Tivoli IBM Tivoli Monitoring for Transaction Performance

Transcription

1 Tivoli IBM Tivoli Monitoring for Transaction Performance Problem Determination Guide SC

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3 Tivoli IBM Tivoli Monitoring for Transaction Performance Problem Determination Guide SC

4 ii IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

5 Contents About this guide v Who should read this guide v What this guide contains v Publications vi IBM Tivoli Monitoring for Transaction Performance library vi Related publications vii Accessing publications online viii Ordering publications ix Accessibility ix Tivoli technical training ix Conventions used in this guide ix Typeface conventions ix Operating system-dependent variables and paths x Tivoli command syntax x Chapter 1. Introduction to problem determination Problem classification Finding Release Notes Viewing Technotes Creating an subscription to Technotes...2 Tivoli Support Technical Exchange Support information Searching knowledge bases Contacting IBM Software Support Chapter 2. Using, maintaining, and troubleshooting log files The two types of logging Message logs Trace logs Accessing and viewing logs Viewing log files through the product GUI...11 Viewing log files through the command-line interface Configuring trace logging Logging.properties file Setting trace levels in the logging.properties file 15 Contents of the logging.properties file Dynamically configuring logging properties..18 First Failure Data Capture Troubleshooting problems with log files Chapter 3. Troubleshooting installation and uninstallation Cleaning up after an incomplete uninstallation..21 Cleaning up after uninstalling a management agent Cleaning up after uninstalling the management server Cleaning up IBM WebSphere Application Server after uninstalling the management server...24 Troubleshooting installation and uninstallation of the management server and management agents..25 Troubleshooting installation and uninstallation of databases and monitoring components Troubleshooting installation in languages other than English Troubleshooting miscellaneous installation and uninstallation problems Chapter 4. Troubleshooting the monitoring components Problems with Quality of Service Problems with J2EE Problems with Generic ARM Problems with STI Problems with Generic Windows Chapter 5. Troubleshooting reports.. 65 Determining why graphs do not render or fail to display data Determining why data is displayed in unexpected ways Miscellaneous problems with reports Chapter 6. Troubleshooting miscellaneous problems Problems with the management server and management agents Problems with policies and schedules Problems with Tivoli Enterprise Console Problems with Tivoli Data Warehouse Common problems with IBM DB Other miscellaneous problems Chapter 7. Product messages Chapter 8. Events sent to the IBM Tivoli Enterprise Console Appendix. Notices Trademarks Index iii

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7 About this guide Who should read this guide What this guide contains IBM Tivoli Monitoring for Transaction Performance enables you to manage the availability and performance of your Web application environment. It gathers the detailed information you need to track and improve business transaction times, with the goal of ensuring optimal responsiveness. This guide provides problem determination and resolution information for the issues most commonly encountered with the product You can use this guide in conjunction with the IBM Tivoli Monitoring for Transaction Performance Installation and Configuration Guide, which presents installation and configuration procedures, the IBM Tivoli Monitoring for Transaction Performance Administrator s Guide, which describes functional procedures, and the IBM Tivoli Monitoring for Transaction Performance Checking Performance and Availability Guide. This book is for system administrators. It explains the concepts you should know to resolve issues with IBM Tivoli Monitoring for Transaction Performance. Readers should be familiar with the following: v Operating systems on which you intend to use this product. Supported operating systems include Windows 2000, Windows XP, AIX, Solaris Operating Environment (referred to as Solaris in this document), Red Hat Linux, SuSE Linux, TurboLinux, HPUX, z/os, and OS/400. v Web servers, such as IBM HTTP Server, Apache HTTP Server, and Microsoft Internet Information Server. v Web application servers, such as IBM WebSphere Application Server. v Internet protocols such as HTTP, HTTPS, TCP/IP, Secure Sockets Layer (SSL), and Transport Layer Security (TLS). v Digital certificates for secure communication. v IBM DB2 or Oracle database management system. The product provides optional integration with the IBM Tivoli Enterprise Console and Tivoli Enterprise Data Warehouse products. If your installation of IBM Tivoli Monitoring for Transaction Performance is integrated with these other Tivoli products, you should be familiar with them. This guide contains the following chapters: v Chapter 1, Introduction to problem determination, on page 1 Provides an overview of problem determination concepts used to troubleshoot IBM Tivoli Monitoring for Transaction Performance issues. Also provides information about how to obtain support. v Chapter 2, Using, maintaining, and troubleshooting log files, on page 7 Describes the message and trace logs that you can consult to find out what might be occurring in your environment. Also provides information about specific logging-related problems that you might encounter. v Chapter 3, Troubleshooting installation and uninstallation, on page 21 v

