IBM Support

Collect troubleshooting data for installation or upgrade problems with IBM Business Process Manager (BPM) and Business Automation Workflow(BAW) products

Troubleshooting


Problem

You are having an installation or upgrade problem with the IBM Business Process Manager, Business Automation Workflow(BAW) products. You would like to know what documentation you must collect (MustGather) so that the IBM Business Process Manager 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

earch IBM Electronic Support resources


If the solution cannot be found, use the following information to collect the MustGather data for the IBM Support Team.
 

Collect MustGather data for IBM Support

 

Collect general information for all installation and upgrade problems

  • Provide a problem description
    Provide IBM Support Team the detailed steps of commands or procedures that you have followed before encountered the problem, including detailed symptom, error messages, and any other related background information.
     
  • Run the versionInfo command and provide the output
    • For IBM Business Process Manager V7.5, run the command from install_root/bin
      versionInfo -maintenancePackages > versioninfo.txt
    • For IBM Business Process Manager V8.0, V8.0.1, and V8.5, and BAW 18, run the command from install_root/bin
      versionInfo -fixpacks -ifixes > versioninfo.txt
       
  • Provide the operating system version, release, and maintenance level
     
  • Provide the database type and version used 
     
  • Provide the topology information including the number of clusters, nodes inclded in the cell. 
     
  • Provide the product installation log files.
    Compress all files from the install_root/logs directory. For more information, see Where to find product and profile installation directories.
     
  • Provide the log files if the profiles have already been created.
    Compress all files from the following directory :
    deployment_manager_ profile_root/logs/            directory ( contain logs related to database initialization and upgrade) 
    deployment_manager_ profile_root/properties/ directory ( contain logs related to configAction and logs) 
    deployment_manager_ profile_root/workspace/   directory   (contain  flags related to successful upgrade) 
     
  • Provide the URL links or documents that you followed for the installation or upgrade.


Where to find the product and profile installation directories
You can set the product install_root value during the installation process. The following links provide you with the default directories for different types of installations:
IBM Business Process Manager V7.5 - Installation directories for product and profiles
IBM Business Process Manager V8.0 - Installation directories for product and profiles
IBM Business Process Manager V8.5 - Installation directories for product and profiles
IBM Business Process Manager V8.6 - Installation directories for product and profiles
IBM Business Automation Workflow V18.0.o - Installation directories for product and profiles

 

Collect data for Launchpad interface problems

If you encounter problem from Launchpad installation, collect the following data and information:

  • Provide the detailed commands and steps that you have taken before the problem happened.
     
  • If there is an error message on the LaunchPad user interface, capture a screenshot
     
  • Collect all of the IBM_LaunchPad_* log files from the [Temp_Dir]:

  • On Windows systems, these files can be in the
    C:\Documents and Settings\user\Local Settings\Temp\1\IBM_LaunchPad_* or
    C:\Users\ADMINI~1\AppData\Local\Temp\1\IBM_LaunchPad_BPM_*/typical_install.log directory.
    For Linux or AIX systems, these files can be in the /tmp/IBM_LaunchPad_* directory.

Note: Some of the log files are deleted when you close the LaunchPad. Collect the log files before you close the LaunchPad.

Hint: You can skip using LaunchPad and start the Installation Manager to proceed with the custom installation. For more information, see How to launch Installation Manager directly

 

Collect data for Installation Manager installation or upgrade problems

  • Save the Installation Manager screen when the problem occurred if you used the Installation Manager GUI.
     
  • If the problem involves Installation Manager silent install, provide the complete command that you used and the customized response file.
     
  • Collect the Installation Manager Agent Agent data. Compress the data and send all files from the IM Agent Data directory. For more information, see Where to find product and profile installation directories.
  • (Optional) Enable Installation Manager trace when it is requested by IBM Support. For more information, see How to enable Installation Manager trace.

 

Default Installation Agent Data location


The Installation Manager data directory contains log files and the repository that tracks installed products. The exact location of this data depends on whether you have installed Installation Manager as a root user (administrative user) or as a non-root user (non-administrative user). If you are in doubt, check both locations as indicated in the following table.

