IBM Support

MustGather: Collecting data for problems with Multi-Protocol Gateway, Web Service Proxy, or XML Firewall on IBM DataPower Gateway Appliance

How To


Summary

Collect the following MustGather information to help IBM Support troubleshoot problems related to Multi-Protocol Gateway, Web Service Proxy, or XML Firewall on IBM DataPower Gateway Appliance.

Steps

Gathering all this information and following these suggested steps can dramatically help reduce the time to resolution of the problem.

1. Describe the Problem:

  • Provide a clear detailed description of the question or problem.
  • Document the current symptoms including messages, error codes, or unexpected results.
  • List of steps to recreate the events that lead to the problem. Capture images of the screen to help describe the issue.
  • Is this an existing environment or a new setup?  If existing environment, are there any recent changes that might have caused the problem to occur?

2. Set debug log level:

WebGUI -> Control Panel - > Troubleshooting -> Logging section -> Set Log Level to "debug"
3. Enable the Probe from the application domain:
WebGUI -> Control Panel -> Troubleshooting
  • Select the Debug Probe tab near the top of the Troubleshooting Panel.
  • Look for the type of service you are using (i.e. Multi-Protocol Gateway)
  • From the pull-down, select the name of the service you are using.
  • Click the Add Probe button.

4. Recreate the Problem.

5. Collect Probe Export and Generate Error-report

  Export probe:  Troubleshooting -> find the service where the probe was just enabled -> select the magnifying glass under 'Probe' ->. select Export Capture and click Download to save to your PC.

  Generate error-report: Troubleshooting -> Reporting section -> click 'Generate Error Report' 

Video: How do I Generate anError Report from WebGUI and CLI

6. Upload the data to the IBM Support Case -  https://www.secure.ecurep.ibm.com/app/upload_sf

Document Location

Worldwide

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Document Information

Modified date:
22 November 2022

UID

ibm16841017

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