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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.
Installation issues
Installing and uninstalling HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
HCL Commerce entitlement
If you install HCL Commerce or HCL Commerce Developer version 9.1.4.0 through 9.1.10.0 on any environment that runs a Transaction server, you are required to configure an entitlement check.

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.
    - Project compilation errors
      After upgrading your version of HCL Commerce Developer, you can encounter compilation errors for projects within Rational Application Developer.
    - DB2 SQL Error: SQLCODE=-554, SQLSTATE=42502 when you try to load database schema
      When you are preparing a database for HCL Commerce Version 9, you need to run the initdb_db2_sample utility. During execution, you might encounter a message similar to the following error.
    - Oracle JDBC driver error (java.lang.NullPointerException)
      When using an Oracle database, and running the updatedb utility from the Utility server Docker container with the isStaging parameter specified, you can experience a NullPointerException error.
    - Transaction server stop working after installation
      If you install HCL Commerce Developer Version V9.0.0.2 or later on HCL Commerce Developer V9.0.0.0 or 9.0.0.1, your transaction server might not work properly and you might find Db2 connection errors in the log file.
    - InvalidOperation: (replace:String)
      When you are preparing a database for HCL Commerce Version 9, you need to run the initdb_db2_sample utility. During execution, you might encounter an InvalidOperation: (replace:String) error.
    - Cannot access localhost service after installation
      After you install HCL Commerce Developer and start the servers, you try to access the storefront or search services but you notice that localhost cannot connect or localhost refused.
    - Server errors in in SystemOut.log after installation
      After you install HCL Commerce Developer, run setdbtype, and start the servers, you might notice errors in the SystemOut.log.
    - Missing db2jcc4.jar library when starting HCL Commerce Developer
      When installing and starting HCL Commerce Developer for the first time, you can encounter a missing database Java archive file (.jar).
    - Compilation errors occur when you run the HCL Commerce Build tool
      When using the HCL Commerce Build tool, you can encounter Java compilation errors caused by missing Java classes.
    - Lost connection to Elasticsearch in single-machine Docker configuration
      If your Docker containers are running on a single computer that uses Intel System Studio, you can experience eventual loss of your connection to Elasticsearch. To avoid this, enable the "Expose daemon without TLS" option.
    - Merchant key is not read from Vault during installation
      The merchantkey value is not being read from Vault by vaultConfigure.sh.
    - Store Preview feature fails with Kubernetes deployment
      After deploying HCL Commerce 9.1.12.0 via the Helm Chart, the Store Preview feature fails to load for React-based storefronts (Emerald and Sapphire).
    - HCL Commerce entitlement
      If you install HCL Commerce or HCL Commerce Developer version 9.1.4.0 through 9.1.10.0 on any environment that runs a Transaction server, you are required to configure an entitlement check.
    - JCEPlus security provider
      The JCEPlus security provider is configured as the default security provider since Java 8 SR7, used in HCL Commerce from the 9.1.9.0 release. The JCEPlus provider was observed to have a native memory leak under some scenarios.
    - Project facet EAR version 7.0 is not supported
      When performing a fresh installation of HCL Commerce Developer 9.1.10.0 or 9.1.11.0, the error Project facet EAR version 7.0 is not supported. is encountered.
    - Upgrading to HCL Commerce Developer 9.1.15.1 overwrites configuration
      When performing an upgrade to HCL Commerce Developer 9.1.15.1, your custom wc-server.xml configuration file, and payment-related configurations are over-written.
  - 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.
  - 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.

HCL Commerce Version 9.1.4.0 or later

Troubleshooting: HCL Commerce entitlement

If you install HCL Commerce or HCL Commerce Developer version 9.1.4.0 through 9.1.10.0 on any environment that runs a Transaction server, you are required to configure an entitlement check.

Problem

If you install or have previously installed HCL Commerce or HCL Commerce Developer version 9.1.4.0 through 9.1.10.0 on any environment that runs a Transaction server, you can observe entitlement messages in your system logs, and on the login page of Management Center for HCL Commerce. Do not ignore these messages. Failure to address these entitlement messages will result in the Transaction server failing to start at the end of the reported 28-day grace period.

Solution

If any issues are being observed with the entitlement check, and you are running HCL Commerce 9.1.4.0 through 9.1.10.0, the following options are available to have them resolved:

Correctly configure HCL Commerce entitlement.
If you have previously configured entitlement, your configuration will continue to successfully pass entitlement checks, and does not require any action. However, if you do see entitlement messages, your site configuration or your HCL Commerce licenses require changes to be made for your site to continue working as expected. Contact support for details about configuration, or to obtain the patch to disable the entitlement checks.
Upgrade to HCL Commerce 9.1.11.0 or greater.
The entitlement check is no longer made in newer versions of HCL Commerce.
Obtain a patch specific to your version of HCL Commerce from HCL Support.
This patch will disable the entitlement check for your version of HCL Commerce. Messages concerning entitlement will not be displayed in logs or in Management Center, and your site will continue to function as expected.

To contact HCL Support, see Contacting HCL Customer Support.

Result

Depending on your action, entitlement checks continue to run successfully, or are disabled completely. No entitlement messages are displayed in site logs, or on the Management Center login page. Your site will continue to function as expected.