Technote

(troubleshooting)
MustGather: Payments Issues in WebSphere Commerce 6.0
Problem(Abstract)
MustGather for issues related to the Payments component in WebSphere Commerce 6.0. Gathering this information before calling IBM support will help familiarize you with the troubleshooting process and save you time.
Resolving the problem The architecture of the Payments component has substantially changed in WebSphere Commerce 6.0 compared to WebSphere Commerce 5.6.x. For more information about the Payments architecture, refer to the Payments section in the WebSphere Commerce Information Center:

Part A: Gathering data from the WebSphere Commerce instance
Part B: Gathering data from the WebSphere Commerce Payments instance
Part C: Submitting information to IBM Support



If you are using the WebSphere Commerce Payments Manager and the Payments Cassettes to manage and process your payments, then collect data outlined in both part A and B. Otherwise, only collect data outlined in part B.

Part A: Gathering WebSphere Commerce instance information

  1. Trace
    Enable the following trace components on the WebSphere Commerce instance server:
    com.ibm.websphere.commerce.WC_ORDER=all:com.ibm.websphere.
    commerce.WC_EDP=all:com.ibm.websphere.commerce.WC_PPC=all

    If the Payments plugin you are using has its own trace component, enable it as well. For example: com.ibm.websphere.commerce.WC_PPC_SIMPLEOFFLINE=all for the SimpleOffline plugincom.ibm.websphere.commerce.WC_PPC_PAYMENTECHPLUGIN=all for the Paymentech plugin (this plug-in comes as part of Feature Pack 2).

    After reproducing the scenario, collect the trace log from your WebSphere Commerce instance server.

  2. Configuration Files
    <WAS_installdir>/profiles/<profile>/installedApps/<cell>/<ear>/xml/
    config/payments/*
    <WAS_installdir>/profiles/<profile>/installedApps/<cell>/<ear>/xml/
    config/wc-server.xml

  3. Payments Policy Data
    select * from policy where storeent_id in (<YOUR_STORE_ID>, -1) and policytype_id='Payment'
    select * from policycmd where policy_id in (select policy_id from policy where storeent_id in (<YOUR_STORE_ID>, -1) and policytype_id='Payment')


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Part B: Gathering WebSphere Commerce Payments information

Complete this section only if you are using the WebSphere Commerce Payments Manager and the Payments Cassettes:

  1. Trace
    Enable the following trace components on the WebSphere Commerce Payments instance server:com.ibm.websphere.commerce.payments.*=all

    After reproducing the scenario, collect the trace log from the Payments instance server.

  2. Payments Instance Configuration Files from your Payments instance
    <WC_installdir>/instances/Configurator.1.log
    <WC_installdir>/instances/<Payments_instance>/xml/
    <Payments_instance>.xml
    <WC_installdir>/payments/instances/<Payments_instance>/
    PaymentsInstance.properties


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Part C: Submitting information to IBM support

Include the information collected in Part C in the package that you send to IBM. Refer to the section called Submitting information to IBM Suport in the MustGather: Read first for all WebSphere Commerce products technote for details on how to submit data to IBM.

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Document Information

Current web document: http://www.ibm.com/support/docview.wss?uid=swg21265485