8 Provides the information you need to troubleshoot problems that occur during installation and uninstallation of the product and product components. v Chapter 4, Troubleshooting the monitoring components, on page 37 Describes problems related to the monitoring components you use to collect performance data in your environment. v Chapter 5, Troubleshooting reports, on page 65 Provides information about problems you might encounter while accessing and viewing the reports provided with the product. v Chapter 6, Troubleshooting miscellaneous problems, on page 73 Provides information about miscellaneous problems that might occur with the management server and management agents, policies and schedules, Tivoli Enterprise Console, Tivoli Data Warehouse, and IBM DB2. v Chapter 7, Product messages, on page 87 Lists and describes the informational, warning, and error messages that are generated to inform you about what is occurring across your product environment. v Chapter 8, Events sent to the IBM Tivoli Enterprise Console, on page 189 Lists and describes the events that the product generates and sends to Tivoli Enterprise Console. Publications This section lists publications in the IBM Tivoli Monitoring for Transaction Performance library and related documents. It also describes how to access Tivoli publications online and how to order Tivoli publications. IBM Tivoli Monitoring for Transaction Performance library In addition to this guide, the following documents provide information about the IBM Tivoli Monitoring for Transaction Performance product: v IBM Tivoli Monitoring for Transaction Performance Installation and Configuration Guide, SC Provides prerequisite information and instructions for installing the product. This guide also contains information that you might find useful after installing the product, such as uninstallation instructions. v IBM Tivoli Monitoring for Transaction Performance Evaluation Guide, GC Provides prerequisite information and instructions for performing a very simple installation of the product and deploying one of the components for evaluation purposes. This document introduces you to the installation wizards and the product user interface and guides you through some basic tasks. v IBM Tivoli Monitoring for Transaction Performance Administrator s Guide, GC Provides detailed procedures for deploying and using each of the product components. v IBM Tivoli Monitoring for Transaction Performance Checking Performance and Availability Guide, SC The guide describes the browser-based graphical user interface (GUI), the help system, and the reports you can generate and view to assess transaction performance across your environment. v IBM Tivoli Monitoring for Transaction Performance: Web Transaction Performance Warehouse Enablement Pack Implementation Guide, SC vi IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

9 Related Describes how to install and configure the warehouse enablement pack for the product. This document also describes the data flow and data structures used by the warehouse pack. The warehouse pack enables the product to transfer data to the Tivoli Enterprise Data Warehouse. v Program Directory for IBM Tivoli Monitoring for Transaction Performance for z/os, version 5.3 Describes installing and maintaining IBM Tivoli Monitoring for Transaction Performance for z\os. publications IBM Tivoli Monitoring for Transaction Performance can optionally be integrated with a number of enterprise products to provide more advanced capabilities. Following is a list of these products and some of the publications provided by each product. v IBM Tivoli Enterprise Console IBM Tivoli Enterprise Console Installation Guide, SC Discusses how to install, upgrade, and remove IBM Tivoli Enterprise Console components and provides details about using the event database installation assistant. IBM Tivoli Enterprise Console User s Guide, SC Provides information needed to understand and set up the IBM Tivoli Enterprise Console and describes procedures for using all components of the product. IBM Tivoli Enterprise Console Rule Developer s Guide, SC Provides information about developing rules for automating the management of IBM Tivoli Enterprise Console events received by the IBM Tivoli Enterprise Console event server. v Tivoli Data Warehouse Tivoli Data Warehouse Release Notes, SC Provides late-breaking information about Tivoli Data Warehouse and lists hardware requirements and software prerequisites. Installing and Configuring Tivoli Data Warehouse, GC Describes how Tivoli Data Warehouse fits into your enterprise, explains how to plan for its deployment, and gives installation and configuration instructions. It provides an introduction to the built-in program for creating and running reports, and contains maintenance procedures and troubleshooting information. Enabling an Application for Tivoli Enterprise Data Warehouse (version 1.1), GC Provides information about connecting an application to Tivoli Enterprise Data Warehouse v1.1. This book is for application programmers who use Tivoli Enterprise Data Warehouse to store and report on their application s data, data warehousing experts who import Tivoli Enterprise Data Warehouse data into business intelligence applications, and customers who use their local data in the warehouse. Note: This product was named Tivoli Enterprise Data Warehouse prior to the release of Tivoli Data Warehouse, which is the more current release of the product. v IBM WebSphere Site Analyzer About this guide vii

