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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.
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.
Logging services
HCL Commerce provides facilities for logging. For existing customers, ECTrace and ECMessage are still supported. For new implementations, use the WebSphere Application Server recommendation for logging and tracing.
Trace components
Use the following trace strings and logger information to gather the information that you need to troubleshoot problems.
...Performance, hanging, or high CPU issues

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.
  - The HCL Commerce application
    Every time you deploy the HCL Commerce application, you are deploying a set of Docker containers that communicate with each other to run your HCL Commerce site. Each HCL Commerce application deployment can contain one or more stores.
  - Overview of administering an HCL Commerce site
    In HCL Commerce the person who performs administrative tasks is called a Site Administrator. The Site Administrator installs, configures, and maintains HCL Commerce and the associated software and hardware. The administrator responds to system warnings, alerts, and errors, and diagnoses and resolves system problems. Typically, this person controls access and authorization (creating and assigning members to the appropriate role), manages the Web site, monitors performance, and manages load balancing tasks. The Site Administrator might be responsible for establishing and maintaining several server configurations for different stages of development such as testing, staging, and production. The Site Administrator also handles critical system backups and resolves performance problems.
  - Staging environment
    an HCL Commerce staging environment is a runtime environment where business and technical users can update and manage store data and preview changes. The changes can then be propagated to the production environment.
  - Workspaces
    You can enable and manage workspace assets and determine policies such as locking rules and commit and publishing options.
  - HCL Commerce database
    As a site administrator, maintain the HCL Commerce database and ensure that any HCL Commerce utilities and processes that load and retrieve data from the database is configured to connect to the database properly.
  - Dynamic caching
    In general, caching improves response time and reduces system load. Caching techniques are used to improve the performance of World Wide Web Internet applications. Most techniques cache static content (content that rarely changes) such as graphic and text files. However, many websites serve dynamic content, containing personalized information or data that changes more frequently. Caching dynamic content requires more sophisticated caching techniques, such as those provided by the WebSphere Application Server dynamic cache, a built-in service for caching and serving dynamic content.
  - Extracting and loading data
    HCL Commerce provides utilities for preparing and loading data into a HCL Commerce database. The loading utilities are flexible and you can continue to use these utilities when you customize the HCL Commerce schema.
  - Payment plug-ins
    To configure a payment plug-in define payment and refund methods; payment and refund rules; and the payment protocols that you intend to use.
  - Search
    In keeping with HCL's commitment to current and open standards, HCL Commerce Search uses Apache Lucene as the basis of its Search framework. Lucene powers the Apache Solr search engine and the Elasticsearch search engine. The indexing pipeline is a more open, flexible and scalable and is tightly integrated with the data service. Using the underlying dataflow technology and architecture, you can easily customize the pipelines. This open-standards approach considerably eases the process of integrating Search with existing and third-party applications.
  - HCL Customer Service for HCL Commerce
    HCL Customer Service for HCL Commerce is a separately purchased product that provides a light-weight customer service solution that is embedded in the Aurora B2C and Aurora B2B storefronts. Even though this solution is a separately purchased product, it is not a separate application. Stores that are enabled with HCL Customer Service for HCL Commerce allow a customer service representative (CSR) to act on behalf of guest customers and registered customers. A CSR can manage customer accounts, cancel and reorder orders, and shop as customer. A CSR can also act on behalf of Buyer Administrators to help complete Aurora B2B tasks from the storefront, without having to access the Organization Administration Console.
  - HCL Commerce configuration file (wc-server.xml)
    Many aspects of the HCL Commerce runtime application are configured in an XML file. This XML file is located inside the HCL Commerce Java Platform, Enterprise Edition EAR.
  - Enabling the SSL Accelerator option
    An SSL Accelerator (or SSL Terminator) strips off HTTPS encryption at or before the Web server tier in a multitier setup. When you use an SSL Accelerator with HCL Commerce, you can use the SSL Accelerator option to configure HCL Commerce to correctly receive requests that require redirects.
  - Managing features
    You can administer the features for your store and site, such as attribute, catalog, promotion, marketing, order management features, and more. The administration tasks that you can complete differ depending on the type of feature and the tool that you use to administer your store and site.
  - Logging services
    HCL Commerce provides facilities for logging. For existing customers, ECTrace and ECMessage are still supported. For new implementations, use the WebSphere Application Server recommendation for logging and tracing.
    - Configuring logging for runtime environments
      You can handle logging and tracing configurations in your runtime environments by using Run Engine commands.
    - Application server log files
      When you are starting and stopping an application server, a number of log files are generated. After you start or stop an application server, check the log files to ensure that both the application server and the application that runs inside the application server started or stopped successfully.
    - Trace components
      Use the following trace strings and logger information to gather the information that you need to troubleshoot problems.
      - … for attribute dictionary issues
        Prepare the following MustGather information before you call HCL Support to help with attribute dictionary issues.
      - … for catalog tool issues
        Prepare the following MustGather information before you call HCL Support to help with catalog tool issues.
      - … for Data Load issues
        Prepare the following MustGather information before you call HCL Support to help with Data Load issues.
      - … for store catalog filter issues
        Prepare the following MustGather information before you call HCL Support to help with store catalog filter issues.
      - … for Catalog filter tool issues
        Prepare the following MustGather information before you call HCL Support to help with Catalog filter tool issues.
      - … for price rule issues
        Prepare the following MustGather information before you call HCL Support to help with price rule issues.
      - … for IBM Db2 issues
        Prepare the following MustGather information before you call HCL Support to help with IBM Db2 issues.
      - … for initial deployment issues
        Prepare the following MustGather information before you call HCL Support to help with initial HCL Commerce deployment issues.
      - … for HCL Commerce Developer installation issues
        Prepare the following MustGather information before you call HCL Support to help with HCL Commerce Developer installation issues.
      - … for customization deployment issues
        Prepare the following MustGather information before you call HCL Support to help with issues related to building and deploying custom Docker images.
      - … for runtime update issues
        Prepare the following MustGather information before you call HCL Support to help with runtime update issues.
      - … for database update issues
        Prepare the following MustGather information before you call HCL Support to help with database update issues.
      - … for store preview issues
        Prepare the following MustGather information before you call HCL Support to help with store preview issues.
      - … for Google Analytics issues
        Prepare the following MustGather information before you call HCL Support to help with Google Analytics issues.
      - … for marketing issues
        Prepare the following MustGather information before you call HCL Support to help with marketing issues.
      - … for LDAP issues
        Prepare the following MustGather information before you call HCL Support to help with LDAP issues.
      - … for registration and login issues
        Prepare the following MustGather information before you call HCL Support to help with registration and login issues.
      - … for WCintegration wizard issues
