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This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

To view the latest version, select the version from the Product version menu.

Remedy Action Request System 8.1 Troubleshooting

Troubleshooting BMC Remedy SNMP Agent

This section describes some issues you might encounter with SNMP, and possible resolutions.

Problem or question Resolution
You configured BMC Remedy SNMP Agent, but it does not start. BMC Remedy SNMP Agent might be using a port number already in use. SNMP agents are often present and running on many operating systems (especially UNIX) using the default port 161. Open the armonitor.cfg (armonitor.conf) file and change the port number used by BMC Remedy SNMP Agent. Restart BMC Remedy AR System.
You instructed BMC Remedy SNMP Agent to change the value of arsState, but it does not respond to requests. All requests time out.

When the value of arsState is changed (to 1 or 2) by an SNMP set request, BMC Remedy SNMP Agent interprets this as a command to alter the state of the arsSystem to match the new value. It does not respond to additional SNMP requests until either of the following events occur:

  • The call to stop BMC Remedy AR System returns.
  • Eight minutes elapse (if attempting to set arsState to 1).

Make sure that you supplied a community string or a user name that has write permissions.
When you query for the current value of arsState, the result is 2 (down) even though the server is running. Check the value of SNMP-agent-enabled in the armonitor.cfg (armonitor.conf ) file. The value might be set to F. If so, set it to T and restart BMC Remedy AR System.
You set the value of arsState, but there is no change in the state of BMC Remedy AR System.

Check the value of SNMP-agent-enabled in the armonitor.cfg (armonitor.conf ) file. If this is set to F, you cannot stop or restart BMC Remedy AR System. Set this value to T and restart BMC Remedy AR System. If the value is already set to T, verify the following information:

  • The arsnmpd process is running on the system with which you are trying to communicate.
  • You supplied the community string (or user name) that permits read-write operations.
When you make a change to your configuration file, do you need to restart the arsnmpd process? You do not need to restart the arsnmpd process. If you perform an SNMP set operation to change the value of versionUpdateConfig.0 (.1.3.6.1.4.1.2021.100.11.0) to 1, BMC Remedy SNMP Agent rereads the arsnmpd.cfg (arsnmpd.conf ) file.
You want to monitor IP traffic from the MIB-II group, but BMC Remedy SNMP Agent does not respond. Do all SNMP agents support MIB-II? BMC Remedy SNMP Agent supports only the system and SNMP portions of MIB-II at this time. To gather additional MIB-II data, query the SNMP agent that is monitoring your operating system.
You configured BMC Remedy SNMP Agent to send trap messages to your Network Management Station (NMS), but there are no messages.

Verify the following information:

  • Check the arsnmpd.log file for trap-related error messages. If BMC Remedy SNMP Agent cannot connect to a trap receiver, you see the following entry:
 Error: Cannot create trapsink*:* <nameOfTrapReceiver_>.

_

  • The agent is using the correct port number for sending traps to your Network Management Station (NMS). Most NMSs listen to the default port of 162 for receiving SNMP trap messages.
  • You supplied the correct community string for your NMS in the trapsink /trapsink directive in the arsnmpd.cfg (arsnmpd.conf ) file.
  • The NMS supports the type of trap message you are sending. Traps are formatted according to either v1 or v2 of the SNMP protocol. If you configured BMC Remedy SNMP Agent to send trap messages formatted according to v2 to an NMS that supports only v1, you must update your BMC Remedy SNMP Agent configuration to send v1 traps instead.
  • Any daemon processes required for receiving trap messages are running on your NMS.
BMC Remedy SNMP Agent is running, but you do not receive any information. All requests time out.

Verify the following information:

  • You are using proper authentication. If you provided an incorrect user name or password, your request times out because BMC Remedy SNMP Agent does not respond.
  • You configured all access control components. (BMC Remedy SNMP Agent can run without an arsnmpd configuration file.) Check the arsnmpd.log file in the db directory of your BMC Remedy AR System installation. If you did not configure access control in the arsnmpd configuration file, you see the following entry:
Warning: no access control information configured. This agent cannot serve any useful purpose in this state.Config search path: <Install directory>\BMC Software\ARSystem\CONFRun "snmpconf -g basic_setup" to help you configure the arsnmpd.conf file for this agent. NET-SNMP version 5.7.1 

Warning: no access control information configured.
Config search path: <Install directory>\BMC Software\ARSystem\CONF

It's unlikely this agent can serve any useful purpose in this state.

Run "snmpconf -g basic_setup" to help you configure the arsnmpd.conf file for this agent.
NET-SNMP version 5.7.1

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Last modified by Anagha Deshpande on May 05, 2016
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