You are having an installation or upgrade problem with the IBM Business Process Manager products. You would like to know what documentation you must collect (MustGather) so that the IBM Business Process Manager Support team can diagnose your problem. If you gather this documentation before contacting support it will expedite the troubleshooting process, and save you time.
Resolving the problem
The following electronic resources are available to determine whether a solution to your issue exists:
- Search the appropriate product support site from the following list for known problems using symptoms such as the message number and error codes:
- Use IBM Support Assistant to search for known problems in the information center, forums, technotes, and so on.
The following information is covered in this document:
Collecting general information for all problems
Provide a complete description of the problem, including the following information:
- Which IBM Business Process Manger edition, release, and maintenance level are you using? For example, are you using IBM Business Process Manager Standard, IBM Business Process Manager Express, or IBM Business Process Manager Advanced?
- Which operating system version, release, and maintenance level are you using?
- Which database and version you are using with this installation ?
Depending on the type of problem, collect additional problem-specific information based on the following sections in this document.
Collecting data for LaunchPad-related problems
Provide the follow information for LaunchPad-related problems:
- Explain when the problem first occurred. Include the details of the steps that you followed and the commands that you ran that led to the problem.
- Provide screen captures from when the problem occurred.
- Collect the log files that are located under the following directories:
C:\Documents and Settings\user\Local Settings\Temp\1\
Hint: You can skip using LaunchPad and start the Installation Manager to proceed with the custom installation. For more information, see How to launch Installation Manager directly
Collecting data for installation and upgrade
Required (MustGather) data:
- Explain when the problem first occurred. Include the details of the steps that you followed and the commands that you ran, which led to the problem.
- If the problem involves an upgrade, include the previous and new version information.
- If you are using Installation Manger GUI, save and send the screen capture from when the problem occurred.
- If you are installing the product silently, provide the command that you used for starting the installer and provide the customized response file.
- If you are able to start the Installation Manager and you partially completed the IBM Business Process Manager installation, collect and send the following files and information to IBM Support:
- Product Installation Logs.
Compress and send the install_root/logs directory.
Visit the IBM Business Process Manager Version 7.5 Information Center to see the list of default install_root locations for various operating systems.
- Product Version Information
If you have WebSphere Application Server and its feature packs already installed, run the versionInfo command and provide the output. The versionInfo command indicates which version of WebSphere Application Server and its feature packs are installed.
To capture the versionInfo output, complete the following steps:
- Open a terminal session or command prompt.
- Navigate to the install_root/bin subdirectory, where install_root represents the installation directory.
- Run the following command, depending on your operating system:
versionInfo.bat -maintenancePackages >versioninfo.txt
AIX, HP-UX, Linux, Solaris
./versionInfo.sh -maintenancePackages >versioninfo.txt
The command produces a file named versioninfo.txt file, which you need to send to IBM Support.
- Open a terminal session or command prompt.
directory is the complete Installation Manager Data Agent directory. Compress the directory and send the complete IM_Data directory.
The Installation Manager Data Directory contains log files and the repository that tracks installed products. The exact location of this data depends on whether you have installed Installation Manager as a root user (administrative user), or as a non-root user (non-administrative user). If you are in doubt, check both locations as indicated in the following table.
The following table indicates the default directory that contains the Installation Manager data.
|Platform||Installation Type||Default Data Location|
|administrator||C:\Documents and Settings\All Users\
|non-administrator||C:\Documents and Settings\
Profile log files:
Server startup log files are saved in the profile_root /logs/ server_name /systemout.log file
Profile upgrade log files are saved under profile_root /logs/BPMProfileUpgrade.<profileName>.<timeStamp>.log directory.
Compress and send the logs directory from the profile_root directory
Database Upgrade log files:
If you encounter a failure during the database upgrade process, compress and send the following directories:
- Database scripts are generated under profiles profile_root/dbscripts
- If you are upgrading from an IBM Business Process Manager Version 7.5 product to Version 7.5.1, the BPMGenerateUpgradeSchemaScripts log files are saved under the profile_root/upgrade directory .
- The upgrade7.x script log files are saved in the install_root\BPM\Lombardi\tools\upgrade\upgrade_7x\logs directory.
- The profile upgrade logs , if not sent already, exist in the
install_root\logs and profile_root/logs files.
Enabling the Installation Manager Trace (Optional)
Enable Installation Manager Trace only if IBM Support requests that you collect the trace for deeper analysis. To enable this trace, complete the following steps:
- Navigate to the IM_DATA/logs directory and create a file named log.properties
- Copy the following data into the log.properties file:
If the Installation Manager is already running, it must be restarted for the trace to take effect.
- Repeat the failing operation and send the Installation Manger Data directory .
After collecting the trace you can disable it by commenting out the previously listed lines in the log.properties file.
Other troubleshooting hints and tips
- If you are not familiar with the IBM Business Process Manager installation process, review the following information center document: Roadmap for installing and configuring the software
- If you are experiencing a problem with starting the Launchpad or Installation Manger, review the documentation for Preparing operating systems for product installation information.
- Review the log files and dumps that are generated at the point of failure.
- Gather the documentation and work with the IBM Business Process Manager support team to resolve your problem.
Exchanging data with IBM Support (In process)
- See Exchanging information with IBM Technical Support for FTP and email instructions using the IBM Enhanced Customer Data Repository (ECuRep).
- Go to the Service Request page to open or update a problem. If you have a SoftwareXcel enterprise edition for zSeries contract, you can also ask non-defect installation and usage questions.
Note: Always update your Service Request (problem record) to indicate that data has been sent.
Knowledge Collection: Installation and configuration
IBM Business Process Manager Standard - Support portal
IBM Business Process Manager Advanced - Support Portal
IBM Business Process Manager Express - Support portal
V7.5 - Cluster Creation tutorial
A simplified Chinese translation is available
|Business Integration||IBM Business Process Manager Standard||Installation / Configuration||AIX, Linux, Solaris, Windows||8.0, 7.5.1, 126.96.36.199, 7.5|
|Business Integration||IBM Business Process Manager Express||Installation / Configuration||Linux, Windows||8.0, 7.5.1, 188.8.131.52, 7.5|