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Abstract |
The IBM® Support Assistant tool for WebSphere® Application
Server simplifies data collection and symptom analysis in order to save
time troubleshooting your problems. |
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Content |
Using the IBM Support Assistant to automatically collect MustGather
data benefits you by:
- Reducing the amount of time required to set up tracing and
then reproducing a problem.
- Setting up proper tracing levels, correctly the first
time.
- Simplifying sending the appropriate log information into
IBM support.
- Performing symptom analysis to help streamline the problem
determination process.
Perform the following steps to begin collecting MustGather data using the
IBM Support Assistant:
- Download and install IBM Support Assistant
version 3.
- Install a WebSphere Application Server product feature in IBM Support
Assistant:
- Open the IBM Support Assistant.
- Click Updater on the menu bar.
- Click the New Products and Tools tab.
- Click WebSphere to expand and display the available product
features.
- Select one of the WebSphere Application Server product features to
install.
- Click Install.
- Click Yes to accept the licensing agreement.
- Click OK after the new product feature has installed
successfully.
- Restart the IBM Support Assistant. After the restart, the product
should display when clicking on Product Information on the menu
bar.
- Start collecting MustGather data using the IBM Support Assistant:
- Open the IBM Support Assistant.
- Click Service on the menu bar.
- Click Collect data.
- Select the check box for your product.
- Select a Problem type.
- Click Collect.
- Click OK when prompted to continue.
The IBM Support Assistant provides a portable collector that facilitates
remote data collection for the supported products. In order to leverage
the portable collector, complete the following steps:
- Start the IBM Support Assistant tool.
- Navigate to the Service panel.
- From the Service panel, click Create Portable Collector.
- From the Select a product drop down list box, select a product.
- Enter the output directory into the Output directory text
field.
- Enter a name for the portable collector, ending with .jar in
the Output file name (*.jar).
- Click Export. The portable collector will be persisted to the
output directory.
- Use FTP to move the portable collector to the host machine targeted
for data collection.
- Put the JAR file in a directory that is manageable for the user
credentials used to access the remote machine (FTP and Telnet user).
- Telnet to the host machine and change to the directory containing the
portable collector deployed in the preceding step. A sub-directory can be
created for easy clean up after the collection.
- Use the following command to unpack the portable collector:
jar xvf
portable_collector.jar |
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- Issue the following command to change the permissions on the portable
collector components:
- Start the portable collector by issuing the following script,
depending on the platform:
- Follow the instructions displayed by the portable collector as it
runs.
Problem types help the Collector know what data to collect. Select the
problem type that most closely matches your problem. If unsure, select the
most general problem type.
This is a special-case problem type that invokes the AutoPD symptom
analysis function against an existing set of files. No collection zip file
is created for this problem type – the tool simply produces an analysis
report and makes it available to the user.
This problem type can prove useful in cases where WebSphere Application
Server log files have been submitted to IBM Support by means other than
the AutoPD tool. In such cases, the IBM Support personnel can invoke
AutoPD symptom analysis, and use it to extract the relevant log records
from the files that were submitted.
List of files collected
As indicated earlier, there is no collection zip file for this problem
type. The results of the symptom analysis are saved locally in the
RasGUI_HOME/tmp/autopd directory, with a filename constructed as
follows:
autopd_analysis_report_[problem-type]_[timestamp].html |
Trace enablement settings
No traces are enabled for this problem type.
This is a special-case problem type that invokes the AutoPD product data
collection function for the system where AutoPD is running.
This problem type can prove useful in cases where you need to know the
exact maintenance levels of the various IBM software products that are
installed on your system.
List of files collected
There is no collection zip file for this problem type. The tool creates
an analysis report containing only the product information that usually
appears at the bottom of these reports. This analysis report is saved
locally in the RasGUI_HOME/tmp/autopd directory, under the
filename autopd_analysis_report.html.
Trace enablement settings
No traces are enabled for this problem type.
