Troubleshooting
Problem
Collecting data for problems with the IBM WebSphere Application Server Dynamic cache component. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.
Resolving The Problem
The first step in solving a problem with Dynamic cache in WebSphere Application Server (all versions) is to reproduce the problem with Dynamic cache tracing enabled. This will give you a clear understanding of the environment's topology.
If possible, provide a simple testcase that has no external dependancies. If a testcase cannot be provided collect the following data.
- Run genHistoryReport.bat or genHistoryReport.sh which is located in the following directory:
install_root/profiles/profile_name/bin
Note: The historyreport.html file will be generated in your working directory.
- Clear all Application Server logs:
- Logs for your Application Server:
- native_stderr
- native_stdout
- SystemErr
- SystemOut
They are located in the following directory:
install_root/profiles/profile_name/logs/server_name
- If you have configured to write Application Server log files into a different location, then clear them accordingly.
- Clear all Application Server FFDC logs. FFDC files are located in the following directory:
install_root/profiles/profile_name/logs/ffdc
If you have configured to write FFDC log files into a different location, then clear them accordingly.
- Stop the Web server.
- Delete all Web server logs and the http_plugin.log file on the Web server system.
- Enable full plug-in trace. To perform a plug-in trace.
- Start the Web server.
- Important: Synchronize clocks on all Web server and WebSphere Application Server systems.
- Collect the following trace.
- Dynacache replication is disabled:
*=info:com.ibm.ws.cache.*=all
- Dynacache replication is enabled:
*=info:com.ibm.ws.cache.*=all:com.ibm.ws.drs.*=all
For detailed instructions on enabling trace, see How to setup a Trace.
When you recreate the problem:
- Collect the following documents and information:
- Were clocks synchronized?
- The Application Server logs:
- native_stderr
- native_stdout
- SystemErr
- SystemOut
- trace logs
- The cache instance name associated to the failure.
- The cache ID associated to the failure.
- FFDC logs with the current date from the following directory:
install_root/profiles/profile_name/logs/ffdc
- Complete configuration - the entire content from the following directory (under the Deployment Manager profile).
install_root/profiles/profile_name/config
Compress the content into a .zip file (for example: Config.zip).
- The http_plugin.log file.
- The plugin-cfg.xml file.
- The Web server configuration files, such as httpd.conf for HTTP Server.
- The Web server logs, such as access and error logs for HTTP Server.
- The historyReport.html file from running genHistoryReport.bat or genHistoryReport.sh.
- Cluster configuration, details of each Application Server in the cluster, including the node on which the application server exists, replication domain configuration details along with individual replicators.
- Follow instructions to send diagnostic information to IBM support.
For a listing of all technotes, downloads, and educational materials specific to the Dynacache component, search the WebSphere Application Server support site.
Related information
Submitting information to IBM support
Steps to getting support for WebSphere Application Server
MustGather: Read first for WebSphere Application Server
Troubleshooting guide for WebSphere Application Server
To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:
- IBM Support Assistant (ISA)
- Service Request (SR)
- FTP to the Enhanced Customer Data Repository (ECuRep)