MustGather: Collecting data to diagnose issues with Content Collector for SAP Applications container

Troubleshooting

Problem

This document describes the general information and diagnostic data needed to start troubleshooting issues related to IBM Content Collector for SAP Applications container components. This technote provides a description of the background information IBM Support will need when reporting problems related to Content Collector for SAP Applications.

Resolving The Problem

Collect the following troubleshooting data when contacting support for assistance with the Content Collector for SAP Applications container issue.

Overview of Content Collector for SAP Applications container diagnostic information

As needed diagnostic information

Operator logs
Content Platform Engine logs
Navigator logs

Detailed diagnostic collection steps

These are the detailed steps to gather different types of data for Content Collector for SAP Applications container environments. When running diagnostic commands, run them from an empty collection directory to make it easy to package the files. Run the commands from the project or namespace containing the Content Collector for SAP Applications container or use the -n <namespace> flag with all kubectl commands.

1: Provide a detailed description of the problem and your environment

Provided a detailed description of your issue. Include screenshots and re-create steps if possible.
Is it an intermittent or re-creatable issue? Has this always been an issue or an issue that started only after a change occurred?
What is the business impact? Should we be aware of any deadlines impacted by the issue?
Provide a reference to the documentation being followed for the failing operation
For new deployments or upgrades, were images downloaded from Entitled Registry or Passport Advantage?

Is this a development, test, or production environment?
Which platform setup are you using (OpenShift, OpenShift on IBM Cloud Public, other Kubernetes platform)?
What are the database type and version?

2: Gather configuration information:

Provide the following logs and configuration data to assist with resolving problems:

If using OpenShift, provide the output of this command:
```
oc version > version.txt
```
Provide the output of this command:
```
kubectl version >> version.txt
```
Provide the Custom Resource (CR) .yaml file used by the operator to configure the environment
```
kubectl get icp4acluster -o yaml > config.yaml
```
Collection information about the nodes.
```
kubectl get nodes -o wide > nodes.txt
```
Collect information about the pod statuses
```
kubectl get pods > pods.txt
```

Collect information about the pod containers

kubectl get pods -o jsonpath="{..image}" > containerInfo.txt

On OpenShift gather route configuration
```
oc get route > routes.txt
```
Note: If needed, more detailed route config info can be gotten with -o yaml option
Collect the defined secrets
```
kubectl get secrets > secrets.txt
```
Collect the defined persistent volume claims
```
kubectl get pvc > pvcs.txt
```

Collect the description and log of any pod you are having issues with:

kubectl describe pod <pod-name> > describe-<podname>.txt
kubectl logs <podname> > log-<podname>.log

3: Log files

Gather the logs from the persistent volume (PV).

Enable Tracing on the Content Collector for SAP Applications desktop. For more information, refer to Enabling tracing.
Reproduce the issue.
Review the output of the get pods and get persistent volume claim (PVC) commands to determine the location of the logs and what navigator pods are running.
Provide a copy of each running Content Collector for SAP Applications log files. These logs reside under the iccsap-logstore PVC volume.
They can be found under the <iccsap-logstore volume>/logs/<Content Collector for SAP Applications Pod name> directory.

4: Collect Operator logs

If you are having issues during the deployment by the operator, collect the operator logs as described in the IBM Cloud Pak for Automation 20.0.x troubleshooting topic.

5: CPE logs

If the issue suggests a problem with the content platform engine (CPE), provide the CPE logs.

See the MustGather: FileNet Content Manager for more details.

6: Navigator logs

If the issue suggests a problem within Business Automation Navigator, provide the navigator logs.

See the MustGather: Business Automation Navigator for more details.

What to do next

Review the log files and traces at the time of the problem to try to determine the source of the problem.
Once you completed gathering all the needed info and diagnostics, you can add them to your case. Alternatively, you can upload files to ECURep. For more information, see Enhanced Customer Data Repository (ECuRep) - Overview.

Related Information

MustGather: Data for problems in Content Collector for SAP (on-premise)

IBM Content Collector for SAP Applications 4.0.0 Knowledge Center

Document Location

Worldwide

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