Infrastructure Management installation and uninstallation issues

Unable to install TrueSight Infrastructure Management if the system requirements are not met

You cannot proceed with the TrueSight Infrastructure Management installation on a computer that does not meet the system requirements. The installation logs provide messages that indicate that the expected or recommended configurations are not met. You must ensure that the target computer meets the system requirements and then rerun the installation.

You can find the installation logs at:

• Windows) Default directory: \Temp\tsim_install_log.txt
• (Linux) Default directory: /tmp/tsim_install_log.txt

You can see the following log messages indicating the expected or recommended configuration and the actual configuration values.

Unable to install TrueSight Infrastructure Management if the required configuration limits are not met

Before installing Infrastructure Management, you need to ensure that the target host is configured with the required settings. This configuration is required only if you are installing Infrastructure Management on a Linux computer with non-root permissions.

You can change the required configurations either manually or by running the config_nonroot.sh script (with root permissions).

For more information about the configuration settings and the script, see Preparing Linux computers for Infrastructure Management.

Windows could not start the service

On a Windows computer, when you restart the TrueSight Infrastructure Management Server, access services.msc to check whether the TrueSight Infrastructure Management Server service is started. It might display the following warning message though the service is already started:

Windows could not start the 

 service on Local computer. 

You can ignore this message.

Email alerts are not working

You are not receiving email alerts. 

The email settings on your computer are not configured to receive alerts from administrator. 

Review the email settings and configure your computer to receive email messages from administrator.

Required libraries for msend are missing for the Integration Service on Linux systems

The libraries required for msend are missing. 

This error occurs when required libraries for msend are missing (for example, libstdc++.so.6 and  libgcc_s.so.1). 
To correct this issue, perform the following actions: 

1. Set LD_LIBRARY_PATH to point to  installationDirectory/pw/server/bin. 
2. To use LD_LIBRARY_PATH, set it as an environment variable. 
   
   In bash: 
   $ export LD_LIBRARY_PATH=/usr/local/lib:$LD_LIBRARY_PATH 
   
   In csh: 
   > setenv LD_LIBRARY_PATH /usr/local/lib:$LD_LIBRARY_PATH

Cleaning up the operating system when the installation fails

If the installation fails, perform the following steps for cleaning up the operating system:

1. Back up the ProductRegistry.xml file. 
   The file is located in the following directory, depending on your operating system:
   • (Microsoft Windows) C:\Windows\
   • (Linux) /opt/bmc/
2. Run the uninstaller to uninstall the TrueSight Infrastructure Management Server. If the uninstaller was not created due to failed install, perform the steps provided in Uninstaller not created.
3. Remove the TrueSight Infrastructure Management folder from the computer.

Uninstaller not created

If the uninstaller was not created due to failed install, perform the following steps depending on your operating system:

1. (Microsoft Windows and Linux) Remove the entire directory where the TrueSight Infrastructure Management Server server is installed. 
2. (Microsoft Windows) Remove the services that were deployed on the server.
   
   • TrueSight Infrastructure Management Server
   • Publishing Server
   • Integration Service
   • TrueSight Infrastructure Management Administration Manager
   • TrueSight Infrastructure Management Impact Manager
   • BMC Event Adapters 
3. (Microsoft Windows) Remove the registry values using regedit. 
   
   1. Search for registry entries created for  bppm  and remove them.
   2. Search for registry entries created for  bmc software  and remove them.
   3. Search for registry entries created for TrueSight Infrastructure Management and remove them.
   4. Search for registry entries created for  IntegrationService and remove them.
   5. Search for registry entries created for  centraladmin and remove them.
   6. Search for registry entries created for  pns and remove them.
4. (Microsoft Windows and Linux) Remove the following environment variables:
   • BMC_PROACTIVENET_HOME
   • BPPM_SERVER_HOME
   • CATALINA_HOME
   • IBRSD_HOME
   • JAVA_HOME
   • MCELL_HOME
   • PnAdminPath
   • PnServerPath
   • ProActiveServerPath
5. (Microsoft Windows) Edit the PATH environment variable and remove the entries related to the TrueSight Infrastructure Management Server and PERL, if any.

Apache service is not installed automatically in high availability (HA) mode

On a Windows Server 2012 computer, after a successful installation of TrueSight Infrastructure Management Server in high availability mode, the Apache service is not installed automatically.

