Troubleshooting
If a problem occurs with your Salesforce B2C Commerce installation, knowing the best ways to approach it will minimize customer impact and avoid frustration.
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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, note the session ID, URL, and exact time. Use them to identify the corresponding error in log files.
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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.
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Try to reproduce the error. Then document your findings clearly and precisely. The more details, the better.
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Request the Web Adapter log files and use them to identify the click stream and the original referrer.
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In more complex situations, use code instrumentation to capture more detailed information.
Code instrumentation: adding extra statements to source code for the purposes of testing, debugging, tuning, or tracing.
| 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. |
| Reporting to Commerce Cloud Support | Whom to notify concerning specific types of issues and how to notify them |