Troubleshooting device snapshot issues

This topic includes tips for troubleshooting device low-level interaction-related issues. It explains various exceptions and errors that the system generates when command/response interactions do not behave as expected.

Message: Device Snapshot communication failure. IOException: command failure, caused by: IllegalArgumentException: could not localize property named disc.version.

Explanation: This error occurs because the adapter cannot understand the output of the command because that version of the Device IOS is not supported in BMC Network Automation 5.2.01.

User response: BMC Network Automation version 5.2.01 or earlier is out of support. Upgrade to the latest version of BMC Network Automation. To view the support status for a release, see the BMC Network Automation Support page.

Explanation: This error occurs because the value of a property is being accessed while that property does not exist. For example, using a %myPropertyName% in a test for equality when no logic puts a value into such a property generates this error.

User response: Edit the adapter logic to check that the property exists before trying to use its value.

Message: Device Snapshot communication failure. InterruptedIOException: timed out waiting for expected response [CORE-MPLS-7613-1-MRB2#] to command [dir all-filesystems]:

Explanation: This error occurs because the device sends a different prompt or response than the one that the adapter expects. The system might have received a response it does not understand, it might have received an error message it does not recognize, or it might have received no response at all within the timeout period (usually one minute).

User response: Edit the adapter to capture the correct prompt, response, or error. Or increase timeoutSeconds to allow the device enough time to run the command and generate an expected response. Or if the command is transferring a file, increate the Timeout for Script File Transfers or Timeout for Image File Transfers system parameter, depending on which type of file you were transferring.

Message: Device Snapshot communication failure. ChatException: chat phrase [(Timed out)] found in [ena-135085.tmp ...%Error opening tftp://172.20.6.24/ena-135085.tmp

(Timed out) CORE-MPLS-ASR1006-12OC-1#]

Explanation: This error occurs because an expected <error> has been received as a response. In other words, the system sent the device a command; the adapter logic has coded into it good responses and error responses, and the system has received one of these known errors in response.

User Response: Examine the transcript for the error message the device generated and correct the problem it identified.

Message: Device not accessible for Snapshot. Check address, ssh public key and access list settings.

Explanation: This error occurs because the system could not reach the device for various reasons when using Telnet, SSH, or HTTP and the device did not respond.

User Response: Perform the following tasks in the mentioned sequence:

1. Check IP address, host name, or URL of the device, SSH Public Keys, and ACL settings. Some devices must be configured to allow client connections (for example, by using access control lists), in which case you need to manually configure the device to allow the BMC Network Automation device agent to make its connection. Some devices store SSH host keys and will reject a host whose IP address has been changed, in which case you need to clear those stale stored keys manually. If all of these parameters are correct, proceed to step 2.   
2. Examine the transcript for the error message that the device generated and correct the problem it identified.
   • If a device is using Telnet, you might see the following error message: No route to host. 
   • If a device is using SSH, the error message could appear because of the following reasons:
     • If a device is using SSH 1, it cannot connect to the application server because SSH 1 is deprecated in BMC Network Automation. As a workaround, use Telnet.
     • Some devices need interactive authentication as compared to the embedded protocol-based authentication (user name and password). So, you need to set the SupportsInteractiveSshAuth property to true in the device adapter. In addition, some devices need a pseudo terminal type for communication. So, you need to set the sshPseudoTty property in the device adapter. For information about these properties, see Developing a device type adapter. 
     • Try establishing a connection manually from the application server or the remote device agent to the device using the user name and password that is used in the device security profile.
     • If a device is not using FIPS-compliance algorithms, you need to set the fipsMode property to false in the BCAN_DATA\global.imported.properties file and restart the BMC Network Automation web services.

The following video (5:26) explains how to troubleshoot this issue.

https://www.youtube.com/watch?v=FOp9crTWhnA