10 All information about IBM WebSphere Site Analyzer is provided on the following Web site: The following IBM Redbooks provide information about advanced configuration options for WebSphere Application Server, which hosts the management server application for IBM Tivoli Monitoring for Transaction Performance: IBM WebSphere Application Server System Management and Configuration: WebSphere Handbook Series, SG IBM WebSphere Security WebSphere Handbook Series, SG v IBM WebSphere Application Server, Version 5.1 All information about the IBM WebSphere Application Server Version 5.1 is provided on the following Web site: v IBM WebSphere Caching Proxy, Version 5.1 All information about the IBM WebSphere Caching Proxy Version 5.1 is provided on the following Web site: The Tivoli Glossary includes definitions for many of the technical terms related to Tivoli software. The Tivoli Glossary is available, in English only, at the following Web site: Accessing publications online The documentation CD contains the publications that are in the product library. The format of the publications is PDF, HTML, or both. IBM posts publications for this and all other Tivoli products, as they become available and whenever they are updated, to the Tivoli software information center Web site. Access the Tivoli software information center by first going to the Tivoli software library at the following Web address: Scroll down and click the Product manuals link. In the Tivoli Technical Product Documents Alphabetical Listing window, click M to access all of the IBM Tivoli Monitoring product manuals. Note: If you print PDF documents on other than letter-sized paper, set the option in the File Print window that allows Adobe Reader to print letter-sized pages on your local paper. The IBM Software Support Web site provides the latest information about known product limitations and workarounds in the form of technotes for your product. You can view this information at the following Web site: viii IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

11 Ordering publications You can order many Tivoli publications online at the following Web site: publications/cgibin/pbi.cgi You can also order by telephone by calling one of these numbers: v In the United States: v In Canada: In other countries, see the following Web site for a list of telephone numbers: Accessibility Accessibility features help users with a physical disability, such as restricted mobility or limited vision, to use software products successfully. With this product, you can use assistive technologies to hear and navigate the interface. You can also use the keyboard instead of the mouse to operate most features of the graphical user interface. Tivoli technical training For additional information, see the Accessibility Appendix in the IBM Tivoli Monitoring for Transaction Performance Administrator s Guide. For Tivoli technical training information, refer to the following IBM Tivoli Education Web site: Conventions used in this guide Typeface This guide uses several conventions for special terms and actions, and operating system-dependent commands and paths. conventions This guide uses the following typeface conventions: Bold Italic v Lowercase commands and mixed case commands that are otherwise difficult to distinguish from surrounding text v Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons, list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs, property sheets), labels (such as Tip:, and Operating system considerations:) v Keywords and parameters in text v Words defined in text v Emphasis of words (for example, Use the word that to introduce a restrictive clause. ) v New terms in text (except in a definition list) About this guide ix

12 v Variables and values you must provide Monospace v Code and other examples v File names, programming keywords, and other elements that are difficult to distinguish from surrounding text v Message text and prompts addressed to the user v Text that the user must type v Values for arguments or command options Operating system-dependent variables and paths The publications in this library use the UNIX convention for specifying environment variables and for directory notation. When using the Windows command line, replace $variable with %variable% for environment variables and replace each forward slash (/) with a backslash (\) in directory paths. The names of environment variables are not always the same in Windows and UNIX. For example, %TEMP% in Windows is equivalent to $tmp in UNIX. Note: If you are using the bash shell on a Windows system, you can use the UNIX conventions. Tivoli command syntax The following special characters define Tivoli command syntax: [ ] Identifies elements that are optional. Required elements do not have brackets around them.... Indicates that you can specify multiple values for the previous element. Separate multiple values by a space, unless otherwise directed by command information. If the ellipsis for an element follows a closing bracket, use the syntax within the brackets to specify multiple values. For example, to specify two administrators for the option [ a admin]..., use a admin1 a admin2. If the ellipsis for an element is within the brackets, use the syntax of the last element to specify multiple values. For example, to specify two hosts for the option [ h host...], use h host1 host2. Indicates mutually exclusive information. You can use the element on either the left or right of the vertical bar. { } Delimits a set of mutually exclusive elements when a command requires one of them. Brackets ([ ]) are around elements that are optional. In addition to the special characters, Tivoli command syntax uses the typeface conventions described in Typeface conventions on page ix. The following examples illustrate the typeface conventions used in Tivoli command syntax: v wcrtpr [ a admin]... [ s region] [ m resource]... name The name argument is the only required element for the wcrtpr command. The brackets around the options indicate they are optional. The ellipsis after the a admin resource option means that you can specify multiple administrators multiple times. The ellipsis after the m resource option means that you can specify multiple resources multiple times. x IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

13 v wchkdb [ o outfile] [ u] [ x] { f infile i object...} The f, i, and object elements are mutually exclusive. Braces that surround elements indicate that you are including a required element. If you specify the object argument, you can specify more than one object. About this guide xi

