WEA Level 2 WEA Troubleshooting Guide

(This page is continuously under construction)

Initial Questions For Customer
WEA Installation Troubleshooting
Turn On Portal Logging
Turn on User Service Logging
PPC2002/2003 Troubleshooting
Enabling Intelligent Notification Services Tracing
WEA Level 2 DB2e Troubleshooting Guide
WEA Level 2 ESS Troubleshooting Guide
WEA Level 2 DMS Troubleshooting Guide
WEA Level 2 INS Troubleshooting Guide
Troubleshooting With NotesPeek
Palm Device Troubleshooting Information
WEA With Active Directory Performance Tuning

WEA 430 Fixpack 5 Restrictions List
WEA 430 Client Device Functionality Matrix (EBU Presentation)
WEA 430 Client Device Functionality (With WECM)

Initial Questions For Customer

1) Customer name: 
2) IBM Contacts: (IBM account owner/customer interface/support  interface) 
3) Name of the person who will be on-site with the Lab resource? 
4) What is their role (ATS, Presales, Local Services) 
5) What is the temperament of the customer?
6) Is this a new install, POC or Pilot? 
7) What is the Server OS and levels? (Windows or AIX) 
8) What is the WEA Level and Fixpack?
9) Any additional fixes installed?
10) What WEA Functions are being used in this solution? (sync, INS, off-line... etc) 
11) Is this a distributed install?  Details... what is being installed where? 
12) What is the back-end being used? (Domino, Exchange...levels?)  
13) What LDAP is being used: version/location?
14) Is WECM involved? Is WECM already in service? 
15) Current technical problems the customer is experiencing? 
16) What devices are being used (iPAQ, Palm), (make and model)?
17) What connection type(s):  cradle/ethernet/wireless?  
18) How did you load client: installshield/DMS portlet?                 

19) Can you manage the users and groups from the Portal?                
20) Is the (component) user "XXX" in the appropriate group(s)?                             
Also, please run the following test to verify that the UserGroupInfoWebService is installed and working    
properly. Go to URL "http://<hostname>/UserGroupInfoWebService/servlet/rpcrouter", enter the WPS admin id and password at the prompt and you should see this message:                                                          
      SOAP RPC Router                                                  
      Sorry, I don't speak via HTTP GET- you have to use HTTP POST to talk to me.              

WEA Installation Troubleshooting

When WEA is installed on Windows, the default log folder is "*:\Program Files\IBMWEA". This folder includes the "logs" folder which contains the "setup*" logs from the associated installation, as well as the "RunCommand" folder which contains the more detailed logs of the various component's installation.

When WEA is installed on AIX, the default log directory is "/usr/IBMWPO". This directory includes the "logs" directory which contains the "setup*" logs from the associated installation, as well as the "RunCommand" directory which contains the more detailed logs of the various component's installation.

Turn On Portal Logging

1) Connect to your WEA URL (i.e "http://(yourmachinename.yourdomain)/wps/portal").

2) Logon as the administrator.

3) Select the "Portal Administration" tab, and on the left side of the web page select "Enable Tracing".

4) In the "Enable Tracing" section of the page, under "Logger", enable "PortalCoreTraceLogger", "PortletContainerTraceLogger", "PortletManagerTraceLogger", and "PortletTraceLogger", click "Save", then logoff.

5) Restart WAS and all appropriate application servers.

     a)  On Windows, from the Windows "Services" panel, stop the service "IBM WS AdminServer 4.0". (It might take several minutes for this service to stop).
     b) Restart the "IBM WS AdminServer 4.0". (It might take several minutes for this service to start). (It might be necessary to restart the WebSphere Portal and WEA Server" application servers using the WAS Admin Console). Then get to work.

      a) Start the WAS Admin Console. In the Tasks window scope to "WebSphere Administrative Domain", "Nodes", and select your machine. Right mouse click and select "Stop". When prompted if your sure click answer affirmative. Wait until WAS stops (the /usr/WebSphere/AppServer/logs/trace file should reflect that WAS has stopped).
       b) Restart WAS, restart all appropriate appservers, then git to work.

6) From your browser, recreate the failing scenario (Ideally we want to capture a successful display of IIOP portlets as well as a scenario of "This portlet is unavailable". Also record the amount of time you wait for each operation and provide this information to us).

