Troubleshooting monitor or device association to groups


In the TrueSight console, on the Infrastructure Policies screen, after an infrastructure policy is created in the Server tab with the Add Associated Devices to Group checkbox selected, the Groups page loads very slowly and groups are not being updated with added devices on the Configuration > Groups page. However, new devices are correctly displayed on the Configuration > Managed Devices page in the TrueSight console. When the created policy is applied on TrueSight Infrastructure Management, groups associated with the devices are displayed, however the associated devices are not displayed and a dialog box with the following error message is displayed:


Specific debugging for reproducing the issue

  • On the TrueSight Presentation Server, enable debugging by running the following commands:

           tssh logger debug on -n CMA
     tssh logger debug on -n

  • On the TrueSight Infrastructure Management Server, enable debugging by running the following command:

            pw debug on -p jserver

  • In the TrueSight console, go to Configuration > Infrastructure Policies and attempt to add a Device to a Group in the Server tab by creating or modifying the infrastructure policy.
  • On TrueSight Infrastructure Management, verify if the device was added to the group and the device status is displayed as OK.
  • In the TrueSight console, verify that the device is not added to the group.
  • For further debugging, you can analyze the following log file locations :

    TrueSight Presentation Server logs:
    <install dir>\truesightpserver\logs

    TrueSight Infrastructure Management logs:
    <install dir>\pw\pronto\logs

    In addition to analyzing the preceding log files, run the following command on the TrueSight Infrastructure Management server and check the output:

    runsqli "select count(*) from groupmos where motypeid!=1 and MOINSTID not in (select itemid from item_cfg)"

Other common issues related to Groups




Additional troubleshooting steps or information


Devices not showing up in groups in the TrueSight console

Ensure that the TrueSight Presentation Server has adequate RAM and the conf files have been tuned correctly.

If the TrueSight Presentation Server is on a VM, ensure that resources have been reserved.

If the symptom persists, see Debugging steps.


In the TrueSight console, the hierarchy of Groups gets distorted

Open a command prompt window and go to the <InstalledDirectory>\TrueSightPServer\truesightpserver\bin directory.

  1.  To set the message queue size to 1000, run the following command. The default value is 500.
    tssh properties set messageQueueSize 1000
  2. To apply the updated setting, run the following command:
    tssh properties reload


In the TrueSight Presentation Server, there is no limitation to add number of devices in a static group, however not all devices will be listed in the Group name view at Monitoring > Groups

To get the output of group information from the TrueSight Presentation Server PostgreSQL database, do the following steps:

  • Go to  the truesightpserver/modules/pgsql/bin directory and run the following command to access the database:
    ./psql -U admin -d truesight
  • Run the following queries to get the output of tables:

    select * from groupdesc;
    select * from groupcontents;

    Check groupid and contentkey to make sure the required devices exist in the group.

The Devices list page is a common component used in groups, applications, and services in the TrueSight console. Devices under group details list 200 devices (default) and this value can be changed to 100, 200, or 300 per page in user preferences setting in the device list page. There is no option to modify the values.

An idea is raised to enhance the feature at


All devices are not listed under the rule-based created group.

When we preview the matching hosts, we get a long list of devices, however when we look at the group there are no devices listed. Devices seem to get listed correctly while creating normal groups and not for rule-based groups. In the TrueSight Infrastructure Management server, rule- based groups are working correctly.

The AppContextGroup.log file displays the following error stack trace:

ERROR 03/14 15:30:10.567 [Thread-3373] AppContextGroup BMC_TS-AC000038E [Update flow: ] Exception while processing rule based group -> [tetsing_again]
 java.lang.NullPointerException: null

Apply all latest Fix Pack and hotfixes.

If the issue still persists, do the following steps for further root cause analysis:

Step 1:  On the TrueSight Presentation Server, open the command prompt and go to “%TRUESIGHTPSERVER_HOME%\truesightpserver\modules\pgsql\bin\" directory.

Step 2:  Run the following command on the command prompt window:
psql -U <dbUserName> -d <dbname>
For example: psql -U admin -d truesight

Note: dbUserName can be retrieved from the file at the location %TRUESIGHTPSERVER_HOME%\truesightpserver\conf\secure\dbvault.ks from the identify keyword

Step 3: From the TrueSight Presentation Server, run the following commands:

\copy (select * from device) to 'c:\temp\devicecontents.txt'
\copy (select * from groupdesc) to 'c:\temp\groupdesc.txt'
\copy (select * from grouprelationship) to 'c:\temp\grouprelationship.txt'
\copy (select * from groupcontents) to 'c:\temp\groupcontents.txt' 

Step 4: Type \q to quit the database session and share all the database output file.

Step 5: Copy GroupRelations.jsp to the %TRUESIGHTPSERVER_HOME%\truesightpserver\modules\tomcat\webapps\ROOT directory.

Step 6: Open the following URL from the browser and share the output: https://<TSPS_SERVER_HOSTNAME>/GroupRelations.jsp


Some groups are showing up from the Active Directory (AD) , others that are in the exact same LDAP container with the exact same setup are not showing up.


Do the following steps to troubleshoot further:

  • In Remedy Single Sign-On (RSSO), check if the missing users and groups are shown in your RSSO <your Realm> in the Users and Groups tabs.
  • In RSSO <your Realm>, in the user store, search the values for Search Timeout and Max Search Results. You may want to increase them.
  • Compare your Search Base DN with your AD environment to make sure that it is as near as possible to your users and groups. Ensure that your search filters are as specific as possible for the users and groups desired.
  • Regardless of any changes made, if the problem still persists, send logs from the following RSSO and the TrueSight Presentation Server log file locations:

    C:\Program Files\BMC Software\TrueSightPServer\truesightpserver\logs
    C:\Program Files\BMC Software\AtriumSSO\tomcat\logs 

Related topics

Defining a monitoring policy

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