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MustGather: Read first for all WebSphere Commerce products

 Technote (troubleshooting)
 
Problem(Abstract)
MustGather documents aid in problem determination and save time resolving Problem Management Records (PMRs).

Gathering this data before calling IBM® support will help you understand the problem and save time analyzing the data.
 
Resolving the problem
Collecting MustGather data early, even before opening the PMR, helps IBM® Support quickly determine if:
  1. Symptoms match known problems (rediscovery).
  2. There is a non-defect problem that can be identified and resolved.
  3. There is a defect that identifies a workaround to reduce severity.
  4. Locating root cause can speed development of a code fix.

MustGather: Readme first table of contents:
Gathering general information
Gathering component specific information
Submitting information to IBM Support


Gathering general information

For WebSphere Application Server V5.0.2 or later, use the collector tool to capture general information for each host machine. If you are running a version previous to V5.0.2, you can also manually collect the general information.

Entering "Collector -summary" output into an electronically-opened PMR (ESR) eliminates waiting on the phone to provide general information to Level 1 support.

The following information is essential for IBM Support to understand how your WebSphere® Commerce environment is configured. Gather the following information for each of the WebSphere Commerce machines:
  • The WebSphere Commerce version and edition
  • The WebSphere Application Server version and edition
  • The WebSphere Studio Application Developer or Rational Application Developer version (if using WebSphere Commerce Developer edition)
  • The database server type and version
  • The Web server type and version
  • The operating system type and version
  • The topology of your WebSphere Commerce environment

If you are using WebSphere Commerce V5.6 or higher, the IBM Support Assistant utility can be used to collect all the necessary logs or configuration files. For more information on how to use the IBM Support Assistant with WebSphere Commerce please refer to the WebSphere Commerce information center.

You may also use the IBM Support Assistant to open a new PMR and submit with the collected log files. This will help speed up the initial problem determination process.




Gathering component specific information

Review the components and the component descriptions in the table below. If one of the product components below matches your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated MustGather document:




MustGather documents by component or problem for WebSphere Commerce


Change History
Last Updated: 17 December 2007
  • 17 December 2007: Added Inventory issues link
  • 11 December 2007: Added Promotions issues and Payments issues links
  • 16 November 2007: Added Web 2.0 Madisons Store link
 
 
Cross Reference information
Segment Product Component Platform Version Edition
CommerceWebSphere Commerce Professional EditionGetting StartedAIX, i5/OS, Linux, Solaris, Windows5.6, 5.6.1, 6.0Professional Edition
CommerceWebSphere Commerce - ExpressGetting Startedi5/OS, Linux, Windows5.6, 5.6.1, 6.0Express
CommerceWebSphere Commerce Business EditionGetting StartedAIX, i5/OS, Linux, Solaris, Windows5.6, 5.6.1Business Edition
CommerceWebSphere Commerce Developer EnterpriseGetting StartedWindows6.0Enterprise
CommerceWebSphere Commerce Developer Professional EditionGetting StartedWindows5.6, 5.6.1Developer Professional Edition
CommerceWebSphere Commerce Developer ExpressGetting StartedWindows5.6, 5.6.1, 6.0Developer Express
 
 

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Document information
 Product categories:
 Software
 Commerce
 Other Commerce
 WebSphere Commerce Enterprise
 Getting Started
 Operating system(s):
  AIX, Linux, Solaris, Windows, i5/OS
 Software version:
  6.0
 Software edition:
  Enterprise
 Reference #:
  1206092
 IBM Group:
 Software Group
 Modified date:
 2008-11-11

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