Collect troubleshooting data for WebSphere Business Space in the IBM Business Process Manager (BPM) and WebSphere Process Server (WPS) products

Technote (troubleshooting)


Problem(Abstract)

You are having a problem with WebSphere Business Space. You would like to know what documentation you must collect (MustGather) so that the 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



Learn more about MustGather



The term "MustGather" represents the diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. By collecting MustGather data early, even before you open a PMR, you help IBM Support to quickly determine the following:
  • If symptoms match known problems (rediscovery)
  • If you have a non-defect problem that can be identified and resolved
  • If there is a known defect and a workaround exists to provide relief


Collect MustGather data



General Diagnostic Information

Collect the following general MustGather data to provide to support if not already supplied:
  • Problem Description: Provide a detailed description of your problem. Include sample input values as needed, along with your own analysis of the problem.
    • Provide detailed instructions for how to recreate your issue.
    • Provide information on the topology used and how Business Space is deployed.
    • Provide the names of any models, events, or metrics that you believe might be involved in the issue.
    • Provide how often the problem occurs. Include details about recent problem occurrences, including time stamps.
    • Provide any workarounds you use for the issue.
    • If you have not provided it already, supply the impact this issue is having on your company, including:
      • Any upcoming deadlines and dates
      • If the problem is seen in production, development, or testing
      • Any realized or potential affect on customers

  • Environment Description: Provide information about your WebSphere Business Space environment:
    • Hardware specifications of the workstation. If you have a cluster, provide this information for all the workstations in the cluster. This information should include:
      • The number and speed of the CPUs
      • The amount of physical memory
      • The size of the hard disks
    • From the bin directory of each WebSphere Business Space installation, run the versionInfo command with the maintenancePackages flag:
      versionInfo -maintenancePackages
    • Gather the following versionInfo file.
      <WBM_installPath>/BusinessSpace/bspace.versions.txt
    • If this is a WebSphere Business Space development toolkit installation, go to Start > All Programs > IBM Installation Manager > View Installed Packages. Save the file that is opened in the web browser.
    • Provide the versions of all of the databases that you are using and information on the configuration of the database server.
    • Provide the version of the operating system. If you have a cluster, specify the versions of the operating systems for all the workstations in the cluster.
    • Gather the following security configuration files from the stand-alone server or cell deployment manager:
      <profile_root>/<profile_name>/config/cells/<cell_name>/security.xml

      <
      profile_root>/<profile_name>/config/cells/<cell_name>/wim/config/wimconfig.xml
      • If the problem being reported is dashboard-related, specify the version of the web browser that you are using.
      • If the problem is occurring in a network deployment environment, describe the topology of your environment including machine names, cluster names, and graphical representation, if possible.

  • Server log files: Provide log information for each of the involved servers:
    • State the exact error message that is received.
    • Specify the log file in which the error occurs as well as the associated time stamp.
    • Gather the log files and FFDC files from each server that is involved in the issue.
    • If you are using the default WebSphere Business Space profile directory, package the following directories:
      <WBM_installPath>/profiles/<profile_name>/logs/<server_name>
      <WBM_installPath>/profiles/<profile_name>/logs/ffdc
    • Note: In the following section, which is entitled, "Manually collect component-specific MustGather data," you might be asked to set the trace string to a particular value depending on the problem area if the problem is reproducible. Setting the trace string causes trace output to be written to a file named trace.log in the appropriate log directory for the server or profile that was listed previously. After setting the trace string, you must recreate the error or error conditions.

Manually collect component-specific MustGather data

If your problem falls into one of the following categories, collect the following information in addition to the preceding general information. If the problem is reproducible, set the appropriate trace string in that section prior to reproducing the problem.
  • Installation Issues
    • For installation problems:


      C:\Documents and Settings\All Users\Application Data\IBM\Installation Manager\logs
      C:\Documents and Settings\All Users\Application Data\IBM\Installation Manager\histories
      C:\Documents and Settings\All Users\Application Data\IBM\Installation Manager\installRegistry.xml
      C:\ProgramData\IBM\Installation Manager\logs
      [for Windows 7]

