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HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
Troubleshooting
Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
Installation issues
Installing and uninstalling HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
Web server stops in debug mode in RAD
When using the Toolkit RAD tool, the WebSphere Commerce Test Server may unexpectedly stop when started in debug mode.

Documentation
HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
- Getting started
  HCL Commerce has different advantages for business users, administrators and developers. HCL Commerce targets each of these roles with a tailored set of offerings so that each of your users can get maximum benefit.
- Installing and deploying
  Learn how to install and deploy HCL Commerce development environments and HCL Commerce production environments.
- Migrating
  Before you migrate to HCL Commerce Version 9.1, review this information to help plan and execute your migration.
- Operating
  Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
- Integrating
  Topics in the Integrating category highlight the tasks that are commonly performed for using HCL Commerce in combination with other products.
- Administering
  Topics in the Administering category highlight tasks that are typically performed by the Site Administrator, to support daily operations of the HCL Commerce site.
- Customizing
  The topics in the Customizing section describe tasks performed by an application developer to customize HCL Commerce.
- Tutorials
  HCL Commerce provides many tutorials to help you customize and understand your HCL Commerce instance and stores.
- Samples
  Topics in the Samples category highlight the various samples that are provided with HCL Commerce.
- Compliance
  The following section describes how you can leverage HCL Commerce features and functionality to help your site be compliant with different privacy and security standards.
- Securing
  These topics describe the security features of HCL Commerce and how to configure these features.
- Performance
  Topics in the Performance section describe the means by which to plan, implement, test, and re-visit the optimization of HCL Commerce site performance.
- Troubleshooting
  Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
  - Contacting HCL Customer Support
    Open a Customer Support case to receive assistance with product defects or issues related to HCL Commerce.
  - MustGather requirements for HCL Support
    Use the following topics to gather the required information that you need to troubleshoot issues that you are facing with HCL Commerce with HCL Support.
  - The Must-Gather application
    The Must-Gather application helps collect troubleshooting information required to resolve HCL Commerce issues.
  - Store issues
    Review the following information when you encounter with any problems related to HCL Commerce stores.
  - Installation issues
    Installing and uninstalling HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
    - Project compilation errors
      After upgrading your version of HCL Commerce Developer, you can encounter compilation errors for projects within Rational Application Developer.
    - DB2 SQL Error: SQLCODE=-554, SQLSTATE=42502 when you try to load database schema
      When you are preparing a database for HCL Commerce Version 9, you need to run the initdb_db2_sample utility. During execution, you might encounter a message similar to the following error.
    - Oracle JDBC driver error (java.lang.NullPointerException)
      When using an Oracle database, and running the updatedb utility from the Utility server Docker container with the isStaging parameter specified, you can experience a NullPointerException error.
    - Transaction server stop working after installation
      If you install HCL Commerce Developer Version V9.0.0.2 or later on HCL Commerce Developer V9.0.0.0 or 9.0.0.1, your transaction server might not work properly and you might find Db2 connection errors in the log file.
    - InvalidOperation: (replace:String)
      When you are preparing a database for HCL Commerce Version 9, you need to run the initdb_db2_sample utility. During execution, you might encounter an InvalidOperation: (replace:String) error.
    - Cannot access localhost service after installation
      After you install HCL Commerce Developer and start the servers, you try to access the storefront or search services but you notice that localhost cannot connect or localhost refused.
    - Server errors in in SystemOut.log after installation
      After you install HCL Commerce Developer, run setdbtype, and start the servers, you might notice errors in the SystemOut.log.
    - Missing db2jcc4.jar library when starting HCL Commerce Developer
      When installing and starting HCL Commerce Developer for the first time, you can encounter a missing database Java archive file (.jar).
    - INTEGRITY_CHECK_FAILED_DURING_DECRYPTION Caused by StringIndexOutOfBoundsException in Solr-based search
      You may experience the following error during Solr-based search operations. This issue appears in the search-app logs and accompanied by a decryption failure and a StringIndexOutOfBoundsException.
    - Compilation errors occur when you run the HCL Commerce Build tool
      When using the HCL Commerce Build tool, you can encounter Java compilation errors caused by missing Java classes.
    - Lost connection to Elasticsearch in single-machine Docker configuration
      If your Docker containers are running on a single computer that uses Intel System Studio, you can experience eventual loss of your connection to Elasticsearch. To avoid this, enable the "Expose daemon without TLS" option.
    - Merchant key is not read from Vault during installation
      The merchantkey value is not being read from Vault by vaultConfigure.sh.
    - Store Preview feature fails with Kubernetes deployment
      After deploying HCL Commerce 9.1.12.0 via the Helm Chart, the Store Preview feature fails to load for React-based storefronts (Emerald and Sapphire).
    - INTEGRITY_CHECK_FAILED_DURING_DECRYPTION Caused by StringIndexOutOfBoundsException in Solr-based search
      You may experience the following error during Solr-based search operations. This issue appears in the search-app logs and accompanied by a decryption failure and a StringIndexOutOfBoundsException.
    - Prices are not reflected in the storefront and show Price pending
      After deploying HCL Commerce Developer with the Solr-based search solution, storefront URLs may display Price pending instead of actual product prices.
    - Storefront Error Messages
      When using Elasticsearch-based HCL Commerce search environments, the storefront may display error messages such as AxiosError: Request failed with status code 500 or 404 | This page could not be found. To resolve this issue, perform the steps below.
    - HCL Commerce entitlement
      If you install HCL Commerce or HCL Commerce Developer version 9.1.4.0 through 9.1.10.0 on any environment that runs a Transaction server, you are required to configure an entitlement check.
    - JCEPlus security provider
      The JCEPlus security provider is configured as the default security provider since Java 8 SR7, used in HCL Commerce from the 9.1.9.0 release. The JCEPlus provider was observed to have a native memory leak under some scenarios.
    - Project facet EAR version 7.0 is not supported
      When performing a fresh installation of HCL Commerce Developer 9.1.10.0 or 9.1.11.0, the error Project facet EAR version 7.0 is not supported. is encountered.
    - Upgrading to HCL Commerce Developer 9.1.15.1 overwrites configuration
      When performing an upgrade to HCL Commerce Developer 9.1.15.1, your custom wc-server.xml configuration file, and payment-related configurations are over-written.
    - Removing HCL Commerce Developer delta files to recover storage
      When upgrading over time, HCL Commerce Developer stores changes in delta packages, enabling the rollback of upgrades in the event that the upgrade is required to be undone. Over time, these delta files can consume larger amounts of storage, leading to shortages of disk space depending on your storage allotment.
    - Ingest indexing fails due to certificate issue
      After updating to HCL Commerce Developer 9.1.17.0, or updating your stack manually to WebSphere Application Server 9.0.5.21 or greater, a certificate issue can cause the Elasticsearch-based Ingest search indexing process to fail.
    - Troubleshooting: 9.1.17.0 registry pod stuck at container
      When running helm upgrade on HCL Commerce production environment 9.1.17.0, the registry pod gets stuck at ContainerCreating status.
    - Stagingprop utility fails
      This guide provides steps to address OS-level vulnerabilities in Red Hat Enterprise Linux 8 by updating outdated system libraries during Docker image builds, ensuring a secure and up-to-date container environment.
    - Web server stops in debug mode in RAD
      When using the Toolkit RAD tool, the WebSphere Commerce Test Server may unexpectedly stop when started in debug mode.
  - Integration issues
    Integrating HCL Commerce encompass a wide range of procedures. If you encounter problems, refer to the following resources for assistance.
  - General issues
    Review the following information when you encounter any general problems with HCL Commerce.
  - Migration issues
    Migrating HCL Commerce involves a wide range of steps across your different environments. If you encounter problems, refer to the following resources for assistance.
  - Search issues
    If you encounter problems while you use HCL Commerce Search, refer to the troubleshooting information to help determine the problem and find possible solutions.
  - Logging issues
    If you encounter problems while you use HCL Commerce logging, refer to the following troubleshooting information to help determine the problem and find possible solutions.
  - HCL Commerce messages
  - Access control issues
    Access control problems are often indicated by generic application errors with error message keys such as _ERR_USER_AUTHORITY. The first step in problem determination is to enable tracing for the access control component.
  - Aurora starter store
    If you encounter problems when you use the Aurora starter store, refer to the troubleshooting information to help determine the problem and find possible solutions.
  - Member group issues
- Reference
  Topics in the Reference section contain all of the HCL Commerce reference documentation.

