Troubleshooting user interface issues
The following topics discuss troubleshooting issues with the TrueSight Server Automation Console:
- Controlling the display of the quick start page
- Object name is not displayed correctly
- Browsing an audit causes out of memory error
- Custom command fails but does not display error message
- Help pages are not accessible when launched from the Console
- (For Windows server 2012) UI elements in a dialog box is not displayed correctly
- Troubleshooting guide for issues in Multifactor Authentication (MFA) by using Remedy SSO
Controlling the display of the quick start page
As an advanced user of TrueSight Server Automation, you are not interested in viewing the quick start page, which is displayed, by default, whenever you log on to the TrueSight Server Automation Console. Depending on the level of control that you want over the display of the quick start page, you have the following options:
Who is affected | Functionality affected | How to control | Comments |
|---|---|---|---|
Specific user logged on to the console | Display of the quick start page when the console is launched | In Preferences, browse to BladeLogic > Display Options, and clear (to disable) or select (to enable) the Show quick start page on login check box. | You can launch the quick start page manually at any time after logging on to the console, using the Quick Start Page option in the Configuration menu. |
All users logged on to consoles connected to the Application Server | Any display of the quick start page (at any time) | To disable the quick start page, start the Application Server Administration console and run the following blasadmin command with a value of true: set AppServer DisableBSAConsoleQuickStartPage true | After disabling, you cannot open the quick start page manually. Before using this blasadmin command (with a value of false) to re-enable the display of the quick start page, ensure that you used the unified product installer to install or upgrade to TrueSight Server Automation 8.6.x. This requirement ensures that you have all BladeLogic content necessary for successful execution of the use cases that appear on the quick start page. |
Object name is not displayed correctly
You should not use non-displaying characters (such as alt-255, the null character) in object names.
Browsing an audit causes out of memory error
If browsing an audit results in an Out of Memory message for the console, increase the max heap size of the RCP client (the console) to 1024MB. (The default is 512MB.) Then restart the console. You can change the setting in the <installDirectory>\CM\rcp\launcher.ini file.
Custom command fails but does not display error message
In certain scenarios, a custom command could fail without displaying an error message. One example of such a scenario is when a managed host is resolvable on the Application Server but not on the client. The error message that the server is not resolvable appears only briefly and then closes.
Workaround: Examine the definition of the custom command. The default behavior for custom commands is to close the command immediately after completion. If the Command Options section has the Close the command window as soon as the operation has finished option selected, clear that selection and run the command again.
Help pages are not accessible when launched from the Console
On some Linux platforms, you may encounter a Connection terminated unexpectedly error while trying to access TrueSight Server Automation help pages from within the Console.
Enable the Use External Browser for help setting to launch the TrueSight Server Automation help pages with an external browser:
- From the Console, hover the mouse over the Window menu, and select Preferences.
- In the tree on the left, expand BladeLogic, and select Display Options.
- Enable the Use External Browser for help setting.
(For Windows server 2012) UI elements in a dialog box is not displayed correctly
if you are using Windows server 2012, some UI elements might not appear correctly in dialog boxes that are opened in a new window. This issue can be troubleshooted by manually adjusting the size of the dialog box.
Troubleshooting guide for issues in Multifactor Authentication (MFA) by using Remedy SSO
The following troubleshooting guide outlines potential issues that might arise when you utilize Multifactor Authentication (MFA) by using Remedy SSO. This guide is structured to follow a logical flow from identifying the issue and its manifestation to gathering relevant diagnostic information, determining user responsibilities, and finally, offering recommended actions for resolution.
Description of the problem | Error messages | User responsibility for resolving the issue | Recommended course of action for resolving the issue |
|---|---|---|---|
The ClientID/ClientSecret parameters set in BLASAdmin are incorrect. | Error messages displayed in the browser: {"state": "SAaOHsHACq", Message displayed on the console screen and logged in the console log: ERROR com.bladelogic. Message recorded in the application server's log: [Authentication-Service-Thread-1] [WARN] [::127.0.0.1] [Appserver] The client connection closed or timed-out the authentication process | TrueSight Server Administrator | Verify and rectify the Remedy SSO server details configured in the application server by executing the command: show remedyssoauth all. |
You face an issue when attempting to connect to either the Remedy SSO server or the Identity Provider (IdP) server after selecting the Remedy Single Sign-On authentication profile from the login screen and clicking Connect. | Error messages displayed in the browser: NA Message displayed on the console screen and logged in the console log: ERROR com.bladelogic.sso.protocol.remedysso.RSSOAuthentication - Unable to launch browser for RSSO authentication. Message recorded in the application server's log: NA | TrueSight Server Console user | Verify the network connection and ensure that the Remedy SSO server is reachable and operational. |
The user's authentication failed on the IDP server, prompting them to close the browser. | Error messages displayed in the browser: NA Message displayed on the console screen and logged in the console log: ERROR com.bladelogic. Message recorded in the application server's log: NA | TrueSight Server Console user | Verify the user credentials entered in the browser and ensure successful authentication. |
User authentication was successful on the IDP server, but the local user was not found on the Application Server. | Error messages displayed in the browser: NA Message displayed on the console screen and logged in the console log: ERROR com.bladelogic.om. Message recorded in the application server's log: [WARN] [::127.0.0.1] [Appserver] | Collective responsibility shared by both TrueSight Server Administrator and RBAC Administrator. | TrueSight Server Automation administrator is responsible for checking the logs at the Application Server. RBAC administrator has the authority to create a local user with the same name as the Remedy SSO user. Alternatively, TrueSight Server Automation administrator can synchronize the user from the LDAP server by using the BLCLI command. |
User authentication was successful on the IDP server, and the local user was found, but the Allow Remedy SSO authentication flag was not enabled. | Error messages displayed in the browser: NA Message displayed on the console screen and logged in the console log: ERROR com.bladelogic.om. Message recorded in the application server's log: [WARN] [::127.0.0.1] | Collective responsibility shared by both TrueSight Server Administrator and RBAC Administrator. | TrueSight Server Automation administrator is responsible for reviewing logs on the Application Server. RBAC Administrator has the authority to update local users by enabling the Allow Remedy SSO authentication option. Alternatively, TrueSight Server Automation administrator can enable this option using the BLCLI command: setRemedySsoAuthenticationEnabled <user_name> [true|false] |
The Remedy SSO client certificate is not imported into the TrueSight Server Automation console. | Error messages displayed in the browser: NA Message displayed on the console screen and logged in the console log: ERROR com.bladelogic. You can locate the details for the console log in the BLWorkbenchPlugin file in the Message recorded in the application server's log: NA | TrueSight Server Administrator | TrueSight Server Automation administrator is responsible for importing the Remedy SSO client certificate into the TrueSight Server Automation console. |