IBM Support

MustGather - Collecting data: IBM DataPower Gateway Appliances problem determination

Troubleshooting


Problem

Gather the following MustGather information for IBM Support to use in troubleshooting problems with the IBM DataPower Gateway 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 DataPower Gateway Appliances (IDG / X2).

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


Visit the IBM DataPower Gateway Appliances Product support page for more support content.

IMPORTANT: See Contacting IBM DataPower Gateway Appliance Support.

 
► Provide problem description:
  1. A clear detailed description of the question or problem.
  2. 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.

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 log level to debug:

  1. Access the IBM DataPower Gateway 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" (if lower environment) or "Info" (if production) by using the selection box. Click Set Log Level.
 


  Recreate the problem.


 Collect the error-report:

  1. From the Control Panel in the WebGUI, select the Troubleshooting icon.
  2. On the Troubleshooting Panel, under Reporting, click the Generate Error Report button, click on Confirm and close pop-ups presented.
  3. Save the error report file to your personal computer.
    • Depending on your browser and browser configurations you might 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 whether you have configured Failure Notification settings by selecting: Status -> System -> Failure Notification for the Failure Notification settings for the file location.


 Send the files to IBM DataPower Gateway Support:

Upload the files to the Datapower support case -
https://www.secure.ecurep.ibm.com/app/upload_sf

[{"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SS9H2Y","label":"IBM DataPower Gateway"},"Component":"General","Platform":[{"code":"PF009","label":"Firmware"}],"Version":"2018.4.1","Edition":"Edition Independent","Line of Business":{"code":"LOB45","label":"Automation"}}]

Document Information

Modified date:
11 November 2022

UID

swg21235587