Problem(Abstract)


Collecting data for problems with Blueworx Voice Response. Gathering this MustGather information before contacting Blueworx support will help you understand the problem and save time analyzing the data.


Resolving the problem



If you have already contacted support, continue on to begin collecting Blueworx Voice Response MustGather data. Otherwise, click: MustGather: Read first for Blueworx Voice Response.


Collecting VRBE specific information

1. If the problem can be easily re-created collect a trace. There are 2 methods that can be used to collect a trace, the first requires a restart of VRBE but leaves trace always enabled. The second method does not require a VRBE restart but will not leave trace enabled if VRBE is later restarted.



Method 1: Enable VRBE trace via configuration.


  • Stop the VRBE environment (dtjstop followed by dtjshost -exit)
  • Stop the trcserv process (trcserv -k)
  • Create or edit the file /var/dirTalk/DTBE/native/aix/trcserv.ini and add the following lines:
    trace.mode=3
    trace.option=9
  • Edit /var/dirTalk/DTBE/dtj.ini, and add the line trace.option=9
  • Restart the VRBE environment (dtjshost followed by dtjstart)
  • Trace will appear in /var/dirTalk/DTBE/dtj_logs/wvrtrace.*
  • Recreate the problem. The trace files will be collected in dtbeProblem, there is no need to send them separately.
  • The trace.mode=3 line will force the trcserv process to output trace all of the time. So after capturing the problem, you should revert to the original setting (or delete the file).

    If support has requested a combined BVR and VRBE trace you will need to set trace.mode=5 in trcserv.ini to redirect the VRBE trace to a BVR AIX trace. If you do this, to capture the trace output you need to run a standard BVR trace
    (e.g. trace -a -1 -L32000000 -T1000000).
  • To format a BVR trace with VRBE trace included, run this command:
    print_trace | dtjtrcfmt > <output file>
  • Attach <output file> to the opened support ticket.

Method 2: Enable VRBE trace dynamically via runtime trace scripts.

  • Create or edit the file /var/dirTalk/DTBE/native/aix/trcserv.ini and add the following line:
    trace.mode=3
  • Run the command: trcserv -ry
  • Run the command: dtjtrcmod ALL 9
  • Trace will appear in /var/dirTalk/DTBE/dtj_logs/wvrtrace.*
  • Recreate the problem. The trace files will be collected in dtbeProblem, there is no need to send them separately.
  • To disable trace run the command: dtjtrcmod ALL 2

    If support has requested a combined BVR and VRBE trace you will need to set trace.mode=5 in trcserv.ini to redirect the VRBE trace to a BVR AIX trace. If you do this, to capture the trace output you need to run a standard BVR trace after running the "dtjtrcmod ALL 9" command
    (e.g. trace -a -1 -L32000000 -T1000000).
  • To format a BVR trace with VRBE trace included, run this command:
    print_trace | dtjtrcfmt > <output file>
  • Attach <output file> to the opened support ticket.

2. Collect dtbeProblem
Logon as the BVR userid (usually dtuser)
Collect the dtbeProblem data by typing "dtbeProblem /tmp"
The file /tmp/dtbeProblem.....tar.Z is the output from dtbeproblem.
Attach the dtbeProblem.....tar.Z to the opened support ticket.


What to do Next? 
When you have collected the preceding information submit the diagnostic information to Blueworx Support by submitting a request.

For a listing of all technotes, downloads, and educational materials specific to Blueworx Voice Response, search the Blueworx support site.