Collect troubleshooting data for installation or upgrade problems with IBM Business Process Manager (BPM) products

Technote (troubleshooting)


Problem(Abstract)

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

Search IBM Electronic Support resources


If the solution cannot be found, use the following information to collect the MustGather data for the IBM Support Team.

Collect MustGather data for IBM Support


Collect general information for all installation and upgrade problems

  • Provide a problem description
    Provide IBM Support Team the detailed steps of commands or procedures that you have followed before encountered the problem, including detailed symptom, error messages, and any other related background information.

  • Run the versionInfo command and provide the output
  • For IBM Business Process Manager V7.5, run the command from install_root/bin
    versionInfo -maintenancePackages > versioninfo.txt
  • For IBM Business Process Manager V8.0, V8.0.1, and V8.5, run the command from install_root/bin
    versionInfo -fixpacks -ifixes > versioninfo.txt

  • Provide the operating system version, release and maintenance level

  • Provide the database type and version used for IBM Business Process Manager

  • Provide the topology information including number of clusters, nodes for IBM Business Process Manager

  • Provide the product installation log files.
    Compress all files from the install_root/logs directory. For more information, see Where to find product and profile installation directories.

  • Provide the configAction log files.
    Compress all files from the deployment_manager_ profile_root/properties/service/productDir directory.

  • For IBM Business Process Manager V8.5.X only - Provide the BPMConfig log files, which exist in the following locations:
    • For Windows operating systeminstall_root\logs\config\BPMConfig_time_stamp.log
    • For UNIX operating systemFor Linux operating systemFor z/OS operating systeminstall_root/logs/config/BPMConfig_time_stamp.log

  • Provide the "BPMProfileUpgrade* and bootstrapProcessServerData* files from deployment_manager_ profile_root/logs directory.

  • Provide the URL links or documents that you followed for the installation or upgrade.


    Where to find the product and profile installation directories
    You can set the product install_root value during the installation process. The following links provide you with the default directories for different types of installations:
    IBM Business Process Manager V7.5.X - Installation directories for product and profiles
    IBM Business Process Manager V8.0.X - Installation directories for product and profiles
    IBM Business Process Manager V8.5.X - Installation directories for product and profiles


    Collect data for Launchpad interface problems


    If you encounter problem from Launchpad installation, collect the following data and information:
    • Provide the detailed commands and steps that you have taken before the problem happened.

    • If there is any error message on the LaunchPad user interface, capture a screen shot.

    • Collect all of the IBM_LaunchPad_* log files from the [Temp_Dir]:
      On Windows systems, these files can be in the
      C:\Documents and Settings\user\Local Settings\Temp\1\IBM_LaunchPad_* or
      C:\Users\ADMINI~1\AppData\Local\Temp\1\IBM_LaunchPad_BPM_*/typical_install.log directory.
      For Linux or AIX systems, these files can be in the /tmp/IBM_LaunchPad_* directory.

    Note: Some of the log files are deleted when you close the LaunchPad. Collect the log files before you close the LaunchPad.

    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  

    Collect data for Installation Manager installation or upgrade problems

    • Save the Installation Manager screen when the problem occurred if you used the Installation Manager GUI.

    • If the problem involves Installation Manager silent install, provide the complete command that you used and the customized response file.

    • Collect the Installation Manager Agent Agent data. Compress the data and send all files from the IM Agent Data directory. For more information, see Where to find product and profile installation directories.
    • (Optional) Enable Installation Manager trace when it is requested by IBM Support. For more information, see How to enable Installation Manager trace..

      Default Installation Agent Data location


      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
      Windows 2003
      Windows XP
      administrator C:\Documents and Settings\All Users\
      Application Data\IBM\
      Installation Manager
      Windows 2003
      Windows XP
      non-administrator C:\Documents and Settings\
      user_name\Application Data\
      IBM\Installation Manager
      Windows Vista
      Windows 7
      Windows 2008
      administrator C:\ProgramData\IBM\
      Installation Manager
      Windows Vista
      Windows 7
      Windows 2008
      non-administrator C:\Users\user_name\
      AppData\Roaming\IBM\
      Installation Manager
      AIX
      Linux
      Solaris
      root /var/ibm/InstallationManager
      AIX
      Linux
      Solaris
      non-root user_home/var/ibm/
       
      InstallationManager

      How to enable 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:
      1. Navigate to the IM_DATA/logs directory and create a file named log.properties

      2. Copy the following data into the log.properties file:


        com.ibm.cic.agent.core.Engine=DEBUG
        com.ibm.cic.agent.internal.core.InstallOrderManager=DEBUG
        global=DEBUG
        com.ibm.ws.PAKEngine=DEBUG


        If the Installation Manager is already running, it must be restarted for the trace to take effect.

      3. 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.


      Collect database upgrade log files


      If you encounter a failure during the database upgrade process, compress and send the following directories:
      • Provide the database scripts that are generated under the profile_root/dbscripts directory.

      • For an IBM Business Process Manager V7.5.0 to V7.5.1 upgrade, collect the BPMGenerateUpgradeSchemaScripts log files, which are saved under the profile_root/upgrade directory .

      • Collect the upgrade_7x script log files:
        • For IBM Business Process Manager V7.5.0: install_root/BPM/Lombardi/tools/upgrade/upgrade_7x/logs 
        • For IBM Business Process Manager 7.5.1 and later:
          profile_root/logs



      Other troubleshooting hints and tips





      Exchanging data with IBM Support


      See Exchanging information with IBM Technical Support for FTP and email instructions using the IBM Enhanced Customer Data Repository (ECuRep).

      1. 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.

      If you need to speak to an IBM technical support representative, call your country representative. If you need to speak to an IBM technical support representative in the US, call 1-800-IBM-SERV.
    • Related information

      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

      Cross reference information
      Segment Product Component Platform Version Edition
      Business Integration IBM Business Process Manager Standard Installation / Configuration AIX, Linux, Solaris, Windows 8.5, 8.0.1, 8.0, 7.5.1, 7.5
      Business Integration IBM Business Process Manager Express Installation / Configuration Linux, Windows 8.5, 8.0.1, 8.0, 7.5.1, 7.5

      Product Alias/Synonym

      BPM

      Rate this page:

      (0 users)Average rating

      Document information


      More support for:

      IBM Business Process Manager Advanced
      Installation / Configuration

      Software version:

      7.5, 7.5.1, 8.0, 8.0.1, 8.5

      Operating system(s):

      AIX, Linux, Linux zSeries, Solaris, Windows

      Reference #:

      1506937

      Modified date:

      2014-03-20

      Translate my page

      Machine Translation

      Content navigation