Troubleshooting
Problem
Customer-provided background information (also known as "MustGather" data) helps in problem determination and saves time when resolving Cases. This technote provides a description of the background information IBM® Support will need for FileNet Content Engine Administrative Console for Content Engine (ACCE)
Resolving The Problem
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- 1. Learning more
- 2. Troubleshooting - selected tab,
- 3. Collecting data
It is recommended to collect MustGather data before opening a Case. This helps IBM® Support quickly determine the root cause of the problem. With this information, Support can determine if:
- This is a known problem (rediscovery).
- There is a non-defect problem that can be identified and resolved.
- This is a known defect for which a workaround has been developed.
- A new problem has been discovered and a fix is required.
If you have already contacted support, continue on to the Administrative Console for Content Engine (ACCE)MustGather information. Otherwise, please review this page: MustGather: Read first for FileNet Content Engine
Administrative Console for Content Engine (ACCE) MustGather information
The following information is required for troubleshooting ACCE problems.
1. A screenshot of the web browser and version level.
2. A screenshot of the web browser language.
3. For CPE 5.5.6 and below:
Client-side trace:
- a. Access ACCE adding '?debug=true&useConsole=false&logLevel=4 ' at the end of the URL
- i.e. http://server:port/acce/?debug=true&useConsole=false&logLevel=4
b. If a pop-up blocker message appears, please allow pop-up and re-access ACCE.- A separate pop-up window will appear with client-side tracing.
- a. Stop the Application Server
b. Find the deployed version of ACCEConfiguration.properties- i.e.
C:\Program Files\IBM\WebSphere\AppServer\profiles\AppSrv01\installedApps\P8Node01Cell\FileNetEngine.ear\acce_navigator.war\WEB-INF\classes for WebSphere
- <drive>\bea\user_projects\domains for Weblogic
<JBoss_install_dir>\server\<server_instance>\deploy for JBoss
d. Delete the FileNetEngine directory, which is where the application server cache data is stored.- i.e.
(WebLogic only) Remove the application server cache directories, as follows:- Remove the Engine-wl and EJBCompilerCache directories, whose typical Windows paths are:
C:\bea\user_projects\domains\mydomain\servers\AdminServer\tmp\_WL_user\Engine-wl
C:\bea\user_projects\domains\mydomain \servers\AdminServer\cache\EJBCompilerCache
- Remove the FileNetEngine directory. The typical Windows path is:
C:\Program Files\IBM\WebSphere\AppServer\profiles\<profilename>\temp\<profilename>server1\FileNetEngine
- Remove the Engine-wl and EJBCompilerCache directories, whose typical Windows paths are:
f. Reproduce the issue and provide the system out log. For Liberty containers, provide the messages.log file - i.e.
[{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSNVNV","label":"FileNet Content Manager"},"Component":"Content Engine","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"5.2.x;5.5.x","Edition":"","Line of Business":{"code":"LOB45","label":"Automation"}},{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSNVNV","label":"FileNet Content Manager"},"Component":"Content Engine","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF010","label":"HP-UX"},{"code":"PF016","label":"Linux"},{"code":"PF027","label":"Solaris"},{"code":"PF033","label":"Windows"}],"Version":"5.2.x;5.5.x","Edition":"All Editions","Line of Business":{"code":"LOB45","label":"Automation"}}]
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Document Information
Modified date:
04 January 2023
UID
swg21674818