Troubleshooting

If a problem occurs with your Salesforce B2C Commerce installation, you will need to know the best ways to approach it to minimize customer impact and avoid frustration.

What Is Your Approach?

There are many ways to approach a problem, but in general, you will need to clearly identify the source of the error.

  1. Can you see an error on a web page?
    • Document your most recent actions leading up to the problem.
    • If it's a non-production system, use the Show Request Log to get more detailed error information.
    • If it's a production system, determine the session ID, document the URL and the exact time to help find the corresponding error in log files.
  2. Did a user report an error?
    • Are session ID, URL, exact time, performed activity information available? Try to correlate this information with the log messages.
    • Review error log files daily during the QA phase and production.
  3. Try to reproduce the error. Then document your findings clearly and precisely. The more details, the better.
  4. Request the Web Adapter log files to identify the click stream and the original referer.
  5. In more complex situations, use code instrumentation to capture more detailed information.
Tip: Code instrumentation: adding extra statements to source code for the purposes of testing, debugging, tuning, or tracing.

What Should You Consider?

Key aspects to consider include:

Item to consider Helps you understand
Infrastructure How the various components work together.

Session ID / Request ID

How to track requests and sessions.

Log Files / Log Levels

How to glean important information from the log file.

Remote Includes

Additional Application Server requests.

Web Adapter Log Files

More in-depth details about Web Adapter requests.

Staging Problems

How to identify and correct staging problems.

B2C Commerce Performance

How to monitor new code after deployment to identify or prevent performance problems.

Database Churn

How spikes in database operations can relate to creating, updating, and deleting objects in the database.

Reporting to Commerce Cloud Support Who to notify concerning specific types of issues and how to notify them

Related Links

Site Performance

Understanding Log Files

Understanding the WebDAV Transfer Log