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T lProblem Determination and Troubleshooting Guide ivo i T 3 lProblem Determination and Troubleshooting Guide ivo i 5 ContentsPreface . . . . . . . . . . . . . . vii Copyright IBM Corp. 2003, 2006 Chapter 1. Introduction to troubleshooting . . . . . . . . . . .1 Chapter 3. Log file types . . . . . . .35 Chapter 4. Locating and configuring log files . . . . . . . . . . . . . .39 Chapter 5. Tivoli Intelligent Orchestrator log files . . . . . . . .45 Chapter 6. Middleware prerequisite log files . . . . . . . . . . . . . . . .51 6 Chapter 8. Troubleshooting the agent manager . . . . . . . . . . . . . .79 iv Chapter 9. Contacting IBM Tivoli Software Support . . . . . . . . . .91 Chapter 10. Tivoli Intelligent Orchestrator messages . . . . . . .95 7 Chapter 11. Tivoli Common Agent Services messages . . . . . . . . . 179 Contents v Common Agent messages . . . . . . . . . 179 Agent Manager messages . . . . . . . . . 202 Index . . . . . . . . . . . . . . . 231 Appendix A. Common Agent serviceability tool . . . . . . . . . 221 Components . . . . . . . . . . . . . . 221 Running the serviceability tool . . . . . . . 221 Contents of the CASservice.zip file . . . . . . 221 Appendix B. Support information . . . 225 Appendix C. Notices . . . . . . . . 229 Trademarks . . . . . . . . . . . . . . 230 8 vi9 Preface13 Chapter 1. Introduction to troubleshooting Copyright IBM Corp. 2003, 2006 Product and system overview 14 Product comparison2The following table summarizes the complementary roles of the two products: 15 Product architectureTivoli Intelligent Orchestrator includes the following main components:Chapter 1. Introduction to troubleshooting 3WebSphere Application Server WebSphere Application ServerQueue ( MQ) WebSphere Application Server Tivoli Intelligent Orchestrator components 16 Prerequisites installed with Tivoli Intelligent Orchestrator17 Built-in troubleshooting featuresChapter 1. Introduction to troubleshooting 5 Problem classification Product maintenance Backing up the systemhttp://publib.boulder.ibm.com/infocenter/db2help/index.jsp or to the Oracle9i documentation available athttp://www.oracle.com/technology/documentation/oracle9i.html http://publib.boulder.ibm.com/tividd/td/IBMDirectoryServer5.2.html 18 Performing periodic checks and maintenance6http://www.ibm.com/software/sysmgmt/products/support/ IBMTivoliIntelligentOrchestrator.html Problem resolution 19 Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator Copyright IBM Corp. 2003, 2006 What was done differently this time? Problem determination methodologies Defining the problem 20 Identifying the cause of the problem21 Fixing the problemChapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 9 Troubleshooting methods for Tivoli Intelligent Orchestrator and prerequisites 22 Troubleshooting the prerequisite installation10 DB2 Universal Database verificationnetstat -an |grep 50000 Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 23 IBM Tivoli Directory Server verificationv UNIX: ibmdirctl -D cn=root -w <password> status 24 12ibmdirctl -D cn=root -w <password> start v Stopping the IBM Tivoli Directory Server: ibmdirctl -D cn=root -w <password> stop 25 WebSphere Application Server verificationChapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 13 Application Server status:serverStatus -all -user <username> -password <password> 26 14tail -f SystemOut.log AdminInitiali A ADMN0015I: AdminService initializedChapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 15 27 Secure Authentication Services (LDAP)Configuration A SECJ0215I: Successfully set JAAS login provider SecurityDM I SECJ0231I: The Security components FFDC Diagnostic Module SecurityCompo I SECJ0240I: Security service initialization completed Map Tivoli Intelligent Orchestrator resource referencesResourceMgrIm I WSVR0049I: Binding QueueConnectionFactory as ResourceMgrIm I WSVR0049I: Binding DeploymentEnginePrivateRequests ResourceMgrIm I WSVR0049I: Binding DeploymentEngineHighLevelOutput 28 16Simple Object Access Protocol ( SOAP)JMXSoapAdapte A ADMC0013I: SOAP connector available at port 8880 Applications TCEAR Application Agent Manager