DWP Catalog - Troubleshooting

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    PRODUCT:

    BMC Digital Workplace Advanced


    APPLIES TO:

    DWP Catalog 19.00, 18.00, 20.00



    QUESTION:

    Steps to start troubleshooting DWP Catalog issues and how to collect logs for support.
     


    ANSWER:

    Note:
     

      Don't skip steps, read everything prior doing any changes.

    It is a good practice clearing out /tmp directory, <DWP Catalog installdirectory>/db<DWP Catalog installdirectory>/Logs when restarting services

    Do this prior starting the DWP Catalog service.
     
      
      
    1) Confirming product build and version
       
      Go to this URL
    http(s)://dwpcatalogservername.domain.com:8008/api/myit-sb/logs/bundle.log
     
     
      Note: Confirm your protocol and port, above is just an example. 
      
       
    • If using Firefox/Chrome you will get a page with all your DWP Catalog version details. Copy the whole content and send it to support when creating a new case.         
    •  
    • If  you are using Internet Explorer you will have to download the json file with the version on it. This can be open with Notepad. (You need to send this to Support when you create a new case)
      
      Confirming Java version 
     
    Run below command on the  DWP Catalog server 
      
      alternatives --config java
      
     
    Share/save output. The one with the + sign is the java version being used.  
      
      
    2) Collect bundle.log from the DWP Catalog URL.   
       
    • This is pretty useful when you don't have access to the actual DWP Catalog server.
       
      Go to this URL
    http(s)://dwpcatalogservername.domain.com:8008//api/myit-sb/logs/bundle.log
                  That will go to your current download directory




    3) DWP Catalog Logs location 
          



    4) Editing logback.xml for additional/specific logging.        
       
    •   Note: This will always require a DWP Catalog Restart. 
    •  
    •   Location: <DWP Catalog installdirectory>/conf/logback_server.xml
      
      a) If you want specific logging for a specific connector, then uncomment (remove the <!--  -->) the specific connector logger and appender 
     
      BAO Connector example below
      
       
    • Logging Turned Off for BAO Connector
      
       <!-- logging for the bao connector. Uncomment this section to log this connector to a separate file. -->  
     
               <!--appender name="connect-bao" class="com.bmc.arsys.logging.ReconfigurableRollingFileAppender">  
                    <file>${com.bmc.arsys.homedir}/${com.bmc.arsys.server.dbdir}/connect-bao.log</file>  
                    <append>true</append>  
                    <rollingPolicy>  
                            <fileNamePattern>${com.bmc.arsys.homedir}/${com.bmc.arsys.server.dbdir}/connect-bao.log.%i</fileNamePattern>  
                            <minIndex>1</minIndex>  
                            <maxIndex>10</maxIndex>  
                    </rollingPolicy>  
                    <triggeringPolicy class="ch.qos.logback.core.rolling.SizeBasedTriggeringPolicy">  
                            <maxFileSize>99MB</maxFileSize>  
                    </triggeringPolicy>  
                    <needPreLoading>true</needPreLoading>  
                    <encoder>  
                            <pattern>%d{MM-dd HH:mm:ss.SSS} %-4le %c %m%n</pattern>  
                    </encoder>  
            </appender>  
            <logger name="com.bmc.myservice.connect.bao" level="all" additivity="false">  
                    <appender-ref ref="connect-bao" />  
            </logger   --> 
      
        
      
       
    • Logging Turned On for BAO Connector
      
           <appender name="connect-bao" class="com.bmc.arsys.logging.ReconfigurableRollingFileAppender">  
                    <file>${com.bmc.arsys.homedir}/${com.bmc.arsys.server.dbdir}/connect-bao.log</file>  
                    <append>true</append>  
                    <rollingPolicy>  
                            <fileNamePattern>${com.bmc.arsys.homedir}/${com.bmc.arsys.server.dbdir}/connect-bao.log.%i</fileNamePattern>  
                            <minIndex>1</minIndex>  
                            <maxIndex>10</maxIndex>  
                    </rollingPolicy>  
                    <triggeringPolicy class="ch.qos.logback.core.rolling.SizeBasedTriggeringPolicy">  
                            <maxFileSize>99MB</maxFileSize>  
                    </triggeringPolicy>  
                    <needPreLoading>true</needPreLoading>  
                    <encoder>  
                            <pattern>%d{MM-dd HH:mm:ss.SSS} %-4le %c %m%n</pattern>  
                    </encoder>  
            </appender>  
            <logger name="com.bmc.myservice.connect.bao" level="all" additivity="false">  
                    <appender-ref ref="connect-bao" />  
           </logger   > 
     
     
     
      b) If you want additional logging for workflow, then uncomment (remove the <!--  -->) the logger and appender for 
      
      <!-- Process -->
            <appender name="ProcessLogToForm" class="com.bmc.arsys.logging.SubscribableAppender">
            </appender>
            <appender name="ProcessLog" class="com.bmc.arsys.logging.SiftingTenantAppender">
                    <appender class="com.bmc.arsys.logging.SuspendableRollingFileAppender">
                            <file>${com.bmc.arsys.homedir}/${com.bmc.arsys.server.dbdir}/arprocess.log
                            </file>
                            <!-- <param name="Encoding" value="UTF-8" /> -->
                            <append>true</append>
                            <enableThreadLogging>true</enableThreadLogging>
                            <rollingPolicy class="com.bmc.arsys.logging.StoredRollingPolicy">
                                    <fileNamePattern>${com.bmc.arsys.homedir}/${com.bmc.arsys.server.dbdir}/arprocess${threadId}.log.%i
                                    </fileNamePattern>
                                    <minIndex>1</minIndex>
                                    <maxIndex>10</maxIndex>
                            </rollingPolicy>
                            <triggeringPolicy
                                    class="ch.qos.logback.core.rolling.SizeBasedTriggeringPolicy">
                                    <maxFileSize>99MB</maxFileSize>
                            </triggeringPolicy>
                            <encoder>
                                    <pattern>%m%n</pattern>
                            </encoder>
                    </appender>
            </appender>
      <logger name="com.bmc.arsys.rx.services.process" level="debug"
                    additivity="false">
                    <appender-ref ref="ProcessLog" />
                    <appender-ref ref="AlwaysOnLog" />
                    <appender-ref ref="ProcessLogToForm" />
            </logger>
     
