Collecting diagnosis data

After installing Operations Manager on the central management station, the script cmscollect.sh is available in the directory

/opt/fujitsu/ServerViewSuite/svom/ServerView/Tools. The script allows you to collect various diagnosis data (e.g. information about JBoss, ServerView Services, log files). For diagnostics purposes you can send this file to your Fujitsu Technology Solutions Customer Service Desk.

To collect the data, proceed as follows:

1. Switch to the directory

/opt/fujitsu/ServerViewSuite/svom/ServerView/Tools.

2. To start the collection execute the following command:

sh cmscollect.sh

The result of the collection is stored in the file cmscollect.tar.gz in the directory /var/log/fujitsu/ServerViewSuite.

3.13 Troubleshooting

3.13.1 Removing faulty/stuck packages

Very rarely it may occur that an Operations Manager package cannot be

uninstalled. Because of the dependencies of the various packages, they must be uninstalled in the following order:

1. ServerViewOperationsManager 2. ServerViewUpdateManager 3. ServerView_S2

3.12 Collecting diagnosis data

3 Installing ServerView Operations Manager

4. ServerViewEventManager 5. ServerViewCommon 6. ServerViewJBossCommon 7. ServerViewJBoss

8. ServerViewDB 9. ServerViewPostgresql 10. ServerViewBase

11. ServerViewConnectorService (But this package could still be required by a ServerView agent that might be installed.)

You can use the following command to check whether any other packages are dependent on the one you wish to uninstall:

rpm -q --whatrequires <package>

If there are dependent packages, uninstall these first with the following command:

rpm -e <package>

Or, if you get error messages, uninstall the packages with the following command:

rpm -e --noscripts <package>

3.13.2 Purging the system

Very rarely an installation / uninstallation process might not run to completion.

To purge the system, first uninstall all dependent packages and then the packages themselves (see"Removing faulty/stuck packages" on page 71).

You must then delete the following directories:

l /etc/fujitsu/ServerViewSuite/Postgresql

l /etc/fujitsu/ServerViewSuite/ServerView

l /opt/fujitsu/ServerViewSuite/Postgresql

l /opt/fujitsu/ServerViewSuite/ServerView

l /opt/fujitsu/ServerViewSuite/ServerViewDB

l /opt/fujitsu/ServerViewSuite/opends

l /opt/fujitsu/ServerViewSuite/svcommon

l /opt/fujitsu/ServerViewSuite/svom

l /opt/fujitsu/ServerViewSuite/web

This might also delete archives and regular archive and export tasks.

l /usr/bin/UninstallServerView.sh

l /usr/bin/setServerViewEnviron*

l /usr/bin/configure-ServerView.sh

The following directories contain log files of the installation and uninstallation.

You can keep these files:

l /var/log/fujitsu/ServerViewSuite/ServerView

l /var/log/fujitsu/ServerViewSuite/ServerViewDB

l /var/log/fujitsu/ServerViewSuite/jboss

l /var/log/fujitsu/ServerViewSuite/vme

l /var/fujitsu/ServerViewSuite/ServerViewDB (Please decide whether you need the backup files in this directory)

3.13.3 PostgreSQL server does not start

l Check whether the initlog files and the server log file serverlog in the directory /opt/fujitsu/ServerViewSuite/Postgresql/pgsql contain error messages.

l Check that directory /tmp has read, write and execution rights for all.

l Ensure that no old PostgreSQL server is running, by executing the following command:

ps ax | grep -i postgres

If an old PostgreSQL process is running, try to end it. If nothing helps, kill it.

Then remove /tmp/.s.PGSQL.9212.* files.

l If no old PostgreSQL process is running, check that there are no /tmp/.s.PGSQL.9212.* files. If there are, remove them.

3.13 Troubleshooting

3 Installing ServerView Operations Manager

Installation fails

l If the installation script aborts with the message "which: no java ...", enter your Java path in the path variable.

Example

If java is in the directory /usr/java/jre1.7.0-51/bin, execute export PATH=$PATH:/usr/java/jre1.7.0-51/bin followed by the installation script.

l If the installation of ServerViewDB fails, check whether PostgreSQL is running. If not, perform the steps as described in"PostgreSQL server does not start" on page 73.

3.13.4 ServerView Operations Manager cannot connect to the database server

If ServerView Operations Manager cannot connect to the database server, you will find relevant messages in the following files:

/opt/fujitsu/ServerViewSuite/web/cgi-bin/ServerView/

common/SVDBServer.log and/or

/opt/fujitsu/ServerViewSuite/web/cgi-bin/

ServerView/common/SVDBTrace*.log

As well as in the log files of Postgresql located in:

/opt/fujitsu/ServerViewSuite/Postgresql/pgsql/data/pg_log

Check whether the /etc/hosts file includes the entry for localhost with the IP address 127.0.0.1.

3.13.5 System with active PAM configuration

l Installation fails or database backups are not performed.

l System update

Following an update of the operating system on which PAM is activated,

3.13.6 JBoss does not work correctly

Very occasionally you may find that JBoss starts up and the process is running but it is somehow not working properly. For example, the graphical user interface might not start up properly.

One possible reason is that it could not find all the TCP ports that it needs.

Normally there will be an indication in the log file /var/log/fujitsu/ServerViewSuite/jboss/jboss.log, e.g.

l a Java exception and possibly a URL including a port, e.g. Bad URL path:rh/jndi/rmi://samnaun_rh:1401/jmxconnector.

l binding failed, TCP connection already in use.

Sometimes it helps to restart JBoss, with/etc/init.d/sv_jboss restart. But in rare situations you may need to reboot the system.

If you wish to analyze the situation further, you may enter the following:

/opt/fujitsu/ServerViewSuite/jboss/bin/portcheck -v -f /opt/fujitsu/ServerViewSuite/jboss/bin/jbports

>/tmp/ports_v 2>&1

for port in $(cat /tmp/ports_v | grep read | cut -d" "

-f3); do netstat -antp | grep $port;

done

This would normally list all the processes that use ports required by SVOM. If a port is only bound but not actually opened for listening, it will not be displayed by netstat, but it still cannot be opened.

Further information on problems with JBoss can be found in the log files of JBoss located in:

/opt/fujitsu/ServerViewSuite/jboss/standalone/log

3.13 Troubleshooting