Support tools and contacting Support

This section describes the tools available to help you collect information and contact support if you are unable to troubleshoot an error or issue.

Accessing the Axway Support site

From Axway Support at https://support.axway.com, click to select Contact us for the email address and phone number of your nearest Axway support site.

Opening a Support case

Before contacting Customer Support, we suggest that you start by using the Axway online patch library to see if there is a patch available for your problem, or by searching for a solution in the Knowledge Database. If you still need to contact Support, have the following information available if possible:

  • Product version
  • Operating system
  • Cft_support (see Support tools)

To submit a Support request, you can do the following:

  • Submit and track your request through the Axway Support site at support.axway.com.
  • Each time you submit a support request, that request is assigned a unique number. Use this specific number when you contact Customer Support concerning that case.
  • You must have a user account to submit a Support request.

Using CFT_support

The cft_support tool collects all of the needed information from the customer's Transfer CFT installation environment, including the static configuration (PARM/PART), Unified Configuration parameters (UCONF), catalog information, communication media file status (CFTCOM), log files, execution environment (variables), disk space, and so on. This information is then packaged into a archive file called cft-support-<date>(.tar.gz|.zip).

Note When using the cft_support tool on other Operating Systems, refer to the OS-specific guide for the correct syntax.

UNIX/Windows /OpenVMS

In command line enter: cft_support collect

IBM i

The CFTSUPPORT command executes the CFTSUPPORT program by submitting the script CFTPGMn/CFTSRC MBR(B_SUPPORTn), which retrieves information about the Transfer CFT. In the script name, the 'n' value represents the Transfer CFT environment number (from 1 to 5).

z/OS

Run the JCL XSUPPORA. You can transfer the resulting file to a Windows system, zip, and attach to an email request.

Activating Transfer CFT traces when a problem occurs during the transfer

Note ATM traces are available only when using Transfer CFT  Local Administration. However Central Governance managed Transfer CFT is the recommended version.

Transfer CFT traces are managed by the Advanced Trace Manager (ATM) component. ATM is a problem resolution assistance tool that is used to save Transfer CFT information, and retrieve previously saved Transfer CFT information.

You may need to initiate tracing in order to assist Transfer CFT Support service if an error occurs. The Transfer CFT Support service can analyze the traces to better help you resolve the issue. How to use ATM traces

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