When something goes wrong, help is available to get your system up and running again. These articles help you determine exactly what the problem is and how you can resolve it.
Start here to solve problems:
Go here ... If you want to ...
Troubleshoot printer problems Solve printing difficulties.
Resolve Universal Connection Wizard problems Solve problems before re-running the wizard.
Contact electronic customer support
Locate the service agent that you need.
Get fixes
Choose the fix you need from IBM’s support page.
View your system configuration list View your current configuration information.
Use the troubleshooting flowchart Determine what the problem is and how you can solve it.
Troubleshooting with Systems Management Get help with system and application problems.
Additional information on this topic can be found in these sources:
Getting help with system operation problems
Troubleshooting printer problems
Printing is a two-step process on your system, and problems can arise in either step: you cannot send material to the printer, or your printer is not receiving the material you send. This topic describes steps to take to solveáthese problems and other printing problems.
v Solving problems with sending jobs (LPR) v Solving problems with receiving jobs (LPD) v Finding an unprinted job
v Reasons Why a Printer Will Not Print
Additional information on this topic can be found in these sources:
Printing and device programming
Solving problems with sending jobs
The system handles the various parameters passed to the LPR command. Sometimes, they need to be formatted in a particular way to work correctly. Examples are given for some of the most common error conditions.
LPR command considerations
When the system passes alphabetic characters to a command processing program from a command, it converts all of the characters to uppercase. Enclosing the parameter in apostrophes preserves the case of the characters. This is required if you use filters for the DESTOPT parameter. It may be required for the PRTQ parameter of the LPR command, depending on the case sensitivity of the destination system.
Common error messages
If a problem is detected when usingáyour system’s LPR client, most problem analysis can be done by examining the job logs of the user and the message help text for the issued error message.
Send request failed for spooled file XYZ is the error message for both TCP3701 and TCP3719.
Examine the message help text, however. If the message is TCP3719, the error may be that the printer queue name is incorrectly spelled or the case of the printer queue name does not match that of the printer queue on the destination system.
If the message is TCP3701, look in the job log for the previous messages to determine the failure.á Common failures are caused by the following:
v Destination system name is misspelled.
v Destination system name is not defined in the TCP/IP host table v LPD server is not started on the destination system
v TCP/IP is not started on the destination system
Examine the message help text for any previous messages to determine error recovery procedures.
Materials required for reporting LPR problems
Include the following information when reporting any LPR problem to IBM:
v The QTCPIP and LPR client job logs.
v If file or data integrity is compromised, then any files that were being sent.
v If the file being sent is being transformed, a copy of the workstation customizing object being used.
v All options taken on the LPR command when trying to send a file.
v The type of remote host, operating system, and operating system version to which the LPR command was attempted, for example, PS/2 to OS/2, PS/2 to DOS, or RS/6000 to AIX.
v Special authorities in the user profile of the sender; the owner of the file; and the output queue parameters AUTCHK, OPRCTL, and the DSPOBJAUT to get all authorities of the user to the output queue.
v A communications trace from the time of the failure (Format TCP/IP data only field), formatted for ASCII.
If you are not familiar with the procedure for collecting a communications trace, refer to Collecting a communications trace and Formatting and saving the communications trace.
Additional information on this topic can be found in these sources:
Printing and device programming
Solving problems with receiving jobs
The most common problems, causes, and solutions for LPD are shown below:
Problem Cause Solution
All files on the receiving system are of the same printer device type but not *USERASCII
The QPTMPLPD printer file is set to a type other than *USERASCII
Change the printer file (CHGPRTF command) to printer device type
*USERASCII1
Problem Cause Solution Spooled file is not on the print queue
that you requested v Destination print queue name is misspelled.
v User did not have authority to the requested print queue.
v The requested print queue is not in the user ID library list path.
v Display the messages sent by LPD to check where the spooled file was placed (you must be logged on the system where the LPD server is running to see the messages).
v If you are logged on with the same user ID as was used to issue the LPR command, use the Display the Message (DSPMSG) command. If you are logged on to a different user ID than was used to send the LPR command, you must use the DSPMSGuserid command if the user ID exists. If the user ID does not exist, use DSPMSG QTCP/QTMPLPD. Use QTMPLPD as the default user profile if there are any problems with the client profile.
v If the messages are not able to help locate the file or the problem, then check the print queue QPRINT in library QGPL. If there are any problems with the requested print queue, QPRINT is the default destination where all files are spooled.
LPD receives only a portion of the spooled file sent
The LPR job failed before sending all the data. LPD assumes that when the connection is closed, all the data has been sent.
Send the spooled file again.
Spooled files do not show up on the receiving system from a non-iSeries 400, even though LPR indicates it was successfully sent
If the sending user ID does not match a user ID on the receiving system, LPD uses QTMPLPD user profile to spool the file. However, if the
QTMPLPD user profile does not exist, or the PUBLIC authority is set to
*EXCLUDE, the file is not spooled.2
Change the authority for the QTMPLPD profile to *OBJOPR, or find a system with a matching user ID to accept the spooled files.
