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MustGather: WebSphere Commerce Struts framework problems

 Technote (troubleshooting)
 
Problem(Abstract)
MustGather for problems with WebSphere Commerce servers experiencing problems with the Struts framework. Gathering this information before calling IBM support will help familiarize you with the troubleshooting process and save you time.
 
Cause
Before collecting the information described below, have you considered the following options:
  • Upgrading your software (WebSphere Commerce, WebSphere Application Server, JDK) to the latest service level to take advantage of the most up-to-date enhancements and fixes
  • Reviewing WebSphere Commerce customizations or extensions. A large number of Struts problems reported by WebSphere Commerce customers are the result of incorrect configurations of customized components. Reviewing these customizations and understanding how they work is critical to the problem determination process when working with IBM support
 
Resolving the problem
The following instructions describe how to collect the necessary data, and gather the required information for IBM support.
Part A: Enable tracing

Consult the Enable tracing topic in the WebSphere Commerce Information Center to enable the following trace settings on your environment where the problem is occurring.

com.ibm.websphere.commerce.WC_SERVER=all:org.apache.struts.*=all


Part B: Reproduce the problem

The environment is now configured to capture the necessary data when the problem occurs. Reproduce the problem on your environment and proceed to the next step.


Part C: Collect all necessary data

After reproducing the problem, collect the following files:
  1. Trace Files
    <WAS_HOME>\profiles\<profile>\logs\server1\trace.log
    <WAS_HOME>\profiles\<profile>\logs\server1\SystemOut.log
    <WAS_HOME>\profiles\<profile>\logs\server1\SystemErr.log
  2. Struts Configuration Files
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.xml
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.xmi
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.tld
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.dtd
  3. Screen captures (optional)
    Where appropriate, it might be helpful to collect screen captures of the scenario to help IBM support better understand the problem.


Part D: Submit files to IBM Support

Include the information collected in Part C in the package that you send to IBM. Refer to the section entitled Submitting information to IBM Suport in the MustGather: Read first for all WebSphere Commerce products technote for details on how to submit data to IBM.

 
 
Cross Reference information
Segment Product Component Platform Version Edition
CommerceWebSphere Commerce Professional EditionImplementation / UsageAIX, i5/OS, Linux, Solaris, Windows6.0Professional Edition
CommerceWebSphere Commerce - ExpressImplementation / Usagei5/OS, Linux, Windows6.0Express
CommerceWebSphere Commerce Developer EnterpriseImplementation / UsageWindows6.0Enterprise
CommerceWebSphere Commerce Developer Professional EditionImplementation / UsageWindows6.0Developer Professional Edition
CommerceWebSphere Commerce Developer ExpressImplementation / UsageWindows6.0Developer Express
 
 

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Document information
 Product categories:
 Software
 Commerce
 Other Commerce
 WebSphere Commerce Enterprise
 Implementation / Usage
 Operating system(s):
  AIX, Linux, Solaris, Windows, i5/OS
 Software version:
  6.0
 Software edition:
  Enterprise
 Reference #:
  1257367
 IBM Group:
 Software Group
 Modified date:
 2007-05-01

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