IBM Support

Collecting Data: Read First for WebSphere Portal 8.5 and 9.0

Recommended Resources


Documents for collecting troubleshooting data for IBM WebSphere Portal 8.5 and 9.0 aid in problem determination and save time resolving Problem Management Records (PMRs).


Collecting troubleshooting data early, even before opening a PMR, helps IBM Support quickly determine if:

- symptoms match known problems (rediscovery).
- there is a non-defect problem that can be identified and resolved.
- there is a defect that identifies a workaround to reduce severity.
- locating root cause can speed development of a code fix.

Depending on the nature of the issue, IBM Support may need to request logs and tracing more than once. For example, initial log analysis may indicate that more specific traces are required to troubleshoot, and thus a problem recreation with new traces may be required.

Data Collection

Automated log collection via the wpcollector tool is the recommended method for improving accuracy of the data collection.

Use the wpcollector tool to gather the documentation and information necessary to troubleshoot the problem on the system(s) in your environment. Then FTP the files to IBM Support via the wpcollector tool itself or by referencing Exchanging information with IBM Technical Support for problem determination.

The following data collection documents contain instructions for specific components or scenarios. The wpcollector tool can be leveraged with such instructions to gather and optionally send the data. If one of the product components or scenarios below matches your symptom or the part of the product with which you are experiencing problems, follow the instructions in the associated data collection document.

Tab navigation

Documents for collecting troubleshooting data which are applicable to WebSphere Portal and IBM Web Content Manager version 8.5 and 9.0

Component: Link:
General 1962321
Installation 1962645
XML Configuration Interface (XMLAccess) 1451423
ConfigEngine 1968713
Configuration Wizard 1963901
Migration 1963147
Runtime Operations:
OutOfMemoryError 1316563
Crash 1316516
Performance, hang, or high CPU issues 1316528
Configuring Security 1593369
Login (including Impersonation) 1592791
Portal User Management Architecture (PUMA) 1592792
Virtual Portal 1593367
Session Management 1579527
Tivoli Access Manager Integration 1579530
Computer Associates eTrust Siteminder Integration 1243923
Step-up and Remember Me 1377161
People Finder 1458362
Credential Vault 1313734
Portal Access Control (PAC) 1450830
Directory Search / People Picker 1966956
Outbound HTTP Connection 1998965
Content Management:
Web Content Manager 1673017
Managed Pages 1960989
Syndication 1989372
Modular-based Themes 1616359
Web Application Bridge (WAB) 1647465
JavaServer Faces (JSF) 1198110
Mobile Portal Accelerator 1673323
Struts Portlet Framework 1468819
Web Services for Remote Portlets (WSRP) 1468821
Common PIM Portlets (CPP) 1468956
Remote Cache 1468824
Script Portlet 1690618
WebDAV 1497122

Note: If using the SR tool or FTP for data submission, update the PMR to include relevant use case information that can expedite problem analysis (screenshots, timestamps, user IDs, etc). As an alternative to manual screenshot collection, you can use a screen recording tool to record such information and include the output of such tool with your data submission.

Related Information

Document information

More support for: WebSphere Portal
Problem Determination

Software version: 8.5, 9.0

Operating system(s): AIX, HP-UX, IBM i, Linux, Solaris, Windows

Software edition: Enable, Express, Extend, Server

Reference #: 1672901

Modified date: 17 February 2017

Translate this page: