IBM 7.1.1 Provisioning Manager Troubleshooting Guide

Provisioning Manager
Version 7.1.1
Problem Determination and
Troubleshooting Guide
Provisioning Manager
Version 7.1.1
Problem Determination and
Troubleshooting Guide
Note
Before using this information and the product it supports, read the information in “Notices” on page 553.
Last updated: June 2011
This edition applies to IBM Tivoli Provisioning Manager 7.1.1 and to all subsequent releases and modifications until
otherwise indicated in new editions.
The material in this document is an excerpt from the Tivoli Provisioning Manager 7.1.1 information center and is
provided for convenience. This document should be used in conjunction with the information center.
© Copyright IBM Corporation 2003, 2011.
US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract
with IBM Corp.
Contents
Chapter 1. Introduction . . . . . . . . 1
Support information . . . . . . . . . . . . 1
Searching knowledge bases . . . . . . . . 2
Obtaining fixes . . . . . . . . . . . . 4
Contacting IBM Software Support . . . . . . 5
General data to collect for IBM Software Support 7
Problem classification . . . . . . . . . . . 11
Product maintenance . . . . . . . . . . 11
Using log files for troubleshooting . . . . . . . 12
Setting up IBM Support Assistant and the Tivoli
Provisioning Manager data collector . . . . . 12
Collecting data with IBM Support Assistant . . 13
Trace logs . . . . . . . . . . . . . . 15
Log locations . . . . . . . . . . . . . 15
Installation directories and other paths . . . . . 32
Chapter 2. Installation and upgrade
problems . . . . . . . . . . . . . . 35
Recovering from installation problems (custom
installation) . . . . . . . . . . . . . .
Recovering from installation problems (default
installation) . . . . . . . . . . . . . .
Recovering from upgrade problems . . . . . .
Recovery steps for problems during the agent
manager upgrade . . . . . . . . . . .
Slow verification and copying of NFS mounted
images during core component installation of
WebSphere Application Server . . . . . . .
DB2 transaction log error during the base
services upgrade of Tivoli Provisioning Manager .
Using the integrity checker tool. . . . . . .
Problems during middleware installation . . . .
Links in the launchpad do not work . . . . .
Errors with the middleware installer . . . . .
DB2 installation fails when configured names do
not match . . . . . . . . . . . . . .
Database error during installation . . . . . .
Error when extracting DB2 package during
installation . . . . . . . . . . . . .
Cannot connect to Tivoli Directory Server . . .
Cannot connect to the database server during
installation . . . . . . . . . . . . .
Installation of DB2 client on Windows 2003 fails
Tivoli Directory Server installation step fails
during Tivoli Tivoli Provisioning Manager
installation . . . . . . . . . . . . .
The Microsoft Active Directory configuration fails
Error configuring database during middleware
installation . . . . . . . . . . . . .
The Tivoli Provisioning Manager installation fails
with incorrect certificate value . . . . . . .
WAS_HOME error when using login window
manager . . . . . . . . . . . . . .
Base services installation does not accept LDAP
names with spaces . . . . . . . . . . .
© Copyright IBM Corp. 2003, 2011
35
40
45
48
49
49
50
50
50
50
51
52
52
52
53
54
54
54
55
55
55
Java runtime error on Linux . . . . . . . .
Encountering error CTGIN9042E . . . . . .
Uninstallation of WebSphere Application Server
Network Deployment fails after unsuccessful
binding to the LDAP directory . . . . . . .
Problems during base services installation . . . .
Links in the launchpad do not work . . . . .
Recovering from problems during the base
services installation . . . . . . . . . . .
Deployment of MAXIMO.ear fails . . . . . .
Error CTGIN2252I during base services
installation . . . . . . . . . . . . .
Errors CTGIN2381E or CTGIN2489E during
Maximo database upgrade . . . . . . . .
The base services installation fails . . . . . .
base services installer fails to validate the
installation . . . . . . . . . . . . .
Problems removing PortalLogTraceAnalyzer.war
Maximo business objects from the deployment
engine gets out of sync with the ones in the
application server . . . . . . . . . . .
CWLAA6003: After CCMDB installation the
portlet cannot be displayed . . . . . . . .
Problems during core components installation . . .
Recovering from problems during core
components installation . . . . . . . . .
Error when configuring WebSphere Application
Server to run as tioadmin. . . . . . . . .
Errors during Tivoli Monitoring agent installation
Errors creating the agent manager profile . . .
Agent Manager installation fails . . . . . .
The common agent and the agent manager
cannot be installed . . . . . . . . . . .
Installation fails after WebSphere Application
Server is uninstalled . . . . . . . . . .
Problems with the device manager service . . .
Installer exits unexpectedly on AIX . . . . .
Core components or Web components installation
hangs during Cygwin installation . . . . . .
DB2 BIND warning during Tivoli Provisioning
Manager for OS Deployment installation . . .
Tivoli Provisioning Manager installation fails
with invalid directory name . . . . . . . .
Silent installation exits before installation is
completed . . . . . . . . . . . . . .
Disk space check failure during silent installation
of Tivoli Provisioning Manager . . . . . . .
Installation fails because of unrecognized font . .
Cannot use hyphen in domain name suffix field
Installation of the dynamic content delivery
management center fails . . . . . . . . .
Installation of dynamic content delivery fails . .
The device manager service cannot communicate
with Oracle . . . . . . . . . . . . .
56
57
58
59
59
59
60
61
61
62
63
64
66
66
67
67
69
70
71
72
74
75
75
77
77
77
78
79
79
80
80
81
81
82
56
iii
Core components installation of Tivoli
Provisioning Manager fails when creating
tioadmin user. . . . . . . . . . . . .
Cannot create user tioadmin on Linux . . . .
DMS configuration fails on Solaris during
relaunch of the Tivoli Provisioning Manager
installation . . . . . . . . . . . . .
Core components installation fails during the
dependency check . . . . . . . . . . .
Tivoli Provisioning Manager core installation fails
if Oracle policy requires passwords greater than
3 characters . . . . . . . . . . . . .
Problems during Web components installation . . .
Recovering from errors during a default
installation . . . . . . . . . . . . .
Recovering from errors during Web components
installation . . . . . . . . . . . . .
Node agent not started during Web components
installation . . . . . . . . . . . . .
Log files forprocess solution installer . . . . .
Core components or Web components installation
hangs during Cygwin installation . . . . . .
Silent installation of Tivoli Provisioning Manager
fails . . . . . . . . . . . . . . . .
First discovery fails after installing Cygwin . . .
Cygwin installation fails . . . . . . . . .
Missing tools from Cygwin installation . . . .
Collecting information about installation problems
85
Error when user adds a task to a plan . . . . .
Duplicate records in provisioning group
application . . . . . . . . . . . . . .
Error when using special characters to create a user
or role . . . . . . . . . . . . . . . .
User is not logged out of session on time out . . .
New access group is not displayed in group list
Web browser has SSL security warnings . . . .
Cannot change the user password . . . . . .
Error when importing a key or certificate to a
keystore . . . . . . . . . . . . . . .
Error after updating the maximo.properties . . .
GSKit key manager does not recognize CMS key
database type . . . . . . . . . . . . .
Removing users from Tivoli Provisioning Manager
86
Chapter 6. Discovery problems . . . . 119
82
83
83
84
84
84
88
89
92
92
93
93
94
94
Chapter 3. Logging on or logging off
problems . . . . . . . . . . . . . . 99
Unable to log on to the web interface . . . .
Problems logging on to computer with Turkish
locale . . . . . . . . . . . . . .
User cannot change password . . . . . .
User is not logged off when session expires .
Logging off disables SOAP and distribution
infrastructure . . . . . . . . . . .
New user cannot see Start Center . . . .
The base services shortcut does not work . .
.
. 99
.
.
.
. 99
. 100
. 101
.
.
.
. 102
. 103
. 103
Chapter 4. Web interface problems
105
Pop-up windows do not display properly . . . .
The user interface is not displayed in a Traditional
Chinese installation . . . . . . . . . . .
Web interface slows down . . . . . . . . .
Errors when using the web interface while a local
firewall is enabled . . . . . . . . . . . .
Cannot load the web interface on a Solaris
computer . . . . . . . . . . . . . . .
Exception error prevents the user interface from
being viewed . . . . . . . . . . . . .
Web interface has slow response time . . . . .
Chapter 5. Security problems
105
106
107
107
108
109
. . . . 111
VMMSYNC cron task does not synchronize
information . . . . . . . . . . . .
The VMMSYNC cron task does not run. . .
Provisioning groups can be modified without
permission . . . . . . . . . . . .
iv
105
.
.
. 111
. 111
.
. 112
Log file for troubleshooting inventory discovery
Lack of information from Initial Discovery . . .
Incorrect value for cpu.type in data model. . . .
Microsoft Active Directory discovery only displays
short names . . . . . . . . . . . . . .
No hardware report information from Microsoft
Active Directory discovery . . . . . . . . .
Inventory scan fails if Tivoli Common Agent is not
installed . . . . . . . . . . . . . . .
Discovery of Linux on zSeries is overwriting the
record for another Linux on the same hostplatform
in the data model . . . . . . . . . . . .
Common agent cannot be installed using Microsoft
Active Directory . . . . . . . . . . . .
Cannot run Microsoft Updates discovery on UNIX
Wrong locale discovered on Linux computers . .
Deadlock problems during a discovery . . . . .
Dual computer information after agent installation
on provisioning computers . . . . . . . . .
Windows Vista computers cannot be discovered by
the network discovery using their IPv6 addresses .
Windows 2003 computers cannot be discovered
using their IPv6 addresses . . . . . . . . .
Cannot discover Windows XP 32-bit computers
with IPv6 only enabled . . . . . . . . . .
Virtual servers are not discovered by the HMC
discovery . . . . . . . . . . . . . . .
Wrong version displayed for Web logic 10.X
computer discovered from TADDM . . . . . .
Deployment engine exception when running
discovery . . . . . . . . . . . . . . .
113
113
114
114
114
115
115
116
117
118
118
119
119
119
120
120
121
121
123
123
124
124
125
125
126
127
127
128
128
Chapter 7. OS management problems
129
Deployment error messages . . . . . . .
Problems and limitations . . . . . . . .
Limitations . . . . . . . . . . . .
Windows Service Troubleshooting for
provisioning server . . . . . . . . .
PXE bootrom not detected . . . . . . .
The bootrom displays DHCP... and times out
The bootrom displays MTFTP..., and an error
message . . . . . . . . . . . . .
Deployment is locked in an endless loop . .
. 129
. 130
. 130
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
. 130
. 131
132
. 133
. 133
Windows 2000/2003/2008/XP/Vista reports
that it has discovered a new device . . . . .
Occasional MTFTP timeout (on multihomed
server). . . . . . . . . . . . . . .
Linux deployment fails because a file cannot not
be downloaded . . . . . . . . . . . .
Windows Vista/2008/7 prompts you for an
Administrator user name during deployment. .
OS deployment server stops responding . . .
Larger swap partition than expected . . . . .
Incorrect fonts on the target screen . . . . .
Rerunning an image capture task fails . . . .
Deployment fails on some Broadcom network
adapters . . . . . . . . . . . . . .
PowerPC does not reboot on hard disk at the
end of a deployment . . . . . . . . . .
SLES deployment on PowerPC switches to
interactive . . . . . . . . . . . . .
The Web interface extension is not detected . .
Firmware error during Linux deployment on
PowerPC . . . . . . . . . . . . . .
Linux deployment of unattended setup image
fails with space error . . . . . . . . . .
Error message COPCOM730E on Windows . .
Physical to physical operating system migration
of Linux might stop . . . . . . . . . .
Tivoli Provisioning Manager for OS Deployment
installation discovery on zLinux fails with
permission error . . . . . . . . . . .
Importing Tivoli Provisioning Manager for OS
Deployment Clients . . . . . . . . . .
Wake on LAN does not work on Linux systems
Images captured from double-byte character
operating systems install as English . . . . . .
Software stack installation fails
134
134
135
135
135
136
136
136
137
137
138
138
139
139
139
140
140
140
141
Chapter 8. Software distribution and
installation problems . . . . . . . . 143
File distribution between a dual stack computer
and a computer supporting only IPv4, fails . . .
File distribution times out if the device manager
service timeout is set to one hour. . . . . . .
Software package distribution overwritten by
installation . . . . . . . . . . . . . .
Software product distribution to target computers
fails when filtered by group . . . . . . . .
Software publish task fails . . . . . . . . .
Installation of a software package on some 7.1
UNIX or Linux targets does not work correctly . .
Software product distribution fails on HP-UX
target computer . . . . . . . . . . . .
Deleting and re-creating the depot causes
distributions to fail . . . . . . . . . . .
Canceled task does not cancel jobs in progress . .
Task status is not updated when distributing or
installing software products . . . . . . . .
Problems associating discovered software resources
with software definitions . . . . . . . . .
Linux on IBM System z fails to import a software
signature . . . . . . . . . . . . . . .
Out of memory when querying for software
signatures . . . . . . . . . . . . . .
.
.
.
.
.
.
. 149
133
143
143
144
145
145
146
146
147
147
147
148
149
149
Chapter 9. Compliance problems . . . 151
Compliance checks are duplicated if computer
belongs to multiple groups . . . . . . . .
Compliance checks are duplicated if computer
belongs to a group . . . . . . . . . .
Compliance inventory scan will not run . . .
Compliance check settings cannot be modified .
EMAILTYPE translation errors. . . . . . .
Compliance check does not recognize that
Windows Native firewall is running . . . . .
No recommendation after Linux System Logging
check . . . . . . . . . . . . . . .
Remediation task cannot be run . . . . . .
Incorrect recommendation generated by password
security check . . . . . . . . . . . .
IBM WebSphere Application Server configuration
generates incorrect recommendation . . . . .
Compliance log file locations . . . . . . .
. 151
.
.
.
.
151
152
152
153
. 153
. 154
. 154
. 154
. 155
. 155
Chapter 10. Patch management
problems . . . . . . . . . . . . . 157
Multiple patch installation times out and fails . .
Duplicate patch recommendations from OS Patches
and Updates. . . . . . . . . . . . . .
Error when downloading Windows 2003 Service
Pack 2 . . . . . . . . . . . . . . . .
Web interface problems . . . . . . . . . .
Installation of Service Pack 2 fails on Windows
2003 and Windows XP targets . . . . . . . .
Windows Update Agent scan incorrectly reports
missing patches . . . . . . . . . . . .
Windows Update Agent installation fails . . . .
Windows Update Agent installation fails on
Windows Vista and Windows 2008 computers . .
Cannot scan for missing patches on Windows 2008
Windows patches are not installed . . . . . .
Patch installation fails on Windows computers . .
Cannot publish approved patches to depot . . .
Parsing error when running Microsoft Updates
Discovery . . . . . . . . . . . . . .
Installing a technology level also installs the latest
service pack . . . . . . . . . . . . . .
Replacing AIX patches . . . . . . . . . .
Patch download and distribution fails on AIX . .
Cannot scan for missing patches on AIX . . . .
Cannot connect to Linux update site . . . . .
Wrong link for Linux update site . . . . . . .
Errors during patch installation on Solaris 10 . . .
The agfa-fonts-2003.03.19-32.6 patch cannot be
installed . . . . . . . . . . . . . . .
Default patch information displayed in SLES Linux
Patch installation error on SUSE Linux . . . . .
Endpoint scan times out and fails . . . . . .
Chapter 11. Virtualization problems
157
157
158
158
158
159
159
159
160
161
161
162
162
163
163
163
164
164
165
165
166
166
166
167
169
VMware value error when upgrading . . . . . 169
Error creating a VMware virtual server using ESX
server . . . . . . . . . . . . . . . . 169
Contents
v
Error Running HostPlatform Resource and Virtual
Machine Discovery . . . . . . . . . .
Create LPAR Fails . . . . . . . . . . .
Error Running VMware VI3 - Virtual Center
Discovery . . . . . . . . . . . . .
The creation of a dedicated WPAR fails. . . .
Installation on an AIX WPAR fails . . . . .
Installation of a software package on some 7.1
UNIX or Linux targets does not work correctly .
Cannot synchronize an AIX WPAR . . . . .
Tivoli Common Agent installation fails on a
shared-IP Solaris zone . . . . . . . . .
. 170
. 170
. 171
. 171
. 172
Chapter 14. Reporting problems . . . 195
. 172
. 172
196
. 173
Chapter 12. Provisioning task
problems . . . . . . . . . . . . . 175
Provisioning tasks cannot be scheduled and
submitted from web interface . . . . . . .
Cannot delete shared provisioning tasks . . .
Provisioning tasks remain in progress after
recovery . . . . . . . . . . . . . .
SSH error occurs during task . . . . . . .
Install software task fails for extracted installable
file . . . . . . . . . . . . . . . .
Task error after using the clean-up-deploymentrequests command . . . . . . . . . .
. 175
. 175
. 176
. 176
. 177
. 178
Chapter 13. Provisioning workflow
problems . . . . . . . . . . . . . 179
Troubleshooting provisioning workflows . . .
Compilation errors . . . . . . . . .
Deployment engine logs . . . . . . . .
Workflow log globalization . . . . . . .
Troubleshooting scripts . . . . . . . .
Getting workflow execution logs . . . . . .
DB2 error occurs when you deploy resources . .
DB2 creates a database state error . . . . .
DB2 Universal Database deadlocks occur during
logical operations . . . . . . . . . . .
A provisioning workflow does not install . . .
The UnzipSWDCLI provisioning workflow times
out . . . . . . . . . . . . . . . .
Viewing workflow execution status from the web
interface . . . . . . . . . . . . . .
Provisioning workflow cannot be exported . .
Cannot run provisioning workflows in Tivoli
Provisioning Manager . . . . . . . . .
Shell command error: Resource temporarily
unavailable . . . . . . . . . . . . .
Shell command error: Exit value=1, Error
stream="", Result stream="no bash in ..." . . .
COPCOM123E A shell command error occurred:
Exit code=1, Error stream="Command: `su tioadmin` failed. ", Output stream=" su: incorrect
password" . . . . . . . . . . . . .
File name limitation when using the
Device.CopyFile provisioning workflow . . .
Updating an automation package fails . . . .
A workflow hangs while calling the
Lock_DCM_Object object . . . . . . . .
vi
SDI_Agent_setHostconfig workflow not running on
dynamic group . . . . . . . . . . . . . 192
Cannot allocate memory error running a scriptlet
192
.
.
.
.
.
.
.
.
179
181
181
182
182
183
184
185
. 185
. 186
. 186
. 187
. 188
. 188
. 189
. 190
. 190
. 190
. 191
. 191
Corrupted text when importing non-English CSV
reports to Excel . . . . . . . . . . . . .
Garbled text displayed when exporting reports into
CSV . . . . . . . . . . . . . . . .
Missing information when reports are saved in
CSV format . . . . . . . . . . . . . .
Error when importing reports . . . . . . . .
Microsoft Internet Explorer 7 hangs when viewing
multiple report results . . . . . . . . . .
Cannot open report after generating request pages
195
197
197
198
198
Chapter 15. Web Replay problems
199
Common problems with Web Replay . . . .
Pop-up window in Web Replay scenarios is not
visible . . . . . . . . . . . . . . .
Web Replay scenarios do not work with different
browsers . . . . . . . . . . . . . .
Microsoft Internet Explorer errors in Web Replay
Highlight disappears when creating a scenario .
Errors when typing data in scenarios . . . .
Performance problems with Web Replay . . .
Web Replay has slow response time . . . . .
Highlight box is not placed properly for menus
Category does not exist in Web Replay . . . .
User cannot play or edit Web Replay scenarios .
. 199
. 199
. 199
200
. 200
. 201
. 201
. 201
201
. 202
. 202
Chapter 16. Software Package Editor
troubleshooting . . . . . . . . . . 205
Problem Determination Tools . . . . . . . .
Verifying the Software Package Editor installation
Problems running eclipseLauncher.bat . . . . .
Performance problems when accessing remote
drives . . . . . . . . . . . . . . . .
OutOfMemoryError error when software package
is too large . . . . . . . . . . . . . .
Software package block corrupted on Windows
Cannot save software package block if file name
contains DBCS characters . . . . . . . . .
Cannot upload software package block if file path
contains DBCS characters . . . . . . . . .
Software Package Editor does not start from web
interface . . . . . . . . . . . . . . .
Software Package Editor does not start using JRE
1.5.0_u16 . . . . . . . . . . . . . . .
Error when uploading migrated software packages
to file repositories . . . . . . . . . . . .
Information for troubleshooting software package
blocks on Tivoli Common Agent computers . . .
Installation of PackageExample software package
block stalls . . . . . . . . . . . . . .
Installing a software package block manually using
the Agent SIE . . . . . . . . . . . . .
Listing the software catalog . . . . . . . .
Uninstalling a software package block manually
using the agent SIE . . . . . . . . . . .
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
205
205
206
206
207
207
208
208
208
209
210
210
211
211
212
212
Cannot uninstall a software package block
manually using the agent SIE on Windows
computers . . . . . . . . . . . . . .
Bypassing the maximum size of software package
blocks . . . . . . . . . . . . . . . .
Cannot import a software package block using the
wizard . . . . . . . . . . . . . . .
Cannot open a software package block from
repository . . . . . . . . . . . . . .
Cannot uninstall a software product . . . . . .
Software import fails but software product is
added to data model . . . . . . . . . . .
212
213
213
214
214
214
Chapter 17. Activity Plan Editor
troubleshooting . . . . . . . . . . 217
Activity Plan does not start . . . . . . . .
Activity Plan editor displays bad magic number
error message . . . . . . . . . . . .
Activity plans are displayed only in English . .
Activity Plan Editor logs and traces . . . . .
Activity Plan Editor startup trace file . . . .
. 217
.
.
.
.
217
218
218
218
Chapter 18. Agent Manager
troubleshooting . . . . . . . . . . 219
Cannot access registry . . . . . . . . . .
Security certificate error when logging on from
Firefox . . . . . . . . . . . . . . .
Cannot connect to agent manager . . . . . .
Agent Manager connection problems on UNIX . .
Changing ports for the agent recovery service . .
Enabling or disabling agent manager tracing . . .
Cannot start certificate authority . . . . . . .
Cannot start the agent manager . . . . . . .
Cannot install agent manager . . . . . . . .
Agent Manager server does not install or start
properly when registry is in a database . . . . .
JDBC connections used by Common Agent Services
Manually encrypting a password . . . . . . .
Uninstalling the agent manager from the
WebSphere Application Server runtime . . . . .
Uninstalling the agent manager from the
lightweight runtime . . . . . . . . . . .
Cannot register requests for registration . . . .
Agent Manager cannot be contacted . . . . . .
Verifying the agent manager service . . . . . .
Determining agent manager version . . . . . .
Registration request rejected by agent manager . .
Chapter 19. Common agent problems
219
219
220
221
222
223
224
224
225
226
226
227
228
229
231
231
232
232
232
235
Authentication errors after common agent
installation . . . . . . . . . . . . . .
Common agent cannot register on HP-UX . . . .
Manually uninstalling the common agent . . . .
Installing the common agent on Security-Enhanced
Linux . . . . . . . . . . . . . . . .
IP address change at NAT server not detected by
common agent . . . . . . . . . . . . .
Common agent is unable to read GUID upon
startup on Linux . . . . . . . . . . . .
Cannot install common agent on Solaris . . . .
235
235
236
238
238
Cannot register target computers in firewall . . .
Common agent installation failure on Red Hat 5
Determining the common agent version . . . .
Collecting common agent diagnostic information
Incorrect information after Tivoli Common Agent
installation . . . . . . . . . . . . . .
Useful commands . . . . . . . . . . . .
Collecting target computer logs . . . . . . .
Error during Tivoli GUID installation . . . . .
Common agent reinstallation failure on Windows
Common agent installation fails when using
commands . . . . . . . . . . . . . .
UAC not supported for common agent installation
on Windows 7 target computers . . . . . . .
Failures during manual uninstallation of common
agent . . . . . . . . . . . . . . . .
Log files for the common agent . . . . . . .
The computer name is not updated after the
common agent is upgraded. . . . . . . . .
Common agent security error during registration
Common agent registration and uninstallation
errors on Windows . . . . . . . . . . .
SSLHandshakeException error when installing . .
TCA_PingAgent workflow hangs . . . . . . .
Verifying that the common agent is running . . .
Common agent files deleted after installation . . .
Reregistering a common agent. . . . . . . .
Cannot register common agent or resource
manager . . . . . . . . . . . . . . .
Manual uninstall does not automatically update
the data model . . . . . . . . . . . . .
Tivoli Common Agent installation fails with invalid
password . . . . . . . . . . . . . . .
Tivoli Common Agent installation fails if agent is
already installed . . . . . . . . . . . .
Common agents cannot communicate with agent
manager . . . . . . . . . . . . . . .
Tivoli Common Agent installation fails on Solaris
SPARC target computers . . . . . . . . .
Registration of device manager causes Out of
Memory error . . . . . . . . . . . .
240
241
241
242
242
243
243
244
244
245
245
245
246
247
247
248
248
249
250
250
251
251
251
252
252
253
253
254
Chapter 20. Dynamic content delivery
troubleshooting . . . . . . . . . . 255
Configuring dynamic content delivery . . . .
Changing the data source password . . . . .
Dynamic content delivery depots . . . . . .
Cannot reinstall depot servers after removal . .
Setting up default log cleanup . . . . . . .
Verifying that a file was published . . . . .
Logging and tracing . . . . . . . . . .
Silent installation of the management center fails
The service access points for software distribution
were not created automatically . . . . . .
Published task files saving on different depot
server . . . . . . . . . . . . . . .
Depot stack not removed on uninstall . . . .
Incorrect value for the used space on a depot .
.
.
.
.
.
.
.
255
255
256
256
257
257
258
261
. 262
. 262
. 263
Contents
vii
. 262
239
239
Chapter 21. Device manager service
troubleshooting . . . . . . . . . . 265
Log file locations for the device manager console
HTTP Unauthorized (401) response code . . .
Installation, migration and removal log file
locations . . . . . . . . . . . . . .
Device manager log files . . . . . . . .
Lightweight device manager log files . . . .
Lightweight management server generates
exceptions . . . . . . . . . . . . .
Manual installation of device manager hangs . .
Device manager service configuration . . . .
Troubleshooting device manager jobs . . . .
Device manager job timing . . . . . . . .
Device manager tracing . . . . . . . . .
Device manager trace log files . . . . . . .
Using the device manager console . . . . .
Verifying the device manager service installation
Jobs not reaching target computer . . . . .
265
. 265
. 265
. 266
. 266
.
.
.
.
.
.
.
.
266
267
267
268
269
269
270
271
272
. 272
Chapter 22. Remote Execution and
Access (RXA) troubleshooting . . . . 275
Enabling RXA on Windows target computers . . . 275
Enabling RXA logging . . . . . . . . . . 275
RXA cannot connect with UNIX target computers 276
Chapter 23. Administrative console
troubleshooting . . . . . . . . . . 277
Agent Manager log files on the WebSphere
Application Server runtime . . . . . . . . .
Cannot run backup tool with WebSphere
Application Server . . . . . . . . . . .
Installation or upgrade of agent manager fails with
embedded version of IBM WebSphere Application
Server . . . . . . . . . . . . . . . .
WebSphere Application Server JVM memory
settings . . . . . . . . . . . . . . .
Verifying the installation of WebSphere Application
Server . . . . . . . . . . . . . . . .
277
280
280
281
281
Chapter 24. Other problems . . . . . 283
Cannot create graph containing data model objects
Error when primary Tivoli Provisioning Manager
server is disabled . . . . . . . . . . . .
Missing information for
TPDEPLOYMENTREQUEST and WORKFLOW . .
Turning on Admin mode is slow . . . . . . .
Turning on auditing causes configdb script error
Tivoli Provisioning Manager does not install when
terminal server is enabled . . . . . . . . .
Database lock timeout error . . . . . . . .
Upload server times out on idle connections to
Oracle server . . . . . . . . . . . . .
Embedded messaging feature does not work on
Windows 2000 . . . . . . . . . . . . .
Logs exceed the file system capacity on UNIX . .
The provisioning server does not start on Windows
The provisioning server does not start on Linux
viii
283
283
283
284
284
285
285
286
286
287
287
288
Remote connection to database hangs when
database server is on a multiprocessor computer
Java exceptions from incorrect SOAP parameters
Cannot import XML . . . . . . . . . .
Slow response time on Windows 2003 Enterprise
Edition . . . . . . . . . . . . . .
The information center for non-English languages
is displayed in English . . . . . . . . .
Password policy is set to never expire during base
services installation . . . . . . . . . .
Troubleshooting router and switch login failures
Object selection is cleared after searching for
another object . . . . . . . . . . . .
Default insert site configuration does not take
effect or is not persistent for the user . . . .
Error running the versionInfo command . . .
The network discovery fails . . . . . . .
Logged errors after using the tio.cmd command
Error messages are displayed in English while
working in a non-English locale . . . . . .
Editing text files changes permissions . . . .
COPCOM618E error for Windows computers
configured with Federal Desktop Core
Configuration . . . . . . . . . . . .
Shell command error when running workflow .
. 289
289
. 290
. 290
. 291
. 291
292
. 292
. 292
. 293
. 293
293
. 294
. 294
. 295
. 296
Chapter 25. Messages . . . . . . . . 297
Message logs . . .
Message elements .
Message ID format
Messages . . . . .
BTC . . . . .
COPAPM . . . .
COPCOM . . .
COPDEX . . . .
COPDSC . . . .
COPDSE . . . .
COPGRP . . . .
COPINF . . . .
COPJDS . . . .
COPJEE . . . .
COPNET . . . .
COPOSD . . . .
COPPCH . . . .
COPQLX . . . .
COPSRV . . . .
COPSWD. . . .
COPTCA . . . .
COPTDM . . .
COPTMF . . . .
COPTSK . . . .
COPUTL . . . .
COPVIR . . . .
CTGCFG . . . .
CTGDEA . . . .
CTGDED . . . .
CTGDEE . . . .
CTGDEG . . . .
CTGDEI . . . .
CTGDEJ . . . .
CTGDEM. . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
297
297
298
299
299
353
355
387
395
396
409
410
414
414
435
437
439
441
442
445
448
450
458
463
468
472
472
473
479
485
488
489
499
503
CTGDEQ .
CTGDES .
CTGEM .
CTGRI .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
506
511
515
550
Notices . . . . . . . . . . . . . . 553
Contents
ix
x
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 1. Introduction
Identify and resolve problems that might occur when you are using the product.
Problem determination, or troubleshooting, is a process of determining why a product is not functioning
in the expected manner. This guide provides information to help you identify and resolve problems that
you encounter when using Tivoli® Provisioning Manager.
There are a number of options available for problem determination, and they are described in this
section. The options include:
v Obtaining support to help identify your problem.
v Consulting the overall product overview.
v Using the log files for troubleshooting.
Support information
If you encounter a problem with the product, first look for help at the Tivoli Provisioning Manager
Support Web site. This site contains a searchable database of Technotes and frequently asked questions
relating to current issues.
This site also contains presentations, fixes, fix packs, and white papers. Access the Web site, at the
following address:
http://www-306.ibm.com/software/sysmgmt/products/support/
In addition, IBM® provides the following ways for you to obtain the support you need:
v Searching knowledge bases: You can search across a large collection of known problems and
workarounds, Technotes, and other information.
v Obtaining fixes: You can locate the latest fixes that are already available for your product.
v Contacting IBM Software Support: If you still cannot solve your problem, and you need to work with
someone from IBM, you can use a variety of ways to contact IBM Software Support.
Troubleshooting
Troubleshooting is the process of finding and eliminating the cause of a problem. Whenever you have a
problem with your IBM software, the troubleshooting process begins as soon as you ask yourself what
happened? A basic troubleshooting strategy at a high level involves:
v Recording the symptoms.
v Recreating the problem.
v Eliminating possible causes.
If you cannot identify the cause of a problem, you might want to seek the assistance of the IBM Tivoli
Support team, who will be able to pinpoint the cause of the problem and suggest ways to recover from
specific situations. For more information about how to contact the IBM Tivoli Software Support, refer to
“Contacting IBM Software Support” on page 5.
Recording the symptoms of the problem
Depending on the type of problem you have, whether it be with your application, your computer, or
your tools, you might receive a message that indicates something is wrong. Always record the error
message that you see. As simple as this sounds, error messages often contain codes that make more sense
© Copyright IBM Corp. 2003, 2011
1
as you investigate your problem further. You might also receive multiple error messages that look similar,
but have subtle differences. By recording the details of each one you can learn more about where your
problem exists. Sources of error messages:
v
v
v
v
Web interface
Command-line interface
Log files
Error dialog boxes
Recreating the problem
Think back to what steps you were doing that led you to this problem. Try those steps again to see if you
can easily re-create this problem. If you have a consistently repeatable test case, you can have an easier
time determining what solutions are necessary.
v How did you first notice the problem?
v Did you do anything different that made you notice the problem?
v Is the process that is causing the problem a new procedure, or has it worked successfully before?
v If this process worked before, what has changed? The change can refer to any type of change made to
the computer, ranging from adding new hardware or software, to configuration changes you might
have made to existing software.
v What was the first symptom of this problem that you witnessed? Were there other symptoms occurring
around that time?
v Does the same problem occur elsewhere? Is only one computer experiencing the problem or are
multiple computers experiencing the same problem?
v What messages are generated that can indicate what the problem is?
Eliminating possible causes
Narrow the scope of your problem by eliminating components that are not causing the problem. By using
a process of elimination, you can simplify your problem and avoid wasting time in other areas. Consult
the information that comes with the product and other available resources to help you with your
elimination process.
v Has anyone else experienced this problem? See “Searching knowledge bases”
v Is there a fix you can apply? See “Obtaining fixes” on page 4.
At all times during the problem determination process, keep the following points in mind:
v The IBM WebSphere® Application Server is central to Tivoli Provisioning Manager and its components.
All components, IBM Tivoli Directory Server, SOAP, deployment engine, policy engine, command line
tools, interact with the WebSphere Application Server. If you do not know where to start with a
problem that you have encountered, start with WebSphere Application Server. Check the SystemOut.log
file for errors. The log file is located in the following directory:
Windows
2000
: %WAS_HOME%\logs\<server-name>
: $WAS_HOME/logs/<server-name>
v Isolate the root error using the proposed troubleshooting methods to find a resolution.
v Take screen shots of specific steps and errors received along the way.
UNIX
v Use the knowledge bases.
Searching knowledge bases
You can often find solutions to problems by searching IBM knowledge bases. Learn how to optimize your
results by using available resources, support tools, and search methods and how to receive automatic
updates.
2
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Available technical resources
In addition to this information center, the following technical resources are available to help you answer
questions and resolve problems:
v Tivoli Provisioning Manager for OS Deployment Support Web site
v Tivoli Redbooks® Domain
v Tivoli support communities (forums and newsgroups)
Searching with support tools
The following tools are available to help you search IBM knowledge bases:
v IBM Support Assistant (ISA) is a free software serviceability workbench that helps you resolve
questions and problems with IBM software products. Instructions for downloading and installing the
ISA can be found on the ISA Web site: www.ibm.com/software/support/isa/
v IBM Software Support Toolbar is a browser plug-in that provides you with a mechanism to easily
search IBM support sites. You can download the toolbar at: www.ibm.com/software/support/toolbar/.
Search tips
The following resources describe how to optimize your search results:
v Searching the IBM Support Web site
v Using the Google search engine
v Search the information center for more information about error messages that you encounter while
using the product.
Receiving automatic updates
You can receive automatic updates in the following ways:
v My support. To receive weekly e-mail notifications regarding fixes and other support news, follow
these steps:
1. Go to the IBM Software Support Web site at www.ibm.com/software/support/.
2. Click My support in the upper-right corner of the page under Personalized support.
3. If you have already registered for My support, sign in and skip to the next step. If you have not
registered, click Register now. Complete the registration form using your e-mail address as your
IBM ID and click Submit.
4. Click Edit profile.
5. Click Add products and choose a product category; for example, Software. A second list is
displayed.
6. In the second list, select a product segment; for example, Data & Information Management. A
third list is displayed.
7. In the third list, select a product subsegment, for example, Databases. A list of applicable products
is displayed.
8. Select the products for which you want to receive updates.
9. Click Add products.
10. After selecting all products that are of interest to you, click Subscribe to email on the Edit profile
tab.
11. Select Please send these documents by weekly email.
12. Update your e-mail address as needed.
13. In the Documents list, select the product category; for example, Software.
14. Select the types of documents for which you want to receive information.
Chapter 1. Introduction
3
15. Click Update.
v RSS feeds. For information about RSS, including steps for getting started and a list of RSS-enabled
IBM Web pages, visit www.ibm.com/software/support/rss/
Obtaining fixes
A product fix might be available to resolve your problem. To determine what fixes and other updates are
available, search for downloads on the IBM Software Support Web site.
Support for Tivoli Provisioning Manager
When you find a fix that you are interested in, click the name of the fix to read its description and to
optionally download the fix.
Receiving weekly support updates
To receive weekly e-mail notifications about fixes and other IBM Software Support news, follow these
steps:
Procedure
1.
2.
Go to the IBM Software Support Web site at http://www.ibm.com/software/support.
Click My support in the upper right corner of the page.
3. If you are already registered for the My Support feature, sign in and skip to the next step. If you are
not registered, click Register now. Complete the registration form using your e-mail address as your
IBM ID and click Submit.
4. Click the Edit profile tab.
5. In the Products list, select Software. A second list is displayed.
6. Select a product subsegment, for example, Systems and Asset Management. A third list is displayed.
7. Select a product subsegment, for example, Change & Configuration. A list of applicable products is
displayed.
8. Select the products for which you want to receive updates, for example, Tivoli Provisioning Manager.
9. Click Add products.
10. After selecting all products that are of interest to you, click Subscribe to e-mail.
11. Update your e-mail address as needed.
12. In the list, select Software.
13. Select the types of documents for which you want to receive information.
14. Click Update.
Results
If you experience problems with the My support feature, request help in one of the following ways:
Online
Send an e-mail message to [email protected], describing your problem.
By phone
Call 1-800-IBM-4You (1-800-426-4968).
For information about types of fixes, see the IBM Software Support Handbook at http://
techsupport.services.ibm.com/guides/contacts.html.
4
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Contacting IBM Software Support
IBM Software Support provides assistance with product defects.
Before you submit your problem to IBM Software Support, ensure that your company has an active IBM
software maintenance contract, and that you are authorized to submit problems to IBM. The type of
software maintenance contract that you need depends on the type of product that you have:
v For IBM distributed software products (including, but not limited to Tivoli, Lotus®, and Rational®
products, and IBM DB2® Universal Database and WebSphere products that run on Windows, Linux, or
UNIX operating systems), enroll in Passport Advantage® in one of the following ways:
– Online: Go to the Passport Advantage Web site at http://www.lotus.com/services/passport.nsf/
WebDocs/Passport_Advantage_Home, and click How to Enroll.
– By telephone: For the telephone number to call in your country, go to the Contacts page of the IBM
Software Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html, and click
the name of your geographic region.
v For customers with Subscription and Support (S & S) contracts, go to the Software Service Request Web
site at https://techsupport.services.ibm.com/ssr/login.
v For customers with IBMLink, CATIA, Linux, Linux on IBM System i®, Linux on IBM System p®, Linux
on IBM System z®, and other support agreements, go to the IBM Support Line Web site at
http://www.ibm.com/services/us/index.wss/so/its/a1000030/dt006.
v For IBM eServer™ software products (including, but not limited to, DB2 and WebSphere products that
run inLinux on IBM System i, Linux on IBM System p, Linux on IBM System z, environments), you
can purchase a software maintenance agreement by working directly with an IBM sales representative
or an IBM Business Partner. For more information about support for eServer software products, go to
the IBM Technical Support Advantage Web site at http://www.ibm.com/servers/eserver/
techsupport.html.
If you are not sure what type of software maintenance contract you need, call 1-800-IBMSERV
(1-800-426-7378) in the United States. From other countries, go to the Contacts page of the IBM Software
Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html and click the name of
your geographic region for telephone numbers of people who provide support for your location.
To contact IBM Software Support, follow these steps:
v Determine the business impact of your problem.
v Describe your problem and gather background information.
v Submit your problem to IBM Software Support.
Determine the business impact of your problem
When you report a problem to IBM, you are asked to supply a severity level. Therefore, you need to
understand and assess the business impact of the problem that you are reporting. Use the following
criteria:
Severity 1
The problem has a critical business impact: You are unable to use the program, resulting in a
critical impact on operations. This condition requires an immediate solution.
Severity 2
This problem has a significant business impact: The program is usable, but it is severely limited.
Severity 3
The problem has some business impact: The program is usable, but less significant features (not
critical to operations) are unavailable.
Chapter 1. Introduction
5
Severity 4
The problem has minimal business impact: The problem causes little impact on operations or a
reasonable circumvention to the problem was implemented.
Describe your problem and gather background information
When describing a problem to IBM, be as specific as possible. Include all relevant background
information so that IBM Software Support specialists can help you solve the problem efficiently. To save
time, know the answers to these questions:
What software versions were you running when the problem occurred?
Do you have logs, traces, and messages that are related to the problem symptoms?
Can you re-create the problem? If so, what steps do you perform to re-create the problem?
Did you make any changes to the system? For example, did you make changes to the hardware,
operating system, networking software, or other system components?
v Are you currently using a workaround for the problem? If so, be prepared to describe the workaround
when you report the problem.
v
v
v
v
Submit your problem
You can submit your problem to IBM Software Support in one of two ways:
v Online: Go to the Submit and track problems tab on the IBM Software Support site at
http://www.ibm.com/software/support/probsub.html. Type your information into the appropriate
problem submission tool.
v By telephone: For the telephone number to call in your country, go to the "Contacts" page of the IBM
Software Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html and click
the name of your geographic region.
If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM
Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the
problem in detail. Whenever possible, IBM Software Support provides a workaround that you can
implement until the APAR is resolved and a fix is delivered. IBM publishes resolved APARs on the
Software Support Web site daily, so that other users who experience the same problem can benefit from
the same resolution.
IBM Support Assistant
The IBM Support Assistant (ISA) is a free local software serviceability workbench that helps you resolve
questions and problems with IBM software products. ISA provides quick access to support-related
information along with serviceability tools for problem determination.
How can IBM Support Assistant help?
IBM Support Assistant will help you get the information you need quickly. ISA provides this quick access
using its concurrent Search tool that spans across the bulk of IBM documentation and returns the results
categorized by source for easy review.
ISA also provides a product information feature that has key product information links that are essential
to self-help. These include:
v Product support pages
v Product home pages
v Product troubleshooting guides
v Product education roadmaps and the IBM Education Assistant
v Product recommended updates
v Product newsgroups and forums
6
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
ISA has a new Tool workbench that provides you with the problem determination tools that IBM Support
uses to resolve issues.
Included in ISA, is a Service feature with an automated system and symptom based collector. The system
collector gathers general information from your operating system, registry, and other important locations.
The system based collection provides the unique ability to collect specific information relating to a
particular problem that you are having.
You can also use ISA to enter your entitlement information once and have it saved for future sessions.
This enables you to create a problem report for IBM and attach the collector file at the same time.
Downloading IBM Support Assistant
You can download ISA at http://www.ibm.com/software/support/isa/, it can be downloaded for any
platform where you will install IBM Support Assistant. You will need to login using your IBM Web
identity; if you do not already have one, you can complete the free registration process to obtain one.
Download the compressed archive file and uncompress it. The archive contains an installer program and
the Installation and Troubleshooting guide which should be used to install ISA.
Using ISA plug-ins to collect data
You can download and install the plug-in for the Tivoli Provisioning Manager data collector and the Log
Analyzer using the ISA built-in Updater component. TheLog Analyzer plug-in is included in the list of
plug-ins for Common Component Tools.
The Tivoli Provisioning Manager data collector enables you to collect problem determination information
specific to Tivoli Provisioning Manager.
With the Log Analyzer, you can gather system and performance data from local and remote systems. The
data can be used for problem determination should a less than optimal system event occur.
You can use the Log Analyzer to create resource sets. Resource sets are sets of definitions that contain the
path locations of the logs that you need to examine and the levels of information that they contain. You
can keep customized definitions to reuse. The definitions provide the same set of instructions about
where to find a log, and what kind of information to gather from the log, saving time during subsequent
log imports.
The Log Analyzer also makes it possible for you to download and store symptom database catalogs to
your local system. These catalogs provide detailed diagnostic solutions to a variety of scenarios, which
can give direction to your troubleshooting tasks.
Training material for IBM Support Assistant
v IBM Support Assistant comes with a built-in user guide.
v The installation image that you download includes an HTML Installation and Troubleshooting Guide.
v IBM Education Assistant available at http://www.ibm.com/software/info/education/assistant/
provides training modules that have been created to show how to install and use IBM Support
Assistant.
General data to collect for IBM Software Support
Before you call IBM Software Support for assistance, gather the required data so that they can efficiently
diagnose and resolve your issue.
Chapter 1. Introduction
7
For the most current version information, see the document called Collect troubleshooting data for Tivoli
Provisioning Manager: http://www-01.ibm.com/support/docview.wss?rs=1015&context=SS2GNX
&uid=swg27011981.
Use the configuration examiner as described in “Built-in troubleshooting features” to collect the following
information and make it available to IBM Software Support so that they can solve the problem as quickly
as possible:
v A brief description of the class of problem, such as installation, configuration, audit, system failure, or
performance.
v Language or locale information.
v Server information for these servers: Tivoli Provisioning Manager, LDAP, DB2, IBM Tivoli Directory
Server, WebSphere Application Server. The information must include the systems on which they are
located, network connectivity to these systems, and the version number (including fix packs) of the
servers.
v Time frame in which the problem occurred (in relation to the log entries).
v Proper contact information - your IBM Passport Advantage or Tivoli Customer ID, appropriate
telephone number or e-mail address, your preference of return correspondence: by phone or e-mail,
alternate phone number (if possible), and if not responding to you, the name and contact information
for the person Tivoli Customer Support needs to contact.
Built-in troubleshooting features
The Tivoli Configuration Examiner tool collects the configuration files and log information that you
require to troubleshoot problems in your provisioning environment.
Tivoli Provisioning Manager records system activity and events in message logs and trace logs. You can
use the configuration examiner to view system environment variables, Java properties, product versions,
Tivoli Provisioning Manager configuration files, agent manager and IBM Tivoli Device Manager Service
status, runtime logs (Tivoli Provisioning Manager, WebSphere Application Server, IBM Tivoli Provisioning
Manager for Dynamic Content Delivery) , and installation logs (Tivoli Provisioning Manager core
components, Tivoli Provisioning Manager web components, middleware installer, base services installer).
You can also use the configuration examiner to package installation or runtime logs together with system
properties and Tivoli Provisioning Manager product information.
Tool location
v If theTivoli Provisioning Manager installation failed, you can find the configuration examiner in the
TPMConfigUtil folder, where TPM_V711_Install_Win.zip or TPM_V711_Install_Unix.zip was extracted.
v If you successfully installed Tivoli Provisioning Manager, you can find the configuration examiner in
$TIO_HOME/tools/TPMConfigUtil.
Running the configuration examiner
v For real-time configuration files and logs, run:
–
Windows
2000
ExamineTPM.cmd
UNIX
2000
Linux
–
./ExamineTPM.sh
v For archived configuration files and logs, run:
–
Windows
2000
–
UNIX
ArchiveViewer.cmd archive-file extract-location
2000
Linux
./ArchiveViewer.sh archive-file extract-location
Where:
– archive-file is the path of the archived file
– extract-location is the folder where the archived files are to be extracted to. If this option is not
specified, the files are loaded in the memory. If this option is specified, the files are saved for future
use.
8
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v To package installation or runtime logs together with system properties and Tivoli Provisioning
Manager product information, go to File > Archive All or File > Archive Install or File > Archive
Runtime.
To archive logs for a given time period, set the log start and finish date under Logs > Archive - Log
start time and Logs > Archive - Log finish time.
v To switch the log level between info and debug, go to Logs > Set Log Level > info or Logs > Set Log
Level > debug.
PackageLog ZIP tool
The packageLog tool can also be used to collect log information. The Tivoli Configuration Examiner is the
recommended tool to use though because it gathers more information.
The packageLog tool is a command line utility that packages Tivoli Provisioning Manager logs into a
single compressed file that you can send to the IBM Tivoli Software Support team. The compressed file
includes the log information that Tivoli Support representatives need to access so they can help diagnose
a problem.
Location:
Windows
2000
%TIO_HOME%\tools
Where %TIO_HOME% is the Tivoli Provisioning Manager home directory.
UNIX
$TIO_HOME/tools
Where$TIO_HOME in the Tivoli Provisioning Manager home directory.
Syntax:
Windows
2000
packageLogs.cmd
The packageLogs tools automatically determines the default location of the logs.
UNIX
packageLogs.sh
The packageLogs tool automatically determines the default location of the logs.
Returned file: The tool produces a compressed file LogPackagetimestamp.zip, located in the current
directory, where timestamp is a time stamp assigned by the system when the packageLog tool completes
the compressed file.
Enabling traces for software package block installation errors
Enable software installation engine traces so that you can collect the data to send to IBM Tivoli Software
Support team. This will help the team to troubleshoot installation or uninstallation problems with
software package blocks.
Follow these steps to enable traces and collect the information:
1. Log in to the computer and edit the following file:
Windows
2000
C:\Windows\swdis.ini
Chapter 1. Introduction
9
UNIX
/etc/Tivoli/swdis.ini
2. In the MOBILE section of the file, find the property trace_level. Set the property to trace_level=5.
3. Note the value of the property prodcut_dir. The default value is the following directory:
Windows
2000
C:\swdis
UNIX
/.swdis
4. Run the software package block installation again to reproduce the problem.
5. Find the value of the property prodcut_dir. Collect the content of the directory that product_dir now
specifies.
The data you collect can be sent to the IBM Tivoli Software Support team for troubleshooting assistance.
Windows
2000
%TIO_HOME%\eclipse\tpmconfig
Where %TIO_HOME% is the Tivoli Provisioning Manager home directory.
UNIX
$TIO_HOME/eclipse/tpmconfig
Where $TIO_HOME in the Tivoli Provisioning Manager home directory.
Level Reporting tool for the WebSphere Application Server platform
The Level Reporting tool is a command line utility that scans your system for WebSphere Application
Server platform products, and then builds a report file that details the products that it found as well as
their respective maintenance levels. The tool is not intended to displace the current native level utilities
such as versionInfo and db2level that are provided by the individual products. Rather, the tool is
designed to produce a report file that includes the software level information that IBM Tivoli Software
Support representatives need to access so they can help diagnose a problem.
Prerequisites: This utility assumes that you have set the JAVA_HOME and WAS_HOME environment
variable appropriately. For example:
Windows
2000
set JAVA_HOME=C:\IBM\WebSphere\AppServer\java
set WAS_HOME=C:\IBM\WebSphere\AppServer
UNIX
2000
Linux
export JAVA_HOME=/opt/WebSphere/AppServer/java
export WAS_HOME=/opt/WebSphere/AppServer
AIX
export JAVA_HOME=/usr/WebSphere/AppServer/java
export WAS_HOME=/usr/WebSphere/AppServer
Location:
Windows
2000
%TIO_HOME%\tools
Where %TIO_HOME% is the Tivoli Provisioning Manager home directory.
10
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
UNIX
$TIO_HOME/tools
Where $TIO_HOME is the Tivoli Provisioning Manager home directory.
Syntax:
Windows
2000
versionInfo.bat ([ -format text | html | xml ] [ -file output_file ] -debug) | ([-help |
-? | /help | /? | -usage])
UNIX
versionInfo.sh ([ -format text | html | xml ] [ -file output_file ] -debug) | ([-help |
-? | /help | /? | -usage])
Where:
v -format outputs the report in normal text or HTML or XML
v -file output_file writes the report to the file rather than to standard out (console)
v -debug generates the versionInfo_n.trace trace file that includes debug information
v -help displays a terse description of each parameter
v -usage display the usage string
Returned file: The returned report file is located in the current directory.
Problem classification
This guide provides information about Tivoli Provisioning Manager tools, resources, and techniques that
can help you identify and resolve the following types of problems:
v
v
v
v
v
Installation problems
Login problems
Provisioning workflow problems
Other common problems
Problems with the distribution infrastructure
Product maintenance
Problems can often be avoided with planning and preparation before you deploy Tivoli Provisioning
Manager. Before you install the software, review the Tivoli Provisioning Manager Release Notes, the Tivoli
Provisioning Manager Installation Guide, and the Tivoli Provisioning Manager Coexistence and Migration Guide.
These documents contain the following important information:
v Supported operating system levels
v
v
v
v
v
v
Prerequisite software requirements
Required software fix packs
Minimum and recommended memory requirements
Disk space requirements
Upgrade considerations
Known problems, limitations, and recovery procedures
Backing up the system
After you have installed the product, ensure that you have a comprehensive backup and system recovery
strategy in place. Because Tivoli Provisioning Manager does not include tools for backing up or restoring
Chapter 1. Introduction
11
your system, you must back up your system in accordance with the documentation that is provided with
your operating system or with any specialized backup and restore software that you use.
You might want to consider the following general recommendations for backing up your Tivoli
Provisioning Manager system:
v Back up your existing DB2 or Oracle database. For more information, see theDB2 documentation and
the Oracle documentation for your database version.
v Back up your directory server database. For more information, see the documentation provided for
your directory server.
v Back up your automation packages (.tcdriver files) using any of the standard backup and restore
tools that you are using. For more information, see the Provisioning Workflows Guide.
Performing periodic checks and maintenance
In addition to the preceding backup guidelines, here are several best practices that can help you do even
more to prevent problems:
v On Windows, periodically back up the user registry following the instructions provided by the user
registry vendor.
v Periodically check that all systems that are running Tivoli Provisioning Manager have sufficient disk
space for runtime and problem determination data. As your security policy grows, and the number of
users, groups, and protected objects increase, the space requirements for the policy databases, message
logs, trace logs, and any auditing information can increase as well. For more information, see the topic
on using log files for troubleshooting.
v Regularly check for the availability of fix packs and install them as they become available. Information
about fix packs and other information can be found on the Tivoli Provisioning Manager support Web
site, at: http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/
com.ibm.tivoli.az.doc/
Using log files for troubleshooting
Tivoli Provisioning Manager records system activity and events in message logs, and trace logs.
You can view the contents of log files in a text editor. Some log files are also supported by IBM Support
Assistant (ISA), a free local software serviceability workbench that helps you resolve questions and
problems with IBM software products.
Setting up IBM Support Assistant and the Tivoli Provisioning Manager
data collector
IBM Support Assistant (ISA) helps you to find support resources for problem determination. It also
includes tools to help you collect logs and other data about your system and installed IBM products.
ISA includes an automated system and symptom based collector. The system collector gathers general
information from your operating system, registry, and so on. The symptom based collection provides the
unique ability to collect specific information relating to a particular problem that you are having.
After you have installed ISA, you can install the data collector for Tivoli Provisioning Manager.
Procedure
1. Installing ISA on the Tivoli Provisioning Manager computer is recommended to make it easier for the
tool to collect system and product logs. Download and install the latest version from
http://www.ibm.com/software/support/isa/. You will need to log in using your IBM Web identity;
if you do not already have one, you can complete the free registration process to obtain one.
Uncompress the downloaded archive file and follow the instructions included in the archive to install
ISA. You only require the ISA workbench, not the ISA agent.
12
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
2. Start ISA Workbench
v
Click the IBM Support Assistant on the Windows desktop or from the Start menu under
Start > All Programs > IBM Support Assistant.
v
2000
Linux
Click IBM Support Assistant "Other" group of the Application Browser or run the
following command:
Windows
2000
installation_directory/rcp/rcplauncher
v
AIX
Run the following command:
installation_directory/rcp/rcplauncher
3. Click File > Preferences.
4. Click Update > Find new... > Product Add-ons. Perform the following steps:
a. Click Tivoli Products > IBM Tivoli Provisioning Manager 7.1.
b. Click Next.
c. Accept the license agreement and click Next.
d. Review the summary and click Finish.
5. Click OK to restart ISA Workbench.
What to do next
IBM Support Assistant is now configured to collect data for Tivoli Provisioning Manager. If you need
assistance with problem determination, you can use the data collector to gather log files into a single
archive that you can submit to IBM Software Support.
Collecting data with IBM Support Assistant
If you need assistance with problem determination, you can use the Tivoli Provisioning Manager data
collector to gather log files into a single archive that you can submit to from IBM Software Support.
The data collector gathers logs in the TIO_LOGS directory.
Procedure
1. If you want to collect logs for a managed computer, you can run a provisioning workflow to collect
the logs and store them on the provisioning server. You can then package these logs with other logs
on the provisioning server using ISA. You can only collect logs from a computer where the IBM
Tivoli Common Agent is installed.
a. Log on to Tivoli Provisioning Manager.
b. From the Start Center, find the data model ID of the computer.
c. Click Go To > Administration > Provisioning > Provisioning Workflows.
d. Search for the provisioning workflow called TCA_Collect_Logs and run it.
e. When the provisioning workflow is complete, the log is stored in the provisioning server in the
TIO_LOGS/tivolicommonagent directory. The log can now be included with other logs collected
by ISA.
2. If you want to collect logs for base services, use a compression tool to add the following log files to
an archive.
a. On the computer where the base services is installed:
v c:\ibm\smp\logs, where c:\ibm is the default installation location.
v c:\ibm\smp\solutions\logs
v c:\ibm\smp\maximo\tools\logs
v c:\program files\ibm\common\acsi\logs
v If your problem occurred during installation validation, logs can also be located under
C:\Documents and Settings\Administrator\Configurable Fields.
Chapter 1. Introduction
13
b. On the computer where WebSphere Application Server is installed.
v Logs under the application server directory. For example C:\IBM \WebSphere\AppServer\
profiles\ctgAppSrv01\logs
v Deployment manager logs in the deployment manager directory. For example
C:\WebSphere\DeploymentManager\logs\
3. Start ISA Workbench
v
Click the IBM Support Assistant on the Windows desktop or from the Start menu under
Start > All Programs > IBM Support Assistant.
v
2000
Linux
Click IBM Support Assistant "Other" group of the Application Browser or run the
following command:
Windows
2000
installation_directory/rcp/rcplauncher
v
AIX
Run the following command:
installation_directory/rcp/rcplauncher
4. Click Analyze Problem in the ISA welcome page.
5. On the Collect Data tab, click the Select Collectors tab.
6. Expand IBM Tivoli Provisioning Manager 7.1 and then select General Problem. For collecting
LDAP, database and install logs, you can also use the following targets
v LDAP problem
v Database Problem
v Install Problem
7. Click Add.
8. Click Collect All to start the data collector.
9. When prompted, enter the location of TIO_LOGS and click OK. The default location is:
v
Windows
2000
C:\Program Files\IBM\tivoli\common\COP\logs
UNIX
2000
Linux
/usr/ibm/tivoli/common/COP/logs
v
10. When prompted, enter the WebSphere Application Server profile directory.
11.
12.
13.
14.
Note: You will not be prompted for the WebSphere Application Server profile directory if you have
WebSphere Application Server installed in the default location.
Click Proceed to Data Collection, and click OK in the next window to confirm your selection.
When prompted, enter information for the base services and click OK.
a. Specify the user name and password that you use to log on to the Tivoli Provisioning Manager
interface.
a. Specify the host name of the computer where base services is installed.
a. Specify the HTTP port of the base services computer. The default is 80.
In the window that confirms the location of the resulting log package, click OK
When prompted for feedback, click Yes and type your feedback, or click No to skip this step.
15. Check the status of the data collection on the Analyze Problem > Collect Data > Current Status tab.
16. View the resulting log package by clicking the link next to Collected Result in the Current Status
tab.
What to do next
The logs are now saved you can click the name of the log to open the package or you can submit it to
IBM Software Support.
14
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Trace logs
Tivoli Provisioning Manager provides configurable tracing capabilities that can help you determine the
cause of a problem. Trace logs and first-failure data capture (FFDC) are built into the software to assist
the IBM Customer Support for Tivoli software personnel in gathering information to determine why a
problem is occurring, and might be requested as part of diagnosing a reported problem.
v Trace logs capture operating environment details, including the starting and stopping of processes, data
transfer between software components, activity that occurs while the software is running, and errors
that occur when the code fails to operate as intended.
v First-failure data capture captures and stores the tracing information preceding an error message.
Trace logs are used to determine the causes of Tivoli Provisioning Manager problems and to debug
errors. Error messages can include information about the cause of the error and possible resolutions for
the error. Trace logs are intended to be used by Tivoli Customer Support service engineers or developers.
If you encounter an issue, Support representatives might ask you to obtain information from trace logs so
that they can review the details.
Trace logs have the file name trace.log, and are stored in the subfolder for each software component.
Trace logs are in English only, multicultural support is not provided for trace entries. By default, tracing
is enabled at the minimal level that is required for FFDC, and can be changed as required.
Log locations
To provide a consistent mechanism for locating serviceability information, Tivoli products and
applications have implemented the Tivoli Common Directory. The Tivoli Common Directory represents a
central location on systems running Tivoli software for storing serviceability-related files.
The location of the message logs and trace logs for Tivoli Provisioning Manager follow the Tivoli
Common Directory standard. The log locations are shown in the table.
Directory name
Description
Path
J2EE
WebSphere JVM
v %WAS_HOME%\profiles\ctgAppSrv01\
logs\MXServer
v %TIO_LOGS%\j2ee
deploymentengine
Deployment Engine JVM and
workflows
%TIO_LOGS%\console.log
install
Installation
Installation logs are documented
within “Tivoli Provisioning Manager
installation logs” on page 16.
uninstall
Uninstall process
%TIO_LOGS%\uninstall
activityplan
Activity plan
%TIO_LOGS%\console.log
jvm
Java core and heap dump
%TIO_LOGS%\jvm
Chapter 1. Introduction
15
Directory name
Description
Path
where%TIO_LOGS% takes these default values:
v
Windows
2000
v
UNIX
C:\Program Files\IBM\tivoli\common\COP\logs
/usr/ibm/tivoli/common/COP/logs
and where %WAS_HOME% takes these default values:
v
Windows
2000
v
UNIX
C:\Program Files\IBM\WebSphere\AppServer
/opt/IBM/WebSphere/AppServer
The log files that are generated by all the utility scripts, such as %TIO_LOGS%\tools\cancel-all-in-progress.cmd,
%TIO_LOGS%\tools\changepassword.cmd, are located in the %TIO_LOGS% directory on Windows systems ($TIO_LOGS
on UNIX or Linux).
Log directory files
Each Tivoli Provisioning Manager JVM directory includes the following log files:
console.log
Stores all event logs including messages, traces, and debugging information.
msg.log
Stores the globalized event messages so the user can understand a problem and take action to try
and resolve the problem.
trace.log
Stores errors that are reviewed by IBM Tivoli Support.
Installation logs
Tivoli Provisioning Manager installation logs:
Because multiple components are installed during installation, there are several log files that you might
need to check to resolve an installation error. If you need to troubleshoot the installation of a specific
component, check the log file associated with the component. Ensure that you check any referenced log
files for additional information. For example, the log file for component that failed during installation
might point to a log for more information. The WebSphere Application Server might reveal an incorrect
WebSphere Application Server setting that caused the component installation to fail.
The listed log files are located on the Tivoli Provisioning Manager computer. If you installed Tivoli
Directory Server on a separate computer, the log files for Tivoli Directory Server are located on that
computer.
16
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 1. Log files for product components
Component
Log files
Middleware
Windows
2000
v %MWI_workspace%\mwi.log
v %MWI_workspace%\mwi.err
UNIX
v $MWI_workspace/mwi.log
v $MWI_workspace/mwi.err
2000
Linux
v $MWI_workspace/mwi.log
v $MWI_workspace/mwi.err
Deployment engine log files
UNIX
v $MWI_workspace/hostname/deploymentPlan/logs/
[INSTALL_timestamp]
DB2
v $MWI_workspace/hostname/deploymentplan/
MachinePlan_hostname/00004_DB2_9.1/install/01_BASE/
[INSTALL_timestamp]/logs/
v $MWI_workspace/hostname/deploymentPlan/
MachinePlan_hostname/00004_DB2_9/logs
WebSphere Application Server
Windows
2000
v %MWI_workspace%\hostname\deploymentplan\
MachinePlan_hostname\00009_WAS_ND_6.1\install\01_BASE\
[INSTALL_timestamp]\logs
v %MWI_workspace%\hostname\deploymentPlan\
MachinePlan_hostname\00009_WAS_ND_6.1\logs
v C:\Program Files\IBM\WebSphere\AppServer\logs\install\
UNIX
v $MWI_workspace/hostname/deploymentplan/
MachinePlan_hostname/00009_WAS_ND_6.1/install/01_BASE/
[INSTALL_timestamp]/logs/
v /usr/IBM/WebSphere/AppServer/logs/install/
2000
Linux
v $MWI_workspace/hostname/deploymentplan/
MachinePlan_hostname/00009_WAS_ND_6.1/install/01_BASE/
[INSTALL_timestamp]/logs
v /opt/IBM/WebSphere/AppServer/logs/install/
Tivoli Directory Server
v $MWI_workspace/deploymentplan/MachinePlan_hostname/
00007_ITDS_6.1/install/02_BASE/[INSTALL_timestamp]/logs/
v $MWI_workspace/hostname/deploymentPlan/
MachinePlan_hostname/00006_ITDS_DB2_CCMDB/logs
v $MWI_workspace/hostname/deploymentPlan/
MachinePlan_hostname/00008_ITDS_Configuration/logs
Chapter 1. Introduction
17
Table 1. Log files for product components (continued)
Component
Log files
Base services
Windows
2000
v C:\ibm\SMP\logs\si_inst.log
v C:\ibm\SMP\logs\CCMDB_install.log
v C:\ibm\SMP\logs
UNIX
2000
Linux
v /opt/IBM/SMP/logs/si_inst.log
v /opt/IBM/SMP/logs/CCMDB_install.log
v /opt/IBM/SMP/logs
Cygwin
v C:\cygwin\var\log\
v %TEMP%\tclog_wrapper\downloadCygwinSetup.log
v %TEMP%\tclog_wrapper\downloadCygwinRep.log
v %TEMP%\tclog_wrapper\instCygwin.log
v %TEMP%\tclog_wrapper\cygwin_ssh_config.log
v %TEMP%\tclog_wrapper\cygwin_ssh_config.err
Tivoli Provisioning Manager core
components
v $TEMP\tclog_wrapper\tcinstall.log
Tivoli Provisioning Manager engines
v $TEMP/tclog_wrapper/nonUI_install.log
v $TEMP/tclog_wrapper/nonUI_install_err.log
v $TEMP/tclog
The agent manager
Windows
2000
v %TEMP%\tclog_wrapper\amtrace.log
v %TEMP%\tclog_wrapper\amtrace.err
v C:\Program Files\IBM\AgentManager\logs
UNIX
2000
Linux
v $TEMP/tclog_wrapper/amtrace.log
v $TEMP/tclog_wrapper/amtrace.err
v /opt/IBM/AgentManager/logs
Dynamic Content Delivery Management
Center
Device manager federator
v $TEMP/tclog_wrapper/CDSinstall-stdout.log
v $TEMP/tclog_wrapper/CDSinstall-stderr.log
Windows
2000
v %TEMP%\tclog_wrapper\dmsinstalltrace.log
v %TEMP%\tclog_wrapper\dmsinstalltrace.err
v C:\Program Files\IBM\DeviceManager\log
UNIX
2000
Linux
v $TEMP/tclog_wrapper/dmsinstalltrace.log
v $TEMP/tclog_wrapper/dmsinstalltrace.err
v /opt/IBM/DeviceManager/log
Tivoli Provisioning Manager for OS
Deployment
v $TEMP/tclog_wrapper/tpmfosd.log
v $TEMP/tclog_wrapper/tpmfosd.err
v $TEMP/tclog_wrapper/tpmfosd-installation.log
18
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 1. Log files for product components (continued)
Component
Log files
The monitoring agent for Tivoli Provisioning
Manager
v $TEMP/tclog_wrapper/itmtrace.log
v $TEMP/tclog_wrapper/itmtrace.err
v $TEMP/tclog_wrapper/itmInstall.log
Tivoli Provisioning Manager Web
components
Windows
2000
v %TEMP%\tclog_wrapper\psi_tpm.log
v C:\ibm\SMP\solutions\logs
UNIX
2000
Linux
v $TEMP/tclog_wrapper/psi_tpm.log
v /opt/IBM/SMP/solutions/logs
TEMP is
v %TEMP% - the Windows temporary directory.
v $TEMP - the Unix temporary directory.
MWI_workspace
v %MWI_workspace% - the Windows directory path whose default value is C:\ibm\tivoli\mwi\
workspace
v $MWI_workspace - the Unix directory path whose default value is /root/ibm/tivoli/mwi/workspace
For more information about path variables, see Path Variables
Tivoli Provisioning Manager uninstallation logs:
When you uninstall Tivoli Provisioning Manager, the log files are located in
Windows
2000
%TEMP%\tclog
UNIX
/tmp/tclog
Tivoli Common Directory:
The Tivoli common directory is a common parent directory that stores log files from multiple Tivoli
products. Each product stores logging information in a separate subdirectory within the Tivoli common
directory.
If you are installing Tivoli Provisioning Manager for the first time as the first Tivoli software product on
your system that uses the Tivoli common directory, the installation wizard prompts you to specify a
location for it. This location is used by Tivoli Provisioning Manager and other Tivoli products. The
default location is:
Windows
2000
C:\Program Files\ibm\tivoli\common\
Chapter 1. Introduction
19
UNIX
/opt/ibm/tivoli/common
/var/IBM/tivoli/common
Collecting FIPS configuration data:
If you encounter errors with Federal Information Processing Standard (FIPS) 140-2 configuration during
Tivoli Provisioning Manager installation, use the packageFipsInfo tool to collect configuration data that
you can send to IBM Tivoli Software Support to diagnose the cause of the errors.
Location:
Windows
2000
%TIO_HOME%\tools
Where %TIO_HOME% is the Tivoli Provisioning Manager home directory.
UNIX
$TIO_HOME/tools
Where $TIO_HOME is the Tivoli Provisioning Manager home directory.
Syntax:
Windows
2000
packageFipsInfo.cmd -cellname cell_name
Where cell_name is the cell name of the Agent Manager.
UNIX
packageFipsInfo.cmd -cellname cell_name
Where cell_name is the cell name of the Agent Manager.
Returned file: The tool produces a compressed file with the collected data.
v
Windows
2000
%TIO_LOGS%\packageFipsConfig\FipsConfigPackagepackage.zip.
v
UNIX
$TIO_LOGS/packageFipsConfig/FipsConfigPackagepackage.zip.
Component logs
Tivoli Provisioning Manager start and stop log:
When you start Tivoli Provisioning Manager, the application creates a log file, tio_start.log. The
tio_start.log file is located in:
Windows
2000
%TIO_LOGS%
UNIX
$TIO_LOGS
When you stop Tivoli Provisioning Manager, the application creates a log file, tio_stop.log. The
tio_stop.log file is located in:
Windows
2000
%TIO_LOGS%
20
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
UNIX
$TIO_LOGS
Log files for the web interface:
Tivoli Logs
Log files for the web interface and data model changes, and other operations associated with the web
interface are stored in the %TIO_LOGS%\j2ee directory.
Table 2. Tivoli web interface logs
File name
console.log
Location
Description
Windows
%TIO_LOGS%\j2ee
This log file stores all event logs for
the web interface including messages,
traces, and debugging information.
UNIX or Linux
$TIO_LOGS/j2ee
msg.log
Windows
%TIO_LOGS%\j2ee
This log file stores the globalized
event messages for the web interface
and data model changes.
UNIX or Linux
$TIO_LOGS/j2ee
trace.log
Windows
%TIO_LOGS%\j2ee
This log file stores error messages
that can be reviewed by Tivoli
Software Support.
UNIX or Linux
$TIO_LOGS/j2ee
Maximo Logs
web interface events are also included within Maximo logs. These logs are stored in
Windows
%WAS_HOME%\profiles\ctgAppSrv01\logs\MXServer
UNIX or Linux
$WAS_HOME/profiles/ctgAppSrv01/logs/MXServer
Table 3. Maximo web interface logs
File name
Description
startServer.log
This log records events from the Maximo server start
process.
stopServer.log
This log records events during from the Maximo server
stop process.
SystemErr.log
This log records errors that occur in the Maximo user
interface.
SystemOut.log
This log records operations that occur within the Maximo
user interface.
v DMSMsg.log
These log files contain other web interface log entries
including messages, traces, and debugging information.
v native_stderr.log
v native_stdout.log
v serverStatus.log
v TraceDMS.log
Chapter 1. Introduction
21
Log files for Tivoli Provisioning Manager for OS Deployment:
General log files for Tivoli Provisioning Manager for OS Deployment are stored in the following
directory:
<datadir>/logs/
where <datadir> is the Tivoli Provisioning Manager for OS Deployment data directory specified during
the Tivoli Provisioning Manager for OS Deployment installation.
Table 4. Tivoli Provisioning Manager for OS Deployment logs
File name
Description
boot.log
This log file stores all information about the PXE Proxy
service, the PXE Boot Discovery service and the MTFTP
service.
file.log
This log contains information about all multicast file
transfers between Tivoli Provisioning Manager for OS
Deployment and the target computer.
http.log
This log contains information from the use of the Tivoli
Provisioning Manager for OS Deployment Web interface.
jobs.log
This log stores information from the processing of Tivoli
Provisioning Manager for OS Deployment jobs.
nbp.log
This log contains information about the group and host
parameters, the authentication requests, and the NT
domain join requests.
tcp.log
The log stores information about the unicast file transfers
between Tivoli Provisioning Manager for OS Deployment
and the target computer.
vm.log
This log contains events generated by background tasks
running on the computer.
Deployment specific logs for Tivoli Provisioning Manager for OS Deployment:
<datadir>/global/hosts/<computer_mac_address>/console.log
This log contains information generated by TTivoli Provisioning Manager for OS Deployment
from the execution of tasks on the target computer. The target computer is identified by the
<computer_mac_address>.
<datadir>/logs/tpm-<deployment_request_id>
This log stores information generated by Tivoli Provisioning Manager from the execution of tasks.
The task is identified by the <deployment_request_id>
Log files for Common Inventory Technology:
Logs files are created when you run the Tivoli Provisioning Manager Inventory Discovery on a target
computer where Common Inventory Technology and Tivoli Common Agent are installed.
The output XML files of the Common Inventory Technology scan are located in the following directory
../tivoli/ep/runtime/agent
Table 5. Tivoli Provisioning Manager Inventory Discovery logs
File name
Description
tivhscan.xml
This log file stores all information about hardware results
from the last time the Tivoli Provisioning Manager
Inventory Discovery ran.
22
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 5. Tivoli Provisioning Manager Inventory Discovery logs (continued)
File name
Description
cit_software.xml
This log file stores all information about software results
from the last time the Tivoli Provisioning Manager
Inventory Discovery ran.
cit_signature.xml
This log file stores all information about software
signature results from the last time the Tivoli
Provisioning Manager Inventory Discovery ran.
traceCIT.log
This is the Common Inventory Technology file name that
is configured in ../tivoli/cit/config/
CITtrace.properties.
The input files for the Common Inventory Technology scan can be found in the following location:
<system_temp_dir>/SoftwareSignatureInput<discoveryId><deviceId>
<profileTypeId>.xml
Table 6. Output files of the Tivoli Common Agent
File name
Description
../tivoli/ep/conf/org.eclipse.osgi/
bundles/<bundle_number>/data/
cit_<computername>
<date_and_time>.xml.archive
The XML file that converts the scan output into the
Tivoli Provisioning Manager database schema.
The log level can be configured in the
../tivoli/ep/runtime/base/rcp/
plugin_customization.ini.
../tivoli/ep/logs/*
Deployment engine log files:
Log files for workflow and deployment requests are stored in the %TIO_LOGS% directory.
Table 7. Deployment engine logs
File name
console.log
Location
Windows
%TIO_LOGS%
UNIX or Linux
$TIO_LOGS/
msg.log
Windows
%TIO_LOGS%\
Description
This log file stores all event logs for
workflow and deployment requests
including messages, traces, and
debugging information.
This log file stores the globalized
event messages for the deployment
engine component.
UNIX or Linux
$TIO_LOGS/
trace.log
Windows
%TIO_LOGS%\
This log file stores error messages
that can be reviewed by Tivoli
Software Support.
UNIX or Linux
$TIO_LOGS/
heartbeat.log
Windows
%TIO_LOGS%\
This log file pings the engine every
five seconds to ensure that the engine
is still running.
UNIX or Linux
$TIO_LOGS/
Chapter 1. Introduction
23
Workflow logs:
If you want to determine why a particular provisioning workflow has failed, you can use the Web
interface to display the run history for that provisioning workflow. You can also export the log files of
your provisioning workflow history using the workflowLogExport command, as described in
workflowLogExport command.
Automation package files:
Users can run the tcdrivermanager utility if they have installation and uninstallation issues and look in
the %TIO_HOME%\tcdrivermanager.log for details. Messages and errors for provisioning workflows that
have run are logged in the deployment engine logs files in TIO_LOGS\console.log.
Middleware prerequisite log files
WebSphere Application Server logs:
The WebSphere Application Server log files are located in the following directories:
v %WAS_HOME%\logs
v %WAS_HOME%\logs\server1
v %WAS_HOME%\tranlog
v %WAS_HOME%\profiles\ctgAppSrv01\logs\MXServer
where %WAS_HOME% is the WebSphere Application Server home directory.
The default value for WAS_HOME is:
Windows
2000
C:\Program Files\IBM\WebSphere\AppServer
AIX
/usr/IBM/WebSphere/AppServer
2000
Linux
Solaris
2000
/opt/IBM/WebSphere/AppServer
Check the following log files for errors:
v SystemOut.log
v startServer.log
v stopServer.log
v SystemErr.log
SystemOut.log
This is the log file for WebSphere output. It contains messages that are generated when the
applications running inside the WebSphere Application Server are being started or stopped. You
might want to refer to this file when WebSphere does not start. You can find the log files in the
following locations:
v
Windows
2000
v
UNIX
%WAS_HOME%\profiles\ctgAppSrv01\logs\MXServer\SystemOut.log
2000
Linux
$WAS_HOME/profiles/ctgAppSrv01/logs/MXServer/SystemOut.log on UNIX
or Linux
After the provisioning server is started, use the tail -f SystemOut.log command to monitor this
log file for any problems that might occur.
startServer.log
24
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
This is the log file for the startup of the WebSphere Application Server, located in the following
locations:
v
Windows
2000
v
UNIX
%WAS_HOME%\logs\server1
2000
Linux
$WAS_HOME/logs/server1
Look for Open for e-business for a successful startup of the WebSphere Application Server.
stopServer.log
This is the log file for the shutdown of the WebSphere Application Server. WebSphere Application
Server is the last service to stop when you shut down the provisioning server, so this log file is
useful for verifying whether the shutdown completed. You can find the log files in the following
locations:
2000
%WAS_HOME%\logs\server1
v Windows
v $WAS_HOME/logs/server1
Look for Server <server-name> stop completed for a successful shutdown of the WebSphere
Application Server.
SystemErr.log
This is the log file that contains Java exceptions and stack traces caused by the enterprise
applications. You can find the log files in the following locations:
2000
%WAS_HOME%\logs\server1
v Windows
v $WAS_HOME/logs/server1
DB2 Universal Database logs:
The DB2 error logs are stored in the %DB2_HOME%\DB2ADMIN directory on Windows systems
($DB2_HOME/db2dump on UNIX or Linux), where %DB2_HOME% is the default DB2 home directory.
Check the following log file for errors:
db2diag.log
When an error occurs, the db2diag.log is updated with information about the error. This is the
primary log to use when debugging DB2 problems.
db2alert.log
If an error is determined to be an alert, then an entry is made in the db2alert.log file and to the
operating system or native logging facility
dump files
For some error conditions, additional information is logged in external binary dump files named
after the failing process ID. These files are intended for DB2 Customer Support.
trap files
The database manager generates a trap file if it cannot continue processing because of a trap,
segmentation violation, or exception. Trap files contain a function flow of the last steps that were
executed before a problem occurred.
Other useful DB2 commands include:
db2trc This command gives you the ability to control tracing.
db2support
This command collects environment information and log files and places them into a compressed
archive file.
Log locations for database connection problems:
Chapter 1. Introduction
25
Logs can be of assistance when troubleshooting database connection issues.
Certain logs record error and informational messages related to database connections. It is important to
check these log locations for information that will assist in troubleshooting database connection problems.
These problems can occur during different stages in the installation, configuration and use of the product.
The log that needs to be examined can depend on the stage in which the problem occurs.
Installation and migration database connection logs
The log to check for installation and migration issues is located at TIO_HOME/config/dcm.xml.
See Path Variables for the most current definition of the TIO_HOME directory variable.
Websphere and middleware database logs
For the database connection errors that show up within Websphere logs and the logs under
TIO_LOGS/j2ee, the maximo.properties file in WAS_HOME/profiles/ctgAppSrv01/installedApps/ctgCell01/
MAXIMO.ear/properties.jar can contain information about the database connection configuration issue.
See Path Variables for the most current definition of the TIO_LOGS and WAS_HOME directory variables.
Other database connection logs
For the database connection problems identified in logs in the TIO_LOGS directory, the maximo.properties
file under TIO_HOME/lwi/runtime/eclipse/plugins/tpm_pmp/properties can contain further log messages
about the connection problem.
See Path Variables for the most current definition of the TIO_LOGS and TIO_HOME directory variables.
Tivoli Agent Manager logs:
Trace logs for the agent manager are stored in the Agent_Manager_install_dir\logs directory, where
Agent_Manager_install_dir is the installation directory for the agent manager. The log files for the Tivoli
Provisioning Manager installed on a managed server are stored in the installation directory on the target
server.
Tivoli Common Agent log file collector:
The Tivoli Common Agent log file collector is a workflow that collects logs from the common agents. The
device ID of the computer is passed to the workflow. It runs a service command on the target computer
and brings the common agent logs back to the %TIO_LOGS%/tivolicommonagent folder.
The workflow uses the default service access point to run the service command and copy the resulting
file back to Tivoli Provisioning Manager.
To use the log file collector, run the workflow TCA_Collect_Logs (<DeviceID>).
The logs are returned to the Tivoli Provisioning Manager server. The logs can now be reviewed or sent to
IBM Tivoli Support.
Tivoli Directory Server logs:
Trace logs for the LDAP server are stored in the <Directory_server_instance_name>\logs directory. These
logs files can be viewed using either the Web Administration Tool or the system command line.
Check the following log files for errors:
26
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v ibmdiradm.log: The administration daemon error log. View status and errors encountered by the
administrative daemon.
v adminaudit.log: The administration daemon audit log. Use the records in the log to check for
suspicious patterns of activity in an attempt to detect security violations.
v audit.log: Audit logging is used to improve the security of the directory server.
v bulkload.log: The idsbulkload log command is used to load entries. The bulkload log allows you to
view status and errors related to bulkload.
v idstools.log: The configuration tools log contains status and error messages related to the
configuration tools.
v db2cli.log: This log records database errors that occur as a result of LDAP operations.
v lostandfound.log: This log archives entries that were replaced due to replication and conflict
resolution. The log allows you to recover the data in the replaced entries, if necessary.
v ibmslapd.log: The server error log contains status and error messages related to the server.
For more information about the IBM Tivoli Directory Server Version 6.0 logging utilities, see
http://publib.boulder.ibm.com/infocenter/tivihelp/v2r1/index.jsp?topic=/com.ibm.IBMDS.doc/
PDGuide05.htm
Log configuration
Logging levels:
This section details the behavior of Tivoli Provisioning Manager logs based on how the logging levels are
defined.
The logging level hierarchy for Tivoli Provisioning Manager is shown in the following table:
Logging level
Description
msg_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
Extended for message logs
error
Default log4j level — trace logs
warn
Default log4j level — trace logs
info
Default log4j level — trace logs
debug
Default log4j level — trace logs
The extended logging levels are the highest levels in the logging hierarchy. These levels are set
exclusively for the messages, which are globalized and distinct from the trace logs. Trace logs are
available only in English.
Configuring logs with log4j:
Log data in Tivoli Provisioning Manager is managed by log4j, an open source logging tool. This section
details the default log4j settings, the customized Tivoli Provisioning Manager settings, and how you can
modify settings dynamically. For complete log4j documentation, go to http://logging.apache.org/log4j/
docs/documentation.html.
The data from the console.log, msg.log, trace.log, and cbe.log files are recorded based on the default
logging levels and configuration parameters set in the log4j.prop file or in the log4j-util.prop. Use the
Chapter 1. Introduction
27
log4j-util.prop file to configure the logging for all scripts located in the %TIO_HOME%\tools directory.
Some scripts in automation packages also use the logging settings in log4j-util.prop.
Configuring log4j dynamically:
The log4j files are in the following locations:
v
Windows
2000
v
UNIX
%TIO_HOME%\config
2000
Linux
$TIO_HOME/config
To change the log4j.prop or log4j-util.prop files:
1. Open the properties file in a text editor.
2. Edit the settings as required. For example, in the following lines:
log4j.category.com.thinkdynamics=INFO, console, file
log4j.category.com.ibm.tivoli=INFO, console, file
log4j.appender.consolefile.threshold=info
It is possible to change the INFO variable into WARNING, ERROR, or DEBUG, depending on the type
of logging information needed. For example, DEBUG has a higher threshold than INFO.
3. Save the file.
The provisioning server automatically reloads the log4j configurations 60 seconds after you save the
properties file. You need to restart the provisioning server for the changes to take effect. The updated
log4j configuration will implement after 60 seconds.
To enable the automation package manager to append to its log file located in the TIO_LOGS\
tcdrivermanager directory, complete these steps:
1. Open log4j-util.prop in a text editor.
2. Change the default log4j.appender.file.append=false to log4j.appender.file.append=true.
3. Save the file.
Configuring logging levels within the web interface:
You are able to change the logging level of any of the loggers from within the web interface.
Before you begin
You can discover the definitions of each logging level within the topic Logging Levels.
Logging levels can be set for each logger within the web interface. In order to change the logging level of
a logger:
Procedure
1. Click Go To > System Configuration -> Platform Configuration -> Logging.
2. Within the Log Level column, click the Select Value button for the logger to be configured. A dialog
for selecting the log level is displayed.
3. Within the Select Value dialog, select the logging level to use for the logger.
4. Click the Save Logger button within the action menu bar.
Results
The logger is now configured to produce logs at the selected level.
Note: This change will not occur immediately; see Configuring log4j dynamically for further information.
28
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
The log4j.prop file:
The log4j.prop file, shown below, defines the default configuration for message and trace logs.
The location of this file is as follows:
Windows
2000
%TIO_HOME%\config
UNIX
2000
Linux
$TIO_HOME/config
# output directory. Can be overwritten with -Dkanaha.logs=<directory>
#
kanaha.logs=logs
# message formats
# normal used to write to console.log
# error used to format error messages (prints location of a problem)
# module is meant for messages written module specific files
#
output.normal=%d{ISO8601} %-5p [%t](%13F:%L)%c{2}: %m%n
output.error=%d{ISO8601}%-5p[%t](%13F:%L}: %m%n
output.module=%d{ISO8601}%-5p[%t](%13F:%L): %m%n
#Do not configure the root category - that is configured
by the Maximo framework
#
log4j.category.com.thinkdynamics=INFO, consolefile, errorfile
log4j.category.com.ibm.tivoli=INFO, consolefile, errorfile
#
#everything goes to console.log
#rolling by log size. For other rolling options, see
http://logging.apache.org/log4j/docs/index.html
#
log4j.appender.consolefile=org.apache.log4j.RollingFileAppender
log4j.appender.consolefile.MaxFileSize=100MB
log4j.appender.consolefile.MaxBackupIndex=10
log4j.appender.consolefile.File=${kanaha.logs}/console.log
log4j.appender.consolefile.layout=org.apache.log4j.PatternLayout
log4j.appender.consolefile.layout.ConversionPattern=${output.normal}
log4j.appender.consolefile.threshold=info
log4j.appender.consolefile.append=true
#errors to trace log file, for FFDC
#rolling by log size
#
log4j.appender.errorfile=org.apache.log4j.RollingFileAppender
log4j.appender.errorfile.MaxFileSize=10MB
log4j.appender.errorfile.MaxBackupIndex=10
log4j.appender.errorfile.File=${kanaha.logs}/trace.log
log4j.appender.errorfile.layout=org.apache.log4j.PatternLayout
log4j.appender.errorfile.layout.ConversionPattern=${output.error}
log4j.appender.errorfile.threshold=error
log4j.appender.errorfile.append=true
#globalized message log to msg.log (user log)
#rolling by log size
#
log4j.appender.messagefile=org.apache.log4j.RollingFileAppender
log4j.appender.messagefile.MaxFileSize=10MB
log4j.appender.messagefile.MaxBackupIndex=10
log4j.appender.messagefile.File=${kanaha.logs}/msg.log
log4j.appender.messagefile.layout=org.apache.log4j.PatternLayout
Chapter 1. Introduction
29
log4j.appender.messagefile.layout.ConversionPattern=${output.normal}
log4j.appender.messagefile.threshold=MSG_INFO#com.thinkdynamics.kanaha.
util.logging.MessageLevel
log4j.appender.messagefile.append=true
#suppress annoying messages from datacentermodel
#
log4j.category.com.thinkdynamics.kanaha.datacentermodel=INFO
#suppress annoying messages from dataaquisition
#
log4j.category.com.thinkdynamics.kanaha.dataaquisitionengine=INFO
#suppress annoying messages from org.apache
#
log4j.category.org.apache=INFO
#write heart beat messages to heartbeat.log only (not console.log)
For examples on how to use log4j, refer to http://logging.apache.org.
Setting log levels for Tivoli Common Agent:
The messages that are logged into the common agent log file are based on the combination of the log
level defined in the agentcli.bat file and the level defined in the logging.properties file.
Follow these instructions to change the log level for Tivoli Common Agent:
1. Edit the CA_HOME\conf\overrides\logging.properties file and add the following line:
com.ibm.tivoli.cas.level=<value>
where the possible values for <value> are FINE, FINER, and FINEST.
2. Restart the agent service or run the following command:
CA_HOME/bin/lwilog.sh[bat] -refresh
3. Use the trace command on the managed server. The following is the syntax for this command:
agentcli.bat trace <command> <level>
where <command> is either getlevel or setlevel.
v The getlevel command returns the current trace level.
v The setlevel command changes the current trace level.
The available values for level are: off, low, medium, and high.
For example, entering this line gives information about the trace command:
CA_HOME\runtime\agent\bin>agentcli.bat trace help
This line sets the log levels to low:
CA_HOME\runtime\agent\bin>agentcli.bat trace setlevel low
Log level defaults:
Information on different logging levels for each log file type.
The initial log4j.log level configuration for each log file is set to info. As defined in the log4j.prop file,
each log file is set to a unique log level for Tivoli Provisioning Manager using the
log4j.appender.<filename>.threshold= parameter, where the most common values for <filename> are
consolefile, errorfile, and messagefile.
The following is a list of the default logging levels for each of the log file types:
30
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
console.log
info
If you want more log information for troubleshooting purposes, set the log level to debug.
trace.log
error
msg.log
MSG_INFO#com.thinkdynamics.kanaha.util.logging.MessageLevel
cbe.log
off
RollingFileAppender defaults:
The RollingFileAppender defines the autoarchiving behavior of the log4j tool. As defined in the
log4j.prop file above, the default settings for each Tivoli Provisioning Manager log file are:
console.log
v Maximum number of archived log files: 10
v Maximum log file size: 100MB
trace.log
v Maximum number of archived log files: 10
v Maximum log file size: 10MB
msg.log
v Maximum number of archived log files: 10
v Maximum log file size: 10MB
cbe.log
v Maximum number of archived log files: 10
v Maximum log file size: 10MB
Enabling expect tracing:
There are two methods to enable Expect tracing for Tivoli Provisioning Manager.
1. Change the file on the provisioning server:
Windows
2000
%TIO_HOME%\scriplets
UNIX
$TIO_HOME/scriplets
Edit header.expect, or header.expect_local if it is a local Expect scriplet, launch.bash_local, and
launch.ksh_local by changing:
log_user 0
exp_internal 0
to
log_user 1
exp_internal -f <filename> 1
For example, the change for a UNIX file might look like the following:
Chapter 1. Introduction
31
log_user 1
exp_internal -f /tmp/expect.log 1
All of the Expect information will be stored in /tmp/expect.log.
To disable logging, change header.expect, or header.expect_local, back to its original state: log_user
0 and exp_internal 0
2. Add the logging statements to the Expect scriptlet code that is in the provisioning workflow. Change
the following:
log_user 0
exp_internal 0
to
log_user 1
exp_internal -f <filename> 1
Adding these statements to the scriptlet code will enable logging to the specified file name.
Installation directories and other paths
The following variables are used to represent installation and other directory paths. In some cases, the
variable name matches the name of an environment variable that is set in the operating system. For
example, TIO_HOME represents the environment variable $TIO_HOME on UNIX and Linux, and
%TIO_HOME% for Windows. In other cases, the variable is used only in the documentation to represent
the directory path.
Table 8. Path variables
Path variable
Component
Default directory
AM_HOME
The agent manager
v
Windows
2000
v
UNIX
APDE_HOME
Automation Package
Developer
Environment
DB2_HOME
DB2
C:\Program Files\IBM\AgentManager
2000
Linux
/opt/IBM/AgentManager
TIO_HOME/eclipse
v
Windows
2000
v
AIX
v
2000
Linux
/opt/ibm/db2/V9.5
v
2000
Linux
on IBM System z: /opt/IBM/db2/V9.5
SystemDrive:\Program Files\IBM\SQLLIB
Solaris
2000
/opt/IBM/db2/V9.5
Windows
2000
SystemDrive is the disk drive that contains the
hardware-specific files used to start Windows. Typically, the system
drive is C.
