IBM Support

Collecting Data: IBM Web Content Manager 8.5

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Abstract

Documents for collecting troubleshooting data for IBM® Web Content Manager™ 8.5 expedites time to resolution by enabling IBM Support to provide informed problem analysis.

Content

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.

If you have already contacted IBM Support and must collect data to determine the nature of a problem in Web Content Manager, review the information below for the available methods of data collection.

Collecting IBM Web Content Manager specific information
IBM Web Content Manager issues can occur for various reasons including incorrect configuration values or failures to follow all of the steps in the documentation.

Detailed problem description

Provide a detailed description of the issue you are reporting. When recreating the issue to collect the traces requested below, document your click-by-click recreate scenario. Include the approximate time of each action and the resource and user names involved.

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

Troubleshooting

If you have already contacted IBM Support and must collect data to determine the nature of a problem in Web Content Manager, review the information below for the available methods of data collection.

Collecting IBM Web Content Manager specific information
IBM Web Content Manager issues can occur for various reasons including incorrect configuration values or failures to follow all of the steps in the documentation.

Detailed problem description

Provide a detailed description of the issue you are reporting. When recreating the issue to collect the traces requested below, document your click-by-click recreate scenario. Include the approximate time of each action and the resource and user names involved.

Data Collection

Use the following instructions to collect the necessary troubleshooting data.

I. Enabling trace logging

Enable tracing during problem recreation in order to investigate the specific behavior of the component(s). Choose to enable either static or dynamic tracing and proceed with the steps accordingly. For further information regarding logging and tracing in the portal, refer to the System event logging topic in the WebSphere Portal 8.5 Information Center.

Option A: Enabling static (extended) tracing
Static tracing is the recommended method of capturing data, as it collects data from server startup until problem recreation.

1. Log into the Integrated Solutions Console as the WebSphere Application Server administrator.

2. Click Troubleshooting->Logs and Trace->WebSphere_Portal->Diagnostic Trace.

3. On the Configuration tab, ensure Enable Log is selected. On this same tab, ensure you increase the Maximum File Size and and Maximum Number of Historical Files as needed to ensure that the tracing of the problem recreation is not overwritten due to the amount of traffic on the system and output of the tracing itself.

4. Click Change Log Level Details and enter the trace string based on the table below.

5. Click OK and save the changes.

6. Restart the WebSphere_Portal application server.

Option B: Enabling dynamic tracing
Dynamic tracing can be used for situations that do not permit a server restart.

1. Log in as the Portal administrator.

2. Click Administration->Portal Analysis->Enable Tracing. The Enable Tracing portlet appears.

3. Type the required trace string into the field Append these trace settings based on the table below.

4. Click the Add icon. Enable Tracing updates the field Current trace settings.

Note: Restarting WebSphere Portal will remove traces that were set by using the Enable Tracing Administration portlet.

Trace strings

Issue Trace string
General Information​ com.ibm.workplace.wcm.*=all
com.aptrix.*=all
com.presence.connect.*=all
Syndication Refer to Collecting Data: Syndication for WebSphere Portal 8.5
Security​ com.ibm.wps.engine.*=all
com.ibm.wps.services.puma.*=all
com.ibm.wps.puma.*=all:com.ibm.wps.um.*=all
com.ibm.wps.sso.*=all
com.ibm.wps.services.authentication.*=all
com.ibm.ws.security.*=all
com.ibm.ws.wim.*=all:com.ibm.websphere.wim.*=all
com.ibm.wsspi.wim.*=all:com.ibm.workplace.wcm.*=all
com.aptrix.*=all
com.presence.connect.wmmcomms.*=all
com.presence.connect.profile.*=finest
Authoring Portlet com.ibm.workplace.wcm.app.ui.*=all
com.aptrix.*=all
com.presence.connect.*=all

Note: Client side trace required. When recreating the issue it is important to note any JavaScript exceptions you may see in the browser. Additionally, you will need to collect some browser side information so we can see the requests being passed.

