For any unexpected event, for example, an unexpected database crash, proceed as follows:
1.
Do not panic under any circumstances.
2.
Get a clear understanding of the nature of the problem. To do so, try to answer the following questions: 3W“Où
Can the problem be reproduced? 3W“Où
Which components are exactly involved (for example, the operating system, the database itself, SAP system components, client, and server)? 3W“Où
Is the system still operable?
3.
Check the db2diag.log and try to find an indication of the root cause.
4.
Try to correct the root cause of the problem.
5.
Collect data using the db2support tool.
In most cases, it is sufficient to enter the following command:db2support <output directory> –d <database name> -g -c –s -f
A file (db2support.zip) is created in the output directory that contains the relevant data for support purposes.
CAUTION
If you cannot connect to the database, omit option –c.
6.
If you are not able to solve the problem or if you require clarification about the root cause of the problem, open a customer message on SAP Service Marketplace and attach the collected data (see step 3).