Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.
Diagnosing the problem
|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, screenshots, error messages, and steps to reproduce.
2. Please provide Connection environment details:
IBM Connections version and fix level.
LDAP type, version, fix level
Amount of RAM on each of the server nodes
Is this a pilot or production installation?
Is this a new installation or an upgrade from an earlier version?
How many nodes in the cluster and are components installed to a single or multiple jvm's?
Is the problem reproducible on all nodes?
What browser types and versions are in use and is the issue reproducible on the supported browsers?
Is there a SSO solution in front of IBM Connections (Siteminder, TAM, SPNEGO)?
Please outline any customization that you may have.
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 -> Diagnostic Trace Server -> Change Log Detail Levels -> please add the following *string and click Apply -> OK
Trace for custom authentication provider in Cognos:
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 and metrics-config.xml located in directory %WAS_HOME%\profiles\(your profile)\config\cells\(your cell)\LotusConnections-config
and in /metrics/metrics-report.xml.
Cognos specific log and files, please zip the entire log folder
<Cognos BI path>/logs
<Cognos Transformer path>/logs/
<Cognos WAS server>/
|<Cognos BI path>/configurations/
<Cognos Transformer path>/configurations/
<Cognos Transformer path>/metricsmodel/
*.sh or *.bat
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 http://www.fiddler2.com
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