IBM Support

MustGather documents for ClearCase Remote Client (CCRC) version 7.1

Technote (FAQ)


Question

How can I gather additional information for IBM Support to resolve issues with the IBM Rational ClearCase Remote Client (CCRC) version 7.1.x?

Answer

Note: The user collecting the data below needs to be logged in as an Administrator for Windows or as root on Unix or Linux in order to execute the data collection, otherwise much of the data is not available and collected.


Click the following topics for more information:

Automating diagnostics by using the IBM Support Assistant


Default installation locations

Performing basic system verification
Attention: In steps 2 through 4, if you do not receive verification that the software is running correctly, take a screen capture or save the message to a file for IBM Support.

1. Check that the system requirements are met. For more information, see tech note 1302974.

2. Verify that IBM HTTP Server (IHS) is running by accessing the following URL:


    http://<server_name>

    If the service is running, the following welcome message appears:

    Rational Web Platform: If you see this page, it means that Rational Web Platform was installed and is running on this system.


3. Verify that the CM Server is running by accessing the following URL:
    http://<server_name>/TeamWeb/services/Team

    If the service is running, the following welcome message appears:
    Hi there, this is a Web service!

4. Verify that the RPC services are running. See the topic Checking RPC Servers in the ClearCase Information Center.



Gathering diagnostic logs for CCRC
1. If requested by a ClearCase Support Engineer, enable tracing in the CCRC server components by using the CM Server Administration utility at the following URL:


    http:// <server_name>/TeamAdminWeb

    In the login prompt, specify the CM Server host name and the SOAP port number 12880. If the CM Server is hosted on your own IBM WebSphere Application Server, the SOAP port is 8880. Click Connect to log in to the utility.

    Click Site Administration > Configuration, select the CM Server Options tab, and enter the values suggested by the Support Engineer for the CCRC tracing subsystem and CCRC trace level fields. Then click OK.


2. If requested by the Support Engineer, see the section Gathering diagnostic logging and information for CM Server below for instructions on increasing the CM Server logging levels.

3. Stop the CM Server and service. See the topic "Starting, stopping, and restarting CM Server" in the ClearCase Information Center.


    Attention: Performing this step will also stop the ClearQuest Web server and CM API operations if these are hosted on the same computer.

4. Restart all the Web services.

5. Reproduce the problem behavior with the CCRC client.

6. Stop all Web services again.

7. Gather all the logs in these directories (substitute forward slashes in the path specifications on the UNIX system and Linux):
  • <RATIONAL_COMMON>\CM\profiles\cmprofile\logs

    The contents of this directory must include the ffdc directory. This directory contains the First Failure Data Capture logs.
  • <RATIONAL_COMMON>\eWAS\logs
  • <RATIONAL_COMMON>\IHS\logs

8. If you have adjusted the logging levels for CM Server, you must restore the original settings to avoid performance issues that might occur when tracing is enabled for too long or for too many components at one time. See the section Gathering diagnostic logging and information for CM Server below.

9. Restart all Web services.

10. Resume using CCRC.


Gathering diagnostic logging and information for CM Server
Attention: Use the instructions in this section only at the request of a ClearCase Support Engineer.

Sometimes you need to gather diagnostic information for the CM Server as well as the CCRC client and server components. The next sections describe how to prepare CM Server diagnostic information.

Collecting MBean attribute information

You can configure CM Server using a different variables called MBean attributes. If you experience problems with CCRC or CM Server, verify that these attributes are set correctly. Incorrect attribute values can cause problems.

Use the following instructions to send IBM Support a summary of your custom MBean configuration settings:

1. Locate the following directories:

  • On Windows 7.1.0.x:

    <RATIONAL_COMMON>\CM\profiles\cmprofile\config\cells\
    <host>CMProfileNode01Cell\
    nodes\<host>CMProfileNode01Cell\servers\server1\stp
  • On Windows 7.1.1.x:

    <RATIONAL_COMMON>\CM\profiles\cmprofile\config\cells\
    dfltCell\nodes\dfltNode\servers\server1\stp
  • On the UNIX system and Linux:

    <RATIONAL_COMMON>/CM/profiles/cmprofile/config/cells/
    dfltCell/nodes/dfltNode/servers/server1/stp
    Attention: If the directory stp does not exist, then you have not established any custom MBean attributes and thus cannot gather this data.

