cfg for tuam using logsecond x

Where x is the current value of secondary log space plus 12.

If the problem occurs again, the transaction log space shortage could be caused byin-doubt transactions in DB2. In-doubt transactions can be caused by prior serverfailures or crashes, which cause the transaction log to become full whentransactions are performed. From the DB2 UDB CLP, connect to the Usage andAccounting Manager database, then run the following command:db2 list indoubt transactions with prompting

Roll back any transactions with a timestamp near the time of the server crash.

Related problems

If your environment does not have enough memory or hard disk space, a messagesimilar to the following can be generated:AUCPE0202E The DBLoad process completed unsuccessfully with the following exception:com.ibm.db2.jcc.b.SqlException: Error for batch element #306: DB2 SQL error:SQLCODE: -964, SQLSTATE: 57011, SQLERRMC: null.


Solutions:

v Run Usage and Accounting Manager on an environment that has more memoryand hard disk space.

v If you are using a DB2 for Linux, UNIX and Windows database, use thepreceding steps to increase the number of secondary log files.

Invalid connection message is displayedIf remote connection is not enabled correctly for SQL Server 2005, the messageinvalid connection is displayed.

Procedure1. Click Start > All Programs > Microsoft SQL Server 2005 > Configuration

Tools > SQL Server Surface Area Configuration.2. Click Surface Area Configuration for Services and Connections.3. Click Remote Connections.4. Click Local and Remote Connections and Using TCP/IP only. This is required

even if the database is on the Usage and Accounting Manager applicationserver.

5. Click OK.

What to do next

If these steps are not completed, an invalid connection error is displayed inAdministration Console.

Stored Procedure performance issues on DB2There is a script called DB2Utility in IBM Tivoli Usage and Accounting Manager7.3, that allows for certain DB2® utilities to be called from the Usage andAccounting Manager installation. This script has various options, these includegetting and setting reopt settings on Stored procedures and running the DB2RUNSTATS command on Usage and Accounting Manager tables.

This script has the following options:

Table 3. DB2Utility.bat -h

Options Descriptions

-help, -h Print this message.

-datasource, -d The DB2 datasource which should be used(as defined in the ISC), if none is specifiedthe Admin datasource will be used.

-runstats Runstats with default options for all tables.

-runstats <table name> <options> Runstats where a single table can bespecified and runstats options to be run onthat table E.g -runstats CIMSSUMMARYAND INDEXES ALL.

-getreopt Display the reopt settings for all Usage andAccounting Manager Stored Procedures.

-getreopt <stored procedure> Display the reopt settings for the Usage andAccounting Manager Stored Procedurespassed as a parameter.


Table 3. DB2Utility.bat -h (continued)

Options Descriptions

-reopt <stored procedure> <reopt option> Runs the reopt command on the StoredProcedure specified with the reopt option:i.e. NONE, ONCE or ALWAYS for example-reopt GET_SUMMARY ONCE.

-reopt -f <config file> File containing reopt config for StoredProcedures for example: -reopt -freopt_settings.config. The format in the fileshould be as follows:

v GET_SUMMARY,ONCE

v GET_SUMMARY_DAY,NONE

This script is located in: <TUAM_INSTALL_PATH>/bin.

Note: Only DB2 9.7 versions onwards are supported by this script.

Using log filesUsage and Accounting Manager provides a variety of log files that provideinformational and troubleshooting data. If you require assistance from IBMSoftware Support, you might be asked to provide one or more of these files.

Message and trace log filesMessage and trace log files provide results for Usage and Accounting Manager andfor Usage and Accounting Manager Web Reporting.

The following message and trace log files are in the <TUAM_INSTALL_PATH>/logs/server directory. In general, trace files are most useful for technical support whilemessage files provide more user-friendly information that is translated intomultiple languages.v trace_net<archive index number>.log.<process index number>

This log file contains trace messages generated by the Usage and AccountingManager Web Reporting application.

v message_net<archive index number>.log.<process index number>

This log file contains information, error, and warning messages generated by theUsage and Accounting Manager Web Reporting application.

v trace<archive index number>.log.<process index number>

This log file contains trace messages generated by the Usage and AccountingManager application.

v message<archive index number>.log.<process index number>

This log file contains information, error, and warning messages generated by theUsage and Accounting Manager application.

