MustGather: ClearQuest Web Java Server

Technote (FAQ)


Question

What steps can you follow to gather additional information for IBM Rational ClearQuest Support in resolving issues with the ClearQuest Web Java Server?

Answer



The following sections provide MustGather details for the specific ClearQuest versions and operating systems. Click on the section heading to expand that section.

Diagnostic Automation with IBM Support Assistant

MustGather data collection for ClearQuest 7.0.x Windows Web server

MustGather data collection for ClearQuest 7.0.x Linux and UNIX Web servers

Collecting data for version 7.0.x for Linux and UNIX systems

Gather Rational Software information
Get the Rational Product versions and patch levels of every Rational product installed on the server. For clearquest, this can be obtained by opening a terminal window and changing to the <install dir>/Rational/clearquest/bin folder and running:

./clearquest -ver


Collecting ClearQuest Web system information
Gather the unix/linux version and kernel number from your machine. This can be done by typing the following command from a terminal window:

uname -a

Get the umask setting by typing:

umask

Get the free disk space for the /tmp and the install folder by typing

df -m

Get a list of the environment variables by typing

env


Provide information on the login account that performed the installation, was it root, or was it done as pseudo root

Collecting ClearQuest Web configuration information
Gather the following configuration files

<install dir>/Rational/common/rwp/IHS/conf/httpd.conf

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile1/
config/cells/DefaultNode/virtualhosts.xml

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles/plugin_cfg.xml

<install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1/
installedApps/DefaultNode/RationalClearQuestWeb.ear/CQWebModule.war/WEB-INF/
classes/common.properties

<install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1/
installedApps/DefaultNode/RationalClearQuestWeb.ear/CQWebModule.war/WEB-INF/
classes/pl.properties

<install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1/
installedApps/DefaultNode/RationalClearQuestWeb.ear/CQWebModule.war/WEB-INF/
classes/jtl.properties

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/jtl.properties

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/common.properties

<install dir>/Rational/ClearQuest/cqweb/csm.properties

In addition, if SSL is enabled, include this file as well

<install dir>/Rational/common/rwp/IHS/conf/ssl.conf


Collecting ClearQuest Web Logging information
Note: The default install directory is /opt
Stop ClearQuest Web services or restart your machine
Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin

Launch "cqserver_shutdown.sh" from <install dir>/Rational/clearquest/cqweb


Enable ClearQuest Core trace.

To enable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory.
Note
: If install directory is different than indicated, modifications will need to be made to accommodate your install directory

Add the following line near the top of the script:

CQ_DIAG_TRACE="PERL;SQL=3;RESULTSET=2;HOOKS=2;THROW;EDIT;TIMER;API;SCRIPTSERVER;SESSION;LICENSE;DB_MISC;DB_CONNECT;"

CQ_DIAG_REPORT="MESSAGE_INFO=0x070B;DIAG_FLAGS=-1;OUTPUT_LIMIT=1000000"    CQ_DIAG_OUTPUT="/opt/rational/clearquest/cqweb/cqserver
/logs/cq_trace.log"
export CQ_DIAG_TRACE
export CQ_DIAG_REPORT
export CQ_DIAG_OUTPUT

Notes:

  • If install directory is different than indicated, modifications will need to be made to the CQ_DIAG_OUTPUT to accommodate your install directory.
  • If you are running each of the ClearQuest Web components on different servers, enable the trace on the server running the ClearQuest Registry Server.

Remove all previous log files
In the following folders:

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile1/logs/server1

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile2/logs/server2
<install dir>/Rational/common/rwp/IHS/logs
<install dir>/Rational/ClearQuest/cqweb/cqserver/logs
<install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs

delete all the existing logs as well any existing ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs)

Edit the following files 1:

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/logging.xml

<install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml
<install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1
/installedApps/DefaultNode/RationalClearQuestWeb.ear/CQWebModule.war
/WEB-INF/classes/logging.xml

In each, at the end of the file, there is a priority value. Please change this value to "debug" and save.
Reboot the server if possible. If not, restart the services:
Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin

Launch cqserver_startup.sh from <install dir>/Rational/clearquest/cqweb

Reproduce the error in ClearQuest Web, and log out.