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15 Chapter 1. Introduction to problem determination This problem determination guide explains how to troubleshoot IBM Tivoli Monitoring for Transaction Performance. Troubleshooting, or problem determination, is the process of determining why a product is behaving in unexpected ways. This chapter contains the following sections, which provide general guidelines for troubleshooting problems you might have while using the product: v Problem classification v Finding Release Notes on page 2 v Tivoli Support Technical Exchange on page 3 v Contacting IBM Software Support on page 4 Problem classification This book groups common problems and frequently asked questions into the following broad categories: Log files Log files contain information about errors and other events that occur across your product environment. See Chapter 2, Using, maintaining, and troubleshooting log files, on page 7. Installation and uninistallation You might experience problems during installation and uninstallation of the product and product components. Common problems are described in Chapter 3, Troubleshooting installation and uninstallation, on page 21. Components There are several problems that can occur during use of the monitoring components, which collect performance data for your business transactions. These component-related problems are discussed in Chapter 4, Troubleshooting the monitoring components, on page 37. Reports The reports, which graphically display the performance data collected across your environment, might fail to render in certain circumstances, or they might display data in unexpected ways. These kinds of problems are described in Chapter 5, Troubleshooting reports, on page 65. Miscellaneous problems The miscellaneous category includes problems related to the management server and management agents, the policies in which you define how the monitoring components collect data, and schedules assigned to the policies. This category also includes problems you might encounter with Tivoli Enterprise Console, Tivoli Data Warehouse, and the databases you are using. Miscellaneous problems are described in Chapter 6, Troubleshooting miscellaneous problems, on page 73. Product messages This product generates a wide range of messages that explain problems that you might be having. The product messages are listed and described in Chapter 7, Product messages, on page 87. 1

16 Finding Release Notes Viewing Events sent to Tivoli Enterprise Console The product also generates events that are sent to the Tivoli Enterprise Console. These events are listed and described in Chapter 8, Events sent to the IBM Tivoli Enterprise Console, on page 189. You can find Release Note information online by viewing IBM Technotes. Technotes replace the Release Notes manual for this product. Technotes are short documents that cover a single topic. You can search the Technote collection for common problems and solutions, as well as known limitations and workarounds. Technotes are continuously updated to provide current product information. The following two procedures describe how to view Technotes and subscribe to have future Technotes ed to you. Alternatively, you can watch demos of these procedures at the following Web site: Technotes Perform the following actions to access Technotes for this product: 1. Launch the IBM Software Support Web site: 2. In the Products A - Z field, select the product name to open the product-specific support site. For this product, select I IBM Tivoli Monitoring for Transaction Performance. 3. In the Self help field, click Technotes. 4. Scroll through the Technotes, or you can optionally type a search term to refine the displayed data. For tips on refining your search, click Search tips. Creating an subscription to Technotes You can subscribe to receive notification about product tips and newly published fixes through My support, a personalized portal that enables you to: v Specify the products for which you want to receive notifications v Choose from flashes, downloads, and Technotes v Receive an update in your inbox Perform the following actions to subscribe to My support s: 1. Launch an IBM support Web site such as the following site: 2. Click My support in the upper-right corner of the page. 3. If you have not yet registered, click register in the upper-right corner of the support page to create your user ID and password. 4. Sign in to My support. 5. On the My support page, click Edit profile. 6. Select a product family and continue setting your preferences to specify the information you want in your s. 7. Click Submit. 2 IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

17 Tivoli Support Technical Exchange You can become a participant in the new Tivoli Support Technical Exchange, where you can expand your technical understanding of your current Tivoli products in a convenient format hosted by Tivoli support engineers. This program provides support discussions containing product information, troubleshooting tips, common issues, problem solving resources and other support assistance. Tivoli engineers provide subject matter expert direction and value as Exchange leaders. By participating in the Exchange, you can learn to manage your Tivoli products with increased effectiveness. How does Tivoli Support Technical Exchange work? Review the schedule of Exchange sessions. Find a topic of interest and select register. Provide your name, phone number, company name, number of attendees, the Exchange Topic and IBM Customer number. You will be invited to attend a 1-2 hour conference call where the information is presented. The new Tivoli Support Technical Exchange can help with the following areas: v Increased product knowledge v Ways to avoid common pitfalls v Support recommendations v Proactive customer support v Helpful hints and tips v Knowledge transfer v Expansion of your knowledge base For more information or to suggest a future Exchange session, contact Support Technical Exchange (xchange@us.ibm.com). To learn more, visit the following Web site: 3.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html Support information This section describes the following options for obtaining support for IBM products: v Searching knowledge bases v Contacting IBM Software Support on page 4 Searching knowledge bases If you have a problem with your IBM software, you want it resolved quickly. Begin by searching the available knowledge bases to determine whether the resolution to your problem is already documented. Search the information center on your local system or network IBM provides extensive documentation that can be installed on your local machine or on an intranet server. You can use the search function of this information center to query conceptual information, instructions for completing tasks, reference information, and support documents. Search the Internet If you cannot find an answer to your question in the information center, search the Internet for the latest, most complete information that might help you resolve your problem. To search multiple Internet resources for your product, expand the product folder in the navigation frame to the left and select Web search. From this topic, you can search a variety of resources including: Chapter 1. Introduction to problem determination 3

