Collect troubleshooting data for clustering problems in WebSphere Process Server

Technote (troubleshooting)


Problem(Abstract)

You are having a clustering 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

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Required diagnostic information

Gather the following information and files:

General diagnostic information
  • Problem description
  • Environment description
  • Server logs: All files from the following directories:
    <profile_root>/<profile_name>/logs/<server_name>
    <profile_root>/<profile_name>/logs/ffdc
  • Project interchange (PI) or enterprise archive (EAR) file (if applicable)

Clustering diagnostic information
  • Clustering questions
  • Deployment manager configuration directory



IBM Support Assistant

Automated data collectors are available in IBM Support Assistant to improve the accuracy of complete data collection. You can use ISA Lite to automate the gathering of the required log files.

Note: When you use ISA Lite, also gather a detailed problem description, environment description, and other requested materials, such as a PI file.

IBM Support Assistant Lite
IBM Support Assistant Workbench
A special offering that contains only the data-collector component of 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 Process Server > Deployment Environment Creation Problem


Instructions for collecting the diagnostic information

To collect the information, follow these steps:
  1. In a visualization document, describe your clustered environment, with a focus on the structure and topology pattern that is implemented. Include the following information:

    • Computer and installed operating system (platform, version, and IP address)
    • Location of the deployment manager profile and federated nodes on the specified computers
    • Role and type of federated nodes (WebSphere Process Server, WebSphere Portal, Modeler, and WebSphere Monitor)
    • Description and name of created clusters, including the location of the cluster members (server instances)
    • Databases used for WebSphere Process Server (vendor, version, location, and hosted databases)
    • Configuration of the messaging infrastructure (one or more active messaging engines)
    • Other IBM or third-party software and hardware (LDAP, HTTP server, Web server, messaging middleware)

  2. Try to isolate the root cause of the problem by analyzing when the problem appears. The answers to the following questions can help you find the cause:

    • Did the problem occur during the installation or during a specific configuration step?
    • Do problems occur when starting a product-related application or component?
    • Does the problem occur at run time or during the cluster startup?
    • Does an error message (displayed or written to the log files) refer to a specific component or application?
    • Does the problem occur during a high workload period on the cluster?
    • Does the problem occur during a specific scenario and is it reproducible?

  3. What actions did you perform (installations, configuration steps, running an application) when the problem occurred, and what corrective actions did you try?

  4. You can run ISA Lite to gather this step. Or collect the system configuration-related information by running the collector tool, collector.[bat|sh]. It collects all of the configuration files in the deployment manager and the federated nodes in one step. The collector tool is in the <profile_root>/<profile_name>/bin/ directory of the deployment manager. It generates a file called collector.jar. Provide this archive file to IBM support.

  5. Collect the general diagnostic information. For instructions, see the "Manually collect troubleshooting information" section in MustGather: Read first for WebSphere Process Server Version 6. If you can isolate the component that caused the problem, enable an appropriate trace string on each server that is affected by the problem.




What to do next
  1. Review the logs and traces at the time of the problem to try to determine the source of the problem.

  2. Use IBM Support Assistant to search for known problems in the information center, forums, and technotes.

  3. If you cannot find related problems or cannot solve the problem, send the information you have collected to IBM by following the instructions in Exchanging Information with IBM Technical Support.


For a listing of all technotes, downloads, and educational materials that are specific to WebSphere Process Server , search the WebSphere Process Server support page.


Related information

MustGather: Read first for WebSphere Process Server V6
Troubleshooting and support
IBM Support Assistant
Troubleshooting Guide for WebSphere Process Server

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Document information


More support for:

WebSphere Process Server
Clustering

Software version:

6.1, 6.1.2, 6.2, 7.0

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows, i5/OS, z/OS

Reference #:

1313680

Modified date:

2009-11-05

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