Collecting data on the command line: IBM WebSphere DataPower SOA Appliances problem determination - Middleware News

The following information describes the basic documentation needed by IBM support to investigate questions or problems when using IBM WebSphere DataPower SOA Appliances:

• WebSphere DataPower Integration Appliance XI50
• WebSphere DataPower XML Security Gateway XS40
• WebSphere DataPower XML Accelerator XA35.

Section 1: Resolving or Collecting information on this problem:


When you log into the appliance, you will see information similar to the following:

Welcome to DataPower XI50 console configuration.
(C) 2000-2006 by DataPower Technology, Inc.

Version: XI50.3.5.1.0 build 130692 on 2006/06/12 13:09:38
Serial number: xxxxx xxxxx

xi50#

This will allow you to get the model number, firmware number, and serial number.

If you are already logged into the appliance, show version will give:

xi50# show version
          version: XI50.3.5.1.0
            build: 130692
       build date: 2006/06/12 13:09:38
   watchdog build: XI50.3.5.1.0
   installed DPOS: XI50.3.5.1.0
     running DPOS: XI50.3.5.1.0
       MQ library: 6.0.0-0
      TAM library: 4.1
   Coproc library: 1.2
Netegrity library: (not available)
     ODBC library: (not available)
Tibco EMS library: (not available)
           serial: xxxxx xxxxx
  XML accelerator: xg3

From this you can get the model and firmware version number (both from "version"). Then you can run show system to get the serial number.

xi50# show system
  description: DataPower XI50
serial number: xxxxx xxxxx
   product id: 9002-XI50-03 [Rev 04]
          OID: 1.3.6.1.4.1.14685.1.3
       uptime: 11 days 00:46:51
      contact:
         name:
     location:
     services: 72


Set the following trace and logging settings:

You will need to set the log level to debug for all message types so that the DataPower appliance will log everything. To set the log to debug:

1. Enter show logging target to see what the log is currently set to:

xi50# show logging target

logging target: default-log [up]
---------------------------
 admin-state enabled
 summary "Default System Log"
 type file
 format text
 timestamp sysloghe
 size 500
 local-file logtemp:///default-log
 archive-mode rotate
 rotate 3
 ansi-color off
 local-address
 facility user
 Signing Mode off
 Encryption Mode off
 event all error
 event mgmt notice


The last two lines show the types of events and logging levels. You want one of the lines to say "event all debug".

2. Go to config mode to change the logging level:

xi50# config
Global configuration mode

3. Use the logging event command to change what gets logged. The syntax is:  logging event all debug.

xi50(config)# logging event default-log all debug

4. Repeat the show logging target command to see that the logging level is now debug.

xi50(config)# show logging target

logging target: default-log [up]
---------------------------
 admin-state enabled
 summary "Default System Log"
 type file
 format text
 timestamp syslog
 size 500
 local-file logtemp:///default-log
 archive-mode rotate
 rotate 3
 ansi-color off
 local-address
 facility user
 Signing Mode off
 Encryption Mode off
 event mgmt notice
 event all debug

Recreate the problem.

Collect these files:

1. Save the error report by typing save error-report.

xi50(config)# save error-report
Error report written to temporary:///error-report.txt

2. Make a note of the error report directory, in this case temporary:///

3. Type show file to make sure it's there. (You'll see a lot of text, the contents of the file.)

xi50(config)# show file temporary:///error-report.txt

4. Still in config mode, type backup all.zip to create an export of the configurations for all domains on the appliance:

xi50(config)# backup all.zip

Backup to all.zip scheduled (may take a few minutes to complete)

By default, the file is created in export:///.

5. Type dir export:/// to make sure it's there.

xi50(config)# dir export:///

File Name              Last Modified              Size
---------              -------------              ----
querystrings/          Mon Jul 10 09:08:09 2006   1024
Basics/                Fri Jul 14 13:58:27 2006   1024
all.zip                Fri Jul 21 10:26:49 2006   1217533

6. Make a note of the all.zip file's location.

7. Note locations for any other relevant files, such as input files, .wsdl files, etc., or any file specifically requested by DataPower support.

8. Download the error report, the backup file, and any other relevant documents from the DataPower appliance. Use the copy command with the scp or sftp protocol. This is much easier if you can transfer the files to a UNIX machine; Windows machines do not come with scp/sftp servers by default.

N ote: scp URLs are implicitly rooted in your home directory. So if the file is actually on host xx.xx.xx.xx, in /home/jdoe/foo.txt, the scp description would be:

scp://jdoeslogin@xx.xx.xx.xx/bar.txt

and not

scp://joeslogin@xx.xx.xx.xx/home/jdoe/foo.txt

Section 2. Preparing to contact IBM Support

1. Obtain the serial number of the appliance which experienced the problem. This is need for IBM entitlement processing, before a PMR can be created. Use the WebGUI, select Status > System > Version Information, locate tag on the case of the appliance, or from the CLI use Show System
2. Locate the firmware version of the appliance. Use the WebGUI, select Status > System > Version Information or from the CLI use Show Version
3. Have your IBM customer number ready.
4. Determine the severity of your problem based on the Severity Levels table found in the following technote: "WebSphere DataPower Extended Maintenance and Support Services".
5. Prepare to describe how the problem affects your business operations.
6. Determine which telephone number IBM should use to contact you concerning this problem report.

Section 3. Contacting IBM Support and sending your MustGather information to IBM Support

1. Reference our technote for information on Contacting IBM WebSphere DataPower SOA Appliance Support.
2. After you have contacted IBM Support, a PMR number will be assigned. Create a zip file of the MustGather information:
   • A text file which contains: the questions and answers to any of the MustGather steps, elaboration on the problem, list of steps to recreate, notation on specific errors, and description external events noted at the time of the error.
   • WebGui Screen Captures
   • CLI command output results
   • An error report at the time of the error as described in section 1.
3. Rename the zip file and send to IBM as noted in Exchanging information with IBM WebSphere DataPower Technical Support for problem determination.
4. Do not send any proprietary or confidential information from your company.