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BMC TrueSight Infrastructure Management 11.3 ... Troubleshooting Troubleshooting the administration of Infrastructure Management

Debugging the Administration Console

Enabling General debugging

The general debugging is quick method to get a general idea about the errors and is useful when you are not sure about which module is involved in the process.

Console TypeWindowsLinux
Local Administrator Console
  1. Log on to the Infrastructure Management host computer.
  2. From the command line, navigate to the installation directory installationDirectory\pronto\logs\debug\Admin.log .
  3. Run the pw admin debug command.
    The general debugging is enabled.
  1. Log on to the Infrastructure Management host computer.
  2. From the command line, navigate to the installation directory installationDirectory/pronto/logs/debug/Admin.log.
  3. Run the pw admin debug command.
    The general debugging is enabled.
Remote Administrator Console
  1. Log on to the Infrastructure Management host computer.
  2. From the command line, navigate to the admin directory <ADMIN_INSTALL_DIR>\BMC Software\TrueSight Admin\admin.
  3. Run the admin.cmd debug command.
    The general debugging is enabled.
  1. Log on to the Infrastructure Management host computer.
  2. From the command line, navigate to the admin directory.
  3. Run the admin.sh debug command.
    The general debugging is enabled.


jadmin.out file creation for both local and remote admin console

When you start admin console in debug mode it generates jadmin.out file in the following directory:

  • On Windows: installationDirectory\pronto\logs
  • On Linux: installationDirectory/pronto/logs


Enabling Specific or Framework debugging

  1. Open ix.properties file from the following location:
    • Local Administrator Console:
      • On Windows: installationDirectory\pw\admin\etc
      • On Linux: installationDirectory/pw/admin/etc
    • Remote Administrator Console: 
      • On Windows: installationDirectory\admin\etc
      • On Linux: installationDirectory/admin/etc
  2. Locate an entry  -> framework_debug=false - > un-comment it and set it to true.
  3. Open the Administrator Console, then click on Edit menu  > Configure  >  Administration Settings.
  4. Select the Debug tab and enable the required options in INFO or ERROR mode. For more information, see Enabling the framework debugging by different modules.

  5. After the selections, exit the Administrator Console.
  6. Reopen the Administrator Console in debug mode (use the command from the Enabling General debugging section).
    The Administrator Console opens and generates the following traces files:
    • Local Administrator Console:
      • On Windows: installationDirectory\pw\pronto\logs\jadmin.out
      • On Linux: installationDirectory/pw/pronto/logs/jadmin.out
    • Remote Administrator Console:
      • On Windows: installationDirectory\admin\pronto\logs\jadmin.out
      • On Linux: installationDirectory/admin/pronto/logs/jadmin.out

    Undo Debugging

    Remember to undo debugging after finishing the task.

Enabling the framework debugging by different modules 

Use the following information to enable the framework debugging for different modules. You can set the following modules to INFO or WARNING mode to increase the logging:

