MustGather: Installation problems

Technote (FAQ)
Problem
MustGather for problems with the WebSphere® Application Server (all versions) Install component. Gathering this information before calling IBM® support helps familiarize you with the troubleshooting process and saves you time.
Solution
If you already contacted support, continue to the component-specific MustGather information. Otherwise, click: MustGather: Read first for all WebSphere Application Server products.


Install specific MustGather information

Verify that all installation prerequisites have been met for the version and fix pack level of WebSphere Application Server that you are installing.

During your installation of WebSphere Application Server, a log file is created which identifies the steps used to perform the installation, and any problems encountered during this process. Use the appropriate section below to identify the location of these install log files, so that they can be provided to the support team and someone can assist you with the problem analysis, identification, and resolution.

Note: References below to install_root are used to indicate your base installation directory into which WebSphere Application Server is installed. For example:
  • UNIX®:/usr/WebSphere/AppServer
  • Windows®:c:\Program Files\WebSphere\AppServer

WebSphere Application Server V3.5 (all releases):
  • WebSphere Application Server base installation log file:
    • UNIX:/tmp/wsas.install.log
    • Windows:install_root/ logs/wssetup.log

  • WebSphere Application Server fix pack install problems:
    • install_root/logs/was35_ptf_*.log
    • install_root/logs/jdk_ptf_*.log
    • install_root/logs/ihs_ptf_*.log

    Note:
    The asterisk (*) is the fix pack level

  • In addition to the installation log files, provide the following files:
    • install_root/logs/activity.log
    • install_root/logs/native.log
    • install_root/logs/stderr
    • install_root/logs/stdout
    • install_root/logs/tracefile

  • install_root/bin/admin.config

  • Follow instructions to send diagnostic information to IBM support.


WebSphere Application Server V4.0 (all releases):
  • WebSphere Application Server base installation log file:
    • UNIX:/tmp/wsas.install.log
    • Windows:install_root/logs/wssetup.log

  • WebSphere fix pack install problems:
    • install_root/logs/was40_ptf_*.log
    • install_root/logs/jdk_ptf_*.log
    • install_root/logs/ihs_ptf_*.log

    Note: The asterisk (*) is the fix pack level

  • In addition to the installation log files, provide the following files:
    • install_root/logs/activity.log
    • install_root/logs/native.log
    • install_root/logs/stderr
    • install_root/logs/stdout
    • install_root/logs/tracefile

  • install_root/config/plugin-cfg.xml

  • install_root/properties/com/ibm/websphere/product.xml

  • install_root/bin/admin.config

  • Follow instructions to send diagnostic information to IBM support.


WebSphere Application Server V5.0 (all releases)


WebSphere Application Server V5.1 (all releases)


For a listing of all technotes, downloads, and educational materials specific to the Install component, search the WebSphere Application Server support site.
Related information
Submitting information to IBM support

Steps to getting support

MustGather: Read first

Troubleshooting guide












Document Information

Product categories: Software, Application Servers, Distributed Application & Web Servers, WebSphere Application Server, Install
Operating system(s): Multi-Platform
Software version: 3.5, 4.0, 5.0, 5.1, 6.0
Software edition: Edition Independent
Reference #: 1141928
IBM Group: Software Group
Modified date: 2004-11-30