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Introduction

 

When communicating with SAP Product Support, on some occasions you may be asked to capture & provide traces along with system component information. Without adequate guidance and knowledge the process of collecting such information data can prove to be time consuming.

SAP Product Support has developed & released the SAP NW Java Support Tool to help simplify the process of collecting traces, logs, and system component information.  The SAP NW Java Support Tool also provides a guided means of enabling customers to self-troubleshoot problematic scenarios and issues.

The NW Java Support Tool is a java based utility that can be used by SAP customers, NetWeaver consultants/administrators, and Support Engineers.  The Support Tool connects to a NetWeaver Application Server JAVA system before automatically collecting essential information required to troubleshoot an issue. After all relevant information has been gathered and captured it can be subsequently uploaded to SAP Product Support. The tool also provides the basis guidance required to implement Patch Level Releases & Dependencies if required.

For the detail operation, please find SCN WIKI here.

Before After
A Customer may not be aware of the information required as an attachment to an Incident for analysis and troubleshooting surrounding an issue. The Tool is self-guided in terms of walkthrough steps with selectable options on which information needed to be attached based on specific customer scenarios.
A Customer may send incomplete trace or application log files to SAP for analysis which may cause key troubleshooting information to be missed therefore affecting root cause analysis. The Tool collects complete standardized information and creates the analysis package for SAP.
A Customer may have to refer to multiple KBA’s and notes to gain the knowledge needed to attach required troubleshooting information. The Tool collects all the required information by connecting to the j2ee system in one simple click.
Customer applied a patch for a certain component, but such an action can make the component become inconsistent e.g. due to missing dependencies. Tool helps to identify and find all dependent component patches and provides the reference download link.

Features:

  • Automatic gathering of traces, logs and Software Component information based on different problem scenarios.
  • Allows screen recording while reproducing issues.
  • Provides different ways to upload collected troubleshooting information to SAP Product Support, allowing you to review the information before the upload and make changes if necessary.
  • Provides a comprehensive list of the latest patches available for your present configuration and is able to calculate all relevant dependent patches in case you need to apply a specific fix. It also provides the corresponding download reference links and the option to add patches to the download basket through an intuitive user interface.
  • Contains troubleshooting guides for different scenarios.

Preparation

  • Operation System: Any OS with a JRE 1.7 or higher installed.
  • Network:
    • Access to the Internet to retrieve information about patches from SAP Product Support and to upload the collected information.

(Set the proxy server in the proxy settings if required.)

  • Access to the NW AS JAVA system to be analyzed is required. Port 5XX14 (XX = instance number) needs to be enabled as per SAP note #1439348.

(If you use a proxy you might have to define an exception in the proxy settings.)

  • NW AS JAVA Settings:
    • Supported versions are described in SAP note #2181113.
      Please note that if your current SP Level is below those highlighted in the Note, the tool provides a workaround which can be followed as an alternative. The workaround offered is based upon copying the Tool’s designated .jar files to the server on which your NW AS Java System is located.
    • SDEFAULT option is enabled for sapstartsrv as per SAP note #1439348.
  • Downloading:

The tool can be downloaded from the SAP Software Download Center: Please find the download link in SCN WIKI

Use Case:

Outlined below is a working example scenario based upon how an administrator (for the sake of simplicity let’s call him now Kevin) can use and interact with the SAP NW Java Support Tool to troubleshoot & resolve an “OutOfMemory” Error exception occurrence.

Use Case: Issue Scenario

  • As of this morning all end-users are not able to logon to the Enterprise Portal which is affecting business operations and processes
  • After performing some high level analysis the system administrator, Kevin has found that the Java instance performed an unexpected and unprecedented restart.

/wp-content/uploads/2016/08/oom_1026683.png

In an attempt to resolve the issue, Kevin proceeds to run and open the ‘SAP NW Java Support Tool’, and selects the guided troubleshooting ‘Crashing’ option.

/wp-content/uploads/2016/08/mainpage_1030904.png

The ‘SAP NW Java Support Tool’ through an automated process gathers and collects core developer traces and subsequently creates a generated collection of ‘AnalysisPackages’.

