Question & Answer
Question
What steps can you follow to gather additional information for IBM Rational ClearQuest Support in resolving issues with the ClearQuest Web Java Server?
Answer
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- 2. Troubleshooting
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The following sections provide MustGather details for the specific ClearQuest versions and operating systems. Click on the section heading to expand that section.
Diagnostic Automation with IBM Support Assistant
| You can automate these data collection steps for Windows and UNIX/Linux for ClearQuest 7.0.x. To do so, download IBM Support Assistant Lite for ClearQuest 7.0.x. You can find download, usage information and additional collector details in technote 1409491 The tool automates the following data collection base on this MustGather:
It is recommended that you run these collectors with administrator privileges. |
MustGather data collection for ClearQuest 7.0.x Windows Web server
| Collecting data for version 7.0.x
Gather Rational Software information Get the Rational Product versions and patch levels of every Rational product installed on the server. Collecting ClearQuest Web system information Gather the OS version and service pack level. Get the free disk space for the C drive and the install drive if different. Include the Virus software and firewall software's brand and version. Provide information on the login that performed the installation, was it the administrator account, a user with administrator privileges, or just a regular user account. Collecting ClearQuest Web configuration information Gather the following configuration files <install dir>\Rational\common\rwp\EmbeddedExpress\profiles\profile1\ <install dir>\Rational\common\rwp\EmbeddedExpress\profiles\plugin_cfg.xml <install dir>\Rational\Common\rwp\EmbeddedExpress\profiles\profile1\installedApps <install dir>\Rational\Common\rwp\EmbeddedExpress\profiles\profile1\installedApps <install dir>\Rational\Common\rwp\EmbeddedExpress\profiles\profile1\installedApps <install dir>\Rational\ClearQuest\cqweb\cqserver\config\jtl.properties <install dir>\Rational\ClearQuest\cqweb\cqserver\config\common.properties <install dir>\Rational\ClearQuest\cqweb\csm.properties In addition, if SSL is enabled, include this file as well <install dir>\Rational\common\rwp\IHS\conf\ssl.conf Collecting ClearQuest Web Logging information Stop ClearQuest Web services or restart your machine In the Windows Services screen, stop "IBM HTTP Server" In the Windows Services screen, stop "IBM WebSphere Application Serve V6 - RWP servlet" In the Windows Services screen, stop "IBM Rational ClearQuest Registry Server" Enable ClearQuest Core trace. Download the file core_trace_for_web_enable.reg on your Web server. Double click on the file to update the Windows registry Note: If you are running each of the ClearQuest Web components on different servers, enable the trace on the server running the ClearQuest Registry Server. Remove all previous log files In the following folders: <install dir>\Rational\common\rwp\EmbeddedExpress\profiles\profile2\logs\server2 <install dir>\Rational\common\rwp\IHS\logs <install dir>\Rational\ClearQuest\cqweb\cqserver\logs <install dir>\Rational\ClearQuest\cqweb\cqregsvr\logs Delete all the existing logs as well any existing ClearQuest trace logs (which should be on the root of the "C" drive) Edit the following files 1: <install dir>\Rational\ClearQuest\cqweb\cqregsvr\config\logging.xml <install dir>\Rational\Common\rwp\EmbeddedExpress\profiles\ profile1\installedApps\DefaultNode\RationalClearQuestWeb.ear\ CQWebModule.war\WEB-INF\classes\logging.xml In each, at the end of the file, there is a priority value. Please change this value to "debug" and save. Reboot the server if possible. If not, restart the services: In the Windows Services screen, start "IBM HTTP Server" In the Windows Services screen, start "IBM WebSphere Application Serve V6 - RWP servlet" In the Windows Services screen, start "IBM Rational ClearQuest Registry Server" Reproduce the error in ClearQuest Web, and log out. Shutdown the services again: In the Windows Services screen, stop "IBM HTTP Server" In the Windows Services screen, stop "IBM WebSphere Application Serve V6 - RWP servlet" In the Windows Services screen, stop "IBM Rational ClearQuest Registry Server" Collect the logs in the following directories <install dir>\Rational\common\rwp\EmbeddedExpress\profiles\profile2\logs\server2 <install dir>\Rational\common\rwp\IHS\logs <install dir>\Rational\ClearQuest\cqweb\cqserver\logs <install dir>\Rational\ClearQuest\cqweb\cqregsvr\logs as well as the ClearQuest trace logs (should be on the root "C" drive) and place them in a ZIP file Disable ClearQuest Core trace. Download the file "core_trace_for_web_disable.reg" on your web server. Double click on it to update the Windows registry. Delete all log files in
<install dir>\Rational\common\rwp\EmbeddedExpress\profiles \profilen\logs\server2 <install dir>\Rational\common\rwp\IHS\logs <install dir>\Rational\ClearQuest\cqweb\cqserver\logs <install dir>\Rational\ClearQuest\cqweb\cqregsvr\logs and ClearQuest trace logs (those should be on the root of the "C" drive) You should have the copies in your ZIP file so you don't need the log files any more. Edit the following files 1:
<install dir>\Rational\ClearQuest\cqweb\cqregsvr\config\logging.xml <install dir>\Rational\Common\rwp\EmbeddedExpress\profiles\profile1 \installedApps\DefaultNode\RationalClearQuestWeb.ear \CQWebModule.war\WEB-INF\classes\logging.xml So that the priority value at the end of the file is set to its default of "error" and save. Reboot your server if possible. If not, restart the services: In the Windows Services screen, start "IBM HTTP Server" In the Windows Services screen, start "IBM WebSphere Application Serve V6 - RWP servlet" In the Windows Services screen, start "IBM Rational ClearQuest Registry Server" Checking for Java core dump files: Check the following directories for evidence of Java core dump files... <install dir>\Rational\Common\rwp\EmbeddedExpress If these files exist, please include these in the ZIP collection of logging. Collect Windows Event Viewer logs: Access Control Panel --> Administrative Tools --> Computer Management. For each type under Event Viewer (Application, Security, System) right click and select Save Log File As. Include each of these logs in the ZIP collection. |
MustGather data collection for ClearQuest 7.0.x Linux and UNIX Web servers
| Collecting data for version 7.0.x for Linux and UNIX systems
Gather Rational Software information Get the Rational Product versions and patch levels of every Rational product installed on the server. For clearquest, this can be obtained by opening a terminal window and changing to the <install dir>/Rational/clearquest/bin folder and running: ./clearquest -ver Collecting ClearQuest Web system information Gather the unix/linux version and kernel number from your machine. This can be done by typing the following command from a terminal window: uname -a Get the umask setting by typing: umask Get the free disk space for the /tmp and the install folder by typing df -m Get a list of the environment variables by typing env Provide information on the login account that performed the installation, was it root, or was it done as pseudo root Collecting ClearQuest Web configuration information Gather the following configuration files <install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile1/ <install dir>/Rational/common/rwp/EmbeddedExpress/profiles/plugin_cfg.xml <install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1/ <install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1/ <install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1/ <install dir>/Rational/ClearQuest/cqweb/cqserver/config/jtl.properties <install dir>/Rational/ClearQuest/cqweb/cqserver/config/common.properties <install dir>/Rational/ClearQuest/cqweb/csm.properties In addition, if SSL is enabled, include this file as well <install dir>/Rational/common/rwp/IHS/conf/ssl.conf Collecting ClearQuest Web Logging information Note: The default install directory is /opt Stop ClearQuest Web services or restart your machine Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin
Launch "cqserver_shutdown.sh" from Enable ClearQuest Core trace. To enable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory. Note: If install directory is different than indicated, modifications will need to be made to accommodate your install directory Add the following line near the top of the script: Notes:
Remove all previous log files In the following folders: <install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile2/logs/server2 <install dir>/Rational/common/rwp/IHS/logs <install dir>/Rational/ClearQuest/cqweb/cqserver/logs <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs delete all the existing logs as well any existing ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs) Edit the following files 1: <install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml <install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1 /installedApps/DefaultNode/RationalClearQuestWeb.ear/CQWebModule.war /WEB-INF/classes/logging.xml In each, at the end of the file, there is a priority value. Please change this value to "debug" and save. Reboot the server if possible. If not, restart the services: Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin
Launch cqserver_startup.sh from Reproduce the error in ClearQuest Web, and log out. Shutdown the services again: Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin
Launch "cqserver_shutdown.sh" from Collect the logs in the following directories <install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile2/logs/server2 <install dir>/Rational/common/rwp/IHS/logs <install dir>/Rational/ClearQuest/cqweb/cqserver/logs <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs as well as the ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs) and place them in a ZIP or TAR file Disable ClearQuest Core trace. Delete all log files in and ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs) You should have the copies in your ZIP or TAR file so you don't need the log files any more. Edit the following files 1: <install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml <install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1 /installedApps/DefaultNode/RationalClearQuestWeb.ear /CQWebModule.war/WEB-INF/classes/logging.xml So that the priority value at the end of the file is set to its default of "error" and save. Disable ClearQuest Core trace. To disable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory. Note: If install directory is different than indicated, modifications will need to be made to accommodate your install directory Change the following lines that you had added earlier to the script to enable tracing to look like these lines below. CQ_DIAG_OUTPUT="" export CQ_DIAG_TRACE export CQ_DIAG_REPORT export CQ_DIAG_OUTPUT Reboot your server if possible. If not, restart the services: Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin Launch cqserver_startup.sh from <install dir>/Rational/clearquest/cqweb Checking for Java core dump files: Check the following directories for evidence of Java core dump files... <install dir>/Rational/Common/rwp/EmbeddedExpress/ If these files exist, please include these in the ZIP or TAR collection of logging. |
MustGather data collection for ClearQuest 2003.06.13 - 2003.06.16 Web server for Microsoft Windows
| Collecting data for versions 2003.06.13 thru 2003.06.16
If you experience issues with the ClearQuest Web server, versions 2003.06.13 or 2003.06.14, upgrade to version 2003.06.16, Service Release 6 (SR6), or later. Numerous performance issues have been addressed in these versions. If you are still experiencing problems after upgrading, contact Rational ClearQuest Support, and provide the following files and information from the Request Manager server machine: Gather Rational Software information Get the Rational Product versions and patch levels of every Rational product installed on the server. Collecting ClearQuest Web system information Gather the OS version and service pack level. Get the free disk space for the C drive and the install drive if different. Include the Virus software and firewall software's brand and version. Provide information on the login that performed the installation, was it the administrator account, a user with administrator privileges, or just a regular user account. Collecting ClearQuest Web configuration information Gather the following configuration files
<install dir>\Rational\common\rwp\conf\include\cqweb.conf <install dir>\Rational\Common\rwp\webapps\cqweb\WEB-INF\classes\common.properties <install dir>\Rational\Common\rwp\webapps\cqweb\WEB-INF\classes\pl.properties <install dir>\Rational\Common\rwp\webapps\cqweb\WEB-INF\classes\jtl.properties <install dir>\Rational\ClearQuest\cqweb\cqserver\config\jtl.properties <install dir>\Rational\ClearQuest\cqweb\cqserver\config\common.properties In addition, if SSL is enabled, include this file as well <install dir>\Rational\common\rwp\conf\ssl.conf
Additionally, look for a Java HotSpot error file, this file, if it exists, will be located at Collecting ClearQuest Web Logging information Stop ClearQuest Web services or restart your machine Launch the rwp_shutdown.bat file from <install dir>\Rational\common\rwp\bin
In the Windows Services screen, stop "IBM Rational ClearQuest Registry Server". In the Windows Services screen, stop "IBM Rational ClearQuest Request Manager". Enable ClearQuest Core trace. Download the file core_trace_for_web_enable.reg on your Web server. Double click on the file to update the Windows registry. Note: If you are running each of the ClearQuest Web components on different servers, enable the trace on the server running the ClearQuest Registry Server. Remove all previous log files In the following folders: <install dir>\Rational\ClearQuest\cqweb\cqserver\logs <install dir>\Rational\ClearQuest\cqweb\cqregsvr\logs delete all the existing logs as well any existing ClearQuest trace logs (which should be on the root of the "C" drive) Edit the following files: <install dir>\Rational\ClearQuest\cqweb\cqregsvr\config\logging.xml <install dir>\Rational\Common\rwp\webapps\cqweb\WEB-INF\classes\logging.xml In each, near the top of the file, there is a logger level value. Please change the default value of "Severe" to "Debug" and save. Restart the services: Launch "rwp_startup.bat" from In the Windows Services screen, start "IBM Rational ClearQuest Registry Server" In the Windows Services screen, start "IBM Rational ClearQuest Request Manager". Reproduce the error in ClearQuest Web, and log out. Shutdown the services again: Launch "rwp_shutdown.bat" from In the Windows Services screen, stop "IBM Rational ClearQuest Registry Server". In the Windows Services screen, stop "IBM Rational ClearQuest Request Manager". Collect the logs in the following directories
<install dir>\Rational\ClearQuest\cqweb\cqserver\logs <install dir>\Rational\ClearQuest\cqweb\cqregsvr\logs as well as the ClearQuest trace logs (should be on the root "C" drive) and place them in a ZIP file Disable ClearQuest Core trace. Download the file "core_trace_for_web_disable.reg" on your web server. Double click on it to update the windows registry Delete all log files in and ClearQuest trace logs (those should be on the root of the "C" drive) You should have the copies in your ZIP file so you don't need the log files any more. Edit the following files: <install dir>\Rational\ClearQuest\cqweb\cqregsvr\config\logging.xml <install dir>\Rational\Common\rwp\webapps\cqweb\WEB-INF\classes\logging.xml So that the logger level near the top of the file is set to its default of "Severe" and save. Restart the services: Launch rwp_startup.bat from <install dir>\Rational\common\rwp\bin