1. Set the QPTMPLPD printer file to *USERASCII because LPD expects to receive ASCII data from non-iSeries 400 systems. The *USERASCII device type on the printer file does not mean that the data stream of the spooled file is ASCII. If, for example, AFPDS data is sent from a non-iSeries 400 system, the data is sent as *USERASCII and will not print correctly.
2. The sending system does not know that the file was not spooled because LPD does not search for a place to store the file until after it has received all the data from the sending system.
Materials Required for Reporting LPD Problems
Include the following information when reporting any LPD problem to IBM:
v Any problems that cause LPD to fail unexpectedly will generate spooled files as part of the LPD error handling. Three spooled files are created inside the failing job from these commands:
SYS/DSPJOBLOG JOB(*) OUTPUT(*PRINT) QSYS/DSPJOB OUTPUT(*PRINT)
QSYS/DMPOBJ OBJ(QUSRSYS/QTMPLPD8MM) OBJTYPE(*USRQ)
These 3 files are owned by either the sending user profile, the default user profile QTMPLPD or the QTCP user profile.
v The QTCPIP and LPD client job logs.
v If file or data integrity is compromised, then any files that are being sent.
v If the file being sent is being transformed, a copy of the workstation customizing object being used.
v If the file being received is an iSeries 400 spooled file sent with TRANSFORM=*YES, or is coming from a non-iSeries 400 client, include the description of the QUSRSYS/QPTMPLPD printer file.
v The type of remote host, operating system, and operating system version from which the LPR command was attempted, for example, PS/2 to OS/2, PS/2 to DOS, or RS/6000 to AIX.
v A communications trace from the time of the failure (format TCP/IP data only), formatted for both ASCII and EBCDIC. If you are not familiar with the procedure for collecting a communications trace, refer to iSeries Communication.
Additional information on this topic can be found in these sources:
Printing and device programming
Finding a job that did not print
Your users are frustrated because jobs that their print job has disappeared. You can look either on the server, or on the client, to discover what went wrong with the print job, and then begin to solve that problem.
On the server
One method of determining what went wrong with a print job on the server side is to use the QEZJOBLOG log on the server that is running LPD for the print job. To get to the job log, follow these steps:
1. On any command line, enter the WRKOUTQ command.
2. Find the QEZJOBLOG and use option 5 to work with the job log.
3. Find the print job with the user of QTCP. Use option 5 to view the spooled file to determine what type of errors were encountered.
On the client
Another method of determining what went wrong with a print job on the client side is to find the job log for the print job. Follow these steps to get to the job log:
1. Enter the WRKOUTQ command on any command line.
2. Press F20 to work with print writers.
3. Find the writer with your job and use option 5 to work with the job log.
4. Press F17 to work with the writer.
5. Use option 10 to display the job log associated with the file.
6. Press F10 to display detailed messages. A message appears that describes the problem that occurred.
Additional information on this topic can be found in these sources:
Printing and device programming
Resolving problems with the Universal Connection wizard
If you have been unable to successfully run the Universal Connection wizard, answer the questions below and then re-run the wizard.
1. Is the Universal Connection wizard unavailable to you?
You must have installed both Client Access Express
and the optional Network component. You must also have *ALLOBJ and *IOSYSCFG authorities to run the wizard.
2. If you are using an internatl modem, does your Modem Country ID Network Attribute correspond to the location of your iSeries?
To verify that this attribute is correct:
a. On any command line, enter DSPNETA (Display Network Attribute command).
b. Press Enter.
c. If the value is correct, move to the next question.
d. If the value is incorrect, modify it by entering CHGNETA MDMCNTRYID(XX), where XX is the appropriate Country Identifier.
3. Is the QRETSVRSEC system value correct?
In order for the authentication information required to connect to IBM to be retained on your system, this system value must be set to 1 (Retain Data). To make this change:
a. On any command line, enter CHGSYSVAL SYSVAL(QRETSVRSEC) VALUE(’1’) b. Press Enter.
4. Is TCP started?
TCP must be started in order for the Universal Connection wizard to run successfully. In addition, TCP must be active whenever the Universal Connection is to be used. To start:
a. On any command line, enter STRTCP (Start TCP command).
b. Press Enter.
5. Is your Virtual Private Network (VPN) functioning correctly?
Refer to the VPN Troubleshooting documentation in the Information Center for assistance.
6. Does your modem selection exist or do you need to modify some of the default parameters?
To modify the modem list:
a. From Operations Navigator, select the system you want to work with.
b. Expand Network.
c. Click Remote Access Services.
d. Click on modems.
e. Add or modify modems as needed. Refer to your modem manual for the proper settings.
You can also modify the modem list this way:
a. On any command line, enter CFGTCPPTP.
b. Press Enter.
c. Select Option 11 (Work with modem information).
d. Select options to add or modify modems as needed. Refer to your modem manual for the proper settings.
7. Is your modem configured with a framing type of asynchronous?
If not, you may have to change dip-switch and other hardware settings. Refer to your modem manual for more information, or to Configuring your modem.