18 v IBM technotes v IBM downloads v IBM Redbooks v IBM DeveloperWorks v Forums and newsgroups v Google Contacting IBM Software Support IBM Software Support provides assistance with product defects. Before contacting IBM Software Support, your company must have an active IBM software maintenance contract, and you must be authorized to submit problems to IBM. The type of software maintenance contract that you need depends on the type of product you have: v For IBM distributed software products (including, but not limited to, Tivoli, Lotus, and Rational products, as well as DB2 and WebSphere products that run on Windows or UNIX operating systems), enroll in Passport Advantage in one of the following ways: Online: Go to the Passport Advantage Web page ( Passport_Advantage_Home) and click How to Enroll By phone: For the phone number to call in your country, go to the IBM Software Support Web site ( and click the name of your geographic region. v For IBM eserver software products (including, but not limited to, DB2 and WebSphere products that run in zseries, pseries, and iseries environments), you can purchase a software maintenance agreement by working directly with an IBM sales representative or an IBM Business Partner. For more information about support for eserver software products, go to the IBM Technical Support Advantage Web page ( If you are not sure what type of software maintenance contract you need, call IBMSERV ( ) in the United States or, from other countries, go to the contacts page of the IBM Software Support Handbook on the Web ( and click the name of your geographic region for phone numbers of people who provide support for your location. Follow the steps in this topic to contact IBM Software Support: 1. Determine the business impact of your problem. 2. Describe your problem and gather background information. 3. Submit your problem to IBM Software Support. Determine the business impact of your problem When you report a problem to IBM, you are asked to supply a severity level. Therefore, you need to understand and assess the business impact of the problem you are reporting. Use the following criteria: Severity 1 Critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution. 4 IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

19 Severity 2 Significant business impact: The program is usable but is severely limited. Severity 3 Some business impact: The program is usable with less significant features (not critical to operations) unavailable. Severity 4 Minimal business impact: The problem causes little impact on operations, or a reasonable circumvention to the problem has been implemented. Describe your problem and gather background information When explaining a problem to IBM, be as specific as possible. Include all relevant background information so that IBM Software Support specialists can help you solve the problem efficiently. To save time, know the answers to these questions: v What software versions were you running when the problem occurred? v Do you have logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information. v Can the problem be recreated? If so, what steps led to the failure? v Have any changes been made to the system? (For example, hardware, operating system, networking software, and so on.) v Are you currently using a workaround for this problem? If so, please be prepared to explain it when you report the problem. Collect configuration information If you encounter an issue, IBM Software Support might ask you to run the configuration collector tool and send them the resulting file. This tool gathers all relevant log files, trace dumps, and configuration data for the management server or a management agent. To collect the full configuration data for a management server, run the following command. Note: Make sure that the shell has DB2 or Oracle environment settings initialized. For UNIX : $MS_HOME/scripts/collectMSCfg.sh all_ms -WASDir $WAS_HOME -to /tmp For Windows: %MS_HOME%\scripts\collectMSCfg all_ms -WASDir %WAS_HOME% -to C:\tmp This generates a zip file, TMTP53Cfg-YYYY-MM-DD.zip, in the specified directory (where YYYY-MM-DD is today s date). If there is already a configuration zip file with that same date, the tool does not run until you manually remove the previous zip file (to prevent accidental overwriting). To collect the full configuration data for a management agent, run the following command: For UNIX: $MA_HOME/bin/collectMACfg.sh all_ma -to /tmp For Windows: %MA_HOME%\bin\collectMACfg all_ma -to C:\temp Submit your problem to IBM Software Support You can submit your problem in one of two ways: Chapter 1. Introduction to problem determination 5

