What information do I supply when opening a Middleware support case?

Updated -

When opening a case with JBoss Middleware Support, it is not known what information the support engineers will need to diagnose the issue. As a result, the first response from JBoss Support is often a request for additional information. This results in an initial delay to resolving the issue.

Assumptions

You are opening a JBoss Middleware support case in the Red Hat Customer Portal.

Solution

Technology specific information to supply when opening a JBoss support case.

Apache HTTPD Server

Files:

  1. /etc/httpd/conf/*.conf
  2. /etc/httpd/conf.d/*.conf
  3. httpd access and error logging from relevant hosts
  4. /etc/sysconfig/httpd

Information:

  1. Output from running httpd -V on Apache. For example: httpd -V > httpd.out. Note the capital "V". A small "v" will not produced the desired output.

JBoss HTTP Connector (mod_cluster)

  1. Files from Apache HTTPD Server section (Include conf.d/JBoss_HTTP.conf or similar)
  2. Files from JBoss EAP section

Apache Tomcat Connectors (mod_jk)

Files:

  1. boot.log
  2. httpd.conf
  3. workers.properties
  4. mod_jk.conf
  5. mod_jk.log
  6. JBOSS_HOME/server/SERVERCONF/deploy/JBOSSWEB/server.xml
  7. JBOSS_HOME/server/SERVERCONF/deploy/JBOSSWEB/META-INF/jboss-service.xml
  8. /etc/sysconfig/httpd (RHEL)

Information:

  1. Output from running httpd -V on Apache. For example: httpd -V > httpd.out. Note the capital "V". A small "v" will not produced the desired output.

  2. Output from running the ldd command on the mod_jk binary. For example: ldd mod_jk.so.

  3. How many CPUs and RAM does the JBoss box have?

  4. Are the JBoss instances collocated or on dedicated boxes?

  5. Is there a firewall between Apache and JBoss?

  6. Where was the mod_jk binary obtained (e.g. downloaded from apache.org, compiled in house, from OS vendor, etc.)?

  7. What version of mod_jk are you using? If not sure, run the following command: strings mod_jk.so | grep mod_jk/

  8. Exact version of JBoss.

Apache Tomcat

Files:

  1. server.conf
  2. catalina.out
  3. application web.xml

Information:

  1. Exact version of Tomcat.
  2. Exact OS and version.

Java Virtual Machine (JVM)

Files:

  1. boot.log
  2. GC logging
  3. run.conf, run.bat, or wherever JVM options are defined.

Information:

  1. Exact OS and version.
  2. Exact JVM and version.

JBoss Enterprise Application Platform (EAP)

Files:

  1. boot.log
  2. server.log

Information:

  1. Exact version of JBoss.
  2. Exact OS and version.
  3. Is it a single node, or multiple clustered nodes?
  4. List application deployables (jar/war/ear/sar) and where they are deployed.

On JBoss EAP 6.x run the 'JBoss Diagnostics Reporter' JDR

See https://access.redhat.com/solutions/221103

JBoss Portal

Files:

  1. boot.log
  2. server.log
  3. portlet.xml
  4. jboss-portlet.xml

Information:

  1. Exact OS and version.
  2. Is it a single portal node, or multiple clustered nodes?

JBoss Fuse Service Works (FSW)

  1. As FSW is based on either EAP or Fuse, supply the same artifacts these would require.
  2. Note that in some cases, a combination of artifacts may be best (i.e. if running Camel on EAP, then artifacts of both types)

JBoss Fuse 6.*

Files:

  1. $data/log/fuse.log*

Where $data is the default value of the KARAF_DATA environment variable which is your ./data directory in your installation.

Information:

  1. Exact version of JBoss Fuse with patches
  2. Are the containers deployed in a Fabric?
  3. Exact version of Java, as reported by java -version

  4. Application spring configuration, or Blueprint configuration file (located in META-INF/spring/.xmllocated or in OSGI-INF/blueprint/.xml)

Camel
  1. debug logging - enable debug logging by changing the etc/org.ops4j.pax.logging file, log4j.rootLogger property to DEBUG

  2. It can be helpful to enable the tracer on camel routes (trace="true" on the camel context). You may also do this dynamically through the route MBean operation using JConsole or Hawtio.

  3. Full camel route definitions

  4. Any relevant camel processor code

  5. If project is maven based, the complete project if it is small or at least pom file.

  6. If the route had been previously working, a thorough description of when the problem arose, system related activities and what changes may have been made around that time.

Bundle related issues
  1. Increase the logging level according, set DEBUG in the Karaf console will be suitable
  2. Identify the bundle ID using the osgi:list command and attach the output.
  3. Execute the command "headers " and capture the output. Note items in red as these are missing dependencies.
Security related issues
  1. Capture the output of jaas:realms
  2. If you have configured an alternative security system as LDAP, please provide details of that system and the corresponding configuration file.
  3. Increase the logging level to DEBUG from karaf console
  4. If LDAP is deployed, use the debug=true in the module definition
Fabric
  1. Provide the output of the fabric:container-list command.

  2. Provide the output of fabric:ensemble-list

  3. Identify which container is problematic and when the issue started.

  4. Maximize the logging to DEBUG via etc/org.ops4j.pax.logging file.

  5. If the issue is specific to one profile, provide the out of the fabric:profile-display command

  6. If a specific application is at hand, please provide the corresponding application.

  7. Please provide the contents of the etc/org.ops4j.pax.url.mvn.cfg if a maven related issue occurs.

  8. Provide the output of config:list from the affected container.

  9. $data/log/karaf.log* from each container in the fabric.

Where $data is the default value of the KARAF_DATA environment variable which is your ./data directory in your installation.

