Unable to connect to the Infrastructure Management Server

The TrueSight Presentation Server fails to connect to the TrueSight Infrastructure Management server and displays the following error:

Error: Unable to connect.

The following section explains probable causes and workaround steps:

Probable cause 1:

  1. The TrueSight Infrastructure Management server is communicating with the TrueSight Presentation Server (TSPS1).
  2. The TrueSight Presentation Server (TSPS1) shuts down or stops responding.
  3. The TrueSight Infrastructure Management server establishes communication with the second TrueSight Presentation Server (TSPS2) and starts communicating with it.
  4. The first TrueSight Presentation Server (TSPS1) restarts.
  5. The first TrueSight Presentation Server (TSPS1) tries to connect to the TrueSight Infrastructure Management server but fails, as the TrueSight Infrastructure Management server is connected to the second TrueSight Presentation Server (TSPS2).

The TrueSight Infrastructure Management server is now associated with both TrueSight Presentation Server (TSPS1 and TSPS2) that are running at the same time.

You can verify this by performing the following steps:

  1. Navigate to the <Infrastructure Management server Install directory>/pw/tomcat/logs directory and open the localhost_access_log.<date>.txt file.
  2. You can find two heartbeat messages from both the TrueSight Presentation Servers as shown in the following log message: 

    tsps1.bmc.com - - [03/Jan/2018:22:19:05 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 234

    tsps2.bmc.com - - [03/Jan/2018:22:19:25 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 77

    tsps1.bmc.com - - [03/Jan/2018:22:20:05 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 234

    tsps2.bmc.com - - [03/Jan/2018:22:20:25 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 77

    Note

    When an TrueSight Infrastructure Management server is connected to only one TrueSight Presentation Server, you can find one heartbeat message every minute in the localhost_access_log.<date>.txt file.

As a workaround, delete the TrueSight Infrastructure Management server component from the second TrueSight Presentation Server (TSPS2) as explained in the following steps:

  1. Log on to the computer where the second TrueSight Presentation Server (TSPS2) is installed.
  2. In the TrueSight console, go to Administration >  Components. From the Component list, select the action menu  next to the component's name and select  Delete.
  3. To begin the deletion process, click OK. For more information, see  To delete a component from the TrueSight Presentation Server .
  4. Restart the first TrueSight Presentation Server (TSPS1).
  5. Restart the TrueSight Infrastructure Management server.

Probable cause 2

The error might occur when the TrueSight Infrastructure Management server is connected to a primary TrueSight Presentation Server that is operating in disaster recovery mode as explained in the following section:

  1. The TrueSight Infrastructure Management server is communicating with the primary TrueSight Presentation Server operating in disaster recovery mode.
  2. The primary TrueSight Presentation Server shuts down or stops responding.
  3. The TrueSight Infrastructure Management server establishes communication with the recovery TrueSight Presentation Server and starts communicating with it.
  4. The primary TrueSight Presentation Server restarts.
  5. The primary TrueSight Presentation Server tries to connect to the TrueSight Infrastructure Management server but fails, as the TrueSight Infrastructure Management server is connected to the recovery TrueSight Presentation Server.

The TrueSight Infrastructure Management server is now associated with both Primary and recovery TrueSight Presentation Servers that are running at the same time.

You can verify this by performing the following steps:

  1. Navigate to the <Infrastructure Management server Install directory>/pw/tomcat/logs directory and open the localhost_access_log.<date>.txt file.
  2. You can find two heartbeat messages from both the TrueSight Presentation Servers as shown in the following log message: 

    primary_tsps.bmc.com - - [03/Jan/2018:22:19:05 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 234

    recovery_tsps.bmc.com - - [03/Jan/2018:22:19:25 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 77

    primary_tsps.bmc.com - - [03/Jan/2018:22:20:05 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 234

    recovery_tsps.bmc.com - - [03/Jan/2018:22:20:25 -1200] "POST /bppmws/api/provider/heartbeat HTTP/1.1" 200 77

    Note

    When an TrueSight Infrastructure Management server is connected to only one TrueSight Presentation Server, you can find one heartbeat message every minute in the localhost_access_log.<date>.txt file.

As a workaround, perform the following steps:

  1. Stop the recovery TrueSight Presentation Server.
  2. Restart the primary TrueSight Presentation Server.
  3. Restart the TrueSight Infrastructure Management server.
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