Collecting data for: for Tivoli Integrated Portal (TIP) - Security Problems

Resolving The Problem

Collecting MustGather data early, even before opening the PMR, helps IBM® Support quickly determine if:

• Symptoms match known problems (rediscovery).
• There is a non-defect problem that can be identified and resolved.
• There is a defect that identifies a workaround to reduce severity.
• Locating root cause can speed up a development code fix.

	Gathering General Information
	Gathering Component Specific Information using the PD Collect tool
	Gathering Component Specific Information manually
	Submitting Information to IBM Support
	On-line Self-Help Resources
	Related Information

1. Log into Tivoli Integrated Portal (for TIP 2.x log into the Websphere Administration Console).
   Note: If the problem in question involves problems with logging into TIP, it may be necessary to disable security temporarily to complete the remaining steps. To disable security follow the instructions in the following technical note:
   
   https://www-304.ibm.com/support/docview.wss?uid=swg21499504
2. Expand Troubleshooting > Logs and Trace > server_name.
   
3. Select Diagnostic Trace Service.
   
4. Increase the Maximum File Size from 20 MB to 50MB
   
5. Increase the Maximum Number of Historical Files from 1 to 10.
   
6. Click Apply, then select Change Log Detail Levels.
   
7. Clear the trace string in the box and replace it with the following:
   
   *=info: com.ibm.ws.security.*=all: com.ibm.websphere.*=all: com.ibm.wsspi.*=all: com.ibm.ws.wim.*=all: com.ibm.sec.*=all
   
8. If security was disabled in step 1, re-enable security as directed in the same technical note referenced in step 1.

1. Delete or rename the logs in the following directory:
   <TIP HOME>/profiles/TIPProfile/logs/server1
   
   Clearing the logs reduce the size of the file collection to be sent to IBM support. It also eliminates extraneous log entries which simplifies analysis.
   
2. Recreate the problem. It is important to make note of the time the problem occurs, the user ID, and the exact URL being invoked.
   
3. Run the data collector.sh tool:
   
   Run the script from a directory you have write permissions. Include the full path when executing the collector script. For example:
   
   # <TIP HOME>/profiles/TIPProfile/bin/collector.sh
   
   Replace <TIP HOME> with the actual TIP install path (typically "/opt/ibm/tivoli/tip")
   
   The script requires no arguments or options. The collector program creates the Collector.log log file and an output JAR file in the current directory. If the collector is successful, the collector.log will be added to the output .jar file and removed from the current working directory. The name of the JAR file is composed of the host name, cell name, node name, and profile name. For example:
   
   myhost-TIPCell-TIPNode-TIPProfile-WASenv.jar
   
4. Upload the <hostname>-TIPCell-TIPNode-TIPProfile-WASenv.jar file to the PMR.
   
5. Update the PMR with the date and time the symptoms occurred, or the time you recreated the symptoms. That will help narrow the analysis to the most relevant log and trace messages.

• Utilize the IBM Service Request (SR) tool to access the Tivoli Storage Manager Support team, when requiring assistance from IBM.
• Install and use the IBM Support Toolbar. This is a stand-alone application that allows you to easily search IBM.com for all types of software support content, plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application.

• Exchanging information with IBM Technical Support