Troubleshooting: WebSphere Commerce Test Server stops in debug mode in RAD

When using the Toolkit RAD tool, the WebSphere Commerce Test Server may unexpectedly stop when started in debug mode.

Note: This issue affects the following HCL Commerce versions and IBM SDK levels:

HCL Commerce 9.1.17.0 – IBM SDK 8.0.8.40
HCL Commerce9.1.18.0 – IBM SDK 8.0.8.40
HCL Commerce 9.1.18.2 – IBM SDK 8.0.8.45
HCL Commerce 9.1.19.0 – IBM SDK 8.0.8.55

Solution

IBM has provided a workaround to resolve this issue.

Add a generic JVM argument.
Use the administrative console to add the following JVM argument:
```
-Xjit:exclude={com/ibm/commerce/dynacache/commands/CacheEntryHistory.getRecommendedInactivityTimeout*}
```
Set the JVM argument in the administrative console.
- Navigate to:
```
Administrative Agent > Java Process Definition > Java Virtual Machine
```
- Append the above value to the Generic JVM Arguments field.
Restart the WebSphere Commerce Test Server in debug mode to apply the changes.

Impact of applying the workaround

When this workaround is applied, the JIT compiler excludes the dynacache component from recompilation, which prevents the web server from stopping unexpectedly in debug mode.

If you need to rebuild dynacache, you must downgrade the IBM SDK to a version earlier than 8.0.8.40 before performing the rebuild.