IBM Support

MustGather: System management functionality in WebSphere Application Server

Troubleshooting


Problem

Collecting data for problems with the IBM WebSphere Application Server system management component. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.

Resolving The Problem

Collecting data for problems with the IBM WebSphere Application Server system management component. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.

To improve the accuracy of complete data collection, IBM recommends you use the automated data collectors within IBM Support Assistant. Not only will the automated collector gather the equivalent of the manual process, it will also provide a secure file transfer of the collection to IBM.

Collecting data using the IBM Support Assistant Data Collector

    Beginning with WebSphere Application Server V8.0.0.6, the IBM Support Assistant Data Collector (ISADC) tool is bundled with the product and is automatically installed. As a result, you can run the ISADC tool directly from the app_server_root/bin directory. Note: ISADC is not bundled with the WebSphere Application Server Liberty Profile. For more details, see Using the IBM Support Assistant Data Collector.


  1. Using the ISA Data Collector:
    • To run ISADC from command line, go to your app_server_root/bin directory and run isadc.[sh|bat]

      • To download, install and run ISADC locally:
      • Obtain the IBM Support Assistant Data collector online ISA Data Collector site for WebSphere Application Server.
      • Select the option to collect from this or another system using a downloadable utility.
      • Download and extract the zip file to your WAS_HOME directory. From a command line, run isadc.[sh|bat] or launch index.html to use the web interface.

      • Select the Administration > System Administration Problem collector and click Start.

      • Follow the prompts to automatically submit the collected data to IBM Support.

Collecting data manually

  1. Describe the problem in detail and any possible work around found.

  2. Set the Maximum File Size and Maximum Number of Historical Files so that the trace is less likely to wrap.
    • For all releases of version 7.0, 8.0, 8.5, and 9.0:
      1. Open up the administrative console.

      2. Expand TroubleShooting > Logs and Trace > server_name.

      3. Select Diagnostic Trace.

      4. Set the Maximum File Size to 20 MB.

      5. Set the Maximum Number of Historical Files to 20.

      6. Click Apply, then select Change Log Detail Levels.

      7. Set the trace string to:

        *=info:Admin=all

      8. Click Apply and Save.

  3. Recreate the problem.

  4. Run the collector tool on all installs involved. See the Information Center specific to the version of Application Server you are running for additional information.

  5. Follow directions in MustGather: Read first to open a PMR and send data to IBM Support.

  6. Follow instructions to send diagnostic information to IBM support.

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

Related information
Submitting information to IBM support
Steps to getting support for WebSphere Application Server
MustGather: Read first for WebSphere Application Server
Troubleshooting guide for WebSphere Application Server


Exchanging data with IBM Support

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis:

  • IBM Support Assistant (ISA)
  • Service Request (SR)
  • E-mail
  • FTP to the Enhanced Customer Data Repository (ECuRep)

Instructions for exchanging information with IBM Support

Read first and related MustGathers

MustGather: Read first for WebSphere Application Server

Administrative console problem Cluster ripple start problem Deployment problem Discovery problem on Deployment Manager Discovery problem on Node Agent JMX problem Profile wizard problem Start problem Stop problem WASService problem (Windows only) WSAdmin problem

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Document Information

Modified date:
15 June 2018

UID

swg21199596

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