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Using IBM Support Assistant to collect MustGather data
 Product documentation
 
Abstract
The IBM Support Assistant tool for WebSphere Application Server simplifies data collection and symptom analysis in order to save time troubleshooting your problems.
 
 
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.

Collecting data using the IBM Support Assistant

Perform the following steps to begin collecting MustGather data using the IBM Support Assistant:
  1. Download and install IBM Support Assistant version 3.

  2. Install a WebSphere Application Server product feature in IBM Support Assistant:
    1. Open the IBM Support Assistant.

    2. Click Updater on the menu bar.

    3. Click the New Products and Tools tab.

    4. Click WebSphere to expand and display the available product features.

    5. Select one of the WebSphere Application Server product features to install.

    6. Click Install.

    7. Click Yes to accept the licensing agreement.

    8. Click OK after the new product feature has installed successfully.

    9. Restart the IBM Support Assistant. After the restart, the product should display when clicking on Product Information on the menu bar.

  3. Start collecting MustGather data using the IBM Support Assistant:
    1. Open the IBM Support Assistant.

    2. Click Service on the menu bar.

    3. Click Collect data.

    4. Select the check box for your product.

    5. Select a Problem type.

    6. Click Collect.

    7. Click OK when prompted to continue.


Collecting data using the portable collector

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:
  1. Start the IBM Support Assistant tool.

  2. Navigate to the Service panel.

  3. From the Service panel, click Create Portable Collector.

  4. From the Select a product drop down list box, select a product.

  5. Enter the output directory into the Output directory text field.

  6. Enter a name for the portable collector, ending with .jar in the Output file name (*.jar).

  7. Click Export. The portable collector will be persisted to the output directory.

  8. Use FTP to move the portable collector to the host machine targeted for data collection.

  9. Put the JAR file in a directory that is manageable for the user credentials used to access the remote machine (FTP and Telnet user).

  10. 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.

  11. Use the following command to unpack the portable collector:

    jar xvf portable_collector.jar

  12. Issue the following command to change the permissions on the portable collector components:

    chmod -R 755 *

  13. Start the portable collector by issuing the following script, depending on the platform:

    startcollector.[bat|sh]

  14. Follow the instructions displayed by the portable collector as it runs.


Listing of data collector problem types

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.

Analysis Report
Collect Product Information
Crash Collect Core Problem
Crash Set Core Problem
Database Connection Pooling Problem
General Problem
Hang Problem
JMS Problem
ORB Problem
RAS Collector Tool
Session Management Problem

Analysis Report

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.
Collect Product Information

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.

Crash Collect Core Problem

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/${ServerName}: entire subdirectory
  • WAS_HOME/logs/ffdc/${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.

Crash Set Core Problem

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.

Database Connection Pooling Problem

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

  • 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

  • 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

  • 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

  • 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

  • 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

Note: These trace setting strings are contiguous; they have been reformatted here for readability.

General Problem

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.

Hang Problem

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.

JMS Problem

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

    Note: These trace setting strings are contiguous; they have been reformatted here for readability.

  • Java Virtual Machine traceing level settings:

    -DMQJMS_TRACE_LEVEL=base


ORB Problem

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:

    ORBRas=all=enabled

  • Java Virtual Machine tracing level settings:

    -Dcom.ibm.CORBA.Debug=true -Dcom.ibm.CORBA.CommTrace=true


RAS Collector Tool

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.

Session Management Problem

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

  • 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

Note: These trace setting strings are contiguous; they have been reformatted here for readability.

 
 
Cross Reference information
Segment Product Component Platform Version Edition
Application ServersIBM HTTP ServerNot Applicable
Application ServersWebSphere Edge ServerNot Applicable
Business IntegrationWebSphere Business Integration Server FoundationGeneral
Application ServersWebSphere Application Server Enterprise
Application ServersWebSphere Application Server - ExpressGeneral
Application ServersWebSphere Extended DeploymentGeneral
Application ServersRuntimes for Java TechnologyJava SDK
 
 

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Document information
 Product categories:
 Software
 Application Servers
 Distributed Application & Web Servers
 WebSphere Application Server
 General
 Operating system(s):
  AIX, HP-UX, Linux, Solaris, Windows
 Software version:
  5.1, 6.0, 6.1
 Software edition:
  Base, Network Deployment
 Reference #:
  7007939
 IBM Group:
 Software Group
 Modified date:
 2006-08-15

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