EnabledSeverity LevelModule NameDescription
falseERRORAclSiteManages the Access Control List.
falseERRORAdministrationViewView to administer the Impact Managers. Any problem with view of Administration tab. Admin tab is not visible,
if there are problems in creating policies.
falseERRORAliasFormulaThe AliasFormula Editor and its supporting classes. Any problems with Alias Formula creation. Alias Formula Editor is not displayed.
falseERRORCentral Admin Configuration ModuleCentral Admin Configuration Module. Problems related to CA tab.
falseERRORCentral Admin Logs Provider Debug ModuleCentral Admin Logs Provider Debug Module. Problems related to CA tab.
falseERRORCentral Admin Support Package ModuleCentral Admin Support Package Module. Problems related to CA tab.
falseERRORCentral Admin WorkLoadDetails ModuleCentral Admin WorkLoadDetails Module. Problems related to CA tab.
falseERRORcentral_admin_workloaddetails_modulecentral_admin_workloaddetails_module. Problems related to CA tab.
falseERRORClassTreeThe Navigation Pane containing the tree of cellgroups, cells and classes. Responsible of console interaction. Problems related to events tree. Cell not connected.Tree not displayed properly.
falseERRORCollectorTreeThe top level for the Explorer Collector Tree. Problems related to collector tree. Tree not getting displayed. Incorrect counts for events in collectors.
falseERRORCollectorTreeControllerActs as controller between the model and the view. Interacts with the main Explorer Collector Tree. Problems related to collector tree. Tree not getting displayed. Incorrect counts for events in collectors.
falseERRORCollectorTreeModelDrives data into the CollectorTree JavaBean (the view). Responsible for the roles and collector requests to the Impact Managers. Problems related to collector tree. Tree not getting displayed. Incorrect counts for events in collectors.
falseERRORComponentBusManages inter-component communication. Communication problems between IX and cell. Data from cell not retrieved correctly. Cell data not displayed at all.
falseERRORcontext_sensitive_menu_action_handlerCA tab specific. If proper actions/icons are not displayed for components in Graph view of CA tab.
falseERRORDataListsManages the data lists.
falseERRORExplorerServerCommunicationLogin Server Communication Component. Communication with IAS. Unable to log in.
falseERRORExtendedDetailsManages extended details for Events and Services. Extended details for Event and Component. Event details (for example, History,Internals) not displayed. Component Details in services graph (for example, Status,Advanced) not displayed.
falseERRORFrameworkThe application framework. Problems related to main IX Frame. IX launching issues. Different tabs not displayed. IX hang.
falseERRORImpactExplorerImpact Explorer's main application class. Runs with IX launch. Keep it always enabled for debug.
falseERRORImpactManagerAdminComponentThe component responsible of kb and control requests to Impact Managers. Layer above ImpactManagerComponent. Problems related to information retrieval from cell. Events not displayed for cell.
Cell not getting connected. Invalid event data (slot_values).
falseERRORImpactManagerCommunicationImpact Manager Communication Bean. Problems related to information retrieval from cell. Events not displayed for cell.
Cell not getting connected. Invalid event data (slot_values).
falseERRORImpactManagerComponentImpact Manager Communication Component. Problems related to information retrieval from cell. Events not displayed for cell.
Cell not getting connected. Invalid event data (slot_values).
falseERRORImpactManagerInfoInformation about a selected impact manager. Problems related to information retrieval from cell. Events not displayed for cell.
Cell not getting connected. Invalid event data (slot_values).
falseERRORImpactManagerObjectComponentThe component providing high level event and data requests to Impact Managers. Layer above ImpactManagerComponent. Problems related to information retrieval from cell. Events not displayed for cell.
Cell not getting connected. Invalid event data (slot_values).
falseERRORLocalActionsResponsible for all local actions taken against events in the Explorer. Problems related to local Actions. Local Actions not getting executed for events.
falseERRORPolicyListsManages the policy lists. Policy creation under Administration Tab. Problems related to policy/selector creation, editing, etc.
falseERRORPolicyTreeThe Navigation Pane containing the tree of cellgroups, cells, Selectors, and Policies. Responsible of console interaction. Related to Policy Tree under Administration tab. Selectors/policies/event classes not displayed in the tree. Similar problems in updating the tree.
falseERRORPriorityEngineRequests Impact Managers for updated priority information on collectors. Notifies listeners of priority changes.
falseERRORRemoteActionsAnything related to Remote Actions. Examples: creating Remote Actions in Server, Remote Actions not executing, etc.
falseERRORResourceSiteManages loading and saving of application resources. Problems related to resources. Resources like files and images not getting loaded/stored correctly (for example, from .econsole in standalone/weblaunch IX)
falseERRORSeverityEngineRequests Impact Managers for updated severity information on collectors. Notifies listeners of severity changes.
falseERRORStatusbarSiteManages the status bar. Problem related to display of status bar messages. For example, status bar messages are not displayed correctly.
falseERRORTenant ManagementTenant Management.
falseERRORTimeFrameThe Timeframe Editor and its supporting classes. Problems related to Time Frame Editor. Setting TimeFrame during policy creation.
falseERRORTopologyDetailInformation about the Topology view. Related to graph view in CA Tab and Services Tab. Graph in CA Tab erroneously displayed. Graph in services tab incorrect. Related Components for components under Services Graph not displayed correctly. Search for components not performed correctly.

Affected Debuggers

The Impact Administration module was deprecated after the TS 10.7 release and is not available.

This affects the following debuggers:

  • ImpactManagerAdminComponent
  • ImpactManagerCommunication
  • ImpactManagerComponent
  • ImpactManagerInfo
  • ImpactManagerObjectComponent 

Common login issues in TrueSight Infrastructure Management Admin console

The following scenarios describe a few of the possible login issues: 

IssueSymptomCauseSolution

TrueSight Infrastructure Managementsupports RSSO with SAML, but when configured incorrectly the Admin console does not work.