  1. After following the troublshooitng guided in association to the ‘SAP NW Java Support Tool’, Kevin has pinpointed the ‘OutOfMemoryError’ within the generated ‘AnalysisPackages’ and link this reference to the instance restart. The AnalysisPackages also highlight an underlying BufferOverflowException output frequently noted in the std_server.out, dev_server.out, default traces.
  2. In an attempt to find a resolution Kevin performs an “Xsearch” based upon on this “BufferOverflow” Exception and identifies the solution SAP Note: 1914693. In Accordance to the note, the resolution is to apply the Patch Release on Component CORE-TOOLS 7.40 SP2.
  3. From prior experiences Kevin is aware that certain NW (Netweaver) Components share strong dependencies to other component listings (particularly core SC). If Kevin proceeds to only patch one Component this may cause subsequent component inconsistencies therefore causing an unstable NW environment. Therefore Kevin decides to run the ‘SC Patch Tools’ option in the support tool, which returns comprehensive component dependency listings.
    /wp-content/uploads/2016/08/component_1026685.png
  4. Kevin can now proceed to download the compatible Patch Listings directly from the support tool and apply them to the NW enviornment which will resolve the issue and prevent future reocrruences.

Feedback

We are very much interested about receiving feedback and comments.

Should you have any questions or highlight the need to report a bug or log an enhancement request, please leave a comment on this blog.

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31 Comments

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  1. Former Member

    hi,

    when I click the ‘startup’,it appear the error.and I followed the steps.put the three file into configtool direcoty.but it faied agined.Can you give me any suggestion ?I will be very grateful.

    (0) 
    1. Victor Chang
      Post author

      Hi Wang-want wwnw,

      Thanks for using the Support Tool. We have resolved known issue in the Get Component Information function. Please first ensure you are using the latest version from here.

      If you have copied the files in the latest version but same error occurs, please send us the pst.log file.

      Regards,
      Victor

      (0) 
  2. Former Member

    Hello Victor,

    I have downloaded the latest version of the support tool.  And as suggested, have copied the required files to configtool directory. But still when i am trying to run the SC Patch Tool option from the NW Java Support tool, getting below error. Can you please suggest.

    Regards,

    Shashank

    (0) 
  3. Former Member

    Hello Victor,

    Please ignore the previous request. The issue was due to incorrect environment variable set for <sid>adm user as we were not even able to run configtool as well. The issue is resolved now and the tool is running fine.

    Regards

    Shashank

     

    (0) 
  4. Stefan Kulcsar

     

    Hi,

    our proxyserver requirs username/password for accessing internet (sap) sites, is it possible to enter the user/password combination for the proxy server somewhere?


    Stefan

    (0) 
  5. Former Member

    Hi Victor,

    We have highly restricted environment, due to which we don’t have internet access enabled on server. When I run the tool as get error “Client received SOAP Fault from Server: Permission denied please see server log to find more details”

    We have NW running on Windows server , services are running with .\SAPService<SID> , as local user.

    Thanks

    (0) 
  6. Bala Ramesh

    I am getting Permission denied error while trying to connect to the tool.

     

     

     