20 v Online: Go to the Submit and track problems page on the IBM Software Support site ( Enter your information into the appropriate problem submission tool. v Do you have logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information. v Can the problem be recreated? If so, what steps led to the failure? v Have any changes been made to the system? (For example, hardware, operating system, networking software, and so on.) v Are you currently using a workaround for this problem? If so, please be prepared to explain it when you report the problem. If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Whenever possible, IBM Software Support provides a workaround for you to implement until the APAR is resolved and a fix is delivered. IBM publishes resolved APARs on the IBM product support Web pages daily, so that other users who experience the same problem can benefit from the same resolutions. 6 IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

21 Chapter 2. Using, maintaining, and troubleshooting log files The two types of logging Message This chapter contains the following sections, which describe message and trace logging and explain how to gather information from log files: v The two types of logging v Accessing and viewing logs on page 10 v Configuring trace logging on page 14 v First Failure Data Capture on page 19 v Troubleshooting problems with log files on page 20 This section describes message logs and trace logs, which are the two types of logs that contain information about what has occurred during use of the product. logs Message logging refers to the text and numeric messages created by IBM Tivoli Monitoring for Transaction Performance. These internationalized messages relay information about how the product is performing and can alert you to exceptional conditions. Messages are sent to an output destination such as a file, database, or console screen for later inspection, and they can be filtered. Log file rotation for storing message logs Messages are kept in rotating log files named as follows: Table 1. Names of rotating message log files Source of messages Message log file names Management server msg-ms.log (most recent log file) msg-ms1.log, msg-ms2.log, msg-ms3.log, msg-ms4.log Management agent msg-ma.log (most recent log file) msg-ma1.log, msg-ma2.log, msg-ma3.log, msg-ma4.log By default, the message files roll when they reach capacity (10 MB) with a maximum of five existing files. This means that after the msg-ms.log file or msg-ma.log file reaches a size of 10 MB, the information is copied from this file into a new file, msg-ms1.log or msg-ma1.log, and from there into msg-ms2.log or msg-ma2.log, and so on. The most recently logged information is always kept in msg-ms.log (for management server logs) or msg-ma.log (for management agent logs). Message log format IBM Tivoli Monitoring for Transaction Performance messages have unique message identification numbers and help content fields. The log record format is as follows: <Message ID="messageID" Severity="severity"> <Time Millis="timeStamp">formattedTime</Time> <Server Format="format">serverName</Server> <ProductId>productId</ProductId> <Component>componentName</Component> <ProductInstance>instance</ProductInstance> <LogText><![CDATA[log message]]></logtext> <Source FileName="fileName" Method="methodName"/></Source> 7

22 <TranslationInfo Type="type" Catalog="catalogName" MsgKey="msgKey"> <Param><![CDATA[parameter]]></Param>... </TranslationInfo> <Principal>principalId></Principal> </Message> where: messageid Is the unique message identifier. An example of a message ID for this product is BWMCR3001E. The message ID consists of the following parts: BWM Identifies the message as belonging to IBM Tivoli Monitoring for Transaction Performance. CR Identifies the component returning the message Identifies the unique serial number of the message E Identifies the severity of the message and can be one of the following: I Informational messages provide feedback about something that has happened in the product or system that may be important. These messages can provide guidance when you are requesting a specific action from the product. W Warning messages call your attention to an exception condition. The condition might not be an error, but could cause problems if not resolved. E Error messages indicate that an action cannot be completed because of a user or system error. These messages require user response. severity Indicates the degree of impact on the running program. Valid values are ERROR, WARN or INFO. timestamp Specifies the time the log was produced, in milliseconds since January 1, formattedtime Specifies the event time in ISO 8601 format. For example, :37: :00. format Specifies the domain of the server name (for example, IP). servername Indicates the host where the record was generated. productid Is the three-letter code assigned to the product for uniquely identifying its messages (for example, BWM). componentname Represents a runtime grouping of the parts of a product. If a product has multiple applications, the component name reflects the name of the application. instance Represents a specific installation on that machine. 8 IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