The archive index number specifies the chronology of the archived files. The higherthe archive index number, the older the file. Therefore, zero (0) is the current file.All files from one (1) on are archived files. You set the number of archived filesthat you want to retain on the Configuration—Logging page in AdministrationConsole. The default is 11.

The process index number is used by the Java Virtual Machine (JVM). Multiplevirtual machines running concurrently cannot access the same trace or log files.


Therefore, separate trace and log files are created for each virtual machine. Theprocess index number is not configurable.

Configuring message and trace logs

You can set the maximum log file size, the level of detail that you want providedin the files, and the number of files that you want to archive on theConfiguration—Logging page in Administration Console. To open theConfiguration—Logging page, click System Configuration > Usage andAccounting Configuration > Logging.

Job log filesA log file is created for each job that you run. This log file provides processingresults for each step defined in the job file. If a warning or failure occurs duringprocessing, the file indicates at which point the warning or failure occurred. Youcan view job log files in Administration Console.

Note: The Usage and Accounting Manager trace and message log files in the<Usage and Accounting Manager Install>/logs/server directory containadditional details about the jobs that are run.

A job log file is not created until the job is run. If an error occurs and the job is notrun (for example, the job file contains a syntax error) a log file is not generated. Toensure that the job runs correctly and that a log file is generated, you can run thejob file from Administration Console before scheduling the job to run in batch.

Setting the job log file directory path

The path to the job log files is defined on the Configuration—Processing page.

Defining the log file output type

You can produce log data in a text file, an XML file, or both. By default, both a textfile and an XML file are produced.

If want to produce one file type only, include the attributejoblogWriteToTextFile="false" or joblogWriteToXMLFile="false" in the job file.

If you want to view the log files in Administration Console, the job log files mustbe in XML format.

Text log files are named yyyyMMdd_hhMMss.txt. XML log files are namedyyyyMMdd_hhMMss.xml. Where yyyyMMdd_hhMMss is the job execution time

Sending log files through email

You can choose to have output log files sent using email to a recipient orrecipients. To send log files via email, set the appropriate SMTP attributes in thejob file.

The log files that are attached to an email message are .txt files, regardless of thevalue for the attribute joblogWriteToTextFile. If both the joblogWriteToTextFileand joblogWriteToXMLFile attributes are set to "false", the email message isempty and no log file is attached.


Note: If the smtpSendJobLog is set to "true", and the email message cannot bedelivered, a warning message is logged in the Usage and Accounting Managermessage and trace files and in the command console. However, if the job file is runfrom Administration Console, a warning message is not displayed or included inthe job log.

Job log return codes

The log file provides the following return codes for each step in the job file. Thesecodes specify whether the step completed successfully, completed with warnings,or failed.v 0 Execution ended with no errors or warnings.v 4 or 8 Execution ended with warning messages.v 16 Execution ended with errors—processing stopped.

Embedded Web Application Server log filesEmbedded Web Application Server (eWAS) log files provide results for variouseWAS functions related to Usage and Accounting Manager.

eWAS log files are in the <TIP_INSTALL_PATH>/profiles/TIPProfile/logs/server1directory. The most important logs in this directory are:v systemErr.log

This WebSphere Java Virtual Machine (JVM) log captures application serversystem messages and System.out output generated by the Usage andAccounting Manager application.

v systemOut.log

This WebSphere JVM log captures System.err output generated by the Usageand Accounting Manager application.

Installation log filesA log file is created each time that Usage and Accounting Manager, Usage andAccounting Manager Windows Web Reporting, Usage and Accounting ManagerWindows Process Collector, or DB2 Runtime Client are installed or uninstalled.This log file provides results for each step in the install or uninstall process. If awarning or failure occurs during the installation or unistallation, the file indicatesat which point the warning or failure occurred.