This problem type is used to collect cores for problems related to
WebSphere Application Server crashes.
Note: This collection type is not supported on the iSeries™
platform.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/topology.properties
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
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WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
In addition to these common files, various OS-specific files for Linux,
AIX, Solaris, and Windows are also included in the collection.
Trace enablement settings
No traces are enabled for this problem type.
This problem type is used to perform setup activities that will make it
possible in the future to collect cores for problems related to WebSphere
Application Server crashes.
Note: This collection type is not supported on the iSeries™
platform.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/topology.properties
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
In addition to these common files, various OS-specific files for Linux,
AIX, and Solaris are also included in the collection.
Trace enablement settings
No traces are enabled for this problem type.
This problem type is used to collect traces for problems related to
database connection from WebSphere Application Server.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
-
RasGUI_HOME/DBconnection/ConnectionPoolInfo.txt
- RasGUI_HOME/topology.properties
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
-
WAS_HOME/properties/version/history/event.history
- WAS_HOME/logs/activity.log
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
- WAS_PROFILE_HOME/logs/activity.log
Trace enablement settings
The following traces are enabled for this problem type:
- Websphere Application Server tracing level settings for
database connection pooling for Application Server V5:
RRA=all=enabled:
WAS.j2c=all=enabled:
com.ibm.ejs.jts.*=all=enabled:
com.ibm.ws.LocalTransaction.*=all=enabled:
EJBContainer=all=enabled:
PMGR=all=enabled |
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- Websphere Application Server tracing level settings for
database connection pooling for Application Server V6:
RRA=all:
WAS.j2c=all:
com.ibm.ws.Transaction.*=all=enabled:
com.ibm.ws.LocalTransaction.*=all=enabled
EJBContainer=all:
PMGR=all |
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- Websphere Application Server tracing level settings for
JMS connection pooling for Application Server V5:
Messaging=all=enabled:
JMSApi=all=enabled:
com.ibm.ejs.jts.*=all=enabled:
com.ibm.ws.LocalTransaction.*=all=enabled |
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- Websphere Application Server tracing level settings for
JMS connection pooling for Application Server V5:
Messaging=all:
JMSAPI=all:
com.ibm.ws.Transaction.*=all=enabled:
com.ibm.ws.LocalTransaction.*=all=enabled |
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- Websphere Application Server tracing level settings for
EIS connection pooling for Application server V5:
com.ibm.ejs.jts.*=all=enabled:
com.ibm.ws.LocalTransaction.*=all=enabled |
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- Websphere Application Server tracing level settings for
EIS connection pooling for Application server V5:
com.ibm.ws.Transaction.*=all=enabled:
com.ibm.ws.LocalTransaction.*=all=enabled |
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Note: These trace setting strings are contiguous; they have been
reformatted here for readability.
This problem type is used to collect traces for general WebSphere
Application Server problems.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/topology.properties
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
Trace enablement settings
No traces are enabled for this problem type.
This problem type is used for hang problems related to WebSphere
Application Server.
Note: This collection type is not supported on the iSeries
platform.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/topology.properties
- core*.* from the temporary install directory
- javacore*.* from the JVM working directory
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
- WAS_HOME/bin/core*.*
- WAS_HOME/bin/javacore*.*
- WAS_HOME/javacore*.*
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
- WAS_PROFILE_HOME/bin/core*.*
- WAS_PROFILE_HOME/bin/javacore*.*
- WAS_PROFILE_HOME/javacore*.*
In addition to these common files, various OS-specific files for Linux,
AIX, and Solaris are also included in the collection.
Trace enablement settings
No traces are enabled for this problem type.
