Troubleshooting
Problem
Installation of the WebSphere Plug-in, or IBM HTTP Server V6.1 or V7.0, does not complete successfully. Collect this diagnostic information to send to IBM Support.
Resolving The Problem
If you have already contacted support, continue on to the component-specific MustGather information. Otherwise, click: MustGather: Read first for WebSphere Application Server.
Minimum data needed for MustGather
If an issue requires immediate assistance, IBM Support can start problem diagnosis with a minimal set of data. However, whenever possible, IBM Support prefers the full MustGather data, which is sufficient to address nearly all profile-related issues.
These 2 minimum MustGather items will help IBM Support triage the issue. If you cannot perform the full MustGather when requested, then compress these files into an archive and send them to IBM Support:
- All files from the following directory:
install_root/logs - For WebSphere Application Server V7.0, all files from the following directory:
user_home/waslogs - For WebSphere Application Server V6.1, all files from the following directory:
tmp/niflogs
| This is in the target WebSphere Plug-ins or IBM HTTP Server directory; if this does not exist, then tell Support. |
Install specific MustGather information
Verify that all installation prerequisites have been met for the version of WebSphere Application Server that you are installing.
Note: References below to install_root are used to indicate the base installation directory into which WebSphere Plug-ins or IBM HTTP Server are installed. For example, these are the default directories for installation on supported operating systems:
- AIX: /usr/IBM/WebSphere/Plugins
- AIX: /usr/IBM/HTTPServer
- HP-UX, Linux®, or Solaris: /opt/IBM/WebSphere/Plugins
- HP-UX, Linux®, or Solaris: /opt/IBM/HTTPServer
- Windows: c:\Program Files\IBM\WebSphere\Plugins
- Windows: c:\Program Files\IBM\HTTPServer
Logs and other information to collect and send to IBM support
Log files to collect:
- If the installer is able to create the install_root directory, then gather all files and directories which exist in the install_root/logs directory.
- Installation logs for problems where installer fails to start, or crashes:
If the installer is not able to create the install_root/logs directory, then check the system temporary directory for a subdirectory named niflogs for V6.1 For V7.0 check <user_home>/waslogs. Also, check the user's home directory for a subdirectory named ihslogs, or plglogs. If any of those directories exist, please send the files from those directories.
If you need more information to help locate the system temporary directory or the user's home directory, refer to the hints section below in this same document.
- If the installation of the Web server plug-in for IH fails, collect the following:
The Web server configuration files. IBM HTTP Server configuration files can be found in the following directory:
install_root/conf
| For other supported Web servers, review your Web server documentation to determine the similar configuration files for that Web server. |
- Collect the temporaryPluginInstallLog.txt file from the temp directory.
- If the product is being installed as the root user (or an administrative user on Windows), then the .nifregistry file is located in a specific place. (If you are installing as non-root (non-administrator), then skip to the next item.)
- Linux, HP-UX, and Solaris:
/opt/.ibm/.nif/.nifregistry - Windows:
In the main Windows directory; typically:
C:\Windows\.nifregistry - AIX:
/usr/.ibm/.nif/.nifregistry - If the product is being installed as a non-root user (or a user without administrative authority on Windows), then the .nifregistry file's location depends on the user's home directory. If the product is not being installed as non-root, then skip this item.
Look for a subdirectory named .nif under the user's home directory. Navigate into the .nif subdirectory and you should the file named .nifregistry.
- If you are using silent mode, provide a copy of the response file you are using. If you are using the graphical installation wizard, then skip this step.
- If you are installing on a Windows operating system, skip this step and proceed to the next step.
- If you are installing on an AIX, HP-UX, Linux, or Solaris operating system, send the output from the following command:
uname -a - In cases where the installer visibly displays an error, copy and paste the error or provide a screen capture of the error.
- Modifications to the installation image, including maintenance.xml:
Some WebSphere documentation encourages modifying the installation image in order to address certain installation images. If the installation image is altered, it is important for us to know what was altered. If a small set of files was altered, please send us the files.
Specifically, some technotes suggest replacing a file called "maintenance.xml" inside the WebSphere Application Server installation image to address warning messages regarding prerequisites. If that file was modified, please send a copy of the new maintenance.xml file as well as the old maintenance.xml file.
- Follow instructions to send diagnostic information to IBM support.
Additional information
Hints for locating the system temporary directory
If the installation fails to start up, or if it crashes, logs for V6.1 might be written to a directory called niflogs and under the system temp directory. Here are some hints for locating the system temporary directory:
- For AIX, Linux, HP-UX, and Solaris:
The system temporary directory is typically /tmp or /var/tmp.
- For Windows:
The system temporary directory is typically the following:
C:\Documents and Settings\user_name\Local Settings\temp
| You might be able to locate the system temporary directory by entering %temp% into the address bar of a File Explorer window. |
If the installation fails to start up, logs for V6.1 and V7.0 might be written to a directory called waslogs under the system temp directory. Also, when the product is installed as a non-root user, the .nifregistry file can be placed in a subdirectory in the user's home directory. Here are some hints for locating the user's home directory:
- For AIX, Linux, HP-UX, and Solaris:
The user home directory can usually be accessed by changing to a directory named " ~ " (tilde character) on those operating systems. For example, cd ~
- For Windows:
The system temporary directory is typically the following:
C:\Documents and Settings\user_name
| Where user_name represents the name of the account logged on to the system. You can sometimes access the current user's home directory directly by entering %userroot% into a File Explorer address bar. |
Help IBM Support understand your application server environment by answering the questions below.
- What operating system is the product being installed on, and what version of the operating system is it? Is this operating system using a 32-bit or 64-bit kernel? What processor architecture (for example, Intel)?
- What version of WebSphere Application Server are you trying to install? 32-bit or 64-bit edition? Standalone or Bundled? Any additional versions of WebSphere Application Server currently installed?
- How was the installation image obtained? Part number or name of the image?
- Was the file extracted directly onto this system or onto a networked (NFS or mapped network drive) filesystem?
- Was the installation image modified from the original? For example, was a "maintenance.xml" file altered?
- Are you trying to install using "GUI" mode or the silent installer mode? What command are you using to invoke the installer?
- Are you attempting to create a profile during this installation? If so, what profile type is being created?
- For AIX, HP-UX, Linux, and Solaris operating systems, are you installing as a root user or non-root user? Also, indicate if the installation is performed using "sudo". For Windows operating systems, are you installing using a user with administrative authority?
- What appears to go wrong when the installer fails?
- Does the installer not even start up?
- Are you able to make selections to initiate the installation process, and then it fails or hangs?
- Do you receive an error during the process?
Related Information
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Document Information
Modified date:
07 September 2022
UID
swg21199343