aix vug esupport

© 2013 IBM Corporation

IBM Electronic Support for AIX and Power Systems

The ultimate system for

Compute Intensive workloads

AIX Virtual User Group

Julie Craft

June 27, 2013

© 2013 IBM Corporation2

IBM Electronic Support – easy, fast, smart

� IBM Support Portal� Information

Centers� Product

documentation� IBM Redbooks� Whitepapers and

more

� My Notifications� IBM Systems Director� Automated Problem

Reporting� Electronic Service Agent

� OS, Software and firmware

� Fix Central� IBM Systems

Director Update Manager

� FLRT

� Troubleshooting documents

� Problem determination guides

� Before you contact IBM Support

� Online service requests

� Technical Support Chat

� Tutorials and training

� IBM Education Assistant

� developerWorks� Online Support

Communities


IBM Support Portal – Gateway to electronic support portfolio

support.ibm.com


IBM Support Portal – Sign in

Sign in with IBM Sign in with IBM ID and ID and

password to password to customize the customize the

pagepage

Sign in to:

• Retrieve saved product selection list

• Customize the page content and layout

• Access support contracts

• Manage your subscriptions

• Download fixes (required for most downloadable code)

• Open and manage service requests

• Access entitled documents


Register for IBM ID and password� Register just once, using your e-

mail address for IBM ID

� Sign in using IBM ID / password

created on any IBM site

RegisterRegister

Sign in to:

– Customize the Support Portal

– Access My Notifications

– Access the SR tool

– View entitled content

– Download fixes and updates


IBM Support Portal – View your page

Choose a Choose a different page different page

to view to view content content

relevant to relevant to that task that task

Content Content displayed in displayed in the center of the center of

the page the page depends on depends on the products the products

selectedselected Additional useful Additional useful support links and support links and product related product related information is information is

easily accessible easily accessible from any portal from any portal

pagepage

Enhanced Enhanced search helps search helps

you find you find information information

quicklyquickly

Find flashes Find flashes and alerts and alerts

quicklyquickly


IBM Support Portal – Customize the page

� Modules display in center of page.

Content is based on selected products

and task

� Move them – up,

down, left or right

� Remove them

� Add new modules

from the list that

displays to the right

by dragging and

dropping modules

to the center

Click the + to Click the + to see available see available modules to modules to drag to the drag to the

center of the center of the pagepage

Click Click Customize this Customize this page to set up page to set up your unique your unique

web experienceweb experience


IBM Support Portal – Choose a page

Choose a page Choose a page based on the based on the task you want task you want

to perform. to perform.

Content tagged Content tagged for that task for that task displays in displays in modulesmodules


IBM Support Portal – Manage your product listSave a list of Save a list of

up to 100 up to 100 products and products and

select the select the active 10 active 10 productsproductsQuickly Quickly

search for search for products to products to add to your add to your list and viewlist and view

Work with Work with your active your active

product list to product list to change the change the

content in the content in the portalportal

Remove Remove products from products from the list or add the list or add

additional additional information information

such as OS or such as OS or versionversion

Set up your Set up your product list product list and share it and share it

with others so with others so they get the they get the same viewsame view

Find products Find products to add by to add by

searching or searching or browsingbrowsing


Product list

Software



� My Notifications� IBM Systems Director� Automated Problem Reporting� Electronic Service Agent� My Systems


Prevent problems & Stay current

My notifications

� Consolidated – complimentary

subscription includes software and hardware products

� Requires IBM ID sign in

� Customizable – based on product

family, each user selects:

– Products

– Document types

– Daily or weekly updates

– Delivery through email, RSS feeds, or

Support Portal

� Ability to create multiple subscriptions

� Flashes and alerts help you avoid

known problems. Include in your

subscription or see Flashes and alerts module on Troubleshooting page


My notifications – Creating subscriptions

Click Click SubscribeSubscribe

Choose a Choose a product product family or family or productproduct Or search Or search

for your for your product product


� Customize your subscription

� Select a web folder for this

subscription or create a new one

� Choose the delivery method

and frequency

� For some products, you can select the specific information

you want to receive

� Click Submit to create the subscription

� Notifications also

automatically appear on the Support Portal home page in the Notifications module

My notifications – Setting delivery and frequency



� IBM Support Portal� Information Centers� Product documentation� IBM Redbooks� Whitepapers and more


Find information

Information Centers, product documentation & Redbooks

� Questions about a product?