            <logger name="com.bmc.arsys.server.rx.services.process" level="debug"
                    additivity="false">
                    <appender-ref ref="ProcessLog" />
                    <appender-ref ref="AlwaysOnLog" />
                    <appender-ref ref="ProcessLogToForm" />
            </logger>
     
            <logger
                    name="com.bmc.arsys.server.rx.services.action.DefaultCustomActionExecutor"
                    level="debug" additivity="false">
                    <appender-ref ref="ProcessLog" />
                    <appender-ref ref="AlwaysOnLog" />
                    <appender-ref ref="ProcessLogToForm" />
            </logger>
     
            <logger name="com.bmc.arsys.server.rx.services.action.ActionServiceImpl" level="debug"
                    additivity="false">
                    <appender-ref ref="ProcessLog" />
                    <appender-ref ref="AlwaysOnLog" />
                    <appender-ref ref="ProcessLogToForm" />
            </logger>
     
            <logger name="com.bmc.arsys.server.rx.services.action.DefaultCustomActionManager" level="debug"
                    additivity="false">
                    <appender-ref ref="ProcessLog" />
                    <appender-ref ref="AlwaysOnLog" />
                    <appender-ref ref="ProcessLogToForm" />
            </logger>
     
            <logger name="com.bmc.arsys.server.rx.services.connector.ConnectorCustomActionManager" level="debug"
                    additivity="false">
                    <appender-ref ref="ProcessLog" />
                    <appender-ref ref="AlwaysOnLog" />
                    <appender-ref ref="ProcessLogToForm" />
            </logger>
      
        
     
     
      5) Editing arserverd.conf for ssl logging 
     
              Location: <DWP Catalog installdirectory>/   bin/arserverd.conf
      
       
          
       
        
    1. Add the following line to /bin/arserverd.conf:

      #jvm.option   jvm.option.XX=-Djavax.net.debug=ssl #XX is the "+1" value to an existing jvm.option with the biggest number. and place it after that line.
           
           Copy   
    2.   
    3. Restart the BMC Digital Workplace Catalogserver.

    4.   
    5. Review the arerror.log for any SSL issues.

    6.  
      
      
     
     
     
      
      
      6) Stop/start DWP Catalog Service
         
      a) DWP Catalog Startup issues: armonitor.log arjavaplugin.log (rsso integration too) 
      
     
     
     
     
      
      
      7) Platform logging 
      
     
      This can give you additional details on performance, fts, workflow issues.

    User-added image

    User-added image
     
     
      Location:  Log will be saved under    <DWP Catalog install directory>/db directory with    platform.log name  
     
     
     
     
     
      
      
      8) OSGI Console
      
       

    The Catalog application is run through a variety of different bundles which are loaded once the "dwpcontroller" script is run as part of an platform restart.

    Unlike the DWP Client, we cannot restart the individual components of the Catalog (without negative consequence) however we can check the Catalog's bundle status by using the Eclipse OSGI Console (Open Services Gateway Initiative).

       

     

       

    The logging level for OSGI is controlled in the  "<DWp Catalog>conf/config.properties" file

       

     

       
        

     

        

    # Enable osgi console for debugging

        

    osgi.console.enable.builtin=true

        

    osgi.console = 12666

       
       

    To connect to the console you simply telnet to the Catalog host and execute the "ss" command.

       

     

       
        

    [root@clm-aus-123]# telnet localhost 12666

        

    Osgi>ss -s RESOLVED

       
       

    Some of the more important Catalog related bundles can be identified by "myservice"

       

     

       

       

    If you notice any of these bundles are in a "RESOLVED" state you can attempt to restart as follows:

         ss start -s  RESOLVED 
     
      
      
      9) DWP Catalog logging on DWP/MyIT side  
      
      
      This is also useful when troubleshooting DWP Catalog Services on DWP.  
    Uncomment below under    <tomcat>/external-conf/logback-dwp.xml  
    No Tomcat restart required, 
      
     
     
      
      
      <if condition='${LOG_DWP_CATALOG}'>  
        <then>  
          <logger name="com.bmc.bsm.myit.service.sb" level="DEBUG" >  
            <appender-ref ref="DWP_CATALOG_FILE"/>  
          </logger>  
          <logger name="com.bmc.bsm.myit.rest.v2.assistance" level="DEBUG" >  
            <appender-ref ref="DWP_CATALOG_FILE"/>  
          </logger>  
          <logger name="com.bmc.bsm.myit.service.social.activity_stream" level="DEBUG" >  
            <appender-ref ref="DWP_CATALOG_FILE"/>  
          </logger>  
        </then>  
      </if>  
     
      
      
      10) Performance issues 
      
         
      11) Disable RSSO Integration 
      
      
      DISABLE RSSO ON DWP CATALOG 
      -You need to remove the rsso-agent-osgi.jar from  <DWPC Install directory>/deploy and restart the server.    
       
      
     
      12) RSSO Integration Troubleshooting 
      
      

     


    Article Number:

    000174788


    Article Type:

    FAQ/Procedural



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