ECLIPSE_HOME
Eclipse
Defined by the user
HTTP_HOME
IBM HTTP Server
v
Windows
2000
v
AIX
v
Solaris
2000
JAVA_HOME
Java Runtime
Environment
C:\Program Files\IBM\HTTPServer
/usr/IBM/HTTPServer
2000
Linux
/opt/IBM/HTTPServer
v For Automation Package Developer Environment,
TIO_HOME/eclipse
v For IBM Tivoli Provisioning Manager, WAS_HOME/java
32
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 8. Path variables (continued)
Path variable
Component
Default directory
MAXIMO_HOME
base services
v
Windows
2000
v
UNIX
v
Windows
2000
v
UNIX
MWI_workspace
ORACLE_HOME
Middleware installer
directory
Oracle Database
C:\ibm\SMP
2000
Linux
/opt/IBM/SMP
C:\ibm\tivoli\mwi\workspace
2000
Linux
/root/ibm/tivoli/mwi/workspace
$ORACLE_BASE/product/version/db_1
The value of $ORACLE_BASE is the directory in which all Oracle
Database software is installed.
v
UNIX
2000
Linux
/u01/app/oracle/product/10.2.0/db_1
(for Oracle 10g)
v
UNIX
2000
Linux
/u01/app/oracle/product/11.1.0/db_1
(for Oracle 11g)
TCA_HOME
TDS_HOME
TIO_HOME
TIO_LOGS
common agent
Tivoli Directory Server
Tivoli Provisioning
Manager
v
Windows
2000
v
AIX
v
2000
Linux
v
Windows
2000
v
UNIX
v
Windows
2000
v
UNIX
Tivoli Provisioning
Manager runtime logs v
v
Windows
2000
UNIX
C:\Program Files\tivoli\ep
/usr/tivoli/ep
/opt/tivoli/ep
C:\Program Files\IBM\LDAP\V6.2
2000
Linux
/opt/IBM/ldap/V6.2
C:\Program Files\IBM\tivoli\tpm
2000
Linux
/opt/IBM/tivoli/tpm
C:\Program Files\IBM\tivoli\common\COP\logs
2000
Linux
/usr/ibm/tivoli/common/COP/logs
%TEMP%
Windows directory for When logged on as Administrator, C:\Documents and
temporary files
Settings\Administrator\Local Settings\Temp
WAS_HOME
WebSphere
Application Server
v
Windows
2000
v
AIX
v
Solaris
2000
C:\Program Files\IBM\WebSphere\AppServer
/usr/IBM/WebSphere/AppServer
2000
Linux
/opt/IBM/WebSphere/AppServer
Chapter 1. Introduction
33
34
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 2. Installation and upgrade problems
This section describes how to recover from Tivoli Provisioning Manager installation problems.
Recovering from installation problems (custom installation)
Follow the steps below to recover from problems that you might encounter when installing
Tivoli Provisioning Manager for the first time.
Custom
Default
XML
For information about uninstalling components, see Uninstalling Tivoli Provisioning Manager.
Log files
Step during installation where the
problem occurs
Resolving the problem
Cygwin installation and
configuration
1. Check the log files to determine
the problem.
2. Resolve the cause and then try
again.
TEMP represents %TEMP% for
Windows and /tmp/ for UNIX and
Linux
v C:\cygwin\var\log\
v TEMP/tclog_wrapper/
downloadCygwinSetup.log
v TEMP/tclog_wrapper/
downloadCygwinRep.log
v TEMP/tclog_wrapper/
instCygwin.log
v TEMP/tclog_wrapper/
cygwin_ssh_config.log
v TEMP/tclog_wrapper/
cygwin_ssh_config.err
DB2 client installation (if using
remote database)
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
extractDB2Client.log
2. Resolve the cause of the problem.
v TEMP/tclog_wrapper/
extractDB2Client_err.log
3. Uninstall the DB2 client and then
try again.
v TEMP/tclog_wrapper/db2installstdout.log
v TEMP/tclog_wrapper/db2installstderr.log
Tivoli Provisioning Manager
installation, DB2 backup
© Copyright IBM Corp. 2003, 2011
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
DBbackupafterMBS-stdout.log
2. Resolve the cause and then try
again.
v TEMP/tclog_wrapper/
DBbackupafterMBS-stderr.log
35
Log files
Step during installation where the
problem occurs
Resolving the problem
Tivoli Provisioning Manager
installation, WAS backup
1. Check the log files to determine
the problem.
2. Resolve the cause and then try
again.
TEMP represents %TEMP% for
Windows and /tmp/ for UNIX and
Linux
v TEMP/tclog_wrapper/
WASbackupctgDmgr01-afterMBSstdout.log
v TEMP/tclog_wrapper/
WASbackupctgDmgr01-afterMBSstderr.log
v TEMP/tclog_wrapper/
WASbackupAppSrv01-afterMBSstdout.log
v TEMP/tclog_wrapper/
WASbackupAppSrv01-afterMBSstderr.log
Tivoli Provisioning Manager
installation, WAS configuration, JVM
setup
If you plan to use the same values in
the WebSphere Application Server
Network Deployment Configuration
panel after the failure:
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
call_was_config.log
v TEMP/tclog_wrapper/
call_was_config_fips.log
2. Resolve the cause and then try
again.
If you plan to use different values in
the WebSphere Application Server
Network Deployment Configuration
panel after the failure:
1. Check the log files to determine
the problem.
2. Resolve the cause of the problem.
3. In the WAS console, remove the
JVM parameter for the old values
that were used in the WebSphere
Application Server Network
Deployment Configuration panel.
4. Try again.
Tivoli Provisioning Manager
installation, engines installation
Agent Manager installation, profile
creation
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
nonUI_install.log
2. Resolve the cause of the problem.
v TEMP/tclog_wrapper/
nonUI_install_err.log
3. Restore the database and then try
again.
v TEMP/tclog
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
create_wasprofile.log
2. Resolve the cause of the problem.
v WAS_HOME/AppServer/profiles/
casprofile/logs/
AboutThisProfile.txt
3. Clean up the agent manager
profile and then try again.
36
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Log files
Step during installation where the
problem occurs
Agent Manager installation, actual
installation
TEMP represents %TEMP% for
Windows and /tmp/ for UNIX and
Linux
Resolving the problem
If only the agent manager installation v TEMP/tclog_wrapper/amtrace.log
fails and the agent manager profile is
v TEMP/tclog_wrapper/amtrace.err
removed successfully:
v TCA_HOME/logs
1. Check the log files to determine
v TCA_HOME/toolkit/logs
the problem.
2. Resolve the cause and then try
again.
If the failure occurs during removal
of agent manager profile:
1. Check the log files to determine
the problem.
2. Resolve the cause of the problem.
3. Clean up the agent manager
profile and then try again.
Dynamic Content Delivery
installation, registration with the
common agent
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
preparePingAM.log
2. Resolve the cause and then try
again.
v TEMP/tclog_wrapper/
preparePingAM.err
v TEMP/tclog_wrapper/
call_pingam.log
v TEMP/tclog_wrapper/
call_pingam_err.log
Dynamic Content Delivery
installation, SSL configuration
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
config_ssl.log
2. Resolve the cause and then try
again.
v TEMP/tclog_wrapper/
config_ssl.err
v TEMP/tclog_wrapper/soapsslconfig.log
v TEMP/tclog_wrapper/soapsslconfig.err
Dynamic Content Delivery
installation, actual installation
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
getAMPass4CDS.log
2. Resolve the cause of the problem.
v TEMP/tclog_wrapper/
getAMPass4CDS.err
3. Uninstall the dynamic content
delivery and then try again.
v TEMP/tclog_wrapper/CDSinstallstdout.log
v TEMP/tclog_wrapper/CDSinstallstderr.log
v CDS_HOME/log
Device manager service installation,
actual installation
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
dmsinstalltrace.log
2. Resolve the cause of the problem.
v TEMP/tclog_wrapper/
dmsinstalltrace.err
Chapter 2. Installation and upgrade problems
37
Log files
Step during installation where the
problem occurs
Resolving the problem
TEMP represents %TEMP% for
Windows and /tmp/ for UNIX and
Linux
Device manager service installation,
configuration
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
dmsconfigtrace.log
2. Resolve the cause of the problem.
v TEMP/tclog_wrapper/
dmsconfigtrace.err
3. If the device manager service
database was installed
successfully, Uninstall the device
manager service and then try
again.
v DMS_HOME/logs/
dms_config_trace.log
v DMS_HOME/logs/dms_config.log
4. If the device manager service
database was not installed
successfully, then try again after
resolving the cause.
Device manager service installation,
SSL configuration
Tivoli Provisioning Manager for OS
Deployment installation
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
dms_getpass.log
2. Resolve the cause of the problem.
v TEMP/tclog_wrapper/
dms_getpass_err.log
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/tpmfosd.log
2. Resolve the cause of the problem.
v TEMP/tclog_wrapper/
call_importXML4OSD.log
3. Uninstall Tivoli Provisioning
Manager for OS Deployment and
then try again.
Tivoli Monitoring agent installation
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/tpmfosd.err
v TEMP/tclog_wrapper/
call_importXML4OSD.err
Windows
2000
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
itmtrace.log
3. Uninstall the Tivoli Monitoring
agent and then try again.
v %TEMP%\tclog_wrapper\
itmtrace.err
v ITM_HOME\InstallITM/IBM
Tivoli Monitoring for
Provisioning<timestamp>.log
UNIX
2000
Linux
v $TEMP/tclog_wrapper/ITMconfigstdout.log
v $TEMP/tclog_wrapper/ITMconfigstderr.log
v ITM_HOME/InstallITM/IBM
Tivoli Monitoring for
Provisioning<timestamp>.log
38
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Log files
Step during installation where the
problem occurs
Configure WAS to run as tioadmin
TEMP represents %TEMP% for
Windows and /tmp/ for UNIX and
Linux
Resolving the problem
See “Error when configuring
WebSphere Application Server to run
as tioadmin” on page 69.
v TEMP/tclog_wrapper/
cas_runastioadmin.log
v TEMP/tclog_wrapper/
cas_runastioadmin.err
v TEMP/tclog_wrapper/
stop_CASServer_root.log
v TEMP/tclog_wrapper/
stop_CASServer_root.err
v TEMP/tclog_wrapper/
changePermission_cas.log
v TEMP/tclog_wrapper/
changePermission_cas.err
v TEMP/tclog_wrapper/
start_CASServer_tioadmin.log
v TEMP/tclog_wrapper/
start_CASServer_tioadmin.err
v TEMP/tclog_wrapper/
wasND_runastioadmin.log
v TEMP/tclog_wrapper/
wasND_runastioadmin.err
v TEMP/tclog_wrapper/
stop_MXServer_root.log
v TEMP/tclog_wrapper/
stop_MXServer_root.err
v TEMP/tclog_wrapper/
stop_nodedmgr_root.log
v TEMP/tclog_wrapper/
stop_nodedmgr_root.err
v TEMP/tclog_wrapper/
changePermission_was.log
v TEMP/tclog_wrapper/
changePermission_was.err
v TEMP/tclog_wrapper/
start_nodedmgr_tioadmin.log
v TEMP/tclog_wrapper/
start_nodedmgr_tioadmin.err
Restart DB2 (if using local database)
Database backup
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
call_db2_restart.log
2. Resolve the cause of the problem.
3. Restart DB2 manually.
v TEMP/tclog_wrapper/
call_db2_restart.err
1. Check the log files to determine
the problem.
v TEMP/tclog_wrapper/
DBbackupafterTPMCore-stdout.log
2. Resolve the cause and then try
again.
v TEMP/tclog_wrapper/
DBbackupafterTPMCore-stderr.log
Chapter 2. Installation and upgrade problems
39
Log files
Step during installation where the
problem occurs
WAS backup
Resolving the problem
1. Check the log files to determine
the problem.
2. Resolve the cause and then try
again.
TEMP represents %TEMP% for
Windows and /tmp/ for UNIX and
Linux
v TEMP/tclog_wrapper/
WASbackupctgDmgr01afterTPMCore-stdout.log
v TEMP/tclog_wrapper/
WASbackupctgDmgr01afterTPMCore-stderr.log
v TEMP/tclog_wrapper/
WASbackupAppSrv01afterTPMCore-stdout.log
v TEMP/tclog_wrapper/
WASbackupAppSrv01afterTPMCore-stderr.log
Recovering from installation problems (default installation)
Default
Windows
2000
Follow the steps below to recover from problems that you might encounter when
installing Tivoli Provisioning Manager for the first time.
For information about uninstalling components, see Uninstalling Tivoli Provisioning Manager.
Step during installation where the
problem occurs
Resolving the problem
Log files
Cygwin installation and
configuration
1. Check the log files to determine
the problem.
v C:\cygwin\var\log\
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
downloadCygwinSetup.log
v %TEMP%\tclog_wrapper\
downloadCygwinRep.log
v %TEMP%\tclog_wrapper\
instCygwin.log
v %TEMP%\tclog_wrapper\
cygwin_ssh_config.log
v %TEMP%\tclog_wrapper\
cygwin_ssh_config.err
40
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Step during installation where the
problem occurs
Middleware installation
Resolving the problem
Log files
1. Check the log files to determine
the problem.
v C:\ibm\tivoli\mwi\workspace\
mwi.log
v C:\ibm\tivoli\mwi\workspace\
mwi.err
3. Remove the failed component and
then try again.
Deployment engine log files
2. Resolve the cause of the problem.
v MWI_workspace\hostname\
deploymentPlan\logs\
INSTALL_<timestamp>
DB2 log files
v MWI_workspace\hostname\
deploymentplan\
MachinePlan_hostname\
00004_DB2_9.5\install\01_BASE\
INSTALL_<timestamp>\logs
v MWI_workspace\hostname\
deploymentPlan\
MachinePlan_wind\
00004_DB2_9\logs
WAS log files
v MWI_workspace\hostname\
deploymentplan\
MachinePlan_hostname\
00009_WAS_ND_6.1\install\
01_BASE\INSTALL_<timestamp>\
logs
v MWI_workspace\hostname\
deploymentPlan\
MachinePlan_hostname\
00009_WAS_ND_6.1\logs
v C:\Program Files\IBM\
WebSphere\AppServer\logs\
install\
ITDS log files
v MWI_workspace\hostname\
deploymentplan\
MachinePlan_hostname\
00007_ITDS_6.1\install\02_BASE\
INSTALL_<timestamp>\logs\
v MWI_workspace\hostname\
deploymentPlan\
MachinePlan_hostname\
00006_ITDS_DB2_CCMDB\logs
v MWI_workspace\hostname\
deploymentPlan\
MachinePlan_hostname\
00008_ITDS_Configuration\logs
Chapter 2. Installation and upgrade problems
41
Step during installation where the
problem occurs
Resolving the problem
Log files
Base services installation, actual
installation
1. Check the log files to determine
the problem.
v Run the following command:
2. Resolve the cause of the problem.
3. Uninstall the base services.
Base service installation, backup
Tivoli Provisioning Manager
installation, DB2 backup
Tivoli Provisioning Manager
installation, WAS backup
Windows
2000
–
MAXIMO_HOME\scripts\
LogZipper.bat
–
UNIX
MAXIMO_HOME\
scripts\LogZipper.sh
4. Restore the deployment engine
database and try again. For more
information, see Backing up and
restoring the deployment engine
database.
v Find the [current
date]_[timestamp].zip file in the
MAXIMO_HOME\debug directory.
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
MBSBackupB4TPM-stdout.log
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
MBSBackupB4TPM-stderr.log
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
DBbackupafterMBS-stdout.log
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
DBbackupafterMBS-stderr.log
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
WASbackupctgDmgr01-afterMBSstdout.log
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
WASbackupctgDmgr01-afterMBSstderr.log
v %TEMP%\tclog_wrapper\
WASbackupAppSrv01-afterMBSstdout.log
v %TEMP%\tclog_wrapper\
WASbackupAppSrv01-afterMBSstderr.log
Tivoli Provisioning Manager
installation, WAS configuration, JVM
setup
If you plan to use the same values in
the WebSphere Application Server
Network Deployment Configuration
panel after the failure:
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
call_was_config.log
v %TEMP%\tclog_wrapper\
call_was_config_fips.log
2. Resolve the cause and then try
again.
If you plan to use different values in
the WebSphere Application Server
Network Deployment Configuration
panel after the failure:
1. Check the log files to determine
the problem.
2. Resolve the cause of the problem.
3. In the WAS console, remove the
JVM parameter for the old values
that were used in the WebSphere
Application Server Network
Deployment Configuration panel.
4. Try again.
42
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Step during installation where the
problem occurs
Resolving the problem
Log files
Tivoli Provisioning Manager
installation, engines installation
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
nonUI_install.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
nonUI_install_err.log
Agent Manager installation, profile
creation
3. Restore the database and then try
again.
v %TEMP%\tclog
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
create_wasprofile.log
2. Resolve the cause of the problem.
v WAS_HOME\AppServer\profiles\
casprofile\logs\
AboutThisProfile.txt
3. Clean up the agent manager
profile and then try again.
Agent Manager installation, actual
installation
If only the agent manager installation v %TEMP%\tclog_wrapper\
fails and the agent manager profile is
amtrace.log
removed successfully:
v %TEMP%\tclog_wrapper\
1. Check the log files to determine
amtrace.err
the problem.
v TCA_HOME\logs
2. Resolve the cause and then try
v TCA_HOME\toolkit\logs
again.
If the failure occurs during removal
of agent manager profile:
1. Check the log files to determine
the problem.
2. Resolve the cause of the problem.
3. Clean up the agent manager
profile and then try again.
Dynamic Content Delivery
installation, registration with the
common agent
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
preparePingAM.log
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
preparePingAM.err
v %TEMP%\tclog_wrapper\
call_pingam.log
v %TEMP%\tclog_wrapper\
call_pingam_err.log
Dynamic Content Delivery
installation, SSL configuration
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
config_ssl.log
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
config_ssl.err
v %TEMP%\tclog_wrapper\soapsslconfig.log
v %TEMP%\tclog_wrapper\soapsslconfig.err
Chapter 2. Installation and upgrade problems
43
Step during installation where the
problem occurs
Resolving the problem
Log files
Dynamic Content Delivery
installation, actual installation
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
getAMPass4CDS.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
getAMPass4CDS.err
3. Uninstall the dynamic content
delivery and then try again.
v %TEMP%\tclog_wrapper\
CDSinstall-stdout.log
v %TEMP%\tclog_wrapper\
CDSinstall-stderr.log
v CDS_HOME\log
Device manager service installation,
actual installation
Device manager service installation,
configuration
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
dmsinstalltrace.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
dmsinstalltrace.err
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
dmsconfigtrace.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
dmsconfigtrace.err
3. If the device manager service
database was installed
successfully, Uninstall the device
manager service and then try
again.
v DMS_HOME\logs\
dms_config_trace.log
v DMS_HOME\logs\dms_config.log
4. If the device manager service
database was not installed
successfully, then try again after
resolving the cause.
Device manager service installation,
SSL configuration
Tivoli Provisioning Manager for OS
Deployment installation
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
dms_getpass.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
dms_getpass_err.log
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
tpmfosd.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
tpmfosd.err
3. Uninstall Tivoli Provisioning
Manager for OS Deployment and
then try again.
v %TEMP%\tclog_wrapper\
call_importXML4OSD.log
v %TEMP%\tclog_wrapper\
call_importXML4OSD.err
Tivoli Monitoring agent installation
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
itmtrace.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
itmtrace.err
3. Uninstall the Tivoli Monitoring
agent and then try again.
Restart DB2 (if using local database)
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
call_db2_restart.log
2. Resolve the cause of the problem.
v %TEMP%\tclog_wrapper\
call_db2_restart.err
3. Restart DB2 manually.
44
v ITM_HOME\InstallITM/IBM
Tivoli Monitoring for
Provisioning<timestamp>.log
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Step during installation where the
problem occurs
Database backup
WAS backup
Resolving the problem
Log files
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
DBbackupafterTPMCore-stdout.log
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
DBbackupafterTPMCore-stderr.log
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
WASbackupctgDmgr01afterTPMCore-stdout.log
2. Resolve the cause and then try
again.
v %TEMP%\tclog_wrapper\
WASbackupctgDmgr01afterTPMCore-stderr.log
v %TEMP%\tclog_wrapper\
WASbackupAppSrv01afterTPMCore-stdout.log
v %TEMP%\tclog_wrapper\
WASbackupAppSrv01afterTPMCore-stderr.log
Process solutions installer
1. Check the log files to determine
the problem.
v %TEMP%\tclog_wrapper\
psi_tpm.log
2. Resolve the cause of the problem.
v MAXIMO_HOME\solutions\logs\
TPM_PMP
3. Restore the database.
4. Restore WAS.
5. Restore base services backup and
DE database backup from after
the base services installation.
6. Try again.
Recovering from upgrade problems
Follow the steps below to recover from problems that you might encounter when upgrading Tivoli
Provisioning Manager version 7.1 to 7.1.1.
For information about uninstalling components, see Uninstalling Tivoli Provisioning Manager.
Step during upgrade where the
problem occurs
Environment check
Resolving the problem
Log files
1. Check the log files to determine
the problem.
TIO_LOGS/fixpack/
2. Resolve the cause and then try
again.
Image preparation - preparing
common agent image
1. Remove /tmp/CAS_Update or
%tmp%/CAS_Update.
TIO_LOGS/fixpack/
*Upgrade_<timestamp>.log
2. Check the log files to determine
the problem.
3. Resolve the cause and then try
again.
Image preparation - preparing
dynamic content delivery image
1. Check the log files to determine
the problem.
TIO_LOGS/fixpack/
*Upgrade_<timestamp>.log
2. Resolve the cause and then try
again.
Chapter 2. Installation and upgrade problems
45
Step during upgrade where the
problem occurs
Resolving the problem
Log files
Image preparation - preparing data
management server image
1. Check the log files to determine
the problem.
TIO_LOGS/fixpack/
*Upgrade_<timestamp>.log
2. Resolve the cause and then try
again.
Copying Tivoli Provisioning Manager 1. Check the log files to determine
for OS Deployment binary files
the problem.
TIO_LOGS/fixpack/
*Upgrade_<timestamp>.log
2. Resolve the cause and then try
again.
Tivoli Provisioning Manager
installation
1. Rename or delete the existing
TIO_HOME directory.
TIO_LOGS/fixpack/
*Upgrade_<timestamp>.log
2. Restore the TIO_HOME backup.
TIO_LOGS/fixpack/
<timestamp>_tpm71_fp1_*.log
3. Restore permissions:
Tivoli Provisioning Manager
postinstallation - configuring file
migration
v
Windows
2000
Use Cygwin to
restore permissions
v
UNIX
2000
Linux
User and
group is tioadmin. Mode is 755.
1. Restore the TIO_HOME/tools/
setupCmdLine.sh|cmd file.
TIO_LOGS/fixpack/
postinstall_<timestamp>.log
2. Restore the TIO_HOME/config/
crypto.xml file.
3. Restore the TIO_HOME/config/
user-factory.xml file.
4. Try again.
Tivoli Provisioning Manager
postinstallation - data migration,
schema migration, and installation of
automation packages, importing
software signatures, runstats
1. Restore the database.
2. Check the log files to determine
the problem.
3. Resolve the cause and then try
again.
TIO_LOGS/fixpack/
postinstall_<timestamp>.log
TIO_LOGS/migration
TIO_LOGS/
importSoftwareSignature.log
TIO_LOGS/fixpack/
postinstall_<timestamp>.log
Tivoli Provisioning Manager
postinstallation - importing software
signatures
1. Check the log files to determine
the problem.
Tivoli Provisioning Manager
postinstallation - Runstats
1. Check the log files to determine
the problem.
2. Resolve the cause and then try
again.
2. Resolve the cause and then try
again.
Data Management Server upgrade
1. Check the log files to determine
the problem.
2. Resolve the cause and then try
again.
46
DMS_HOME/log
TIO_LOGS/fixpack
If trace is enabled, also see the
TraceDMS*.logs
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Step during upgrade where the
problem occurs
Agent Manager upgrade
Dynamic Content Delivery upgrade
Resolving the problem
Log files
See “Recovery steps for problems
during the agent manager upgrade”
on page 48.
For the agent manager: AM_HOME/logs
1. Verify all updated log files from
$CDS_LOGS to ensure that there
were no errors during the
upgrade. Logs to reference
include CDSUpdateAPP.log,
MC-DB-update.out, and
MC-WAS-update-APP.out
For the common agent:
TCA_HOME/logs, TCA_HOME/runtime/
agent/logs/install
v
v
Windows
2000
%ProgramFiles%\IBM\
tivoli\common\ctgde\logs\
UNIX
2000
Linux
/var/IBM/tivoli/common/ctgde/
logs/
2. Collect all logs from $CDS_LOGS
and copy them to a location on
your computer.
3. Check the log files to determine
the problem.
4. Resolve the cause and then try
again.
Tivoli Provisioning Manager for OS
Deployment upgrade
TIO_LOGS/fixpack/
tpmfosdUpgrade_<timestamp>.log
1.
v
v
Windows
2000
Run the .msi file
from the fp_temp/TPMFOSD
directory.
UNIX
2000
Linux
Extract
the binary file from the
fp_temp/TPMFOSD folder to the
installation directory for Tivoli
Provisioning Manager for OS
Deployment. The fp_temp
directory is where you
extracted the core component
upgrade package files.
2. Continue the upgrade using the
paramater -SkipTPMFOSD.
Tivoli Monitoring Agent upgrade stopping the agent
1. Check the log files to determine
the problem.
TIO_LOGS/fixpack/itmagentStop.log
2. Resolve the cause and then try
again.
Tivoli Monitoring Agent upgrade installing the agent
1. Check the log files to determine
the problem.
TIO_LOGS/fixpack/
itmagentUpgrade_<timestamp>
2. Resolve the cause of the problem.
ITM_HOME/logs
3. Uninstall the agent and then try
again.
TMA upgrade - installing the
language pack
1. Check the log files to determine
the problem.
TIO_LOGS/fixpack/
itmagentUpgrade_<timestamp>
2. Resolve the cause and then try
again.
ITM_HOME/logs
Chapter 2. Installation and upgrade problems
47
Step during upgrade where the
problem occurs
Resolving the problem
Log files
Tivoli Monitoring Agent upgrade starting the agent
1. Check the log files to determine
the problem.
TIO_LOGS/fixpack/itmagentStart.log
2. Resolve the cause and then try
again.
Running master tcdriver
1. Start WAS.
2. Check the
_master_tcdriver_update
workflow execution log and
determine which migration
workflow failed.
TIO_LOGS/fixpack/
*Upgrade_<timestamp>.log
TIO_LOGS/runmastertcdriverupdate.log
3. Check the log files to determine
the problem.
4. Resolve the cause of the problem.
5. Stop WAS.
6. Try again.
Recovery steps for problems during the agent manager upgrade
See the following information to recover from problems during the agent manager upgrade.
Symptoms
The upgrade of the agent manager fails during the Tivoli Provisioning Manager upgrade from version 7.1
to version 7.1.1.
Resolving the problem
Perform the following steps:
1. Uninstall the agent manager. For more information, see the Installation Guide. If the agent manager
cannot be uninstalled, delete the AM_HOME directory and then remove the agent manager entries
from the vpd.script file:
v
Windows
2000
v
AIX
v
2000
Linux
%CommonProgramFiles%\InstallShield\Universal\common\Gen2\_vpddb\vpd.script
/usr/lib/objrepos/InstallShield/Universal/common/Gen2/_vpddb/vpd.script
/root/InstallShield/Universal/common/Gen2/_vpddb/vpd.script
Remove the following lines:
INSERT INTO INSTALLED_SOFTWARE_OBJECT VALUES(1,’4886af1c5eb4f6c75d84991853b6aa2f’,
’C:\PROGRA~1\IBM\AGENTM~1’,1,’1.4.2.0’,3,’true’,NULL,’false’,’IBM’,’http://www.ibm.com’,
’product1’,’Agent Man-ager’,NULL,’"_uninst" "uninstall.jar" "uninstall.dat" "assembly.dat"
"run.inf" "C:\\Program Files\\Common Files\\InstallShield\\Universal\\common\\Gen2\\
engine\\1.0\\engine.jar" "C:\\Program Files\\Common Files\\InstallShield\\Universal\\
common\\Gen2\\engine\\1.0\\ext" "" ""’,’true’,’true’,’1.0.18’)
INSERT INTO INSTALLED_SOFTWARE_OBJECT VALUES(2,’eef68f520521fc598b01e2c8daa709c6’,
’C:\PROGRA~1\IBM\AGENTM~1’,1,’’,3,’true’,NULL,’false’,NULL,NULL,’feature1’,
’Agent Manager Core Compo-nents’,NULL,NULL,’false’,’false’,’1.0.18’)
INSERT INTO INSTALLED_SOFTWARE_OBJECT VAL-UES(3,’3d60d0422dd1b2b8340e40a0eccf770e’,
’C:\PROGRA~1\IBM\AGENTM~1’,1,’’,3,’true’,NULL,’false’,NULL,NULL,’component1’,
’Agent Manager Windows’,NULL,NULL,’false’,’false’,’1.0.18’)
INSERT INTO PARENT_SOFTWARE_OBJECT_TABLE VALUES(3,2)
INSERT INTO PARENT_SOFTWARE_OBJECT_TABLE VALUES(2,1)
INSERT INTO PARENT_SOFTWARE_OBJECT_TABLE VALUES(1,1)
48
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
INSERT
INSERT
INSERT
INSERT
INSERT
INTO
INTO
INTO
INTO
INTO
DATABASE_META VALUES(’2’)
LOCAL_PERSISTED_VARIABLES_TABLE
LOCAL_PERSISTED_VARIABLES_TABLE
LOCAL_PERSISTED_VARIABLES_TABLE
LOCAL_PERSISTED_VARIABLES_TABLE
VALUES(1,’WAS_PASS’,’’,NULL,’false’)
VALUES(1,’CONTAINER_WAS’,’true’,NULL,’false’)
VALUES(1,’CONTAINER_EWAS’,’’,NULL,’false’)
VALUES(1,’WAS_USER’,’’,NULL,’false’)
2. Install the agent manager again using the agent manager image file:
a. Extract the agent manager image <fp_temp>/CAS/AM_V142_PLATFORMS.[zip|tar] into a location on
your computer.
b. Run the setupPLATFORM.[exe|bin] file.
c. Select Custom for the installation type and click Next.
d. Select the agent manager installation directory.
e. Select the Install from relocation image check box.
f. Select the backup file in the Relocation Image File Name field.
g. Select an empty temporary folder in the Relocation Temporary Storage Directory Name field.
3. Perform the rest of the steps in the wizard to complete the installation.
4. Run the following command:
MigrationClosureTool -close –force
This tool is located in the AM_HOME/toolkit/bin directory.
5. Restart the agent manager server.
Slow verification and copying of NFS mounted images during core
component installation of WebSphere Application Server
Checksum validation can be skipped.
Symptoms
NFS mounted images are used and the checksum validation is slow.
Resolving the problem
Remove the md5 directory under<DVD_ image_ location>/install.
DB2 transaction log error during the base services upgrade of Tivoli
Provisioning Manager
See the following information to recover from problems during the base services upgrade.
Symptoms
DB2 transaction log error causes a failure of the base services upgrade.
Causes
The upgrade of the base services fails due to transaction log for the database is full during the Tivoli
Provisioning Manager upgrade from version 7.1 to version 7.1.1.
Resolving the problem
1. Increase the transaction log by running the following commands:
db2 update db cfg for maxdb71 using LOGFILSIZ 20000
db2 update db cfg for maxdb71 using LOGPRIMARY 50
db2 update db cfg for maxdb71 using LOGSECOND 100
2. Try the upgrade again.
Chapter 2. Installation and upgrade problems
49
Using the integrity checker tool
The Maximo® integrity checker tool can produce false error messages, and can corrupt the database if
used with the fix option.
Ignore error messages
The Maximo integrity checker tool reports spurious errors when run against Tivoli Provisioning Manager
database tables. These errors can be ignored safely, because they do not impact the functioning of the
Tivoli Provisioning Manager. The error messages can still be used to diagnose errors in other tables
within the database.
Avoid the fix option
The Maximo integrity checker tool must not be used with the fix option against the Tivoli Provisioning
Manager database, because this will cause corruption. If the integrity checker is run against the database,
the database will need restoration from a clean backup.
For more information about the integrity checker, see the Maximo Migration Manager Guide in the Tivoli
Provisioning Manager information center.
Problems during middleware installation
See the following information to diagnose and resolve middleware installation errors.
Links in the launchpad do not work
Symptoms
If the installation binary files are copied in a Windows mapped network drive, and the launchpad.exe file
is run from there, the following links in the launchpad do not work:
v 1.3 Back up WebSphere Configuration,
v 2.4 Back up base service Home Directory
v Start backup
Resolving the problem
1. Copy the launchpad.exe , launchpad.ini files, the launchpad folder and the install/tools folder to
your local hard disk directory.
2. Run the launchpad.exe file from your local hard drive directory to back up the WebSphere
Application Server and base services.
Errors with the middleware installer
Solutions to installation errors regarding insufficient disk space and the middleware installer.
Symptoms
AIX
On AIX®, the middleware installer reports that you have insufficient disk space.
1.
2. The solution installer is included with some IBM products. If the middleware installer detects an
existing installation and the service is not started, an error is displayed.
Resolving the problem
1. If the middleware installer reports insufficient disk space, make more disk space available on the
computer, and then restart the middleware installer program. Check the disk space requirements in
the installation guide.
50
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
2. If the solution installer was previously installed by another product, you must start it manually before
running the middleware installer.
a. Check for an existing installation of solution installer. The default installation location is:
v
Windows
2000
C:\Program Files\IBM\Common\acsi
UNIX
/usr/ibm/common/acsi
v
b. If an installation exists, check that the deployment engine is working:
1)
Windows
2000
Run the command setenv.
2) Run the following command from the solution installer directory.
Windows
2000
listIU.cmd
UNIX
./listIU.sh
If the deployment engine installed correctly, you receive output similar to the following :
IU
UUID: DDCE934782398B3E81431666515AC8B5 Name: DE Extensions
Interfaces CLI IU
Version: 1.3.1
IU
UUID: C37109911C8A11D98E1700061BDE7AEA Name: Deployment
Engine IU
Version: 1.3.1
IU
RootIU UUID: D94240D11C8B11D99F2D00061BDE7AEA
Name:
Install IU
Version: 1.3.1
c. If solution installer is already installed, start the service.
Windows
2000
Check the Services control panel. If the IBM ADE service is not running, start it.
UNIX
2000
Linux
1) Type ps -ef|grep acsisvc.
2) If the service is running, you the process and an associated PID are displayed. If the
service is not running, run the command:
/usr/ibm/common/acsi/bin/acsisrv.sh -start
DB2 installation fails when configured names do not match
The node name and host name must match when installing DB2.
Symptoms
DB2 installation stops halfway when the configured node name is different from the configured host
name.
Causes
The DB2 installation uses the uname -n command to obtain the node name of the computer. Typically, the
node name is the same as the host name that is returned with the hostname command. Tivoli Provisioning
Manager installation requires that the host name and the node name of the computer are identical.
Resolving the problem
Check the value of the host name and node name. You must change the node name if it does not match
the host name.
1. Run the command hostname to obtain the host name.
2. Run the command uname -n to obtain the node name.
3. If the node name is different than the host name:
Chapter 2. Installation and upgrade problems
51
a. Log on as root.
b. Change the node name to match the host name. For example, to change the node name to
myserver, run the following command:
uname -S myserver
Database error during installation
You might receive an error stating that the DB2INSTANCE variable is missing, but it can be disregarded.
Symptoms
v You receive this error during installation.
SQL1390C The environment variable DB2INSTANCE is not defined or is
invalid.
v The following message appears in the DB2 installation log called db2inst.log:
1: WARNING:A minor error occurred while installing "DB2 Enterprise Server
Edition" on this computer. Some features may not function correctly.
Causes
This is a known issue. This error occurs because Tivoli Provisioning Manager is initially deployed
without any DB2 instances. The DB2INSTANCE variable is defined later in the installation process.
Resolving the problem
This error message can be disregarded.
Error when extracting DB2 package during installation
The tar utility cannot extract files with very long paths. If this limitation occurs when extracting the DB2
package on Solaris 10, use the GNU tar utility instead.
Symptoms
While attempting to extract the DB2 package on Solaris 10, the workflow might generate the following
error:
tar: ././@LongLink: typeflag ’L’ not recognized, converting file.
Causes
This problem is caused by a limitation of the tar utility, which prevents extracting very long paths.
Resolving the problem
Use the GNU tar utility instead. Download and install the GNU tar utility for your Solaris version and
platform (SPAC/x86). After installation, make sure that the new version of tar will be used by default by
adding it to the PATH variable. For example: PATH=/usr/local/bin:$PATH. You can check the tar version
that is used by default by running the command: <i>tar --version.
Cannot connect to Tivoli Directory Server
Tivoli Directory Server must be installed and running before you install Tivoli Provisioning Manager.
Symptoms
During the Tivoli Provisioning Manager installation, the system might indicate that it cannot connect to
the IBM Tivoli Directory Server.
52
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Causes
This error occurs because Tivoli Directory Server was not started before running the installer. Tivoli
Directory Server must be started before you install Tivoli Provisioning Manager so that the installer can
connect to it.
Resolving the problem
1. Ensure that Tivoli Directory Server is installed:
a. If the installation destination directory was created, check the installation log file for the directory
server:
v
Windows
2000
v
UNIX
: C:\IBM\LDAP\ldapinst.log
2000
Linux
: /usr/ldap/ldapinst.log
After the installation of the directory server is complete, an LDAP database must be created within
DB2. For more information, refer to the Installation Guide for Tivoli Provisioning Manager 7.1.1.
The ldapcfg.stat file shows the syntax that was used at the time of the database creation:
C:\IBM\ldap\bin\ldapcfg -n -a db2inst1 -w password -d LDAP -l
C: -c -f C:\IBM\ldap\tmp\ldapcfg.dat
The ldapcfg.stat file is located in the following directory:
v
Windows
2000
: C:\IBM\ldap\tmp\ldapcfg.stat
UNIX
2000
Linux
: /usr/ldap/tmp/ldapcfg.stat
v
2. Verify the status of the directory server, using the ibmdirctl tool, located in the C:\IBM\ldap\bin
2000
UNIX
2000
Linux
, or in the /usr/ldap/bin directory on
. Type the following
directory on Windows
command to check the directory server status:
ibmdirctl -D cn=root -w <password> status
3. If the directory server is not started, start it by using the following command:
start: ibmdirctl -D cn=root -w <password> status
Cannot connect to the database server during installation
The database server must be installed and running before you install Tivoli Provisioning Manager.
Symptoms
During the installation, the system indicates that it cannot connect to the database.
Causes
This error occurred because the database was not started before running the installer. The database server
must be started before you install Tivoli Provisioning Manager, so that the installer can connect to it.
Resolving the problem
Ensure that the database server is installed. Verify the status of the database server. If it is not started,
start it. Use the following commands to start the DB2 server:
v
Windows
2000
v
UNIX
: DB2 - <instance_name>
: $db2start
If the database server was successfully started, you can see the following output:
db2start 12-21-2004 14:44:01 0 0 SQL1063N
DB2START processing was successful. SQL1063N
DB2START processing was successful
Chapter 2. Installation and upgrade problems
53
You must also verify whether the required port is available:
netstat -an |grep 50000
Installation of DB2 client on Windows 2003 fails
The version of DB2 Administration Client that is designed for 64-bit systems is not supported on
Windows 2003 operating systems. Use the 32-bit version instead.
Symptoms
Installing the DB2 client on Windows 2003 fails.
Causes
The CD used for installing the DB2 client, DB2 Administration Client, Version 8.1 on 64–bit systems, is
not supported on Windows 2003 operating systems.
Resolving the problem
Use the DB2 Administration Client, Version 8.1 for Windows operating systems on 32–bit systems CD
instead.
Tivoli Directory Server installation step fails during Tivoli Tivoli
Provisioning Manager installation
The Tivoli Directory Server instance creation will fail if it cannot write files to the home directory of the
LDAP instance user or if the home directory does not exist.
Symptoms
During the Tivoli Management Agent installation, the Tivoli Directory Server installation step fails. The
log file /tmp/itds60/idsicrt.log has an error message similar to the following:
GLPICR058E: The specified directory, /home/ldapinst,
is not a valid directory, does not exist, or is not writable.
Causes
The LDAP instance user was manually created but the associated home directory does not exist. This
causes the Tivoli Directory Server instance creation to fail because it cannot write files to the home
directory of the LDAP instance user.
Resolving the problem
If the LDAP instance user is manually created, check to ensure that the home directory exists and that it
is writable by the LDAP instance user.
The Microsoft Active Directory configuration fails
The Microsoft Active Directory SSL certificate must be generated and configured manually.
Symptoms
The Microsoft Active Directory configuration fails.
Causes
54
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
The Microsoft Active Directory SSL certificate is missing. If you run the Tivoli Provisioning Manager
installer without the SSL certificate, the Microsoft Active Directory configuration will fail.
Resolving the problem
This is a manual configuration step that you must complete before you install Tivoli Provisioning
Manager.
1. Generate the SSL certificate on the Microsoft Active Directory server.
2. Install the SSL certificate on the client.
3. Import the schema.ldif and ldap.ldif files into the Microsoft Active Directory server. Instructions for
this step are found in Tivoli Provisioning Manager Installation Guide Version 7.1.1
Error configuring database during middleware installation
An error occurs during the database configuration because of missing XML files when installing the
middleware.
Symptoms
File corruption leads to missing XML files.
Causes
Older versions of Winzip causes an incompatibility problem.
Resolving the problem
Use a newer version of Winzip.
The Tivoli Provisioning Manager installation fails with incorrect
certificate value
If your Tivoli Provisioning Manager installation fails with error code 1005, it is because your Microsoft
Active Directory certificate value is incorrect.
Symptoms
The Tivoli Provisioning Manager installation exits with error 1005.
Causes
The Microsoft Active Directory certificate is missing but the user enters a value for the certificate location
during the install. If the file does not exist, then the error occurs. There is no other information available
with this error code.
Resolving the problem
Ensure that you have a correct certificate value.
WAS_HOME error when using login window manager
If you use a login window manager like Common Desktop Environment (CDE), it might bypass the user
profile file for tioadmin. When the profile file is bypassed, the system cannot create a complete login
environment, causing an error.
Symptoms
Chapter 2. Installation and upgrade problems
55
When starting Tivoli Provisioning Manager using a login window manager such as the Common Desktop
Environment (CDE), a message informs you that WAS_HOME is not set.
Causes
The login window manager might have bypassed the required user profile file.
The tioadmin user uses the bash shell as the login shell, which is supported for a line-mode login (for
example, using telnet). If you use a login window manager, it might bypass the .profile file for
tioadmin. When the profile file is bypassed, the system cannot create a complete login environment.
Resolving the problem
1. Create the .bashrc file in the tioadmin home directory, and insert the following line: $HOME/.profile
2. Save the file.
3. Edit the .dtprofile in the tioadmin home directory and remove the comment from the line:
DTSOURCEPROFILE=true. This file is created automatically when user tioadmin logs in to the login
window manager for the first time.
4. Login as tioadmin again to the login window manager.
Base services installation does not accept LDAP names with spaces
Add quotation marks (" ") around the LDAP distinguished names if you need to include spaces.
Symptoms
Manually entering the User base entry and Group base entry LDAP information during the base services
installation causes the LDAP validation to fail.
Causes
Spaces in the LDAP distinguished names are not supported.
Resolving the problem
Add quotation marks (" ") around the LDAP distinguished names. For example, if the distinguished
names for your User base entry is Test Users and LDAP Test, add quotation marks around the
distinguished names.
ou="Test Users",ou="LDAP Test",DC=mydomain,DC=tod,DC=ibm,DC=com
Java runtime error on Linux
The Tivoli middleware installer fails on Linux with an error stating that Java Runtime Environment was
not found.
Symptoms
The Tivoli middleware installer fails on Red Hat Enterprise Linux. Systems with SELinux enabled display
an error message stating that the Java Runtime Environment (JRE) was not found on the system.
Resolving the problem
Implement one of the following solutions:
v Temporarily disable SELinux by using the setenforce 0 command, run the install, and then re-enable
SELinux by using the setenforce 1 command.
v Manually issue the chcon -R -t textrel_shlib_t <install_dir/jvm/jre> command.
56
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v Edit the /etc/selinux/config file and set SELINUX to either permissive or disabled. This solution,
however, affects the level of security for the entire system.
Encountering error CTGIN9042E
During middleware installation using the middleware installer, you might encounter error CTGIN9042E
which occurs during the install step for WebSphere Application Server Network Deployment 6.1.
Before you begin
Provisioning Manager
If you encounter error CTGIN9042E during the normal use of the middleware installation program, it
might be related to stale entries in the CEI registry.
In order to troubleshoot this error, complete the following steps:
Procedure
1. First check de_processreq.log for failures related to VerifyLogsInInstallLogs Action. The
de_processreq.log file can be found at:
<workspace>\<machine name>\deploymentPlan\MachinePlan_<computer shortname>
\00009_WAS_ND_6.1\install\01_BASE/[INSTALL_<processing.req.id>]/logs/de_processreq.log
So, for example, if the workspace is located at: C:\ibm\tivoli\workspace, the computer name is
mycomputer, and the processing.req.id is created as a date_timestamp, then the de_processreq.log
would be located in:
C:\ibm\tivoli\mwi\workspace\mymachine.ibm.com\deploymentPlan\MachinePlan_mymachine\
00009_WAS_ND_6.1\install\01_BASE\[INSTALL_1130_06.54]\logs
2. Next, check for any stale WebSphere Application Server Network Deployment entries:
a. Extract the native image of WebSphere Application Server Network Deployment:
Windows
WAS-ND_WindowsIA32_Custom_v61023
LINUX
WAS-ND_LinuxIA32_Custom_v61023.tar.gz
AIX
WAS-ND_AIXppc64_Custom_v61023.tar.gz
b. Open the console window.
c. Navigate to the bin folder of extracted image. For example:
\WAS\installRegistryUtils\bin
d. List registry entries:
Windows
installRegistryUtils.bat -listProducts
UNIX installRegistryUtils.sh -listProducts
e. Check for WebSphere Application Server Network Deployment related entries. If any WebSphere
Application Server Network Deployment entries are listed, even if you have successfully
uninstalled WebSphere Application Server Network Deployment, you will need to clean the
registry entry.
3. Clean the registry entries:
a. Clean WebSphere Application Server Network Deployment entries from the registry:
installRegistryUtils -cleanProduct -offeringID ND -installLocation
<WAS installation location path>
Chapter 2. Installation and upgrade problems
57
b. Edit the vpd.properties file, remove any WebSphere Application Server Network Deployment
entries, and then save the file. The file is located in the installation directory of the operating
system:
Windows
C:\WINNT directory or C:\windows directory
UNIX /usr/lib/objrepos/
4. After cleaning the registry, run the middleware installation program again and Restart the plan.
WebSphere Application Server Network Deployment will now be successfully installed in the default
location, for example, C:\Program Files\IBM\WebSphere\AppServer for Windows.
Uninstallation of WebSphere Application Server Network Deployment
fails after unsuccessful binding to the LDAP directory
You encounter an error during the installation of WebSphere Application Server Network Deployment
using the middleware installation program and then when you attempt to undeploy the middleware
deployment plan related to unsuccessful binding to the LDAP directory.
Before you begin
When using the middleware installation program, you encounter the option to configure WebSphere
Application Server Network Deployment security with an existing remote LDAP directory. The remote
LDAP directory can be hosted by either Microsoft Active Directory or by IBM Tivoli Directory Server. In
order to configure WebSphere Application Server Network Deployment successfully, you need to provide
the credentials to access the remote LDAP server. The set of credentials include:
v Host name or IP address
v Port in which LDAP server is running
v LDAP base entry
v User, Group and Organization suffix
v Bind DN and password
Also the WebSphere Application Server Network Deployment Administrator user ID and password must
have existing entries in the remote LDAP Directory. If you provide the middleware installation program
with the wrong credentials, the installation will fail at the WebSphere Application Server Network
Deployment configuration step. Once the initial installation has failed, the uninstallation (undeployment)
of the deployment plan will also fail due to incorrect credentials given at the time of installation.
WebSphere Application Server Network Deployment will not be able to issue the stopManager command
in order to stop the ctgDmgr01 profile. This will result in the following error:
SECJ0305I: The role-based authorization check failed for admin-authz operation
Server:stop:java.lang.Boolean:java.lang.Integer. The user UNAUTHENTICATED
(unique ID: unauthenticated) was not granted any of the following required roles:
operator, administrator.
To resolve the problem:
Procedure
1. For UNIX systems, complete the following steps:
a. List Java processes.
ps -ef | grep -i java
b. Locate the process-id of the Java thread: <WebSphere Install Location>/java/bin/java and then
kill the process.
kill -9 <process-id>
c. Restart the middleware installation program to undeploy the plan.
58
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
2. For Windows systems, complete the following steps:
a. In Services control panel, change the startup type of the following WebSphere Application Server
Network Deployment entries from Automatic to Manual.
IBM WebSphere Application Server V6.1 - ctgCellManager01
IBM WebSphere Application Server V6.1 - nodeagent
b. Restart the system.
c. Restart the middleware installation program to undeploy the plan.
Problems during base services installation
See the following information to diagnose and resolve base services installation errors.
Links in the launchpad do not work
Symptoms
If the installation binary files are copied in a Windows mapped network drive, and the launchpad.exe file
is run from there, the following links in the launchpad do not work:
v 1.3 Back up WebSphere Configuration,
v 2.4 Back up base service Home Directory
v Start backup
Resolving the problem
1. Copy the launchpad.exe , launchpad.ini files, the launchpad folder and the install/tools folder to
your local hard disk directory.
2. Run the launchpad.exe file from your local hard drive directory to back up the WebSphere
Application Server and base services.
Recovering from problems during the base services installation
If the base services installation fails, restore WebSphere Application Server and the database to their
previous states, and then start the base services installation again.
Symptoms
Installation failed during the base services installation with the error message Failed to install IBM
Tivoli Provisioning Manager base services.
Resolving the problem
1. Uninstall the base services. For more information, see Uninstalling the base services and web
components.
2. Log on to the computer where WebSphere Application Server is installed and recover the backup
data.
a. Stop WebSphere Application Server Network Deployment.
Windows
2000
WAS_HOME\profiles\ctgAppSrv01\bin\stopServer.bat MXServer -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME\profiles\ctgAppSrv01\bin\stopNode.bat -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME\profiles\ctgDmgr01\bin\stopManager.bat -user <wasadmin_user> -password <wasadmin_password>
UNIX
2000
Linux
WAS_HOME/profiles/ctgAppSrv01/bin/stopServer.sh MXServer -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME/profiles/ctgAppSrv01/bin/stopNode.sh -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME/profiles/ctgDmgr01/bin/stopManager.sh -user <wasadmin_user> -password <wasadmin_password>
b. Restore ctgDmgr01 configuration. Enter the command on a single line.
Windows
2000
Chapter 2. Installation and upgrade problems
59
WAS_HOME\bin\restoreConfig.bat c:\backups\dmgr_beforeMBSbackup.zip -logfile
c:\backups\restore_dmgr.log -user <wasadmin_user> -password <wasadmin_password> -profileName ctgDmgr01
UNIX
2000
Linux
WAS_HOME/bin/restoreConfig.sh /var/tmp/TPMInstallBackup/WASBackup_beforeBSI_DMProfile.zip -logfile
/tmp/restore_dmgr.log -user <wasadmin_user> -password <wasadmin_password> -profileName ctgDmgr01
c. Restore ctgAppSrv01 configuration. Enter the command on a single line:
Windows
2000
WAS_HOME\bin\restoreConfig.bat c:\backups\appSrv01_beforeMBSbackup.zip -logfile
c:\backups\restore_appSrv01.log -user <wasadmin_user> -password <wasadmin_password>
-profileName ctgAppSrv01
UNIX
2000
Linux
WAS_HOME/bin/restoreConfig.sh /var/tmp/TPMInstallBackup/WASBackup_beforeBSI_AppSrvProfile.zip -logfile
/tmp/restore_appSrv01.log -user <wasadmin_user> -password <wasadmin_password>
-profileName ctgAppSrv01
3. Log on to the database server as the database instance owner and recover the database. The following
instructions are for DB2. For Oracle database recovery, see your Oracle documentation.
a.
Windows
2000
Run the following commands:
set DB2INSTANCE=CTGINST1
db2cmd
b. Run the command to restore the database. Enter the command on a single line.
db2 restore database MAXDB71 user ctginst1 using <instance owner password> from <DB2_BACKUP_DIR>
with 3 buffers buffer 1000 without rolling forward without prompting
4. If you are using the base services for other products that are installed in the same environment as
Provisioning Manager, restore the deployment engine database to the state before installing the base
services. For more information, see ../com.ibm.tivoli.tpm.ins.doc/install/t_ccmdb_restorede.dita.
5. Log on to the computer where WebSphere Application Server is installed and start WebSphere
Application Server.
Windows
2000
WAS_HOME\profiles\ctgDmgr01\bin\startManager.bat
WAS_HOME\profiles\ctgAppSrv01\bin\startNode.bat
WAS_HOME\profiles\ctgAppSrv01\bin\startServer.bat MXServer
UNIX
2000
Linux
WAS_HOME/profiles/ctgDmgr01/bin/startManager.sh
WAS_HOME/profiles/ctgAppSrv01/bin/startNode.sh
WAS_HOME/profiles/ctgAppSrv01/bin/startServer.sh MXServer
6.
Restart the base services installation. For more information, see Installing the base services.
Deployment of MAXIMO.ear fails
The port settings need to be properly set up on both the provisioning server and on the administrative
workstation where the base services are installed.
Symptoms
The base services WebSphere Application Server trace logs indicate that there was a file transfer error for
MAXIMO.ear.
Causes
The port settings might not be properly set up.
Resolving the problem
60
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Verify the port settings on both the provisioning server and on the Windows computer where the base
services are installed. On both computers, ensure that the port speed settings for the network interface
card and for the port switch match. Setting the port speed to bidirectional communication on both the
network interface card and on the port switch is recommended.
Error CTGIN2252I during base services installation
If you did not encounter other installation errors for the Web components and you can successfully log
on to the web interface, you can continue with installation.
Symptoms
At the end of base services installation, the following error is displayed:
CTGIN2252I: Can not access to base services web application.
Causes
At the end of the base services installation, the installer tries to connect to the Web application. The
connection might fail if the Web application is not yet running on the application server.
Resolving the problem
If you did not encounter other installation errors for the Web components and you can successfully log
on to the web interface, you can continue with installation. To log on to the web interface, open a
browser window and type https://host_name:port/maximo, where host_name is the fully-qualified
domain name of the provisioning server and the default port number is 9443.
Errors CTGIN2381E or CTGIN2489E during Maximo database upgrade
By failing to commit environmental changes when installing a second ISM family product on a system
that already hosts another ISM family product, this error might be displayed during middleware
installation.
Symptoms
One of the following error messages can occur either in an installation panel, or the
CTGInstallTrace00.log file:
CTGIN2381E: Maximo Database upgrade command failed. Command: Database Upgrade command validation failed.
CTGIN2381E: Maximo updatedb utility would fail.
The following message can occur in the CCMDB_install.log file:
CTGIN2489E: The Maximo database contains backup tables that must be manually
removed before this update can be applied. Please refer to the readme information
that came with this update or the upgrade section of the guide for Planning and
installing the product for more information.
Causes
This message indicates that there were changes made in your environment that need to be committed in
the database before new products can be added into the database.
Resolving the problem
To commit the pending database changes:
1. Click Go To > System Configuration > Platform Configuration > Database Configuration.
2. From the Select Action menu, click Manage Admin Mode.
Chapter 2. Installation and upgrade problems
61
Click Turn Admin Mode ON.
Click OK, then wait for about five minutes for the change to take effect.
From the Select Action menu, click Apply Configuration Changes, then monitor to completion.
Click Go To > System Configuration > Platform Configuration > Database Configuration.
From the Select Action menu, click Manage Admin Mode.
3.
4.
5.
6.
7.
Click Turn Admin Mode OFF.
Stop the MXServer.
In the directory c:\ibm\smp\maximo\tools\maximo, run configdb.bat once, and dropbackup.bat twice.
If you get any error messages, run these scripts again.
Continue with the installation.
8.
9.
10.
11.
12.
The base services installation fails
Make sure the deployment engine is running when installing the base services.
Symptoms
The following message is displayed at the end of the base services installation:
The installation is finished, but some serious errors occurred during the install.
The error message tells you to check the file CTGInstallTrace00.log. The log file contains an error similar
to the following example:
** ERROR: Autonomic Deployment Engine installation/upgrade failure.
Return code: 3
Failure: DE in use or general failure
See the CCMDB si_inst.log and DE logs for additional information.
If you continue with Web components installation on the same computer, the installation fails.
Causes
There are several possible causes for this error.
Resolving the problem
Verify the following:
1. Change to the following directory.
v
C:\Program Files\IBM\Common\acsi
Windows
2000
/usr/ibm/common/acsi
2. Clean up any existing .lck files.
v
UNIX
Note: If you created images after completing stages of the Tivoli Provisioning Manager installation,
the lock files might have been present in an image of the computer that you recovered before running
the Web components installer.
3. Verify that the deployment engine is running. Check the Services control panel. If the IBM ADE
service is not running, start it.
4.
Windows
2000
Set the environment:
setenv.cmd
5. Run the following command from the solution installer directory.
Windows
2000
listIU.cmd
62
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
UNIX
./listIU.sh
If the deployment engine engine installed correctly, you receive output similar to the following
example:
IU
UUID: DDCE934782398B3E81431666515AC8B5 Name: DE Extensions
Interfaces CLI IU
Version: 1.3.1
IU
UUID: C37109911C8A11D98E1700061BDE7AEA Name: Deployment
Engine IU
Version: 1.3.1
IU
RootIU UUID: D94240D11C8B11D99F2D00061BDE7AEA
Name:
Install IU
Version: 1.3.1
6. If the deployment engine is not running properly:
a. Copy %TEMP%\CCMDBTaskStore (Windows) or /tmp/CCMDBTaskStore (UNIX) to the Maximo_HOME
directory to back it up because sometimes it gets deleted. The default location is:
v
Windows
2000
v
UNIX
C:\ibm\SMP
2000
Linux
/opt/IBM/SMP
b. In Maximo_HOME\de directory, reinstall the deployment engine.
Windows
2000
si_inst.bat
UNIX
./si_inst.sh
c. Run the listIU command again.
d. If the deployment engine is still is not running properly, restart the administrative workstation and
copy Maximo_HOME\CCMDBTaskStore back to %TEMP% or /tmp.
e. Ensure that the deployment engine service is running.
f. Run the listIU command again to verify the deployment engine installation.
7. Change to the Maximo_HOME\bin directory and run the following command:
solutionInstaller -action showinstalled -type all
8. Continue the base services installation. In the Maximo_HOME\scripts directory, run the following
2000
command: Windows
taskRunner.bat CONTINUE STOPONERROR
UNIX
./taskRunner.sh CONTINUE STOPONERROR
base services installer fails to validate the installation
Symptoms
When you have more than one middleware node installed and you import the middleware configuration
information, the base services installation fails.
Causes
Middleware installed on different computers, with multiple middleware installer workspaces contain
fragments of the middleware configuration information. When you run the base services installation, it
fails because it does not have the complete set of data.
Resolving the problem
When running the base services installation, deselect the Import data from Middleware Installer
workspace check box, and type all the middleware information.
Chapter 2. Installation and upgrade problems
63
Problems removing PortalLogTraceAnalyzer.war
If the language pack installation fails to remove PortalLogTraceAnalyzer.war, follow these steps to
remove it manually.
Symptoms
During language pack installation, the installation fails to remove PortalLogTraceAnalyzer.war. The
following log files indicate this error. The Maximo_HOME directory is the default installation directory for
the base services. The default location of Maximo_HOME is:
v
Windows
2000
C:\Program Files\IBM\Common\acsi
UNIX
/usr/ibm/common/acsi
v
v Maximo_HOME\solutions\logs\LTA_WAR_Package\Lang_Pack_Remove_Portal_LTA_WAR.err
This file indicates that PortalLogTraceAnalyzer.war was not found. Example error:
Failure to remove old WAR install directory:
"/usr/IBM/WebSphere/AppServer/systemApps/isclite.ear/PortalLogTraceAnalyzer.war".
v Maximo_HOME\solutions\logs\LTA_WAR_Package\Lang_Pack_Remove_Portal_LTA_War.out
This file indicates that PortalLogTraceAnalyzer.war was not removed. Example error:
Removing old WAR Install directory:
/usr/IBM/WebSphere/AppServer/systemApps/isclite.ear/PortalLogTraceAnalyzer.war
Checking for success of removal operation...
Failure: old WAR Install directory "/usr/IBM/WebSphere/AppServer/systemApps/
isclite.ear/PortalLogTraceAnalyzer.war" still exists.
ERRORLEVEL was 1 from command.
Resolving the problem
1. On DVD 1, extract the files CTGPSIDeploymentServices.jar and appInstall.py from
7.1.1.3-TIV-MBS-FP0003.zip.
2. Copy the CTGPSIDeploymentServices.jar to C:\ibm\SMP\lib and replace the existing file.
3. Copy the appInstall.pyr to Maximo_HOME\scripts\was and replace the existing file.
4. Complete the following steps to remove all references to the partially installed Log Analyzer WAR
file. The following steps are the general .war recovery procedure.
Note: Elements of your specific .war may not be present in all the XML files below. In these cases,
you can continue to the next step.
a. Stop WebSphere Application Server.
b. Navigate to WAS_HOME/profiles/DmgrProfileName/config/cells/CellName/applications/
isclite.ear/deployment/isclite
c. Open the deployment.xml file and remove the entries for your deployed war files. Remove
everything between <modules> and </modules>. Save and close. For example:
<modules xmi:type="appdeployment:WebModuleDeployment" xmi:id="WebModuleDeployment_1210297381781"
deploymentId="1" startingWeight="10000" uri="PortalLogTraceAnalyzer.war">
<targetMappings xmi:id="DeploymentTargetMapping_1210297381781" target="ServerTarget_1210284539078"/>
<classloader xmi:id="Classloader_1210297381781" mode="PARENT_LAST"/>
</modules>
d. In the same directory, delete the directories for the corresponding .war deployment that failed.
e. Navigate further down to the /isclite.war/WEB-INF directory.
f. Open the components.xml file and remove the entries for your deployed WAR files. Remove
everything between <registry:component> and </registry:component>. Save and close. Example:
<registry:component contextRoot="cells\ctgCell01\applications
\isclite.ear\deployments\isclite\PortalLogTraceAnalyzer.war
\WEB-INF" id="com.ibm.ac.lta.web.ui.WebClientPortlet" version="4.2.2.1">
<registry:title>
<base:nls-ref key="javax.portlet.title"
64
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
locationName="classes/WebClient/nl/app_properties"/>
</registry:title>
<registry:about-page>
com.ibm.ac.lta.web.ui.layoutElement.D</registry:about-page>
<registry:portletApplication id="com.ibm.ac.lta.web.ui.WebClientPortlet"
name="PortalLogTraceAnalyzer.war"/>
</registry:component>
g. Open the navigation.xml file and remove the entries for your deployed WAR files. Remove
everything between <navigation:nav-element> and </navigation:nav-element>. Save and close.
Example:
<navigation:nav-element isWscNode="false"
layout-element-ref="com.ibm.ac.lta.web.ui.layoutElement.A"
moduleID="com.ibm.ac.lta.web.ui.WebClientPortlet" nodeType="page"
uniqueName="com.ibm.ac.lta.web.ui.WebClientPortlet-SPSVScom.ibm.ac.lta.web.ui.LogAnalyzer" wscRole="Maximo Administrator,
administrator">
<navigation:title>
<base:nls-ref key="javax.portlet.title"
locationName="classes/WebClient/nl/app_properties"/>
</navigation:title>
<navigation:parentTree ordinal="100"
parentTreeRef="com.ibm.isc.commontasks.node.problem.84a3d05711"/>
</navigation:nav-element>
h. Open the portletEntities.xml file and remove the entries for your deployed WAR files. Remove
everything between <portletentities:application-definition> and
</portletentities:application-definition>. Save and close. Example:
<portletentities:portlet-entity uniqueName=
"com.ibm.ac.lta.web.ui.About_Log_And_Trace_Analyzer.appElement.D">
<portletentities:title>
<base:nls-ref ey="about_lta"
locationName="classes/WebClient/nl/app_properties"/>
</portletentities:title>
<portletentities:access-control application-role="Maximo Administrator"
role-type="Privileged User"/>
<portletentities:access-control application-role="administrator"
role-type="Privileged User"/>
</portletentities:portlet-entity>
i. If the WAS_HOME/systemApps/isclite.ear/WarFileName.war directory exists, delete it.
j. Remove all files in the WAS_HOME/profiles/DmgrProfileName directory as well so the wasdmin user
has no record of the deployment. It will rebuild what it needs to on server restart.
k. Restart WebSphere Application Server.
5. Reinstall PortalLogTraceAnalyzer.war:
a. Extract the contents of base_services_7.1.1.3.zip to a temporary location. The default location of
the file is C:\ibm\SMP\pmp\base_services_7.1.1.3.zip. The variable temp_base will be used in
these instructions for the location where you extracted the files.
b. Copy PortalLogTraceAnalyzer.war from temp_base/FILES to C:\ibm\SMP\temp
c. In the C:\ibm\SMP\jacl\solutions directory, deploy the PortalLogTraceAnalyzer.war. For example:
ISCHandler.bat <WASDeploymentManagerHostName> <WASRemoteAccessUserName>
<WASRemoteAccessPassword> <Base Services Install
Location>/temp/PortalLogTraceAnalyzer.war <WASInstallLocation>
<WASAdminUserName> <WASAdminPassword> <PortalLogTraceAnalyzer.war
ibm/PortalLogTraceAnalyzer
6. In the Maximo_HOME\bin directory, refresh the language packs by running the following command:
solutionInstaller.bat -action refreshLangs
–pkgpath C:\ibm\SMP\pmp\base_services_7.1.1.3.zip –license accept
–wasuser <wasuser> -waspwd <waspwd> -wasrxauser <wasrxauser> -wasrxapwd <wasrxapwd>
Chapter 2. Installation and upgrade problems
65
Maximo business objects from the deployment engine gets out of sync
with the ones in the application server
The Maximo business objects that the deployment engine uses need to be in sync with the Maximo
business objects deployed in the application server. A desync can potentially break the production
deployment engine.
Symptoms
If you install a fix pack for a different base services product in a base services environment, then the fix
pack is only deployed on the application server. Because of this, the Maximo business objects that the
deployment engine is using might desync with the ones in the application server, causing errors.
Causes
The Maximo business objects that the deployment engine uses need to be in sync with the Maximo
business objects deployed in the application server. A desync can potentially break the production
deployment engine.
Resolving the problem
If you have Tivoli Provisioning Manager deployed with other base services products, you must re-create
and copy the Maximo business objects used by the Web application to the deployment engine. To do this,
follow these steps:
Note: These file paths are for Windows only. For UNIX, the same procedure applies but use the
corresponding UNIX file paths.
1. Enter these commands in the command prompt:
cd "C:\ibm\SMP\maximo\deployment\default"
unzip maximo.ear businessobjects.jar
This will generate a file named businessobjects.jar.
Note: The businessobjects.jar file is extracted from the maximo.ear file that is created after
deploying any fix pack from the C:\ibm\SMP\maximo\deployment\default directory.
2. Copy the businessobjects.jar file into the following directories:
v %TIO_HOME%\eclipse\plugins\tpm_pmp\maximoLibs
v %TIO_HOME%\lwi\runtime\tpm\eclipse\plugins/tpm_pmp\maximoLibs
If there is already a businessobjects.jar file in either directory, overwrite it.
CWLAA6003: After CCMDB installation the portlet cannot be displayed
To display the portlet, you must reinstall the ISC.
Symptoms
After the Change and Configuration Management Database (CCMDB) installation, the Manage Users and
Manage Groups in the ISC (Integrated Solutions Console) display the following error:
CWLAA6003: Could not display the portlet, the portlet may not be started.
Causes
this is due to the corrupted ISC after CCMDB installation
Resolving the problem
66
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
To
1.
2.
3.
reinstall the ISC:
Backup the current environment.
Stop the Server1 stand alone profile or dmgr (deployment manager process)
Clean up the old logs, and workspace directory content of <WAS Server1 or dmgr>\profiles\
profileName\logs and <WAS Server1 or dmgr>\profiles\profileName\wstemp.
4. Run the following command:
v
Windows
2000
WAS_HOME\profiles\profileName\bin\wsadmin.bat -conntype NONE -f deployConsole.py remove
v
UNIX
<WAS Server1 or dmgr>/profiles/profileName/bin/wsadmin.sh -conntype NONE -f deployConsole.py remove
ISC ear was removed successfully.
5. Run the following command:
v
Windows
2000
<WAS Server1 or dmgr>\profiles\profileName\bin\wsadmin.bat -conntype NONE -f deployConsole.py install
v
UNIX
<WAS Server1 or dmgr>\profiles\profileName\bin\wsadmin.sh -conntype NONE -f deployConsole.py install
Check ISC reinstalled successfully.
6. Restart Server1 or dmgr process.
Problems during core components installation
See the following information to diagnose and resolve Tivoli Provisioning Manager core components
installation errors.
Recovering from problems during core components installation
If the core components installation fails, restore the WebSphere Application Server and the database to
their previous states, and then start the core components installation again.
Symptoms
Installation fails during the core components installation.
Resolving the problem
1. Uninstall the core components. For more information, see Uninstalling Tivoli Provisioning Manager
core components.
2. Log on to the computer where WebSphere Application Server is installed and restore the backup data:
a. Stop WebSphere Application Server Network Deployment:
Windows
2000
WAS_HOME\profiles\ctgAppSrv01\bin\stopServer.bat MXServer -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME\profiles\ctgAppSrv01\bin\stopNode.bat -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME\profiles\ctgDmgr01\bin\stopManager.bat -user <wasadmin_user> -password <wasadmin_password>
UNIX
WAS_HOME/profiles/ctgAppSrv01/bin/stopServer.sh MXServer -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME/profiles/ctgAppSrv01/bin/stopNode.sh -user <wasadmin_user> -password <wasadmin_password>
WAS_HOME/profiles/ctgDmgr01/bin/stopManager.sh -user <wasadmin_user> -password <wasadmin_password>
b. Restore ctgDmgr01 configuration. Enter the command on a single line:
Windows
2000
WAS_HOME\bin\restoreConfig.bat c:\backups\WASBackup_afterMBS_ctgDmgr01.zip -logfile
c:\backups\restore_dmgr.log -user <wasadmin_user> -password <wasadmin_password> -profileName ctgDmgr01
Chapter 2. Installation and upgrade problems
67
UNIX
2000
Linux
WAS_HOME/bin/restoreConfig.sh /var/tmp/TPMInstallBackup/WASBackup_afterMBS_ctgDmgr01.zip -logfile
/tmp/restore_dmgr.log -user <wasadmin_user> -password <wasadmin_password> -profileName ctgDmgr01
c. Restore ctgAppSrv01 configuration. Enter the command on a single line:
Windows
2000
WAS_HOME\bin\restoreConfig.bat c:\backups\WASBackup_afterMBS_AppSrv01.zip -logfile
c:\backups\restore_appSrv01.log -user <wasadmin_user> -password <wasadmin_password>
-profileName ctgAppSrv01
UNIX
2000
Linux
WAS_HOME/bin/restoreConfig.sh /var/tmp/TPMInstallBackup/WASBackup_afterMBS_AppSrv01.zip -logfile
/tmp/restore_appSrv01.log -user <wasadmin_user> -password <wasadmin_password>
-profileName ctgAppSrv01
3. Log on to the database server as the database instance owner and restore the database:
DB2
a. Open the file TIO_HOME/config/dcm.xml to verify the database name and user name. The
name element contains an alias for the database name, and the username element contains
the user name.
b. Change the user to your DB2 instance owner. The default database owner is ctginst1. For
example:
su - ctginst1
c. Log on as Administrator and open a DB2 command window.
d. Run the following command to check for other running applications
db2 list applications
e. If the command lists other applications, run the following command to disconnect them
db2 force applications all
f. End the DB2 session:
db2 terminate
g. Stop DB2:
v If the server does not have a virtual IP address: db2stop
v If the server has a virtual IP address: db2gcf -d -p 0 -i ctginst1
h. Stop all DB2 interprocess communications by running ipclean.
i. Start DB2:
v If the server does not have a virtual IP address: db2start
v If the server has a virtual IP address: db2gcf -u -p 0 -i ctginst1
j. Delete and uncatalog the existing database:
db2 drop db db_name
where db_name is the name of the database.
k. Attach to the local host alias:
db2 attach to LHOST0 user user_name using password
l. Restore the database backup:
db2 restore db db_name user user_name using password from location
where
v db_name is the name of the database
v user_name is the user name of the user restoring the database
v password is the password of the user
v location is the full path location of the backup
Oracle
68
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
a. Switch to the user tioadmin.
b. Open the file TIO_HOME/config/dcm.xml to verify the database name and user name. The
name element contains an alias for the database name, and the username element contains
the user name.
c. Switch to the user oracle.
d. Connect to the database as the sys user:
sqlplus "user_name/password@db_name as sysdba"
where
v user_name is the user ID that has sysdba privileges on the database
v password is the password for the specified user
v db_name is the database name
e. Run the following command to locate all the Oracle Database data files that are in use:
select name from v$datafile;
f. Ensure that the Oracle Database database instance and listener are offline.
g. Delete the .dbf files listed by the select command.
h. Delete the $ORACLE_HOME/dbs directory.
i. Change the current work directory to the backup directory that was created during the
backup.
j. Get the locations of the .dbf files from the text file that was created during the backup.
k. Copy the .dbf files locations listed in the text file.
l. Copy the entire dbs directory to $ORACLE_HOME.
m. Bring the database instance and listener back online.
4. Log on to the computer where WebSphere Application Server is installed and start WebSphere
Application Server:
Windows
2000
WAS_HOME\profiles\ctgDmgr01\bin\startManager.bat
WAS_HOME\profiles\ctgAppSrv01\bin\startNode.bat
WAS_HOME\profiles\ctgAppSrv01\bin\startServer.bat MXServer
UNIX
2000
Linux
WAS_HOME/profiles/ctgDmgr01/bin/startManager.sh
WAS_HOME/profiles/ctgAppSrv01/bin/startNode.sh
WAS_HOME/profiles/ctgAppSrv01/bin/startServer.sh MXServer
5.
Restart the core components installation. For more information, see Installing Tivoli Provisioning
Manager core components.
Error when configuring WebSphere Application Server to run as
tioadmin
To recover from installation errors when failing to install Tivoli Provisioning Manager core components,
you need to perform some recovery steps to bring the computer back to a consistent state.
Symptoms
Tivoli Provisioning Manager core components installation failed. The /tmp/tclog_wrapper/tcinstall.log
log file contains one of the following error messages:
v Failed to configure the Agent Manager profile to run as tioadmin
v Failed to change the ownership of the Agent Manager profile
Resolving the problem
Chapter 2. Installation and upgrade problems
69
If you encounter an installation error when configuring WebSphere Application Server to run under the
user tioadmin, you need to perform some recovery steps to bring the computer back to a consistent state.
v If the log contains the error Failed to configure the Agent Manager profile to run as tioadmin:
1. Check the file cas_runastioadmin.log for a detailed error message, and then fix the problem.
2. Click Back to the Summary panel, then click Next to continue installation.
v If the log contains the error Failed to change the ownership of the Agent Manager profile:
1. Log on as root.
2. Run the following commands:
chown -R tioadmin:tioadmin <CAS_PROFILE_HOME>
chown -R tioadmin:tioadmin <WAS_HOME>/logs/manageprofiles/<PROFILE_NAME>
chown -R tioadmin:tioadmin <Agent Manager Install Location>
The default value for <PROFILE_NAME> is casprofile and <CAS_PROFILE_HOME> is
<WAS_HOME>/profiles/casprofile.
3. Switch to the tioadmin user.
4. Start the agent manager.
<Agent Manager Install Location>/bin/startServer.sh
5. Click Back to the Summary panel, then click Next to continue installation.
v If the log contains the error Failed to configure the WebSphere Application Server Network
Deployment to run as tioadmin:
1. Check the wasND_runastioadmin.log log file for a detailed error message, and fix the problem.
2. Click Back to the Summary panel, then click Next to continue installation.
v If the log contains the error Failed to change the ownership of the WebSphere Application Server
Network Deployment:
1. Log on as root.
2. Run the following commands:
chown
chown
chown
chown
chown
chown
chown
chown
chown
-R
-R
-R
-R
-R
-R
-R
-R
-R
tioadmin:tioadmin
tioadmin:tioadmin
tioadmin:tioadmin
tioadmin:tioadmin
tioadmin:tioadmin
tioadmin:tioadmin
tioadmin:tioadmin
tioadmin:tioadmin
tioadmin:tioadmin
<APP_PROFILE_HOME>
<WAS_HOME>/logs/manageprofiles/<APP_PROFILE_NAME>
<DM_PROFILE_HOME>
<WAS_HOME>/logs/manageprofiles/<DM_PROFILE_NAME>
<WAS_HOME>/temp
<WAS_HOME>/properties/confhelp.properties
<WAS_HOME>/systemApps/isclite.ear
<CDS_INSTALL_LOCATION>
<DMS_INSTALL_LOCATION>
The default values for <APP_PROFILE_NAME>, <APP_PROFILE_HOME>, <DM_PROFILE_NAME>
and <DM_PROFILE_HOME> are ctgAppSrv01, <WAS_HOME>/profiles/ctgAppSrv01, ctgDmgr01 and
<WAS_HOME>/profiles/ctgDmgr01.
3. From tioadmin, start WebSphere Application Server Network Deployment.
<WAS_HOME>/profiles/<DM_PROFILE_NAME>/bin/startManager.sh
<WAS_HOME>/profiles/<APP_PROFILE_NAME>/bin/startNode.sh
<WAS_HOME>/profiles/<APP_PROFILE_NAME>/bin/startServer.sh MXServer
4. Click Back to the Summary panel, then click Next to continue installation.
Errors during Tivoli Monitoring agent installation
Useful resources when troubleshooting installation errors.
Symptoms
You encounter an installation error with the Tivoli Monitoring agent installation.
Resolving the problem
70
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Refer to the following resources:
v Troubleshooting information in the Tivoli Monitoring agent for Tivoli Provisioning Manager User Guide in
the Reference section of the Tivoli Provisioning Manager information center.
v Troubleshooting information in the Tivoli Monitoring information center.
Errors creating the agent manager profile
If the agent manager installation fails, you might need to remove the WebSphere Application Server
profile manually before reinstalling the agent manager.
Symptoms
During installation of the core components, one of the following errors occurs for the WebSphere
Application Server profile for the agent manager. The profile name is casprofile by default.
1. The installer checks the computer to verify that it can create the profile, and the validation fails.
2. The validation is successful, but the profile is not successfully created.
Causes
When the core components installer installs the agent manager, it automatically removes the WebSphere
Application Server profile for the agent manager if the agent manager installation fails. In some
situations, the automatic removal might not work and the profile must be removed manually before you
try to install the agent manager again.
Resolving the problem
Perform the following steps to address the error. The instructions use the default profile name
caseprofile.
Validation failed
The installer checks for the following requirements:
v A profile with the same name does not already exist.
v If a directory for the profile already exists, it must be empty.
v The cell name is the same as WebSphere Application Server Network Deployment cell name.
If the validation fails, check the log files:
v
Windows
2000
v
UNIX
%TMP%\tclog_wrapper\validation_casprofile.log (or validation_casprofile.err)
/tmp/tclog_wrapper/validation_casprofile.log (or validation_casprofile.err)
To resolve the error:
1. If a profile with the same name already exists, specify a different name in the installer or
remove the existing profile. To remove casprofile, run: WAS_HOME/bin/manageprofiles.[bat|sh]
-delete -profileName casprofile
2. If the profile directory already exists, check for an existing casprofile directory by running:
WAS_HOME//bin/manageprofiles.[bat|sh] -listProfiles. If casprofile is not listed, remove the
directory WAS_HOME/profiles/casprofile. If casprofile is listed, specify a different profile
name or remove the existing profile as described in step 1.
Validation passed but the profile cannot be created
1. Check the following log files to identify the reason why the profile cannot be created.
v
Windows
2000
%TMP%\tclog_wrapper\create_wasprofile.log
UNIX
/tmp/tclog_wrapper/create_wasprofile.log
v
2. Fix the error described in the log.
Chapter 2. Installation and upgrade problems
71
3. Click Back in the core components installer to go to the panel before the installation preview.
4. Click Next. The installer verifies the requirements to create the profile again. If the validation
is successful, the installer tries to create the profile again. If the validation fails, perform the
steps described in the previous section for a failed validation.
Agent Manager installation fails
Multiple causes of agent manager installation failure, and their solutions.
Symptoms
The installation of the agent manager fails during the Tivoli Provisioning Manager installation.
Causes
Consult the agent manager logs to identify the cause of this problem. The agent manager log files are
located in the AM_HOME\logs directory. Possible causes might include:
v The port required for the agent manager installation might be busy.
v The agent manager has already been installed on your system.
Resolving the problem
Solution 1
If no agent manager installation has been performed on the provisioning server before the Tivoli
Provisioning Manager installation, follow these steps:
1. Consult the agent manager log files and make all the necessary changes following the instructions in
the logs.
2. Try the Tivoli Provisioning Manager again. The provisioning server installer will detect that Tivoli
Provisioning Manager is already installed and will install only the agent manager.
For more details on the agent manager reinstallation, refer to the Tivoli Provisioning Manager Installation
Guide.
Solution 2
If the agent manager was previously installed on the provisioning server, you must uninstall the agent
manager first, and then run the Tivoli Provisioning Manager installation again.
Uninstalling the agent manager: Uninstalling the agent manager uninstalls the application from your
operating system and removes the agent manager servlets from WebSphere Application Server. The
uninstallation wizard does not remove the registry. Removing the registry is an optional step that you can
perform after running the wizard. The wizard also does not uninstall WebSphere Application Server or
DB2 Enterprise Server Edition, even if those prerequisite products were installed along with the agent
manager.
Important: To prevent the loss of data:
v Do not uninstall the agent manager until all products that use it have been uninstalled.
v Do not clean the agent manager tables from the registry or drop the registry database until all products
that use the registry are uninstalled.
To uninstall the agent manager, follow these steps:
1. 1. Stop the agent manager server if it is running:
v As a Windows service:
72
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
To stop the agent manager server if the installation program created a Windows service, use the
Windows Services window or the Services folder in the Microsoft Management Console to stop the
service with the following name:
IBM WebSphere Application Server V6.1 - Tivoli Agent Manager
v On Windows but not as a service:
To stop the agent manager server if it is not a Windows service:
a. Open a command prompt window.
b. Run the following command:
WAS_HOME\bin\stopServer app_server_name
where app_server_name is the name of the application server where the agent manager is
installed. By default, this is AgentManager. The server name is case-sensitive.
When the agent manager server is stopped, the following message is generated:
ADMU4000I: Server app_server_name stop completed.
v
AIX
2000
Linux
Solaris
2000
To stop the agent manager server, run the following command:
WAS_HOME/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.
2. Optionally, remove agent manager objects from the registry database.
v If the registry database is used only by the agent manager and is not shared with another program,
drop the database using the database administration tools for your type of database. If the registry
is in a remote database, you might have to perform this step on the remote database server instead
of on the agent manager server.
v If the database is shared with other programs, remove the agent manager-specific tables from the
database by following the procedure for your database type. You can do this step on the agent
manager server, even if the registry is in a remote database:
– DB2 Universal Database
a. In a command line window, change to the AM_HOME/db/db2 directory.
b. Run the following command:
-
Windows
2000
db2cmd /c /i /w "RemoveCASTables.bat database_password"
-
AIX
2000
Linux
Solaris
2000
AM_HOME/bin/RunInDbEnv.sh RemoveCASTables.sh
database_password
Replace database_password with the DB2 database password.
– Oracle
a. In a command line window, change to the AM_HOME/db/oracle directory.
b. Run the following command:
-
Windows
2000
./RemoveCASTables.bat database_password
-
AIX
2000
Linux
Solaris
2000
./RemoveCASTables.sh database_password
Replace database_password with the Oracle database password.
3. Start the uninstallation program for your operating system:
Chapter 2. Installation and upgrade problems
73
v
Windows
2000
Use either the Add/Remove Programs window to uninstall the agent manager, or run the
following command from a command prompt:
AM_HOME\_uninst\uninstall.exe
v
AIX
2000
Linux
Solaris
2000
Run the following command from the AM_HOME/_uninst directory:
java -jar uninstall.jar
Or, to uninstall silently:
java -jar uninstall.jar -silent
The program does not delete the registry database or files created in the agent manager installation
directory after installation.
4. If the agent manager application server is not named AgentManager, determine whether other Web
applications are using that application server. If no other applications are using that application
server, you can optionally delete the application server.
5. If you do not need the uninstallation logs, optionally delete the agent manager installation directory.
By default, this is the following directory:
v
Windows
2000
v
AIX
: C:\Program Files\IBM\AgentManager
2000
Linux
Solaris
2000
: /opt/IBM/AgentManager
2000
You might have to restart the system before you can delete the agent manager
Tip: Windows
installation directory.
6. If the registry is in a remote database, run the following command on the remote database server to
uninstall the agent manager from that system:
java -jar "Agent_Manager_install_dir/_uninstDS/uninstall.jar" -silent
7. If you do not need the uninstallation logs on the remote database server, optionally delete the agent
manager installation directory. By default, this is the following directory:
v
Windows
2000
v
AIX
: C:\Program Files\IBM\AgentManager
2000
Linux
Solaris
2000
: /opt/IBM/AgentManager
2000
You might have to restart the system before you can delete the agent manager
Tip: Windows
installation directory.
8. If you will not be reinstalling the agent manager on this system, remove the definition of
TivoliAgentRecovery from your DNS servers.
The agent manager is now uninstalled.
Reinstalling Tivoli Provisioning Manager: Install Tivoli Provisioning Manager again. The installer will
detect that Tivoli Provisioning Manager is already installed, and will install only agent manager.
The common agent and the agent manager cannot be installed
The common agent cannot be installed on the provisioning server if the agent manager is also installed
on it.
Symptoms
The common agent and the agent manager cannot be installed.
Causes
74
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Installing the common agent on the provisioning server, where the agent manager is also installed, is not
supported.
Resolving the problem
Manually uninstall the common agent.
Installation fails after WebSphere Application Server is uninstalled
If the WebSphere Application Server installation directory remains after it was uninstalled, the Tivoli
Provisioning Manager installation might fail.
Symptoms
The installation of Tivoli Provisioning Manager installation fails if WebSphere Application Server was
uninstalled. The following message is displayed in the %TEMP%\tclog\tcinstall.log file
(/tmp/tclog/tcinstall.log in UNIX or Linux):
WebSphere Application
Server does not appear to be installed on the system.
ACTION: Install WebSphere Application
Server
Causes
If WebSphere Application Server was uninstalled but the WebSphere Application Server installation
directory was not removed, the Tivoli Provisioning Manager installer might identify WebSphere
Application Server as installed, and then fail during theTivoli Provisioning Manager installation.
Resolving the problem
If WebSphere Application Server was uninstalled on the computer, perform the following steps:
v Ensure that the WebSphere Application Server installation directory is removed. The default location is:
–
Windows
2000
–
AIX
–
Solaris
2000
C:\Program Files\IBM\WebSphere\AppServer
/usr/IBM/WebSphere/AppServer
2000
Linux
/opt/IBM/WebSphere/AppServer
.
v Click Back in the installer until you reach the Configure the target servers panel. Click Next so that
the installer can check again for installed components. On the Validation Summary panel, the Found
column displays No if WebSphere Application Server is fully uninstalled. You can now continue with
the installation.
Problems with the device manager service
Solutions to problems encountered when installing, configuring, or starting the device manager service.
Symptoms
The device manager service installation or configuration failed, or the device manager service fails to
start.
Resolving the problem
v If the device manager service installation failed:
1.
Verify that all the device classes and job types are registered. Type the following
command:
UNIX
Chapter 2. Installation and upgrade problems
75
/opt/IBM/DeviceManager/bin/deviceclass.sh -list
The command lists all device classes that are registered.
Windows
2000
Test auto-enrollment for a device. You can install and start a Windows 32-bit agent to test
the auto-enrollment. Test submitting a job using the console to an enrolled device. Test running a
job on an enrolled device. You can connect to the server with a Windows 32-bit agent to test if a job
runs on a device.
v If device manager service configuration failed, check these items:
1. Verify the configuration parameters. Configuration parameters used by the installer are in the file
DMSconfig.properties. The file is located in:
2.
–
Windows
2000
C:\Program Files\ibm\DeviceManager
UNIX
2000
Linux
/opt/IBM/DeviceManager
–
2. Ensure that the dmsadmin user ID was successfully created on the database server.
– Ensure that the password is not set to expire at the next login.
– Verify that the passwords provided to the device manager database installation are correct by
connecting to DB2 with the user name and password specified. Run the following DB2
command;
db2 connect to dms user dmsadmin USING password
Note: This command only works if the device manager database was created when the database
configuration was completed.
–
Ensure that the DB2 instance specified is correct. To list the valid DB2 instances, type db2ilist
from a DB2 command environment.
– Ensure the DB2 port is correct. Open the following file:
UNIX
/etc/services
Windows
2000
\Windows\system32\drivers\etc\services
– Locate the following line:
db2c<instance> <port>/tcp #Connection
port for DB2 instance <instance>
v If there are problems starting device manager service, check the following items:
– If you receive the message DYM2794E: Failed to create the database connection pool in the
WebSphere Application Server SystemOut.log file, ensure that DB2 is started and that the DB2 client
is configured correctly.
– If you receive a message about no protocol found in the WebSphere Application Server
SystemOut.log file, verify the values for the proxy settings that are used to construct the Tivoli
Provisioning Manager for Job Management Service federator server URL (DMS_PROXY_PROTOCOL and
DMS_PROXY_HOSTNAME have not been changed. Restart the DMS_AppServer after making any changes to
the WebSphere environment variables.
– If you receive an AccessControlException error that references a JDBC driver for the database, check
your security settings in WebSphere Application Server.
- If Global Security was enabled, which, Java 2 Security is enabled by default.
- If Java 2 Security is enabled, the device manager server servlet gets an AccessControlException
error when it starts. The servlet calls the JDBC driver to access a system resource for which it
does not have permission. To eliminate the AccessControlException message and start Tivoli
Provisioning Manager for Job Management Service federator, follow the steps for enabling
security as described in the WebSphere Application Server documentation.
76
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Installer exits unexpectedly on AIX
The InstallShield installer has a known problem that causes errors regarding the native library
libaixppk.so
Symptoms
During installation on AIX, installation of the management center fails. The installer exits with a Java core
dump that includes the following error message:
SIGSEGV received at 0xda6be0ec in /tmp/ismp002/libaixppk.so. Processing terminated
Causes
This error is a known problem for the InstallShield installer. It is caused by a problem with the native
library libaixppk.so, which is used by the AIX platform pack.
Resolving the problem
Download a new version of libaixppk.so and set the value of the AIX_LIB_LOC variable as described in
this article: http://support.installshield.com/kb/view.asp?articleid=Q111262. When you have completed
these steps, try the installation again.
Core components or Web components installation hangs during
Cygwin installation
Problems with your Cygwin installation might cause the installer to hang during prerequisite verification.
Symptoms
While the installer verifies prerequisites during Tivoli Provisioning Manager core components or Web
components installation, the following message appears:
The Installation Wizard is checking the system prerequisites.
After waiting a few minutes, the installer seems to hang and the Next button remains disabled.
Causes
There might be a problem with your Cygwin installation.
Resolving the problem
1. Close the installer.
2. Verify if Cygwin is installed.
3. If Cygwin is not installed, install it manually. If Cygwin is installed, uninstall and then reinstall it
manually. For more information, see Installing Cygwin manually.
DB2 BIND warning during Tivoli Provisioning Manager for OS
Deployment installation
You need to perform the BIND commands if your DB2 client and server are 9.5 and 9.1 respectively.
Symptoms
The following message appears in the installation panel:
WARNING: DB2 bind warning occurred during Tivoli Provisioning Manager
for OS Deployment installation. You must bind again after the installation.
For more information, see the Troubleshooting Guide.
Chapter 2. Installation and upgrade problems
77
Causes
If you have a DB2 client version 9.5 and a DB2 server version 9.1, the IBM® Data Server Runtime Client
cannot be used to bind the database utilities and DB2 CLI bind files.
Resolving the problem
Perform the BIND commands from an IBM Data Server Client (or other DB2 database product) that is
running on the same operating system and the same DB2 version and fix pack level as the Data Server
Runtime Client.
1. To get access to perform the BIND commands, run the following command:
Windows
2000
set DB2INSTANCE=DB_INSTANCE
AIX
2000
Linux
su - DB_INSTANCE
where DB_INSTANCE is the DB2 instance that was used to install Tivoli Provisioning Manager. The
default instance is ctginst1 for both Windows and UNIX.
2. To BIND, run the following commands:
db2
db2
db2
db2
db2
terminate
CONNECT TO TPMFOSD
BIND path\db2schema.bnd BLOCKING ALL GRANT PUBLIC SQLERROR CONTINUE
BIND path\@db2ubind.lst BLOCKING ALL GRANT PUBLIC ACTION ADD
BIND path\@db2cli.lst BLOCKING ALL GRANT PUBLIC ACTION ADD
where path is the full path name of the directory where the bind files are located, such as
INSTHOME\sqllib\bnd where INSTHOME represents the home directory of the DB2 instance. db2ubind.lst
and db2cli.lst contain lists of required bind files used by DB2 database products. Packages that are
already bound will return an SQL0719N error. This is expected.
3. Verify that the Tivoli Provisioning Manager for OS Deployment is running. For more information, see
Starting and stopping Tivoli Provisioning Manager components.
Tivoli Provisioning Manager installation fails with invalid directory
name
Tivoli Provisioning Manager installation will fail if its installation directory name is longer than eight
characters and the Windows short name capability is disabled.
Symptoms
Tivoli Provisioning Manager fails with an error message that is similar to the following:
’D:\Program’ is not recognized as an internal or external command,
operable program or batch file.
Causes
This error occurs when all of the following conditions are true:
v You chose a different installation directory from the default directory.
v The selected path contains a space, and the folder name with the space does not exist.
v Short name capability is disabled.
By default, Windows supports the ability to create short names for directories whose names contain more
than eight characters. These abbreviated names contain the first six characters of the original name and
then a two-character extension. For example, D:\Program Files can be abbreviated by the system as
78
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
D:\Progra~1. This capability must be enabled if you want to install Tivoli Provisioning Manager in a
directory other than the default directory, and if the directory name contains spaces.
Resolving the problem
To check the current configuration of short name capability, run the following command:
fsutil behavior query disable8dot3
The command returns one of the following messages:
disable8dot3 = 0
Short name capability is enabled.
disable8dot3 = 1
Short name capability is disabled.
If short name capability is disabled, run the following command to enable it:
fsutil behavior set disable8dot3 0
Silent installation exits before installation is completed
The silent installation of Tivoli Provisioning Manager will exit prematurely if WebSphere Application
Server is not running.
Symptoms
The silent installation program for Tivoli Provisioning Manager exits before the installation is completed.
Causes
WebSphere Application Server was not started before the silent installation started.
Resolving the problem
Before you run the silent installation:
1. Ensure that WebSphere Application Server is started.
2. Ensure that WebSphere Application Server security is not running.
Disk space check failure during silent installation of Tivoli
Provisioning Manager
The silent installation of Tivoli Provisioning Manager will exit prematurely if disk space check fails.
Symptoms
The silent installation of core components for Tivoli Provisioning Manager exits before the installation is
completed. The tcinstall.log file contains the following error message:
[timestamp] ERROR DiskSpaceCheckWizardAction - Disk space check failed.
[partition]- [required space] MB of disk space is required, but only [free space] MB is available
Causes
There is insufficient free space on the partition mentioned.
