Troubleshooting status issues of BMC Discovery services

If you encounter issues with the status of BMC Discovery services, use the steps described in this section to either resolve the problem or create a BMC Support case.

Issue symptoms

Some BMC Discovery services do not display the Running status though they are running.

Scope

This issue can affect all versions of BMC Discovery.

Resolution

Perform the steps in the following two stages to troubleshoot an issue where BMC Discovery services do not correctly display their Running status.

Stage 1–Identify the operating system and appliance version

To identify the operating system (OS) and appliance version, see Which-OS-and-version-is-my-appliance-using.

Stage 2–Confirm the status of BMC Discovery services

After you identify the version, perform the following steps to check the services:

1. Access the SSH session of the BMC Discovery appliance. To do so, use the SSH client PuTTY. For more information, see https://www.putty.org/
2. Log in as the tideway user.

3. Run the following commands to confirm that all the BMC Discovery services are in the Running state, and no service is in the Stopped state:

   Important

   If you are testing on a cluster, then confirm that the services are running on all the cluster machines.

   • CentOS 6 or RHEL 6:

     sudo /sbin/service tideway status  
     sudo /sbin/service cluster status
     sudo /sbin/service omniNames status
     sudo /sbin/service appliance status

   • CentOS 7:

     tw_service_control --status
     sudo systemctl status cluster
     sudo systemctl status omniNames
     sudo systemctl status appliance

4. Confirm that the httpd service is in a running state by using the following command: 

   sudo /sbin/service httpd status

   If the service is stopped, then run the following command to start the service: 

   sudo /sbin/service httpd start
5. Occasionally, it may happen that not all services are up, even though the running status shows that the services are up. In such cases, run the start command to start the services.
6. To restart the application services, first execute the following stop commands:

   • CentOS 6 or RHEL 6:

     sudo /sbin/service tideway stop  
     sudo /sbin/service cluster stop
     sudo /sbin/service omniNames stop
     sudo /sbin/service appliance stop

   • CentOS 7:

     tw_service_control --stop
     sudo systemctl stop cluster
     sudo systemctl stop omniNames
     sudo systemctl stop appliance

   • In rare cases, a process may be stuck and not end cleanly. To check for this, run the command:
     

     ps -ef | grep python

     If some processes are stuck, kill the python processes with the command:
     

     kill -9 <pid>

   • There are two privileged processes owned by root, for example:

     root      7490     1  0 Sep21 ?        00:00:00 python /usr/tideway/python/privileged/main.pyc --daemon start
     root      7495  7490  0 Sep21 ?        01:02:43 python /usr/tideway/python/privileged/main.pyc --daemon start

     It is not necessary to kill these privileged processes. However, killing these processes will cause no harm.

   • Run the following commands to restart the services:

     • CentOS 6 or RHEL 6:

       sudo /sbin/service appliance start
       sudo /sbin/service omniNames start
       sudo /sbin/service cluster start
       sudo /sbin/service tideway start

     • CentOS 7:

       sudo systemctl start appliance
       sudo systemctl start omniNames
       sudo systemctl start cluster
       tw_service_control --start