Collecting MustGather data for messaging issues

Prepare the following MustGather information before you call IBM Support to help with messaging issues.

Before beginning

Be sure that you understand the following considerations before you collect this data.

• Runtime tracing can be verbose, which can impact your performance during peak times. If possible, reproduce the problem on a non-production environment to capture tracing.

• We can use High Performance Extensible Logging (HPEL) to minimize the impact of logging and tracing. The logs need to be formatted using the logViewer utility before you upload the logs to IBM. See Using HPEL to troubleshoot applications.

• Some trace strings might capture sensitive or personal information, so be sure to sanitize the logs before you upload the logs to IBM. WebSphere Commerce uses data masking to help mask sensitive data. See Masking sensitive data in traces.

Procedure

1. Update the size of the trace files to 20MB and the number of historical trace files that are retained to 20. If we are using HPEL, set the maximum size to at least 500MB.

2. Enable the following runtime trace strings.

   • In the Transaction server Docker container

     com.ibm.websphere.commerce.WC_MESSAGING=all: 
     com.ibm.websphere.commerce.WC_TRANSPORT_ADAPTER=all: 
     com.ibm.websphere.commerce.WC_SCHEDULER=all 

     For information about how to set trace strings, see Configure logging for the Transaction Server.

   • If we are tracing on a non-production environment, we can also enable the following trace component to obtain more information about JSPs and servlets used during messaging composition.

     com.ibm.websphere.commerce.WC_SERVER=all 

     Important: This trace component is verbose. Do not use it on a live production environment during periods of normal user traffic.

3. If WebSphere MQ or web services are used over JMS, enable the following trace components:

   com.ibm.websphere.commerce.jcajms=all

   Important: Do not enable this trace under the Runtime tab unless IBM support requests it.

4. If the issue is related to an email server, enable the following trace components:

   com.ibm.websphere.commerce.jcaemail=all

   Important: Do not enable this trace under the Runtime tab unless IBM support requests it.

5. Validate that the issue was captured before you send the logs to IBM. See
   Avoiding errors when collecting trace information.

6. Collect the following files.

   • /opt/WebSphere/AppServer/profiles/default/config/cells/localhost/resources.xml

   • /opt/WebSphere/AppServer/profiles/default/config/cells/localhost/nodes/localhost/resources.xml

   • /opt/WebSphere/AppServer/profiles/default/config/cells/localhost/nodes/localhost/servers/server1/resources.xml

   • /opt/WebSphere/AppServer/profiles/default/installedApps/localhost/ts.ear/xml/config/wc-server.xml

   • WC_installdir/xml/messaging/user_template.xml

7. Collect the contents of the following directories:

   • /opt/WebSphere/AppServer/profiles/default/logs/server1

   • /opt/WebSphere/AppServer/profiles/default/installedApps/localhost/ts.ear/xml/messaging

8. Run the following database queries to collect the necessary information from the database (output the results in CSV format).

   SELECT * FROM PROFILE
   SELECT * FROM MSGTYPES
   SELECT * FROM TRANSPORT
   SELECT * FROM CSEDITATT
   SELECT * FROM ISEDITATT
   SELECT * FROM NOTIFY
   SELECT * FROM STORETRANS
   SELECT * FROM MSGARCHIVE
   SELECT * FROM MSGSTORE
   SELECT * FROM DEVICEFMT
   SELECT * FROM SCHCONFIG
   SELECT * FROM SCHACTIVE
   SELECT * FROM SCHSTATUS