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MustGather: Catalog Tooling (Management Center) Issues in WebSphere Commerce

Technote (troubleshooting)


MustGather: Catalog Tooling Issues in WebSphere Commerce

Resolving the problem

Gathering this MustGather information before calling IBM Support will help familiarize you with the troubleshooting process and save you time.

Considerations before collecting data
Take note of the following before collecting the information described below:

  • Performance
    • Runtime tracing may be verbose, and it could impact performance during peak time. If possible, reproduce the problem on a non-production environment to capture tracing.
  • Security
    • Some trace strings could capture sensitive or personal infomation. Please be sure to sanitize the logs before uploading to IBM. Commerce uses data masking to help mask sensitive data. See Knowledge Center Masking Sensitive data in traces

Collecting data

I. Configure environment

Follow the instructions below to configure your environment to capture the required diagnostic information:

  1. Update the size of the trace files to 20MB and the number of historical trace files retained to 20
  2. Enable the following trace strings for the version of CMC that is being used:

    Version 7.0*=all:*=all:*=all

  3. Version 8.0*=all:**=all
    • -Enabling trace
      What is this data These trace components increase the amount of diagnostic data logged to the WebSphere server trace file.
      Why do I need this data This data will capture more detailed diagnostic trace information for the subject component.
      Where can I find this data Please look at the following Commerce Information Center documentation for more information on enabling Commerce trace components:
      1. Configuring logging in WebSphere Commerce V7.0

II. Reproduce problem

  1. Take note of your CATALOG_ID, CATENTRY_ID, CATGROUP_ID and STORE_ID when reproducing the problem. This information will help when reviewing the traces and database extracts.
  2. Perform the necessary steps to reproduce this problem, capture the necessary screen shots to illustrate the issue. Once the problem has been reproduced, turn off the tracing that was enabled in the "Configure environment" task group.

lll. Validate the issue was captured
Before sending logs to IBM, ensure that the issue being reported was captured. Recommend to review the following documents to help facilitate proper log collection: Avoiding pitfalls when collecting traces.

lV. Collect data

Collecting general product information
Include the general information requested in MustGather: General Issues in WebSphere Commerce alongside the component-specific information requested below.

  1. Run the following database queries to collect the necessary information from your database (output results in CSV format):
    Query Output file name
    select * from CATALOG CATALOG.csv
    select * from CATENTRY CATENTRY.csv
    select * from CATGPENREL CATGPENREL.csv
    select * from CATENTREL CATENTREL.csv
    select * from CATGROUP CATGROUP.csv
    select * from CATENTDESC CATENTDESC.csv
    select * from STOREENT STOREENT.csv
    select * from STORECENT STORECENT.csv
    select * from STORECGRP STORECGRP.csv
    select * from CATGRPREL CATGRPREL.csv
    select * from DISPCGPREL DISPCGPREL.csv
    select * from DISPENTREL DISPENTREL.csv
    select * from CATTOGRP CATTOGRP.csv
    select * from STORECAT STORECAT.csv
    select * from STORE STORE.csv

Submitting data to IBM Support

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

Document information

More support for: WebSphere Commerce Enterprise

Software version: 7.0, 8.0

Operating system(s): AIX, Linux, Solaris, Windows

Software edition: All Editions

Reference #: 1447740

Modified date: 31 August 2016

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