application HTTP Transport Service Remote Method Invocation (RMI)Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 17 RMIConnectorC A ADMC0026I: RMI Connector available at port 2809 Startup CompleteWsServer A WSVR0001I: Server server1 open for e-business 29 Tivoli Intelligent Orchestrator installation and subcomponent configuration verificationTivoli Intelligent Orchestrator installation 30 Verifying subcomponent configurationlist tables 18<config> </config> Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 19 31 3.ldapsearch -b cn=schema -s base objectclass=* | grep -i think 32 20Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 21 33 Tivoli Intelligent Orchestrator runtime problem determinationComponent-based problem determination34 224. Check the tioldap authentication: 6. Check the tioappadmin user: 8. Search the knowledge bases and, if necessary, contact Support. For more Chapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 23 35 Task-based problem determination36 2437 SQL0532N A parent row cannot be deletedChapter 2. Problem determination essentials for Tivoli Intelligent Orchestrator 25 restricts the deletion. DB2INST1.SPARE_POOL(POOL_ID) IP = 9.3.127.47 SystemException: COPCOM093E The JDBC driver caused an SQL exception.... ssh -l username IP command 38 Accessing the knowledge bases26http://www-306.ibm.com/software/sysmgmt/products/support/ IBMTivoliIntelligentOrchestrator.html http://www-306.ibm.com/software/sysmgmt/products/support/ IBMDirectoryServer.html v For the WebSphere Application Server: http://www-306.ibm.com/software/webservers/appserv/ was/support/ Using the available command line tools 47 Chapter 3. Log file types Copyright IBM Corp. 2003, 2006 Message logs Message ID format 48 Message elements36Action title Description Administrator Response Chapter 3. Log file types 37 Describes what response a system programmer might be able to take. In the example, the action follows the label Operator Response. 49 Trace logsCommon Base Event logs 51 Chapter 4. Locating and configuring log files Copyright IBM Corp. 2003, 2006 Log locations Log directory files 52 Logging levels40msg_error#com.thinkdynamics.kanaha. util.logging.MessageLevel Extended for message logs msg_warn#com.thinkdynamics.kanaha. util.logging.MessageLevel Extended for message logs msg_info#com.thinkdynamics.kanaha. util.logging.MessageLevel Configuring logs with log4j log4j.prop# output directory. Can be overwritten with -Dkanaha.logs= # kanaha.logs=logs 54 Log level defaultsRollingFileAppender defaultsmsg.log v Maximum number of archived log files: 10 cbe.log v Maximum number of archived log files: 10 Configuring log4j dynamically 55 Preparing log files for review by IBM Tivoli SupportChapter 4. Locating and configuring log files 43 56 4457 Chapter 5. Tivoli Intelligent Orchestrator log files Copyright IBM Corp. 2003, 2006 /var/ibm/tivoli/common/COP/logs Log files for product setupThese log files are for installation and data center model initialization.File name Location Description reinit.log Windows %TIO_LOGS% Default value for %TIO_LOGS% : C:\Program Files\ibm\tivoli\ common\COP\logs UNIX or Linux $TIO_LOGS Default value for $TIO_LOGS : This is the InstallShield log for Tivoli Intelligent Orchestrator installation. Log files for the uninstall processUNIX or Linux $TIO_LOGS/uninstall 58 Log files for starting and stopping the server46File name Location Description tio_start.log Windows UNIX or Linux $TIO_LOGS UNIX or Linux $TIO_LOGS UNIX or Linux $WAS_HOME/logs/server1 UNIX or Linux $WAS_HOME/logs/server1 UNIX or Linux $WAS_HOME/logs/server1 59 Log files for the Web interfaceDeployment engine log files 60 Workflow logs61 Logs for data collection and decision makingAutomation package logsLog files for orchestration packages are stored in the %TIO_LOGS%\tcdrivermanager directory. 