Troubleshooting deployment issues

Consult this topic for information about troubleshooting issues related to the product deployment.


Debugging PostgreSQL database issues

If you face issues related to the PostgreSQL database, you must first log in to the database. Complete the following steps to log in to the PostgreSQL database:

Run the following command:

kubectl get pods -n <namespace> | grep client
ade-infra-clients-7d97787dcc-mvtfb                   1/1     Running     0          22m

kubectl exec -it ade-infra-clients-7d97787dcc-mvtfb bash -n <namespace>
PGPASSWORD=pGTest2020 psql -h postgres-postgresql-ha-postgresql  -p 5432 -U postgres -d postgres

select schema_name from information_schema.schemata;
select * from tdc_integration_645531793.tenant;

You can determine whether the PostgreSQL container is in the master or standby node. Run the following command:

postgres=# select pg_is_in_recovery();
pg_is_in_recovery
-------------------
f
(1 row)
f = false, the node is the master node
t = true, the node is running in standby mode


Deployment manager failed

Scope

This occurs of because of network issues.

Workaround

Perform the following steps:

  1. Run the following command:
    helm ls --all -n <namespace> | grep pending-install
    helm delete <each of the service in previous step> -n <namespace>
  2. Run the installer again by using the following command:
    ./deployment-manager.sh


Deployment manager failed with a bad decrypt message

Scope

This issue occurs because of an incorrect encryption password entered during deployment. The following error appears:

bad_decrypt_error.png

Workaround:

Run the deployment again with the correct encryption password. 

For information about the encryption password, see Deploying-BMC-Helix-IT-Operations-Management.


Service deployment failed

If the deployment for any service fails, run the following command:

helm ls --all -n <namespace> | grep -I fail

Also, zip and share the logs folder with BMC.


RSSO deployment error

If the rsso-prod-dbinit pod is in an error state and the installation aborts, perform the following steps:

  1. Run the following command:

    helm delete rsso -n <namespace>
  2. Delete the postgres pods.
  3. Remove the database ade_rsso from the deployment.config file.
  4. Run the installer again


Configuration screens in BMC Helix Operations Management are not displayed correctly

Scope

The drop-down lists in the BMC Helix Operations Management configuration screens are not displayed.

Workaround

Update the Cassandra database with the following command:

./commons/run_cql_query.sh


Tenant entry is not added for the BMC Intelligent Integrations database

To resolve this issue, update the PostgreSQL database with the following command:

./commons/run_sql_query.sh


The installation aborts because of an RSSO error

Scope

The rsso-pod-dbinit pod displays an error and installation aborts.

Workaround

Perform the following steps:

  1. Run the following command:

    ~]# helm delete rsso -n <namespace>

  2. Delete the PostgreSQL pods and wait for the pods to be up and running again. Run the following command to delete the pods:

    ~]# kubectl delete pod postgres-postgresql-ha-postgresql-0 postgres-postgresql-ha-postgresql-1 -n <namespace> --force --grace-period=0

    ~]# kubectl exec -it ade-infra-clients-<unique-id> bash -n <namespace>

    bash-5.1# PGPASSWORD=pGTest2020 psql -h postgres-postgresql-ha-postgresql  -p 5432 -U postgres -d postgres

    postgres=# drop database ade_rsso;
  3. Rerun the installer.


Deployment fails because the product cannot connect to the PATROL Agent

Scope

The deployment fails because the product cannot connect to the PATROL Agent

Solution

Make sure that the INGRESS_CLASS value in the configs/infra.config is as follows:

INGRESS_CLASS=knginx

This value must match the value in your ingress definition.



 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*