Resolving the problem
Chapter 2. Installation and upgrade problems
79
Increase the amount of free space on the partition. If the required free space and available free space are
different by a margin of 1000 MB, run the following command to bypass the disk space checks:
-W DiskSpaceSeq.active="False"
Command example:
install/bin/setupSolarisSparc64.bin -options <response file path and name>
-silent -W WzdSeq_PreInstallCheck.active="false" -W DiskSpaceSeq.active="False"
Installation fails because of unrecognized font
An installation error occurs if a recognized font cannot be resolved on startup. This can be fixed by
changing the font settings in Reflection X.
Symptoms
During installation, the installation fails with the following error:
An error has occurred. See the log file
/var/tmp/TopologyInstaller/workspace/.metadata/.log
The log file also contains an error that begins with org.eclipse.swt.SWTError: Font not valid.
Causes
This error has been observed when accessing a remote computer with Reflection X. The error occurs if a
recognized font cannot be resolved at startup time.
Resolving the problem
You can fix the problem by changing font settings in Reflection X.
1. In the Reflection X Client Manager, navigate to Settings > Fonts. Change Sub directories and font
servers to 100dpi 75dpi misc hp sun ibm dec.
2. Reconnect to the computer that you are doing the installation on, and then run the installer again.
Cannot use hyphen in domain name suffix field
You cannot use the hyphen (-) character in the Domain Name Suffix field when specifying WebSphere
Application Server settings on the Tivoli Provisioning Manager configuration tab. If you must use a
hyphen, do a silent installation with a modified response file.
Symptoms
The DNS suffix does not accept hyphens.
Causes
This issue applies to a custom installation. When you specify WebSphere Application Server settings on
the Tivoli Provisioning Manager configuration tab of the installer, you cannot use the hyphen (-) character
in the Domain Name Suffix field.
Resolving the problem
If you need to include a hyphen in the domain name suffix, perform a silent installation with a modified
response file.
1. Create your response file for a silent installation. Omit any hyphens from the domain name suffix. See
the appendix in the Tivoli Provisioning Manager Installation Guide instructions on creating a response
file for silent installations.
80
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
2. Open the response file in a text editor and modify the domain name suffix so that it includes the
hyphen character. Save your changes.
3. Perform a silent installation. See the appendix "Performing a silent installation" in the Tivoli
Provisioning Manager Installation Guide for instructions.
Installation of the dynamic content delivery management center fails
Extra messages are displayed when the su - command is used to switch users, and the extra text is
included in the command output that the installer receives. This causes the installation to fail.
Symptoms
An error occurs when installing the dynamic content delivery component of Tivoli Provisioning Manager
on a UNIX server. A warning message similar to the following example is in the log file cdsisxtrace.log.
Warning: internal error parsing Java arguments. Launcher command may be
missing Java Arguments.
Causes
The response file for installing the dynamic content delivery management center might be corrupted.
Extra messages are displayed when the su - command is used to switch users, and might cause
corruption as a result.
The installer uses standard output to obtain the output of commands. If the profile is configured to
display extra messages when you switch to another user with the su - command, this extra text is
included in the command output that the installer receives. This causes the installation to fail.
Resolving the problem
Check for settings that generate messages when you switch to a user with the su - command. For
example:
v Check the profile file for the root user and other users required for installation. Required users are
listed in the Tivoli Provisioning Manager Installation Guide for your operating system. If it includes
any commands to generate messages when a user logs on, comment out those lines or direct the
output to the /dev/null device.
v Check for a message of the day in /etc/motd.
Installation of dynamic content delivery fails
If the PATH variable does not properly indicate where Java is installed, the dynamic content delivery
installation will fail.
Symptoms
Installation of the dynamic content delivery service fails. In the log file /opt/ibm/tivoli/ctgde/logs/
cds_upgrade.txt, the following error is displayed:
INSTALLER_PATH=/extra/ibm/tivoli/tio/CDS/scripts/./setup.binChecking the environment
variables specified in the JVM files to find the JVM...
Verifying... /bin/java -cp /tmp/istemp7613004171417/Verify.jarVerify java.vendor
java.versionVerification passed for / using the JVM file /tmp/istemp7613004171417/
relative_to_upgrade.jvm.
JavaHome is not resolved correctly in the jvm file /tmp/istemp7613004171417/
relative_to_upgrade.jvm.
Failed to launch the application.
Causes
Chapter 2. Installation and upgrade problems
81
The location of Java cannot be found by the installer. This error occurs when Java is installed in the
/bin/java directory, when /bin is the directory listed in the PATH variable.
Resolving the problem
To fix the error, update the PATH variable so that the java command does not contain the /bin directory.
1. To confirm the location of Java, run this command:
which java
If this command is not available on your system, run the following command instead:
type java
2. If the returned value is /bin/java, run the following command to display the contents of the PATH
variable:
echo $PATH
3. If the first part of the path is /bin, update the PATH variable so that /bin does not resolve the java
command. There are several options for making this change:
v Move /bin to the end of the list of paths in the PATH variable. Normally the java command will
resolve to /usr/bin/java.
v Create a symbolic link for /bin/java under another directory and add that path to the front of the
PATH variable. For example, if you have a link in /usr/bin to the java command, ensure that
/usr/bin is at the front of the PATH variable, or place /usr/bin before /bin in the list of paths.
The device manager service cannot communicate with Oracle
A Java just-in-time compiler (JITC) optimization stops the device manager service from communicating
with Oracle.
Symptoms
When the device manager service attempts to communicate with the JDBC driver on an Oracle 10.2.0.4
server, a java.lang.ArrayIndexOutOfBoundsException error is generated.
Causes
This error is caused by a Java just-in-time compiler (JITC) optimization in the IBM JDK 1.4.2 provided
with Tivoli Provisioning Manager. To avoid the error, disable this optimization.
Resolving the problem
To disable the JITC optimization that causes this error, run the following command:
export JITC_COMPILEOPT=NQUD_DU
Core components installation of Tivoli Provisioning Manager fails
when creating tioadmin user
Creating the tioadmin user fails if the computer has a GSA cell with same username.
Symptoms
The Installation of core components fails with an error message indicating that the tioadmin user already
exists. However, /etc/passwd does not have any references to the tioadmin user.
Causes
82
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
If the tioadmin user is not mentioned in /etc/passwd, then the user account was not created locally on
the computer. The computer might have a GSA client installed and the GSA cell has a user account with
the name tioadmin.
Resolving the problem
Comment out the GSA stanza in /usr/lib.security/methods.cfg and run the Tivoli Provisioning
Manager core components installation again.
Cannot create user tioadmin on Linux
If you cannot create the tioadmin user on Linux, it might be because the tioadmin group already existed
before the install. Both the user and group must exist or do not exist at the same time.
Symptoms
The installation appears to proceed successfully, but when you check for the user tioadmin, it has not
been created.
Causes
On Linux, the tioadmin user creation fails if the tioadmin group already exists before you install. No
error appears, so the installer cannot detect that the user creation operation has failed. The system cannot
return to a previous stage of the installation.
Because the user tioadmin is not created, the server environment is unstable. Various elements of the
installation require tioadmin to exist. For example, because WebSphere Application Server is configured
to start with tioadmin, WebSphere Application Server cannot start.
Resolving the problem
Ensure that the tioadmin user and tioadmin group either both exist or both do not exist, and then install
Tivoli Provisioning Manager again.
DMS configuration fails on Solaris during relaunch of the Tivoli
Provisioning Manager installation
You need to uninstall the core component installer before relaunching the installation for the second time.
Symptoms
After installing a core component, relaunching the installer to install the rest of the core components will
fail at the DMS configuration.
Causes
ISMP registry in the system cause this problem.
Resolving the problem
After exiting the first installation, you need to uninstall the core component installer. To uninstall the core
component installer, run the uninstaller.bin file under the <TIO_HOME>/_uninst/_uninstWrapper
directory.
If the file cannot be found, run the following command:
<WAS_HOME>/java/bin/java -cp <TIO_HOME>/_uninst/_uninstWrapper/uninstaller.jar run
Chapter 2. Installation and upgrade problems
83
Relaunch the installer to complete the second installation.
Core components installation fails during the dependency check
The core components installation exits with an error message during the dependency check.
Symptoms
The following error message appears:
ERROR: Installation did not complete successfully.
View the log at \tclog_wrapper\tcinstall.log for more details.
Causes
There are multiple versions of Cygwin on the system registry which interfere with the dependency check.
Resolving the problem
1. Uninstall Cygwin and install the correct version. For more information, see Installing Cygwin.
2. Restore the database backup taken after installing the base services. By default, the backup is stored
in:
v
2000
DB2
<backup_dir>/DB2Backup_AfterMBS
v
Oracle
2000
<backup_dir>/OracleBackup_AfterMBS
where <backup_dir> is the directory that you selected at the end of the base services installation.
3. Select Back followed by Next to try again.
Tivoli Provisioning Manager core installation fails if Oracle policy
requires passwords greater than 3 characters
Turn off Oracle password policy before Tivoli Provisioning Manager core component installation
Symptoms
The following message can appear in thesql.log file in the <Agent Manager Install Location>/logs/
datastore/ directory:
INFO: CTGEM0575I Running the command: CREATE USER CDB IDENTIFIED BY
CDB DEFAULT TABLESPACE users TEMPORARY TABLESPACE temp.
<TimeStamp> com.ibm.tivoli.cas.manager.datastore.utils.ddl
DDLFileExecutor execute
WARNING: CTGEM0576W The following SQL exception occured:
ORA-28003:password verification for the specified password failed
ORA-20004: Password must be at least 6 characters long.
Causes
An Oracle policy restricts user passwords to greater than 3 characters.
Resolving the problem
Turn off Oracle password policy before Tivoli Provisioning Manager core component installation:
ALTER PROFILE default LIMIT PASSWORD_VERIFY_FUNCTION null
Problems during Web components installation
See the following information to diagnose and resolve Tivoli Provisioning Manager Web components
installation errors.
84
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Recovering from errors during a default installation
If the default installation fails, remove the installation and try the reinstall again.
Symptoms
Installation failed during a default installation with the error message Failed to install IBM Tivoli
Provisioning Manager Web components.
Resolving the problem
The following steps describe how to remove a default installation when:
v The default installation failed during Web components installation.
v The installation completed successfully.
The following variables are used in the steps:
%BACKUPDIR%
The directory you specified in the Backup Files Location field of the default installation installer.
%PASSWORD%
The password you specified in the Generic Password field of the default installation installer.
%DBTIMESTAMP%
The timestamp of the most recent database backup file in the %BACKUPDIR% directory. An example file
name is:
MAXDB71.0.CTGINST1.NODE0000.CATN0000.20081009193807.00
In this example, 20081009193807 is the timestamp.
1. Restore the base services folder and open a DOS command prompt.
a. Exit the default installation installer and if it is still running.
b. Delete the C:\ibm\SMP folder.
c. Extract the contents of %BACKUPDIR%\MBSBackupBeforeTPM.zip to C:\
d. Open a DOS command window.
2. Stop WebSphere Application Server. Run each command that starts with call on a single line.
call "C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\bin\stopNode.bat"
-username wasadmin -password %PASSWORD%
call "C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgDmgr01\bin\stopManager.bat"
-timeout 1200 -username wasadmin -password %PASSWORD%
3. Restore the DB2 database:
a. Open a DB2 command window by running the following command at the command prompt:
db2cmd
b. Run the following command in the DB2 command window: set db2instance=ctginst1
c. Restart the database.
Server does not have a virtual IP
Run the following commands:
db2stop force
db2start
Server has a virtual IP
If you are using a virtual IP address for the DB2 server, use the following commands. In
this example, the database instance is ctginst1.
db2gcf -d -p 0 -i ctginst1
db2gcf -u -p 0 -i ctginst1
Chapter 2. Installation and upgrade problems
85
d. Restore the database. Enter the entire command on a single line.
db2 "restore database MAXDB71 user db2admin using %PASSWORD% from %BACKUPDIR% taken
at %DBTIMESTAMP% with 3 buffers buffer 1000 without rolling forward without prompting"
e. Close the DB2 window.
4. Restore WebSphere Application Server configurations. Run each command that starts with call on a
single line.
call "C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\bin\restoreConfig.bat"
%BACKUPDIR%\WASBackup_afterTPMCore_AppSrv01.zip -location C:\Progra~1\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\config\
-logfile %BACKUPDIR%\restore_ctgAppSrv01.log -username wasadmin -password %PASSWORD% -profileName ctgAppSrv01
call "C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgDmgr01\bin\restoreConfig.bat"
%BACKUPDIR%\WASBackup_afterTPMCore_ctgDmgr01.zip -location C:\Progra~1\IBM\WebSphere\AppServer\profiles\ctgDmgr01\config\
-logfile %BACKUPDIR%\restore_ctgDmgr01.log -username wasadmin -password %PASSWORD% -profileName ctgDmgr01
5. Restore the deployment engine registry. Run the following command at the command prompt:
call "C:\Program Files\ibm\Common\acsi\bin\de_restoredb.cmd" -bfile "C:\ibm\SMP\DE_BACKUPS\AfterActions<timestamp>"
6. Remove the deployed information center. Run the following command at the command prompt:
rmdir /S /Q "C:\Program Files\IBM\WebSphere\AppServer\systemApps\isclite.ear\tpm_olh.war"
7. Start WebSphere Application Server. Run each command that starts with call on a single line.
call "C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgDmgr01\bin\startManager.bat"
call "C:\Program Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\bin\startNode.bat"
8. Run the default installation again. You must use the same user name and password that you used to
run the default installation previously.
Recovering from errors during Web components installation
If the Web components installation fails, you must restore the provisioning server back to its previous
state, before installing the Web components.
Symptoms
The Web components installation has failed with the error message Failed to install IBM Tivoli
Provisioning Manager Web components.
Resolving the problem
1. Log on to the administrative workstation as the Administrator user.
2. Restore the base services folder:
a. Exit the installer if it is still running.
b. Delete the base services directory. The default values are:
Windows
2000
C:\ibm\SMP.
/opt/IBM/SMP
c. Restore the backup of the base services home directory to the removed base services folder. The
backup name is backup_folder/MBSBackupBeforeTPM.zip, where backup_folder is the location that
you specified in the launchpad after installing the base services.
UNIX
2000
Linux
3. Restore the deployment engine registry. Enter the following command on a single line:
Windows
2000
call "C:\Program Files\ibm\Common\acsi\bin\de_restoredb.cmd" -bfile
"base_services_folder\DE_BACKUPS\AfterActions<timestamp>"
UNIX
2000
Linux
/usr/ibm/common/acsi/bin/de_restoredb -bfile base_services_folder
/DE_BACKUPS/AfterActions<timestamp>
where base_services_folder is the directory where the base services are installed.
86
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
4. Log on to the computer where WebSphere Application Server is installed as tioadmin and recover the
backup data:
a. Stop WebSphere Application Server Network Deployment.
Windows
2000
WAS_HOME\profiles\app_profile\bin\stopNode.bat
-user was_adminID -password was_admin_pwd
WAS_HOME\profiles\dm_profile\bin\stopManager.bat
-user was_adminID -password was_admin_pwd
UNIX
2000
Linux
WAS_HOME/profiles/app_profile/bin/stopNode.sh
-user was_adminID-password was_admin_pwd
WAS_HOME/profiles/dm_profile/bin/stopManager.sh
-user was_adminID -password was_admin_pwd
where,
app_profile
The WebSphere Application Server profile.
was_adminID
The WebSphere Application Server administrator ID. If you are using read-only LDAP
authentication, the default user ID is wasadmin.
was_admin_pwd
The password for the WebSphere Application Server administrator. If you are using read-only
LDAP authentication, enter the password for the wasadmin user.
dm_profile
The deployment manager profile.
b. Restore the deployment manager profile configuration. Enter the following command on a single
line:
Windows
2000
WAS_HOME\bin\restoreConfig.bat backup_folder\
WASBackup_afterTPMCore_ctgDmgr01.zip -logfile
backup_folder\restore_dmgr.log -user was_adminID
-password was_admin_pwd -profileName dm_profile
UNIX
2000
Linux
WAS_HOME/bin/restoreConfig.sh backup_folder/
WASBackup_afterTPMCore_ctgDmgr01.zip -logfile
backup_folder/restore_dmgr.log -user was_adminID
-password was_admin_pwd -profileName dm_profile
where backup_folder is the backup directory where the backup data is stored.
c. Restore the application server profile configuration. Enter the following command on a single line:
Windows
2000
WAS_HOME\bin\restoreConfig.bat backup_folder\
WASBackup_afterTPMCore_AppSrv01.zip -logfile
backup_folder\restore_appSrv01.log -user was_adminID
-password was_admin_pwd -profileName app_profile
UNIX
2000
Linux
WAS_HOME/bin/restoreConfig.sh backup_folder/
WASBackup_afterTPMCore_AppSrv01.zip -logfile
backup_folder/restore_appSrv01.log -user was_adminID
-password was_admin_pwd -profileName app_profile
Chapter 2. Installation and upgrade problems
87
5.
Remove the deployed information center if it exists using the Administrator user. To do this, delete
the file WAS_HOME/systemApps/isclite.ear/tpm_olh.war.
6.
2000
DB2
a.
Log on to the database server as the database instance owner and recover the database.
Windows
2000
Run the following command:
set DB2INSTANCE=<db2instance>
The default value for <db2instance> is CTGINST1 db2cmd.
b. Restore the database. Enter the following command on a single line:
db2 restore database MAXDB71 user db_adminID using db_admin_pwd
from backup_files_location/DB2Backup_AfterTPMCore/ with 3 buffers
buffer 1000 without rolling forward without prompting
db_adminID
The database instance owner that was used to install Tivoli Provisioning Manager.
db_admin_pwd
The password of the database instance owner that was specified during Tivoli Provisioning
Manager installation.
backup_files_location
The directory specified in the Backup Files Location field in the Directories for Core
Components panel.
Recover the Oracle database. For information, see your Oracle documentation. The location
of the backup is backup_files_location/OracleBackup_AfterTPMCore, where backup_files_location is the
directory specified in the Backup Files Location field in the Directories for Core Components panel.
8. Log on to the computer where WebSphere Application Server is installed and start WebSphere
Application Server.
7.
Oracle
2000
Windows
2000
WAS_HOME\profiles\dm_profile\bin\startManager.bat
WAS_HOME\profiles\app_profile\bin\startNode.bat
UNIX
2000
Linux
WAS_HOME/profiles/dm_profile/bin/startManager.sh
WAS_HOME/profiles/app_profile/bin/startNode.sh
Node agent not started during Web components installation
If you are able to log on to the WebSphere Application Server, but you receive this error, the problem
might be a mismatch between data that is stored in the properties for the installation and the values you
are providing.
Symptoms
An error is displayed, indicating that the node agent was not started during Web components installation.
Causes
This error can be created from a variety of causes. Check the following items:
1. Verify this that the node agent is started. Log on to the WebSphere Application Server console for the
node agent and see if the status is green. You can also run the startNode.bat command to check if the
node agent is started.
2. If the node agent is running, check the node agent logs for an error that indicates that the node agent
is not started. The following error is an example:
88
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Oct 8, 2008 3:09:18 PM com.ibm.tivoli.ccmdb.install.common.config.was.CfgConfigWebSphere runJythonScript
INFO: NOTE ^[runJythonScript] Result: 105
^n^
Oct 8, 2008 3:09:18 PM com.ibm.tivoli.ccmdb.install.common.config.was.CfgConfigWebSphere runJythonScript
FINE: NOTE ^STDOUT: WASX7246E: Cannot establish "SOAP" connection to host "MYMACHINE" because of an authentication failure.
Ensure that user and password are correct on the command line or in a properties file.
Exception message (if any): "ADMN0022E: Access is denied for the getProcessType operation on Server MBean because of
insufficient or empty credentials."
WASX7213I: This scripting client is not connected to a server process; please refer to the log file
C:\IBM\SMP\wasclient\logs\wsadmin.traceout for additional information.
In this example, the start script cannot determine if the node agent is running because it cannot access
the server due to incorrect credentials. If you are able to log on to the WebSphere Application Server,
but you receive this error, the problem might be a mismatch between data that is stored in the
properties for the installation and the values you are providing.
Resolving the problem
If the error is what was described above, then follow these steps:
1. In <Maximo_HOME>\maximo\en\script, back up the V7110_props.xml.
2. Modify the V7110_props.xml file so that it only includes values that do not exist in your MAXPROP
table. Query the MAXPROP table to see what properties have been added to the database. For
example, if the property mxe.db.logSQLTimeLimit is already in the table, remove the
<Add_property.....> tag for that entry in the XML file.
3. Rename the file to V7110_props.dbc.
4. Import the base services properties located in <Maximo_HOME>\maximo\en\script\V7110_props.xml.
5. In the \ibm\SMP\maximo\tools\maximo\ directory, run the updatedb command.
6. After importing the properties successfully, rename the V7110_props.dbc file so that it will not be
imported again.
Log files forprocess solution installer
A chart of log file descriptions and locations.
The process solution installer is called by the Web components installer to deploy the Web components.
The following log files are associated with installation of Web components.
Chapter 2. Installation and upgrade problems
89
Table 9. Log file information
Log type
Description
Location
Package log
These files contain the StdOut and
StdErr output of external commands
launched by the package as it is
processed by the deployment engine.
These log files are typically vital to
the proper debugging of package
issues.
<Maximo_HOME>\solutions\logs\
<PACKAGE_NAME>\
For instance, if PSI encounters an
error in the Change package, and
Tivoli Provisioning Manager is
installed to C:\IBM\SMP, then the logs
for the Change Package would be
In general, logs will have two parts, a found in: C:\IBM\SMP\solutions\
logs\Change_PMP\.
.out and .err file, both with the
same pre-extension file name. The
.out files contain the contents of the
Standard Output stream as generated
by the external command. The .err
files contain the contents of the
Standard Error stream. It is common
for one part to be blank, provided
there was no error output (or if there
were only error outputs).
Note that you might discover
numerous (10-20) package log files
generated for any particular package
installed.
Tivoli Provisioning Manager log
These are logs kept by the PSI
subsystem.
<Maximo_HOME>\logs\
CTGInstallMessageXX.log
<Maximo_HOME>\logs\
CTGInstallTraceXX.log
XX is a two digit number such as 00.
These logs contain the trace output of
the PSI subsystem.
Note: You might encounter messages
similar to the following in the
MAXIMO_DEPLOY_ERR.err file found in
the <Maximo_HOME>\solutions\logs
directory for a process manager once
it has been installed:
v sys-package-mgr: processing new
jar, C:\IBM\SMP\lib\icl.jar
v sys-package-mgr: processing new
jar, C:\IBM\SMP\lib\
CTGInstallCommon.jar
v sys-package-mgr: processing new
jar, C:\IBM\SMP\lib\
CTGInstallResources.jar
Although these messages appear in
an error log file, they are
informational only, and do not
represent deployment errors. These
messages can be safely ignored.
90
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 9. Log file information (continued)
Log type
Description
Location
Solution Install/Deployment Engine
Logs
These are logs kept by the IBM
Solution Installer/Deployment engine
runtime. PSI utilizes the IBM
technology as the means to install
and keep track of installed packages.
This runtime has its own logging
system.
C:\Program Files\IBM\Common\acsi\
logs\<USERNAME>\de_msg.log
These are logs kept of connections,
exceptions, and other failures
experienced by the WebSphere
Application Server in its day-to-day
running. These logs are often helpful
in the diagnosis of errors in
particular EAR files or other
back-end operations, such as
database connections.
<WAS_HOME>\profiles\<PROFILE>\
logs\AboutThisProfile.txt
C:\Program Files\IBM\Common\acsi\
logs\<USERNAME>\de_trace.log
So for instance, if you installed under
the user name tioadmin, the logs
would
be found under: C:\Program
Note: After an installation these logs
will contain sensitive credentials. It is Files\IBM\Common\acsi\logs\
tioadmin\de_msg.log
strongly recommended that these
logs be removed after a successful
install.
WebSphere Application Server Logs
<WAS_HOME>\profiles\<PROFILE>\
logs\<SERVER_NAME>\startServer.log
<WAS_HOME>\profiles\<PROFILE>\
logs\<SERVER_NAME>\stopServer.log
<WAS_HOME>\profiles\<PROFILE>\
logs\<SERVER_NAME>\SystemErr.log
<WAS_HOME>\profiles\<PROFILE>\
logs\<SERVER_NAME>\SystemOut.log
For example, if your WebSphere
Application Server is installed in the
C:\IBM\WebSphere\AppServer\, your
profile name is AppSrv01, and your
server name is server1, your logs
would be in this location:
C:\IBM\WebSphere\AppServer\
profiles\AppSrv01\logs\
AboutThisProfile.txt
Maximo Logs
There are also a few logs kept by
Maximo itself. These are useful in
tracking the progress, success, and
failure of a few back-end commands
provided by Maximo.
<Maximo_HOME>\maximo\tools\maximo\
log\updatedb<TIMESTAMP>.log
For example, if your Maximo install
location is C:\IBM\SMP\Maximo, and
that you executed ththe "UpdateDB
command on April 19th at
approximately 5:06:07PM, the logging
information would be written to
these files: C:\IBM\SMP\Maximo\tools\
maximo\log\
updatedb20070419170607.log
Chapter 2. Installation and upgrade problems
91
Table 9. Log file information (continued)
Log type
Description
Location
WAS Thin Client Logs
The WAS thin client is the
mechanism by which the process
manager packages communicate with
the WebSphere Application Server. If
this automated deployment fails, the
exact actions the Thin Client took
and the associated responses from the
WebSphere Application Server are
stored in logs.
<Maximo_HOME>\wasclient\logs\
CTGIN_wsadmin.traceout
<Maximo_HOME>\wasclient\logs\
wsadmin.traceout
<Maximo_HOME>\wasclient\logs\
wsadmin.valout
For example, if your Tivoli
Provisioning Manager install location
is the C:\IBM\SMP directory, then the
following log files would contain the
Thin WAS Client tracing information:
C:\IBM\SMP\wasclient\logs\
CTGIN_wsadmin.traceout
C:\IBM\SMP\wasclient\logs\
wsadmin.traceout
C:\IBM\SMP\wasclient\logs\
wsadmin.valout
It is a good practice to rename existing logs before attempting a package install. It is useful to have a log
that consists only of the information related to the success or failure of current package installation to
facilitate problem determination.
Core components or Web components installation hangs during
Cygwin installation
Problems with your Cygwin installation might cause the installer to hang during prerequisite verification.
Symptoms
While the installer verifies prerequisites during Tivoli Provisioning Manager core components or Web
components installation, the following message appears:
The Installation Wizard is checking the system prerequisites.
After waiting a few minutes, the installer seems to hang and the Next button remains disabled.
Causes
There might be a problem with your Cygwin installation.
Resolving the problem
1. Close the installer.
2. Verify if Cygwin is installed.
3. If Cygwin is not installed, install it manually. If Cygwin is installed, uninstall and then reinstall it
manually. For more information, see Installing Cygwin manually.
Silent installation of Tivoli Provisioning Manager fails
A silent installation of Tivoli Provisioning Manager will fail if Cygwin is not installed.
Symptoms
92
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
The silent installation of Tivoli Provisioning Manager fails.
Causes
Cygwin is not installed. Tivoli Provisioning Manager requires Cygwin, and required Cygwin settings are
configured during the installation process. Cygwin is not automatically installed during the Tivoli
Provisioning Manager silent install.
Resolving the problem
Install Cygwin manually before running the silent installation.
First discovery fails after installing Cygwin
After installing Cygwin, the first discovery fails because of a missing directory. Create the directory and
then proceed normally.
Symptoms
During the first discovery target server validation after installing Cygwin, an error message similar to the
following is displayed:
First discovery failed: /home/administrator does not exist
Causes
After Cygwin is installed, no /home/Administrator directory is created. When the first discovery does not
detect this directory, the error message is displayed.
Resolving the problem
1. Click OK to close the error window.
2. Double-click the Cygwin icon on the Windows desktop on the Tivoli Provisioning Manager computer.
This will create the missing directory.
3. Click Next in the installer to continue with the installation.
Cygwin installation fails
Cygwin installation will not work if the download site is unavailable. Choose a different download site
and try again.
Symptoms
The Cygwin installation fails.
Causes
The download site that you chose for the Cygwin install might be unavailable.
Resolving the problem
1. Click Back.
2. Select a different download site from the Cygwin Download Mirror Sites list.
3. Click Next to continue with the installation.
If the problem persists, cancel the installation, uninstall Cygwin, and then attempt to install Cygwin
manually. For more information, see Installing Cygwin manually.
Chapter 2. Installation and upgrade problems
93
Missing tools from Cygwin installation
If you installed Cygwin manually, you might be missing some of the required Cygwin installation
packages and be missing tools such as Telnet or FTP as a result.
Symptoms
You receive an error message that refers to missing tools, such as Telnet or FTP.
Causes
If you installed Cygwin manually, you might be missing some of the required Cygwin installation
packages.
Resolving the problem
Verify that you have a fresh Cygwin installation with all the required Cygwin packages. For more
information, see Installing Cygwin manually.
Collecting information about installation problems
Use this list to collect information when contacting IBM Tivoli Software Support.
If you need to contact IBM Tivoli Software Support, collect the following information.
v Operating system type and version, including service packs and fix packs.
v Hardware description.
v The installation log files. You can use the IBM Support Assistant to collect log files. For information
about IBM Support Assistant, see “Using log files for troubleshooting” on page 12.
Note: Log files are encoded in UTF-8 format. When you are viewing log files, ensure that you are
using a text editor that supports UTF-8, for example Windows Notepad.
v The version of WebSphere Application Server. Run the following command from the WAS_HOME/bin
directory:
genVersionReport.[bat|sh]
The command generates a report called versionReport.html, which identifies the installed version of
WebSphere Application Server and all installed maintenance packages.
v The version of the database server.
DB2
To check the version of DB2, run db2level
Oracle To check the version of Oracle Database, run the SQL command select * from v$version
v The version of Java. Change to the WAS_HOME directory and run:
Windows
2000
java -version
UNIX
2000
Linux
./java -version
v Installation media type (disks or electronic download) and level.
v
Windows
2000
Any Windows event log relevant to the installation error.
2000
Windows services that were active during the installation, for example, antivirus software.
v Windows
v If you are logged on to the computer locally. Running the installation using Remote Desktop is not
supported.
94
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v If you are logged on as a local administrator or a domain administrator. Cross-domain installation is
not supported.
Procedure
1. If you performed a default installation, review information about the values used for the installation.
You might need this information to perform some recovery actions. You can also use these values if
want to reinstall the product using the custom installation option.
2. Middleware installation: See The middleware installer logs for information about the middleware
installation logs.
3. Discovery: The installer uses discovery software to identify software and hardware on your computer.
Table 10. Discovery logs
Type of information
Header
Installation of Inventory
discovery
If there are installation errors, check
Windows
2000
%TEMP%\cit\cit.log
UNIX
/tmp/cit/cit.log
Inventory discovery scan
log
Windows
2000
%TEMP%\CITTrace.log
UNIX
/tmp/cit/CITTrace.log
The results of discovery
The files are located in:
Windows
2000
%TEMP%
UNIX
/tmp or /var/tmp
Results are stored in XML files with the fully qualified domain name in the file name.
For example if the fully qualified domain name is tpmserver.example.com, the file
names include:
cit_tpmserver.example.com_output.xml
tpmserver.example.com_hwoutput.xml
tpmserver.example.com_swoutput.xml
tpmserver.example.com_vpdoutput.xml
For some errors, for example, insufficient disk space, you can click Back in the installer to go to the
panel before the error occurred, resolve the problem by making more space available, and then click
Next to continue with the installation.
v
Windows
2000
%TIO_LOGS%\install
2000
Linux
AIX
$TIO_LOGS/install
v
4. Software installation: The following log files are created during the software installation:
Table 11. Log files for product components
Component
Log file
Cygwin
Log files are located in %TEMP%\cygwin-logs
Chapter 2. Installation and upgrade problems
95
Table 11. Log files for product components (continued)
Component
Tivoli Provisioning
Manager core components
Log file
Windows
%TIO_LOGS%\install
UNIX or Linux
$TIO_LOGS/install
Logs for the Tivoli Provisioning Manager core component installer are located in
TIO_LOGS/install_wrapper.
If these logs are not available, you can also check the following locations:
Windows
%TMP%\tclog and %TMP%\tclog_wrapper
UNIX or Linux
/tmp/tclog and /tmp/tclog_wrapper
WebSphere Application
Server
WebSphere Application Server
v Windows: %TEMP%\was-logs\was-ismp-install.log
v UNIX or Linux: /tmp/was-logs/
WebSphere Application Server SystemOut log
v Windows: %WAS_HOME%\profiles\ctgAppSrv01\logs\MXServer\
SystemOut.log
v UNIX or Linux: $WAS_HOME/profiles/ctgAppSrv01/logs/MXServer/
SystemOut.log
Logs created by WebSphere Application Server
Logs are stored in the following locations:
v Windows:
%WAS_HOME%\logs
<user_root>\logs
v UNIX or Linux
$WAS_HOME/logs
<user_root>/logs
v where <user_root> is the WebSphere Application Server profile installation
path. The default is:
– Windows: %WAS_HOME%\profiles\profile_name\logs
– UNIX or Linux: $WAS_HOME/profiles/profile_name/logs
DB2
The main installation logs are located in:
Windows
%TEMP%\db2_install_log.#####
UNIX or Linux
/tmp/db2_install_log.#####
Search for additional log files that start with db2 for other log information.
96
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 11. Log files for product components (continued)
Component
Log file
Agent Manager
Agent Manager
Windows
AgentManager\logs\AMReturnValues.log
AgentManager\logs\am_upgrade.log
UNIX or Linux
AgentManager/logs/AMReturnValues.log
AgentManager/logs/am_upgrade.log
where AgentManager is the Agent Manager installation directory.
Agent Manager certificate generation
wsadmin.traceout
Dynamic Content Delivery
Check the following location:
Windows
%TIO_LOGS%\ctgde\logs
UNIX or Linux
$TIO_LOGS/ctgde/logs
The key log files include:
v trace_manager_install.log
v trace_isx_install.log
v *.out
v *.err
Ensure that you check the *.out and *.err files, even if they are 0 kb.
Tivoli Provisioning
Manager for Job
Management Service
federator
The following log files are in TIO_HOME\DeviceManager\log:
DMS_install.log
Contains information about the Tivoli Provisioning Manager for Job
Management Service federator installation.
dms_config_trace.log
Contains detailed installation information when Tivoli Provisioning Manager
for Job Management Service federator server and database is configured. It
also contains trace information after running the DMSconfig or
DMSremoveconfig command with the showtrace option
dms_config_trace.log
Contains messages after running the DMSconfig or DMSremoveconfig
command.
Values used for configuration are in:
TIO_HOME\DeviceManager\config\DMSconfig.properties
Chapter 2. Installation and upgrade problems
97
Table 11. Log files for product components (continued)
Component
Log file
The base services
Collect the log files from the computer where the base services are installed:
v Run the following command:
–
Windows
2000
MAXIMO_HOME\scripts\LogZipper.bat
–
UNIX
MAXIMO_HOME\scripts\LogZipper.sh
v Find the [current date]_[timestamp].zip file in the MAXIMO_HOME\debug directory.
v CTGInstallMessage[nn].log and CTGInstallTrace[nn].log in the following
directories:
–
Windows
2000
–
AIX
–
2000
Linux
C:\Documents and Settings\Administrator
The root home directory /
The root home directory /root
Collect the log files from the computer where WebSphere Application Server is
installed:
v Logs under the application server directory, for example, C:\IBM
\WebSphere\AppServer\profiles\ctgAppSrv01\logs
v Deployment manager logs in the deployment manager directory, for example,
C:\WebSphere\DeploymentManager\logs
Tivoli common directory
The Tivoli common log directory:
v
Windows
2000
v
UNIX
C:\Program Files\IBM\tivoli\common\COP\logs
2000
Linux
/usr/ibm/tivoli/common/COP/logs
5. Starting Tivoli Provisioning Manager. When you start Tivoli Provisioning Manager, the file
tio_start.log is created in the default location
v
Windows
2000
C:\Program Files\IBM\tivoli\common\COP\logs
UNIX
2000
Linux
/usr/ibm/tivoli/common/COP/logs
v
6. Uninstallation: When you uninstall Tivoli Provisioning Manager core components, the log files are
located in
v
Windows
2000
%TIO_LOGS%\uninstall
2000
Linux
AIX
$TIO_LOGS/uninstall
v
If the logs are not available in this location, check the following location:
98
v
Windows
2000
v
UNIX
%TMP%/tclog_uninstall
2000
Linux
/tmp/tclog_uninstall
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 3. Logging on or logging off problems
This section describes how to recover from Tivoli Provisioning Manager logon problems.
Unable to log on to the web interface
If the LDAP server is shut down, you cannot access the web interface.
Symptoms
You are getting errors when trying to access the web interface.
Causes
The Lightweight Directory Access Protocol (LDAP) server might be shut down.
Resolving the problem
Solution 1
Check the status of the LDAP server. On the LDAP server, from the LDAP_install_dir/appsrv/bin
directory, run the following command:
ibmdirctl -D user_name -w password status
If the LDAP server is running, a confirmation message is displayed. If the LDAP server is not running,
start the LDAP server by running the following command:
ibmdirctl -D user_name -w password start
Solution 2
Run the Tivoli Directory Server Web Administration tool to check the status of the LDAP server.
1. Make sure that the Tivoli Directory Server Web Administration tool is installed on the WAS server.
For information on how to install it, go to http://www.ibm.com/developerworks/tivoli/library/twebadmin/index.html.
2. In a Web browser, go to http://host_name:9080/IDSWebApp/IDSjsp/Login.jsp
3. Log in with the appropriate user name and password. The Tivoli Directory Server Web
Administration tool starts.
4. If you cannot log in, you need to start the LDAP server. On the LDAP server, from the
LDAP_Install_dir/appsrv/bin directory, run:
startServer [.sh|.bat] server1
5. In the Tivoli Directory Server Web Administration tool, in the navigation bar, click Server
administration. The status of the LDAP server is displayed.
6. If the server is not running, click Start or Restart to start the LDAP server.
Problems logging on to computer with Turkish locale
You cannot log in if English language characters are not supported.
Symptoms
© Copyright IBM Corp. 2003, 2011
99
After successfully installing Tivoli Provisioning Manager on a computer running a Turkish locale, you are
unable to log in.
Causes
Tivoli Provisioning Manager can be installed on a computer running any locale but the user will see
English if the locale is not one of the supported languages. Turkish is not one of the supported languages.
When the user logs in, the default Turkish locale does not recognize the English language.
Resolving the problem
To fix the problem, configure the WebSphere Application Server Java Virtual Machine (JVM) argument to
recognize and handle the English language characters.
To configure the WebSphere Application Server Java Virtual Machine (JVM) argument:
1. Log in to the WebSphere Application Server Administrative Console.
2. Navigate to Servers > Application servers > server1 > Java and Process Management > Process
Definition > Java Virtual Machine.
3. Add the following at the end of the Generic JVM arguments field:
-Duser.language=en
4. Click Apply > Save to save your configuration changes.
5. Restart WebSphere Application Server to refresh your configuration changes.
User cannot change password
When changing your password, you must follow all password policy parameters, such as length and
number of alphabetic characters.
Symptoms
You cannot change your password.
Causes
The password policy parameters are incorrect (such as minimum length, minimum number of alphabetic
characters, and other parameters), so the LDAP server cannot validate the password.
Resolving the problem
Run the Tivoli Directory Server Web Administration tool to check the password policy.
Tip: Use this method for a two-node directory server installation.
1. From LDAP_Install\appsrv\bin, run:
v
UNIX
v
Windows
2000
2000
Linux
: startServer.sh
: startServer.bat
and use the following syntax:
startServer server1
2. In a Web browser, go to http://hostname:9080/IDSWebApp/IDSjsp/Login.jsp
3. Log in with the appropriate user name and password. The Tivoli Directory Server Web
Administration tool starts.
4. In the navigation bar click Server administration and then click Manage security properties.
100
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
5. In the main window:
a. Click Password policy to check whether the password syntax is enabled or not.
b. Click Password validation to check the password syntax.
6. Change your password again based on the specified password syntax.
User is not logged off when session expires
Any user is able to work from an expired session in Tivoli Provisioning Manager without logging on
until the configured LTPA timeout occurs.
Symptoms
If a session in Tivoli Provisioning Manager is left idle until it expires, any user is then able to access the
session without validating their credentials. Some pages might have exception messages because the user
is not validated.
Causes
This is a security issue. If users log on to Tivoli Provisioning Manager and leave the session idle for
longer than the HTTP Session timeout value configured in WebSphere Application Server, user
information is not invalidated and user credentials remain available until the configured LTPA token
timeout occurs.
Resolving the problem
To fix this behavior so that the user is automatically logged out after the HTTP session timeout period,
you must install fix PK25740 and then configure WebSphere Application Server.
The user who is installing the fix must:
v Be logged on as a user with Administrative rights.
v Have version 6.0.2.2 or later of the update installer. Check the version number in the C:\Program
Files\IBM\WebSphere\AppServer\updateinstaller\version.txt file.
The update installer can be downloaded from the following link: http://www-1.ibm.com/support/
docview.wss?rs=180&uid=swg21205991.
To install the fix and configure WebSphere Application Server:
1. Copy the file pk25740.pak to the WAS_HOME\updateinstaller\maintenance directory.
2. Stop WebSphere Application Server.
3. Change to the WAS_HOME\bin directory and run the following command:
v
Windows
2000
: setupCmdLine.bat
v
UNIX
: . ./setupCmdLine.sh. Notice the space between the periods. The special form for this command
sources the command to make the setting active for all processes started from the command shell.
4. Start the update installer. Change to the WAS_HOME\updateinstaller directory and run the following
command:
v
Chapter 3. Logging on or logging off problems
101
Windows
2000
: update.bat
v
UNIX
: ./update.sh
5. In the installer, enter the installation location of WebSphere Application Server and select Install
maintenance package.
6. Enter the file name of the fix: pk25740.pak.
7. Install the maintenance package.
8. When the installation is complete, log on to the WebSphere Application Server administrative
console as tioadmin at the following URL: http://<hostname:port>/admin.
where hostname is the fully-qualified domain name of the Tivoli Provisioning Manager computer and
port is the WebSphere Application Server Admin host secure port that you defined during
installation. The default port number is 9044. For example:
https://tpmserver.example.com:9044/admin
9. Click Security > Global Security.
10. Under Custom Properties, click New.
In the Name field, enter com.ibm.ws.security.web.logoutOnHTTPSessionExpire.
In the Values field, enter true.
Click Apply and Save to save the changes to your configuration.
Restart WebSphere Application Server.
11.
12.
13.
14.
Logging off disables SOAP and distribution infrastructure
Do not log off the user that started Tivoli Provisioning Manager, or else all tasks related to SOAP and the
scalable distribution infrastructure will fail.
Symptoms
If the user that started Tivoli Provisioning Manager logs off of Windows, all tasks that use the scalable
distribution infrastructure fail. All SOAP services are stopped.
Causes
On Windows, when the user that started Tivoli Provisioning Manager logs off, the SOAP services are
stopped and the scalable distribution infrastructure will not function. This will cause all related tasks to
fail. Tivoli Provisioning Manager will then attempt to run the tasks using the deployment engine as an
alternate method.
Resolving the problem
1. Login as tioadmin.
2. Open a Windows command prompt
3. Change directory to the tools folder using the following command:
cd %TIO_HOME%\tools
4. Enter the following command to restart the SOAP services:
tio.cmd
102
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Note: Do not close the command window.
When SOAP is restarted, the scalable distribution infrastructure is functional again. To avoid this
problem, ensure that the user that starts Tivoli Provisioning Manager stays logged on.
New user cannot see Start Center
When changing your password, you must follow all password policy parameters, such as length and
number of alphabetic characters.
Symptoms
You add a new user using the WebSphere Administrative Console and then log on as that user shortly
after the user account is created. Logon is successful, but you cannot see the Start Center for the user.
Causes
The Start Center is created for users in the Maximo database. The following settings influence how often
user information is updated in the database:
v The WebSphere Application Server Virtual Member Manager synchronization interval.
v WebSphere Application Server search cache timeout. WebSphere Application Server uses the cache to
save data retrieved from the LDAP server to improve performance.
By default, synchronization occurs every 5 minutes and the cache timeout interval is 10 minutes. Because
the cache timeout is longer than the synchronization interval, new user information is not provided to the
Maximo database until the cache timeout expires.
Resolving the problem
The WebSphere Application Server search cache helps to improve performance. If you do not need users
to log on immediately after creating the new user account, you can ask users to wait for 10 minutes
before logging on.
If you want to change the synchronization interval or the cache timeout, perform the following steps:
v To view or change the WebSphere Application Server VMM synchronization interval:
1. Click Go To > System Configuration > Platform Configuration > Cron Task Setup..
2. Type VMM in the Cron Task field, and press Enter.
3. In the search results, click VMMSYNC.
4. In the Cron Task Instances section, change the synchronization interval in the Schedule field as
required.
v To change the search cache timeout:
1. Login to the WebSphere Administrative Console, then navigate to Security > Secure
administration, applications, and infrastructure.
2. Locate the User account repository section and pick Federated repositories from the Available
realm definition field, and then click Configure.
3. Click the repository link in the Repository identifier, for example ISMITDS.
4. In the Caches section, ensure that Cache the search results is enabled and change the value of
Cache times out to the required value.
The base services shortcut does not work
The base services shortcut does not work after the core components installation.
Symptoms
Chapter 3. Logging on or logging off problems
103
After the installation of Tivoli Provisioning Manager , the Maximo Console shortcut from the Start menu
of the administrative workstation does not work.
Causes
The shortcut was created during bases services installation. During the core components installation, the
port is updated to the port provided by the user.
Resolving the problem
Update the shortcut to point to the following Web address:
https://<host_name>:<port>/maximo
where host_name is the host name of the provisioning server, and port is the port specified by the user
during core components installation. The default value is 9443.
104
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 4. Web interface problems
This section describes how to recover from web interface problems.
Pop-up windows do not display properly
This is a known limitation with Internet Explorer Version 6.0. Use a different browser or a newer version
of Internet Explorer.
Symptoms
In the web interface, pop-up windows and dialog boxes might not display properly when they are
located above select boxes. The select boxes might cover the options that are displayed in the pop-up
window or dialog box. You cannot choose the options that appear in the pop-up window or dialog box
because they are covered by the select boxes.
Causes
This is a known limitation with Internet Explorer Version 6.0.
Resolving the problem
Use Internet Explorer Version 7.0. or Firefox 2.0. This is only a limitation with Internet Explorer Version
6.0.
The user interface is not displayed in a Traditional Chinese installation
The navigation in a Tivoli Provisioning Manager installation in Traditional Chinese cannot be seen if
Javascript is not enabled in your Web browser.
Symptoms
The left hand navigation in the user interface of a Traditional Chinese installation of Tivoli Provisioning
Manager is missing.
Causes
JavaScript is not enabled in your Web browser.
Resolving the problem
Enable JavaScript in your Web browser and reload the page to see the correct user interface.
For Internet Explorer, perform the following steps to enable JavaScript:
1. In your Internet Explorer Web browser, clickTools > Internet Options > Security.
2. Select the appropriate Web content zone, for example, Local Intranet, and then click Custom Level.
3. In the Security Settings list, enable the following options: Active Scripting, Allow paste operations
via script, and Scripting of Java applets.
4. Click OK.
Depending on your version of Mozilla Firefox, use one of the following methods to enable JavaScript:
© Copyright IBM Corp. 2003, 2011
105
1.
2.
3.
4.
5.
In Firefox, select Edit > Preferences.
Click the arrow next to Advanced.
Click Scripts & Plugins.
Beneath Enable JavaScript for, click Navigator.
Click OK.
6. Refresh your Web browser to see the changes.
or
1. In Firefox, click Tools > Options > Content.
2. Select Enable JavaScript.
3. Click OK.
4. Refresh your Web browser to see the changes.
Web interface slows down
Add a dedicated port for the web interface to avoid slow performance if you expect a large volume of
traffic.
Symptoms
The performance of the web interface is slow.
Causes
There is a high volume of traffic in the web interface.
Resolving the problem
Add a dedicated port for the web interface. The existing SSL mutual authentication port (9046) will still
be used for communication with the targets.
To configure a dedicated port for the web interface:
1. Log on to the WebSphere Application Server administrative console at:
https://<hostname>:9443/ibm/console/logon.jsp
2. Click Environment > Virtual Hosts.
3. Click TPMVirtualHost > Host Aliases.
4. Click New. The new page is displayed.
5. Specify the following values:
v Host name: *
v Port: Specify an available port. For example, port 9049.
6. Click OK. The Host Aliases table is updated with the new port.
7. Save your changes and log out of the console.
8. Restart Tivoli Provisioning Manager.
The dedicated port is now configured. You can now access the web interface with the following URL:
https://<fully_qualified_domain_name:port>/tcWebUI.
fully_qualified_domain_name
The fully-qualified domain name of the Tivoli Provisioning Manager server.
port
106
The new dedicated port number that you have configured.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
For example, https://tpmserver.example.com:9049/tcWebUI
Errors when using the web interface while a local firewall is enabled
Some desktop firewall applications that are running locally on the client computer might conflict with the
Tivoli Provisioning Manager web interface.
Symptoms
When you try to do administrative tasks from the Tivoli Provisioning Manager web interface while
firewall applications are running on the client computers, certain features of the desktop firewall might
interfere with the user interface functions and cause errors.
Causes
Some desktop firewall applications that are running locally on the client computer, such as Zone Labs
Integrity Client, can remove the HTTP Referer field from the header of the HTTP request. In Zone Labs
Integrity Client, this feature is enabled using the Remove private header information setting.
When enabled, this setting automatically replaces the value of the HTTP Referer field with the XXXXXXX
string. As a result, a number of functions in the Tivoli Provisioning Manager web interface will not work.
The error messages that are displayed are not descriptive.
Resolving the problem
Before logging in to Tivoli Provisioning Manager, ensure that the HTTP Referer field removal does not
apply to the Tivoli Provisioning Manager Web site.
The following are Zone Labs Integrity Desktop-specific instructions to customize the privacy settings for
the Tivoli Provisioning Manager Web address so that they no longer interfere with the Tivoli Provisioning
Manager user interface.
1. Open the Zone Labs Integrity Desktop.
2. Click Privacy. The Main tab is displayed. Click the Site List tab.
3. Click Add. The Add Site window is displayed.
4. Type the URL of the Tivoli Provisioning Manager server, and then click OK.
5. Verify that the Web address of the Tivoli Provisioning Manager server is now added to the site list,
and that check marks indicate that all of the settings are enabled for this particular site. A pencil icon
in the Edited column indicates that you have customized privacy settings for this site, and that the
site will remain in your list.
Cannot load the web interface on a Solaris computer
This issue is caused by a Java problem on Solaris.
Symptoms
On a Solaris computer, the web interface does not load. The following error is generated:
The system is out of resources.
Consult the following stack trace for details.
java.lang.OutOfMemoryError
at java.util.zip.ZipFile.open(Native Method)
at java.util.zip.ZipFile.<init>(ZipFile.java:111)
at java.util.zip.ZipFile.<init>(ZipFile.java:71)
at com.sun.tools.javac.v8.code.ClassReader.openArchive(ClassReader.java:972)
at com.sun.tools.javac.v8.code.ClassReader.list(ClassReader.java:1218)
at com.sun.tools.javac.v8.code.ClassReader.listAll(ClassReader.java:1339)
Chapter 4. Web interface problems
107
at
at
at
at
at
at
at
at
at
at
at
at
com.sun.tools.javac.v8.code.ClassReader.fillIn(ClassReader.java:1361)
com.sun.tools.javac.v8.code.ClassReader.complete(ClassReader.java:1052)
com.sun.tools.javac.v8.code.Symbol.complete(Symbol.java:372)
com.sun.tools.javac.v8.comp.Enter.visitTopLevel(Enter.java:467)
com.sun.tools.javac.v8.tree.Tree$TopLevel.accept(Tree.java:390)
com.sun.tools.javac.v8.comp.Enter.classEnter(Enter.java:442)
com.sun.tools.javac.v8.comp.Enter.classEnter(Enter.java:456)
com.sun.tools.javac.v8.comp.Enter.complete(Enter.java:596)
com.sun.tools.javac.v8.comp.Enter.main(Enter.java:582)
com.sun.tools.javac.v8.JavaCompiler.compile(JavaCompiler.java:331)
com.sun.tools.javac.v8.Main.compile(Main.java:569)
com.sun.tools.javac.Main.compile(Main.java:47)
Causes
This issue is caused by a Java problem on Solaris.
Resolving the problem
Do the following steps:
1. Stop the provisioning server. For more information, see the instructions in the topic called Starting the
provisioning server (UNIX or Linux) in the Tivoli Provisioning Manager Administrator Guide.
2. Open the $TIO_HOME/.tools/tpmJspCompiler.sh file and remove the following text:
-webmodule.name tcWebUI.war
then save your change.
3. Run the following command to precompile all JavaServer Pages:
TIO_HOME/.tools/tpmJspCompiler.sh
4. Restart the provisioning server using the instructions in the Starting the provisioning server (UNIX or
Linux) topic.
Exception error prevents the user interface from being viewed
This error occurs because the amount of detail in the database tables is too large. Edit the database table
display limit.
Symptoms
An exception error occurs preventing the user from viewing the affected part of the user interface.
Causes
This error occurs because the amount of detail in the database tables is too large.
Resolving the problem
Edit the database table display limit.
1. In the directory where you installed Tivoli Provisioning Manager, open the ui.xml file. For example,
the file might be in the ...\IBM\tivoli\tpmfsw\config\ directory.
2. Find <db-truncation>500</db-truncation> and edit the truncation size. A display limit of 500 or
smaller is recommended.
108
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Web interface has slow response time
For better performance in high traffic, consider dedicating a port to the web interface in WebSphere
Application Server.
Symptoms
The WebSphere Application Server web interface has slow response time.
Causes
Your computer is experiencing a high volume of traffic.
Resolving the problem
Consider dedicating a port to the web interface in WebSphere Application Server. The existing SSL
mutual authentication port will still be used for communication with targets. The default SSL mutual
authentication port is 9046. For more information, see the WebSphere Application Server documentation.
Chapter 4. Web interface problems
109
110
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 5. Security problems
This section describes how to recover from security problems.
VMMSYNC cron task does not synchronize information
Use debug mode on the cron task to determine whether this problem is because of incorrect LDAP setup,
incorrect credentials, or because administrative mode is turned on.
Symptoms
When you run a VMMSYNC cron task, the information from LDAP does not get synchronized into the
Tivoli Provisioning Manager system. No records created in LDAP can be seen in the user interface.
Causes
There are several possible causes for this:
v incorrect LDAP setup
v incorrect user credentials
v administrative mode is turned on for database configuration
Resolving the problem
To determine the cause of the problem, turn on debug mode for the cron task by following the
instructions:
1. Click Go To > System Configuration > Platform Configuration > Logging.
2. In the Logger field, type crontask.
3. For each instance of crontaskmgr and crontask, select DEBUG in the Log Level field, and activate them
by clicking the check box.
4. Save the settings by clicking the Save Logger button, and in the Select Action drop-down list, choose
Apply Settings to activate the debug logging.
The debug information can be found in the SystemOut.log file in the %WAS_HOME%\profiles\ctgAppSrv01\
logs\MXServer directory.
The VMMSYNC cron task does not run
The task will not run if the LDAP distinguished names in the GroupMapping and UserMapping
parameters contain quotation marks.
Symptoms
When you request the VMMSYNC cron task to run, the task does not work.
Causes
The LDAP distinguished names in the GroupMapping and UserMapping parameters contain quotation
marks (" ").
Resolving the problem
© Copyright IBM Corp. 2003, 2011
111
Remove the quotation marks from the GroupMapping and UserMapping parameters.
1. Navigate to Go To > System Configuration > Platform Configuration > Cron Task Setup.
2. In the list, find the VMMSYNC cron task.
3. Click on the VMMSYNC cron task.
4. Click the Parameters tab and expand the GroupMapping parameter.
5. In the Value field, find the LDAP information within the <basedn> tags and remove any quotation
marks around the distinguished names.
6. Expand the UserMapping parameter and remove any quotation marks around the LDAP
distinguished names within the <basedn> tags.
7. Click Save.
8. Restart the provisioning server.
Provisioning groups can be modified without permission
Security groups created on the basis of provisioning groups can be modified by users who do not have
permission to change it.
Symptoms
A Tivoli Provisioning Manager user other than MAXADMIN has update permissions to provisioning groups
applications, and can change provisioning groups created for the purpose of security.
Causes
The security groups that are created on the basis of provisioning groups have no security constraints set
up.
Resolving the problem
To restrict security groups so that they can only be accessed by authorized users, group together the
provisioning groups created for the purpose of security, and then restrict the group's access by
performing the following actions:
Group together the provisioning groups with security functions:
1. Click Go To > Deployment > Provisioning Groups.
.
2. Create a static provisioning group by clicking the
3. Add the groups you want to protect by clicking Add Groups button, and then save the settings by
clicking
.
Restrict the user access to the newly created group by creating appropriate conditions for the group:
1. Click Go To > Administrator > Conditional Expression Manager.
2. Add a new condition by clicking the New Row button.
3. Define the name for the condition by choosing the EXPRESSION as its Type, and then type in the
following Expression:
(EXISTS (select 1 from group_membership gm, tpgroup g where g.name =
’new_group_name’ AND g.id=gm.group_id and
is_nested_group=’Y’ and gm.dcm_object_id=:id))
OR (:name = ’new_group_name’)
where new_group_name is the name of the group defined in the step above.
112
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
4. Check the Always Evaluate? check box, and then click
.
Create a data restriction with the new condition Once the condition is created for the group, add a
READONLY data restriction to it with the following actions:
1. Click Go To > Security > Security Groups .
2. Select the security groups that you created.
3. Click the Data Restrictions tab, and then select New Row to create a data restriction.
4. Define Object as TPGROUP, and Type as READONLY.
5. Choose Select Value from the Detail Menu drop down list.
6. Select the newly selected condition name.
7. Save the settings by clicking
.
You have now set a data restriction that will restrict the access to security groups you want to protect.
Error when user adds a task to a plan
If the message BMXAA0024E - ADD is not allowed on WOACTIVITY is displayed, a default site is not
configured for the user.
Symptoms
The message BMXAA0024E - ADD is not allowed on WOACTIVITY is displayed when a user attempts add a
task to a plan in a work order using the Work Order Tracking application.
Causes
A default site is not configured for the user.
Resolving the problem
As a prerequisite, at least one site must be enabled and configured in the deployment. The user or
administrator can configure the default site for the user from the Profile > Default Information panel for
the user or via the Users application.
Duplicate records in provisioning group application
These are valid distinct function options. For example, one might be used in a menu and the other in a
button.
Symptoms
Some records are listed twice when looking at provisioning applications in the Security Groups
application.
Causes
Applications have the same labels for different sign options (option names) when displayed in the
Security Groups > Applications tab. These are valid distinct function options. For example, one might be
used in a menu and the other in a button.
Resolving the problem
Chapter 5. Security problems
113
You can modify this by enabling or disabling the options for a particular security group. This change is
typically done in pairs.
Error when using special characters to create a user or role
The Distinguished Name (DN) syntax supported by the directory server does not support special
characters. Use a backslash before using special characters in an attribute value in a distinguished name
string.
Symptoms
If you include special characters like comma (,), equals (=), plus (+), less than (<), greater than (>),
number sign (#), semicolon (;), backslash (\), and quotation marks () in the user name or role name, the
following error occurs:
COPCOM132E An error occurred during the LDAP operation: cn=#dffded:
[LDAP: error code 34 - Invalid DN syntax].
Causes
The Distinguished Name (DN) syntax supported by the directory server does not support special
characters. This is a known problem with the IBM Tivoli Directory Server and is described in detail in the
Tivoli Directory Server Administration Guide that is available in the Tivoli Software Information Center.
Resolving the problem
Enter a backslash (\) before using special characters or other characters in an attribute value in a
distinguished name string.
User is not logged out of session on time out
The user is not automatically logged off when using basic authentication. Use the form base
authentication instead.
Symptoms
When a session times out, the user is not logged off if basic authentication is being used.
Causes
The user is not automatically logged off when using basic authentication. If you click Refresh or press F5
after getting the timeout message, you will be taken back to the console without a password prompt.
Resolving the problem
Use the form base authentication instead of basic authentication.
New access group is not displayed in group list
It can take up to one minute to refresh the page. To see the new group immediately, refresh the page
manually.
Symptoms
When you add a new access group in a one-node Microsoft Active Directory (MSAD) setup, the group is
not displayed immediately.
114
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Causes
It can take up to one minute to refresh the page because the refresh interval for the MSAD server is one
minute.
Resolving the problem
To see the new access group immediately, refresh the page manually.
Web browser has SSL security warnings
Security warnings appear if you access Tivoli Provisioning Manager with an outdated version of a Web
browser.
Symptoms
When you access Tivoli Provisioning Manager using secure socket layer (SSL), not all content is SSL
enabled. After you submit the user name and password, you receive a warning message asking if content
that is not encrypted with SSL during the initial login can be displayed.
Causes
The Web browser that you used to access Tivoli Provisioning Manager is outdated (for example, Internet
Explorer 6). Use a new version of the Web browser to avoid the security warnings.
Resolving the problem
The Web browsers that you use to access Tivoli Provisioning Manager must be of the following versions
or newer:
Internet Explorer
Internet Explorer 7
Mozilla Firefox
Firefox 2
For more information, see the topic Configuring the Web browser to use the Tivoli Provisioning Manager
certificate in the Tivoli Provisioning Manager information center.
Cannot change the user password
User passwords cannot be changed in the provisioning Web interface.
Symptoms
Errors occur when you try to change the user password in the provisioning Web interface.
Causes
Changing the user password in the Web interface is not supported.
Resolving the problem
Microsoft Active Directory
Users can log on to the LDAP server using their user name and password to change their own user name
and password.
Chapter 5. Security problems
115
Tivoli Directory Server
Tivoli Directory Server provides a Web Administration Tool for users to update their information and
change passwords. The tool is not installed by default. See the documentation for details on how to
install the Web Administration Tool: http://publib.boulder.ibm.com/infocenter/tivihelp/v2r1/
index.jsp?topic=/com.ibm.IBMDS.doc/install27.htm.
After the Web Administration Tool is installed, change the user password:
1. Start the Web Administration Tool using the following command:
Windows
2000
<install_path>\idstools\bin\startWebadminApp.bat
UNIX
<install_path>/idstools/bin/startWebadminApp
where install_path is the directory where you installed Tivoli Directory Server. For detailed
instructions, see the topic called Starting the Web application server to use the Web Administration
Tool: http://publib.boulder.ibm.com/infocenter/tivihelp/v2r1/index.jsp?topic=/com.ibm.IBMDS.doc/
install18.htm.
2. Users can launch the tool using the following Web address:
http://<hostname>:12100/IDSWebApp/IDSjsp/Login.jsp
where hostname is the host name of the Tivoli Directory Server.
3. Log on to the tool with your user name.
4. Click User properties > Change password.
If users receive the following error when they try to change their password, they do not have
permission to update their own password:
GLPWCO025W
The password cannot be changed. The user does not have
the authority to modify the password.
The LDAP administrator can update the permissions by running the following command:
ldapmodify -D <adminDN> -w <AdminPwd> -i <modifyACL.ldif>
For example:
ldapmodify -D cn=root -w password -i modifyACL.ldif
where the modifyACL.ldif file contains the following information, for example:
dn: cn=tioappadmin,dc=ibm,dc=com
changetype: modify
add: aclentry
aclentry: access-id:cn=this:at.userpassword:rwsc
Replace cn=tioappadmin,dc=ibm,dc=com with your user dn.
After the command is run, users must correct permission to update their own passwords.
Error when importing a key or certificate to a keystore
Error when importing a key or certificate to a keystore.
Symptoms
When importing a key or certificate in to a keystore or truststore, the following error may be shown:
Java.io.IOException: Error in loading the keystore: Private key decryption error:
(java.security.InvalidKeyException: Illegal key size)
Causes
116
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
The error is caused by the restricted policy on the JCE that is installed by default.
Resolving the problem
To
1.
2.
3.
download the unrestricted version:
Go to: https://www14.software.ibm.com/webapp/iwm/web/preLogin.do?source=jcesdk.
Log on.
Select Unrestricted JCE Policy files for SDK for all newer versions Version 1.4.2+ .
4. Click Continue to continue the download process.
After the zip file is downloaded, there are 3 files in the zip:
v readme.txt
v local_policy.jar
v US_export_policy.jar
Update the JCE policy in the JAVA_HOME directory in the Windows environment:
1. Click Start > Control Panel > System
2. Under the Advanced Tab > Environment Variables
3. Note the value of the JAVA_HOME variable.
4. Replace the local_policy.jar and US_export_policy.jar in the %JAVA_HOME%\lib\security folder.
Note: Do not rename or overwrite the original files, backup the original files to another location
before replacing.
5. Go to the iKeyman or GSKit location.
6. Start iKeyman.exe or gsk7ikm.exe.
Update the JCE policy for Tivoli Provisioning Manager environment:
1. Stop Tivoli Provisioning Manager.
2. Replace the local_policy.jar and US_export_policy.jar in %WAS_HOME%\java\jre\lib\security.
3. Start Tivoli Provisioning Manager.
Error after updating the maximo.properties
Error after updating the maximo.properties.
Symptoms
After updating the maximo.properties, when starting the TPM, an error similar to the following can be
seen in the SystemOut.log.
javax.crypto.BadPaddingException
Causes
The problem is caused by the editor that is being used for updating the maximo.properties. The editor
adds an extra character into the encrypted password section.
Resolving the problem
In order to avoid the addition of the new character, it is recommended to use notepad to edit the
maximo.properties.
Chapter 5. Security problems
117
GSKit key manager does not recognize CMS key database type
When configuring DB2 for SSL communication, the GSKit key manager does not recognize the CMS key
database type. Because of this, you cannot generate a new keystore file.
Symptoms
The GSKit key manager does not recognize the CMS key database type. You receive an error message
stating that the CMS Java native library is not found.
Causes
This problem might occur if you have an older JDBC version that was installed with DB2 v 9.5 FP3a.
Resolving the problem
To resolve this problem, upgrade your JDBC version to the latest available version.
Removing users from Tivoli Provisioning Manager
You might receive an error if you try to remove users from Tivoli Provisioning Manager using the
Maximo user interface.
Symptoms
You cannot delete users from Tivoli Provisioning Manager using the Maximo user interface. You receive
the following error message when you try to delete users:
DMXAA0026E - The method cannot be called because application server security is enabled.
Environment
You are using LDAP to manage the user repository.
Resolving the problem
Complete the following steps to remove users from the Tivoli Provisioning Manager database:
1. Click Go To > Security > Security Groups.
2. Click Select Action->Security Controls.
3. Check if login tracking is enabled. Enable login tracking if it is not enabled. Information about how
to enable login tracking is available in the Maximo online help.
4. Stop Tivoli Provisioning Manager.
5. Enter the following SQL command:
UPDATE MAXIMO.MAXPROPVALUE SET PROPVALUE=’0’ WHERE PROPNAME = ’mxe.LDAPUserMgmt’
6.
7.
8.
9.
Start Tivoli Provisioning Manager.
Ensure that the user is removed from the LDAP server.
Click Go To > Security > Users.
Click the user that you want to remove.
10. Click Select Action->Delete User.
11. Enter the following SQL command:
UPDATE MAXIMO.MAXPROPVALUE SET PROPVALUE=’1’ WHERE PROPNAME = ’mxe.LDAPUserMgmt’
12. Restart Tivoli Provisioning Manager.
118
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 6. Discovery problems
This section describes how to recover from Tivoli Provisioning Manager discovery problems.
Log file for troubleshooting inventory discovery
Check the log files if you encounter problems running an inventory discovery on a target that does not
have Tivoli Common Agent installed.
If you encounter problems when running an inventory discovery on a target that does not have Tivoli
Common Agent installed, you can check the log files using the following steps:
Procedure
Check the contents of the following directories:
v On the Tivoli Provisioning Manager server:
– TIO_LOGS\console.log
– $TIO_HOME/tmp/cit_subagent/platform/target_id_timestamp
Note: By default this directory is deleted. You should set a property to keep it.
v On the computer on which the common agent is not installed:
– /tmp/cit_discoveryId
Lack of information from Initial Discovery
User credentials are needed to access full information about the discovered computers. Otherwise, very
little information is provided.
Symptoms
When running Initial Discovery, very limited information about the discovered computers is returned if
no user credentials are provided.
Causes
User credentials are needed to access full information about the discovered computers.
Resolving the problem
To retrieve detailed information about the discovered computers, it is recommended that you provide
user credentials. If you do not provide them, only limited information about the computer (such as the
host name and operating system) is returned, and the discovered computers are added into the
Unknown Resources page.
Incorrect value for cpu.type in data model
The discovery populates a 32-bit value in the data model by default. If the target computer has a 64-bit
processor, manually change the value of cpu.type to 64-bit.
Symptoms
© Copyright IBM Corp. 2003, 2011
119
After running a Rembo Hardware Discovery against a target computer, the value for cpu.type is not
correctly inserted into the data model.
Causes
The discovery cannot always determine whether the target computer has a 32-bit or 64-bit processor. The
discovery populates a 32-bit value in the data model by default, but with this value it is not possible to
install a 64-bit operating system image on the target computer.
Resolving the problem
Manually change the cpu.type value from 32-bit to 64-bit.
Microsoft Active Directory discovery only displays short names
Microsoft Active Directory discovery only displays the short names of the discovered computers because
it only detects the information which was defined in the Microsoft Active Directory registry.
Symptoms
Microsoft Active Directory discovery only displays the short names of the discovered computers, and not
their fully qualified host names.
Causes
Microsoft Active Directory discovery only detects the information which was defined in the Microsoft
Active Directory registry.
Resolving the problem
Set a fully qualified host name as the computer name on the target computer before running a Microsoft
Active Directory discovery.
No hardware report information from Microsoft Active Directory
discovery
A Microsoft Active Directory discovery only detects the information which was defined in the Microsoft
Active Directory registry.
Symptoms
No hardware information is returned after running a Microsoft Active Directory discovery against a
computer.
Causes
A Microsoft Active Directory discovery only detects the information which was defined in the Microsoft
Active Directory registry.
Resolving the problem
Go to the Variable tab of the discovered computer to display more attributes found by the Microsoft
Active Directory discovery.
120
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Inventory scan fails if Tivoli Common Agent is not installed
The inventory scan fails because the service access point is not defined for this computer.
Symptoms
An inventory scan on a computer discovered by Microsoft Active Directory discovery fails if the
computer does not have Tivoli Common Agent installed.
Causes
The operation fails because the service access point is not defined for this computer.
Resolving the problem
Perform a network discovery on that computer to define the RXA Service Access Point, or install Tivoli
Common Agent on the target computer.
Discovery of Linux on zSeries is overwriting the record for another
Linux on the same hostplatform in the data model
For Linux on zSeries®, all the virtual computers on the same hostplatform share the same MAC address.
The discovery uses the MAC address to identify the discovered computers. If two or more computers
share the same MAC address, they are considered as one computer. You can update the MAC for the
layer 2 mode device so that the Linux virtual machine is assigned a unique MAC address. The virtual
machine MAC address must be unique within the same hostplaform.
Symptoms
The discovery of a first machine is completed successfully. The discovery of a second machine on the
same hostplaform is completed with a message stating that the machine exists in the data model. All data
from the previous discovery is overwritten by the second one.
Causes
The operation fails because the virtual computers on the same hostplatform have the same MAC address.
Resolving the problem
To change the MAC address on SuSE on zSeries systems, perform the following steps:
1. Create a hardware device configuration file in /etc/sysconfig/hardware/hwcfg-qeth-bus-ccw-0.0.#:
2. Set the value for parameter QETH_LAYER2_SUPPORT to 1.
3. Set the value for parameter QETH_OPTIONS to 1. The following example shows a hardware device
configuration file:
STARTMODE="auto"
MODULE="qeth"
MODULE_OPTIONS=""
MODULE_UNLOAD="yes"
SCRIPTUP="hwup-ccw"
SCRIPTUP_ccw="hwup-ccw"
SCRIPTUP_ccwgroup="hwup-qeth"
SCRIPTDOWN="hwdown-ccw"
CCW_CHAN_IDS="0.0.7868 0.0.7869 0.0.786a"
Chapter 6. Discovery problems
121
CCW_CHAN_NUM="3"
CCW_CHAN_MODE="GBEOSA"
QETH_LAYER2_SUPPORT="1"
QETH_OPTIONS="fake_ll=1"
4. Create an interface configuration file in /ect/sysconfig/network/ifcfg-qeth-bus-ccw-0.0.#:
5. Set the value for parameter LLADDR to the MAC address you want, for example 00:01:02:03:04:05. The
following example shows an interface device configuration file:
BOOTPROTO="static"
UNIQUE=""
STARTMODE="onboot"
IPADDR="9.26.177.36"
NETMASK="255.255.255.0"
NETWORK="9.26.177.0"
BROADCAST="9.26.177.255"
_nm_name=’qeth-bus-ccw-0.0.7858’
LLADDR="00:01:02:03:04:05"
6. Test the configuration files:
#> hwup qeth-bus-ccw-0.0.#
The following result is displayed:
hwup: module ’qeth’ already present in kernel
7. Restart the system.
8. Use the following commands to change the MAC address to the value you want.
a. Stop the network interface:
ifconfig eth0 down
b. Run the command for changing the MAC address:
ifconfig eth0 hw ether 00:01:02:03:04:05
c. Start the network interface:
ifconfig eth0 up
To change the MAC address on Red Hat on zSeries Systems, perform the following steps:
1. Create the configuration file in /etc/sysconfig/network-scripts/ifcfg-eth0:
DEVICE=eth0
BOOTPROTO=static
IPADDR=9.26.177.39
NETMASK=255.255.255.0
NETTYPE=qeth
ONBOOT=yes
PORTNAME=GBEOSA
SUBCHANNELS=0.0.7874,0.0.7875,0.0.7876
MACADDR=00:01:02:03:DC:08
OPTIONS="layer2=1"
2. Add or verify the alias in /etc/modprobe.conf:
alias eth0 qeth
3. Restart the system.
4. Use the following commands to change the system MAC address to the value you want.
a. Stop the network interface:
ifconfig eth0 down
b. Run the command for changing the MAC address:
ifconfig eth0 hw ether 00:01:02:03:04:05
c. Start the network interface:
ifconfig eth0 up
122
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Common agent cannot be installed using Microsoft Active Directory
Before trying to install the Tivoli Common Agent, perform a network discovery on the target computer.
Symptoms
Tivoli Common Agent cannot be installed on a computer using Microsoft Active Directory.
Causes
This operation fails because the service access point is not defined for the target computer.
Resolving the problem
Before trying to install the Tivoli Common Agent, perform a network discovery on the target computer to
define the service access point.
Cannot run Microsoft Updates discovery on UNIX
A workaround is available if a Microsoft Updates discovery fails.
Symptoms
When running a Microsoft Updates discovery on UNIX target computers using Tivoli Provisioning
Manager, the operation fails.
Resolving the problem
As a workaround, perform these steps for UNIX target computers, except AIX-based computers:
1. Click Go To > Administration > Provisioning > Provisioning Global Settings.
2. Click the Variables tab.
3. Create a variable using cabextractcommand as its key.
4. Set the value for this key to:
cabextract _CAB_FILE_NAME_ -d _WORKING_DIRECTORY_
5. Install the cabextract utility on the UNIX target computers you want to discover using the Microsoft
Updates discovery:
a. Download cabextract-1.2.tar.gz from the http://www.cabextract.org.uk/ Web site.
b. Perform the following actions to install the cabextract utility:
1) Navigate to the directory where you downloaded the rpm cabextract utility.
2) Run the following command to install the cabextract rpm package:
rpm -ivh RPM_NAME
Perform these steps for AIX-based computers:
1. Download the following packages:
v #rpm -ivh gcc-4.2.0-3.aix5.3.ppc.rpm
v #rpm -ivh libgcc-4.2.0-3.aix5.3.ppc.rpm
v #rpm -ivh libstdcplusplus-4.2.0-3.aix5.3.ppc.rpm
v #rpm -ivh libstdcplusplus-devel-4.2.0-3.aix5.3.ppc.rpm
v #rpm -ivh gcc-cplusplus-4.2.0-3.aix5.3.ppc.rpm
v #/usr/sbin/updtvpkg
2. Click Go To > Administration > Provisioning > Provisioning Global Settings.
Chapter 6. Discovery problems
123
3. Click the Variables tab.
4. Create a variable using cabextractcommand as its key.
5. Set the value for this key to:
cabextract _CAB_FILE_NAME_ -q -d _WORKING_DIRECTORY_
6. Install the cabextract utility on the AIX target computers you want to discover using the Microsoft
Updates discovery:
a. Download cabextract-1.2.tar.gz from the http://www.cabextract.org.uk/ Web site.
b. Run the following commands to install the cabextract utility:
v $ gzip -cd < cabextract-1.2.tar.gz | tar xf v $ cd cabextract-1.2
v $ ./configure
v $ make
v $ make install
Wrong locale discovered on Linux computers
The computer locale is not discovered correctly because the computer locale variables are not set.
Symptoms
The inventory discovery does not detect the correct locale of Linux computers if Tivoli Common Agent is
not installed on them.
Causes
The computer locale is not discovered correctly because the computer locale variables in the
etc/environment file are not set.
Resolving the problem
Ensure that you have set the appropriate LC_* and LANG variables according to your computer locale in
2000
Linux
the Windows
/etc/environment or 2000
~/.ssh/environment file depending on your computer
configuration.
Deadlock problems during a discovery
The AM.Discovery.Thread.Count variable specifies how many threads to use when processing discovery
data. The default value is 8, but it can be set to 1 if problems occur.
Symptoms
When running a discovery, some deadlock issues arise.
Causes
The AM.Discovery.Thread.Count variable specifies how many threads to use when processing discovery
data that is returned from the agent manager during an agent manager discovery run. If no value is
specified, then the default value is used, which is 8.
Resolving the problem
124
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
As a workaround for deadlock situations during a discovery run, the value of the
AM.Discovery.Thread.Count variable can be set to 1, which means that only one thread is processing the
data.
Dual computer information after agent installation on provisioning
computers
If the host names specified for the target computer in the DNS and on the operating system do not
match, then the network discovery creates two separate data model records for the same target computer.
Symptoms
After discovering a computer with network discovery and then installing the common agent on it,
another data model record is created for that computer but it displays a different computer name.
Causes
If the host names specified for the target computer in the DNS and on the operating system do not
match, then the network discovery creates two separate data model records are created for the same
target computer.
Resolving the problem
Ensure that the computer host name configured for DNS and the host name configured in the operating
system are the same.
Windows Vista computers cannot be discovered by the network
discovery using their IPv6 addresses
A workaround is available if Windows Vista computers cannot be discovered.
Symptoms
Windows Vista target computers cannot be discovered using the discovery wizard provided to perform a
network RXA-based discovery.
Resolving the problem
As a workaround for this discovery issue, set up theWindows Vista target computers of your
environment as follows:
1. If you are a member of a local administrators group and you use a local user account, complete the
following three steps to be able to perform administrative tasks on the target computers:
a. Enable the built-in Administrator account and use it to connect. To enable the built-in
Administrator account, open the Windows Control Panel and click Administrative Tools > Local
Security Policy > Security Settings > Local Policies > Security Options . Then double-click
Accounts: Administrator account status and select Enabled.
b. Disable the user account control if a different administrator user account is to be used to connect
to the Windows Vista computer. To disable the user account control, open the Windows Control
Panel and click Administrative Tools > Local Security Policy > Security Settings > Local Policies
> Security Options . Then double-click User Account Control: Run all administrators in Admin
Approval Mode and select Disabled. Changing this setting requires a reboot of the computer.
Chapter 6. Discovery problems
125
c. Disable the user account control if you administer a workstation with a local user account
(Security Account Manager user account). Otherwise, you will not connect as a full administrator
and will not be able to perform administrative tasks. To disable the user account control perform
the following steps:
1) Click Start > Run.
2) Type regedit, and press Enter.
3) Locate and click the following registry subkey:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System
4) Right-click LocalAccountTokenFilterPolicy, and click Modify. If the
LocalAccountTokenFilterPolicy registry entry does not exist, follow these steps:
a) From the Edit menu, click New, and then click DWORD Value.
b) Type LocalAccountTokenFilterPolicy, and then press Enter.
5) In Value enter 1 , and click OK.
6) Restart the computer.
2. The target computers must have the Remote Registry service started, which represents the default
configuration, in order for Remote Execution and Access (RXA) to connect to the target computer.
Verify the service status clicking Administrative Tools > Services and start the Remote Registry
service if needed.
Windows 2003 computers cannot be discovered using their IPv6
addresses
Windows 2003 Server computers are not discovered if the discovery configuration specifies their IPv6
addresses.
Symptoms
After running the network RXA-based discovery, the discovery might fail and the workflow log might
display an error message similar to the following:
CTGRI0001E The application could not establish a connection to
2002:091A:0519:11F5:020D:60FF:FED4:F416.
Causes
If the IPv6 addresses of the computers have been used in the discovery configuration, the Windows 2003
Server Enterprise SP2 target computers cannot be reached when doing a network RXA-based discovery.
Resolving the problem
As a workaround for this discovery issue, complete the following steps for each Windows 2003 Server
Enterprise SP2 target computer in your environment.
1. Create the CNAME record for the file server on the appropriate DNS server, if the CNAME record
does not exist.
2. Apply the following registry change to the file server:
a. Start the Registry Editor (Regedt32.exe).
b. Locate and click the following key in the registry:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Smb\Parameters
c. On the Edit menu, click Add Value, and then add the following registry value:
DWORD key IPv6Protection
Add with hex value 00000014 (0x00000014).
126
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
DWORD key IPv6EnableOutboundGlobal
Add with hex value 1 (0x1).
d. Locate and click the following key in the registry:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\LanmanServer\Parameters
e. On the Edit menu, click Add Value, and then add the following registry value:
Value name: DisableStrictNameChecking
Data type: REG_DWORD
Radix: Decimal
Value: 1
f. Quit the Registry Editor.
3. Restart your Windows 2003 Server Enterprise SP2 target computer.
After completing these steps on the target computers, run the network RXA-based discovery again.
Cannot discover Windows XP 32-bit computers with IPv6 only enabled
IPv6 addresses on Windows XP 32-bit computers cannot be discovered using RXA-based network
discovery.
Symptoms
After running the RXA-based network discovery against a Windows XP 32-bit computer with only the
IPv6 protocol enabled, the computer cannot be discovered.
Causes
The RXA-based discovery uses the Microsoft SMB protocol to communicate with a managed computer.
On Windows XP 32-bit computers, SMB only supports IPv4 communication and IPv6 addresses are not
supported. This is a known Microsoft limitation.
Resolving the problem
v If you need to use the Windows XP 32-bit operating system on the computer, you must communicate
with the computer using IPv4. Ensure that an IPv4 address is configured on the computer.
v If you want to use an IPv6 address to communicate with the computer, use a Windows operating
system version with SMB protocol support for IPv6 addresses. Versions with support include Windows
XP 64-bit, Windows 2003, Windows Vista and Windows 2008.
Virtual servers are not discovered by the HMC discovery
Symptoms
When you perform a Hardware Management Console (HMC) discovery, virtual servers are not
discovered and added if they have the same name, even if they are physically located on different host
platforms.
Causes
The HMC discovery can detect all the details for the virtual servers having the same name, but these
virtual servers are not added to the data model due to limitations in the data model integrator.
Resolving the problem
When creating a new virtual server, check if the virtual server name already exists.
Chapter 6. Discovery problems
127
Wrong version displayed for Web logic 10.X computer discovered from
TADDM
Symptoms
When discovering from TADDM a computer with Web logic version 10.0 installed, on the Software tab of
the discovered computer the Web logic version displayed is 10.3, even if the actual version is 10.0.
Resolving the problem
TADDM discovers the correct version, even if the wrong version is displayed by the Tivoli Provisioning
Manager Web interface.
Deployment engine exception when running discovery
Symptoms
When running a workflow or performing a discovery, the following exception might be displayed:
COPDEX040E An unexpected deployment engine exception occurred:
psdi.util.MXApplicationException: BMXAA4017E - Object TPSERVER Id=
server_id is not qualified according to the data restriction of this user.
Causes
This error is due to the discovered computer which might be created. During the creation of the
computer, a security check is performed to verify if the user has access to the new computer. If the user
has no access, the exception is thrown.
Resolving the problem
There are two different solutions to workaround this issue:
v The first solution consists of performing the following steps:
– Identify a provisioning group containing the objects to which you have write access. This
information can be found on the Provisioning Permissions tab of the Security Groups application.
– When you define the discovery configuration, select this provisioning group as a value for the Add
Computers to Group option.
– Run the discovery logged on as the user with the write access.
v The second solution consists of performing the following steps:
– Create a dynamic group using a query to identify the computer to be created. For example, if the
new computer to be discovered has the host name winServer.torolab.ibm.com, you can create a
query based on the domain name torolab.ibm.com, so that you have access to all computers with
that specific domain name. For details about how to create a dynamic group, see Creating dynamic
groups.
– Add the dynamic group that you created to the security group of the user with write permissions
using the Provisioning Permissions tab of the Security Groups application. For details about how
to assign write permissions to a security group, see Lesson 1: Assigning read/write type of
permissions to security groups.
–
128
After it is added, the user will have write access to the computer to be created. Run the discovery
logged on as the user with the write access.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 7. OS management problems
This section describes how to recover from OS management problems.
Deployment error messages
Error messages that can occur on a target during a deployment are displayed in a red panel, in the center
of the screen, and are logged to the ODBC database.
SoftwareProfile and SoftwareItem tables must use the same ODBC source
This message should never appear with a standard OS configuration. It will appear if you split
the SoftwareItem and SystemProfile tables into two different ODBC sources.
Invalid destination folder for software copy/system snapshot
The destination folder that you specified during the software module creation does not exist.
Unexpected end of deployment job
One of the required tasks failed during the deployment.
You are not authorized to use this machine (off-line)
This message appears when the process of authentication fails. The cause might be that the
network is down.
There is no known OS configuration for this target
You are running without being connected to the network and the database entry for the target to
deploy does not contain a valid OS configuration.
This OS configuration was not intended...
The deployment scheme has the setting Never edit parameters. The target is not the same model
as the system profile deployed.
No entry found in the BOM for this target
There is no entry in the Bill of Material table (no target definition) matching the target computer
MAC address, UUID, and serial number and the deployment settings have been set to disable
manual edition of the Bill of Material.
No system partition has been defined...
This error should never occur unless you have tampered with the definition of a system profile. It
results from a system profile definition that has no bootable partition (OSPart is zero in the
database).
Invalid Software Item in the database
This error should never occur, unless you have tampered with the definition of software items. It
results from a an unknown software module type.
Cannot process... software items in pass zero
A floppy-disk or partition software module is scheduled for use in pass zero, conflicting with the
Sysprep process. To avoid this error, either schedule these software items with negative pass
numbers (before Sysprep) or with positive pass numbers (after Sysprep).
Cannot process... software items before pass zero
A software module that involves writing to the operating system partition is used before pass
zero, when the operating system partition is formatted. To avoid this error, always schedule these
software items with a positive or zero pass number.
Required file has not been enumerated
This AutoCD-specific error message should never occur. A CD-set has not been generated
correctly, probably because of an error of the program. If the message occurs, send a report to
your reseller, with a copy of the CD-set.
© Copyright IBM Corp. 2003, 2011
129
There is not enough space in partition... to download the images
A system profile partitioning scheme is not compatible with . The hard disk partition scheme
must be created so that the sum of the unpartitioned disk space and of the free space in the last
partition is large enough to store all compressed partition and software images.
System setup has not been properly completed
This error results from a previous serious error in the Sysprep process, that has prevented the
mini-setup to complete (or even to start).
Connection refused... in sql.rbc
The TCP to ODBC gateway service that should be running on the OS deployment server is not
accepting connections. This service is typically automatically started when the provisioning server
service is started. Check (using the service manager) that the TCP to ODBC Gateway service is
installed and running on the computer hosting the provisioning server.
Network not initialized
This error results from an abruptly stopped deployment, followed by a hard-disk boot that tries
to restart the deployment. However, because the computer has not been started on the network,
this is not possible. To restart the deployment, reboot the computer on network boot.
This computer has been interrupted during a deployment
This message appears (on a black background) when you reboot on the hard disk after a stopped
deployment (typically because of an error or to the user pressing Cancel). The deployment was
not completed, and must be restarted because the operating system is not fully installed.
Partitions do not fit on this hard disk
The system profile to be deployed on this target is bigger than the size of its hard disk.
Alternately, a protected partition on your disk might not have enough space on the disk for the
current profile.
Fatal error, No hard disk detected!
This message will appear if you try to deploy a target without hard disk.
Problems and limitations
This section provides troubleshooting guidance and information about product limitations for operating
system deployment.
Limitations
limitations
v For Windows golden master image, because of Sysprep limitations, it is not possible to change the
administrator password during the deployment if the system profile contains a non-empty
administrator password. This limitation only applies if you run Sysprep yourself manually.
Windows Service Troubleshooting for provisioning server
If your provisioning server does not work correctly, or you suspect that something is wrong, you have
several options to collect debugging information from the provisioning server:
v If your service works but you want more debugging information, you can also check the Server log
files where all log types are displayed. The log verbosity level can be increased if necessary from the
Configuration tab on the Boot Servers page.
v If the web interface cannot contact the OS deployment server, check that the service and processes are
running:
– Windows: Use the service manager
– Linux/FreeBSD/OS X: type ps aux | grep rembo
– Solaris: type ps -elf | grep rembo
130
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v Check the deployment server. The provisioning server logs unrecoverable errors messages into event
manager.
v If the service does not start, run rembo.exe from the command-line with the following options: rembo
-d -v 4. This will run the provisioning server as a console application, with all debugging output
redirected to your command window. You can increase the debug level (the -v parameter) to 6 for
maximum detail. See “OS deployment server command-line options” for more on command line
arguments. If the error message is related to your network configuration, try to fix your network
configuration and run the server again. In particular, you must change the Interfaces global
parameter if your computer has more than one network interface.
If it still does not work, contact your IBM Software Support representative.
OS deployment server command-line options
rembo [-d] [-v
loglevel ] [-c configfile ] [-cert
rembokey ]
v -d prints debug info to the standard output, does not run as daemon (do not detach)
v -v sets the verbosity level (default: 2)
v -c specifies the config file name (the default is rembo.conf)
The verbosity levels are defined as:
v
v
v
v
v
0
1
2
3
4
:
:
:
:
:
no output
log error messages only
log error and warning messages
log error, warning and info messages
same as 3, but also log notice messages
v 5 : same as 4, with debug output
v 6 : same as 5, with network trace
PXE bootrom not detected
Symptoms
During the boot process, there is no message about the PXE bootrom, and the computer boots normally
(on the floppy, hard disk or CD).
Resolving the problem
Check that your network card is correctly installed, and that a PXE bootrom is installed on the network
card. To verify that the network works, run Windows or Linux, and configure the operating system so
that you are able to ping other computers (or you are able to see other computers in the network
neighborhood).
On certain network cards, the PXE bootrom is not be activated by default. Read the product
documentation to find the key combination to press to enter the PXE setup menu at boot time. On Intel
EPRO100, the key combination is Ctrl-S, or Shift-Shift (press both Shift keys). These keys must be pressed
during the boot process, when the computer is powered on. Some cards do not have a configuration
menu.
Enter your BIOS setup during boot time (DEL, or F2 key on most systems), and configure the BIOS boot
process so that the network card is the first entry in the boot list. In some BIOS, there is an option to
enable boot on network. On other BIOS, you must manually set the LAN (also called NET, or Other) as
the first device of the boot order.
Chapter 7. OS management problems
131
If all of these steps fail, try to obtain a flash memory upgrade from your network card vendor, and flash
the network card rom with the newest upgrade. If the flash process fails, there is a chance that no
bootrom is installed on your network card.
If you are still not seeing the PXE messages, ask for support from your network card manufacturer.
Alternatively, you can create a network boot media to enable your target to connect to your OS
deployment server.
The bootrom displays DHCP... and times out
Symptoms
The following message is displayed:
The bootrom does not receive enough information to proceed further.
Either the DHCP server or the OS deployment server
is not correctly configured.
Resolving the problem
Check that your DHCP server is correctly configured as explained in DHCP server OS configuration. In
particular, check that option 60 is set to PXEClient if you are running the DHCP server and the PXE
server on the same target only.
If the DHCP server and the OS deployment server are on the same target, try to stop both servers, and
restart the two servers in the following order: DHCP server first, then the OS deployment server. If the
OS deployment server is started first, it might reserve the DHCP port, thus preventing the DHCP server
to start.
Check your DHCP configuration: run Windows or Linux on your remote-boot target, and configure the
network to use dynamic configuration instead of fixed IP address. If this works (run winipcfg or
ipconfig on a Windows computer, ifconfig on a Linux computer), then the DHCP server is correctly
configured for this target. Otherwise, check your DHCP server OS configuration, so that the remote-boot
target is assigned an IP address, a netmask and a default gateway.
If your server is correctly configured (including option 60), and the target still displays DHCP... followed
by an error, check your OS deployment server OS configuration. Stop the OS deployment server, then run
rembo.exe -d -v 6, and start the remote-boot target. When starting, the server displays a line saying
whether it is acting as a DHCP Proxy or a BINL Proxy. If the DHCP server and the OS deployment server
are on the same target, the OS deployment server acts as a BINL proxy. If they are on different hosts, the
server acts as a DHCP proxy. If the server displays a message saying it acts as a BINL proxy, but the two
servers are not on the same target, it means that there is a DHCP server installed on the computer where
you have installed .
When a target starts, and DHCP is correctly configured, the OS deployment server (in debug mode)
displays Valid discovery from... followed by target... found in group.... If the server displays the
first line, but displays target... not found in any group instead of the second line, it means that your
configuration file does not contain a default group, and that the remote-boot target is not declared in any
group (the target must be declared with its hardware address, not its IP address).
If the server does not display the message Valid discovery request from..., then option 60 on the
DHCP server is not correctly set, or the OS deployment server and the DHCP server are not on the same
subnet. If you have installed on a multi-homed target (a computer with more than one network card, or
with a dialup adapter), use the Interfaces option to specify which network interface to use.
If it still does not work, send a report to your IBM Software Support representative with the following
information:
132
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v
v
v
v
All the files from the logs directory of the OS deployment server
The OS configuration information for your DHCP server
The OS configuration information for your OS deployment server
A memory dump of the network traffic between the servers and the remote-boot target (use the MS
Network Monitor on Windows NT/2000)
The bootrom displays MTFTP..., and an error message
Symptoms
The following error message is displayed:
The bootrom was unable to receive the Tivoli Provisioning Manager for OS Deployment
bootstrap from the server.
Resolving the problem
If the delay between the MTFTP.. message and the error message is short, and the message explains that a
file was not found, then the target you have installed on already runs a TFTP server (and this TFTP
server answers request for the OS deployment server). If you are using Windows 2000/2008/XP/Vista on
the server, check the list of services, and disable services related to TFTP or Boot protocols (including
Intel LCM and Microsoft PXE,).