There are multiple methods for collecting this information:
- The browser's JavaScript console
- Fiddler
- Firefox's Live HTTP Headers
- Firefox's Firebug
API com.ibm.workplace.wcm.*=all
com.aptrix.*=all:
com.presence.connect.*=all
​JSR 286 Web Content Viewer​ com.aptrix.*=all
com.presence.*=all
com.ibm.workplace.wcm.*=fine
com.ibm.workplace.wcm.app.ui.portlet.*=all
com.ibm.websphere.wmm.*=all
com.ibm.wps.services.puma.*=all
com.ibm.wps.puma.*=all
com.ibm.workplace.wcm.resolver.*=all
com.ibm.workplace.wcm.services.addressability.*=all
Remote Web Content Viewer Portlet​ On the remote rendering server:
com.ibm.workplace.wcm.app.ui.remote.*=all
com.ibm.workplace.wcm.app.ui.portlet.*=all

If the credential vault is in use, add the following the remote rendering server traces:
com.ibm.wps.services.credentialvault.*=finest
com.ibm.wps.sso.credentialvault.*=finest
com.ibm.wps.command.credentialvault.*=finest
com.ibm.wps.engine.Servlet.*=finest

On the rendering server:
com.aptrix.*=all
com.presence.connect.wmmcomms.*=all
com.ibm.wps.engine.*=all
com.ibm.wps.services.puma.*=all
com.ibm.wps.puma.*=all
com.ibm.wps.sso.*=all
com.ibm.wps.services.authentication.*=all
com.ibm.ws.security.*=all
com.ibm.ws.wim.*=all:com.ibm.websphere.wim.*=all
com.ibm.wsspi.wim.*=all
Caching​ com.presence.connect.cache.*=finest
com.presence.connect.business.*=finest
com.aptrix.pluto.renderer.*=finest
com.ibm.workplace.wcm.services.content.*=finest
Pre-rendering com.aptrix.cacher.*=finest
Enterprise Content Management Integration Document Picker issues:
com.ibm.wps.proxy.*=all
com.ibm.mm.proxy.*=all
com.ibm.lotus.quickr.*=all

Personalization Federated Document issues:
com.ibm.workplace.wcm.pzn.ecm.*=all
com.ibm.websphere.personalization.*=all

Note: Client side trace required. When recreating the issue it is important to note any JavaScript exceptions you may see in the browser. Additionally, you will need to collect some browser side information so we can see the requests being passed.

There are multiple methods for collecting this information:
- The browser's JavaScript console
- Fiddler
- Firefox's Live HTTP Headers
- Firefox's Firebug
Blogs and Wikis​ com.ibm.workplace.wcm.*=all
com.aptrix.*=all:com.presence.*=all
com.ibm.icm.jcr.*=finest
com.ibm.icm.ci.schema.impl.SchemaService=info
Java Content Repository (JCR) com.ibm.icm.*=finest
com.ibm.icm.ci.schema.impl.SchemaService=info
Java Content Repository (JCR) Export/Import of Library com.ibm.icm.jcr.command.*=all
Web Content Integrator com.ibm.workplace.feed.*=finest
Migration com.ibm.workplace.wcm.app.migration.*​=​all​
Seedlist and Search​ WCM Seedlist issues:
com.ibm.lotus.search.providers.content.seedlist.*=finer
com.ibm.workplace.wcm.seedlist.*=finer
com.ibm.workplace.wcm.services.*=finer

WCM Search issues:
com.aptrix.pluto.cmpnt.*=finest
com.ibm.workplace.wcm.data.siapi.*=finest
com.ibm.workplace.wcm.services.siapi.*=finest
Personalization For issues with personalization in WebSphere Portal ( rules, campaigns, application objects ):
com.ibm.websphere.personalization.*=all:com.ibm.websphere.query.*=all

For issues with personalization and security:
com.ibm.webshere.personalization.=finest:
com.ibm.icm.ci.query.impl.ResultSetProcessor=finest:
com.ibm.icm.ci.query.impl.QueryProcessor=finest:com.ibm.wps.services.puma.=finest:
com.ibm.wps.puma.*=finest

For issues with personalization and Web Content Management (WCM):
com.ibm.websphere.personalization.*=all:com.ibm.websphere.query.*=all:
com.ibm.workplace.wcm.pzn.*=all:com.ibm.workplace.wcm.services.pzn.*=all

For issues with personalization and JCR:
com.ibm.websphere.personalization.*=all:com.ibm.websphere.query.*=all:
com.ibm.icm.*=finest:com.ibm.icm.ci.schema.impl.SchemaService=info

For issues with personalization authoring performance:
com.ibm.websphere.personalization.*=all:com.ibm.wps.caf.*=all

For issues with personalization runtime performance:
com.ibm.websphere.personalization.*=all

For issues with personalization publishing:
com.ibm.websphere.personalization.*=all

For configuration issues with personalization authoring environment
(Navigator Portlet, Editor Portlet, and List Portlet):
com.ibm.websphere.personalization.*=all:com.ibm.wps.caf.*=all
Java Message Service (JMS)​ com.ibm.workplace.wcm.services.messaging.*=all
com.ibm.workplace.wcm.messaging.*=all
Messaging=all:JMSApi=all:JMSServer=all
Advanced Editor (RTE)​ Enable Java Console logging on client system and send output.

