Collecting Data: MustGather for Lotus Connections 3.0 Files

Technote (troubleshooting)


Problem

Collecting Data for problems with Lotus Connections 3.0 Files. Gathering this information before calling IBM support will help you understand the problem and save time analyzing the data.

Environment

Lotus Connections 3.0

Diagnosing the problem

Do you want to automate the collection of MustGather data?

Collecting the following Log information has now been automated in the IBM Support Assistant Lite for Lotus Connections tool, which is included with the Connections product..

It can be found in <LC program dir>\data\shared\tools\isa\LC3.0_ISA_Lite.zip (or .tar if unix/linux)

Alternatively, For more information about automating data collection, download the ISA lite for LC:

Title: Download IBM Support Assistant (ISA) Lite for Lotus Connections
Doc #: 4025198
URL: http://www.ibm.com/support/docview.wss?uid=swg24025198


1. Provide a precise description of the issue, error message, and steps to reproduce.

2. Provide any applicable screen shots, browser version, any environment specific details (e.g., SSO, Proxy, WAS/DB levels, OS levels)
Files to collect (if not using ISA lite)
When running the ISALite Collector, you can edit or modify the trace setting.
When the particular function of a Connections App is isolated, support may ask for a specific trace setting to be applied, other than the default trace setting entered by ISALite, in order to get obtain data for the reported problem and also to minimize the amount of data collected.

3. To manually enable trace:
Go to Troubleshooting -> Logs and Trace -> Logging and Tracing -> Server 1 (or server Files is installed on) -> Diagnostic Trace Server -> Change Log Detail Levels -> please add the following *string and click Apply -> OK
General Files issue
com.ibm.quickr.share.services.*=all: com.ibm.quickr.share.platform.*=all: com.ibm.lconn.files.*=all

LDAP
com.ibm.ws.security.*=all:com.ibm.websphere.wim.*=all:com.ibm.wsspi.wim.*=all:com.ibm.ws.wim.*=all

4. Manual collection of data:
Collecting the following data before contacting support will help expedite problem determination and resolution of the problem:
located in %WAS_HOME%\profiles\(your profile)\logs\server1
Systemout.log, Systemerr.log and ffdc folder are the primary logging for the Lotus Connections Files component. Trace.log is also generated when trace is enabled. Logs should include the server startup sequence and as try to shorten the timeframe during which the failure occurred after the server has completed starting up as possible (to reduce noise).

5. Other files to collect:
events-config.xml
files-config.xml
LotusConnections-config.xml
mime-files-config.xml
notification-config.xml
proxy-config.xml
uiextensions-config.xml

Located in directory %WAS_HOME%\profiles\(your profile)\config\cells\(your cell)\LotusConnections-config stores properties that control common Lotus Connections features.

5. Fiddler trace:
A fiddler trace may be required when there is an error performing an action that results in a request to the server. Fiddler will capture all browser traffic on the user's system. Users should be advised to close all other browser windows before opening fiddler. If the user does not close other browser windows, requests made in those browser windows will also be recorded by fiddler.

Have the user log into connections. Run the fiddler application. Have the user perform the operation that is causing the error. When the action has been completed, save the results in fiddler by choosing “File”->”Save”->”All Sessions”.

Fiddler2 includes the ability to decrypt, view, and modify HTTPS secured traffic for debugging purposes.  This feature is disabled by default. Enable this option by clicking Tools > Fiddler Options > HTTPS and ticking the "Decrypt HTTPS Traffic" box.


Resolving the problem

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


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Document information


More support for:

IBM Connections
Files

Software version:

3.0

Operating system(s):

AIX, Linux, Windows

Software edition:

All Editions

Reference #:

1457411

Modified date:

2011-01-10

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