Workaround:

1. On the primary server, open a command prompt.
2. Go to the <installation directory>\pw\apache\bin\ directory and run the following command:
   
   httpd.exe -k install -n "ProactiveNetApache"
   
   The Apache service is created.
3. Restart the TrueSight Infrastructure Management Server.

TrueSight Infrastructure Management installation blocked due to the issues with SUSE 15 Sp1

glibc.i686 library is missing

ed editor is missing

Crontab entries are missing

On a SUSE Linux computer, while installing or upgrading TrueSight Infrastructure Management, you get a warning message indicating that some crontab entries are missing.

Workaround: You need to add the required crontab entries manually or by running the CreateCrontabEntries.sh script (recommended) as described in the following sections. If you find that running the script or manually adding the crontab entries does not work, contact your system administrator.

• Adding the crontab entries by running a script
• Manually adding the crontab entries
• Verifying if the required crontab entries exist

Adding the crontab entries by running a script

1. Identify the TrueSight Infrastructure Management Server crontab entries by using the  crontab -l  command and check for all entries between the lines # begin_pronto and # end_pronto. 
2. Open the command prompt and access the  <installDirectory>\pw\scripts folder.
3. Run the CreateCrontabEntries.sh solaris <Database> command.
   In the preceding command syntax, < Database > can be Oracle or Sybase.
   Example: CreateCrontabEntries.sh solaris Oracle
4. Verify if the required crontab entries are created.

Manually adding the crontab entries

Sometimes even after running the CreateCrontabEntries.sh script, it is possible that the crontab entries are not created. In this scenario, you can manually add the crontab entries by performing these steps.

1. Run the crontab -e command.
   This command opens the text editor that is set for your system environment.

2. Based on the database type, add the following entries:

   For Sybase database

   #add empty line by TrueSight
   #begin_pronto – DO NOT DELETE THIS LINE !
   #the following entry is added for BMC TrueSight
   #Changed on Thu Aug 10 09:40:08 CDT 2017
   
   15 * * * * /usr/pw/pronto/bin/hourlyjobs > /usr/pw/pronto/tmp/hrjob.log 2>&1
   30 3 * * 1-6 /usr/pw/pronto/bin/dailyjobs hosts > /usr/pw/pronto/tmp/dajob$$.log 2>&1
   30 4 * * 0 /usr/pw/pronto/bin/weeklyjobs hosts > /usr/pw/pronto/tmp/wkjob$$.log 2>&1
   30 5 * * 0 /usr/pw/pronto/bin/dbarchive > /usr/pw/pronto/tmp/dbarchive6792.log 2>&1
   0,15,30,45 * * * * /usr/pw/pronto/bin/check_pronetprocs > /usr/pw/pronto/tmp/check_pronetprocs.log 2>&1
   30 5 * * 0 /usr/pw/pronto/bin/imDataBackup > /usr/pw/pronto/tmp/imDbBackup.log 2>&1
   30 3 * * 1-6 /usr/pw/pronto/bin/imDataBackupDaily > /usr/pw/pronto/tmp/imDbBackupDaily.log 2>&1
   0 * * * * /usr/pw/pronto/bin/imStatusChk > /usr/pw/pronto/tmp/imStatusCheck.log 2>&1
   #end_pronto – DO NOT DELETE THIS LINE !

   For Oracle database

   #add empty line by TrueSight
   #begin_pronto – DO NOT DELETE THIS LINE !
   #the following entry is added for BMC TrueSight
   #Changed on Thu Aug 10 09:40:08 CDT 2017
   
   15 * * * * /usr/pw/pronto/bin/hourlyjobs > /usr/pw/pronto/tmp/hrjob.log 2>&1
   30 3 * * 1-6 /usr/pw/pronto/bin/dailyjobs hosts > /usr/pw/pronto/tmp/dajob$$.log 2>&1
   30 4 * * 0 /usr/pw/pronto/bin/weeklyjobs hosts > /usr/pw/pronto/tmp/wkjob$$.log 2>&1
   0,15,30,45 * * * * /usr/pw/pronto/bin/check_pronetprocs > /usr/pw/pronto/tmp/check_pronetprocs.log 2>&1
   30 5 * * 0 /usr/pw/pronto/bin/imDataBackup > /usr/pw/pronto/tmp/imDbBackup.log 2>&1
   30 3 * * 1-6 /usr/pw/pronto/bin/imDataBackupDaily > /usr/pw/pronto/tmp/imDbBackupDaily.log 2>&1
   0 * * * * /usr/pw/pronto/bin/imStatusChk > /usr/pw/pronto/tmp/imStatusCheck.log 2>&1
   #end_pronto – DO NOT DELETE THIS LINE !

