Troubleshooting 4Troubleshooting a problem 7Understanding where to find troubleshooting information 10Searching knowledge bases 11Using Support Assistant in Management Console 12To collect source and target information using Support Assistant 13Locating event messages 14To change the number of messages in the event log 15To remove event messages daily 16Locating log files 17Enabling detailed tracing for InfoSphere CDC for z/OS 18Enabling detailed InfoSphere CDC tracing for distributed systems 19To enable tracing using Management Console 20To enable tracing using the dmset command line utility 21To disable tracing using Management Console 23To disable tracing using the dmset command line utility 24Using trace options in Management Console 25To enable tracing for Management Console messages 26To enable tracing for Access Server messages 27To enable tracing for Access Server log information 28To disable tracing for Management Console messages 29To disable tracing for Access Server messages 30To disable tracing for Access Server log information 31Troubleshooting installation and configuration 32Encountering a previous instance of InfoSphere CDC in the instance list 33Encountering an ./oraclenativeapi.dll is not a valid win2k application message 34Encountering problems while using InfoSphere CDC for InfoSphere DataStage with DirectConnect 35Encountering a You must perform a FULL DATABASE BACKUP to start the FULL or BULK-LOGGED RECOVERY MODEL message when configuring InfoSphere CDC for DB2 for LUW 37Encountering a You must perform a FULL DATABASE BACKUP to start the FULL or BULK-LOGGED RECOVERY MODEL message when configuring InfoSphere CDC for Microsoft SQLServer 38Encountering a The RECOVERY MODEL for the database must be FULL or BULK-LOGGEDmessage when configuring InfoSphere CDC for Microsoft SQL Server 39Encountering a Microsoft SQL Server is not configured for distribution. You must configuredistribution in Microsoft SQL Server message when configuring InfoSphere CDC for Microsoft SQLServer 40Encountering a Cannot bulk load because the file"\\<server_name>\<directory_name>\<bcp_file_name>.bcp" could not be opened. Operatingsystem error code 5 (Access is denied.) message when configuring InfoSphere CDC for MicrosoftSQL Server 41Encountering a Failed to initialize SMO message when configuring InfoSphere CDC for MicrosoftSQL Server 42Configuration tool hangs during instance creation 43Encountering an Invalid internal file structure contents detected in file <file_name> message andInfoSphere CDC for Oracle databases shuts down 44

Encountering an com.datamirror.ts.commandlinetools.config.TsConfigError: IBM InfoSphereChange Data Capture communication failure error during configuration 45Troubleshooting Access Server and Management Console 46Encountering a Your account has been locked because the number of consecutive log-in failuresexceeded the maximum allowed message when logging into Management Console 47Encountering a Could not connect to Access Server using the <server name> and <port number>.Access Server may be down or the host name and/or port number may be incorrect messagewhen logging into Management Console or connecting to Access Server 49Encountering an Access Server could not connect to the database. Do you want to retry with anew name or password? or Management Console could not establish a connection to thedatastore. An error has occurred while communicating with agent: java.net.ConnectException:Connection refused: connect message when connecting to a datastore in Management Console51Encountering an An error occurred during communication initialization message after changing thehost name or port for a source datastore and attempting to replicate to the target 53Changing the host name or port for a target datastore shows duplicate subscriptions inManagement Console 54Troubleshooting data replication 55Encountering a The single scrape staging store is corrupted. To resolve this issue, you must clearthe staging store using the dmclearstagingstore command line utility message after runningdmclearstagingstore 56Encountering a IBM InfoSphere Change Data Capture has encountered a critical data definition(DDL) change for source table <table name> and will shutdown message 57Encountering errors after applying DDL changes to in-scope tables for InfoSphere CDC for z/OS58Encountering a The oldest open commit group in the staging space for subscription name openedat time has exceeded the open commit group warning age of maximum minutes by exceedsminutes message for long running Units of Recovery (URs) on InfoSphere CDC for z/OS 61Encountering a CHC9219E DB2 IFI has returned non-zero status in a Log Record at position,QW0306RC = return, QW0306RS = reason, QW0306DG = code decompression error onInfoSphere CDC for z/OS 63Replicating tables without a primary key (event ID 9604) on InfoSphere CDC for Microsoft SQLServer 64Troubleshooting mirroring replication 65Mirroring stops when InfoSphere CDC encounters an apply error 66To set conflict detection and resolution for source row wins 67To map source and target tables for Adaptive Apply 68To ignore database errors when applying data changes to the target for all subscriptions usingInfoSphere CDC for z/OS 70To ignore database errors when applying data changes to the target for all subscriptions 71Encountering a 911 SQL error message when configuring a table for mirror replication onInfoSphere CDC for z/OS 72Replication of tables containing LOB columns is slow 73Encountering an An error occurred while turning on supplemental logging for <table_name>.Unable to get exclusive lock on table <table_name> message when configuring a table for mirrorreplication on InfoSphere CDC for Oracle databases 74Troubleshooting refresh replication 76

Refreshing fails with a referential integrity constraint violation reported in the event log 77Refreshing data to the target on InfoSphere CDC and encountering database errors 78Encountering a A SQL exception has occurred. The SQL error code is '0'. The SQL state is:HY000. The error message is: [CDC][Oracle JDBC Driver]Object has been closed message onInfoSphere CDC for Oracle databases 79Troubleshooting latency 80Experiencing increased latency and no data is replicating to the target database 81Experiencing increased latency and no data is replicating to the target database on InfoSphereCDC for z/OS 82Troubleshooting data replication maintenance 84Running dmshowlogdependency on InfoSphere CDC for Oracle databases references a dated logfile 85Encountering a CHC9214E DB2 Trace could not be started. All OPx trace buffers are in use orCHC9217E DB2 CAF Message: [<DB2 CAF error>] message in the event log on InfoSphere CDCfor z/OS 87Troubleshooting network and connectivity issues 88Encountering communication interruptions 89Getting fixes from Fix Central 91Subscribing to Support updates 92Understanding types of Support updates 93To subscribe to InfoSphere CDC RSS feeds 94To subscribe to My Notifications 95Contacting IBM Support 96Determining your version of InfoSphere CDC 97To determine your version of InfoSphere CDC 98Collecting InfoSphere CDC information for IBM Support 99To collect InfoSphere CDC information 100Collecting performance statistics on a subscription for IBM Support 101To collect performance statistics on a subscription 102Exchanging information with IBM Support 103To send information to IBM Support 104To receive files from IBM Support 105Reporting a problem to IBM Support 106To contact IBM Support 107Troubleshooting 108Using the IBM Support Assistant (ISA DC) 109To use ISA DC to collect data for a product problem (command line) 110To use ISA DC to collect data for a product problem (GUI) 113To use ISA DC to collect data for a question or an enhancement request (command line) 115To use ISA DC to collect data for a question or an enhancement request (GUI) 117Contacting IBM Support 119

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Troubleshooting a problem The first step in good problem analysis is to describe the problem completely.Without a problem description, you will not know where to start investigating thecause of the problem. This step includes asking yourself such basic questions as:

What are the symptoms?Where is the problem happening?When does the problem happen?Under which conditions does the problem happen? Is the problem reproducible? Is this the first time the problem has happened? Was the system runningacceptably before the problem occurred, and what were the last things thatchanged on the system before the problem occurred?Is this a recurring problem?

Answering these and other questions will lead to a good description to mostproblems, and is the best way to start down the path of problem resolution. What are the symptoms? When starting to describe a problem, the most obvious question is "What is theproblem?" This might seem like a straightforward question; however, it can bebroken down into several other questions to create a more descriptive picture of theproblem. These questions can include:

Who or what is reporting the problem? What are the error codes and error messages? How does it fail? For example, loop, hang, stop, performance degradation, orincorrect result?What is the affect on business?

Where is the problem happening? Determining where the problem originates is not always easy, but is one of the mostimportant steps in resolving a problem. Many layers of technology can exist betweenthe reporting and failing components. Networks, disks, and drivers are only a fewcomponents to be considered when you are investigating problems.

Is the problem specific to your database, operating system, or hardware platform?Is the problem on the source, target, or both environments?Can the problem be narrowed down to a specific area (such as a communicationssocket issue, a source data issue, and so on)?Is the current environment and configuration supported?Is the application running locally on the database server or on a remote server?Is there a gateway involved?Is the database stored on individual disks, or on a RAID disk array?

These types of questions will help you isolate the problem layer, and are necessaryto determine the problem source. Remember that just because one layer is reportinga problem, it does not always mean the root cause exists there. Part of identifying where a problem is occurring is understanding the environment inwhich it exists. You should always take some time to completely describe theproblem environment, including the operating system, its version, all correspondingsoftware and versions, and hardware information. Confirm you are running within anenvironment that is a supported configuration, as many problems can be explainedby discovering software levels that are not meant to run together, or have not been

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fully tested together. When does the problem happen? Developing a detailed time line of events leading up to a failure is another necessarystep in problem analysis, especially for those cases that are one-time occurrences.You can most easily do this by working backwards: start at the time an error wasreported (as exact as possible, even down to milliseconds), and work backwardsthrough available logs and information. Usually you only have to look as far as thefirst suspicious event that you find in any diagnostic log, however, this is not alwayseasy to do and will only come with practice. Knowing when to stop is especiallydifficult when there are multiple layers of technology each with its own diagnosticinformation.

Does the problem only happen at a certain time of day or night?How often does it happen?What sequence of events leads up to the time the problem is reported?Does the problem happen after an environment change such as upgrading existingor installing new software or hardware?

Responding to questions like this will help you create a detailed time line of events,and will provide you with a frame of reference in which to investigate. Under which conditions does the problem happen? Knowing what else is running at the time of a problem is important for any completeproblem description. For example, if a problem occurs in a certain environment orunder certain conditions, the environment or conditions can be help determine thecause of the problem.

Does the problem always occur when performing the same task? Does a certain sequence of events need to occur for the problem to surface? Do other applications fail at the same time?Is there a third party application consuming resources that may be using upresources and affecting InfoSphere® CDC?

Answering these types of questions will help you explain the environment in whichthe problem occurs, and correlate any dependencies. Remember that just becausemultiple problems might have occurred around the same time, it does notnecessarily mean that they are always related. Is the problem reproducible? From a problem description and investigation standpoint, the "ideal" problem is onethat is reproducible. With reproducible problems you almost always have a larger setof tools or procedures available to use to help your investigation. Consequently,reproducible problems are usually easier to debug and solve. However, reproducibleproblems can have a disadvantage: if the problem is of significant business impact,you don't want it recurring. If possible, recreating the problem in a test ordevelopment environment is often preferable in this case.

Can the problem be recreated on a test machine?If the problem can be recreated, can further tracing be enabled to help determinethe problem?Are multiple users or applications encountering the same type of problem?Can the problem be recreated by running a single command, a set of commands,or a particular application, or a standalone application?

Recreating a single incident problem in a test or development environment is oftenpreferable, as there is usually much more flexibility and control when investigating.

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Troubleshooting a problem The first step in good problem analysis is to describe the problem completely.Without a problem description, you will not know where to start investigating thecause of the problem. This step includes asking yourself such basic questions as:

What are the symptoms?Where is the problem happening?When does the problem happen?Under which conditions does the problem happen? Is the problem reproducible? Is this the first time the problem has happened? Was the system runningacceptably before the problem occurred, and what were the last things thatchanged on the system before the problem occurred?Is this a recurring problem?

Answering these and other questions will lead to a good description to mostproblems, and is the best way to start down the path of problem resolution. What are the symptoms? When starting to describe a problem, the most obvious question is "What is theproblem?" This might seem like a straightforward question; however, it can bebroken down into several other questions to create a more descriptive picture of theproblem. These questions can include:

Who or what is reporting the problem? What are the error codes and error messages? How does it fail? For example, loop, hang, stop, performance degradation, orincorrect result?What is the affect on business?

Where is the problem happening? Determining where the problem originates is not always easy, but is one of the mostimportant steps in resolving a problem. Many layers of technology can exist betweenthe reporting and failing components. Networks, disks, and drivers are only a fewcomponents to be considered when you are investigating problems.

Is the problem specific to your database, operating system, or hardware platform?Is the problem on the source, target, or both environments?Can the problem be narrowed down to a specific area (such as a communicationssocket issue, a source data issue, and so on)?Is the current environment and configuration supported?Is the application running locally on the database server or on a remote server?Is there a gateway involved?Is the database stored on individual disks, or on a RAID disk array?

These types of questions will help you isolate the problem layer, and are necessaryto determine the problem source. Remember that just because one layer is reportinga problem, it does not always mean the root cause exists there. Part of identifying where a problem is occurring is understanding the environment inwhich it exists. You should always take some time to completely describe theproblem environment, including the operating system, its version, all correspondingsoftware and versions, and hardware information. Confirm you are running within anenvironment that is a supported configuration, as many problems can be explainedby discovering software levels that are not meant to run together, or have not been

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fully tested together. When does the problem happen? Developing a detailed time line of events leading up to a failure is another necessarystep in problem analysis, especially for those cases that are one-time occurrences.You can most easily do this by working backwards: start at the time an error wasreported (as exact as possible, even down to milliseconds), and work backwardsthrough available logs and information. Usually you only have to look as far as thefirst suspicious event that you find in any diagnostic log, however, this is not alwayseasy to do and will only come with practice. Knowing when to stop is especiallydifficult when there are multiple layers of technology each with its own diagnosticinformation.

Does the problem only happen at a certain time of day or night?How often does it happen?What sequence of events leads up to the time the problem is reported?Does the problem happen after an environment change such as upgrading existingor installing new software or hardware?

Responding to questions like this will help you create a detailed time line of events,and will provide you with a frame of reference in which to investigate. Under which conditions does the problem happen? Knowing what else is running at the time of a problem is important for any completeproblem description. For example, if a problem occurs in a certain environment orunder certain conditions, the environment or conditions can be help determine thecause of the problem.

Does the problem always occur when performing the same task? Does a certain sequence of events need to occur for the problem to surface? Do other applications fail at the same time?Is there a third party application consuming resources that may be using upresources and affecting InfoSphere® CDC?

Answering these types of questions will help you explain the environment in whichthe problem occurs, and correlate any dependencies. Remember that just becausemultiple problems might have occurred around the same time, it does notnecessarily mean that they are always related. Is the problem reproducible? From a problem description and investigation standpoint, the "ideal" problem is onethat is reproducible. With reproducible problems you almost always have a larger setof tools or procedures available to use to help your investigation. Consequently,reproducible problems are usually easier to debug and solve. However, reproducibleproblems can have a disadvantage: if the problem is of significant business impact,you don't want it recurring. If possible, recreating the problem in a test ordevelopment environment is often preferable in this case.

Can the problem be recreated on a test machine?If the problem can be recreated, can further tracing be enabled to help determinethe problem?Are multiple users or applications encountering the same type of problem?Can the problem be recreated by running a single command, a set of commands,or a particular application, or a standalone application?

Recreating a single incident problem in a test or development environment is oftenpreferable, as there is usually much more flexibility and control when investigating.

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Understanding where to find troubleshootinginformation InfoSphere® CDC offers different types of troubleshooting information, includingdiagnostic tools, messages, and log files. Use one or more of these methods to helpgather helpful information for IBM® Support when assisting you with your problem. In this section, you will learn:

Searching knowledge bases You can often find solutions to problems by searching IBM knowledge bases. Youcan optimize your results by using available resources, support tools, and searchmethods. You can find useful information by searching the Knowledge Center forInfoSphere CDC, but sometimes you need to look beyond the Knowledge Centerto answer your questions or resolve problems.Using Support Assistant in Management Console Support Assistant lets you collect messages that are communicated betweenManagement Console, Access Server, and datastores. Use Support Assistant tocollect diagnostic data such as configuration, log, and runtime information for yoursupport issue.Locating event messages InfoSphere CDC event messages help you monitor subscriptions. Use them tounderstand the progress of your subscriptions and troubleshoot problems. Use theevent log within Management Console to view messages generated duringreplication. Locating log files In addition to the Management Console event log, InfoSphere CDC producesother logs to help troubleshoot installation and replication errors.Enabling detailed tracing for InfoSphere CDC for z/OS Tracing of InfoSphere CDC for z/OS® tasks should only be performed once IBMSupport has reviewed the SPOOLed output and can provide advice on the tracepoints to enable if it is necessary to further the investigation.Enabling detailed InfoSphere CDC tracing for distributed systems When troubleshooting InfoSphere CDC and there are no clear error messages inthe Management Console event log, or product logs for failures, the next bestdiagnostic tool is product tracing.Using trace options in Management Console Use the Management Console trace options to enable tracing of messagesbetween Access Server, Management Console, and datastores. The messagecollection includes configuration information for the products, any log files, or anyerror reports. Use the trace options within Management Console when you haveencountered a problem with Management Console and you want to send the issueto IBM Support.