23 log message Is the translated message text. filename Is the filename of the source from where message record was generated. methodname Is the method name from where message record was generated. type Specifies the type of the catalog. Valid values are JAVA or XPG4. catalogname Specifies the name of the catalog or resource bundle where the message has been stored. msgkey Specifies the key for the message within the catalog or resource bundle. parameters Is a set of parameters for the message. principalid Specifies the identification of the user or program on behalf of which the action was carried out. Trace logs Trace logs capture information about the operating environment when component code fails to operate as intended. These logs are in the English language only. IBM Software Support uses the information captured by trace loggers to trace a problem to its source or to determine why an error occurred. By default, minimal logging is enabled. Log file rotation for storing trace logs Trace logs are stored in a configurable number of rotating log files, as follows: Table 2. Names of rotating trace logs Source of messages Trace lognames Management server trace-ms.log (most recent log file) trace-ms1.log, trace-ms2.log, trace-ms3.log, trace-ms4.log Management agent trace-ma.log (most recent log file) trace-ma1.log, trace-ma2.log, trace-ma3.log, trace-ma4.log By default, trace files roll when they reach capacity (10 MB) with a maximum of five existing files. This means that after the trace-ms.log or trace-ma.log file reaches a size of 10 MB, the information is copied from this file into a new file, trace-ms1.log or trace-ma1.log, and from there into trace-ms2.log or trace-ma2.log, and so on. The most recently logged information is always kept in the trace-ms.log (for management server logs) or trace-ma.log (for management agent logs). Trace log format The trace log record format is as follows: <Trace Level="level"> <Time Millis="timeStamp">formattedTime</Time> <Server Format="format">serverName</Server> <ProductId>productId</ProductId> <Component>componentName</Component> <ProductInstance>instance</ProductInstance> <LogText><![CDATA[trace message]]></logtext> <Source FileName="fileName" Method="methodName"/></Source> Chapter 2. Using, maintaining, and troubleshooting log files 9

24 <Process>processId</Process> <Thread>threadId</Thread> <Exception>exception</Exception> <Principal>principalId</Principal> </Trace> Where: level Indicates the level of the detail the trace represents. MAX indicates a deep level of tracing. MID indicates a level between MAX and MIN. MIN indicates a minimum level of tracing. timestamp Shows the time the log was produced, specified in milliseconds since January 1, 1970 (for example, ). formattedtime Indicates the event time in ISO 8601 format (for example, :37: :00). format Specifies the domain of the server name (for example, IP). servername Indicates the host where the record was generated. ProductId Is the three-letter code assigned to the product for uniquely identifying its messages (for example, BWM). componentname Represents a run-time grouping of the parts of a product. If a product has multiple applications, the component name reflects the name of the application. instance Represents a specific installation on that computer. trace Accessing and viewing logs message Is the text of the message. filename Specifies the filename of the source where the trace record was generated. methodname Specifies the method name where the trace record was generated. processid Is the process ID of the process that produced the trace record. threadid Is the thread ID of the thread that produced the trace record. principalid Specifies the ID of the user or program on behalf of which the action was carried out. This section describes the two ways in which you can access and view the log files that are generated in your environment: v Use the View Log Files feature in the product GUI. 10 IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

25 v Use the command-line interface to navigate with commands to the common logging directory, where all of the log files are stored. Viewing log files through the product GUI You can use the View Log Files feature to view message and trace logs. By providing you with a graphical, interactive interface to the logs, View Log Files streamlines and simplifies the process of accessing the files. By default, View Log Files displays message logs for the management server and all management agents. You can edit the report.properties file to enable the display of trace logs as well. See Editing report.properties to view trace logs in the GUI. Using View Log Files to access logs To view log files through the product GUI, perform the following steps: 1. Log on to the IBM Tivoli Monitoring for Transaction Performance GUI. 2. (If you want to see trace logs) Enable trace log viewing (see Editing report.properties to view trace logs in the GUI ). 3. Click System Administration View Log Files. 4. In the Choose Log File Source window, perform one of the following actions: v To view management server logs, select Choose Logs from the Choose Management Server Logs drop-down menu, and click Go. v To view logs from a management agent, select the management agent, select Choose Logs from the Choose Management Agent Logs drop-down menu, and click Go. 5. Select the log file you want to see, select View Log Events from the drop-down menu, and click Go. The resulting display shows all of the events that have been logged for the management server or management agent you have selected. Unless you have enabled trace log viewing (described in the following section), the display shows only message logs. You can filter the display in a variety of ways to inspect only the events you want to see. For instructions on filtering the messages, consult the online helps for View Log Files (click? in the upper-right corner to access help for the current window), or see the IBM Tivoli Monitoring for Transaction Performance Administrator s Guide. Editing report.properties to view trace logs in the GUI To access management server and management agent trace logs through View Log Files in the GUI, perform the following steps: 1. Open the MS_directory\config\report.properties file, where MS_directory is the directory where your management server is installed. 2. Remove the comment character (#) from the showtracefiles line, shown here: #showtracefiles=1 3. Save the report.properties file. Note: Trace logs are not translated. These logs are in English only. Viewing log files through the command-line interface In addition to using View Log Files in the GUI to access message and trace logs, you can use the command-line interface on a management agent. When you do so, Chapter 2. Using, maintaining, and troubleshooting log files 11