If the delay between the MTFTP.. message and the error message is long, the multicast TFTP datagrams
sent by the provisioning server are not being received by the remote-boot target. If you have installed on
a multi-homed computer, use the Interfaces parameter to specify which network interface to use for
multicast packets.
If it still does not work, send a report to your IBM Software Support representative with the following
information:
v All the files from the logs directory of the provisioning server
v The OS configuration information for your DHCP server
v The OS configuration information for your OS deployment server
v A memory dump of the network traffic between the servers and the remote-boot target (use the MS
Network Monitor on Windows 2000/2008/XP/Vista)
Deployment is locked in an endless loop
Symptoms
Some erroneous manipulations might put the deployment process in an endless loop, for instance, if a
deployment process does not finish.
Resolving the problem
During the three seconds where the screen is displayed before continuing, click Abort and Restart. This
breaks the loop and allows the computer to resume working on the data left on the hard disk or network.
Windows 2000/2003/2008/XP/Vista reports that it has discovered a new
device
Symptoms
In some cases, Windows 2000/2003/2008/XP/Vista/7 might report the detection of a new device and ask
for a reboot after restoring an image using , even if the image was made on the same hardware.
Chapter 7. OS management problems
133
Resolving the problem
There are two causes of a Windows redetection of hardware:
v Restoring an image on the exact same kind of hardware but on another computer. Some components
(including the hard drive) include a unique serial number. This is not visible when deploying an image
in Sysprep because Sysprep handles the redetection silently, but this can affect a restoration if Sysprep
mini-setup had not been used during the creation of the image.
v A change in the partition size. Windows 2000/2003/2008/XP/Vista/7 stores information regarding the
operating system partition layout in the registry, and might need a reboot if the partition has changed.
This is typically not visible when deploying an image in Sysprep because Sysprep handles the
redetection silently, but it can affect a plain restoration. In some cases, it can affect a typical
deployment, if the operating system partition goes to the end of the disk, because needs to resize it
temporarily to store its image files during the deployment. The workaround is to have another
partition after the operating system partition, so that the operating system partition itself is not resized
during the deployment.
Occasional MTFTP timeout (on multihomed server)
Symptoms
When a server network connection is lost and then recovered, the targets report an MTFTP timeout after
receiving their DHCP lease.
Resolving the problem
This is because Windows 2000 automatically closes all sockets when a network connection is lost. A
workaround is to restart the provisioning server after the network is up again. A long-term fix is to
disable the Windows 2000 media sensing on the network card, on the server.
More information about this topic can be found in Microsoft knowledge base, under the title How to
Disable Media Sense for TCP/IP in Windows 2000.
Linux deployment fails because a file cannot not be downloaded
Symptoms
When deploying a Linux profile, the deployment fails with a message indicating that a specific file cannot
not be downloaded and then providing you with the expected path to this file.
Resolving the problem
In some cases of Linux deployment, the OS deployment server algorithm designed to discover the name
of disk devices does not provide an accurate answer. You can try to set another disk device name in the
profile configuration.
1. Go to Deployment > OS Management > Images. Select the image, then the image Properties tab.
2. Click Edit in the Fixed UNIX-specific properties banner.
3. Set Disk device to a name not mentioned in the file path of the error message.
4. Run the deployment again.
If these steps do not solve the problem, repeat the steps once more but choose another disk device name.
134
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Windows Vista/2008/7 prompts you for an Administrator user name
during deployment
Problem description
Windows Vista/2008/7 prompts you for an Administrator user name during deployment.
Problem resolution
If Windows Vista/2008/7 prompts you for an Administrator user name, it is because Windows
Vista/2008/7 requires a new local account when starting for the first time. If you want to avoid being
prompted for an Administrator user name, provide it in the image properties.
OS deployment server stops responding
The OS deployment server might stop responding if too many ports are already in use and it does not
have any left for communication.
Symptoms
Under Windows, the OS deployment server stops responding without any apparent cause.
Causes
This might be due to the limited number of port and sockets available by default on Windows operating
systems. Use of the Java API might cause to reach this limit.
Resolving the problem
You can try to solve this problem by allowing TCP to assign higher port numbers than the default 5000
and providing a smaller waiting time, in seconds, before TCP can release a closed connection. To do so:
1. Stop the OS deployment server
2. Edit the following registry keys and provide the values suggested
"HKLM/system/CurrentControlSet/Services/TcpIp/Parameters/MaxUserPort" = 65534
"HKLM/system/CurrentControlSet/Services/TcpIp/Parameters/TCPTimedWaitDelay" = 30
3. Restart you OS deployment server.
Larger swap partition than expected
Sometimes, when installing a Linux operating system using unattended setup, the swap partition created
is larger than the value which was set in the system profile.
Symptoms
The size of the swap partition on a Linux operating system after unattended deployment is larger than
the size set in the unattended system profile.
Causes
The unattended installation uses the swap partition and requires a larger space than set on the system
profile details.
Resolving the problem
There is no workaround. You must consider that the size of the swap partition set in the system profile is
the minimum size on the installed target, and not the exact size.
Chapter 7. OS management problems
135
Incorrect fonts on the target screen
Names appearing correctly in the OS deployment server cannot be properly viewed on the screen of the
target.
Symptoms
Underscores _ appear on the screen of the target instead of the expected name which displays correctly
on the OS deployment server.
Causes
The correct fonts are not loaded to the target because the language of the OS deployment server does not
use these fonts. The problematic characters are shown as underscores _.
Resolving the problem
Use names with fonts that are compatible with the language of the OS deployment server.
Rerunning an image capture task fails
Symptoms
You receive the error COPDEX123E A InvalidImageID exception occurred. The exception was caused by
the following problem: Invalid image ID when you rerun an image capture task.
Causes
Rerunning of image capture tasks is not supported.
Resolving the problem
Create a new image capture task.
Deployment fails on some Broadcom network adapters
On some Broadcom network adapters, a firmware defect prevents successful deployment or
redeployment.
Symptoms
Deployment or redeployment fails during network transfers on some targets with either one of the
following Broadcom chips:
v BCM5700
v BCM5701
v BCM5702
v BCM5703
v BCM5704
These Broadcom chips can be potentially included in the following IBM servers, among other IBM and
non-IBM servers:
v HS20
v LS20
v x335
v x355
136
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v x3655
Causes
This is a firmware defect which cannot be fixed in Tivoli Provisioning Manager for OS Deployment.
Diagnosing the problem
On the target, you see a message starting with BROKEN FIRMWARE DETECTED FOR YOUR
NETWORK ADAPTER.
Resolving the problem
This issue can only be fixed by an update of your firmware with the correct PXE level. Table 12 indicates
which PXE level must be updated and the minimal PXE level to be reached.
Table 12. PXE levels
Problematic PXE level
Correct PXE level
9.0.x
9.0.13 or above
10.0.x
10.4.10 or above
10.4.x
10.4.10 or above
11.0.x
11.4.0 or above
Contact your hardware support to obtain a new firmware version with the required PXE level.
PowerPC does not reboot on hard disk at the end of a deployment
Symptoms
At the final reboot of a PowerPC® deployment, the target sometimes reboots either in the SMS menu or
in the Open Firmware prompt instead of on the hard disk.
Causes
The origin of the problem seems to reside in the version of the firmware and in the operating system
which was previously deployed on the target.
Resolving the problem
v If the target boots into the SMS menu at the end of the deployment:
1. Select Boot options
2. Select Boot device
3. Select Hard drive
and your target will boot on the hard drive.
v If the target boots into the Open Firmware prompt at the end of the deployment, run boot disk and
your target will boot on the hard drive.
SLES deployment on PowerPC switches to interactive
A SuSE Linux Enterprise Server deployment on a PowerPC with multiple network cards switches to
interactive installation when it is not registered with its first network card in the OS deployment server.
Symptoms
Chapter 7. OS management problems
137
You are deploying a SuSE Linux Enterprise Server system profile on a PowerPC target with more than
one network card. The deployment starts, searches for a DHCP address for its first network card and
does not find it. The message Sending DHCP request for <firstnetworkcard> is displayed, where
<firstnetworkcard> is the name of the first network card of the target. The target switches to interactive
installation.
Causes
You have registered you target with a network card which is not the first.
Resolving the problem
1.
2. Select Unix.
3. Click Edit to edit the Fixed UNIX-specific prop..
4. Update the field Net boot device to reflect the network card which was used when registering the
target in the OS deployment server.
5. Once your configuration is updated with the appropriate network card, you can start the deployment
again.
The Web interface extension is not detected
Sometimes, the Web interface extension is not correctly detected on UNIX and Linux OS deployment
servers.
Symptoms
The Web interface extension is correctly installed and is running, but it is not detected by the OS
deployment server. A red icon for the Web interface extension is displayed.
Causes
The OS deployment server is not listening to the correct interface and cannot therefore detect the Web
interface extension.
Resolving the problem
1. Open rbagent.log and find the last occurrence Connect xx.xx.xx.xx -> yy.yy.yy.yy where
xx.xx.xx.xx and yy.yy.yy.yy are both IP addresses of the OS deployment server.
2. Take note of the yy.yy.yy.yy.
3. Edit /etc/hosts.
4. Move or add the line with the yy.yy.yy.yy before the line with the localhost interface (127.0.0.1).
5. Restart the OS deployment server daemon.
Now, the OS deployment server can resolve the host name properly and detect the Web interface
extension.
Firmware error during Linux deployment on PowerPC
SuSE Linux Enterprise Server (SLES) 10 deployment fails on PowerPC, after the files are copied on the
target and the target is restarted. The installation process cannot continue because a firmware exception is
caught.
Symptoms
138
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
When deploying a SLES 10 on PowerPC, the deployment starts correctly. The YAST installer installs files
on the target and correctly restarts the target to continue the installation process with target
configuration. However, when the target restarts once more, the installation process stops because a
firmware exception is caught. The target hangs.
When using the same media to install the target manually, the installation proceeds smoothly.
Causes
This seems to happen only on old firmware.
Resolving the problem
Update the firmware of the target and try deploying again.
Linux deployment of unattended setup image fails with space error
Symptoms
When deploying a Linux profile, the deployment fails with the message No space left on device.
Resolving the problem
To work around this, increase the size of the swap partition on the hard drive of your target computer.
Error message COPCOM730E on Windows
If you are working on Windows and your target system does not expose the cpu.type property under
hardware resources, you will receive this error message.
Symptoms
You receive the error message: COPCOM730E: The target computer does not satisfy the requirements for
the configuration template.
Causes
If you are working on Windows and your target system does not expose the cpu.type property under
hardware resources, you will receive this error message.
Resolving the problem
For information about how to work around this error, see: Creating child OS deployment servers
Physical to physical operating system migration of Linux might stop
Symptoms
When performing a physical to physical operating system migration of Linux, the migration might stop
due to ACPI issues.
Resolving the problem
When performing a physical to physical operating system migration for Linux platforms, ensure that the
base architectures of the source computer and target computer are similar as much as possible. In
particular the ACPI / APIC architecture of both computers must be the same to ensure that the migration
ends successfully.
Chapter 7. OS management problems
139
Tivoli Provisioning Manager for OS Deployment installation discovery
on zLinux fails with permission error
Symptoms
When the Tivoli Provisioning Manager for OS Deployment installation discovery is run after the
installation of Tivoli Provisioning Manager on zLinux, the following error occurs:
COPDEX123E A TPMfOSdDiscoveryError exception occurred.
The exception was caused by the following problem:
Unable to discover parent boot server for server at id: <server_id>.
Ensure this discovery is run first against the parent boot server
before discovering child servers.
Error message: ./detectbootserver.sh: line 49: return:
can only `return’ from a function or sourced script
cat: /opt/IBM/tpmfos/rembo.conf: Permission denied.
Resolving the problem
Ensure that the permissions of the opt/IBM/tpmfos directory are set to 0755 before running the discovery.
Importing Tivoli Provisioning Manager for OS Deployment Clients
Symptoms
In an integrated environment, importing targets from a file into Tivoli Provisioning Manager for OS
Deployment and have them replicated to TPM is not feasible since this requires that the user knows the
UUID for each target.
Resolving the problem
A solution for this is to insert targets from an xml file using the TPM web interface. You also need to
ensure that computers MAC address is filled in and that the flag Net boot enabled is set. Once the
targets are inserted from the xml file into TPM, the replication to Tivoli Provisioning Manager for OS
Deployment will occur during the first deployment/capture operation on the target.
Wake on LAN does not work on Linux systems
Before shutting down a Linux computer, a command needs to be run on each port in order for Wake on
LAN to be enabled.
Symptoms
When installing an image using Tivoli Provisioning Manager for OS Deployment on a computer that
supports Wake on LAN, Tivoli Provisioning Manager supports powering on the computer using Wake on
LAN. Wake on LAN does not work on some Red Hat Linux and SLES systems after the computer was
shut down normally.
Environment
Tivoli Provisioning Manager for OS Deployment can be installed on the following platforms that might
be affected by this limitation:
v Red Hat Enterprise Linux (RHEL): version 4 (i386)
v SuSE Linux Enterprise Server (SLES), version 9 and version 10 (i386)
Resolving the problem
140
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
To enable Wake on LAN, run the following command for each port that supports Wake on LAN before
shutting down the Linux computer:
ethtool -s <target_port> wol g
Where <target_port> is the ethernet port. For example, eth0 or eth1.
This can be done in a network startup script.
This command enables the Wake on LAN on the target port.
Images captured from double-byte character operating systems install
as English
To resolve this problem, the configuration template for the image needs to be changed.
Symptoms
When images of UNIX, Linux, and Solaris operating systems are captured on computers displaying
double-byte characters (DBCS), they are installed as English to a target computer. For example, an image
of a Japanese Red Hat operating system is installed as English.
Resolving the problem
To resolve this problem:
1. Capture the image.
2. Click Go To > Deployment > OS Management > Images.
3. Select the new image.
4. Click the Software Stack link.
5. Expand the Configuration Templates section and then expand the available template.
6. Edit the template.
a. Find the Language parameter. Click Actions and select Edit Parameter.
b. Set the language locale to the correct value. Save your changes.
When the image is installed, it will display in the original language.
Chapter 7. OS management problems
141
142
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 8. Software distribution and installation problems
This section describes how to recover from software distribution and installation problems.
File distribution between a dual stack computer and a computer
supporting only IPv4, fails
Symptoms
File distribution between a computer with dual stack configuration and a computer supporting IPv4
addressing only fails with the following error:
com.ibm.tivoli.tpm.osgi.service.FileManagementException:
Error while attempting file transfer:
Cannot obtain an InputStream to a file after download failed.,
cause: Cannot obtain an InputStream
to a file after download failed.
Causes
The depot server is inactive and the download plan must include a peer from the zone. The dual stack
computer is registered in the dynamic content delivery administration console with IPv6 address format.
The dynamic content delivery administration console only records the IPv6 address format of the dual
stack computer, and this information is used in the download plan for the IPv4 computer. The IPv4
endpoint is not able to download the file from the peer even though the peer has a dual stack
configuration. The dynamic content delivery administration console continues to prepare the download
plans until the dynamic content delivery timeout occurs (the dynamic content delivery default timeout
value is set to approximately 2 hours). Because the IPv4 endpoint is not able to download the file, the
task fails.
Resolving the problem
To avoid this issue, choose one of the following options:
v Restart the depot server and Tivoli Common Agent Services.
v Distribute the file to an IPv4 computer first or to a dual stack computer on which the IPv4 address
format is registered in the dynamic content delivery administration console.
File distribution times out if the device manager service timeout is set
to one hour
Symptoms
The file distribution times out if the device manager service timeout value is set to one hour.
Causes
The depot server is inactive. The target computer is not able to connect to the peers which contain the file
to be downloaded. Therefore, the file download does not take place and the task times out.
Resolving the problem
Consider one of the following options to resolve this problem:
© Copyright IBM Corp. 2003, 2011
143
v From the provisioning global settings, change the value for the variable DMS.Job.Interval.In.hours to 2
hours or more.
v Restart the depot server and then restart the Tivoli Common Agent services.
v Distribute the file to an IPv4 computer or to a dual stack computer registered with an IPv4 address in
the Dynamic Content Delivery management center.
To check the endpoint IP address registered on the Dynamic Content Delivery management center, follow
the next steps:
1. Open the Dynamic Content Delivery properties file:
v
AIX
v
Solaris
2000
HPUX
/usr/tivoli/ep/runtime/agent/subagents/cdsclient.properties
Red Hat
SUSE
/opt/tivoli/ep/runtime/agent/subagents/cdsclient.properties
2000
C:\Program Files\tivoli\ep\runtime\agent\subagents\cdsclient.properties
v Windows
2. In the properties file, ensure that the key value pair of user_ip is IPv4 address. If you change the file
key value pair, then you must also change the value initial_login_done=true to false.
3. In <Tivoli Common Agent installation directory\runtime\agent\bin, run endpoint.sh restart or
endpoint.bat stop
4. Run endpoint.bat start
Software package distribution overwritten by installation
When you manually do a distribution first before installing a software package, a second software
package is created even though the files have not changed since the first packaging, and the manual
distribution is overwritten.
Symptoms
If you manually do a distribution of a software package before you install it, the software package
redistributes automatically during installation, overwriting the first distribution in the process and
making it unnecessary.
Causes
Software packages (but not software package blocks) are distributed and installed at the same time by
default. They normally do not do the two tasks separately. When you manually do a distribution first
before installing a software package, a second software package is created even though the files have not
changed since the first packaging. Because this second software package was created with a different
MD5 hash, the result is that the whole software package gets redistributed, overwriting the first
distribution in the process.
Resolving the problem
Use software package blocks (SPBs) instead of software packages, because software package blocks are
not affected by this limitation and allow you to distribute and install separately.
Note: While the default software packages have this limitation, it is possible to design your own
workflows that do not have this problem, even without using software package blocks.
144
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Software product distribution to target computers fails when filtered
by group
The software products do not have logical management operation implemented, the target computers
were not enabled for scalable distribution infrastructure , or the target computer filtering was done using
the By Group option.
Symptoms
Distribution of software products that do not have the SoftwareInstallable.Distribute logical
management operation implemented on target computers that are not SDI enabled fails with the
following error if the target computers were filtered using the By Group option:
COPDEX137E: There is no workflow that implements the VALUE_0 logical operation
associated with device VALUE_1.
Causes
The following factors contribute to this failure:
v The software products that have been selected for distribution do not have the
SoftwareInstallable.Distribute logical management operation implemented.
v The computers targeted for distribution are not SDI enabled, which means that they have do not have
an SDI-SAP defined.
v The target computer filtering was done using the By Group option.
Resolving the problem
Do the software product distribution by first filtering the target computers By Computer, and then
consider the following behavior when making the software and computer selections on the Distribute
Software Products page:
v If no software product is selected in the Selected Software section, the list of target computers under
Selected Targets displays only the computers that have an SDI-SAP defined.
v If one or more software products that do not have the SoftwareInstallable.Distribute logical
management operation implemented are selected, then only the computers that have an SDI-SAP
defined are listed.
v If one or more software products that all have the SoftwareInstallable.Distribute logical
management operation implemented are selected, then all the target computers are listed, regardless of
whether they are SDI-enabled or not.
Software publish task fails
The software publish task fails
Symptoms
After successfully migrating the server, the File Publish operation does not work. One or more error
messages similar to the following messages might be displayed:
COPDEX040E An unexpected deployment engine exception occurred:
COPINF002E Failed to publish file: /opt/IBM/tivoli/tpm/repository/TCA_upgrade_SPB/spb/TCA_upgrade_AIX.spb
with id 46210 to CDS depot servers.
CTGDEC029E The file, TCA_upgrade_AIX.spb, could not be uploaded successfully to any of the depot servers
chosen by the management center.
CTGDEC035E The upload proxy certificate was denied by the depot server.
The file, downloadGridtmp15101073668464212321247841674319, could not be uploaded to server:
tpmserver32.in.ibm.com:2100.
Chapter 8. Software distribution problems
145
Causes
This problem is due to the time difference between the depot and the server.
Resolving the problem
Align the time on the depot with the time on the server.
Installation of a software package on some 7.1 UNIX or Linux targets
does not work correctly
You try to install a software package on a 7.1 UNIX or Linux target computer and the installation
apparently completes correctly. However, the software package is not present on the target computer.
Symptoms
You upgrade the Provisioning Manager server from version 7.1 to version 7.1.1. You also upgrade the
depot from version 1.4.1.0 to version 1.4.2.0. You then try to install a software package on a 7.1 UNIX or
Linux target computer and the installation apparently completes correctly. However, the software package
is not present on the target computer.
Causes
This problem is due to an internal defect in the subagent code which is resolved in Provisioning
Manager, version 7.1.1.
Resolving the problem
Upgrade the agent to Provisioning Manager, version 7.1.1 and repeat the installation.
Software product distribution fails on HP-UX target computer
Symptoms
When trying to install a software package block (.SPB file) on a HP-UX target computer with Tivoli
common agent (TCA) version 1.4.1.0, the following error is displayed:
COPINF050E Failed to install software product PackageExample with error:
Installation of package PackageExample failed with return code [137], and message:
sh[3]: SHLIB_PATH: not found
sh[3]: SystemDrive: not found
/usr/lib/hpux32/dld.so: Unable to find library ’libeacmr.sl’.
sh[3]: 5792 Killed; return code = 137
Causes
This is a known issue with the 7.1 software package block handler.
Resolving the problem
It is recommended that you upgrade the HP-UX target computers to TCA version 1.4.2.0 to resolve this
issue.
146
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Deleting and re-creating the depot causes distributions to fail
You delete and re-create a depot. The operation completes successfully but subsequent distributions fail.
Symptoms
When you try publish a file after re-creating the depot, a series of messages like the following messages
is returned:
COPDEX040E An unexpected deployment engine exception occurred:
COPINF002E Failed to publish file:
C:/Program Files/IBM/tivoli/tpm/repository/testtextfile5.txt with ID
16444 to CDS depot servers.
CTGDEC030E The management center was unable to find potential depot servers to upload the file.
The file, testtextfile5.txt, could not be uploaded. Make sure that there is at least one
active depot server available,
that it has enough space to store the file, and that it is not in
an unreachable or restricted zone.
Causes
If you delete a depot without uninstalling the depot stack, then re-create the depot, the correct server
version and disk space information are missing in the management center administrative console
Resolving the problem
You can perform one of the following operations:
v Uninstall the depot stack before reinstalling the depot.
v Restart the depot after reinstalling if you have not uninstalled it
Canceled task does not cancel jobs in progress
When a task is canceled, its job is canceled only on the provisioning server.
Symptoms
When a file distribution task is canceled, agents that have already started processing the job will continue
processing it. Results for the additional jobs that are in progress to finish the (now canceled) job are
communicated back to the provisioning server.
Causes
When a task is canceled, its job is canceled only on the provisioning server. This does not stop any agent
that has already begun processing the job.
Resolving the problem
To cancel the additional jobs that are run by the agents, restart the corresponding endpoints.
Task status is not updated when distributing or installing software
products
Database lock time-outs might occur when submitting a software product distribution or installation task
with over 10000 targets.
Symptoms
Chapter 8. Software distribution problems
147
When you are distributing or installing software products, database lock time-outs occur and the task
status is not updated.
Causes
Database lock time-outs might occur when submitting a software product distribution or installation task
with over 10000 targets.
Resolving the problem
1. Stop Tivoli Provisioning Manager.
2. Connect to the database from a DB2 command window.
3. Increase the LOCKTIMEOUT configuration parameter to 10 minutes: db2 update db cfg using
LOCKTIMEOUT 600.
4. Restart the database.
5. Start Tivoli Provisioning Manager.
6. Allow the status of the existing task to finish updating. If the task does not complete successfully,
cancel it and submit a new task.
Problems associating discovered software resources with software
definitions
You can only associate a discovered software resource with a software product, patch, or operating
system software definition.
Symptoms
When you manually associate a discovered software resource on a computer with a software definition,
you can only select a software product, patch, or operating system software definition.
The following scenario is described:
v You manually associated a discovered software resource on a computer with a software stack
definition.
v When you look at the properties of the software stack, no software modules are displayed.
v Compliance checking also incorrectly defines the software stack as missing when the software stack is
included in the server template.
Causes
You can only associate a discovered software resource with a software product, patch, or operating
system software definition. Associations with a software stack or distributed application are not
supported.
Resolving the problem
Avoid associating software stacks or distributed applications with identified software resources on a
server.
148
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Linux on IBM System z fails to import a software signature
The 1024MB that is required for the task to run is too large for the Java virtual memory (JVM). Change
the amount of required memory.
Symptoms
You cannot import a software signature when using Linux on IBM System z.
Causes
An out of memory exception occurs because the 1024MB that is required for the task to run is too large
for the Java virtual memory (JVM).
Resolving the problem
Change the required memory and then manually run the script to import a software signature. To change
the memory, follow these steps:
1. Open a terminal window and go to the tools directory by typing cd $TIO_HOME/tools.
2. Open the importSoftwareSignature.sh script for editing.
vi importSoftwareSignature.sh
3. Replace Xmx1024m with Xmx900m.
4. From the $TIO_HOME/tools folder, run the script to import the software signature
Out of memory when querying for software signatures
To avoid this problem, you need to manage your large object (LOB) locators appropriately.
Symptoms
Running a query using the JDBC type 2 driver to pull all Windows software signatures might cause the
computer to run out of memory.
Resolving the problem
To avoid this problem, you need to manage your large object (LOB) locators appropriately. To do this,
add the following line to the sqllib/cfg/db2cli.ini file:
PATCH2=50
This entry ensures that the command line interface frees a LOB locator when the next LOB is to be
fetched.
Software stack installation fails
Symptoms
During the installation of a software stack, more than one status update appears in the status update
window and installation fails.
The following is an example of the error that might be logged in the console.log file:
2008-06-20 09:28:01,022 DEBUG [Status Updater] (DmsService.java:295) dms.DmsService:
Dms Status Count=2
2008-06-20 09:28:01,023 DEBUG [Status Updater] (DmsService.java:302) dms.DmsService:
statusIter.hasNext()
2008-06-20 09:28:01,041 DEBUG [Status Updater] (DmsService.java:309) dms.DmsService:
Chapter 8. Software distribution problems
149
tm != null
2008-06-20 09:28:01,058 DEBUG [Status Updater] (DmsService.java:313)
djs completion status = STARTED for agent 142579
2008-06-20 09:28:01,077 DEBUG [Status Updater] (DmsService.java:302)
statusIter.hasNext()
2008-06-20 09:28:01,081 DEBUG [Status Updater] (DmsService.java:309)
tm != null
2008-06-20 09:28:01,084 DEBUG [Status Updater] (DmsService.java:313)
djs completion status = OK for agent 142579
2008-06-20 09:28:01,095 ERROR [Status Updater] (DmsService.java:389)
Failed to process job results: Job Id = 121395021637614776
2008-06-20 09:28:01,097 ERROR [Status Updater] (DmsService.java:390)
dms.DmsService:
dms.DmsService:
dms.DmsService:
dms.DmsService:
dms.DmsService:
dms.DmsService
Resolving the problem
Update the Oracle JDBC driver from version 10.2.0.1.0 to 10.2.0.2.0 by performing one of the following
procedures. You can download the Oracle JDBC driver version 10.2.0.2.0 from the Oracle website.
There are two ways to update the Oracle JDBC driver.
Method 1
Using this method, all components that were using the version 10.2.0.1.0 driver now use the version
10.2.0.2.0 driver. Perform the following steps:
1.
2.
3.
4.
In the Oracle installation JDBC directory, backup the ojdbc14.jar file as ojdbc14_10201.jar.
Copy the new ojdbc14_10202.jar to the Oracle installation JDBC directory and rename it to ojdbc14.jar.
Restart the ./tio.sh server.
Restart Oracle.
Method 2
Using this method, only DMS uses the version 10.2.0.2.0 driver. All other components will use the version
10.2.0.1.0 driver. Perform the following steps:
1.
2.
3.
4.
5.
Copy the ojdbc14_10202.jar file to the Oracle installation JDBC directory.
Open the WebSphere Administrative Console from http://localhost:9061/ibm/console.
Expand the Environment section.
In Environment, click the WebSphere variables link.
In the variables table, click the DMS_ORA_JDBCPATH variable.
6. In the Value field, specify a path to the ojdbc14_10202.jar.
7. Click Apply and Save.
8. Restart the ./tio.sh server.
9. Restart Oracle.
150
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 9. Compliance problems
This section contains known limitations regarding compliance checks and compliance recommendations.
On the Compliance tab of the Provisioning Computers application, the filter of the Compliance Checks
field is disabled.
On the Recommendations tab of the Provisioning Computers application, the filter of the Compliance
Recommendations field enables you to filter the recommendations only by Recommendation ID. This
limited filtering option is due to the following behavior of the base services: the base services
infrastructure does not allow you to filter non persistent objects.
Compliance checks are duplicated if computer belongs to multiple
groups
If a computer belongs to more than one group, the compliance checks of those groups might conflict with
each other.
Symptoms
A computer has a compliance check listed more than once.
Causes
This occurs when a computer is a member of more than one group and two or more of these groups
define the same compliance check. Because each compliance check has specific settings, they can be set
up differently from each other, and there might be conflicting compliance checks.
For example, one group might require that a certain software product be installed, and another group,
that the computer belongs to, might prohibit the same software.
Resolving the problem
This can be resolved by using the Ignore action on one of the recommendations associated with the
duplicate check, or by changing the group memberships of the computer to avoid the conflict.
Compliance checks are duplicated if computer belongs to a group
If a computer is part of a group, the compliance checks of the computer and of the group might conflict
with each other.
Symptoms
A computer has a compliance check listed more than once.
Causes
This occurs when the same compliance check is defined for a computer and also for at least one group to
which that computer belongs. Because each compliance check has specific settings, they can be set up
differently from each other, and there might be conflicting compliance checks.
© Copyright IBM Corp. 2003, 2011
151
For example, one group might require that a certain software product be installed, and one of the
computers in the group might prohibit the same software.
Resolving the problem
This can be resolved by using the Ignore action on one of the recommendations associated with the
duplicate check, or by changing the group memberships of the computer to avoid the conflict.
Compliance inventory scan will not run
The common agent must be installed on the target machines when running certain compliance checks.
Symptoms
The compliance inventory scan will not finish successfully.
Causes
If you are running a compliance inventory scan on a target computer or group for any of the following
compliance checks:
v AIX Activity Logging
v AIX Remote Root Login
v Linux System Logging
v
v
v
v
v
v
UNIX File Permissions
UNIX Services
Windows Antivirus
Windows Event Logging
Windows File Permissions
Windows Firewall
v
v
v
v
Windows
Windows
Windows
Windows
Screen Saver
Services
Unauthorized Guest Access
User Password
then the common agent must be installed on the target machines. If the common agent is not installed,
then the compliance inventory scan will fail.
Resolving the problem
To resolve this problem, run the compliance inventory scan again after installing the common agent.
Alternatively, you can remove any of the compliance checks listed above from your computer or group,
and then run the inventory scan again.
Compliance check settings cannot be modified
If a computer is a member of a group, it inherits all of the compliance checks of its parent group. You
cannot modify an inherited compliance check directly.
Symptoms
You cannot modify a compliance check directly when it is inherited from another group.
Causes
152
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
If a computer is a member of a group, it inherits all of the compliance checks of its parent group. These
compliance checks are listed in the Compliance tab for the computer, but you cannot modify an inherited
compliance check directly.
Resolving the problem
To edit inherited compliance checks, you must work directly with the group they are inherited from. To
access the parent group for a compliance check, click its name in the Group column.
EMAILTYPE translation errors
The WORK keyword was translated in some languages which break the security code on non-English
install of Tivoli Provisioning Manager
Symptoms
New users are created successfully. But those users are not listed in the user interface. This can only
happen on a non-English installation of Tivoli Provisioning Manager.
Causes
The value of the EMAILTYPE domain was translated.
Resolving the problem
Workaround on non-English provisioning server:
1. Login to Maximo UI as a admin user
2. Go To > SystemConfiguration > Platform Configuration > Domains > Emailtype
3. Change the entry to WORK
4. Restart the server and any outstanding VMMSync tasks.
.
Compliance check does not recognize that Windows Native firewall is
running
This is a known limitation if the computer is the member of a domain. It can be ignored.
Symptoms
The following message is given when you run a Windows Firewall compliance check on a computer that
is using Windows Native Firewall, and when the Track traffic setting is set to Yes:
Change the value of the "Track traffic" setting for the firewall
software "Windows Native Firewall" to match the compliant value "true"
This occurs even when the firewall is active.
Causes
This occurs if the computer is the member of a domain. This is a known limitation.
Resolving the problem
You can ignore this recommendation by selecting it in the Recommendation page and clicking Ignore.
You can also specify the reason you have chosen to ignore the recommendation.
Chapter 9. Compliance problems
153
No recommendation after Linux System Logging check
The SCM collector agent of the common agent does not collect syslog information on SUSE Linux
Enterprise Server 10 (x86 32-bit).
Symptoms
You receive no recommendation after running a Linux System Logging check on SUSE Linux Enterprise
Server 10 (x86 32-bit).
Causes
The SCM collector agent of the common agent does not collect syslog information about SUSE Linux
Enterprise Server 10 (x86 32-bit).
Remediation task cannot be run
You cannot perform a remediation task if you have not approved the related recommendation from the
web interface.
Symptoms
You attempt to perform a remediation task but you receive the following error message:
The recommendation with ID: ID_number is not in a valid state for the run action
.
Causes
You cannot perform a remediation task if you have not approved the related recommendation from the
web interface.
Resolving the problem
Verify the compliance recommendation state and, if needed, approve the recommendation before trying
to run the remediation task.
Incorrect recommendation generated by password security check
When the BIOS properties of a specific computer do not contain the power-on password setting value, it
cannot be detected by Tivoli Provisioning Manager Inventory Discovery, and an incorrect
recommendation is generated.
Symptoms
When you define a Windows Power-On Password security check in the Compliance tab and run a scan
and check task on a computer, the following incorrect recommendation might be generated:
Run an inventory scan to discover information about
the "Windows Power-on Password" setting for this computer
Causes
This error occurs when the BIOS properties of a specific computer do not contain the power-on password
setting value. In this case the information about the power-on password cannot be detected by the Tivoli
Provisioning Manager Inventory Discovery and a wrong recommendation is generated.
154
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
IBM WebSphere Application Server configuration generates incorrect
recommendation
To ensure that the WebSphere Application Server configuration compliance is correctly checked, create the
software configuration template check using the Profile: default installation option.
Symptoms
When you create a software configuration template for a WebSphere Application Server installation,
selecting IBM WebSphere Application Server - xxx for both creating the template and defining the
software configuration check, the recommendation generated after running a compliance scan and check
might become incorrect, and cause the following message to be displayed:
Define the configuration settings on the computer for the software installation
"Profile: default" to match the compliant value.
Causes
The TADDM discovery populates the data model with IBM WebSphere Application Server - xxx as the
base WebSphere Application Server installation. This object contains only some installation parameters.
When the compliance check is run, the parameters are checked also against Profile: default as the base
WebSphere Application Server installation. This generates recommendations that are incorrect.
Resolving the problem
To ensure that the WebSphere Application Server configuration compliance is correctly checked, create the
software configuration template check using the Profile: default installation option.
Compliance log file locations
List of compliance log file locations for troubleshooting purposes.
Web interface errors
If you encounter compliance management errors in the Web interface, check the following log for details:
v Windows: %TIO_LOGS%\j2ee\console.log
v All other platforms: $TIO_LOGS/j2ee/console.log
Compliance and remediation processing errors
If you encounter compliance and remediation processing errors, check the following log for details:
v Windows: %TIO_LOGS%\console.log
v All other platforms: $TIO_LOGS/console.log
Using SCM collector and SCMCollectorSubagent result XML files
The subagent and collector output XML files can be used for troubleshooting compliance related
problems. In order to obtain them, you must turn on debugging for the common agent:
1. Open the plugin_customization.ini file:
v Windows: C:\Program Files\tivoli\ep\runtime\base\rcp\plugin_customization.ini
v Linux or Solaris: /opt/tivoli/ep/runtime/base/rcp/plugin_customization.ini
v AIX: /usr/tivoli/ep/runtime/base/rcp/plugin_customization.ini
2. Change the value of WARNING to ALL.
3. Restart the common agent and run the inventory scan.
Chapter 9. Compliance problems
155
XML files will be generated on the target computer in the common agent installation directory. The files
will have the following name patterns: scm_<hostname>_collectors<timestamp>.xml and
scm_<hostname>__converted<timestamp>.xml,
156
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 10. Patch management problems
This section describes how to recover from patch management problems.
Multiple patch installation times out and fails
This is a known limitation. See Microsoft Support for more information.
Symptoms
When trying to perform a multiple patch installation, some patch installations might fail. The following
error message is displayed:
COPCOM116E The operation timed out.
Causes
Microsoft limitations regarding multiple patch installation can cause some patch installations to fail.
Resolving the problem
If you are having problems installing a particular patch, you might need to perform some steps manually
to finish the installation. See Microsoft article 296861 for more information at http://
support.microsoft.com/kb/296861.
Duplicate patch recommendations from OS Patches and Updates
You can either ignore the duplicate recommendations, or you can remove one of the compliance checks in
OS Patches and Updates and then run the check again.
Symptoms
Duplicate patch recommendations are listed in the OS Patches and Updates compliance check.
Causes
If your computer has compliance checks from both OS Patches and Updates and from its provisioning
group, then the patch recommendations for it will be generated twice.
For example, if your computer has 20 patch recommendations because of the OS Patches and Updates
compliance check being run, these issues will be listed twice in the Recommendations tab (once for each
check) and a total of 40 patch recommendations will be listed in the General tab for the computer.
However, if you access the Issues and Recommendations tab for a specific check, the patch
recommendations will only be listed once.
Resolving the problem
You can either ignore the duplicate recommendations, or you can remove one of the compliance checks in
OS Patches and Updates and then run the check again.
© Copyright IBM Corp. 2003, 2011
157
Error when downloading Windows 2003 Service Pack 2
This is a known issue that is acknowledged by Microsoft. If you encounter this error, install the service
pack manually.
Symptoms
If you are using a Windows XP computer as your Microsoft patch download server, you might receive an
Out of Disk error when attempting to download the 32-bit version of Windows 2003 Service Pack 2.
Causes
There is a maximum download size restriction on the WinHTTP COM object that Microsoft provides with
some versions of Windows, and is a limitation that is acknowledged by Microsoft.
Resolving the problem
Install the service pack manually:
1. Click Go To > IT Infrastructure > Software Catalog > Software Products.
2. Click the product name.
3. Click New Installable.
4. Type a name for the installable.
5. Set File Repository to LocalFileRepository.
6. In the Installable Path field, type $TIO_HOME/repository/wua/updates/<installable_ID>, where
<installable_ID> is the software installable ID. For example, if the <installable_ID> is 3603, the path
is $TIO_HOME/repository/wua/updates/3603.
7. Under Software Installables, click the software installable name.
8. Set the installable path to the relative path of the location from Step 6 (for example,
/wua/updates/3603) and click Save
.
As an alternative to installing the service pack manually, use Windows Server 2003 as the operating
system on the Microsoft patch download server.
Web interface problems
This section describes how to recover from web interface problems.
Installation of Service Pack 2 fails on Windows 2003 and Windows XP
targets
The installation of Service Pack 2 (KB914961) on Windows 2003 and Windows XP (64 bit) target
computers fails when running a script remotely on the target computer.
Symptoms
The installation of Service Pack 2 (KB914961) on Windows 2003 and Windows XP (64 bit) target
computers fails when running a script remotely on the target computer. You receive the following error:
Error Code: 0x800705B3
Error Desc: This operation requires an interactive Windows station.
Causes
158
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
This problem is due to a Microsoft limitation. The Service Pack 2 installer requires an interactive
Windows station when installing on Windows 2003 and Windows XP (64 bit) targets.
Resolving the problem
Currently, there is no resolution for this problem.
Windows Update Agent scan incorrectly reports missing patches
This known issue is caused by a WUA problem.
Symptoms
When attempting to install certain Windows patches, the installation reports success, but the Windows
Update Agent (WUA) scan does not find the patch installed. This problem might occur when attempting
to install patches that have been superseded by newer ones.
Causes
This known issue is caused by a WUA problem.
Windows Update Agent installation fails
Before installing Windows Update Agent (WUA) on the target computer, Provisioning Manager checks
for unsupported versions of WUA to uninstall them. The uninstallation might fail because Windows
Update Agent files are being used by another process.
Symptoms
The uninstallation of Windows Update Agent fails. A messages similar to the following might be
displayed:
Windows Update Agent installation has failed because
some files are being used by another process.
Please reboot the endpoint and try to install WUA again.
Causes
The uninstallation might fail because Windows Update Agent files are being used by another process.
Resolving the problem
To solve this problem, perform the following steps:
1. Restart the target computer.
2. Install Windows Update Agent following the standard procedure.
Windows Update Agent installation fails on Windows Vista and
Windows 2008 computers
Before installing Windows Update Agent (WUA) on the target computer, Provisioning Manager checks
for unsupported versions of WUA to uninstall them. The uninstallation might fail because the version of
the Windows Update Agent installer is wrong.
Symptoms
Chapter 10. Patch management problems
159
Provisioning Manager is trying to uninstall an unsupported version of Windows Update Agent from the
target computer before installing a supported version. The following versions are not supported and must
be removed:
v 7.1.6001.65
v 7.2.6001.784
v 7.2.6001.788
The uninstallation of Windows Update Agent fails. One of the following messages, or a similar message,
might be displayed:
Cause: WUA version 7.1.6001.65 and the operating system Microsoft Windows
Server 2008 Enterprise are installed on the computer 52297. The supported
WUA located in the directory /wua/windowsupdateagent cannot be installed
with the Force option.
COPDEX123E A InstallationError exception occurred.
The exception was caused by the following problem:
Could not uninstall the unsupported WUA 7.2.6001.788 from the target computer.
To resolve the problem:
1. Reboot the target and run the WUA installation again.
2. Verify that the installer for WUA 7.2.6001.788 exists in
the directory /wua/windowsupdateagent/7.2.6001.788 in the file repository 1450.
Causes
The uninstallation might fail because the version of Windows Update Agent installer is wrong.
Resolving the problem
To solve this problem, perform the following steps:
1. Download and store the correct version of WUA in the /wua/windowsupdateagent/
WUA_version_number directory.
2. Restart the target computer.
3. Install Windows Update Agent following the standard procedure.
Cannot scan for missing patches on Windows 2008
After uninstalling an unsupported version of Windows Update Agent (WUA) from the target computer,
restart the target computer before scanning for missing patches.
Symptoms
You have uninstalled an unsupported version of Windows Update Agent, either manually or by
Provisioning Manager. When you try to scan for missing patches, the scan fails with the following error
message:
COPCOM123E A shell command error occurred:
Exit code=1,
Error stream="",
Output stream="valid WSUS in registry
valid WUStatusServer in registry
Scanning...
Class doesn’t support Automation
The scan operation has failed with the error code: 0x1AE
A possible cause might be that the system cannot connect to the
WSUS server or the Internet.
Also verify that TPM and/or WSUS is properly configured.
Causes
160
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Uninstalling the unsupported Windows Update Agent automatically downgrades it to a supported
version. However, the scan fails because you must restart the target computer to complete the installation.
Resolving the problem
To solve this problem, perform the following steps:
1. Restart the target computer.
2. Run the scan again.
Windows patches are not installed
A patch that is approved on the web interface is not necessarily approved on the Microsoft Windows
Server Update Services (WSUS) server.
Symptoms
In a small Windows environment, after the following tasks are performed:
1. Acquire patches
2. Set up compliance
3. Scan for missing patches
4. Generate the list of recommendation for the target computers
5. Install the patches
When scanning for missing patches again to verify the compliance results, the patches that were installed
are still displayed in the recommendations list. Also, if running an inventory scan on the target
computers, the result of the scan shows that patches are not installed on the target computers.
Causes
The provisioning server does not communicate with the Microsoft Windows Server Update Services
(WSUS) server. As a result, a patch that is approved on the web interface is not necessarily approved on
the WSUS server.
Resolving the problem
There are two ways that you can resolve this problem:
v When you acquire the patches, make sure that you only acquire patches with an initial patch status of
APPROVED. This way, you only acquire the approved patches from the WSUS server and bring them into
the data model.
v If you already acquired all patches, make sure that after you approve a patch from the web interface,
you also to log on to the WSUS server, search for that patch that you approved and approve it on the
WSUS server as well.
Patch installation fails on Windows computers
Windows Update Agent 2.0 requires both BITS and Windows installer 3.1 to be installed to run properly.
Symptoms
Patch installation on Windows target computers fail and no patches are listed in the Add/Remove
Programs panel. Error messages are generated in the %WINDIR%\windowsupdate.log file that read similar to
the following: FATAL: MSI DLL version is 2.0. Version 3.1 is required.
Causes
Chapter 10. Patch management problems
161
The installation of the Windows Update Agent is a requirement for managing patches in Windows
environments. Windows Update Agent 2.0 requires both BITS and Windows installer 3.1 to be installed to
run properly.
Resolving the problem
Download BITS and Windows Installer 3.1 from the Microsoft Web site and install them on the target
computers. A restart might be required so that the Windows Update Agent works properly.
Cannot publish approved patches to depot
The patch installable cannot be downloaded to the Tivoli Provisioning Manager repository.
Symptoms
When doing Windows offline patch management using the scalable distribution infrastructure, the task of
publishing approved patches to a depot fails. Errors indicate a problem running the workflow
MS_SOA_InstallPatchStack. The following error might be generated:
COPINF029E The system failed to run the workflow MS_SOA_InstallPatchStack
in order to process execution through the infrastructure.
Causes
The patch installable cannot be downloaded to the Tivoli Provisioning Manager repository.
Resolving the problem
1. On the provisioning server, run the workflow MS_Patch_Generate_Offline_Script with no
parameters.
2. Using a DVD or another media, copy the ms_offline_patch_scripts.tar or
ms_offline_patch_scripts.zip file (located in /tmp or /cygwin/tmp) from the Tivoli Provisioning
Manager.
3. On that computer, extract the ms_offline_patch_scripts.tar or ms_offline_patch_scripts.zip
archives. After that, run the command ms_patch_download_offline.sh or
ms_patch_download_offline.cmd, which creates a file called offline_patches.tar or
offline_patches.zip.
4. Using a DVD or another media, copy the file offline_patches.tar or offline_patches.zip from the
computer that is connected to the Internet to the provisioning server in the directory
$TIO_HOME/repository/wua.
5. On the provisioning server, run the workflow MS_Patch_Process_Offline_Download.
Parsing error when running Microsoft Updates Discovery
If this happens, restart the Microsoft patch download server, remove all files from the Tivoli Provisioning
Manager host name directory, and then run Microsoft Updates Discovery again.
Symptoms
When doing Windows patch management in large environments in the configuration where UNIX or
Linux is installed on the provisioning server and a Microsoft patch download server is used, errors are
generated when running Microsoft Updates Discovery. The following error might be generated:
COPDEX123E A ParsingFailure exception occurred. The exception was caused by
the following problem: A Parsing Failure has occurred. xmlSource is located:
/opt/IBM/tivoli/tpm/repository/wua/wsusscancab/update/package.xml.
Resolving the problem
162
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
1. Restart the Microsoft patch download server.
2. Remove all files from the %SystemDrive%\<Tivoli Provisioning Manager host name> directory.
3. Run Microsoft Updates Discovery again.
Installing a technology level also installs the latest service pack
If approving the recommendation to install only the technology level on the target computer, both the
technology level and the latest service pack for that technology level are installed on the target computer.
Symptoms
You are managing patches in an AIX environment. When specifying the updates to scan for, you select
Latest Level for the Maintenance Strategy Model field to scan for both technology levels and service
packs.
After following the steps in the information center to generate the patch recommendations, two
recommendations are displayed for your target computers:
v the latest technology level, for example AIX_TL 5300-07
v the latest service pack, for example, AIX_TL 5300-07-02
If approving the recommendation to install only the technology level on the target computer, both the
technology level and the latest service pack for that technology level are installed on the target computer.
Replacing AIX patches
You need to clean up the data model before acquiring the patches again.
If the downloaded AIX patches got corrupted or were inadvertently deleted from the data model, you
need to clean up the data model and acquire the AIX patches again.
Procedure
1.
2.
3.
4.
5.
Click Go To > IT Infrastructure > Software Catalog > Patches.
Select the TLs, or SPs that you want to delete and click Delete
.
Click Go To > IT Infrastructure > Software Catalog > Patch Acquisition.
Click Refresh TL/SP Definitions to bring all available AIX patches into the data model.
Under Technology Levels and Service Packs, select the check boxes corresponding to the patches that
you want to acquire and click Download Patches.
Patch download and distribution fails on AIX
The files that are being transferred are too large for AIX default settings. You need to change the settings
before trying again.
Symptoms
The task of downloading and distributing patches fails on AIX target computers.
Causes
The problem is caused by the large size of the files that are transferred, approximately 2-3 GB, between
the AIX satellite server and the provisioning server. This also occurs in large file transfers between the
Chapter 10. Patch management problems
163
provisioning server and target computers. The default settings for the file size prevent large files from
being transferred, and causes the patch download and distribution to fail if the files being transferred are
too large.
Resolving the problem
Do the following steps:
1. On the AIX target computer, modify the /etc/security/limits file so that
fsize = -1
in both the default and root sections.
2. On the provisioning server, if UNIX or Linux is installed as the operating system, make sure that fsize
is set as
fsize = -1
Cannot scan for missing patches on AIX
Because the scan was not done on the target computer, there is no discovery associated with the target
computer.
Symptoms
You have added new AIX target computers to the data model, but you have not run a scan on the target
computer yet. If you install the patches from the Patch Installation page instead of the Recommendations
tab for the target computer, then the scan does not run for missing patches.
Causes
Because the scan was not done on the target computer, there is no discovery associated with the target
computer.
Resolving the problem
Run the scan at least once for a target computer so that the scan works from the Patch Installation page
as well.
Cannot connect to Linux update site
You are trying to connect to the update site, but an error message is returned.
Symptoms
When you try to connect, a message like the following message is returned:
COPDEX123E A UniqueCatalogNameError exception occurred.
The exception was caused by the following problem:
Error adding catalog catalog_name service.
RETURNCODE:1, ERROR-MESSAGE: The catalog name
catalog_name exists in the service list.
Please try a unique catalog name.
Causes
One of the parameters you entered is incorrect.
Resolving the problem
164
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Provisioning Manager checks all the parameters you provided for the command and stops at the first
error it encounters. If you receive this error message, check all the parameters you entered to ensure that
they are all correct. In the example provided, the user entered the name of a catalog existing in the
database.
Wrong link for Linux update site
You are trying to connect to the update site, but an error message is returned.
Symptoms
When you try to connect SUSE Linux update site in running the SUSE Linux patch scan, a message like
the following message is returned:
Error getting refreshing the catalog service SLES10-Updates. RETURNCODE:1,
ERROR-MESSAGE:ERROR: Failed to parse XML metadata: Can’t add repository at
ftp://ftp.suse.com/pub/suse/update/10.1:
Unknown source type for ftp://ftp.suse.com/pub/suse/update/10.1
COPDEX123E A UniqueCatalogNameError exception occurred.
The exception was caused by the following problem:
Error adding catalog catalog_name service.
RETURNCODE:1, ERROR-MESSAGE: The catalog name catalog_name exists in the service list.
Please try a unique catalog name.
Causes
The link provided in the SUSELinux.Update.Server.url variable might be outdated.
Resolving the problem
Note: The site specified for the SUSELinux.Update.Server.url variable might change over time. In this
case, try and connect to the Novell Web site for mirror sites (http://www.novell.com/products/opensuse/
downloads/ftp/int_mirrors.html), or contact your SUSE Linux representative.
Errors during patch installation on Solaris 10
These errors are caused because the target computers do not meet certain requirements.
Symptoms
Patch installation fails on Solaris target computers. Error messages might look similar to the following:
Failure: Cannot connect to retrieve detectors: / Not Found
The resource identified by / could not be found
and
Failure: Cannot connect to retrieve Database/current.zip: / Not Found
The resource identified by / could not be found.
Causes
The problem is caused by requirements that are missing from the target computers.
Resolving the problem
Ensure that the following requirements are met for the target computers:
1. The UpdateConnection client package 1.0.10 or higher is installed on the target computers.
Chapter 10. Patch management problems
165
2. The patch 121118-13 is installed on thetarget computers. To download the patch, go to
http://sunsolve.sun.com/search/document.do?assetkey=1-21-121118.
3. The /usr/jdk/latest directory exists and points to jdk1.5.0_12.
4. The /usr/java directory points to /usr/jdk/jdk1.5.0_12.
5. The /usr/bin/java directory points to /usr/java/bin/java.
The agfa-fonts-2003.03.19-32.6 patch cannot be installed
This problem is caused by a third party license agreement that you must accept manually. Install the
patch manually and manually set the patch status to Implemented.
Symptoms
On a target computer where the SUSE Linux 10 base image is installed (without any service pack), the
patch called agfa-fonts-2003.03.19-32.6 cannot be installed.
Causes
This problem is caused by a third party license agreement that you must accept manually.
Resolving the problem
Install the patch manually, outside the provisioning server. After installing the patch, manually update
the patch status to Implemented in the recommendation list. When running the next inventory scan and
compliance check scan, the patch will no longer be displayed in the recommendations list.
Default patch information displayed in SLES Linux
The ZENworks Linux management server does not provide patch information.
Symptoms
If managing patches for SLES Linux environments using the ZENworks model, after scanning the SLES10
or SLES10 SP1 target computers, the patch information displays default values: Description, Category,
and Release Date are blank, and Reboot is false.
Causes
The ZENworks Linux management server does not provide patch information.
Patch installation error on SUSE Linux
This problem is caused by a known issue with the rug tool.
Symptoms
Patch installation on SUSE Linux environments fails with the following error:
COPDEX123E A PatchInstallError exception occurred. The exception was caused by
the following problem: Error installing patches. Please refer
/tmp/temp11428.log file for more details.
RETURNCODE:1 ERROR:ERROR: Dependency resolution failed:
Resolvable id 116289 does not exist.
Causes
166
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
This problem is caused by a known issue with the rug tool.
Resolving the problem
1. Log on to the target computer.
2. Find all the zmd-related processes by running:
ps -ef |grep zmd
3. Stop all the zmd-related processes by running:
kill -9 <pid>
where pid is the process ID of the zmd processes.
4. Stop the zenwork daemon by running:
rczmd stop
5. Start the zenwork daemon by running:
rczmd start
6. Verify that the status of the service is active by running:
rug sl
7. Run the patch installation again.
Endpoint scan times out and fails
Symptoms
When trying to perform an endpoint scan, the operation might fail.
Causes
The timeout setting might be too restrictive.
Resolving the problem
If you are having problems when performing the scan, you can configure the HPpatch.timeout variable at
either Computer, Group, or Global Settings level. The timeout value is expressed in seconds. If the
variable is configured at multiple levels for a computer, then the timeout value is considered in the
following order:
1. Computer
2. Group
3. Global Settings
Chapter 10. Patch management problems
167
168
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 11. Virtualization problems
This section describes how to recover from virtualization management problems.
VMware value error when upgrading
An error occurs during the upgrade to version 7.1.1 because the VMware value was not changed. The
value needs to be changed manually.
Symptoms
During the upgrade from Tivoli Provisioning Manager 7.1 to 7.1.1, the following error occurs:
COPUTL091E
A required pre-defined value was not changed from ’VMWare’ to ’VMware’.
Causes
The VMWare value in version 7.1 is changed to VMware during the upgrade to version 7.1.1. If the error
occurs, the value was not changed.
Resolving the problem
After the upgrade, manually change the value in the provisioning database.
To change the value, open a database command window and run the following command:
update requirement_predfn_value set value=’VMware’ where value=’VMWare’
After the command runs, the value is corrected.
Error creating a VMware virtual server using ESX server
An error will happen when creating a VMware virtual server using a ESX server that has run the
inventory discovery.
Symptoms
An error will happen when creating a VMware virtual server using a ESX server that has run the
inventory discovery. If the inventory discovery has been run for a ESX server and it is selected to create a
virtual server. The creation workflow might fail with the following error:
COPDEX040E
An unexpected deployment engine exception occurred:
COPCOM606E The system cannot find managed memory type
hardware resource on host platform {ESX server name}.
Causes
This limitation is caused by the fact that inventory discovery can not discover the memory that is
allocated to the virtualization management.
Resolving the problem
In general, user must not run the inventory discovery against a ESX server. As this will cause some
unexpected failure on virtualization management. If user has run the inventory discovery against a ESX
© Copyright IBM Corp. 2003, 2011
169
server, remove it from TPM DCM, then start "VMware VI3 - HostPlatform Resource and Virtual Machine
Discovery". The ESX server will be added in by "VMware VI3 - HostPlatform Resource and Virtual
Machine Discovery" and be configured properly to manage the virtualization.
Error Running HostPlatform Resource and Virtual Machine Discovery
VMware VI3 - HostPlatform Resource and Virtual Machine Discovery do not work if inventory discovery
is run before it. The error is: COPDEX172E The CPUResID variable is a single value variable, cannot
assign an array value to it.
Symptoms
For a ESX server with multiple CPUs, "VMware VI3 - HostPlatform Resource and Virtual Machine
Discovery" will not work if the inventory discovery against it has been run before it. The error is:
COPDEX172E The CPUResID variable is a single value variable, cannot assign an array value to it.
Causes
This limitation is caused by the fact that VMware virtualization expect only one CPU resource when
allocating the resource allocations to virtual machines
Resolving the problem
In general, user must not run the inventory discovery against a ESX server. As this will cause some
unexpected failure on virtualization management. If user has run the inventory discovery against a ESX
server, remove it from TPM DCM, then start "VMware VI3 - HostPlatform Resource and Virtual Machine
Discovery". The ESX server will be added in by "VMware VI3 - HostPlatform Resource and Virtual
Machine Discovery" and be configured properly to manage the virtualization.
Create LPAR Fails
Error creating a VirtualServer with error COPCOM123E A shell command error occurred
Symptoms
Create LPAR failure with error message: COPCOM123E A shell command error occurred:....
Causes
It might be caused by the fact that virtual I/O server name does not conform with the DNS naming rule.
TPM requires virtual server name to be defined in DNS and resolved to IP address. Therefore it needs to
conform to both HMC and DNS naming rules.
Resolving the problem
Modify the Vitual I/O server name to conform to the following rule:
v must be between 1 and 63 characters long.
v only contains letters 'a' through 'z' (case-insensitive), the digits '0' through '9', and the hyphen.
v must begin with a letter.
v must end with a letter or a number.
170
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Error Running VMware VI3 - Virtual Center Discovery
Cannot connect error message when running VMware VI3 - Virtual Center Discovery, no trusted
certificate found
Symptoms
The following error displays when running VMware VI3 - Virtual Center Discovery:
Cannot connect to URL ’https://<Virtual Center IP Address>/sdk’
’using user <user name>’ because:;
nested exception is: javax.net.ssl.SSLHandshakeException:
com.ibm.jsse2.util.h: NO trusted certificate found.
Causes
The keytool command was run in a wrong directory. It needs to be run in $JAVA_HOME/jre/lib/security.
In this directory you find an existing cacerts file.
Resolving the problem
Make sure the SSL certicate was imported to $JAVA_HOME/jre/lib/security For more details see
Importing the SSL certificate.
The creation of a dedicated WPAR fails
This error is because the /usr and /opt file system sizes are too small. You can increase the sizes
manually.
Symptoms
When you create a dedicated WPAR and specify the values for the /usr and /opt file system sizes in the
virtual server template, the creation of the WPAR fails with the following error message:
’mkwpar: 0960-287 Error: /usr requires at least 2288096 blocks’
Causes
The /usr and /opt file system sizes are too small. The sizes must be large enough to copy all of the
required files from the /usr and /opt directories of the host platform server.
Resolving the problem
Increase the WPAR.size.usr or WPAR.size.opt values in the virtual server template to be equal to or
greater than the number specified in the error message.
The number in the error message, for example, 2288096 blocks, is displayed in 512KB blocks. When you
set the WPAR.size values, convert the size to megabytes (MB).
Tip: To calculate the minimum size required, divide the number in the error message by 2048. For
example, if the size on the host platform server is 2288096 blocks, use the following calculation:
2,288,096 / 2,048 = 1,117MB
So, the minimum file size required for the dedicated WPAR is 1,117MB.
Chapter 11. Virtualization problems
171
Installation on an AIX WPAR fails
Tivoli Common Agent cannot be installed on shared zones. Install Tivoli Common Agent on a dedicated
AIX WPAR.
Symptoms
When you try to install Tivoli Common Agent on an AIX WPAR, the installation task fails with the error
message COPDEX123E.
Causes
Tivoli Common Agent cannot be installed on shared zones. Shared or non-shared (dedicated) WPARs are
determined by the value of the WPAR.privateusr variable in the virtual server template. To view the
virtual server template, navigate to Go To > IT Infrastructure > Provisioning Inventory > Virtual Server
Template and then select the server template that was used to create the WPAR. A value of no for the
WPAR.privateusr variable means that the server template will create a shared WPAR. Installing Tivoli
Common Agent to a WPAR that has been created with this setting will fail.
Note: Because Tivoli Common Agent cannot be installed on any shared zones, this issue also applies to
shared Solaris zones. However, if the installation fails with Solaris, no error message is given.
Resolving the problem
Install Tivoli Common Agent on a dedicated AIX WPAR.
Installation of a software package on some 7.1 UNIX or Linux targets
does not work correctly
You try to install a software package on a 7.1 UNIX or Linux target computer and the installation
apparently completes correctly. However, the software package is not present on the target computer.
Symptoms
You upgrade the Provisioning Manager server from version 7.1 to version 7.1.1. You also upgrade the
depot from version 1.4.1.0 to version 1.4.2.0. You then try to install a software package on a 7.1 UNIX or
Linux target computer and the installation apparently completes correctly. However, the software package
is not present on the target computer.
Causes
This problem is due to an internal defect in the subagent code which is resolved in Provisioning
Manager, version 7.1.1.
Resolving the problem
Upgrade the agent to Provisioning Manager, version 7.1.1 and repeat the installation.
Cannot synchronize an AIX WPAR
This is a known limitation with AIX 6.1 LPARs.
Symptoms
An attempt to synchronize an AIX WPAR with its host LPAR fails with the following error message:
172
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM123E A shell command error occurred:
Exit code=70, Error stream="syncroot:
ATTENTION, Root part is currently synchronized,
but there are other SWVPD inconsistencies.
Please execute "/usr/bin/lppchk -v" for more information.
syncroot: Returns Status = FAILURE
/usr/lib/wpars/wparinstcmd: 0960-231
ATTENTION: ’/usr/sbin/syncroot -X’ failed with return code 1.
syncwpar: 0960-264 Error synchronizing workload partition nc117195.
Return Status = FAILURE.", Output stream="*****************
**************************************************************
Synchronizing workload partition nc117195 (1 of 1).
****************************************************
Executing /usr/sbin/syncroot -X in workload partition nc117195.
syncroot: Processing root part installation status.".
Causes
This is a known limitation with AIX 6.1 LPARs.
Resolving the problem
To work around this issue, remove any file sets from the LPAR that you do not want to install on the
WPAR.
From the LPAR, run the following command to remove the file sets:
swvpdmgr -p <fileset>
After the file sets have been removed, run the synchronization again.
Tivoli Common Agent installation fails on a shared-IP Solaris zone
The Tivoli Common Agent installation fails because the globally unique identifier must also be installed.
Symptoms
When you try to install the common agent on a shared-IP Solaris zone, the installation fails and an error
message similar to the following is displayed:
COPDEX123E An AgentInstallException exception occurred.
The exception was caused by the following problem:
Agent installation failure.
Agent install return code log file contents:
An error during the GUID installation.
Causes
The Globally Unique Identifier (GUID), version 1.3.3, packaged with Tivoli Common Agent needs to
query the network interface MAC address at installation time. In a shared-IP Solaris zone, the network
interface MAC address is not accessible, so the GUID installation fails.
Resolving the problem
A GUID, version 1.3.4, developed for shared-IP zone is available in the Quick Start DVD. You can either
install the GUID 1.3.4 before installing the Tivoli Common Agent to avoid the problem, or install GUI
1.3.4 after Tivoli Common Agent installation fails, then re-install the Tivoli Common Agent again to
recover the problem
To install GUID 1.3.4, perform the following steps:
Chapter 11. Virtualization problems
173
1. On a shared-IP Solaris zone, create a temporary folder, for example, newguid.
2. Copy the guid_solaris_sparc.tar or guid_solaris-ix86 file from the solaris_tivguid folder located
on the Quick Start DVD to the newguid folder.
3. Browse to the newguid folder.
4. To untar the installation binary, run one of the following commands:
v tar xvf guid_solaris_sparc.tar
v tar xvf guid_solaris-ix86
5. To install the GUID, in the newguid folder run one of the following commands:
v # ./installguid_solaris2.sh
v # ./installguid_solaris-ix86.sh
When the GUID is successfully installed, a message similar to the following is displayed:
Tivoli GUID utility - Version 1, Release 3, Level 4.
(C) Copyright IBM Corporation 2002, 2009 All Rights Reserved.
BTATG0005I A GUID entry was not found.
The program is generating a new one.
Guid:<GUID_number> Tivoli GUID utility - Version 1, Release 3, Level 4.
(C) Copyright IBM Corporation 2002, 2009 All Rights Reserved.
BTATG0005I A GUID entry was not found. The program is generating a new one.
Guid:<GUID_number>
174
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 12. Provisioning task problems
This section describes how to recover from provisioning task problems.
Provisioning tasks cannot be scheduled and submitted from web
interface
This limitation is caused if the activity plan was saved as a draft which can only be done in the Activity
Plan Editor.
Symptoms
A provisioning task cannot be scheduled and submitted from the web interface.
Causes
The activity plan was saved as a draft, which can only be done in the Activity Plan Editor.
Resolving the problem
Use the Activity Plan Editor to save the plan as a template instead of a draft. To do this, perform the
following steps in the provisioning task application:
1.
2.
3.
4.
Select a task with type=Activity Plan.
Click the Task tab.
At the Mark activity plan as option, click the Template radio button.
Click Template and then save the task.
After this is done, use the following steps to run the provisioning task.
1. Click Go To > Task Management > Provisioning Tasks > Provisioning Task Definitions.
2. Click Activity Plan from the list of provisioning task definitions.
3. From the Select Action menu, click Run Provisioning Task.
4. Click Select to select the target computers on which you want to run the provisioning task.
5. Click Schedule to specify some scheduling options for the provisioning task.
6. Click Submit to run the provisioning task.
Cannot delete shared provisioning tasks
You cannot directly delete shared provisioning tasks that were created by other owners.
Symptoms
You cannot delete multiple provisioning tasks in the Provisioning Task Definitions application and
instead receive an information message that tells you that shared provisioning tasks can only be deleted
by their owners.
Causes
Shared provisioning tasks can only be deleted by their owners. If the provisioning tasks that you have
selected include shared provisioning tasks created by other owners, you cannot delete them directly.
© Copyright IBM Corp. 2003, 2011
175
Resolving the problem
To
1.
2.
3.
work around this problem, perform the following steps:
Click Go To > Task Management > Provisioning Tasks > Provisioning Task Definitions.
From the list, identify the shared provisioning task that you cannot delete.
Click the Detail tab of the shared provisioning task.
4. From the Select Action menu, click Remove Shared Task.
This action will unshare the provisioning task for the current user, and the shared provisioning task will
be removed from the current list.
Provisioning tasks remain in progress after recovery
When the provisioning server is reset, tasks that are in progress will fail with a Java Virtual Machine
error.
Symptoms
If the Tivoli Provisioning Manager server was interrupted in any way (for example, due to a power
failure or the deployment engine being stopped) while a task is in progress, that task remains in progress
even after Tivoli Provisioning Manager recovers. Any objects that the task is holding will not be released.
Causes
When the provisioning server is reset, tasks that are in progress will fail with a Java Virtual Machine
error.
Resolving the problem
Run the clean-up-deployment-requests command to clean up unfinished deployment engine requests
and to release any objects being held.
Note: You do not need to restart the provisioning server after the command has run. Refresh the
provisioning server web interface, and the unfinished task will be changed to the failed state with an
appropriate message error.
SSH error occurs during task
This is a built-in SSH mechanism that prevents access from other computers that try to impersonate a
known computer.
Symptoms
The following error occurs when a task is running:
>@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
@
WARNING: REMOTE HOST IDENTIFICATION HAS CHANGED!
@
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
IT IS POSSIBLE THAT SOMEONE IS DOING SOMETHING NASTY!
Someone could be eavesdropping on you right now (man-in-the-middle attack)!
It is also possible that the RSA host key has just been changed.
The fingerprint for the RSA key sent by the remote host is
176
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
4c:e2:db:b3:38:de:5f:f3:54:34:47:50:33:a0:be:86.
Please contact your system administrator.
Add correct host key in /home/tioadmin/.ssh/known_hosts to get rid of this message.
Offending key in /home/tioadmin/.ssh/known_hosts:3
RSA host key for 9.23.17.47 has changed and you have requested strict checking.
Host key verification failed.
Causes
This error occurs when SSH between the provisioning server and the target computer detects a change in
the RSA key. For example, this might occur when a particular target computer is re-imaged, because then
the SSH keys would no longer match with the keys from the provisioning server. It is a built-in SSH
mechanism that prevents access from other computers that try to impersonate a known computer. This
error message tells the system administrator that the target computer is no longer the same. If the system
administrator determines that the computer is not an offending computer (which is the case when
re-imaging) then the provisioning server provides a convenient way to solve this.
Resolving the problem
In the Provisioning Workflows application, run the workflow called RemoveSshKey.
1. Click Go To > Administration > Provisioning > Provisioning Workflows.
2. In the Provisioning Workflow list, find the workflow called RemoveSshKey.
3. Click Run
This workflow will remove the existing keys of the target computers from the provisioning server. After
running this workflow, the error will not occur when the task is run again.
Install software task fails for extracted installable file
On Windows computers with Cygwin installed, use .tar archives instead of .zip archives.
Symptoms
If you do an install software task using the following steps, the task will fail:
1. Go to IT Infrastructure > Software Catalog > Software Product Import.
2. Enter the data for all of the fields.
3. Select Windows OS.
4. Select Custom Extract and Install.
5. Set the Configuration template parameter for the created software product as:
Extract command - unzip <file name>
Install command - <file name> -q
6. Run the task on a Windows computer with Cygwin installed.
The following message appears:
COPCOM123E A shell command error occurred:
Exit code=1, Error stream="Access is denied", Output stream=""
Note:
v The file will extract using the unzip command but the extracted file does not have read and run
permissions.
Chapter 12. Provisioning task problems
177
v The workflow will assign the required permissions for the extracted file.
Causes
This is caused by the coexistence of Windows and Cygwin while using the extraction utility. The
extraction utility will not correctly set the permission of unpacked files when Cygwin is installed.
Resolving the problem
On Windows computers with Cygwin installed, use .tar archives instead of .zip archives.
Task error after using the clean-up-deployment-requests command
If you receive this error, it means another user has already run the clean-up-deployment-requests
command on the provisioning server.
Symptoms
After you run the clean-up-deployment-requests command, the following deployment task error
message occurs:
COPDEX029E The system cannot continue the deployment request
from a previous deployment engine JVM session.
Causes
Another user has already run the clean-up-deployment-requests command on the provisioning server.
Resolving the problem
No action is needed.
178
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 13. Provisioning workflow problems
This section describes how to recover from provisioning workflow problems.
Troubleshooting provisioning workflows
There are a number of different reasons why a provisioning workflow might fail. If your provisioning
workflow fails to complete, consider the following actions:
1. View the results of the workflow execution and check for errors. Error messages can help you to
identify the source of the problem. For example, an error message might tell you that the error is
related to a service access point, a data model error, or a database error.
In the web interface, you can look at the workflow executions history and review the error messages.
In Automation Package Developer Environment, review the results of the provisioning workflow in
the Execution Results view. If an error message appears, you can double-click it to view additional
details.
2. If the error is related to running the Device.ExecuteCommand logical management operations try the
following steps:
a. Look at the syntax of the command string being passed to the remote device. Attempt to re-create
the command string and run the command from the command prompt to reproduce the problem.
b. If you need to see exactly what command the provisioning workflow is sending, modify the
workflow that calls the Device.ExecuteCommand logical device operation. To do this, follow these
steps:
1) Open a shell prompt, and then run the following commands:
db2 connect to tc user <user name> using <password>
db2 update workflow 4 set is_editable=’Y’
where workflow_name=’<workflowname>’
This makes the workflow editable.
Note: You do not need to follow this step if you edit the workflow in Automation Package
Developer Environment.
2) Open the workflow in the web interface and then look for the Device.ExecuteCommand call. It
looks similar to the following:
Device.ExecuteCommand(DeviceId, ExecuteCommand, WorkingDirectory,
CredentialsKey, TimeoutInSeconds, TreatTimeoutAs, ReturnCode,
ReturnErrorString, ReturnResult)
3) ExecuteCommand is a workflow variable that contains the exact string to be executed. To make
this string visible in the execution history, add the following line just above the
Device.ExecuteCommand call:
log debug ExecuteCommand
The workflow code will then look like this:
log debug ExecuteCommand
Device.ExecuteCommand(DeviceId, ExecuteCommand, WorkingDirectory,
CredentialsKey, TimeoutInSeconds, TreatTimeoutAs, ReturnCode,
ReturnErrorString, ReturnResult)
4) Save and compile the workflow. Run the workflow again and then observe the clear text
command in a debug statement in the execution history.
© Copyright IBM Corp. 2003, 2011
179
3. Follow good provisioning workflow programming techniques by implementing log elements in your
program. Logs are generated from provisioning workflow log elements. To add log elements to a
workflow, do the following steps:
a. Make the workflow editable by running these commands in the shell prompt:
db2 connect to tc user <user name> using <password>
db2 update workflow 4 set is_editable=’Y’
where workflow_name=’<workflowname>’
b. Add log statements into the workflow above the commands that you want to log. For example:
Log info "Starting execution"
Device.ExecuteCommand (DeviceId, ....
Log statements use the following syntax:
log <type> "<log_message>"
where
type
Is the type of log statement. The available types are debug, info, warning, and error.
log_message
Is the log message that you want displayed when the log statement is triggered. You can
enter a text message, or a variable name that leads to a text message.
With log statements implemented, the workflow history log displays your specified messages after
each workflow is run. Log messages are displayed according to the log level selected in the web
interface. For example, no log warning messages are displayed if warning was not selected in the
workflow history web interface window.
Note: Log error messages do not stop workflow executions from completing.
See log for more information about log elements.
4. The properties of the log.level global variable, determine if the message text of a log element is
recorded in the provisioning workflow run history. To define the log.level global variable:
a. Click Go To > Administration > Provisioning > Provisioning Global Settings.
b. Click the Variables tab.
c. Click Edit > Add Variable.
d. Name the variable log.level in the Key field, with a component of Deployment engine, and a
value of debug|info|warning|error.
When a provisioning workflow is run, the logs generated inside a provisioning workflow are filtered
based on the value of this variable, with debug having the lowest priority and error having the
highest priority.
For example, if log.level is info, then you can see only the output from log info, log warnings and log
error. You cannot see the output from log debug statements. If the log.level is error, you will see the
output from log error only.
All provisioning workflows must use an appropriate log level for each situation. You can turn on
verbose logging by changing the global variable.
For example, a provisioning workflow that does a file copy might have the following log statements:
v If the source file is not found: log error file not found.
v If the source file is larger than one GB: log warning Large file: It will take some time to
process.
v For debugging: log debug file my_file.exe is being copied from hostA to hostB using scp,
username Administrator.
If you set the log.level variable to warning, debug messages are not recorded in the log. You might see
the warning message if the file is large. If you suspect that there is something incorrect in your
provisioning workflow, you can switch to log debug so that you can see all messages.
180
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
5. If you created a new global variable for your provisioning workflow, make sure that you had selected
Deployment engine for the component. If you select Entire system, the provisioning workflow will
fail.
Compilation errors
You can use the following information to help resolve compilation errors.
Symptoms
You might receive the following compilation error:
ERROR DETAIL:
Workflow line: 11
Error Code = COPDEX049EwiNoSuchOperand
ERROR MESSAGE = COPDEX049E The "language" operand
does not exist for instruction ID: 49368.
Causes
There is an entry for instruction ID 49368 in the WORKFLOW_INSTRUCTION table, but no corresponding
LANGUAGE operand for that instruction in the WORKFLOW_INSTRUCTION_OPERAND table.
Resolving the problem
Recompile the provisioning workflow to repopulate the tables. If the provisioning workflow is part of an
automation package, reinstall the automation package (which compiles the provisioning workflows
included on your system automatically).
Deployment engine logs
All deployment engine runtime results are logged to the TIO_LOGS\console.log file. If you are looking
for additional details to help determine why a particular provisioning workflow has failed, review this
log and the workflow execution log first.
It is important that you understand exactly which commands are being issued by the deployment engine
at run time (for debugging purposes). To do this, you need to enable the debug mode in two places:
v The log4j.prop file in the TIO_HOME\config directory must have lines that read:
log4j.appender.consolefile.threshold=debug
You must also edit the following lines. Change the INFO parameter into DEBUG:
log4j.category.com.thinkdynamics=INFO, consolefile, errorfile
log4j.category.com.ibm.tivoli=INFO, consolefile, errorfile
The edited lines must look like this:
log4j.category.com.thinkdynamics=DEBUG, consolefile, errorfile
log4j.category.com.ibm.tivoli=DEBUG, consolefile, errorfile
Note:
– This is not a default function. Debug mode is not enabled for console.log files for a standard
installation.
– After you have completed the changes to enable Debug mode, you must restart the Tivoli
Provisioning Manager server for the changes to take effect. For information see Starting or stopping
the provisioning server on UNIX or Linux or Starting and stopping the provisioning server on
Windows.
v When you only configure the log4j settings, it does not log commands issued by the deployment
engine. To log commands issued by the deployment engine, you must enable full debug mode.
Chapter 13. Provisioning workflow problems
181
1.
2.
3.
4.
Click Go To > Administration > Provisioning > Provisioning Global Settings.
Click the Variables tab.
Click New Row..
Name the variable debug in the Key field, with a component of Deployment Engine, and a value of
true.
Note: Full debug mode enables logging of deployment engine commands in both the user interface and
the log file. The logging change takes effect immediately for each instance when a provisioning workflow
is run.
For security reasons, a method is provided to obscure passwords and other sensitive data that appears in
product logs. For more information, refer to the Obscuring sensitive data topic.
console.log
This log file stores all event logs for workflow and workflow executions including messages,
traces, and debugging information.
msg.log
This log file stores the globalized event messages for the deployment engine component.
trace.log
This log file stores error messages that can be reviewed by Tivoli Software Support.
Workflow log globalization
Symptoms
If non-English strings are logged in a workflow using Jython, they are not displayed correctly in the
provisioning workflow status log. If non-Enlish strings are logged in a workflow without Jython, they are
printed as they are written in the 'Provisioning Workflow status' log.
Resolving the problem
You can work around this by not using Jython. To do so, use the command log debug/info/error/
warning instead of log debug/info/error/warning Jython.
Troubleshooting scripts
The Device.ExecuteCommand logical operation and Scriptlets both run on managed computers. In this case,
there are three areas that can potentially cause problems:
v The managed computer environment is not configured properly
SSH will use the PATH defined at SSH server compilation time, and not the PATH that was defined by
the user who is running the command. The following table lists the compilation time paths for
supported operating systems.
Table 13. Compilation time PATHs for supported operating systems
Operating System
PATH
Solaris 8 and 9
PATH=/usr/bin:/bin:/usr/sbin:/sbin:
/usr/local/bin
AIX 5.2 and 5.3
PATH=/usr/bin:/bin:/usr/sbin:/sbin
Red Hat 3
PATH=/usr/local/bin:/bin:/usr/bin
Cygwin
PATH=/bin:/usr/sbin:/sbin:/usr/bin
If the system path has been modified on your system, this setting overrides the default SSH server
compilation time PATH. To verify this setting, from the command line run:
182
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
’ssh -l username IP_address <command>
v There are problems with the data model configuration.
Check your SAP configuration:
– SAPs must be defined.
– SAPs must have credentials. Scriptlets must have RSA credentials defined.
– SAPs must have workflows associated with them.
– A SAP must be associated with the Device.ExecuteCommand logical management operation.
– A matching credential must exist on the server.
Check your computer data model definition:
– You must have a management IP assigned.
– Verify that the correct network configuration (network interface cards and interfaces) exists.
v The command itself is not running as expected: Retrieve the script from the /tmp directory and debug
it locally. If the command is not found, verify that Expect is installed on your managed computer and
is defined in your PATH.
Getting workflow execution logs
How to get workflow execution logs if they were requested by IBM Tivoli Software Support.
workflowLogExport tool
This command line utility exports the run history of one or more specified provisioning workflows to a
log file that can be either in XML format (the default option) or in any other file format of your choice.
This command line utility exports the workflow execution logs into an XML file. The tool simplifies the
process of sending provisioning workflows to IBM Tivoli Software Support so that they can access the log
information that they need to diagnose a provisioning workflow problem without accessing your
computer remotely. The user can export the run history of individual provisioning workflows, or the run
history of several logs into a log file whose name, file format, and location you can specify.
The command line utility is available at the following location:
v
Windows
2000
%TIO_HOME%\tools
where %TIO_HOME% is the Tivoli Provisioning Manager home directory.
v
UNIX
2000
Linux
$TIO_HOME/tools
Syntax for Windows: Enter the following command on one line:
workflowLogExport.cmd (-n <workflow_name>* | -r <request_id>)
[-f <export_filename>] [-i <input_filename>]
where:
[-n <workflow_name>*]
Is a command option that specifies the name of the provisioning workflow whose run history
you want to export to a log file. The asterisk (*) indicates that you can include multiple
provisioning workflow names in this variable. If you do not specify one or more provisioning
workflow names, workflowLogExport generates the provisioning workflow run history for all
provisioning workflows.
Chapter 13. Provisioning workflow problems
183
[-r <request _id>]
Is a command option that indicates the deployment request identifier.
[-f <export_filename>]
Is a command option that specifies the fully qualified path and file name of the provisioning
workflow log. By default, the file format for the exported log file is XML, and the default file
name is workflowLogExport.xml. If you do not specify a different file format, the provisioning
workflow log file is exported by default to XML. Also, if no file location is specified, the log file
is exported by default to the %TIO_LOGS% directory.
[-i <input_filename>]
Is a command option that specifies the name of the file that lists the names of all provisioning
workflows whose run history you want to export to the same log file.
Examples:
workflowLogExport.cmd -n MyWorkflow1 -n MyWorkflow2 -r 10017 -f
"c:/myDirectory/ myWorkflowExport.xml" -i
"c:/myDirectory/myExportWorkflowList.txt" workflowLogExport.cmd -i
"c:/myDirectory/myExportWorkflowList.txt"
workflowLogExport.cmd -i "c:/myDirectory/myExportWorkflowList.txt"
-n MyWorkflow101
Syntax for UNIX:
workflowLogExport.cmd (-n <workflow_name>* | -r <request_id>) [-f <export_filename>]
[-i <input_filename>]
where the command options are the same as the command options for Windows.
Returned file: The provisioning workflow run history is exported into a log file with a file name and
format that you can specify. If you do not specify them, the provisioning workflow run history is
exported by default to the workflowLogExport.xml file in the %TIO_LOGS% directory.
Log content structure: provisioning workflow –> deployment request –> workflow execution log –>
workflow execution log detail
This is a sample provisioning workflow log export:
<?xml version="1.0" encoding="UTF-8"?>
<workflow-execution-history>
<workflow id="21" name="Test Workflow 99999">
<deployment-requestid="10020">
<execution-log id="21" date="Mar 10,2005 11:48:54 AM" position="1"
<call-stack-level="1" lo
<log-details position="2" name="Test Details Name"
Test Details Values</log-details>
</execution-log>
</deployment_request>
</workflow>
</workflow-execution-history>
DB2 error occurs when you deploy resources
This error can occur when the application heap size is not large enough to process the request. Increase
the application heap size, rebind the packages, stop all connections, and restart the provisioning server.
Symptoms
When you run a provisioning workflow to deploy resources, you see a DB2 error telling you that an SQL
exception has occurred.
184
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Causes
This error can occur when the application heap size is not large enough to process the request.
Resolving the problem
Increase the application heap size, rebind the packages, stop all connections, and restart the provisioning
server. To do this:
1. Log on to the DB2 server as the DB2 instance owner.
2. Open a DB2 command window and enter the following command to increase the application heap
size:
db2 update db cfg for $DB2_DB_NAME using applheapsz 3072
where $DB2_DB_NAME is the name of the database that you want to modify.
3. Under the sqllib\bnd directory, run the following command to rebind the packages:
db2 connect to $DB2_DB_NAME db2 "bind @db2ubind.lst blocking all grant public"
db2 "bind @db2cli.lst blocking all grant public CLIPKG 6"
4. Run the following command to terminate all connections:
db2 force applications all
5. Restart the provisioning server.
DB2 creates a database state error
Keep the length of your provisioning workflow variables at less than 4000 bytes, to prevent DB2 errors.
Symptoms
Tivoli Provisioning Manager displays a DB2 error. For example
:com.ibm.tivoli.orchestrator.de.dao.PersistentStateException:
COPDEX038E A persistent/database state error: [IBM][CLI Driver][DB2/NT]
SQL0302N EXECUTE <DB text> SQLSTATE=22001 occurred.
Causes
The provisioning workflow variable values are limited to 4000 bytes. When a scriptlet or Java plug-in
returns a value longer than 4000 bytes, an error occurs.
Resolving the problem
Keep the length of your provisioning workflow variables at less than 4000 bytes.
DB2 Universal Database deadlocks occur during logical operations
Deadlocks might occur if the DB2 database configuration parameter (lock list) value is not large enough.
Symptoms
DB2 Universal Database™ deadlocks occur when the computer runs a logical operation.
Causes
The DB2 database configuration parameter (lock list) value is not large enough.
Resolving the problem
Chapter 13. Provisioning workflow problems
185
Adjust the lock list size value from 50 to 2000. Depending on the volume of traffic on the servers and the
size of your data model, you might want to select a more appropriate value.
For more information about setting the lock list value, search the DB2 for Linux, UNIX, and Windows
Support page: http://www-01.ibm.com/software/data/db2/support/db2_9/
A provisioning workflow does not install
Make sure that you use valid names for provisioning workflows, parameters and variables to avoid
installation errors.
Symptoms
A provisioning workflow does not install.
Causes
This can occur when provisioning workflows, parameters, and variables are not named correctly.
Resolving the problem
Make sure that you use valid names for provisioning workflows, parameters and variables.
Workflow names only support alphanumeric characters, underscores (_), and periods (.).
v The first character in the name can only be a letter or an underscore. Numbers or periods are not
allowed.
v The last character in the name cannot be a period (.)
v Characters between the first character and the last character in a workflow name can consist of
alphanumeric numbers, underscores, and periods.
v Provisioning workflow names can be up to 255 characters in length.
A provisioning workflow name can consist of only alphanumeric characters and underscores.
v The first character can be only letters or underscores. Numbers are not allowed.
v The remaining characters can be alphanumeric characters and underscores.
Provisioning workflow keywords cannot be used for variable names. If your provisioning workflows
contain variables with any of the following names, you must rename them.
in, inout, catch, catchall, CheckDeviceLocale, credentialskey,
DCMDelete, DCMInsert, DCMQuery, DCMUpdate, do, done, encrypted,
else, endif, endtry, error, finally, foreach, if, implements,
info, java, Java, Jython, language, LocaleInsensitive, log,
out, noop, parent, rethrow, scriptlet, then, timeout, try,
target, throw, var, warning, while, workflow
Tip: Any Unicode character can be used to enter comments in provisioning workflow scripts.
The UnzipSWDCLI provisioning workflow times out
The UnzipSWDCLI provisioning workflow times out due to a missing prerequisite.
Symptoms
The UnzipSWDCLI provisioning workflow times out with the following error message:
COPCOM116E The operation timed out.
186
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
As a consequence, also the MS_SOA_GetWindowsUpdateAgent provisioning workflow might fail with
the following error message:
<tio><log level="debug">"Local Scriptlet: running as tioadmin (the user that started DE)"</log></tio>
cp: cannot access /opt/IBM/tivoli/tpm/sie/swd_env.sh
script to run is: /opt/IBM/tivoli/tpm/sie/swd_env_tmp.sh
./swd_env_tmp.sh: line 1: wdcrtsp: command not found
<tio><setvar var="retCode">127</setvar></tio>
Causes
This problem can occur when the coreutils package is missing. This package is a prerequisite of Solaris,
version 10.
Resolving the problem
To solve the problem, perform one of the following operations:
1. Browse to the Provisioning Workflow Status page.
2. Check the status of the UnzipSWDCLI provisioning workflow. If the failure is due to a timeout
problem, apply the following workaround:
a. Switch to tioadmin user:
su - tioadmin
b. Browse to the TIO_HOME/sie directory:
cd /opt/IBM/tivoli/tpm/sie
.
c. Run the following command to extract the file:
tar -xvf /opt/IBM/tivoli/tpm/sie/bundles/solaris2.tar
Alternatively, you can perform the following steps:
1. Connect to http://www.sunfreeware.com.
Note: This website might change over time. For up-to-date information, check with your Solaris
representative.
2. Install the following package coreutils-6.4-sol10-sparc-local.gz:
3. Browse to Provisioning Workflows.
4. Run the UnzipSWDCLI provisioning workflow again.
stty is now available in the /usr/local/bin directory.
Viewing workflow execution status from the web interface
You can display workflow execution status to check the status of a provisioning workflow that is
running, or view the history of provisioning workflows that have already run.
To display the run history (or execution log) for an individual provisioning workflow:
Procedure
1. Click Go To > Task Management > Provisioning Tasks > Provisioning Workflow Status.
2. Search for the workflow executions that you are interested in:
v To search for workflow execution for a particular provisioning workflow, click the arrow icon next
to the workflow name.
v To search for workflow executions for a specific day, type the date in the Start Date field.
Chapter 13. Provisioning workflow problems
187
v To view a particular workflow execution, click its Deployment Request ID.
The search results display workflow executions that match your criteria. If you did not search for a
specific workflow execution ID, all workflow executions that match the specified name, status, and
date criteria is displayed.
3. To view the details of a workflow execution, click the workflow execution ID. The log for the
workflow execution are displayed:
v The Parameters list displays all the input and output parameters specified for the selected
workflow execution. Click the plus button to expand the parameter list. Click the minus button to
collapse the parameter list. Where applicable, the encrypted value for the listed parameters is also
displayed.
v The execution log table lists each step in the provisioning workflow and the time that the command
ran. You can filter the type of messages displayed in the log by selecting or clearing the checkboxes
for each message type (Error, Warning, Information, Debug). The displayed messages are
color-coded.
v For a large number of log entries, click the plus button located at the top right corner of the log, to
expand the log entry list. The log file is divided into sets of 200 log entries. The number of log
entries that are loaded by the page is defined by the db-truncation-execution global variable. The
default number of entries is 1000.
You can also select the displaying order for the log entries:
Chronological Order
Displays the least recent entries first.
Reverse Chronological Order
Displays the most recent entries first.
For a large number of log entries, you can click Previous or Next to navigate using the log pages.
v Where available, you can click the icon in the rightmost column of a log entry for additional details
(associated parameters, values).
Provisioning workflow cannot be exported
If a provisioning workflow cannot be exported using Internet Explorer 6, try turning off the software that
blocks pop-up windows.
Symptoms
When using an application server URL with Internet Explorer 6, provisioning workflows cannot be
exported in the Export Workflow pull-down menu in the Provisioning Workflows window. This problem
does not occur with web server URLs or with Internet Explorer 7.
Causes
The software to block pop-up windows on Internet Explorer is conflicting with the menu.
Resolving the problem
Turn off the software that blocks pop-up windows on Internet Explorer and hold the Control key while
exporting the workflow.
Cannot run provisioning workflows in Tivoli Provisioning Manager
When running scriptlets in Tivoli Provisioning Manager, the system expects that the command prompt
ends in the $, #, or > symbols. The PS1 environment variable governs this.
Causes
188
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
When running scriptlets in Tivoli Provisioning Manager, the system will expect that the command
prompt ends in the $, # or > symbols. The PS1 environment variable governs what your prompt looks
like. If you change this variable on your target computer or on the provisioning server, you might have
problems when running provisioning workflows.
For example, on most UNIX systems, when you are logged in as tioadmin, by default, you see the
following command prompt:
$
If you change the PS1 variable for tioadmin to be tioadmin, you will see the following as the command
prompt:
tioadmin>
Resolving the problem
To run scriptlets in Tivoli Provisioning Manager, ensure that the command prompt ends in $, # or >.
Here are examples of acceptable command prompts:
command$
$
command#
#
command>
>
For more information about troubleshooting provisioning workflows, see the Developing automation
packages section in the information center.
Shell command error: Resource temporarily unavailable
This error is caused when you exceed the number of processes allowed by your operating system.
Symptoms
If you get this error: bash: fork: Resource temporarily unavailable, it might be accompanied by this
message:
COPCOM123E A shell command error occurred:VALUE_0 Exit code=VALUE_1,
Error stream=VALUE_2, Output stream=VALUE_3.
Causes
You have exceeded the number of processes allowed by your operating system.
Resolving the problem
Increase the maximum number of processes allowed for each user on your operating system. For
instructions on how to do this, see the documentation for your operating system.
Chapter 13. Provisioning workflow problems
189
Shell command error: Exit value=1, Error stream="", Result
stream="no bash in ..."
This error might mean that the automation package that you are running requires bash on the target
computer.
Symptoms
When you are running a provisioning workflow, you might see the following error:
COPCOM123E This shell command error occurred: Exit value=1, Error stream="",
Result stream="no bash in /bin/usr/bin /usr/sbin /usr/local/bin . /usr/bin /
etc /usr/sbin /usr/ucb /usr/bin//usr/java131/jre/bin /usr/java131/bin / nmlprod
/common/scripts /nmlprod/common/bin /opt/seos/bin".
Resolving the problem
The automation package that you are running requires bash on the target computer.
COPCOM123E A shell command error occurred: Exit code=1, Error
stream="Command: `su - tioadmin` failed. ", Output stream=" su:
incorrect password"
A shell command error can occur if the tioadmin user is not a member of the wheel group.
Symptoms
When you are running a provisioning workflow, you might see the following error:
COPCOM123E A shell command error occurred: Exit code=1,
Error stream="Command: `su - tioadmin` failed. ", Output stream=" su:
incorrect password "
Resolving the problem
Within a command prompt, enter the following command:
> usermod -aG wheel tioadmin
This adds the user tioadmin to the wheel group. This allows provisioning workflows to run without
error.
File name limitation when using the Device.CopyFile provisioning
workflow
Ensure that the file name does not include double-byte characters when using this provisioning
workflow.
Symptoms
Copying a file from the provisioning server to a managed computer using the Device.CopyFile
provisioning workflow fails if the file name includes double-byte characters (DBCS).
