Troubleshooting
Problem
Collecting data for when installation or updates of the feature packs for WebSphere Application Server V7.0 do not complete successfully. Gathering this information before calling IBM support will help familiarize you with the troubleshooting process and save you time.
Resolving The Problem
If you have already contacted support, continue on to the component-specific MustGather information. Otherwise, click: MustGather: Read first for all WebSphere Application Server products.
Follow the directions in this MustGather if you are experiencing issues installing feature packs for WebSphere Application Server V7.0. This MustGather is appropriate for the following feature packs:
- Service Component Architecture (SCA) V1.0.1 and later
- Communications Enabled Applications (CEA) V1.0.0 and later
- XML V1.0.0 and later
Note regarding SCA Feature Pack
The original version of SCA, V1.0.0, uses a different install program than standard WebSphere Application Server V7.0 Feature Packs. A newer version of the SCA installer is available, which delivers SCA V1.0.1. This MustGather applies to the SCA V1.0.1 installer. It is strongly recommend that you install SCA V1.0.1 instead of SCA V1.0.0.
| Minimum data needed for MustGather |
Installation log files and data
Please collect the following files to help IBM diagnose the Feature Pack installation or update issue. Ideally, you can collect these files together and add them to a single zip file or archive.
- Collect files named installed.* from the Installation Manager Data directory.
Refer to the Additional Information section below for details on where to find the Installation Manager Data directory.
- Collect the entire logs directory from the Installation Manager Data directory.
- Collect the entire .settings directory from the Installation Manager Data directory.
- Run the versionInfo command from the WebSphere Application Server installation that the Feature Pack will be installed on.
Refer to the Additional Information section for details on how to run versionInfo and collect its output.
- Follow instructions to send diagnostic information to IBM support.
| Complete MustGather |
The complete MustGather gathers more files and data than the minimal MustGather. If time permits, collect the complete MustGather data. Ideally, you can collect these files together and add them to a single zip file or archive.
Note: Some of the items listed here repeat what is listed in the minimal MustGather.
If you are unfamiliar with the locations described, many of the items listed here are linked to additional information which explains how to find these locations. This information is listed in the Additional Information section.
- If IBM Support states that extended tracing is needed, then enable the Installation Manager trace, and reproduce the problem. The trace data will be gathered in the remaining steps.
- Collect files named installed.* from the Installation Manager Data directory.
- Collect the entire logs directory from the Installation Manager Data directory.
- Collect the entire .settings directory from the Installation Manager Data directory.
- Collect the entire logs directory from the <WAS_HOME> directory.
- Run the versionInfo command from the WebSphere Application Server installation that the Feature Pack will be installed on, and collect the output.
- Navigate to the <WAS_HOME>/properties/version directory, and collect the *.product files.
- Navigate to the <WAS_HOME>/properties/version/nif/backup directory, and collect the *.xml files.
- Collect the .nifregistry file.
- Follow instructions to send diagnostic information to IBM support.
| Additional information |
How to enable the Installation Manager trace
Navigate to the <IM_DATA>/logs directory, and create a file named:
log.properties
Copy the following data into the log.properties file:
com.ibm.cic.agent.core.Engine=DEBUG
com.ibm.cic.agent.internal.core.InstallOrderManager=DEBUG
global=DEBUG
com.ibm.ws.PAKEngine=DEBUG
If Installation Manager is already running, it must be restarted in order for the trace to take effect.
How to locate the Installation Manager Data directory
The Installation Data Directory contains logs as well as the repository which tracks installed products. The exact location of this data depends on whether you have installed Installation Manager as a root user (administrative user), or as a non-root user (non-administrative user). If you are in doubt, check both locations as indicated in the table below.
The table below indicates the default directory which contains the Installation Manager Data. Note that some of these directories refer to the user's home directory.
| Platform | Installation Type | Default Data Location |
| Windows 2003 Windows XP | administrator | C:\Documents and Settings\ All Users\Application Data\ IBM\Installation Manager |
| Windows 2003 Windows XP | non-administrator | C:\Documents and Settings\ <user_name>\Application Data\ IBM\Installation Manager |
| Windows Vista Windows 7 Windows 2008 | administrator | C:\ProgramData\IBM\ Installation Manager |
| Windows Vista Windows 7 Windows 2008 | non-administrator | C:\Users\<user_name>\ AppData\Roaming\IBM\ Installation Manager |
| AIX HP-UX Linux Solaris | root | /var/ibm/InstallationManager |
| AIX HP-UX Linux Solaris | non-root | <user_home>/var/ibm/ InstallationManager |
How to run the versionInfo command
The versionInfo command indicates what version of WebSphere Application Server is installed. It also indicates whether feature packs have been installed.
In order to capture the versionInfo output, open a terminal session (or command prompt). Navigate to the <WAS_HOME>/bin subdirectory, where WAS_HOME represents the installation directory of WebSphere Application Server. Run the following command, depending on your operating system:
- Windows
versionInfo.bat >versioninfo.txt
- AIX, HP-UX, Linux, Solaris
./versionInfo.sh >versioninfo.txt
This will produce a file named versioninfo.txt. Send that file to IBM.
How to locate the .nifregistry file
The .nifregistry file helps WebSphere utilities locate the WebSphere Application Server V6.1 and V7.0 installations present on a system. The file is located outside the directory to which the product is installed, and the location can vary depending on whether the product was installed as a root user or a non-root user.
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.)
- AIX:
/usr/.ibm/.nif/.nifregistry - HP-UX, Linux, and Solaris:
/opt/.ibm/.nif/.nifregistry - Windows:
In the main Windows directory; typically:
C:\Windows\.nifregistry
Look for a subdirectory named .nif under the user's home directory. The .nifregistry file is located in that directory.
Hints for locating the current user's home directory
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:
For Windows 2003 and Windows XP, the user home directory is typically the following:
C:\Documents and Settings\user_name
| For Windows Vista, Windows 7, and Windows 2008, the user home directory is typically the following: |
C:\Users\user_name |
| Hint: You can sometimes access the current user's home directory directly by entering %userroot% into a File Explorer address bar. |
Related Information
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Document Information
Modified date:
15 June 2018
UID
swg21397645