IBM Support

Collecting Data: IBM Connections Forums

Technote (FAQ)


What information should you gather on Connections Forums before contacting IBM Support for problem assistance?


Collecting the following data before contacting support will help expedite problem determination and resolution of the problem:
1. Provide a precise description of the issue, screenshots, error messages, and steps to reproduce.

2. Provide Connection environment details:

  1. IBM Connections version and fix level.
  2. LDAP type, version, fix level
  3. Amount of RAM on each of the server nodes
  4. Is this a pilot or production installation?
  5. Is this a new installation or an upgrade from an earlier version?
  6. How many nodes in the cluster and are components installed to a single or multiple jvm's?
  7. Is the problem reproducible on all nodes?
  8. What browser types and versions are in use, is the issue reproducible on supported browsers?
  9. Is there a SSO solution in front of IBM Connections (Siteminder, TAM, Spnego)?
  10. Outline any customization that you may have.
  11. What changes occurred in the environment prior to the issue

3. Tracing can be very verbose. If tracing is requested by support, follow these steps.

a. Log in to the IBM WebSphere Application Server (WAS) administration console using an administrator ID

b. Go to Troubleshooting -> Logs and Trace -> Logging and Tracing -> Server 1 (or server Forums is installed on) -> Diagnostic Trace Server -> Change Log Detail Levels -> please add the following *string and click Apply -> OK
      Available trace for Forums issues:

      i. Core service functionality* 

      ii. Functionality related to authenticating and building user info that drives access control
      This trace is useful to determine what communities Forums is told a user belongs to.*

      iii. Community life cycle event integration
      Useful for diagnosing responses to community life cycle events.*

      Additional WAS tracing that is often helpful:

      iv. Trace for directory services and communities integration**=all:org.apache.commons.httpclient.*=all

      v. Widget tracing for community integration**=all

      vi. ReplyTo

      vii. Database tracing (very verbose)

      NOTE: The DB trace settings are very verbose, as such are only useful when the server activity is limited to reproducing the issue. Be sure to disable the trace after the issue is reproduced and the date has been collected for IBM Support.

c. Move (or delete) the existing logs on the node to another directory the restart the WAS server, sample path: %WAS_HOME%/profiles/appSrv01/logs

d. Reproduce the problem.   Note: If the issue can be reproduced on a single node, shut down all other nodes prior to reproducing the problem.

e. Provide Support a compressed copy of the Node logs directory:
%WAS_HOME%/profiles/appSrv01/logs ( trace.log, systemout.log, systemerr.log and FFDC logs)

f.   Collect copies of files LotusConnections-config.xml and forums-config.xml from directory:
%WAS_HOME%\profiles\(your profile)\config\cells\(your cell)\LotusConnections-config

4. Collect a Fiddler Trace

Fiddler is a tool for monitoring requests made and received by a web browser. This information is often invaluable when troubleshooting a problem with IBM Connections. Due to the AJAX nature Connections, an error message may not always display the true cause of the error. A fiddler trace helps all requests or responses that may have been made.

Fiddler can be downloaded from

Close all other browser windows before opening fiddler, log into connections. Run the fiddler application. Have the user perform the operation that is causing the error. When the action has been completed, save the results in fiddler by choosing “File”->”Save”->”All Sessions”.

Please configure fiddler to decrypt the https request:
Select "Decrypt HTTP traffic" and ""Ignore server Certificate errors

Document information

More support for: IBM Connections

Software version: 4.5, 5.0, 5.5, 6.0

Operating system(s): Linux, Windows

Reference #: 1609775

Modified date: 29 June 2017

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