Troubleshooting common issues

This section describes some common issues that you might encounter while running TrueSight Cloud Cost Control, and provide suggested resolutions for the issues. 

• Logon to TrueSight console failed due to cookie domain error
• Cannot see Cloud Cost Control option in the TrueSight console
• No data in Cloud Cost Control
• TrueSight Presentation Server is not able to connect to data hub
• The Business Services page is empty
• Cloud migration simulation fails with an error

Logon to TrueSight console failed due to cookie domain error

Issue: When trying to log in, Remedy Single Sign-on displays the following cookie domain error:

Forbidden request! Goto url should be aligned with a RSSO cookie domain.

Cause: Access to Cloud Cost Control is not provided with fully qualified domain name.

Solution: Ensure that you use fully qualified domain names (for example: myserver.bmc.com) while setting up the product and updating your browser bookmarks and Capacity Optimization settings for console url.

Cannot see Cloud Cost Control option in the TrueSight console

Issue: A specific user cannot see the Cloud Cost Control option in the left navigation of the TrueSight console.

Cause: This user is not associated with the corresponding role and authorization profile.

Role-based access control (RBAC) to TrueSight Cloud Cost Control is enabled by persona-based authorization profiles to allow or restrict viewing and editing of data to a certain user or group of users.

Authorization profiles are assigned to users depending on the user group configured in Remedy Single Sign-On and mapped through External names.

Solution: Verify the user account:

1. Log in to the TrueSight Capacity Optimization console.
2. Click Administration > Users > Accounts. 

3. Verify that this user has been assigned to one of the following roles and authorization profiles:

   Role	Remedy SSO Group	Capacity Optimization Role	Authorization Profile
   Admin	Admin	Capacity Administration	Capacity Administration
   Planner	Cloud_Cost_Control	Cloud Consumer	Capacity Planning
   Viewer	Cloud_Cost_Control_Consumer	Cloud Planner	Capacity View

If this user is not assigned to any of these roles, add this user to the appropriate user group in Remedy SSO and then assign the role and authorization profile to it.

For details, see Authorizing-users-to-access-TrueSight-Cloud-Cost-Control.

No data in Cloud Cost Control

Issue: The Cloud Cost Control UI displays the following error:

No data to display, Please, check your data sources

Cause: Data is not loaded or processed

Solution: 

• Verify whether the cloud ETLs are running smoothly.
  1. Log in to the TrueSight Capacity Optimization console.
  2. Click Administration > ETL & SYSTEM TASKS > ETL tasks.
  3. Check the cloud ETLs run status.
• Verify that the Cost Estimation Service is running.
  
  1. Log in to the TrueSight Capacity Optimization console.
  2. Navigate to Administration > SYSTEM > Status and select the Data Hub component.
  3. Click the Core Services - Cost Estimation Service backend service. 
  4. Review the status.
  5. If paused, click Wake up and check the logs.
     • If the cost estimation service starts running, the data processing starts.

• 1. • If the cost estimation service is still paused, restart the data hub using the following command:

       ./cpit restart datahub 

       Once the data hub is restarted, review the Cost Estimation Service status again.

• If the data is populated in the Summary page only, and other pages are empty, verify the time filter at the top right corner of the page. Select Last month, and check whether the data is populated in other pages. This issue occurs during the beginning of a new month and the Current month time filter is selected.
  

TrueSight Presentation Server is not able to connect to data hub

Issue: The Cloud Cost Control UI displays the following error:

BCO_PS_ERR104 - An internal error has occurred while connecting to the Capacity Optimization instance. - 500

Cause: TrueSight Presentation Server is not able to communicate with Data Provider Service of data hub.

Solution: 

Verify whether the data hub is running:

1. Log in to the TrueSight Capacity Optimization console.
2. Navigate to Administration > SYSTEM > Status and select the Data Hub component.
3. Check its status.

If the data hub is not running, restart the data hub using the following command:

If issue persists, check the TrueSight Presentation Server logs.

1. Log in to the host computer on which you have installed TrueSight Presentation Server.
2. At the command prompt, navigate to the <Presentation Server installation directory>/TrueSightPServer/truesightpserver/log directory.

1. Check coRest.log, RestServiceAudit.log, rest-access.log, TrueSightUserAccount.log, and TrueSight.log logs.

The Business Services page is empty

Issue: No data in the Business Services page.

Cause: Data is not processed or data sources are not configured properly.

Solution: 

1. Log in to the TrueSight Capacity Optimization console.
2. Navigate to Workspace and verify that the systems of the business service have the latest data by running a quick analysis.
3. Verify that the systems of one business Services are not shared with other business services.
4. Ensure that the lookup information of these systems include entries from the performance ETLs and cost ETLs.
5. Navigate to Administration > ETL & SYSTEM TASKS > ETL tasks. Review the Run Configuration of all cloud ETLs to check the entity catalog of performance ETL is shared with the respective cost ETL. For example, AWS API ETL and AWS Cost and Usage ETL must share the entity catalog.
6. Verify whether data is imported properly by cloud ETLs:
   1. The ETL is scheduled to run every day and has run properly in the last few days.
   2. Review the ETL logs to check whether the ETL has run without errors, and lastcounter is up to date and not showing the backdated results (due to missed runs or extraction errors).
   3. If there are errors, immediately run the ETL manually, to perform the ETL data recovery. Run the performance ETL first and then the cost ETL. For example, run AWS API ETL first and then AWS Cost and Usage ETL.
   4. Navigate to Administration > SYSTEM > Status and select the Data Hub component. Click Core Services - Near-real-time Warehouse service and then On demand processing to force a faster data import.
   5. Navigate again to Workspace and verify that the systems of the business service have the latest data by running a quick analysis.
   6. Manually recover the historical cost.
7. (For AWS only) Verify that the AWS cost and usage report is configured to include Resource IDs. If not, include resource IDs, run the ETL again, and recover historical data.
   
   

Cloud migration simulation fails with an error

Issue: The TrueSight Presentation Server log displays the following error message:

Cause: Null value in the on-premises cost catalog.

Solution: 

Apply CHF 4 of 11.5.01.001. For details on downloading and applying the CHF, see see the knowledge article number 000307304 (Support logon ID required).

If you haven't applied the CHF, try this workaround:

1. Log into the TrueSight Capacity Optimization console.
2. Navigate to Administration > SYSTEM > Maintenance.
3. Click Maintenance Activities.
4. Execute Clear cache. The The cache has been successfully cleaned message is displayed.
5. Run Cloud migration simulation.