26 you always navigate to the location where all message and trace logs are stored for IBM Tivoli Monitoring for Transaction Performance. This directory is referred to as the common logging directory. You can edit the log.properties file to change the default location of the common logging directory. See Changing the location of the common logging directory on page 14 for more information. Default location of the common logging directory Depending on your platform, message logs are located by default in one of the following common logging directories: Table 3. Common logging directories Platform Windows UNIX OS/400 z/os Location ProgramFilesDir\IBM\tivoli\common\BWM\logs /var/ibm/tivoli/common/bwm/logs /QIBM/UserData/tivoli/common/BWM/logs /var/ibm/tivoli/common/bwm/logs Contents of the common logging directory The common logging directory contains the following directories and log files: 12 IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide

27 Table 4. Contents of the common logging directory Directories and log files Description J2EE directory A directory that contains a subdirectory for each of the J2EE-instrumented application servers in your environment and a message log file for each application server. The J2EE component can be deployed multiple times on any given management agent, but it is deployed only once per application server. For that reason, each instrumented server has its own set of log files. The complete set of J2EE log files is located in the following directory: common_logging_dir/j2ee The common_logging_dir/j2ee directory contains the following subdirectories: server_uuid Specifies the name of the instrumented server with logs you want to see, separated by an underscore from the unique identifier for the component on that server. For example, MyServer_102 identifies the MyServer instrumented server and the number assigned to the J2EE component on that server. On non-z/os operating systems: The server_uuid directory contains message files and trace logs, located in the following files: common_logging_dir/j2ee/server_uuid/msg-ma.log common_logging_dir/j2ee/server_uuid/trace-ma.log On the z/os operating system: The server_uuid directory on z/os contains the following file and directory for each active WebSphere process: v The LCK_n_pid file, where pid corresponds to a WebSphere process ID and n is a number assigned to identify the process. v The procn directory, where n is the same number used in the LCK_n_pid file. The log files for a process are located in the procn directory, as follows: common_logging_dir/j2ee/server_uuid/procn/msg-ma.log common_logging_dir/j2ee/server_uuid/procn/trace-ma.log When a process exits, it deletes its corresponding LCK file, but not the corresponding procn directory. The procn directory can then be reused as a logging destination for new processes. cli Contains logging from the J2EE cli commands. The trace file from the cli commands is located in the following directory: On non-z/os operating systems: common_logging_dir/j2ee/cli/trace-ma.log On the z/os operating system: common_logging_dir/j2ee/cli/procn/trace-ma.log The cli directory on z/os uses the same LCK_n_pid file and procn directory structure that the server_uuid directory uses on z/os. msg-ma.log The file containing error messages generated by the management agent. Chapter 2. Using, maintaining, and troubleshooting log files 13

28 Table 4. Contents of the common logging directory (continued) Directories and log files Description msg-ms.log The file containing error messages generated by the management server. This file also contains messages related to the uninstallation of the product and product components. trace-ma.log The file containing trace messages generated by the management agent. trace-ms.log The file containing trace messages generated by the management server. This file also contains trace messages related to uninstallation of the product or product components. trace-install.log The file containing trace messages related to installation of the product or product components. Messages related to uninstallation go to trace-ms.log. trace-tapmagent.log The file containing trace messages generated by the ARM agent. SystemOut.log The file containing startup messages for communication between the management server and management agents. This file is not usually used for debugging. SystemErr.log The file containing messages regarding communication errors that occur between the management agents and the management server. View this file when debugging management agent to management server communication issues. jmxservice.log (on Windows) The file containing messages that are written by the Tivoli Transperf Service as it is starting the NT/Windows service for the management agent. Table 5. Location of the log.properties file Platform Windows UNIX OS/400 z/os Changing the location of the common logging directory The location of the common logging directory is specified in the common log.properties file. To change the default location of the common logging directory, you can edit the log.properties file. Depending on your platform, the log.properties file is located as follows: Location ProgramFilesDir\ibm\tivoli\common\cfg\log.properties /var/ibm/tivoli/common/cfg/log.properties /QIBM/ProdData/tivoli/common/cfg/log.properties /var/ibm/tivoli/common/cfg/log.properties Configuring trace logging Changes to the log.properties file do not take effect until the next time you start the product. If you want to edit the file while the product is running, use the logcmd command. For more information about the logcmd command and its syntax, see Dynamically configuring logging properties on page 18. The following sections describe the ways in which you can configure trace logs to provide you with the specific information you need. Logging.properties file You can configure the logging mechanism used by IBM Tivoli Monitoring for Transaction Performance. Logging properties for the management server or management agent are stored locally in a properties file called logging.properties. 14 IBM Tivoli Monitoring for Transaction Performance: Problem Determination Guide