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HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
Troubleshooting
Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
General issues
Review the following information when you encounter any general problems with HCL Commerce.
Timeouts between the Store server and the Transaction server
Socket timeout errors can occur when the Store server is communicating with the Transaction server.

Documentation
HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
- Getting started
  HCL Commerce has different advantages for business users, administrators and developers. HCL Commerce targets each of these roles with a tailored set of offerings so that each of your users can get maximum benefit.
- Installing and deploying
  Learn how to install and deploy HCL Commerce development environments and HCL Commerce production environments.
- Migrating
  Before you migrate to HCL Commerce Version 9.1, review this information to help plan and execute your migration.
- Operating
  Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
- Integrating
  Topics in the Integrating category highlight the tasks that are commonly performed for using HCL Commerce in combination with other products.
- Administering
  Topics in the Administering category highlight tasks that are typically performed by the Site Administrator, to support daily operations of the HCL Commerce site.
- Customizing
  The topics in the Customizing section describe tasks performed by an application developer to customize HCL Commerce.
- Tutorials
  HCL Commerce provides many tutorials to help you customize and understand your HCL Commerce instance and stores.
- Samples
  Topics in the Samples category highlight the various samples that are provided with HCL Commerce.
- Compliance
  The following section describes how you can leverage HCL Commerce features and functionality to help your site be compliant with different privacy and security standards.
- Securing
  These topics describe the security features of HCL Commerce and how to configure these features.
- Performance
  Topics in the Performance section describe the means by which to plan, implement, test, and re-visit the optimization of HCL Commerce site performance.
- Troubleshooting
  Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
  - Contacting HCL Customer Support
    HCL Customer Support provides assistance with product defects. Contact HCL if you require assistance with an HCL Commerce problem.
  - MustGather requirements for HCL Support
    Use the following topics to gather the required information that you need to troubleshoot issues that you are facing with HCL Commerce with HCL Support.
  - The Must-Gather application
    The Must-Gather application helps collect troubleshooting information required to resolve HCL Commerce issues.
  - Installation issues
    Installing and uninstalling HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
  - Integration issues
    Integrating HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
  - General issues
    Review the following information when you encounter any general problems with HCL Commerce.
    - Timeouts between the Store server and the Transaction server
      Socket timeout errors can occur when the Store server is communicating with the Transaction server.
    - Troubleshooting: Ignore error SystemErr in SystemOut.log when starting Transaction server
      Ignore the error SystemErr in SystemOut.log INFO log statements from wink library, when starting Transaction server.
    - Duplicate certificate labels cause CTGSK3029W errors in updateLocaCerts.sh
      Duplicate certificates with multiple label references cause error CTGSK3029W.
    - Unable to search using special characters
      Services using the V9.1 Query API must check the search phrase for special characters before passing it to the API. Failure to do so can cause a the search to fail.
    - Spiuser password change causes 401 authorization error.
      Spiuser password change causes 401 autorization error.
    - Screen shows previous version even after upgrading to new version.
      Screen does not get upgraded with the version.
    - Skipping re-login functionality
      On session timeout, the site user is redirected to the original URL instead of ReLogonFormView.
    - 401 errors with a newly created extended site store
      401 errors can occur when using a newly created E-site store based off of the Aurora and Emerald stores.
    - Error gets displayed for all new templates in upgraded db environment for Page Composer.
      Several new templates and widgets are added to Page Composer version 9.1.9.0.
    - Business Channel ID not updated correctly
      Every time an order is processed, irrespective of source, the Business Channel ID is populated with the value -4 (Telesales).
    - Error while modifying or creating a custom error message.
      The Remote Store displays a custom error message which is shown by the transaction server when you create or modify your own custom error messages on the HCL Commerce remote storefront.
    - The RVUlogger utility not working
      The RVUlogger utility in HCL Commerce version 9.1.10 fails with an error.
    - Stagingprop utility fails
      The stagingprop utility can fail due to the presence of old access control policy triggers.
    - Server start-up error "The injection engine failed to process bindings..."
      When starting the Transaction server, a non-fatal error occurs related to a missing resource binding. You can avoid this error by adding a metadata property to the HTTP webservices interface.
    - Unable to approve seller registration
      When attempting to approve a new seller registration using the Approve Registration button within the Approvals tool, the seller is reported as an existing seller.
  - Migration issues
    Migrating HCL Commerce involves a wide range of steps across your different environments. If you encounter problems, refer to the following resources for assistance.
  - Search issues
    If you encounter problems while you use HCL Commerce Search, refer to the troubleshooting information to help determine the problem and find possible solutions.
  - Logging issues
    If you encounter problems while you use HCL Commerce logging, refer to the following troubleshooting information to help determine the problem and find possible solutions.
  - Access control issues
    Access control problems are often indicated by generic application errors with error message keys such as _ERR_USER_AUTHORITY. The first step in problem determination is to enable tracing for the access control component.
  - Aurora starter store
    If you encounter problems when you use the Aurora starter store, refer to the troubleshooting information to help determine the problem and find possible solutions.
  - Member group issues
- Reference
  Topics in the Reference section contain all of the HCL Commerce reference documentation.

Troubleshooting: Timeouts between the Store server and the Transaction server

Socket timeout errors can occur when the Store server is communicating with the Transaction server.

Problem

Socket timeout errors can occur when the Store server is communicating with the Transaction server. When these errors occur, normal site operation is disrupted, and functionality that is expecting data from the Store server fails.

Two examples of these errors are as follows:

[11/23/19 2:43:24:156 AEDT] 00007da4 E UOW= source=com.ibm.commerce.foundation.common.util.logging.LoggingHelper class=/GenericJSPPageError.jsp method=- executionContext: org= prod= component=
com.netflix.hystrix.exception.HystrixRuntimeException: wcs_orderEmail timed-out and fallback disabled.
javax.servlet.jsp.JspException: com.netflix.hystrix.exception.HystrixRuntimeException: wcs_orderEmail timed-out and fallback disabled.

[11/26/19 1:58:17:275 AEDT] 00000248 E UOW= source=com.ibm.websphere.commerce.log.CommerceSrvr class=com.ibm.commerce.store.foundation.session.StoreHttpSessionContext method=resolveActivityToken(ActivityData) executionContext: org= prod= component=
The following error occurred during processing: "com.netflix.hystrix.exception.HystrixRuntimeException: wcs_usercontext timed-out and fallback disabled.". com.netflix.hystrix.exception.HystrixRuntimeException: wcs_usercontext timed-out and fallback disabled.

Solution

These errors are typically indicative of a load or networking issue.

However, this can also be mitigated against by increasing the timeout parameter in the Hystrix hystrix.properties file, located on the Store server Docker container (crs-app), in the /opt/WebSphere/Liberty/usr/servers/default/config/ directory.

Here you can increase the hystrix.command.default.execution.isolation.thread.timeoutInMilliseconds parameter to 300000.

This increases the timeout to 300,000 milliseconds, or 5 minutes, to allow for slower calls to still succeed.

Important: Longer wait times for calls to complete will have an impact on the user experience of your site.