IBM Support

Collect troubleshooting data for coach problems in IBM Business Process Manager (BPM)



You are having a coach problem with IBM Business Process Manager. 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. Read through the entire document before following any procedures.

Diagnosing The Problem

Problem Description :

  • Describe the steps to recreate the issue. The description of the issue must include the type of user interface and the type of scenario leading to the issue. Please refer to the following categories :
    A) User Interface :
        • Heritage Human Service :
            • - Heritage coaches
              - Coaches ( including Coach Views )
        • Client Side Human Service

    B) Scenario :
        • Authoring :
            • - Eclipse-based Process Designer for Heritage Human Services
              - Web-based Process Designer for Client Side Human Services
        • Execution :
            • Both types of Human Services run in a browser via :
              - Process Designer play back
              - Process Portal
              - Exposed URL

  • Provide information on the user interface as follow :
Collect Information :
  • Provide browser related information :
      • Name and version number. Indicate whether the problem is isolated to a specific browser or version.
      • While recreating the issue, collect :
          1. Web console logs (via F12 developer tools)
          2. Fiddler trace collected on the browser when the issue occurs.
          Note 1: See instructions on how to collect these logs below.
          Note2 : Please collect the server related traces ( see below ) simultaneously.

  • Provide server related information :
      • The following complete log directories:
          • install​​_​​root/​​profiles/profile​​_​​name​​/​​logs​​/server​​_​​name
          • install_​​root/​​profiles/profile​​_​​name/​logs​​/ffdc
        For Heritage Coaches, use the following trace string:

        For other types of Coaches use the following trace string:

  • Provide a simplified test case, by exporting it as a process app in .twx format.

  • Run the following command to obtain the IBM Business Process Manager version:
    versionInfo -maintenancePackages

Capturing browser side traces:

1. Web debugging trace needs to be collected on the browser when the issue occurs.
The suggested web debugging tool is Fiddler. You must download and install Fiddler.
Refer to:

2. Before capturing the Fiddler trace, turn the Process Portal and Coach debug option ON.
Then, follow the instructions below:
  1. Navigate to http://:9060/ibm/console
  2. Resources > Resource Environment > Resource Environment Providers
  3. Click "Mashups_ConfigService" in table
  4. Click "Custom properties" in the Additional Properties section
  5. Click the "Show filter function" button
  6. Type "isDebug" in the Search terms field and click Go
  7. Click "isDebug" in the table
  8. Change the value from "false" to "true"
  9. Click Apply and then Save the configuration
  10. Restart the server

3. Clear the browser cache

4. The Fiddler trace must be captured with the decrypted HTTPS traffic option. Follow these steps to capture the trace while working with Fiddler:
  1. Go to Tools > Fiddler Options > HTTPS
  2. Check the following boxes:
    - Capture HTTPS CONNECTs
    - Decrypt HTTPS traffic
    - Ignore server certificate errors
5. Save and provide the SAZ file. Note any time differences between the server and the clients.
Note : An alternative to SAZ (Fiddler) network trace are:
- HAR captured through Chrome Developer tools (F12) network tab or exported from HTTP watch
- XML network traffic captured via IE (F12) developer tools network tab.

This video from the IBM SupportTV YouTube channel demonstrates how to collect the debugging trace:

What to do next

  1. Review the log files and traces at the time of the problem to try to determine the source of the problem.

  2. Use IBM Support Assistant to search for known problems in the product documentation, forums, and technotes.

  3. If you cannot find related problems or cannot solve the problem, send the information you have collected to IBM by following the instructions in Exchanging Information with IBM Technical Support.

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Product Synonym


Document Information

Modified date:
15 June 2018