Causes
190
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Depending on the placement of double-byte characters in the file name, the file will be copied with a
corrupted file name, and might also be copied to an unexpected file path. This issue also applies when
copying files from a managed computer to the provisioning server.
Resolving the problem
Ensure that the file name does not include double-byte characters when using the provisioning workflow.
Updating an automation package fails
Use the fid command to force install the automation package, and add the -skimport option.
Symptoms
An automation package that was installed in a previous version of Tivoli Provisioning Manager can be
updated to a newer release. The updating process might fail with an error message stating that the data
model object for the automation package to be updated already exists.
For example, updating the VMware_Virtual_Infrastructure automation package to a newer release of
Tivoli Provisioning Manager might fail with the following error message:
ERROR COPCOM557E The system cannot create a discovery object
VMware VI3 - HostPlatform Resource and Virtual Machine Discovery,
because it already exists.
Resolving the problem
Use the fid command to force install the automation package, and add the -skimport option to avoid
importing the XML file that defines the object that already exists in the data model.
For example, you can run the following command to update the VMware_Virtual_Infrastructure
automation package without errors:
$TIO_HOME/tools/tc-driver-manager.sh fid VMware_Virtual_Infrastructure<br/>
-skipimport
A workflow hangs while calling the Lock_DCM_Object object
The required object might not have been released correctly by the last workflow that used it.
Symptoms
A workflow hangs when it tries to call the Lock_DCM_Object object. Several workflows (such as
Sun_UCE_Assemble_Client) call this object.
Causes
The required object (Lock_DCM_Object) was not released correctly by the last workflow that used it. This
can occur because of system failure or because the deployment engine was reset during a task execution.
Resolving the problem
To resolve this problem, you can run the clean-up-deployment-requests command, then rerun your task
or workflow.
Chapter 13. Provisioning workflow problems
191
SDI_Agent_setHostconfig workflow not running on dynamic group
The SDI_Agent_setHostconfig provisioning workflow accepts as parameter only the device ID of a
computer.
Symptoms
The workflow fails with an error stating that the ID you specified is not a system ID. For example:
COPDEX123E An IllegalArgumentException exception occurred:
The exception was caused by the following problem:
No system defined with ID <system_ID>.
Causes
The SDI_Agent_setHostconfig provisioning workflow accepts as parameter only the device ID of a
computer. The workflow checks that the ID provided corresponds to an existing computer in the
environment.
Resolving the problem
Specify the device ID of a computer. To run the workflow on a group of computers, add the workflow as
a provisioning task definition. For more information about creating provisioning task definitions, see
Creating provisioning task definitions.
Cannot allocate memory error running a scriptlet
An error occurs when you run a provisioning workflow that contains a scriptlet.
Symptoms
The following error message occurs:
COPCOM123E A shell command error occurred:java.io.IOException:
Cannot allocate memory Exit code=0, Error stream="", Output stream=""
Causes
This error occurs when there is insufficient system memory or the configuration of the connection-pool
setting is incorrect.
Resolving the problem
Complete the following steps to eliminate the error:
1. Increase the physical memory on the provisioning server.
For environments under 5000 endpoints, the recommended values are 4GB times (x) the number of
CPU cores, for example, 4 cores = 16 GB memory.
2. Enable the connection-pool settings.
a. Stop the provisioning server.
b. Open the $TIO_HOME/config/dcm.xml file, and verify that the following information exists:
<connection-pool size = "200" idle="20" max-wait = "20000"/>
</database>
</config>
If the information does not exist, add it to the dcm.xml file.
Start with these values in the dcm.xml file and monitor and adjust the idle value in increments of
10 (up to a maximum of 50) to improve performance. This needs to be monitored.
192
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
c. Restart the provisioning server.
The connection-pool size value should be close to the maximum number of concurrent provisioning
workflow executions. The idle value should be close to the maximum number of provisioning workflows
that are started at the same time. The max-wait value should remain as the default value unless you want
the application to wait longer or shorter before throwing exceptions indicating that no more database
connection is available.
For more details and best practices about the procedures to optimize Tivoli Provisioning Manager, see the
publication called White Paper: Tivoli Provisioning Manager 7.1: Capacity Planning Cookbook. The document
can be downloaded at the following link: http://www-01.ibm.com/software/brandcatalog/portal/opal/
details?catalog.label=1TW10107O
Chapter 13. Provisioning workflow problems
193
194
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 14. Reporting problems
This section describes how to recover from reporting problems.
Corrupted text when importing non-English CSV reports to Excel
CSV files are written in UTF-8 format, which is not currently supported in CSV format in Excel.
Symptoms
Reports that are exported to Comma Separated Values (CSV) file format can then be imported to
spreadsheet applications, such as Microsoft Excel. When trying to import non-English CSV reports into
Excel , the text becomes garbled.
Causes
CSV files are written in UTF-8 format (abbreviation for Universal Transformation Format). UTF-8 converts
16-bit unicode characters into 8-bit ASCII characters. Microsoft Excel does not currently support UTF-8 in
CSV format.
Resolving the problem
CSV files are written in UTF-8 format to support multiple language scripts in a single report. CSV files
can be imported into spreadsheet applications, but can also be imported into the database using custom
applications. The following procedures are solutions that have been tested for various languages. In
addition to these solutions, there are operating system and Excel requirements that must be met in order
for the characters to be displayed properly.
User response: Solution 1:
1. Open the <Report_name>.csv file in Notepad, and then save it as Unicode. Rename the file to
<Report_name>_unicode.csv.
2. Open the <Report_name>_unicode.csv file in Excel. The Text Import Wizard is displayed:
a. In the first step, select Delimited and ensure that all other options are clear.
b. In the second step, clear Tab and select Comma.
c. Click Finish before going to step 3.
After performing the steps described previously, the CSV report can be opened in Excel with all
characters displayed properly.
Solution 2:
1. Open the <Report_name>.csv file in Notepad, and then save it as ANSI, renaming it to
<Report_name>_ansi.csv.
2. Open the<Report_name>_ansi.csv file in Excel. The characters are properly displayed.
Solution 3:You can convert the CSV file from UTF-8 to native encoding using a code conversion tool. You
can use the native2ascii command line utility that is provided with the Java JDK toolkit. The tool can be
found in the %WAS_HOME%/AppServer/java/bin directory.
1. Open a command prompt window, and change directories until you reach the location of the
native2ascii tool. Alternatively, you can set the value of Path, the system variable for the operating
system, to include the location of the Java JDK toolkit.
2. Enter the following command:
© Copyright IBM Corp. 2003, 2011
195
native2ascii -encoding UTF-8 <Report_name>.csv | native2ascii -reverse -encoding
<Language_code> > <Report_name>_output.csv
where<Language_code> is the locale code for the language that you are interested in. For example,
GB2312 is the code for simplified Chinese.
3. Open the <Report_name>_output.csv file in Excel.
All characters are properly displayed.
Instead of running the previous command more than once for converting more CSV files, you might
want to create a script file that uses the command in step 2 and specifies the names of all the CSV files
that require conversion. You can run the script to convert all the required files at once.
In addition to the solutions described previously, the following operating system and Excel requirements
must be met before the characters are displayed properly:
Operating system requirements
Try matching the language of the imported CSV report with the operating system language. For
example, for Japanese, try importing the file on a computer that is running a Japanese operating
system. If you cannot meet this requirement, set the user locale of your system to the language of
your choice, so that you can use the standard settings for that language. To do this, perform the
following steps:
1. Click Start > Settings > Control Panel, and then open Regional Options.
2. On the General tab, change the user locale to the language you are interested in.
3. Click OK.
Excel requirements
You can set the Microsoft Office language settings to the language of your choice by performing
the following steps:
1. Click Start > Programs > Microsoft Office Tools > Microsoft Office XP Language Settings
2. On the Enabled Languages tab, set the Default version of Microsoft Office to the language
of your choice.
3. Ensure that the language that interests you is on the Enabled languages list:
a. In the Available languages list, click the language that interests you.
b. Click Add to add the selected language to the Enabled languages list.
c. Click OK.
Garbled text displayed when exporting reports into CSV
The CSV report files use the UTF-8 encoding. When opening those reports with some commonly used
applications, such as Microsoft Excel, non-readable characters appear.
Symptoms
Unknown characters appear when generating a report that contains double-byte characters (for example,
Cyrillic, Chinese, or Japanese characters) after exporting the report as CSV file.
Causes
Some applications do not support UTF-8 encoding or open CSV files (that use UTF-8) using ASCII
encoding, which results in garbled text being displayed.
Resolving the problem
196
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Use an application that supports UTF-8 encoding, such as Notepad. Alternatively, open the CSV report
using Microsoft Excel 2003. To open the report result file:
1. After the download is completed, change the file extension to .txt. Ignore the prompted warning.
2. Open the text file in Microsoft Excel 2003.
3. In the Text Import Wizard select Delimited in Original Data type, then select Unicode UTF-8 in File
origin.
4. Click Next.
5. Specify the comma character as the file delimiter.
6. Click Finish.
You can also change your Web browser language preferences to see the language display correctly.
1. In Internet Explorer, click Tools > Internet Options.
2. Click Languages > Add.
3. In the list, select the language that you want to add and click OK.
4. In the Language field, select the new language and click Move Up. Click OK and then close the Web
browser.
5. Open the Web browser and log on to Tivoli Provisioning Manager.
The new language will now be displayed in your Web browser.
Missing information when reports are saved in CSV format
Other result fields for a report are created in sub-reports under the top-level report. To see the report
information in more detail, these sub-reports must also be saved in CSV format.
Symptoms
When you run a report that provides detailed information, only some of the results are printed in the
exported report in Common Separated Value (CSV) format.
For example, if you run the report called tp_serverDetails.rptdesign to see server details (including
networking and other resource details) the exported CSV formatted report results only provide the server
name and server ID details.
Causes
The other result fields for a report are created in sub-reports under the top-level report. In this example,
the hardware resource and networking details are provided in the sub-reports.
Error when importing reports
This error message is incorrect and can be disregarded.
Symptoms
Running the importreports.cmd command to import a report results in the error Unable to locate
tools.jar.
Causes
An extra library is referenced in the environment script.
Resolving the problem
Chapter 14. Reporting problems
197
Disregard this error message. The importing of the report completes successfully even though you receive
this error.
Microsoft Internet Explorer 7 hangs when viewing multiple report
results
There is a memory leak in Microsoft Internet Explorer version 7 that will eventually cause it to hang if
viewing many report results. Close and reopen the browser occasionally to avoid this.
Symptoms
Microsoft Internet Explorer version 7 hangs if you are using the Web browser to view multiple report
results.
Causes
There is a memory leak in Microsoft Internet Explorer version 7. The memory usage of the iexplore.exe
file grows even after you have closed the report results.
Resolving the problem
Close Microsoft Internet Explorer Internet Explorer version 7 occasionally if you are viewing many report
results (to free up the leaked memory), or use Microsoft Internet Explorer version 6.
Cannot open report after generating request pages
The request pages did not generate properly if you cannot open the report. Check the log files and
resolve any problems before generating the request pages again.
Symptoms
When you click Generate Request Pages, the action seems to perform correctly but you cannot open the
report.
Causes
The request pages did not generate properly.
Resolving the problem
Check the SystemOut.log and SystemErr.log files on the MXServer. Resolve any database connection or
other problems for the reports and then generate the request pages again.
The logs are located in the following locations:
SystemOut.log
Windows
2000
UNIX
:%WAS_HOME%\profiles\ctgAppSrv01\logs\MXServer
2000
Linux
: $WAS_HOME/profiles/ctgAppSrv01/logs/MXServer
SystemErr.log
Windows
2000
UNIX
198
:%WAS_HOME%\logs\server1
2000
Linux
: $WAS_HOME/logs/server1
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 15. Web Replay problems
This section describes how to recover from Web Replay problems.
Common problems with Web Replay
Web Replay problems regarding saved changes, the Rewind icon, and importing scenarios.
Symptoms
v If two persons logged on with the same user ID are modifying the same scenario, the most recent
changes are saved in the scenario.
v Clicking the Rewind icon goes back only a number of steps in a scenario.
v Importing an existing scenario creates a duplicate scenario on the interface.
Pop-up window in Web Replay scenarios is not visible
If the pop-up window is not visible in Web Replay, try to make more space for the web interface by
enlarging the browser window.
Symptoms
The pop-up window that is used to provide instructions to users is not visible because Web Replay is not
running in a full-screen browser window.
Causes
The browser window is too small, which makes the pop-up window appear off-screen.
Resolving the problem
Try the following solutions:
v Enlarge or maximize the browser window to work with the scenario in full-screen mode.
v Hide the scroll bars on your browser window to provide more space for the web interface.
v Use the scroll bar to make the pop-up window visible.
v Re-create the scenario. When in edit mode, move the pop-up window so that it is visible on smaller
browser windows.
Web Replay scenarios do not work with different browsers
Web Replay scenarios that are created in one Web browser might not work properly if you run them in
another Web browser.
Symptoms
Web Replay scenarios do not work with certain Web browsers.
Causes
Web Replay scenarios that are created in one Web browser might not work properly if you run them in
another Web browser. For example, Web Replay scenarios that are created in Internet Explorer might not
work properly in Firefox, and vice versa.
© Copyright IBM Corp. 2003, 2011
199
Resolving the problem
It is recommended that you run your scenario in the same browser that the scenario was created with.
If you need to run scenarios that were created in another browser:
1. In the new browser, right-click on the scenario and select Edit.
2. In the sequence of steps, highlight the step that is causing the problem, right-click and select Add
variation. This option is only available if you are not recording.
3. On the interface, click the new item to update it in the scenario.
4. After you have made all the changes, click Save. You are now ready to run the scenario with the new
browser.
Microsoft Internet Explorer errors in Web Replay
If you get a stack overflow error in Internet Explorer, delete the browser cache. This problem does not
apply to Firefox.
Symptoms
When creating or running a scenario, Microsoft Internet Explorer ends the session with one of the
following errors:
Microsoft Internet
Explorer stack overflow
or
Internet
Explorer Cannot Open the Internet Site - Operation Aborted
You do not have this problem if you are using Firefox.
Causes
The Web browser is running out of memory.
Resolving the problem
In Microsoft Internet Explorer, delete the browser cache. Alternatively, use Firefox.
Highlight disappears when creating a scenario
This problem is caused by the browser cache. Refresh the browser cache.
Symptoms
When creating a Web Replay scenario, the highlight appears and disappears too fast, which might result
in recording the wrong element on the web interface.
Causes
The browser cache contains data which causes this behavior.
Resolving the problem
Refresh the browser cache.
200
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Errors when typing data in scenarios
If you do not type data when required to, the Web Replay scenario advances to the next step after
displaying an error. Enter your data and then click Rewind.
Symptoms
When running a scenario, if you do not type data when required to, an error message is generated on the
web interface, but the Web Replay scenario advances to the next step.
Resolving the problem
Type your data and click the Rewind icon.
Performance problems with Web Replay
Computer performance might be slow if there are a large number of scenarios available, or if an interface
page has a large number of items.
Symptoms
v When running scenarios, interface pages with a large number of items might take a long time to
display.
v If there are a large number of scenarios available, it might take a long time for Web Replay to respond
to user commands.
Web Replay has slow response time
Internet Explorer might run out of memory when creating scenarios with many steps. If this happens,
save the scenario and then close and reopen Internet Explorer to continue editing.
Symptoms
When creating a scenario with many steps in Microsoft Internet Explorer, Web Replay takes a long time
to respond.
Causes
An issue with how Microsoft Internet Explorer handles memory with javascript might cause the browser
to run out of memory.
Resolving the problem
1. Click Save to save the current scenario.
2. Right-click on the scenario and select Edit to continue adding steps to the scenario.
Highlight box is not placed properly for menus
If you want to record menus and menu items in your scenario, you must record the navigation steps as
all manual steps or all automatic steps.
Symptoms
When running a Web Replay scenario, the highlight box is not placed properly for menus if the previous
step is an automatic step.
Causes
Chapter 15. Web Replay problems
201
This behavior is expected because all menu items, such the Go To menu items, need be recorded either as
all manual steps or as all automatic steps.
Resolving the problem
If you want to record menus and menu items in your scenario, you must record the navigation steps as
all manual steps or all automatic steps. If you mix manual and automatic steps when recording menu
items, the resulting scenario might not highlight the elements properly. To make your scenario as
automated as possible, record all actions for menu items as automatic steps.
Category does not exist in Web Replay
A new category needs to be assigned to a specific scenario, or else the category will give the impression
that it exists when it does not exist.
Symptoms
After creating and removing some categories in Web Replay, the removed categories that were not
assigned to a scenario appear to exist, but do not actually exist.
Causes
In Web Replay, a category is created only when a scenario is assigned to it. A new category needs to be
assigned to a specific scenario, or else the category will give the impression that it exists when it does not
exist.
Resolving the problem
Currently, there is no way to edit or delete categories directly. To work around this issue:
1. Remove the category from all scenarios present. This will automatically delete the category.
2. Create a category with your edited or new values and then reassign its scenarios to that category.
User cannot play or edit Web Replay scenarios
The Tivoli Provisioning Manager security groups have access to the Maximo Web Replay applications,
but permission is needed in order to play or edit some scenarios.
Symptoms
A user can log in but cannot access the Web Replay link. If access is granted, permission to play or edit a
particular scenario is denied.
Causes
In order to run or re-create Web Replay scenarios, you must be a member of one of the following security
groups, depending on whether Run , Re-create, or access to all operations permission is needed:
v WR_USER_PERMISSION
v WR_ADMIN_PERNISSION
v WR_SYSADMIN_PERMISSION
These groups are documented in the Web Replay User's Guide. The Tivoli Provisioning Manager security
groups have access to the Maximo Web Replay applications, but permission is needed in order to play or
edit some scenarios.
Resolving the problem
202
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Access to playing provisioning-related scenarios is available for appropriate security groups by default.
Chapter 15. Web Replay problems
203
204
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 16. Software Package Editor troubleshooting
This section will help with troubleshooting Software Package Editor problems.
Problem Determination Tools
A list of logs and resources to help when troubleshooting the Software Package Editor
If you are having problems with the Software Package Editor, the following problem determination tools
are available to help you solve the problem:
v A Software Package Editor trace file named swdisGUI.trcX is located in the Eclipse installation path.
v Software Package Editor servlet logs are located on the Tivoli Provisioning Manager server, in the
%TIO_LOGS%\console.log file (in a WebSphere Application Server environment).
v Workflow status can be viewed in the Tivoli Provisioning Manager web interface by clicking Go To >
Task Management > Provisioning Tasks > Provisioning Workflow Status.
v Workflow execution error details can be found in the deployment engine log file in
%TIO_LOGS%\console.log.
Verifying the Software Package Editor installation
Steps to make sure that the Software Package Editor is installed and running correctly.
These steps verify that the Software Package Editor is up and running correctly.
Procedure
1. Check the installation of the Software Package Editor.
The Software Package Editor launched from the web interface requires that the Java Web Start tool is
installed on the workstation. Java Web Start is contained in the Java Runtime Environment Version
1.4.2 or later releases. The Eclipse-based Software Package Editor is launched from an Eclipse
installation only on supported Windows platforms.
2. Verify that the deployment engine is up and running.
Check the log files for provisioning workflows stored in the path %TIO_LOGS%\console.log.
3. Verify the information located on the preferences panel of the Eclipse interface (Window >
Preferences > Software Package Editor).
v Type the following Web address in a Web browser: https://Web_Server_hostname.port/root_path/
SPEListPackages. For example,
https://Web_Server_hostname:9443/SPE/SPEPackageList
If the information specified on the preferences panel is correct, then an unformatted list of software
packages is displayed similar to the following output. Boldface is used to highlight software
package names and versions:
VivPackage#lab133094-region 1.0
"Java IBM Windows Installable 1.4.2pt’TCA Solaris Installable FOR
TMA 1.3.2.7 TCA Windows
Installable FOR TMA 1.3.2.7 New1Viv#lab133094-region 1.0#
Java IBM Linux390 Installable 1.4.2
v If Use SSL is selected and your provisioning server uses HTTPS over SSL, ensure you have
imported the SSL certificate in the cacerts keystore.
© Copyright IBM Corp. 2003, 2011
205
v Verify that the password specified for the user is correct, and that the user has been created on the
provisioning server. To verify the creation of the user from the Tivoli Provisioning Manager web
interface, select System Management > Manage User.
Note: During installation, a system administrator user (tioadmin) and a web interface administrator
user (admin by default) are created. The web interface administrator has all permissions for all
objects in the data model. The tioadmin user is not assigned to an access collection by default, and
therefore you must manually assign the permissions to the user. To assign all permissions for all
objects in the data model:
a. Log on to the web interface with the user tioadmin.
b. Click System Management > Manage Users.
c. Click the tioadmin user.
d. Select Edit > Assign Access Permissions.
e. Under Available Access Groups, select sample:all-objects.
f. Under Available Permissions, select sample:all-permissions.
g. Click Save.
Problems running eclipseLauncher.bat
Ensure that the latest Microsoft service pack is installed.
Symptoms
An error occurs when you run eclipseLauncher.bat to start the Software Package Editor on a Windows
computer.
Causes
You do not have the latest Microsoft service pack.
Resolving the problem
Ensure that the latest Microsoft service pack is installed.
Performance problems when accessing remote drives
Software Package Editor performance might be degraded if remote drives were mapped to the computer
after Software Package Editor was launched.
Symptoms
The Software Package Editor runs running slowly when accessing remote drives.
Causes
Performance of the Software Package Editor might be degraded if remote drives were mapped to the
computer after Software Package Editor was launched.
Resolving the problem
Restart Software Package Editor after mapping remote drives to the computer.
206
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
OutOfMemoryError error when software package is too large
This error might occur if the software package being processed is too large.
Symptoms
An operation launched from the Software Package Editor returns an OutOfMemoryError error.
Causes
Error might be returned if the software package being processed is too large.
Resolving the problem
To correct the problem, tune the following parameter to improve performance:
v Software Package Editor launched using Java Web Start: Tune the default value mx100m of the
max_heap_size parameter in the spe.jnlp file located in the Web Start cache directory of the Java
Virtual Machine to improve the memory size. Increase the value gradually by small increments until
you find the optimal value for your environment.
The cache directory is located in the %USERPROFILE%\Application Data\Sun\Java\Deployment\javaws\
cache directory. You can verify this location from the Java Web Start Application Manager main
window by clicking File > Preferences. Select the Advanced page from the Java Web Start Preferences notebook. The cache directory location is specified in the Applications Folder field.
v Software Package Editor in an Eclipse environment: In the eclipse.ini file located in the Eclipse
install directory, tune the default value -Xmx256m to increase the heap size. Increase the value gradually
by small increments until you find the optimal value for your environment. For example, replace
-Xmx256m with -Xmx300m and then continue to increase this value until computer performance improves.
Software package block corrupted on Windows
This problem only occurs with SPBs created using Tivoli Provisioning Manager version 5.1, and has been
resolved in later versions.
Symptoms
If you download a software package block (SPB) containing platform-dependent variables (for example,
file paths of source files) on Windows when the SPB was originally created in UNIX or Linux, the SPB
gets corrupted.
Causes
This problem only occurs with SPBs created using Tivoli Provisioning Manager version 5.1, and has been
resolved in later versions.
Resolving the problem
Re-create old SPBs with Tivoli Provisioning Manager or Tivoli Configuration Manager version 5.1.1 or
newer.
Chapter 16. Software Package Editor troubleshooting
207
Cannot save software package block if file name contains DBCS
characters
Cygwin does not support DBCS characters in software package block names. Rename the software
package block.
Symptoms
Uploading and downloadingsoftware package blocks (SPB) to and from the file repository on the Tivoli
Provisioning Manager server fails if the name of the software package block contains double-byte
character set (DBCS) characters.
Causes
Cygwin does not support DBCS characters in software package block names.
Resolving the problem
Rename the software package block so that its name does not contain DBCS characters.
Cannot upload software package block if file path contains DBCS
characters
Cygwin does not support DBCS characters in the file path to the repository. Rename the file path.
Symptoms
Uploading and downloadingsoftware package blocks to and from the file repository on the Tivoli
Provisioning Manager server fails, if the name of the file path to the repository contains double-byte
character set (DBCS) characters.
Causes
Cygwin does not support DBCS characters in the file path to the repository.
Resolving the problem
Rename the name of the file path to the repository so that it does not contain DBCS characters.
Software Package Editor does not start from web interface
The software to block pop-up windows in your Web browser might be preventing the Software Package
Editor from opening, or Java Web Start might not be installed.
Symptoms
The Software Package Editor does not start when performing the following steps on the web interface:
1. Click Go To > IT Infrastructure > Software Catalog > Software Products.
2. Select Start SPE from the Select Action menu.
Causes
The software to block pop-up windows in your Web browser might be preventing the Software Package
Editor from opening.
208
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Alternately, the Java Web Start tool might not be installed on the workstation.
Resolving the problem
If the software to block pop-up windows is turned on in your Web browser, perform the following steps
to deactivate it:
If using Microsoft Internet Explorer:
1. Click Tools > Internet Options.
2. Click the Privacy tab.
3.
4.
5.
6.
Clear the Block pop-ups check box.
Click the Advanced tab.
Clear the Do not save encrypted pages to disk check box.
Click OK.
If using Mozilla Firefox (only supported in Tivoli Provisioning Manager 7.1.1):
1. Click Tools > Options.
2. Click the Content tab.
3. Clear the Block pop-up windows check box.
4. Click OK.
If Java Web Start is not installed on the workstation, then install it.
Note: Java Web Start is included in Java Runtime Environment versions 1.4.2 or newer.
Software Package Editor does not start using JRE 1.5.0_u16
Symptoms
The Software Package Editor does not start when performing the following steps on the web interface:
1. Click Go To > IT Infrastructure > Software Catalog > Software Products.
2. Select Start SPE from the Select Action menu.
The following error message is displayed by the web interface:
An error occurred while launching/running the application
Title: Software Package Editor
Vendor: IBM
Category: Unexpected Error
Unexpected exception: java.lang.NullPointerException
Causes
The Java Web Start 1.5.0_u16 might be installed on the workstation.
Resolving the problem
When installing a different level of JRE 1.5, such as for example JRE 1.5.0_u18, the Software Package
Editor is launched successfully.
Chapter 16. Software Package Editor troubleshooting
209
Error when uploading migrated software packages to file repositories
To resolve this error, change the Source Location of the affected add_directory command before
uploading the package to the file repository.
Symptoms
You will receive an error when you try to upload a migrated software package containing at least one
add_directory command for which the source path contains a variable whose value depends on the
platform where there package was built. For example, a definition of the add_directory command in the
location = $(source.$(os_name)) and the software package block (SPB) contains the default_variable
section:
default_variables
drive = c:
source.Windows_95 = $(drive)$(source_path)
source_path = /demo
source.Windows_NT = $(drive)$(source_path)
source.AIX = $(source_path)
end
Causes
If you build this software package on AIX and it is downloaded and unpacked with the Software
Package Editor on a Windows computer, the variable Windows definition prefix is added to the
source_path of the contained add_directory stanza. In this example, the source_path location attribute
from the built package is resolved as /demo but the Windows definition has added a prefix and stored
the source_path as c:/demo inside the resulting package. When the Software Package Editor attempts to
rebuild the package before uploading it to a file repository, you will receive an error message that the
path is not recognized.
Resolving the problem
To resolve this error, change the Source Location of the affected add_directory command in the Software
Package Editor before uploading the package to the file repository.
Information for troubleshooting software package blocks on Tivoli
Common Agent computers
File paths and log file locations for troubleshooting software package blocks on Tivoli Common Agent
computers.
Default installation directory
v
Windows
2000
v
AIX
v
Solaris
2000
C:\Program Files\tivoli\ep
HPUX
2000
Linux
/usr/tivoli/ep
/opt/tivoli/ep
Log and configuration information
All log files for the common agent can be collected by running the following command:
<install-dir>/runtime/agent/toolkit/bin/service.
This command creates an archive file named CASservice.zip in the install directory. More information on
theCASservice.zip file can be found at the following link: “Collecting common agent diagnostic
information” on page 242
210
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Main log location
All log files for the common agent and a description of each can be found at the following link: “Log files
for the common agent” on page 246
Installation of PackageExample software package block stalls
Run the TCA_PingAgent to make sure there are successful communications.
Symptoms
Installation of the Package Example software package block has the status of Submitted for a long time.
Causes
Resolving the problem
Run the TCA_PingAgent to make sure there are successful communications.
Installing a software package block manually using the Agent SIE
Step-by-step instructions.
The following steps will install a software package block manually using the Agent SIE:
Procedure
1. On the target computer, change directory to/opt/tivoli/ep/runtime/agent and run the following
command:
agentcli spbhandler install -n "Linux TestPackage".1.0 -f -R y
/tmp/Linux_Test.spb
Check what is reported in the error log error-log-#.xml. You can check the agent log files by
following the instructions at the following link: “Information for troubleshooting software package
blocks on Tivoli Common Agent computers” on page 210
2. InstallPackageWithVariables is used to pass the user variables needed by the software package block
(SPB) to be installed properly.
The usage flow is:
v Create a software module containing an SPB installable (from the Tivoli Configuration Manager
migration or from the Software Package Editor).
v Run the SOA task (infrastructure.software.SoftwareTaskManager.java) that starts the
SoftwareModule.Install workflow using java code, which creates the software installations for each
target.
v If the SPB contains the default_variables section, the contained variables and their default values
are stored inside the software module software resource template with the leading % sign to
distinguish them from the operational variables such as FORCE or
REMOVE_SPB_AFTER_PROCESS
v When the software module is required to be installed using SOA, the JES job is created (in
DmsSoftwareService) and the keys-values arrays are filled in with these variables and passed as job
item attributes.
Chapter 16. Software Package Editor troubleshooting
211
Listing the software catalog
The command to list a software catalog.
This procedure lists the software catalog of a computer.
Procedure
On the target computer, go to the /opt/tivoli/ep/runtime/agent directory and then enter the following
command:
agentcli spbhandler state -n *
This should produce the following output::
*** Exit code = 0
*** Extra data = ----*** Standard output:
DISSE0164I Name : PackageExample
DISSE0165I Version : 1
DISSE0166I State : IC--—----------------------------------DISSE0164I Name : TPM End User Interaction Service Installable
DISSE0165I Version : 5.1.1.0
DISSE0166I State : IC--—----------------------------------*** Standard error:
Uninstalling a software package block manually using the agent SIE
The command to uninstall a software package block.
This procedure will manually uninstall a software package block using the agent SIE.
Procedure
On the target computer, go to the /opt/tivoli/ep/runtime/agent directory and run the following
command:
agentcli spbhandler remove -n "TPM End User Interaction Service Installable.5.1.1.0"
Cannot uninstall a software package block manually using the agent
SIE on Windows computers
When an uninstall operation is triggered from the console, the real operation performed at the agent level
is an undo operation (rollback) instead of a physical remove operation.
Symptoms
212
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
When uninstalling a software package block (.SPB file) on Windows target computers, the operation ends
successfully but the software product is not removed from the target computer.
Causes
When an uninstall operation is triggered from the console, the real operation performed at the agent level
is an undo operation (rollback) instead of a physical remove operation.
Resolving the problem
To solve this problem, you can choose one of the following options:
v When installing the software product, perform these steps:
1. Click Advanced.
2. Deselect the Enable rollback check box.
v Before uninstalling an SPB file, modify it by adding the during_undo stanza inside the
execute_user_program and copying the details from the during_remove stanza.
Bypassing the maximum size of software package blocks
A way to work around the default software package block of 4 GB.
A software package block bundles all the resources necessary to run the actions contained in the software
package into a standard zipped format. The maximum size of a software package block is 4 GB. There are
several ways to work around the default software package block size.
Procedure
v You can use multiple software package blocks. Produce a set of correlated .SPB files which contain the
software product split in several packages.
v In case of remote images, you can reference them in the .SPB file using the is_image_remote option. By
enabling this option, you can specify whether image files are obtained from a directory on a remote
server at installation time.
Cannot import a software package block using the wizard
Any software package block you import using the product wizard does not get the right template and the
right definition. Do not use the product wizard to import software package blocks.
Symptoms
When importing a software package block (.SPB file) into Tivoli Provisioning Manager using the Import
Software Product wizard, the definition and the template for the software package are not correctly set.
This information is also not displayed by the Software Package Editor on the repository.
Causes
Any software package block you import using the product wizard does not get the right template and the
right definition.
Resolving the problem
Do not use the product wizard to import software package blocks. The only way to set and display this
information is by importing the .SPB file using the Software Package Editor.
Chapter 16. Software Package Editor troubleshooting
213
Cannot open a software package block from repository
This problem is caused by a permission issue related to the destination path of the file repository.
Symptoms
When opening an already created software package block (.SPB file) from a file repository using Software
Package Editor on AIX platforms, the operation fails and displays the following error:
The file access permissions do not allow the specified action.
Causes
This problem is caused by a permission issue related to the destination path of the file repository.
Resolving the problem
Before trying to open the software package block on AIX computers, first modify the file permissions for
the file repository destination path.
Cannot uninstall a software product
Install the software product using a software package block with Tivoli Common Agent.
Symptoms
You cannot uninstall a software product using Tivoli Provisioning Manager and the following error
message is displayed:
DISSE0026E Software package package_name was not found in the catalog.
DISSE0005E Operation unsuccessful.; return code = 9
Causes
The uninstallation fails if the software product was installed as a software package block (SPB) without
Tivoli Common Agent.
Resolving the problem
Install the software product using a software package block (SPB) with Tivoli Common Agent (TCA).
Software import fails but software product is added to data model
This will happen if you entered an incorrect file name in Software Product Import page.
Symptoms
If attempt a software import but entered an incorrect file name in the Software Product Import page, the
software import fails but a software product is still added to the data model.
Causes
If you entered a file path that specifies where the file is going to be imported, an import task is generated
to copy the file from the root of the file repository to the specified file path. If the file does not exist in
the root of the file repository, this task will fail, and generate an error message similar to the following:
214
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPDEX123E A ExecuteCommand exception occurred.
The exception was caused by the following problem:
/bin/cp: cannot stat `/cygdrive/C/Program Files/IBM/tivoli/
tpm/repository/wrong_file_name’:
No such file or directory.
Despite this error message, a software product was still created in the data model, but will contain an
installable that is not working because the import task failed.
Note: If the package path in the Software Product Import page was a / symbol, which specifies the root
of the file repository, then no import task is generated.
Resolving the problem
Choose one of the following options:
v Select the new software product, select the installable, and then correct the installable name and file
path values.
v Delete the new software product, place the file in the root of the selected file repository, and then try
the import again.
Note: If you do not have access to the file repository, then use the Upload button from the Import
Software Product panel to upload the file from the local computer instead.
Chapter 16. Software Package Editor troubleshooting
215
216
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 17. Activity Plan Editor troubleshooting
This section will help with troubleshooting Activity Plan Editor problems.
Activity Plan does not start
A limitation with Eclipse prevents the activity plan from starting.
Symptoms
After you submit a request to start an activity plan, the activity plan does not start. The following
information can be found in the log located in the activity plan engine OSGi configuration folder
TIO_HOME/eclipse/tpmconfig/activityplan:
!ENTRY org.eclipse.update.configurator 2006-09-22 09:47:22.422
!MESSAGE Could not load from shared install
!STACK 0
java.lang.Exception
at org.eclipse.update.internal.configurator.ConfigurationParser.processConfig
(ConfigurationParser.java:304)
at org.eclipse.update.internal.configurator.ConfigurationParser.startElement
(ConfigurationParser.java:106)
at org.apache.xerces.parsers.AbstractSAXParser.startElement
(Unknown Source)
at org.apache.xerces.impl.XMLNSDocumentScannerImpl.scanStartElement(Unknown Source)
...
Causes
This issue is caused by a limitation of Eclipse 3.1.2 that prevents it from starting multiple applications.
Resolving the problem
To work around this problem, remove the TIO_HOME/eclipse/tpmconfig folder. This folder is used by
Tivoli Provisioning Manager Eclipse applications to store the specific OSGi configuration files. You will
not lose any required information if you remove this folder.
Activity Plan editor displays bad magic number error message
The Activity Plan Editor only supports Sun JRE versions 1.5.0 or newer.
Symptoms
When saving or exporting an activity plan using the Activity Plan Editor, the following error message is
displayed:
bad magic number at offset=0
Causes
The Web browser is using a Java Runtime Environment (JRE) version that is incompatible with the
Activity Plan Editor. The Activity Plan Editor only supports Sun JRE versions 1.5.0 or newer.
Resolving the problem
To work around this problem, perform one of these actions:
© Copyright IBM Corp. 2003, 2011
217
v Uninstall JRE. The Activity Plan Editor will automatically download the appropriate JRE version the
next time the tool is used.
v Uninstall JRE and then manually install Sun JRE version 1.5.0 or higher.
Activity plans are displayed only in English
The display language of the Activity Plan Editor is based on the browser locale setting. Change the locale
setting defined in your browser.
Symptoms
Activity plans created using the Activity Plan Editor are displayed only in English.
Causes
The display language of the Activity Plan Editor is based on the browser locale setting and not on the
locale setting of Tivoli Provisioning Manager.
Resolving the problem
Change the locale setting defined in your browser.
Activity Plan Editor logs and traces
You can use the logs and traces to define and troubleshoot problems with Activity Plan Editor.
Use the Settings > Trace Level menu in the Activity Plan Editor web interface to change the trace level.
The change is applied at runtime, so no restart of the Activity Plan Editor is necessary.
The Activity Plan Editor can write information to a variety of log and trace files. In most cases, you can
control whether the information is written, and where it is stored.
Note: If you do not have write access to the folder where the web interface traces are written, the trace
information is written to the home directory of the user.
Most of the files are controlled using keys in the apm.ini file.
You can also specify the maximum number of trace files to be created by adding the trace_files_num=3
parameter to the apm.ini file. You can set this parameter to any positive integer. If this parameter is not
specified, the default maximum number of trace files is 3.
Note: The tracing function is intended for debugging purposes. If enabled for extended periods of time,
tracing can decrease performance and slow the processing of the product considerably.
Activity Plan Editor startup trace file
The Activity Plan Editor startup trace file is called apmed.log.
The Activity Plan Editor startup trace file is called apmed.log. This file can be found in the following
locations:
v
Windows
2000
v
UNIX
218
%SystemDrive%
/tmp
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 18. Agent Manager troubleshooting
This section will help you resolve problems with the agent manager.
Cannot access registry
The registry needs to be correctly configured and available.
Symptoms
You get errors when you try to access the registry.
Causes
The registry might not be available, or might not be correctly configured.
Resolving the problem
Verify that the registry is correctly configured and available.
1. Open the WebSphere Administrative Console.
Note: If you use the embedded version of IBM WebSphere Application Server, you must install the
administrative console first.
2. In the WebSphere Administrative Console, expand Resources and then click JDBC Providers.
3. In the Server field on the JDBC Providers panel, type the name of the application server where the
agent manager is installed or click Browse to select it from a list. The default name is Agent Manager.
4. Click Apply to list the JDBC providers for the agent manager application server.
5. In the list of providers, click AgentJDBCProvider.
6. In the Additional Properties area at the bottom of the Configuration page of the JDBC provider, click
Data Sources.
7. On the Data Sources page, check the box next to AgentRegistry and then click Test Connection.
8. Review the status message at the top of the Data Sources panel. A message similar to the following
indicates that the JDBC connection is correctly configured:
Test connection for datasource AgentRegistry on server server1 at node
WAS_host_name was successful.
The message contains server1 as the application server name even if the agent manager is installed in
a different application server.
Security certificate error when logging on from Firefox
A certificate security error will occur if you try to log on to another instance of Tivoli Provisioning
Manager with another instance of the agent manager.
Symptoms
The following security error is generated by the Firefox Web browser when a user tries to log on to Tivoli
Provisioning Manager:
Your certificate contains the same serial number as another certificate issued
by the certificate authority.
Please get a new certificate containing a unique serial number.
© Copyright IBM Corp. 2003, 2011
219
Causes
The certificate generated by an agent manager instance has been trusted before and the certificate is
stored locally on the customer side. When the user tries to log on to another instance of Tivoli
Provisioning Manager with another instance of the agent manager, the agent manager will generate
another certificate, but with the same serial number.
Resolving the problem
Remove the certificates. In the Firefox Web browser, navigate to Tools > Options > Advanced > Security
> View Certificates and click on Web Sites. Delete the certificates that appear in that section.
Cannot connect to agent manager
Multiple issues might prevent communication with the agent manager, even if the passwords are correct.
Symptoms
The common agent or resource manager cannot register or communicate with the agent manager despite
having the correct passwords.
Causes
This can be caused by any of the following problems:
v Agent Manager configuration files, such as AgentManager.properties or Authorization.xml, are
missing or have been altered.
v Security credentials are not valid, have expired, or have been revoked.
v A common agent is being installed on a computer that already has a common agent installed on it, and
the agent manager is configured to prevent duplicate registration.
v A common agent is attempting to reregister, but that feature is not available.
This problem can be caused when trying to reinstall a common agent after uninstalling a release before
version 1.3. In earlier releases, uninstalling the common agent did not change its registry entry, and as
a result the common agent appears to be reregistering when it is reinstalled.
The same problem can occur if the common agent cannot contact the agent manager when it is
uninstalled. This might happen if the common agent is uninstalled while it is not connected to a
network.
v The clocks on the common agent or resource manager and the agent manager are not synchronized.
v The common agent cannot connect to the agent manager during the agent installation.
Resolving the problem
A variety of connectivity and registration problems can sometimes be resolved by forcing the common
agent to register with the agent manager again. Before you begin, make sure that you know the current
agent registration password.
To
1.
2.
3.
4.
force the common agent to reregister:
Make sure that the agent manager is configured so that you can reregister.
Stop the common agent.
Delete the contents of the CA_HOME/cert directory on the common agent.
Copy the agentTrust.jks file from the AM_HOME/certs directory on the agent manager server to the
CA_HOME/cert directory on the common agent.
5. Change the agent registration password, which is saved in an encrypted format, in the
endpoint.properties file on the common agent.
220
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
6. Restart the common agent.
If the common agent cannot connect to the agent manager, perform the following checks:
v Ensure that all common agents can resolve the IP address of the agent manager.
v Connect to http://TPM server name :9513/AgentMgr/Info. This page displays information about the
agent manager version and configuration.
Agent Manager connection problems on UNIX
Operating system limitations might cause problems when connecting to the local DB2 database on UNIX
platforms.
Symptoms
Operating system limitations might cause problems when connecting to the local DB2 database on UNIX
platforms.
Environment
The agent manager installer creates a local DB2 database named IBMCDB by default. In the local DB2
client, the entry exists under the same alias as the database name (that is, IBMCDB), which can be
displayed as follows:
db2 => list db directory
System Database Directory
Number of entries in the directory = 1
Database 1 entry:
Database alias = IBMCDB
Database name = IBMCDB
Database drive = /home/db2inst1
Database release level = a.00
Comment =
Directory entry type = Indirect
Catalog database partition number = 0
Alternate server hostname =
Alternate server port number =
Resolving the problem
Resolve these problems by making the DB2 client connect to the database using a local TCP/IP loopback
and by creating an alias on the DB2 client.
An alias to the local DB2 server is created by the installer. The alias name is LHOSTX, where X is a number
starting from 0, until a unique name is found. The local default DB2 database manager is aliased under
the name LHOST0 as shown in the following information:
namdb2 => list node directory
Node Directory
Number of entries in the directory = 1
Node 1 entry: Node name = LHOST0
Comment
Directory entry type = LOCAL
Protocol = TCPIP
Hostname = localhost
Service name = 50000
The created database is then aliased under a new name in the same way, a number is appended to its
name until an unique name is found. By default, the local database is created under IBMCDB0, and the
original database name is used to alias this database, but on a virtual node (because it is local) listed
previously. This results in the following output:
Chapter 18. Agent Manager troubleshooting
221
db2 => list of db directory
System Database Directory
Number of entries in the directory = 2
Database 1 entry:
Database alias = IBMCDB
Database name = IBMCDB0
Node name = LHOST0
Database release level = a.00
Comment =
Directory entry type = Remote
Catalog database partition number = -1
Alternate server hostname =
Alternate server port number =
Database 2 entry:
Database alias = IBMCDB0
Database name = IBMCDB
Database drive = /home/db2inst1
Database release level = a.00
Comment =
Directory entry type = Indirect
Catalog database partition number = 0
Alternate server hostname =
Alternate server port number =
The agent manager application is still accessing the IBMCDB database, but the connection uses a local
TCP/IP loopback. Typically when connecting to the local database, no credentials are needed because the
authorization is verified on the basis of the user system account. In this case, when aliases are created,
the user will always be asked for credentials of the authorized database user. The problem might also
arise when someone wants to drop the agent manager database. The agent manager uninstaller does not
remove the database, and therefore the aliases remain unchanged. However, to properly remove the
database manually the following commands need to be run:
db2 => uncatalog db IBMCDB DB20000I The UNCATALOG DATABASE command
completed successfully.
DB21056W Directory changes may not be effective until the directory cache
is refreshed.
db2 => catalog db IBMCDB as IBMCDB DB20000I The CATALOG DATABASE command
completed successfully.
DB21056W Directory changes may not be effective until the directory cache
is refreshed.
db2 => uncatalog db IBMCDB0 DB20000I The UNCATALOG DATABASE command
completed successfully.
DB21056W Directory changes may not be effective until the directory cache
is refreshed.
db2 => uncatalog node LHOST0 DB20000I The UNCATALOG NODE command
completed successfully.
DB21056W Directory changes may not be effective until the directory cache
is refreshed.
After issuing these commands, the database can be freely dropped using the drop db IBMCDB command.
Changing ports for the agent recovery service
If you have another application that uses port 21080 on the same computer as the agent manager, or if
you want to run the agent manager on WebSphere Application Server as a non-root user on UNIX and
Linux systems, you can configure the agent recovery service so that it does not use port 21080.
These steps will configure the agent recovery service so that it does not use port 21080.
222
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Procedure
1. Open WebSphere Administrative Console.
Note: If you use the embedded version of IBM WebSphere Application Server, you need to install the
administrative console first.
2. Expand Environments.
3. Select Virtual Hosts.
4.
5.
6.
7.
Click Agent Manager Hosts.
In the Additional Properties area, click Host Aliases.
Select the check box in the table row for port 21080 and click Delete.
In the Messages field, click Save to save the configuration change, and then click Save again to
confirm the change.
Results
The agent recovery service is now configured not to listen on port 21080 for recovery requests.
Enabling or disabling agent manager tracing
These instructions show you how to enable or disable agent manager tracing.
Tracing is turned off by default. You can adjust whether trace information is captured, and the amount of
detail that is traced.
Procedure
1. Start the administrative console.
Note: If you use the embedded version of IBM WebSphere Application Server, you need to install the
administrative console first.
2. Click Servers > Application Servers > <app_server_name> > Logging and Tracing > Diagnostic
Trace.
where <app_server_name> is the name of the application server where the agent manager applications
are installed (for example, AgentManager).
3. In the General Properties area of the Configuration page, make sure that Enable Trace is checked.
4. In the Trace Specification field on the Runtime page, type one of the values specified in the
following table:
Task
Value in Trace Specification text box
Turn on all tracing
mgr.*=all=enabled
Turn on the entry and exit tracing
mgr.*=entryexit=enabled
Turn on the highest level of tracing
mgr*=debug=enabled
Turn on tracing for warnings
mgr,*=event=enabled
The Trace Output area shows the name and path of the file that contains the trace information. A
typical location is ${SERVER_LOG_ROOT}/trace.log, where the WebSphere environment variable
${SERVER_LOG_ROOT} represents the runtime log directory, such as app_server_root/logs/
app_server_name.
5. Click OK.
6. In the Taskbar, click Save to save the change to the master configuration.
7. In the Save to Master Configuration area, click Save again to confirm the change.
Chapter 18. Agent Manager troubleshooting
223
Cannot start certificate authority
Replace your certificates if cannot start the certificate authority.
Symptoms
Logs indicate a problem starting the certificate authority.
Causes
A common cause is a problem with the certificates.
Resolving the problem
Replace your certificates.
Cannot start the agent manager
There are multiple causes of this problem that range from conflicting port usage to incorrect permissions.
Symptoms
You cannot start the agent manager application server.
Causes
There are multiple possible causes of this problem:
v Ensure that you are not running an application besides the agent manager server that also uses port
21080, such as a Web server application like Microsoft Internet Information Server (IIS). Such
applications cause the following error when starting agent manager server, regardless of whether you
are starting it manually or as part of the installation:
Error 100: Cannot create another system semaphore.
If you see this message, stop the conflicting application and then start the agent manager server again.
v If you get a NoServerDefinedException when you use the StartServer command to start the agent
manager application server, ensure that you specified the correct server name. Although the default
name of the agent manager application server is AgentManager, the agent manager might be in a
different application server, such as server1.
v If you configured WebSphere Application Server on UNIX or Linux to run as a user other than root
and get a FileNotFoundException exception or a Permission denied error, ensure that the user ID that
runs the WebSphere processes has permission to read the agent manager files, particularly the files in
the AM_HOME/certs directory.
Diagnosing the problem
v If the agent manager is running on WebSphere Application Server, check the logs in the
app_server_root/profiles/profile_name/logs/application_server_name directory for details about the
problem.
v If the agent manager is running on the embedded version of IBM WebSphere Application Server, check
the logs in the app_server_root/agentmanager/logs/application_server_name directory for details
about the problem.
224
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Cannot install agent manager
Multiple causes and solutions to agent manager installation errors.
Symptoms
The agent manager fails to install.
Diagnosing the problem
There are three possible causes to this problem. Check for the following entries in the logs and error
messages:
The error log contains message SQL1092N.
If the db_stdout.log file contains message SQL1092N, then the user who is installing the agent
manager does not have sufficient authority to create DB2 databases.
On Windows systems, the error log contains the exception: java.lang.Exception: 231628952
On Windows systems, the program that creates the globally unique identifier (GUID) for the
agent manager server fails if the network connection for TCP/IP is not configured to enable
NetBIOS over TCP/IP. Because the GUID is used as part of the name of the security certificates
for the agent manager, the certificates cannot be generated without a GUID.
WebSphere configuration gives the return code 255
If the logs in the log/jacl directory indicate that a WebSphere Application Server configuration
program returned the value 255, then the length of a command run by the wsadmin.bat command
exceeds the Windows operating system maximum length.
Resolving the problem
Once you have determined the source of the problem, follow the appropriate response below.
The error log contains message SQL1092N
1. Make sure that the DB2 user that is used to install the agent manager has the authority to
create databases. You can either increase the authority of the DB2 user that was specified or
you can specify a different use.
2. Uninstall the agent manager before attempting to reinstall.
3. Start the agent manager installation again.
The certGen_stderr.log contains the exception: java.lang.Exception: 231628952
1. Change the TCP/IP properties for the network connection to set the Enable NetBIOS over
TCP/IP property.
2. Uninstall the agent manager.
3. Start the agent manager installation again.
The logs in the log/jacl directory indicate that a WebSphere Application Server configuration
program returned the value 244:
1. Edit the setupCmdLine.bat file in the C:\Program Files\IBM\WebSphere\AppServer\bin
directory. Locate the following lines in the file:
SET WAS_HOME=C:\Program Files\WebSphere\AppServer
SET JAVA_HOME=C:\Program Files\WebSphere\AppServer\java
The path name C:\Program Files\WebSphere\AppServer is the directory where WebSphere
Application Server is installed.
2. Modify the file to shorten the length of the generated commands. Use the SUBST command to
map the installation directory to an unused drive letter. This example uses the drive W.
Chapter 18. Agent Manager troubleshooting
225
Change the file as follows:
SUBST W: "C:\Program Files\IBM\WebSphere\AppServer"
REM SET WAS_HOME=C:\Program Files\IBM\WebSphere\AppServer
SET WAS_HOME=W:
REM SET JAVA_HOME=C:\Program Files\IBM\WebSphere\AppServer\java
SET JAVA_HOME=W:\java
3. Save the file.
4. Uninstall the agent manager.
5. Start the agent manager installation again.
Agent Manager server does not install or start properly when registry
is in a database
Errors might occur if DB2 Enterprise Server Edition was not installed properly or if the server that
controls the registry database is not running.
Symptoms
The agent manager server does not install or start properly when the registry is in a database, or you
receive errors when accessing the registry.
Causes
DB2 Enterprise Server Edition might not be installed properly or the DB2 server that controls the registry
database might not be running.
Resolving the problem
To verify that DB2 Enterprise Server Edition installed properly, refer to the DB2 documentation for your
operating system. The installation documentation contains information about verifying the installation
using either the command line processor (CLP) or the First Steps graphical user interface (GUI). The
general procedure is the same for both methods:
1. Create the SAMPLE database.
2. Connect to the SAMPLE database.
3. Run a query against the SAMPLE database.
4. Drop the SAMPLE database.
JDBC connections used by Common Agent Services
A list of JDBC driver configurations and settings.
The agent manager uses Java Database Connectivity (JDBC) to access the data in the registry. The type of
JDBC driver depends on your configuration, as follows:
v On the embedded version of IBM WebSphere Application Server, or WebSphere Application Server:
– A local registry:
A type 2 JDBC driver provides connectivity to a local database.
– A remote registry that is accessed using a database client on the agent manager server:
A type 2 JDBC driver provides connectivity to the remote database, using the database client on the
agent manager server. This type of connection can be used for either a DB2 or Oracle Database.
– A remote registry, if you do not have a database client on the agent manager server:
226
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
A type 4 JDBC driver lets the agent manager connect to a remote database without requiring a
database client or server on the agent manager server. This type of connection is used only with a
DB2 database.
The following table summarizes how the location of the registry influences the type of database
software required and which JDBC driver is used.
Table 14. Determining what type of JDBC driver is used
Location of registry
Is a database client or server
required on agent manager server?
JDBC driver
Local
Database server required
Type 2
Local access using a database client
to a remote database
Database client or server required
Type 2
Remote access without a database
client
No
Type 4
v On the lightweight runtime:
– A DB2 or Oracle Database:
A type 4 JDBC driver is used to access a DB2 or Oracle Database, whether on the same computer as
the Agent Manager or on a remote database server.
v For installing and preconfiguring the registry database on a remote database server, a type 2
connection is used for all database types.
Manually encrypting a password
You can manually encrypt a password if you cannot use the commands that replace passwords in the
Authorization.xml or AgentManager.properties files.
On the agent manager server, you can manually encrypt a password to replace a value in the
Authorization.xml or AgentManager.properties file, or to verify an encrypted password. Do this only if
you cannot use the commands that replace passwords in those files. The following table lists the
preferred commands for updating passwords in those files.
To encrypt passwords in this file:
Use this command
Authorization.xml
AuthXMLAddUser
AgentManager.properties
EncryptAMProps
To encrypt a password to manually replace a password in a text file:
v On the embedded version of IBM WebSphere Application Server and WebSphere Application Server:
1. Use the EncryptPW command to encrypt a password in the WebSphere Application Server runtime.
The command takes a single argument, the clear text password you want to encrypt. For example:
SCRIPT_HOME/bin/EncryptPW mynewpassword
The command returns a single output string, which is the encrypted password.
2. Copy the encrypted password from the display and paste it into the password field of the file.
3. Save the file.
v On the lightweight runtime:
1. Use the lwiEncryptPwForWCT command to encrypt a password in the lightweight runtime. The
command takes a single argument in which you enter the clear text password that you want to
encrypt. For example:
LWI_HOME/bin/lwiEncryptPwForWCT mynewpassword
Chapter 18. Agent Manager troubleshooting
227
The command returns a single output string, which is the encrypted password.
2. Copy the encrypted password from the display and paste it into the password field of the file.
3. Save the file.
Uninstalling the agent manager from the WebSphere Application
Server runtime
This is done if the agent manager uninstallation wizard did not complete successfully.
Before you begin
This manual uninstallation task is done if the agent manager uninstallation wizard did not complete
successfully.
Some of the following steps might not be necessary, depending on how much of the uninstallation wizard
completed. To remove the agent manager from your environment manually:
Procedure
1. Stop the agent manager server if it is running.
2. If you have not already run the agent manager uninstallation wizard, run it now to remove the
agent manager entries from the installation program registry in the vpd.properties file.
3. Remove the agent manager entries from the InstallShield MultiPlatform list of installed products.
v
Solaris
2000
a. Locate the agent manager directories in the Solaris product registry. The following command is
one technique:
grep -i manager /var/sadm/pkg/*/pkginfo | grep -i agent
This generates a list similar to:
casbvt-sol1: [/] grep -i manager /var/sadm/pkg/*/pkginfo | grep -i agent
/var/sadm/pkg/IS072d1af/pkginfo:BASEDIR=/opt/IBM/AgentManager
/var/sadm/pkg/IS072d1af/pkginfo:DESC=Tivoli Agent Manager
/var/sadm/pkg/IS072d1af/pkginfo:ISJE_NAME=Agent Manager Unix
/var/sadm/pkg/IS35a3f07/pkginfo:BASEDIR=/opt/IBM/AgentManager
/var/sadm/pkg/IS35a3f07/pkginfo:NAME=Agent Manager Component Unix
/var/sadm/pkg/IS4886af1/pkginfo:BASEDIR=/opt/IBM/AgentManager
/var/sadm/pkg/IS4886af1/pkginfo:DESC=Tivoli Agent Manager
/var/sadm/pkg/IS4886af1/pkginfo:ISJE_NAME=Agent Manager
/var/sadm/pkg/IS4886af1/pkginfo:NAME=Tivoli Agent Manager
/var/sadm/pkg/IS7fa6ecc/pkginfo:BASEDIR=/opt/IBM/AgentManager
/var/sadm/pkg/ISe88058e/pkginfo:BASEDIR=/opt/IBM/AgentManager
b. b. Delete the agent manager directories.
v On all other operating systems, remove the AgentManager and AgentManagerRegistry entries from
the vpd.properties file with a text editor. Look for statements that begin with the following
identifiers:
c70ba49f0b57c33f594bcd89d373be56
4886af1c5eb4f6c75d84991853b6aa2f
7fa6ecc48642ac94995f25b8ae52a6fe
The location of the vpd.properties file varied by operating system:
–
228
Windows
2000
%WINDIR%\vpd.properties, where %WINDIR% is the Windows installation directory,
typically C:\WINNT or C:\Windows.
–
AIX
–
2000
Linux
/usr/lib/objrepos/vpd.properties
/root/vpd.properties
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
4. If the agent manager server is configured to start automatically after a Windows system restarts, run
the following command to delete the Windows service for the agent manager.
app_server_root\bin\WASService.exe -remove "Tivoli Agent Manager"
5. Ensure that the WebSphere application files were deleted. If the following files exist in the
app_server_root/installedApps/cell directory, delete them.
v AgentManager.ear
v AgentRecoveryService.ear
6. If the agent manager server is configured to start automatically after an AIX, Linux, or Solaris system
restarts, remove the entries in the /etc/inittab file that start the server.
v Remove the following entry that starts the agent manager server. This entry exists on all systems.
In this example, WebSphere Application Server is installed in the /opt/IBM/WebSphere/AppServer
directory.
am:2345:once:/opt/IBM/WebSphere/AppServer/bin/rc.am >/dev/console 2>&1
v If the registry is in a local DB2 database, remove the entry that starts the DB2 Server. The entry is
not created if the registry is in a remote DB2 database, or a local or remote Oracle database. In this
example, db2inst1 is the DB2 user name for accessing the registry:
amdb:2345:once:su - db2inst1 -c db2start >/dev/console 2>&1
7. Remove the agent manager from WebSphere Application Server.
a. Open WebSphere Administrative Console.
b. In the navigation tree on the left side of the console, expand Environment, click Virtual Hosts,
and then delete AgentManagerHost.
c. Expand Security, click SSL, and then delete AgentManagerSSL and AgentManagerClientAuthSSL.
d. Expand Resources and click JDBC Providers. Using the filter table, set the scope to the server
AgentManager, and then delete AgentJDBCProvider.
e. Expand Applications, click Enterprise Applications, and then uninstall AgentManager and
AgentRecoveryService.
f. In the Message(s) area of the console, click Save to save the changes to the configuration.
g. In the Save to Master Configuration area, click Save again to exit the Master Configuration
window.
8. If no other Web applications are using the application server, you can delete them if you want.
9. Optionally, remove the agent manager objects in the registry database.
Note: Remove the agent manager tables from the database or drop the registry database only if all
products that use the registry are uninstalled.
10. Delete the agent manager installation directory. By default, this is the following directory:
v
Windows
2000
v
AIX
C:\Program Files\IBM\AgentManager
2000
Linux
Solaris
2000
/opt/IBM/AgentManager
Note: On a Windows system, you might have to restart the system before you can delete the agent
manager installation directory.
Uninstalling the agent manager from the lightweight runtime
Step by step instructions.
These steps show you how to manually uninstall the agent manager from the lightweight runtime:
Procedure
1. Optionally, remove the agent manager objects from the registry database.
Chapter 18. Agent Manager troubleshooting
229
Note: Only remove the agent manager tables from the database or remove the registry database if all
products that use the registry have been uninstalled.
2. If the database is shared with other programs, remove the agent manager-specific tables from the
database by following the procedure for your database type. You can do this step on the agent
manager server, even if the registry is in a remote database.
3. Delete the LWI_HOME/runtime/agentmanager directory.
4. If no other programs are using the lightweight runtime, you can optionally delete the
LWI_HOME/runtime/agentmanagerdirectory.
a. Remove the entries for the agent manager ports from the LWI_HOME/conf/webcontainer.properties
file. For example, remove the statements shown in bold face type to delete the configuration for
the default ports 9511, 9512, and 9513:
#Web Container SSL configuration properties
#Mon Jun 05 22:53:38 CDT 2006
com.ibm.ssl.clientAuthentication.9512=true
com.ibm.ssl.keyStorePassword.9512=[xor] /Mqp9w\=\=
com.ibm.ssl.clientAuthentication.9511=false
com.ibm.ssl.keyStorePassword.443=[xor] 9MW08GTL+uut1b0\=
com.ibm.ssl.keyStorePassword.9511=[xor] /Mqp9w\=\=
com.ibm.ssl.keyStore.9512=
../agentmanager/eclipse/plugins/AgentManager/certs/agentManagerKeys.jks
com.ibm.ssl.keyStore.9511=
../agentmanager/eclipse/plugins/AgentManager/certs/agentManagerKeys.jks
com.ibm.ssl.keyStore.443=/../../security/keystore/ibmjsse2.jks
com.ibm.ssl.trustStorePassword.9512=[xor] /Mqp9w\=\=
com.ibm.ssl.trustStorePassword.9511=[xor] /Mqp9w\=\=
com.ibm.ssl.clientAuthentication.443=false
com.ibm.ssl.trustStore.9512=
../agentmanager/eclipse/plugins/AgentManager/certs/agentManagerTrust.jks
com.ibm.ssl.trustStore.9511=
../agentmanager/eclipse/plugins/AgentManager/certs/agentManagerTrust.jks
com.ibm.ssl.trustStore.443=/../../security/keystore/ibmjsse2.jts
sslEnabled=true
com.ibm.ssl.trustStorePassword.443=[xor] 9MW08GTL+uut1b0\=
b. Delete the entries for the agent manager ports from the LWI_HOME/conf/overrides/
config.properties file. The statements to delete are shown in bold face type:
#LWI port configuration properties
#Fri Jun 02 17:23:04 CDT 2006
com.ibm.pvc.webcontainer.vhost.configfile=
C\:\\LWI7.0\\conf\\overrides\\VHost.properties
com.ibm.pvc.webcontainer.port.secure=[9512,9511]
com.ibm.pvc.webcontainer.port=9513
c. Change the default launch profile for the lightweight runtime in the config.properties file in the
LWI_HOME/conf directory. In the following example, bold face type indicates the line that must be
changed:
#
# Default Launch Profile used for LWI
#
com.ibm.lwi.profile=profile.AgentManager
#
# LWI Launch Profile definitions
#
profile.Base=base
profile.Agent=agent,agent/subagents
profile.AgentManager=baseutils,database,uimin,agentmanager
profile.UIMin=uimin
profile.UIFoundation=uimin,uifoundation
profile.UIMax=uimin,uifoundation,uimax
profile.Console=console,uimin,uifoundation
profile.Webservices=webservices
profile.Endpoint=agent,agent/subagents,baseutils,console,uimin,uifounda...
profile.Extended=baseutils,console,database,uimin,uifoundation,uimax,...
230
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Select one of the other profiles defined in the lightweight runtime launchprofile section of the file.
The default value of the profile for the lightweight runtime is profile.UIFoundation. To restore
that value, change the profile specification as shown in this example:
#
# Default Launch Profile used for LWI
#
com.ibm.lwi.profile=profile.UIFoundation
Results
The agent manager is now removed from the lightweight runtime.
Cannot register requests for registration
The agent manager will reject these requests if you gave incorrect information or if the resource manager
does not have proper permissions.
Symptoms
The agent manager rejects requests for registration.
Causes
Either of the following issues will cause the agent manager to reject requests for registration:
v You gave an incorrect resource manager user name or password.
v You specified a resource manager user that does not have the authority to register the specified type of
resource manager.
Resolving the problem
Make sure you have the correct user name or password and that you specified a resource manager with
the proper permissions.
Agent Manager cannot be contacted
Contact will fail if the agent manager was configured with a host name that cannot be resolved by the
common agent or resource manager.
Symptoms
The common agent or resource manager can initially contact the agent manager but then fails farther
along in the contact process.
Causes
The agent manager was configured with a short host name instead of a fully qualified host name, or is
otherwise configured with a host name that cannot be resolved by the common agent or resource
manager.
Resolving the problem
To correct the problem:
1. On the agent manager server, change the ARS.host property in the AgentManager.properties file to
specify a host name that can be resolved by all common agents and resource managers.
2. Restart the agent manager.
Chapter 18. Agent Manager troubleshooting
231
3. Restart the common agent or resource manager.
Alternately, you can bypass the problem on a single common agent or resource manager by updating the
/etc/hosts or %WinDir%\System32\Drivers\etc\hosts file. Add an entry that resolves the host name
provided by the agent manager to the fully qualified host name.
Verifying the agent manager service
If you suspect that the agent manager is not running, you can check its status.
If you suspect that the agent manager is not running, you can check its status.
Procedure
Use the health check tools that are available in the toolkit/bin subdirectory of the agent manager
installation directory (AM_HOME).
Note: Do not use theWebSphere Application Server serverStatus command to determine whether the
agent manager is running. An application server can start even if it is not fully operational. For example,
if the registry database is inaccessible because of a network or authorization problem, the serverStatus
cannot register common agents or process database queries from resource managers without access to the
registry.
Determining agent manager version
Commands to display version numbers.
Procedure
v To display the version of the agent manager application, run the following command:
–
Windows
2000
AM_HOME\bin\GetAMInfo.bat AgentManager
–
UNIX
2000
Linux
Solaris
2000
HPUX
AM_HOME/bin/GetAMInfo.sh AgentManager
Note: The application name, AgentManager, is not related to the name of the application server in
which you install the agent manager. For example, if you install the agent manager in to the
application server named server1, the application name remains AgentManager.
v To display the version of the agent recovery service, run the following command:
–
Windows
2000
AM_HOME\bin\GetAMInfo.bat AgentRecoveryService
–
UNIX
2000
Linux
Solaris
2000
HPUX
AM_HOME/bin/GetAMInfo.sh AgentRecoveryService
Registration request rejected by agent manager
The wrong agent manager or resource manager password causes the agent manager to reject the request
for registration from the common agent.
Symptoms
When installing a common agent, the agent manager rejects its request for registration.
Causes
232
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
The wrong agent manager or resource manager password causes the agent manager to reject the request
for registration from the common agent.
Resolving the problem
To correct the problem:
v Uninstall and then reinstall the common agent.
v Make sure the agent manager is configured to allow reregistration or reinstall registration.
v Update the password on the common agent:
1. Run the following command to change the agent registration password that is saved on the
common agent:
encryptPwdInConfFile.bat agent_registration_password
The variable agent_registration_password is the correct agent registration password.
2. Restart the agent manager.
Chapter 18. Agent Manager troubleshooting
233
234
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 19. Common agent problems
If you encounter problems with the common agent, use the information provided in this documentation
to diagnose and troubleshoot the problems.
Authentication errors after common agent installation
Errors can be caused by incorrect passwords or corrupted authentication files.
Symptoms
Authentication errors occur after installing the common agent.
Causes
Authentication errors can be caused by the following:
1. Incorrect password.
2. Corrupted or missing authentication files in agent_installdir\cert directory, where agent_installdir is
the agent installation directory.
Diagnosing the problem
Following installation of the common agent, the agent is unable to register with the agent manager.
Authentication errors are logged in msgAgent.log.
Resolving the problem
1. Verify that you are using the correct password.
2. Change the registration password on the common agent. This password is stored in encrypted form,
so a special command is required to change it.
a. Change directory to the agent installation directory.
b. Use the following command to create and store a new encrypted registration password in the
endpoint.properties file using the registration key Registration.Server.PW. In the command,
password represents the registration password.
jre\bin\java -cp lib\ep_install.jar;lib\ep_common.jar
com.tivoli.agent.install.EncrPwdInConfFile config\endpoint.properties
Registration.Server.PW password
Windows
2000
UNIX
2000
Linux
jre/bin/java -cp lib/ep_install.jar:lib/ep_common.jar
com.tivoli.agent.install.EncrPwdInConfFile config/endpoint.properties
Registration.Server.PW password
3. Restart the common agent.
Common agent cannot register on HP-UX
The logs show a Java exception #231628960 error, which means that the GUID shared library cannot be
read.
Symptoms
When the common agent is installed on HP-UX, the agent ID cannot be read, preventing the common
agent from registering. This problem is intermittent. The following information is written to the log:
© Copyright IBM Corp. 2003, 2011
235
java.lang.Exception: 231628960
at com.tivoli.agentmgr.resources.GUIDHelper.getHostId
(GUIDHelper.java:53)
at com.tivoli.agent.id.IDServiceImpl.getEndpointId
(IDServiceImpl.java:99)
at com.tivoli.agent.id.IDServiceImpl.checkForOEMInstall
(IDServiceImpl.java:60)
at com.tivoli.agent.id.IDActivator.start(IDActivator.java:54)
at com.ibm.osg.smf.BundleContext$1.run(BundleContext.java:1300)
at java.security.AccessController.doPrivileged(Native Method)
at com.ibm.osg.smf.BundleContext.start(BundleContext.java:1282)
at com.ibm.osg.smf.Bundle.startWorker(Bundle.java:709)
at com.ibm.osg.smf.Bundle.start(Bundle.java:655)
at com.tivoli.agent.system.SMFLauncher.startSMF(SMFLauncher.java:240)
at com.tivoli.agent.system.SMFLauncher.main(SMFLauncher.java:94)
Caused by: 231628960
at com.tivoli.srm.guid.GuidOFactory.<init>(GuidOFactory.java:79)
at com.tivoli.agentmgr.resources.GUIDHelper.getHostId
(GUIDHelper.java:48)
... 10 more
Causes
Java exception #231628960 means that the GUID shared library cannot be read.
Resolving the problem
Uninstall the common agent and then install it again. If the problem persists, remove the agent ID and
add it again with using the following steps:
1. Run the command swremove TIVGUID.
2. From the common agent installation image in the GUID directory, run installguid.sh.
Manually uninstalling the common agent
How to remove the common agent manually if the uninstallation wizard does not complete successfully.
This section describes how to remove the common agent manually if the uninstallation wizard does not
complete successfully. Some of the following steps might not be necessary, depending on how much of
the uninstallation wizard completed. This procedure removes all instances of the common agent from the
system:
1. Stop the common agent.
v Windows operating systems: In the Windows Services window, find the Tivoli Common Agent
service, right-click on it, and then select Stop.
v Other operating systems:
./endpoint.sh stop
If more than one common agent is installed, stop each one.
2. Verify that the common agent processes are all stopped by checking for the nonstop process. If the
common agent stopped properly, the nonstop process will not be running. However, if the processes
are still running, stop them as follows:
v Windows operating systems:
Using the Windows Services window to stop the common agent typically cleans up any remaining
processes. No additional action is required.
v AIX operating systems:
ps -ef | grep nonstop
ps -ef | grep java
236
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Use the kill -9 command to stop both processes. Stop both processes quickly, to prevent them
from starting each other up again.
v Other operating systems:
ps -aef | grep nonstop
ps -aef | grep java
Use the kill command to stop the process ID with the lowest number for each process. (Linux
has multiple process IDs shown, pointing up to lowest starting ID).
3. Use the uninstallation wizard to uninstall all common agents on the workstation. If more than one
common agent is installed, run the wizard for each one. For any common agent that you can not
uninstall, delete the common agent installation directory, including all files and subdirectories.
4. Clean up the ep.reg file and, if it exists, the ep.bak file:
v If you are uninstalling all common agents from the system, delete both files.
v If you are uninstalling a specific common agent, delete the line in each file that lists the
installation directory of the common agent you are uninstalling. For example, to uninstall the
common agent installed in the /opt/tivoli/ep1 directory, delete the line that begins like this:
0 | cygnus0317b | /opt/tivoli/ep1 | 1.3.0.5 | 0 | 1.4.2 | IBM Corp...
The files are in the following directory:
v Windows operating systems: %ProgramFiles%\Tivoli
v AIX operating systems: /usr/tivoli
v All other platforms: /opt/tivoli
5. On Windows operating systems, delete the Windows service for the common agent. Use one of the
following methods:
v Run the srvinstw.exe command, which is available in the Windows Resources Toolkit. This
command launches a window in which you select the service to be deleted.
v Download the InstallUtil utility.
Run the following command:
InstallUtil –uninstallservice service_name
v Manually edit the Windows Registry.
Important: Be careful when editing the Windows Registry. An incorrect change can damage the
operating system.
a. Make a backup copy of the registry.
b. In a registry editor such as regedit or "regedit32", expand the following keys:
My Computer
HKEY_LOCAL_MACHINE
SYSTEM
CurrentControlSet
Services
IBMTivoliCommonAgentn, where n is an integer starting with 0 for the first common agent
that was installed on the system.
c. Check the value of the Image Path key for the IBMTivoliCommonAgentn entry. This value
specifies the directory in which the common agent was installed. Use the value to make sure
you are deleting the registry entry for the correct common agent.
d. Delete the IBMTivoliCommonAgentn key for each common agent that you are removing.
e. Save the changes to the registry.
6. On UNIX and Linux, delete the s71 and k71 scripts from the /etc/rc.d directory.
7. If a Windows account was created for the common agent and you will not need it when reinstalling
the common agent, delete the account.
Chapter 19. Common agent problems
237
8. Remove the entry for the common agent in the registry. On the server, use the RetrieveAgents,
PurgeAgents, and LogicallyDeleteAgents utilities to identify and remove registry entries for the
common agent.
9. On Windows operating systems, restart the operating system to remove the Windows service.
10. Optionally, delete the common agent installation directory.
11. Optionally, uninstall the Tivoli GUID. On Windows, use Add or Remove Programs to uninstall
TivGuid.
The common agent is removed from your system.
Installing the common agent on Security-Enhanced Linux
This section describes how to install the common agent on Security-Enhanced Linux.
Before you begin
Check if the Linux security is on by running the following command at a Linux command line:
getenforce
If you obtained an enforcing as an output, it means that the security is on.
You can also check the security status in the configuration file in the /etc/selinux/config directory.
To install the common agent on Security-Enhanced Linux:
Procedure
1. Switch off the security enhancement using either of these commands:
setenforce 0
or
echo 0 > /selinux/enforce
2. Install the common agent.
3. Turn on the security enhancement back using either of these commands:
setenforce 1
or
echo 1 > /selinux/enforce
4. Restart the computer.
What to do next
The common agent is now installed.
IP address change at NAT server not detected by common agent
When you change the IP address on the NAT server, the common agent cannot automatically detect that
the address has changed. An agent status update is required for the change to be registered.
Symptoms
The common agent does not detect the IP address change.
Causes
238
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
The common agent discovery does not detect the change.
Resolving the problem
1. Stop the common agent.
2. Restart the common agent.
Common agent is unable to read GUID upon startup on Linux
The common agent cannot read the GUID if the GUID failed to install.
Symptoms
After installation, the common agent is unable to read the GUID upon startup on Linux x86 and Linux
ppc. The following message is logged in the traceAgent.log file when the common agent is starting up
and tries to read the GUID:
13:05:18.980+01:00 com.tivoli.agent.id.IDServiceImpl
getEndpointId main java.lang.Exception: 231628950
Causes
The GUID failed to install. During the installation of the common agent, the Tivoli GUID is installed.
After the common agent is installed, it attempts to read the GUID upon startup. If the agent cannot read
the GUID, it will fail to start.
Resolving the problem
Rebuild the RPM database, then reinstall the common agent. RPM is the package manager for Linux.
User response: The commands to rebuild the RPM database are:
rm -f /var/lib/rpm/__db*
rpm -vv --rebuilddb
Cannot install common agent on Solaris
Due to a known limitation, you cannot install the common agent on Solaris if you are using certain
locales.
Symptoms
You cannot install the common agent on a Solaris computer system.
Causes
Due to a known limitation with Java Runtime Environment (JRE) for Solaris 1.3.1, you cannot install the
common agent on a Solaris computer system if you are using any of the following locales:
-en_US.UTF-8
-de_DE.UTF-8
-fr_FR.UTF-8
-it_IT.UTF-8
-es_ES.UTF-8
Resolving the problem
Chapter 19. Common agent problems
239
Set the locale of the Solaris system to a non-UTF-8 locale to perform the installation. Use the export LANG
command to set the locale. For example, run the command export LANG=fr_FR.ISO8859-1 to change the
locale to fr_FR.ISO8859-1. After the installation is complete, reset the system to the original locale. You
can use common agent commands to check and change the locale:
1. Ensure that the common agent is running.
2. Change to the directory where the common agent is installed.
3. Run the following command to check the current locale setting:
agentcli logmgr getlocale
4. To set the locale, run the following command:
agentcli logmgr setlocale language region
where language is a two-letter lowercase code defined by ISO-639 and region is a two-letter
uppercase code defined by ISO-3166.
For example, to set the location to United States English, use the following command:
agentcli logmgr setlocale en US
Cannot register target computers in firewall
The target computers cannot complete their registration with the provisioning server when the firewall
toolkit is used.
Symptoms
You cannot register target computers with the provisioning server in a firewall environment.
This issue has been described in an environment where a firewall is used between the provisioning server
and the target computers. The updated firewall toolkit from Tivoli Provisioning Manager 5.1.0.1 (Fix Pack
1) has been used.
This behavior has been consistently described in firewall environments, and occasionally in non-firewall
environments.
Causes
The target computers cannot complete their registration with the provisioning server when the firewall
toolkit is used.
The process appears to work properly up to the final step when the target certificate is passed back to the
target computer. The certificate is not created on the target computer (only three files are created in the
cert directory on the target, namely agentTrust.jks CertificateRevocationList, and pwd). When the
provisioning server attempts to create a target, it is able to connect to the target, install the common agent
binaries, and start the agent. The agent is able to communicate back to the provisioning server, but the
final certificate file (target key file) is not created on the target computer.
Resolving the problem
To avoid this issue, the following requirements must be met:
v Port 9510 is required for TCA_PingAgent.
v RXA ports (445 TCP and 139 RPC) are enabled.
v Use the standalone agent when a firewall is between the provisioning server and the target computers.
240
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Common agent installation failure on Red Hat 5
The firewall needs to be disabled before installing the common agent.
Symptoms
Common agent installation fails on Red Hat 5 with the following error message:
COPDEX123E A AgentInstallException exception occurred.
The exception was caused by the following problem:
Agent failed to Install with install error:
The installation process was cancelled by the user.
In the workflow logs, the following error is reported by Tivoli Provisioning Manager:
std err:
Log: common_agent_1.4.2.0_200902171611_linux.tar has been extracted into /tmp/tcatemp
Log: common_agent_1.4.2.0_200902171611_linux.tar has been removed from /tmp/tcatemp
Log: agentTrust.jks copied to: /tmp/tcatemp/cert
No Java Runtime Environment (JRE) was found on this system
Causes
Red Hat 5 has the Security-Enhanced Linux firewall utility enabled by default. This firewall prevents
Tivoli Provisioning Manager from installing the common agent.
Note: You can manually check if the firewall is enabled by entering the getenforce command at a Linux
command line. If enforcing is returned, it means the firewall is enabled.
Resolving the problem
The firewall needs to be disabled before installing the common agent. There are two ways to do this:
v Switch off security enhancement by entering the following command:
setenforce 0
v Edit the configuration file on the Linux computer. The file is found in the /etc/selinux/config
directory. In the file, find this line:
SELINUX=enforcing
Modify the line into the following:
SELINUX=disabled
Save the file and restart the computer.
With the firewall disabled, the common agent can now be installed. After the installation has completed,
you can turn the firewall back on.
v If you disabled the firewall using the setenforce 0 command, you can re-enable it by entering
setenforce 1 in the command line.
v If you disabled the firewall by modifying the configuration file, you can re-enable it by editing the
configuration file again and setting the SELINUX variable back to enforcing. Remember to restart the
computer to apply these changes if you use this method.
Determining the common agent version
A command that displays the version, major release, minor release (modification level), and fix pack level
of the common agent
Chapter 19. Common agent problems
241
Procedure
To determine the version of the currently installed common agent, run the following command:
v On
Windows
2000
operating systems:
%CA_HOME%\endpoint.bat version
v On other operating systems:
$CA_HOME/endpoint.sh version
Results
The output of the command indicates the version, major release, minor release (modification level), and
fix pack level of the common agent. It also includes a build identifier.
Collecting common agent diagnostic information
The service command automatically collects diagnostic information into a file named CASservice.zip
which can then be sent to IBM Software Support.
To run the service command to collect diagnostic information:
1. Open a command window.
2. Change to the Install directory.
3. Run the script for your operating system:
v
Windows
2000
service
UNIX
2000
Linux
service.sh
v
The script creates an archive file named CASservice.zip file in the Install directory.
If you have more than one common agent on a managed system, run the tool in the Install directory of
the common agent for which you want to capture diagnostic information.
Note: If you plan to send multiple CASservice.zip files to IBM Software Support, rename the files so that
they each have unique names.
Incorrect information after Tivoli Common Agent installation
A remediation workflow calls the provisioning workflow SoftwareModule.Install against Tivoli Common
Agent 1.4.2, but the result that it produces is incorrect.
Symptoms
If the compliance check Require Tivoli Common Agent (TCA) 1.4.2 is created and the end file does not
have Tivoli Common Agent installed, a recommendation to install Tivoli Common Agent 1.4.2 will be
provided. After installing Tivoli Common Agent 1.4.2, TCA 1.4.2 will show up in the installed software
list of the target computer but has not actually been installed.
Causes
A remediation workflow calls the provisioning workflow SoftwareModule.Install against Tivoli Common
Agent 1.4.2, but the result that it produces is incorrect. It creates a Tivoli Common Agent 1.4.2 installation
on the provisioning server, but does not install Tivoli Common Agent 1.4.2 on the target computer.
Resolving the problem
242
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
To verify that the Tivoli Common Agent is installed, create a compliance check against the Tivoli
Common Agent stack instead of against Tivoli Common Agent 1.4.2.
Useful commands
A list of common agent commands, including commands for uninstalling and logging.
Symptoms
Uninstall the common agent and subagents.
1. Change to the following directory:
v
Windows
2000
v
UNIX
: C:\Program Files\tivoli\ep\_uninst
2000
Linux
: /opt/tivoli/ep/_uninst
AIX
: /usr/tivoli/ep/_uninst
v
2. Run the following command
v
Windows
2000
uninstall.exe -silent -W CASInstall.forceUninstall=true
v
UNIX
2000
Linux
./uninstall -console
List the bundles and their state
1. Change to the following directory:
v
Windows
2000
: C:\Program Files\tivoli\ep\runtime\agent
UNIX
2000
Linux
: /opt/tivoli/ep/runtime/agent/
v
2. Run the following command:
agent cli deployer list bundles state
Retrieve all of the common agent logs
1. Change to the following directory:
v
Windows
2000
: C:\Program Files\tivoli\ep\runtime\agent
UNIX
2000
Linux
: /opt/tivoli/ep/runtime/agent/
v
2. Run the following command:
v
Windows
2000
service.bat
v
UNIX
2000
Linux
service.sh
The CASservice.zip file will be created in the runtime/agent directory.
Collecting target computer logs
When common agent problems occur on a target computer, you can use the TCA_Collect_Logs.wkf
workflow to collect logs from the target computer.
When common agent or subagent problems occur on a target computer, you can use the
TCA_Collect_Logs.wkf workflow that is provided with Tivoli Provisioning Manager version 5.1.0.2 (Fix
Pack 2) to collect logs from the target computer.
Chapter 19. Common agent problems
243
In the event of a common agent or subagent problem, you can either schedule a task using this workflow
or run the workflow to collect the target computer logs. The workflow provides information regarding
the target computer on which the common agent is running.
For each target computer that the workflow is run against, the %TIO_LOGS%\tivolicommonagent directory
($TIO_LOGS/tivolicommonagent for UNIX or Linux) on the Tivoli Provisioning Manager server receives an
archive (.zip or .tar) with the deviceID_IDnumber_TimeStamp_actualTimeStamp_CASservice.zip/tar file
name. The archive contains all the startup and console logs for that target computer, and can be used for
troubleshooting or sent to IBM Software Support for analysis.
Error during Tivoli GUID installation
Errors will occur if Windows Installer is turned off when you install the common agent.
Symptoms
On Windows, Tivoli GUID fails to install properly and the following error is given in the
runtime/agent/logs/guid_install.log log file:
Failed to connect to server. Error: 0x80070422
An additional error message might also be given in the same file:
Failed to grab execution mutex. System error 258
Causes
If you install the common agent, the installer also installs the Tivoli GUID component. On Windows
platforms, the Microsoft Windows Installer is responsible for that. For this reason, the Windows Installer
system service cannot be turned off, or else the first error will be caused. Moreover, when installing Tivoli
GUID there cannot be any other MSI installations in progress, which is the cause of the second error.
Resolving the problem
Make sure that the Windows Installer system service is enabled and all other MSI installation processes
are finished before running the common agent installer.
Common agent reinstallation failure on Windows
Restart the computer before you reinstall the common agent to ensure that all services marked for
deletion are actually deleted.
Symptoms
You cannot reinstall the common agent on Windows.
Causes
The Windows computer was not restarted after the previous Tivoli common agent was uninstalled. In
some cases, if Windows cannot delete a service, it will mark that service for deletion on the next restart of
the computer. In these cases, the common agent installer will not be able to install the common agent
because the installer detects the previous common agent which, although marked for deletion, still exists
until the next restart.
Resolving the problem
Restart the computer before you reinstall the common agent.
244
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Common agent installation fails when using commands
These commands might fail if the /tmp directory is full.
Symptoms
An installation on a UNIX operating system fails when using copy or put file commands.
Causes
The /tmp directory or device might be full on the UNIX computer. The common agent installation copies
files to the /tmp/tcatemp directory.
Resolving the problem
Run the df -k/tmp command to determine if the disk is full. If the disk is full, create the necessary space
required in order for the installation to succeed.
UAC not supported for common agent installation on Windows 7
target computers
On Windows 7 computers, the default level of the UAC mechanism for the Tivoli Common Agent
installation is not supported. You cannot use the default level of the Windows user access control
mechanism for installing the Tivoli Common Agent on Windows 7 target computers.
Symptoms
The Tivoli Common Agent installation fails. You cannot use the default level of the Windows user access
control mechanism for Windows 7 target computers.
Causes
There are four security levels for Windows UAC on Windows 7 computers. Level 3, which is the default
level, does not allow Tivoli Common Agent to be installed.
Environment
Tivoli Provisioning Manager v7.1.1 and Windows 7 target computers.
Resolving the problem
To resolve this issue, disable Windows user access control on Windows 7 target computers.
Failures during manual uninstallation of common agent
If you manually delete the Common Inventory Technology (CIT) directory from a target computer when
uninstalling the common agent, all products and technologies that rely on CIT will fail.
Symptoms
The IBM Tivoli Common Agent discovery scan fails after manually removing the C:\Program
Files\tivoli\cit directory (opt/tivoli/cit for UNIX). For example, you might have removed this
directory manually when uninstalling the common agent and then encountered this failure after
reinstalling the common agent.
Chapter 19. Common agent problems
245
Causes
Common Inventory Technology (CIT) is a shared component that must not be removed manually. If you
manually delete the CIT directory from a target computer, all of the products and technologies that are
installed on that computer and are reliant on CIT will fail.
Resolving the problem
If you decide to remove the CIT directory manually, you also need to manually remove the cit.ini file
from the %WINDIR%\cit directory (/etc/cit for UNIX). In an environment where no manual removal of
files is performed, if no exploiter product uses CIT, the CIT uninstaller removes the CIT native code and
cit.ini file.
Log files for the common agent
Symptoms
The following table lists the logs created during the installation and uninstallation of the common agent.
The locations of the logs are
v For Windows: C:\Program Files\tivoli\ep
v For UNIX: /opt/tivoli/ep
v For AIX and Solaris: /usr/tivoli/ep
Table 15. Runtime logs for the common agent
Log File (located in $CA_HOME/logs/)
Description
error-log-0.xml
error-log-1.xml,
error-log-2.xml
error-log-3.xml
Error messages generated during agent runtime.
nonstop.log
The log of the nonstop process.
nonstopbundle.log
The log for the nonstop bundle.
trace-log-0.xml
trace-log-1.xml,
trace-log-2.xml, or
trace-log-3.xml
Trace messages generated during agent runtime.
The following table lists the runtime logs for the common agent and subagents.
Table 16. Installation logs for the common agent
Log File
Description
$CA_HOME/runtime/agent/logs/agentcli.log.0
The log for agent command line.
$CA_HOME/runtime/agent/logs/install/epInstall.log
Processing information collected during common agent
installation.
$CA_HOME/runtime/agent/logs/install/
epInstallStatus.log
Return codes for the installation of the common agent.
$CA_HOME/runtime/agent/logs/install/epPreinstall.log Processing information collected before the common
agent installation has started.
$CA_HOME/runtime/agent/logs/install/epUnInstall.log
Processing information collected during common agent
uninstallation.
$CA_HOME/runtime/agent/logs/install/
epUnInstallStatus.log
Return codes for the uninstallation of the common agent.
246
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 16. Installation logs for the common agent (continued)
Log File
Description
AgentCliErr.log*
AgentCliOut.log*
InstallNonstopUtilErr.log*
InstallNonstopUtilOut.log*
lwiJavaHomeErr.log
lwiJavaHomeOut.log
LwiStatusErr.log*
LwiStatusOut.log*
SetFileSecurityErr.log*
SetFileSecurityOut.log*
tivGuidInstallErr.log
tivGuidInstallOut.log
WindowsInstallUtilErr.log*
WindowsInstallUtilOut.log*
winTivGuidInstall.log
Logs for steps run in the installation or uninstallation
process. A * symbol indicates that there might be more
than one instance of the log file with an associated
timestamp instead of the * symbol.
The computer name is not updated after the common agent is
upgraded
After upgrading the common agent, the correct host name (related to the NIC used for communication, if
present) is not registered in the data model.
Symptoms
After upgrading the common agent, the computer name is not updated. If there was already a system
with a name in the data model, the name does not change on subsequent discoveries, even if the host
name reported by the agent changed.
Causes
The computer name is not updated
Resolving the problem
To register the new computer name in the data model, delete the computer from the data model and run
the discovery. This operation brings in the host name associated with the NIC that is routable to the
agent manager.
Common agent security error during registration
Security errors will occur if system clock on the agent system does not match the clock on the agent
manager computer.
Symptoms
A security error (for example, SSLHandshakeException) occurs when:
v The common agent attempts to register with the agent manager.
v The common agent is contacted by another entity (for example, a resource manager) already registered
with the agent manager.
Causes
Chapter 19. Common agent problems
247
The system clock on the agent system does not match the clock on the agent manager computer. The
agent manager compares the clocks in Universal Time Coordinated (UTC).
Resolving the problem
Reset the system clock on the agent system to match the clock on the agent manager computer.
Common agent registration and uninstallation errors on Windows
Restart the computer to ensure that the endpoint.properties file is deleted before reinstalling the common
agent.
Symptoms
The endpoint.properties file is truncated (approximately 6-8 lines long instead of approximately 20). The
common agent cannot register and cannot be uninstalled.
Causes
Windows was not restarted after uninstalling the common agent. This problem can occur in the following
situation:
1. The user tries to uninstall the common agent, but the common agent uninstaller on Windows cannot
delete the endpoint.properties file if it is locked or in use. It therefore queues deletion for the next
restart.
2. The user installs a new common agent in the same directory, which creates a new
endpoint.properties file that must not be deleted, but the file is still queued for the next restart.
3. When the user reboots the computer, the endpoint.properties file is deleted from the newly installed
common agent.
4. When the common agent starts, it tries to register and creates a truncated version of the
endpoint.properties file. The common agent cannot work properly. It cannot register because the
port value is missing in endpoint.properties file, resulting in a parsing error. It also cannot be
uninstalled because the uninstaller is looking for values in the endpoint.properties file that are not
there.
Resolving the problem
Ensure that the endpoint.properties file is deleted when you uninstall the Windows common agent. You
need to restart the computer before reinstalling the common agent in the original installation directory.
SSLHandshakeException error when installing
This error will occur if signer certificates do not match.
Symptoms
You receive an SSLHandshakeException exception while installing a resource manager or common agent.
Causes
The signer certificate on the resource manager or common agent do not match the certificates offered by
the agent manager server when the two computers attempt to set up a secure SSL connection. If the
certificates do not match, the resource manager or common agent cannot determine whether it is
communicating with the correct agent manager server.
Resolving the problem
248
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
1. If you just created new certificates for the agent manager server, make sure that the agent manager
server was restarted after the new certificates were created. The agent manager server will not start
using the new certificates until it restarts.
2. Make sure that the resource manager or the common agent have a copy of the current truststore file
for the agent manager server. The truststore file contains the signer certificate for the agent manager
server. A simple way to do this is to copy the file to the resource manager or the common agent
again.
3. Try the program that failed again.
TCA_PingAgent workflow hangs
This might happen if a nonstop process is still running because the previous uninstall did not remove all
components.
Symptoms
Testing communication with the TCA_PingAgent workflow hangs on Windows computers.
Causes
A nonstop process might still be running because the previous uninstall did not remove all components.
Diagnosing the problem
Check theSystemErr.out file on the Windows computer for an error message similar to this error:
com.tivoli.agent.system.SystemStreamMgr$LogPrintStream println(String)
SEVERE: NOTE ==><4> Server socket failed to accept incoming connections.
[java.io.IOException: SSL session object is null.
Socket resource may not be available.]
This error might indicate that the common agent cannot open the port, which means that it is already
open by something else.
Resolving the problem
Determine which type of the error is causing the problem and follow the appropriate steps to resolve the
error:
v Access privileges are missing for the local administrator (error -121): The local administrator account
for the Windows computer is missing the required privileges.
1. On the Windows computer, navigate to Control Panel > Administrative Tools > Local Security
Policy > Local Policies > User Rights Assignment.
