Troubleshooting Infrastructure Management

The following section lists various issues that you may encounter with Infrastructure Management and solutions to the issues.

 Authentication issues

If the Authentication failed (HTTP error code 401) error message is displayed, perform the following actions:

• Ensure that the user credentials are valid. You can do this by trying to log on to the administrator console and verifying that the login was successful.
• On the Central Server Router, ensure that the routerGatewayHostName property does not have the router's name as the value in the pw\pronto\conf\bppmws.properties file.
• On the Child Server, ensure that the isRouter property is set to False in the pw\pronto\conf\bppmws.properties file.
• Ensure that the registeredNGPs property in the pw\pronto\conf\servers.properties file lists the name of the registered child servers for the Central Server Router and the name of the router for the Child Servers.

Resource not found issues

If the Not found (HTTP error code 404) error message is displayed, perform the following actions:

• Ensure that the web service request uses the correct calling method. For example, for a web service API that uses the POST method, if you use the GET method, this error is displayed. Also, ensure that the content type is specified correctly in the body of the web service request.
• On the Child Server, ensure that the routerGatewayHostName property has the router's name as the value in the pw\pronto\conf\bppmws.properties file.
• On the Central Server Router, ensure that the registeredNGPs property lists the name of the child server in the pw\pronto\conf\servers.properties file.

• If the name of the child server is not registered, restart the child server so that it is registered with the Central Router Server.
• If the child server is not registered in the router, on the child server, check the value of the bppmwsGatewayProtocol and selfHostBPPMAPIPort properties in the pw\pronto\conf\bppmws.properties file. If the gateway protocol is http, then the port number must be 80, and if the gateway protocol is https, then the port number must be 443.
• If the BMC TrueSight Infrastructure Management Server is integrated with BMC Atrium SSO, ensure that the child server is configured properly, and verify that the:
  • User names are added to BMC Atrium SSO
  • Default user groups that are part of BMC TrueSight Infrastructure Management Server are created in BMC Atrium SSO
  • Custom groups are also created in BMC Atrium SSO, Central Server, and the child servers
  • Servers are integrated with the same BMC Atrium SSO
• if the BMC TrueSight Infrastructure Management Server is integrated with BMC Atrium SSO, ensure that the mapping of the BMC TrueSight Infrastructure Management Server user group and BMC Atrium SSO user groups is done . To verify this, open the ldap_ppm_group_mapping file located in the pw\pronto\conf folder and check for the group mapping. If the mapping is not done, this error message is displayed.
• If the BMC TrueSight Infrastructure Management Server is integrated with BMC Atrium SSO, ensure that the authentication type used in BMC TrueSight Infrastructure Management Server is added as an authentication module in BMC Atrium SSO. This error is displayed if the authentication type is not added to BMC Atrium SSO. For more information about the authentication module, see the BMC Atrium Single Sign-On Administrator's Guide.

No matching monitor found to create an SLO

If the No matching monitor found (JSON error code BPPM-RWS40029E) error message is displayed when you try to create an SLO, it may be due to the following reasons:

• There is no matching monitor found with the specified filter identifier for the specified device.
• Attribute set may not be present for the specified SLO type. To verify this, on the SLO Management console, try creating an SLO. If you cannot create it, try adding an attribute set to the SLO type, and retry creating an SLO.
  For information about creating an SLO on the SLO Management console and adding an attribute set to the SLO type, see Creating-an-SLO-with-web-services.

The operator console UI is not displayed

The operator console UI might not be displayed because of one of the following reasons:

• Cross Site Request Forgery (CSRF) validation - The TrueSight Infrastructure Management Server validates all incoming requests to prevent CSRF attacks. If you are connecting to the TrueSight Infrastructure Management Server with an alias or a proxy name, the operator console UI might not be displayed.
• Changed load balancer name - If you change the load balancer name after starting the TrueSight Infrastructure Management Server, and then if you try to connect to the TrueSight Infrastructure Management Server with the changed load balancer name, the operator console UI might not be displayed.

Solution

1. Provide all aliases, proxies, or load balancer names in the custom/conf/pronet.conf file. If multiple hosts or aliases are assigned to the TrueSight Infrastructure Management Server, provide them as comma-separated values, for example:
   pronet.tsim.proxy.hosts=alias1,alias2,proxy1,proxy2,changedloadbalancername
2. Run the following command to load the host and aliases in the cache:
   pw jproperties reload

The operator console UI performance is slow

The operator console UI performance might be slow because the TrueSight Infrastructure Management Server validates all incoming requests to prevent Cross Site Request Forgery (CSRF) attacks. Disabling the CSRF filter might improve the operator console UI performance. However, your security will be compromised. BMC recommends not disabling the validation.

Perform the following steps to disable the CSRF filter:

1. Update the following property in the custom/conf/pronet.conf file to disable the filter. The filter is enabled by default.
   pronet.tsim.csrf.filter=false
2. Run the following command:
   pw jproperties reload