The following list illustrates the kind of issues that you might want to consider while troubleshooting a problem.
The following table lists scenarios in which this your system might become slow:
Scenario | Probable causes with solutions (if any) |
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The Collection Station went down. After the Station was restarted, the system became very slow | When you restart the Collection Station, 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. |
The Indexer remained down for two days over the weekend, and after IT Data Analytics server was restarted, the system became very slow | 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:
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The following table lists scenarios in which one or more product components or Collection Agents displays a red status:
Scenario | Probable causes with solutions (if any) |
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Some of the Collection Agents are showing up as red on the Administration > Hosts page and do not change to green, even though all of the servers are running. | 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 Configuration Database and Indexer are showing as green on the Administration > Components page, but some of the other components are down (on the Linux operating system). | 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 . |
Status of the Collection Station appears red on the Administration > Components tab. | This issue might occur in two scenarios:
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Status of the Search component appears red on the Administration > Components tab. | The host name specified while registering the self-signed certificate does not match the host name of the computer where the Search component 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:
<Host-Name> refers to the host name of the Search component. |
The following table lists issues related to accessing the TrueSight IT Data Analytics product:
Scenario | Probable causes with solutions (if any) |
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Unable to access the product from the Start menu | You might not be able to start the product, if:
Solutions:
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Unable to access the product after cross-launching from ProactiveNet. | This might occur if the product URL uses the internal host name of the Console Server. This can happen if the Console Server is installed on a computer which uses both an external host name and internal host name, and the internal host name is sent to ProactiveNet for cross-launch. Solution: Edit the olaengineCustomConfig.properties file, locate and uncomment the |
After installing the product, you cannot log on to the product with the default admin credentials. | This scenario might occur if you are using Atrium Single Sign-On for user authentication and the default admin, or the default Administrators user group, or both are already present on Atrium Single Sign-On. Solution: In this scenario, a new user itdaadmin is automatically created. As an Administrator, you can use the following default credentials to log on to TrueSight IT Data Analytics.
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When you log on to the Console Server, you see the following error:
In addition, the itda.log located at %BMC_ITDA_HOME%\logs, contains the following message: ERROR: Error in initializing DB. | This issue can occur if the Console Server was started before the Configuration Database. Solution: Restart the Console Server. For more information, see Starting or stopping product services. |
The following table lists issues related to not finding data even though it was indexed, issues faced during search, and search results obtained:
Scenario | Probable causes with solutions (if any) |
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Unable to search for indexed data. | This can happen in two scenarios:
Solution:
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Data indexed time on the Search tab is ahead of the time at which the notification was generated | 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 one of the following properties available in the searchserviceCustomConfig.properties file. For more information, see Modifying the configuration files.
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Data is being generated in the files for monitoring, but no data can be seen when performing a search | 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. |
While searching for data, you see the following error:
| This might occur if the number of results returned for the search string is too large. This might happen if the search string specified is too complex or the time range specified is too large, or both. Solution: Reduce the time range for which you are searching data or provide specific search strings that are likely to occur in the data that you are searching. |
While running the timechart search command command, you see the following error:
| This can occur when there are too many data points or bars displayed in the chart. Solution: Either reduce the time range or reduce the |
The search times out. OR The search results are displayed. But, after you export them, the output file does not contain data. OR The search times out and if you export the search results, the output file does not contain data. | This issue can occur if the search query is too complex or if you are searching over a large time duration. Workarounds: Perform one of the following actions:
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Even after specifying the correct data pattern or date format while creating the data collector, the timestamp in not correctly extracted in the search results. OR While creating a data collector, the Auto-Detect option used for filtering data patterns and date formats does not display appropriate results. | This scenario might occur if the data that you are trying to collect uses a character set encoding (file encoding) other than the default UTF-8 encoding. Solution: While creating the data collector, ensure that the character set encoding (file encoding) is set to the correct value. If you are unable to correctly determine this value, you can use the filtering option to find a list of relevant character set encodings matching your data. To apply the filter, navigate to Advanced Options > File Encoding and click Filter the relevant character set encodings . |
While searching for data, you see the following error:
| This issue can occur if the Indexer and Search components are unable to communicate with each other. This can happen in the following scenarios:
Solution: Ensure that the Indexer is reachable from the Search node and vice versa. |
Sometimes when you run particular search commands, you see the following error:
| To provide optimum search performance, by default, the search results list is limited to a maximum count of 1,000,000 records. Running particular search commands on large volumes of indexed data can result in searching the entire set of indexed data before returning results. Such search scenarios can cause the default limit to be reached more frequently. This can happen only in case of particular search commands, such as, dedup search command, group search command, timechart search command, stats search command, and so on. Solution: Apply one of the following measures to avoid getting this error:
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The following table lists issues related to the data collectors, data loss occurrences, and other scenarios associated with data collection:
Scenario | Probable causes with solutions (if any) |
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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.
