DWP Advanced/Basic - Troubleshooting - INCLUDES VIDEO

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    BMC Digital Workplace Advanced




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


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



    DWP Main Configuration Files

    server.xml<tomcat8.5/>conf/Defines social port, http, https port for DWP. Clustering,session persistence
    Enables/Disables Application features: notifications, fts, servergroup, social config,
    RSSO Agent Config
    ignore tenant  setting for RSSO
    Logging level for Social Troubleshooting
    Logging level for DWP Specific Troubleshooting
    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
    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




    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






    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
    3. Chrome: https://www.youtube.com/watch?v=hxS75EWILNg
    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


        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.

    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.



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