IBM Support

MustGather: Channel Framework problems in WebSphere Application Server

Troubleshooting


Problem

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

Resolving The Problem

If you have already contacted support, continue on to the component-specific MustGather information. Otherwise, click: MustGather: Read first for all WebSphere Application Server.

Channel Framework MustGather information

Collect the following data.

  1. Run genHistoryReport.bat or genHistoryReport.sh, which is located in the following directory:

    install_root/profiles/profile_name/bin
  2. Stop the Web server and delete all Web server logs and the http_plugin.log file on the Web server system.

  3. If you suspect that the problem might be related to the WebSphere Application Server plug-in, or to the Web server itself, enable a full plug-in trace. To perform a plug-in trace, see the Plug-in MustGather documents.

  4. Start the Web Server.

  5. Important: Synchronize clocks on all Web server and WebSphere Application Server systems.

  6. Take backup and clear all Application Server logs:
    • native_stderr
    • native_stdout
    • SystemErr
    • SystemOut

      The log files are located in the following directory:

      Note: If you have configured to write Application Server log files into a different location, then clear them accordingly.

      install_root/profiles/profile_name/logs/server_name
  7. Clear all WebSphere Application Server FFDC logs. FFDC files are located in the following directory:

    Note: If you have configured to write FFDC log files into a different location, then clear them accordingly.

    install_root/profiles/profile_name/logs/ffdc
  8. Enable and collect Application Server traces with the following trace string:

    Note: For detailed instructions on enabling trace, see How to setup a Trace. Please make sure to follow Static Trace direction. TCP Channel trace needs a server restart, collecting dynamic trace will not collect all the information.

    *=info:HTTPChannel=all:TCPChannel=all:GenericBNF=all

When you recreate the problem:
  1. Capture a browser screen displaying the error with friendly HTTP Errors disabled. Press <Alt>+<PrtSc> to capture the current browser window into the clipboard. Paste that into a file.

  2. Collect the following documents and information:
    1. Were clocks synchronized?

    2. The Application Server logs, such as the following logs:
      • native_stderr
      • native_stdout
      • SystemErr
      • SystemOut
      • trace

    3. FFDC logs with the current date from the following directory:
      install_root/profiles/profile_name/logs/ffdc
    4. The server.xml file that is located in the directory:

      install_root/profiles/profile_name/config/cells/cell_name/nodes/node_name/servers/server_name

    5. The http_plugin.log file.

    6. The plugin-cfg.xml file.

    7. The Web server configuration files, such as httpd.conf for IBM HTTP Server.

    8. The Web server logs, such as access and error logs for IBM HTTP Server.

    9. Screen capture.

    10. The historyReport.html file from running genHistoryReport.bat or genHistoryReport.sh.

    11. Run collector.sh/collector.bat tool from install_root/bin. Here is the knowleage center list on more details on how to run collector.
    12. WAS 8.5.x
    13. WAS 8.0

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

For a listing of all technotes, downloads, and educational materials specific to the Servlet Engine/Web Container component, 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

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Document Information

Modified date:
15 June 2018

UID

swg21592086