Common troubleshooting issues

You might not be able to start the product, if:

• During installation, you did not have the product start services immediately after installation.
• The ports that you specified during installation, are already in use.

Solutions:

• Ensure that you start all the product services.
  For more information, see Starting or stopping product services.
• Ensure that the default ports are not in use.
  For more information, see Communication ports and protocols.

You cannot edit the following items:

• Artifacts that are imported by using a content pack
• Shared saved searches that are created by another user

Solution: If you want to edit an object (saved searches or data patterns) that was initially imported by using a content pack, you can clone the object and then modify it per your requirements.

When you restart the IT Data Analytics server, all of the data collectors try to catch up and send the old pending data into the Collection Station for indexing.

Based on the number of data collectors, this process can take some time (a few minutes to a few hours) to complete.

This issue can occur if the Collection Station cached a lot of data over the weekend. When you restart the IT Data Analytics server, the Collection Station pushes all cached data together into the Indexer.

Solution:

1. Stop the Collection Station and clean up the %BMC_ITDA_HOME%\station\collection\data folder.
   Note, however, that when you clean up the folder, you can lose cached data.
2. Leave the system in the current state until all of the data is sent to the Indexer.

This issue might occur if the Collection Station remains down at the time at which the Collection Agents start.

Solution: Restart the Collection Agents after the Collection Station is up and running.

The components might not have been started in the recommended order.

Solution: Restart the services in the correct order. For more information, see Starting or stopping product services .

The Collection Station on a Windows computer is not starting or working properly after the time it stopped abruptly and you see the following exceptions in the collection.log.

• BadCheckpointException
• IllegalStateException

This issue is rare and might occur when the Collection Station stops abruptly, which can happen if the %BMC_ITDA_HOME%\station\collection\data\c*\flume-checkpoint(1)\checkpoint file becomes corrupted.

You can find the exact name of the corrupted checkpoint file in the collection.log file located at %BMC_ITDA_HOME%\station\collection\logs. In this file, you can search for the line containing the IllegalArgumentException error. 

Error example:

java.lang.IllegalStateException:
Destination file:
C:\Tasks\HA\MultipleServers\station1\
data\c1\flume-checkpoint1\checkpoint
unexpectedly exists 

Workarounds:

• If data loss is acceptable: Delete the data directory located at %BMC_ITDA_HOME%\station\collection\ and restart the Collection Station.
• If data loss is unacceptable:
  
  1. Stop the Collection Station. For more information, see Starting or stopping product services.
  2. Perform a backup of the %BMC_ITDA_HOME%\station\collection\data\c*\flume-checkpoint(2)\checkpoint file if the error occurs for the flume-checkpoint(1) file.
     (On the other hand, if the error occurs for the flume-checkpoint(2) file, then perform a backup of the %BMC_ITDA_HOME%\station\collection\data\c*\flume-checkpoint(1)\checkpoint file).
  3. Replace the corrupted checkpoint file with the backup file.
  4. Restart the Collection Station.

By default, there is a delay of 90 seconds between data collection and reporting of search results to the product. Therefore, during notification creation, when you select one of the search duration options and apply a condition related to the number of results, you can expect a delay of 90 seconds.

Solution: You can change the 90 seconds time lag by modifying the value of the notification.search.exec.offset.sec property in the searchserviceCustomConfig.properties file. For more information, see Modifying the configuration files.

After the data collector is created, it might take some time (approximately 1 minute) for the first poll to happen. The first poll is used to make the data collector ready for data collection. The data is fetched only from the second poll.

Expected time delay (to see the first set of data for a search) = (Time for first poll) + (Poll interval set for the data collector)

This issue might occur if the time zone specified during data-collector creation is set incorrectly.

Solution: Ensure that the time zone is set correctly when you create data collectors. 

This issue might occur in two scenarios:

1. If the computer on which the Collection Station is installed has multiple IP addresses and during installation you provided an IP address (bind address) that cannot be connected from the Console Server.
   Solution: To resolve this issue, you must add the following properties in the Collection Station's agent.properties file (custom file):
   • httpBindAddress=0.0.0.0
   • payload.bindaddress=0.0.0.0
   For more information, see Modifying the configuration files.
2. The host name specified while registering the self-signed certificate does not match the host name of the computer where the Collection Station is installed. You can find the correct host name by navigating to the %BMC_ITDA_HOME%\logs\itda.log and search for the following line:
   

   com.sun.jersey.api.client.
ClientHandlerException:
javax.net.ssl.SSLHandshakeException:
java.security.cert.CertificateException:
<Host-Name>No name matching  found

   where, <Host-Name> refers to the host name of the Collection Station.

com.sun.jersey.api.client.
ClientHandlerException:
javax.net.ssl.SSLHandshakeException:
java.security.cert.CertificateException:
<Host-Name>No name matching  found

You see the following error on the product user interface:

Error fetching data from backend

This can happen if the Configuration Database service is down.

Solution: Perform the following steps:

1. Ensure that the Configuration Database service is up and running.
2. If you continue to get this error, then navigate to %BMC_ITDA_HOME%\logs\services\configdb.log and check for the occurrence of OutOfMemoryError. If this error is present in the log then increase the Java memory heap size (wrapper.java.initmemory property value) to 1024 MB. For more information, see Component configuration recommendations.