Troubleshooting
Problem
Collect the following MustGather information for IBM Support to use in troubleshooting problems with the IBM DataPower Gateway Appliance.
You may need to collect data through the command line interface (CLI). This document presents CLI commands you can use to collect data.
Resolving The Problem
The following information describes the basic documentation needed by IBM support to investigate questions or problems when using IBM DataPower Gateway Appliances:
Section 1: Resolving or Collecting information on this problem:
When you log into the appliance, you will see information similar to the following:
idg#
This will allow you to get the model number, firmware number, and serial number.
If you are already logged into the appliance, show version will give:
From this you can get the model and firmware version number (both from "version"). Then you can run show system to get the serial number
Set the following trace and logging settings:
You will need to set the log level to debug for all message types so that the DataPower appliance will log everything. To set the log to debug:
1. Enter show logging target to see what the log is currently set to:
3. Use the logging event command to change what gets logged. The syntax is: logging event <name of log> all debug.
4. Repeat the show logging target command to see that the logging level is now debug.
Recreate the problem.
Collect these files:
1. Save the error report by typing save error-report.
3. Type show file <url given for error report> to make sure it's there. (You'll see a lot of text, the contents of the file.)
4. Still in config mode, type backup all.zip to create an export of the configurations for all domains on the appliance:
5. Type dir export:/// to make sure it's there.
6. Make a note of the all.zip file's location.
7. Note locations for any other relevant files, such as input files, .wsdl files, etc., or any file specifically requested by DataPower support.
8. Download the error report, the backup file, and any other relevant documents from the DataPower appliance. Use the copy command with the scp or sftp protocol. This is much easier if you can transfer the files to a UNIX machine; Windows machines do not come with scp/sftp servers by default.
Note: scp URLs are implicitly rooted in your home directory. So if the file is actually on host xx.xx.xx.xx, in /home/jdoe/foo.txt, the scp description would be:
and not
Section 2. Preparing to contact IBM Support
Section 3. Contacting IBM Support and sending your MustGather information to IBM Support
Section 1: Resolving or Collecting information on this problem:
When you log into the appliance, you will see information similar to the following:
Welcome to IBM DataPower Gateway console configuration.
Copyright IBM Corporation 1999, 2019
Copyright IBM Corporation 1999, 2019
Version: IDG.2018.4.1.8debug build rel-2018-4-1-branch.312093debug on Aug 13, 2019 10:13:25 AM
Delivery type: LTS
Serial number: *******
Delivery type: LTS
Serial number: *******
idg#
This will allow you to get the model number, firmware number, and serial number.
If you are already logged into the appliance, show version will give:
idg# show version
Serial: *******
Version: IDG.2018.4.1.8
Build: 2018-4-1-branch.312093
Build date: 2019/08/13 10:13:25
Watchdog build: IDG.2018.4.1.8
Installed DPOS: IDG.2018.4.1.8
Running DPOS: IDG.2018.4.1.8
XML accelerator: embedded
Machine type: 8436
Model type: 52X
Tenant name:
Access Manager: all
Coproc: 1.2
DCO: 5.14
JMS: 2.0.3
MQ: 8.0.0.0
ODBC: 7.16
ODR: ODRLIBX.ODRLIB_a1918.01
Version: IDG.2018.4.1.8
Build: 2018-4-1-branch.312093
Build date: 2019/08/13 10:13:25
Watchdog build: IDG.2018.4.1.8
Installed DPOS: IDG.2018.4.1.8
Running DPOS: IDG.2018.4.1.8
XML accelerator: embedded
Machine type: 8436
Model type: 52X
Tenant name:
Access Manager: all
Coproc: 1.2
DCO: 5.14
JMS: 2.0.3
MQ: 8.0.0.0
ODBC: 7.16
ODR: ODRLIBX.ODRLIB_a1918.01
From this you can get the model and firmware version number (both from "version"). Then you can run show system to get the serial number
idg# show system
description: IBM DataPower Gateway
serial number: *******
entitlement id: *******
product id: 843652X [Rev A101-1]
OID: 1.3.6.1.4.1.14685.1.8
uptime: 42 days 11:00:12
contact: (unknown)
name: IDG2
location: (unknown)
services: 72
backup mode: secure
product mode: normal
login-message:
custom-ui-file:
audit-reserve: 40 kBytes
detect intrusion: enable
locale: en
system-log-fixed-format: off
serial number: *******
entitlement id: *******
product id: 843652X [Rev A101-1]
OID: 1.3.6.1.4.1.14685.1.8
uptime: 42 days 11:00:12
contact: (unknown)
name: IDG2
location: (unknown)
services: 72
backup mode: secure
product mode: normal
login-message:
custom-ui-file:
audit-reserve: 40 kBytes
detect intrusion: enable
locale: en
system-log-fixed-format: off
Set the following trace and logging settings:
You will need to set the log level to debug for all message types so that the DataPower appliance will log everything. To set the log to debug:
1. Enter show logging target to see what the log is currently set to:
idg# show logging target
logging target: default-log [up]
---------------------------
admin-state enabled
summary "Default System Log"
type file
priority normal
soap-version soap11
format text
timestamp zulu
fixed-format off
size 5120 kilobytes
local-file logtemp:///default-log
archive-mode rotate
rotate 4
ansi-color off
connect-timeout 60 seconds
idle-timeout 15 seconds
active-timeout 0 seconds
feedback-detection off
event-detection off
suppression-period 10 seconds
ssl-client-type proxy
retry-interval 1 seconds
retry-attempts 1 attempts
long-retry-interval 20 seconds
precision second
event system notice
event mgmt notice
event all debug
---------------------------
admin-state enabled
summary "Default System Log"
type file
priority normal
soap-version soap11
format text
timestamp zulu
fixed-format off
size 5120 kilobytes
local-file logtemp:///default-log
archive-mode rotate
rotate 4
ansi-color off
connect-timeout 60 seconds
idle-timeout 15 seconds
active-timeout 0 seconds
feedback-detection off
event-detection off
suppression-period 10 seconds
ssl-client-type proxy
retry-interval 1 seconds
retry-attempts 1 attempts
long-retry-interval 20 seconds
precision second
event system notice
event mgmt notice
event all debug
The last two lines show the types of events and logging levels. You want one of the lines to say "event all debug".