2. Ensure that the following policies are assigned to the administrator:
– Act as a part of the operating system
– Log on as service
v Ports specified for install are already in use (error -124): To successfully install the common agent on
target computers, you must ensure that ports 21080 (WebContainerPort) and 21443
(WebContainerSSLPort) are free on the target computers. If the common agent installation is attempted
on an target computer that already uses these ports, the common agent installation will fail.
For more information, you can refer to the preinstall.log file, located in the C:\Program
Files\tivoli\ep\runtime\agent\logs directory.
v A user action was not successful (error -101): This error, in the preinstall.log file might occur when
you use the InstallUtil tool. This tool manipulates the system user. Launch the tool manually in the
same way to reproduce the error. For example, C:\tcatemp\utility\InstallUtil.exe" - userexists
-user <user_name>.
Chapter 19. Common agent problems
249
Verifying that the common agent is running
A list of log files and commands that you can use to verify that the common agent is installed and
running correctly.
Follow these steps if you need to know whether the common agent is installed and running correctly.
Procedure
v Check the msgAgent.log file in the agent_installdir\logs directory for any errors that might have
occurred during installation.
v On a Windows endpoint, you can open the Windows Services control panel and look for a service
called IBM Tivoli Common Agent. Make sure that the service is started.
v At a command prompt, run the following command from the common agent installation directory:
Windows
2000
agentcli connector alive
UNIX
2000
Linux
./agentcli.sh connector alive
If the agent is running, the message The agent is alive. is displayed. If the agent is not running, the
message CLI command failed. A communication error occurred. Verify that the agent is
registered and active on port agent_port is displayed.
Common agent files deleted after installation
Files are marked for deletion upon restart when the common agent was uninstalled. These files are
deleted on restart even if they were replaced by a reinstall.
Symptoms
Files from a recently installed Tivolicommon agent are deleted after the computer is restarted.
Causes
In some cases, Windows will mark files for deletion upon the next restart if it cannot delete those files
during the uninstallation process. If a user uninstalls Tivoli Common Agent and Windows cannot delete
all the files immediately, it will mark them for deletion upon restart. If the user installs another version of
the common agent on that computer without restarting, the files that were marked for deletion will be
deleted upon the next restart of that computer.
Resolving the problem
Try to uninstall the Tivoli common agent. If the uninstall fails, follow these steps:
1. Remove the common agent service from the Windows Registry using one of the following methods:
v Method 1 (Recommended): Use the common agent utility to remove the common agent service.
agent_installdir\InstallUtil -uninstallservice -service service_name
where service_name is the name of the service listed in the Windows Services control panel. The
default service name is IBMTivoliCommonAgent0.
v Method 2: Use the Regedit program to delete the service from the Windows Registry.
2. Remove the common agent entry from the common agent registry (located in %ProgramFiles%\tivoli\
ep.reg). You might have more than one entry if you have more than one common agent on that
computer. Remove only the entry for this common agent, which you can identify by its installation
location.
250
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
3. Delete the installation directory.
4. Restart the computer.
5. Reinstall the common agent.
Reregistering a common agent
You might want to perform this operation if you are experiencing multiple connectivity or registration
problems which do not have obvious causes.
Various connectivity and registration problems can be resolved by forcing the common agent to reregister
with the agent manager. You might want to perform this operation if you are experiencing multiple
connectivity or registration problems which do not have obvious causes. Two methods are available for
performing this operation:
1. Change directory to agent_installdir/runtime/agent/bin.
2. Run the agentcli.sh/bat security renew cert command.
You can also perform the following steps:
Procedure
1. Stop the common agent.
2. Delete the contents of agent_installdir/runtime/agent/cert.
3. Verify that the agent.ssl.truststore.download parameter is set to true in file endpoint.properties
located in agent_installdir/runtime/agent/config.
4. Restart the common agent.
Cannot register common agent or resource manager
This can happen if configuration regarding the agentTrust.jks is incorrect.
Symptoms
You cannot register either the common agent or the resource manager.
Causes
This can happen if you select the installation option to provide a copy of the agentTrust.jks truststore
file to the common agent or resource manager, and then point to the wrong file. For example, you might
point to the agentTrust.jks file in the cert directory of the installation image instead of pointing to the
real file on a network share. Another possible cause is that you pointed to the agentTrust.jks file of your
production environment when the common agent or resource manager is connecting to a test
environment.
Resolving the problem
1. Copy the agentTrust.jks file from the AM_HOME/certs directory on the agent manager server to the
CA_HOME/certs directory on the common agent.
2. Restart the common agent.
Manual uninstall does not automatically update the data model
To work around this issue you will need to either run an Agent Compliance Scan or run the discovery
configuration called IBM Tivoli Common Agent Discover Device against the computer.
Symptoms
Chapter 19. Common agent problems
251
Uninstalling the common agent manually results in the status being refreshed to display stopped. The
status must be updated as uninstalled.
Causes
The common agent status will not be updated to uninstalled. The common agent uninstall will not send
a message to the provisioning server. The Agent Manager is updated.
Resolving the problem
1. To work around this issue you will need to either run an Agent Compliance Scan or run the discovery
configuration called IBM Tivoli Common Agent Discover Device against the computer. Either option
will update the common agent status and clean up the common agent information from the computer.
This is only an issue for a manual uninstall initiated from the common agent system and does not
affect the common agent uninstall initiated from the computer.
Tivoli Common Agent installation fails with invalid password
The installation will fail if the password on the target computer contains a double quotation mark.
Symptoms
The installation of the common agent on a target computer fails.
Causes
The password for the common agent on the target computer contains a double quotation mark. The
double quotation mark is not a valid character.
Resolving the problem
Do not include double quotation marks in the password.
Tivoli Common Agent installation fails if agent is already installed
This will happen if the target computer already had an agent installed that is not the currently supported
agent version.
Symptoms
The installation of the common agent returns the following error:
The response file parameter CASInstall.InstallType
contains an unsupported value or is not specified.
The value must be install or upgrade.
Causes
The target computer already had an agent installed that is not the currently supported agent version.
Resolving the problem
Uninstall the current agent from the target computer, or modify the software configuration to use an
alternative installation location. The configurations can be found on the Tivoli Common Agent Stack
software catalog entry. The software configuration can also be modified for a particular installation using
the Advanced options on the agent installation user interface.
252
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Common agents cannot communicate with agent manager
Improper setup or failed installations can prevent common agent computers from being able to resolve
the fully qualified name of the agent manager server.
Symptoms
Communication problems between the common agents and the agent manager might include, for
example, a failed ping agent, or failed subagent installations when installing the common agent.
Causes
The Domain Name Server (DNS) was not set up properly. By default, the agent manager requires the
common agent computers to be able to resolve the fully qualified name of the agent manager server.
Resolving the problem
If the target computer that you want to install the common agent on cannot resolve the fully qualified
name of the agent manager server, follow these steps:
1. Stop the provisioning server.
2. On the provisioning server, edit the AgentManager.properties file that is located in the following
directory:
$WAS_HOME/installedApps/<nodename>/AgentManager.ear/
AgentManager.war/WEB-INF/classes/resources
a. Find this line:
ARS.host=<fully qualified name>
where <fully qualified name> can be, for example, bvtwin1.torolab.ibm.com.
b. Replace the IP address with the fully qualified name, for example, 9.2.2.2. The resulting line is:
ARS.host=9.2.2.2
c. Restart the agent manager.
d. Try installing the common agent on the target computer again.
Tivoli Common Agent installation fails on Solaris SPARC target
computers
Installation will fail if the target computers are missing required SUNW packages.
Symptoms
Tivoli Common Agent installation fails on Solaris SPARC target computers with the following error
message:
COPDEX123E A AgentInstallException exception occurred. The exception was caused by the following problem:
Agent failed to install with install error: The installation process was cancelled by the user.
Causes
The target computers are missing required SUNW packages, such as SUNWxcu4.
Resolving the problem
Review the required packages for Solaris target computers listed in the Requirements for Solaris targets
topic in the Tivoli Provisioning Manager Information Center and ensure that all packages are installed. You
can verify this by running the following command on the Solaris target computers:
Chapter 19. Common agent problems
253
pkginfo -i | grep <package-name>
Registration of device manager causes Out of Memory error
Too many open connections or too large a heap size will cause errors in WebSphere Application Server.
Symptoms
Registration of device manager targets causes an OutOfMemory error. The error appears in the WebSphere
Application Server log file %WAS_HOME%\profiles\ctgAppSrv01\logs\MXServer\SystemOut.log in Windows
($WAS_HOME/profiles/ctgAppSrv01/logs/MXServer/SystemOut.log in UNIX or Linux).
Resolving the problem
Reduce the maximum number of open connections and change the heap size.
1. Log on to the WebSphere Application Server administration console at:
https://host_name:port/ibm/console/logon.jsp
where host_name is the WebSphere Application Server host name and port is the secure host port. The
default port number is 9443.
2. Change the number of open connections.
a. Navigate to Servers > Application servers > server_name > Ports.
b. Click View associated transports for the appropriate port.
c. Change the Maximum open connections setting to 2500.
3. Change the maximum heap size:
a. Navigate to Servers > Application servers > server_name > Process Definition > Java Virtual
Machine.
b. Change the Maximum Heap Size setting to 1024 MB.
254
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 20. Dynamic content delivery troubleshooting
This section will help you resolve problems with the dynamic content delivery.
Configuring dynamic content delivery
Information regarding the Dynamic Depot Selection (DDS) algorithm in dynamic content delivery.
Distribution
The Dynamic Depot Selection (DDS) algorithm in dynamic content delivery determines the best depots in
which to cache a file when it is passed into a list of target computers. It uses a configurable ratio between
depots and target computers to figure out how many depots to put in the target list.
It generates a custom target list for the deployment. You will not see this target list in the list of user
defined target lists. The default ratio between depots and target computers is 50. If you do not have more
than 50 target computers, it will only put the file on a single depot. For example, if you have 100 target
computers, and CDS_DDSS_RATIO=20 then it will try to publish to 5 depots. That is, if 5 depots have been
created.
You can change this ratio by creating a variable with the name CDS_DDSS_RATIO under Systems
Mangement > Global Settings.
Retry window
The retry window represents the time, in seconds, that a distribution is set to expire. The distribution will
expire so that the client can keep retrying the download if it fails (for example, if the management center
is too busy or the depot servers are too busy during the first try). By default, Tivoli Provisioning Manager
sets the retry value to 7200 seconds.
You can change this window by creating a variable named retryWindowSec under Systems Management
> Global Settings. The value of maxRetryIntervalSec is the maximum time to wait between retries, in
seconds. The default for this value is 30 seconds. You can change the default value by creating a variable
with name maxRetryIntervalSec and specifying its value in seconds.
Changing the data source password
Instructions on how to change the data source password in WebSphere Application Server.
These steps show you how to change the data source password in WebSphere Application Server.
Procedure
1.
2.
3.
4.
Log on to the WebSphere Application Server console.
On the Security tab, click Global Security.
Expand JAAS Configuration and select J2C Authentication Data.
Click CDSDataAuth.
5. Enter the new password. Click Apply > OK.
6. Save your changes.
© Copyright IBM Corp. 2003, 2011
255
Dynamic content delivery depots
Information regarding dynamic content delivery depots.
Symptoms
When you create a depot, ensure that you specify a directory relative to the subagents directory. If you do
not, you will receive the following error:
CTGDEC119E The cache manager sub-component detected a failure
during an I/O operation.
The error was: Unable to create directory.
The file was: C:\Program Files\tivoli\ep\subagents\cds\C:\data
Resolving the problem
Verifying that the depot is active
To check if depot is active from the dynamic content delivery management console server:
1. telnet depot-server 2100.
2. Run the command syst from the management console. The response will be:
DS:pendolino.torolab.ibm.com=1.3.0.0
Publishing files to an unavailable depot
If you try to publish a file to a depot (Depot A) that is unavailable, the dynamic content delivery
management console will look for an available depot (Depot B) from the list of depots. It will temporarily
place the published file in the available depot (Depot B). When the dynamic content delivery
management console scans all the depots, and it detects that depot (Depot A) that you tried to publish
the file to is now available, it will copy the file from the original depot (Depot B) to the intended depot
(Depot A). It will also delete the temporary file from the Depot B.
Cannot reinstall depot servers after removal
If the depot server reinstallation fails, remove GUID first and try again.
Symptoms
The reinstallation of a depot server, which has been previously deleted from the Manage Depots page
using the Remove option might fail with the following exception recorded in the agentInstall.log file:
...
com.tivoli.cas.install.common.InstallGUID, err, java.lang.Exception:
Cannot get system GUID
STACK_TRACE: 14
java.lang.Exception: Cannot get system GUID
at
com.tivoli.agentmgr.resources.GUIDHelper.getSystemGuid(GUIDHelper.java:247)
at
com.tivoli.cas.install.common.InstallGUID.saveGUID(InstallGUID.java:139)
at
com.tivoli.cas.install.common.InstallGUID.execute(InstallGUID.java:129)
at
com.installshield.wizard.RunnableWizardBeanContext.run(RunnableWizardBeanContext.java:21)
Caused by: java.lang.Exception: 231628960
at
com.tivoli.agentmgr.resources.GUIDHelper.getHostId(GUIDHelper.java:83)
at
com.tivoli.agentmgr.resources.GUIDHelper.getSystemGuid(GUIDHelper.java:241)
...
256
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Causes
The depot server was deleted and unregistered from the dynamic content delivery management center,
but the GUID is still present. The depot needs to be completely removed from that computer
Resolving the problem
Removing the GUID is recommended as a workaround to solve this problem. Follow these steps:
1. Check whether the GUID still exists by running the following command:
rpm -qa ] grep TIVguid
2. If the GUID exists, run the following command to remove it:
rpm -evv TIVguid-1.3.0-0
3. Attempt to install the depot server again.
Setting up default log cleanup
To prevent cluttering the directory in a production environment, you can enable default log cleanup of
the %TIO_HOME%\SCMCollectorAgent directory.
Log files accumulated in the %TIO_HOME%\SCMCollectorAgent directory are useful for testing purposes, but
clutter the directory in a production environment. To remedy this, you can enable default log cleanup of
the %TIO_HOME%\SCMCollectorAgent directory.
Log properties are defined in the %TIO_HOME%\config\log4j.prop file. The log cleanup in the directory
above is specified by the log level of the
com.ibm.tivoli.orchestrator.datacentermodel.helper.ComplianceHelper category in the log4j.prop file.
To enable cleanup of the %TIO_HOME%\SCMCollectorAgent directory:
Procedure
1. Add the following line to the %TIO_HOME%\config\log4j.prop file:
log4j.category.com.ibm.tivoli.orchestrator.datacentermodel.helper.
ComplianceHelper=<LOG LEVEL>
2. Set the value of <LOG LEVEL> to anything higher than DEBUG. For example, OFF, FATAL, ERROR, or WARN
are all valid entries.
Verifying that a file was published
You can check log files to verify whether a file has been published to the depot server.
After a file has been published to a depot server, you can verify whether the file was published. To do
so, look at the following logs on the endpoint:
Procedure
v cds_trace_depot.log: Search for addFile: It will indicate if the file was published.
v error-log.#.xml: This log will verify if it received a job to process. Look for a message that is similar
to this:
2006.04.24 15:08:43-05:00 JES023I Processing job: name = SPBDistribute,
requestId = 20dc8ea1d3ce11dabc68000d609d5a54
All log files for the common agent can be collected at “Log files for the common agent” on page 246
v tmp.log: This log will verify if it received a call, copyFile, to the FileManagementService. Look for a
message that is similar to this:
Chapter 20. Dynamic content delivery troubleshooting
257
2006.04.24 15:08:43-05:00 TPMFMS001I File copy:
source file: cdss://CDS_Administrator:@9.48.182.9:9453/1145908975030
target file: file:C:\WINNT\TEMP\CitScannerAgent_w2k.jar
2006/07/14 0:49:48 com.ibm.tivoli.tpm.osgi.service.impl.
FileManagementServiceImpl
copyFile INFO: TPMFMS005I File copy: Copied 711 bytes.
Logging and tracing
The cdsLog.properties file contains the logging and tracing properties for each component and
subcomponents.
The logging and tracing properties for the dynamic content delivery depot server, management center,
and client are stored locally on each component in the cdsLog.properties file. This file contains the
logging and tracing properties for the component and its subcomponents.
Enabling and disabling logging and tracing
Logging and tracing for any component is determined by the component_name.logger.message.logging
property in the cdsLog.properties file of that component. By default, logging and tracing is enabled for
all components, meaning that the component_name.logger.message.logging property is set to true by
default. To disable it, change the value to false.
For example, to disable logging and tracing for a client, set the client.logger.message.logging property
in the client cdsLog.properties file to false as shown in the following example:
client.logger.message.logging=false
Setting logging and tracing levels
Table 17. Tracing levels
Level
Description
ERROR
Only error messages are logged. No tracing is logged.
WARN
Only warning and error messages are logged. No tracing is logged.
INFO
All messages (informational, warning and error) are logged. No tracing is logged.
DEBUG_MIN
All messages are logged. Minimal tracing information is logged.
DEBUG_MID
All messages are logged. Moderate tracing information is logged.
DEBUG_MAX
All messages are logged. All tracing information is logged.
By default, the logging and tracing level of all components is set to DEBUG_MIN. To configure the logging
and tracing level of a component, set the component_name.logger.level property for that component in
the cdsLog.properties file to the required level.
For example, to set the logging and tracing level for a depot server to the maximum setting, set the
server.logger.level property in the depot server cdsLog.properties file to DEBUG_MAX as shown in the
following example:
server.logger.level=DEBUG_MAX
Configuring the size and number of files
The default size for log and trace files is 8192 KB (8 MB). When a file reaches 8 MB, it is renamed and a
new file is created. By default, three copies of each file are created:
file_name.log
The current log file.
258
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
file_name1.log
The log file previous to file_name.log.
file_name2.log
The log file previous to file_name1.log.
For example, the depot server writes messages to msg_depotserver.log. When that file reaches 8 MB, it is
renamed msg_depotserver1.log and a new msg_depotserver.log file is created. When that file reaches 8
MB, msg_depotserver1.log is renamed msg_depotserver2.log, msg_depotserver.log is renamed
msg_depotserver1.log, and a new msg_depotserver.log is created.
To configure the maximum number of log and trace files for a component, set the
component_nameFileHandler.maxFiles property for the component in the cdsLog.properties file. For
example, to set the maximum number of log and trace files for the depot server to 5, set the
serverFileHandler.maxFiles property in the depot server cdsLog.properties file as shown in the
following example:
serverFileHandler.maxFiles=5
To configure the maximum size of log and trace files for a component, set the
component_nameFileHandler.maxFileSize value for the component in the cdsLog.properties file. Specify
the value in KB.
For example, to set the maximum size of log and trace files for the depot server to 10 240 KB (10 MB),
set the serverFileHandler.maxFiles property in the depot server cdsLog.properties file as shown in the
following example:
serverFileHandler.maxFileSize=10240
Setting logging and tracing levels
Table 18. Tracing levels
Level
Description
ERROR
Only error messages are logged. No tracing is logged.
WARN
Only warning and error messages are logged. No tracing is logged.
INFO
All messages (informational, warning and error) are logged. No tracing is logged.
DEBUG_MIN
All messages are logged. Minimal tracing information is logged.
DEBUG_MID
All messages are logged. Moderate tracing information is logged.
DEBUG_MAX
All messages are logged. All tracing information is logged.
By default, the logging and tracing level of all components is set to DEBUG_MIN. To configure the logging
and tracing level of a component, set the component_name.logger.level property for that component in
the cdsLog.properties file to the required level.
For example, to set the logging and tracing level for a depot server to the maximum setting, set the
server.logger.level property in the depot server cdsLog.properties file to DEBUG_MAX as shown in the
following example:
server.logger.level=DEBUG_MAX
Configuring the size and number of files
The default size for log and trace files is 8192 KB (8 MB). When a file reaches 8 MB, it is renamed and a
new file is created. By default, three copies of each file are created:
file_name.log
The current log file.
Chapter 20. Dynamic content delivery troubleshooting
259
file_name1.log
The log file previous to file_name.log.
file_name2.log
The log file previous to file_name1.log.
For example, the depot server writes messages to msg_depotserver.log. When that file reaches 8 MB, it is
renamed msg_depotserver1.log and a new msg_depotserver.log file is created. When that file reaches 8
MB, msg_depotserver1.log is renamed msg_depotserver2.log, msg_depotserver.log is renamed
msg_depotserver1.log, and a new msg_depotserver.log is created.
To configure the maximum number of log and trace files for a component, set the
component_nameFileHandler.maxFiles property for the component in the cdsLog.properties file. For
example, to set the maximum number of log and trace files for the depot server to 5, set the
serverFileHandler.maxFiles property in the depot server cdsLog.properties file as shown in the
following example:
serverFileHandler.maxFiles=5
To configure the maximum size of log and trace files for a component, set the
component_nameFileHandler.maxFileSize value for the component in the cdsLog.properties file. Specify
the value in KB.
For example, to set the maximum size of log and trace files for the depot server to 10 240 KB (10 MB),
set the serverFileHandler.maxFiles property in the depot server cdsLog.properties file as shown in the
following example:
serverFileHandler.maxFileSize=10240
Management center log and trace files
This section describes the log and trace files that are stored on the dynamic content delivery management
center.
Location of files
By default, the management center log and trace files are stored in the following locations:
/var/ibm/tivoli/common/ctgde/logs
By default, the logging properties file for the management center is stored in the following location:
/opt/IBM/tivoli/cds/manager/logprop
Description of files
The following log and trace files are stored on the management center:
Table 19. Log and trace files for the management center
File name
Contents
cdsLog.properties
The logging properties for the management center.
msg_admingui.log
trace_admingui.log
Message and trace information for the administration user interface.
msg_cdsmgr.log
trace_cdsmgr.log
Message and trace information for download plans as well as general
message and trace information.
msg_cdssec.log
trace_cdssec.log
Message and trace information for security.
260
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 19. Log and trace files for the management center (continued)
File name
Contents
msg_distribution.log
trace_distribution.log
Message and tracing information for the distribution agent.
msg_monitoring.log
trace_monitoring.log
Message and tracing information for the monitoring agent.
msg_client.log
trace_client.log
Message and tracing information for the download applet.
msg_EPM_Install.log
trace_EPM_Install.log
Message and tracing information about the installation of the management
center.
MC_DB_Install.err
MC_DB_Install.out
Logging information about the installation of the management center
database.
MC_WAS_*
Logging information about the WebSphere Application Server settings
configured during installation and uninstallation.
msg_EPM_Install.log
trace_EPM_Install.log
Message and tracing information about the WebSphere Application Server
settings configured during installation and uninstallation.
trace_manager_install.log
Tracing information about the installation and uninstallation of the
management center.
trace_rxa.log
msg_rxa.log
Logging information about the Remote Execution and Access (RXA)
component.
CDS_DB2_install_schema.log
Logging information for the DB2 installation.
The log and trace files are in ASCII format. If an .err file displays 0 KB as file size, the file might not
necessarily be empty.
Silent installation of the management center fails
The silent installation will fail if the value of the LICENSE_ACCEPT_BUTTON parameter is not set to
TRUE.
Symptoms
The silent installation of the dynamic content delivery management center fails.
Causes
The value of the LICENSE_ACCEPT_BUTTON parameter is not set to TRUE.
Resolving the problem
To change the value of the LICENSE_ACCEPT_BUTTON parameter, follow these steps:
1. Open the cds_manager_opts file in a text editor.
2. Set the LICENSE_ACCEPT_BUTTON parameter by adding -V LICENSE_ACCEPT_BUTTON="TRUE".
3. Save the cds_manager_opts file.
4. Try the silent installation of the management center again.
Chapter 20. Dynamic content delivery troubleshooting
261
The service access points for software distribution were not created
automatically
This will occur if the tpmserver.xml and infrastructure.xml files were not successfully imported as part
of the agent installation.
Symptoms
The service access points on the Tivoli Provisioning Manager server, the file repository for the dynamic
content delivery management center, and the variables that are required for software distribution using
the scalable distribution infrastructure are not created automatically.
Causes
The tpmserver.xml and infrastructure.xml files were not successfully imported as part of the agent
installation.
Resolving the problem
1. Ensure that the tpmserver.xml and infrastructure.xml files are imported successfully as part of the
agent installation.
You can check the following log files for error or warnings. These files are located in the following
locations:%TIO_LOGS%\install (Windows) or $TIO_LOGS/install (UNIX) folders:
v
Windows
2000
– %TIO_LOGS%\install\xmlimport.log
– %TIO_LOGS%\install\xmlimport_soa.log
v
UNIX
– $TIO_LOGS/install/xmlimport.log
– $TIO_LOGS/install/xmlimport_soa.log
Published task files saving on different depot server
If the first depot server does not have enough space, published task files will also be saved on the next
server.
Symptoms
There are two servers on Tivoli Provisioning Manager server. When a file is published on the first server,
it is also published on the second depot server.
Causes
There is not enough space on the first depot server to save a file.
Resolving the problem
Make enough space on the first depot server to store a file.
Depot stack not removed on uninstall
The uninstallation of the depot does not automatically remove the depot from the dynamic content
delivery system. The depot needs to be removed manually.
Symptoms
262
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
After successfully uninstalling the depot agent stack, you find that the entry for the depot stack in Tivoli
Provisioning Manager has not been removed.
Causes
The uninstallation of the depot does not link with the removal of the depot from the dynamic content
delivery system. It will cause the depot to still exist in Tivoli Provisioning Manager even though the
depot is not available. Any files published to this depot will not get to the depot until a new depot is
installed again for the same depot instance on the same computer.
Resolving the problem
1. Navigate to the dynamic content delivery configuration page in the Tivoli Provisioning Manager web
interface. Delete the entry of the depot server where the depot agent stack is to be uninstalled.
2. Click Go To > IT Infrastructure > Provisioning Inventory > Provisioning Computers. Select the
computer where you want to uninstall the depot from. From the Select Action menu, click Uninstall
> Software Installation.
3. To verify whether the depot stack is uninstalled, go to the computer and change the directory path to:
<tca-install-dir>/runtime/agent/subagents/eclipse/plugins. If the uninstall was successful, you
will not see the com.ibm.tivoli.cds.depot.cas.CdsDepot_2.1.0.jar file any longer.
Incorrect value for the used space on a depot
The value for the used space is refreshed every 24 hours. If you do not want to wait, then the refresh can
be done manually.
Symptoms
On the Depot page, if the data directory limit value is changed, the used space value is not updated
automatically.
Causes
The value for the used space is refreshed every 24 hours.
Resolving the problem
To resolve the problem, do one of the following tasks:
v After the change is made, wait for 24 hours so that the refresh is done automatically.
v Click Refresh on the Depot Server Details window. To do this, start the Dynamic Content Delivery
console from the Select Action menu, click the Depot tab, and then click Refresh under Cache Size.
v Change the MA_DEPOT_SPACE_CHECK_INTERVAL_HOURS parameter in Management Center
Configuration to a smaller value so that the refresh is done automatically.
Note: We recommend that the last task be done by the Tivoli Provisioning Manager administrator, and
not by the user. This is because setting the MA_DEPOT_SPACE_CHECK_INTERVAL_HOURS variable to a
smaller value might have an impact on performance.
Chapter 20. Dynamic content delivery troubleshooting
263
264
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 21. Device manager service troubleshooting
This section will help you resolve problems with the device manager service.
Log file locations for the device manager console
Errors and messages are logged in the C:\console_install_dir\logs\DMconsole_stdout.log and
C:\console_install_dir\logs\DMconsole_stderr.log files.
The following log files are used by the device manager console for logging errors and messages:
v Standard out information from the device manager console is located in the C:\console_install_dir\
logs\DMconsole_stdout.log file.
v Standard error information from the device manager console is located in the C:\console_install_dir\
logs\DMconsole_stderr.log file.
HTTP Unauthorized (401) response code
The agent needs to connect on the port that is configured for SSL client authentication. and the client
certificate provided as part of the SSL handshake must be valid.
Symptoms
Agent receives an HTTP Unauthorized (401) response code.
Causes
Agent can receive an Unauthorized (401) response code for a number of reasons, including:
v The agent did not provide a client certificate as part of the SSL handshake, which can be caused by the
agent connecting in on the wrong port.
v The client certificate provided as part of the SSL handshake was revoked.
Resolving the problem
If the agent connected to the wrong port, then the agent needs to be configured to connect on the port
that is configured for SSL client authentication.
Installation, migration and removal log file locations
Locations and descriptions for log files that are used during the device manager installation.
These log files are used during the device manager installation:
Table 20. Log file locations
File name
Description
/TEMP_DIR/DMS_install.log
Contains information about the device manager
installation.
/TEMP_DIR/DMS_uninstall.log
Contains information about the uninstallation of the
device manager.
/DeviceManager/log/dms_config_trace.log
Contains detailed installation information for device
manager server and device manager database
configurations.
© Copyright IBM Corp. 2003, 2011
265
Table 20. Log file locations (continued)
File name
Description
/DeviceManager/log/dms_migrate_trace.log
Contains information about the device manager
migration.
Device manager log files
These log files contain important information, warning, and error messages and must be monitored by
the administrator. These files are self propagating and are limited in size.
Device manager log file locations
The administrator must monitor the device manager log files, which contain important information,
warning, and error messages. These files are self propagating and are limited in size.
The files are named DMSMsgn.log and DMScareMsgn.log, where n indicates the number of the message
log file that wraps between numbers 1, 2, and 3. The number of each log file indicates how new each
message is, with log files ending with 1 containing the newest device manager device managermessages
and the log files with 3 containing the oldest.
DMSMsgn.log
The log file contains messages from the device manager servlets. The log is located in the
WAS_PROFILE_DIR/logs/DMS_AppServer/DMSMsgn.log (where the n at the end is 1, 2, or 3,
and WAS_PROFILE_DIR is the WebSphere Application Server profile directory).
Log messages are also added to the trace log files so it is easier to trace the flow of actions.
DMScareMsgn.log
This log file contains messages from the device manager care applications. The log is located in
WAS_PROFILE_DIR/logs/DMS_AppServer/DMScareMsgn.log (where the n at the end is 1, 2, or
3, and WAS_PROFILE_DIR is the WebSphere Application Server profile directory).
Lightweight device manager log files
Log file locations for the Lightweight device manager.
Log file location
Lightweight device manager log files: These log files are located at: lwi_Install_Location\runtime\
base\workspace\.metadata\.plugins\com.tivoli.eDMS\.temp\com.tivoli.eDMS
Lightweight management server generates exceptions
Some device classes (plug-ins) are not configured to run with a lightweight device management server.
You might receive exceptions for the missing device classes.
Symptoms
Running a lightweight management server with DB2 generates some exceptions.
Causes
Some device classes (plug-ins) are not configured to run with a lightweight device management server.
You might receive exceptions for the missing device classes. However, a lightweight device management
server will start and run normally with its more limited set of device classes. You might also receive
exceptions if the database cannot be accessed.
266
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Manual installation of device manager hangs
This can happen if the SSL configuration is incorrect. Ensure that the properties files are on the correct
drive and that any use of a backslash on Windows is escaped with a preceding backslash.
Symptoms
A manual installation of device manager service hangs for an indefinite amount of time without an error
message.
Causes
The SSL configuration is incorrect. Ensure that the properties files are on the correct drive and that any
use of a backslash (\) on Windows is escaped, (\\). For example, here is a correct
DMSSLConfig.properties file:
TPM_KEYSTORE_LOCATION=C:\\IBM\\tivoli\\tpmfsw\\cert\\agentKeys.jks
TPM_KEYSTORE_PASSWORD=[xor] 7PfsyzDMzebo05HrTPXGxQ==
TPM_TRUSTSTORE_LOCATION=C:\\IBM\\tivoli\\tpmfsw\\cert\\agentTrust.jks
TPM_TRUSTSTORE_PASSWORD=[xor] 7PfsyzDMzebo05HrTPXGxQ==
Resolving the problem
Ensure that the SSL configuration is corrected and then manually run the device manager service
installation again.
Device manager service configuration
How to change the polling interval for lightweight runtime, and how to change runtime values.
Changing the polling interval
To change the polling interval for lightweight runtime:
1. Open the file C:\Program Files\IBM\tivoli\tpm\lwi\conf\overrides\TPMconfig.properties.
2. Edit the WAS_DMS_FEDERATED_AGENT_POLL_INTERVAL_IN_MINUTES property to reflect the interval that you
want.
3. Restart the provisioning server.
To change the polling interval for WebSphere Application Server:
1. Open the WebSphere Application Server admin console.
2. Click Environment > WebSphere Variables > server1 and the click Apply.
3. Edit the DMS_FEDERATED_AGENT_POLL_INTERVAL_IN_MINUTES property to reflect the interval that you
want.
4. Click Apply, then click Save twice.
5. Restart the provisioning server.
Changing the runtime value
The workflow JES_Parameter_Set takes three parameters:
v device id
v parameter name
v parameter value
The valid parameter names are: PollingEnabled, PollingEnd, PollingInterval, PollingStart.
Chapter 21. Device manager service troubleshooting
267
The current values for these parameters are located in the jes.properties file in the common agent.
When you run the workflow, the target computer will update the property file and then set the runtime
value without restarting the common agent.
If the common agent is not able to save the change to the property file, the workflow will fail and the
runtime value will remain unchanged. The property file has to be updated, or else restarting the common
agent or rebooting the computer will revert the file to its original value.
Troubleshooting device manager jobs
What to do if device manager jobs did not publish, submit, or process successfully.
If you encounter problems while submitting jobs, it might be because they have not been published,
submitted, or processed successfully. Follow these steps to troubleshoot any problems that you encounter:
Procedure
1. Check if publishing was successful. Look at the TIO_LOGS\console.log file on the Tivoli Provisioning
Manager server. The file might need to be replicated to the depot server. Verify that the file is on the
depot.
Note: If you do not publish explicitly, then the dynamic publishing will be used.
2. Check if the job was submitted successfully. Look at the TIO_LOGS\console.log file on the Tivoli
Provisioning Manager server.
3. On the target computer, check if a job is received for processing. Look at the ep_install_dir
error-log-#.xml file. You can check the agent log files by following the instructions at the following
link: “Information for troubleshooting software package blocks on Tivoli Common Agent computers”
on page 210. The debug mode must be turned on to see the following: INFO: JES023I Processing job:
name = SPBInstall, requestId.
4. Look for a call to the FileManagementService, copyFile: INFO: TPMFMS001I File copy:...
5. Check to see if the job has been processed, and the related status is success.
6. Check the status of the job completion event sent back to the device manager: INFO: ****RECEIVED
JOB STATUS EVENT com.ibm.tivoli.osgi.service.event.Event@109558d.
7. Check the dynamic content delivery cds_trace_client.log file. Verify the following:
a. JES requests the file from the dynamic content delivery:
com.ibm.tivoli.cds.client.protocolhandlers.cds.CDSURLConnection
getInputStream JES Job Processor
b. The package ID that is being requested:
com.ibm.tivoli.cds.client.protocolhandlers.cds.CDSURLConnection
getFile JES Job Processor CDS Client URL File id is: 1183614987043
c. The file was downloaded successfully:
com.ibm.tivoli.cds.client.protocolhandlers.cds.CDSURLConnection$CDSListener
downloadComplete Thread-45 Transfer completed. Job status=4
d. JES opens a file stream to the downloaded file:
com.ibm.tivoli.cds.client.protocolhandlers.cds.CDSURLConnection
getInputStream JES Job Processor
e. The file has been used by JES:
com.ibm.tivoli.cds.client.CDSServiceMonitor releaseFile JES Job
8. Check TIO_LOGS\console.log to see if the results were received on the Tivoli Provisioning Manager
server. Check the SDI Status Updater thread to see if the DMS Status Count is bigger than zero.
JobStatus
v JOB_STATE_QUEUED = 1;
268
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
v
v
v
v
v
JOB_STATE_SUBMITTED = 2;
JOB_STATE_CANCELLED_ALL = 4;
JOB_STATE_CANCELLED_PARTIAL = 5;
JOB_STATE_COMPLETE_ALL = 6;
JOB_STATE_COMPLETE_PARTIAL = 7;
v JOB_STATE_FAIL = 8;
v JOB_STATE_REJECTED = 9;
WorkItemStatus
v WORK_ITEM_STATUS_EXECUTING = 1;
v
v
v
v
WORK_ITEM_STATUS_COMPLETED = 2;
WORK_ITEM_STATUS_FAILED = 3;
WORK_ITEM_STATUS_CANCELLED = 4; (not used)
WORK_ITEM_STATUS_PENDING = 5; (not used)
Device manager job timing
A formula that helps you understand the amount of time that a job will take before it is completed.
Device manager job time formula
The scalable distribution infrastructure jobs will take some time to get to the target and return. Here is a
formula to help understand the time the job will take before it is completed:
(2 * DMS_F_Pi ) + JES_Pi + JT = + (optional) DI
where:
v DMS_F_Pi is the device manager federated polling interval set in the WebSphere Application Server or
the lightweight runtime.
v JES_Pi is the job execution services polling interval on the common agent. This is set in the Tivoli
Common Agent stack or in the jes.properties file on the target computer.
v JT is the time it takes the scalable distribution infrastructure job to run. This can include the time it
takes to download files, run scans, and upload results.
v DI is the time it takes the dmsresultserver to process the incoming results from all of the target
computers. It is typically a quick process, but it can take some time, depending on the number of
target computers.
Device manager tracing
How to turn on device manager tracing to collect logs that can be submitted to IBM Tivoli Software
Support.
Before you begin
The device manager logs to collect for IBM Tivoli Software Support are:
v TraceDMSn.log
v DMSMsgn.log
v SystemOut.log
v SystemErr.log
Logs are recorded in the $TIO_HOME/tioprofile/logs/server1/TraceDMS<number>.log file.
Chapter 21. Device manager service troubleshooting
269
Turning on tracing for the device manager involves editing the traceConfig.properties file by doing the
following steps:
Procedure
1. Locate the traceConfig.properties file.
v Location of the device manager only:
/opt/ibm/tivoli/tpmfsw/tioprofile/installedApps/<hostname>Node01Cell/
DMS_WebApp.ear/dmserver.war/WEB-INF/classes/traceConfig.properties
v Location of the device manager (includes all of the device manager servers in a cluster):
/opt/ibm/tivoli/tpmfsw/DeviceManager/config/dmserver.war/ WEB-INF/classes/
traceConfig.properties
2. Set the following values in the traceConfig.properties file:
v TraceLevel: Set this value to 3. The default value is 1. There are four possible TraceLevel values: 0, 1,
2, and 3, where 3 gives the most detail and 0 means that no trace messages will be shown.
v DISPLAY_ENTRY_EXIT: Set this value to true.
v MaxFileSize: Sets the maximum file size of each file. Set this value to 55555.
v MaxTraceFiles: Sets the maximum of files. When the maximum is reached, the oldest file is deleted.
Set this value to 10.
v Set tracing for all of the following device manager components to true:
– component.console=false
– component.dmserver=true
– component.event=false
– component.notification=false
– component.plugins=true
–
–
–
–
–
–
component.resultscollector=false
component.twgapi=false
component.database=true
component.enrollserver=true
component.datconverter=false
component.mcollect=false
– component.notificationhandler=false
– component.api=true
– component.userservices=true
– component.federator=true
What to do next
When the changes have been implemented, restart the server so that the changes will take effect.
Note: If you think there are problems, copy the trace files to another location so that they are not
overwritten.
Device manager trace log files
Lists of log file names, their locations, and what information they record.
Device manager trace file
The device manager trace files are named TraceDMSn.log, where n indicates the number of the trace file.
The full file path is WAS_PROFILE_DIR/logs/DMS_AppServer/DMSMsgn.log, where
270
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
WAS_PROFILE_DIR is the WebSphere Application Server profile directory.
Application server log files
The following log files are produced for device manager byWebSphere Application Server. These message
logs include messages found in the device manager log files, WebSphere Application Server messages and
possibly device manager messages (which are not logged in the device manager log files). These
application server logs might become very large, so you should frequently check them and manage their
size.
SystemOut.log
This log file gathers standard out information from the DMS_AppServer application server. The full
file path is WAS_PROFILE_DIR/logs/DMS_AppServer/SystemOut.log. You can use this log file to
determine whether DMS_AppServer was started without exceptions and to view trace messages
when tracing is active.
SystemErr.log
This file gathers standard error information from the DMS_AppServer application server. Use this
log file to view exceptions by device manager servlets that were added to the standard error
stream. The full file path is WAS_PROFILE_DIR/logs/DMS_AppServer/SystemErr.log.
WebSphere Application Server log files
The directory in which WebSphere Application Server log files are placed is determined by the
WAS_LOGS_DIR variable. This parameter is set in the Common Properties tab of the WebSphere
Application Server console. The /DMS_AppServer directory is the correct directory for an unmanaged
server deployment (single computer), unmanaged server with remote database deployment (single
computer with remote database), and proof of concept deployment.
Note: For a managed server deployment, the log files for the first device manager server in a cluster are
located in the WAS_PROFILE_DIR/Server directory.
Using the device manager console
Using the device manager console to view your jobs.
Before you begin
Ensure that the device manager application server (server1) and the TPMVirtualHost match.
The following steps describe how to use the device manager console.
Procedure
1. Log on to the WebSphere Application Server console.
2. Navigate to Servers -> Application Servers -> server1 -> Web Container Settings -> Web container
transport chains.
3. Record the WCInboundDefault port number.
4. Navigate to Environment ->Virtual Hosts -> TPMVirtualHost -> Host Alias.
5. Ensure that there is an entry for the host name and port. This is the port from step 3.
6. Restart WebSphere Application Server.
7. Launch dmconsole and specify the device manager server. For example:
<fully_qualified_hostname>:port
where port is the port number from step 3.
Chapter 21. Device manager service troubleshooting
271
8. Change the directory to dmconsole_dev and run the DMconsole.bat file. For the user name and
password, use dmadmin / dmadmin. Leave the other fields with their default values. Ignore the error
that appears.
9. In the left navigation pane, click Jobs and then click Submit.
Results
You will now be able to view your jobs. Click View > Refresh to update the data.
Verifying the device manager service installation
A command and log file that use to verify that the device manager service was installed and configured
correctly.
Follow these steps when you want to make sure that the device manager is installed and configured
correctly.
Procedure
v Run the command:
https://<fully_qualified_host_name_server>:9045/dmserver/TraceServlet?trace=set
If the installation is successful, the command returns SUCCESS!
v Check the log files for errors. The log files are located in the %WAS_HOME%\profiles\ctgAppSrv01\
logs\MXServer directory, in the DMSMsgn.log and TraceDMSn.log files (where the last n is replaced by
1).
Jobs not reaching target computer
This might happen because the device manager client is not polling. You might need to change the device
manager client configuration to solve this problem.
Symptoms
New jobs are not reaching the target computer.
Causes
The device manager client might not be polling.
Resolving the problem
You need to stop the device manager agent, remove the OSGiAgentTree.bin and OSGiAgentTree.bin.bak
files, then restart the agent. To view and change the device manager client configuration:
1. Extract the osgiagentservlet.jar file from the dms-client-subagent.tcdriver automation package.
2. Navigate to the appropriate directory for installing the osgiagentservlet.jar file:
v
Windows
2000
<agent_install_dir>\runtime\agent
where <agent_install_dir> is by default C:\Program Files\tivoli\ep.
<agent_install_dir>/runtime/agent
where <agent_install_dir> is by default /opt/tivoli/ep.
3. Install the osgiagentservlet.jar file using the agentcli command:
v
UNIX
agentcli deployer install file:C:\bundles\osgiagentservlet.jar
272
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
If the installation completed successfully, you will see a message similar to the following:
The file:C:\bundles\osgiagentservlet.jar bundle
was successfully installed.
4. Start the osgiagentservlet.jar file using the agentcli command:
agentcli deployer start file:C:\bundles\osgiagentservlet.jar
If the startup is successful, you will see a message similar to the following:
BTC3146I The file:C:\bundles\osgiagentservlet.jar bundle was
successfully started.
5. Use a browser that is in the same system as the agent to navigate to http://localhost:21080/
osgiagentservlet. The OSGi agent control panel will be displayed.
6. On the Device Information screen, check that Polling enabled is selected.
7. To change the agent account configuration, select Edit Account Configuration from Admin
Functions, on the left.
Chapter 21. Device manager service troubleshooting
273
274
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 22. Remote Execution and Access (RXA)
troubleshooting
This section will help you resolve problems with Remote Execution and Access (RXA).
Enabling RXA on Windows target computers
How to set up Remote Execution and Access (RXA) on Windows computers.
To use Remote Execution and Access (RXA) on Windows computers, do the following steps:
Procedure
1. Check if you can access c$ on the target computer. You need to be able to access \\servername\c$ to
continue.
2. Check that Windows Firewall is not blocking the required ports. See the online help for more info on
RXA and requirements to connect to Windows target computers.
3. Use Telnet to connect to port 139. If the port is listening, you will get a blank screen because port 139
does not support Telnet. If the port is not listening, the computer will pause for a short time before
generating an error message.
4. If port 139 is listening, run the command netstat -an on the target. Ensure that both TCP 135 and
TCP 139 are listening. If TCP 139 is not listening, the network interface card (NIC) must be set to
Enable NetBIOS over TCPIP.
5. Disable Simple File Sharing by doing these steps:
a. In a Windows Explorer window, click Tools > Folder Options, and then click the View tab.
b. In the Advanced settings list, clear the Simple File Sharing check box.
c. Click Apply and then click OK.
6. Enable file and printer sharing by navigating to Control Panel > Network Connections > Local Area
Connection > Properties and then selecting File and Printer Sharing for Microsoft Networks.
7. Verify that the remote registry service is running.
8. Check for blocked traffic:
a. Navigate to Control Panel > Administrative Tools > Local Security Policy.
b. Right-click IP Security Policies on Local Computer and then select Manage IP filter lists and
filter actions.
c. Select the blocked items and then click Remove.
Enabling RXA logging
To enable Remote Execution and Access (RXA) logging, edit the $TIO_HOME/config/jlog.properties file
and follow the instructions in the comments.
Procedure
1. Edit the $TIO_HOME/config/jlog.properties file.
2. Make the appropriate changes as indicated by comments inside the file.
© Copyright IBM Corp. 2003, 2011
275
RXA cannot connect with UNIX target computers
RXA does not supply SSH code for UNIX machines. You must ensure SSH is installed and enabled on
any target computer you want to access using SSH protocol.
Symptoms
Remote Execution and Access (RXA) cannot establish connections with any UNIX target computer that
has all remote access protocols (RSH, REXEC, or SSH) disabled.
Causes
RXA does not supply SSH code for UNIX machines. You must ensure SSH is installed and enabled on
any target computer you want to access using SSH protocol. Versions of OpenSSH that are version 3.71 or
newer contain security enhancements that were not available in earlier releases. In all UNIX
environments except Solaris, the Bourne shell (sh) is used as the target shell. On Solaris targets, the Korn
shell (ksh) is used instead, due to problems encountered with sh.
Resolving the problem
Ensure that you are using OpenSSH 4.4 or newer. A known issue in version 4.3 can cause problems when
the provisioning server runs Expect scripts on a target computer.
In order for RXA to communicate with Linux and other SSH targets using password authentication, you
must edit the file /etc/ssh/sshd_config file on the target computers and set: PasswordAuthentication
yes (the default is no). After changing this setting, stop and restart the SSH daemon using the following
command:
/etc/init.d/sshd stop
/etc/init.d/sshd start
In order to use SFTP for file transfers, in addition to calling SSHPProtocol.setUSESFTP(true), make sure
that the SFTP server is enabled on the target computer. Note that the location of the sftp-server directory
is dependent on your operating system. It is typically found in the following locations:
v
Solaris
2000
: /usr/lib/ssh/sftp-server
v
2000
Linux
: /usr/libexec/openssh/sftp-server
v
HPUX
v
AIX
: /opt/ssh/libexec/sftp-server
: /usr/sbin/sftp-server
The ssh_config file contains a line similar to the one below. Make sure the line that enables the
sftp-server subsystem is not commented out, and that it points to the operating system-specific location
of the sftp-server subsystem. For example:
Subsystem sftp /one_of/the_paths/shown_above
276
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 23. Administrative console troubleshooting
This section will help you resolve problems with the administrative console.
Agent Manager log files on the WebSphere Application Server runtime
Log file names and descriptions regarding the agent manager
Agent Manager installation log files
The log files generated during the installation and initial configuration of the agent manager are located
in the AM_HOME/logs directory.
Table 21. Agent manager installation log files
Log File
Description
AMReturnValues.log
Summary of return values of the steps of the agent
manager installation. If the agent manager was installed
silently, check this log for the results of each step of the
installation. If you installed using the agent manager
installation wizard, this information is displayed
automatically. If you are performing a silent installation,
check this log for a step-by-step summary of the
installation's results.
am_install.log
InstallShield MultiPlatform (ISMP) log for installing the
agent manager. Check this log first to verify that the
agent manager installed properly and that the agent
manager server is started.
am_upgrade.log
Information about whether a new installation was
performed or an existing version of the agent manager
was upgraded.
auth_stdout.log
auth_stderr.log
Standard output and standard error logs for the
AuthXMLUpgrade program.
certGen_stdout.log
certGen_stderr.log
Standard output and standard error logs for generating
the root certificate for the agent manager certificate
authority.
datastore.out
Log of the Data Definition Language (DDL) script that
creates and initializes the registry database.
datastore_stdout.log
datastore_stderr.log
Standard output and standard error logs for creating and
initializing the tables in the registry database.
ds_install.log
An ISMP log for installing the files necessary to create
the registry database.
dh_stdout.log
db_stderr.log
Standard output and standard error logs for creating the
registry database.
encrypt_stdout.log
encrypt_stderr.log
Standard output and standard error logs for the
EncryptAMProps program.
guid_install.log
guid_stdout.log
guid_stderr.log
Standard output and standard error logs for installing
the Tivoli globally unique identifier (GUID).
msg_EPM_Install.log
trace_EPM_Install.log
Messages and trace information generated during the
installation and configuration of the agent manager
applications in WebSphere Application Server.
© Copyright IBM Corp. 2003, 2011
277
Table 21. Agent manager installation log files (continued)
Log File
Description
serverStatus_out.log
serverStatus_err.log
Standard output and standard error logs for starting the
application server for the agent manager.
startserver_stdout.log
startserver_stderr.log
Standard output and standard error logs for starting the
agent manager application server under WebSphere.
jacl/amApp_out.log
jacl/amApp_err.log
Standard output and standard error logs generated while
installing the AgentManager and AgentRecoveryService
applications and WAR files. These logs are generated by
the EPMInstallApp.jacl configuration script.
jacl/appServer_out.log
jacl/appServer_err.log
Standard output and standard error logs generated while
installing the application server for the agent manager.
These logs are generated by the EPMAppServer.jacl
script.
jacl/checkcell_out.log
jacl?checkcell_err.log
Standard output and standard error logs for verifying the
cell for the WebSphere Application Server configuration.
These logs are generated by the EPMValidate.jacl script.
jacl/checknode_out.log
jacl/checknode_err.log
Standard output and standard error logs for verifying the
node for the WebSphere Application Server
configuration. These logs are generated by the
EPMValidate.jacll script.
jacl/jdbc_out.log
jacl/jdbc_err.log
Standard output and standard error logs for configuring
the WebSphere Java Database Connectivity (JDBC)
provider, data source, and J2C Authentication Data Entry.
These logs are generated by the EPMJdbcProvider.jacl
script.
jacl/ssl_out.log
jacl/ssl_err.log
Standard output and standard error logs for Secure
Sockets Layer (SSL) configuration. These logs are
generated by the EPMSSLConfig.jacl script.
jacl/virHost_out.log
jacl/virHost_err.log
Standard output and standard error logs for creating the
WebSphere virtual host. These logs are generated by the
EPMVirtualHost.jacl script.
Agent Manager uninstallation log files
The log files generated when you uninstall the agent manager are located in the AM_HOME/logs directory.
Table 22. Agent manager uninstallation log files
Log File
Description
uninstall.log
InstallShield MultiPlatform (ISMP) log for uninstalling
the agent manager.
AMUninstallReturnValues.log
Summary of return values of the steps of the agent
manager uninstallation.
msg_EPM_Install.log
trace_EPM_Install.log
Messages and trace information generated when
uninstalling the agent manager applications in
WebSphere Application Server.
Remote registry installation log files
If the registry is on a system other than the agent manager computer, install a subset of the agent
manager files on the database server to create and initialize the registry database.
278
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Table 23. Remote registry installation log files
Log File
Description
datastore.out
A log of the SQL statements that are run to create the
registry database and its tables.
ds_install.log
An ISMP log for installing the files necessary to create
the registry database.
db_stdout.log
db_stderr.log
Standard output and standard error logs for creating the
registry database. Check db_stdout.log first to see if the
registry was created successfully.
Other log files
The runtime logs for the agent manager running on WebSphere Application Server are located in the
app_server_root/profiles/profile_name/logs/app_server_name' directory, where app_server_name is the
name of the application server. By default, the name is AgentManager.
The runtime logs for the agent manager running on the embedded version of IBM WebSphere
Application Server are in the app_server_root/agentmanager/logs/app_server_name directory.
The runtime logs for WebSphere Application Server are in the app_server_root/profiles/profile_name/
logs/server1 directory.
Additional logs are in the app_server_rootprofiles/default/logs/ffdc directory, but no such directory
exists for the embedded version of IBM WebSphere Application Server.
DB2 provides several First Failure Data Capture (FFDC) facilities that log information as errors occur. The
DB2 FFDC facilities are used with command-line interface and DB2 traces to diagnose problems. The
information captured by DB2 for FFDC includes:
db2diag.log
When an error occurs, the db2diag.log file logs information about the error. This is the primary
log to use when debugging DB2 problems.
db2alert.log
If an error is an alert, entries are made in the db2alert.log file and in the operating system or
native logging facility.
dump files
For some error conditions, additional information is logged in external binary dump files that are
named after the failing process ID. These files are intended for DB2 Customer Support.
trap files
The database manager generates a trap file if it cannot continue processing because of a trap,
segmentation violation, or exception. Trap files contain a function flow of the last steps that were
executed before a problem occurred.
Other useful DB2 commands include:
db2trc This command gives you the ability to control tracing.
db2support
This command collects environment information and log files and places them into a compressed
archive file.
On WebSphere Application Server, the agent recovery service logs are in the log for the application server
server1. This is the SystemOut.log file in the app_server_root/profiles/default/logs/server1 directory.
This is true even if the WebSphere Application Server is installed in an application server other than
Chapter 23. Administrative console troubleshooting
279
server1. However, this is not true for the embedded version of IBM, on which the agent recovery services
logs are not supported.
Cannot run backup tool with WebSphere Application Server
The backup tool might not run if the agent manager is installed with WebSphere Application Server in a
version earlier than 6.0.2.15. You need to manually run the wsadmin command to run the backup tool.
Symptoms
The WebSphere Application Server backup tool will not run.
Causes
If you have the agent manager installed with WebSphere Application Server in a version earlier than
6.0.2.15 and then upgraded to the version required, it might not be possible to run the backup tool
(receiving a message saying that the control service is not available instead). You can check if this is the
cause of the problem by looking in the WebSphere Application Server wsadmin.traceout log file.
Resolving the problem
You need to manually run the wsadmin command from the location AM_HOME/tools/resources as shown in
the following line:
/wsadmin.ext -conntype NONE -lang jython -f getConfig.py
This command refreshes .jar files, and you will be able to run the backup tool after running it.
Installation or upgrade of agent manager fails with embedded version
of IBM WebSphere Application Server
If you install or upgrade the agent manager with the embedded version of IBM WebSphere Application
Server, you need to ensure that there is enough disk space for the operating system temporary directory.
Symptoms
Agent Manager fails to install or upgrade with the embedded version of IBM WebSphere Application
Server.
Causes
If you install or upgrade the agent manager with the embedded version of IBM WebSphere Application
Server, you need to ensure that there is enough disk space for the operating system temporary directory.
Resolving the problem
Ensure that your have at least this much disk space::
On
On
On
On
On
On
Windows operating systems: 200 MB
AIX operating systems: 220 MB
HP-UX 1A64: 310 MB
HP-UX PA-RISC: 250 MB
Linux operating systems: 200 MB
Solaris: 260 MB
User response: To correct the problem, change the location of the operating system temporary directory.
280
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
WebSphere Application Server JVM memory settings
The EPMAppServerMemParam.jacl script allows you to set the WebSphere Application Server JVM
parameters after installation.
Default settings
By default, the following parameters of the WebSphere Application Server JVM are set during the
installation:
initialHeapSize=6MB
maximumHeapSize=256MB
This also applies to the embedded version of IBM WebSphere Application Server.
Changing the memory settings
The EPMAppServerMemParam.jacl script allows you to set the WebSphere Application Server JVM
parameters after installation.
An example of its usage on WebSphere Application Server is listed below:
"C:\Program Files\IBM\WebSphere\AppServer\profiles\bin\wsadmin.bat"
-lang jacl
-conntype NONE
-wsadmin_classpath "C:/Program Files/IBM/AgentManager/install/lib/install.jar;
C:/Program Files/IBM/AgentManager/install/lib/jlog.jar"
-f "C:\Program Files\IBM\AgentManager\install\jacl\EPMAppServerMemParam.jacl"
-logDir "C:/Program Files/IBM/AgentManager/logs"
-propfile "C:/Program Files/IBM/AgentManager/install/AMInstall.properties"
-initialHeapSize 111
-maximumHeapSize 1234
Verifying the installation of WebSphere Application Server
User the First Steps tool to verify the installation of WebSphere Application Server.
To verify the installation of WebSphere Application Server, use the First Steps tool. This tool is located in
the app_server_root/firststeps directory. Run the appropriate file for your operating system:
Procedure
v
Windows
2000
v
AIX
firststeps.bat
2000
Linux
Solaris
2000
HPUX
firststeps.sh
Chapter 23. Administrative console troubleshooting
281
282
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 24. Other problems
This section describes how to recover from miscellaneous Tivoli Provisioning Manager problems.
Cannot create graph containing data model objects
If the graph is based on DCMOBJECTTYPE.DESCRIPTION in the Chart Options tab, then this is a current
limitation.
Symptoms
In a portlet of type All DCM Objects (generally named Data model object finder), the graph that
represents the result set is not created.
Causes
This is a base services limitation.
Resolving the problem
Click the pencil icon to open the portlet options, and then see the Chart Options tab. If it shows that the
graph is based on DCMOBJECTTYPE.DESCRIPTION, then this is a current limitation. To restore the original list
view, select a different Display By Attribute, for example Type_id, and select List View from the graph.
Error when primary Tivoli Provisioning Manager server is disabled
The file system does not release the lwi.lck file after the primary server is disabled. Reboot the
secondary server and then restart Tivoli Provisioning Manager.
Symptoms
When the primary Tivoli Provisioning Manager server is disabled and the user attempts to manually
open Tivoli Provisioning Manager from the secondary server, the following message appears:
ALR0027I: Waiting for the currently running lightweight run time to exit.
Causes
The file system does not release the lwi.lck file after the primary server is disabled.
Resolving the problem
Reboot the secondary server and then restart Tivoli Provisioning Manager.
Missing information for TPDEPLOYMENTREQUEST and WORKFLOW
The missing information does not need to be entered. No further action is necessary.
Symptoms
There is no information for Where Clause and Remarks in the DEPLOYMENTREQUESTSTATUS relationship and
Remarks information is missing from the WORKFLOW relationship when you do the following steps:
1. Click Go To > System Configuration > Platform Configuration > Database Configuration.
© Copyright IBM Corp. 2003, 2011
283
2. In the Object field, search for TPDEPLOYMENTREQUEST or WORKFLOW.
3. Click the Relationships tab.
Causes
The Where Clause is not needed for this relationship and the Remarks information is not mandatory.
Resolving the problem
Because the missing information does not need to be entered, no further action is necessary.
Turning on Admin mode is slow
Interactive user sessions or background processing might be occurring at the same time Admin mode is
turning on. It will eventually turn on if left alone, but you can also use it immediately by running the
configdb command.
Symptoms
Turning on Admin mode from the Database Configuration application takes a long time.
Causes
Interactive user sessions or background processing might be occurring at the same time Admin mode is
turning on.
Resolving the problem
Typically, if left alone, Admin mode will eventually turn on. However, if you need to quickly apply
database configuration changes, you can manually run the configdb command to get into Admin mode
without waiting.
Note: You must have login access to the installation admin workstation to run the configdb command.
Follow the steps below to quickly turn on Admin mode:
1. Stop the application server, WebSphere MX server, either using the WebSphere Administrative
Console or the command line.
2. Stop the deployment engine using the tio.cmd stop command.
3. Run the configDB command. For more information about this command, see the section called
Configuring the database in the System Administrator Guide.
Turning on auditing causes configdb script error
Turning on auditing can cause an error to occur when executing the configdb script.
Symptoms
After turning on auditing within Maximo, running the configdb script results in the following error
message:
SQLCODE=-670, SQLSTATE=54010
Causes
Resolving the problem
284
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
After auditing is enabled, the name of the auditing table is displayed in the Audit Table field.
1. Copy and paste this name in the Find field and search for this audit table.
2. Click on the audit table name in the search result.
3. Click on the arrow beside the Storage Partition field and select IBM32KSPACE.
4. Click the Save toolbar button.
5. Stop the server.
6. Run the configdb script again.
Now the script will run without error.
Tivoli Provisioning Manager does not install when terminal server is
enabled
The terminal server needs to be stopped before installing Tivoli Provisioning Manager, or else adb2.exe
application error will occur and the installation will fail.
Causes
The Tivoli Provisioning Manager installation fails with DB2 when the terminal server is enabled. There is
a db2.exe application error. The DB2 command will not work.
Resolving the problem
Stop the terminal server, restart the computer, and then install again.
Database lock timeout error
Frequently committing to a database will cause a lock timeout error. This possibility can be reduced by
changing the database registry settings.
Symptoms
You receive the following error:
COPCOM093E The JDBC driver caused an SQL exception.
COPJEE272E (Problem ID: UI449932). com.thinkdynamics.kanaha.datacentermodel
.DataCenterSystemException:
COPCOM093E The JDBC driver caused an SQL exception
Causes
This is caused by frequency committing to a database, causing a lock timeout. In the $TIO_LOGS/j2ee
file, you will find this information:
Caused by: com.thinkdynamics.kanaha.util.exception.DatabaseDeadlockException:
DB2 SQL error: SQLCODE: -911, SQLSTATE: 40001, SQLERRMC: 68
The error 68 indicates that a lock timeout occurred
Resolving the problem
To reduce the possibility of database lock timeouts, run the following commands to configure the
database registry: db2set DB2_SKIPINSERTED=YES db2set DB2_SKIPDELETED=YES and db2set
DB2_EVALUNCOMMITTED=YES_DEFERISCANFETCH
Chapter 24. Other problems
285
When you turn on these settings, remember to recycle the instance (that is, stop the database and then
start it again).
Upload server times out on idle connections to Oracle server
Firewall timeout for idle connections might sever a connection. This can cause JDBC applications to hang
while waiting for a connection.
Symptoms
The upload server might time out on an idle connection to the Oracle server if the following conditions
are met:
v The provisioning server runs on Solaris with a remote Oracle database.
v The upload server is on a separate server that connects to the Oracle server using a firewall.
If the timeout occurs, the following error message is displayed:
COPCOM093E The JDBC driver caused an SQL exception.
Causes
Firewall timeout for idle connections might sever a connection. This can cause JDBC applications to hang
while waiting for a connection.
Resolving the problem
You can perform one or more of the following actions to avoid connections from being severed due to
firewall timeout:
v If you are using connection caching or connection pooling, then always set the inactivity timeout value
on the connection cache to be shorter than the firewall idle timeout value.
v Pass oracle.net.READ_TIMEOUT as connection property to enable read timeout on socket. The timeout
value is in milliseconds.
v For both JDBC OCI and JDBC Thin drivers, use a net descriptor to connect to the database and specify
the ENABLE=BROKEN parameter in the DESCRIPTION clause in the connect descriptor. Also, set a lower
value for tcp_keepalive_interval.
v Enable Oracle Net DCD by setting SQLNET.EXPIRE_TIME=1 in the sqlnet.ora file on the server side.
Embedded messaging feature does not work on Windows 2000
The embedded messaging feature is missing the msvcp60.dll file on Windows 2000 Server platforms. The
Vcredist.exe installer will put this file into the correct location on your computer.
Symptoms
The embedded messaging feature does not work on Windows 2000. Instead, you see a message similar to
the following example:
Unable To Locate DLL The dynamic link library MSVCP60.dll could not be found
in the specified path...
Causes
The embedded messaging feature is missing the msvcp60.dll file on Windows 2000 Server platforms. The
prerequisite checker in the installer program does not check for this DLL file on the Windows 2000 Server
platform. If you select the Windows 2000 Support Tools during Windows 2000 Server installation, the
286
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
installation program for Windows 2000 Server installs the DLL file in the C:\Program Files\Support
Tools directory. The DLL file is installed during the installation of Windows 2000 Advanced Server in the
C:\WINNT\system32 directory.
Resolving the problem
From the Microsoft Visual C++ 6.0 Support Web site, follow the instructions to download the
Vcredist.exe installer. The installer will place the msvcp60.dll file in the correct location on your
computer.
Logs exceed the file system capacity on UNIX
When the log directory is on the same file system as Tivoli Provisioning Manager, it can reach or exceed
the capacity of the file system. This can prevent the application from creating new log files.
Symptoms
When the log directory is on the same file system as Tivoli Provisioning Manager, it can reach or exceed
the capacity of the file system. This can prevent the application from creating new log files.
Causes
The capacity of the file system is not large enough.
Resolving the problem
Try one of the following solutions:
v Determine whether other processes are using the file system on which the logs are located. If so, create
a dedicated file system for logging so that the file system is not affected by any process other than
logging. Refer to your operating system manual for the required procedures.
v Extend the size of the file system on which the log is located. Alternatively, free up space on the same
file system to resolve the problem for the time being.
v If current messages in the logs require attention, resolve the problems so that the messages will not be
displayed again. To prevent this problem from occurring in future, investigate and modify the size of
the file system as required.
v Manually archive the log files to increase the amount of available storage space on the file system.
v Set the maximum log file size for the console.log file and the msg.log file to a smaller value.
The provisioning server does not start on Windows
In this configuration, IBM Tivoli Directory Server might treat DB2 as if it has started, even if it has not.
Symptoms
The provisioning server does not start on Windows, and a message appears in the WebSphere
Application Server log (SystemOut.log in the %WAS_HOME%\logs\server1 directory) similar to the
following:
3c450cad LdapRegistryI E SECJ0352E: Could not get the users matching the pattern
wasadmin because of the following exception javax.naming.AuthenticationException:
[LDAP: error code 49 - Invalid Credentials]
Causes
In this configuration, IBM Tivoli Directory Server might treat DB2 as if it has started, even if it has not.
Chapter 24. Other problems
287
Resolving the problem
Try stopping your IBM Tivoli Directory Server service and then starting it again. Then start the
provisioning server again.
To prevent this problem from occurring each time you reboot:
1. Go to Start > Settings > Control Panel > Administrative Tools > Services
2. Right-click the IBM Tivoli Directory Server service and select Properties.
3. In the Start type list, select Manual.
The provisioning server does not start on Linux
When using a non-login shell on Linux, make sure that the .TCprofile script is sourced.
Symptoms
When using a non-login shell on Linux, the provisioning server does not start from GNOME or KDE
terminals. The following symptoms might appear:
1. The output of the tioStatus command shows that the deployment engine, policy engine, and the
DMS result server did not start:
ADMU0116I: Tool information is being logged in file
/opt/ibm/tivoli/tpm/tioprofile/logs/server1/serverStatus.log
ADMU0128I: Starting tool with the tioprofile profile
ADMU0500I: Retrieving server status for server1
ADMU0508I: The Application Server "server1" is STARTED
2007-10-20 21:13:29,824 INFO log4j configureAndWatch is started with
configuration file: /opt/ibm/tivoli/tpm/config/log4j-util.prop
2007-10-20 21:14:00,115 INFO COPCOM422I The deployment engine is not started.
2007-10-20 21:14:00,986 INFO COPCOM424I The policy engine is not started.
2007-10-20 21:14:00,989 INFO COPCOM484I The agent shell server is started.
2007-10-20 21:14:01,000 INFO COPCOM560I The activity plan engine is started.
2007-10-20 21:14:01,002 INFO COPCOM585I The SOAP service is started.
2007-10-20 21:14:01,018 INFO COPCOM588I The DMS Result Server is not started.
2. Displaying the value of the LD_LIBRARY_PATH environment variable from a command shell (for
example, echo $LD_LIBRARY_PATH) returns null.
3. A message appears in the $TIO_LOGS/console.log file:
COPCOM093E The JDBC driver caused an SQL exception.
com.thinkdynamics.kanaha.datacentermodel.DataCenterSystemException:
COPCOM093E The JDBC driver caused an SQL exception.
...
Caused by: com.ibm.db2.jcc.a.SqlException:
Failure in loading T2 native library db2jcct2
at com.ibm.db2.jcc.t2.a.a(a.java:31)
at com.ibm.db2.jcc.t2.T2Configuration.<clinit>(T2Configuration.java:75)
at com.ibm.db2.jcc.DB2SimpleDataSource.getConnection
(DB2SimpleDataSource.java:183)
at com.ibm.db2.jcc.DB2SimpleDataSource.getConnection
(DB2SimpleDataSource.java:144)
at org.apache.commons.dbcp.DataSourceConnectionFactory.createConnection
(DataSourceConnectionFactory.java:42)
at org.apache.commons.dbcp.PoolableConnectionFactory.makeObject
(PoolableConnectionFactory.java:290)
at org.apache.commons.pool.impl.GenericObjectPool.borrowObject
(GenericObjectPool.java:771)
at org.apache.commons.dbcp.PoolingDataSource.getConnection(
PoolingDataSource.java:95)
at com.thinkdynamics.kanaha.datacentermodel.inprocess.
ConnectionManager.getConn(ConnectionManager.java:93)
Causes
288
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
When starting from a non-login shell, .TCprofile is not sourced and therefore LD_LIBRARY_PATH is not set
properly.
Resolving the problem
To make sure that the .TCprofile script is sourced on non-login shells, add the following lines to the
.bashrc file in the home directory for tioadmin (for example, /home/tioadmin/.bashrc). In the lines
below, you must replace /opt/ibm/tivoli/tpm/ with TIO_HOME on your system.
# The following three lines have been added by IBM Tivoli
if [ -f /opt/ibm/tivoli/tpm/.TCprofile ]; then
. /opt/ibm/tivoli/tpm/.TCprofile
fi
To ensure that the .TCprofile script does not run twice, remove the above lines from the .bash_profile
and .profile files in the tioadmin home directory.
Remote connection to database hangs when database server is on a
multiprocessor computer
There might not be enough connection managers allocated from the database server. Provide additional
connection managers and take the number of processors into account when calculating the value of a
given computer.
Symptoms
When the database server is on a multiprocessor computer, the remote connection to the database might
hang. The database server then logs the following error in the db2diag.log file:
DIA3208E Error encountered in TCP/IP protocol support. TCP/IP function "accept".
Socket was "920". Errno was "10061".
Causes
Not enough connection managers are allocated from the database server.
Resolving the problem
1. Update the database registry DB2TCPCONNMGRS to enable the database server to provide additional
connection managers.
2. Considering that DB2TCPCONNMGRS takes values between 1 and 8, use the following formula to
determine the value of a given computer:
Calculate the square root of the number of processors and then round up to a maximum value of 8.
3. Run the following command to update the registry:
db2set DB2TCPCONNMGRS=<value_calculated>
4. After changing the registry value, restart DB2 as follows:
db2stop force
db2start
For more information, refer to the DB2 product documentation.
Java exceptions from incorrect SOAP parameters
Use the detailed error message from Tivoli Provisioning Manager to determine the cause of the problem.
Symptoms
Chapter 24. Other problems
289
When you submit an incorrect SOAP parameter from the command line, Tivoli Provisioning Manager
returns an error message. A detailed Java exception message is also displayed.
Causes
A SOAP client can be run on a computer other than the Tivoli Provisioning Manager server. In such a
scenario, the SOAP client is a thin client that has no message log available.
Resolving the problem
Tivoli Provisioning Manager presents the complete Java exception message as well, so you will have the
detailed feedback that you might need. This can be helpful if you build your own SOAP client based on
the Tivoli Provisioning Manager application programming interface.
Cannot import XML
Shut down Tivoli Provisioning Manager before you run an XML import, and then restart it when the
XML import is completed.
Symptoms
Tivoli Provisioning Manager does not function as you would expect when you run an XML import while
all the Tivoli Provisioning Manager processes are running.
Causes
Tivoli Provisioning Manager processes cache some information, and they depend on JMS messages for
notification when events occur (for example, when the system runs logical management operations and
workflows). However, an XML import does not send any notifications to the Tivoli Provisioning Manager
processes. It just loads the database.
Resolving the problem
Shut down Tivoli Provisioning Manager before you run an XML import, and then restart it when the
XML import is completed. Refer to the following topics for instructions on how to start and stop Tivoli
Provisioning Manager:
v
Windows
2000
v
UNIX
Starting and stopping the provisioning server on Windows
2000
Linux
Starting or stopping the provisioning server on UNIX® or Linux®
Slow response time on Windows 2003 Enterprise Edition
The page file size might be too small if your operating system has 4 GB of physical memory.
Symptoms
You might experience slow response times when running Tivoli Provisioning Manager on Windows 2003
Enterprise Edition operating system environments with 4 GB of physical memory.
Causes
The page file size might be too small.
Resolving the problem
290
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
You can obtain better performance by increasing the page file size beyond the 4095 MB page file size
limit that Windows 2003 sets as default. To do this:
1. Set the /PAE flag in your boot.ini file. You can add the PAE switch as shown below:
[operating systems]
multi(0)disk(0)rdisk(0)partition(1)\WINDOWS="Windows Server 2003, Enterprise"
/noexecute=optout /fastdetect /PAE
Note: The c:\boot.ini file is a write-protected system file. You might have to change the file
permissions to edit it.
2. Open Windows Registry and change the key value of the registry key that controls the page file:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\SessionManager\MemoryManagement. Set the
PagingFiles value to c:\pagefile.sys 3069 8192.
3. Restart your computer.
The information center for non-English languages is displayed in
English
The information center is English by default. Download a version of the information center that is in your
preferred non-English language.
Symptoms
When you click Information Center on the web interface, the information center displays in English,
even if the provisioning server was installed in a different language.
Causes
The information center is English by default.
Resolving the problem
Download a version of the information center that is in your preferred non-English language. To do this:
1. Set your browser to the locale for your language.
2. If not already in the information center from the Internet, go to the information center at
http://publib.boulder.ibm.com/infocenter/tivihelp/v20r1/.
3. On the Welcome page, under the Documentation updates heading, click Tivoli documentation.
4. Select Downloads from the lower left of the Contents list.
5. Follow the instructions provided to update the information center included with the product.
Password policy is set to never expire during base services
installation
Symptoms
The following message appears in the base services installation log files:
The password has been successfully set to NEVER EXPIRE
for user db_user on host_name machine
where db_user is the database runtime user. The default value is maximo.
Causes
Chapter 24. Other problems
291
The message indicates that the user is configured so that the account does not lock during the install
process. Thebase services installer did not change the password policy you configured.
Troubleshooting router and switch login failures
You will not be able to log in to Cisco routers and switches if you use the greater than symbol (>) or
number sign (#) characters in the router, or if you switch login prompts.
Symptoms
You are unable to log in to Cisco routers and switches if the routers or switches have the greater than
symbol (>) or the number sign (#) in them. You are also unable to log in if you switch login prompts.
Causes
Cisco routers and switches which use a greater than symbol (>) or a number sign (#) in the login banner
are not supported.
Object selection is cleared after searching for another object
You can either search for and add one object at a time, or use multiple search items in a field, separating
them with "and" symbols (&) or commas (,).
Symptoms
If you select an object in a dialog or a table, and then search for a different term, your original item
selection is cleared.
Causes
Only the last searched object (or objects) is displayed when searching.
Resolving the problem
You can either search for and add one object at a time, or use multiple search items in a field, separating
them with "and" symbols (&) or commas (,).
Default insert site configuration does not take effect or is not
persistent for the user
This can occur if the default insert site has not been configured. If it has been configured, then the
configuration might not have taken effect.
Symptoms
You receive the error BMXAA0012E - Cannot insert/update a record without a default insert site
when trying to do an action that requires a default insert site to be configured. This can occur even if you
do have a default insert site configured, but is not active.
Causes
This can occur if the default insert site has not been configured. If it has been configured, then the
configuration might not have taken effect (for example, you have not logged out of your sessions yet).
292
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Additionally, configuration and usage of sites in conjunction with the MAXADMIN user (that is, the user is
configured for mxe.adminuserid) could cause system problems because background sessions for that user
might be active frequently.
Resolving the problem
All of your sessions must be logged out in order for the default site configuration to take effect. If you
are not able to log out properly (for example, because of a disconnected network or because you closed
the browser without signing out), the configuration will take effect after all of your sessions have timed
out or after the server is restarted.
Note: We do not recommended that you use the MAXADMIN ID (mxe.adminuserid) in conjunction with any
configuration or operations requiring site configuration.
Error running the versionInfo command
The versionInfo command is not supported for Windows-64 bit computers.
Symptoms
An error occurs when you run the versionInfo command on a Windows 64–bit computer.
Causes
This command is not supported for Windows-64 bit computers.
The network discovery fails
The network discovery fails because networking information is missing or not configured for an AIX
WPAR.
Symptoms
Running a network discovery fails with errors indicating that there are problems with the networking
configuration on an AIX WPAR target computer.
Causes
An AIX WPAR virtual server might be missing networking information, or the networking information is
not configured correctly.
Resolving the problem
Fix the networking configuration of the AIX WPAR and then run the network discovery again.
Logged errors after using the tio.cmd command
This is normal behavior that comes after running the above commands. Disregard the Failed to connect
to server errors.
Symptoms
After starting the provisioning server using the tio.cmd start command and then stopping the
provisioning server using the tio.cmd stop command, errors are found in the console.log and trace.log
files.
Chapter 24. Other problems
293
Causes
This is normal behavior that comes after running the above commands.
Resolving the problem
Disregard the Failed to connect to server error messages.
Error messages are displayed in English while working in a
non-English locale
This is a localization issue. You need to change a setting in WebSphere Administrative Console to display
error messages in the language of your locale.
Symptoms
You are working in a non-English locale, and error messages are only being displayed in English.
Causes
This is a localization issue.
Resolving the problem
To resolve this issue:
1. Log on to the WebSphere Administrative Console
2. In the left panel, click Servers > Application Servers.
3. In the right panel, click MXServer > Java and Process Management > Process Definition -> Java
Virtual Machine.
4. Add your TIO_HOME/nls path into the class path field.
5. Click Apply > Save to save your change.
6. Return to the Application Server page, and select MXServer. Stop the server and then restart it.
All error messages must now be displayed in the language of your locale.
Editing text files changes permissions
Various factors can change permissions when editing text files.
Symptoms
Files in a UNIX or Cygwin environment have specific permissions for the owner of the file, the group for
the file, and other users.
Causes
There are various factors that can cause can change the permissions of a file. Consider the following
factors when editing text files:
v Default user permissions. Each user has default permissions for files that they create, and those
defaults can be changed with the umask command. This means that file permissions for the user who
created a file can be different than the permissions for another user. If you edit a file in Cygwin using
an editor such as vi, it is recommended that you log on as the owner of the file.
v If you are using a text editor that automatically creates file backups, your updated file might have
different permissions than the original file.
294
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
You can check the current permissions of a file in Cygwin by typing the following command:
ls -l filename
where filename is the name of the file.
Resolving the problem
If you need to edit text files, ensure that the updated file retains the original file permissions.
COPCOM618E error for Windows computers configured with Federal
Desktop Core Configuration
If the target computers that you manage have Microsoft Windows XP or Microsoft Windows Vista
installed and are configured with Federal Desktop Core Configuration (FDCC), these computer cannot
communicate with the provisioning server.
Symptoms
The following message might be displayed in Status of my recent provisioning workflows in the Start
Center:
COPCOM618E The network discovery could not find any of the specified resources.
Resolving the problem
Microsoft Windows XP:
1. Run the following command:
gpedit.msc
2. Expand Local Computer Policy > Computer Configuration > Administrative Templates > Network
Connections > Windows Firewall > Standard Profile.
3. Ensure that Windows Firewall: Do not allow exceptions is Not Configured.
4. Ensure that Windows Firewall: Allow file and printer sharing exception and Windows Firewall:
Allow local port exceptions are Enabled.
5. Expand Local Computer Policy > Computer Configuration > Windows Settings > Security Settings
> Local Policies > Security Options.
6. Ensure that Network security: LAN Manager authentication level is set to Send NTLMv2 response
only.
7. Open Windows Firewall in the Control Panel.
8. Add the following port numbers. ClickExceptions > Add port.
9045
9046
9510
9511
9512
9513
9514
9515
Microsoft Windows Vista:
1. Run the following command:
gpedit.msc
2. Expand Local Computer Policy > Computer Configuration > Windows Settings > Security Settings
> Local Policies > Security Options.
Chapter 24. Other problems
295
3. Ensure that Network security: LAN Manager authentication level is set to Send NTLMv2 response
only.
4. Ensure that User Account Control Admin Approval Mode for the Build-in Administrator account is
set to Disabled.
5. Expand Local Computer Policy > Computer Configuration > Windows Settings > Security Settings
> Windows Firewall with Advanced Security > Windows Firewall with Advanced Security - Local
Group Policy Object > Inbound Rules.
6. Create a new inbound File and Print Sharing rule, which will allow SMB inbound traffic.
7. Create a new inbound Protocol and Ports rule for following TCP ports:
9045
9046
9510
9511
9512
9513
9514
9515
Shell command error when running workflow
This problem only applies when Tivoli Provisioning Manager is installed on a Windows operating
system, and is caused when bash startup files are edited using a DOS-based editor.
Symptoms
A provisioning task or provisioning workflow fails with the following message:
-bash: $’\r’: command not found
Causes
This is an issue that only applies when Tivoli Provisioning Manager is installed on a Windows operating
system, and occurs when you manually start Cygwin. If you edited a bash startup file such as .bashrc or
/etc/profile with a DOS-based editor, then the line endings might have changed to CR/LF instead of LF,
which causes the error to occur.
Resolving the problem
To resolve this error, open the file that you edited using Vendor Independent Messaging (VIM), insert the
line :set ff=unix, and then save the file.
Alternatively, you can solve this problem by running the following lines in the command prompt:
dos2unix /etc/profile
dos2unx .bashrc
Manually restart the Cygwin shell to verify that the error has been solved.
296
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
Chapter 25. Messages
System events taking place within Tivoli Provisioning Manager are recorded as text messages in message
logs. This section lists and describes the messages and message logs.
Message logs
Message logs record Tivoli Provisioning Manager system events as text messages so they can be reviewed
later by customers or by IBM Tivoli Software Support. Typically, messages are used to provide
information about how the system or application is performing, and to alert the system administrator to
exceptional conditions when they occur. If an error occurs, you can check the message logs for
information about the error, the cause of the error, and possible resolutions for the error.
Message logs have the file name msg.log, and are stored in the subfolder for each software component.
Messages are localized based on the locale configured on the provisioning server. There are multiple
levels of message logs, and they can be filtered by message log level and software component.
Note: Variables in a message are represented by Value_n where n is a unique value within the message.
Message elements
Each message includes a message ID, message text, and explanation text. Some messages also include
action text when the user can take an action.
Example:
COPDEX101E: A security exception occurred while the system parsed the profile XML file:
Explanation: The ITM Obtain OS Profiles provisioning workflow generates an XML file that
contains the list of profiles installed in Tivoli Management Agent. This profile XML file is copied
to Tivoli Provisioning Manager and then it is parsed by the Profile XML Parser. The XML parser
cannot read the profile XML file because a security error occurred. This is a file permissions issue.
Either the parent directory of the profile XML file is missing appropriate file permissions, or the
profile XML file is missing the appropriate file permissions.
Operator response: Verify that the login user is assigned read and write access to the parent
directory of the ProfileXMLParser.
Message ID
String of 10 alphanumeric characters that uniquely identifies the message. In the preceding
example, the message ID is COPDEX101E.
Message text
Explains the reason for the message, what the message means, and possible causes of the
message with recommended steps you can take (for those messages that require some action on
your part). In the preceding example, the message text is: A security exception occurred while the
system parsed the profile XML file.
Explanation
Contains additional information about the cause of the message, and describes the action that the
system took or will take. In the example, the explanation follows the label Explanation.
Action
Describes what you must do to proceed, to recover from the error, or to prevent a problem from
occurring. Actions can include:
© Copyright IBM Corp. 2003, 2011
297
Action title
Description
System Action
Describes the reaction of the system to the condition that
caused it to display this message.
Operator Response
Describes what response you might be able to take.
Administrator Response
Describes what response a system administrator might
be able to take.
Programmer Response
Describes what response a system programmer might be
able to take.
In the example, the action follows the label Operator Response.
Note: Variables in a message are represented byValue_n where n is a unique value within the message.
Message ID format
The message ID consists of 10 alphanumeric characters that uniquely identify the message. Each message
ID includes:
v
v
v
v
A 3-character product identifier
A 3-character component or subsystem identifier
A 3-digit serial or message number
A 1-character type code indicating the severity of the message
The sequence of the alphanumeric characters in the message ID is COPYYY###Z where:
v COP is a three-character release-independent product identifier. The system uses this product identifier
to identify the relevant subdirectory that contains serviceability information when using the Tivoli
Common Directory.
v YYY is the subsystem code.
Table 24. Subsystem codes
Code
Subsystem
APM
Activity plan applet
COM
Common
DEX
Deployment engine
DSE
Discovery
GRP
Group management
INF
Infrastructure
JDS
Job distribution service
JEE
J2EE. TheTivoli Provisioning Manager code that runs on
the WebSphere Application Server.
NET
Network management
PCH
Patch management
QLX
Data model query language exception
SRV
Server management
SWD
Software deployment
TCA
Tivoli Common Agent
TDM
Automation package manager
TSK
Provisioning task management
UTL
Utilities
298
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC1007E • BTC1010E
v ### is 3-digit unique serial or message number.
v Z is the severity code indicator.
Table 25. Severity codes
Severity code
Description
I
Informational message. The message provides
information or feedback about normal events that have
occurred or are occurring, but do not require you to take
action. The message might also request that you provide
information in instances where the outcome of the
information you provide will not be negative.
W
Warning message. The message indicates that potentially
undesirable conditions have occurred or could occur, but
the program can continue. Warning messages might ask
you to make a decision before processing continues.
E
Error message. The message indicates an error that
requires an intervention or correction before the program
can continue.
Messages
The section contains a list of possible messages that you might encounter while using the product. The
messages are listed according to the identifier of the product feature or component that produces the
message.
BTC
This section lists the messages for the Tivoli Common Agent Services.
BTC1007E
The system failed to access the
properties that are needed to perform
registration. Verify that the registration
properties exist in the
endpoint.properties file.
BTC1008W
An error occurred when the common
agent registration service attempted to
access an important registration
parameter. The default value value will
be used.
Explanation: The common agent registration service
was unable to register the common agent because the
necessary properties could not be accessed. The
endpoint.properties file might be corrupted or missing.
Explanation: The common agent registration service
was unable to access an important registration
parameter. The endpoint.properties file might be
corrupted or missing.
System action: If the common agent cannot register, it
will not be able to communicate with the agent
manager. The product subagent bundle will not be able
to provide data to its resource manager.
System action: The common agent registration service
will attempt to access the properties file again. If the
next attempt is unsuccessful, the service will use the
specified default value for this parameter.
Administrator response: Check the
endpoint.properties file to make sure that it is not
corrupted and that the properties it contains are correct
for your environment. If necessary, correct the
information in the properties file. Then stop and restart
the common agent on the machine.
Administrator response: Check the
endpoint.properties file to see if it is corrupted or
missing. If the parameters in the endpoint.properties
file are correct, stop and restart the common agent. If
the error continues, contact customer support.
BTC1010E
The common agent registration service
failed to obtain a certificate and key
pair from the agent manager.
Explanation: The common agent registration service
Chapter 25. Messages
299
BTC1011E • BTC1032E
was unable to obtain the security certificate and key
pair from the agent manager.
properly, and other products will not be able to use its
functionality.
System action: The common agent is unable to
initialize security credentials. If this continues, the
common agent will send a notification to the agent
recovery service.
System action: The common agent will not start.
Administrator response: Check the agent manager
logs to find information that might help you diagnose
the problem. Security issues should be resolved as soon
as possible.
BTC1011E
A failure occurred while accessing the
key store. The common agent was
unable to store the certificate on the
local machine.
Explanation: The common agent registration service
was unable to store the security certificate on the
common agent machine. This might be caused by a
network problem, or the machine might be offline.
System action: The common agent will not be able to
make nor accept secure network connections. The
common agent will send a notification to the agent
recovery service.
Administrator response: Make sure the machine is
running and is reachable through the network.
Administrator response: Look for other messages in
the log that might be preventing the registration.
Review the common agent registration server log.
Resolve the problem with common agent registration
server. Then, restart the common agent.
BTC1027E
Explanation: If existing credential are not valid, this is
an unrecoverable error. If existing credentials are valid,
the common agent will still be able to run.
System action: The common agent will fail if existing
credentials are not valid.
Administrator response: The certificates were not
renewed. Check the common agent registration server
logs to determine the cause of the credential renewal
failure. Resolve the problem. Then, if the common
agent has been stopped, restart it. If the common agent
is running, reissue the certificate renewal request.
BTC1029E
BTC1012E
The encryption algorithm was not
found. The JVM might not support
variable or variable . Changing JVMs or
JSSE providers might resolve this issue.
Explanation: The required encryption algorithm was
not found. The encryption algorithm is necessary for
proper security authentication.
System action: The common agent will not start
unless this problem is resolved.
Administrator response: Make sure the JVM that is
shipped with the common agent is being used.
BTC1021E
The common agent registration failed. It
will wait number seconds before
attempting to register again.
Explanation: The common agent was not able to
register. It will wait, and try again.
Administrator response: No action required.
BTC1023E
The common agent was unable to
register and obtain the necessary
security credentials. All possibilities
have been exhausted at host host_name ,
port number . This error is being sent to
the agent recovery service.
Explanation: The resource manager will not work
300
The common agent failed to renew
client credentials with the common
agent registration service name at port
number .
The common agent failed to update the
certificate revocation list because a
failure occurred when it tried to get the
trust managers from the trust certificate
file.
Explanation: The trust certificate file might be missing
or corrupted.
System action: The certificate revocation list was not
updated. This can cause an SSL connection
handshaking failure.
Administrator response: Delete the trust certificate
store file, and then, attempt to register the common
agent. The trust certificate store file is automatically
created during registration.
BTC1032E
An error occurred when the system
bundle attempted to regenerate the host
ID while resetting the common agent.
Explanation: The error occurred during the
regeneration of the host GUID.
System action: The new identity of the common agent
has not been completed. The registration has not been
performed.
Administrator response: To force re-registration,
delete the agentKeys.jks file, and then, restart the
common agent. It will obtain a new certificate. Check
the common agent to verify that it is still operational.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC1045E • BTC1048E
BTC1045E
The security service failed to obtain the
common agent description.
Explanation: The registration is missing the common
agent description. The description is required. If the
description is missing, the registration will fail.
System action: The registration failed because the
common agent description is missing.
Administrator response: The agent_mgrclient bundle
might not be deployed correctly within the common
agent framework. Try to reinstall the common agent or
contact customer support.
BTC1046E
The common agent failed to validate
security credentials.
Explanation: Either the credentials are currently not
valid, or the ID information in the credentials is
incorrect.
System action: Communication from the common
agent will fail.
Administrator response: Update the common agent
with valid credentials.
BTC1047E
The common agent failed to renew its
security credentials.
Explanation: The common agent failed to renew its
certificate with the certificate authority of the agent
manager. This message appears if one of the following
conditions is met: The certificate renewal port of the
agent manager could not be reached, either because it
is not active, an error exists involving network
configuration, or the service location information stored
in the common agent properties file is incorrect. The
common agent does not trust the agent manager
certificate authority because the current certificate used
by the agent manager certificate authority does not
exist in the common agent truststore. The common
agent certificate is not valid. The operating system
GUID or the installation location of the common agent
has been modified since the initial registration. The
change is causing the client authentication that is
required for the certificate renewal to fail. The common
agent certificate has expired. This might have caused
the client authentication that is required for the
certificate renewal to fail. The common agent certificate
has been revoked. This might have caused the client
authentication that is required for the certificate
renewal to fail.
System action: The common agent will continue to
run with its existing credentials. Attempting to contact
the common agent might result in a failure, particularly
if its credentials are not valid.
Administrator response: Attempt to determine which
condition that was described in the explanation is met.
Check for exceptions and associated messages in the
trace output file, traceAgent.log, to help find the
problem. If the log indicates that the common agent
was not able to contact the certificate renewal port of
the agent manager, make sure the agent manager is up
and running, ensure that the location information
stored in the common agent properties file is correct,
verify that the agent manager can be reached from the
common agent using the host name specified in the
common agent properties file, and make another
attempt to renew its certificate. If the log indicates that
the SSL handshake between the common agent and the
agent manager failed, either the common agent does
not trust the agent manager, or the common agent
credentials are not valid. Attempt to resolve the
situation by completing the following steps: Shutdown
the common agent. Backup and delete the contents of
the cert directory. Place the agentTrust.jks file from the
agent manager in the empty cert directory. Start the
common agent. Since the cert/agentKeys.jks file does
not exist, the common agent will attempt to register
again. If the common agent has the correct registration
password, and the agent manager allows duplicate
registration, the common agent should register
successfully and receive a new certificate. If the
common agent does not have renewed or new
credentials after completing the steps above, contact
customer support.
BTC1048E
The common agent failed to renew its
certificate revocation list.
Explanation: The common agent failed to renew its
certificate revocation list with the certificate authority
of the agent manager. One of the following reasons
might be the cause of the failure: The certificate
revocation list port of the agent manager cannot be
reached, either because the agent manager is not active,
an error exists in the network configuration, or the
service location information stored in the common
agent properties file is incorrect. An error occurred on
the agent manager while constructing a new certificate
revocation list.
System action: The common agent will continue to
run with its existing certificate revocation list. However,
various components, for example, resource managers
with revoked certificates will be able to successfully
contact the common agent and invoke operations on
the common agent.
Administrator response: Attempt to determine if the
certificate revocation list renewal failed because the
common agent was not able to reach the certificate
revocation list port of the agent manager. Check the
traceAgent.log file for exceptions and messages. If the
log indicates that the common agent was not able to
contact the certificate revocation list port of the agent
manager, do the following: Make sure the agent
manager is up and running. Make sure the location
information stored in the common agent properties file
is correct. Make sure the agent manager can be reached
from the common agent using the host name specified
in the common agent properties file. Make another
Chapter 25. Messages
301
BTC1049E • BTC2202E
attempt to renew the certificate revocation list. If the
log indicates that a problem occurred on the agent
manager, check the agent manager log file for
associated exceptions and error messages. If the
problem persists, contact customer support.