In the Windows Services screen, start "IBM Rational ClearQuest Registry Server". In the Windows Services screen, start "IBM Rational ClearQuest Request Manager". |
MustGather data collection for ClearQuest 2003.06.13 -2003.06.16 Linux and UNIX Web servers
| Collecting data for versions 2003.06.13 - 2003.06.16 for Linux and UNIX systems
Gather Rational Software information Get the Rational Product versions and patch levels of every Rational product installed on the server. For clearquest, this can be obtained by opening a terminal window and changing to the <install dir>/Rational/clearquest/bin folder and running: ./clearquest -ver Collecting ClearQuest Web system information Gather the unix/linux version and kernel number from your machine. This can be done by typing the following command from a terminal window: uname -a Get the umask setting by typing: umask Get the free disk space for the /tmp and the install folder by typing df -m Get a list of the environment variables by typing env Provide information on the login account that performed the installation, was it root, or was it done as pseudo root Collecting ClearQuest Web configuration information Gather the following configuration files <install dir>/Rational/common/rwp/conf/include/cqweb.conf <install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/common.properties <install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/pl.properties <install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/jtl.properties <install dir>/Rational/ClearQuest/cqweb/cqserver/config/jtl.properties <install dir>/Rational/ClearQuest/cqweb/cqserver/config/common.properties In addition, if SSL is enabled, include this file as well <install dir>/Rational/common/rwp/conf/ssl.conf
Collecting ClearQuest Web Logging information Note: The default install directory is /opt Stop ClearQuest Web services or restart your machine Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin
Launch "cqserver_shutdown.sh" from Enable ClearQuest Core trace. To enable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory. Note: If install directory is different than indicated, modifications will need to be made to accommodate your install directory Add the following line near the top of the script: Notes:
Remove all previous log files In the following folders: <install dir>/Rational/ClearQuest/cqweb/cqserver/logs <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs delete all the existing logs as well any existing ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs) Edit the following files: <install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml <install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/logging.xml In each, near the top of the file is a logger level. Please change this value from the default of "Severe" to "Debug" and save. Restart the services: Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin
Launch cqserver_startup.sh from Reproduce the error in ClearQuest Web, and log out. Shutdown the services again: Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin
Launch "cqserver_shutdown.sh" from Collect the logs in the following directories <install dir>/Rational/ClearQuest/cqweb/cqserver/logs <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs as well as the ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/) and place them in a ZIP or TAR file
Disable ClearQuest Core trace. Delete all log files in and CQ trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs)
You should have the copies in your ZIP or TAR file so you don't need the log files any more. Edit the following files: <install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml <install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/logging.xml So that the logger level near the top of the file is set to its default of "Severe" and save. Disable ClearQuest Core trace. To disable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory. Note: If install directory is different than indicated, modifications will need to be made to accommodate your install directory Change the following lines that you had added earlier to the script to enable tracing to look like these lines below. CQ_DIAG_OUTPUT="" export CQ_DIAG_TRACE export CQ_DIAG_REPORT export CQ_DIAG_OUTPUT Restart the services: Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin
Launch cqserver_startup.sh from |
Additional information:
Troubleshooting overview in the ClearQuest Information Center (see section "Troubleshooting and support").
For a listing of all technotes, downloads, and educational materials specific to ClearQuest, search the ClearQuest Support site.
1 In some cases, a ClearQuest Support Engineer might ask you to change the logging levels for IBM HTTP Server to a higher value than their default of "WARN". For more information on changing this logging level, see technote 1141306.
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Modified date:
04 December 2018
UID
swg21257084