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.

Note

You can configure the name of the servers.properties file by setting the serverListFile property in the pw\pronto\conf\bppmws.properties file.

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.

Note

You can configured the servers.properties file name by setting the serverListFile property in the pw\pronto\conf\bppmws.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 TrueSight Infrastructure Management Server is integrated with Remedy SSO, ensure that the child server is configured properly, and verify that the:
    • User names are added to Remedy SSO
    • Default user groups that are part of TrueSight Infrastructure Management Server are created in Remedy SSO
    • Custom groups are also created in Remedy  SSO, Central Server, and the child servers
    • Servers are integrated with the same Remedy SSO
  • if the TrueSight Infrastructure Management Server is integrated with Remedy SSO, ensure that the mapping of the TrueSight Infrastructure Management Server user group and Remedy 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 TrueSight Infrastructure Management Server is integrated with Remedy SSO, ensure that the authentication type used in TrueSight Infrastructure Management Server is added as an authentication module in Remedy SSO. This error is displayed if the authentication type is not added to Remedy SSO. For more information about the authentication module, see the Remedy SSO Administration documentation.

UI not displayed

The TrueSight Infrastructure 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 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 loadbalancer name, the 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

UI performance is slow

The 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 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

Preview for policy does not display any values

While creating a policy with the Agent IP Adress equals condition, when you click Preview, the matching PATROL Agents are not displayed. This happens because the PATROL Agents have dual IP addresses.

Solution

While creating a policy, make sure that you use the PATROL Agent IP address that is used on the Device Details page for the PATROL Agent.

Monitor instances are removed in the TrueSight Infrastructure Management Server

If there are multiple aliases for the PATROL Agent and one alias for the configuration management database (CMDB), the monitor instances are removed from the TrueSight Infrastructure Management Server after the device is consolidated for the CMDB. The PATROL Agent device is moved out of the VCenter hierarchy.

Solution

If you have set the ServiceModelDeleteDuplicateCI property to Yes in the installationDirectory/pw/server/etc/<cellname>/mcell.conf file, you must add the following property in the installationDirectory/pw/custom/conf/pronet.conf file: component.delete.duplicate.device=true

Once you modify the preceding files, ensure that you restart the Infrastructure Management server.

The log file displays a stats queue limit exceeded error message

An error message is displayed in the TrueSight.log file with the following format:

Max L2Stats Q limit exceeded for motypeId <monitor type ID>

Solution

Perform the following steps only if a few (around three or so) monitor type IDs are displayed in the log. If the log contains more monitor type IDs, contact Support for assistance.

  1. From the TrueSight.log file, obtain the monitor type ID.
    For example: Max L2Stats Q limit exceeded for motypeId [ 501002 ]
    The monitor type ID is 501002.
  2. Set the following properties in the installatedDirectory\pw\custom\conf\pronet.conf file:
    pronet.ngp.perf.queue.manager.motypes <comma separated list of monitor type IDs>
    pronet.ngp.perf.queue.manager.queue.<monitor type ID>.size
    For the monitor type ID 501002, you could set the properties as:
    pronet.ngp.perf.queue.manager.motypes 501002 
    pronet.ngp.perf.queue.manager.queue.501002.size=100000

Native monitors are not present in attribute sets

After upgrading to TrueSight Operations Management 11.3.04, you do not see native monitors in the existing attribute sets.

Solution

  1. Run the tssh command and set the excludeNativeMonitors property to false.
    tssh properties set excludeNativeMonitors false reload
  2. Refresh the attribute sets page or log on to TrueSight Operations Management again.

Only the External Report attribute set type is visible

By default, only External Report attribute set type is displayed when you upgraded to 11.3.04. You can access other attribute set types by using the showAttributeSetTypes property. Use the following values for the property:

  • 5 - External Report
  • 4 - Global
  • 3 - Relationship
  • 2 - Report
  • 1 - SLO Type

 Solution

  1. Run the tssh command and set the showAttributeSetTypes property to the required value.
    For example, you see External Report and you also want to see the Relationship and SLO Type attribute sets types, run:
    tssh properties set showAttributeSetTypes 5,3,1 reload
  2. Refresh the attribute sets page or log on to TrueSight Operations Management again.

Java process crashes intermittently on the TrueSight Infrastructure Management administrator console

If the administrator console is kept running for a longer duration on a Windows machine, the java process running on the machine might intermittently crash resulting in the following error message:

OpenJDK Platform binary has stopped working

Solution

  1. In the error message dialog, click Close the program to stop the current session of the administrator console. 
  2. Relaunch the administrator console to start a new session.

pw dump 2 command is unable to unload the dat files inside data folder for Sybase database on Windows

Solution

  1. Stop the TrueSight Infrastructure Management server using pw sys stop command.
  2. Navigate to <TSIM_SERVER_HOME>\pw\pronto\bin, and take the backup of pwDBUnload.pl file.

  3. Open pwDBUnload.pl file. Search for the following string

    my $connectString = "eng=storm_${hostname};uid=${user};pwd=${pwd};LINKS=tcpip";
  4. Remove  ;LINKS=tcpip string from above connection string .

  5. String must display like the following:

    my $connectString = "eng=storm_${hostname};uid=${user};pwd=${pwd}";
  6. Save the pwDBUnload.pl file.
  7. Start the TrueSight Infrastructure Management server using pw sys start command.
  8. Run the  pw dump 2 command and verify the .dat files populated in <TSIM_SERVER_HOME>\pw\dump\data folder.

 

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