    [11:20:44.158] SAP NW JAVA SUPPORT TOOL – 1.0.20170512182128[11:20:44.158] SAP NW JAVA SUPPORT TOOL – 1.0.20170512182128[11:20:44.160] Java Version: 1.7.0_79[11:20:44.162] Java Home: C:\Program Files (x86)\Java\jre7[11:20:44.164] Loading proxy settings…[11:20:47.498] Close Information/Agreement Popup[11:20:47.507] Login[11:20:47.657] Loading System Connection Informations…[11:20:57.325] Validate Certificate Disabled![11:20:57.348] Information Popup: This tool communicates with the NW AS Java instance using a secure (encrypted) communication (HTTPS).
    By disabling certificate validation, there is no guarantee that you are connecting to the server you intended to. Consequently, you run the risk of exposing your data, including your logon data, to a third party.[11:20:58.714] Close Information/Agreement Popup[11:20:59.460] Execute Login[11:20:59.468] Connecting…[11:21:00.663] Information Popup: Permission denied
    Tip: Please ensure you are using the <SID>adm user, or a user with the same permissions as <SID>adm.java.lang.Exception: Permission denied
    Tip: Please ensure you are using the <SID>adm user, or a user with the same permissions as <SID>adm. at sap.com.pst.fx.tasks.ExecuteLoginTask.call(ExecuteLoginTask.java:92) at sap.com.pst.fx.tasks.ExecuteLoginTask.call(ExecuteLoginTask.java:29) at javafx.concurrent.Task$TaskCallable.call(Unknown Source) at java.util.concurrent.FutureTask.run(Unknown Source) at java.lang.Thread.run(Unknown Source)Caused by: javax.xml.ws.soap.SOAPFaultException: Permission denied at com.sun.xml.internal.ws.fault.SOAP11Fault.getProtocolException(Unknown Source) at com.sun.xml.internal.ws.fault.SOAPFaultBuilder.createException(Unknown Source) at com.sun.xml.internal.ws.client.sei.SyncMethodHandler.invoke(Unknown Source) at com.sun.xml.internal.ws.client.sei.SyncMethodHandler.invoke(Unknown Source) at com.sun.xml.internal.ws.client.sei.SEIStub.invoke(Unknown Source) at com.sun.proxy.$Proxy28.osExecute(Unknown Source) at sap.com.pst.fx.tasks.ExecuteLoginTask.call(ExecuteLoginTask.java:76) … 4 more

     

    We have another Dual Stack instance and I am able to connect to that without any issues.

     

    Thanks,

    Bala

    (0) 
  7. Philip Seman

    While running the SC Patch Tools, it starts just fine, and then gives me an unknown server error part way through the detection. Anyone else have this issue?

    (0) 
  8. Former Member

    Dear Victor,

     

    We have installed SAP NW JAVA Support Tool in our system, and we are facing logon issue and hence we are not able to move on.

    we are using our domain sidadm user ID and password. Credentials are correct. but tool is giving permission denied error. Attached is the error screenshot.

    Error: Client received SOAP fault server: Start server runs with administrative privileges , OS Execute disabled.

    (0) 
  9. Former Member

    Hello,

     

    Can you pls reply on this SAP NW JAVA Support tool’s logon issue asap

    We are still facing this issue  : Error: Client received SOAP fault server: Start server runs with administrative privileges , OS Execute disabled.

    Pls help in prompt, Thanks ……

    Aehraz

    (0) 
  10. Former Member

    Would appreciate a quick help –

    I’ve ensured that <sidadm> user-id/password and the S-user-ID/password are all correct.

    Error Log –

    [10:49:29.976] SAP NW JAVA SUPPORT TOOL – 1.0.20170512182128
    [10:49:29.978] Java Version: 1.8.0_161
    [10:49:29.978] Java Home: C:\Program Files (x86)\Java\jre1.8.0_161
    [10:49:29.979] Loading proxy settings…
    [10:49:33.322] Close Information/Agreement Popup
    [10:49:33.333] Login
    [10:49:33.481] Loading System Connection Informations…
    [10:49:46.244] Validate Certificate Disabled!
    [10:49:46.262] Information Popup: This tool communicates with the NW AS Java instance using a secure (encrypted) communication (HTTPS).

