IBM Support

Collect troubleshooting data for problems with WebSphere Enterprise Service Bus (WESB)

Technote (troubleshooting)


You are having a problem with WebSphere Enterprise Service Bus. You would like to know what documentation you must collect (MustGather) so that the WebSphere Enterprise Service Bus 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

Learning more about MustGather

The term "MustGather" represents the diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. By collecting MustGather data early, even before you open a PMR, you help IBM Support quickly determine the following:
  • Whether symptoms match known problems (rediscovery)
  • If you have a non-defect problem that can be identified and resolved
  • If there is a defect that identifies a workaround to reduce severity
  • If locating the root cause can speed development of a code fix

Collect MustGather data

You can use tooling to automatically collect the MustGather information or manually collect it.

Automatically collect MustGather data

Collecting MustGather information for problems with WebSphere Enterprise Service Bus has been automated in IBM Support Assistant (ISA) V3.

After you upgrade to IBM Support Assistant V3, you can install the WebSphere Enterprise Service Bus product feature that will provide you with the following functionality:
  • The IBM Support Assistant provides a data collector feature that can automatically collect and package diagnostic (MustGather) data for your problem with WebSphere Enterprise Service Bus.
  • After the data is collected, the IBM Support Assistant also gives you the ability to submit the MustGather data to IBM Technical Support using the integrated interface to the Service Request (SR) tool.

Manually collect MustGather data

Collect the following information for MustGather data:
  • WebSphere ESB version details
    The simplest way to determine the product version and all interim fixes that have been applied to an installation is to run the following commands. The executables are located within the /bin directory of the product installation. Change to this directory before running these commands, which ensures that you pick up the version information from the appropriate WebSphere ESB installation on your system:
    • On UNIX-based operating systems:

      ./ -maintenancePackages

    • On Windows operating systems:

      .\versionInfo -maintenancePackages

  • Operating system and hardware architecture
    A brief description of the operating system and architecture type is useful to determine which version of the Java™ SDK you are using. For example: Solaris 10 (SPARC), or Linux RHEL AS 4 (zSeries).

  • Deployment topology
    Indicate if you are using the product deployed in a cluster. If so, indicate if all the machines in the cluster are using the same operating system type and version.

  • Log and trace files
    Log and trace files are often the most important user-supplied information to assist with the diagnosis of problems. All log and trace files are stored on your machine within the /profiles directory structure. If the runtime server is installed into the root directory WESB_INSTALL, the log files are located within the following directory:


    Note: If you are using the built-in test server for WebSphere Integration Developer, where the tooling is installed to the directory WID_INSTALL, then the log files are located in the following directory:


    The support teams might ask for more log files during the problem diagnosis. However, by default, include the contents of this directory. It is recommended that you compress the logs directory using compression tools such as zip, or tar and gzip.

    In addition to this directory, the /ffdc is often useful. This file is located at the same level as the server_name directory. For example:

    Trace files are not generated by default. When trace is switched on, output is sent to the logs/server_name/trace.log file. In the case where the maximum rollover log file size is reached, this file will be renamed to a file with a name of the following form:

  • Switching trace on for WebSphere ESB
    The simplest way to turn trace on is by using the administrative console. To turn it on, start a administrative console session and log in. You might need to alter the filter at the bottom of the main panel to see the Troubleshooting in the left column.

    1. Select Troubleshooting > Logs and Trace.

    2. Select your server from the list.

    3. Change the Log Detail Levels. You are presented with a free-form text box, which contains, by default, the string *=info. To trace WebSphere ESB-specific problems that are specific to the Mediation Flow Component and its primitives, this trace string should be replaced with the following string:


      Note: There are no spaces or new line characters in this string. It should exist as one line of text when you enter it in the administrative console.

    4. Click OK and save these changes.

    5. Restart the server to initiate the production of trace.

    6. At this point, re-run your message flow that experiences the problem and send the trace log files to the support group.

      Note: If your message flow performs a lot of work before the problem being traced is seen, the trace files might be overwritten. The default trace log size is 20MB and one historical file is kept. If you believe this might be insufficient to capture the problem, you can change these defaults in the Diagnostic Trace section of the administrative console.

  • Project Interchange File
    The associated Project Interchange File can be exported from WebSphere Integration Developer and is very useful to the support groups. The file not only describes the application configuration, but it also permits the opportunity for the support teams to recreate the problem.

    To create a Project Interchange file, from within WebSphere Integration Developer, complete the following steps:
    1. Select File > Export.

    2. Select Project Interchange and select the modules which are relevant to your project.

    3. Choose a file name for the Project Interchange file, and fill it in, in the field at the bottom.

    4. Send this exported file to the support group.

      Problem Description
      Provide a detailed description of the problem, including the steps that are needed to recreate the problem. If an input message with specific values is required, provide a sample message. Indicate the method by which you are invoking the message flow.

Submit MustGather data to IBM Support

Submit MustGather data to IBM Support

To diagnose or identify a problem, it is sometimes necessary to provide IBM Support with data and information from your system. In addition, IBM Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:
For information about using each of these services, see Exchanging information with IBM Technical Support.

Collect MustGather data for related products

Collecting troubleshooting data for problems with WebSphere Application Server
Collecting troubleshooting data for problems with WebSphere Process Server

Related information

WebSphere Enterprise Service Bus Support page
Recommended fixes for WebSphere Enterprise Service Bus

Product Alias/Synonym


Document information

More support for: WebSphere Enterprise Service Bus

Software version: 6.1, 6.1.2, 6.2, 7.0, 7.5, 7.5.1

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

Reference #: 1268473

Modified date: 31 October 2007