        Prepare the following MustGather information before you call HCL Support to help with WCintegration wizard issues.
      - … for inventory (non-ATP) and fulfillment issues
        Prepare the following MustGather information before you call HCL Support to help with inventory (non-ATP) and fulfillment issues.
      - … for DOM inventory, BOPIS, or store locator issues
        Prepare the following MustGather information before you call HCL Support to help with DOM inventory, BOPIS, or store locator issues.
      - … for general order issues
        Prepare the following MustGather information before you call HCL Support to help with general order issues.
      - … for payment plugin issues
        Prepare the following MustGather information before you call HCL Support to help with payment plug-in issues.
      - … for shipping and tax issues
        Prepare the following MustGather information before you call IBM Support to help with shipping and tax issues.
      - … for Out of Memory issues
        Prepare the following MustGather information before you call HCL Support to help with Out of Memory issues.
      - … for promotion issues
        Prepare the following MustGather information before you call HCL Support to help with promotion issues.
      - … for dynamic cache issues
        Prepare the following MustGather information before you call HCL Support to help with dynamic cache issues.
      - … for optimistic locking issues
        Prepare the following MustGather information before you call HCL Support to help with optimistic locking issues.
      - … for Scheduler issues
        Prepare the following MustGather information before you call HCL Support to help with Scheduler issues.
      - … for service provider (subscriptions and recurring orders) issues
        Prepare the following MustGather information before you call HCL Support to help with service provider (subscriptions and recurring orders) issues.
      - … for session management issues
        Prepare the following MustGather information before you call HCL Support to help with session management issues.
      - … for Spring framework issues
        Prepare the following MustGather information before you call HCL Support to help with Spring framework issues.
      - … for Facet issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for Query runtime issues
        Prepare the following MustGather information before you contact HCL Support to help with Elasticsearch issues.
      - … MustGather data for search Ingest service issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for NLP issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for NRT issues
        Prepare the following MustGather information before you contact HCL Support to help with the troubleshooting process.
      - … for search rule issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - ...for Ingest processes that do not complete
      - … for Push to Live issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for Rule Based Sales Category setup issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for Search Term Association issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search build index issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search cache invalidation issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search core creation issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search facets issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search relevancy issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search replication issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search rule issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search Rules Based Sales Category issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for search term association and landing page issues
        Prepare the following MustGather information before you call HCL Support to help with the troubleshooting process.
      - … for access control issues
        Prepare the following MustGather information before you call HCL Support to help with access control issues.
      - … for business auditing issues
        Prepare the following MustGather information before you call HCL Support to help with business auditing issues.
      - … for cross-site scripting issues
        Prepare the following MustGather information before you call HCL Support to help with cross-site scripting issues.
      - … for MigrateEncryptedInfo utility issues
        Prepare the following MustGather information before you call HCL Support to help with MigrateEncryptedInfo utility issues.
      - … for Sterling OMS heartbeat issues
        Prepare the following MustGather information before you call HCL Support to help with Sterling OMS heartbeat issues.
      - … for Sterling inventory issues
        Prepare the following MustGather information before you call HCL Support to help with Sterling inventory issues; including availability, synchronization, and reservations.
      - … for Sterling order history issues
        Prepare the following MustGather information before you call HCL Support to help with Sterling order history issues.
      - … for Sterling order transfer issues
        Prepare the following MustGather information before you call HCL Support to help with Sterling order transfer issues.
      - … for Commerce Composer issues
        Prepare the following MustGather information before you call HCL Support to help with Commerce Composer issues.
      - … for SEO issues
        Prepare the following MustGather information before you call HCL Support to help with SEO issues.
      - … for SEOURLKEYWORDGEN issues
        Prepare the following MustGather information before you call HCL Support to help with SEOURLKEYWORDGEN issues.
      - … for Store Management issues
        Prepare the following MustGather information before you call HCL Support to help with Store Management issues.
      - … for authoring workspaces issues
        Prepare the following MustGather information before you call HCL Support to help with authoring workspaces issues.
      - … for approval-related issues
        Prepare the following MustGather information before you call HCL Support to help with approval-related issues.
      - ...Performance, hanging, or high CPU issues
      - …Out of Memory issues
        Prepare the following MustGather information before you call HCL Support to help with Out of Memory (OOM) errors.
      - … for Orchestration-related issues
        Prepare the following MustGather information before you call HCL Support to help with Orchestration-related issues.
    - Performance logger
      The performance logger produces trace information about the response time when HCL Commerce calls out to an external system. The trace can be used by a monitor to measure response times.
    - Logging REST responses
      You can log REST responses after requests are made.
    - Enabling Management Center client-side logging and tracing
      A Site Administrator can enable logging and tracing for the Management Center to troubleshoot problems that a business user might have while using the Management Center. Client-side logging and tracing refers to tracking all the actions that a business user completes while using the Management Center user interface. By default the debugger window is enabled.
  - Business auditing
    Business auditing is the capturing of the business logic and objects during a HCL Commerce operation. You may want to audit your business for various reasons: generic, such as to review various tasks performed weekly; or specific, such as to track the steps involved in a particular Customer Service Representative's order. A report on business auditing is available in the Administration Console.
  - Business events
    Each time that a command triggers a business event, a record is added to the BUSEVENT database table to persist data from the event. Event listeners and external systems (such as the Marketing component, a back end order management system, or an external analytics system) can use this data to perform further processing.
  - Business Object thresholds
    Applying limits on business operations reduces the risk of system attacks where unbound conditions might result in system failures.
  - Stores in HCL Commerce
    HCL Commerce supports several different types of entities that are defined as stores. The assets of these store entities may be edited using the HCL Commerce Accelerator.
  - Enabling registered users to access all stores in the Extended Sites business model
    HCL Commerce users can access storefronts by virtue of having the role of Registered Customer in the organization that owns the store, or in any organization above it. The roles a user has access to during registration are defined within the MemberRegistrationAttributes.xml file.
  - Hystrix on the Store server
    The Hystrix framework is used as a proxy for back-end resources such as the Transaction server and Search server by default. This can be disabled, but does have performance implications that must be considered.
- 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.
- Reference
  Topics in the Reference section contain all of the HCL Commerce reference documentation.

