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BMC TrueSight Operations Management 11.3.04 Troubleshooting

Troubleshooting version 11.3.04 upgrade and post-upgrade issues

Use this troubleshooting information if you have issues with the upgrade and post-upgrade of TrueSight Operations Management.

Related topic

Installing

.Upgrading v11.3.04

TrueSight Presentation Server issues

SymptomIssueWorkaround

Custom PostgreSQL command is not working and showing the following error after upgrading TrueSight Presentation Server service pack to 11.3.05.

./psql: error while loading shared libraries: libpq.so.5: cannot open shared object file: No such file or directory

Missing the expected path.

Export the following env variable:

export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:$TRUESIGHTPSERVERHOME/truesightpserver/modules/pgsql/lib

Commands present in pgsql/bin directory starts working.

PostgreSQL DB replication fails after upgrading TrueSight Presentation Server service pack (11.3.05) on secondary server and secondary server does not show up.

The pg_hba.conf file doesn't contain correct Hostname and IpAddress.

Check the pg_hba.conf file for correct Hostname and IpAddress of both the nodes on the primary Server. If it's not replicated correctly, follow the below steps:

  1. Navigate to TrueSight Presentation primary server <TrueSight Presentation Server>\truesightpserver\data\pgsql\pg_hba.conf  and add IP address of primary and secondary TrueSight Presentation Server:

    host replication replicator <TrueSight Presentation Server_Primary_IP>/32 trust 
 
host replication replicator <TrueSight Presentation Server_Secondary_IP>/32 trust

  2. On Primary TrueSight Presentation Server, navigate to <TrueSight Presentation Server-HOME>/truesightpserver/modules/pgsql/bin and run the following command:

    pg_ctl reload -D <TrueSight Presentation Server_HOME>/truesightpserver/data/pgsql
  3. Update the PG_VERSION file to the latest version of PostgreSQL info on secondary TrueSight Presentation Server and restart of the secondary TrueSight Presentation Server.

Installation fails in an HA environment.


Issue is observed only when an existing standalone setup was converted into an HA environment.


Failure is due to the missing TrueSight_High_availability properties in the TrueSightPServerInstalledConfiguration.xml file.

  • Run the TrueSight Health Check Tool to check that the property is set properly. For more information, see TrueSight Health Check Tool. Open link

  • For the wizard-based installation, follow the instructions mentioned in Preparing the primary server by verifying the XML properties Open link
    and Preparing the secondary server by verifying the XML properties. Open link

    Or

  • For the silent installation, follow the instructions mentioned in Preparing the primary server by verifying the XML properties Open link

and

Preparing the secondary server by verifying the XML properties. Open link

Index server process fails to start on Linux.



/tmp folder is mounted with noexec option.

Run the findmnt command and verify the filesystem that the /tmp directory resides in is mounted with exec option.

If it shows noexec for /tmp, remount it with exec option. For example, mount -o remount,exec /tmp.

Follow the instructions specified in the Complete the pre-installation tasks for the Presentation Server. Open link

The PostgreSQL DB fails to start after the upgrade.The Database Server process shows as not running.
  1. Log into the host machine.
  2. From the command prompt, run the pg_resetxlog.exe command on Windows or pg_resetxlog on Linux.
    For more information, see TrueSight Presentation Server does not start due to PostgreSQL DB unavailability. Open link
(On Linux) The installation or upgrade terminates immediately.The installer wizard fails to launch.
  1. Download the fontconfig-2.13.0-4.3.el7.x86_64.rpm file.

  2. Run the fc-list : file command to verify if the font exists. If the font is not present, run the yum install -y dejavu-serif-fonts command to install the font.

  3. Run the installer.

TrueSight Console performance degrades.

Core Server (CSR) process causes CPU spike.Download and install the latest hotfix from the ftp://ftp.bmc.com/pub/TSPS/PATCHES/11.3.04/ location.

TrueSight Infrastructure Management issues

SymptomIssueWorkaround
(On Linux) The installation fails with the message "CSH shell is not installed on the system" even though CSH shell is installed./tmp folder is mounted with noexec option.

Run the findmnt command and verify the filesystem that the /tmp directory resides in is mounted with exec option.

If it shows noexec for /tmp, remount it with exec option. For example, mount -o remount,exec /tmp.

For more information, see Prerequisites specific to Linux. Open link

Upgrade takes hours to complete.Reports directory size is too large.

If the size of the <installation directory>\pw\pronto\web\html\reports directory is more than 1GB, either move the contents of that directory to a different location or delete the contents before you start the upgrade.

Multiple issues are observed if the bppmws_internal user password was changed before the upgrade.

The upgrade replaces the bppmws_internal_key property in the bppmws_internal.properties file with the default value.
  1. From the <installation directory>11.x.xx\pw\pronto\conf backup location, copy the file bppmws_internal.properties file to the <installation directory>\pw\pronto\conf location.
    For example, if the installation directory in version 11.3.03 was C:\Program Files\BMC Software\TrueSight and you are upgrading from 11.3.03 to 11.3.04, the backup location will be C:\Program Files\BMC Software\TrueSight11.3.03
  2. Restart the server by running the pw sys start command.
    For more information, see https://community.bmc.com/s/article/Issues-observed-in-TrueSight-Operations-Management-11-3-04-if-bppmws-internal-user-password-was-changed-before-upgrade. Open link
The secondary server restarts on its own when it is being stopped.

The secondary server restarts as the publishing server (pserver) continues to run without stopping.

  1. From the Secondary server, edit the JNPServers parameter to the localhost:<port> in the pclient.conf and pserver.conf files and save.
  2. Restart the Secondary server.
    For more information, see https://community.bmc.com/s/article/TrueSight-Infrastructure-Management-TSIM-Secondary-TSIM-takes-long-time-to-stop-which-results-in-it-restarting-itself. Open link
(On Linux) The Publishing server fails to start after the upgrade.The Publishing server fails to start due to the duplicate pronet.ps.psName property entry in the pronet.conf file.
  1. Log into the Infrastructure Management.
  2. From the command prompt, edit the <installation directory>\pw\custom\conf\pronet.conf file.
  3. Search and remove the extra pronet.ps.psName property entry.
  4. Restart the service.
Data collection stops on some of the monitor instances when using Oracle 19c.

TrueSight Infrastructure Management with Oracle 19c needs ojdbc8.jar file.

  1. Stop the TrueSight Infrastructure Management server.
  2. Copy ojdbc8.jar file from /usr/pw/apps3rdparty/jdbc/oracle_repo and paste it in the following two folders:
    • /pw/apps3rdparty/jdbc
    • /pw/monitors/shared/apps3rdparty/jdbc
  3. Delete ojdbc7_patched.jar file from following location:
    • /pw/apps3rdparty/jdbc/ 
    • /pw/monitors/shared/apps3rdparty/jdbc
  4. Restart the TrueSight Infrastructure Management server.
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Last modified by Krutarth Mohakud on Dec 08, 2022
troubleshooting installation reference upgrade post-upgrade

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