Technote

(FAQ)
MustGather: WebSphere Commerce Struts framework problems
Problem
MustGather for problems with WebSphere Commerce servers experiencing problems with the Struts framework. Gathering this information before calling IBM support will help familiarize you with the troubleshooting process and save you time.
Cause
Before collecting the information described below, have you considered the following options:

  • Upgrading your software (WebSphere Commerce, WAS, JDK) to the latest service level to take advantage of the most up-to-date enhancements and fixes

  • Reviewing WebSphere Commerce customizations or extensions. A large number of Struts problems reported by WebSphere Commerce customers are the result of incorrect configurations of customized components. Reviewing these customizations and understanding how they work is critical to the problem determination process when working with IBM support

Solution
The following instructions describe how to collect the necessary data, and gather the required information for IBM support.

Part A: Enable tracing

Consult the Enable tracing topic in the WebSphere Commerce Information Center to enable the following trace settings on your environment where the problem is occurring.

com.ibm.websphere.commerce.WC_SERVER=all:org.apache.struts.*=all


Part B: Reproduce the problem

The environment is now configured to capture the necessary data when the problem occurs. Reproduce the problem on your environment and proceed to the next step.


Part C: Collect all necessary data

After reproducing the problem, collect the following files:

  1. Trace Files
    <WAS_HOME>\profiles\<profile>\logs\server1\trace.log
    <WAS_HOME>\profiles\<profile>\logs\server1\SystemOut.log
    <WAS_HOME>\profiles\<profile>\logs\server1\SystemErr.log

  2. Struts Configuration Files
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.xml
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.xmi
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.tld
    <WAS_HOME>\profiles\<profile>\installedApps\<cell>\<ear>\Stores.war\WEB-INF\*.dtd

  3. Screen captures (optional)
    Where appropriate, it might be helpful to collect screen captures of the scenario to help IBM support better understand the problem.



Part D: Submit files to IBM Support

Include the information collected in Part C in the package that you send to IBM. Refer to the section entitled 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.

Cross Reference information
Segment Product Component Platform Version Edition
Commerce WebSphere Commerce Professional Edition Implementation / Usage AIX, i5/OS, Linux, Solaris, Windows 6.0 Professional Edition
Commerce WebSphere Commerce - Express Implementation / Usage i5/OS, Linux, Windows 6.0 Express
Commerce WebSphere Commerce Developer Enterprise Implementation / Usage Windows 6.0 Enterprise
Commerce WebSphere Commerce Developer Professional Edition Implementation / Usage Windows 6.0 Developer Professional Edition
Commerce WebSphere Commerce Developer Express Implementation / Usage Windows 6.0 Developer Express
   

Document Information

Current web document: http://www.ibm.com/support/docview.wss?uid=swg21257367