Troubleshoot and support > Install > WebSphere Commerce Web server issues
Troubleshoot: WebSphere Commerce tools fail to start properly
After creating a WCS instance, check that the tools pages, such as Accelerator, are accessible. If you are unable to log on to the tools pages, review the information for help in resolving the problem.
WebSphere Commerce tools pages
If you are having problems accessing the WebSphere Commerce tools pages, such as WebSphere Commerce Accelerator, check the following:
- Ensure that the Web server is running under a user ID that has read permissions to all the files and subdirectories in the WCS EAR...
WC_PROFILE/installedApps/cell/WC_instance
See technote 1252741. This technote contains information on an 403 error when accessing WebSphere Commerce Accelerator.
- If you have not rebooted the machine since performing a quick installation, reboot the machine. Some path variables required by WebSphere Commerce might not be set correctly until the machine is rebooted.
- If you have started WCS from the Windows Services panel, ensure that you have waited a few moments after the Services panel indicates that WCS is started before attempting to access WCS in any way. There is a delay between when the Services panel indicates that WCS is started and when WCS is fully initialized and ready to receive requests.
- Before accessing the WCS tools, check the following log files to ensure that WCS is started:
WC_PROFILE/logs/server1/startServer.log
WC_PROFILE/logs/server1/SystemOut.log
If the log files indicate that WebSphere Commerce is started, restart the Web server and then attempt to access WebSphere Commerce again.
- Ensure that you have started the Web server after creating a WebSphere Commerce instance.
- Verify the system is DNS enabled so that there is a host name and domain present. Pure IP address environments are not supported by WebSphere Commerce.
- Ensure that you can access secure (HTTPS) URLs. If you receive an error when accessing https:// hostname, where hostname is the fully qualified host name of the Web server used by WebSphere Commerce and WebSphere Commerce Payments, the SSL certificate might not be installed on the Web server or the certificate might have expired.
- Ensure that WCS is started.
- If you are using Microsoft IIS as the Web server, ensure that the authentication methods are set correctly. If the authentication methods are set incorrectly, WCS cannot authenticate the ID when logging on to WCS.
- If you are using a remote Web server, ensure that the full path of the WCS EAR is exactly the same on both the Web server and WCS nodes. On Windows operating systems, this includes the drive letter.
If they are not the same:
- Do not remove the existing path of the WCS EAR on the Web server node.
- On the Web server, create each directory required to reproduce the path of the WCS EAR as it exists on the WCS node.
- Copy the WCS EAR from the WCS node to the new location on the Web server node.
Remove any JSP and JAR files from the WC_instance directory (and subdirectories) on the Web server. Only static-content files should be in the WC_instance directory on the Web server.
- If you are using Microsoft IIS as the remote Web server, start a command prompt session, switch to the directory into which the addCommerceAliases.js file was copied, for example IISdir. Issue the following command:
cscript.exe addCommerceAliases.js
This command adds all the necessary aliases to the Microsoft IIS Web server configuration for WCS and WCS Payments.
If you receive message Input Error: There is no script engine for file extension ".JS" see technote 1172559 to resolve the error. Attempt step 4 again.
- Stop and restart the Web server.
- If you are using Sun Java System Web Server as the Web server:
- Ensure that all required virtual servers have been created and all required fixes have been applied.
- Verify the file paths to the obj.conf files for each virtual server used by WebSphere Commerce are correct. You can correct these paths on the Web Server panel of the Configuration Manager at any time after you have created the WebSphere Commerce instance.