1. Chapter 16
Basic Trouble Shooting, Problem solving and Using Electronic Customer Support (ECS)

2. Hardware Related problems
Severe problems - system non-operational
Mild problems, minor inconvenience
i.e. printer fails
Understanding AS/400 System Operations

3. Electronic Customer Support (ECS)
Saves a lot of hardware problems
IBM will dial into the AS/400 periodically
AS/400 dials out without being aware
IBM notices problem in the problem log
Dispatch a service person
or AS/400 notices problem and calls IBM requesting service
Use the service
Understanding AS/400 System Operations

4. Power Failure/Conditioning
Electrical current contains voltage spikes and fluctuates
Install an uninterruptible power supply (UPS)
Diesel-powered generator equipment for 24-hr availability
Understanding AS/400 System Operations

5. Trouble Shooting—Two Common Problems
A System Printer Does Not Work
A Tape Drive Does Not Work
Understanding AS/400 System Operations

6. General Problem Solving
Jobs fail
Call in a programmer
If purchased application call the application support line
Use the Job’s Log
Use the QSYSOPR Message Queue
Use the History Log
Understanding AS/400 System Operations

7. System Reference Codes (SRCs)
An SRC code is an 8-character alphanumeric code such as B
Indicated a serious internal problem
Appear in control panel LCD panel
Often requires a manual IPL
Understanding AS/400 System Operations

8. Understanding AS/400 System Operations
Copy Screen Function
Like “looking over the user’s shoulder”
Allows the system operator to monitor, at his workstation, another workstation
Understanding AS/400 System Operations

9. Understanding AS/400 System Operations
STRCPYSCN
Understanding AS/400 System Operations

10. Using ECS for Problem Solving
PROBLEM Problem Handling
System: BIGBLUE
Select one of the following:
1. Program temporary fix
2. Work with alerts
3. Performance tools
4. Programming language debug
5. Work with support contact information
6. Copy screen image
7. Work with alert descriptions
70. Related commands
Selection or command
===>5                                                         
F3=Exit F4=Prompt F9=Retrieve F12=Cancel F13=Information Assistant
F16=AS/400 Main menu
To get to this screen enter ‘Go Problem2’
Figure 16-2: Problem2 menu. From here we will get to change the contact information.
Understanding AS/400 System Operations

11. Understanding AS/400 System Operations
Work with Support Contact Information
This screen is the result of selecting option 5 on the Problem solving menu seen in the previous slide.
Understanding AS/400 System Operations

12. Work with Local Service Information
Understanding AS/400 System Operations

13. Understanding AS/400 System Operations
Change Upgrade Contact Information
Understanding AS/400 System Operations

14. Understanding AS/400 System Operations
Uses of ECS
ANZPRB- Analyze Problem command
Report hardware or software problems
SNDPTFORD- Send PTF Order command
Place an order for PTFs
Order either individually or cumulative packages
Obtain information about PTFs.
Understanding AS/400 System Operations

15. Possible uses of the ECS
Non-IBM application support
To do EDI (Electronic Data Interchange)
Low speed transfers between two systems.
Contact bulletin board services (BBSs) that cater to IBM midrange professionals.
Understanding AS/400 System Operations

16. Working with Problem Logs
Understanding AS/400 System Operations

17. Deleting Old Problem Logs
Problem logs tend to use up disk space so clean them up regularly.
DLTPRB PRBID(*ALL) STATUS(*VERIFIED *CLOSED) DAYS(7)
Understanding AS/400 System Operations