The install log files for Usage and Accounting Manager Windows Process Collectorare stored in %PROGRAMFILES%\IBM\tivoli\common\AUC\logs\install. The install logfiles for DB2 Runtime Client are stored in <TUAM_INSTALL_PATH>/logs. All otherTUAM install log files are stored in:v Install users home directory.v <TUAM_INSTALL_PATH>/_uninst/TUAM_EE/plan/install/MachinePlan_localhost/

logs.


Report data not updated when running reportsWhen clicking the name of a report to run, the data in the report does not updateand the same report is returned each time you run the report. This is expectedbehavior in Cognos®, as the default value in the report properties is set to Viewmost recent report.

About this task

Use this task to change the report properties to always run a report and displaythe latest data when the report name is clicked.

Procedure1. Log in to your reporting interface.2. Navigate to the Common Reporting package in the Public Folders view.3. Open the Common Reporting package in the Public Folders view.4. Navigate to the required report.

5. Click the Set Properties Menu icon.6. In the Report tab, select Run the Report from the Default action drop-down

list and press OK.7. Alternatively, if you do not want to update the report properties, navigate to

the required report and select the run Menu icon to run the report.

Results

When run, the report data is updated with the latest content.

Getting Usage and Accounting Manager system informationUse the tuamProductInfo.bat (Windows) or tuamProductInfo.sh (Linux or UNIX)script to get information about the Usage and Accounting Manager installation.This information includes the Usage and Accounting Manager version that isinstalled, the data collectors that are installed, and information about the databaseor databases used by Usage and Accounting Manager.

About this task

Running the tuamProductInfo script returns useful Usage and Accounting Managerconfiguration information including the following:v Dynamic class loading verificationv Data source verificationv Database initialization verificationv Database schema validationv Database driver validation

To run the tuamProductInfo script from the command line:v Windows: Type the following. Insert the path to your Usage and Accounting

Manager installation for <TUAM_INSTALL_PATH>.


– <TUAM_INSTALL_PATH>\bin\tuamProductInfo.bat

v Linux or UNIX: Using a shell command, type the following. Insert the path toyour Usage and Accounting Manager installation for <TUAM_INSTALL_PATH>.– <TUAM_INSTALL_PATH>/bin/tuamProductInfo.sh

Setting up IBM Support Assistant (ISA)IBM Support Assistant is designed to help answer questions and gather data forservice personnel if needed.

About this task

IBM Support Assistant provides the following functions:v A way to automate data collection and transmission to IBM to expedite problem

resolution.v The ability to perform a federated search across information repositories.v Convenient access to support-related web resources.

The search component of IBM Support Assistant enables you to run a federatedsearch, which is a single search that concurrently accesses multiple search locationsand returns results in a hierarchical arrangement. The support links component is aconsolidated list of IBM web links organized by brand and product. The servicecomponent allows for the gathering of problem determination data and assists inthe process of creating a problem management record with IBM Support.

You only need to install IBM Support Assistant one time on your machine. To startusing IBM Support Assistant, perform the following steps:

Procedure1. Go to the following link to download and install the IBM Support Assistant on

your machine: IBM Support Assistant page (http://www-306.ibm.com/software/support/isa/ ) . If you need help, see the installation instructions atthe following link: IBM Software Support : Installing IBM Support AssistantVersion 4.0 Workbench (http://www-01.ibm.com/software/support/isa/isa40/install.html).

2. Download the Tivoli Usage and Accounting Manager plug-in for the IBMSupport Assistant:a. Start the IBM Support Assistant.b. Select the Updater link.c. Select the New Products and Tools tab.d. Select the plus ( + ) sign next to the Tivoli list item.e. Select the check box next to the Tivoli Usage and Accounting Manager 7.3

plug-in.f. Click Install. The IBM Support Assistant notifies you when the plug-in has

been installed.g. Stop and restart the IBM Support Assistant.

