IBM Support

MustGather: Portlet container errors on WebSphere Application Server

Troubleshooting


Problem

Collecting data for problems with any IBM WebSphere Application Server portlet engine errors logged in WebSphere Application Server logs. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.

Resolving The Problem


Portlet engine specific MustGather information
If possible, provide a simple testcase that has no external dependencies. If a testcase cannot be provided, collect the following data.

  1. Run genHistoryReport.bat or genHistoryReport.sh, which is located in the following directory:

    install_root/profiles/profile_name/bin

    The historyreport.html file will be generated in your working directory.

  2. Stop the web server and delete all web server logs and the http_plugin.log file on the web server system.

  3. If you suspect that the problem might be related to the WebSphere Application Server plug-in, or to the web server itself, enable a full plug-in trace. To perform a plug-in trace, see the Plug-in MustGather documents.

  4. Start the web server.

  5. Important: Synchronize clocks on all web server and WebSphere Application Server systems.

  6. Clear all Application Server logs:
    • native_stderr
    • native_stdout
    • SystemErr
    • SystemOut

      The log files are located in the following directory:

      install_root/profiles/profile_name/logs/server_name

      Note: If you have configured to write Application Server log files into a different location, then clear them accordingly.

  7. Clear all WebSphere Application Server FFDC logs. FFDC files are located in the following directory:

    install_root/profiles/profile_name/logs/ffdc

    Note: If you have configured to write FFDC log files into a different location, then clear them accordingly.

  8. Enable and collect Application Server traces with the following trace string:

    *=info:com.ibm.ws.portletcontainer.*=all:HTTPChannel=all:GenericBNF=all

    For detailed instructions on enabling trace, see How to setup a Trace.


When you recreate problem:
  1. Capture a browser screen displaying the error with friendly HTTP Errors disabled. Press <Alt>+<PrtSc> to capture the current browser window into the clipboard. Paste that into a file.

  2. Collect the following documents and information:
    • Were clocks synchronized?
    • The Application Server logs, such as the following logs:
      • native_stderr
      • native_stdout
      • SystemErr
      • SystemOut
      • trace
      • FFDC logs with the current date from the following directory:

        install_root/profiles/profile_name/logs/ffdc

      • The server.xml file that is located in the directory:

        install_root/profiles/profile_name/config/cells/cell_name/nodes/node_name/servers/server_name

      • The http_plugin.log file.
      • The plugin-cfg.xml file.
      • The web server configuration files, such as httpd.conf for IBM HTTP Server.
      • The web server logs, such as access and error logs for IBM HTTP Server.
      • Screen capture.
      • The historyReport.html file from running genHistoryReport.bat or genHistoryReport.sh.

Follow instructions to send diagnostic information to IBM support.

[{"Product":{"code":"SSEQTP","label":"WebSphere Application Server"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Portlet Container","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"9.0;8.5;8.0;7.0;6.1","Edition":"Base;Network Deployment","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
15 June 2018

UID

swg21260618

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