IBM Support

MustGather - Collecting data: WebSphere DataPower SOA Appliances problem determination

Troubleshooting


Problem

Gather the following MustGather information for IBM Support to use in troubleshooting problems with the WebSphere DataPower SOA Appliance.

Resolving The Problem

The following information describes using the Webgui to collect the basic documentation needed by IBM support to investigate questions or problems when using IBM WebSphere DataPower SOA Appliances: WebSphere DataPower Integration Appliance XI50, WebSphere DataPower XML Security Gateway XS40, and WebSphere DataPower XML Accelerator XA35.

In the case where Web GUI is not available, you may collect data through the command line interface (CLI) as described by this technote.


Visit the WebSphere DataPower SOA Appliances Product support page for additional support content.

IMPORTANT : See Contacting IBM WebSphere DataPower SOA Appliance Support.

  1. A clear description of the question or problem.
  2. The severity of this issue to your business.
  3. List of steps to recreate the events that lead to the question or problem. Capture images of the screen to help describe the steps and events.
  4. Product:
    • WebSphere DataPower Integration Appliance XI50
    • WebSphere DataPower Integration Appliance XI52
    • WebSphere DataPower XML Security Gateway XS40
    • WebSphere DataPower Service Gateway XG45
    • WebSphere DataPower XML Accelerator XA35
  5. Serial Number of the appliance for IBM entitlement processing. Use the WebGUI , select Status > System > Version Information
  6. Firmware version. Use the WebGUI , select Status > System > Version Information
  7. IBM customer number
  8. Your telephone number as we might need to call you concerning this problem report


Note: Set the severity of your problem based on the Severity Levels table found in the following technote: WebSphere DataPower Extended Maintenance and Support Services

Set the following trace and logging settings:

  1. Access the DataPower SOA Appliance by using the WebGUI interface through your browser.
  2. From the Control Panel in the WebGUI , select the Troubleshooting icon.
  3. On the Troubleshooting Panel , under Logging , set the Log Level to "debug" by using the selection box. Click Set Log Level .
  4. Resubmit the request that causes the problem.


Recreate the problem.

Collect these files:

  1. From the Control Panel in the WebGUI , select the Troubleshooting icon.
  2. On the Troubleshooting Pane l , under Reporting , click the Generate Error Report button, click on the confirm and close pop-ups presented.
  3. Save the error report file to your personal computer.
    • Depending on your browser and browser configurations you may be able to save the error report from the View Error report selection, for example with Firefox 61.0.2, left click on the View Error Report and select Save Target As ... to save the Error Report to a local file.
    • Left Click on Control Panel and then left click on the File Management icon. Expand the temporary directory. Look for a file with this pattern error-report.{appliance serial number}.{YYYYMMDDHHMMSSSSS}EST.txt.gz. Left click on the file name to download the file to your personal computer. If the file is not in this directory, check if you have configured Failure Notification settings by selecting: Status -> System -> Failure Notification for the Failure Notification settings for the file location.
  4. Export your configuration to a file by opening the ADMINISTRATION menu from the left hand navigation list.
  5. Click Export Config to display the initial Export Configuration screen.
  6. Click the Create a backup of the entire system radio button and click Next.
  7. Enter a comment noting the problem and click Build Export button.
  8. The configuration of the entire system is backed up to a file named export.zip . An opportunity to download the zip is automatically presented on the next page.
  9. Click the Download button to down load the file to your workstation.


Send the files to IBM WebSphere DataPower Support:

  1. In your create a problem description document with a list of steps (much like these steps) describing how to recreate the problem. Include a descriptions of any internal events, or external events that occur during the recreation of the problem. Also include a description of the error which occurred, include any messages, log records, screen captures, or other interesting facts.
  2. Compress the Error Report, export.zip , problem description document and any files needed to describe, debug, and if possible recreate the problem into one compressed file.
  3. See Contacting IBM WebSphere DataPower SOA Appliance Support.

Note: Do not send any confidential or proprietary information from your company.

Document information

More support for: IBM DataPower Gateways

Software version: 7.1, 7.2, 7.5, 7.5.1, 7.5.2, 7.6, 7.7

Operating system(s): Firmware

Software edition: Edition Independent

Reference #: 1235587

Modified date: 29 August 2018


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