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Searching knowledge bases You can often find solutions to problems by searching IBM knowledge bases. Youcan optimize your results by using available resources, support tools, and searchmethods. You can find useful information by searching the Knowledge Center forInfoSphere® CDC, but sometimes you need to look beyond the Knowledge Centerto answer your questions or resolve problems. Use any of the following knowledge bases as resources for troubleshooting:

Locate product support information from the IBM® Support Portal. This portal is aunified, centralized view of all technical support tools and information for all IBMsystems, software, and services. The IBM Support Portal lets you access the IBMelectronic support portfolio from one place. You can tailor the pages to focus onthe information and resources that you need for problem prevention and fasterproblem resolution. Familiarize yourself with the IBM Support Portal by viewing thedemo videos(https://www.ibm.com/blogs/SPNA/entry/the_ibm_support_portal_videos) aboutthis tool. These videos introduce you to the IBM Support Portal, exploretroubleshooting and other resources, and demonstrate how you can tailor the pageby moving, adding, and deleting portlets. Understand InfoSphere CDC features, system requirements, and supportedenvironments from the InfoSphere CDC product Web site.Refer to troubleshooting information from the InfoSphere CDC troubleshooting site.Search for content by using the IBM masthead search. You can use the IBMmasthead search by typing your search string into the Search field at the top of anyibm.com® page. Search for content by using any external search engine, such as Google, Yahoo,or Bing. If you use an external search engine, your results are more likely toinclude information that is outside the ibm.com domain. However, sometimes youcan find useful problem-solving information about IBM products in newsgroups,forums, and blogs that are not on ibm.com.Tip: Include IBM and the name of theproduct in your search if you are looking for information about an IBM product.

Parent topic:Understanding where to find troubleshooting information

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Using Support Assistant in Management Console Support Assistant lets you collect messages that are communicated betweenManagement Console, Access Server, and datastores. Use Support Assistant tocollect diagnostic data such as configuration, log, and runtime information for yoursupport issue. Within Management Console, select Help > Service Information > Support Assistant. See also:

To collect source and target information using Support Assistant Parent topic:Understanding where to find troubleshooting information

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To collect source and target information usingSupport Assistant Procedure

Start Management Console and log into Access Server.Ensure you are connected to the datastores for which you want to collectinformation.Click Help > Service Information > Support Assistant.Select the Enable Collection check box for the datastore for which you want tocollect information.Click Options and click Detailed to collect detailed information for the selecteddatastore.Click OK.Select the location where you want Support Assistant to store the output file forthe generated information.Allow Support Assistant to clean up diagnostic files after collection by selectingClean-up diagnostic files after collection.Click Collect Now to start collecting the messages.

Parent topic:Using Support Assistant in Management Console Related concepts

Exchanging information with IBM Support

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Locating event messages InfoSphere® CDC event messages help you monitor subscriptions. Use them tounderstand the progress of your subscriptions and troubleshoot problems. Use theevent log within Management Console to view messages generated duringreplication. For InfoSphere CDC for z/OS®, the event log data is stored in the ProductAdministration Log VSAM cluster. Events are cleaned up when an address space isstarted. To set more frequent cleanup, modify the PALCLEANUPTIME parameter inthe CHCCFGxx member to set cleanup to occur every day at a specific time. Inaddition, specify which events are removed during cleanup, by modifying thePALRETPD parameter. If the PALRETPD parameter is not set, by default, eventsolder than two weeks are removed. For all other InfoSphere CDC replication engines, the event log has a set defaultvalue of 10000 messages. If InfoSphere CDC generates more events than that, itdiscards the earliest events so that they are not visible from the event log. You canincrease the maximum number of events that InfoSphere CDC will store in the eventlog by modifying the events_max_retain system parameter to your preferred level. See also:

To change the number of messages in the event log To remove event messages daily

Parent topic:Understanding where to find troubleshooting information

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To change the number of messages in the event log Procedure

Ensure that you are using InfoSphere® CDC with an replication engine that is notfor z/OS®.Start Management Console and log into Access Server.Click Configuration > Subscriptions.Right-click the datastore that generates these events. This could be the source ortarget database. Click Properties. Click Add on the System Parameters tab. Type events_max_retain as the name of the parameter in the ParameterName box. Type the number of messages you want the event log to show in the Value box.The default is 10000 messages, and the maximum is 2147483647.

Parent topic:Locating event messages

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To remove event messages daily Procedure

Ensure that you are using InfoSphere® CDC for z/OS®.Set the PALCLEANUPTIME parameter in the CHCCFGxx member to the timethat clean up should occur each day.Set the PALRETPD parameter in the CHCCFGxx member to the number of daysthat you want to retain messages.

Parent topic:Locating event messages

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Locating log files In addition to the Management Console event log, InfoSphere® CDC producesother logs to help troubleshoot installation and replication errors. Review the log files in the <CDC_installation directory>\Uninstall\Logs directoryif you encounter any errors during the installation of InfoSphere CDC, ManagementConsole, or Access Server. For InfoSphere CDC for z/OS®, if you encounter replication errors or replicationstops, review the SPOOLed output for the address space:

CHCPRINT—Contains all messages issued by the product during replication. Thisshould be viewed for all error and warning messages.CHCAUDIT—Contains information on maintenance applied and parameters usedfor the running address space, and information on configuration changes toreplication.CHCREPRT—Contains output from reports. Some errors cause diagnostic reportsto be generated. The staging space report can be run against an activesubscription to report on the Units of Recovery in progress.

For all other InfoSphere CDC replication engines, if you encounter replication errorsor replication stops, review any of these trace logs:

<CDC_installation_directory>/log—This directory contains information for anInfoSphere CDC problem. Refer to this directory if the problem is related toconfiguring an InfoSphere CDC instance. However, it is always useful to refer thisdirectory as well as the <CDC_installation_directory>/instance/<instance_name>/log directory to troubleshoot any problem.<CDC_installation_directory>/instance/<instance_name>/log—This directorystores trace files for a specific InfoSphere CDC instance. It is also useful to refer tothe <CDC_installation_directory>/instance/<instance_name>/log directory totroubleshoot your problem. When tracing has been enabled, the trace files will beenabled under <CDC_installation_directory>/instance/<instance_name>/log/on.<CDC_installation_directory>/instance/<instance_name>/tmp—This directorytemporarily stores data such as incomplete large transactions and large LOB datavalues.<CDC_installation_directory>/instance/<instance_name>/stagingstore—Thisdirectory stores sincle scrape staging store data that does not fit in memory. Whenan InfoSphere CDC instance is stopped normally, the contents of this staging storeare written to files that are stored in this directory.

Parent topic:Understanding where to find troubleshooting information

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Enabling detailed tracing for InfoSphere CDC forz/OS Tracing of InfoSphere® CDC for z/OS® tasks should only be performed once IBM®Support has reviewed the SPOOLed output and can provide advice on the tracepoints to enable if it is necessary to further the investigation. Tracing is initiated through a modify command issued to a specific task. Yoursupport representative will provide the specific command required to gather theneeded information. By default, the trace is directed to GTF and requires that GTF isrunning and configured to accept InfoSphere CDC trace records. The trace may beredirected to SYSOUT with the TRACEDEST command. Here are examples usingthe TRACEDEST command for this purpose: MODIFY <address_space>,TRACEDEST=SYSOUTF <address_space>,TRACEDEST=SYSOUT Parent topic:Understanding where to find troubleshooting information

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Enabling detailed InfoSphere CDC tracing fordistributed systems When troubleshooting InfoSphere® CDC and there are no clear error messages inthe Management Console event log, or product logs for failures, the next bestdiagnostic tool is product tracing. A minimal level of tracing is always enabled. This contains additional informationbeyond what is stored in the event logs. Before enabling additional tracing, considerwhether the minimal level is sufficient for your environment. You can turn on additional tracing by modifying InfoSphere CDC systemparameters:

global_trace_hours—Set this system parameter to specify the number of hours forwhich tracing is to be enabled. You can either set this parameter to a numericvalue to represent the number of hours tracing will be enabled, or you can set it tominutes using the format hhh:mm. Once the time is set, it will be decremented by 1every minute. So once set, the value of this system parameter will be constantlychanging if viewed in Management Console.global_trace_files_total_mb—Set this system parameter to 200. This indicates thetotal size of all trace files in MBs.global_trace_files_each_mb—Set this system parameter to 20. This indicates thesize of an individual trace file in MBs. This value should be kept at a manageablelevel for file transferring and manipulation, especially when you use a text editor toopen the file.

You can enable system parameters using Management Console or the dmsetcommand line utility available in the /bin directory of your InfoSphere CDCinstallation. There is no need to restart the instance after turning on tracing. Sincetracing significantly degrades performance, it should only be used when necessarywhile troubleshooting the problem. Trace files are located in the following directories:

<CDC_installation_directory>/log—Contains trace files that can be relevant to allinstances.<CDC_installation_directory>/instance/<instance_name>/log—Contains traceinformation for a specific instance.

See also:

To enable tracing using Management Console To enable tracing using the dmset command line utility To disable tracing using Management Console To disable tracing using the dmset command line utility

Parent topic:Understanding where to find troubleshooting information

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Start Management Console and log into Access Server.Click Configuration > Datastores.Right-click on a datastore and select Properties.On the System Parameters tab, click Add.Type global_trace_hours in the Parameter Name box.Type a number in the Value box to set the amount of time that tracing will beenabled.You can either set this parameter to a numeric value to represent thenumber of hours tracing will be enabled, or you can set it to minutes using theformat hhh:mm. The following list provides some sample values:2 would enable tracing immediately; tracing would continue for two hours013:30 would enable tracing immediately; tracing would continue for thirteenhours and thirty minutes000:90 would enable tracing immediately; tracing would continue for ninetyminutes

Once the time is set, it will be decremented by minutes. So once set, the valueof this system parameter will be constantly changing if viewed in ManagementConsole. Once the value is zero, tracing will be disabled. Type global_trace_files_total_mb in the Parameter Name box.Type 200 in the Value box.Type global_trace_files_each_mb in the Parameter Name box.Type 20 in the Value box.

Parent topic:Enabling detailed InfoSphere CDC tracing for distributed systems

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To enable tracing using the dmset command lineutility Procedure

Navigate to the bin directory under your InfoSphere® CDC installation directory.To view the available parameters and a description for each, type dmset -?. Depending on whether or not you have set the environment variable forTSINSTANCE, you can run the dmset command with or without the -I option. Forexample, if you have set the environment variable TSINSTANCE to match thename of your InfoSphere CDC instance, then you can run the command without<instance_name> parameter as follows: dmset "global_trace_hours=013:30" For example, if you have not set the environment variable and the name of yourInfoSphere CDC instance is MYINSTANCE, then you would specify: dmset -I MYINSTANCE "global_trace_hours=013:30" If the command runs successfully, it returns a value of 0. Otherwise, if thecommand fails, it returns a non-zero value. Run the command with the global_trace_hours parameter:You can either set thisparameter to a numeric value to represent the number of hours tracing will beenabled, or you can set it to minutes using the format hhh:mm. The following listprovides some sample values:2 would enable tracing immediately; tracing would continue for two hours013:30 would enable tracing immediately; tracing would continue for thirteenhours and thirty minutes000:60 would enable tracing immediately; tracing would continue for sixtyminutes

Once the time is set, it will be decremented by 1 every minute. So once set, thevalue of this system parameter will be constantly changing if viewed inManagement Console.

If you have set the environment variable TSINSTANCE to match the name ofyour InfoSphere CDC instance, run: dmset"global_trace_hours=000:60" .If you have not set the environment variable and the name of your InfoSphereCDC instance is MYINSTANCE, then run: dmset -I MYINSTANCE"global_trace_hours=000:60"

If the command runs successfully, it returns a value of 0. Otherwise, if thecommand fails, it returns a non-zero value. Run the command with the global_trace_files_total_mb parameter:

If you have set the environment variable TSINSTANCE to match the name ofyour InfoSphere CDC instance, run: dmset"global_trace_files_total_mb=200" .

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If you have not set the environment variable and the name of your InfoSphereCDC instance is MYINSTANCE, then run: dmset -I MYINSTANCEglobal_trace_files_total_mb=200

If the command runs successfully, it returns a value of 0. Otherwise, if thecommand fails, it returns a non-zero value. Run the command with the global_trace_files_each_mb parameter:

If you have set the environment variable TSINSTANCE to match the name ofyour InfoSphere CDC instance, run: dmset"global_trace_files_each_mb=20" .If you have not set the environment variable and the name of your InfoSphereCDC instance is MYINSTANCE, then run: dmset -I MYINSTANCEglobal_trace_files_each_mb=20

If the command runs successfully, it returns a value of 0. Otherwise, if thecommand fails, it returns a non-zero value.

Parent topic:Enabling detailed InfoSphere CDC tracing for distributed systems

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To disable tracing using Management Console Procedure

Start Management Console and log into Access Server.Click Configuration > Datastores.Right-click on a datastore and select Properties.Select global_trace_hours and set its value to zero.Alternatively, you canselect global_trace_hours and click Delete Verify that tracing has been disabled by looking for Trace is off in the trace.

Parent topic:Enabling detailed InfoSphere CDC tracing for distributed systems

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To disable tracing using the dmset command lineutility Procedure

Navigate to the bin directory under your InfoSphere® CDC installation directory.Run the following command:dmset -I <instance_name>global_trace_hours= If the command runs successfully, it returns a value of 0. Otherwise, if thecommand fails, it returns a non-zero value.

Parent topic:Enabling detailed InfoSphere CDC tracing for distributed systems

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Using trace options in Management Console Use the Management Console trace options to enable tracing of messages betweenAccess Server, Management Console, and datastores. The message collectionincludes configuration information for the products, any log files, or any error reports.Use the trace options within Management Console when you have encountered aproblem with Management Console and you want to send the issue to IBM®Support. Within Management Console, select Help > Service Information > Trace Options >Enable the collection of tracing information and complete the followingtroubleshooting tasks:

Capture Access Server messages—Diagnoses configuration and monitoringproblems between Management Console, Access Server, and datastores.Capture Management Console messages—Diagnoses problems between a singleManagement Console and Access Server or datastores.Capture Access Server logging information—Diagnoses Access Server-specificproblems. This option should only be used when instructed by IBM Support.

Management Console tracing is enabled until you close or restart ManagementConsole. Likewise, Access Server tracing is enabled until you end or restart AccessServer. See also:

To enable tracing for Management Console messages To enable tracing for Access Server messages To enable tracing for Access Server log information To disable tracing for Management Console messages To disable tracing for Access Server messages To disable tracing for Access Server log information

Parent topic:Understanding where to find troubleshooting information

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1.2.3.4.

To enable tracing for Management Consolemessages Procedure

Start Management Console and log into Access Server.Click Help > Service Information > Trace Options.Select Enable the collection of tracing information.Select Capture Management Console messages.

Parent topic:Using trace options in Management Console

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To enable tracing for Access Server messages Procedure

Start Management Console and log into Access Server.Click Help > Service Information > Trace Options.Select Enable the collection of tracing information.Select Capture Access Server messages.

Parent topic:Using trace options in Management Console

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To enable tracing for Access Server log information Procedure

Start Management Console and log into Access Server.Click Help > Service Information > Trace Options.Select Enable the collection of tracing information.Select Capture Access Server log information.

