Troubleshooting Configuration Issues

Problem	Description	Reference
You cannot diagnose the threads of My webMethods Server.	To diagnose My webMethods Server, you must start it in monitoring mode.	For more information, see Command Line Diagnostic Tools Requirements.
The diagnostics.log file does not contain the thread dump information collected by the threaddump command line tool.	Depending on the configuration of the log4j.xml file, the tool stores the result into a log file or does not store it at all.	Configure the log4j.xml file.
You need external support for your My webMethods Server threads.	When you diagnose My webMethods Server threads, you can create an XML output file. You can use the -o (-- output) and -x (-- xml) arguments to export the diagnostic information.	For more information, see threaddump.
The following exception occurs when you invoke functionality remotely (using RMI or JMX): Connection refused to host: 127.0.0.1; nested exception is: java.net.ConnectException: Connection refused: connect	You use the RMI_HOSTNAME property when you invoke functionality (start threaddump or memorydump tools) using RMI or JMX on remote UNIX servers. If not set, the remote system may refuse the connection, or may not be recognized by the tools.	Set a correct host name or IP address to accept remote connections and invoke functionality remotely (using RMI or JMX). For more information, see the Modifying Configuration Files section of the PDF publication Administering My webMethods Server.
The following exception occurs when you invoke functionality remotely (using RMI or JMX): java.rmi.NoSuchObject Exception: no such object in table	You use the RMI_HOSTNAME property when you invoke functionality (start threaddump or memorydump tools) using RMI or JMX on remote UNIX servers. If not set, the remote system may refuse the connection, or may not be recognized by the tools.	Set a correct host name or IP address to accept remote connections and invoke functionality remotely (using RMI or JMX). For more information, see the Modifying Configuration Files section of the PDF publication Administering My webMethods Server.
The displayed server threads report is too big and you cannot find a certain entry.	The server threads report can contain a large number of entries. To narrow the displayed information, you can filter on the thread names for specific entries. The filtering input is not case-sensitive.	For more information, see Using the Thread Dump Portlet.
You need a file that contains the server threads report to request further assistance.	You can export thread information to a file on the file system and use it for further assistance by external support organization.	For more information, see Using the Thread Dump Portlet.
You need to collect information about the My webMethods Server environment.	When you request assistance from the Software AG Global Support, you are asked to provide environment-specific information for My webMethods Server. To capture this information, you use the envcapture executable tool that is distributed with the installation of your server.	For more information, see envcapture.
You need a snapshot of your file system structure after a successful install or update/upgrade.	You can capture environment information and then use it as a checkpoint after a successful installation, update, upgrade, configuration, or deployment of My webMethods Server.	For more information, see envcapture.
You experience network connectivity problems.	You can capture information about the Internet connection settings.	For more information, see envcapture.
You experience database connectivity problems.	You can capture information about the database connection.	For more information, see envcapture.
You need to report information about the following: Log files. Configuration files. Installation folder structure, size, time stamps. File system permissions for the current operating system user account. Details about the local operating system and Java virtual machine. Details about the Internet connectivity and the connectivity to database.	The envcapture command line tool captures the required information. The tool uses the standard System.getProperties() and System.getenv() methods to obtain this information and include it in a report.	For more information, see envcapture.
The report file created by the envcapture tool does not contain a specific report.	Configure the -a\|--action option for the information type(s) that you want to capture. The default value is all.	For more information, see envcapture.
You want to compare snapshots created by the envcapture command line tool.	You can compare XML files that are part of the result of the envcapture tool.	For more information, see envcapture.
You encounter issues related to environment changes.	You can identify and troubleshoot issues related to environment changes.	For more information, see envcapture.
You need to find out what files have been added, updated, or deleted under the installation directory	You can use the envdiff tool to examine the structure of the XML files and outline the differences in the corresponding attributes: Folder structure File size MD5 hash Timestamp Permissions	For more information, see envdiff.
The reported differences within the XML files generated by the envcapture tool are too comprehensive or too superficial.	You can manually exclude artifacts from the comparison criteria. Using the options and arguments that are available to the tool, you can exclude specific directory sub trees by specifying the root directory name of the sub tree, or attributes from the comparison and therefore from the result.	For more information, see envcapture.
