IBM Support

Collecting Data: IBM Connections 4.0 Search

Technote (troubleshooting)


Collecting Data for problems with Lotus Connections 4.0 Search. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.


IBM Connections 4.0

Diagnosing the problem

Do you want to automate the collection of MustGather data?

Collecting Log information can be automated (using IBM Support Assistant Lite (ISA Lite)) or collected manually.

Automated data collection:

Collecting the following log information is automated in the IBM Support Assistant Lite (ISA Lite) tool for IBM Connections. This tool is included with the product and can be found:

<IBM Connections program dir>\data\shared\tools\isa

To run the ISA tool, please follow these steps:
1. Since the tool is a Java application, it is necessary to set the JAVA_HOME environment variable before the tool can start.

Execute the following script:

AIX® or Linux®:


2. Run ISALiteConsole.bat script in the <IBM Connections program dir>\data\shared\tools\isa directory
3. Follow the prompts to gather the data set for the problem component. Make sure you specify the cluster name of the WebSphere Application Server where the component is deployed.

Detailed instructions on running and using the tool can be found here:

When running the ISALite Collector, you can edit or modify the trace setting. Support may ask that additional trace settings be applied during ISA Collection.

Manual data collection:

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, error message, and steps to reproduce.
2. Provide any applicable screen shots, browser version, any environment specific details (e.g., SSO, Proxy, WAS/DB levels, OS levels)
3. Verify the search-admin user has access by entering the seedlists url in a browser:
Use the user name and password configured for the connectionsAdmin J2C alias for authentication OR use the SearchService.validateSeedlist("activities") command.
4. Validate the WebSphere environment variables are correct.
5. Confirm the times on both database servers and Connections servers are in sync.
6. Verify mime type of the uploaded file is supported by looking in the search-config.xml.
7. Review the Connections documentation for information on error codes.

Collecting a Trace

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 Connections Application is installed on) -> Diagnostic Trace Server -> Change Log Detail Levels -> please add the following *string and click Apply -> OK

Component Trace:

Search Only


c. Restart the WAS server after moving existing logs to another directory (or deleting)

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 logs directory %WAS_HOME%/profiles/appSrv01/logs ( trace.log, systemout.log, systemerr.log and FFDC logs) from the node.
along with LotusConnections-config.xml located in directory %WAS_HOME%\profiles\(your profile)\config\cells\(your cell)\LotusConnections-config

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: 4.0

Operating system(s): AIX, Linux, OS X, Windows

Reference #: 1610116

Modified date: 10 August 2015

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