Parent topic:Using trace options in Management Console

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To disable tracing for Management Consolemessages Procedure

Start Management Console and log into Access Server.Click Help > Service Information > Trace Options.Clear Enable the collection of tracing information.

Parent topic:Using trace options in Management Console

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To disable tracing for Access Server messages Procedure

Start Management Console and log into Access Server.Click Help > Service Information > Trace Options.Clear Enable the collection of tracing information.

Parent topic:Using trace options in Management Console

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To disable tracing for Access Server loginformation Procedure

Start Management Console and log into Access Server.Click Help > Service Information > Trace Options.Clear Enable the collection of tracing information.

Parent topic:Using trace options in Management Console

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Troubleshooting installation and configuration Follow the steps in the Management Console and Access Server installation guideto install and configure Management Console and Access Server. Follow the stepsin the InfoSphere® CDC end-user documentation to install and configure aninstance of InfoSphere CDC. If you encounter problems with these tasks, troubleshoot them. Review the log files in the <CDC_installation directory>\Uninstall\Logs directoryif you encounter any errors during the installation of InfoSphere CDC, ManagementConsole, or Access Server. In this section, you will learn:

Encountering a previous instance of InfoSphere CDC in the instance list Encountering an ./oraclenativeapi.dll is not a valid win2k applicationmessage Encountering problems while using InfoSphere CDC for InfoSphereDataStage with Direct Connect Encountering a You must perform a FULL DATABASE BACKUP to start theFULL or BULK-LOGGED RECOVERY MODEL message when configuringInfoSphere CDC for DB2 for LUW Encountering a You must perform a FULL DATABASE BACKUP to start theFULL or BULK-LOGGED RECOVERY MODEL message when configuringInfoSphere CDC for Microsoft SQL Server Encountering a The RECOVERY MODEL for the database must be FULL orBULK-LOGGED message when configuring InfoSphere CDC for MicrosoftSQL Server Encountering a Microsoft SQL Server is not configured for distribution. Youmust configure distribution in Microsoft SQL Server message whenconfiguring InfoSphere CDC for Microsoft SQL Server Encountering a Cannot bulk load because the file"\\<server_name>\<directory_name>\<bcp_file_name>.bcp" could not beopened. Operating system error code 5 (Access is denied.) message whenconfiguring InfoSphere CDC for Microsoft SQL Server Encountering a Failed to initialize SMO message when configuringInfoSphere CDC for Microsoft SQL Server Configuration tool hangs during instance creation Encountering an Invalid internal file structure contents detected in file<file_name> message and InfoSphere CDC for Oracle databases shuts down Encountering an com.datamirror.ts.commandlinetools.config.TsConfigError:IBM InfoSphere Change Data Capture communication failure error duringconfiguration

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Encountering a previous instance of InfoSphereCDC in the instance list Environment Any InfoSphere® CDC replication engine on a Windows environment. Symptoms You uninstall InfoSphere CDC, and the previous instance remains in the instancelist. You cannot remove this instance from the instance list in the configuration utility.You encounter the following error: Cannot save changes: There is a problem withthe TS service: Error: Access is denied. Causes If the Windows user account control feature is enabled, then you cannot write to theservices file that retains previous installed services (such as InfoSphere CDCinstances). Resolution Disable user account control or request your system administrator to disable thisfeature for you. Refer to your Windows documentation for more details. Parent topic:Troubleshooting installation and configuration

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Encountering an ./oraclenativeapi.dll is not a validwin2k application message Environment Any InfoSphere® CDC replication engine on a Windows environment. Symptoms You tried to create an instance of InfoSphere CDC and you encounter the followingerror or one that is similar except for the name of the DLL: ./oraclenativeapi.dll is nota valid win2k application Causes You may be trying to create a 64-bit instance of InfoSphere CDC with a 32-bit ofyour database. Resolution When configuring a InfoSphere CDC instance, choose the bit length for InfoSphereCDC that matches the bit length of the database client libraries that you haveinstalled. Parent topic:Troubleshooting installation and configuration

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Encountering problems while using InfoSphereCDC for InfoSphere DataStage with Direct Connect Environment InfoSphere® CDC for InfoSphere DataStage®. Symptoms While mapping tables using the Direct Connect method, InfoSphere CDC forInfoSphere DataStage fails after mirroring has been initiated. Causes To use the Direct Connect method for table mapping, you must successfullyintegrate InfoSphere CDC and InfoSphere DataStage, and apply the necessaryfixes. Resolution Download and install the following fixes from Fix Central(http://www.ibm.com/support/fixcentral):

InfoSphere CDC for InfoSphere DataStage 6.5 interim fix 2 or higherEither of these InfoSphere DataStage fixes:

InfoSphere DataStage 8.5 patch JR37451 and InfoSphere DataStage 8.5 patchJR38113InfoSphere DataStage 8.5 fix pack 1

To download InfoSphere CDC for InfoSphere DataStage 6.5 interim fix 2 or higher:Go to http://www.ibm.com/support/fixcentral.Select Information Management from the Product Group list.Select IBM InfoSphere Change Data Capture from the Product list.Select 6.5.0 from the Installed Version list.Select your operating system from the Platform list.Click Continue.Select Browse for fixes. Click Continue.Select interim fix 2 or above, and proceed to download.

To download InfoSphere DataStage 8.5 patch JR37451:

Go to http://www.ibm.com/support/fixcentral.Enter JR37451 in the Search field.Click Search.Select JR37451 from the search results.

To download InfoSphere DataStage 8.5 patch JR38113:

Go to http://www.ibm.com/support/fixcentral.Enter JR38113 in the Search field.Click Search.Select JR38113 from the search results.

To download InfoSphere DataStage 8.5 fix pack 1:

Go to http://www.ibm.com/support/fixcentral.Select Information Management from the Product Group list.Select IBM InfoSphere DataStage from the Product list.Select All from the Installed Version list.Select your operating system from the Platform list.Click Continue.Select Browse for fixes.

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Click Continue.Select fix pack 1, and proceed to download.

Parent topic:Troubleshooting installation and configuration

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Encountering a You must perform a FULLDATABASE BACKUP to start the FULL or BULK-LOGGED RECOVERY MODEL message whenconfiguring InfoSphere CDC for DB2 for LUW Environment InfoSphere® CDC for DB2® for LUW. Symptoms When configuring an instance of InfoSphere CDC using the InfoSphere CDCconfiguration tool, you receive the following error:You must perform a FULLDATABASE BACKUP to start the FULL or BULK-LOGGED RECOVERY MODEL Causes You have not performed a full database backup. You must perform a full backup ofyour database to start using the full or bulk-logged recovery model. A full databasebackup activates the new recovery model. Until you perform a full database backup,your database will continue logging with the simple recovery model. Resolution Back up your database. For example, the following SQL statement will perform a fullbackup of the abc database:BACKUP DATABASE abc TO DISK = 'c:\mssql\backup\abc.bak' For more information on how to perform this task, contact your databaseadministrator or refer to your database documentation. Parent topic:Troubleshooting installation and configuration

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Encountering a You must perform a FULLDATABASE BACKUP to start the FULL or BULK-LOGGED RECOVERY MODEL message whenconfiguring InfoSphere CDC for Microsoft SQLServer Environment InfoSphere® CDC for Microsoft SQL Server. Symptoms When configuring an instance of InfoSphere CDC using the InfoSphere CDCconfiguration tool, you receive the following error:You must perform a FULLDATABASE BACKUP to start the FULL or BULK-LOGGED RECOVERY MODEL Causes There are two possible causes to this problem:

You have not performed a full database backup. You must perform a full backup ofyour database to start using the full or bulk-logged recovery model. A full databasebackup activates the new recovery model. Until you perform a full databasebackup, your database will continue logging with the simple recovery model.In Microsoft SQL Server, your transaction log may have been backed up at somepoint with the truncate only options (BACKUP LOG WITH NO_LOG or BACKUPLOG WITH TRUNCATE_ONLY). As a result, your Microsoft SQL Server databasereverts to logging using the simple recovery model, despite showing that it is usingthe full or bulk-logged recovery model.

Resolution Back up your database. For example, the following SQL statement will perform a fullbackup of the abc database:BACKUP DATABASE abc TO DISK = 'c:\mssql\backup\abc.bak' For more information on how to perform this task, contact your databaseadministrator or refer to your database documentation. Parent topic:Troubleshooting installation and configuration

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Encountering a The RECOVERY MODEL for thedatabase must be FULL or BULK-LOGGED messagewhen configuring InfoSphere CDC for MicrosoftSQL Server Environment InfoSphere® CDC for Microsoft SQL Server. Symptoms When configuring an instance of InfoSphere CDC using the configuration tool, youencounter the following error:The RECOVERY MODEL for the database must beFULL or BULK-LOGGED. Causes InfoSphere CDC requires the full or bulk-logged recovery model (versus a simpleone) in your Microsoft SQL Server database. Resolution In Microsoft SQL Server, configure your recovery model to be either full or bulk-logged. The following example uses a SQL statement to configure the recoverymodel for the ABC database:ALTER DATABASE ABC SET RECOVERY FULL For more information on how to perform this task in Microsoft SQL Server, contactyour database administrator or refer to your Microsoft SQL Server documentation.Note: Once you have completed the changes to the recovery mode, ensure youcomplete these steps:

Run a full database backup.Configure the instance of InfoSphere CDC.

Parent topic:Troubleshooting installation and configuration

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Encountering a Microsoft SQL Server is notconfigured for distribution. You must configuredistribution in Microsoft SQL Server message whenconfiguring InfoSphere CDC for Microsoft SQLServer Environment InfoSphere® CDC for Microsoft SQL Server. Symptoms You configure an instance of InfoSphere CDC as a source. The configuration tooldisplays this error:Microsoft SQL Server is not configured for distribution. You mustconfigure distribution in Microsoft SQL Server. Causes InfoSphere CDC requires that you enable Microsoft SQL Server replication in yourdatabase to ensure the data required by the product is available in the databasetransaction log. A distribution database stores metadata and history data forreplication. Resolution Enable Microsoft SQL Server replication in your database. Microsoft SQL Serversupports a local distribution database (local distributor) or a remote distributiondatabase (remote distributor). If you are using a remote distribution database, youare required to install InfoSphere CDC on your local database server, not thedistribution database server.For more information on how to perform this task inMicrosoft SQL Server, contact your database administrator or refer to yourMicrosoft SQL Server documentation. Parent topic:Troubleshooting installation and configuration

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Encountering a Cannot bulk load because the file"\\<server_name>\<directory_name>\<bcp_file_name>.bcp" could not be opened.Operating system error code 5 (Access is denied.)message when configuring InfoSphere CDC forMicrosoft SQL Server Environment InfoSphere® CDC for Microsoft SQL Server. Symptom When configuring an instance of InfoSphere CDC using the configuration tool, youreceive an error (event ID 6645) similar to the following in the event log:Exceptionoccurred during replication. Errors occurred in BCP: java.sql.SQLException:[CDC][SQLServer JDBC Driver][SQLServer] Cannot bulk load because the file"\\<server_name>\<directory_name>\<bcp_file_name>.bcp" could not be opened.Operating system error code 5(Access is denied.). Causes Microsoft SQL Server does not have read permission for the InfoSphere CDCrefresh loader directory (local or remote) that you specified in the configuration tool.Microsoft SQL Server requires read permission for this directory; InfoSphere CDCrequires read and write permissions for this directory. User accounts for MicrosoftSQL Server and InfoSphere CDC must also be from the same domain. Resolution On the Windows server where Microsoft SQL Server is installed, grant MicrosoftSQL Server read and write permission for the refresh loader directory that youspecified in the configuration tool. Parent topic:Troubleshooting installation and configuration

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Encountering a Failed to initialize SMO messagewhen configuring InfoSphere CDC for MicrosoftSQL Server Environment InfoSphere® CDC for Microsoft SQL Server. Symptoms You deploy InfoSphere CDC as a target on a different machine from your targetdatabase. When configuring an instance, you receive an error message that startswith the following text:Failed to initialize SMO ... Causes To allow InfoSphere CDC to communicate with the target database, you must installMicrosoft SQL Server connectivity tools on the server where you install InfoSphereCDC. Resolution Install SQL Server 2008 Management Objects (SMO). This software package isavailable for download at www.microsoft.com. Parent topic:Troubleshooting installation and configuration

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Configuration tool hangs during instance creation Environment InfoSphere® CDC for Sybase databases Symptoms While you were attempting to create an instance, the InfoSphere CDC configurationtool hangs. Causes The log and data devices for the Sybase database selected for the instance couldbe full, resulting in Sybase not being able to process any new data changes. Resolution The database’s log and data devices will need to have sufficient disk space to holdthe requested data. Parent topic:Troubleshooting installation and configuration

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Encountering an Invalid internal file structurecontents detected in file <file_name> message andInfoSphere CDC for Oracle databases shuts down Environment InfoSphere® CDC for Oracle databases. Symptoms InfoSphere CDC shuts down with this error:2919: Invalid internal file structurecontents detected in file <file_name>. Causes Your InfoSphere CDC installation needs to be configured to recognize ASM(Automatic Storage Management). If the Oracle redo logs are stored on an ASMdevice, when rebalance happens, the raw device locations that the InfoSphere CDClog reader is using to read the raw device blocks become invalid and the log readerfails. You may experience symptoms such as incorrect data on the target and likelyend with InfoSphere CDC shutting down with an error. Resolution Refresh your data because of incorrect data on the target. Use one of the followingresolutions to address this problem:

Set InfoSphere CDC to read archive logs only—Set InfoSphere CDC to onlyread archive logs. This requires storing archive logs on a different device otherthan ASM. By default, InfoSphere CDC reads both Oracle online redo logs andOracle archive redo logs. Modify the oracle_archive_logs_only system parameterto true so that InfoSphere CDC only reads archive logs. Note: This method willlead to latency as InfoSphere CDC must wait for the logs to be archived which cantake minutes to hours, depending on the data volume and your Oracleconfiguration. Clean up staging stores and transaction queues when you rebalance ASM—Changing the priority (ASM power limit) of when you rebalance will affect thefrequency of this error. While this will not resolve the problem entirely, you can atleast continue replicating with InfoSphere CDC until the next time you encounterthis error. For more information on how to clean up your staging stores, see theresolution outlined in Encountering a The single scrape staging store is corrupted.To resolve this issue, you must clear the staging store using thedmclearstagingstore command line utility message after runningdmclearstagingstore.Set InfoSphere CDC for remote log shipping—Ship your logs from the ASMdevice to the database where InfoSphere CDC is installed. Use Oracle's DataGuard Log Transport services. Alternatively, you can configure InfoSphere CDC touse custom scripts to ship log files. For more information on how to configure logshipping, see Configuring InfoSphere CDC for Oracle databases for log shipping.

