Troubleshooting component registration errors

Supported with 11.3.02 and later

The option to check the errors using the BMC_TS-PL000206 error code in the TsimAudit.log file is supported only with TrueSight Presentation Server version 11.3.02 and later.

The TrueSight Presentation Server may fail to connect to the Infrastructure Management Server sometimes and display the following errors. To resolve an error, perform the steps associated with the respective error.

Errors in the log file

If you want to check the complete workflow associated with these errors, search the TsimAudit.log file present in the <Presentation Server Installation Directory>\truesightpserver\logs\ directory using the BMC_TS-PL000206 error code. You can contact BMC Customer Support for further assistance.

Unable to establish a JMS connection with the {param} component

Resolution:

  1. Wait for a few minutes before refreshing the page.
  2. If the issue persists, run the pw license list command to ensure that the Infrastructure Management Server shows a valid license expiration date and does not show the Failure to connect to server message.

Component port: {port_number} is not available

Resolution:

Check if the specified port is accessible. Also, run the pw system status command to ensure that the Infrastructure Management Server is up and running. You can check the availability of a component's port by running the tssh component portcheck command in the Presentation Server. For details, see  Checking a component port availability from the Presentation Server.

Infrastructure Management Server service unavailable. Check TsimAudit.log for details

Resolution:

  1. Run the pw system status command to ensure that the jserver is up and running.
  2. Run the pw license list command to ensure that the Infrastructure Management Server shows valid license expiration date and does not show the Failure to connect to server message.

Failed to register the Infrastructure Management Server

Apply the valid license on Infrastructure Management Server and run the pw license list command. The license must show valid expiration date.

Component license has been tampered. Check TsimAudit.log for details

Apply the valid license on Infrastructure Management Server and run the pw license list command. The license must show valid expiration date.

Component license has expired. Check TsimAudit.log for details

Apply the valid license on Infrastructure Management Server and run the pw license list command. The license must show valid expiration date.

Cell information for the {param} is not available

Resolution:

  1. Run the pw system status command to ensure that the Infrastructure Management Server cell is up and running.
  2. Check the cell entry in the mcell.dir file in the following directories:
    • Presentation Server: <Presentation Server Installation Directory>\truesightpserver\conf
    • Infrastructure Management Server: <Infrastructure Management server Installation Directory>\pw\server\etc

Failed to change messaging configuration details. Check TsimAudit.log for details

Run the pw system status command to ensure that the pronet_cntl process is up and running.

Failed to add event gateway details in mcell.dir. Check TsimAudit.log for details

Check the disk space of the host computer running the Infrastructure Management Server. Also check the mcell.dir file size and entry.

Component is unreachable or not running

Resolution:

  1. Ensure that the Infrastructure Management Server hostname or load balancer hostname is correct.

  2. Ensure that the Infrastructure Management Server hostname or load balancer hostname is correct. Run the pw system status command to ensure that the Infrastructure Management Server is up and running. If you are using load balancer, make sure it is up and running.

Hostname cannot be resolved

Resolution:

Check if the hostname is valid. Ensure that the DNS server is able to resolve the hostname or the host file has an entry for the hostname.

Unable to establish a connection with the Infrastructure Management Server cell

Resolution:

  1. Run the pw system status command to ensure that the Infrastructure Management Server cell is up and running.
  2. Check the cell entry in the mcell.dir file in the following directories:
    • Presentation Server: <Presentation Server Installation Directory>\truesightpserver\conf
    • Infrastructure Management Server: <Infrastructure Management Server Installation Directory>\pw\server\etc

Failed to reload the entries in mcell.dir in the Infrastructure Management Server cell. Check TsimAudit.log for details

Resolution:

  1. In the TrueSight console, go to Administration >  Components. From the component list, select the action menu next to the component's name, and select Edit. Increase the Component Initialization Timeout (min) value under Custom Settings, and click Save.
  2. Log in to the host computer running the Infrastructure Management Server, and run the mgetinfo -n <cell name> -v connect command from the command prompt. The command displays the cell communication status as the output. Ensure there is connection established for ts_event_gateway to TrueSight Presentation Server IP Address.

Unable to establish a connection with the Truesight Presentation Server {param} index server process. Check TsimAudit.log for details

  1. Run the tssh server status command to ensure that the index server process is up and running
  2. Check if network.publish_host property is mentioned correctly in the <Presentation Server Install Directory>\truesightpserver\modules\elasticsearch\config\elasticsearch.yml file.

TrueSight Infrastructure Management certificate has expired. Check TsimAudit.log for details

When you try to add a TrueSight Infrastructure Management in the TrueSight console or restart an already connected Infrastructure Management Server, the following error message is displayed on the Component page in the TrueSight console:

TrueSight Infrastructure Management certificate has expired. Check TsimAudit.log for details

In addition to this error message, an event and an email notification are triggered to indicate the error condition, if you have configured for Self-health monitoring event and email.

Resolution:

  1. Run the tssh certificate verify TSIM command to verify that the Infrastructure Management Server certificate is valid. For details, see Creating and importing certificates in TrueSight Presentation Server.
  2. If the Infrastructure Management Server certificate is expired, run the tssh certificate import TSIM command to import a valid certificate from the Infrastructure Management Server into the Presentation Server. For details, see Creating and importing certificates in TrueSight Presentation Server.
  3. Restart the Presentation Server.

TrueSight Infrastructure Management certificate has errors. Check TsimAudit.log for details

When you try to add a TrueSight Infrastructure Management in the TrueSight console or restart an already connected Infrastructure Management Server, the following error is displayed:

TrueSight Infrastructure Management certificate has errors. Check TsimAudit.log for details

Resolution:

Ensure that the Infrastructure Management Server certificate is valid by running the tssh certificate verify TSIM command. For details, see Creating and importing certificates in TrueSight Presentation Server.

TrueSight Infrastructure Management has SSL configuration errors. Check TsimAudit.log for details

When you try to add a TrueSight Infrastructure Management in the TrueSight console or restart an already connected Infrastructure Management Server, the following error is displayed:

TrueSight Infrastructure Management has SSL configuration errors. Check TsimAudit.log for details

Resolution:

Ensure that the Infrastructure Management Server certificate is valid by running the tssh certificate verify TSIM command. For details, see Creating and importing certificates in TrueSight Presentation Server

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