7) Once you have recreated the failing scenario (in previous step), please provide to IBM the associated "wps" log file (for an installation that used defaults, the folder "C:\WebSphere\PortalServer\log" will contain 1 or more files "wps_2004.03.(timestamp).log". Send the file with the latest time stamp to us). If the file is less than 10 megabytes, simply mail to "shayden@us.ibm.com".  If it is greater than 10 megabytes, please FTP to server "testcase.boulder.ibm.com" and change to the directory "/ps/toibm/pvc/". Create a directory named after this PMR "PMR13252", and place the log file in that directory, and send a note to "shayden@us.ibm.com" informing me that it is there.

Turn on User Service Logging

User Services is a simple web service interface into the portal's PUMA API. The following the instructions on how to turn on User Service tracing:

1. Open the Websphere Administrator's Console
2. In the left hand pane, navigate to and select the Websphere Portal application server
3. In the right hand pane, click on the Services tab, select Trace Services, then click Edit Properties
4. Click the ... beside Trace Specifications
5. Expand Components->com->ibm->pvc->ent->us and right click on UserGroupInfoWebServiceImplServer and select All.
6. Make sure Trace Output is ring buffer (see Note below).
7. Click OK
8. In the right hand pane, click Apply

9. Recreate the problem.

10. Go back to Trace Services under Websphere Portal and click Edit Properties
11. Click the ... beside Trace specifications
12. Type a filename (i.e. C:\temp\US.log) to contain the trace information beside Dump File Name then click Dump.

Note: To have the trace output written directly to a file, in step 6 change the Trace Output to Specify and type in the name of the trace file. You will need to restart WAS for this to take affect before you recreate the problem.

PPC2002/2003 Troubleshooting

To Determine S/W Version On Device

1) To find out which level of the iuc.arm.cab file you have installed on your device, go to the Settings and scroll all the way down to the bottom of the page.  The currently installed version is displayed there.  For the latest DSB level of code, it should read, "IBM Everyplace Client V4.3 - Build: 200403221438."

Logs Needed From PPC200X Device Upon Failure

Please collect and send the following log files when the problems occurs

Enabling Intelligent Notification Services Tracing
Follow these steps to modify the portlet configuration file
1. Modify the file "InsPortletCfg.properties". The file can be found in  the following location.                                                
        (Windows) "*:\WebSphere\INS\config"              
        (or AIX)      /usr/WebSphere/INS/config"
2. Use the "GLOBAL_TRACE_ENABLE" parameter to set a global value for all trace parameters.

3. Save the file.
4. Copy the file to the machine on which WebSphere Portal Server is installed and place in the following directory.                                               

        (Windows)   "*:\WebSphere\AppServer\lib\app"
        (or AIX)      "/usr/WebSphere/AppServer/lib/app"

5. Restart WebSphere Portal Server.

Logs will be in the STEVE WHERE? directory in filename STEVE WHAT?                                    

WEA With Active Directory Performance Tuning
(Info from Jeff K. Johnson)

    I work in portal support and was asked to review this pmr from a portal standpoint.  In reading through the pmr, you indicated that performance is slow when logging in multiple users.
If you are using Microsoft Active Directory Server as your Ldap server, both the objectCategory and objectClass attributes can be
used to refer to a given schema class of a directory object. However,  there is an important distinction in semantics between the two.       
(objectClass=foo) refers to such directory objects which foo represents any class in the object's class hierarchy.                 
(objectCategory=foo), on the other hand, refers to those directory  objects which foo identifies a specific class in the object's class
So,ObjectCategory should be used to improve MS active directory performance.  For example, in LDAP Advanced Properties, you  
can replace "objectclass=user " by "objectCategory=user" in User Filter field to use objectCategory, and replace "objectclass=group" by        
 "objectCategory=group" .  In "group member id map" field, you have to add ";objectCategory:group" to the end of the field.                   

There is one other change that needs to be made and that is to the wms.xml file..                                                       
Please edit this file and change every instance of "objectclass" to "objectCategory"  (There should only be 2 places to change this.)    
Restart WAS, start Portal Server.                   
Test to see if performance issues are resolved.     

If the performance is still not to your satisfactory, then please let me know if it is specifically login or another area.  If you are still seeing problems, then we will need to trace the specific area that you are still seeing performance problems.