Parent topic:Troubleshooting installation and configuration

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Encountering ancom.datamirror.ts.commandlinetools.config.TsConfigError: IBM InfoSphere Change Data Capturecommunication failure error during configuration Environment InfoSphere® CDC for Oracle databases. Symptoms When attempting to configure InfoSphere CDC on to work with an Oracle 11gdatabase configured with Automatic Diagnostic Repository (ADR) running on AIX,the InfoSphere CDC configuration tool may fail with a stack trace that begins withcom.datamirror.ts.commandlinetools.config.TsConfigError: IBM InfoSphere ChangeData Capture communication failure” Causes The configuration tool was unable to connect to the Oracle database. Resolution There are two known resolutions to this issue:

Turn off ADR by issuing the Oracle statement (set diag_adr_enabled=false)Increase the pthread_stack_size by setting the environment variablePTHREAD_DEFAULT_STACK_SIZE to a large enough value

Parent topic:Troubleshooting installation and configuration

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Troubleshooting Access Server and ManagementConsole Management Console is a graphical user interface application that you use toconfigure, monitor and manage replication on various servers, specify replicationparameters, and initiate refresh and mirroring operations from a client workstation.Before you log into Management Console, you must first install and start AccessServer. In this section, you will learn:

Encountering a Your account has been locked because the number ofconsecutive log-in failures exceeded the maximum allowed message whenlogging into Management Console Encountering a Could not connect to Access Server using the <servername> and <port number>. Access Server may be down or the host nameand/or port number may be incorrect message when logging intoManagement Console or connecting to Access Server Encountering an Access Server could not connect to the database. Do youwant to retry with a new name or password? or Management Console couldnot establish a connection to the datastore. An error has occurred whilecommunicating with agent: java.net.ConnectException: Connection refused:connect message when connecting to a datastore in Management Console Encountering an An error occurred during communication initializationmessage after changing the host name or port for a source datastore andattempting to replicate to the target Changing the host name or port for a target datastore shows duplicatesubscriptions in Management Console

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Encountering a Your account has been lockedbecause the number of consecutive log-in failuresexceeded the maximum allowed message whenlogging into Management Console Environment InfoSphere® CDC for all replication engines. Symptoms You cannot log into Management Console and receive the following error message:Your account has been locked because the number of consecutive log-in failuresexceeded the maximum allowed. Please contact your IBM InfoSphere Change DataCapture administrator for assistance. Causes A user account is automatically locked after the number of failed login attemptsexceeds the locking policy your Access Server system administrator (with rights tomanage accounts) may have set in the Access Server Options dialog box inManagement Console. A system administrator with privileges to manage datastoresand user accounts can unlock the account. Resolution If you are not a system administrator, contact your system administrator to unlockyour account in Management Console. To unlock a Management Console useraccount:

Ensure you have system administrator authority with privileges to managedatastores and user accounts in Management ConsoleStart Management Console and log into Access Server.Click Access Manager > User Management.Right-click the user that is locked out of the account and select Properties.Disable the Account is locked check box.This check box is enabled automaticallyafter the number of failed login attempts exceeds the locking policy set in theAccess Server Options dialog box within Management Console.

If you are the system administrator and you are locked out, then issue thedmunlockuser command to unlock your own account. To unlock a systemadministrator account for Management Console:

Ensure you have system administrator authority with privileges to managedatastores and user accounts in Management ConsoleIssue the dmunlockuser command where Access Server is installed:dmunlockuseruser_name [-accessserver hostnameportadminuseradminpassword] where the values for the parameters are as follows:

usernameSpecifies the name of the Management Console user you want to unlock.The user_name is the only required parameter.

The following parameters are optional and are only required if you are runningthis command remotely from the system where you have installed Access Server. The -accessserver parameter indicates that you want to connect to a remoteinstallation of Access Server. It indicates that you want to run this command foran installation of Access Server that is physically remote from the Access Serverinstallation where you are running this command.

hostnameThe fully qualified host name of the remote system where Access Server isinstalled.

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portThe port number of the remote system where Access Server is installed.

adminuserA user with system administrator (SYSADMIN) privileges (see role parameterin the dmcreateuser command) and the ability to manage users anddatastores (see manager parameter in the dmcreateuser command).

adminpasswordThe password for the specified SYSADMIN user.

Parent topic:Troubleshooting Access Server and Management Console

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Encountering a Could not connect to AccessServer using the <server name> and <port number>. Access Server may be down or the host nameand/or port number may be incorrect message whenlogging into Management Console or connecting toAccess Server Environment InfoSphere® CDC for all replication engines. Symptoms While attempting to log into Management Console, you receive the following errormessage: Could not connect to Access Server using the <server name> and <port number>.Access Server may be down or the host name and/or port number may beincorrect. Verify your connection settings and try again. Causes There are several causes for not being able to connect to Access Server:

Your user name, password, host name, port number, or combination, specified toaccess Management Console is incorrect.The Access Server service may not be running.If you are running a client firewall, it may be blocking Management Console.If you are running a server firewall between Access Server and ManagementConsole, it may be blocking local ports to access Management Console.

Resolution If you cannot access Management Console because of an incorrect user name,password, host name, port number, or combination, take action depending on youraccess level with Management Console. If you are a system administrator, log onusing the user name, password, host name, and port number that you specifiedwhen you installed and configured Access Server and Management Console. If youare a user without system administrator authority, you may not have the correctManagement Console login information. Contact your system administrator to verifythis information.If you cannot access Management Console because Access Serverhas not started, you must start it. On Windows, select Control Panel >Administrative Tools > Services. Next, right-click IBM®InfoSphere Change DataCaptureAccess Server and click Start. On the UNIX or Linux platforms, navigate tothe /bin directory under your Access Server installation directory and run./dmaccessserver &. If you cannot access Management Console because of client firewall blockingManagement Console, modify your client firewall configuration settings:

Locate the file you use to configure your client firewall settings.If you are unsureof how or where to edit firewall configuration settings, consult your firewalldocumentation. Add DmClient.exe to the list of firewall exceptions.

If you cannot access Management Console because of server firewall blockagesbetween Access Server and Management Console, create a well-defined set ofports between Access Server and the datastore and then ensure your firewall allowsconnections to those ports:

Open the dmaccessserver.vmargs file in a text editor. This file is located in theconf directory under your Access Server installation directory.

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Edit the local_port and local_port_count entries as follows:-jarlib/server.jar local_port:<first_port> local_port_count:<number_available_ports><Access_Server_listener_port> where:

<first_port>—The first port in the range that you want the Access Server serviceto use when sending messages or establishing connections.<number_available_ports>—The number of ports you want to reserve for thisuse.To calculate the number of Access Server ports to open, use this formula:number of ports to open

= 2 * (number of users + (number of users * number of datastores)

+ number of datastores) where a datastore refers to an instance InfoSphere CDC. <Access_Server_listener_port>—The port number that Access Server listenson. This is set during the Access Server installation. You do not have to specifya value here if you are using the default port number of 10101.

For example, if the number of available ports for communication is 500 and youwant Access Server to listen for connections on port 10101, then the entry wouldbe as follows: -jar lib/server.jar local_port:10102 local_port_count:500 10101 This enables Access Server to listen for connections on port 10101 and restricts itto using ports in the range of 10102 to 10601. Restart the Access Server service to the new firewall settings to take effect.Modify your firewall configuration settings to accept connection to the AccessServer ports defined above.

Parent topic:Troubleshooting Access Server and Management Console

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Encountering an Access Server could not connectto the database. Do you want to retry with a newname or password? or Management Console couldnot establish a connection to the datastore. An errorhas occurred while communicating with agent:java.net.ConnectException: Connection refused:connect message when connecting to a datastore inManagement Console Environment InfoSphere® CDC for all replication engines. Symptoms While attempting to connect to a datastore in Management Console, you receiveone of the following error messages:

Access Server could not connect to the database. Do you want to retry with a newname or password?Management Console could not establish a connection to the datastore. An errorhas occurred while communicating with agent: java.net.ConnectException:Connection refused: connect.

Causes If you are the system administrator that has assigned a user to this datastore, youmay not have specified the correct host name, port number, or connection settingsin Management Console. If there is a server firewall between Access Server and thedatastore, it may be disallowing connections between them. Resolution To ensure the user access parameters for the datastore are correct, verify them inthe Access Server perspective of Management Console:

Start Management Console and log into Access Server.Click Access Manager > User Management.Right-click the user from the list and select Assign Datastore.Ensure the access parameters for the datastore are correct.

To ensure you can connect to datastores, prevent a server firewall blockagebetween Access Server and Management Console by creating a well-defined set ofports between Access Server and the datastore and then ensuring your firewallallows connections to those ports:

Open the dmaccessserver.vmargs file in a text editor. This file is located in theconf directory under your Access Server installation directory.Edit the local_port and local_port_count entries as follows:-jarlib/server.jar local_port:<first_port> local_port_count:<number_available_ports><Access_Server_listener_port> where:

<first_port>—The first port in the range that you want the Access Server serviceto use when sending messages or establishing connections.<number_available_ports>—The number of ports you want to reserve for thisuse.To calculate the number of Access Server ports to open, use this formula:number of ports to open

= 2 * (number of users + (number of users * number of datastores)

+ number of datastores) where a datastore refers to an instance InfoSphere CDC.

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<Access_Server_listener_port>—The port number that Access Server listenson. This is set during the Access Server installation. You do not have to specifya value here if you are using the default port number of 10101.

For example, if the number of available ports for communication is 500 and youwant Access Server to listen for connections on port 10101, then the entry wouldbe as follows: -jar lib/server.jar local_port:10102 local_port_count:500 10101 This enables Access Server to listen for connections on port 10101 and restricts itto using ports in the range of 10102 to 10601. Restart the Access Server service to the new firewall settings to take effect.Modify your firewall configuration settings to accept connection to the AccessServer ports defined above.

Parent topic:Troubleshooting Access Server and Management Console

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Encountering an An error occurred duringcommunication initialization message afterchanging the host name or port for a sourcedatastore and attempting to replicate to the target Environment InfoSphere® CDC for all replication engines. Symptoms You have changed the host name or port for a datastore used as the source in asubscription, and are unable to replicate data to the target datastore. You receivedthis message in the Management Console event log:An error occurred duringcommunication initialization. If you initiate replication using the dmstartmirror command instead, you also see anerror message, guiding you to the event log: There was an error for<subscription_name>. See the event log for details. Causes The source subscription configuration can optionally identify the host name that isused to select the network interface used by InfoSphere CDC. When you changethe host name for the source machine and update the datastore definition in AccessManager, the subscription itself may still reference the old host name or port. Resolution Ensure that the source subscriptions map to that new datastore host name and port:

Restart Access Server to ensure there are no users logged in.Start Management Console and log into Access Server.Note: If you use theauto-connect feature for connecting to datastores, turn it off by clicking Edit >Preferences > Connect, and disabling Connect to Datastores Automatically priorto connecting to Access Server. Click Access Manager > Datastore Management.Right-click the datastore and select Properties.Update the Host Name and Port fields for the datastore.Click OK.Click File > Access Server > Disconnect to log off Access Server.Click File > Access Server > Connect and log back into Access Server.Click Configuration > Datastores.Connect to the source datastore by right-click it and selecting Connect.Right-click the subscription from the Subscriptions perspective, and selectProperties.Click Advanced Settings.Verify that the value in the TCP Host field. If it identifies the old host name,select Auto-Select and then click OK.Click OK.If this datastore is also the target for subscriptions, follow the steps to updaterelated subscriptions in Changing the host name or port for a target datastoreshows duplicate subscriptions in Management Console.

Parent topic:Troubleshooting Access Server and Management Console

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Changing the host name or port for a targetdatastore shows duplicate subscriptions inManagement Console Environment InfoSphere® CDC for all replication engines. Symptoms You have changed the host name or port for a datastore used as the target in asubscription, and now see duplicate subscriptions in the Management ConsoleSubscriptions view. One of the subscriptions shows the correct datastore, but thetarget is identified as the old host name and port. The other subscription shows thatthe source datastore is unknown and the correct target datastore. Causes The source component of the subscription stores the host name and port for thetarget, so that the source and target can communicate. When you change the hostname or port for the datastore, and update the datastore definition in AccessManager, existing subscriptions will continue to reference the old host name or port. Resolution Ensure that the target subscriptions map to the new datastore host name and portinformation:

Restart Access Server to ensure there are no users logged in.Start Management Console and log into Access Server.Note: If you use theauto-connect feature for connecting to datastores, turn it off by clicking Edit >Preferences > Connect, and disabling Connect to Datastores Automatically priorto connecting to Access Server. Click Access Manager > Datastore Management.Right-click the datastore and select Properties.Update the Host Name and Port fields for the datastore.Click OK.Click File > Access Server > Disconnect to log off Access Server.Click File > Access Server > Connect and log back into Access Server.Click Configuration > Datastores.Connect to the datastore and to all datastores that have subscriptions where thisdatastore is the target, by right-clicking the target datastores and selectingConnect.Right-click the datastore you updated above from the Datastores perspective,and select Properties.Click Update Related Subscriptions and complete the steps to update thesubscriptions where this datastore is the target.If this datastore is also the source for subscriptions, follow the steps to updaterelated subscriptions in Encountering an An error occurred duringcommunication initialization message after changing the host name or port for asource datastore and attempting to replicate to the target.

Parent topic:Troubleshooting Access Server and Management Console

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Troubleshooting data replication Regardless of the replication method InfoSphere® CDC uses to process data, youmay encounter general data replication problems. In this section, you will learn:

Encountering a The single scrape staging store is corrupted. To resolve thisissue, you must clear the staging store using the dmclearstagingstorecommand line utility message after running dmclearstagingstore Encountering a IBM InfoSphere Change Data Capture has encountered acritical data definition (DDL) change for source table <table name> and willshutdown message Encountering errors after applying DDL changes to in-scope tables forInfoSphere CDC for z/OS Encountering a The oldest open commit group in the staging space forsubscription name opened at time has exceeded the open commit groupwarning age of maximum minutes by exceeds minutes message for longrunning Units of Recovery (URs) on InfoSphere CDC for z/OS Encountering a CHC9219E DB2 IFI has returned non-zero status in a LogRecord at position, QW0306RC = return, QW0306RS = reason, QW0306DG =code decompression error on InfoSphere CDC for z/OS Replicating tables without a primary key (event ID 9604) on InfoSphere CDCfor Microsoft SQL Server

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Encountering a The single scrape staging store iscorrupted. To resolve this issue, you must clear thestaging store using the dmclearstagingstorecommand line utility message after runningdmclearstagingstore Environment InfoSphere® CDC for all replication engines other than InfoSphere CDC for z/OS®. Symptoms You see the following event in your source event log: EventMessage_2930=Thesingle scrape staging store is corrupted. To resolve this issue, you must clear thestaging store using the dmclearstagingstore command line utility. You encounter an error while running the dmclearstagingstore command, so thatyour attempt to clear the corrupt staging store directory on the source fails. Causes In some cases, the dmclearstagingstore command is not able to clear the stagingstore. Resolution Complete post steps to recover from running the dmclearstagingstore commandunsuccessfully:

On both source and target databases where InfoSphere CDC is installed, end allInfoSphere CDC processes by running the following command: dmshutdown [-I<instance_name>] On the machine hosting the InfoSphere CDC source, delete the following files:

All files from the staging store directory located at <CDC_installation_directory>/instance/<instance_name>/stagingstore.All the txq* files from the configuration directory located at<CDC_installation_directory>/instance/<instance_name>/conf.

On the both the source and target InfoSphere CDC machines, delete the followingfiles:

All the files from <CDC_installation_folder>/instance/<instance_name>/tmp.If you want to remove previous events from the event log, then remove all filesfrom the <CDC_installation_folder>/instance/<instance_name>/events directory.

On both the source and target InfoSphere CDC machines, restart InfoSphereCDC.Restart the subscriptions.

Parent topic:Troubleshooting data replication

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1.2.3.4.5.

1.2.

3.4.5.6.7.8.

Encountering a IBM InfoSphere Change DataCapture has encountered a critical data definition(DDL) change for source table <table name> and willshutdown message Environment InfoSphere® CDC for all replication engines other than InfoSphere CDC for z/OS®. Symptoms You encounter this error message: IBM InfoSphere Change Data Capture has encountered a critical data definition(DDL) change for source table <table name> and will shutdown. Causes You have performed a Data Definition Language (DDL) change against an in-scopetable configured for replication. Resolution Update the definition of the table in Management Console and then refresh yourtarget tables.To update the definition of a table:

Start Management Console and log into Access Server.Click Configuration > Datastores.Right-click Replication Tables.Expand the database user or schema until you display its tables.Select the table that has changed in your relational database managementsystem and click Update.The replication method and status of the updated tablewill change to Mirror and Parked.

To refresh your target tables:

Start Management Console and log into Access Server.Ensure that the subscription has at least one table mapping with replicationmethod set to Mirror. You set this when mapping tables in the Map Tables wizard.Ensure that you have ended any active replication on the subscription.Click Configuration > Subscriptions.Select the subscription that contains the mapped source and target tables.Select the mapped source and target tables in the Table Mappings view.Right-click on the table and click Flag for Refresh ....Select Full Refresh from the Flag for Refresh dialog.

