DWP Advanced/Basic - Troubleshooting - INCLUDES VIDEO

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    BMC Digital Workplace Advanced


    COMPONENT:

    MyIT


    APPLIES TO:

    DWP 19.02 and beyond you can enable these logs under the DWP Admin Console



    QUESTION:

    Waht are the steps to collect DWP in Debug Mode?
    What are the main DWP Configuration Files?


    ANSWER:

     



    DWP Main Configuration Files
     

                                                                                                                                                                                                                                                                                                                                                                                                                                            
    FileLocationConfiguration
    server.xml<tomcat8.5/>conf/Defines social port, http, https port for DWP. Clustering,session persistence
    connect-dwp.properties<tomcat8.5/>external-conf
     
    Enables/Disables Application features: notifications, fts, servergroup, social config,
    rsso-agent.properties<tomcat8.5/>external-conf
     
    RSSO Agent Config
    sso.sdk.properties<tomcat8.5/>external-conf
     
    ignore tenant  setting for RSSO
    logback-social2.xml<tomcat8.5/>external-conf
     
    Logging level for Social Troubleshooting
    logback-dwp.xml<tomcat8.5/>external-conf
     
    Logging level for DWP Specific Troubleshooting
    logback.xml<DWP/DWP/>data-transfer
     
    Logging level for Data transfer Troubleshooting
    documentation-dwp.xml<tomcat8.5/>conf/Catalina/localhost/this can disable session persistance across shutdown/startup
    download-dwp.xml<tomcat8.5/>conf/Catalina/localhost/Mobile Clients download config
    hosts file/etc/hosts 
    C:\Windows\ System32 \drivers\etc\
    Configurate DNS resolution when no DNS server is in place. 
     
    web.xml<tomcat8.5/>conf/You can add more security settings here and enable session persistence
    keystoreuser definedThis is where DWP cert lives
    java cacerts/usr/java/latest/lib/security/cacerts
    C:/java/latest/lib/security/cacerts
    This is where you need to put the DWP C, RSSO, ITSM, SmartIT, etc, certs in order to be able to talk to these apps.
    social.xml <tomcat8.5/>/conf/Catalina/localhost Social Database connection details
    dwp.xml<tomcat8.5/>/conf/Catalina/localhostDWP database connection details
    Tomcat Logs<tomcat8.5/>/logsStart up Issues
    DWP Logs<DWPInstallation>/DWP/DWP/logsApplication issues
      

     

      

    DWP - RSSO Configuration Files Checklist. Working with RSSO logging

      

    https://communities.bmc.com/docs/DOC-125922

      




    For Tomcat not starting issues/ Tomcat starting but not deploying dwp.xml

       In these files, you will be able to find the root cause of the issue:  
       
    • Check localhost.log for SEVERE and Warnings
    •  
    • Check catalina.out  for SEVERE and Warnings
    •  
    • Check catalina.%date%.log   for SEVERE and Warnings
    •  
    • You can also check social and dwp log files under <DWPInstallation>/DWP/DWP/logs and look for ERROR entries
       Most of the time the root cause is more likely to be  
       
    • Applications using the same port as Tomcat
    •  
    • DB connectivity issues - dwp and social xml
    •  
    • Locks on DWP Database
    •  
    • SSL Configuration
          






    Reproducing user case and collecting logs

       

    1.- On DWP 19.02 and beyond, you can enable debug mode, under DWP Admin Console

         

         http://yourDWPserver.com:9000/dwp/admin/configuration/logging.html


       

    NOTE:

      

    After you're finished capturing use case and debug logs, revert back changes done in Step 1. You need to be a MyIT Admin to be able to access this console.

       

    2. Open the Browser and Clear the Cache or open up a new incognito/private window

          
       
    1. Internet Explorer: https://www.youtube.com/watch?v=zsfGL4F826g
    2.  
    3. Chrome: https://www.youtube.com/watch?v=hxS75EWILNg
    4.  
    5. Firefox: https://www.youtube.com/watch?v=OgRaOqinDWY
      
     
      Click on the image

    User-added image
      

    3. Hit F12 on the keyboard to capture HAR logs.

      
       
    • Click on Network Tab and Select XHR
       Click to enlarge the image


    User-added image


      
       Some videos on this

        https://www.youtube.com/watch?v=AXGB4tIRNgM
        https://www.youtube.com/watch?v=wTExeXu7xN4


        NOTE: If you do know how to capture fiddler log, capture fiddler log instead. If you don't know how, but which to learn, see below:
        Here's a video for that specif tool. https://www.youtube.com/watch?v=2pTlA3AG4W8

       

    4. Reproduce use case/issue.

          Example:
    Open up a browser tab. Log onto DWP, request SRM Service, start answering SRD drop down questions, issue occurs.


       

    5. Share the DWP logs which were generated while reproducing the issue.

          

        Logs directory: DWP - From 18.05 and beyond

      
       
    • /opt/bmc/DWP/DWP/Logs - Linux
    •  
    • \Program Files\BMC Software\DWP\DWP\Logs -- Windows
    •  
    •  <apache/tomcat/logs>
          

        You can also get log file from the url - this requires MyIT Admin permissions.

      
       
    • /dwp/rest/test/logs/dwp.log
      
       
        

     

       
      
      

    6. - Send the logs to BMC Support while logging a Case.

          
       
            
      

     


    Article Number:

    000313311


    Article Type:

    FAQ/Procedural



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