Troubleshooting patch management problems

This topic describes the problems that you may encounter while adding catalogs, creating patch policies, or viewing managed assets for managing missing patches in Automation Console, and provides their resolution. 

• • Catalog time is not updated in Automation Console even after the catalog is updated
  • Managed Assets page has no asset data
  • Policy run results do not appear in Automation Console

Catalog time is not updated in Automation Console even after the catalog is updated

On the Manage Catalogs page, the Last Updated column does not reflect the correct time, even if the catalog is updated in TrueSight Server Automation. This can happen if there are problems while synchronizing the catalogs between Automation Console and Server Automation.

To troubleshoot, administrators must verify the logs for the following services:

• Work Manager
• Catalog Service

If this error message appears in the Catalog Service logs, it indicates that there is a failure in receiving notifications from TrueSight Server Automation. 

Updating BSA schedule, creating TSSA request..., Executing request with txID : TID_<ID>,  WorkManager response status : failed 

Resolution

To resolve this issue, administrators must do this: 

1. Go to Configuration > Manage Catalogs, and click Actions > Edit for a catalog that you want to update. 
2. Do not make any changes, and save the catalog. 
   This ensures that the catalog data gets synced with the catalog in TrueSight Server Automation. 

Managed Assets page has no asset data

There are no assets displayed on the Assets > Managed Assets page. This problem may occur if the service account and the data refresh settings are incorrectly configured. 

To troubleshoot, verify whether the Data Refresh Worker logs shows the next scheduled refresh.

 If the next scheduled refresh does not show a future time, there may be a problem with the data refresh cycle.

Resolution

To resolve this issue, administrators must do this:

1. Go to Configuration > Service Account, and click Actions > Edit.
2. Ensure that the connector name, refresh interval, and the credentials provided in the Connector Profile section are accurate. 
3. Save changes and check the Managed Assets page. 

Policy run results do not appear in Automation Console

You created a patch policy and scheduled its run. After the policy runs successfully, the results do not appear on the <PolicyName> - Scan Run Results page.

To troubleshoot, administrators must verify the tssa_connector.log for errors in sending notifications to Automation Console. 

To resolve this issue, administrators must do this:

1.  Check whether TrueSight Server Automation connector is up and running in your environment/ stack.

   Run the command on the host where the Automation Console application is installed to verify whether the TrueSight Server Automation connector is running. 

   ./stackmanager status  --deployment=application
   

   If the status of the TSSA connector is running, perform the next step. 

2. Verify whether the hosts file on the TrueSight Server Automation Application Server contains the connector name. 

   Warning

   Hosts file location and connector name

   - Windows: C:\Windows\System32\drivers\etc\hosts

   - Linux: /etc/hosts

   <IPaddress of the server where the connector is installed>  tssa.connector.bmc.com

3. If the entry exists in the hosts file, verify whether the server where the connector is installed is up and running.