You are having a hang, crash, or out of memory error problem in WebSphere Process Server. You would like to know what documentation you must collect (MustGather) so that the WebSphere Process Server Support team can diagnose your problem. If you gather this documentation before contacting support it will expedite the troubleshooting process, and save you time.
Resolving the problem
Collect the MustGather information for problems with relationships in WebSphere Process Server. Gathering this information before calling IBM support helps in understanding the problem and saves time when analyzing the data. You can use ISA Lite to automate this process.
|IBM Support Assistant|
Note: When you use ISA Lite, also gather a detailed problem description, environment description, and other requested materials.
IBM Support Assistant Lite
IBM Support Assistant Workbench
|A special offering that contains just the data collector component of the IBM Support Assistant Workbench||For a full range of problem solving features, the workbench contains all of the data-collection capability of ISA Lite and much more!|
Note: Use the following Menu Selection when using the IBM Support Assistant
WebSphere Application Server > JDK
|Manual Collection of Data|
Collect troubleshooting data for WebSphere Application Server (main page)
Include a written report with observations of what occurred and what data was collected.
|What to do next|
- Check for available updates
Issues are often resolved through available updates. In addition to updates for WebSphere Process Server, review available updates that are available for WebSphere Application Server and for the Java™ software development kit (SDK).
The updates for WebSphere Application Server and the Java SDK are obtained from the WebSphere Application Server support site.
Refer to the document Certified supported software for WebSphere Process Server for hardware and software prerequisites
Stay current with your maintenance by referring to the document Recommended WebSphere Process Server Fixes.
- Tuning guidance:
Issues often times end up having solutions in Tuning and Performance. Check that your environment is properly tuned and best practices are followed. Note: IBM Support cannot provide assistance with tuning. Refer to the following Guide specific to your version of the product:
Review the Java Diagnostic Guide as an additional resource for memory tuning. This is also linked in each of the above guides.
Review the document Collecting troubleshooting data for performance issues for additional information about Performance.
|Frequently Asked Questions|
- Crash The process for the server exits abruptly. A javacore or other dump file may be generated.
- Hang The process for the server continues to run, but is unresponsive, or does not process new work. The System.out log may have messages detecting a thread as hung. This may or may not also exhibit High CPU usage.
- Out of Memory An "Out Of Memory" error message is found in the logs or javacore file.
What is the difference between this document and the WebSphere Process Server document Collecting troubleshooting data for performance issues ?
This document captures the diagnostic steps for abrupt system failures and outages. Performance focuses on scenarios where the system is typically working, however fails under large or specific load. Performance may also be related to response time goals or resource (CPU/memory) usage goals for a particular scenario or workload.
How do I... (Troubleshooting) Java™-related guided documentation is available to assist with troubleshooting.
There are various presentations for WebSphere Application Server, which are available through the WebSphere Technical Exchange, that cover diagnostic and analysis techniques.
WebSphere Technical Exchange (main page)
Java Diagnostic Guide also contains analysis strategies from a general Java perspective.