Troubleshooting Infrastructure Management initialization or connection errors

Issue (Applicable to 11.3.03 or later)

The TrueSight Presentation Server may fail to connect to the TrueSight Infrastructure Management server and show an initialization error while trying to add TrueSight Infrastructure Management as a component on the Administration > Components page in the TrueSight console . The error may occur in any of the stages of the TrueSight Infrastructure Management component registration process such as Connecting, Registering, and Initializing. This may happen due to various reasons such as network latency, application performance issues, Domain Name System (DNS) issues, or firewall issues.

Important logs to check for error messages

On the TrueSight Presentation Server, you can check the following log files for any errors:

TsimAudit.log
TrueSight.log
MessageServiceAudit.log

On the TrueSight Infrastructure Management server, you can check the following log file for any errors:

TrueSight.log

Basic checks for issue analysis

On the TrueSight Infrastructure Management server, run the following command to ensure that all processes are running:
pw system status
Ensure that running the following command shows a valid license output:
pw lic list
Check the port connectivity between TrueSight Infrastructure Management and the TrueSight Presentation Server.
For more information, see Checking a component port availability from the TrueSight Presentation Server.
To check the port availability of the specified component, see pw system portcheck.
Following are few common ports which need to be tested between the TrueSight Presentation Server, TrueSight Infrastructure Management, or the Load Balancer.

	From	To	Port
1.	TrueSight Presentation Server	TrueSight Infrastructure Management or Load Balancer of TrueSight Infrastructure Management	8093	JMS
2.	TrueSight Presentation Server	TrueSight Infrastructure Management or Load Balancer of TrueSight Infrastructure Management	1100	JNDI
3.	TrueSight Presentation Server	TrueSight Infrastructure Management Server	1828	Direct Cell Connection
4.	TrueSight Infrastructure Management	TrueSight Presentation Server	1900	TS Event gateway cell connection
5.	TrueSight Presentation Server	TrueSight Infrastructure Management	(Windows) 80/443 (Linux) 8043	HTTP/HTTPS
6.	TrueSight Presentation Server Node1	TrueSight Presentation Server Node2	80/443	HTTP/HTTPS (Applicable to TrueSight Presentation Server high-availability only in 11.0 FP3 and 11.3.01 onwards)
7.	TrueSight Infrastructure Management Node1	TrueSight Infrastructure Management Node2	80/443	HTTP/HTTPS (Applicable to TrueSight Presentation Server high-availability only in 11.0 FP3 and 11.3.01 onwards)

For more information on checking the port connectivity between the TrueSight Presentation Server, TrueSight Infrastructure Management server and the Load Balancer, see Knowledge Article number 000266641 (Support logon ID required).

For a DNS check, ensure that the hostnames and FQDN are resolving from the TrueSight Presentation Server to TrueSight Infrastructure Management and the converse is true as well.

To diagnose and report an issue

If the preceding basic checks are completed and there is no network, firewall, or DNS issues, the recommendation is to restart the TrueSight Presentation Server and TrueSight Infrastructure Management server. This restart may help in resolving the issue if it was due to an application performance issue.
Run a health check on the TrueSight Presentation Server and the TrueSight Infrastructure Management server or servers from the following FTP location:
ftp://ftp.bmc.com/pub/TSOM/HealthCheck/
Check for any CRITICAL errors reported in the Health Check HTML report, address the errors, followed by a restart of the TrueSight Presentation Server or TrueSight Infrastructure Management.
Collect the following data to identify the cause of the issue:
- From the TrueSight Presentation Server, collect the output of the tssh dump export command.
- From the TrueSight Infrastructure Management server, collect the output of the pw dump 1 command.
- From both the TrueSight Presentation Server and the TrueSight Infrastructure Management servers, collect the output of the Health Check reports.

Resolutions for common issues

Symptom

Action

Reference

TrueSight Infrastructure Management initialization failed due to incorrect default password for Remedy SIngle Sign-On (RSSO) user account bppmws_internal on the affected TrueSight Infrastructure Management Server.

The log file TrueSight.log on the TrueSight Presentation Server shows the following error:

c.b.t.w.a.WSAuthenticator Authentication was not successful for user: bppmws_internal@*

Change the password for the user account bppmws_internal from the RSSO console.
Note: The default password for the user account bppmws_internal is bppmws_internal12345.
On the TrueSight Infrastructure Management server, run the following command:
pw internaluser change_passwd
Restart TrueSight Infrastructure Management.

For more information, see Knowledge Article number 000355527 (Support logon ID required).

TrueSight Infrastructure Management shows an initialization error in the TrueSight Presentation Server due to a stale connection.

The log file TsimAudit.log on the TrueSight Presentation Server shows the following error:

TSIMAudit BMC_TS-PL000206I: performTSIMUpdateOrInitilize retry waitTillLeafAdded Added leaf server serverID=7. Addition status= false

The log file MessageServiceAudit.log on the TrueSight Presentation Server shows the following error:

c.b.s.n.s.m.i.NGPJMSQueueClient NGPJMSQueueClient::createLeafConnection. Connection of serverID 7 already created. Exiting.

Check the netstat output on the TrueSight Presentation Server and the TrueSight Infrastructure Management server to verify whether any ports associated with the TrueSight Presentation Server connection (8093, 1100, 1828, 443, or 8443) are in an odd state.
For example: An odd state could have possible values such as Connecting, TIMED_WAIT.
Stale connections may not get released by a restart of the TrueSight Infrastructure Management server or the TrueSight Presentation Server. To possibly resolve this condition, reboot the TrueSight Presentation Server.

For more information, see Knowledge Article number 000342840 (Support logon ID required).

TrueSight Infrastructure Management fails to connect to the TrueSight Presentation Server 11.3.03 after applying TrueSight Infrastructure Management Hotfix 11.3.01.000.013

The log file TsimAudit.log on the TrueSight Presentation Server shows the following error message related to a heartbeat failure continuously:

BMC_TS-PL000067E Heartbeat error, Component is unreachable or inactive [Connect to <TrueSight Infrastructure Management Server>:443 [<TrueSight Infrastructure Management Server>/<IP Address>] failed: connect timed out]

On the TrueSight Presentation Server, go to <PresentationServerInstallationDirectory>\truesightpserver\conf\bppmws.properties and take a backup of the file bppmws.properties. Add the following property anywhere in the properties file and save the changes.
httpLandingClientResponseTimeout=100
Restart the TrueSight Presentation Server.
Restart TrueSight Infrastructure Management.

For more information, see TrueSight Infrastructure Management component toggles between connected and disconnected state.