Preparing to call IBM Support

If you have followed the procedures outlined previously for the type of Web browser you are using and have determined that you need IBM assistance to solve your problem, then complete this IBM support checklist. The following is a list of the information that the IBM Support Center may need to help diagnose your problem. You can print a copy of this list, and then fill in the blanks, before contacting IBM for service.

Description of the problem and the environment

Problem Summary:
________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________

________________________________________________________________________________
Host On-Demand version, release, and manufacturing refresh level_______________________________________.
To determine the Host On-Demand version, release, and manufacturing refresh level, click Help > About Host On-Demand from the session window. The About window displays. Look at the number on bottom of the About window. The number, in 0.0.0-B00000000, determines the version, release and manufacturing refresh level. For example, you may see 6.0.3-B20000814, where:
- 6 is version number.
- 0 is the release number.
- 3 is the manufacturing refresh level.
If you are using the Host On-Demand Administration client, is the client on the same machine as the Host On-Demand Service Manager or is it on a remote machine? _________________
Type of emulation being used: TN3270_______ TN5250_______ VT________ CICS________ 3270 print _____ 5250 print________ FTP________
Are you using the default interface (the "green screen") or the Alternate Terminal interface?_______________________
If you are using Windows NT, Windows 2000, or Windows XP, are you logged onto the machine with administrative authority? ________
If your web browser is configured to use proxies, what are the proxy settings?

HTTP: ____________________________________

Socks: ____________________________________

Secure: ____________________________________

FTP: ____________________________________

Gopher: ____________________________________

WAIS: ____________________________________
Are there any messages posted in the Java Console? See Java Console for instructions on how to display the Java Console in the Netscape or Internet Explorer browsers.
Does the problem occur regularly or only some of the time? _________
Does the problem occur with Netscape Navigator, Microsoft Internet Explorer, or both? __________
Does the problem fail on specific levels of the browser with specific JVM levels?_________
Does the problem occur for all users, on all operating systems or just specific operating systems?_________
Does the problem occur when you are logged on to the client workstation as an Administrator or user without restrictions to the directories or Windows registry? ________
Does the problem exist in both the Download and Cached clients? _________
What operating system are you using? _____________

On a Windows platform, you can determine the operating system you are using by selecting Start > Settings > Control Panel > System. The first screen of the System selection displays information about your operating system

What browser versions are you using to run the Host On-Demand client:
INTERNET EXPLORER ________________

NETSCAPE ________________

OTHER ________________

You can determine the version of browser you are using by selecting HELP on the Browser toolbar and then selecting About Internet Explorer or About Netscape.

Does this problem occur on specific screens or all screens?_______________________________________
Steps to recreate:
_________________________________________________

_________________________________________________

Do you have an old version of the Cached client or Administration client installed?
If so, remove it by using the Remove Cached client function under Utilities on the HODMain.html page.
What type of security is being used? SSL or TLS only_____ Server Authentication_____ Client Authentication_____ Native Authentication_____ Express Logon_____
What type of certificate? CA______ Self Signed _________
Type of Host On-Demand client: Cache____ Download____ DebugCache____ DebugDownload____
What type of Web server is being used? ______________________
What is the Web server's Name ________ Version __________ and release ______ ?
What operating system is being used for the Host On-Demand server? ___________________
What level of JVM is running on the machine where the Host On-Demand Service Manager is running?
To determine the JVM level, issue the command Java -fullversion at a command prompt ____________
Is the Host on Demand Redirector being used? _____________________
Is the Host on Demand Configuration Servlet being used? ______________
Is the HTML file being used a product of the Deployment Wizard? __________
What ports do the Host on Demand client and server use?
What TN3270/5250 server are you using? Name______________ Version_______ and release ___________
Is the TN3270/5250 server on the same machine as the Host On-Demand server? _______
Describe the Network Environment:
________________________________________________

________________________________________________

________________________________________________
Are you experiencing problems with 5250 host printing? Use the following checklist for contacting customer service. Check the following:
1. Host On-Demand Version
2. Telnet server
3. Client platforms
4. What type of printer is being used ? (HP, Lexmark, etc)
5. Is it a local or networked attached printer?
6. How many users are experiencing this problem?
7. Are Customized Objects being used with 5250 printer sessions?
8. Is SSL being used with printer sessions?
9. How were the sessions created? (Deployment Wizard, etc.)
10. Has printing worked before now?
Are you experiencing problems with 3270 host printing? Use the following checklist for contacting customer service. Check the following:
1. Host On-Demand Version
2. Telnet server
3. Client platforms
4. Browser and JVM level
5. Local or networked attached printers?
6. Are you trying to do a print screen?
7. What type of printer are you using? (HP, Lexmark, and so forth)
8. Are you using a PDT?
9. Are you using LUs?
  - If so, what type of LU (Explicit or Implicit)?
  - What type of server are you using for the LUs?
10. Are you using SSL?
11. What platform are the clients using (such as Windows 98, 2000, NT)?
12. Are you using associated printer sessions?
13. Are you using Native windows printing?
14. How many users are affected by this printer problem?
15. What is the printer buffer size with in the Host On-Demand configuration sessions?
16. Take a screen shot of the Host On-Demand session properties panel.
17. Has printing worked before now?

Please have these files ready to share with your support representative:

The Java Console from the Host On-Demand client.

Use the Information Bundler to collect all of the following files in one, convenient ZIP file.

The NCoDServices.RAS.txt from the Hostondemand private directory, which is the Service Manager trace file and is located on the Host on Demand server.
For z/OS, standard in and standard out from the Host On-Demand JCL.
Copies of the files created by the Host On-Demand Deployment Wizard. These files are located in the ..hostondemand\hod\hodata\your_file_name\... directory, and include:
- your_file_name.html
- autoyour_file_name.html
- params.txt
- winfo.txt
- preload.obj
- policy.obj
- cf*.cfg
- udparms*.txt .
The HODWIZARD.LOG, which is the Deployment Wizard log, located in the hostondemand\hod directory.
Trace files that IBM Service has requested.