3. After IBM Support Assistant and plug-ins are installed, you can use IBMSupport Assistant to collect Tivoli Usage and Accounting Manager logs usingthe following steps:a. Start IBM Support Assistant.b. Click the Service link.


http://www-306.ibm.com/software/support/isa/

http://www-306.ibm.com/software/support/isa/

http://www-01.ibm.com/software/support/isa/isa40/install.html

http://www-01.ibm.com/software/support/isa/isa40/install.html

c. Click the Collect Data link.d. Select the check box next to IBM Tivoli Usage and Accounting Manager.e. Select the set of logs that you want to collect.f. Select Collect to collect the logs.g. After the logs are collected, contact IBM Software Support for information

about where to send the logs for problem determination.

Editing a properties fileProperties files describe the environment and their settings are usually predefinedor added during installation. You do not need to change these files unlessinstructed by IBM Software Support.

About this task

The properties files are on the computer where the Tivoli Integrated Portal Serveris installed.

Procedure1. Locate the <TIP_INSTALL_PATH>/properties directory. For example,

C:\IBM\tivoli\tipv2\properties is the default installation path on Windows;/opt/IBM/tivoli/tipv2/ is the default installation path on Linux or UNIX.

2. Open the desired properties file in a text editor.3. Edit the file as needed, and then save and close it.4. Stop the server and then restart it.

Setting a traceEnable a trace of the Tivoli Integrated Portal Server when you want to keep arecord of activity.

Before you begin

The portal has a Troubleshooting Logs and Trace option for enabling a trace.

About this task

Follow these steps to set a trace that will record the Tivoli Integrated Portal Serveractions in a log file: <TIP_INSTALL_DIR>/profiles/TIPProfile/logs/server1/trace.log".

Procedure1. In the Administration Console, click Troubleshooting > Logs and Trace.2. Select the Tivoli Integrated Portal Server name (such as server1) in the Logging

and Tracing portlet.3. In the Configuration tab, click Change Log Detail Levels.4. In the Groups list, expand com.ibm.tivoli.* and click com.ibm.tivoli.tip.*.5. Select a log level (such as All Messages and Traces) and click OK or Apply.6. When prompted to save the configuration, click Save.7. Stop and then restart the Tivoli Integrated Portal Server.


Results

After the server has been stopped and restarted, trace entries are saved to theinstall_dir/profiles/TIPProfile/logs/server1/trace.log file.

Disabling Internet Explorer Enhanced Security ConfigurationInternet Explorer Enhanced Security Configuration is an option that is provided inWindows Server 2003 operating systems and above. To use Tivoli Usage andAccounting Manager in Tivoli Integrated Portal, you must disable Internet ExplorerEnhanced Security Configuration.

About this task

Follow these steps to disable Internet Explorer Enhanced Security Configuration:

Procedure1. Close all instances of Internet Explorer.2. Click Start, point to Administrative Tools, and then click Server Manager.3. If a User Account Control dialog is displayed, click Continue.4. Under Security Summary, click Configure IE ESC.5. Under Administrators, click Off.6. Under Users, click Off.7. Click OK.

Results

Internet Explorer Enhanced Security Configuration is disabled.

Support informationIf you have a problem with your IBM software, you want to resolve it quickly.These topics describe how to obtain product fixes, receive weekly support updates,and contact IBM Software Support.

Receiving weekly support updatesTo receive weekly e-mail notifications about fixes and other software support news,follow these steps:1. Go to the IBM Software Support Web site at http://www.ibm.com/software/

support.2. Click My support in the far upper-right corner of the page under

Personalized support.3. If you have already registered for My support, sign in and skip to the next

step. If you have not registered, click register now. Complete the registrationform using your e-mail address as your IBM ID and click Submit.

4. Click Edit profile.5. In the Products list, select Software. A second list is displayed.6. In the second list, select Systems management. A third list is displayed.7. In the third list, select a product sub-segment, for example, Service

Management. A list of applicable products is displayed.8. Select the products for which you want to receive updates.


http://www.ibm.com/software/support

http://www.ibm.com/software/support

9. Click Add products.10. After selecting all products that are of interest to you, click Subscribe to email

on the Edit profile tab.11. Select Please send these documents by weekly email.12. Update your e-mail address as needed.13. In the Documents list, select Software.14. Select the types of documents that you want to receive information about.15. Click Update.

