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MustGather: Coremetrics Issues in WebSphere Commerce

Technote (troubleshooting)


MustGather: Coremetrics 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.
    • If using WebSphere Version 8, there is an option to utilize High Performance Extensible Logging(HPEL) to minimize the impact of logging and tracing. The logs need to be formatted using the logViewer utility before uploading to IBM. For more information on enabling HPEL, refer to WebSphere Knowledge Center Using HPEL to troubleshoot applications.
  • 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 20 MB and the number of historical trace files retained to 20. If using HPEL, set the maximum size to at least 500MB.
  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

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.

Ill. 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.

IV. 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. 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: 7.0, 8.0

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

Reference #: 1470288

Modified date: 10 April 2015

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