| 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 Error example:
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Data collector has been created, but the results cannot be seen | 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) |
Some data got lost when the Collection Station (or Collection Agent) went down briefly or when the data collector was stopped. | By default, the number of days for which data must be collected and indexed (Read from Past (#days) function) is set to zero. As a result, during the data collection, if one of the following occur, you can experience data loss.
Data collecting resumes from the point when the Collection Station (or Collection Agent) is up again or the data collector is restarted. Data added during the time when the Collection Station (or Collection Agent) remained down or the data collector was stopped is ignored. You can change the Read from Past (#days) default value for the Monitor Local Windows Events and Monitor using external configuration type of data collectors. |
The polling status for the following data collectors shows red (unsuccessful polling). You see the Example: | This issue might occur in the following scenarios:
This issue occurs because the number of concurrent SSH connections allowed to the target host is lesser than the the number of data collectors that you want to create. The number of concurrent SSH connections determine the number of data collectors that you can create for collecting data from the same target host. Solution: Navigate to the /etc/ssh/sshd_config directory and increase the value of the MaxSessions parameter. This solution is only applicable for OpenSSH version 5.1 and later. |
At the time of creating a data collector, when you try to filter the relevant data patterns, you might see the following error:
| This issue might occur if the system response time of the server on which you are trying to create the data collector is slow. Solution: Edit the olaengineCustomConfig.properties file located at %BMC_ITDA_HOME%\custom\conf\server\ and then add the Example: This property determines the duration of time (in seconds) for which the Console Server waits to receive a response from the Collection Station. |
You are experiencing some data loss and you see the following error in the collection.log file located at %BMC_ITDA_HOME%\station\collection\logs.
| Even when all the Indexers in your environment are up and functioning normally, this error might occur due to various reasons. For example, a poor network connection or the system on which the Indexers (or the Collection Station) reside have become slow. Workaround: Increase the value of the |
Some data collected by the Receive over TCP/UDP data collector is not getting indexed and occasionally you find the following message in the collection.log file.
| This might occur when the rate at which the sender sends data via the TCP port is greater than the rate at which the Receive over TCP/UDP data collector indexes data. This indicates that the data collector is dropping records and needs to be tuned. Solution: To allow for indexing higher volumes of data per day on a single data collector, you must add the following properties with appropriate values in the agent.properties file. For more information, see Modifying the configuration files.
Note that the following property values were used for indexing up to 100 GB of data in the lab environment.