    By disabling certificate validation, there is no guarantee that you are connecting to the server you intended to. Consequently, you run the risk of exposing your data, including your logon data, to a third party.
    [10:49:47.323] Close Information/Agreement Popup
    [10:49:48.799] Execute Login
    [10:49:48.802] Connecting…
    [10:49:51.203] Connected!
    [10:49:51.218] Saving System Connection Informations…
    [10:49:51.223] Connected to instance 00 of system XXX
    [10:49:51.484] System Time: [10:49:51.000]
    [10:49:51.486] Creating package [XXX_00_2018_03_20_10_49_51_C9AB]…
    [10:49:51.487] Select Operation
    [10:49:52.531] Login SMP
    [10:50:16.177] Operation Status
    [10:50:16.291] Getting Software Component Information…
    [10:50:16.359] Loading information from the system…
    [10:50:16.360] osExecute: /usr/sap/XXX/J00/j2ee/configtool/batchconfig.csh -task get.versions.of.deployed.units
    [10:50:37.163] Parsing result…
    [10:50:37.168] Getting the Latest Patches…
    [10:50:37.466] Getting latest patch for SCA (001/137): AJAX-RUNTIME
    [10:50:37.957] Server returned 401. User authentication seemed to be failed.
    com.sap.tools.dc.InvalidUserCredentialException_Exception: Server returned 401. User authentication seemed to be failed.
    at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
    at sun.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source)
    at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)
    at java.lang.reflect.Constructor.newInstance(Unknown Source)
    at com.sun.xml.internal.ws.fault.SOAPFaultBuilder.createException(Unknown Source)
    at com.sun.xml.internal.ws.client.sei.StubHandler.readResponse(Unknown Source)
    at com.sun.xml.internal.ws.db.DatabindingImpl.deserializeResponse(Unknown Source)
    at com.sun.xml.internal.ws.db.DatabindingImpl.deserializeResponse(Unknown Source)
    at com.sun.xml.internal.ws.client.sei.SyncMethodHandler.invoke(Unknown Source)
    at com.sun.xml.internal.ws.client.sei.SyncMethodHandler.invoke(Unknown Source)
    at com.sun.xml.internal.ws.client.sei.SEIStub.invoke(Unknown Source)
    at com.sun.proxy.$Proxy40.getLatestPatch(Unknown Source)
    at sap.com.pst.core.DependencyChecker.getLatestPatch(DependencyChecker.java:191)
    at sap.com.pst.fx.services.GetLatestPatchesService$1.call(GetLatestPatchesService.java:43)
    at sap.com.pst.fx.services.GetLatestPatchesService$1.call(GetLatestPatchesService.java:37)
    at javafx.concurrent.Task$TaskCallable.call(Task.java:1423)
    at java.util.concurrent.FutureTask.run(Unknown Source)
    at javafx.concurrent.Service.lambda$null$493(Service.java:725)
    at java.security.AccessController.doPrivileged(Native Method)
    at javafx.concurrent.Service.lambda$executeTask$494(Service.java:724)
    at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
    at java.lang.Thread.run(Unknown Source)
    java.lang.Exception: Error while Getting the Latest Patches!
    at sap.com.pst.core.DependencyChecker.getLatestPatch(DependencyChecker.java:203)
    at sap.com.pst.fx.services.GetLatestPatchesService$1.call(GetLatestPatchesService.java:43)
    at sap.com.pst.fx.services.GetLatestPatchesService$1.call(GetLatestPatchesService.java:37)
    at javafx.concurrent.Task$TaskCallable.call(Task.java:1423)
    at java.util.concurrent.FutureTask.run(Unknown Source)
    at javafx.concurrent.Service.lambda$null$493(Service.java:725)
    at java.security.AccessController.doPrivileged(Native Method)
    at javafx.concurrent.Service.lambda$executeTask$494(Service.java:724)
    at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
    at java.lang.Thread.run(Unknown Source)

     

    (0) 
  11. Former Member

     

    Hi,
    I don’t understand why we should use Java Support Tool to calcultate dependency of our SCA.
    This should be handled by the Maintenance planner. It doesn’t make any sense to have a tool to plan upgrade that is not calculating patch dependency.
    Also, this tool doesn’t work with administrative privilege on the sap services. Any documentation on what to change on the user to get this working ? Because we never manually modified the SAPserviceSID user and he doesn’t have the right permission to OS execute. We will not modify our SAPService user without knowing the impact of that. And normally the SWPM should create those users with the right roles.
    Error :
    ” Client received SOAP Fault from server: Start Service runs with administrative privileges, OSExecute disabled ”
    Please do the appropriate so the maintenance planner can really be used to calculate dependency or fix the tool so it will work with all SAP instance created with SWPM.
    (0) 
  12. Matt Fraser

    Everyone,

    If you are having issues running the tool, please start a new Question here in the Community against tags “SAP NetWeaver for Java, support tool” and “SAP NetWeaver Application Server for Java.” This is more likely to get you the help you seek than asking in the comment thread on this blog post.

    I also recommend that you check Note 2352717 and the tool’s Wiki at https://wiki.scn.sap.com/wiki/display/ASJAVA/SAP+NW+Java+Support+Tool. One thing you may notice that might apply to many of the issues being reported is that the tool is not supposed to be installed on your NetWeaver Java server — it is supposed to be executed on your desktop PC and then connect remotely to your AS Java system.