If you’re using an internal modem or an IBM 7852-400, no change is required.
8. Did problems occur when you attempted to test the connection?
Refer to Troubleshooting your PPP Connection.
9. Are you trying to use an existing SNA electronic customer support switched connection as a backup?
Ensure that the QESLINE line description specifies a valid resource name (DSPLIND QESLINE) and is connected to a synchronous capable modem. The same IBM 7852-400 modem can be used for both the Universal Connection and an SNA backup. It is also possible to use two separate modems.
AT&T customers:
If you are using AT&T for your electronic customer support connection, please be aware of the following information:
Every 30 days (or whenever you use the Universal Connection after that 30 day period), an updated AT&T telephone list is downloaded by your system. This ensures that the telephone numbers available for the Universal Connection remain current.
When this download occurs, a message is posted to the system operator’s message queue.
If the Universal Connection Profile being used contains a telephone number that is no longer in the current AT&T telephone list, a diagnostic message will be issued. The purpose of this message is to notify you to re-run the wizard to update the telephone numbers. When you re-run the wizard, updated telephone numbers will be available for you to choose from. To view the very latest telephone numbers, visit the AT&T website.
Contacting electronic customer support Wait! Before You Access the Internet...
The iSeries 400 Service Web site delivers fixes to your PC console, which acts as a gateway between IBM’s server and your system. Theáfix information flows through your PC console onto your system. The iSeries 400 Service Web site guides you through this process.
However, before you access this information on the Internet, you need to be aware of some security issues. Read this page before linking to the iSeries 400 Service web site.
1. End your console session to the iSeries.
Why?
Someone with malicious intent could gain access to your PC anytime you are connected to an external network and do significant damage to your system. If your PC is compromised, either by direct control or through a virus, your system could be accessed through the PC console connection. Ending your PC console session before connecting to the Internet reduces the possibility that yourásystem might be damaged.
2. Reduce the security risks to your system.
v Do not have any shared drives on your PC v Stop FTP and Telnet on your PC
v Run virus scan on your PC after ending your Internet activity (before starting the console session to your iSeries)
Note: Consider directly accessing the Internet with your PC console a short-term option only.
If you foresee continued Internet access or an Internet presence as part of your business goals, architect a complete Internet security strategy and educate yourself on Internet security risks, secure gateways, and Web serving.
3. Proceed to the fixes on the iSeries 400 Service Home page.
Viewing system configuration lists
Operations Navigator allows you to view your current system configuration and monitor performance. Use this information to schedule maintenance or plan upgrades. Management Central also allows you to view and export hardware and software inventories. Get more information on Management Central now.
Hardware
1. Select the system you want to work with.
2. Expand Configuration and Service.
3. Expand Hardware.
4. Expand All Hardware.
You can view all of the hardware resources, organized by name, status, and description. Use this information as a diagnostic tool if you suspect that a hardware resource is not operational.
Print a copy of your system’s configuration list periodically. This is a useful way to plan for changes to your system’s hardware configuration. To print this list:
1. Select All Hardware.
2. From the File menu, select Print.
Software
1. Select the system you want to work with.
2. Expand Configuration and Service.
3. Expand Software.
4. Expand All Software.
You can view all of the software on your system. You can look at the general properties of the software product you select, including the name of the product, a brief description, and other information.
Additional information on this topic can be found in these sources:
Management Central hardware inventory Management Central software inventory
Printing system configuration for logical partitions
Troubleshooting your system
You can often solve problems that occur on your system with methodical analysis. However, on other occasions, you will need the assistance of a service representative or technical support person. If you do call on external help, you need to have as much information to offer that person as
possible.áDetailsáaboutáyour system’s problemáare required for accurate diagnosis of the situation and rapid resolution.
Before you call
Before you call a support person, ask yourself these questions:
v Has there been an external power outage or momentary power loss?
v Has the hardware configuration changed?
v Hasásystem software been added?
v Have any new programs or program changes been recently installed?
To make sure that your licensed programs and products have been properly installed, use the Check Product Option (CHKPRDOPT) command.
v Have any system values changed?
v Has any system tuning been done?
Keep these questions in mind while you are diagnosing the problem.
If the system is logically partitioned, references in this document to the system, system console, displays, system commands, and system values are relative to the partition having a problem. References to the system control display refer to the Work with partition status display functions if the problem is in a secondary partition. References to the system control display refer to the actual system control display if the problem is in the primary partition.
How to use this flowchart
Work through these questions. As you answer each, follow the link to the next question that has relevance to your problem. For instance, if you are told to go to Step 10, for instance, click the link and continue answering questions.
Begin troubleshooting now
1. Can you power on your system?
Yes, go to Step 2.
No, go to Analyzing problems with a symptom.
Additional information on this topic can be found in these sources:
How the iSeries manages problems
Getting help with system operation problems
Troubleshooting your system: Step 2
1. Does the Function/Data display on the system control display start with Function 11-3, or is the System Attention light on? Use the up and down arrow buttons to cycle through the functions to determine if a 11-3 exists.
Yes, go to Step 19.
Yes, go to Step 19.