The following table indicates the default directory that contains the Installation Manager data.

 

Platform Installation Type Default Data Location
Windows 2003, Windows XP administrator C:\Documents and Settings\All Users\Application Data\IBM\Installation Manager
Windows 2003.  Windows XP non-administrator C:\Documents and Settings\user_name\Application Data\IBM\Installation Manager
Windows Vista, Windows 7
Windows 2008
administrator C:\ProgramData\IBM\Installation Manager
Windows Vista, Windows 7
Windows 2008
non-administrator C:\Users\user_name\AppData\Roaming\IBM\Installation Manager
AIX, Linux, Solaris root /var/ibm/InstallationManager
AIX, Linux, Solaris non-root user_home/var/ibm/ InstallationManager

How to enable Installation Manager trace (optional)

WARNING:  Enabling the following trace will collect large amount of logs under Agent Data directory. Do not enable unless requested by the IBM support. 
 
Enable Installation Manager trace only if IBM Support requests that you collect the trace for deeper analysis. To enable this trace, complete the following steps:

  1. Navigate to the IM_DATA/logs directory and create a file named log.properties
     
  2. Copy the following data into the log.properties file:
    com.ibm.cic.agent.core.Engine=DEBUG
    com.ibm.cic.agent.internal.core.InstallOrderManager=DEBUG
    global=DEBUG
    com.ibm.ws.PAKEngine=DEBUG

    If the Installation Manager is already running, it must be restarted for the trace to take effect.
     
  3. Repeat the failing operation and send the Installation Manger Data directory .


After collecting the trace you can disable it by commenting out the previously listed lines in the log.properties file.

 

Collect database upgrade log files


If you encounter a failure during the database upgrade process, compress and send the following directories:

  • Provide the database scripts that are generated under the profile_root/dbscripts directory.
     
  • For an IBM Business Process Manager V7.5.0 to V7.5.1 upgrade, collect the BPMGenerateUpgradeSchemaScripts log files, which are saved under the profile_root/upgrade directory.
     
  • Collect the upgrade_7x script log files:
    • For IBM Business Process Manager V7.5.0: install_root/BPM/Lombardi/tools/upgrade/upgrade_7x/logs 
    • For IBM Business Process Manager 7.5.1 and later:    profile_root/logs

Other troubleshooting hints and tips

Exchanging data with IBM Support


See Exchanging information with IBM Technical Support for FTP and email instructions using the IBM Enhanced Customer Data Repository (ECuRep).

  1. Go to the Service Request page to open or update a problem. If you have a SoftwareXcel enterprise edition for zSeries contract, you can also ask non-defect installation and usage questions.

    Note: Always update your Service Request (problem record) to indicate that data has been sent.
     

If you need to speak to an IBM technical support representative, call your country representative. If you need to speak to an IBM technical support representative in the US, call 1-800-IBM-SERV.

 

 

Related information

Knowledge Collection: Installation and configuration
IBM Business Process Manager Standard - Support portal
IBM Business Process Manager Advanced - Support Portal
IBM Business Process Manager Express - Support portal
V7.5 - Cluster Creation tutorial

Cross reference information
Product Component Platform Version Edition
IBM Business Process Manager Standard Installation / Configuration AIX, Linux, Solaris, Windows 8.5, 8.0.1, 8.0, 7.5.1, 7.5
IBM Business Process Manager Express Installation / Configuration Linux, Windows 8.5, 8.0.1, 8.0, 7.5.1, 7.5
IBM Business Automation Workflow Installation, configuration, upgrade AIX, Linux, Windows All Versions

Product Alias/Synonym

BPM, BAW

Document information

More support for: IBM Business Process Manager Advanced

Component: Installation / Configuration

Software version: 7.5, 7.5.1, 8.0, 8.0.1, 8.5

Operating system(s): AIX, Linux, Solaris, Windows

Reference #: 1506937

Modified date: 28 November 2018