When you are ready to start mirroring, InfoSphere CDC will send all changes fromthe source table to the target table so that both tables are synchronized. InfoSphereCDC will then mirror subsequent changes to the target. Parent topic:Troubleshooting data replication

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Encountering errors after applying DDL changes toin-scope tables for InfoSphere CDC for z/OS Environment InfoSphere® CDC for z/OS®. Symptoms Replication stops and one or more of the following event messages are issued:

CHC0068ECHC0598WCHC0599WCHC0604WCHC0605ECHC0839WCHC0799WCHC0801WCHC0802WCHC0803WCHC0804WCHC0805WCHC0859ECHC1503E

Causes You performed DDL changes that significantly affected the structure of the sourcetable and you have not enabled DATACAPTURE CHANGES on the SYSIBM.SYSTABLES system catalog table in DB2®.These operations cause data to be written to the log which will not be received byInfoSphere CDC or cause the log record format of the table to change (that is, thelayout of the data in the database logs change). For operations where the log recordformat changes, the log reader must be directed on how to proceed when a changeis encountered. InfoSphere CDC metadata must be modified to accommodate thenew log record format; otherwise the log reader will fail to properly decode logrecords after the point of the DDL change. Changes that do not materially affect thephysical structure of the table in the log or the DATA CAPTURECHANGES setting for the table will not interrupt replication. InfoSphere CDC is able to continue when columns are added to tables, howeverthere are some limitations. Refer to the InfoSphere Change Data Capture for z/OSEnd-User Documentation to understand the factors affecting this capability. Resolution InfoSphere CDC can detect most DDL changes on in-scope tables only if DATACAPTURECHANGES is enabled on the SYSIBM.SYSTABLES system catalog table in DB2. If itis not enabled, InfoSphere CDC will be aware of DDL changes when it encounters alog record that does not match the definition in the metadata. In this case, its actionswill depend on the type of DDL operation and the version of DB2.If InfoSphere CDCdetects a DDL operation being performed on a table which is in-scope forreplication, it will analyze the change made. If no material change is detected, itexecutes an auto-read and replication continues. If a column has been added, theinformation is added to the InfoSphere CDC for z/OS metadata and replicationcontinues; however, the new column is no longer selected for replication. Any other

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material change to the table will either end replication for the subscription or idle thetable and continue replication as configured by the ONSCHEMACHANGEparameter. This applies to InfoSphere CDC for z/OS version 6.5 and 6.2 with currentmaintenance applied. See the end-user documentation for details. To make DDL changes without a refresh:

Quiesce the tables for which the DDL change is needed.Ensure that mirroring is running with zero latency, at head of log. Ensure that all changes for these tables have been applied to the target tables.Make the DDL changes, changing the target table if required.Start Management Console and log into Access Server.Click Configuration > Subscriptions.Select the subscription containing the tables affected by the DDL change.Right click on a table and select Update Table Definition > Source.Check table mappings for correctness.When DDL modifies columns, make surethe target table can accommodate the new data format (for example, going fromCHAR(1) to CHAR(10)). Start replication.The database may now be opened for data changes at this timefor all tables in-scope for replication.

If InfoSphere CDC is not running and DML statements occur between DDLstatements, or you perform an action to cause a section of the log to be skipped(such as running SETLOGPOS), perform a refresh to resynchronize tables.Consider the following scenario:

DDL statements were issued.InfoSphere CDC detected the DDL statements and ended replication.While replication was down, DDL and DML operations were performed on the table(for example, insert a row, add another column, insert a row, drop a column).The table definition was updated within the product.

Here, the table definition would have been updated to the latest structure of thetable, and will not account for all operations that occurred while replication wasdown. You will need to update the source table definition, verify the table mappingsand refresh the affected tables. To recover from DDL changes if DML statements occur between DDL statements:

Run a REORG on the tablespaces containing the changed tables.Start Management Console and log into Access Server.Click Configuration > Subscriptions.Select the subscription containing the tables affected by the DDL change.Right click on a table and select Update Table Definition > Source.Check table mappings for correctness.When DDL modifies columns, make surethe target table can accommodate the new data format (for example, going fromCHAR(1) to CHAR(10)). Select all affected tables and set them to Mirror Refresh.Start replication.If Mirroring is selected, the Refresh will complete beforeInfoSphere CDC begins mirroring changes for all tables.

Parent topic:Troubleshooting data replication

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Encountering a The oldest open commit group inthe staging space for subscription name opened attime has exceeded the open commit group warningage of maximum minutes by exceeds minutesmessage for long running Units of Recovery (URs)on InfoSphere CDC for z/OS Environment InfoSphere® CDC for z/OS®. Symptoms While replicating, you encounter the following warning: CHC0051W The oldest opencommit group in the staging space for subscription name opened at time hasexceeded the open commit group warning age of maximum minutes by exceedsminutes. Causes Long running transactions or URs pose a challenge for all replication software. Allchanges must be collected for the unit of work until the disposition of the UR isknown (commit or rollback).InfoSphere CDC checks for long running URs every 15minutes. This warning occurs when a UR has been open in the database for longerthan the amount of time set by the OPENCOMMITWARNAGE parameter (thedefault is 60 minutes). If a subscription is stopped when a long running UR has notcompleted, InfoSphere CDC will need to re-read the log beginning at the time whenthis UR began. You should resolve this before stopping the subscription. Resolution A staging space report will provide details about the UR including the URID. Thisreport is requested using the REPORT,TYPE=STGSP console command, and thereport is written to the CHCREPRT SPOOLed output data set.Each subscription hasits own staging space and you can request a unique report for each subscription.Each report describes the following details about the staging space:

A description of the UR, including the UR ID, the member identifier (if running in aData Sharing Group mode), and the date and time when the UR first entered thestaging space.Security information about the UR, including the address space name, the securityidentifier of the originating job, and the name of the DB2® plan used to create theUR.SQL operations contained in the staging space for the UR. The report also tracksall the INSERT, UPDATE, and DELETE operations, and the UR’s currentdisposition. The disposition indicates the status of the UR: whether the UR iscurrently being collected into the staging space, is being or has been committed orrolled back, is queued for transmission to the target, or is being transmitted to thetarget.

With the URID, you can run a DSN1LOGP report (see the DB2 documentation forinstructions) to retrieve details about the UR from the database. With thisinformation you can determine the user who is running the job and take steps toensure they end the UR in a timely manner. Under certain conditions, it is possible to write an incomplete UR (that is, one thatdoes not have the full complement of UR control records that describe how it wasdisposed of) to the DB2 log. In this case, the UR can remain idle and be stalled inthe staging space. You can see stalled URs in the staging space report. Issue the

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ENDUR console command against the stalled UR to force a commit (and transmit itscontents to the target) or roll back (and purge its contents from the staging space).Issuing this command does not disrupt replication activities. After resolving a stalled UR, open a PMR with IBM® Support and provide the outputfrom the staging space report and the DSN1LOGP report. Parent topic:Troubleshooting data replication

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Encountering a CHC9219E DB2 IFI has returnednon-zero status in a Log Record at position,QW0306RC = return, QW0306RS = reason,QW0306DG = code decompression error onInfoSphere CDC for z/OS Environment InfoSphere® CDC for z/OS®. Symptoms The subscription ends and this message is found in the event log: CHC9219E DB2IFI has returned non-zero status in a Log Record at position, QW0306RC = return,QW0306RS = reason, QW0306DG = code. Causes DB2® has failed to successfully read a record from the DB2 Log. The most commonreason is a failure in decompression of the log record. This is indicated by thesevalues showing in this message:QW0306RC = X'00000008', QW0306RS =X'00C90063', QW0306DG =X'00C90064' The X’00C90063’ indicates a failure to decompress a record read from the log andthe X’00C90064’ is the code indicating the compression dictionary wasunavailable. Resolution The likely cause of this error is that a REORG has been run on the tablespacecontaining a table in-scope for replication. One method to avoid this is to use theKEEPDICTIONARY option when running a REORG.InfoSphere CDC uses the DB2Instrumentation Facility Interface (IFI) to read the data from the log for tables thatare in-scope for replication. The IFI decompresses the data from compressed tablespaces before providing it to InfoSphere CDC. The IFI has the ability to detect achange in compression dictionary and handle it under certain conditions. Other reason codes may be returned. Refer to your DB2 documentation or contactthe IBM® DB2 support organization for assistance with these errors. Parent topic:Troubleshooting data replication

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Replicating tables without a primary key (event ID9604) on InfoSphere CDC for Microsoft SQL Server Environment InfoSphere® CDC for Microsoft SQL Server. Symptoms When mapping a table in Management Console without a primary key you receivethe following error: ERROR: An error has occurred while setting the replication method for<table_name> [An error occurred while turning on supplemental logging for<table_name>. Microsoft SQL Server encountered a problem while turning on datacapture for table ’<table_name>’ due to the fact that the table has no primary key.IBM InfoSphere Change Data Capture strongly recommends creating a primary keyon the table. If a primary key can not be created on the table then you have toenable and take responsibility to maintain Microsoft SQL Server Change DataCapture feature for the table ’<table_name>’.]. For more information, see errormessages in the Event Log view. Causes You are replicating a table without a primary key. Resolution There are two possible solutions to this problem:

Add a primary key to the table.Enable Microsoft Change Data Capture in Microsoft SQL Server. Do this for boththe table that does not have a primary key, and the database that contains thattable. Contact your database administrator or refer to your Microsoft SQL Serverdocumentation for more information on how to perform this task.

Note: If you are using Microsoft SQL Server 2008, replicating data in a table withouta primary key will cause all the changed row data to be logged to a table in theMicrosoft SQL Server database. This can result in a dramatic performancedecrease. Consult your Microsoft SQL Server documentation for further details onhow the Change Data Capture feature is implemented and its likely performanceimpact on your database. Parent topic:Troubleshooting data replication

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Troubleshooting mirroring replication InfoSphere® CDC replicates data using two methods: mirroring or refreshing data.When InfoSphere CDC mirrors data for replication, it continuously replicateschanged data from a source system to the target system. In this section, you will learn:

Mirroring stops when InfoSphere CDC encounters an apply error Encountering a 911 SQL error message when configuring a table for mirrorreplication on InfoSphere CDC for z/OS Replication of tables containing LOB columns is slow Encountering an An error occurred while turning on supplemental loggingfor <table_name>. Unable to get exclusive lock on table <table_name>message when configuring a table for mirror replication on InfoSphere CDCfor Oracle databases

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Mirroring stops when InfoSphere CDC encountersan apply error Environment InfoSphere® CDC for all replication engines. Symptoms InfoSphere CDC stops mirroring when it encounters an apply error. Causes There are two reasons why InfoSphere CDC would be unable to apply data to atarget table:

Other applications or users are changing data on a target database.A table capture point was marked incorrectly; that is, at a point where the targettable was not actually synchronized with the source table contents.

Resolution Operational issues such as resource constraints and some data synchronizationissues can be related to having applications other than InfoSphere CDC change thetarget tables. Apply errors can manifest through such symptoms as lock time outs,which would be classified as operational issues, or as row operations (insert,update, and delete) failing. Unintentional changes to the target database byapplications other than InfoSphere CDC can be resolved by preventing theapplications from working with the target database. If having the target databaseupdated by applications other than InfoSphere CDC in intentional behavior, thenthere are multiple ways to resolve:

Enable conflict detection and resolution to resolve conflicts.Enable bidirectional replication and set up the appropriate conflict detection andresolution rules if the changes made to the target database by applications otherthan InfoSphere CDC should also be replicated to the source.Remap the tables using Adaptive Apply.

There may also be very specific situations in which the database reports an errorthat causes InfoSphere CDC to stop, but which you have determined replicationshould proceed. In these situations, configure InfoSphere CDC to ignore specificdatabase errors. See also:

To set conflict detection and resolution for source row wins To map source and target tables for Adaptive Apply To ignore database errors when applying data changes to the target for allsubscriptions using InfoSphere CDC for z/OS To ignore database errors when applying data changes to the target for allsubscriptions

Parent topic:Troubleshooting mirroring replication

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1.2.

3.4.

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To set conflict detection and resolution for sourcerow wins Procedure

Select the subscription that contains the mapped source and target tables.Click the Table Mappings view and select the table mapping containing the targettable you want to continue mirroring to. The tables should be mapped forStandard Replication.Right-click Open Mapping Details.Click the Conflicts tab.The Target Column displays all of the columns in the targettable. Select the columns on which you want to detect conflicts.Select Source Wins from the Conflict Resolution Method list. Click Apply.When you start replication on the subscription, if InfoSphere® CDCdetects a conflict in the target column, the source data is replicated to the target.

Parent topic:Mirroring stops when InfoSphere CDC encounters an apply error

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To map source and target tables for Adaptive Apply Procedure

Start Management Console and log into Access Server.Click Configuration > Subscriptions.Select a subscription, right-click and select Map Tables.Select Custom Table Mapping > Adaptive Apply and click Next.Select the source table from the Source Tables list and click Next.If you want tohide columns so that the target is not aware of them, click Filter Columns andclear the check box for the column you want to hide. Select a table from the Target table list and click Next.Choose one of the following and click Next:Choose a replication method from the following and click Next:

Mirror (Change Data Capture)—Immediately replicates changes made to thesource table to the target table or accumulate source table changes andreplicate at a later time. If your configuration requires you to prevent recursiveupdates when mirroring, enable the Prevent Recursion check box. This checkbox is only available in versions of InfoSphere® CDC that support both sourceand target databases.Refresh (Snapshot)—Replicates a snapshot of the source table to the targettable.

If you are replicating source database changes using InfoSphere CDC for Oracledatabases (trigger) and want to use a journal table to mirror database operationsfrom the source to the target table, then enable one of the following:

Use Default Journal—Enable when you want InfoSphere CDC for Oracledatabases to use the default journal table provided with InfoSphere CDC forOracle databases: <TS SCHEMA>.DMCJRN. InfoSphere CDC uses thisjournal table to detect and replicate database changes from the source to thetarget.Use Selected Journal—Enable when you want InfoSphere CDC for Oracledatabases to use another journal table other than the default journal tableprovided with InfoSphere CDC for Oracle databases. When you select thedatabase owner and provide a name for the journal table, InfoSphere CDC forOracle databases creates this new journal table and uses it to detect andreplicate database changes from the source to the target.

Owner—Lists the database owner of the journal table.Name—Lists the name of the journal table.

Click Next.Review the mapping summary.Choose one of the following options and click Finish:

Define column mappings—Continues with the column mapping.Create a new table mapping—Allows you to start a new table mapping.Return to current view—Returns you to the current view.

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Parent topic:Mirroring stops when InfoSphere CDC encounters an apply error

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To ignore database errors when applying datachanges to the target for all subscriptions usingInfoSphere CDC for z/OS Procedure

Ensure that you your target database is using InfoSphere® CDC for z/OS®.Modify the setting for ENDONERROR in the CHCCFGxx member.ENDONERROR=(YES,YES,YES) is the default, indicating the settings forRefresh, Mirroring, and Auditing, respectively. Changing the values for one of the settings will cause InfoSphere CDC tocontinue replication after encountering an error while applying data to the targetdatabase during the corresponding type of replication activity. Override the global settings for a subscription replicating from InfoSphere CDC forz/OS to InfoSphere CDC for z/OS by selecting Subscriptions > Properties >Advanced within Management Console.

Parent topic:Mirroring stops when InfoSphere CDC encounters an apply error

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To ignore database errors when applying datachanges to the target for all subscriptions Procedure

Ensure that you your target database is not using InfoSphere® CDC for z/OS®.Ensure you know the database error code which is returned by the SQLExceptionclass in JDBC. This error code is database vendor-specific and always an integer,such as "ORA-00001". Start Management Console and log into Access Server.Click Configuration > Datastores.Right-click on the datastore for your target database and select Properties.Select mirror_expected_errors_list from the System Parameters tab.Click Modify.Type the integer error code returned by the SQLException class in JDBC that youwant to ignore, in the Value box. Specify multiple error codes with a commaseparated list.Notes:

Ensure that you only configure the parameter to ignore errors that you arecertain are safe to ignore (such as unique constraint ORA-00001).Latency may increase when using this system parameter since InfoSphere CDCwill not use JDBC array apply in order to track the errors specified.

