Diagnostic Procedures

Refer to the following flowchart for a summary of the procedures you must follow if you have a problem with a CA software product. Each of these procedures is detailed on the following pages.

Collecting Diagnostic Data

The following information is helpful in diagnosing problems that can occur:

Control statements used to activate your product
JCL used to install or activate your product
All CA DRAS Task output DSNs
Relevant system dumps or product dumps
List of other IBM or third-party products that can be involved
Manufacturer, model number, and capacity of your hardware
Numbers and text of IBM or CA error messages associated with the problem
Names of panels where the problem occurs
Listings of all fixes applied to all relevant software, including:
- The dates fixes were applied
- Fix numbers
- Names of components to which fixes were applied
Short description of problems

Interpreting Diagnostic Data

When you have collected the specified diagnostic data, write down your answers to the following questions:

What was the sequence of events prior to the error condition?
What circumstances existed when the problem occurred and what action did you take?
Has this situation occurred before? What was different then?
Did the problem occur after a particular PTF was applied or after a new version of the software was installed?
Have you recently installed a new version of the operating system?
Has the hardware configuration (tape drives, disk drives, and so forth) changed?

From your response to these questions and the diagnostic data, try to identify the cause and resolve the problem.