Troubleshooting BMC TrueSight Operations Management Report Engine for event and impact reporting

This topic provides information on how to analyze and troubleshoot problems that you might experience when using BMC TrueSight Operations Management Report Engine for event and impact reporting:

• Cell registration failed
  • Verify the fullyQualifiedHostName
  • Verify the hosts file
• ORA12557-TNS protocol adapter not loadable
• Unable to run CLI commands in BMC TrueSight Operations Management Report Engine configured with Oracle RAC
• Report Engine service stop command is not responding after some time
• Cell registration issue in multiple Report Engine environment

Cell registration failed

When you try to add the BMC TrueSight Operations Management Report Engine gateway entry to the mcell.dir file, the cell registration may fail. To resolve the issue:

• Verify the fullyQualifiedHostName
• Verify the hosts file

Verify the fullyQualifiedHostName

The fullyQualifiedHostName entry in the mcell.dir file may not be correct. Verify that you have provided the correct fullyQualifiedHostName.
To find the correct fullyQualifiedHostName, follow the steps given below:

1. At the command line, change the current directory path:
   
   (Windows) ReportEngineInstallDirectory\ReportEngine\bin\reportsCLI
   
   (Solaris and Linux) ReportEngineInstallDirectory/ReportEngine/bin/reportsCLI
2. Run the following command:
   
   (Windows) cell_config -h(Solaris/Linux) ./cell_config.sh -h
   The help for the command is displayed.

3. Scroll down until you reach the subscription string for mcell.dir.
   The correct gateway entry that needs to be added to the mcell.dir file is displayed.

   Information

   Example

   Subscription string for mcell.dir:

   gateway.reportengine bpre.vm-w23-rds1051.bmc.com mc vm-w23-rds1051.bmc.com:3783

4. Copy the gateway entry, and paste it in the mcell.dir file.
5. Delete the wrong entry from the mcell.dir file and save the file. 
6. Reload the mcell.dir file.

Verify the hosts file

The cell registration may fail when BMC TrueSight Operations Management Report Engine is not able to resolve the fullyQualifiedHostName.
In this case, you must update the hosts files present on both the computers on which you have installed BMC TrueSight Operations Management Report Engine and BMC TrueSight Infrastructure Management with the following entries:

• Full name of the computer on which you have installed BMC TrueSight Operations Management Report Engine
• Full name of the computer on which you have installed BMC TrueSight Infrastructure Management

The hosts file is located at /etc on Solaris and Linux and at \WINDOWS\SYSTEM32\drivers\etc on Windows.

ORA12557-TNS protocol adapter not loadable

When clicking on links within the reports, the following error is thrown:
ORA12557-TNS protocol adapter not loadable

This is due to incorrect sequence of Oracle path in the PATH variable. To avoid this issue, set the client entry before the Oracle server entry in the PATH variable. For more information, see the following example:

PATH:

Unable to run CLI commands in BMC TrueSight Operations Management Report Engine configured with Oracle RAC

After Oracle Real Application Cluster (RAC) Configuration, if you are unable to run CLI commands, check the following:

• Check that the Report Engine Host is able to ping the RAC Database nodes
• Verify the RAC URL in the database_config.xml, websdk-ds.xml, and smsConsoleServer-ds.xml files available at the following locations:
  • Windows

• 
  
  • Solaris and Linux 

Report Engine service stop command is not responding after some time

On a UNIX based platform, the /etc/init.d/BMCTrueSightOperationsManagementReportEngine stop command might take a long time to execute and might stop responding.

To resolve this issue, kill the process manually by running the following command:

where, <process_id> can be found using ps -ef | grep wrapper command

You can start the service by running the following command:

Cell registration issue in multiple Report Engine environment

In a multiple Report Engine environment, if you install new Report Engine after uninstalling an existing Report Engine, the cell registration fails.

When you uninstall the existing Report Engine, the cell that it was registered to, does not get unregistered. While installing the new Report Engine, when you provide the cell registration details for that cell,the following message is displayed:

To resolve this issue, unregister the BMC TrueSight Infrastructure Management Server and the cell that is registered with Report Engine, before uninstalling the Report Engine.