� Information Centers = product

documentation

� Available for hardware and software

� Eclipse-based documents

� Built-in search makes it easy to find information

IBM Redbooks, Redpapers, IBM Redbooks, Redpapers, and white papers available and white papers available

for many productsfor many products



� OS, Software and firmware� Fix Central� IBM Systems Director Update

Manager� FLRT


Download fixes and upgrades

Finding fixes

� Choose Downloads page

� Locate your product in the Downloads and fixes module

� Each product with downloads

includes a link to Fix Central or another repository

� Fix Central lets you search by:– APAR

– Fix ID

– Arbitrary text

– Search for recommended groups

– Filter search results by category, product, release, and platform

– Include prerequisite and co-requisite fixes


Fix Central – Central repository for downloadable content

� Support Portal links will

take you directly to Fix

Central

� AIX supplies TL life chart

� Filter types (TLs or SPs) or

by TL


Fix Central changes

Power firmware


Entitlement check for hardware


View Terms and Conditions


Power & AIX Bulletin Archives


pSearch

Power/AIX search tool in Fix Central


Sibling APAR doc and fileset information – coming in July


Sibling doc


Fileset information


The Fix Level Recommendation Tool (FLRT) provides minimum recommended fix level information on key components of IBM Power Systems running the AIX, IBM i and Linux operating systems. FLRT can be useful for those who are planning to upgrade key components or for those wishing to verify the current health of a system.

Used by clients and support centers for both health checks and planning

– For health checks: “I’m told to update the HMC. But what does IBM recommend I do with the other product fix levels?”

– FLRT is widely used to look for cross product fix recommendations when a client needs to update one or more components of his Power Systems solution.

– For planning: “Time to move up to new versions of IBM software. What if I upgrade one product? Do other products need to be upgraded, too?”

– FLRT is a great “What If?” tool for system administrators wanting to move up.

FLRT for Power SystemsFix Level Recommendation Tool


Fix Level Recommendation Tool - FLRT

www.ibm.com/support/customercare/flrt

� New multi-LPAR support

� Inventory save & upload

� PureSystems Power

compute node support

� VIOS to NIM Master

mapping


Fix Level Recommendation Tool - FLRT

� Release date of fixes

� End of Service Pack Support

(EoSPS)

� Recommended updates and

upgrades


FLRT Inventory Save

� After making selections,

select ‘Save inventory’

� Right click and select

‘Save link as…’

� Save to .txt file


FLRT Inventory Upload

� Select ‘Load saved

inventory’

� Select your saved

inventory file

� ‘Submit’ for a report or

‘Load’ to make changes


VIOS to NIM Master mapping


Coming soon – HIPER and security tables

7100-01-05

JFS2 FILESYSTEM HANG IN BMASSIGN

IV20607 7100-01-05 http://www-01.ibm.com/support/docview.wss?uid=isg1IV20607

REDUCE EARLY WORKING STORAGE PAGING

IV27014 IV27014s05.epkg.Z

http://www-01.ibm.com/support/docview.wss?uid=isg1IV27014

SYSTEM CRASH DUE TO FREED SOCKET WHEN SOCKETPAIR() CALL USED

IV21235 IV21131s03.epkg.Z

http://www-01.ibm.com/support/docview.wss?uid=isg1IV21235

AIX TL/SP Abstract APAR / CVE number

Fix Type link to APAR / bulletin


Security

7100-02-00

Perl Digest Module "Digest->new()" Code Injection

IV10197CVE-2011-3597

interim https://www14.software.ibm.com/webapp/set2/subscriptions/onvdq?mode=7&heading=AIX61&path=/201301/SECURITY/20130128/datafile163800&label=UPDATE%20-%20AIX%20Perl%20Digest%20Module%20%22Digest-%3Enew%28%29%22%20Vulnerability%20CVE-2011-3597

AIX NFSv4 vulnerability IV11502CVE-2012-4817

PTF https://www14.software.ibm.com/webapp/set2/subscriptions/onvdq?mode=7&heading=AIX61&path=/201209/SECURITY/20120913/datafile151835&label=AIX%20NFSv4%20Vulnerability%20CVE-2012-4817

AIX TL/SP Abstract APAR / CVE number

Fix Type link to APAR / bulletin


By IssueAbstract AIX TL/SP APAR link to APAR fileset levels SPs effected Interim fix, PTF or

Service Pack

A tcpconnection can hang and never send the last bytes

7100-02-02 IV31960 http://www-01.ibm.com/support/docview.wss?uid=isg1IV31960

< bos.net.tcp.client7.1.2.15

7100-02-00, 7100-02-01 7100-02-02



7100-01-00, 7100-00-01, 7100-01-02, 7100-01-03, 7100-01-04, 7100-01-05, 7100-01-06

7100-01-07



7100-00-00, 7100-00-01, 7100-00-02, 7100-00-03, 7100-00-04, 7100-00-05, 7100-00-06, 7100-00-07, 7100-00-08

7100-00-09



7100-00-00, 7100-00-01, 7100-00-02, 7100-00-03, 7100-00-04, 7100-00-05, 7100-00-06, 7100-00-07, 7100-00-08

IV33434.epkg.Z



6100-07-00, 6100-07-01, 6100-07-02, 6100-07-03, 6100-07-04, 6100-07-05, 6100-07-06