Shutdown the services again:
Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin

Launch "cqserver_shutdown.sh" from <install dir>/Rational/clearquest/cqweb

Collect the logs in the following directories

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile1/logs/server1

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles/profile2/logs/server2
<install dir>/Rational/common/rwp/IHS/logs
<install dir>/Rational/ClearQuest/cqweb/cqserver/logs
<install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs

as well as the ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs) and place them in a ZIP or TAR file
Disable ClearQuest Core trace.


Delete all log files in

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles
/profile1/logs/server1

<install dir>/Rational/common/rwp/EmbeddedExpress/profiles
/profile2/logs/server2

<install dir>/Rational/common/rwp/IHS/logs
<install dir>/Rational/ClearQuest/cqweb/cqserver/logs
<install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs

and ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs)
You should have the copies in your ZIP or TAR file so you don't need the log files any more.
Edit the following files 1:

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/logging.xml

<install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml
<install dir>/Rational/Common/rwp/EmbeddedExpress/profiles/profile1
/installedApps/DefaultNode/RationalClearQuestWeb.ear
/CQWebModule.war/WEB-INF/classes/logging.xml

So that the priority value at the end of the file is set to its default of "error" and save.

Disable ClearQuest Core trace.

To disable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory.
Note
: If install directory is different than indicated, modifications will need to be made to accommodate your install directory
Change the following lines that you had added earlier to the script to enable tracing to look like these lines below.

CQ_DIAG_TRACE=""
CQ_DIAG_REPORT=""    

CQ_DIAG_OUTPUT=""
export CQ_DIAG_TRACE
export CQ_DIAG_REPORT
export CQ_DIAG_OUTPUT


Reboot your server if possible. If not, restart the services:
Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin
Launch cqserver_startup.sh from <install dir>/Rational/clearquest/cqweb

Checking for Java core dump files:
Check the following directories for evidence of Java core dump files...

<install dir>/Rational/ClearQuest/cqweb/cqserver/

<install dir>/Rational/Common/rwp/EmbeddedExpress/


If these files exist, please include these in the ZIP or TAR collection of logging.

MustGather data collection for ClearQuest 2003.06.13 - 2003.06.16 Web server for Microsoft Windows

MustGather data collection for ClearQuest 2003.06.13 -2003.06.16 Linux and UNIX Web servers

Collecting data for versions 2003.06.13 - 2003.06.16 for Linux and UNIX systems

Gather Rational Software information
Get the Rational Product versions and patch levels of every Rational product installed on the server. For clearquest, this can be obtained by opening a terminal window and changing to the <install dir>/Rational/clearquest/bin folder and running:

./clearquest -ver


Collecting ClearQuest Web system information
Gather the unix/linux version and kernel number from your machine. This can be done by typing the following command from a terminal window:

uname -a

Get the umask setting by typing:

umask

Get the free disk space for the /tmp and the install folder by typing

df -m

Get a list of the environment variables by typing

env


Provide information on the login account that performed the installation, was it root, or was it done as pseudo root

Collecting ClearQuest Web configuration information
Gather the following configuration files

<install dir>/Rational/common/rwp/conf/rwp.conf

<install dir>/Rational/common/rwp/conf/include/cqweb.conf

<install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/common.properties

<install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/pl.properties

<install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/jtl.properties

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/jtl.properties

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/common.properties

In addition, if SSL is enabled, include this file as well
<install dir>/Rational/common/rwp/conf/ssl.conf


Collecting ClearQuest Web Logging information
Note: The default install directory is /opt
Stop ClearQuest Web services or restart your machine
Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin

Launch "cqserver_shutdown.sh" from
<install dir>/Rational/clearquest/cqweb


Enable ClearQuest Core trace.

