MustGather: Coremetrics Issues in WebSphere Commerce V7.0

Technote (troubleshooting)


MustGather: Coremetrics Issues in WebSphere Commerce V7.0

Resolving the problem

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

To improve the accuracy of complete data collection, IBM recommends you use the automated data collectors within IBM Support Assistant. Not only will the automated collector gather the equivalent of the manual process, it will also provide a secure file transfer of the collection to IBM.

IBM Support Assistant Lite IBM Support Assistant Lite (ISA Lite)
A special offering that contains just the data collector component of the IBM Support Assistant Workbench
Download  |  Demo  |  Screenshot  |  Learn more
IBM Support Assistant Workbench IBM Support Assistant Workbench (ISA Workbench)
For a full range of problem solving features, the workbench contains all the data collection capability of ISA Lite plus much more!
Download  |  Demo  |  Screenshot  |  Learn more

Collecting data using IBM Support Assistant

ISA Lite

  1. Download ISA Lite and extract it to a directory in your file system.

  2. Start ISA Lite by running runISALite.[sh|bat] .

  3. Select the following collector:
    WebSphere Commerce V7.0 > Catalog > Attribute Dictionary

  4. Follow the prompts to automatically submit the collected data to IBM Support.

ISA Workbench

  1. Download and install the ISA Workbench.

  2. Install the product add-on for WebSphere Commerce V7.0.

  3. Open the Workbench and navigate to the Collect and Send Data page.

  4. Select the following collector:
    WebSphere Commerce V7.0 > Catalog > Attribute Dictionary

  5. Follow the prompts to automatically submit the collected data to IBM Support.

Collecting data manually

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

    Runtime tracing may be very verbose, and should not be enabled during peak time. If possible, reproduce the problem on a non-production environment to capture tracing.

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 20 MB and the number of historical trace files retained to 20.
  2. Enable the following runtime trace string:

    • -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? Review the following WebSphere Commerce Information Center documentation for more information on enabling WebSphere Commerce trace components:
      1. Configuring logging in WebSphere Commerce V7.0

II. Reproduce problem

  1. Provide any JSP files that have the relevant Coremetrics tags that are problematic.
  2. Which tag is causing the problem? (e.g., Generic, Campaign URL, Order, Page view, Product, Registration, Shopping Cart)
  3. If available, provide the flat file generated from Coremetrics.

III. Collect data

Collecting general product information
Include the general information requested in MustGather: General Issues in WebSphere Commerce V7.0 alongside the component-specific information requested below.

  1. Collect the following files from the system:
    1. WC_eardir/xml/config/bi/biConfig.xml1
    2. WC_profiledir/logs/server_name/SystemOut*2
    3. WC_profiledir/logs/server_name/trace*3
  2. *Naming conventions can be found here.

    • -What are these files?
      1 Coremetrics configuration file
      2 Main server output
      3 Main trace output

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:


Operating system(s):

AIX, IBM i, Linux, Solaris, Windows

Reference #:


Modified date:


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