Parent topic:Mirroring stops when InfoSphere CDC encounters an apply error

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Encountering a 911 SQL error message whenconfiguring a table for mirror replication onInfoSphere CDC for z/OS Environment InfoSphere® CDC for z/OS®. Symptoms While configuring a table for mirroring in Management Console, InfoSphere CDCissues message showing a 911 SQL error, which indicates a deadlock or timeout. Causes This error occurs when you attempt to mirror a source table in Management Consolebut since there are one or more URs running against the table, DB2® cannot lockthe table to complete the ALTER TABLE <table> ADD DATA CAPTURECHANGES SQL statement issued by InfoSphere CDC. InfoSphere CDC requiresDATACAPTURE CHANGES to replicate tables properly and this can only be completedwhen the table is not being updated or locked by other users. Resolution Enable DATA CAPTURE CHANGES during a maintenance window. If DATACAPTURE CHANGES is already configured on a table, InfoSphere CDC will detectthis and will not need a lock on the table during configuration for mirroring. You canconfigure the table for mirroring during a maintenance window, or manually enablethe DATA CAPTURECHANGES during the window and complete the table configuration later. Parent topic:Troubleshooting mirroring replication

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Replication of tables containing LOB columns isslow Environment InfoSphere® CDC for z/OS® Symptoms Replication for a subscription that has source tables that contain LOB columns isvery slow. Sometimes it might appear that replication is stalled. Causes The ROWID column that is associated with the LOB column or columns might nothave an index defined on it. When InfoSphere CDC selects the LOB column datafrom the source table, DB2® might use a table space scan to retrieve the LOB data. Resolution Apply the PTF for APAR PH13842. This PTF extends the LOB data selection logicto use any qualifying unique index, not just the index over the LOB's ROWIDcolumn, to access the LOB's auxiliary table space. When no suitable index is found,a warning message is issued to notify you of the possible poor performance. Parent topic:Troubleshooting mirroring replication

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Encountering an An error occurred while turning onsupplemental logging for <table_name>. Unable toget exclusive lock on table <table_name> messagewhen configuring a table for mirror replication onInfoSphere CDC for Oracle databases Environment InfoSphere® CDC for Oracle databases. Symptoms While configuring a table for mirroring in Management Console, InfoSphere CDCissues the following message: [ERROR] An error occurred while turning on supplemental logging for <table_name>. Unable to get exclusive lock on table <table_name> Causes This error occurs when you attempt to mirror a source table in Management Consolebut since there are many open transactions, InfoSphere CDC cannot lock the tableand add supplemental logging. InfoSphere CDC requires supplemental logging toreplicate tables properly and this can only be completed when the table is not beingupdated or locked by other users.In addition, when InfoSphere CDC executes anALTER TABLE command to enable supplemental logging, it requires exclusive lockon the target table. Ensure there are no locked transactions or shared locks. Resolution You can resolve this issue in one of the following ways:

Locate open transactions on the specific source table. If there are locks, either waitfor the transactions to complete, or terminate. Here is an example or how toterminate the transaction:select B.SID, C.USERNAME, C.OSUSER,C.TERMINAL,DECODE(B.ID2, 0, A.OBJECT_NAME,

'Trans-'||to_char(B.ID1)) OBJECT_NAME,

B.TYPE,

DECODE(B.LMODE,0,'--Waiting--',

1,'Null',

2,'Row Share',

3,'Row Excl',

4,'Share',

5,'Sha Row Exc',

6,'Exclusive',

'Other') "Lock Mode",

DECODE(B.REQUEST,0,'',

1,'Null',

2,'Row Share',

3,'Row Excl',

4,'Share',

5,'Sha Row Exc',

6,'Exclusive',

'Other') "Req Mode"

from DBA_OBJECTS A, V$LOCK B, V$SESSION C

where A.OBJECT_ID = B.ID1 and a.object_id

= 67491 (get object_id from dba_objects)

and B.SID = C.SID From this example, determine the SID and serial number, and then run this SQL

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command:altersystem kill session <'SID, serial number>’; Continue to replicate the source table until the transaction completes andInfoSphere CDC adds logging. Once the transaction completes, configure thetable.Manually terminate Oracle sessions with open transactions on the specific sourcetable. Note: You may lose hours of database processing time when you terminatea session. In addition, it may take some time for the work of that session to berolled back by Oracle. Only proceed when you have understood the impact ofclosing your transactions in this way.

Parent topic:Troubleshooting mirroring replication

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Troubleshooting refresh replication InfoSphere® CDC replicates data using two methods: mirroring or refreshing data.When InfoSphere CDC refreshes data for replication, it synchronizes the targetsystem with the current contents of a source system. In this section, you will learn:

Refreshing fails with a referential integrity constraint violation reported in theevent log Refreshing data to the target on InfoSphere CDC and encountering databaseerrors Encountering a A SQL exception has occurred. The SQL error code is '0'.The SQL state is: HY000. The error message is: [CDC][Oracle JDBCDriver]Object has been closed message on InfoSphere CDC for Oracledatabases

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Refreshing fails with a referential integrityconstraint violation reported in the event log Environment InfoSphere® CDC for all replication engines. Symptoms You encounter a referential integrity constraint violation error in the event log. Causes The referential integrity constraints in the target database conflict with the order inwhich InfoSphere CDC is refreshing the tables. Resolution Ensure that you have truncated or cleared all target tables, then refresh your tablesby logical order (for example, parent, then child). InfoSphere CDC will not truncatethe parent table if the child table contains data.Also, ideally, the parent and childtables should be part of the same replication, with proper ordering. Parent topic:Troubleshooting refresh replication

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Refreshing data to the target on InfoSphere CDCand encountering database errors Environment InfoSphere® CDC for all replication engines other than InfoSphere CDC for z/OS®. Symptoms While refreshing data to the target, you encounter database errors. In some cases,refresh also fails. Causes You can safely ignore some informational database errors since they do not affectreplication; however, accumulating too many of these errors can cause InfoSphereCDC to stop replication. For example, if you are using InfoSphere CDC for Oracledatabases or InfoSphere CDC for Oracle databases (trigger), you can ignore thefollowing error during mirroring:ORA-00001: unique constraint violated (<schema>.<constraint>) Resolution Configure InfoSphere CDC to ignore specified database errors when refreshing datato the target:

Ensure you know the database error code for the error you want InfoSphere CDCto ignore. The error code is returned by the SQLException class in JDBC. Thiserror code is database vendor-specific and always an integer, such as "ORA-00001" specifies a specific Oracle error.Start Management Console and log into Access Server.Click Configuration > Datastores.Right-click on a datastore and select Properties.On the System Parameters tab, select refresh_expected_errors_list.Click Modify.In the Value box, type the integer error code returned by the SQLException classin JDBC that you want to ignore. Specify multiple error codes with a commaseparated list.Note: Latency may increase when using this system parametersince InfoSphere CDC will not use JDBC array apply in order to track the errorsspecified.

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Encountering a A SQL exception has occurred. TheSQL error code is '0'. The SQL state is: HY000. Theerror message is: [CDC][Oracle JDBC Driver]Objecthas been closed message on InfoSphere CDC forOracle databases Environment InfoSphere® CDC for Oracle databases. Symptoms You attempt to replicate subscriptions, and receive the following error:Failed toapply DDL ''{1}'' on table {0}. Database operation failed. A SQL exception hasoccurred. The SQL error code is '0'. The SQL state is: HY000. The error messageis: [CDC][Oracle JDBC Driver]Object has been closed. Causes Typically, a message containing Object has been closed indicates that the sessionwas abruptly ended, likely due to an internal Oracle error. Resolution Check Oracle’s alert log and the user dump destination. Refer to thebackground_dump_dest and user_dump_dest parameters for the locations of thesefiles. Parent topic:Troubleshooting refresh replication

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Troubleshooting latency Latency is calculated as the difference in time between when a particular operationwas applied to the source database, and when that same operation is applied to thetarget database by InfoSphere® CDC. In this section, you will learn:

Experiencing increased latency and no data is replicating to the targetdatabase Experiencing increased latency and no data is replicating to the targetdatabase on InfoSphere CDC for z/OS

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Experiencing increased latency and no data isreplicating to the target database Environment InfoSphere® CDC for all replication engines. Symptoms Latency is increasing and no data is being replicated to the target database. Causes This can occur when InfoSphere CDC is processing a large transaction that hasrecently executed on the source database. Resolution Complete either of the following resolutions:

Confirm that InfoSphere CDC is processing a large transaction by clicking CollectStatistics in Management Console. This feature displays various metrics reflectingdifferent stages of the flow of replication data from the source to the target. WhenManagement Console is processing a large transaction you will see that the sourceside metrics are changing.Use the Performance view within the Monitoring perspective in ManagementConsole. This allows you to view, investigate and diagnose the performance ofsubscriptions or tables within them to determine the causes of unexpected orunacceptable levels of latency.

Parent topic:Troubleshooting latency

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Experiencing increased latency and no data isreplicating to the target database on InfoSphereCDC for z/OS Environment InfoSphere® CDC for z/OS®. Symptoms There is a sudden increase in latency with subscriptions. You know that there havebeen many changes made to the source DB2® database on z/OS. InfoSphere CDCfor z/OS reports that it is operating normally, yet you find no changes on the targetsystem. Causes There are two probable causes:

Large group of changes in progress—If a very large UR was committed beforethe UR with your current changes, InfoSphere CDC may still be busy processingthe first UR. Once completed and processed on the target system, the followingURs will be replicated in the order they were committed.Time latency value for your environment is too narrow—InfoSphere CDC usesa DB2 trace so that it is notified of all changes written to the DB2 log. Thisnotification is sent when a percentage of the OPx buffer has been filled by DB2. Ifyou have not allocated an appropriate size and threshold for the OPx buffer,notification of changes will be less frequent. These values can be set forInfoSphere CDC using the keywords BUFTHRESHOLD and BUFSIZE. If the valuefor BUFTHRESHOLD is set too high, then InfoSphere CDC does not notifysubscriptions of new data efficiently and therefore, increases latency. For instance,if you have a BUFSIZE of 1 GB and set the BUFTHRESHOLD to 50%, InfoSphereCDC receives change notification only when 500 MB of data has been written tothe DB2 log. Only then will it inform the active subscriptions that they can resumescraping log data.

Resolution Depending on the cause of the replication failure, resolve it as follows:

Run staging space report for the subscription showing latency—When a largeUR is being assembled in the staging space (located in the source installation ofInfoSphere CDC), or being transmitted to the target system, observe its progressusing the staging space report. This report is requested using theREPORT,TYPE=STGSP console command, and the report is written to theCHCREPRT SPOOLed output data set. Each subscription has its own stagingspace and you can request a unique report for each subscription. Each reportdescribes the following details about the staging space:

A description of the UR, including the UR ID, the member identifier (if running in aData Sharing Group mode), and the date and time when the UR first entered thestaging space.Security information about the UR, including the address space name, thesecurity identifier of the originating job, and the name of the DB2 plan used tocreate the UR.SQL operations contained in the staging space for the UR. The report also tracksall the INSERT, UPDATE, and DELETE operations, and the UR’s currentdisposition. The disposition indicates the status of the UR: whether the UR iscurrently being collected into the staging space, is being or has been committedor rolled back, is queued for transmission to the target, or is being transmitted tothe target.

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Consecutive staging space reports obtained for the same subscription with a shortinterval between them will show the progress of a large UR, through the stagingspace and out to the target. Under certain conditions, it is possible to write anincomplete UR (that is, one that does not have the full complement of UR controlrecords that describe how it was disposed of) to the DB2 log. If a very large URwas committed before the UR with your current changes, InfoSphere CDC may stillbe busy processing the first UR. Once completed and processed on the targetsystem, the following URs will be replicated in the order they were committed. Increase the time latency value for your environment—Determine anappropriate time latency value for your environment. When a higher value isspecified for BUFTHRESHOLD, that percentage of the OPx buffer must containDB2 log data before InfoSphere CDC notifies subscriptions of data to beprocessed. If the default for BUFSIZE is used (the optimal value is 132 KB), then aBUFTHRESHOLD value of 50% means that at least 66 KB of DB2 log data musthave been written to the DB2 log before InfoSphere CDC can start to process thenew data. This 66 KB of data represents the DB2 Log data latency. If you know theaverage rate at which the DB2 log is being extended, then a data latency of 66 KBcan be converted to a time latency value that can be calculated using the followingformulas: TimeLatency = DataLatency / DB2LogDataRate

DataLatency = TimeLatency * DB2LogDataRate To obtain an acceptable time latency value, use the preferred time latency value inthe second formula and calculate an appropriate value for the data latency. Next,convert the data latency value to a percentage of the value of the BUFSIZEkeyword, and use the calculated percentage as the value of the BUFTHRESHOLDkeyword. Contact your DB2 database administrator to determine the DB2 log data rate. Themaximum and minimum DB2 log data rates within a cyclical period (for example, aday, a week, month-end peak) may also be a consideration when determining thepreferred value for BUFTHRESHOLD. A smaller time latency value is desirablewhen real-time, continuous mirroring of data is being performed. If real-time,continuous mirroring is not being used, then time latency has no significance fordetermining the value of the BUFTHRESHOLD keyword.

Parent topic:Troubleshooting latency Related concepts

Encountering a The oldest open commit group in the staging space for subscriptionname opened at time has exceeded the open commit group warning age ofmaximum minutes by exceeds minutes message for long running Units ofRecovery (URs) on InfoSphere CDC for z/OS

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Troubleshooting data replication maintenance You may have ongoing maintenance issues, such as maintaining log files orcleaning up your system. In this section, you will learn:

Running dmshowlogdependency on InfoSphere CDC for Oracle databasesreferences a dated log file Encountering a CHC9214E DB2 Trace could not be started. All OPx tracebuffers are in use or CHC9217E DB2 CAF Message: [<DB2 CAF error>]message in the event log on InfoSphere CDC for z/OS

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Running dmshowlogdependency on InfoSphereCDC for Oracle databases references a dated logfile Environment InfoSphere® CDC for Oracle databases. Symptoms You have issued the dmshowlogdependency command and it returns a list of logfiles that you must keep. This list includes old log files. Causes This issue is usually indicative of one of two things:

You have a subscription in your replication environment (with at least one table)that you have not replicated in an extended period of time. For example, you mayhave created a test subscription before promoting your tables to anothersubscription in a production environment. The dmshowlogdependency commandwill include the log files that InfoSphere CDC would need to use if that subscriptionwas started.You have occasionally long running transactions in your database. Long runningtransactions affect log dependency regardless of whether or not they include tablesthat are being replicated. A long running transaction may be from a batch job thatrequires a significant period of time to execute, but may also be from an applicationor interactive user session that makes a small number of data changes and waits along time before committing those changes. Note that when one or more of yoursubscriptions has some latency, log dependency may be affected by a transactionthat was long running but has recently been committed.

Resolution If you have test subscriptions and would like to keep them, you can change the datareplication method for the table mappings from Mirror to Refresh. Note that thiswould mean that if you want to use this subscription in the future, all the tableswould need to be refreshed. If there are occasional long running transactions in yourdatabase, you may want to monitor the database and determine if those longrunning transactions are necessary.To change the data replication method of atable:

Ensure that you have ended any active replication on the subscription.Start Management Console and log into Access Server.Click Configuration > Subscriptions.Select the subscription that contains the tables you want to remove from mirroringactivity.On the Table Mappings view, select all the table mappings within the subscription.Right-click and select Change replication method.Enable Refresh (Snapshot). This changes the replication method and status ofeach mapped table to Refresh.

