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Troubleshooting and support
To isolate and resolve problems with your HCL software, you can use the troubleshooting, messages, and support information. This information contains instructions for using the problem determination resources that are provided with your HCL products.
Troubleshooting a problem
Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.
Problems and solutions
Solution information helps you to understand the causes of an issue with your product and learn what to do to diagnose or resolve the problem.
Updating your Global Knowledge Base (GKB) database
HCL support provides monthly update to the Global Knowledge Base (GKB). so that you can keep your product inventory definitions up-to-date. You can also submit items to HCL support for inclusion in GKB updates.

Troubleshooting and support
To isolate and resolve problems with your HCL software, you can use the troubleshooting, messages, and support information. This information contains instructions for using the problem determination resources that are provided with your HCL products.
- Troubleshooting a problem
  Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem.
  - Problems and solutions
    Solution information helps you to understand the causes of an issue with your product and learn what to do to diagnose or resolve the problem.
    - Resolving Db2 SQLCODE -805 error for DSNACLI plan
      If you receive a SQLCODE -805 error, operational jobs fail.
    - Insufficient space in the Db2® work file database
      When processing large amounts of data, you can encounter insufficient space in the Db2® work file database.
    - Preventing Db2 timeouts/deadlocks during Inquisitor or Usage imports
      Batch import jobs from the Inquisitor or the Usage Monitor require exclusive access to tables in the Repository database to prevent timeouts or deadlocks.
    - Improving Db2 performance
      For DB2 sites, HCL Z Asset Optimizer operational jobs are usually run during off-peak so it is important that all IQ Import and Usage Import jobs must complete during the batch window.
    - Updating your Global Knowledge Base (GKB) database
      HCL support provides monthly update to the Global Knowledge Base (GKB). so that you can keep your product inventory definitions up-to-date. You can also submit items to HCL support for inclusion in GKB updates.

Updating your Global Knowledge Base (GKB) database

HCL support provides monthly update to the Global Knowledge Base (GKB). so that you can keep your product inventory definitions up-to-date. You can also submit items to HCL support for inclusion in GKB updates.

Symptoms

Products displayed in the Analyzer reports are not correct.

Causes

The GKB database does not contain the latest updates.

Diagnosing the problem

To verify the latest version of the GKB database, check the log in HZASIQIM job for GKB Version = yymmdd. The yymmdd variable represents the version of GKB monthly update that is applied at your site.

Resolving the problem

Refer to the section Updating the Global Knowledge Base Updating the Global Knowledge Base on how to download and update the latest copy of the GKB database.