To enable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory.
Note
: If install directory is different than indicated, modifications will need to be made to accommodate your install directory

Add the following line near the top of the script:

CQ_DIAG_TRACE="PERL;SQL=3;RESULTSET=2;HOOKS=2;THROW;EDIT;TIMER;API;SCRIPTSERVER;SESSION;LICENSE;DB_MISC;DB_CONNECT;"

CQ_DIAG_REPORT="MESSAGE_INFO=0x070B;DIAG_FLAGS=-1;OUTPUT_LIMIT=1000000"    CQ_DIAG_OUTPUT="/opt/rational/clearquest/cqweb/cqserver
/logs/cq_trace.log"
export CQ_DIAG_TRACE
export CQ_DIAG_REPORT
export CQ_DIAG_OUTPUT

Notes:

  • If install directory is different than indicated, modifications will need to be made to the CQ_DIAG_OUTPUT to accommodate your install directory.
  • If you are running each of the ClearQuest Web components on different servers, enable the trace on the server running the ClearQuest Registry Server.

Remove all previous log files
In the following folders:

<install dir>/Rational/common/rwp/logs

<install dir>/Rational/ClearQuest/cqweb/cqserver/logs
<install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs

delete all the existing logs as well any existing ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs)

Edit the following files:

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/logging.xml

<install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml
<install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/logging.xml

In each, near the top of the file is a logger level. Please change this value from the default of "Severe" to "Debug" and save.

Restart the services:
Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin

Launch cqserver_startup.sh from <install dir>/Rational/clearquest/cqweb

Reproduce the error in ClearQuest Web, and log out.

Shutdown the services again:
Launch "rwp_shutdown.sh" from <install dir>/Rational/common/rwp/bin

Launch "cqserver_shutdown.sh" from <install dir>/Rational/clearquest/cqweb

Collect the logs in the following directories

<install dir>/Rational/common/rwp/logs

<install dir>/Rational/ClearQuest/cqweb/cqserver/logs
<install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs

as well as the ClearQuest trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/) and place them in a ZIP or TAR file

Disable ClearQuest Core trace.


Delete all log files in

<install dir>/Rational/common/rwp/logs
<install dir>/Rational/ClearQuest/cqweb/cqserver/logs
<install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs

and CQ trace logs (It should be in <install dir>/Rational/ClearQuest/cqweb/cqregsvr/logs)

You should have the copies in your ZIP or TAR file so you don't need the log files any more.
Edit the following files:

<install dir>/Rational/ClearQuest/cqweb/cqserver/config/logging.xml

<install dir>/Rational/ClearQuest/cqweb/cqregsvr/config/logging.xml
<install dir>/Rational/Common/rwp/webapps/cqweb/WEB-INF/classes/logging.xml

So that the logger level near the top of the file is set to its default of "Severe" and save.

Disable ClearQuest Core trace.

To disable core tracing in unix, modify the file start_cqreg.sh, which is found in the /opt/rational/clearquest/cqweb/cqregsvr directory.
Note
: If install directory is different than indicated, modifications will need to be made to accommodate your install directory

Change the following lines that you had added earlier to the script to enable tracing to look like these lines below.

CQ_DIAG_TRACE=""
CQ_DIAG_REPORT=""    

CQ_DIAG_OUTPUT=""
export CQ_DIAG_TRACE
export CQ_DIAG_REPORT
export CQ_DIAG_OUTPUT


Restart the services:
Launch rwp_startup.sh from <install dir>/Rational/common/rwp/bin

Launch cqserver_startup.sh from <install dir>/Rational/clearquest/cqweb



Additional information:
Troubleshooting overview in the ClearQuest Information Center (see section "Troubleshooting and support").

For a listing of all technotes, downloads, and educational materials specific to ClearQuest, search the ClearQuest Support site.

1 In some cases, a ClearQuest Support Engineer might ask you to change the logging levels for IBM HTTP Server to a higher value than their default of "WARN". For more information on changing this logging level, see technote 1141306.

Related information

IBM HTTP Server MustGather: Request failure problems
Simplified Chinese technote 1445843
Japanese technote 1441604

core_trace_for_web.zip

Cross Reference information
Segment Product Component Platform Version Edition
Software Development Rational Common Components Rational Web Platform

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Document information


More support for:

Rational ClearQuest
Web Java Server

Software version:

7.0, 7.0.1, 2003.06.16

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Reference #:

1257084

Modified date:

2010-03-22

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