BTC1049E
The common agent failed to reset its
GUID and security credentials.
Explanation: The common agent failed to reset its
operating system GUID and register for a new
certificate. This message appears if one of the following
conditions is met: An error occurred while resetting the
operating system GUID. The registration port of the
agent manager could not be reached because either the
agent manager is not active, an error exists involving
network configuration, or the service location
information stored in the common agent properties file
is incorrect. The common agent does not trust the agent
manager certificate authority because the current
certificate used by the agent manager certificate
authority does not exist in the common agent
truststore. The common agent made another attempt to
register with the incorrect registration password.
System action: The common agent will continue to
run with its existing credentials. Depending on whether
or not the operating system GUID was successfully set,
those credentials might be not valid because the
identification information stored in the certificate might
not match the information of the common agent and its
underlying system. Credentials that are not valid will
not block components from successfully contacting the
common agent. However, the common agent will be
unable to invoke operations on the agent manager that
require client authentication For example, renewing
certificates and sending status updates will not be
allowed.
Administrator response: Examine the traceAgent.log
trace output file and attempt to determine which one of
the conditions mentioned in the explanation invoked
the message. If the log indicates that the common agent
was not able to contact the registration port of the
agent manager, do the following: Make sure the agent
manager is up and running. Make sure the location
information stored in the common agent properties file
is correct. Make sure the agent manager can be reached
from the common agent using the host name specified
in the common agent properties file. Make another
attempt to register the common agent. If the log
indicates that the SSL handshake between the common
agent and agent manager failed because the common
agent did not trusting the agent manager, attempt to
resolve the problem by doing the following: Shutdown
the common agent. Backup and delete the contents of
the cert directory. Place the agentTrust.jks file from the
agent manager in the empty cert directory. Start the
common agent. Because the cert/agentKeys.jks file is
missing, it will attempt to register. If the common agent
has the correct registration password, the registration
should be successful, and the common agent should
302
receive a new certificate. If the agent manager rejected
the password supplied by the common agent, update
the Registration.Server.PW property in the common
agent properties file, and attempt to register again. If
resetting the GUID failed, or the problem persists,
contact customer support.
BTC1058E
The common agent registered with the
agent manager, but the credentials are
not valid because the common agent
and the agent manager clocks are not
synchronized.
Explanation: The validation dates for the certificate
are set using the agent manager clock, but the clock on
the common agent has one of the following problems:
It is earlier than the not valid before date in the
certificate. It is later than the not valid after date, or
expiration date in the certificate.
System action: Without valid credentials, the common
agent will not function correctly. Local command-line
interface commands will not work. Resource managers
with clocks that are synchronized with the agent
manager will be unable to contact the common agent.
Direct interaction with the agent manager might also
fail.
Administrator response: To correct this problem:
Verify that the clock on the agent manager server is
correct. If necessary, update the clock and restart the
agent manager. Stop the agent. If the agentKeys.jks file
exists, delete it from the cert directory on the common
agent. Change the clock on the computer where the
common agent is installed to match the clock on the
agent manager server. Set the clocks to local time. Time
zones are not important because the values are
compared in coordinated universal time (UTC). Start
the agent. The agent will register again when it starts.
BTC2201E
The system encountered an error while
reading the common agent configuration
properties. Verify that the file_name file
exists in the config directory on the
common agent.
Explanation: A required properties file does not exist.
System action: The common agent will be unable to
register or contact the agent manager.
Administrator response: Reinstall the common agent
or contact customer support.
BTC2202E
The system was unable to retrieve the
host name for this common agent.
Explanation: The common agent failed to retrieve an
object representing the IP address of its underlying
system.
System action: The common agent will continue to
run without any knowledge of the IP address of its
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC2203E • BTC3001E
underlying system. If the IP configuration of its
underlying system is incorrect, network
communications involving the common agent will not
work.
Administrator response: Verify that the IP
configuration of the system on which the common
agent is installed is correct. If the problem persists,
contact customer support.
BTC2203E
The port number stored in
endpoint.properties file is an
inappropriate number format. The
default port, port , will be used.
Explanation: The port number must be an integer.
System action: The port specified will not be used
because it is not in a valid format.
Administrator response: Make sure the port number
in the endpoint.properties file is an integer.
BTC2205E
The system failed to obtain an
installation date from
endpoint.properties file.
Explanation: The error occurred when the system
attempted to get the common agent description. The
endpoint.properties file might be corrupted.
BTC2210E
The shutdown worker failed to sleep
while restarting the common agent.
Negligible stack traces might have been
thrown.
Explanation: The shutdown worker failed to sleep
while restarting the common agent. Negligible stack
traces might have been thrown.
Administrator response: Verify that the common
agent was successfully restarted.
BTC2300E
The system failed to obtain an endpoint
ID or system GUID.
Explanation: The GUID was not obtained. This might
mean that the GUID is not installed on the local
machine. The common agent invokes native code that
attempts to obtain the GUID. The GUID is required for
much of the common agent function to run.
System action: There is no GUID; therefore, invoking
clients might fail. The agent manager requires the
GUID. Therefore, security management functions might
not work properly.
Administrator response: Verify that the GUID was
successfully installed. If the GUID was not, install it
and restart the common agent.
System action: The common agent will be installed
but the agent manager will not be sent the installation
date.
BTC2403E
Administrator response: Attempt to reinstall the
common agent. If the problem continues, contact
customer support.
Explanation: The logging property information could
not be saved.
BTC2207E
The system failed to retrieve the
certificate information from the file
system.
Explanation: The common agent either failed to read
its certificate information from the file system because
of one of the following reasons: A disk error or a key
store error occurred, The cert/agentKeys.jks file was
not locked with the password specified by the
password stash file, cert/pwd. The key store was
empty.
System action: The common agent attempted to read
its certificate information from the file system for
inclusion in a description object that will be sent to the
agent manager. The common agent will continue to run
although the field in the description object associated
with its certificate will be empty.
Administrator response: Contact customer support.
The system encountered a problem
while saving the logging property
information to persistent storage.
System action: The logging property information was
not saved.
Administrator response: Verify that there is sufficient
free space on the file system where the common agent
is installed, and that the appropriate write privileges
are granted.
BTC2407E
The JLog service (JLogService) was not
found.
Explanation: The JLog service, which is required by
the log manager service to supply logging and tracing
capability, was not found.
Administrator response: Verify that all bundles
started successfully.
BTC3001E
The system encountered an error while
creating the file_name file.
Explanation: The system cannot create the specified
file in OSGi storage.
System action: The bundle could not be created;
therefore, the installation or update has failed.
Chapter 25. Messages
303
BTC3002E • BTC3010E
Administrator response: Verify that there is sufficient
disk space and that the user has the appropriate
authority to write to the file system.
BTC3002E
The file_name file was not found.
Explanation: The system cannot find the specified file
in OSGi storage.
System action: The specified bundle name was not
found on the file system.
Administrator response: Verify that the bundle
location was specified correctly and that the user has
the appropriate authority to read the file.
BTC3003E
The bundle_name bundle was not found.
Explanation: The system could not find the specified
bundle to install. The bundle might be missing or
corrupted.
System action: The bundle was not installed.
Administrator response: Verify that the specified
bundle exists at the specified location, the location is
accessible, and the user account has the appropriate
authority to read the file.
BTC3004E
The update target file, bundle_name , was
not found.
Explanation: The specified update file was not found
in OSGi storage. The file might be missing or
corrupted, or the target bundle might be specified
incorrectly.
System action: The bundle was not updated.
Administrator response: Verify that the specified
bundle exists at the specified location, the location is
accessible, and the user account has the appropriate
authority to read the file.
inaccessible, corrupted, or it might not contain the
necessary components.
System action: The bundle was not started.
Administrator response: Verify that the specified
bundle exists at the given location, the location is
accessible, and the user account has the appropriate
authority to read the file. If necessary, reinstall the
bundle.
BTC3007E
Explanation: The specified bundle was not found in
OSGi storage. The bundle might be missing,
inaccessible, corrupted, or it might not be running.
System action: The bundle was not stopped.
Administrator response: Verify that the specified
bundle exists at the given location, the location is
accessible, and the user account has the appropriate
authority to read the file. If necessary, reinstall the
bundle.
BTC3008E
The bundle_name bundle cannot be
uninstalled because the system cannot
find it in the OSGi storage.
Explanation: The specified bundle was not found in
the OSGi storage. The bundle might be missing,
inaccessible, corrupted, or it might not be installed.
System action: The specified bundle was not
uninstalled.
Administrator response: Verify that the specified
bundle exists at the given location, the location is
accessible, and the user account has the appropriate
authority to read the file.
BTC3009E
BTC3005E
The bundle_name bundle cannot be
stopped because the system cannot find
it in the OSGi storage.
The update source file, bundle_name ,
was not found.
The bundle_name bundle cannot be
deleted because system cannot be found
in the OSGi storage.
Explanation: The source file for the update operation
was not found. The file might be missing, inaccessible,
or corrupted.
Explanation: The specified bundle was not found in
the OSGi storage. The bundle might be missing,
inaccessible, corrupted, or it might not be installed.
System action: The bundle was not updated.
System action: The specified bundle was not deleted.
Administrator response: Verify that the specified
bundle exists at the given location, the location is
accessible, and the user account has the appropriate
authority to read the file.
Administrator response: Verify that the specified
bundle exists at the given location, the location is
accessible, and the user account has the appropriate
authority to read the file.
BTC3006E
The bundle_name bundle was not found;
therefore, it cannot be started.
Explanation: The specified bundle was not found in
OSGi storage. The bundle might be missing,
304
BTC3010E
The installation of the bundle_name
bundle failed.
Explanation: Installation of the bundle failed. Verify
that the bundle location is accessible, the bundle is not
corrupted, and the bundle manifest is valid.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC3011E • BTC3116E
System action: The bundle was not installed.
Administrator response: Verify that the specified
bundle exists at the specified location, the location is
accessible, the bundle is not corrupted, and the bundle
manifest is valid.
BTC3011E
System action: The bundle was not updated.
Administrator response: Verify that the specified
bundle exists at the given location, the location is
accessible, the bundle is not corrupted, and the bundle
manifest is valid.
System action: The bundle was not started.
Administrator response: Verify that the bundle is
installed, is not corrupted, and the bundle manifest is
valid. If necessary, install a new version of the bundle.
An error occurred while stopping the
bundle_name bundle failed.
Explanation: A error occurred while stopping the
bundle. Verify that the bundle is running.
System action: The bundle was not stopped.
The system cannot read or write to the
config/endpoint.properties file. Verify
that the agent configuration file is on
the file system.
Explanation: The config/endpoint.properties file does
not exist or the user account that runs the common
agent does not have the correct file permissions.
Administrator response: Verify that the file exists and
that the user account has the appropriate read and
write permission.
BTC3112E
The attempt to start the bundle_name
bundle failed.
Explanation: The bundle failed to start. Verify that the
bundle is not corrupted, and the bundle manifest is
valid. The logic in the bundleActivator might not have
returned successfully.
BTC3013E
BTC3111E
Updating the bundle_name bundle failed.
Explanation: Updating the bundle failed. Verify that
the bundle location is accessible, the bundle is not
corrupted, and the bundle manifest is valid.
BTC3012E
and is not in use. If necessary, stop the endpoint and
delete it manually.
The system encountered an error while
handling the subagent bundle count
variable in endpoint.properties. Make
sure it is stored in the correct numerical
format.
Explanation: The subagent bundle count variable in
the config/endpoint.properties file could not be
interpreted.
System action: The number of subagent bundles that
are installed on the system might be misrepresented.
Administrator response: Verify that the
config/endpoint.properties file exists and that the user
account has the appropriate read/write permission.
Make sure that the subagent bundle count variable is
present in the file.
BTC3115E
The post installation failed.
Explanation: The postInstall logic specified in the
bundle LifecycleActivator failed.
Administrator response: Verify that the bundle is
running and is not corrupted.
System action: The postInstall logic was not
completed successfully. The bundle might not be
installed correctly.
BTC3014E
Administrator response: If you continue to
encountered problems with the bundle, attempt to
uninstall and reinstall the bundle.
An error occurred while uninstalling the
bundle_name bundle.
Explanation: An error occurred while uninstalling the
bundle. Verify that the bundle is installed.
System action: The bundle was not uninstalled.
BTC3116E
The post activity update of the bundle
failed.
Administrator response: Verify that the bundle is
installed.
Explanation: postUpdate logic specified in the bundle
LifecycleActivator failed.
BTC3015E
System action: The postUpdate logic was not
completed successfully. The bundle might not be
updated correctly.
An error occurred while deleting the
bundle_name bundle.
Explanation: The specified bundle cannot be deleted.
The bundle might not exist, or it might be in use.
System action: The bundle was not deleted.
Administrator response: If you continue to experience
problems with the bundle, try uninstalling and
reinstalling the bundle.
Administrator response: Verify that the bundle exists
Chapter 25. Messages
305
BTC3117E • BTC4035E
BTC3117E
The preupdate of the bundle,
bundle_name failed.
Explanation: The preUpdate logic specified in the
bundle LifecycleActivator failed.
System action: The preUpdate logic was not
completed successfully. The bundle might not be
updated correctly.
Administrator response: If you continue to experience
problems with the bundle, try uninstalling and
reinstalling the bundle.
BTC3172W
The bundle was updated, but it cannot
be found.
Explanation: There was an error locating the newly
updated bundle.
System action: The bundle might not function
properly.
Administrator response: Verify that the bundle exists
in the specified bundle location, and make sure it is
valid bundle.
BTC3173E
The instance of the bundle_name bundle
was not found; therefore, it cannot be
started.
Explanation: The instance of the specified bundle to
start was not found in the OSGi storage. The bundle
might be missing or corrupted, or it might not contain
the necessary components.
while performing the configuration properties
operation for the registered bundle service: IOException
- if access to persistent storage fails. SecurityException if the caller does not have AdminPermission.
IllegalStateException - if this configuration has been
deleted. ServiceNotRegisteredException - if
ConfigurationAdmin is not registered.
DeployerException - Other errors in the deployer
service.
System action: The configuration management bundle
is not working properly.
Administrator response: Make sure the configuration
management service bundle (cm.jar) is started and
active and the administrator has proper authority.
BTC4009E
Explanation: The connector cannot list the OSGi
services. This might be caused by a problem that
occurred when the connector attempted to obtain
information from the OSGi container.
System action: This might cause a problem obtaining
information from the OSGi container.
Administrator response: Try to reinstall the common
agent. If the problem continues, contact customer
support.
BTC4012E
System action: The bundle was not started.
Administrator response: Verify that the bundle is in
the OSGi storage and that it has all of the necessary
components. If necessary, update the bundle in the
OSGi storage.
BTC3174E
The deployer service failed to save the
installation status.
Explanation: The deployer service encountered a
problem while saving its properties to the local file
system. There might be a problem with the file system.
System action: The common agent was unable to
record the status of the bundle, which might affect
future processing of the bundle.
Administrator response: Verify that the local file
system has sufficient space and that the common agent
has the appropriate write privileges.
BTC3302E
A problem occurred while performing
the configuration properties operation
for the registered bundle service,
operation . pid . cause .
The connector cannot list the OSGi
services properly.
The system is unable to set secure
socket properties. The keystore,
truststore, alias, and corresponding
password properties must be set in the
endpoint.properties file.
Explanation: This error occurs when the SSL
properties are not specified in properties file.
System action: This might cause common agent
registration failure.
Administrator response: Try to reinstall the common
agent. If the problem continues, contact customer
support.
BTC4035E
The attempt to invoke the method failed
because either the service, service_name ,
or the method, method_name , does not
exist.
Explanation: The attempt to invoke the method failed
because the service or method does not exist.
System action: The invocation to this service will fail.
The common agent cannot find this service in its
runtime environment.
Administrator response: Verify that the service name
and method name are accurate.
Explanation: One of the following problems occurred
306
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC4036E • BTC4045E
BTC4036E
The source type, sType , is not valid.
Explanation: The component that attempted to
connect and invoke an operation on the common agent
is not a valid component. The common agent rejected
its request. This message indicates the component type
that is listed in the certificate of the component that
attempted to contact the common agent.
System action: After rejecting the connection from the
component of the specified type, the common agent
will begin listening for more incoming connections.
Administrator response: Communication between
multiple common agents is not supported.
BTC4037E
The target type, tType , is not valid.
Explanation: The component type listed in the
common agent certificate is incorrect. The certificate
might have been replaced since the common agent
registered.
System action: The common agent will refuse any
incoming requests.
BTC4043E
The command-line interface command
failed. A communication error occurred.
Verify that the common agent is
registered and active on port port_number
.
Explanation: This message is displayed when
command-line interface command invocation fails due
to a communication problem with the common agent.
The communication failure might be caused by one of
the following reasons: The common agent is not active.
The common agent does not have valid security
credentials. An attempt was made to contact the
common agent on an incorrect port. The connection
established with the common agent was terminated.
System action: If the common agent is running, it will
continue to run. It will continue to listen for incoming
connections and command-line interface requests.
Administrator response: Verify that the common
agent is both active and registered, and that the correct
port was specified for command-line interface
command invocation. If the problem persists, contact
customer support.
Administrator response: Contact customer support.
BTC4044W
BTC4041E
The HTTP headers are longer than the
maximum header length of length .
Explanation: The SOAP requests were sent to the
common agent via HTTP. The common agent received
a request in which the length of the HTTP header
exceeds the specified maximum allowable value.
System action: The common agent ignored the request
because it is not valid, and closed the socket on which
it was received. Then, the common agent returned to
listen for new incoming requests.
Administrator response: Contact customer support.
BTC4042E
The command-line interface command
failed. The common agent configuration
could not be retrieved from the file_name
file.
Explanation: This message is displayed when the
command-line interface command invocation fails due
to a problem that occurs while loading the common
agent configuration from the specified file.
System action: Because the common agent cannot be
contacted, it is not affected by the failure of the
command-line interface command.
Administrator response: Verify that the specified
properties file exists, and that it is populated with the
appropriate configuration information. If the
configuration information is correct, but the problem
persists, contact customer support.
The common agent port in the
properties file is not an integer. The
default port, port_number , will be used.
Explanation: The command-line interface attempts to
determine the port on which to contact the common
agent by reading the contents of its properties file. This
warning is displayed if the value associated with the
port property in the common agent properties file is
not an integer. The port must be an integer.
System action: The command-line interface will
attempt to contact the common agent on the specified
default common agent port.
Administrator response: Set the value associated with
the ep.port property in the common agent properties
file to the port on which the common agent runs.
BTC4045E
The connection from IP_address was
rejected.
Explanation: Another entity attempted to connect to
the common agent, but was rejected. The connection
was probably rejected because of one of the following
reasons: The common agent does not have valid
credentials, which might means it failed to register, or a
time synchronization issue exists between the common
agent and the agent manager. The entity that tried to
connect to the common agent does not have either a
valid resource manager or valid agent manager
credentials. Note: Communication between common
agents is not allowed. The entity that attempted to
connect to the common agent did not send the
information required to establish the connection. An
I/O error occurred.
Chapter 25. Messages
307
BTC5019E • BTC5047E
System action: After rejecting the incoming
connection, the common agent returned began to
listening on the port specified in its properties file.
Administrator response: Verify that both the common
agent and the entity that is attempting to contact it, has
valid credentials. If the problem persists, contact
customer support.
BTC5019E
The status report delivery failed for host
host_name , URI URI_name , and port
port_number .
Explanation: The specified status report was not
delivered.
System action: The common agent will continue to
run but the agent manager will not know the status of
the common agent.
Administrator response: The agent manager probably
cannot be contacted for the common agent to send the
status update. Check the network connectivity to the
agent manager. Call customer support if necessary.
BTC5022E
An error occurred while the common
agent was trying to compile status.
BTC5025E
The common agent was unable to obtain
the client component for accessing the
agent manager. Status cannot be sent at
this time.
Explanation: The common agent failed to obtain and
initialize the client object that is used to send status
updates to the agent manager.
System action: The common agent will continue to
run. However, common agent status information will
not be sent to the agent manager. As a result, the agent
manager will not know the current state of the
common agent.
Administrator response: Contact customer support.
BTC5026W
The agent manager returned an ID reset
exception. The common agent should
reset its ID, and then, try to register
again.
Explanation: When the common agent tried to register
with the agent manager using its current ID, the agent
manager returned an ID reset exception. The common
agent should reset its ID, and then, try to register
again.
Explanation: An error occurred while the common
agent was building a status report to send to the agent
manager.
System action: The common agent will generate a
new ID, and then, using the new ID, it will try to
register again.
System action: The common agent will continue to
run, but its status information will not be sent to the
agent manager. As a result, the agent manager will not
know the current of the common agent.
Administrator response: No action is required if this
is happening the first time the common agent is being
started. If this happens several times, you should check
the logs for other failures. Look for failures related to
ID generation.
Administrator response: Contact customer support.
BTC5024E
The common agent was unable to obtain
the agent manager configuration.
Therefore, it cannot send an update to
the agent manager. The common agent
will try again when the next update
occurs.
Explanation: The common agent was unable to send
update information to the agent manager, because it
was unable to get the necessary agent manager
information.
System action: The common agent will continue to
run. At the next scheduled time for sending update
information to the agent manager, the common agent
will attempt to send status again.
Administrator response: Check the agent manager
configuration information to make sure the values are
set correctly.
BTC5046E
An error occurred during the common
agent upgrade. Look in the
logs/upgradeAgentTrace.log and
logs/upgradeAgentMessage.log files for
information about the exception:
exception
Explanation: An unexpected exception was caught
during the common agent upgrade.
System action: The upgrade of the common agent
stopped and the common agent version is unchanged.
Administrator response: Collect the common agent
log files and contact customer support.
BTC5047E
The upgrade bundle cannot retrieve the
upgrade status from the
logs/install/epInstallStatus.log file. Look
in the logs/upgradeAgentTrace.log and
logs/upgradeAgentMessage.log files for
information about the exception:
exception
Explanation: An exception was caught while reading
the epInstallStatus.log file, which contains the status of
308
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC5048E • BTC5051E
the upgrade. Possible exceptions include:
FileNotFoundException - The file does not exist or
cannot be opened for reading. IOException - An error
occurred while reading from the file.
NumberFormatException - The status value cannot be
parsed as an integer.
Administrator response: Make sure that the
logs/install/epInstallStatus.log file exists. Open the file
with a text editor to obtain the upgrade status.
BTC5048E
The upgrade bundle cannot read the
CAUpgrade.properties file from the
agent manager using the URL, url . Look
in the logs/upgradeAgentTrace.log and
logs/upgradeAgentMessage.log files for
information about the exception:
exception
Explanation: An error occurred while reading the
CAUpgrade.properties file from the agent manager
using the URL, url . Possible exceptions include:
MalformedURLException - The URL, url , specifies an
unknown protocol. FileNotFoundException - The file
does not exist or it cannot be opened for reading.
IOException - An error occurred while reading from the
file.
System action: The upgrade of the common agent
stopped and the version of the common agent is
unchanged.
Administrator response: Perform these actions to
correct the problem: Make sure the agent manager is
running. If the agent manager is version 1.1 or version
1.2 with fix pack 1 or earlier, make sure that the
common agent upgrade instructions on the support
web site have been followed. The upgrade instructions
help you configures the agent manager to upgrade
common agents. Verify that the CAUpgrade.properties
file is accessible by performing these tests: On the agent
manager server, open the CAUpgrade.properties file.
The file is located under the $WAS_HOME directory, in
the directory for the AgentManager application. Using
a Web browser, access the URL, url . Start the upgrade
again. If the common agent upgraded continues to fail,
collect the common agent logs and contact customer
support.
BTC5049E
The upgrade bundle cannot retrieve the
value for the key key from
CAUpgrade.properties file.
Explanation: The CAUpgrade.properties file contains
key/value pairs that provide platform-specific
information that is needed to upgrade the common
agent. The value for the required key was not found in
the file. This typically indicates a programming error or
that the file was changed after it was created.
System action: The upgrade of the common agent
stopped and the version of the common agent is
unchanged.
Administrator response: If the agent manager is
version 1.1 or version 1.2 with fix pack 1 or earlier,
completed the following steps: Repeat the steps in the
common agent upgrade instructions on the support
web site to reconfigure the agent manager to upgrade
common agents. Start the upgrade again. If the
upgrade still fails, or if the agent manager is already at
version 1.2 with fix pack 2 or greater, collect the
common agent log files and contact customer support.
BTC5050E
The upgrade bundle cannot create a
response file to use with the installation
program. Look in the
logs/upgradeAgentTrace.log and
logs/upgradeAgentMessage.log files for
information about the exception:
exception .
Explanation: An error occurred while creating the
response file that is needed to drive the upgrade path
of the common agent installation. Possible exceptions
include: IOException - The response file cannot be
created or opened for writing, or an error occurred
when writing to the file.
System action: The upgrade of the common agent
stopped and the version of the common agent is
unchanged.
Administrator response: Look in the
logs/upgradeAgentTrace.log file for information about
the exception. The trace log contains information about
the error. Correct the problem, and then start the
upgrade again.
BTC5051E
The upgrade bundle cannot unpack the
image at location into the data_directory
directory. Look in the
logs/upgradeAgentTrace.log and
logs/upgradeAgentMessage.log files for
information about the exception:
exception
Explanation: An error occurred while unpacking the
installation image image into the data_directory
directory. Possible exceptions include:
MalformedURLException - The URL, location , specifies
an unknown protocol. ZipException - There was a
problem with the zipped image file. IOException - An
error occurred while reading from the zipped image file
or while creating the unpacked version of a file on the
local file system.
System action: The upgrade of the common agent
stopped and the version of the common agent has not
been changed.
Administrator response: Look in the
logs/upgradeAgentTrace.log and logs/
upgradeAgentMessage.log files to find details about the
error, and then, take corrective action. Possible actions
include: Making sure there is enough disk space on the
common agent machine to hold the uncompressed files.
Chapter 25. Messages
309
BTC5052E • BTC5071E
Make sure the target directory, data_directory , is
writable. After you correct the problem, start the
upgrade again.
BTC5052E
The upgrade bundle cannot copy the
image from location to relative_path /
file_name .
Explanation: Before the upgrade can occur, the
deployer service must copy the compressed image file
from location to the file_name file in the relative_path
directory on the common agent machine. This error
indicates that the copy was not successful.
System action: The upgrade of the common agent
stopped and the version of the common agent has not
been changed.
Administrator response: Perform these actions to
correct the problem: Make sure that the agent manager
is running. If the agent manager is version 1.1 or
version 1.2 with fix pack 1 or earlier, make sure the
common agent upgrade instructions on the support
Web site have been followed. The instructions help you
configure the agent manager to upgrade common
agents. Make sure that common agent has enough disk
space for the file. Make sure that the common agent
has write permission to the relative_path target
directory. This path is relative to the common agent
installation directory. After you correct the problem,
start the upgrade again.
BTC5053E
The upgrade bundle cannot look up the
deployer service.
Explanation: The deployer service is used to copy the
image to the common agent. Because the deployer
service was not found, the upgrade cannot continue.
System action: The upgrade of the common agent
stopped and the version of the common agent has not
been changed.
Administrator response: Collect the common agent
logs and contact customer support.
BTC5054E
The upgrade bundle cannot create the
URL for the agent manager context root.
The common agent configuration for the
agent manager contains the agent
manager host value of AM_host and the
agent manager public port number
AM_public_port . One or both of these
values is incorrect.
stopped and the version of the common agent has not
been changed.
Administrator response: Verify that the
endpoint.properties file has valid values for the
AgentManagerQuery.host and ARS.port.public keys. If
the values are correct, collect the common agent logs
and properties files, and then contact customer support.
BTC5055E
The upgrade bundle cannot invoke the
system_command system command. Look
in the logs/upgradeAgentTrace.log and
logs/upgradeAgentMessage.log files for
information about the exception:
exception
Explanation: A system command that is required for
the upgrade failed with the exception exception.
System action: The upgrade of the common agent
stops and the version of the common agent is
unchanged.
Administrator response: Collect the common agent
logs and contact customer support.
BTC5069E
The upgrade status retrieved from the
logs/install/epInstallStatus.log file
contained the following unrecognized
value: unrecognized_status
Explanation: The value for the upgrade status was not
one of the defined values.
Administrator response: Collect the common agent
logs and properties files, and contact customer support.
BTC5071E
The agent query can not be run because
there is a problem with the certificate or
because the common agent has not yet
registered with the agent manager.
Explanation: This message indicates a communication
problem between the common agent and the agent
manager. The communication failure might be caused
by one of the following reasons: The common agent
does not have valid security credentials. The common
agent has not yet registered with the agent manager.
System action: The common agent will continue to
run but cannot report status to the agent manager.
Administrator response: Verify that the common
agent is registered, and that it has valid security
credentials.
Explanation: The upgrade bundle constructs an HTTP
URL in the form of http://AM_host:AM_public_port/
AgentMgr/... to download the needed information
from the agent manager. This error indicates that the
URL cannot be created because one of the AM_host or
AM_public_port values is null.
System action: The upgrade of the common agent
310
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC5072E • BTC7037E
BTC5072E
The time interval for IP address polling
that is specified in the
ipaddress.poll.timeinterval key in the
endpoint.properties file is not a valid
positive integer. This value should be
within range min_value and max_value .
The value specified is value . The
default value of 300 seconds will be
used.
Explanation: The ipaddress.poll.timeinterval key in
the endpoint.properties file controls how often the
common agent checks the IP address of the common
agent for changes.
Administrator response: Correct the value in the
ipaddress.poll.timeinterval property and restart the
common agent. Specify the polling interval in seconds.
For example, to set the interval to 2 minutes, set the
property as follows: ipaddress.poll.timeinterval = 120
BTC5074E
The common agent registration failed.
The failure was caused by exception:
exception
Explanation: The common agent was not able to
register. It describes reason.
BTC7008E
The system encountered an error while
storing the common agent configuration
properties. Verify that the file_name file
exists in the config directory on the
common agent.
Explanation: A required properties file does not exist.
System action: The common agent will not be able to
register or contact the agent manager.
Administrator response: Reinstall the common agent
or contact customer support.
BTC7009E
The system encountered an error while
reading the configuration properties of
the common agent. Verify that the
file_name file exists in the config
directory on the common agent.
Explanation: A required properties file does not exist.
System action: The common agent will not be able to
register or contact the agent manager.
Administrator response: Reinstall the common agent
or contact customer support.
Administrator response: No action required.
BTC70263E
BTC5075E
Explanation: The agentcli command fails with the
provided arguments.
The requested bundle could not be
found.
Explanation: The deployer could not localize the
bundle (by name, version or bundle location).
BTC7007E
The update of the configuration
properties for the pid service cannot be
made persistent.
Explanation: One of the following problems occurred
while performing an update of the configuration
properties for an OSGi service: java.io.IOException - if
the update cannot be made persistent
java.lang.IllegalArgumentException - if the Dictionary
object contains invalid configuration types or case
variants of the same key name
java.lang.IllegalStateException - if this configuration has
been deleted
System action: The configuration management bundle
is not working properly.
Administrator response: Make sure the configuration
management service bundle (ConfigurationAdmin
OSGi service) is started and active and that the
administrator has the proper authority.
The validation has failed.
System action: The agentcli command fails with the
provided arguments.
Administrator response: Verify whether the provided
arguments are correct and run the agentcli command
again.
BTC7034E
The system failed to obtain an endpoint
ID or system GUID.
Explanation: The GUID was not obtained. This might
mean that the GUID is not installed on the local
machine. The common agent invokes native code that
attempts to obtain the GUID. The GUID is required for
much of the common agent function to run.
System action: There is no GUID; therefore, invoking
clients might fail. The agent manager requires the
GUID. Therefore, security management functions might
not work properly.
Administrator response: Verify that the GUID was
successfully installed. If the GUID was not, install it
and restart the common agent.
BTC7037E
The following illegal argument:
converter for class class_name was not
found.
Explanation: The converter class was not found. The
converters are used to transform the string to the
Chapter 25. Messages
311
BTC7038E • BTC7087W
converter type object. If the converter class was not
found then CLI is unable to get arguments to CLI
service.
System action: The CLI command failed because the
converter class has not been found. The requested CLI
service has not been processed.
Administrator response: Verify that the arguments
passed to the requested CLI service. If there is no
converter class for the specified argument type, cast the
parameter to the java.lang.String type.
BTC7064E
Explanation: An exception occurred while resetting
credentials.
System action: The common agent cannot register
with the agent manager.
Administrator response: Verify the connection
between the common agent and the agent manager.
BTC7085E
BTC7038E
The argument value does not have the
appropriate format to be converted to
the type type.
Explanation: The passed command line argument
cannot be converted to the valid converter type.
System action: The CLIException is returned to the
client. The passed argument cannot be converted to the
valid converter type.
Administrator response: Verify that the arguments
passed to the requested CLI service.
BTC7053E
The CredentialListener failed while
invoking the keyManagerAvailable
method due to error_message.
Explanation: An exception occurred while invoking
the keyManagerAvailable method on the
CredentialListener.
System action: The keyManagerAvailable method has
not been successfully performed by the
CredentialListener.
An error occurred during certificate
renewal.
Explanation: An exception occurred while renewing
certificates.
System action: The certificates are not renewed.
Administrator response: Verify the CredentialProvider
implementation correctness.
BTC7060E
An error occurred while validating
credentials.
Explanation: An exception occurred while validating
credentials.
System action: The common agent might not process
incoming requests.
Administrator response: The credentials are not valid.
Verify the connection to the agent manager and force
the credentials renewal.
312
The time interval for the IP address
polling that is specified in the
ipaddress.poll.timeinterval key in the
configuration file of the common agent
is not a valid positive integer. This
value should be within the following
range: from min_value to max_value. The
value specified is value. The default
value of default_value seconds will be
used.
Explanation: The ipaddress.poll.timeinterval key in
the endpoint.properties file controls how often the
agent manager checks the IP address of the common
agent for changes.
Administrator response: Correct the value in the
ipaddress.poll.timeinterval property and restart the
common agent. Specify the polling interval in seconds.
For example, to set the interval to 2 minutes, set the
property as follows: ipaddress.poll.timeinterval = 120
BTC7086E
Administrator response: Verify the the
CredentialListener interface implementation correctness.
BTC7058E
The error occurred while resetting
credentials.
The frequency of the status update of
the common agent that is specified in
the status.heartbeat.frequency key in the
configuration file of the common agent
is not a valid positive integer. The value
specified is value. The default value of
default_value minutes will be used.
Explanation: The status.heartbeat.frequency key in the
endpoint.properties file controls how often the common
agent reports its configuration to the agent manager.
Administrator response: Correct the value in the
status.heartbeat.frequency property. Specify the
frequency of status update in minutes. For example, to
set the frequency to 24 h (24 hours times 60 minutes
per hour), set the property as follows:
status.heartbeat.frequency = 1440
BTC7087W
The reporting of the status updates of
the common agent is disabled. If you
want to enable it, change the value of
status.heartbeat.frequency key in the
common agent configuration file to a
positive integer. This value specifies in
minutes how often the status update is
reported.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7088W • BTC7110E
BTC7088W
The common agent is unable to store
the current status data to the file_name
file due to detail_message.
Explanation: An exception occurred while storing the
current status of the common agent.
System action: The common agent is working
correctly and sending the status to the registered status
reporters, but the status cannot be stored on a disk.
Administrator response: The status cannot be stored
on a disk.
BTC7089W
The current status data is null or the
output file is null.
Explanation: An exception occurred while storing the
current status of the common agent.
System action: The common agent is working
correctly and sending the status to the registered status
reporters, but the status cannot be stored on a disk.
Administrator response: The status cannot be stored
on a disk.
agent and the agent manager. The entity that tried to
connect to the common agent does not have either a
valid resource manager or valid agent manager
credentials. Note: Communication between common
agents is not allowed. The entity that attempted to
connect to the common agent did not send the
information required to establish the connection. An
I/O error occurred.
System action: After rejecting the incoming
connection, the common agent returned began to
listening on the port specified in its properties file.
Administrator response: Verify that both the common
agent and the entity that is attempting to contact it, has
valid credentials. If the problem persists, contact
customer support.
BTC7106E
Explanation: Protocol handler attempted to handle the
path, but an error occurred.
BTC7108E
BTC7103E
The source type sType is not valid.
Explanation: The component that attempted to
connect and invoke an operation on the common agent
is not a valid component. The common agent rejected
its request. This message indicates the component type
that is listed in the certificate of the component that
attempted to contact the common agent.
While invoking path handling by the
protocol handler the following exception
occurred exception_message.
The SSL context could not be created
due to problems with obtaining key
manager or trust managers from the
credential provider.
System action: After rejecting the connection from the
component of the specified type, the common agent
will begin listening for more incoming connections.
Explanation: One of the following problems occurred
while creating SSL context in
ConnectorServerSocketFactory:
NoSuchAlgorithmException - if the specified protocol is
not available in the default provider package or any of
the other provider packages that were searched.
KeyManagementException - if the operation of
initialization SSL context fails.
Administrator response: Communication between
multiple common agents is not supported.
System action: The connector service will not be
registered in OSGi. The detailed exception is logged.
BTC7104E
The target type targetType is not valid.
Explanation: The component type listed in the
common agent certificate is incorrect. The certificate
might have been replaced since the common agent
registered.
System action: The common agent will refuse any
incoming requests.
Administrator response: Contact customer support.
BTC7105E
The connection from IP_address was
rejected.
Explanation: Another entity attempted to connect to
the common agent, but was rejected. The connection
was probably rejected because of one of the following
reasons: The common agent does not have valid
credentials, which might means it failed to register, or a
time synchronization issue exists between the common
Administrator response: Make sure the credential
provider service is registered in OSGi.
BTC7110E
The common agent's listening port
specified in the ep.port key in the
common agent configuration file is not a
valid port number. The port must be a
number ranging from 1 to 65535. The
current specified value is value.
Explanation: The port number is not valid.
System action: The common agent will not be
listening on the specified port and will not be able to
process incoming requests.
Administrator response: Check the value of ep.port
property in the common agent configuration file. The
value must range from 1 to 65535.
Chapter 25. Messages
313
BTC7111E • BTC7143E
BTC7111E
RestrictedCertValidator validation
failed. The feature name from the caller
certificate could not be obtained.
Explanation: The caller is not allowed to execute the
operation on the requested service because the
validation of restricted certificate failed. The caller
certificate does not contain the feature name.
System action: The caller is not allowed to execute the
operation on the requested service.
Administrator response: Check the caller certificate
using com.ibm.tivoli.cas.utils.CertificateUtils tool if the
certificate is restricted. If it is, the feature name can be
retrieved from this certificate.
BTC7112E
RestrictedCertValidator validation
failed. The service value is not registered
with the
com.ibm.tivoli.cas.agent.connector.restricted
property.
Explanation: The service requested by the user is not
registered in OSGi with the
com.ibm.tivoli.cas.agent.connector.restricted property.
System action: The caller is not allowed to execute the
operation on the requested service because the
validation of the restricted certificate failed.
Administrator response: Check the registration
properties of the requested service. Verify whether it
has the com.ibm.tivoli.cas.agent.connector.restricted
property equal to the feature name stored in the caller's
certificate.
BTC7114E
RestrictedCertValidator validation
failed. The following property
com.ibm.tivoli.cas.agent.connector.restricted
- list - does not contain the feature name
which is written in the certificate
featureName.
Explanation: The
com.ibm.tivoli.cas.agent.connector.restricted property of
the requested service does not contain the feature name
which is written in the caller's certificate.
System action: The caller is not allowed to execute the
operation on the requested service because the
validation of the restricted certificate failed.
Administrator response: Check the registration
properties of the requested service. Verify whether it
has the com.ibm.tivoli.cas.agent.connector.restricted
property equal to the feature name stored in the caller's
certificate.
314
BTC7115E
RestrictedCertSecurityChecker
validation failed. The caller certificate
from the servlet request could not be
retrieved.
Explanation: The caller could not get the certificate
from the servlet request.
System action: The caller is not allowed to execute the
operation on the requested service as it could not get
the caller certificate from the servlet request.
Administrator response: Check the
javax.net.ssl.peer_certificates attribute in the servlet
request. If should be set to the chain of X.509
certificates that authenticates the client. It is only
available when SSL with client authentication is used.
BTC7116E
The ConnectionListener failed to
process a ConnectionEvent due to
error_message.
Explanation: An exception occurred while invoking
processing the connection event by the
ConnectionListener.
Administrator response: Check if the implementation
of the ConnectionListener interface is correct.
BTC7117W
Loading a new authorization checker
factory with the id factory_id and the
implementation class factory_id was not
possible. The class cannot be found.
Explanation: An instance of the executable extension
could not be created.
System action: The extended authorization checker
factory will not be used. The connector bundle will use
another. If no authorization checker factory is found
then it will use the default one.
Administrator response: Check the extension point of
the authorization checker factory with the specified
identifier.
BTC7143E
The configuration properties file from
the specified URL URL does not exist.
Explanation: The configuration properties file for an
org.osgi.service.cm.ManagedService cannot be retrieved.
System action: The configuration specified by
service.pid of org.osgi.service.cm.ManagedService is not
updated. The previous configuration remains or if there
was no such configuration then it is empty.
Administrator response: Verify whether there is a
properties file under the specified configuration URL.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7151E • BTC7233E
BTC7151E
The bundle_name bundle cannot be
uninstalled because the system cannot
find it in the OSGi storage.
specified file. Make sure the file is not locked by the
operating system.
System action: The file was not deleted.
Explanation: The specified bundle was not found in
the OSGi storage. The bundle might be missing,
inaccessible, corrupted, or it might not be installed.
Administrator response: Make sure the file is not
locked by the operating system.
System action: The specified bundle was not
uninstalled.
BTC7228E
The bundle with the symbolic name
bundle_symbolic_name and version
bundle_version already exists.
Administrator response: Verify that the specified
bundle exists at the given location, the location is
accessible, and the user account has the appropriate
authority to read the file.
Explanation: The specified bundle is already deployed
in OSGi.
BTC7152E
Administrator response: Make sure if such a bundle
has been already deployed.
The attempt to start the bundle with
symbolic name bundle_symbolic_name and
version bundle_version failed due to
error_message
Explanation: The bundle failed to start. Verify that the
bundle is not corrupted, and the bundle manifest is
valid. The logic in the BundleActivator might not have
returned successfully.
System action: The bundle was not started.
Administrator response: Verify that the bundle is
installed, is not corrupted, and the bundle manifest is
valid. If necessary, install a new version of the bundle.
BTC7153E
An error occurred while stopping the
bundle with symbolic name
bundle_symbolic_name and version
bundle_version failed due to error_message.
Explanation: A error occurred while stopping the
bundle. Verify that the bundle is running.
System action: The bundle was not stopped.
Administrator response: Verify that the bundle is
running and is not corrupted.
System action: The bundle was not deployed.
BTC7230E
Explanation: The deployment configuration for a
bundle cannot be retrieved from the specified URL.
System action: The bundle was not deployed in OSGi.
Administrator response: Verify if the configuration
URL deployment is possible.
BTC7231E
An error occurred while uninstalling the
bundle with the symbolic name
symbolic_name and the version version
due to error_message
The imported package package_name is
missing.
Explanation: The imported package is missing. The
bundle that exports this package does not exist.
System action: The target bundle was not resolved. It
remains in the INSTALLED state.
Administrator response: Verify if there is a bundle
exporting this package. If not, install such a bundle or
export this package from a bundle that has been
already deployed.
BTC7232E
BTC7154E
The properties from URL cannot be
read.
The optionally required bundle
optional_required_bundle is missing.
Explanation: The optionally required bundle is
missing.
Explanation: An error occurred while uninstalling the
bundle. Verify that the bundle is installed.
System action: The target bundle was not resolved. It
remains in the INSTALLED state.
System action: The bundle was not uninstalled.
Administrator response: Install and start the
optionally required bundle with the help of the target
bundle to resolve this issue.
Administrator response: Verify that the bundle is
installed.
BTC7233E
BTC7226E
Scheduling the shell command
command_name for the file src_file due to
error_message is not possible.
Explanation: An error occurred while deleting the
The required bundle required_bundle is
missing.
Explanation: The required bundle is missing.
System action: The target bundle was not resolved. It
remains in INSTALLED state.
Chapter 25. Messages
315
BTC7234E • BTC7264E
Administrator response: Install and start required
bundle with the help of the target bundle to resolve
this issue.
BTC7234E
The host host is missing.
Explanation: The host bundle for the target fragment
bundle is missing.
System action: The target fragment bundle is not
attached to any host bundle.
Administrator response: Install and start the host
bundle to which the fragment bundle is to be attached.
BTC7251E
Unable to connect to the agent manager.
Explanation: The client could not connect to the agent
manager due to a communication problem.
command-line interface command invocation fails due
to a communication problem with the common agent.
The communication failure might be caused by one of
the following reasons: The common agent is not active.
The common agent does not have valid security
credentials. An attempt was made to contact the
common agent on an incorrect port. The connection
established with the common agent was terminated.
System action: If the common agent is running, it will
continue to run. It will continue to listen for incoming
connections and command-line interface requests.
Administrator response: Verify that the common
agent is both active and registered, and that the correct
port was specified for command-line interface
command invocation. If the problem persists, contact
customer support.
System action: The client is not able to connect to the
agent manager.
BTC7259E
Administrator response: Check whether the agent
manager is up and running. Check whether the agent
manager's host is reachable and if the firewall settings
allow to connect to the agent manager.
Explanation: The command-line interface attempts to
determine the port on which to contact the common
agent. This message is displayed if the value of the port
is not an integer or is lower than 0, or higher than
65535. The port must be an integer.
BTC7252E
System action: The command-line interface will
attempt to contact the common agent on the specified
default common agent port.
Unable to find the configuration file
file_name when building the client.
Explanation: The configuration file was not found.
System action: The client's configuration file is not
available under the provided location.
Administrator response: Save the log files and contact
IBM Customer Support.
BTC7257E
The command-line interface command
failed. The common agent configuration
could not be retrieved from the file.
Explanation: This message is displayed when the
command-line interface command invocation fails due
to a problem that occurs while loading the common
agent configuration from the specified file.
System action: Because the common agent cannot be
contacted, it is not affected by the failure of the
command-line interface command.
Administrator response: Verify that the specified
properties file exists, and that it is populated with the
appropriate configuration information. If the
configuration information is correct, but the problem
persists, contact customer support.
BTC7258E
The command-line interface command
failed. A communication error occurred.
Verify that the common agent is
registered and active.
BTC7262E
The common agent port is not an
integer or exceeds its scope.
The common agent hostname is blank.
Explanation: The command-line interface attempts to
determine the hostname on which the common agent is
installed. This message is displayed if the hostname is
empty.
System action: The command-line interface will
attempt to contact the common agent on the specified
default (localhost) common agent host.
BTC7264E
The socket factory was not set.
Explanation: When establishing the connection, there
was an attempt to use the socket factory, which was not
set. In order to make this work correctly, the Configure
method must be called.
System action: When using the socket factory the
OSGIServiceSocketFactory or WebServiceProxyFactory
object was not initialized and SocketFactory was not
provided.
Programmer response: Call the Configure method on
OSGIServiceSocketFactory or WebServiceProxyFactory
objects, and provide the SocketFactory class before
using it.
Explanation: This message is displayed when the
316
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7265E • BTC7275W
BTC7265E
Unable to build a description of the
operating system - exception_cause
Explanation: An exception occurred when obtaining
the system information (operating system name and
version, computer system GUID and network
interfaces).
Administrator response: Check whether the GUID is
installed and it is working properly.
BTC7266E
The certificate revocation list has not
been signed by a proper certificate
authority.
Explanation: The truststore is not consistent. It should
be refreshed.
System action: During the verification of the
certification revocation list, trust certificates are not
signed properly.
Administrator response: Renew the trust certificates.
BTC7268E
The certificate revocation list could not
be stored.
Explanation: A problem occurred when storing the
certificate revocation list. It could have been caused by
the encoding of the X509Crl object or by writing it to
the hard drive.
System action: The client is trying to write to the hard
drive the certificate revocation list that has just been
downloaded.
Administrator response: Check whether there is
enough free space on the drive. If there is enough free
space, save the log files and contact IBM Customer
Support.
BTC7269E
The configuration downloaded from the
agent manager was not consistent or
correct.
Explanation: A problem occurred when building a
URL array with the configuration downloaded from the
agent manager. The configuration data provided by the
agent manager was not correct and the array could not
be built.
System action: The configuration provided by the
agent manager during the configuration download
might be corrupt.
Administrator response: Save the log files and contact
IBM Customer Support.
BTC7272E
The certificates could not be encoded
into a byte array.
Explanation: A problem occurred when sending the
certificates. They could not be encoded into byte array.
The communication is not possible.
System action: The client is not able to encode
certificates while sending the status information.
Administrator response: Save the log files and contact
IBM Customer Support.
BTC7273E
A problem occurred when building the
network information about the client.
Explanation: The network information could not be
sent. Incorrect IP address provided by the status
bundle.
System action: During sending status information the
client is not able to gather host information.
Administrator response: Save the log files and contact
IBM Customer Support.
The key pair could not be generated.
Explanation: An exception occurred when generating
the key pair. The algorithm provided by the
configuration was unknown.
Administrator response: Save the system environment
configuration and log files, and contact IBM Customer
Support.
BTC7270E
BTC7271E
The certificates could not be stored.
Explanation: A problem occurred when storing the
certificates. It could have been caused by issues of trust
or key store.
System action: The client is trying to write to the hard
drive the certificate that has just been downloaded.
Administrator response: Check whether there is
enough free space on the drive. If there is enough free
space, save the log files and contact IBM Customer
Support.
BTC7274E
The configuration could not be stored.
Explanation: The downloaded configuration cannot be
stored on the hard drive due to lack of free space,
incorrect file name or incorrect configuration provided
by the agent manager.
System action: The client is not able to store its
configuration.
Administrator response: Verify whether there is
enough free space and the configuration file name is set
correctly.
BTC7275W
The port argument used to run the
command was not valid. Using port
value from the properties file.
Chapter 25. Messages
317
BTC7276E • BTC7401E
BTC7276E
No CLI command values have been
specified.
Explanation: No CLI command parameters have been
provided.
Administrator response: Provide the appropriate
parameters and run agentcli command again.
BTC7277E
A problem occurred during the
serialization of the parameter. The value
of the parameter was not correct.
Explanation: The information that identifies the
certificates to be revoked is not proper.
Administrator response: Provide the valid serial
number or GUID of the workstation, for which
certificates will be revoked.
BTC7278W
BTC7279E
The service for downloading the
certificate revocation list is not
available.
BTC7283E
The file could not be pushed.
Explanation: A communication problem occurred
while attempting to push the file.
System action: There is no connection between the
client and the common agent.
Administrator response: Check whether the agent is
up and running and the agent's host is reachable for
the client.
BTC7295E
Unable to read or write the repository.
Explanation: The reregistration toolkit has not been
able to reregister. The repository is not valid or it does
not exist.
System action: A problem ocurred during accessing
the certificate repository. There is no store file, file
names are not correct or the content of the stores is not
correct.
Administrator response: Check whether the store files
exist and are readable. If the content is not correct,
renew the certificates.
Could not find a file to push.
Explanation: The provided source file path which is
pushed to the common agent is not correct.
BTC7296E
System action: The provided source file path does not
exist or is not readable.
Explanation: The reregistration toolkit was not able to
reregister due to registration problems.
Administrator response: Provide the proper file
location in order to successfully push the file to the
common agent.
System action: There is a problem during
reregistration of the resource manager.
BTC7280E
The obtained socket is null.
Unable to register with the agent
manager.
Administrator response: Check whether the agent
manager is up and running and if there are any
problems with accessing store files.
Explanation: There is no socket available to
communicate with the common agent. It is caused by
an internal error.
BTC7297E
Administrator response: Save the log files and contact
IBM Customer Support.
Explanation: The reregistration toolkit was not able to
reregister due to communication problems.
BTC7281E
System action: The agent manager is not reachable or
is down.
One of the parameters is null. The
hostname is: hostname The source file is:
src_file The target directory is: target_dir
The target file is: target_file .
Explanation: One of the provided parameters is null.
Administrator response: Verify the provided
parameters and try to perform the operation again.
BTC7282E
The agent manager has thrown an
exception.
Explanation: The agent manager has thrown an
exception which causes the current operation to fail.
Unable to register with the agent
manager.
Administrator response: Check whether the agent
manager is up and running and its host is reachable.
BTC7401E
Unable to report the status of the
common agent to the agent manager.
Explanation: The status of the common agent could
not be reported due to a communication problem.
System action: The problem has occurred during the
connection to the agent manager.
Administrator response: Check whether the agent
manager is up and running and if its host is available.
Administrator response: Save the log files and contact
IBM Customer Support.
318
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7402E • BTC7417E
BTC7402E
The service provider is not available.
Explanation: The service provider cannot be verified.
Your registration might not be valid.
System action: The OSGi service which is required
during the communication with the agent manager is
not available.
Administrator response: Save the log files and contact
IBM Customer Support.
BTC7406E
The client of the status reporter service
is not available.
Explanation: There is no connection to the agent
manager or the client is being initialized.
System action: The client is not able to build the
proxy connection to the agent manager status service.
has been stopped, no changes have been made on the
destination host. The values for the
beanUpgradeApproval.selection parameter must be ''1''
or ''2''. The beanUpgradeApproval.selection parameter
is converted into the CASInstall.InstallType parameter
in the following way: ''1'' value will be converted into
CASInstall.InstallType=''upgrade'' ''2'' value will be
converted into CASInstall.InstallType=''install''
Administrator response: Verify the value of the
property beanUpgradeApproval.selection in the
common agent installer response file. Correct this value
if necessary or comment the whole property if the
default value is acceptable. Save the response file and
restart the common agent installer.
BTC7411E
Administrator response: Save the the log files and
contact IBM Customer Support.
BTC7408E
The response file value in the
beanEPInfoPanel.EP_Port field contains
an unsupported value - value. The
beanEPInfoPanel.EP_Port value must be
entirely numeric and between 1 and
65531. The last five port numbers from
the port range are used, among other
things, for nonstop functionality.
Explanation: The value of the property
beanEPInfoPanel.EP_Port set in the response file which
is passed as an argument to the common agent installer
launcher is not correct. The common agent installer is
not able to proceed. The installation process has been
stopped, no changes have been made on the
destination host. The beanEPInfoPanel.EP_Port value
must be entirely numeric and between 1 and 65531.
The last five port numbers from the port range are
used, among other things, for nonstop functionality.
Administrator response: Verify the value of the
property beanEPInfoPanel.EP_Port in the common
agent installer response file. Correct this value if
necessary or comment the whole property if the default
value is acceptable. Save the response file and restart
the common agent installer.
BTC7409E
The response file value in the
beanUpgradeApproval.selection field
contains an unsupported value - value.
The values for the
beanUpgradeApproval.selection
parameter must be ''1'' or ''2''.
Explanation: The value of the property
beanUpgradeApproval.selection set in the response file
which is passed as an argument to the common agent
installer launcher is not correct. The common agent
installer is not able to proceed. The installation process
The response file value in the
beanRegSvrInfoPanel.DownloadTrustChoice
field contains an unsupported value value. The
beanRegSvrInfoPanel.DownloadTrustChoice
is a Boolean-type parameter. Its value
must be either ''true'' or ''false''.
Explanation: The value of the property
beanRegSvrInfoPanel.DownloadTrustChoice set in the
response file which is passed as an argument to the
common agent installer launcher is not correct. The
common agent installer is not able to proceed. The
installation process has been stopped, no changes have
been made on the destination host. The
beanRegSvrInfoPanel.DownloadTrustChoice is a
Boolean-type parameter. Its value must be either ''true''
or ''false''. During the common agent installation this
parameter is converted into the
CASInstall.TruststoreType parameter in the following
way: ''true'' value will be converted into
CASInstall.TruststoreType=''download'' ''false'' value
will be converted into
CASInstall.TruststoreType=''demo'' or
CASInstall.TruststoreType=copy depending on the
value of the beanCopyCertOptionPanel.COPY_CERT
property.
Administrator response: Verify the value of the
property beanRegSvrInfoPanel.DownloadTrustChoice in
the common agent installer response file. Correct this
value if necessary or comment the whole property if
the default value is acceptable. Save the response file
and restart the common agent installer.
BTC7415W
The schedule synchronizer is still
working. Try to stop it before you
restart it.
BTC7417E
The password field and the
confirmation field cannot be empty.
Explanation: The common agent installer cannot
proceed the installation flow - registration password
verification - due to either the password field or the
Chapter 25. Messages
319
BTC7418E • BTC7467E
password confirmation field is empty. The registration
password is mandatory parameter in the configuration
of the common agent. Without this password the
common agent will not be able to register - obtain
certificates from the agent manager. The install
dialog/console masks the value which is entered into
the password fields. Because of this it is necessary to
type the password twice to make sure that a typing
error did not occur.
Administrator response: Check whether Recovery
service is up and running and whether Recovery
Service's host is reachable.
BTC7444E
Administrator response: Fill in both the password
field and the password confirmation field.
BTC7418E
The agent registration passwords do not
match. Type the same password in both
password fields.
Explanation: The common agent installer cannot
proceed the installation flow - registration password
verification - because the password field and its
confirmation field do not contain the same text. The
install dialog or console mask the value which is
entered into the password fields. Because of this it is
necessary to type the password twice to make sure that
a typing error did not occur.
Administrator response: Make sure the values typed
in the password field and in the password confirmation
field are identical.
BTC7418W
Unable to retrieve job from storage. The
file might be damaged.
BTC7419W
Job job_id does not exist in storage. The
file is damaged or has been deleted.
BTC7420W
Unable to communicate with the agent
manager. Check your network
connection and certificates.
BTC7421W
Unable to update the job status.
BTC7422W
Unable to get new jobs from the agent
manager.
BTC7423W
Unable to delete the jobs received from
the agent manager.
BTC7424W
Unable to get the client class for the
schedule synchronizer.
BTC7437E
Unable notify recovery service.
Explanation: Client is not able to send recovery
notification due to communication problem.
System action: Recovery service is down or is not
reachable.
320
The response file value in the
beanCopyCertOptionPanel.COPY_CERT
field contains an unsupported value value.
BeanCopyCertOptionPanel.COPY_CERT
is a Boolean-type parameter. Its value
must be either ''true'' or ''false''.
Explanation: The value of the property
beanCopyCertOptionPanel.COPY_CERT set in the
response file which is passed as an argument to the
common agent installer launcher is not correct. The
common agent installer is not able to proceed. The
installation process has been stopped, no changes have
been made on the destination host. The
beanCopyCertOptionPanel.COPY_CERT is a
Boolean-type parameter. Its value must be either ''true''
or ''false''. During the common agent installation this
parameter is converted into the
CASInstall.TruststoreType parameter in the following
way. The conversion take place only if the
beanRegSvrInfoPanel.DownloadTrustChoice property is
also set (true or false value). ''true'' value will be
converted into CASInstall.TruststoreType=''copy'' ''false''
value will be converted into
CASInstall.TruststoreType=''demo''
Administrator response: Verify the value of the
property beanCopyCertOptionPanel.COPY_CERT in the
common agent installer response file. Correct this value
if necessary or comment the whole property if the
default value is acceptable. Save the response file and
restart the common agent installer.
BTC7467E
The response file value in the
IgnorePortConflicts field contains an
unsupported value - value.
IgnorePortConflicts is a Boolean-type
parameter. Its value must be either
''true'' or ''false''.
Explanation: The value of the property
CASInstall.IgnorePortConflicts set in the response file
which is passed as an argument to the common agent
installer launcher is not correct. The common agent
installer is not able to proceed. The installation process
has been stopped, no changes have been made on the
destination host. The CASInstall.IgnorePortConflicts is
a Boolean-type parameter. Its value must be either
''true'' or ''false''.
Administrator response: Verify the value of the
property CASInstall.IgnorePortConflicts in the common
agent installer response file. Correct this value if
necessary or comment the whole property if the default
value is acceptable. Save the response file and restart
the common agent installer.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7468E • BTC7471E
BTC7468E
The response file value in the
InstallType field contains an
unsupported value - value. The value
must be either ''install'' or ''upgrade''.
Explanation: The value of the property
CASInstall.InstallType set in the response file which is
passed as an argument to the common agent installer
launcher is not correct. The common agent installer is
not able to proceed. The installation process has been
stopped, no changes have been made on the
destination host. The value of the
CASInstall.InstallType parameter must be either
''install'' or ''upgrade''.
Administrator response: Verify the value of the
property CASInstall.InstallType in the common agent
installer response file. Correct this value if necessary or
comment the whole property if the default value is
acceptable. Save the response file and restart the
common agent installer.
BTC7469E
The response file value in the
TruststoreType field contains an
unsupported value - value. The value
must be ''download'', ''demo'' or ''copy''.
Explanation: The value of the property
CASInstall.TruststoreType set in the response file which
is passed as an argument to the common agent installer
launcher is not correct. The common agent installer is
not able to proceed. The installation process has been
stopped, no changes have been made on the
destination host. The value of the
CASInstall.TruststoreType parameter must be
''download'', ''demo'' or ''copy''.
Administrator response: Verify the value of the
property CASInstall.TruststoreType in the common
agent installer response file. Correct this value if
necessary or comment the whole property if the default
value is acceptable. Save the response file and restart
the common agent installer.
BTC7470E
Validation of the legacy response file
from the 1.2 version has failed.
Explanation: One or more values of the legacy
properties (used in installers of the common agent in
version 1.2.x) are not correct. These properties are set in
the response file which is passed as an argument to the
common agent installer launcher. The common agent
installer is not able to proceed. The installation process
has been stopped, no changes have been made on the
destination host.
Administrator response: Review the pre-installation
log file in order to find the property name that is not
valid. Depending on the stage of the installer the
pre-installation log file (epPreinstall.log) can be found
in two locations: $D(temp)/epPreinstall.log or
installLocation/runtime/agent/logs/install/
epPreinstall.log. ''$D(temp)'' is the local system
temporary directory. ''installLocation'' is the property
provided in the response file or specified on the
destination dialog in the installer wizard. In the initial
stage, the pre-installation log file is created and
appended in the temporary location. Then it is copied
from the temporary location to the product installation
directory that was selected in the Destination dialog. It
is done after unsuccessful pre-installation phase, just
before the end of the installation program, or after the
successful pre-installation phase before the installation
phase begins. A very rare situation can also occur when
the installer is not be able to copy the log file to the
destination directory. In this situation the log file is left
in the temporary location and the next installers run
will append the logs to that file. Verify the values of
the legacy properties in the common agent installer
response file. Correct these values if necessary or
comment the whole property if the default value is
acceptable. Save the response file and restart the
common agent installer.
BTC7471E
Validation of the legacy response file
from the 1.3 version has failed.
Explanation: One or more values of the legacy
properties (used in installers of the common agent in
version 1.3.x) are not correct. These properties are set in
the response file which is passed as an argument to the
common agent installer launcher. The common agent
installer is not able to proceed. The installation process
has been stopped, no changes have been made on the
destination host.
Administrator response: Review the pre-installation
log file in order to find the particular property name
which value is not valid. Depending on the stage of the
installer the pre-installation log file (epPreinstall.log)
can be found in two locations: $D(temp)/
epPreinstall.log or installLocation/runtime/agent/logs/
install/epPreinstall.log. ''$D(temp)'' is the local system
temporary directory. ''installLocation'' is the property
provided in the response file or specified on the
destination dialog in the installer wizard. In the initial
stage, the pre-installation log file is created and
appended in the temporary location. Then it is copied
from the temporary location to the product installation
directory that was selected in the Destination dialog. It
is done after the unsuccessful pre-installation phase,
just before the end of the installation, or after successful
pre-installation phase before the installation phase
begins. A very rare situation can also occur in which
the installer is not be able to copy the log file to the
destination directory. In this situation the log file is left
in the temporary location and running next installers
will append the logs to that file. Verify the values of
the legacy properties in the common agent installer
response file. Correct these values if necessary or
comment the whole property if the default value is
acceptable. Save the response file and restart the
common agent installer.
Chapter 25. Messages
321
BTC7472E • BTC7474E
BTC7472E
The response file value in the
WindowsSpecifyUserAccount field
contains an unsupported value - value.
The WindowsSpecifyUserAccount is a
Boolean-type parameter. Its value must
be either ''true'' or ''false''.
Explanation: The value of the property
CASInstall.WindowsSpecifyUserAccount set in the
response file which is passed as an argument to the
common agent installer launcher is not correct. The
common agent installer is not able to proceed. The
installation process has been stopped, no changes have
been made on the destination host. The
CASInstall.WindowsSpecifyUserAccount is a
Boolean-type parameter. Its value must be either ''true''
or ''false''. During the common agent installation this
parameter is converted into the
CASInstall.WindowsAccountID parameter in the
following way:
CASInstall.WindowsSpecifyUserAccount=''true'' - the
value of the property CASInstall.WindowsAccountID
will not be changed
CASInstall.WindowsSpecifyUserAccount=''false'' - the
value of the property CASInstall.WindowsAccountID
will be null. After the conversion the internal value of
the property CASInstall.WindowsAccountID can be
overwritten with its counter part from the response file
because the legacy properties (such as
CASInstall.WindowsSpecifyUserAccount) are loaded
before the currently supported properties. Refer to the
response file template to verify which properties are
deprecated.
Administrator response: Verify the value of the
property CASInstall.WindowsSpecifyUserAccount in
the common agent installer response file. Correct this
value if necessary or comment the whole property if
the default value is acceptable. Save the response file
and restart the common agent installer.
BTC7473E
The response file value in the
PortsConfiguration field contains an
unsupported value - value. The value
must be ''DISABLE_HTTP_'',
''DISABLE_HTTPS'' or
''DISABLE_HTTP_,DISABLE_HTTPS''.
Explanation: The value of the property
CASInstall.PortsConfiguration set in the response file
which is passed as an argument to the common agent
installer launcher is not correct. The common agent
installer is not able to proceed. The installation process
has been stopped, no changes have been made on the
destination host. The value of the
CASInstall.PortsConfiguration parameter must be
''DISABLE_HTTP_'', ''DISABLE_HTTPS'' or
''DISABLE_HTTP_,DISABLE_HTTPS''. During the
common agent installation this parameter is converted
into the CASInstall.WebContainerPort and
CASInstall.WebContainerSSLPort parameter in the
322
following way: ''DISABLE_HTTP_'' value will be
converted into CASInstall.WebContainerPort=''-1''
''DISABLE_HTTPS'' value will be converted into
CASInstall.WebContainerSSLPort=''-1''
''DISABLE_HTTP_,DISABLE_HTTPS'' value will be
converted into CASInstall.WebContainerPort=''-1'' and
CASInstall.WebContainerSSLPort=''-1'' After the
conversion the internal value of the properties
CASInstall.WebContainerPort and
CASInstall.WebContainerSSLPort can be overwritten
with their counter parts from the response file because
the legacy properties (such as
CASInstall.PortsConfiguration) are loaded before the
currently supported properties. Refer to the response
file template to verify which properties are deprecated.
Administrator response: Verify the value of the
property CASInstall.PortsConfiguration in the common
agent installer response file. Correct this value if
necessary or comment the whole property if the default
value is acceptable. Save the response file and restart
the common agent installer.
BTC7474E
Validation of the response file has
failed.
Explanation: One or more values of the installer
properties are not correct. These properties are set in
the response file which is passed as an argument to the
common agent installer launcher. The common agent
installer is not able to proceed. The installation process
has been stopped, no changes have been made on the
destination host.
Administrator response: Review the pre-installation
log file in order to find the particular property name
which value is not valid. Depending on the stage of the
installer the pre-installation log file (epPreinstall.log)
can be found in two locations: $D(temp)/
epPreinstall.log or installLocation/runtime/agent/logs/
install/epPreinstall.log. ''$D(temp)'' is the local system
temporary directory. ''installLocation'' is the property
provided in the response file or specified on the
destination dialog in the installer wizard. In the initial
stage the pre-installation log file is created and
appended in the temporary location. Then it is copied
from the temporary location to the product installation
directory that was selected in the Destination dialog. It
is done after the unsuccessful pre-installation phase,
just before the end of the installation, or after the
successful pre-installation phase before the installation
phase begins. A very rare situation can also occur in
which the installer is not able to copy the log file to the
destination directory. In this situation the log file is left
in the temporary location and running next installers
will append the logs to that file. Verify the values of
the properties in the common agent installer response
file. Correct these values if necessary or comment the
whole property if the default value is acceptable. Save
the response file and restart the common agent
installer.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7475E • BTC7484E
BTC7475E
The specified URL does not have the
proper format.
Explanation: The common agent installer verifies the
subagent descriptor. Verification failed because the
location of the descriptor is not in the proper format of
Uniform Resource Locator (URL).
Administrator response: Make sure the specified
subagent descriptor location is a valid URL.
BTC7476E
The specified URL does not point to a
zip file.
Explanation: The common agent installer verifies the
subagent descriptor. Verification failed because the
location of the descriptor does not end with .zip or .ZIP
Administrator response: Make sure the specified
subagent descriptor location points to a compressed zip
file.
BTC7478E
No URL has been selected for deletion.
Explanation: The selection of an subagent descriptor
location is required to delete this subagent from the list
of subagents to be installed.
Administrator response: Select the subagent from the
list to delete it.
BTC7479E
The ZIP file specified by this URL is
not available. It is impossible to initiate
a ZIP input stream from it.
Explanation: The common agent installer verifies the
subagent descriptor. Verification failed because the
location of the descriptor is not physically accessible.
The probable cause for this problem is that the
specified subagent descriptor location is not accessible
over the network. The destination computer might be
shut down or the network connection might be broken.
Administrator response: Check the accessibility of the
host name for the specified subagent descriptor location
URL (e.g. ping host_name). If the host is accessible,
check if the subagent descriptor file does exist there.
BTC7482E
InstallShield internal error. See the
installation logs for more details.
Explanation: Unexpected conditions occurred and the
common agent installer is not able to proceed. The
installation process has been stopped. All changes
which were made on the destination host until the
error conditions ocurred have been rolled back. The
problem can be related to the installer packaging or
local system environment. The log files should contain
more information about the error.
Administrator response: Review the installation log
file in order to find the problem cause. The installation
log file (epInstall.log) can be found in the common
agent installation directory: installLocation/runtime/
agent/logs/install/epInstall.log. ''installLocation'' is the
property provided in the response file or specified on
the destination dialog in the installer wizard. If
problem is related to the local system environment,
make necessary corrections and restart the common
agent installer. If the problem persists, gather all the log
files (installLocation/runtime/agent/logs/install
directory) and contact customer support.
BTC7483E
The TivGUID installer has failed. See
the TivGuid installer's logs for more
details.
Explanation: The TivGUID installer returned non zero
exit code which means that the installation of the
TivGUID component on the local system failed.
TivGUID component is a mandatory prerequisite for
the common agent and should be installed on the
system before the common agent is started. The
common agent installer is not able to proceed. The
installation process has been stopped. All changes
which were made on the destination host until the
error conditions occured have been rolled back. The
TivGUID installer's log file should contain more
information about the error and what could be the
cause of the error.
Administrator response: Review the TivGUID
installer's log files in order to find the problem cause.
These log files can be located in the common agent
installation directory: installLocation/runtime/agent/
logs/install. ''installLocation'' is the property provided
in the response file or specified on the destination
dialog in the installer wizard. There are two log files
for TivGUID installation command:
tivGuidInstallOut.log for the standard output and
tivGuidInstallErr.log for the standard error stream.
There is also additional log file for the Windows
platforms - winTivGuidInstall.log. Review the
installation log file as well (epInstall.log). The
installation log file can be also found in the common
agent installation directory. If problem is related to the
local system environment, make necessary corrections
and restart the common agent installer. If the problem
persists, gather all the log files (installLocation/
runtime/agent/logs/install directory) and contact
customer support.
BTC7484E
An error occurred when retrieving the
system GUID. See the installer logs for
more details.
Explanation: Globally Unique Identifier (GUID) is
generated and read after successful TivGUID
component installation. TivGUID component is a
mandatory prerequisite for the common agent and is
installed along with the common agent. In order to
retrieve the system GUID, which is usually done by the
common agent during the registration, it is necessary to
create the suitable GUID on the local system. An error
Chapter 25. Messages
323
BTC7485E • BTC7488E
occurred and the system GUID cannot be created. The
common agent installer is not able to proceed. The
installation process has been stopped. All changes
which were made on the destination host until the
error conditions ocurred have been rolled back. The
common agent installer's log file (epInstall.log) should
contain more information about the error and what
could be the cause of the error.
make sure that the port number is an integer and
proceed with the installation. In the silent mode verify
the value of the port property (specified in the error
message) in the common agent installer response file.
Set the value in a valid format or comment the whole
property if the default value is acceptable. Save the
response file and restart the common agent installer.
Administrator response: Review the installation log
file (epInstall.log) in order to find the problem cause.
This log file can be located in the common agent
installation directory: installLocation/runtime/agent/
logs/install. ''installLocation'' is the property provided
in the response file or specified on the destination
dialog in the installer wizard. If problem is related to
the local system environment, make necessary
corrections and restart the common agent installer. If
the problem persists, gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support.
BTC7487E
BTC7485E
The fieldName field cannot be empty.
Explanation: The mandatory parameter's value was
not provided. This error condition can occur in the
installer GUI mode, console mode and in the silent
mode as well. In each mode the common agent installer
is not able to proceed. Additionally, in case of silent
mode, the installation process is stopped. No changes
are made on the destination host. In the GUI or console
mode one of the fields in the wizard dialog is empty. In
the silent mode one of the response file parameters is
set to empty value (CASInstall.Parameter=,
CASInstall.Parameter=null or CASInstall.Parameter= ).
Administrator response: In the GUI or console mode
enter the value to the field specified in the error
message and proceed with the installation. In the silent
mode verify the value of the property (specified in the
error message) in the common agent installer response
file. Set the value or comment the whole property if the
default value is acceptable. Save the response file and
restart the common agent installer.
BTC7486E
The port number in the fieldName field
must be entirely numeric and between 1
and 65536.
Explanation: The specified port number is not in a
valid format. It must be entirely numeric and between
1 and 65536. This error condition can occur in the
installer GUI mode, console mode and in the silent
mode as well.
System action: The specified port will not be used
because it is not in a valid format. In each mode
(wizard or silent) the common agent installer is not
able to proceed. Additionally, in case of silent mode the
installation process is stopped. No changes are made
on the destination host.
Administrator response: In the GUI or console mode
324
The following ports are already in use:
list The port conflict might prevent the
common agent from starting or
operating correctly.
Explanation: The specified port number is already in
use on the local host. This error condition can occur in
the installer GUI mode, console mode and in the silent
mode as well.
System action: The specified port number will not be
used. In each mode (wizard, console, or silent) the
common agent installer is not able to proceed.
Additionally, in case of silent mode the installation
process is stopped. No changes are made on the
destination host.
Administrator response: In the GUI or console mode
change the port number or release occupied port on the
local system. After the changes proceed with the
installation. In the silent mode change the number of
the port property (specified in the error message) in the
common agent installer response file. Another
possibility is to release the occupied port on the local
system. After the applying the changes restart the
common agent installer.
BTC7488E
The following port conflicts have been
detected: list
Explanation: The same port number has been
specified for different properties. Each property in the
common agent configuration, which defines port
number should have different value. These properties
are: the common agent port, two ports for nonstop
service, HTTP transport port and HTTPS transport
port. This error condition might occur in the installer
GUI mode, console mode and in the silent mode as
well.
System action: In each mode (wizard or silent) the
common agent installer is not able to proceed.
Additionally, in case of silent mode the installation
process is stopped. No changes are made on the
destination host.
Administrator response: In GUI or console mode
make sure that the port numbers specified in the
common agent connection information dialog have the
unique values. After applying the necessary changes,
proceed with the installation. In silent mode verify the
port numbers in the common agent installer response
file. Check the values of the following properties:
CASInstall.AgentPort, CASInstall.NonstopPort1,
CASInstall.NonstopPort2, CASInstall.WebContainerPort,
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7490E • BTC7498E
CASInstall.WebContainerSSLPort. Make the changes or
comment the whole properties. Save the response file
and restart the common agent installer.
BTC7490E
The response file value in the
PortsConfigDisableHTTP field contains
an unsupported value - value.
PortsConfigDisableHTTP is a
Boolean-type parameter. Its value must
be either ''true'' or ''false''.
Explanation: The value of the property
CASInstall.PortsConfigDisableHTTP set in the response
file which is passed as an argument to the common
agent installer launcher is not correct. The common
agent installer is not able to proceed. The installation
process has been stopped, no changes have been made
on the destination host. The
CASInstall.PortsConfigDisableHTTP is a Boolean-type
parameter. Its value must be either ''true'' or ''false''.
Administrator response: Verify the value of the
property CASInstall.PortsConfigDisableHTTP in the
common agent installer response file. Correct this value
if necessary or comment the whole property if the
default value is acceptable. Save the response file and
restart the common agent installer.
BTC7491E
The response file value in the
PortsConfigDisableHTTPS field
contains an unsupported value - value.
PortsConfigDisableHTTPS is a
Boolean-type parameter. Its value must
be either ''true'' or ''false''.
Explanation: The value of the property
CASInstall.PortsConfigDisableHTTPS set in the
response file which is passed as an argument to the
common agent installer launcher is not correct. The
common agent installer is not able to proceed. The
installation process has been stopped, no changes have
been made on the destination host. The
CASInstall.PortsConfigDisableHTTPS is a Boolean-type
parameter. Its value must be either ''true'' or ''false''.
Administrator response: Verify the value of the
property CASInstall.PortsConfigDisableHTTPS in the
common agent installer response file. Correct this value
if necessary or comment the whole property if the
default value is acceptable. Save the response file and
restart the common agent installer.
BTC7493E
Exiting the installer. The error code is
errorCode.
Explanation: Unexpected conditions occurred and the
installer of the common agent is not able to proceed.
The installation process has been stopped, no changes
have been made on the destination host. Suitable error
code is returned. One of the possible causes of the error
can be the values of the installer properties are not
correct. These properties are set in the response file
which is passed as an argument to the common agent
installer launcher.
Administrator response: Review the pre-installation
log file (epPreinstall.log) in order to find the cause of
the error. Depending on the stage of the installer the
pre-installation log file can be found in two locations:
$D(temp)/epPreinstall.log or installLocation/runtime/
agent/logs/install/epPreinstall.log. ''$D(temp)'' is the
local system temporary directory. ''installLocation'' is
the property provided in the response file or specified
on the destination dialog in the installer wizard. In the
initial stage the pre-installation log file is created and
appended in the temporary location. Then it is copied
from the temporary location to the product installation
directory that was selected in the Destination dialog. It
is done after unsuccessful pre-installation phase, just
before the end of the installation program, or after
successful pre-installation phase before the installation
phase begins. A very rare situation can also occur in
which the installer program is not be able to copy the
log file to the destination directory. In this situation the
log file is left in the temporary location and running
next installers will append the logs to that file. Correct
the properties' values in the installer response file if
necessary. If problem is related to the local system
environment, make necessary corrections and restart
the common agent installer. If the problem persists,
gather all the log files (installLocation/runtime/agent/
logs/install directory) and contact customer support.
BTC7498E
Unable to load the bundle registry:
message.
Explanation: The uninstaller of the common agent is
not able to load two files: initialBundles.txt and
currentBundles.txt. These files are written in the
following location: CA_HOME/runtime/agent/config
(CA_HOME is the path to the root directory of the
common agent installation). They contain information
about products' bundles which were installed on the
common agent. These bundles should be uninstalled
prior to the common agent uninstallation. The files
cannot be loaded if they do not exist in the known
location or cannot be read.
Administrator response: If the
CASInstall.ForceUninstall=''true'' option was specified
the common agent uninstaller will proceed even if the
bundle registry files cannot be loaded. No action is
required in such case. If the common agent uninstaller
has stopped because of this error and it is necessary to
uninstall the agent, make sure that the subagents
(products' bundles) are already uninstalled or uninstall
them manually from the common agent. Restart the
common agent uninstallation with the
CASInstall.ForceUninstall=''true'' option specified.
Chapter 25. Messages
325
BTC7501E • BTC7520E
BTC7501E
An error occurred during the reneval of
the certificate revocation list.
Explanation: The ertificate revocation list could not be
renewed due to problems during communication or
storing.
System action: The client is not able to communicate
with the agent manager or the certificate revocation list
could not be stored.
Administrator response: Check whether the agent
manager is up and running and whether there is
enough free space on the hard drive.
BTC7504E
The common agent did not find any
valid credentials that matched the agent
identity.
Explanation: The validation of the certificates failed
due to unknown identity found in the certificates or
there are no certificates.
System action: The validation of the certificates failed
due to unknown identity in the certificates or there are
no certificates.
Administrator response: Reregister the common
agent.
there is no connectivity between the common agent and
the agent manager.
Administrator response: Check whether the agent
manager is up and running and if there is enough free
space on the hard drive.
BTC7508E
Explanation: The common agent is not able to build
trust managers using the truststore.
System action: There is no truststore or it is not valid.
Administrator response: Refresh the trust certificates
downloading them from the agent manager.
BTC7509E
The common agent failed to update the
certificate revocation list.
Explanation: The common agent is not able to update
the certificate revocation list.
System action: The certificate revocation list could not
be stored or there is no connectivity between the
common agent and the agent manager.
Administrator response: Check whether the agent
manager is up and running and if there is enough free
space on the hard drive.
System action: There is no truststore or it is not valid.
Administrator response: Refresh the trust certificates
downloading them from the agent manager.
The common agent failed to reset
credentials.
Explanation: The common agent is not able to reset
credentials.
System action: The credentials could not be stored or
there is no connectivity between the common agent and
the agent manager.
Administrator response: Check whether the agent
manager is up and running and if there is enough free
space on the hard drive.
BTC7507E
An error occurred during certificates
renewal.
Explanation: The common agent is not able to renew
certificates.
System action: Certificates could not be stored or
there is no connectivity between the common agent and
the agent manager.
Administrator response: Check whether the agent
manager is up and running and if there is enough free
space on the hard drive.
BTC7520E
BTC7506E
Verification of the common agent
truststore failed.
Explanation: The common agent is not able to verify
the truststore.
BTC7516E
BTC7505E
The common agent failed to obtain the
trust managers.
The notification exception has been
thrown.
Explanation: The common agent is notifying the
credential listeners as one of them has thrown an
exception.
System action: During notification of the credential
listeners exception was thrown.
Administrator response: Gather log files and contact
IBM customer support.
Programmer response: Check whether any external
credential listeners implementations do not throw any
exceptions.
The common agent failed to renew
credentials.
Explanation: The common agent is not able to renew
credentials.
System action: The credentials could not be stored or
326
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7521E • BTC7613E
BTC7521E
An error occurred during credentials
validation.
BTC7605E
An error occured while calling the
Common Agent Query Service
error_message.
Explanation: Either the credentials are currently not
valid, or the ID information in the credentials is
incorrect.
Explanation: The invocation of Common Agent Query
Service failed.
System action: Communication from the common
agent will fail.
User response: Check the traceMigration.log file for
more information on the error.
Administrator response: Update the common agent
with valid credentials.
BTC7609E
BTC7522W
Unable to execute the requested
operation because the specified bundle
was not found in the OSGi registry.
Explanation: The bundle is not deployed in the OSGi
framework.
System action: No action on the specified bundle can
be taken.
Administrator response: Install the specified bundle.
BTC7601E
Explanation: The migration tool failed to notify
common agents about changes in the agent manager
configuration.
User response: Check the traceMigration.log file for
more information on reasons for the error.
BTC7611E
The param_name parameter specified in
the command line is not valid.
Explanation: The parameter specified in the command
line is not valid and cannot be interpreted.
User response: Check the command line interface
with help parameter only and correct the invalid
parameters.
BTC7602E
The value param_value of the command
line parameter param_name is not valid.
Explanation: The value of the parameter specified in
the command line is not valid.
User response: Check the command line interface
with help parameter only and correct the invalid
parameter value.
BTC7603E
The value for the command line
parameter param_name was not specified.
Explanation: No value was specified for the command
line parameter.
User response: Run the tool once again providing the
value of the parameter as described in the command
line help.
BTC7604E
The command line parameter
param_name was not specified.
Explanation: The mandatory command line parameter
was not specified.
The migration tool could not notify the
common agent agent_id about the
changes in the agent manager
configuration.
The the following parameters: os guid
operating system GUID, install_dir
installation directory of the common
agent located at ip_address IP address,
port_number port, do not match the
operating system GUID os_guid and the
installation directory install_dir obtained
from the agent manager.
Explanation: One of the reasons the paramteres do not
match is a change in the common agent IP address. The
migration tool is connected to an improper common
agent. Another reason is that there are two common
agents that report the same IP addresses and ports, but
they are located in different networks and the
connection can only be established to one of them.
Administrator response: Make sure the common
agent the tool tried to contact is running. Force it to
send its current status to the agent manager to refresh
the endpoint connection details. If the problem persists,
copy the migration tool to the network where the
common agent is located and run the tool once again.
The readme file for the tool contains an instruction how
to copy the tool onto another host.
BTC7613E
The migration tool could not configure
the agent manager client using the
following configuration file file_path.
Explanation: The agent manager client cannot be
initialized using the configuration file.
User response: Check the traceMigration.log file for
more information on the errors.
User response: Run the tool once again providing at
least the required parameters and their values as
described in the command line help.
Chapter 25. Messages
327
BTC7614E • BTC7820E
BTC7614E
The migration tool could not connect to
the agent manager.
Explanation: The migration tool could not contact the
agent manager.
endpoint.properties. Usually the path to this file is
already specified in the tool script. The present error
can occur when the file does not exist, when its content
is damaged or cannot be read. LWI_HOME is the
common agent installation directory file path.
User response: See the traceMigration.log and
msgMigration.log file for details.
Administrator response: Make sure that the file
LWI_HOME/runtime/agent/config/
endpoint.properties exists and can be read. Review the
command line tool log file which is written in the
LWI_HOME/runtime/agent/logs directory. This log
file might contain more information about the cause of
the error. If the problem is related to the local system
environment, take the necessary corrections and restart
the command line tool. If the problem persists, gather
all the log files (LWI_HOME/runtime/agent/logs
directory) and contact customer support.
BTC7616W
BTC7819E
User response: Check whether the agent manager is
running. If it is, check the traceMigration.log file for
more information on the error.
BTC7615E
A general error occured. The migration
tool could not be run.
Explanation: The migration tool could not be run.
BTC7618E
The agent manager did not provide any
contact data for the common agent with
the following guid agent_id.
The migration tool could not uninstall
the bundle bundle_name for the common
agent with the following parameters:
guid agent_id, IP address ip_address, port
port_number.
Explanation: The migration tool could not uninstall
the bundle using services exposed by the common
agent.
Administrator response: Uninstall the bundle and
delete the bundle file manually before the affected
common agent restarts.
BTC7619E
The migration tool could not delete the
bundle bundle_file file for the common
agent with the following parameters:
guid agent_id, IP address ip_address, port
port_number.
Explanation: The migration tool could not delete the
bundle using Web services exposed by the common
agent.
Administrator response: Delete the bundle file
manually from the affected common agent file system.
BTC7620W
The delay parameter of the migration
tool was set to a negative number. The
tool is not waiting for the next common
agent query service call and exits after
the first loop.
BTC7818E
The common agent configuration could
not be retrieved from the specified file.
Explanation: The command line tool need to read the
common agent configuration which is written in the
LWI_HOME/runtime/agent/config/
328
The port argument read from the
properties file is not valid.
Explanation: The command line tool need to read the
common agent port number which is written in the
LWI_HOME/runtime/agent/config/
endpoint.properties file. The port number is set in the
''ep.port'' property. The value of this property must be
entirely numeric and between 1 and 65531. LWI_HOME
is the common agent installation directory file path.
Administrator response: Review the command line
tool log file (agentcli.log.x) which is written in the
LWI_HOME/runtime/agent/logs directory. This log
file might contain more information about the cause of
the error. Verify the value of the property ''ep.port'' in
the common agent configuration file. Correct this value
if necessary. Changes in the endpoint.properties file can
influence the common agent state and you might need
to restart the common agent. Make necessary
corrections and restart the command line tool. If the
problem persists, gather all of the log files
(LWI_HOME/runtime/agent/logs directory) and
contact customer support.
BTC7820E
The properties file does not contain the
port definition ep.port. Define it or
specify it as a command argument.
Explanation: The command line tool is not able to
read the common agent port number which is written
in the LWI_HOME/runtime/agent/config/
endpoint.properties file. The port number should be set
in the ''ep.port'' property. If the property is missing, the
common agent state might be influenced. LWI_HOME
is the common agent installation directory file path.
Administrator response: Make sure that the property
''ep.port'' in specified in the common agent
configuration file. Set the property value if necessary.
Changes in the endpoint.properties file can influence
the common agent state. You might need to restart the
common agent. After applying the necessary
corrections, restart the command line tool. If the
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7822E • BTC7825E
problem persists gather all the log files
(LWI_HOME/runtime/agent/logs and
LWI_HOME/logs directories) and contact customer
support.
BTC7822E
Unable to initialize the AgentClient
component - security repository
exception.
Explanation: The command line tool is not able to
initialize the secure connection based on the certificates
of the common agent. This error condition can occur in
the following situations: The common agent does not
have certificates. For example it is not registered with
the agent manager. The certificates files are corrupted
or cannot be read or loaded. The certificates belong to
the other common agent. They were issued for another
common agent instance. It is also possible that the
GUID was changed (regenerated) on the specified host
and the common agent was not reregistered in order to
obtain new certificates based on the new identity. The
GUID cannot be read on the specified host and the
certificates cannot be verified. The GUID is provided by
TivGUID component which is installed along the
common agent.
Administrator response: Make sure the common
agent is registered with the agent manager and
contains certificate file. It is usually written in the
following location: LWI_HOME/runtime/agent/cert/
agentKeys.jks. Try to reregister the common agent in
order to obtain new certificates. After applying the
necessary corrections, restart the command line tool. If
the problem persists, gather all the log files
(LWI_HOME/runtime/agent/logs and
LWI_HOME/logs directories) and contact customer
support. LWI_HOME is the common agent installation
directory file path.
BTC7823E
Unable to initialize the AgentClient
component - a communication
exception.
Explanation: The command line tool is not able to
proceed because an error occurred while
communicating with the remote service over secure
connection. The remote service runs on the common
agent or on the agent manager. There might be also a
problem with setting up the secure connection.
Administrator response: Make sure the remote part
(the common agent or the agent manager), with which
the communication is going to be set up is running.
Review the command line tool log file in order to find
the problem cause. This log file is written in the
LWI_HOME/runtime/agent/logs directory. It might
contain more information about the cause of the error.
LWI_HOME is the common agent installation directory
file path. If the problem is related with the local system
environment, make necessary corrections and restart
the command line tool. If the problem persists, gather
all the log files (LWI_HOME/runtime/agent/logs and
LWI_HOME/logs directories) and contact customer
support.
BTC7824E
The common agent service returned null
result.
Explanation: The common agent service invoked by
the command line tool returned null result. Services
which are exposed through the command line service
should return information about the method execution
(success or failure) for each method. There might have
been error situation on the common agent side and the
method execution failed without any result.
Administrator response: Review the command line
tool log file (agentcli.log.x)in order to find the problem
cause. This log file is written in the
LWI_HOME/runtime/agent/logs directory. It might
contain more information about the cause of the error.
Review the common agent log files as well. They are
written in the LWI_HOME/logs directory. LWI_HOME
is the common agent installation directory file path. If
the problem is related with the local system
environment, make necessary corrections and restart
the command line tool. If the problem persists, gather
all the log files (LWI_HOME/runtime/agent/logs and
LWI_HOME/logs directories) and contact customer
support.
BTC7825E
A communication error has occurred.
Verify that the common agent is
registered and active.
Explanation: The command line tool is not able to
proceed because it is not able to retrieve the proxy
object to the com.ibm.tivoli.cas.agent.core.cli.CLIService
service. The secure connection with the common agent
has been established successfully, however the proxy
object is null.
Administrator response: Make sure the
com.ibm.tivoli.cas.agent.core.cli.CLIService service is
active and registered in the common agent. Review the
command line tool log file (agentcli.log.x)in order to
find the problem cause. This log file is written in the
LWI_HOME/runtime/agent/logs directory. It might
contain more information about the cause of the error.
Review the common agent log files as well. They are
written in the LWI_HOME/logs directory. LWI_HOME
is the common agent installation directory file path. If
the problem is related with the local system
environment, make necessary corrections and restart
the command line tool. If the problem persists gather
all the log files (LWI_HOME/runtime/agent/logs and
LWI_HOME/logs directories) and contact customer
support.
Chapter 25. Messages
329
BTC7826E • BTC7837E
BTC7826E
The status type passed to the tool is not
valid.
Explanation: The command line tool
updateAgentStatus.bat(sh) is not able to proceed. The
status type passed to the tool is not supported. The
following list contains the supported statuses: 5 started, 7 - stopped, 11 - uninstalled. The specified
status was not reported to the agent manager.
Administrator response: Specify the supported status
type to the updateAgentStatus.bat(sh) command line
tool.
BTC7830E
The file containing information about
the version of the application_name
application was not found.
Explanation: The file with the version information
about the common agent was not found. This file
should exist in the common agent profile directory
LWI_HOME/runtime/agent. Its name starts with the
prefix ''BTCJ'' and has the extention ''.sys''. LWI_HOME
is the common agent installation directory file path.
Administrator response: Make sure the file
LWI_HOME/runtime/agent/BTCJ*.sys exists.
BTC7831E
An error occurred while trying to read
the file containing the information
about the version of the application_name
.
Explanation: An IOException was caught while trying
to read the version information file for the common
agent. This file should exist in the common agent
profile directory LWI_HOME/runtime/agent. Its name
starts with the prefix ''BTCJ'' and has the extention
''.sys''. In the present error either the file does not exist
or it cannot be read. LWI_HOME is the common agent
installation directory file path.
Administrator response: Make sure the file
LWI_HOME/runtime/agent/BTCJ*.sys exists and can
be read. The user who is running the command line
tool should have the suitable permission to read this
file.
BTC7832E
Unable to initialize the AgentClient
component - certificate not yet valid.
Explanation: The command line tool agentcli.bat(sh) is
not able to initialize a secure connection based on the
certificates of the common agent. The certificates issued
by the agent manager are not yet valid. This error
condition can occur when the agent manager time
settings are not synchronized with the common agent
time. It might also occur when the time on the common
agent was turned back after the certificates were
received from the agent manager.
correct. Set the correct time or wait a few moments
until the certificates time period will be valid. If
necessary, try to reregister the common agent in order
to obtain new certificates. After applying the necessary
corrections, restart the command line tool. If the
problem persists, gather all the log files
(LWI_HOME/runtime/agent/logs and
LWI_HOME/logs directories) and contact customer
support. LWI_HOME is the common agent installation
directory file path.
BTC7836E
The following ports are already in use:
list. The port conflict might prevent the
common agent from starting or
operating correctly.
