IBM Support

Collecting Data: Web Content Manager V6.1 Remote Rendering Portlet

Technote (troubleshooting)


Problem

Collecting data for problems with the IBM Web Content Manager (WCM) V6.1 Remote Rendering Portlet. Gathering this information before calling IBM Support will help you understand the problem and save time analyzing the data.

Resolving the problem

If you already contacted WCM Support, collect remote rendering portlet data. Otherwise, refer to Collecting Data: Read first for IBM WebSphere Portal.
WCM allows you to create and manage web content for Internet, intranet, extranet and Portal sites. You can also use WCM to present web content to users in a portlet or web site.

A remote rendering portlet can be used to display content within a portlet located on a different portal server than the instance of WebSphere Portal on which WCM is installed. A remote rendering portlet can be installed on WebSphere Portal versions 5.1, 6.0, or 6.1.

Collecting Version 6.1 Remote Rendering Portlet related information.

1) Environment:

    1. Clustered environment?
    2. Web server product and version installed, if any (local or remote and on what platform?)
    3. LDAP server product and version installed, if any (on what platform?)
    4. Database product and version installed, if any other than Derby (local or remote and on what platform?):
    5. If an external security manager is in use, specify here (include platform)
        Tivoli Access Manager
        Computer Associates eTrust SiteMinder
        Other

2) Detailed problem description:
    Provide a default description of the issue you are reporting. When recreating the issue to collect the traces requested below, document your click-by-click scenario, include the approximate time of each action, and the resource and user names involved in the recreate.

    Does this issue affect all users or a subset of uses? What users are failing? What users are working?

    Provide this information to expedite the resolution of the reported issue.

3) Use the following steps to set up traces before you recreate the issue:

On the remote rendering server:
    1. Access the WebSphere Application Server Administrative Console by using the URL: http://hostname:port_number/ibm/console
    2. Go to the Server > Application servers section.
    3. Select the application server of your portal (usually WebSphere Portal).
    4. Under Troubleshooting, click Change Log Level Details.
    5. Specify the required trace settings as follows:
        com.ibm.workplace.wcm.app.ui.remote.*=all:
        com.ibm.workplace.wcm.app.ui.portlet.*=all
    6. Save your updates.
    7. Restart the portal.
        1. Stop the portal server
        2. Archive and delete the contents of the <WP_profile_root>/logs directory
        3. Start portal
    8. Recreate the reported issue ( see Section 2 above ).
    9. To disable tracing, specify tracestring: *=info, and restart the portal.

If the credential vault is in use, add the following the remote rendering server traces:
    com.ibm.wps.services.credentialvault.*=finest:
    com.ibm.wps.sso.credentialvault.*=finest:
    com.ibm.wps.command.credentialvault.*=finest:
    com.ibm.wps.engine.Servlet.*=finest

On the rendering server:
    1. Access the WebSphere Application Server Administrative Console by using the URL, http://hostname:port_number/ibm/console.
    2. Go to the Server > Application servers section.
    3. Select the application server of your portal (usually WebSphere Portal).
    4. Under Troubleshooting, click Change Log Level Details.
    5. Specify the required trace settings as follows:
      com.aptrix.*=all:
      com.presence.connect.wmmcomms.*=all:
      com.ibm.wps.engine.*=all:
      com.ibm.wps.services.puma.*=all:
      com.ibm.wps.puma.*=all:
      com.ibm.wps.sso.*=all:
      com.ibm.wps.services.authentication.*=all:
      com.ibm.ws.security.*=all:
      com.ibm.ws.wim.*=all:com.ibm.websphere.wim.*=all:
      com.ibm.wsspi.wim.*=all
    6. Save your updates.
    7. Restart the portal.
      1. Stop the portal server
      2. Archive and delete the contents of the <WP_profile_root>/logs directory
      3. Start portal
    8. Recreate the reported issue ( see Section 2 above ).
    9. To disable tracing, specify tracestring: *=info, and restart the portal.

4) Portlet: Configuration, Shared Settings, and personalize settings:
    Provide screen captures of configure mode and shared settings mode when logged in as an administrator user. Provide screen shots of the personalize settings when logged in as a user if the user is authorized to personalize the portlet settings.

5) Perform an xmlaccess export (optional depending on problem and request):
    If the problem is related to access to the Web Content Management remote rendering portlet, or libraries, include a full xmlaccess export of the remote rendering server. Use the Export.xml file located in the <PortalServer_root>/base/wp.xml/doc/xml-samples directory.

For information on using xmlaccess, refer to the Portal Information Center topic, "Working with the XML configuration interface."

6) Provide access control settings (optional depending on problem and request):
    If the issue is related to accessing specific content, then provide either an export of the WCM library where the content is located, or provide screen captures of the resources involved. If you choose to provide the exported WCM library, follow the directions in the WCM Information Center section, " Exporting and importing a Web content library."
    If you choose to provide screen captures, make sure the images show the access control settings for the library, site, site area, content, components, presentation templates, and authoring templates involved in the reported issue.

7) Collect the required files from both systems:
    • <WP_profile_root>/logs/WebSphere_Portal/SystemOut.log
    • <WP_profile_root>/logs/WebSphere_Portal/SystemErr.log
    • <WP_profile_root>/logs/WebSphere_Portal/trace.log
    • <WP_profile_root>/wcm/shared/app/config/wcmservices/WCMConfigServices.properties
    • Provide the detailed recreation steps and the resources involved.
    • Provide xmlaccess export if required
    • Provide the Web library export directory if required

8)
Send the diagnostic information to IBM support:
Follow instructions to send diagnostic information to IBM Support and be sure to provide all diagnostic information captured above. This requires that a PMR be opened if not already.

Refer to the detailed instructions in "Exchanging information with IBM Technical Support for problem determination" to make the information available and to update your problem record.

Troubleshooting suggestions:
  • Are the rendering server and the remote rendering servers at the same level with the same fixes installed? If not, try copying the remote rendering portlet from the rendering server to the remote rendering server, update the portlet using the portal administrative portlets, and retry the configuration.
  • Test to see if the content can be accessed using the local rendering portlet using the user you logged in with or the user specified in the remote rendering portlet.
  • If images and links appear broken in the remote rendering portlet, try selecting/deselecting the "Fully qualify URLs generated by Web Content Management Server" configuration option and testing the behavior.
  • If the remote rendering portlet is used on a Portal server where the WCM servlet is also installed, be sure both are at the same code level. If they are not at the same code level, the remote rendering portlet may not function correctly.


Document information

More support for: IBM Web Content Manager
Portal Integration

Software version: 6.1, 6.1.0.1

Operating system(s): AIX, HP-UX, Linux, Solaris, Windows

Software edition: Java edition

Reference #: 1326354

Modified date: 26 March 2009


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