      Note: You will need to enable viewing of hidden folders to access the ProgramData directory and its subdirectories.
    • Installation log files:
      <WBM_installPath>\logs\bspace
    • Installation Manager logs for root installations:
      /var/ibm/InstallationManager/logs [for Linux and UNIX-based platforms]

      c:\Documents and Settings\All Users\Application Data\IBM\InstallationManager\logs [for Windows]

      C:\ProgramData\IBM\Installation Manager\logs [for Windows 7]

      Note: You will need to enable viewing of hidden folders to access the ProgramData directory and its subdirectories.
    • Installation Manager logs for non-root installations:
      <UNIX_USER_HOME>/var/ibm/InstallationManager/logs [for Linux & UNIX platforms]

      c:\Document and Settings\<WINDOWS_USER_ID>\Application Data\IBM\InstallationManager\logs [for Windows]
    • Profile-related log files:
      <WBM_installPath>\logs\manageprofiles
      <profile_root>\<profile_name>\logs
    • NIFStack.xml file:
      <WBM_installPath>/properties/version/nif/backup/NIFStack.xml
  • Login or security issues
    • For login issues, set the trace string to the following values:
      • When using stand-alone LDAP, use the following string:
        *=info: com.ibm.bspace.*=all: com.ibm.mm.*=all:com.ibm.ws.security.*=all
      • When using federated LDAP, use the following string:
        *=info: com.ibm.bspace.*=all: com.ibm.mm.*=all:
        com.ibm.ws.security.*=all:com.ibm.ws.wim.*=all:com.ibm.websphere.wim.*=all:
        com.ibm.wsspi.wim.*=all
    • For access issues problems, set the trace string to the following value:
      *=info: com.ibm.mm.*=all: com.ibm.bspace.*=all
      • Provide the browser and version information.
      • Provide the ldapsearch results of the userid or group
      • Provide the security.xml file.
      • Provide the wimconfig.xml file.
      • Provide the fileregistry.xml file.
      • Provide the following database tables
        • AC_ROLE
        • AC_RESOURCE
        • AC_MEMBER
        • ACCOUNT
        • SPACENODE
        • SPACENODE_DD
        • SPACENODE_LOD
  • Space issues
    • For space access issues, set the trace string to the following value:
      *=info: com.ibm.mm.*=all: com.ibm.bspace.*=all
      • Provide the browser and version information
      • Provide the following database tables:
        • AC_ROLE
        • AC_RESOURCE
        • AC_MEMBER
        • ACCOUNT
        • SPACENODE
        • SPACENODE_DD
        • SPACENODE_LOD
  • Server Issues
    • For data movement services problems, set the trace string to the following value:
      *=info: com.ibm.wbimonitor.dmsservice.*=all: com.ibm.wbimonitor.repository.*=all: com.ibm.wbimonitor.scheduler.*=all
    • For database (retrieval and update) problems, set the trace string to the following value:
      *=info: com.ibm.wbimonitor.persistence.*=all: com.ibm.wbimonitor.repository.*=all
    • For KPI-related problems, set the trace string to the following value:
      *=info: com.ibm.wbimonitor.rest.*=all: com.ibm.wbimonitor.repository.*=all: com.ibm.wbimonitor.resources.*=all: com.ibm.wbimonitor.kpi.*=all

  • Dashboard Issues
    • For dashboard problems that are related to data retrieval and the problem persists across widgets, set the trace string where REST Services is deployed to the following value:
      *=info: com.ibm.wbimonitor.rest.*=all: com.ibm.wbimonitor.repository.*=all: com.ibm.wbimonitor.resources.*=all

      Capture the content of the following database tables in the Monitor schema, related to Monitor data security configuration:
      RAT_RESOURCE_GROUPS
      RAT_AUTH_DOMAIN
      RAT_PARTY_ROLES
    • For Business Space dashboard problems, set the trace string on the deployment manager and where Business Space is deployed to the following value:
      *=info: com.ibm.bspace.*=all: com.ibm.wbimonitor.BusinessDashboard=all

      If you are using WebSphere Process Server V7.0, add the following additional trace string to the previously listed strings:
      com.ibm.mm.*=all

      Save the content of the debug console that appears in Business Space to a file and provide after reproducing the issue.