JBoss A-MQ 6.*

Files:

  1. data/log/amq.log*
  2. etc/activemq.xml

Where data is the default value of the KARAF_DATA environment variable. By default this is the /data directory.

Information:

  1. Exact version of JBoss A-MQ

  2. Exact version of Java, as reported by java -version

  3. For stuck or missing messages attach the output of the activemq:bstat command

  4. For message store issues, a backup of the message store (e.g. kahadb)

  5. For out of memory issues - a heap dump

  6. For performance issues - capture multiple (e.g. 3) thread dumps spaced every 20 seconds in combination with GC logging.

  7. Screen shots of broker stats

  8. Screen shot of the JMX stats for the destination in question

  9. For failover issues turn on org.apache.activemq.transport logging

JBoss Data Services (EDS 5) and JBoss Data Virtualization (DV 6)

Files:

  1. boot.log
  2. server.log
  3. teiid-command.log
  4. xxx-vdb.xml
  5. xxx.vdb
  6. xxx-ds.xml
  7. $JBOSS_HOME/server/$PROFILE/deploy/teiid/teiid-jboss-beans.xml (EDS 5 only)
  8. Configuration file standalone.xml or domain.xml (DV 6 only)

For DV 6 also refer to:
TRACE logging for Data Virtualization
How do I generate a Query Plan in EDS and JDV?

Information:

  1. Exact version of EDS or DV
  2. Exact OS and version.
  3. Exact JBDS and Teiid Designer version.

    • JBDS version - Run JBDS -> Help -> About JBoss Developer Studio

    • Teiid Designer version - Run JBDS -> Help -> About JBoss Developer Studio -> Installation Details -> Installed Software -> Teiid Designer

  4. If you provide the teiid-command.log, we can check calling query from clients.

    • You have to uncomment following jboss-log4j.xml configuration.
       <!-- un-comment to enable Teiid COMMAND log,
            NOTE:  if there are categories above this appender, this will need to be moved above the categories
                                    in order for this appender to work.
       <appender name="COMMAND" class="org.jboss.logging.appender.RollingFileAppender">
         <param name="File" value="${jboss.server.log.dir}/teiid-command.log"/>
         <param name="MaxFileSize" value="1000KB"/>
         <param name="MaxBackupIndex" value="25"/>
          <layout class="org.apache.log4j.PatternLayout">
             <param name="ConversionPattern" value="%d %-5p [%c] (%t:%x) %m%n"/>
          </layout>
       </appender>  
       -->
    
       <!-- un-comment to enable COMMAND log - also needs the COMMAND appender to be uncommented
       <category name="org.teiid.COMMAND_LOG" additivity="false">
          <priority value="DEBUG"/>
          <appender-ref ref="COMMAND"/>
       </category>
       -->
    
  5. If you provide following files under the $PROFILE/deploy directory, we can check your EDS application detail.

    • xxx-vdb.xml file - If you deployed dynamic VDB

    • xxx.vdb file - If you deployed VDB which is created JBDS

  6. If you provide xxx-ds.xml, we will confirm data source configuration for your EDS application

Red Hat MRG Messaging (MRG-M)

Follow this solution (basically, provide sosreport and qpidd broker logs).

To run sosreport the sos package must be installed. If for any reason the package is not present, please follow the steps in this article to install it: What is a sosreport and how do I create one

BRMS 6.0.*

Information:

Issues about runtime rules not firing or wrong order:

  1. Exact version of BRMS

  2. Is the latest roll up patch applyed ?

  3. Rule files (DRL, Guided Decision Tables, JCR export (version 5 only), git repository (version 6 only))

  4. Knowledge Runtime logger: How to enable runtime logging in BRMS and BPM Suite?

  5. Fact model used (model jars)

  6. kmodule.xml

  7. Reproducer (when possible)

Issues about Business Central editors:

  1. Application Server log (e.g. server.log for EAP)

  2. Screenshots

  3. Browser used

  4. Application server where it is deployed

  5. Rule files (DRL, Guided Decision Tables, JCR export (version 5 only), git repository (version 6 only))

BPM Suite 6.0.*

Information:

Issues about runtime process execution:

  1. Exact version of BPM Suite

  2. Is the latest roll up patch applyed ?

  3. Database used

  4. Application Server log (e.g. server.log for EAP)

  5. Is the process executed by Kie Remote APIs (Rest, JMS) or wrapping the jBPM API directly ?

  6. Is spring being used ? If yes, provide spring beans file

  7. Process Files (.bpmn2, custom domain workitems if used, JCR export (version 5 only), git repository (version 6 only))

  8. Fact model used (model jars)

  9. kmodule.xml

  10. Reproducer (when possible)

Issues about Business Central editors:

  1. Application Server log (e.g. server.log for EAP)
  2. Screenshots
  3. Browser used
  4. Application server where it is deployed
  5. Rule and Process files (.bpmn2, DRLs, repository exports, etc)

JBoss Operations Network (JBoss ON)

Files:

  1. server.log
  2. agent.log
  3. rhq-server.properties

Information:

  1. Exact version of JBoss ON.
  2. Exact OS and version.
  3. Screenshot of the issue, if relevant.

Red Hat JBoss Developer Studio 8.0.0

Files:

  1. jbdevstudio.ini
  2. From inside JBDS go to the Report a problem menu and attach the resulting zip to the case
  3. Possible screen cast showing the problem if it's UI based issue

Information:
1. Exact version of Developer Studio
2. What tooling was the issue seen on?
3. What sort of project was being worked on?

Close

Welcome! Check out the Getting Started with Red Hat page for quick tours and guides for common tasks.