IBM Support

MustGather: WebSphere® windows services (WASService.exe) does not start or stop process

Troubleshooting


Problem

Collecting data for problems with the Windows® service (WASService.exe) for IBM® WebSphere® Application Server, node agent, or deployment manager. Before engaging IBM support, review this information to familiarize yourself with the troubleshooting process.

Resolving The Problem

Collecting data for problems with the IBM® WebSphere® Application Server, node agent, or deployment manager process that uses Windows® Services (WASService.exe) component. Gathering this MustGather information improves the problem determination process and reduces time analyzing the data. More detailed information about wasservice usage is available, refer to the WebSphere Application Server V9.0 Information Center.

Gather the following information for problems related to the WebSphere® service process:

  1. When was the windows service for the WebSphere® process created during the installation or during profile creation?
    If not, provide the command or instructions used to create the service.
  2. Is WebSphere® Application Server global security turned on?
    What type of user registry is used?
  3. What error or symptoms do you observe?
  4. Can you start or stop the process by using a command-line tool like startServer or stopServer?
  5. Collect tracing capturing the problem.
    Turn on tracing by using one of the following methods:
    • To manually enable trace, create WASServiceTrace.enabled file in the root directory of the C drive (C:\).
      Enter the word Trace (case-insensitive) in the file and save the file.
      To stop tracing, delete the WASServiceTrace.enabled file.
    • From the WAS_HOME/bin directory, run the wasservicehelper program.
      Select option 5, "Tracing WASServices" to enable, or disable tracing.

      If wasservicehelper.bat does not exist,  you can download the WASServicecmd tool.

    When the service tracing is enabled, a file named WASServiceTrace.log in the root directory of the C drive contains the trace activity.
  6. Re-create the problem with tracing enabled. Examine the trace file and search for the keyword "waitForPidFile: ".
    If found, note the location and name of the pid file. The pid file is needed in the data collection.
  7. Determine the service name and provide registry information for the service by using one of the methods provided.
    • Determine the service name from Windows® Services.
      The service name has the format: IBMWAS<version> - <processName>
      The process name is displayed after the version number in the WebSphere® service name. For example, the process name, wasihs2-w2016Node01, is shown in the figure. The service name is IBMWAS90 - wasihs-w2016Node01.

      image 4068
      There is a space before and after the dash (-) separating the IBMWAS<version> and the process name.

    • Collect registry information by using the operating system reg command:
      reg export "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\service name" wasservice.reg
    • Collect registry information by using screen captures and the operating system regedit command.
      1. Run regedit.
      2. Capture the screen for two keys, one for each WebSphere® service. Make sure the entire data values are displayed in the screen capture.
        • First registry key:
          HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\<service name>
        • Second registry key:
          HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\<service name>\Parameters
    • Collect the following files and diagnostic information:
      • profile_root/logs/winservice_config.log
      • profile_root/logs/*Service.log
      • profile_root/logs/server/startServer.log
      • profile_root/logs/server/stopServer.log
      • profile_root/logs/server/trace.log
      • profile_root/properties/soap.client.props
      • c:\WASServiceTrace.log and the pid file
      • Command used to create, start, or stop the WebSphere® service
      • WebSphere® service registry information
      • Global Security information
What to do next
Once collecting the preceding information, you can submit the diagnostic information to IBM support.

For a listing of all technotes, downloads, and educational materials specific to the WASService, search the WebSphere Application Server support site

Related information
MustGather: Read first for WebSphere Application Server
MustGather: Application Server, dmgr, and node agent start and stop problems

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Document Information

Modified date:
12 October 2020

UID

swg21195440