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
• (only on Windows server 2012) UI elements in a dialog box is not displayed correctly
• Guide for troubleshooting login Issues

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:

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:

1. From the Console, hover the mouse over the Window menu, and select Preferences.
2. In the tree on the left, expand BladeLogic, and select Display Options.
3. Enable the Use External Browser for help setting.

(only on 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.

Guide for troubleshooting login Issues

This table is designed to help both end users and administrators identify and resolve issues efficiently. It categorizes messages based on potential problems related to session credentials that may arise when logged into RCP, providing clear guidance on where administrators should look to solve end users' problems.

• This message classification pertains to the following message which appears when you are already logged into the TrueSight Server Automation console:
  
  Your session credential has expired. If you or your TSSA administrator have recently reset the password, please use the new password to login. If you encounter any issues with the login, contact your TSSA administrator for assistance.
  
  This message may appear for various reasons as outlined in the following table:

  Probable Cause	Administrator Action	End User Action
  User session has timed out.	NA	You should log in using your current password or the new one if you've recently changed it. If you're unable to log in, please contact your TrueSight Server Automation administrator.
  User password has changed.	Check the TrueSight Server Automation Application Server log for the following messages: [12 Dec 2023 18:45:35,758] [Authentication-Service-Thread-4] [INFO] [UserA::127.0.0.1] [Appserver] Authentication Connection closed [12 Dec 2023 18:45:35,838] [Client-Connections-Thread-4] [INFO] [UserA:RBACAdmins:127.0.0.1] [Client] Password Change Event has been triggered [12 Dec 2023 18:45:35,839] [Event-Processor-Thread-1] [INFO] [::] [] A password change event has been received for UserA, indicating that the password associated with UserA has been modified. These messages in the Application Server log signify that the user password has changed.	You should log in using your new password if you've recently changed it. If you're unable to log in, please contact yourTrueSight Server Automation administrator. You can check the messages in the TrueSight Server Automation console for further details.
  User is disabled.	Check the TrueSight Server Automation Application Server log for the following messages: [12 Dec 2023 21:15:24,288] [Client-Connections-Thread-0] [WARN] [Anonymous:Anonymous:127.0.0.1] [Client] Cannot authenticate because user [UserA] is disabled in the RBAC user table [12 Dec 2023 21:15:24,288] [Client-Connections-Thread-0] [WARN] [Anonymous:Anonymous:127.0.0.1] [Client] Client's session credential was rejected [12 Dec 2023 21:15:24,289] [Client-Connections-Thread-0] [WARN] [Anonymous:Anonymous:127.0.0.1] [Client] Error authorizing the connection with id 24 These messages in the Application Server log signify that the user has been disabled.	You need to contact your TrueSight Server Automation administrator. You can check the messages in the TrueSight Server Automation console for further details.
  User is deleted.	Check the TrueSight Server Automation Application Server log for the following messages: [12 Dec 2023 18:40:54,164] [Client-Connections-Thread-8] [INFO] [RBACAdmin:RBACAdmins:127.0.0.1] [Client] Deleted RBAC Object: User UserA [12 Dec 2023 18:40:54,174] [Event-Processor-Thread-3] [INFO] [::] [] A user deletion event has been received for UserA, indicating the deletion of UserA. Consequently, all active sessions associated with UserA will be invalidated. [12 Dec 2023 18:41:13,074] [Client-Connections-Thread-5] [WARN] [Anonymous:Anonymous:127.0.0.1] [Client] username in request message not recognized: UserA [12 Dec 2023 18:41:13,079] [Client-Connections-Thread-5] [WARN] [Anonymous:Anonymous:127.0.0.1] [Client] Client's session credential was rejected These messages in the Application Server log signify that the user has been deleted.	You need to contact your TrueSight Server Automation administrator. You can check the messages in the TrueSight Server Automation console for further details.

• This message classification pertains to the following message which appears when you are already logged into the TrueSight Server Automation console:
  
  You have been logged out due to inactivity.
  For security reasons, please login again to resume accessing the application. If you need further assistance, please contact your TSSA administrator.
  Do you want to authenticate again?
  
  This message and the action you must take may slightly vary depending upon the type of authentication you are using, as outlined in the following table:

  Probable Cause	Administrator Action	End User Action
  User has been logged out due to console inactivity and is using Multifactor Authentication (MFA).	NA	If you are using Multifactor Authentication (MFA) you will see the following popup: You should click Yes and authenticate with the Identity Provider (IdP) to resume accessing the application.
  User has been logged out due to console inactivity and is not using Multifactor Authentication (MFA).	NA	If you are not using Multifactor Authentication (MFA) you will see the following popup: You should log in using your current password. If you're unable to log in, please contact your TrueSight Server Automation administrator.