Select Save to permanently set the time zone

Negative duration values appear in any real-time reports.

IC and OA server clocks are not synchronized.

Follow the instructions in Time synchronizationon page 131 of Avaya Operational Analyst

Release 6.1 Installation Planning and Prerequisites to set server clock synchronization.

Aggregation selection box is empty on historical report input pages.

No containers

defined. Verify that containers are properly administered and enabled.

Allow time for new data to aggregate.

Refer to the Administration Client Help for more information about administering containers and scheduling jobs.

Symptom Possible cause Solution

Graphical reports response is slow or reports do not appear.

Temporary directories

are full. As reports are accessed, associated Java JAR files are copied to the C:\temp or C:\winnt\temp folders. These files are not removed

programmatically, and over time can consume a significant amount of memory. Delete these files on a regular basis to eliminate this problem.

You can log in to the Report server, but all reports show "Null

Review the ConfigService.properties file in

%PABASE%\Stumbras\webapp\WEB-INF\

ConfigService (AIX) for configuration information. If this file does not exist, the report server and the Admin Manager are not

communicating. See Troubleshooting Stumbrason page 184 for more information.

No Agent data in reports or some Agent data is missing

Verify that the role of Agent is selected in the agent's Security tab properties in the IC Manager.

Agent not

administered for the correct domain in IC Manager.

Verify that the domain specified in the agent’s General tab is a domain that contains an OA Event Collector for the OA real-time system where the reports are being run.

IC Agent ADU servers are not running.

Verify the status the IC agent domain ADU servers.

They should be up and running.

IC Agent ADU failover strategy is not correct.

Verify the IC system failover strategy for agent domain ADUs. The agent ADU server for the agent data in question may have failed over to an ADU server in another domain. Agent ADU servers must not be allowed to failover to ADU servers in

domains that are not monitored by OA Event Collectors.

The agent may have failed over to an agent ADU domain

Verify that the agents in question have not failed over to another agent ADU domain. If multiple Event Collectors and OA real-time systems are

Symptom Possible cause Solution

General problems

On some OA installations, there have been problems selecting a large number of agents or service classes from a report input page that can create a large SQL query, which causes both DataManager and DataServer to crash.

The DataManager and DataServer are java processes associated with the real time subsystem.

The issue manifests itself initially as an error message on the report just after hitting the Submit button on the final input page of the report. After the initial error, the OA system is unresponsive to requests to start a new report for about one minute while the DataManager and the DataServer are restarting.

An additional characteristic of this problem is that several errors will be logged in the

$PABASE/data/log/CentralError/

CentralErrorLog.log file on Solaris and AIX, or the Event Viewer on Windows, by the OA DataManager, indicating that the Data Store has been invalidated. See example below:

ERROR - high: DataManager

connection terminated. Please reconnect. --file "sqlAPI.c", lineno 1175, procedure

"sb_sqlExec ()"

Edit the momtab entry for DataServer on the server that is running the Real-time subsystem. The momtab file is located at the following location:

%PABASE%\data\admin\mom\etc\

momtab (Windows)

$PABASE/data/admin/mom/etc/momtab (Solaris and AIX)

Edit the entry to include -Xss8m. The entry should look similar to the one below:

dsvr:4:respawn:{}java -Xrs

This is caused when the DB2 server or

Apply the recommended DB2 fixpack on the machine where the DB2 server and client software is installed. See Software required for the historical database and Historical subsystem serverson page 34 in Avaya Operational Analyst Release 6.1 Installation Planning and Prerequisites.

Symptom Possible cause Solution

OA real-time reports may show agents with deferred email contacts that are never

completed.

This may be caused by ADU server behavior that removes, or clips,

"old" data based on a configurable

definition of what

"old" is considered to be. OA monitors Agent records within the ADU to gather data on agent status.

This monitoring is to clipping because it can be relatively long-lived. If the Agent ADU record included deferred emails that were clipped by the ADU server, it is possible that OA will not be

Contact information in the Agent ADU record is stored in an entity called a container. An ADU server is configured with a maximum number of containers an Agent ADU record may contain. As a workaround, the maximum number of containers that the ADU server will allow can be modified. As there is an impact in terms of ADU memory usage and event collector startup time, it is recommended that only the maximum number of email containers be changed. Additionally, it is recommended that the maximum number of email containers be no more than 50.

To modify the default value:

1. Log in to the IC Manager application.