If you experience problems with the My support feature, you can obtain help inone of the following ways:

OnlineSend an e-mail message to [email protected], describing your problem.

By phoneCall 1-800-IBM-4You (1-800-426-4968).

Contacting IBM Software SupportIBM Software Support provides assistance with product defects.

Before contacting IBM Software Support, your company must have an active IBMsoftware maintenance contract, and you must be authorized to submit problems toIBM. The type of software maintenance contract that you need depends on thetype of product you have:v For IBM distributed software products (including, but not limited to, Tivoli,

Lotus®, and Rational® products, as well as DB2 and WebSphere products thatrun on Windows, or UNIX operating systems), enroll in Passport Advantage® inone of the following ways:

OnlineGo to the Passport Advantage Web site at http://www-306.ibm.com/software/howtobuy/passportadvantage/pao_customers.htm .

By phoneFor the phone number to call in your country, go to the IBM SoftwareSupport Web site at http://techsupport.services.ibm.com/guides/contacts.html and click the name of your geographic region.

v For customers with Subscription and Support (S & S) contracts, go to theSoftware Service Request Web site at https://techsupport.services.ibm.com/ssr/login.

v For customers with IBMLink, CATIA, Linux, OS/390®, iSeries®, pSeries®,zSeries®, and other support agreements, go to the IBM Support Line Web site athttp://www.ibm.com/services/us/index.wss/so/its/a1000030/dt006.

v For IBM eServer™ software products (including, but not limited to, DB2 andWebSphere products that run in zSeries, pSeries, and iSeries environments), youcan purchase a software maintenance agreement by working directly with anIBM sales representative or an IBM Business Partner. For more informationabout support for eServer software products, go to the IBM Technical SupportAdvantage Web site at http://www.ibm.com/servers/eserver/techsupport.html.

If you are not sure what type of software maintenance contract you need, call1-800-IBMSERV (1-800-426-7378) in the United States. From other countries, go tothe contacts page of the IBM Software Support Handbook on the Web at


http://www.ibm.com/software/howtobuy/passportadvantage/pao_customers.htm

http://www.ibm.com/software/howtobuy/passportadvantage/pao_customers.htm

http://techsupport.services.ibm.com/guides/contacts.html


https://techsupport.services.ibm.com/ssr/login

https://techsupport.services.ibm.com/ssr/login

http://www.ibm.com/services/us/index.wss/so/its/a1000030/dt006

http://www.ibm.com/servers/eserver/techsupport.html

http://techsupport.services.ibm.com/guides/contacts.html and click the name ofyour geographic region for phone numbers of people who provide support foryour location.

The following topics describe how to contact IBM Software Support.

Determining the business impactWhen you report a problem to IBM, you are asked to supply a severity level.Therefore, you need to understand and assess the business impact of the problemthat you are reporting. Use the following criteria:

Severity 1The problem has a critical business impact. You are unable to use theprogram, resulting in a critical impact on operations. This conditionrequires an immediate solution.

Severity 2The problem has a significant business impact. The program is usable, butit is severely limited.

Severity 3The problem has some business impact. The program is usable, but lesssignificant features (not critical to operations) are unavailable.

Severity 4The problem has minimal business impact. The problem causes little impacton operations, or a reasonable circumvention to the problem wasimplemented.

Describing problems and gathering informationWhen describing a problem to IBM, be as specific as possible. Include all relevantbackground information so that IBM Software Support specialists can help yousolve the problem efficiently. To save time, know the answers to these questions:v What software versions were you running when the problem occurred?v Do you have logs, traces, and messages that are related to the problem

symptoms? IBM Software Support is likely to ask for this information.v Can you re-create the problem? If so, what steps were performed to re-create the

problem?v Did you make any changes to the system? For example, did you make changes

to the hardware, operating system, networking software, and so on.v Are you currently using a workaround for the problem? If so, be prepared to

explain the workaround when you report the problem.

Submitting problemsYou can submit your problem to IBM Software Support in one of two ways:

OnlineGo to the IBM Software Support site at http://www.ibm.com/software/support/probsub.html, and specify your service request.

