Question & Answer
Question
How can I gather additional information for IBM Support to resolve issues with the IBM Rational ClearCase Remote Client (CCRC) version 7.1.x?
Answer
Note: The user collecting the data below needs to be logged in as an Administrator for Windows or as root on Unix or Linux in order to execute the data collection, otherwise much of the data is not available and collected.
Click the following topics for more information:
Automating diagnostics by using the IBM Support Assistant
Install the IBM Support Assistant Lite for ClearCase 7.1.x to automate the data collection steps for ClearCase version 7.1.x running on Windows, the UNIX system, and Linux . See tech note 1407512 for download and usage information. The tool provides the following collector types for the ClearCase Remote Client (CCRC) and Change Management Server (CM Server) diagnostics:
Run these collectors with administrator privileges. |
Default installation locations
Following are the default installation directories for Rational home and Rational common components. If you use a different installation path than the default, adjust the path names accordingly.
RATIONAL_HOME refers to the location where Rational products are installed.
RATIONAL_COMMON refers to the location where common components are installed.
Attention: On some UNIX operating systems, the path might include an ibm directory specified by using lowercase letters. You can also access the Rational home and common directories by using the following symbolic paths:
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Performing basic system verification
Attention: In steps 2 through 4, if you do not receive verification that the software is running correctly, take a screen capture or save the message to a file for IBM Support.
1. Check that the system requirements are met. For more information, see tech note 1302974. 2. Verify that IBM HTTP Server (IHS) is running by accessing the following URL: http://<server_name>
If the service is running, the following welcome message appears:
3. Verify that the CM Server is running by accessing the following URL: http://<server_name>/TeamWeb/services/Team
If the service is running, the following welcome message appears: Hi there, this is a Web service! 4. Verify that the RPC services are running. See the topic Checking RPC Servers in the ClearCase Information Center. |
Gathering diagnostic logs for CCRC
1. If requested by a ClearCase Support Engineer, enable tracing in the CCRC server components by using the CM Server Administration utility at the following URL:
http://<server_name>/TeamAdminWebIn the login prompt, specify the CM Server host name and the SOAP port number 12880. If the CM Server is hosted on your own IBM WebSphere Application Server, the SOAP port is 8880. Click Connect to log in to the utility. Click Site Administration > Configuration, select the CM Server Options tab, and enter the values suggested by the Support Engineer for the CCRC tracing subsystem and CCRC trace level fields. Then click OK. 2. If requested by the Support Engineer, see the section Gathering diagnostic logging and information for CM Server below for instructions on increasing the CM Server logging levels. 3. Stop the CM Server and service. See the topic "Starting, stopping, and restarting CM Server" in the ClearCase Information Center. Attention: Performing this step will also stop the ClearQuest Web server and CM API operations if these are hosted on the same computer. 4. Restart all the Web services. 5. Reproduce the problem behavior with the CCRC client. 6. Stop all Web services again. 7. Gather all the logs in these directories (substitute forward slashes in the path specifications on the UNIX system and Linux):
8. If you have adjusted the logging levels for CM Server, you must restore the original settings to avoid performance issues that might occur when tracing is enabled for too long or for too many components at one time. See the section Gathering diagnostic logging and information for CM Server below. 9. Restart all Web services. 10. Resume using CCRC. |
Gathering diagnostic logging and information for CM Server
Attention: Use the instructions in this section only at the request of a ClearCase Support Engineer.
Sometimes you need to gather diagnostic information for the CM Server as well as the CCRC client and server components. The next sections describe how to prepare CM Server diagnostic information. Collecting MBean attribute information You can configure CM Server using a different variables called MBean attributes. If you experience problems with CCRC or CM Server, verify that these attributes are set correctly. Incorrect attribute values can cause problems. Use the following instructions to send IBM Support a summary of your custom MBean configuration settings: 1. Locate the following directories:
<RATIONAL_COMMON>\CM\profiles\cmprofile\config\cells\ <host>CMProfileNode01Cell\ nodes\<host>CMProfileNode01Cell\servers\server1\stp
<RATIONAL_COMMON>\CM\profiles\cmprofile\config\cells\ dfltCell\nodes\dfltNode\servers\server1\stp
<RATIONAL_COMMON>/CM/profiles/cmprofile/config/cells/ dfltCell/nodes/dfltNode/servers/server1/stp
stp does not exist, then you have not established any custom MBean attributes and thus cannot gather this data.2. The files described in step 1 store the current MBean attributes configured for CM Server. Collect all of the files in this directory. Further information on MBean configuration You can find more information about MBEAN configuration in the following documents:
Increasing CM Server logging levels This section describes how to increase the logging level detail. By changing the logging level, you increase the trace output and diagnostic information in the CM Server logs. This section also describes how to verify that the file count and file size of the logs are sufficient to reproduce a problem during a trace. Because increasing the diagnostic details can affect system performance, limit this activity to short time intervals. Remember to restore logging to the original settings when such details are not needed. 1. Point your browser to the WebSphere administrative console URL:
12060 . The default port for CM Server hosted on your own IBM WebSphere Application Server is 9060 .2. Log in to the WebSphere administrative console. 3. If you are using CCRC version 7.1.1, go to step 13. Otherwise, click Troubleshooting > Logs and Trace. 4. Click your server name. The default CM Server name is server1[</code>]. |
Product Synonym
ClearCase
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Document Information
Modified date:
23 June 2018
UID
swg21413762