Troubleshooting
Problem
Resolving The Problem
This article describes the procedure for collecting data for when installation or updates of WebSphere® Application Server V8.0, V8.5, or V9.0 using the 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.
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If you already contacted the support, continue on to the MustGather information as follows. Otherwise, click: MustGather: Read first for all WebSphere Application Server products.
If you are experiencing issues installing WebSphere Application Server V8.0 or V8.5 for AIX, HP-UX, Linux, Solaris, Windows, or z/OS. Follow the directions in this MustGather. You can choose one of the topics listed next, or simply scroll further down this page.
- Collecting data by using the Installation Manager graphical (GUI) interface
- Collecting data by using the Installation Manager command line (imcl) interface
- Collecting data for Installation Manager on z/OS
- Collecting manually when Installation Manager is unable to automatically gather data
Collecting data by using the Installation Manager graphical (GUI) interface
- Start Installation Manager.
- From the menu bar, go to Help then choose export data for problem analysis.
- In the export data window, choose a name and location to save a .zip file containing problem analysis data.
- Click OK. Exit Installation Manager.
- Collect the output from versionInfo.bat (or .sh)
- <WAS_HOME>/bin/versionInfo.bat (.sh) > /tmp/versionInfo.txt
- 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
- 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 by using a response file).
- The /tmp/versionInfo.txt generated in an earlier step
- 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.
Collecting data by using the Installation Manager command line (imcl) interface
- Navigate to the eclipse/tools sub-directory in the location where you installed Installation Manager.
- Run the imcl command to export the data to a file of your choice, following the directions indicated:
- Choose the path and file name where you want to generate the problem analysis data. The file name needs a ".zip" extension.
- Run the command listed as follows, choosing the appropriate command for your operating system. Substitute outputFileName with the path and file name you chose.
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".
- Collect the output from versionInfo.bat (or .sh)
- <WAS_HOME>/bin/versionInfo.bat (.sh) > /tmp/versionInfo.txt
- If you are installing Installation Manager for the first time on Linux, or upgrading an existing version of Installation Manager on Linux, 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
Send the rpmlist.txt file from the /tmp directory.
- 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 by using a response file).
- Copy and paste the command-line you used for invoking the Installation Manager in a text file.
- The /tmp/versionInfo.txt generated in an earlier step
- 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.
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 by 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.
- Check the Table 2 from the Agent Data Location page
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".
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 by using one of following methods to help speed problem diagnosis:
- IBM Enterprise Support
- FTP to the Enhanced Customer Data Repository (ECuRep)
Or for blue diamond cases, use the blue diamond portal as indicated in the same page.
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Modified date:
31 January 2023
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swg21497417