  • You can log in to the TrueSight console and theTrueSight Infrastructure ManagementOperations console but cannot log in to theTrueSight Infrastructure ManagementAdmin console.
  • The following error appears in $RSSO_HOME/tomcat/logs/rsso*.log:

    SEVERE Thread_33 com.bmc.rsso.auth.handler.TokenServletAuthRestHandler.handleAuthException(): Authentication request issue Details: Kerberos/Cert/SAML auth not supported
The Admin Console has to use Realm * but does not work with SAML or KERBEROS.
  1. Configure RSSO.
  2. So the Realm * has only Local or LDAP, and the Admin console will be able to authenticate successfully. Relocate other authentication mechanisms to another Realm.

Unable to log in to theTrueSight Infrastructure Management Admin console as TrueSight Infrastructure Management server is not registered in TrueSight console.

  • The following error appears in the $TRUESIGHT_HOME/pw/pronto/logs/ias/ias*.log:

    SEVERE [Thread-1,EXECUTOR_POOL] com.bmc.sms.ixscomm.authentication.truesight.TrueSightLoginModule.doLogin -> Error in TrueSightLoginModulejavax.security.auth.login.LoginException: Cannot Login. Tenant is null.

This might happen due to the TrueSight Infrastructure Management server not being added or registered into the TrueSight consoleserver under the components, as the error suggests tenant value is null.     

  1. Log in to theTrueSight console and add the TrueSight Infrastructure Managementserver from Administration > Components.
  2. When it is connected, you should be able to log in to theTrueSight Infrastructure Management Admin console.

The BPPM or TrueSight Infrastructure Management server directory (installationDir\pw\apache\logs\) contains log files, which are large in size causing login issue in TrueSight Infrastructure Management Admin console.

  • The following error appears when trying to log in to the TrueSight Infrastructure Management Admin console:

     BMC-BSW000001E Unable to authenticate user admin.





The following logs in installationDir\pw\apache\logs\ directory can grow unbounded and can cause login issue to TrueSight Infrastructure Management Admin console:

  • access.log
  • ajp.log
  • deflate.log
  • error_log
  • ssl_request_log
  1. Back up the installationDir\pw\apache\logs\ into another folder.
  2. Stop the TrueSight Infrastructure Management server.
  3. Clear the installationDir\pw\apache\logs\ folder content.
  4. Start the TrueSight Infrastructure Managementserver.
  5. Log in to the TrueSight Infrastructure ManagementAdmin console.

TrueSight Infrastructure ManagementAdmin console login screen does not respond since entry in the ias.properties file located in pw/pronto/conf location is in an incorrect format.

  • When you log in to the TrueSight Infrastructure Management Admin console and enter the username and password, TrueSight Infrastructure Management Admin console login screen does not respond. Ias0.log with FINEST level logging reported following exception:

    SEVERE [Impact Admin Server] com.bmc.sms.ixscomm.synchronization.PrimarySyncMgr.init -> Backup server is in wrong format: [Ljava.lang.String;@2d0d4c38
    SEVERE [Impact Admin Server] com.bmc.sms.ixscomm.jmx.IXSComm.startService() -> Failed to start IXS service
    com.bmc.sms.ixscomm.util.exception.MccsException: Backup server information is in a wrong format!at com.bmc.sms.ixscomm.synchronization.PrimarySyncMgr.init(PrimarySyncMgr.java:85)

    at com.bmc.sms.ixscomm.jmx.IXSComm.startService(IXSComm.java:266)

This suggests that the entry in the ias.properties file located in pw/pronto/conf is in an incorrect format.

 The correct format is indicated below:

  com.bmc.sms.ixs.backup.server=hostname1:port1,hostname2:port2,...

  1. Correct the entries then save the file .
  2. Restart the BMC Impact Administrator server from the services menu or by using the admin-reinit command.

When you are trying to log in to theTrueSight Infrastructure Management Remote Admin console, the error unread block data appears.

  • When you log in to the TrueSight Infrastructure Management Admin console installed remotely from the TrueSight Infrastructure Management Application server, the following error appears:

    BMC-BSW000002E Login is not available.
    unread block data

The pw_server.jar file from the TrueSight Infrastructure Management Server <Install_Dir>\pw\pronto\lib directory is missing in the remote TrueSight Infrastructure Management Admin Console. This issue occurs after applying TrueSight Infrastructure Management 11.3.0x hotfix versions.

  1. Copy the pw_server.jar file from the TrueSight Infrastructure Management Server <Install_Dir>\pw\pronto\lib directory to the remote TrueSight Infrastructure ManagementAdmin Console <Install_Dir>\admin\pronto\lib directory.
  2. Log in to the Remote Admin console.




 

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Last modified by Krutarth Mohakud on Nov 26, 2020
infra_management troubleshooting administrator_console task

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