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

  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, note the session ID, URL, and exact time. Use them to identify 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 and use them to identify the click stream and the original referrer.

  5. 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 considerHelps you understand
InfrastructureHow the various components work together.
Session ID / Request IDHow to track requests and sessions.
Log Files / Log LevelsHow to glean important information from the log file.
Remote IncludesAdditional Application Server requests.
Web Adapter Log FilesMore in-depth details about Web Adapter requests.
Staging ProblemsHow to identify and correct staging problems.
Reporting to Commerce Cloud SupportWhom to notify concerning specific types of issues and how to notify them