MustGather information for web server crashes (Windows)

System preparation

The Dr. Watson tool supplied with Windows must be configured to save information about program crashes. This setup step must be performed prior to the crash.

  1. Start DRWTSN32.EXE from the Command Prompt. The Dr. Watson configuration dialog will look similar to the following:
  2. Make a note of the paths of the log file and crash dumps. After a crash has occurred, files will be retrieved from those locations.
  3. Enable the following options:
  4. We recommend that the following option be disabled so that IBM HTTP Server recovers as quickly as possible after a crash:
  5. Ensure that Number of Instructions is at least 10.
  6. Ensure that Number of Errors to Save is at least 10.
  7. If your version of Dr. Watson has the capability to select Crash Dump Type, then select Full.

Obtaining information after the crash occurs

These steps must be performed after the crash occurs.

  1. Crash information

    Save the Dr. Watson log and crash files. These are in the locations configured in the DRWTSN32.EXE program, as displayed above under System preparation. Example:

    C:\Documents and Settings\All Users\Documents\DrWatson>dir
     Volume in drive C is C_Drive
     Volume Serial Number is 98E7-6D3C
    
     Directory of C:\Documents and Settings\All Users\Documents\DrWatson
    
    08/05/2003  09:32a                .
    08/05/2003  09:32a                ..
    04/05/2005  03:48p           1,118,951 drwtsn32.log
    04/05/2005  03:49p          12,969,444 user.dmp
                   2 File(s)     14,088,395 bytes
                   2 Dir(s)  18,162,450,432 bytes free
    

    The files drwtsn32.log and user.dmp are the files to save.

  2. System and web server version and configuration information

    Use the System and web server information tool to gather this information. This will result in a directory of information called ServerConfig.timestamp, which should then be zipped.

  3. web server configuration file

    The default file is

    install_root\conf\httpd.conf
    
  4. web server error log

    The default file is

    install_root\logs\error.log
    

    The configuration file may have been changed to specify a different error log.

  5. WebSphere plug-in trace file

    The actual location is specified in plugin-cfg.xml and is generated by configuring LogLevel="Trace".

    Example:

    c:\WebSphere\AppServer\logs\http_plugin.log
    
  6. Windows system information

    Run Start/Programs/Accessories/System Tools/System Information, highlight the top level "System Information" selection, right mouse click, select "Save as Text File", enger "system_info" for the filename to save as, and then "Save" (this may take a few minutes):

Recap of information to send to IBM support:

  1. Dr. Watson log and crash files
  2. a .zip archive of the ServerConfig.timestamp directory
  3. web server configuration file
  4. web server error log
  5. WebSphere plug-in trace file
  6. Windows system information, as exported to file system_info.txt by the System Information program
Instructions to send diagnostic information to IBM support.

Known Windows drwtsn32.log crashes:

In order to identify a known crash from drwtsn32.log, first open the log file in a text editor, e.g. notepad.exe. Move to the bottom of the file, then select Edit/Find, check Match-case, select Direction-Up, and enter the Find-what text "FAULT" (do not include the quotes).

Known crashes can be identified by looking for the text indicated below. It will be either close to the FAULT pointer or in the Function Name of the Stack Back Trace just below the FAULT pointer.

Search text Problem Resolution
ap_die IHS 2.0.42.2: Fixed in APAR PQ85834
IHS 2.0.47: Fixed in IHS 2.0.47.1