2. Go to config mode to change the logging level:
idg# config
Global configuration mode
Global configuration mode
3. Use the logging event command to change what gets logged. The syntax is: logging event <name of log> all debug.
idg(config)# logging event default-log all debug
4. Repeat the show logging target command to see that the logging level is now debug.
idg(config)# show logging target
logging target: default-log [up]
---------------------------
admin-state enabled
summary "Default System Log"
type file
format text
timestamp syslog
size 500
local-file logtemp:///default-log
archive-mode rotate
rotate 3
ansi-color off
local-address
facility user
Signing Mode off
Encryption Mode off
event mgmt notice
event all debug
logging target: default-log [up]
---------------------------
admin-state enabled
summary "Default System Log"
type file
format text
timestamp syslog
size 500
local-file logtemp:///default-log
archive-mode rotate
rotate 3
ansi-color off
local-address
facility user
Signing Mode off
Encryption Mode off
event mgmt notice
event all debug
Recreate the problem.
Collect these files:
1. Save the error report by typing save error-report.
idg(config)# save error-report
Error report written to temporary:///error-report.txt
2. Make a note of the error report directory, in this case temporary:///Error report written to temporary:///error-report.txt
3. Type show file <url given for error report> to make sure it's there. (You'll see a lot of text, the contents of the file.)
idg(config)# show file temporary:///error-report.txt
4. Still in config mode, type backup all.zip to create an export of the configurations for all domains on the appliance:
idg(config)# backup all.zip
Backup to all.zip scheduled (may take a few minutes to complete)
By default, the file is created in export:///.
5. Type dir export:/// to make sure it's there.
idg(config)# dir export:///
File Name Last Modified Size
--------- ------------- ----
querystrings/ Mon Jul 10 09:08:09 2006 1024
Basics/ Fri Jul 14 13:58:27 2006 1024
all.zip Fri Jul 21 10:26:49 2006 1217533
File Name Last Modified Size
--------- ------------- ----
querystrings/ Mon Jul 10 09:08:09 2006 1024
Basics/ Fri Jul 14 13:58:27 2006 1024
all.zip Fri Jul 21 10:26:49 2006 1217533
6. Make a note of the all.zip file's location.
7. Note locations for any other relevant files, such as input files, .wsdl files, etc., or any file specifically requested by DataPower support.
8. Download the error report, the backup file, and any other relevant documents from the DataPower appliance. Use the copy command with the scp or sftp protocol. This is much easier if you can transfer the files to a UNIX machine; Windows machines do not come with scp/sftp servers by default.
Note: scp URLs are implicitly rooted in your home directory. So if the file is actually on host xx.xx.xx.xx, in /home/jdoe/foo.txt, the scp description would be:
scp://jdoeslogin@xx.xx.xx.xx/bar.txt
and not
scp://joeslogin@xx.xx.xx.xx/home/jdoe/foo.txt
Section 2. Preparing to contact IBM Support
- Obtain the serial number of the appliance which experienced the problem. This is need for IBM entitlement processing, before a PMR can be created. Use the WebGUI, select Status > System > Version Information, locate tag on the case of the appliance, or from the CLI use Show System
- Locate the firmware version of the appliance. Use the WebGUI, select Status > System > Version Information or from the CLI use Show Version
- Have your IBM customer number ready.
- Determine the severity of your problem based on the Severity Levels table found in the following technote: "WebSphere DataPower Extended Maintenance and Support Services".
- Prepare to describe how the problem affects your business operations.
- Determine which telephone number IBM should use to contact you concerning this problem report.
Section 3. Contacting IBM Support and sending your MustGather information to IBM Support
- Reference our technote for information on Contacting IBM DataPower Gateway Appliance Support.
- After you have contacted IBM Support, a PMR number will be assigned. Create a zip file of the MustGather information:
- A text file which contains: the questions and answers to any of the MustGather steps, elaboration on the problem, list of steps to recreate, notation on specific errors, and description external events noted at the time of the error.
- WebGui Screen Captures
- CLI command output results
- An error report at the time of the error as described in section 1.
- Rename the zip file and send to IBM as noted in Exchanging information with IBM DataPower Gateway Technical Support for problem determination.
- Do not send any proprietary or confidential information from your company.
Related Information
[{"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Product":{"code":"SS9H2Y","label":"IBM DataPower Gateway"},"ARM Category":[{"code":"a8m50000000CdqOAAS","label":"DataPower->MGMT (MM)"}],"ARM Case Number":"","Platform":[{"code":"PF009","label":"Firmware"}],"Version":"2018.4","Edition":"Edition Independent","Line of Business":{"code":"LOB45","label":"Automation"}}]
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Document Information
Modified date:
06 April 2020
UID
swg21242396