IBM Support

MustGather for WebSphere sMash

Technote (troubleshooting)


MustGather documents aid in problem determination and save time resolving service requests or Problem Management Records (PMRs). This document contains a list of basic files you should gather so IBM WebSphere sMash Support can diagnose your specific problem.
Gathering this information, even before opening a service request, helps familiarize you with the troubleshooting process and can streamline the time required to resolve the software issue.

Resolving the problem

Do you want to automate the collection of MustGather data?

Collecting the following MustGather information takes fewer steps with the automation available in the IBM Support Assistant. For more information about automating data collection, see Using IBM Support Assistant to collect MustGather data.

When collecting information to send to IBM to support a PMR, gather this information:

Installation issues
For issues with installation:

1. The operating system where the issue occurred.
2. The target installation directory, <install_root> where IBM WebSphere sMash is installed
3. Logs to collect
    from <install_root>
      rte_install.log (if available)
    from the root tmp directory
      For Linux: /tmp/debug.log
      For Windows: c:/tmp/debug.log
4. The version of Java™ Development Kit (JDK) installed

      java -version

5. For Windows , the value of the system PATH

      set PATH

Application issue MustGather information
For issues with running applications, provide the following:

1. A description of the problem and recreate steps.
2. A simple sample where possible.
3. A list of the folders under <install_root>/zero-repository
    The content of these folders is not required.
5. The application root directory, <app_root>.
    This is the directory where the application is installed, for example, <install_root>/apps/<application_name>
6. Files to collect. Zip up all files in these directories
    <app_root>/javacore * [any java core dumps]
    <app_root>/p8trace * [any p8 trace files]

    Detailed log and trace
    If support requests more detailed logging, two options are available:

    1. Create an application specific file
    • Copy <install_root>/config/ to <app_root>/config/
    • Change .level=INFO to .level=FINE in <app_root>/config/

    2. Specify -loglevel at application start: zero -loglevel=FINE start

    If support requests more detailed logging for PHP specific issues:

    1. Edit file <app_root>/config/php.ini
    2. Change directive error_reporting to a value specified by support,
      for example, error_reporting = E_ALL | E_STRICT
    2. Verify log_errors = On

    Related information

    Submitting information to IBM Support
    Steps to get support
    IBM Support Assistant Download
    Using IBM Support Assistant

    Document information

    More support for: WebSphere sMash

    Software version: 1.0, 1.1

    Operating system(s): Linux, Windows

    Software edition: Base

    Reference #: 1306004

    Modified date: 2014-10-02