3. Saved the contents by running the command, :wq.
4. Verify if the required crontab entries are created.

Verifying if the required crontab entries exist

Run the {{code language="none"}}
crontab -l
{{/code}} command to verify if the crontab entries are created.

Host <hostname> is not an active hostname

If port 7 is blocked by firewall on the remote host, where the communicating component (Oracle, CMDB host, TrueSight Presentation Server, etc) is installed, the TrueSight Infrastructure Management installer displays the error as Host <hostname> is not an active hostname. 

Examples: 

CMDB Host <hostname> is not an active hostname Or 
INVALID_ORACLE_HOSTNAME

To resolve this issue, perform any of the following: 

• Open port 7 on the remote host
• If you cannot open port 7 due to security constraints, run the TrueSight Infrastructure Management installer with the following command line option:

Install.cmd -J SKIP_PING_VALIDATION_ERROR=true

Login to the TrueSight Infrastructure Management Server from the remote administrator console fails when deployed on IPv6

While trying to log into the TrueSight Infrastructure Management Server from the remote administrator console when both of them are deployed on IPv6, the console fails to login and displays the exception. 

To resolve this issue, perform the following:

1. Add the entry for the IP address or hostname of the TrueSight Infrastructure Management Server host in the pw/custom/conf/pronet.conf file:
   
   pronet.rmi.server.hostname=<hostname>.ipv6.bmc.com 
    or 
   pronet.rmi.server.hostname=[<IPv6 address>]
2. Restart the TrueSight Infrastructure Management Server.
3. Restart the TrueSight Infrastructure Management to resolve the ‘Initialization Error’ issue for the TrueSight Infrastructure Management Server component.

Unable to delete uninstaller directory error message

During an upgrade of TrueSight Infrastructure Management, the server install log returns a  Unable to delete uninstaller directory  warning message. You can ignore this warning. 

CRE-1419

Installation does not proceed on Linux systems

The TrueSight Infrastructure Management Server installation on a Linux computer might not proceed because the jserver process does not start.

Solution

Add the following values in the /etc/security/limits.conf file:

• <Non-root-User-Name> soft nofile 16096
• <Non-root-User-Name> hard nofile 16096
• <Non-root-User-Name> soft nproc 4096
• <Non-root-User-Name> hard nproc 4096

Installation fails at the disk space validation stage on Windows systems

On Windows 2008 R2 64-bit systems, a fresh installation of the TrueSight Infrastructure Management Server or Integration Service fails at the disk space validation stage, even though there is sufficient disk space.

Solution

1. Launch the installation utility.
2. Copy the contents of the ostools.zip file to the  %temp%\Utilities\bin\ostool  folder.

1. Proceed with the installation.

TrueSight Infrastructure Management installation blocked with ORA-12650 error

When you do a fresh installation of TrueSight Infrastructure Management, the installation is blocked with the following error message on the installer screen:

The tsim_server_install_log file shows the following error stacktrace.

Probable cause
The installer is unable to establish a connection with the database server. 

Possible solution

If you encounter this error during TrueSight Infrastructure Management installation, the following steps would be one of the solutions to resolve the issue:

1. Go to your database server and take a backup of the sqlnet.ora file. Open the file in a text editor and add the value SHA1 to the existing sqlnet.crypto_checksum_types_server property value. If the property does not exist, add the property, and include the value SHA1.
    For example: 
   sqlnet.crypto_checksum_types_server=(SHA256,MD5)For the updated values to get reflected in the sqlnet.ora file, run the following command:

   lsnrctl reload
2. Reinitiate the TrueSight Infrastructure Management installer screen.

TrueSight Infrastructure Management installation blocked due to Oracle parameters validation failure

If the install logs contain the following error during TrueSight Infrastructure Management installation, perform the workaround steps to resolve the issue:

Workaround

1. On the TrueSight Infrastructure Management server, go to the directory (Linux)/tmp/pw/pronto/conf or (Windows) %temp%\pw\pronto\conf.
2. Open the oracle_parameters.conf file in a text editor and update the job_queue_processes property value from the current value to 20 as shown in the following example:
   job_queue_processes;INT;20
3. Go to the TrueSight Infrastructure Management installer screen that you minimized before initiating the workaround, and click the Previous button followed by the Next button to resume the installation.