IBM Support

MustGather: Personalization for WebSphere Portal 6.1

Technote (troubleshooting)


Problem

This technote covers collecting data about personalization (PZN) of IBM® WebSphere® Portal 6.1. Gathering this MustGather information before calling IBM Support will help to understand the problem and save time analyzing the data.

Resolving the problem


Collecting personalization-specific information:
Provide the following information:

    Step 1: Obtain information on the environment:
    • WebSphere Portal version.
    • Operating system and version.
    • Internet browser and version used to access Portal.
    • JRE version.
    • What database is configured to Portal?
    • Is security enabled in Portal? If so, by what method?
    • Is an LDAP or are multiple LDAPs involved? If so, what LDAP and version?
    • What are the exact steps to reproduce your issue? Include screenshots if they help to explain the issue more clearly.
    Step 2: Collect trace data:

    Gather logs, trace, and configuration file information:

    Provide a detailed description of the issue you are reporting. Record the time, exact steps, and details of the logged-in user while enabling the traces and capturing the logs.

    1. Access the WebSphere Application Server administrative console using http://hostname:port_number/ibm/console.
    2. Go to Troubleshooting --> Logs and Traces --> Diagnostic Trace, and select the application server for your portal (WebSphere_Portal).
    3. Click Diagnostic Trace --> Change log detail levels (make sure that the Enable Trace checkbox is selected).
    4. Specify the required trace settings as follows:
      For issues with personalization in WebSphere Portal ( rules, campaigns, application objects ):
      com.ibm.websphere.personalization.*=all:com.ibm.websphere.query.*=all

      For issues with personalization and security :
      com.ibm.websphere.personalization.*=all

      For issues with personalization and Web Content Management (WCM) :
      com.ibm.websphere.personalization.*=all:com.ibm.websphere.query.*=all:
      com.ibm.workplace.wcm.pzn.*=all:com.ibm.workplace.wcm.services.pzn.*=all

      For issues with personalization and JCR :
      com.ibm.websphere.personalization.*=all:com.ibm.websphere.query.*=all:
      com.ibm.icm.jcr.*=all
      For issues with personalization authoring performance :
      com.ibm.websphere.personalization.*=all:com.ibm.wps.caf.*=all

      For issues with personalization runtime performance :
      com.ibm.websphere.personalization.*=all

      For issues with personalization publishing :
      com.ibm.websphere.personalization.*=all

      For configuration issues with personalization authoring environment
      (Navigator Portlet, Editor Portlet, and List Portlet):
      com.ibm.websphere.personalization.*=all:com.ibm.wps.caf.*=all

    5. Save your updates.
    6. Restart Portal.
      a) Stop the Portal server.
      b) Archive and delete the contents of the <WP_profile_root>/logs/WebSphere_Portal directory.
      c) Start Portal.
    7. Recreate the reported issue.
    8. To disable tracing, specify the trace string, *=info, and restart Portal.

    In the event that either the Trace.log or systemOut.log wrap, then increase the number of historical trace files to 20 and the number of historical systemOut.log files to 10.

    To increase the number of historical files:
    • Access the WebSphere Server administrative console using http://hostname:port_number/ibm/console.
    • Navigate to Troubleshooting --> Logs and Traces --> WebSphere_Portal>Diagnostic Trace, and update the maximum number of historical files to 20.
    • Navigate to Troubleshooting --> Logs and Traces --> WebSphere_Portal>JVM Logs, and update the maximum number of historical files to 10.
    • Save the changes and restart.

    Temporary tracing through the WebSphere Portal administration portlet:

    Traces can be set for a temporary period by using the Enable Tracing administration portlet or the WebSphere Server administrative console. Use the following steps to set traces using the portlet:

    1. Log into Portal as an administrator.
    2. Go to Administration --> Portal Analysis --> Enable Tracing.
    3. Type the required trace string into the "Append these trace settings" field as follows:
    com.ibm.wps.caf.*=all: com.ibm.websphere.personalization.*=all
    4. Click Add to update the "Current trace settings" field.

    NOTE:
    Restarting Portal will remove traces that were set using the Enable Tracing Administration portlet.

    To disable tracing:


    1. Select the current trace settings and click Remove. In the example above, the current setting is
    com.ibm.wps.caf.*=all: com.ibm.websphere.personalization.*=all=enabled

    2. Type the trace string, *=info, into the "Append these trace settings" field and click Add. This trace string overwrites all settings listed under "Current trace settings" and resets to the default.

    Step 3: Collect the required files and send them to IBM Support
    Provide the following files for review:

    <WP_profile_root>/PortalServer/config/config/services/PersonalizationService.properties

    <WP_profile_root>/logs/WebSphere_Portal directory


Follow the instructions to send diagnostic information to IBM support and provide all diagnostic information captured above. This requires that a PMR be opened if one does not already exist.

Refer to the detailed instructions in Document #1201571, " Exchanging information with IBM Technical Support for problem determination", to make the information available and to update your problem record.

Document information

More support for: IBM Web Content Manager
Personalization

Software version: 6.1, 7.0, 8.0, 8.5

Operating system(s): AIX, HP-UX, IBM i, Linux, Solaris, Windows, z/OS

Software edition: Enable, Express, Extend, Server

Reference #: 1315586

Modified date: 19 March 2009


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