This problem type is used to collect traces for problems related to the
Java Message Service components in WebSphere Application Server.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/tmp/autopd/topology.properties
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
Trace enablement settings
The following traces are enabled for this problem type:
- WebSphere Application Server tracing level setting:
JMSApi=all=enabled:
JMSServer=all=enabled:
JMSQueueManager=all=enabled:
Messaging=all=enabled:
com.ibm.ejs.jts.*=all=enabled |
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Note: These trace setting strings are contiguous;
they have been reformatted here for readability. |
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- Java Virtual Machine traceing level settings:
This problem type is used to collect traces for problems related to the
Object Request Broker components in WebSphere Application Server.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/orb-general-info.txt
- RasGUI_HOME/ orb-interoperability-questions.txt
(if interoperability problem only)
- RasGUI_HOME/topology.properties
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
Trace enablement settings
The following traces are enabled for this problem type:
- Websphere Application Server tracing level settings:
- Java Virtual Machine tracing level settings:
-Dcom.ibm.CORBA.Debug=true
-Dcom.ibm.CORBA.CommTrace=true |
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This is a special-case problem type that invokes the WebSphere
Application Server RAS Collect utility, and then includes the .zip file it
produces in the usual AutoPD collection .zip file. AutoPD symptom analysis
is performed on the usual set of WebSphere Application Server log files.
List of files collected
The following files are collected on all operating systems:
- RasGUI_HOME/tmp/autopd/levelreport.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/topology.properties
- collector.[sh/bat] output
Trace enablement settings
No traces are enabled for this problem type.
This problem type is used to collect traces for problems related to
WebSphere Application Server sessions.
List of files collected
The following files are collected on all operating systems:
- native_stderr.log
- native_stdout.log
- SystemErr.log
- SystemOut.log
- trace.log
- http_plugin.log (directory location varies)
-
RasGUI_HOME/tmp/autopd/autopd_analysis_report.html
- RasGUI_HOME/tmp/autopd/errorMsgInfo.html
- RasGUI_HOME/log/autopd.log
- RasGUI_HOME/log/autopdecho.log
- RasGUI_HOME/log/loginstance: entire
subdirectory
- RasGUI_HOME/topology.properties
WebSphere Application Server V5 only:
- WAS_HOME/logs/addNode.log
- WAS_HOME/logs/removeNode.log
- WAS_HOME/logs/nodeAgent.log
- WAS_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_HOME/logs/ffdc/${ServerName}_[0-9].* (latest
file only)
- WAS_HOME/config: entire subdirectory, excluding
.ear files
WebSphere Application Server V6 only:
- WAS_PROFILE_HOME/logs/addNode.log
- WAS_PROFILE_HOME/logs/removeNode.log
- WAS_PROFILE_HOME/logs/nodeAgent.log
- WAS_PROFILE_HOME/logs/${ServerName}: entire
subdirectory
-
WAS_PROFILE_HOME/logs/ffdc/${ServerName}_exception.log
- WAS_PROFILE_HOME/logs/ffdc/${ServerName}_[0-9].*
(latest file only)
- WAS_PROFILE_HOME/config: entire subdirectory,
excluding .ear files
Trace enablement settings
The following traces are enabled:
- WebSphere Application Server tracing level settings if
memory persistence is enabled:
com.ibm.ws.webcontainer.httpsession.*=all=enabled:
com.ibm.ws.webcontainer.srt.*=all=enabled:
com.ibm.ws.drs.*=all=enabled |
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- WebSphere Application Server tracing level settings if
memory persistence is disabled:
com.ibm.ws.webcontainer.httpsession.*=all=enabled:
com.ibm.ws.webcontainer.srt.*=all=enabled |
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Note: These trace setting strings are contiguous; they have been
reformatted here for readability.
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Cross Reference information |
Segment |
Product |
Component |
Platform |
Version |
Edition |
Application Servers |
IBM HTTP Server |
Not Applicable |
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Application Servers |
WebSphere Edge Server |
Not Applicable |
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Business Integration |
WebSphere Business Integration Server Foundation |
General |
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Application Servers |
WebSphere Application Server Enterprise |
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Application Servers |
WebSphere Application Server - Express |
General |
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Application Servers |
WebSphere Extended Deployment |
General |
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Application Servers |
Runtimes for Java Technology |
Java SDK |
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