Troubleshooting
Problem
Collecting data for problems with the IBM WebSphere Application Server for problems that occur during the installation of an application (EAR/JAR/WAR) environment. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.
Resolving The Problem
Collecting data for problems with the IBM WebSphere Application Server for problems that occur during the installation of an application (EAR/JAR/WAR) environment. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.
To improve the accuracy of complete data collection, IBM recommends you use the automated data collectors within IBM Support Assistant. Not only will the automated collector gather the equivalent of the manual process, it will also provide a secure file transfer of the collection to IBM.
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Beginning with WebSphere Application Server V8.0.0.6, the IBM Support Assistant Data Collector (ISADC) tool is bundled with the product and is automatically installed. As a result, you can run the ISADC tool directly from the app_server_root/bin directory. Note: ISADC is not bundled with the WebSphere Application Server Liberty Profile. For more details, see Using the IBM Support Assistant Data Collector.
- Using the ISA Data Collector:
- To run ISADC from command line, go to your app_server_root/bin directory and run isadc.[sh|bat]
- To download, install and run ISADC locally:
Obtain the IBM Support Assistant Data collector online ISA Data Collector site for WebSphere Application Server.
- Select the option to collect from this or another system using a downloadable utility.
- Download and extract the zip file to your WAS_HOME directory. From a command line, run isadc.[sh|bat] or launch index.html to use the web interface.
- To run ISADC from command line, go to your app_server_root/bin directory and run isadc.[sh|bat]
- To download and run ISADC in your browser:
Obtain the IBM Support Assistant Data collector online ISA Data Collector site for WebSphere Application Server.
- Select the option to collect from this system using the current browser and click Start Collection.
- Select the Administration > Deployment Problem collector and click Start.
- Follow the prompts to automatically submit the collected data to IBM Support.
- Collect a copy of the application (EAR/WAR/JAR) which is having the problem so support might be able to recreate.
- If possible, stop all WebSphere processes and clear the following directory:
profile_root/logs
- Restart the Deployment Manager or Application Server process.
- Set the following Runtime mode trace:
- For Application Server versions v7.0, v8.0, v8.5, and v9.0 :
a. In the administrative console, navigate to Troubleshooting > Logs and Trace > dmgr > Diagnostic Trace > Change Log Detail Levels.
b. Select the Runtime tab.
Note: If you are in a Base environment, select server1 instead of the dmgr server. If the problem is the application is not expanded to the installedApps directory, then also enable the traces on the Node Agent process as well.
c. In the Change Log Detail Levels, modify the existing trace string to:
*=info:com.ibm.ws.console.app*=all:com.ibm.ws.management.application.*=all:com.ibm.websphere.management.application.*=all
d. If the issue is coming from annotation scanning, modify the existing trace string to:
e.
*=info:com.ibm.ws.console.app*=all:com.ibm.config.eclipse.wtp=finer:com.ibm.ws.ecs=finer:com.ibm.config.annotations=finer:com.ibm.ws.management.application.*=all:com.ibm.websphere.management.application.*=all
b.
c. Click Apply or OK so that the trace string is saved.
4. If you are using wsadmin, enable the following tracing:
e. Modify the wsadmin.properties file located in the following directory:
profile_root/properties
f. Replace the following line:
#com.ibm.ws.scripting.traceString=com.ibm.*=all=enabled
g. To following line:
h.
com.ibm.ws.scripting.traceString=com.ibm.ws.scripting.AdminAppClient.*=all=enabled:com.ibm.ws.scripting.AbstractShell.*=all=enabled:com.ibm.ws.management.*=all=enabled:com.ibm.websphere.management.*=all=enabled
a.
b. If the issue is coming from annotation scanning, replace with following line:
- com.ibm.ws.scripting.traceString=com.ibm.ws.scripting.AdminAppClient.*=all=enabled:com.ibm.ws.scripting.AbstractShell.*=all=enabled:com.ibm.ws.management.*=all=enabled:com.ibm.websphere.management.*=all=enabled:com.ibm.config.eclipse.wtp=fine=enabled:com.ibm.ws.metadata.annotations.*=all=enabled:com.ibm.ws.websvcs.annotations.*=all=enabled
- Gathering information with the collector tool - V8.5
- Gathering information with the collector tool - V8.0
- Gathering information with the collector tool - V7.0
- Collector outputs from step 8.
- Specific EAR/WAR/JAR file that is causing the problem
- A clear description of what options are chosen during the install process (If you are using a script to install the application, include it as well).
- A screen capture of the administrative console if the error is displayed on the console screen.
1. Recreate the problem.
2. Save a screen capture of the administrative console if an error is displayed on the console screen.
3. Run the collector tool.
Note: If you are running in a Network Deployment environment, run on both Network Deployment and base. For more details, see the following Information Center topic:
1. Collect the following to send to IBM Support:
1. Follow instructions to send diagnostic information to IBM support.
For a listing of all technotes, downloads, and educational materials specific to the Deploy component, search the WebSphere Application Server support site.
Related information
Submitting information to IBM support
Steps to getting support for WebSphere Application Server
MustGather: Read first for WebSphere Application Server
Troubleshooting guide for WebSphere Application Server
To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:
- IBM Support Assistant (ISA)
- Service Request (SR)
- FTP to the Enhanced Customer Data Repository (ECuRep)
MustGather: Read first for WebSphere Application Server
Administrative console problem Cluster ripple start problem Discovery problem on Deployment Manager Discovery problem on Node Agent JMX problem Profile wizard problem Start problem Stop problem System administration problem WASService problem (Windows only) WSAdmin problem