You can also set the bookmark at source for the test subscription, which will not lookfor long running transactions. To identify open transactions that may be long running, run the following queryagainst the source database: selecta.USERNAME,a.PROGRAM,a.PROCESS,a.CLIENT_INFO,b.START_DATE fromgv$session a inner join gv$transaction b on a.saddr=b.ses_addrorder by b.START_DATE asc;

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Encountering a CHC9214E DB2 Trace could not bestarted. All OPx trace buffers are in use orCHC9217E DB2 CAF Message: [<DB2 CAF error>]message in the event log on InfoSphere CDC forz/OS Environment InfoSphere® CDC for z/OS®. Symptoms InfoSphere CDC for z/OS stops DB2® activity. One of the following errors displaysin the Management Console event log:

CHC9214E DB2 Trace could not be started. All OPx trace buffers are in use.CHC9217E DB2 CAF Message: [<DB2 CAF error>].

Causes InfoSphere CDC requires DB2 tracing to run so that it can be notified when the DB2log is extended. These errors indicate that InfoSphere CDC was unable to start atrace because none of the DB2 OPx trace buffers are available for use. There areseveral possible causes for this for DB2 version 8 or earlier:

For DB2, cancelling the InfoSphere CDC address space leaves the trace active.This does not allow InfoSphere CDC to stop the trace in the OPx buffer it is using,and DB2 tracing can fail to start.If you configured InfoSphere CDC to use a specific OPx buffer, and that buffer isbeing used by something else (such as another instance of InfoSphere CDC), DB2tracing can fail to start.If you configured InfoSphere CDC to select the first available OPx buffer, but thereare no available OPx buffers (the maximum is 8 buffers), then DB2 tracing can failto start.

Resolution If you receive the CHC9214E error, request that your DBA release at least one ofthe allocated DB2 OPx buffers and then restart InfoSphere CDC using the STARTcommand. If you receive the CHC9217E error, contact your DBA to review the DB2CAF (Call Attach File) error message. If the CAF message indicates that an errorhas occurred, your database administrator should correct the problem. Once thecorrection is made, restart the InfoSphere CDC address space using the STARTcommand. Parent topic:Troubleshooting data replication maintenance

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Troubleshooting network and connectivity issues Network connectivity issues can cause data replication to terminate. In this section, you will learn:

Encountering communication interruptions

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Encountering communication interruptions Environment InfoSphere® CDC for all replication engines. Symptoms InfoSphere CDC cannot work because of a lost connection. You may receive errorsissued in the InfoSphere CDC Event Log, similar to the following ones: ForInfoSphere CDC for z/OS®:

CHC6503E (DTSPROD) Communications link to ADDRESS.IBM.COM:0abnormally terminated by remote system (link <#>, process <#>)CHC9500E TCP/IP name(string) service call has failed. The returned error is <description of error returned by TCP/IP> for value of <error number returned byTCP/IP>.

For all other InfoSphere CDC replication engines: COMMS : send failed -- link tag=<#> is not foundIBM InfoSphere Change Data Capture heartbeat timeout has occurred. Replicationwill end. The timeout is currently <#> minutes. There may be a network problem ora problem on the remote system. Resolve the problem and then restart replication.CHANNEL: [tag=<#>, name="<NAME>", type=<CO|DO]", port=<#>]: ConnectionresetCOMMS : send failed -- link tag=<#> is not found

Causes A network connection failed. A network can disconnect because of severalscenarios:

Your firewall detects an idle connection and proceeds to close it. This condition isunknown to the application until it tries to use the connection (such as sending amessage to the remote system). Your firewall configurations have changed, which can cause an alreadyestablished connection to be dropped.There is a network disruption, such as a planned maintenance window orunplanned power outage, which may cause the connection to be dropped.

If the cause is in the network, generally both sides of the connection will receiveconnection reset errors, but the timing may differ as the two sides will not know (orbe informed) of the connection reset error until there is an attempt to use theconnection. Therefore, the connection drop may be detected at different times. Resolution A reset connection error indicates that the communication link to InfoSphere CDChas been terminated by the server to which InfoSphere CDC was connected. Thiserror is not caused by the instance of InfoSphere CDC which has reported theproblem. Determine if the connection reset error is reported for a remote connectionto Access Server or to InfoSphere CDC installed on your source or target system. Ifthe connection terminated was to Access Server, you would receive the followingerror message: Access Server has detected that the connection to datastore <datastore_name> hasbeen lost. Management Console will now disconnect from the datastore. Monitoragent connection (host: < > port < >) lost. For a connection terminated to a peer installation of InfoSphere CDC, investigatethe event log in Management Console for any errors there. If errors have occurred inAccess Server or the InfoSphere CDC peer instance, which appear to have causedthe problem, attempt to resolve the problem reported on that system. If you are

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unable to resolve the problem, then log a PMR with IBM® Support for the AccessServer or peer InfoSphere CDC instance on which the problem occurred. If both InfoSphere CDC and the remote end of the connection report acommunications error (that is an ECONNRESET error), contact your networkadministrator to investigate the cause of the problem. This type of error generallymeans that the server or some router or firewall in between the two servers hascaused the connection reset error to occur. Contact your administrator to completethe following tasks:

Investigate the connection and reset more reasonable firewall idle timeout values.If the problem is because of the firewall closing the connection due to idle timeout,try decreasing the KEEP_ALIVE_TIMEOUT system parameter for InfoSphere CDC. The suggested value is 20 seconds.Check for viruses which may inject connection-reset packets into an establishedstream, causing the operating system to behave as if the connection wasterminated by the remote.

Parent topic:Troubleshooting network and connectivity issues

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Getting fixes from Fix Central You can use Fix Central to find the fixes that are recommended by IBM Support fora variety of products, including InfoSphere® CDC. With Fix Central, you can search,select, order, and download fixes for your system with a choice of delivery options. AInfoSphere CDC product fix might be available to resolve your problem. To find and install fixes for InfoSphere CDC for z/OS

Go to www.ibm.com/ibmlink.View a list of fixes available for InfoSphere CDC for z/OS® by selecting ServiceInformation Search and entering the FMID for your version. The FMID is shown inyour program directory (for example HCHC650 for version 6.5). A list of allavailable PTFs will be displayed which you can order.Optionally, configure your user profile to have notifications sent when new PTFsbecome available by selecting Automatic Software Alert Process.

To find and install fixes for all InfoSphere CDC for allreplication engines other than InfoSphere CDC for z/OS

Obtain the tools that are required to get the fix. If not installed, obtain your productupdate installer. The installer can be downloaded from Fix Central.This siteprovides download, installation, and configuration instructions for the updateinstaller. Select InfoSphere CDC as the product, and select one or more check boxes thatare relevant to the problem that you want to resolve.Identify and select the fix that is required.Download the fix:

Open the download document and follow the link in the Download Packagesection.When downloading the file, ensure that the name of the maintenance file is notchanged. This change might be intentional, or it might be an inadvertentchange that is caused by certain Web browsers or download utilities.

Apply the fix: Follow the instructions in the Installation Instructions section of the downloaddocument.For more information, see the Installing fixes with the Update Installer topic inthe product documentation.

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Subscribing to Support updates To stay informed of important information about the IBM products that you use, youcan subscribe to updates. By subscribing to receive updates, you can receiveimportant technical information and updates for specific IBM Support tools andresources. In this section, you will learn:

Understanding types of Support updates You can subscribe to Support updates by using one of two approaches: RSSfeeds or My Notifications.

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Understanding types of Support updates You can subscribe to Support updates by using one of two approaches: RSS feedsor My Notifications.

RSS feedsYou can subscribe to the InfoSphere® CDC RSS feed to obtain current supportinformation about the product.For general information about RSS, includingsteps for getting started and a list of RSS-enabled IBM web pages, visit theIBM Software Support RSS feeds site.

My NotificationsWith My Notifications, you can subscribe to Support updates for any IBMproduct. (My Notifications replaces My Support, which is a similar tool that youmight have used in the past.) With My Notifications, you can specify that youwant to receive daily or weekly email announcements. You can specify whattype of information you want to receive (such as publications, hints and tips,product flashes (also known as alerts), downloads, and drivers). MyNotifications enables you to customize and categorize the products about whichyou want to be informed and the delivery methods that best suit your needs.

Until you modify your RSS feeds and My Notifications preferences, you receivenotifications of updates that you have requested. You can modify your preferenceswhen needed (for example, if you stop using one product and begin using anotherproduct). See also:

To subscribe to InfoSphere CDC RSS feeds To subscribe to My Notifications

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To subscribe to InfoSphere CDC RSS feeds Procedure

Go to IBM® Support RSS Feeds Web site.Click RSS feeds for Information Management productsInfoSphere® Change DataCapture.Click Subscribe Now.

Parent topic:Understanding types of Support updates Related information

IBM Software Support RSS feedsSubscribe to My Notifications support content updatesMy notifications for IBM technical supportMy notifications for IBM technical support overview

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To subscribe to My Notifications Procedure

Go to the IBM® Support Portal.Click My Notifications in the Notifications portlet.Sign in using your IBM ID and password, and click Submit. Click the Subscribe tab.Select the appropriate software brand or type of hardware.Select one or more products by name and click Continue. Select your preferences for how to receive updates, whether by email, online in adesignated folder, or as an RSS or Atom feed. Select the types of documentation updates that you want to receive, for example,new information about product downloads and discussion group comments. Click Submit.

Parent topic:Understanding types of Support updates Related information

IBM Software Support RSS feedsSubscribe to My Notifications support content updatesMy notifications for IBM technical supportMy notifications for IBM technical support overview

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Contacting IBM Support IBM® Support provides assistance with product defects. Before contacting support, ensure you have the appropriate information for IBMSupport. Also, your company must have an active IBM software maintenancecontract, and you must be authorized to submit problems to IBM. For informationabout the types of maintenance contracts available, see Enhanced Support in theSoftware Support Handbook at: techsupport.services.ibm.com/guides/services.html In this section, you will learn:

Determining your version of InfoSphere CDC Before contacting support, ensure you identify the version and build number of theInfoSphere® CDC product you are currently running.Collecting InfoSphere CDC information for IBM Support To help IBM Support understand and troubleshoot your problem, provide as muchInfoSphere CDC information to them as possible. Collecting performance statistics on a subscription for IBM Support When encountering a performance issue with your subscriptions, the IBM Supportteam requires statistics information to properly analyze the subscription. By default,collecting statistics for a subscription is automatically enabled.Exchanging information with IBM Support To diagnose or identify a problem, it is sometimes necessary to provide IBMSupport with data and information from your system. In other cases, IBM Supportmight provide you with tools or utilities to use for problem determination.Submitting diagnostic information to IBM can help IBM Support begin a ProblemManagement Report (PMR). If you have a problem and have opened a PMR tofind a solution, problem determination data is needed to find a solution.Reporting a problem to IBM Support You can contact IBM Support with a problem.

Parent topic:Troubleshooting

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Determining your version of InfoSphere CDC Before contacting support, ensure you identify the version and build number of theInfoSphere® CDC product you are currently running. Use the dmshowversion command to display the version and build number ofInfoSphere CDC. Run this command before you contact your IBM® representative. Note: This command is not available for InfoSphere CDC for z/OS®. For z/OSversion information, consult the SPOOLed output. A complete description of theinstallation, including all maintenance (PTFs) applied is available there. See also:

To determine your version of InfoSphere CDC Parent topic:Contacting IBM Support

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To determine your version of InfoSphere CDC Procedure Enter the following command:dmshowversion [-L <locale>] where <locale> is the name of the language locale used for the InfoSphere® CDCinstance. The default is your machine's locale. Parent topic:Determining your version of InfoSphere CDC

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Collecting InfoSphere CDC information for IBMSupport To help IBM® Support understand and troubleshoot your problem, provide as muchInfoSphere® CDC information to them as possible. Collecting InfoSphere CDC information on InfoSphere CDCfor z/OS All SPOOLed output for the InfoSphere CDC for z/OS® address space should becollected. If a dump has been generated, the output from the dump should becollected as well. All data from the mainframe should be sent in TERSED format asthis retains the formatting of the data for the mainframe while it is transferred usingnon-mainframe systems, ensuring the data is useful for IBM Support. It has theadded advantage of reducing the size of the files. Files should be named with theextension .trs. See the documentation for AMATERSE, if you need assistance. Collecting InfoSphere CDC information on all replicationengines other than InfoSphere CDC for z/OS You can collection information by running the dmsupportinfo command, whichcreates a ZIP file containing InfoSphere CDC information useful to a Supportpersonnel. Send this file to IBM Support when contacting them regarding yourproblem.In some cases, you may not be able to start your InfoSphere CDC instance.You can run the dmsupportinfo command without a running instance; however, thecommand will collect a limited scope of data. If you are unclear as to whether the problem is on the source or target, you can runthe command on both sides. Once you run this command, it outputs the name and location of the generated ZIPfile to provide to IBM Support.

To collect InfoSphere CDC information Parent topic:Contacting IBM Support

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To collect InfoSphere CDC information Procedure

Ensure that your InfoSphere® CDC is running.Switch to the <CDC_installation_directory>/bin directory.Run dmsupportinfo -I <instance_name>. Note: If you are not be able to start yourInfoSphere CDC instance, you can run this command withou the -I parameter;however, the command will collect a limited scope of data.

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Collecting performance statistics on a subscriptionfor IBM Support When encountering a performance issue with your subscriptions, the IBM® Supportteam requires statistics information to properly analyze the subscription. By default,collecting statistics for a subscription is automatically enabled. Note: Collecting performance statistics is not supported with InfoSphere® CDC forz/OS®. InfoSphere CDC collects statistics information on each subscription every 30seconds. This is ideal if you have a subscription that is replicating a day's worth ofdata (that is, 24 hours of data). See also:

To collect performance statistics on a subscription Parent topic:Contacting IBM Support

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Start Management Console and log into Access Server.Ensure you are connected to the datastore for the subscription for which you wantto collect information.Click Help > Service Information > Support Assistant.Select the Enable Collection check box for the datastore for which you want tocollect information.Click Options and click Detailed to collect detailed information for the selecteddatastore.Click OK.Select the location where you want Support Assistant to store the output file forthe generated information.Allow Support Assistant to clean up diagnostic files after collection by selectingClean-up diagnostic files after collection.Click Collect Now to start collecting the messages.

Parent topic:Collecting performance statistics on a subscription for IBM Support

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Exchanging information with IBM Support To diagnose or identify a problem, it is sometimes necessary to provide IBM Supportwith data and information from your system. In other cases, IBM Support mightprovide you with tools or utilities to use for problem determination. Submittingdiagnostic information to IBM® can help IBM Support begin a Problem ManagementReport (PMR). If you have a problem and have opened a PMR to find a solution,problem determination data is needed to find a solution. See also:

To send information to IBM Support To receive files from IBM Support

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To send information to IBM Support Procedure

Open a problem management record (PMR).Collect the diagnostic data that you need. Diagnostic data helps reduce the timethat it takes to resolve your PMR. You can collect the diagnostic data manually(through logs) or automatically (using Support Assistant):

Collect the data automatically by using Support AssistantOn z/OS®, collect all SPOOLed output for the InfoSphere® CDC addressspace.On Linux, UNIX, and Windows, collect the data manually by referring to tracelogs and event messages.

Compress the files by using the TRS format and the TRSMAIN utility on z/OS;use the ZIP or TAR format on Linux, UNIX, and systems.Transfer the files to IBM. You can use one of the following methods to transfer thefiles to IBM:

Support AssistantThe Service Request toolStandard data upload methods: FTP, HTTPSecure data upload methods: FTPS, SFTP, HTTPSEmail

If you are using a z/OS product and you use ServiceLink / IBMLink to submitPMRs, you can send diagnostic data to IBM Support in an email or by using FTP. All of these data exchange methods are explained on the IBM Support site.

