IBM Support

MustGather: Web container and Servlet engine problems in WebSphere Application Server

Technote (troubleshooting)


Problem(Abstract)

Collecting data for problems with the IBM WebSphere Application Server Web container and Servlet engine component. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.

Resolving the problem


If you have already contacted support, continue on to the component-specific MustGather information. Otherwise, click: MustGather: Read first for all WebSphere Application Server.

Servlet Engine and Web Container specific MustGather information
If possible, provide a simple test case that has no external dependancies. If a test case cannot be provided, collect the following data.

  1. Run genHistoryReport.bat or genHistoryReport.sh, which is located in the following directory:

    install_root/profiles/profile_name/bin

  2. Stop the Web server and delete all Web server logs and the http_plugin.log file on the Web server system.

  3. If you suspect that the problem might be related to the WebSphere Application Server plug-in, or to the Web server itself, enable a full plug-in trace. To perform a plug-in trace, see the Plug-in MustGather documents.

  4. Start the Web Server.

  5. Important: Synchronize clocks on all Web server and WebSphere Application Server systems.

  6. Enable and collect Application Server traces with the following trace string:
    Note: For detailed instructions on enabling trace, see How to setup a Trace.

      *=info:com.ibm.ws.webcontainer*=all:com.ibm.wsspi.webcontainer*=all:HTTPChannel=all:GenericBNF=all

      Note: There should NOT be any space or '.' between webcontainer and ' *' for the above trace strings.

      For Remote Request Dispatcher issues, append this string as well:

      com.ibm.ws.rrd*=all

      For Async Request Dispatcher issues, append this string as well:

      com.ibm.ws.ard*=all


      Note: Please make sure to increase the maximum trace file size to 100MB and increase maximum number of historical log file to 10.

7. Take backup and delete all Application Server logs:
    • native_stderr
    • native_stdout
    • SystemErr
    • SystemOut

      The log files are located in the following directory:

      Note: If you have configured to write Application Server log files into a different location, then clear them accordingly.

      install_root/profiles/profile_name/logs/server_name

8. Delete all WebSphere Application Server FFDC logs. FFDC files are located in the following directory:

    Note: If you have configured to write FFDC log files into a different location, then clear them accordingly.

    install_root /profiles/ profile_name /logs/ffdc

9. Restart the server and recreate the issue.


When the problem is recreated, please collect the following data:
  1. Capture a browser screen displaying the error with friendly HTTP Errors disabled. Press <Alt>+<PrtSc> to capture the current browser window into the clipboard. Paste that into a file.

  2. Collect the following documents and information:
    1. Were clocks synchronized?
    2. The Application Server logs:
      install_root/profiles/profile_name/logs/server_name
    3. FFDC logs with the current date from the following directory:

      install_root/profiles/profile_name/logs/ffdc
    4. The server.xml file that is located in the directory:

      install_root/profiles/profile_name/config/cells/cell_name/nodes/node_name/servers/server_name
    5. The http_plugin.log file.
    6. The plugin-cfg.xml file.
    7. The Web server configuration files, such as httpd.conf for IBM HTTP Server.
    8. The Web server logs, such as access and error logs for IBM HTTP Server.
    9. Screen capture.
    10. The historyReport.html file from running genHistoryReport.bat or genHistoryReport.sh.
    11. Run collector.sh/collector.bat tool from install_root/bin. Please follow the Instructions to run the collector tool and provide the hostname -ND-WASenv.jar or hostname -Base -WASenv.jar file.

  3. Follow instructions to send diagnostic information to IBM support.

For a listing of all technotes, downloads, and educational materials specific to the Servlet Engine/Web Container component, search the WebSphere Application Server support site.

Related information
Submitting information to IBM support
Steps to getting support for WebSphere Application Server
MustGather: Read first for WebSphere Application Server
Troubleshooting guide for WebSphere Application Server

Related information

Recording your screen to share with IBM Support

Cross reference information
Segment Product Component Platform Version Edition
Application Servers WebSphere Application Server - Express

Document information

More support for: WebSphere Application Server
Servlet Engine/Web Container

Software version: 7.0, 8.0, 8.5, 9.0

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

Software edition: Base, Express, Network Deployment

Reference #: 1384592

Modified date: 03 July 2014


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