MustGather: Collecting Data for IBM FileNet Case Foundation 5.2.x Case Analyzer issues

Answer

Must Gather for the IBM Case Foundation 5.2.x Case Analyzer software

Collecting data before calling IBM support will help you understand the problem and save time analyzing the data.

Collecting data early, before opening the 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.

This background information is needed for opening a PMR, but is not gathered by the data collector:

• How often does this problem occur?
• Can the problem be reproduced? And if so, how is it reproduced?
• How many users are affected by this problem?
• Is the problem in newly exercised functionality? Or was this previously working and now it's stopped working?
• What, if anything, has been changed?
• What is the business impact of this problem?
• Is there a workaround?

• OS Version
• OS Environment Variables
• OS Kernel parameters
• OS running processes
• OS networking information
• OS locale information
• OS log files

Content Foundation Content Platform Engine Configuration and Status

In a web browser, go to your Content Engine's basic info pages:

http://cpehost:9080/wsi/FNCEWS40MTOM

In the above URLs, replace cpehost with the actual hostname of your Content Manager server, and, if necessary, replace 9080 with the actual port for your CE Server.

Include the returned HTML and XML pages.

Content Foundation Content Platform Engine Process Configuration and Status

Include the returned HTML page for these URLs as seen in a browser:

http://cpehost:9080/peengine/IOR/admin/help

In the above URLs, replace cpehost with the actual hostname of your Content Foundation Content Platform Engine server, and, if necessary, replace 9080 with the actual port for your server.

In the response to the java_dump=true request, in the "Other message" area, you'll see the location of the java dump that was created. Look in that location and capture the *javacore.*.txt file.

You must substitute a valid connection point name for myCP in the above URLs.

Collect the following database information for Case Analyzer installation and configuration issues:

Case Foundation Case Analyzer supports publishing to the Microsoft® SQL Server, DB2® for Linux®, UNIX and Windows®, and Oracle® databases.

• The dedicated TCP/IP port number of the database instance used by the Case Analyzer
• The name of the database server, if Case Analyzer is configured with a remote database
• The ca_db_administrator user ID for the Case Analyzer database instance. This ID is the user created in Creating required users for run time
• If you use OLAP integration with Microsoft SQL Server:
• The name of the Microsoft SQL Server Analysis Services server, if separate from the database server
• The name of the Microsoft SQL Server Analysis Services instance, if Analysis Services is configured as a named instance
• Database version

Depending on the issue you are troubleshooting you will need to enable vwtool tracing. To enable the tracing follow the steps detailed in the link below:

• Case Analyzer Publishing (Trace the Case Analyzer event publishing process)
• Case Analyzer Collection (Trace the event collection process which queries the event logs)
• Case Analyzer Database (Trace the database query statements that are run by Case Analyzer)
• Case Analyzer RPC (Trace the remote procedure calls from the Administration Console for Content Platform Engine)
• Case Analyzer Upgrade (Trace the Case Analyzer upgrade operation)
• Case Analyzer OLAP (Trace the interaction with the OLAP database that is conducted through the OLAP connector)
• Event exporter (Trace the core framework for Case Analyzer, which drives the Case Analyzer publishing and collection processes)

• analyzer.properties (if an upgrade from a previous CA version was performed.)
• casefoundation_install_log_5.2.0.txt (C:\Program Files\IBM\FileNet\Case Foundation)
• caupgrade.properties
• inspectPA52_MSSQL_x.sql output (The script can be obtained from the following technote: https://www-304.ibm.com/support/docview.wss?uid=swg21501084&wv=1 )
• Refer to the following TechNote for quarantined events related issues: (http://www-01.ibm.com/support/docview.wss?uid=swg21497788)

It may be appropriate to include screenshots of errors or other symptoms that will help us understand the problem.