2. The files described in step 1 store the current MBean attributes configured for CM Server. Collect all of the files in this directory.

Further information on MBean configuration

You can find more information about MBEAN configuration in the following documents:

  • The Setting available MBean attributes topic in the ClearCase Information Center.
  • Technote 1384772 - Change Management Server MBean Attributes -- Information Center Corrections.
  • Technote 1384746 - Preserve the CM Server configuration before customizing the MBean attributes or upgrading from or reinstalling ClearCase and ClearQuest version 7.1.0.x

Increasing CM Server logging levels

This section describes how to increase the logging level detail. By changing the logging level, you increase the trace output and diagnostic information in the CM Server logs. This section also describes how to verify that the file count and file size of the logs are sufficient to reproduce a problem during a trace.

Because increasing the diagnostic details can affect system performance, limit this activity to short time intervals. Remember to restore logging to the original settings when such details are not needed.


    1. Point your browser to the WebSphere administrative console URL:

      http://<server_name>:<port>/ibm/console
      The default port for CM Server is 12060. The default port for CM Server hosted on your own IBM WebSphere Application Server is 9060.

    2. Log in to the WebSphere administrative console.

    3. If you are using CCRC version 7.1.1, go to step 13. Otherwise, click Troubleshooting > Logs and Trace.

    4. Click your server name. The default CM Server name is server1[</code>].

    5. Click Diagnostic Trace.

    6. On the Runtime tab, change the Maximum File Size and Maximum Number of Historical Log Files values to 20 and click OK.

    7. Click Save in the Messages area at the top of the page.

    8. Click JVM Logs.

    9. On the Configuration tab, change the Maximum Size and Maximum Number of Historical Log Files values to 20 for the error log files System.out and System.err. Then click OK.

    10. Click Save in the Messages area at the top of the page.

    11. Restart the CM Server process to effect the changes.

    12. After the CM Server restarts, return to the WebSphere administrative console.

    13. Click Troubleshooting > Logs and Trace.

    14. Click your server name. The default CM Server name is server1.

    15. Click Change Log Detail Levels.

    16. On the Runtime tab, expand the group com.ibm.rational.*[</code>].

    17. Click the subgroup com.ibm.rational.*. On the context menu, select Message and Trace Levels > fine. Then click OK.

    18. Click Save in the Messages area at the top of the page.

    Restoring standard CM Server logging levels

    Perform the following steps to restore the CM Server log levels to their original state.

    1. Point your browser to the following URL:


      http://<server_name>:<port>/ibm/console
      The default port for CM Server is 12060. The default port for CM Server hosted on your own IBM WebSphere Application Server is 9060.

    2. Log in to the WebSphere administrative console.
      You do not have to reset the file size and number settings when you have completed your diagnostics. Starting in ClearCase version 7.1.1.0, the default values are appropriate for CM Server logging.

    3. Click Troubleshooting > Logs and Trace.

    4. Click your server name. The default CM Server name is server1.

    5. Click Change Log Detail Levels.

    6. On the Runtime tab, expand the group com.ibm.rational.*.

    7. Click the com.ibm.rational.stp.* subgroup. From the context menu, select Message and Trace Levels > info. Then click OK.

    8. Click Save in the Messages area at the top of the page.

    Product Alias/Synonym

    ClearCase

    Document information

    More support for: Rational ClearCase
    ClearCase Remote Client

    Software version: 7.1, 7.1.0.1, 7.1.0.2, 7.1.1

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

    Reference #: 1413762

    Modified date: 04 November 2010