MustGather: Performance, hanging, or high CPU issues with HCL Commerce

Applies to: HCL Commerce

Problem

If you are experiencing performance degradation, system hangs, or high CPU usage in HCL Commerce, use this MustGather guide to collect the necessary diagnostic data to help identify and resolve the issue.

Procedure

Grafana Monitoring

HCL Commerce version 9.1 and later includes robust monitoring features based on Prometheus-style metrics. The Commerce pods expose internal endpoints that are scraped by Prometheus for metric collection.

Due to the widespread adoption of Prometheus, you can use it with Grafana or other third-party tools that support Prometheus metrics.

HCL Commerce also offers pre-configured Grafana dashboards that highlight key metrics, help identify issues, and support performance troubleshooting.

For more information, refer to: Understanding the Grafana graphs

Thread Monitoring

Javacores and thread stack dumps are essential for debugging performance issues. Analyzing and comparing thread stacks across different threads and timeframes can help isolate the root cause of slowdowns.

To configure thread monitoring tools, refer to: Thread monitoring tools

Collect all the logs and zip them together.
Collect all the javacores and zip them together.

JDBC Monitor

The JDBC Monitor tool captures and examines SQL statements executed by the application, making it valuable for performance and troubleshooting analysis.

For installation and configuration instructions, see: JDBC_MONITOR_ENABLED parameter

Collect all the logs and zip them together.