IV32392.epkg.Z



6100-06-00, 6100-06-01, 6100-06-02, 6100-06-03, 6100-06-04, 6100-06-05, 6100-06-06, 6100-06-07, 6100-06-08, 6100-06-09, 6100-06-10

IV33483.epkg.Z


System Software Maps

https://www-304.ibm.com/support/docview.wss?uid=ssm1maps&wv=1



� Troubleshooting documents� Problem determination guides


Support Portal Troubleshooting page

View View RETAINRETAIN® tips tips

with with solutions and solutions and

links to links to updatesupdates

Find out what Find out what to do before to do before contacting contacting

supportsupport

Look up the Look up the status of the status of the warranty for warranty for

your systemsyour systems

Find links to Find links to additional additional support support

resources resources available to available to

youyou

Upload Upload diagnostic diagnostic data to IBM data to IBM

SupportSupport

Easily find the Easily find the newest newest

troubleshooting troubleshooting information information



� Before you contact IBM Support

� Online service requests� Technical Support Chat� IBM Assist on-Site


Service Request & ESC+


Service Request YouTube video

https://www.youtube.com/watch?v=nJhPpSG_Xq8


http://tinyurl.com/mrhq98j


Work with IBM Support

Top 10 Tips for Submitting AIX problems

� Always check the error logs before you open a problem.

� Be clear and precise on the problem description and severity

– Indicate exactly the error received (entire error code, LEDs, error report entries).

– Provide clear description of the problem and your environment - analysts do not know your environment nuances.

� Include all OS, fix and patch levels in the PMR with you open it. Include TL and service

packs levels.

� The three most common data gathering tools are snap, zsnap or perfpmr.

– Snap comes pre-installed on AIX systems. You may be asked to download the latest versions of

zsnap or perfpmr to gather additional data.

� Make absolutely sure you follow the naming standard in uploading data. Update the PMR with filename and location of where uploaded.

� Be sure to execute any steps given by the support analyst precisely.

– Deviating from what the analyst asks you introduces new variables into the problem determination

and can delay resolution.

� Don't be afraid to ask questions. If something is unclear or you are concerned about doing something the analyst asks you to, speak up.

� If asking a 'how to' question, explain what you are trying to accomplish.

� Utilize resources such as Developerworks, Redbooks, forums, etc., for ‘how to’ information.

� Follow up! Don't be afraid to ask for status if you don't hear back from support after a

reasonable amount of time.


Work with IBM Support

Electronic Service Call

� Place and monitor hardware

service requests

electronically

� Reduce the time spent in voice communication

� Place a service request

� Monitor status

� Cancel a request

� Provide additional information needed to

resolve your problem



� Tutorials and training� IBM Education Assistant� developerWorks� Online Support

Communities


Learn more - Customer Replaceable Unithttp://www-947.ibm.com/support/entry/portal/docdisplay?lndocid=POWR-MOVIES&brandind=5362951

� Online learning modules embedded in product Information Centers

� Customer replaceable unit installation and removal videos


� In-depth technical information for

developers and administrators

� New technology introductions

� Technical tutorials and training

� Downloads

� Communities and forums

Learn moredeveloperWorks


Learn more Online Support Communities

Find Find forums, forums,

blogs, and blogs, and wikiswikis


Software Product Compatibility Reports

� Externally available Web tool

• Used by Customers and Customer

facing teams to create product version,

release, mod level centric reports

• Reports viewed as “top level” sheets

• Users are able to determine what works

together at a glance

• URL

– http://publib.boulder.ibm.com/infocenter/prodguid/v

1r0/clarity/index.jsp

� Designed to complement existing Info

Centers

http://publib.boulder.ibm.com/infocenter/prodguid/v1r0/clarity/index.jsp


What Software is available on AIX 7.1?

In seconds a user has the answer to their critical business question

I AIX 7.1


Power Twitter accounts

Please follow the accounts for your products.

� @IBMPowereSupp - IBM Power eSupport – News on latest firmware

levels, support news and more

� @IBMAIX_eSupp – IBM AIX eSupport – Security advisories, HIPERs,

latest service packs and more

� @IBMClustereSupp – IBM Cluster software eSupport – latest fixes for

software and technical docs

� @IBMVirtualeSupp – IBM Virtualization software eSupport – VIOS fixes

and technical docs

� @IBM_FLRT – IBM Fix Level Recommendation Tool – FLRT – latest news

and release info

� @IBM_i_eSupp – IBM i eSupp – latest fixes and links to get info

� @IBMPlateSupp – IBM Platform Computing eSupport – latest support

news

� @IBMPwrLinux – IBM Power Linux eSupport – links to wikis, new on

updates to support tools



Stay up-to-date on new IBM electronic support offerings

Follow us on Twitter, YouTube and the IBM Electronic Support blog

aix vug esupport

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