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The polling status for the Monitor Remote Windows Events data collector shows red (unsuccessful polling). OR While creating the Monitor Remote Windows Events data collector, if you provide all the necessary inputs, and click Test Connection next to the Domain field, you see the following error:
| This can happen in the following two scenarios:
Solution: Provide the correct host name so that the target host is communicable. To do so, you can perform one of the following steps:
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For the Monitor Remote Windows Events data collector: You get the following error message in the Collection Status History page:
| This issue can occur if the data collector has a large number of events in one poll. Workaround: Add the following property in the agent.properties file that is located at %BMC_ITDA_HOME%\station\collection\custom\conf. collection.reader.wbem.executor.query.time.slice: Specifies the time period (in minutes) in which the events must be fetched in a batch within a poll. |
While creating a data collector, the Auto-Detect option used for filtering data patterns and date formats does not display appropriate results. OR Even after specifying the correct data pattern or date format while creating the data collector, the timestamp in not correctly extracted in the search results. | This scenario might occur if the data that you are trying to collect uses a character set encoding (file encoding) other than the default UTF-8 encoding. Solution: While creating the data collector, ensure that the character set encoding (file encoding) is set to the correct value. If you are unable to correctly determine this value, you can use the filtering option to find a list of relevant character set encodings matching your data. To apply the filter, navigate to Advanced Options > File Encoding and click Filter the relevant character set encodings . |
Some data got lost when a new Collection Station was added to the environment. | When you scale the Collection Stations in your environment after installation (or upgrade), the Collection Agents in your environment are automatically restarted. The restart of Collection Agents results in the restart of the existing data collectors. The time taken for the data collectors to start can result in a minor break in the data collected. |
If the rolling time for logs is shorter than the polling interval specified in the data collector, data is lost. | This loss happens because the old file is deleted before it gets indexed completely. Solution: Ensure that the polling interval is shorter than the rolling interval. |
The following table lists issues that you might face while integrating with other products:
Scenario | Probable causes with solutions (if any) |
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Unable to create an external configuration for collecting change management (or incident management) data collection. | This can happen in the following scenarios:
Solution: Ensure that you have correctly configured the REST API necessary for creating the external configuration. For more information, see
Configuring the REST API
To check whether the REST API is already configured for the Remedy AR server that you want to integrate with, run the Remedy |
The data collector created for collecting data from TrueSight Infrastructure Management (or ProactiveNet) shows a red status. In addition, you see the following messages:
| This issue can occur if the following conditions apply:
Solution: Change the encryption key used in the external configuration for TrueSight Infrastructure Management (or ProactiveNet) cell. Also, import the certificate generated for TrueSight Infrastructure Management (or ProactiveNet) into TrueSight IT Data Analytics. For more information, see Enabling security for communication with Infrastructure Management server.
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The following table lists other issues that you might face while using the product:
Scenario | Probable causes with solutions (if any) |
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Unable to edit a saved search, data pattern, dashboard, or collection profile. | You cannot edit components that are imported via a content pack. Additionally, public saved searches that are created and shared by another user are not editable. Solution: To edit a component that was initially imported by using a content pack, clone the component and then modify it as per your requirements. The same solution applies for public saved searches. |
You see the following error on the product user interface:
| This can happen if the Configuration Database service is down. Solution: Perform the following steps:
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An existing notification stopped working after the saved search used in the notification was modified. | This issue can occur if you modify one or more saved searches used in the notification and update the search query to include a tabular command. Tabular commands are not supported for notifications. When you update the saved search query with a tabular command, the notification using that saved search becomes invalid. To avoid this issue, you need to be careful before updating a saved search that is already in use in a notification. To see whether a saved search is already in use, navigate to the Saved Searches page, select the saved search, and click List Notifications and Dashlets . |
Even after upgrading to version 2.7 of the product, searches continue to work in a case sensitive way. | This issue can occur in a scenario where after the upgrade, an earlier index (default, 6 hours) got created and around the same time you created a new data collector. In this case, the data collected by the new data collector is added to the existing index and therefore until a new index is created search will continue to work in a case-sensitive way. |
While creating data collectors, hosts, or collection profiles, user groups cannot be selected (in other words, user groups are not displayed). | This issue can occur if the password corresponding to the BMC Atrium Single Sign-On administrator has changed and this change is not updated in the TrueSight IT Data Analytics records. Solution: Run the ssoadminpassword CLI command to update the new password and then try creating data collectors, hosts, or collection profiles. |