Troubleshooting B2C Commerce
If a problem occurs with your Salesforce B2C Commerce installation, knowing the best ways to approach it will minimize customer impact and avoid frustration.
What Is Your Approach?
There are many ways to approach a problem, but in general, you must clearly identify the source of the error.
- 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.
Tip:
Code instrumentation: adding extra
statements to source code for the purposes of testing, debugging, tuning,
or tracing.
What Should You Consider?
Key aspects to consider include:
| Item to consider | Helps you understand |
|---|---|
| Infrastructure | How the various components work together. |
|
How to track requests and sessions. |
|
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How to glean important information from the log file. |
|
|
Additional Application Server requests. |
|
|
More in-depth details about Web Adapter requests. |
|
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How to identify and correct staging problems. |
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How to monitor new code after deployment to identify or prevent performance problems. |
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| Reporting to Commerce Cloud Support | Whom to notify concerning specific types of issues and how to notify them |