Troubleshooting the Infrastructure Management operator console

This section lists how to troubleshoot issues that may arise in the operator console.

The Groups Tree view does not display information properly 

On the Infrastructure Management Operator Console, it is possible that you cannot see information properly displayed on the Groups Tree view.

This can happen if you are using one of the latest versions of Google Chrome or Mozilla Firefox because these browsers no longer support the technology required for Java applets. See the following links for more information:

Workaround: Use one of the supported versions of Internet Explorer to view the Groups Tree view.


Graphs are not visible in the Infrastructure Management operator console on a Linux platform

This problem can occur on a Linux platform only. This might happen because of one of the following reasons:

  • The required Arial fonts are not installed on the TrueSight Infrastructure Management server.
  • Required fonts other than Arial are not installed on the TrueSight Infrastructure Management server.

Solution: To resolve this problem, do one of the following:

  • Install Arial fonts.

     Do the following:
    1. Ensure that the user who installed or upgraded Infrastructure Management has read, write, and execute permissions to the following:
      • Arial*.ttf file located at linux/fonts
      • /pw/apps3rdparty/graphing/ folder
    2. Provide 755 permission to the pw\pronto\web\html\graphs\custom\detail folder.
    3. Run the following commands to install Ghostscript:
      • yum install ghostscript
      • yum install ghostscript-fonts

      Note for high-availability environment

      In an HA environment, you need to run the preceding commands on both the primary and secondary servers.

    4. Provide the umask permission to the Infrastructure Management server, with value set to 0022.
    5. Restart the Infrastructure Management server.
  • Install all fonts other than Arial.

     Do the following:
    1. Run the following command on both the primary and secondary servers:
      yum install urw-fonts
    2. Restart the Infrastructure Management server.


Events are not visible in the Infrastructure Management operator console

Events are not visible in the event list on the Infrastructure Management operator console.

Solution

If you modify the structure of an event class on a cell (add a slot to an existing class or add a new class), you must restart TrueSight Infrastructure Management server for the events to be visible on the Infrastructure Management operator console. You can restart TrueSight Infrastructure Management server by running the pw system start command. See How event classes are structured.


Access to the Groups view is blocked

With the Java Runtime Environment 7 update 51, newer self-signed applets are blocked by default and cannot be accessed by a Web browser. Because of this, access to the Groups view in the Infrastructure Management operator console may be blocked.

Workaround

  1. Execute the C:\Program Files (x86)\Java\jre7\bin\javacpl.exe command.
  2. Click the Security tab.
  3. Add the main URL to the exception list by editing the Exception list as follows: http://<hostname>/
  4. Confirm the settings, close the browser and reopen it.


Some events are not localized in the Infrastructure Management operator console

Some events in the Infrastructure Management operator console may not be localized even though the locale and LANG environment variable are set to be non-English.

Workaround

Without restarting the server on which Infrastructure Management is installed, run the pw system start command to restart Infrastructure Management.


The Abnormality Grid view does not display

Sometimes, because of some database activities that are in progress, the Abnormality Grid view does not open and displays an internal error.

Workaround

Close the page and try opening it after some time.


Operator console fails to launch from a computer other than the one on which the server is installed

To launch the operator console URL from a computer other than the one where the server is installed, you might need to change the configuration.

  1. From Control Panel > Network and sharing Center, change Network discovery to Custom.

  2. Change the Windows firewall setting to Off.


Operator console becomes unresponsive

While using the Mozilla Firefox browser, if you navigate away from the tab where you opened the Operator console, and then return to the tab later, the Operator console stops responding.

Workaround

Proceed in one of the following ways:

  • Drag the Operator console tab into a new window and then refresh the page.
  • Access the Operator console in a new window (in a new browser session).


Operator Console fails to cross-launch a child Infrastructure Management server

In the operator console, you cannot cross-launch to a child TrueSight Infrastructure Management server. This might happen because the child server name is not a fully qualified domain name (FQDN).

Workaround

Perform the following steps:
1. In the installation_directory\pw\pronto\conf\servers.properties file, change all the child server entries to FQDN.
2. Restart the central TrueSight Infrastructure Management server.


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