62 50 63 Chapter 6. Middleware prerequisite log files Copyright IBM Corp. 2003, 2006 67 Problems with installationIn Linux, you cannot create the user tioadmin 68 56ibmdirctl -D cn=root -w <password> status start: ibmdirctl -D cn=root -w <password> start 69 Installing the common agent and the agent manager is not supportedChapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 57 Manually uninstall the common agent. You should also verify whether the required port is available: The Microsoft Active Directory installation fails 70 The Microsoft Active Directory installation fails with invalid certificate valueEnvironment variables not set for user tioadmin 71 CauseChapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 59 Solution Cause Solution 1 Solution 272 60WAS_install_dir \bin\stopServer app_server_name - On AIX, Linux, and Solaris ADMU4000I: Server app_server_name stop completed. WAS_install_dir /bin/stopServer.sh app_server_name When the agent manager server is stopped, the following message is generated:ADMU4000I: Server app_server_name stop completed. db2cmd /c /i /w "RemoveCASTables.bat database_password "Agent_Manager_install_dir/bin/ RunInDbEnv.sh RemoveCASTables.sh database_password ./RemoveCASTables.bat database_password Chapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 61 73 - On AIX, Linux, and Solaris ./RemoveCASTables.sh database_password Agent_Manager_install_dir\_uninst\uninstall.exe java -jar uninstall.jar Or, to uninstall silently:java -jar uninstall.jar -silent java -jar " Agent_Manager_install_dir /_uninstDS/uninstall.jar" -silent ibmdirctl -D username -w password start 62 Cause Solution 74 Problems with logging inYou cannot log in CauseThe LDAP server might be down. Solution 1ibmdirctl -D username -w password status Solution 2Chapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 63 75 You cannot change your password Cause Solution6. Change your password again based on the specified password syntax. 76 Problems with workflowsDB2 Universal Database errors occur when you deploy resourcesdb2 update db cfg for $DB2_DB_NAME using applheapsz 3072 4. Run the following command to terminate all connections:db2 force applications all 5. Restart the Tivoli Intelligent Orchestrator server. DB2 Universal Database creates a database state errorCauseChapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 65 SolutionKeep the length of your workflow variables to less than 4000 bytes. 77 DB2 Universal Database deadlocks occur when the system runs a logical operationShell command error: Resource temporarily unavailable When you are running a workflow, you might see the following error: SolutionThe automation package that you are running requires bash on the endpoint. IBM Tivoli Software Support personnel have requested a copy of a workflowSolution: workflowLogExport tool78 66Syntax for UNIX: <?xml version="1.0" encoding="UTF-8"?> <workflow-execution-history>Chapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 67 Note: Any Unicode character can be used to enter comments in workflow scripts.</workflow-execution-history> 79 A workflow does not install 80 Cannot run workflows if the PS1 environment variable is altered68$ tioadmin> command$ $ # command# Other common problems 81 On Windows, Tivoli Intelligent Orchestrator does not startChapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 69 82 Incorrect SOAP parameters generate detailed Java exception messagesXML import does not work properly 83 DB2 Universal Database does not work properly with terminal serverChapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 71 Disable the terminal server and reboot before trying to install again. On UNIX, Tivoli Intelligent Orchestrator logs fill up the file systemThe capacity of the file system is not large enough. On Windows 2000, the embedded messaging feature does not workYou will notice the problem if you see a message similar to the following example: The last line in the log is: 84 721b2ddb28 JMSEmbeddedPr A MSGS0054I: Stopping the Broker When you run ps -ef | grep java it returns only one process: stopServer . A problem occurred in the Linux libstdc++ library. Not enough connection managers are allocated from the database server. db2set DB2TCPCONNMGRS=<value_calculated> 4. After changing the registry value, restart DB2 as follows: 85 Chapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 7386 74Chapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 75 87 Common agents unable to communicate with the agent