Although the System i servers rate over a 99.9% availability factor, there are times when problems occur. Some problems limit the use of a device, program, or application. More severe and pervasive problems limit the use of more components. In either circumstance, the amount of time a component is unavailable relates directly to the actions taken to manage the situation. The ability to resolve problems depends on the tools that are available, the knowledge (and attitude) of the worker, the symptoms and nature of the problem at hand, and other factors.

This book is designed to introduce you to the problem determination aids used in an i5/OS® environment. You can become familiar with the tools that are available and the instructions for how each one works. As proficiency is built with the use of each tool and familiarity with the procedures, efficiency of the system operator and service personnel increases.

Consider this book a “Don’t Panic, Read Me First” guide to help you support System i models. It discusses problem analysis, problem determination, and problem source identification. And it offers you step-by-step instructions that show you how to use the i5/OS problem determination aids to produce detailed problem information.

Part 1. Service tools for operators

Chapter 1. Problem determination overview

Chapter 2. System information documents

Chapter 3. Easy data collection

Chapter 4. Collecting messages

Chapter 5. Job information, job logs, and spooled files

Chapter 6. Collecting the history log (QHST)

Chapter 7. Problem log and Save APAR Data

Chapter 8. Power problems

Part 2. Service provider and advanced operator service aids

Chapter 9. Initial program load (IPL)

Chapter 10. Main storage dumps

Chapter 11. Tracing jobs

Chapter 12. Communications problem determination

Chapter 13. Collecting a communications trace

Chapter 14. Advanced trace function: Watch support

Chapter 15. Java Virtual Machine problem determination

Chapter 16. Collecting HTTP server logs

Chapter 17. Collecting HTTP server traces

Chapter 18. Dumping a job

Chapter 19. Dumping an object

Chapter 20. Collecting an input/output processor (IOP) dump

Chapter 21. Tracing the Licensed Internal Code

Chapter 22. Collecting Licensed Internal Code (LIC) logs

Chapter 23. Using System Service Tools (SST)

Chapter 24. Using Dedicated Service Tools (DST)

Chapter 25. Collecting the Product Activity Log

Chapter 26. Service Director

Chapter 27. Submitting a problem report

Chapter 29. Technical databases and logging problems

Chapter 30. Collecting program temporary fix (PTF) levels

Appendix A. Quick reference to data collection commands

Appendix B. Start Remote Support

Appendix C. E-mailing document collections

Appendix D. Client Access console

Appendix E. Using the control panel

Appendix F. Using system flight recorders

Appendix G. PTF delivery over the Internet

Appendix H. Copying displays to another display

Appendix I. Damaged objects

Appendix J. Web sites related to System i problem determination

Appendix L. Problem Information

Appendix M. EBCDIC, HEX, and ASCII conversion charts