    Cheers,
    Matt Fraser
    SAP Community Moderator

    (1) 
  13. Arkadiusz Kurczyñski

    Hi I’m getting that error

    [11:08:02.266] Getting the Latest Patches…
    [11:08:02.715] Getting latest patch for SCA (001/071): ADSSAP
    [11:08:03.307] Server returned 401. User authentication seemed to be failed.
    com.sap.tools.dc.InvalidUserCredentialException_Exception: Server returned 401. User authentication seemed to be failed.

    Can anyone tell me solution to it ?

     

    (0) 
  14. Jayakumar Chandrababu

    Hi All,

    I am also facing the same issue please update the workaround if anyone knows.. Thank you

    13:33:43.561] Getting latest patch for SCA (001/076): J2EE-FRMW
    [13:33:44.823] Server returned 401. User authentication seemed to be failed.
    com.sap.tools.dc.InvalidUserCredentialException_Exception: Server returned 401. User authentication seemed to be failed.

    Do we need any additional privileges to S-USER ID.. ?

    Thanks,
    Jay

    (0) 
    1. Matteo Marocco

      Hi All,

      someone have a solution for that issue?

      com.sap.tools.dc.InvalidUserCredentialException_Exception: Server returned 401. User authentication seemed to be failed.

      It seems that it happen when I had to change password for SUSER, since that time i couldn’t have access using NW Support Tool or also to “old” marketplace website (e.g. https://websmp230.sap-ag.de), but i can correctly login to launchpad.support.sap.com

      It is possible that in some way when we change SUSER password it is not syncronized with some OSS old link?

      Do you know a workaround?

      Thank you,

      Alberto

      (0) 
      1. Arkadiusz Kurczyñski

        You have got right in that matter, that error is related to S-user password because when I’ve changed mine password problem with NWJST started. Question is why is it happening and if there is any solution to that problem because it is irritating and blocking updates to AS JAVA components.

        (0) 
        1. Matteo Marocco

           

          I solve the issue changing the password not just on launchpad but also in the old OSS Marketplace a link like: https://websmp206.sap-ag.de

          Unfortunately i don’t remember the exact link, i simply noticed that also when i tried to see OSS note or OSS Patch from launchpad, sometimes it tried to redirect me on the old Marketplace and from there i simply click on forgot password and another page to reset password appeared (different from the paunchpad page).

          Alberto

          (0) 
    1. Victor Chang
      Post author

      Hi Juri,

      For the 401 authentication error, that means

      your S-User has different passwords for SAP Market Place and SAP ONE Support Launchpad.

      In order to avoid it, the password for the S-User must be the same for SAP Market Place and SAP ONE Support Launchpad. The password must meet the following guide lines:

      – Must be EXACTLY 8 characters long
      – Include at least one letter A-Z (Password must not contain lower-case letters)
      – Include 1 number (0-9)
      – Include at least 1 special character from the following:
      ! \ ” @ $ % & / ( { [ ] } ) + – * = ? ‘ ~ # _ . , ; : < >
      – Must not start with ? or !
      – Must not contain any blanks
      – Must not begin with 3 identical characters
      – Must be different from the last 5 passwords
      – Only one password change allowed per day

      In order to reset the password on SAP Market Place, access the following URL:
      https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/new_user_pass/userid_password_reset.htm

      In order to reset the password on SAP ONE Support Launchpad, access the following URL:
      https://accounts.sap.com/ui/createForgottenPasswordMail?spId=55365985e4b07dc3abdfc16c&targetUrl=&sourceUrl

       

      Best regards,

      Victor

      (0) 
      1. Thiago Pereira

        Hello Victor, i have the same password in Launchpad and Marketplace, and continuous with the same error. I need to update the PO and this error is making this impossible.

         

        Tks,

        THIAGO

        (0) 
  15. Sivakumar Kannan

    Hi Team

     

    I’m too getting the same error , my password is same in both Marketplace & launchpad.

    Only difference is that i dont get the 401 authentication error while “Getting the latest Patch for SCA

    step” but  i’m getting the 401 authentication error, when adding the selected patches to my

    “DOWNLOAD BASKET”

     

     

     

    (0) 

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