By phoneFor the phone number to call in your country, go to the contacts page ofthe IBM Software Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html and click the name of your geographic region.

If the problem you submit is for a software defect or for missing or inaccuratedocumentation, IBM Software Support creates an Authorized Program AnalysisReport (APAR). The APAR describes the problem in detail. Whenever possible,



http://www.ibm.com/software/support/probsub.html

http://www.ibm.com/software/support/probsub.html



IBM Software Support provides a workaround that you can implement until theAPAR is resolved and a fix is delivered. IBM publishes resolved APARs on theSoftware Support Web site daily, so that other users who experience the sameproblem can benefit from the same resolution.


Notices

This information was developed for products and services offered in the U.S.A.

IBM may not offer the products, services, or features discussed in this document inother countries. Consult your local IBM representative for information on theproducts and services currently available in your area. Any reference to an IBMproduct, program, or service is not intended to state or imply that only that IBMproduct, program, or service may be used. Any functionally equivalent product,program, or service that does not infringe any IBM intellectual property right maybe used instead. However, it is the user's responsibility to evaluate and verify theoperation of any non-IBM product, program, or service.

IBM may have patents or pending patent applications covering subject matterdescribed in this document. The furnishing of this document does not grant youany license to these patents. You can send license inquiries, in writing, to:

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For license inquiries regarding double-byte (DBCS) information, contact the IBMIntellectual Property Department in your country or send inquiries, in writing, to:

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This information could include technical inaccuracies or typographical errors.Changes are periodically made to the information herein; these changes will beincorporated in new editions of the publication. IBM may make improvementsand/or changes in the product(s) and/or the program(s) described in thispublication at any time without notice.

Any references in this information to non-IBM Web sites are provided forconvenience only and do not in any manner serve as an endorsement of those Websites. The materials at those Web sites are not part of the materials for this IBMproduct and use of those Web sites is at your own risk.

IBM may use or distribute any of the information you supply in any way itbelieves appropriate without incurring any obligation to you.


Licensees of this program who wish to have information about it for the purposeof enabling: (i) the exchange of information between independently createdprograms and other programs (including this one) and (ii) the mutual use of theinformation which has been exchanged, should contact:

IBM CorporationSoftware Interoperability Coordinator, Department 49XA3605 Highway 52 NRochester, MN 55901U.S.A.

Such information may be available, subject to appropriate terms and conditions,including in some cases, payment of a fee.

The licensed program described in this information and all licensed materialavailable for it are provided by IBM under terms of the IBM Customer Agreement,IBM International Program License Agreement, or any equivalent agreementbetween us.

Any performance data contained herein was determined in a controlledenvironment. Therefore, the results obtained in other operating environments mayvary significantly. Some measurements may have been made on development-levelsystems and there is no guarantee that these measurements will be the same ongenerally available systems. Furthermore, some measurements may have beenestimated through extrapolation. Actual results may vary. Users of this documentshould verify the applicable data for their specific environment.

Information concerning non-IBM products was obtained from the suppliers ofthose products, their published announcements or other publicly available sources.IBM has not tested those products and cannot confirm the accuracy ofperformance, compatibility or any other claims related to non-IBM products.Questions on the capabilities of non-IBM products should be addressed to thesuppliers of those products.

All statements regarding IBM's future direction or intent are subject to change orwithdrawal without notice, and represent goals and objectives only.

All IBM prices shown are IBM's suggested retail prices, are current and are subjectto change without notice. Dealer prices may vary.

This information is for planning purposes only. The information herein is subject tochange before the products described become available.

This information contains examples of data and reports used in daily businessoperations. To illustrate them as completely as possible, the examples include thenames of individuals, companies, brands, and products. All of these names arefictitious and any similarity to the names and addresses used by an actual businessenterprise is entirely coincidental.

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This information contains sample application programs in source language, whichillustrate programming techniques on various operating platforms. You may copy,modify, and distribute these sample programs in any form without payment toIBM, for the purposes of developing, using, marketing or distributing applicationprograms conforming to the application programming interface for the operating


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