MustGather: Installation Manager issues for installing and updating WebSphere Application Server V8.0 and V8.5

Technote (troubleshooting)


Problem(Abstract)

Collecting data for when installation or updates of WebSphere Application Server V8.0 or V8.5 using IBM Installation Manager does not complete successfully. Gathering this information before calling IBM support will help familiarize you with the troubleshooting process and save you time.

Resolving the problem

This article describes the procedure for collecting data for when installation or updates of WebSphere Application Server V8.0 or V8.5 using IBM Installation Manager does not complete successfully. Gathering this information before calling IBM support will help familiarize you with the troubleshooting process and save time analyzing the data.


Collecting data using Installation Manager


If you have already contacted support, continue on to the MustGather information below. Otherwise, click: MustGather: Read first for all WebSphere Application Server products.

Follow the directions in this MustGather if you are experiencing issues installing WebSphere Application Server V8.0 or V8.5 for AIX, HP-UX, Linux, Solaris, Windows, or z/OS. You can choose one of the topics listed below, or simply scroll further down this page.

Collecting data using the Installation Manager graphical (GUI) interface

  1. Start Installation Manager.

  2. From the menu bar, go to Help then choose Export data for problem analysis.

  3. In the Export Data window, choose a name and location to save a .zip file containing problem analysis data.

  4. Click OK. Exit Installation Manager.

  5. If you are installing Installation Manager for the first time on Linux, or upgrading an existing version of Installation Manager on Linux, please run the following command. This command is intended to appear on a single line:

    rpm -qa --qf  "%-20{NAME} %-10{VERSION} %-10{RELEASE} %-10{ARCH}\n" >/tmp/rpmlist.txt

    Please send the rpmlist.txt file from the /tmp directory.

  6. Collect the following group of files into a single zip or tar file, and send them to IBM for further analysis. See the section header titled "Exchanging data with IBM Support" for instructions on how to do this.
    • The .zip file generated from Installation Manager.
    • All files from WAS_HOME/logs (if the "logs" directory exists).
    • The silent response file (if installing the product using a response file).
    • The /tmp/rpmlist.txt file generated in an earlier step, if it applies to your scenario.
    • Optionally, collect the information listed in the Optional additional data section, below.



Collecting data using the Installation Manager command line (imcl) interface

  1. Navigate to the eclipse/tools subdirectory in the location where you installed Installation Manager.

  2. Run the imcl command to export the data to a file of your choice, following the directions below:
    • Choose the a path and filename where you want to generate the problem analysis data. The filename should have a ".zip" extension.
    • Run the command listed below, choosing the appropriate command for your operating system. Substitute outputFileName with the path and filename you have chosen.


      Windows: imcl.exe exportInstallData outputFileName
      UNIX and Linux: ./imcl exportInstallData outputFileName
      z/OS: ./imcl exportInstallData outputFileName

    • Note: If you are unsure of where Installation Manager is installed, you can refer to the Installation Manager Installation Manager article which describes the default locations for Installation Manager. Scroll down and look for Table 1, in the section "Installation default settings".

  3. If you are installing Installation Manager for the first time on Linux, or upgrading an existing version of Installation Manager on Linux, please run the following command. This command is intended to appear on a single line:

    rpm -qa --qf  "%-20{NAME} %-10{VERSION} %-10{RELEASE} %-10{ARCH}\n" >/tmp/rpmlist.txt

    Please send the rpmlist.txt file from the /tmp directory.

  4. Collect the following group of files into a single zip or tar file, and send them to IBM for further analysis. See the section header titled "Exchanging data with IBM Support" for instructions on how to do this.
    • The .zip file generated in step 2.
    • All files from WAS_HOME/logs (if the "logs" directory exists).
    • The silent response file (if installing the product using a response file).
    • Copy and paste the command-line you used for invoking the Installation Manager in a text file.
    • The /tmp/rpmlist.txt file generated in an earlier step, if it applies to your scenario.
    • Optionally, collect the information listed in the Optional additional data section, below.



Collecting data for Installation Manager on z/OS

Use the imcl utility to collect data for Installation Manager on z/OS. See the instructions in the section above for collecting data using the imcl interface.



Collecting manually when Installation Manager is unable to automatically gather data

If Installation Manager is experiencing a problem where it is unable to gather the files using the methods described above, then click the section header below, titled "Manually collecting files". Follow those directions which explain how to locate and collect individual files.


If Installation Manager is functional and it is able to collect the data, then you do not need to follow those directions; instead, use one of the automated methods described above.



Optional additional data

The installer writes some additional data which can be helpful for verifying whether an installation is complete. We can typically proceed with problem analysis without this data, so we consider it optional. We have included it in this mustgather for completeness.

  • Collect these two files:
    WAS_HOME/properties/version/installed.xml
    WAS_HOME/properties/version/history.xml

  • Collect the .was.installlocation.registry file. The location varies, depending on the user running Installation Manager and the operating system:
    • Administrator or root user
      AIX /usr/.ibm
      HP-UX, Linux, Solaris /opt/.ibm
      Windows Windows directory
    • Non-administrator or non-root user
      AIX, HP-UX, Linux, Solaris <user_home>/.ibm
      Windows <user_home>\.ibm


Manually collecting files

If Installation Manager is malfunctioning and is unable to generate the data for problem analysis, then you can manually gather the files required for problem analysis. Locate the Installation Manager Agent Data directory, and zip the entire contents of that directory. Send the zip file to IBM for further analysis.

Please note that the Agent Data directory is not the same location of where you installed Installation Manager. The Agent Data directory is separate from the Installation Manager executable files. The location varies depending on whether you installed as an administrative (root), non-administrative user (non-root), or installed in Group Mode.

If you are unfamiliar with the location of the Installation Manager Agent Data directory, please refer to this Information Center article for Installation Manager which describes the default Agent Data location for Installation Manager. Scroll down and look for Table 1, "Default location of Agent Data Location".


Exchanging data with 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:


Read first and related MustGathers

Cross reference information
Segment Product Component Platform Version Edition
Application Servers WebSphere Application Server for z/OS Install z/OS 8.0

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Document information


More support for:

WebSphere Application Server
Install

Software version:

8.0, 8.5

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows, z/OS

Software edition:

Base, Express, Network Deployment

Reference #:

1497417

Modified date:

2011-09-14

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