You encounter problems when you start a tool in a directory on the file system that differs from the default one.	You use the default location to start the diagnostic tools. To invoke a tool from an alternative location on the file system, make sure that you set the WM_HOME global environment variable to point to Software AG_directory .	Configure environment variables.
You need to diagnose access permissions of directories.	The envdiff tool compares the user permissions of the directories and displays the difference in the result.	For more information, see envdiff.
Request further assistance from an external support organization about the memory allocation.	When the tool collects the information, it creates a memory dump file that can be read with any Java profiler tool.	For more information, see memorydump.
The memorydump diagnostic tool cannot start or analyze information.	Before you start the tool, make sure that the server instance is running. The tool requires the mws.pid file that is available in the server temp directory on the file system. The system creates this file when the server instance is started and removes the file when the server instance is shut down.	For more information, see: memorydump. Using the Memory Monitor Portlet.
The output file of the memory diagnostic tool is too big to be handled easily.	If the created file is large, the tool enables you to compress it and create a smaller .zip file with the compress option.	For more information, see memorydump.
You want to analyze the report file that is created by the memory diagnostic tool.	The memorydump tool captures the required information and stores it in a memory dump file. You can open and analyze the memory dump file with the standard JDK 1.6 jVisualVM tool that is available in the JAVA_home/bin directory, or an alternative Java profiler tool.	For more information, see: envcapture memorydump. Using External Command-Line Diagnostic Tools.
You receive many e-mail notifications about reaching memory thresholds. In some cases, the server restarts frequently.	System administrators configure the Memory Monitor properties and set the memory thresholds that define memory notifications, and, if configured, enable server restarts.	Adjust the memory thresholds. For more information, see Using the Memory Monitor Portlet.
You do not receive e-mail notifications when the memory thresholds are reached.	Memory Monitor notifications are sent only to the recipient e-mail accounts defined in the Memory Monitor configuration.	Make sure all intended recipients are listed in the configuration. For more information, see Using the Memory Monitor Portlet.
The server instance is not restarted after the FATAL memory threshold is reached.	The restartServer field is set to false by default.	Enable server restart upon FATAL conditions. For more information, see Using the Memory Monitor Portlet.
The tool does not analyze and display memory-monitoring information.	Configure the Memory Monitor properties and activate the tool by entering true in the enabled text field.	For more information, see Using the Memory Monitor Portlet.
The Memory Monitor is active but does not display information.	In My webMethods, enable the display by starting the memory monitor service.	For more information, see Using the Memory Monitor Portlet.
You want to monitor and analyze the performance of your CAF application.	The Performance Analysis tool enables portlet developers or administrators to measure and analyze the performance of My webMethods Server services and custom portlets or applications using an embedded performance-monitoring service.	For more information, see Using the Performance Analysis Portlet.
You want to analyze the application performance on alternative systems.	You can export the performance data and later on provide it for further analysis or import it and analyze it on another system or save it as reference information.	For more information, see Using the Performance Analysis Portlet.
The performance information is too comprehensive or too superficial.	Depending on the service that you configure and use, the tool displays lightweight or comprehensive performance information.	For more information, see Using the Performance Analysis Portlet.
The performance information is not detailed enough	If you own the source code of the application being tested you can implement custom performance tokens to capture more information.	Add performance tokens and enable the tool for comprehensive reporting. For more information, see Using the Performance Analysis Portlet.
You are not satisfied with the displayed content of a diagnostic portlet.	Configure the displayed content of My webMethods Server diagnostic portlet.	For more information, see: Using the Thread Dump Portlet. Using the Memory Monitor Portlet. Using the Performance Analysis Portlet. Using the Performance Statistics Portlet. Using the Log Analysis Tools.
You cannot import previously exported server snapshot information.	The tool imports an XML file and if the file structure contains performance information with the expected format, the tool analyzes and displays the snapshot information. The tool also exports a snapshot in CSV format, but this file cannot be imported and analyzed.	For more information, see Using the Performance Analysis Portlet.
The Log Analysis tool you are working with is not processing the correct log file.	The targeted log files (data source) is not configured correctly.	For more information, see Configuring Log Analysis Data Sources.
The Log Analysis tool you are working with does not display correct entries on a date basis.	Be sure your date ranges are correctly set. If you select a period that goes beyond the captured date range, the log data is displayed only for what is captured in the logs.	For more information, see Configuring the Log Analysis Time Period.