manager$WAS_HOME/installedApps/<nodename>/AgentManager.ear/ AgentManager.war/WEB-INF/classes/resources a. Find the line that looks like:ARS.host=<fully qualified name> ARS.host=9.2.2.2 76COPCOM116E The operation timed out. 88 There is a maximum size for returnResult parameter storageDevice Manager limitationsThe following are known limitations for the Device Manager: 89 Agent receives an HTTP Unauthorized (401) response codeChapter 7. Common problems and known limitations in Tivoli Intelligent Orchestrator 77 Known report limitations Running any report with too many objects selected failsCOPJEE389E: The report contains too many objects. Retry with fewer selections. DB2 error - SQL0101N The statement is too long or too complex. 90 78 91 Chapter 8. Troubleshooting the agent manager Copyright IBM Corp. 2003, 2006 Log files for the agent manager Packaging the log files Locating the installation log files92 80Chapter 8. Troubleshooting the agent manager 81 93 Locating the uninstallation log filesLocating the remote registry logs 94 Locating the runtime log filesLocating the DB2 Universal Database runtime logs 95 Determining the version of agent managerChapter 8. Troubleshooting the agent manager 83 Agent_Manager_install_dir/GetAMInfo.sh Agent_Manager_install_dir\GetAMInfo.bat AgentManager Agent_Manager_install_dir/GetAMInfo.sh AgentRecoveryService Installation and uninstallation verifications Verifying that the agent manager service is running 96 Verifying the installation of WebSphere Application ServerErrors starting the agent manager application server Errors starting the agent manager application Verifying the connection to the registryChapter 8. Troubleshooting the agent manager 85 97 Enabling and disabling tracingEnabling tracing Disabling tracing 98 Recovering from an incomplete uninstallation of the agent manager86WAS_install_dir\bin\WASService.exe -remove "Tivoli Agent Manager" am:2345:once:/opt/IBM/WebSphere/AppServer/bin/rc.am >/dev/console 2>&1 amdb:2345:once:su - db2inst1 -c db2start >/dev/console 2>&1 Agent_Manager_install_dir\db\database_type\RemoveCASTables.bat Chapter 8. Troubleshooting the agent manager 87 v On AIX, Linux, and Solaris systems: Agent_Manager_install_dir/db/database_type\RemoveCASTables.sh Note: On a Windows system, you might have to restart the system before you 99 Common problemsRegistration and communication failures 100 Problems using the WebSphere Administrative Console88 Cannot start the WebSphere Administrative Console Configuring the WebSphere Administrative Console to use a different port 103 Chapter 9. Contacting IBM Tivoli Software Support Copyright IBM Corp. 2003, 2006 General data to collect for Tivoli Support 104 packageLog ZIP tool92 LocationWindows %TIO_HOME%\tools Where $TIO_HOME is the Tivoli Intelligent Orchestrator home directory. Syntax Returned file Level Reporting tool for the WebSphere Application Server platform105 PrerequisitesChapter 9. Contacting IBM Tivoli Software Support 93 set JAVA_HOME=C:\IBM\WebSphere\AppServer\java set WAS_HOME=C:\IBM\WebSphere\AppServer Linux and UNIXexport JAVA_HOME=/opt/WebSphere/AppServer/java export WAS_HOME=/opt/WebSphere/AppServer AIXexport JAVA_HOME=/usr/WebSphere/AppServer/java export WAS_HOME=/usr/WebSphere/AppServer LocationWindows %TIO_HOME%\tools Where $TIO_HOME is the Tivoli Intelligent Orchestrator home directory. Syntax Returned fileThe returned report file is located in the current directory. 106 94 107 Chapter 10. Tivoli Intelligent Orchestrator messages191 Chapter 11. Tivoli Common Agent Services messagesThis chapter lists the available Tivoli Common Agent Services messages. Copyright IBM Corp. 2003, 2006 Common Agent messages 214 Agent Manager messages233 Appendix A. Common Agent serviceability tool Copyright IBM Corp. 2003, 2006 Components Running the serviceability tool Contents of the CASservice.zip file234 222<basedir>\config\ <basedir>\config\ <basedir>\config\ <basedir>\config\ 236 224 237 Appendix B. Support information241 Appendix C. Notices Copyright IBM Corp. 2003, 2006 242 Trademarks230WebSphere Tivoli AIX iSeries 243 Index AB C D E F I K L 244 MO P S T 245 UW X 248
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