IBM Support

Collect troubleshooting data for hangs, crashes, and out of memory errors problems with WebSphere Process Server

Technote (troubleshooting)


You are having a hang, crash, or out of memory error problem in WebSphere Process Server. You would like to know what documentation you must collect (MustGather) so that the WebSphere Process Server Support team can diagnose your problem. If you gather this documentation before contacting support it will expedite the troubleshooting process, and save you time.

Resolving the problem

Collect the MustGather information for problems with relationships in WebSphere Process Server. Gathering this information before calling IBM support helps in understanding the problem and saves time when analyzing the data. You can use ISA Lite to automate this process.

IBM Support Assistant
Automated data collectors are available in IBM Support Assistant to improve the accuracy of complete data collection. You can use ISA Lite to automate the gathering of the required log files.

Note: When you use ISA Lite, also gather a detailed problem description, environment description, and other requested materials.

IBM Support Assistant Lite
IBM Support Assistant Workbench
A special offering that contains just the data collector component of the IBM Support Assistant Workbench For a full range of problem solving features, the workbench contains all of the data-collection capability of ISA Lite and much more!

Note: Use the following Menu Selection when using the IBM Support Assistant

WebSphere Application Server > JDK

Manual Collection of Data
The collection for these scenarios are identical to those from WebSphere Application Server. Refer to the specific document that matches your scenario:

Collect troubleshooting data for WebSphere Application Server (main page)
Include a written report with observations of what occurred and what data was collected.

What to do next
The following commonly encountered suggestions may resolve the problem:
Frequently Asked Questions
What is the difference between the different problem types?
  • Crash The process for the server exits abruptly. A javacore or other dump file may be generated.
  • Hang The process for the server continues to run, but is unresponsive, or does not process new work. The System.out log may have messages detecting a thread as hung. This may or may not also exhibit High CPU usage.
  • Out of Memory An "Out Of Memory" error message is found in the logs or javacore file.

What is the difference between this document and the WebSphere Process Server document Collecting troubleshooting data for performance issues ?
    This document captures the diagnostic steps for abrupt system failures and outages. Performance focuses on scenarios where the system is typically working, however fails under large or specific load. Performance may also be related to response time goals or resource (CPU/memory) usage goals for a particular scenario or workload.
How can I perform analysis of the data?

Related information

Recommended fixes
MustGather for WebSphere Application Server

Document information

More support for: WebSphere Process Server

Software version: 6.1, 6.1.2, 6.2, 7.0

Operating system(s): AIX, HP-UX, Linux, Solaris, Windows, z/OS

Reference #: 1268193

Modified date: 22 August 2010