Parent topic:Exchanging information with IBM Support

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To receive files from IBM Support Procedure

Ensure that your IBM technical-support representative has provided you with thepreferred server to use for downloading the files and the exact directory and filenames to access.Use FTP to connect to the site that your IBM technical-support representativeprovided and log in as anonymous. Use your email address as the password.Change to the appropriate directory:

Change to the /fromibm directory. cd fromibm Change to the directory that your IBM technical-support representativeprovided:cd nameofdirectory

Enable binary mode for your session:binary Use the get command to download the file that your IBM technical-supportrepresentative specified:get filename.extension End your FTP session:quit

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Reporting a problem to IBM Support You can contact IBM® Support with a problem. See also:

To contact IBM Support Parent topic:Contacting IBM Support

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To contact IBM Support Procedure

Define the problem, gather background information, and determine the severity ofthe problem. For help, see the Contacting IBM® in the Software SupportHandbook: techsupport.services.ibm.com/guides/beforecontacting.htmlGather diagnostic information.Submit your problem to IBM Support in one of the following ways:

Using IBMSupport Assistant (ISA): Online: Click the Report problems tab on the IBM Software Support site:www.ibm.com/software/support/probsub.htmlBy phone: For the phone number to call in your country, go to the Contacts pageof the Software Support Handbook:techsupport.services.ibm.com/guides/contacts.html

What to do next If the problem you submit is for a software defect or for missing or inaccuratedocumentation, IBM Support creates an Authorized Program Analysis Report(APAR). The APAR describes the problem in detail. Whenever possible,IBMSupport provides a workaround that you can implement until the APAR is resolvedand a fix is delivered. IBM publishes resolved APARs on the IBM Support web sitedaily, so that other users who experience the same problem can benefit from thesame resolution. Parent topic:Reporting a problem to IBM Support

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Troubleshooting If you encounter issues while running InfoSphere® CDC, you have a number ofoptions for tracking and troubleshooting issues to help with problem resolution. There are three methods that you can use in InfoSphere CDC for tracking andtroubleshooting issues:

Data Collection with the IBM® Support Assistant (ISA DC)Management Console Support AssistantThe dmsupportinfo command, which is executed on the replication engine

If you are trying to troubleshoot issues with InfoSphere CDC version 10.2 or later onLinux, UNIX and Windows operating systems, you should use the ISA DC toolunless otherwise instructed by IBM Technical Support. In this section, you will learn:

Using the IBM Support Assistant (ISA DC) Contacting IBM Support IBM Support provides assistance with product defects.

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Using the IBM Support Assistant (ISA DC) You can use the IBM® Support Assistant Data Collection tool (ISA DC) to collectInfoSphere® CDC data to provide to IBM Technical Support to assist you introubleshooting issues with InfoSphere CDC, to request a product enhancement orto ask a question about InfoSphere CDC. ISA DC can be used with InfoSphere CDC replication engines that are version 10.2or later, except InfoSphere CDC for z/OS®. The ISA DC tool is included in the InfoSphere CDC installation process, and doesnot require configuration. The executable files are located in the isa folder in theInfoSphere CDC directory. Simply run the isadc.bat, isadc.sh or index.html file, asappropriate, to launch the tool. Prerequisites and considerations for using ISA DC The following prerequisite must be satisfied on the machine on which ISA DC will berun, in order to successfully use the tool:

IBM JRE/JDK version 1.6 or laterThe following issues should be taken into consideration before you attempt to useISA DC:

ISA DC cannot be run remotely. It must be run on the machine where the instanceis configured.ISA DC cannot be used to collect data from InfoSphere CDC for z/OS.If InfoSphere CDC is installed but you have not configured an instance or areunable to configure an instance, ISA DC can still be used to collect minimal data toassist IBM Technical Support in resolving the issue.

See also:

To use ISA DC to collect data for a product problem (command line) To use ISA DC to collect data for a product problem (GUI) To use ISA DC to collect data for a question or an enhancement request(command line) To use ISA DC to collect data for a question or an enhancement request(GUI)

Parent topic:Troubleshooting

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To use ISA DC to collect data for a product problem(command line) Procedure

Launch the IBM® Support Assistant.Run the isadc.bat or isadc.sh file, located inthe isa\isadc folder in the root directory of the InfoSphere® CDC instance. Enter 1 to accept the license agreement and press Enter.After the licenseagreement has been accepted, it will not be shown again. Provide a file name and press Enter.The name provided will be given to the .zipfile containing the data collection results. If you do not want to assign a name to the data collection results, press Enterand a default name will be used. Enter 1 to confirm your chosen file name and press Enter to continue.Enter 1 to run the InfoSphere Change Data CaptureSupport Assistant DataCollector and press Enter.The Welcome page is displayed. Read the Welcome page information and enter 1 to proceed. Press Enter.Enter 1 to collect data for a product problem and press Enter.Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3 andpress Enter. Select the name of the InfoSphere CDC instance for which data will be collected.If you have multiple instances of InfoSphere CDC configured, you will be askedto select which instance for which you want to collect. Enter the correspondingnumber for the instance name and press Enter. If you have a single InfoSphere CDC instance configured, it will be selectedautomatically and this step will be skipped. Even if you do not have an instance configured, ISA DC will still collect whatdata is available. If no instance is configured, you can skip to Step 14. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3 andpress Enter. If your selected instance is not running, you will be alerted by ISA DC. As onlyminimal data is available if the instance is stopped, it is preferable that theinstance be running during data collection.Try to start your instance. When theinstance is running, enter 1 and press Enter. If you cannot start your instance and want to continue the data collectionprocess, enter 2 and press Enter.

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Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3 andpress Enter. If the instance is running, you will be asked for information regarding when theproblem occurred.

Enter the date and time when you think the problem began and press Enter.This information must be entered in the following format: yyyy-mm-ddhh:mm:ss Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter. Determine the period of time for which the data will be collected and pressEnter.The amount specified will be applied as a before value and an aftervalue to the date and time specified previously. For example, if you select 1Day as the time period, data will be collect for 24 hours before the specifieddate and time and for the 24 hours after the specified date and time. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter.

Select the method to transfer the data collection archive file and press Enter.Choose one of the following options:

Send using secure transfer to IBM Support (HTTPS)—Sends the .zip file toIBM Support using a secure protocol.Send using FTP to IBM Support (unencrypted)—Sends the .zip file to IBMSupport using an unencrypted protocol.Send using FTP to another location (unencrypted)—Sends the .zip file to arecipient of your choice, using an unencrypted protocol.End the collection without sending—Ends the data collection and createsthe .zip file, but does not transfer it.

Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3 andpress Enter. If you chose to end the collection without sending the output, ISA DC will notifyyour when the .zip file has been successfully created. Enter 1 and press Enter toexit the application.If you chose to transfer the file using HTTPS, follow these steps:

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enter an email address and press Enter. If you do not want to receiveconfirmation, press Enter to continue. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter. Enter the PMR number that was given to you by IBM Technical Support andpress Enter. Ensure that the PMR number follows the required namingconvention of PMRNumber.BranchNumber.CountryCode. If an unknownPMR number is entered, you will be asked to correct the PMR number andre-send the data. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter.

If you chose to transfer the file to IBM Technical Support using unencryptedFTP, follow these steps:

Enter the PMR number that was given to you by IBM Technical Support andpress Enter. Ensure that the PMR number follows the required namingconvention of PMRNumber.BranchNumber.CountryCode. If an unknown PMRnumber is entered, you will be asked to correct the PMR number and re-sendthe data. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter.

If you chose to transfer the file using unencrypted FTP, follow these steps:Enter the FTP host name and press Enter.Enter the user name and press Enter.Enter the password for the user name and press Enter.Enter the path for the directory on the FTP server and press Enter.Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter.

When you receive notice that the operation has completed successfully, enter 1and press Enter to exit the application.

Parent topic:Using the IBM Support Assistant (ISA DC)

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To use ISA DC to collect data for a product problem(GUI) Procedure

Launch the IBM® Support Assistant.Run the index.html file, located in theisa\isadc folder in the root directory of the InfoSphere® CDC instance. Read the license agreement and click OK to accept it.After the licenseagreement has been accepted, it will not be shown again. Click Start.The Welcome screen opens. Click OK.Select A product problem from the drop down box.Click OK.Select the name of an InfoSphere CDC instance from the drop down list andclick OK.If you have multiple instances of InfoSphere CDC configured, you willbe asked to select which instance for which you want to collect. If you have a single InfoSphere CDC instance configured, it will be selectedautomatically and this step will be skipped. If your selected instance is not running, you will be alerted by ISA DC. As onlyminimal data is available if the instance is stopped, it is preferable that theinstance be running during data collection.Try to start your instance. When theinstance is running, select Yes, I have started the instance from the drop downbox and click OK. If you cannot start your instance and want to continue the data collectionprocess, select No, continue with minimal data collection from the drop downbox and click OK. If the instance is running, you will be asked for information regarding when theproblem occurred. Enter the date and time when you think the problem beganand click OK.This information must be entered in the following format: yyyy-mm-dd hh:mm:ss. Determine the period of time for which the data will be collected and click OK.Choose one of the following values:

6 hours12 hours1 Day2 Days7 Days

The amount specified will be applied as a before value and an after value to thedate and time specified previously. For example, if you select 1 Day as the timeperiod, data will be collect for 24 hours before the specified date and time andfor the 24 hours after the specified date and time.

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If you chose to end the collection without sending the output, select Do nottransfer data to IBM. ISA DC will notify you when the .zip file has beensuccessfully created.If you want to transfer the data to IBM using a secure transfer (HTTPS), selectthe Transfer to IBM option.

Choose the HTTPS transfer type option.Enter the PMR number that was given to you by IBM Technical Support.Ensure that the PMR number follows the required naming convention ofPMRNumber.BranchNumber.CountryCode. If an unknown PMR number isentered, you will be asked to correct the PMR number and re-send the data. Enter your email address.Click Transfer.

If you want to transfer the data to IBM using unencrypted FTP, select theTransfer to IBM option.

Choose the FTP transfer type option.Enter the PMR number that was given to you by IBM Technical Support.Ensure that the PMR number follows the required naming convention ofPMRNumber.BranchNumber.CountryCode. If an unknown PMR number isentered, you will be asked to correct the PMR number and re-send the data. Click Transfer.

If you choose to send the data to a location other than IBM using unencryptedFTP, click Transfer to another server via FTP

Enter the email address or IP address of the recipient in the Hotmail/IPAddress field.Enter the user name.Enter the password.Enter the path for the directory on the FTP server.Click Transfer.

When you receive notice that the operation has completed successfully, clickBrowse directory if you want to see the file you created or click Start NewCollection to collect more data.To exit the application, close your browser tab orwindow.

Parent topic:Using the IBM Support Assistant (ISA DC)

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To use ISA DC to collect data for a question or anenhancement request (command line) Procedure

Launch the IBM® Support Assistant.Run the isadc.bat or isadc.sh file, located inthe isa\isadc folder in the root directory of the InfoSphere® CDC instance. Enter 1 to accept the license agreement and press Enter.After the licenseagreement has been accepted, it will not be shown again. Provide a file name and press Enter.The name provided will be given to the .zipfile containing the data collection results. If you do not want to assign a name to the data collection results, press Enterand a default name will be used. Enter 1 to confirm your chosen file name and press Enter to continue.Enter 1 to run the InfoSphere Change Data CaptureSupport Assistant DataCollector and press Enter.The Welcome page is displayed. Read the Welcome page information and enter 1 to proceed. Press Enter.Enter 2 to collect data for a question or an enhancement request and pressEnter.Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3 andpress Enter. Select the method to transfer the data collection archive file and press Enter.Choose one of the following options:

Send using secure transfer to IBM Support (HTTPS)—Sends the .zip file toIBM Support using a secure protocol.Send using FTP to IBM Support (unencrypted)—Sends the .zip file to IBMSupport using an unencrypted protocol.Send using FTP to another location (unencrypted)—Sends the .zip file to arecipient of your choice, using an unencrypted protocol.End the collection without sending—Ends the data collection and createsthe .zip file, but does not transfer it.

Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3 andpress Enter. If you chose to end the collection without sending the output, ISA DC will notifyyour when the .zip file has been successfully created. Enter 1 and press Enter toexit the application.If you chose to transfer the file using HTTPS, follow these steps:

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enter an email address and press Enter. If you do not want to receiveconfirmation, press Enter to continue. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter. Enter the PMR number that was given to you by IBM Technical Support andpress Enter. Ensure that the PMR number follows the required namingconvention of PMRNumber.BranchNumber.CountryCode. If an unknownPMR number is entered, you will be asked to correct the PMR number andre-send the data. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter.

If you chose to transfer the file to IBM Technical Support using unencryptedFTP, follow these steps:

Enter the PMR number that was given to you by IBM Technical Support andpress Enter. Ensure that the PMR number follows the required namingconvention of PMRNumber.BranchNumber.CountryCode. If an unknown PMRnumber is entered, you will be asked to correct the PMR number and re-sendthe data. Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter.

If you chose to transfer the file using unencrypted FTP, follow these steps:Enter the FTP host name and press Enter.Enter the user name and press Enter.Enter the password for the user name and press Enter.Enter the path for the directory on the FTP server and press Enter.Enter 1 to process your input and continue collecting data. Press Enter.If youwant to cancel the collection, enter 2 and press Enter. If you want to go back and change your input for the previous step, enter 3and press Enter.

When you receive notice that the operation has completed successfully, enter 1and press Enter to exit the application.

Parent topic:Using the IBM Support Assistant (ISA DC)

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To use ISA DC to collect data for a question or anenhancement request (GUI) Procedure

Launch the IBM® Support Assistant.Run the index.html file, located in theisa\isadc folder in the root directory of the InfoSphere® CDC instance. Read the license agreement and click OK to accept it.After the licenseagreement has been accepted, it will not be shown again. Click Start.The Welcome screen opens. Click OK.Select A question or enhancement request from the drop down box.Click OK.If you chose to end the collection without sending the output, select Do nottransfer data to IBM. ISA DC will notify you when the .zip file has beensuccessfully created.If you want to transfer the data to IBM using a secure transfer (HTTPS), selectthe Transfer to IBM option.

Choose the HTTPS transfer type option.Enter the PMR number that was given to you by IBM Technical Support.Ensure that the PMR number follows the required naming convention ofPMRNumber.BranchNumber.CountryCode. If an unknown PMR number isentered, you will be asked to correct the PMR number and re-send the data. Enter your email address.Click Transfer.

If you want to transfer the data to IBM using unencrypted FTP, select theTransfer to IBM option.

Choose the FTP transfer type option.Enter the PMR number that was given to you by IBM Technical Support.Ensure that the PMR number follows the required naming convention ofPMRNumber.BranchNumber.CountryCode. If an unknown PMR number isentered, you will be asked to correct the PMR number and re-send the data. Click Transfer.

If you choose to send the data to a location other than IBM using unencryptedFTP, click Transfer to another server via FTP

Enter the email address or IP address of the recipient in the Hotmail/IPAddress field.Enter the user name.Enter the password.Enter the path for the directory on the FTP server.Click Transfer.

When you receive notice that the operation has completed successfully, clickBrowse directory if you want to see the file you created or click Start NewCollection to collect more data.To exit the application, close your browser tab or

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Contacting IBM Support IBM® Support provides assistance with product defects. Before contacting support, ensure you have the appropriate information for IBMSupport. Also, your company must have an active IBM software maintenancecontract, and you must be authorized to submit problems to IBM. For informationabout the types of maintenance contracts available, see Enhanced Support in theSoftware Support Handbook at: techsupport.services.ibm.com/guides/services.html In this section, you will learn:

Determining your version of InfoSphere CDC Before contacting support, ensure you identify the version and build number of theInfoSphere® CDC product you are currently running.Collecting InfoSphere CDC information for IBM Support To help IBM Support understand and troubleshoot your problem, provide as muchInfoSphere CDC information to them as possible. Collecting performance statistics on a subscription for IBM Support When encountering a performance issue with your subscriptions, the IBM Supportteam requires statistics information to properly analyze the subscription. By default,collecting statistics for a subscription is automatically enabled.Exchanging information with IBM Support To diagnose or identify a problem, it is sometimes necessary to provide IBMSupport with data and information from your system. In other cases, IBM Supportmight provide you with tools or utilities to use for problem determination.Submitting diagnostic information to IBM can help IBM Support begin a ProblemManagement Report (PMR). If you have a problem and have opened a PMR tofind a solution, problem determination data is needed to find a solution.Reporting a problem to IBM Support You can contact IBM Support with a problem.

Parent topic:Troubleshooting

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