      Note: It is important that you also include the security configuration files that are mentioned under the Environment Description of the General Diagnostic Information section.

      Also gather the following Business Space configuration files:
      <DMGR_PROFILE_HOME>/config/cells/<CELL_NAME>/nodes/<NODE_NAME>/servers/<SERVER_NAME>/config-bspace.xml [if Business Space was configured for a single server]

      <DMGR_PROFILE_HOME>/config/cells/<CELL_NAME>/clusters/<CLUSTER_NAME>/config-bspace.xml [if Business Space was configured for a cluster]

      <WAS_ROOT>/BusinessSpace/bspace.versions.txt [for WebSphere Process Server V7.0]
    • For WebSphere Portal dashboard problems, set the trace string on the WebSphere Portal server to the following value:
      *=info: com.ibm.wbimonitor.BusinessDashboard=all: com.ibm.wbimonitor.proxy.*=all

      Also gather the following files:
      <PORTAL_ROOT>\log
      <PORTAL_WAS_PROFILE_NAME>\logs
    • For Alphablox-related problems:
      If you are using WebSphere Process Server V7.0, for any issues with the Alphablox start up, set the trace string on all servers that have been deployed with the Alphablox applications (AlphabloxPlatform and AlphabloxStudio):
      *=info: com.ibm.wbimonitor.admin.command=all


      <ABX_ROOT>\Alphablox\repository\servers\AlphabloxAnalytics\logs


      NOTE: Review the Alphablox technote for Troubleshooting & Collecting Diagnostic Data for further details.

  • Performance-related Issues
    • For server-related performance issues, provide the answers to the following questions:
      • How many models and versions of each model are deployed?
      • What is the rate at which events are arriving? For example, how many events per hour or day? Are there any peak periods in a day, week, or year?
      • How many events constitute a typical instance?
      • How large is the business data that is associated with an event?
      • Does the issue occur just at server startup or at steady state?
      • How many instances exist for each model version?
      • If you are using WebSphere Process Server V7.0, what are the configured refresh rates for WebSphere Business Monitor scheduled services?
      • If the issue is specific to a monitor model or monitor model version, provide the runtime configuration settings that are used for each monitor model.
    • For Dashboard-related performance issues:
      • On average, how long is the web browser left open to view the dashboards?
      • What is the configured session timeout period?
      • What is the configured refresh rate for the widgets?
      • What is the configured refresh rate for the Alphablox cubes?
      • What is the average time it takes to log in? What is the average time it takes to navigate to a page?
      • How many cubes are present in Alphablox and are they all started?
      • What is the average number of business users? Are there any peak times?
    • In addition, review the MustGather: Read first for WebSphere Application Server document for additional guidance on information to gather.
    • For issues that are related to DB2 performance, such as deadlocks and lock timeouts, review the Collecting data: Read for for DB2 for Linux, UNIX, and Windows products for additional guidance on information to gather.
    • For issues where the WebSphere Business Monitor server seems to have stopped consuming events or may be deadlocked, gather a thread dump from the Moderator and Model Logic targets. Review the WebSphere Application Server Information Center for additional information on how to dump threads.


Submit MustGather data to IBM Technical 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:
For information about using each of these services, see Exchanging information with IBM Technical Support.



Collect MustGather data for related products




Related information



See the Software Support Handbook for guidelines and references about IBM Support.



Cross reference information
Segment Product Component Platform Version Edition
Business Integration IBM Business Process Manager Standard Business Space AIX, Linux, Linux zSeries, Solaris, Windows 8.5, 8.0.1, 8.0
Business Integration IBM Business Process Manager Express Business Space Linux, Linux zSeries, Windows 8.5, 8.0.1, 8.0
Business Integration WebSphere Process Server Business Space AIX, HP-UX, i5/OS, Linux, Linux zSeries, Solaris, Windows 7.0, 6.2

Product Alias/Synonym

WPS
BPM

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Document information


More support for:

IBM Business Process Manager Advanced
Business Space

Software version:

7.5, 7.5.1, 8.0, 8.0.1, 8.5

Operating system(s):

AIX, Linux, Linux zSeries, Solaris, Windows

Reference #:

1578516

Modified date:

2014-01-08

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