Note: Client side trace required. When recreating the issue it is important to note any JavaScript exceptions you may see in the browser. Additionally, you will need to collect some browser side information so we can see the requests being passed.

There are multiple methods for collecting this information:
- The browser's JavaScript console
- Fiddler
- Firefox's Live HTTP Headers
- Firefox's Firebug
Multilingual Solutions​ MLS Install Trace location:
<WAS_PROFILE_ROOT>/ConfigEngine/log/ConfigTrace.log

Configuration Issues:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.messaging.*=all

Authoring plugin:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.processor.*=all
com.ibm.workplace.wcm.ml.MLServlet=all
com.ibm.workplace.wcm.ml.ServletUtils=all

Workflow Traces:
Localize stage:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.workflowactions.LocalizeMLCustomWorkflowAction=all com.ibm.workplace.wcm.ml.workflowactions.service.LocalizeCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractSyncUpdateCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractMLCustomWorkflowActionService=all
com.ibm.workplace.wcm.ml.workflowactions.WorkflowSwitcherWorkflowAction=all

Regionalize stage:
com.ibm.workplace.wcm.ml.utils.*=all com.ibm.workplace.wcm.ml.workflowactions.RegionalizeMLCustomWorkflowAction=all com.ibm.workplace.wcm.ml.workflowactions.service.RegionalizeCustomWorkflowActionService=all
com.ibm.workplace.wcm.ml.workflowactions.service.AbstractSyncUpdateCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractMLCustomWorkflowActionService=all
com.ibm.workplace.wcm.ml.workflowactions.WorkflowSwitcherWorkflowAction=all

Pending Publish stage:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.workflowactions.SyncPublishMLCustomWorkflowAction=all com.ibm.workplace.wcm.ml.workflowactions.service.SyncPublishCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractSyncStageCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractMLCustomWorkflowActionService=all

Pending Expired stage:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.workflowactions.SyncExpireMLCustomWorkflowAction=all com.ibm.workplace.wcm.ml.workflowactions.service.SyncExpireCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractSyncStageCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractMLCustomWorkflowActionService=all

Delete stage:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.workflowactions.SyncDeleteMLCustomWorkflowAction=all com.ibm.workplace.wcm.ml.workflowactions.service.SyncDeleteCustomWorkflowActionService=all com.ibm.workplace.wcm.ml.workflowactions.service.AbstractMLCustomWorkflowActionService=all

Servlet Rendering Plugin Traces:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.processor.LocaleNavigatorProcessorImpl=all

Portlet Rendering Plugin Traces:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.contextprocessor.*=all

Library Copy Traces:
com.ibm.workplace.wcm.ml.utils.*=all
com.ibm.workplace.wcm.ml.processor.LibraryCopyContextProcessorImpl=all

II. Collecting and submitting logs and configuration data

1. Reproduce the problem. Collect screenshots, userId, and timestamp information as appropriate.

2. Run the following script from <wp_profile>/PortalServer/bin to collect the data:

  • Windows:  wpcollector.bat
  • Linux/Unix/i: wpcollector.sh

Note: If you wish to use wpcollector to FTP the files to IBM Support, include the -Dpmr=<pmr_number> parameter to indicate the relevant PMR #. For example: wpcollector.bat -Dpmr=11111,222,333

3. If you did not FTP your files via wpcollector, locate the "wp.mustgather.zip" file or the "<pmr #>-wp.mustgather-timestamp.zip" file in <wp_profile_root> /filesForAutoPD/. Send the files to IBM Support by using the instructions outlined in Exchanging information with IBM Technical Support for problem determination.

Note: When sending in logs for review, include any relevant screenshots, timestamps, userIds, etc. in order to expedite analysis of the issue.

Related Information

Document information

More support for: IBM Web Content Manager
General

Software version: 8.5

Operating system(s): AIX, IBM i, Linux, Windows, z/OS

Software edition: Java edition, Rich Media Edition

Reference #: 1673017

Modified date: 06 October 2016


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