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.

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.
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.
Try to reproduce the error. Then document your findings clearly and precisely. The more details, the better.
Request the Web Adapter log files and use them to identify the click stream and the original referrer.
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.

Tip

Speed Up Diagnostics with the B2C Commerce CLI

The B2C Commerce CLI lets you stream, filter, and search logs from your terminal, so you can correlate errors without logging into Business Manager. To install the tool and authenticate, see B2C CLI, MCP and Tooling SDK.

1# Watch ERROR- and FATAL-level entries in real time
2b2c logs tail --level ERROR --level FATAL
3
4# Filter the tail to a specific string
5b2c logs tail --search "OrderMgr"
6
7# Pull the last 200 error entries as JSON for further processing
8b2c logs get --count 200 --level ERROR --json
9
10# Look at the last hour of errors matching a keyword
11b2c logs get --since 1h --level ERROR --search "PaymentProcessor"
12
13# Inspect the most recent job execution log (or only failed executions)
14b2c job log my-custom-job
15b2c job log my-custom-job --failed

For the full command reference, see Logs Commands and Job Commands in the B2C DX documentation.

Considerations

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 B2C Commerce Support	Whom to notify concerning specific types of issues and how to notify them