Collecting MustGather data for messaging issues

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

Before you begin

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.
  • You can use High Performance Extensible Logging (HPEL) to minimize the impact of logging and tracing. The logs need to be formatted by using the logViewer utility before you upload the logs to HCL. For more information, 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 HCL. HCL Commerce uses data masking to help mask sensitive data. For more information, 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 you 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 Configuring logging for the Transaction Server.
    • If you are tracing on a non-production environment, you can also enable the following trace component to obtain more information about JSPs and servlets that are 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 HCL 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 HCL support requests it.
  5. Validate that the issue was captured before you send the logs to HCL. For more information, 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 your 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