IBM Support

Collect troubleshooting data for installation problems in WebSphere Lombardi Edition

Troubleshooting


Problem

You are having an installation problem in WebSphere Lombardi Edition. You would like to know what documentation you must collect (MustGather) so that the WebSphere Lombardi Edition 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

Provide the following information at the time the PMR is opened:

1) Into what environment are you attempting to install WebSphere Lombardi Edition?

This information should include the following::

  • Operating system type (also specify 32-bit or 64-bit)
  • Database type (DB2, Oracle, MS SQL Server) and version -
    Note: This information is not needed for Simple Installations.

2) What type of Installation are you performing?

The choices are as follows:

  • Simple Installation
  • Custom Installation
    • Are you using the Automated installation procedure or the GUI install tool?
    • What WebSphere Lombardi Edition components are you installing (Process Center, Runtime Process Server, Performance Data Warehouse)?
    • Are you installing a stand alone server, or a cluster?
      • If this is a cluster installation, provide information about what part of the cluster you are installing, what kind of cluster you are installing (vertical vs. horizontal), etc.

3) Describe the error that you are experiencing:
  • If you experienced a specific error, what was it?
  • What are the specific symptoms that you are experiencing?

4) Include the following log files:

    • <Install_dir>/IBM_WebSphere_Lombardi_Edition_InstallLog.log – InstallAnywhere log.
    • <Install_dir>/wle_install.log – installation log file that captures the steps to install WebSphere Lombardi Edition
    • A .zip file of the following directory: <Install_dir>/AppServer/logs – installation logs for WebSphere Application Server
    • If available, a .zip file of the following directory: <Install_dir>/install/
    • If you are performing an automated install, also provide your customized install.properties file used during the install.

5) If the install completes successfully but WebSphere Lombardi Edition fails to start, gather the previous information and also include the log files that are listed in the MustGather: Read First for problems with WebSphere Lombardi Edition document.

Related Information

Support page

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Document Information

Modified date:
15 June 2018

UID

swg21439995

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