Explanation: The specified port number is already in
use on the local host. The configuration tool
(configure.bat(sh)) is not able to proceed. The specified
port number cannot be used. The configuration process
has been stopped. Note that the post-install
configuration tool reads options from the command
line, from the specified properties file or from the
common agent installer response file. It also contains
default values for some properties. The value of a
specified property which is going to be applied to the
common agent configuration depends also on the order
of the options specified in the command line (for
example when the property is specified in the
command line and also in the properties file). The latest
property value is taken into consideration. If the
property is not specified at all, a default value is
applied to the configuration.
Administrator response: Specify the available port
number or release the occupied port on the local
system. Restart the common agent post-install
configuration tool.
BTC7837E
The configuration parameter parameter
cannot be empty.
Explanation: The post-install configuration tool
(configure.bat(sh)) is not able to proceed. The
mandatory parameter value was not provided. The
configuration process has been stopped. Note that the
post-install configuration tool reads options from the
command line, from the specified properties file or
from the common agent installer response file. It also
contains default values for some properties. This error
condition can occur when the tool options are loaded
from the file.
Administrator response: Verify that the value of the
property (specified in the error message) in the
command options file. Set the value or comment the
whole property if the default value is acceptable. Save
the options file and restart the common agent
post-install configuration tool.
Administrator response: Make sure the time settings
on the common agent and on the agent manager are
330
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7838E • BTC7846E
BTC7838E
The port number in the configuration
parameter parameter must be entirely
numeric and between 1 and 65536.
Explanation: The specified port number is not in a
valid format. It must be entirely numeric and between
1 and 65536. The post-install configuration tool
(configure.bat(sh)) is not able to proceed. The specified
port number cannot be used. The configuration process
has been stopped. Note that the post-install
configuration tool reads options from the command
line, from the specified properties file or from the
common agent installer response file. It also contains
default values for some properties. The value of a
specified property which is going to be applied to the
common agent configuration depends also on the order
of the options specified in the command line (for
example when the property is specified in the
command line and also in the properties file). The latest
property value is taken into consideration. If the
property is not specified at all, the default value is
applied to the configuration.
Administrator response: Verify the value of the port
property (specified in the error message). Set the value
in a valid format or comment the whole property if the
default value is acceptable. Restart the common agent
post-install configuration tool.
BTC7839E
The port number in the configuration
parameter parameter must be entirely
numeric and between 1 and 65536. The
value -1 is also allowed. It is used to
disable Web Container functionality.
Explanation: The specified port number is not in a
valid format. It must be entirely numeric and between
1 and 65536. The value -1 is also allowed. It is used to
disable the Web Container functionality. The post-install
configuration tool (configure.bat(sh)) is not able to
proceed. The port number specified cannot be used.
The configuration process has been stopped. Note that
the post-install configuration tool reads options from
the command line, from the specified properties file or
from the common agent installer response file. It also
contains default values for some properties. The value
of a specified property which is going to be applied to
the common agent configuration depends also on the
order of the options specified in the command line (for
example when the property is specified in the
command line and also in the properties file). The latest
property value is taken into consideration. If the
property is not specified at all, the default value is
applied to the configuration.
Administrator response: Verify the value of the port
property (specified in the error message). Set the value
in a valid format or comment the whole property if the
default value is acceptable. Restart the common agent
post-install configuration tool.
BTC7840E
The following port conflicts have been
detected: list.
Explanation: The same port number has been
specified for different properties. Each property in the
common agent configuration, which defines port
number should have different value. These properties
are: the common agent port, two ports for nonstop
service, HTTP transport port and HTTPS transport
port. The post-install configuration tool
(configure.bat(sh)) is not able to proceed. The port
numbers specified cannot be used. The configuration
process has been stopped. HTTP transport port and
HTTPS transport port might have the same value (-1)
in case when they are going to be disabled. Note that
the post-install configuration tool reads options from
the command line, from the specified properties file or
from the common agent installer response file. It also
contains default values for some properties. The value
of a specified property which is going to be applied to
the common agent configuration depends also on the
order of the options specified in the command line (for
example when the property is specified in the
command line and also in the properties file). The latest
property value is taken into consideration. If the
property is not specified at all, the default value is
applied to the configuration.
Administrator response: Verify the value of the ports
properties (specified in the error message). Set the
unique values. Restart the common agent post-install
configuration tool.
BTC7846E
An error while executing the command.
Review the log files of the command to
determine the problem cause.
Explanation: The common agent installer or the
post-install configuration tool (configure.bat(sh)) was
not able to execute the external process. To perform
some configuration tasks, the installer or
configure.bat(sh) tool invoke the following tools:
agentcli.bat(sh), endpoint.bat(sh), installnonstop.bat(sh),
lwistart.bat(sh), lwistatus.bat(sh), lwistop.bat(sh),
SetFileSecurity.exe, updateAgentStatus.bat(sh) and
InstallUtil.exe. These tools are called in a separate
processes. For each call two output files are created one for the standard output and one for the standard
error. These files are stored in the installer log directory
LWI_HOME/runtime/agent/logs/install or in the
post-install configuration tool log directory
LWI_HOME/runtime/agent/logs/configure.
LWI_HOME is the common agent installation directory
file path. If the common agent installer was not able to
proceed, the installation process has been stopped. All
changes which were made on the destination host until
the error conditions appeared have been rolled back. In
case of the post-install configuration tool the
configuration process has been stopped, however the
changes applied to the local system have not been
rolled back.
Chapter 25. Messages
331
BTC7847E • BTC7848E
Administrator response: If you are running the
common agent installer, review the installation log files
in order to find the problem cause. The installation log
file (epInstall.log) can be found in the common agent
installation directory LWI_HOME/runtime/agent/
logs/install/epInstall.log. The pre-installation log file
(epPreInstall.log) and the external processes outputs
can be found in the same directory. If you are running
the post-install configuration tool, review the
configure.log.x file which is created in the
LWI_HOME/runtime/agent/logs/directory. The
external processes outputs can be found in the
LWI_HOME/runtime/agent/logs/configure directory.
If the problem is related to the local system
environment, make necessary corrections and restart
the common agent installer or the post-install
configuration tool. If the problem persists, gather all the
log files (LWI_HOME/runtime/agent/logs directory)
and contact customer support.
BTC7847E
Unable to create a nonstop service.
Explanation: The common agent installer or the
post-install configuration tool (configure.bat(sh)) was
not able to create auto-start service for the common
agent. For Windows platform it is a suitable entry in
the system's registry. For Unix platforms the auto-start
service is defined in the rc.* files. The service is created
by an external process invocation installnonstop.bat(sh) script - with suitable parameters.
Two output files are created for this call - one for the
standard output and one for the standard error. These
files are stored in the installer logs directory
LWI_HOME/runtime/agent/logs/install or in the
post-install configuration tool logs directory
LWI_HOME/runtime/agent/logs/configure.
LWI_HOME is the common agent installation directory
file path. The common agent installer was not able to
proceed. The installation process has been stopped. All
changes which were made on the destination host until
the error conditions appeared have been rolled back. In
case of the post-install configuration tool the
configuration process has been stopped, however the
changes applied to the local system have not been
rolled back. The service is a prerequisite for starting the
common agent, so in that case the common agent was
not started.
Administrator response: If you are running the
common agent installer, review the installation log file
(epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. If you are running the post-install
configuration tool, review the configure.log.x file which
is created in the LWI_HOME/runtime/agent/logs
directory. The external processes outputs can be found
in the LWI_HOME/runtime/agent/logs/configure
directory. The log file should contain an information
about the parameters values with which the command
was executed and also the names of the command
output files. The names should start with the following
332
prefixes ''InstallNonstopUtilOut.log'' and
''InstallNonstopUtilErr.log''. A timestamp information is
added to the name (same value to the stdout end the
stderr files) in order to differentiate outputs if the
command is invoked several times during the
installation or the configuration process. Review the
output files in order to find the problem cause. If the
problem is related to the local system environment,
make necessary corrections and restart the common
agent installer or the post-install configuration tool. If
the problem persists, gather all the log files
(LWI_HOME/runtime/agent/logs directory) and
contact customer support.
BTC7848E
Unable to remove a nonstop service.
Explanation: The common agent uninstaller was not
able to remove the auto-start service for the common
agent. For Windows, it is a suitable entry in the system
registry. For Unix platforms the auto-start service is
defined in the rc.* files. The service is removed by an
external process invocation - installnonstop.bat(sh)
script - with a suitable parameter. Two output files are
created for this call - one for the standard output and
one for the standard error. These files are stored in the
installer logs directory LWI_HOME/runtime/agent/
logs/install or in the post-install configuration tool logs
directory LWI_HOME/runtime/agent/logs/configure.
LWI_HOME is the common agent installation directory
file path. The common agent uninstaller was not able to
proceed. The uninstallation process has been stopped.
The common agent was stopped, however it was not
uninstalled properly. Note that the service
uninstallation can take place also during the common
agent installation. It is invoked after the error condition
occurred, and the installation is rolled back.
Administrator response: Review the uninstallation log
file (epUninstall.log), which can be found in the
common agent installation directory
LWI_HOME/runtime/agent/logs/install. The log file
should contain information about the parameters with
which the command was executed and also the names
of the command output files. The names should start
with the following prefixes ''InstallNonstopUtilOut.log''
and ''InstallNonstopUtilErr.log''. A timestamp
information is added to the name (the same value to
the stdandard output and the standard error files) in
order to differentiate the outputs if the command is
invoked several times during the uninstallation. Review
the output files in order to find the problem cause. If
the problem is related to the local system environment,
make necessary corrections and restart the common
agent uninstaller. If the problem persists, gather all of
the log files (LWI_HOME/runtime/agent/logs
directory) and contact customer support.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7849E • BTC7851E
BTC7849E
Unable to start a nonstop service.
Explanation: The common agent installer or the
post-install configuration tool (configure.bat(sh)) was
not able to start the common agent. The common agent
is started through its service by means of the external
process invocation - installnonstop.bat(sh) script - with
a suitable parameter. Two output files are created for
this call - one for the standard output and one for the
standard error. These files are stored in the installer
logs directory LWI_HOME/runtime/agent/logs/install
or in the post-install configuration tool logs directory
LWI_HOME/runtime/agent/logs/configure.
LWI_HOME is the common agent installation directory
file path. The common agent installer was not able to
proceed. The installation process has been stopped. All
changes which were made on the destination host util
the error conditions appeared has been rolled back. In
case of the post-install configuration tool the
configuration process has been stopped, however the
changes applied to the local system have not been
rolled back. The common agent was configured,
however it was not started.
Administrator response: If you are running the
common agent installer, review the installation log file
(epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. If you are running the post-install
configuration tool, review the configure.log.x file which
is created in the LWI_HOME/runtime/agent/logs
directory. The External processes outputs can be found
in the LWI_HOME/runtime/agent/logs/configure
directory. The log file should contain information about
the parameters with which the command was executed
and also the names of the command output files. The
names should start with the following prefixes
''InstallNonstopUtilOut.log'' and
''InstallNonstopUtilErr.log''. A timestamp information is
added to the name (the same value to the standard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation or the
configuration process. Review the output files in order
to find the problem cause. If the problem is related to
the local system environment, make necessary
corrections and restart the common agent installer or
the post-install configuration tool. If the problem
persists, gather all the log files (LWI_HOME/runtime/
agent/logs directory) and contact customer support.
BTC7850E
Unable to stop a nonstop service.
Explanation: The common agent uninstaller or the
post-install configuration tool (configure.bat(sh)) was
not able to stop the common agent. The common agent
is stopped through its service by means of the external
process invocation - installnonstop.bat(sh) script - with
suitable parameter. Two output files are created for this
call - one for the standard output and one for the
standard error. These files are stored in the installer
logs directory LWI_HOME/runtime/agent/logs/install
or in the post-install configuration tool logs directory
LWI_HOME/runtime/agent/logs/configure.
LWI_HOME is the common agent installation directory
file path. The common agent uninstaller was not able to
proceed. The uninstallation process has been stopped.
The common agent was not uninstalled properly. Note
that the common agent's service stop can take place
also during the common agent installation. It is
invoked after the error condition occurred and the
installation is rolled back. In case of the post-install
configuration tool, the common agent which is already
running must be stopped in order to apply the new
configuration. If the common agent is not stopped, it
might not work correctly. The common agent was
configured, however there might be some problems
with the registration of the common agent.
Administrator response: If you are running the
common agent uninstaller, review the uninstallation log
file (epUninstall.log), which can be found in the
common agent installation directory
LWI_HOME/runtime/agent/logs/install. If you are
running the post-install configuration tool, review the
configure.log.x file which is created in the
LWI_HOME/runtime/agent/logs directory. The
external processes outputs can be found in the
LWI_HOME/runtime/agent/logs/configure directory.
The log file should contain information about the
parameters with which the command was executed and
also the names of the command output files. The names
should start with the following prefixes
''InstallNonstopUtilOut.log'' and
''InstallNonstopUtilErr.log''. A timestamp information is
added to the name (the same value to the standard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation, uninstallation or
the configuration processes. Review the output files in
order to find the problem cause. If the problem is
related to the local system environment, make
necessary corrections and restart the common agent
uninstaller or the post-install configuration tool. If the
problem persists, gather all the log files
(LWI_HOME/runtime/agent/logs directory) and
contact customer support.
BTC7851E
Unable to set security configuration for
the following file: file_name.
Explanation: The common agent installer was not able
to set the security configuration for the specified file.
The security information is set by means of the external
process invocation - SetFileSecurity.exe - with a suitable
parameter. This tool is delivered with the common
agent installer. Two output files are created for this call
- one for the standard output and one for the standard
error. These files are stored in the installer logs
directory LWI_HOME/runtime/agent/logs/install.
LWI_HOME is the common agent installation directory
file path. The common agent installer was not able to
Chapter 25. Messages
333
BTC7852E • BTC7853E
proceed. The installation process has been stopped. All
changes which were made on the destination host until
the error conditions appeared have been rolled back.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters, with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''SetFileSecurityOut.log'' and
''SetFileSecurityErr.log''. A timestamp information is
added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation. Review the output
files in order to find the problem cause. If the problem
is related to the local system environment, make
necessary corrections and restart the common agent
installer. If the problem persists, gather all the log files
(LWI_HOME/runtime/agent/logs directory) and
contact customer support.
BTC7852E
Unable to update the status of the
common agent.
Explanation: The common agent uninstaller or the
post-install configuration tool (configure.bat(sh)) was
not able to update the uninstallation status of the
common agent in the agent manager registry. The
status update is done by means of the external process
invocation - updateAgentStauts.bat(sh) script - with
suitable parameter. Two output files are created for this
call - one for standard output and one for standard
error. These files are stored in the installer logs
directory LWI_HOME/runtime/agent/logs/install or in
the post-install configuration tool logs directory
LWI_HOME/runtime/agent/logs/configure.
LWI_HOME is the common agent installation directory
file path. The uninstallation process has not been
stopped. The common agent was not uninstalled
properly, however its status might not be accurate in
the agent manager registry. Note that the common
agent's uninstallation status update can take place also
during the common agent installation. It is invoked
after the error condition occurred and the installation is
being rolled back. In case of the post-install
configuration tool the common agent which is already
running must be stopped and deregistered in order to
apply the new configuration. The deregistration
consists of uninstallation status update and certificates
removal. The common agent was configured, however
its status might not be accurate in the agent manager
registry. The following list contains possible causes of
the status update failure. The common agent is not
registered with the agent manager. The connection to
agent manager failed due to the network connection
problems. The connection to the agent manager was
not set up correctly because the configuration file of the
common agent (endpoint.properties) did not contain
334
the accurate data - information about the agent
manager.
Administrator response: If you are running the
common agent uninstaller, review the uninstallation log
file (epUninstall.log), which can be found in the
common agent installation directory
LWI_HOME/runtime/agent/logs/install. If you are
running the post-install configuration tool, review the
configure.log.x file which is created in the
LWI_HOME/runtime/agent/logs directory. The
external processes outputs can be found in the
LWI_HOME/runtime/agent/logs/configure directory.
The log file should contain the information about the
parameters with which the command was executed and
also the names of the command output files. The names
should start with the following prefixes
''UpdateAgentStautsOut.log'' and
''UpdateAgentStautsErr.log''. A timestamp information
is added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation, uninstallation or
the configuration processes. Review the output files in
order to find the problem cause. If the problem is
related to the local system environment, make
necessary corrections to prevent future error
occurrences. If the problem persists, gather all the log
files (LWI_HOME/runtime/agent/logs directory) and
contact customer support. It might be necessary to
update the agent manager registry manually.
BTC7853E
Unable to create the user user_name.
Explanation: The common agent installer was not able
to create the user which was defined to be used during
the common agent auto-start service invocation. The
user is created by means of the external process
invocation - InstallUtil.exe - with a suitable parameter.
This tool is delivered with the common agent installer.
Two output files are created for this call - one for the
standard output and one for the standard error. These
files are stored in the installer logs directory
LWI_HOME/runtime/agent/logs/install. LWI_HOME
is the common agent installation directory file path.
The common agent installer was not able to proceed.
The installation process has been stopped. All changes
which were made on the destination host until the
error conditions appeared have been rolled back.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''WindowsInstallUtilOut.log'' and
''WindowsInstallUtilErr.log''. A timestamp information
is added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7854E • BTC7856E
several times during the installation. Review the output
files in order to find the problem cause. If the problem
is related to the local system environment or the user
account definition, make necessary corrections and
restart the common agent installer. If the problem
persists, gather all of the log files (LWI_HOME/
runtime/agent/logs directory) and contact customer
support.
BTC7854E
Unable to delete the user user_name.
Explanation: The common agent installer was not able
to delete the user which was defined to be used during
the common agent auto-start service invocation. The
installer deletes the created user during the installation
roll back after an error conditions occured. The user is
defined to be used during the common agent auto-start
service invocation. The user is deleted by means of the
external process invocation - InstallUtil.exe - with a
suitable parameter. This tool is delivered with the
common agent installer. Two output files are created for
this call - one for the standard output and one for the
standard error. These files are stored in the installer
logs directory LWI_HOME/runtime/agent/logs/install.
LWI_HOME is the common agent installation directory
file path. The common agent installer continued the roll
back the procedure, however the user account created
for the common agent service purposes, might have not
been deleted.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''WindowsInstallUtilOut.log'' and
''WindowsInstallUtilErr.log''. A timestamp information
is added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation. Review the output
files in order to find the problem cause. If the problem
is related to the local system environment or the user
account definition, make necessary corrections.
Investigate and fix also the issue which was the cause
of the installer roll back. Restart the common agent
installer. If the problem persists, gather all the log files
(LWI_HOME/runtime/agent/logs directory) and
contact customer support.
BTC7855E
Unable to grant administrator privileges
to the user user_name.
Explanation: The common agent installer was not able
to grant the administrators privileges to the created
user. The user is defined to be used during the
common agent auto-start service invocation. The user's
privileges are granted by means of the external process
invocation - InstallUtil.exe - with a suitable parameter.
This tool is delivered with the common agent installer.
Two output files are created for this call - one for the
standard output and one for the standard error. These
files are stored in the installer logs directory
LWI_HOME/runtime/agent/logs/install. LWI_HOME
is the common agent installation directory file path.
The common agent installer was not able to proceed.
The installation process has been stopped. All changes
which were made on the destination host until the
error conditions appeared have been rolled back.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''WindowsInstallUtilOut.log'' and
''WindowsInstallUtilErr.log''. A timestamp information
is added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation. Review the output
files in order to find the problem cause. If the problem
is related to the local system environment or the user
account definition, make necessary corrections and
restart the common agent installer. If the problem
persists, gather all the log files (LWI_HOME/runtime/
agent/logs directory) and contact customer support.
BTC7856E
Unable to restore legacy nonstop
service.
Explanation: An error condition occurred and the
upgrade procedure performed by the common agent
installer is being rolled back. During this process the
legacy nonstop (auto-start) service is restored in the
local system environment. The installer is not able to
restore this service. The service restoration in done by
means of the external process invocation InstallUtil.exe - with a suitable parameter. This tool is
delivered with the common agent installer. Two output
files are created for this call - one for the standard
output and one for the standard error. These files are
stored in the installer logs directory
LWI_HOME/runtime/agent/logs/install. LWI_HOME
is the common agent installation directory file path.
The common agent installer continued the roll back
procedure, however the legacy service definition might
not have been restored properly.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''WindowsInstallUtilOut.log'' and
''WindowsInstallUtilErr.log''. A timestamp information
is added to the name (the same value to the stdandard
Chapter 25. Messages
335
BTC7857E • BTC7859E
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation. Review the output
files in order to find the problem cause. If the problem
is related to the local system environment, make
necessary corrections. Investigate and fix also the issue
which was the cause of the upgrade process roll back.
Restart the common agent installer. If the problem
persists, gather all the log files (LWI_HOME/runtime/
agent/logs directory) and contact customer support.
BTC7857E
Unable to update nonstop service.
Explanation: The common agent installer was not able
to associate the user account with the common agent
auto-start service. This user account is used to run the
common agent. The update of the service definition is
done by means of the external process invocation InstallUtil.exe - with a suitable parameter. This tool is
delivered with the common agent installer. Two output
files are created for this call - one for the standard
output and one for the standard error. These files are
stored in the installer logs directory
LWI_HOME/runtime/agent/logs/install. LWI_HOME
is the common agent installation directory file path.
The common agent installer was not able to proceed.
The installation process has been stopped. All changes
which were made on the destination host until the
error conditions appeared have been rolled back.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''WindowsInstallUtilOut.log'' and
''WindowsInstallUtilErr.log''. A timestamp information
is added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation. Review the output
files in order to find the problem cause. If the problem
is related to the local system environment or the user
account definition, make necessary corrections and
restart the common agent installer. If the problem
persists, gather all the log files (LWI_HOME/runtime/
agent/logs directory) and contact customer support.
BTC7858E
Unable to start legacy nonstop service.
Explanation: An error condition occurred and the
upgrade procedure performed by the common agent
installer is being rolled back. During this process the
legacy nonstop (auto-start) service is restored in the
local system environment and started. The installer is
not able to start this service (and the legacy common
agent). The legacy service start in performed by means
of the external process invocation - InstallUtil.exe - with
a suitable parameter. This tool is delivered with the
336
common agent installer. Two output files are created for
this call - one for the standard output and one for the
standard error. These files are stored in the installer
logs directory LWI_HOME/runtime/agent/logs/install.
LWI_HOME is the common agent installation directory
file path. The common agent installer continued the roll
back procedure, however the legacy common agent
might not have been restored or started properly.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''WindowsInstallUtilOut.log'' and
''WindowsInstallUtilErr.log''. A timestamp information
is added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation. Review the output
files in order to find the problem cause. If the problem
is related to the local system environment, make
necessary corrections. Investigate and fix also the issue
which was the cause of the upgrade process roll back.
Restart the common agent installer. If the problem
persists, gather all the log files (LWI_HOME/runtime/
agent/logs directory) and contact customer support.
BTC7859E
Unable to stop legacy nonstop service.
Explanation: The common agent installer was not able
to stop the common agent during an upgrade process.
The legacy common agent is stopped through its
service by means of the external process invocation InstallUtil.exe - with a suitable parameter. Two output
files are created for this call - one for the standard
output and one for the standard error. These files are
stored in the installer logs directory
LWI_HOME/runtime/agent/logs/install or in the
post-install configuration tool logs directory
LWI_HOME/runtime/agent/logs/configure.
LWI_HOME is the common agent installation directory
file path. In case of the upgrade procedure the common
agent which is already running must be stopped in
order to apply new binaries and configuration. Failure
in this step might prevent the new common agent from
normal operation. If the installer completed
successfully, the common agent had been configured
properly, however there might be some problems with
the registration of the common agent.
Administrator response: Review the installation log
file (epInstall.log), which can be found in the common
agent installation directory LWI_HOME/runtime/
agent/logs/install. The log file should contain the
information about the parameters with which the
command was executed and also the names of the
command output files. The names should start with the
following prefixes ''WindowsInstallUtilOut.log'' and
''WindowsInstallUtilErr.log''. A timestamp information
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC7862E • BTC7879E
is added to the name (the same value to the stdandard
output and the stdandard error files) in order to
differentiate the outputs if the command is invoked
several times during the installation. Review the output
files in order to find the problem cause. If the installer
completed successfully, restart the common agent if it is
not registered properly. If the upgrade process
(installer) failed, stop the legacy common agent
manually. If the problem is related to the local system
environment, make necessary corrections and restart
the common agent installer. If the problem persists,
gather all the log files (LWI_HOME/runtime/agent/
logs directory) and contact customer support.
BTC7862E
The common agent is already
configured (it contains certificates).
Explanation: The post-install configuration tool has
detected that the common agent which is going to be
configured is already registered. It contains the
certificates files. The configuration tool is able to
unregister the agent and reconfigure it to the other
agent manager, however unconscious usage of this tool
could destroy the operational common agent.
Administrator response: Specify the '-force' option to
reconfigure (unregister) this agent. This option confirms
intentions of the post-install configuration tool user.
BTC7867E
An internal error occurred while reading
the password.
Explanation: The post-install configuration tool
(configure.bat(sh)) had prompted for password,
however an error occurred and password cannot be
read. The common agent uses this password to register
with the agent manager. The configuration tool is not
able to proceed. The configuration process has been
stopped. No changes have been applied to the common
agent configuration. The registration password can be
provided to the configuration tool in the following
ways: -prompt - option used to enable prompt for
password -passwd - option used to specify password as
a command line parameter the registration password
can be also provided in the properties file or in the
common agent installer response file. These files can be
used as an input to the configuration tool (-options
parameter).
Administrator response: Review the configure.log.x
file which is created in the LWI_HOME/runtime/
agent/logs/directory. This file might contain more
information about the error cause. LWI_HOME is the
common agent installation directory file path. If the
problem is related to the local system environment,
make necessary corrections and restart the post-install
configuration tool. If the problem persists, gather all the
log files (LWI_HOME/runtime/agent/logs directory)
and contact customer support. As a workaround, you
can specify the registration password in the command
line -password or in the properties file specified with
the parameter -options.
BTC7870E
No password provided.
Explanation: The post-install configuration tool cannot
proceed the configuration flow. The mandatory
parameter's value was not provided. The configuration
process has been stopped. No changes have been
applied to the common agent configuration. The
registration password is a mandatory parameter in the
configuration of the common agent. The common agent
is neither able to register without the password, nor
able to obtain certificates from the agent manager. The
configuration tool masks the value which is entered
into the password prompts. It is necessary to type the
password twice to make sure that a typing error did
not occur.
Administrator response: Restart the post-install
configuration tool. Fill in both: the password prompt
and the password confirmation prompt.
BTC7871E
The common agent registration
passwords do not match. Type the same
password in both password fields.
Explanation: The post-install configuration tool cannot
proceed the configuration flow. The password field and
its confirmation field do not contain the same text. The
configuration process has been stopped. No changes
have been applied to the common agent configuration.
The configuration tool masks the value which is
entered into the password prompts. It is necessary to
type the password twice to make sure that a typing
error did not occur.
Administrator response: Restart the post-install
configuration tool. Make sure the values typed in the
password prompt and in the password confirmation
prompt are identical.
BTC7879E
An error occurred. The configuration is
not valid:
Explanation: The post-install configuration tool cannot
proceed the configuration flow. The common agent
configuration passed to the tool is not valid. The
configuration process has been stopped. No changes
have been applied to the common agent configuration.
The configuration tool performs some basic data
validation: all mandatory fields should be specified, the
port numbers should be provided in numeric format
and should be available in the local system
environment. The connection to the agent manager and
the registration password is also verified.
Administrator response: Review the configure.log.x
file which is created in the LWI_HOME/runtime/
agent/logs/directory. This file should contain more
information about the validation error cause.
LWI_HOME is the path to the common agent
installation directory. Correct the common agent
settings which are provided to the tool and restart the
post-install configuration tool. If the problem persists,
Chapter 25. Messages
337
BTC7903E • BTC8020W
gather all the log files (LWI_HOME/runtime/agent/
logs directory) and contact customer support.
BTC7903E
The patchname patch download has
failed bacause of the following reason:
reason
Explanation: The patchname patch download has
failed bacause of some external reason, probably due to
network connection error.
Administrator response: Check the network
connectivity between this host and the patch server.
Check if the patch being applied exists on the server.
BTC7905E
The server returned code code: reason.
Explanation: The HTTP server proving the patch
returned the HTTP error code code.
Administrator response: Refer to the logs of the
server providing patches to determine the cause of the
failure.
BTC7906E
The patch patchname was not found on
the server.
Explanation: The patchname patch that is to be
installed was not found on the server.
Administrator response: Check if the patch which is
being applied exists on the server. Check if the patch
name is spelled correctly.
BTC7916E
Incorrect parameters were specified. See
the agentcli patchservice help for
details.
Explanation: Command syntax is incorrect. Some of
the parameters are missing.
Administrator response: Check syntax of CLI
command. See the agentcli patchservice help for details.
BTC7922E
The specified URL is not correct.
Provide the URL with the correct syntax.
Explanation: The syntax of the patch service URL is
not correct.
Administrator response: Check the URL for errors in
relation to spelling and syntax. Correct the URL and try
again.
BTC7927E
The patch patchname scheduled for
installation is already applied.
Explanation: Patch is applied already. There is no
need to install it again. Patch install operation is
cancelled.
Administrator response: This patch had beed applied
338
before. There is no need to install it again. Check patch
name and download URL.
BTC7929E
The installation of the patchname patch
has failed.
Explanation: The patch cannot be installed because
the patch install script has failed.
Administrator response: Check the logs for details.
Check if patch operating system is correct.
BTC8003W
Job job_id execution failed.
Explanation: The job throws an exception during the
execution. The scheduler will continue working.
BTC8005W
Job job_id cannot be found.
BTC8015E
Unable to initialize job storage in
directory job_storage_dir.
Explanation: The scheduler cannot write job file to
this directory. You might not have the permission to
access it, or your disk space might be insufficient.
System action: Check and correct access rights to the
job directory. Check if there is enough disk space for
this directory.
BTC8019W
Unable to register a new job factory
with the name factory_name and
implementation in class factory_class. The
class cannot be found or initialized.
Explanation: The specified class does not exists in the
class path. The class either does not exist, its name is
not correct, the default constructor is unavailable, or it
throws an exception. The scheduler is able to continue
to work, but this type of job will not be available.
System action: Check the class name in the job factory
defined in the extension point of a bundle, and correct
it. Remember to export it into MANIFEST.MF file in
Export-Package section. Check if the default constructor
is available and does not throw an exception.
BTC8020W
Unable to register a new clock factory
with the name factory_name and
implementation in class factory_class. The
class cannot be found.
Explanation: The specified class does not exists in the
class path. The class either does not exist, its name is
not correct, the default constructor is not available, or it
throws an exception. The scheduler is able to continue
to work, but this type of clock will be unavailable.
System action: Check the class name in the clock
factory defined in the extension point of a bundle and
correct it. Remember to export it into MANIFEST.MF
file in Export-Package section. Check if the default
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8115E • BTC8123E
constructor is available and does not throw an
exception.
BTC8115E
The file_name file cannot be
uncompressed.
Explanation: The specified file cannot be
uncompressed.
System action: An artifact related to the specified file
is not deployed.
Administrator response: Verify the correctness of the
compressed file.
BTC8119E
Explanation: An exception occurred while executing
the verification process before the custom artifacts are
deployed.
System action: The custom package is not deployed.
Administrator response: Verify the deployment logs
in the installable directory to find the cause why the
verification process failed.
BTC8120E
BTC8116E
The file file_name contains no properties
files. At least one properties file is
required.
Explanation: The custom package provided to the
common agent installer must contain at least one
properties file.
System action: The custom package is not deployed.
Administrator response: Verify the correctness of the
compressed file.
BTC8117E
The file file_name contains too many
executable files. The file cannot contain
more than one executable file for the
verification to be performed.
Explanation: The package cannot contain more than
one executable to perform the verification process.
The exception_name exception occurred
during the invocation of the method
method_name on interface_name.
A reference to the service service_name
cannot be obtained.
Explanation: There is no reference service in OSGi.
System action: The service is not available.
Administrator response: Verify if the bundle
providing this service is started. It means that it is in
the ACTIVE state.
BTC8121E
The artifact value is missing or remains
empty in the file_name file.
Explanation: The artifact value in the custom
properties cannot be null or empty.
System action: The exoliter package was not
deployed.
Administrator response: Set the artifact value to
feature or bundle.
System action: The custom package is not deployed.
Administrator response: Verify the correctness of the
package according to the common agent custom
package documentation.
BTC8118E
The manifest file in the Java archives
placed in the classpath directory does
not contain the attribute attribute_name.
Explanation: The manifest of the Java archive file
stored in the classpath directory must contain the
PrereqsVerifier attribute. It defines the class name that
implements
com.ibm.tivoli.cas.agent.deployer.PrereqVerifier
interface.
System action: The custom package is not deployed.
Administrator response: Verify whether the
PrereqVerifier attribute is set up in the JAR manifest
file. It should point to the class name implementing
com.ibm.tivoli.cas.agent.deployer.PrereqVerifier
interface.
BTC8122E
The artifact value artifact in the file_name
file is not valid. The valid artifact
values are feature or bundle.
Explanation: The artifact value in the custom
properties must be valid.
System action: The exoliter package was not
deployed.
Administrator response: Set the artifact value to
feature or bundle.
BTC8123E
The bundle URL is missing or empty in
the file_name file.
Explanation: The bundle URL cannot be null or
empty.
System action: The bundle was not deployed.
Administrator response: Set the valid bundle URL in
the custom properties file.
Chapter 25. Messages
339
BTC8124E • BTC8137E
BTC8124E
The start level value start_level_value of
the bundle in the file_name file is not
valid.
Explanation: The bundle start level value must be in
range from 1 to the osgi.startLevel framework
property's value.
System action: The default start level is set for the
target bundle. The default start level is defined by the
osgi.bundles.defaultStartLevel framework property's
value.
Administrator response: Set the bundle start level to
be in range 1 to the osgi.startLevel framework
property's value.
BTC8125E
The URL address of the feature update
site is missing or empty in the file_name
file.
Explanation: The Eclipse feature update site URL
cannot be null nor empty.
BTC8129E
Explanation: The bundle URL is not valid.
System action: The bundle was not installed.
Administrator response: Verify the corectness of the
bundle URL in the deployment configuration file.
BTC8130E
BTC8126E
The feature update site update_site is not
valid in the file_name file.
Explanation: The Eclipse feature update site must be a
valid URL.
The following exception occurred
error_message while validating the
deployment configuration from the
file_name file.
Explanation: An exception occurred while validating
the deployment configuration file.
System action: An artifact was not installed.
Administrator response: Verify the logs in the
installable directory to find the cause of the problem.
BTC8131E
System action: The Eclipse feature was not installed.
Administrator response: Set the update site URL for
the target feature in the deployment configuration file.
The bundle URL bundle_url is not valid
in the file_name file.
The error error_message occurred while
storing the deployment result to the
file_name file.
Explanation: The file with the deployment result was
not stored. An exception occurred while creating a new
file or saving it physically on a disk.
System action: The file with the deployment result
was not stored.
Administrator response: Verify the size of the disk.
System action: The Eclipse feature was not installed.
Administrator response: Set the update site URL for
the target feature in the deployment configuration file.
BTC8127E
The feature name is missing or empty in
the file_name file.
Explanation: The Eclipse feature identifier is missing
in the deployment configuration file.
System action: The Eclipse feature was not installed.
Administrator response: Set the Eclipse feature
identifier in the deployment configuration file.
BTC8128E
The feature version is missing or empty
in the file_name file.
Explanation: The Eclipse feature version is missing in
the deployment configuration file.
BTC8135E
The file file_name does not exist.
Explanation: The target directory where the bundle
file should be stored does not exist.
System action: The target bundle is not deployed.
Administrator response: Verify if the specified
directory exist.
BTC8136E
Unable to download the file from URL
due to error_message.
Explanation: The bundle cannot be copied from the
specified URL.
System action: The bundle was not deployed.
Administrator response: Verify whether the specified
URL points to a valid bundle file.
System action: The Eclipse feature was not installed.
BTC8137E
Administrator response: Set the Eclipse feature
version in the deployment configuration file.
Explanation: The bundle file cannot be uncompressed.
Unable to extract the file file_name to the
directory dir_name due to error_message.
System action: The bundle was not deployed.
Administrator response: Verify the correctness of the
archived bundle file.
340
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8138E • BTC8207E
BTC8138E
The exception occurred error_message
while parsing the manifest in the file
file_name.
Explanation: The bundle manifest file does not
contain the BundleSymbolicName or BundleVersion
header.
System action: The bundle was not deployed.
Administrator response: Make sure the bundle
manifest file has got the BundleSymbolicName or
BundleVersion header.
BTC8139E
The exception occurred error_message
while relocating the file source_file_name
to target_file_name.
Explanation: An exception occurred while renaming
the file.
System action: The bundle was not deployed.
Administrator response: Make sure to rename the file.
BTC8140E
The version old_version of the deployed
bundle bundle_symbolic_name is equal to
or older than the currently installed
version current_version.
Explanation: A later or equal bundle version is
already deployed.
System action: The target bundle was not deployed.
Administrator response: Uninstall the later or equal
version of the bundle to deploy the target bundle.
BTC8202E
The common agent is already installed
at the specified location location. Modify
the response file to specify ''upgrade'' as
the InstallType option, or uninstall the
common agent.
Explanation: The installer of the common agent has
detected that an another instance of the common agent
is already installed at the specified location
(installLocation property). Because it is not an upgrade
- CASInstall.InstallType option is set to ''install'' value the installer cannot proceed. It has been stopped in
order to prevent damages to the existing common
agent. No changes have been made on the destination
host.
Administrator response: Modify the response file to
specify ''upgrade'' as the CASInstall.InstallType option
in order to upgrade the existing common agent
instance or specify another install location. Save the
response file and restart the common agent installer.
Another option is to uninstall the existing common
agent and install the new instance of the common agent
into the same location.
BTC8203E
The common agent is a shared runtime
environment. Some subagent bundles
are installed. Uninstalling the common
agent can damage other products.
Explanation: The uninstaller of the common agent has
detected that products' bundles are installed on the
common agent. These bundles should be uninstalled
prior to the agent uninstallation. Uninstalling the
common agent without products (and subagents)
uninstallation can damage these products. The
uninstaller is not able to proceed. No changes have
been made on the destination host.
Administrator response: Make sure that the products
(and products' bundles) are already uninstalled or
uninstall them manually from the local system. If it is
not possible to uninstall product and its bundles restart
the common agent uninstaller with the
CASInstall.ForceUninstall=''true'' option specified.
Existing subagents verification will be omitted in this
case.
BTC8207E
Unable to set the JAVA_HOME
parameter for lightweight runtime
environment.
Explanation: The lwiSetJavaHome.bat(sh) script
returned non zero exit code which means that the
JAVA_HOME parameter for lightweight runtime
environment was not set properly. This script is used to
persist information about the location of the JVM which
will be used by the lightweight runtime environment
and indirectly the common agent. The good result of
this script's run should be another script
(javaHome.bat(sh)) created in the installLocation/conf
directory.
System action: The installer of the common agent is
not able to proceed. The installation process has been
stopped. All changes which were made on the
destination host till the error conditions has been rolled
back.
Administrator response: Review the
lwiSetJavaHome.bat(sh) script's run log files in order to
find the problem cause. These log files can be located
in the common agent installation directory:
installLocation/runtime/agent/logs/install.
''installLocation'' is the path to the root directory of the
common agent installation. There are two log files for
lwiSetJavaHome.bat(sh) command:
lwiJavaHomeOut.log for the standard output and
lwiJavaHomeErr.log for the standard error stream.
Review the installation log file as well (epInstall.log).
The installation log file can be also found in the
common agent installation directory. If the problem is
related to the local system environment, make
necessary corrections and restart the common agent
installer. If the problem persists, gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support.
Chapter 25. Messages
341
BTC8208E • BTC8222E
BTC8208E
Unable to read JAVA_HOME.
Explanation: The installer is not able to determine
JAVA_HOME parameter value based on the JVM
packaged (bundled) along with the installer. The
common agent is installed along the JVM which is used
by this common agent. JAVA_HOME value is read from
the JVM bundle and persisted by means of the
lwiSetJavaHome.bat(sh). The good result of this script's
run is another script (javaHome.bat/sh) created in the
installLocation/conf directory.
System action: The common agent installer is not able
to proceed. The installation process has been stopped.
All changes which were made on the destination host
until the error conditions occurred have been rolled
back.
Administrator response: This problem is related to the
common agent installer package, particularly with the
JVM bundled in it. Gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support. ''installLocation'' is the
path to the root directory of the common agent
installation.
BTC8209E
The response file value in the
ForceInstall field contains an
unsupported value - value. ForceInstall is
a Booelan-type parameter. Its value must
be either ''true'' or ''false''.
Explanation: The value of the property
CASInstall.ForceInstall set in the response file which is
passed as an argument to the common agent installer
launcher is not correct. The common agent installer is
not able to proceed. The installation process has been
stopped, no changes have been made on the
destination host. The CASInstall.ForceInstall is a
Boolean-type parameter. Its value must be either ''true''
or ''false''.
Administrator response: Verify the value of the
property CASInstall.ForceInstall in the common agent
installer response file. Correct this value if necessary or
comment the whole property if the default value is
acceptable. Save the response file and restart the
common agent installer.
BTC8220E
The password field cannot be empty.
The confirmation field can be empty
only if the user already exists.
Explanation: The common agent installer cannot
proceed the installation flow. Validation of the
Windows account password has failed. Either the
password field or the password confirmation field are
empty. If it is necessary to run the common agent
service on Windows platform with non default user
account, the suitable Windows account ID and
password should be specified. The confirmation field
can be empty only if the user already exists. If a new
342
user account in going to be created it is mandatory to
specify the same value in both passwords' fields. The
install dialog or console masks the value which is
entered into the password fields. Because of this it is
necessary to type the password twice to make sure that
a typing error did not occur.
Administrator response: Fill in both the password
field and the password confirmation field.
BTC8221E
The Windows account passwords do not
match. Type the same password in both
password fields.
Explanation: The common agent installer cannot
proceed the installation flow. Validation of the
Windows account password has failed. The password
field and its confirmation field do not contain the same
text. If it is necessary to run the common agent service
on Windows platform with non default user account,
the suitable windows account ID and password should
be specified. The confirmation field can be empty only
if the user already exists. If a new user account in
going to be created it is mandatory to specify the same
value in both passwords' fields. The install dialog or
console mask the value which is entered into the
password fields. Because of this it is necessary to type
the password twice to make sure that a typing error
did not occur.
Administrator response: Make sure the values typed
in the password field and in the password confirmation
field are identical.
BTC8222E
The Windows account ID contains one
or more unsupported characters: '''',
''<'',''>'', ''^'', ''='', '';'', ''&'', ''|'', ''?'', '','', ''
'', ''/'', ''['', '']'', '':'', ''+'', ''*''.
Explanation: The common agent installer cannot
proceed the installation flow. Validation of the
Windows account ID has failed. The Windows account
ID cannot contain blanks or the characters: '''', ''<'',''>'',
''^'', ''='', '';'', ''&'', ''|'', ''?'', '','', ''/'', ''['', '']'', '':'', ''+'', ''*''.
This error condition can occur in the installer GUI
mode, console mode and in the silent mode as well. In
each mode the common agent installer is not able to
proceed. Additionally, in case of silent mode the
installation process is stopped. No changes are made
on the destination host. In the GUI or console mode the
field which specifies windows account ID contains
unsupported character. In the silent mode the response
file parameter CASInstall.WindowsAccountID is set to
a value with an unsupported character.
Administrator response: In the GUI or console mode
enter the account ID without the unsupported
characters and proceed with the installation. In the
silent mode verify the value of the property
CASInstall.WindowsAccountID in the common agent
installer response file. Set the correct value or comment
the whole property if the default value is acceptable.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8228E • BTC8245E
Save the response file and restart the common agent
installer.
BTC8228E
The agentTrust.jks file was not found in
the expected location directory. Verify
that the file exists in the location you
specified.
Explanation: ''Copy the file from a file system or other
media'' option in GUI or console mode was selected or
the CASInstall.TruststoreType=copy property was
specified in the silent mode through the installer's
response file. The common agent installer is going to
copy the truststore file from a file system or other
media. An error condition occurred because the
installer is not able to find the file with the truststore
(agentTrust.jks) in the specified location (suitable field
in the interactive mode or CASInstall.TruststoreLocation
property in silent mode). This error condition can occur
in the installer GUI mode, console mode and in the
silent mode as well. In each mode the common agent
installer is not able to proceed. Additionally, in case of
silent mode the installation process is stopped. No
changes are made on the destination host.
Administrator response: Make sure that the specified
directory contains the agentTrust.jks file. Copy the file
to this location if it does not exist. In the GUI or
console mode change the value in the location field if it
is not correct or change the way in which truststore
will be obtained and proceed with the installation. In
the silent mode verify the value of the property
CASInstall.TruststoreLocation in the common agent
installer response file. Change the value of this
property if it is not correct, save the response file and
restart the common agent installer.
BTC8229E
Unable to find the directory specified in
the fieldName field.
Explanation: ''Copy the file from a file system or other
media'' option in GUI or console mode was selected or
the CASInstall.TruststoreType=copy property was
specified in the silent mode through the installer's
response file. The common agent installer is going to
copy the truststore file from a file system or other
media. An error condition occurred because the
installer is not able to find the specified directory
(suitable field in the interactive mode or
CASInstall.TruststoreLocation property in silent mode).
This error condition can occur in the installer GUI
mode, console mode and in the silent mode as well. In
each mode the common agent installer is not able to
proceed. Additionally, in case of silent mode the
installation process is stopped. No changes are made
on the destination host.
Administrator response: Make sure that the specified
directory exists and contains the agentTrust.jks file.
Create the necessary directory if it does not exist and
copy the truststore file to this location. In the GUI or
console mode change the value in the location field if it
is not correct or change the way in which truststore
will be obtained and proceed with the installation. In
the silent mode verify the value of the property
CASInstall.TruststoreLocation in the common agent
installer response file. Change the value of this
property if it is not correct, save the response file and
restart the common agent installer.
BTC8241E
An error ocurred while waiting for
Service Location Protocol discovery
results: error.
Explanation: The agent manager discovery is done by
SLP engine which is run in a separate thread. The
common agent installer waits till the end of this thread.
An error condition occurred while waiting for the
discovery results.
Administrator response: Although the error ocurred,
the discovery of the agent managers might return some
results. They can be used to configure the connection
information to the agent manager. No action required
in this case. If no results were returned, the discovery
process can be restarted or the agent manager
connection information can entered manually.
BTC8242E
An error ocurred while executing
Service Location Protocol discovery:
error.
Explanation: The agent manager discovery is done by
SLP engine which reported an error condition. For
some reasons the SLP discovery cannot be performed
properly. The installation flow can be proceeded,
however the manual configuration of the information
about the agent manager is necessary.
Administrator response: Gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support. As a workaround, the
agent manager connection information can be entered
manually.
BTC8244E
The destination directory field cannot
be empty. Specify a directory name.
Explanation: The mandatory parameter's value - the
common agent destination directory - was not
provided. The common agent installer is not able to
proceed.
Administrator response: Enter the value to the
destination directory field and proceed with the
installation.
BTC8245E
The response file value in the
installLocation field contains an
unsupported value - value. Specify a
valid directory name.
Explanation: The mandatory parameter's value installLocation - was not provided. Response file, which
Chapter 25. Messages
343
BTC8246E • BTC8269E
is passed as an argument to the common agent installer
launcher, contains empty value defined for the
installLocation parameter (installLocation=,
installLocation=null or installLocation= ). The common
agent installer is not able to proceed. The installation
process has been stopped. No changes were made on
the destination host.
Administrator response: Verify the value of the
property installLocation in the common agent installer
response file. Set the value or comment the whole
property if the default value is acceptable. Save the
response file and restart the common agent installer.
BTC8246E
The specified destination directory
directory is not writable.
Explanation: The specified destination directory
(installLocation property value in the common agent
installer response file or ''Destination directory'' field in
the installer dialog) cannot be created. It could be
located on the disk partition (value) which is mounted
in read-only mode. Another possibility is that the user
which runs the installation program does not have
permission to create directories in the specified
location. This error condition can occur in the installer
GUI mode, console mode and in the silent mode as
well. In each mode the common agent installer is not
able to proceed. Additionally, in case of silent mode the
installation process is stopped. No changes are made
on the destination host.
Administrator response: Review the local system
settings: file system mounts and permissions. In the
GUI or console mode change the value in the
destination directory field and proceed with the
installation. In the silent mode modify the value of the
installLocation property in the common agent installer
response file. It is also possible to comment the whole
property if the default value is acceptable. Save the
response file and restart the common agent installer.
BTC8248E
A nonupgradable version of the
common agent is already installed at the
specified location.
Explanation: The common agent installer has detected
that the version of the common agent which is going to
be upgraded is not supported by this installer. It is
lower than the version 1.3.0.26. The installer is not able
to proceed. In case of silent mode the installation
process has been stopped. No changes were made on
the destination host.
Administrator response: A manual migration of the
common agent instance is necessary in this case.
Multiple common agent installations, including
different versions, are allowed but discouraged. So it is
also possible to install another (newer) common agent
instance in the other location.
344
BTC8249E
A common agent with a later version is
already installed at the specified
location.
Explanation: The common agent installer has detected
that the version of the common agent which is going to
be upgraded is newer than the version provided by this
installer. The common agent installer is not able to
proceed. In case of silent mode the installation process
has been stopped. No changes were made on the
destination host.
Administrator response: Multiple common agent
installations, including different versions, are allowed
but discouraged. So it is also possible to install another
(older) common agent instance in the other location.
BTC8261E
The specified URL already exists on the
list.
Explanation: The common agent installer verifies the
subagent descriptor. Verification failed because the
location of the descriptor is already present in the
subagents list to be installed. If the common agent
installer is running in silent mode, it is not able to
proceed. The installation process has been stopped. No
changes were made on the destination host.
Administrator response: Make sure the specified
subagent descriptor location is not misspelled. If the
common agent installer is run in the silent mode verify
and modify if necessary the value of the
CASInstall.ProductFeaturesURLx property in the
installer's response file. Save the response file and
restart the common agent installer.
BTC8268E
The response file value in the
installLocation field contains
unsupported characters - value. Specify a
valid directory name.
Explanation: The parameter's value - installLocation contains unsupported characters (for example national
characters). The installation directory name should
consist of the characters from the ASCII set (name
should be based on the English alphabet). The common
agent installer is not able to proceed. The installation
process has been stopped. No changes were made on
the destination host.
Administrator response: Verify the value of the
installLocation property in the common agent installer
response file. Set the value, or comment the whole
property if the default value is acceptable. Save the
response file and restart the common agent installer.
BTC8269E
The destination directory contains
unsupported characters (for example
national characters). The installation
directory name should consist of the
characters from the ASCII set. Specify
the valid directory name.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8275E • BTC8281E
Explanation: The parameter's value - the common
agent destination directory - contains unsupported
characters (for example national characters). The
installation directory name should consist of the
characters from the ASCII set (the name should be
based on the English alphabet). The common agent
installer is not able to proceed.
Administrator response: Enter the correct value into
the destination directory field and proceed with the
installation.
No changes are made on the destination host.
Administrator response: Review the installation log
file in order to find which files are locked. The
installation log file (epInstall.log) can be found in the
common agent installation directory:
installLocation/runtime/agent/logs/install/
epInstall.log. ''installLocation'' is the path to the root
directory of the common agent installation. Stop the
locking process and start the upgrade again.
BTC8280E
BTC8275E
The installation has been rolled back
due to an error during a custom bundle
or feature installation. For more
information on the cause of the error,
see the log files.
Explanation: The common agent installer verifies
outputs from the custom bundles or features
installation. If an error is reported in these outputs and
the rollback option was selected, the installation process
is stopped. All the changes which were made on the
destination host are rolled back.
Administrator response: Review the installation log
file in order to find the problem cause. The installation
log file (epInstall.log) can be found in the common
agent installation directory: installLocation/runtime/
agent/logs/install/epInstall.log. ''installLocation'' is the
path to the root directory of the common agent
installation. This property is provided in the response
file or specified on the destination dialog in the
installer wizard. If the problem is related to the local
system environment, make necessary corrections and
restart the common agent installer. If the problem
persists, gather all the log files (installLocation/
runtime/agent/logs/install directory) and contact
customer support.
BTC8279E
The installation process detected locked
common agent files. Stop the locking
process and start the upgrade again.
Explanation: In order to perform an upgrade on the
given instance of the common agent it is necessary to
remove some files, which are no longer used in the
newer version or replace some files with the latest
version. In initial stage of the upgrade process these
files are moved to the backup directory in order to
perform potential roll back in case of error. The
common agent installer verifies if all necessary files can
be moved to the backup directory. If not the present
error is reported. The common agent is stopped before
beginning of the upgrade process. So the agent's
processes should not lock any files. However it is
possible that an external product is running and have
exclusive lock on some files. This error condition can
occur in the installer GUI mode, console mode and in
the silent mode as well. In each mode the common
agent installer is not able to proceed. Additionally, in
case of silent mode the installation process is stopped.
The common agent cannot be upgraded
because locked files have been detected.
Stop the locking process and start the
upgrade again.
Explanation: In order to perform an upgrade on the
given instance of the common agent it is necessary to
remove some files, which are no longer used in the
newer version or replace some files with the latest
version. In the first stage of the upgrade process these
files are moved to the backup directory in order to
perform potential roll back in case of error. The
common agent installer verifies if all necessary files can
be moved to the backup directory. If not the present
error is reported. The common agent is stopped before
the beginning of the upgrade process. So the agent's
processes should not lock any files. However it is
possible that an external product is running and have
exclusive lock on some files. This error condition can
occur in the installer GUI mode, console mode and in
the silent mode as well. In each mode the common
agent installer is not able to proceed. Additionally, in
case of silent mode the installation process is stopped.
No changes are made on the destination host.
Administrator response: Review the installation log
file in order to find which files are locked. The
installation log file (epInstall.log) can be found in the
common agent installation directory:
installLocation/runtime/agent/logs/install/
epInstall.log. ''installLocation'' is the path to the root
directory of the common agent installation. Stop the
locking process and start the upgrade again.
BTC8281E
Unable to create a backup directory for
the common agent profile.
Explanation: In order to perform an upgrade on the
given instance of the common agent it is necessary to
remove some files, which are no longer use in the
newer version or replace some files with the latest
version. In the first stage of the upgrade process these
files are moved to the backup directory in order to
perform potential roll back in case of error. In this
situation the common agent installer was not able to
create the backup directory for some reasons. One of
the possible causes of this issue can be the user who
runs the installer doe not have write permissions in the
common agent instance location. The common agent
installer is not able to proceed. The installation process
has been stopped. All the changes which were made on
Chapter 25. Messages
345
BTC8282E • BTC8401E
the destination host have been rolled back.
Administrator response: Review the destination host
configuration: file systems mounts and permissions.
Review the installation log file (epInstall.log) which can
be found in the common agent installation directory:
installLocation/runtime/agent/logs/install/
epInstall.log. ''installLocation'' is the path to the root
directory of the common agent installation. If the
problem is related to the local system environment,
make necessary corrections and restart the common
agent installer.
BTC8282E
Unable to back up the profile directory
of the common agent. An error occured
while relocating the file fileName.
Explanation: In order to perform an upgrade on the
given instance of the common agent it is necessary to
remove some files, which are no longer used in the
newer version or replace some files with the latest
version. In the initial stage of the upgrade process these
files are moved to the backup directory in order to
perform potential roll back in case of error. In this
situation, for some reasons the common agent installer
was not able to relocate the file from the common agent
profile directory to the backup directory. One of the
possible causes of this issue can be the user who runs
the installer doe not have write permissions in the
common agent instance location. Another possibility is
the file lock. The common agent is stopped before the
beginning of the upgrade process, so the common
agent's processes should not lock any files. However it
is possible that an external product is running and have
exclusive lock on some files. The common agent
installer is not able to proceed. The installation process
has been stopped. All the changes which were made on
the destination host have been rolled back.
Administrator response: Review the destination host
configuration: file systems mounts and permissions.
Review the installation log file in order to find which
file causes the problem. The installation log file
(epInstall.log) can be found in the common agent
installation directory: installLocation/runtime/agent/
logs/install/epInstall.log. ''installLocation'' is the path
to the root directory of the common agent installation.
If the file is locked, stop the locking process and start
the upgrade again. If the problem is related to the local
system environment, make necessary corrections and
restart the common agent installer.
BTC8283E
Unable to read the resources range for
the product bean.
Explanation: Unexpected conditions occurred and the
common agent installer is not able to proceed. The
installation process has been stopped. All changes
which were made on the destination host till the error
conditions has been rolled back.
Administrator response: The problem is related to the
346
installer package. Gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support.
BTC8284E
Unable to find the component
componentName.
Explanation: Unexpected conditions occurred and the
installer of the common agent is not able to proceed.
The installation process has been stopped. All changes
which were made on the destination host till the error
conditions have been rolled back.
Administrator response: The problem is related to the
installer package. Gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support.
BTC8285E
Unable to find the product bean
beanName.
Explanation: Unexpected conditions occurred and the
common agent installer is not able to proceed. The
installation process has been stopped. All changes
which were made on the destination host till the error
conditions has been rolled back.
Administrator response: The problem is related to the
installer package. Gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support.
BTC8286E
Unable to read the ranges table for the
product bean beanName.
Explanation: Unexpected conditions occurred and the
common agent installer is not able to proceed. The
installation process has been stopped. All changes
which were made on the destination host till the error
conditions has been rolled back.
Administrator response: The problem is related to the
installer package. Gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support.
BTC8401E
The password does not match this user.
Explanation: Password for the Windows service
account is not correct. This account will be associated
with the common agent service. The service account
name is specified by the
CASInstall.WindowsAccountID parameter. Passwords
are case sensitive. This error condition can occur in the
installer GUI mode, console mode and in the silent
mode as well. In each mode (interactive or silent) the
common agent installer is not able to proceed.
Additionally, in case of silent mode the installation
process is stopped. No changes are made on the
destination host.
Administrator response: In the GUI or console mode
make sure that password defined on the ''Windows
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8402E • BTC8418E
service definition'' dialog is correct and proceed with
the installation. In the silent mode verify the value of
the CASInstall.WindowsAccountPassword property in
the common agent installer response file. Set the correct
value, save the response file and restart the common
agent installer.
BTC8402E
The user has not been granted the
requested logon type on this computer.
Explanation: Existing user account (specified by the
CASInstall.WindowsAccountID parameter) must be in
the Administrators group and have the following user
rights: act as part of the operating system, log on as a
service. This error condition can occur in the installer
GUI mode, console mode and in the silent mode as
well. In each mode (interactive or silent) the common
agent installer is not able to proceed. Additionally, in
case of silent mode the installation process is stopped.
No changes are made on the destination host.
Administrator response: Grant suitable privileges for
the user account which is going to be associated with
the common agent service. Another option is to choose
another account or default account (the local system
services account). Proceed with the installation in
interactive mode or start the common agent installer
again in the silent mode.
BTC8404E
The response file field_name field
contains an unsupported value - value.
field_name is a Booelan-type parameter.
Its value must be either ''true'' or
''false''.
Explanation: The value of the property in the common
agent response file is not correct. The common agent
installer is not able to proceed. The installation process
has been stopped, no changes have been made on the
destination host. The property is a Boolean-type
parameter. Its value must be either ''true'' or ''false''.
Administrator response: Verify the value of the
property reported in the error message in the common
agent installer response file. Correct this value if
necessary or comment the whole property if the default
value is acceptable. Save the response file and restart
the common agent installer.
BTC8405E
The InstallMode field in the response
file contains an unsupported value value. The value must be ''advanced'',
''choose'' or ''typical''.
Explanation: The value of the property
CASInstall.InstallMode set in the response file which is
passed as an argument to the common agent installer
launcher is not correct. The common agent installer is
not able to proceed. The installation process has been
stopped, no changes have been made on the
destination host. The value of the
CASInstall.InstallMode parameter must be ''advanced'',
''choose'' or ''typical''.
Administrator response: Verify the value of the
property CASInstall.InstallMode in the common agent
installer response file. Correct this value if necessary or
comment the whole property if the default value is
acceptable. Save the response file and restart the
common agent installer.
BTC8414E
The installation or upgrade of the
common agent failed. See the
installation logs: ''epPreInstall.log'' and
''epInstall.log'' which are located in the
directory_name directory for details about
the problem.
Explanation: Unexpected conditions occurred and the
installer of the common agent finished with the error.
The installation process has been stopped. All changes
which were made on the destination host till the error
conditions have been rolled back.
Administrator response: Review the installation log
file in order to find the problem cause. The installation
log file (epInstall.log) can be found in the common
agent installation directory: installLocation/runtime/
agent/logs/install/epInstall.log. Pre-installation log file
(epPreInstall.log) can be found in the same directory.
''installLocation'' is the property provided in the
response file or specified on the destination dialog in
the installer wizard. It is the root of the path to the
common agent installation directory. If the problem is
related to the local system environment, make
necessary corrections and restart the common agent
installer. If the problem persists, gather all the log files
(installLocation/runtime/agent/logs/install directory)
and contact customer support.
BTC8418E
The common agent has been started but
it was not able to register within the
period of time specified.
Explanation: At the end of the installation process the
common agent installer verifies the registration of the
common agent to the agent manager. After successful
registration the common agent have certificates
necessary to expose secure communication socket. The
registration process can last few minutes. The common
agent installer checks periodically if the common agent
received its certificates and if the secure socked is
exposed. There is a check timeout defined which can be
customized in the installer advance mode. In typical
mode it is fixed to 600 seconds. The process of
verification the registration reached the timeout. There
are several reasons why the common agent was not
able to register within the period of time specified: The
registration password is not correct The connection
information about the agent manager is not correct The
agent manager is not available The timeout is too short
System action: The common agent is not fully
Chapter 25. Messages
347
BTC8423E • BTC8426E
operational. There is no possibility to setup secure
connection with the common agent. Depending on the
user choice the non-registered common agent instance
might be left on the local system or rolled back.
Administrator response: If the installer is running in
the silent mode and the option
CASInstall.RollbackOnRegistrationFailure=true is
specified or if the suitable choice was made in the
interactive installer mode the instance of the common
agent is left on the local system. If the problem is
related to the local system environment after necessary
changes agent can be registered to the fully operational
state. The common agent should be restarted in this
case. It is also a good solution to leave the common
agent on the system if the timeout specified for the
registration's verification was too short. If the common
agent instance was rolled back it is possible, after
investigation of the problem cause, to install the
common agent again. The following list of some hints
might help find the solution of this issue: Review the
common agent log files. These log files can be found in
the installLocation/logs directory. ''installLocation'' is
the path to the root directory of the common agent
installation. Verify the agent manager connection
information provided to the common agent installer.
Make sure that the registration password is correct.
Make sure that the configuration of the agent manager
is correct (its services are not advertised on the
''localhost'' address). Check if the timeout for
registration verification is not too short (minimum 60
seconds). Look for other messages in the installation
log files that might be preventing the registration. The
main installation log file (epInstall.log) can be found in
the common agent installation directory:
installLocation/runtime/agent/logs/install/
epInstall.log. ''installLocation'' is the path to the root
directory of the common agent installation. Review the
common agent registration server log. There is also the
flag CASInstall.WaitForRegistration in the installer
response file and a suitable option in the interactive
mode which gives the possibility to skip the
registration verification after the installation.
BTC8423E
The InstallShield Wizard was not able
to detect the installation directory of the
existing Java Runtime Environment
(JRE). The existing Java Runtime
Environmnet will not be deleted during
the upgrade of the common agent.
Explanation: The common agent installer is able to
remove the legacy Java Runtime Environment (JRE)
during the upgrade. There is the flag
CASInstall.RemoveExistingJRE in the installer response
file and a suitable option in the interactive mode which
allows to remove Java Runtime Environment. The
installer tries to find existing JRE directory. It checks
directories in specific locations: installLocation/jre,
installLocation/../jre. If these directories do not exist,
the installer tries to read the directory defined in the
348
installLocation/config/javaHome.bat(sh) script. If this
script exists and there is a directory defined in it, which
is placed under the ''installLocation'' directory, it is
trated as a JRE directory. The directory found by the
installer is removed only if the common agent has been
successfully upgraded. If the installer is not able to to
find the directory this error is reported as a warning in
the interactive installer mode. Whereas in silent mode
the common agent installer is not able to proceed. The
installation process is stopped. No changes are made
on the destination host.
Administrator response: In the GUI or console mode
the user is able to decide whether the installation
(upgrade) process should be continued without legacy
JRE removal. In silent mode it is necessary to disable
CASInstall.RemoveExistingJRE option in the response
file and restart the common agent installer.
BTC8424E
The InstallShield Wizard was not able
to delete the installation directory of the
existing Java Runtime Environment
(JRE). You can manually delete it later.
Explanation: The common agent installer is able to
remove the legacy Java Runtime Environment (JRE)
during the upgrade. The flag
CASInstall.RemoveExistingJRE in the installer response
file and a suitable option in the interactive mode which
provides removal of the JRE functionality. The directory
found by the installer is removed only after the
successful common agent upgrade. If the installer is not
able to remove the directory the present error is
reported. The legacy JRE can be used by other products
which can lock the files in JRE directory.
Administrator response: The legacy JRE can be
deleted manually when the installation (upgrade)
process is completed. It is not used by the new instance
of the common agent.
BTC8426E
This installation was started with the
master image parameter
(CASInstall.OEMInstall) set to ''true''
but a master image cannot be created on
this computer system because one or
more common agents are already
installed in the following locations:
locations
Explanation: The master image of the common agent
can be created on the local system only if there are no
other common agents instances. During the master
image creation the TivGUID is reset to special value
which is regenerated during the first common agent
start. Due to TivGUID limitation only one common
agent instance can exist on the local system.
Administrator response: Change the value of the
CASInstall.OEMInstall parameter (set to ''false'') in the
common agent installer response file or comment the
whole property. Save the response file and restart the
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8427E • BTC8467E
common agent installer. Another option is to uninstall
the existing common agents and to install a new
common agent with the CASInstall.OEMInstall=''true''
parameter specified.
BTC8427E
This upgrade was started with the
master image parameter
(CASInstall.OEMInstall) set to ''true''.
That parameter cannot be used during
the upgrade of the common agent.
Explanation: The master image of the common agent
can be created on the local system as a fresh common
agent instance. The upgraded older version is not
suitable for this purpose. During the master image
creation the TivGUID is reset to special value which is
regenerated during the first agent start.
Administrator response: Change the value of the
CASInstall.OEMInstall parameter (set to ''false'') or the
value of the CASInstall.InstallType parameter (set to
''install'') in the common agent installer response file or
comment one of these properties. Save the response file
and restart the common agent installer. Another option
is to uninstall the existing common agents and to
install a new common agent with the
CASInstall.OEMInstall=''true'' and
CASInstall.InstallType=''install'' parameters specified.
BTC8463E
The installation location path specified
in the installLocation property is not
valid.
Explanation: The installation location path specified in
the installLocation property is not valid. The common
agent installer is not able to proceed. At least one
directory is required. This directory is used as a
lightweight runtime environment instance name. The
installLocation parameter on OS/400 platform should
be set according to the following format
/<LWI_instance_root>/<LWI_instance_name>/lwi.
''LWI_instance_root'' directory can be omitted, however
it is not recommended. ''lwi'' subdirectory can be
omitted.
Administrator response: Change the value of the
installLocation parameter in the common agent installer
response file. Save the response file and restart the
common agent installer.
BTC8464E
Unable to resolve the specified path in
the installLocation property.
Explanation: The path specified in the installLocation
property cannot be resolved. The common agent
installer is not able to proceed. The lightweight runtime
environment instance name and instance root is
determined basing on this location. Because of that, the
installLocation property should not contain symbolic
links or path elements like ''..''. The installLocation
parameter on OS/400 platform should be set according
to the following format /<LWI_instance_root>/
<LWI_instance_name>/lwi. ''LWI_instance_root''
directory can be omitted, however it is not
recommended. ''lwi'' subdirectory can be omitted.
Administrator response: Change the value of the
installLocation parameter in the common agent installer
response file. Save the response file and restart the
common agent installer.
BTC8465E
The library nativeLibraryName specified
in the CASInstall.NativesLibraryName
property already exists.
Explanation: The common agent installer has detected
that the specified library already exists on the current
OS/400 platform. The installer is not able to proceed.
Administrator response: Change the value of the
CASInstall.NativesLibraryName property in the
common agent installer response file. Save the response
file and restart the common agent installer. It is also
possible not to provide the library name. In this case
the installer determines the name based on the
lightweight runtime environment instance name and
the common agent ID (read from ep.reg).
BTC8466E
The specified library name is too long
(up to 10 characters is allowed):
nativeLibraryName.
Explanation: The common agent installer has detected
that the specified library is not correct. The library
name consisting of maximum 10 characters is allowed
on OS/400 platform. The installer is not able to
proceed.
Administrator response: Change the value of the
CASInstall.NativesLibraryName property in the
common agent installer response file. Save the response
file and restart the common agent installer. It is also
possible not to provide library name. Then the installer
determines the name based on the lightweight runtime
environment instance name and the common agent ID
(read from ep.reg).
BTC8467E
The lightweight runtime environment
instance location installLocation, specified
in the installLocation property already
exists.
Explanation: The path specified in the installLocation
property already exists. The common agent installer is
not able to proceed.
Administrator response: Change the value of the
installLocation parameter in the common agent installer
response file. Save the response file and restart the
common agent installer.
Chapter 25. Messages
349
BTC8468E • BTC8485E
BTC8468E
The response file value in the
installLocation field contains
unsupported characters - value. Specify a
valid directory name.
Explanation: The value of the installLocation
parameter contains unsupported characters (for
example national characters). The installation directory
name should consist of the characters from the ASCII
set (name should be based on the English alphabet).
The common agent installer is not able to proceed. The
installation process has been stopped. No changes were
made on the destination host.
Administrator response: Verify the value of the
installLocation property in the common agent installer
response file. Set the value, or comment the whole
property if the default value is acceptable. Save the
response file and restart the common agent installer.
BTC8469E
The destination directory name contains
unsupported characters (for example
national characters). The installation
directory name should consist of
characters from the ASCII set. Specify
the valid directory name.
Explanation: The value of the - the common agent
destination directory - parameetr contains unsupported
characters (for example national characters). The
installation directory name should consist of characters
from the ASCII set (the name should be based on the
English alphabet). The common agent installer is not
able to proceed.
Administrator response: Enter the correct value into
the destination directory field and proceed with the
installation.
BTC8474E
start/restart process, all properties are read by the
common agent from the file. The problem is caused by
failing to read all properties.
Administrator response: Make sure the
endpoint.properties file exists, and the properties in the
file were not edited and changed. Review the log files
for information.
BTC8481W
Explanation: An error occurred while removing the
entry in the Windows registry.
Administrator response: The files are locked by
running process which prevents the files from
removing. Reboot the operating system. Review the log
files for information.
BTC8482E
Administrator response: Make sure the common
agent machine is able to communicate to the agent
manager machine. Review the log files for information.
BTC8483W
Warning: The common agent has been
started and registered. However, the
common agent certificate is not yet
valid. It cannot be used before: value.
The date and time on the managed
system must be set within 24 hours of
the date and time on the agent manager
server for successful registration.
BTC8484E
Error while reseting the GUID.
com.tivoli.srm.guid.TivGuid return code
is result
Unable to stop the common agent:
Administrator response: Review the log files for
information.
Restarting the common agent failed. The
installation will be rolled back.
Explanation: The common agent encountered
problems and it did not restart within the specified
period of time.
Administrator response: Review the log files for
information.
BTC8480E
The common agent configuration has
failed. The installation will be rolled
back.
Explanation: Configuration of the common agent is
stored in an endpoint.properties file. During
350
The installation has been rolled back
because the common agent was not able
to register within the period of time
specified. For more information on the
cause of the error, see the common agent
log files.
Explanation: An error occured during the common
agent registration.
Explanation: A problem occurred when stopping the
common agent.
BTC8479E
The installer is not able to remove the
Windows registry entry
PendingFileRenameOperations: value If
this key is not removed, the file will be
deleted next time the machine reboots,
and the common agent will be affected.
Explanation: An error occured while GUID reseting.
Administrator response: Review the log files for
information.
BTC8485E
An error occured while relocating the
file fileName.
Explanation: An error occured while relocating the
file.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8486E • BTC8497E
Administrator response: Check if the file is not locked
by a process which prevents it from any relocation.
Review the log files for information.
BTC8486E
Unable to create a backup directory for
lightweight runtime environment
dirName.
Explanation: An error occured while creating a
backup directory.
Administrator response: Make sure the specified
location is valid and if the specified location is not
protected from write permission. Review the log files
for information.
BTC8487E
An error occured while trying to
interrogate the Windows registry: value
Explanation: An error occured while trying to
interrogate the Windows registry.
Administrator response: Make sure whether the
specified Windows registry entry exists. Review the log
files for information.
BTC8488E
Unable to read javaHome script:
Explanation: An error occured while reading
javaHome script.
Administrator response: Make sure whether specified
path for javaHome exists. Review the log files for
information.
BTC8489E
url - Subagent descriptor does not
contain any property file
Explanation: An error occured while retrieving any
property file from the subagent descriptor.
Administrator response: Review the log files
information.
BTC8490E
Error while updating ep.reg.
Explanation: An error occured while updating ep.reg.
Administrator response: Make sure whether specified
registry entry exists. Review the log files for
information.
BTC8491E
Invalid directory: directory
Explanation: An error occured while preparing
lightweight runtime environment for upgrade to 71
release.
Administrator response: Make sure whether the
directory exists on the file system. Review the log files
for information.
BTC8492E
Could not create the directory: directory
Explanation: An error occured while creating the
directory.
Administrator response: Make sure whether the
specified path for the directory is correct. Review the
log files for information.
BTC8493E
Unable to move the file: oldDirectory to
newDirectory
Explanation: An error occured while moving the file
into a new location.
Administrator response: Make sure whether a
directory from which the file is moved from exists. If
yes, check whether the destination directory exsists.
Review the log files for information.
BTC8494E
Unable to remove file: file
Explanation: An error occured while removing the
file.
Administrator response: Make sure whether a file
path is correct and whether the file is not locked by
any processes which prevents the file from being
removed. Restart the operating system. Review the log
files for information.
BTC8495E
The file file could not be loaded from
the class loader.
Explanation: An error occured while loading the file
from the class loader.
Administrator response: Review the log files for
information.
BTC8496E
An error occurred while reading the file
file from the class loader.
Explanation: An error occurred while reading the file
from the class loader.
Administrator response: Review the log files for
information.
BTC8497E
The installation in path has been
modified. Restore from backup and try
again.
Explanation: An error occured while preparing the
lightweight runtime environment to upgrade to the 71
release.
Administrator response: To upgrade the lightweight
runtime environment to release 71 release, remove any
redundant configuration files. Removing these modified
files was not successful. Make sure they are not locked
by other processes. Restart the operating system.
Review the log files for information.
Chapter 25. Messages
351
BTC8498E • BTC8617E
BTC8498E
The installation in path has not yet been
modified.
Explanation: An error occured while preparing the
lightweight runtime environment to upgrade to the 71
release.
Administrator response: To upgrade the lightweight
runtime environment to release 71 release, remove any
redundant configuration files. Removing these files was
not successful. Review the log files for information.
BTC8499E
An encryption cipher retrieving
problem.
Explanation: An error occured while decrypting a
password.
Administrator response: Reinstall the common agent
and make sure it is installed using proper
FIPS-compliant or non-FIPS-compliant mode based on
the agent manager. Review the log files for information.
BTC8500E
Could not retrieve absolute install
location from the product bean.
Explanation: An error occured while retrieving the
absolute install location from the product.
Administrator response: Make sure whether specified
location is correct. Review the log files for information.
BTC8501E
Unable to get locked files list errorMessage
Explanation: An error occured while getting the files.
Administrator response: The files are locked by other
processes. Review the log files for information.
BTC8607W
The file file_name specified in the
'-options' parameter is unknown. The
configuration will not be loaded from
that file.
Explanation: The post-install configuration tool
supports two types of files from which the
configuration of the common agent can be loaded.
.properties - Java properties file with the properties
extension. .rsp - InstallShield MultiPlatform response
file with the rsp extensiton. The file defined in the
'-options' parameter does not have the suitable
extension which might imply that it does not have the
suitable, known format. The post-install configuration
tool proceeded, however the configuration was not
loaded from the specified file.
Administrator response: Make sure the file specified
in the '-options' parameter is the Java properties file or
the InstallShield MultiPlatform response file.
352
BTC8615E
The connection to the agent manager
has been established successfully, but
the trust certificate downloaded from
the certificate authority has expired.
Explanation: The agent manager is accessible only if
connectivity validator is able to connect to it and gather
trusted certificates which have not expired. They could
be not yet valid, but they could not be expired. The
verification of the the agent manager availability failed
in this case. Note that this error condition can occur
when the agent manager time settings are not
synchronized with the common agent time.
Administrator response: Make sure the time settings
on the common agent and on the agent manager are
correct. Set the correct time and try the connection
validation again. If the time settings are valid, renew
the agent manager trusted certificate and try the
connection validation again. Another option is to use
another agent manager to register with.
BTC8616W
The connection to the agent manager
has been established successfully, but
the trust certificate downloaded from
the certificate authority is not yet valid.
Explanation: The agent manager is accessible only if
the connectivity validator is able to connect to it and
gather trusted certificates which have not expired. They
could be not yet valid, but they could not be expired.
The verification of the the agent manager availability
passed in this case. Note that this error condition can
occur when the agent manager time settings are not
synchronized with the common agent time.
Administrator response: Make sure the time settings
on the common agent and on the agent manager are
correct. Set the correct time or wait a few moments
until the trusted certificates time period will be valid.
BTC8617E
The connection to the agent manager
has failed.
Explanation: There was an attempt to connect to the
agent manager and to download the trust certificates,
but the agent manager was not available. Possible
causes of this error are: The specified host name of the
agent manager is not correct. The specified host name
of the agent manager is not accessible over the
network. The workstation might be shut down or the
network connection might be broken. The specified
port number for the agent manager is not correct (the
default value is 9513). The specified context root for the
agent manager (the default value is /AgentMgr) is not
correct.
Administrator response: Verify the agent manager
parameters' values: host name, port number and
context root. Check the agent manager host accessibility
(e.g. ping the host).
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
BTC8618E • BTC8753W
BTC8618E
The password is not valid. The common
agent cannot register.
Explanation: There was an attempt to connect to the
agent manager and execute a fake registration with the
specified password. It is done in order to verify the
registration password. The connection to the agent
manager was established successfully, however the
registration password is not correct. The verification of
the registration with the agent manager did not pass.
Administrator response: Change the registration
password for the agent manager and try again.
BTC8620E
The connection to the agent manager
has been established successfully, but
the download of the trust certificates
has failed - null certificates returned.
Explanation: The agent manager is accessible only if
the connectivity validator is able to connect to it and
gather trusted certificates which have not expired. They
could be not yet valid, but they could not be expired.
The verification of the the agent manager availability
failed in this situation because the agent manager did
not return trust certificates.
Administrator response: Review the agent manager
log files in order to find the problem cause. The
connection to the specified agent manager was
established successfully, however the remote request for
trusted cerificates has failed.
BTC8621E
The validator of the connection to the
agent manager was not able to perform
the validation within the specified
amount of time.
Explanation: There was an attempt to connect to the
agent manager and to download of the trust
certificates, but the agent manager did not response
within the specified amount of time (50 seconds).
Possible causes of this error are: The specified host
name of the agent manager is not correct. The specified
host name of the agent manager is not accessible over
the network. The workstation might be shut down or
the network connection might be broken. The specified
port number for the agent manager is not correct (the
default value is 9513). The specified context root for the
agent manager (the default value is /AgentMgr) is not
correct.
Administrator response: Verify the agent manager
parameters' values: host name, port number and
context root. Check the agent manager host accessibility
(e.g. ping host).
BTC8627E
Unable to back up the configuration
file.
Explanation: An error occured during configuration
file backup process.
Administrator response: Contact IBM Customer
Support.
BTC8629E
Unable to load the common agent
certificate:
Explanation: An error occured while loading the
common agent certificate.
Administrator response: Contact IBM Customer
Support.
BTC8631E
Unable to read the password for the
certificate store:
Explanation: An error occured while reading the
certificate store.
Administrator response: Contact IBM Customer
Support.
BTC8751E
The SLP (Service Location Protocol)
advertiser was not able to obtain the
common agent's unique ID.
Explanation: The common agent advertises itself via
Service Location Protocol. The common agent's unique
ID is one of the advertised attributes and retrieving it
was not possible.
BTC8752E
Initialization of a component
responsible for the SLP advertisment
has failed.
Explanation: Initialization of a component responsible
for the SLP advertisment has failed.
System action: The common agent is working
correctly but does not advertise itself and its service via
Service Location Protocol.
BTC8753W
Format of the attribute advertised via
Service Location Protocol is not valid.
Explanation: One of the attributes values advertised
via Service Location Protocol mechanism violates the
Service Location Protocol rules.
System action: The common agent is working
correctly and the service is advertised via SLP
mechanisms, but the format of the attribute advertised
is not valid.
COPAPM
This section contains messages with the COPAPM identifier for activity plan applet messages for Tivoli
Provisioning Manager.
Chapter 25. Messages
353
COPAPM001E • COPAPM025W
COPAPM001E VALUE_0 was unable to start because
it is in VALUE_1 state.
COPAPM002E The task VALUE_0 failed to start.
COPAPM003E Activity plan engine cannot find any
task dispatcher to dispatch jobs.
COPAPM014E No target is specified.
COPAPM015E The activity VALUE_0 used in the
condition VALUE_1 of VALUE_2 does not
exist.
COPAPM016I The execution of activity plan
VALUE_0 (ID: VALUE_1) has started.
COPAPM004I The activity plan engine started
successfully.
Explanation: The activity paln engine has begun to
process this task.
COPAPM005I Activity plan engine heart beat
VALUE_0.
COPAPM017I The execution of activity plan
VALUE_0 (ID: VALUE_1) has completed
successfully.
COPAPM006E The system cannot transfer the
operation from VALUE_0 to VALUE_1
state.
Explanation: The activity plan instance completed
successfully.
COPAPM007E The system failed to schedule any
activity plans.
COPAPM008E The software package VALUE_0 was
not found.
COPAPM009E The activity plan VALUE_0 cannot be
run. VALUE_1
Explanation: This activity plan was migrated from a
TCM environment but some activities cannot be run in
provisioning server.
COPAPM010E The activity plan VALUE_0 contains
more than one final activity.
Explanation: Only one final activity is allowed in each
activity plan
COPAPM011E An error occurred loading the
operation mapping file.
Explanation: The operation mapping file is required to
map Tivoli Configuration Manager operations into
provisioning operations
COPAPM012E Error migrating activity plan
VALUE_0.
COPAPM013E Cannot specify targets at both the
plan level and the activity level. Plan:
VALUE_0, Activity: VALUE_1.
354
COPAPM018E The execution of activity plan
VALUE_0 (ID: VALUE_1) has failed.
Explanation: The activity plan instance failed.
COPAPM019W The activity plan VALUE_0 cannot be
migrated because of unsupported
operations or targets.
Explanation: The activity plan cannot be migrated
because it contains targets or operations that are not
supported in provisioning server.
COPAPM020E The discovery object VALUE_0 was
not found.
Explanation: The discovery specified in the activity
plan does not exist.
COPAPM021E The target computer task VALUE_0
was not found.
COPAPM022E The system cannot deploy the activity
plan.
COPAPM023E The group VALUE_0 cannot be found.
COPAPM024E The condition VALUE_0 specified in
the activity plan cannot be satisfied.
COPAPM025W In the plan VALUE_0 relative
expiration date VALUE_1 is not
supported.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPAPM026E • COPAPM040E
COPAPM026E The activity VALUE_0 contains the
following unsupported targets type
VALUE_1.
COPAPM027E The activity VALUE_0 contains the
unsupported conditioning by depot
VALUE_1
COPAPM028E The type VALUE_0 is not supported
by the activity VALUE_1.
COPAPM029W The following operation VALUE_0 is
no longer supported for activity
VALUE_1. The activity will be converted
to Not Supported Operation and the
plan must be modified before becoming
executable.
COPAPM037E The operation VALUE_0 is not found.
COPAPM038E The activity plan associated with the
activity plan instance VALUE_0 is not
found.
COPAPM040E This activity plan cannot be deployed
because the plan does not allow a
repetitive schedule.
Explanation: The activity plan that you want to
deploy does not support a repetitive schedule. Remove
the repetitive schedule from the plan and submit again.
COPAPM030W For VALUE_0 operation in activity
VALUE_1 only simple transactional
option is supported. The activity will be
converted to Not Supported Operation
and the plan must be modified before
becoming executable.
COPAPM031W For VALUE_0 operation in activity
VALUE_1 no reboot options are
supported. The activity will be
converted to Not Supported Operation
and the plan must be modified before
becoming executable.
COPAPM032W In the activity VALUE_0 the use of
custom or built-in variables VALUE_1 is
not supported.
COPAPM033W In the activity VALUE_0 the option
VALUE_1 for target computation is not
supported.
COPAPM034W In the plan VALUE_0 the option
VALUE_1 for target resolution is not
supported.
COPAPM035W In the plan VALUE_0 the stop on
error option VALUE_1 is not supported.
COPAPM036E The target parameter for operation
VALUE_0 is not set.
COPCOM
This section contains messages with the COPCOM identifier for common subsystem messages for Tivoli
Provisioning Manager.
Chapter 25. Messages
355
COPCOM001E • COPCOM011E
COPCOM001E The system cannot delete the
VALUE_0 file.
COPCOM008E The system cannot open a Telnet
connection to VALUE_0.
Explanation: The user setting might be incorrect.
COPCOM002E The system cannot create the
VALUE_0 file. Message: VALUE_1.
COPCOM003E The system cannot find the VALUE_0
data center model policy.
COPCOM004E The software module VALUE_0 does
not have the required third party
software package.
Explanation: The uninstall process failed because the
provided software module did not have the required
third party software package. The third party software
package is required to provide the name and version of
the IBM Tivoli Configuration Manager Software
Package.
User response: Verify that the provided software
resource references the correct software module.
Administrator response: The uninstall workflow
requires that the software resource specify a software
module that has a third party software package. Verify
that the software module was imported or created with
a third party software package.
COPCOM005E The SAP (id=VALUE_0) cannot be set
as default for device (id=VALUE_1)
because the device does not own it.
COPCOM006E The software resource with ID
VALUE_0 does not have a valid software
module ID.
Explanation: An error occurred when the workflow
received a software resource ID that does not contain a
valid software module ID. A valid software module ID
is required to identify which package will be
uninstalled from the specified system.
User response: Verify that the provided software
resource references the correct software module. Verify
that the package was installed on the specified system
using a workflow that implements
SoftwareInstallable.Install.
User response: Try to create the Telnet connection as
'userid' from the command line.
COPCOM009E The variable TMA.Label_propkey is
undefined in the server with ID
VALUE_0.
Explanation: An error occurred when the variable
TMA.Label_propkey was not defined on the server.
This property is needed because it identifies the IBM
Tivoli Management Agent in systems that have more
than one agent. The value of this property is the name
of a second property. The second property contains the
name of the IBM Tivoli Managed Agent label.
Administrator response: Verify that the server has a
variable named TMA.Label_propkey in the
DEPLOYMENT_ENGINE scope.
COPCOM010E The third party software package
with ID VALUE_0 does not have the
required file name and file path.
Explanation: An error occurred during the registration
of the Software Package Block when the third party
software package did not have specify the name and
path of the Software Package Block.
User response: Verify that registration was performed
on the correct third party software package.
Administrator response: Verify that the third party
software package was defined using the correct file
name and path attributes.
COPCOM011E The discovery object VALUE_0 does
not have a valid filter string.
Explanation: The provided discovery object does not
have the required property tcm.software.filter,
tcm.hardware.pm.filter. Those properties are used to
define which IBM Tivoli Configuration Manager
resources will be imported into IBM Tivoli Provisioning
Manager. The defined filter value should be in the
format:
PR=PolicyRegionValue;PM=ProfileManagerValue;
COPCOM007E The software resource with ID
VALUE_0 does not have a valid server
ID.
Explanation: An error occurred when the workflow
received a software resource ID that does not contain a
valid server ID. A valid server ID is required to identify
the target system.
SP=SoftwarePackageValue;I=True.
User response: Verify that the correct discovery object
was used. Verify that the discovery object has the
required filter string properties.
User response: Verify that the package was installed
on the specified system using a workflow that
implements SoftwareInstallable.Install.
356
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM012E • COPCOM036E
COPCOM012E The server VALUE_0 does not have a
locale value.
COPCOM020E The hostname command returned
empty string.
Explanation: An error occurred in the workflow
because the server specified has a locale value that is
null. The locale value is required to specify the locale
value of the items that will be imported into the IBM
Tivoli Provisioning Manager database.
COPCOM025E The system cannot connect to the
administration server because it cannot
update the password in LDAP.
Administrator response: Verify that the server object
does not have a null locale value.
COPCOM027E The system cannot create the file
because it cannot find the VALUE_0 file.
Explanation:
COPCOM013E The system cannot find the NIC for
network interface IP VALUE_0.
Explanation: This is a validation issue.
User response: Review the file permissions.
User response: Validate the NIC information.
COPCOM028E The system cannot create or write the
VALUE_0 file.
COPCOM014E The system cannot find the software
stack with ID: VALUE_0.
User response: Confirm that you have been assigned
write permission to the directory in which you want to
create the file.
Explanation: This is a validation issue.
User response: Validate the software stack
information.
COPCOM015E The resource type VALUE_0 does not
exist.
COPCOM016E The directory VALUE_0 does not
exist.
Explanation: The directory that contains the scripts
that interact with IBM Tivoli Configuration Manager
was not found. This directory contains the required
scripts itcmDist.sh, tmeCkDt.sh, and others. This
directory is usually $TIO_HOME/repository/tivoli/
itcm.
Administrator response: Verify that script repository
directory exists. If this directory does not exist, it
should be created and the scripts stored in the itcm
automation package should be copied to this directory.
COPCOM017E The system cannot delete the spare
pool VALUE_0 with the ID VALUE_1,
because it is used by VALUE_2 clusters.
COPCOM018E The system cannot delete the spare
pool VALUE_0 with the ID VALUE_1,
because it contains VALUE_2 computers.
COPCOM019E The system cannot delete the
application protocol VALUE_0 with the
ID VALUE_1, because it is used by
VALUE_2 protocol endpoints.
COPCOM029E The system cannot determine the
attribute type and cannot update the
Websphere Application Server setting.
COPCOM030E An exception occurred while
performing a cryptographic operation.
The system cannot encrypt the
password.
COPCOM031E The system cannot load the VALUE_0
file because it cannot read the file.
COPCOM032E The system cannot read the
user-factory.xml configuration because
the configuration file is not valid.
COPCOM034E An unexpected error occurred:
dataSource.class
VALUE_0,methodName=VALUE_1.
COPCOM035E An unexpected error:VALUE_0
occurred. To prevent concurrent access
to this object, this is considered an error.
Reacquire a released object before using
it.
COPCOM036E An unexpected shell command error
occurred.
Runtime.getRuntime().exec(command)
returned null.
Chapter 25. Messages
357
COPCOM037E • COPCOM067E
COPCOM037E An unexpected shell command error
occurred and the system cannot create
the InputStreamHelper for the error
stream.
COPCOM050E Application VALUE_0 not found.
Explanation: The application does not exist. It might
need to be defined.
User response: Define the application.
COPCOM038E An unexpected shell command error
occurred and the system cannot create a
BufferedWriter for the input stream.
COPCOM039E An unexpected shell command error
occurred and the system cannot create
the InputStreamHelper for the
output/result stream.
COPCOM040E The system failed to load the
VALUE_0 XML file.
COPCOM041E The system failed to parse the
VALUE_0 XML file.
COPCOM042E The system cannot read the VALUE_0
XML file.
COPCOM043E The system cannot complete the
VALUE_0 SQL select query.
User response: Verify that the database is running.
COPCOM044E The system cannot access the
database session pool.
COPCOM051E A data integrity constraint was
violated.
COPCOM052E The system cannot find the VALUE_0
BladeAdminServer.
COPCOM054E The system cannot delete the
VALUE_0 (VALUE_1) software fix pack
because it is part of the VALUE_2 stack.
COPCOM055E The system cannot delete the
VALUE_0 (VALUE_1) software fix pack
because it is installed on the VALUE_2
device.
COPCOM057E The system cannot delete the
application tier VALUE_0 because it
includes overflow servers.
COPCOM058E The system cannot find application
tier VALUE_0.
COPCOM061E The system cannot find customer
VALUE_0.
User response: Verify that the database is running.
COPCOM046E A parent object must be specified
when importing a new access rule.
COPCOM063E The system cannot find the data
center model object ID: VALUE_0.
User response: Verify that the access rule is defined
within the access control list in the XML file.
COPCOM064E The system cannot find the data
center model object type: VALUE_0.
COPCOM047E A parent object must be specified
when importing a new power outlet.
COPCOM066E The system cannot find device driver:
VALUE_0.
User response: Verify that the power outlet is defined
within the power unit in the XML file.
COPCOM048E A parent object must be specified
when importing a new server.
User response: Verify that the new server is defined
within the resource pool or application tier in the XML
file.
358
COPCOM067E The system cannot find discovery:
VALUE_0.
Explanation: While it imported discovery information
from an XML file, the system could not locate the
discovery technology being associated or updated.
User response: Verify that the discovery technology
exists in the data center model and that it is spelled
correctly.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM068E • COPCOM095E
COPCOM068E The system cannot find the interface
card port: VALUE_0.
COPCOM082E The system cannot find power outlet
VALUE_0.
COPCOM069E The system cannot find the
component: VALUE_0.
COPCOM083E The system cannot find power unit
VALUE_0.
COPCOM072E The system cannot find the
monitoring application: VALUE_0.
COPCOM084E The single row select statement
returned multiple records for data center
model object: VALUE_0.
Explanation: While it imported monitoring application
information from an XML file, the system could not
locate the monitoring application being associated.
User response: Verify that the monitoring application
exists in the data center model and that it is spelled
correctly.
COPCOM073E The system cannot find the
monitoring configuration: VALUE_0.
Explanation: While it imported monitoring
configuration information from an XML file, the system
could not locate the monitoring configuration being
associated or updated.
User response: Verify that the monitoring
configuration exists in the data center model and that it
is spelled correctly.
COPCOM075E The system cannot find NIC:
VALUE_0.
COPCOM076E Too many database connections are
open.
COPCOM077E The system cannot find discovered
by VALUE_0.
COPCOM078E The system cannot create discovered
by for discovery VALUE_0 and object ID
VALUE_1 because it already exists.
COPCOM085E The system cannot find the VALUE_0
server.
COPCOM086E The system cannot find the property
that was discovered by VALUE_0.
COPCOM087E The system cannot create the
property discovered by for discovery
VALUE_0 and property ID VALUE_1
because it already exists.
COPCOM088E The system cannot find the VALUE_0
software product.
COPCOM089E The system cannot find the VALUE_0
software stack entry.
COPCOM090E The system cannot find the VALUE_0
software stack.
COPCOM091E The system cannot find the VALUE_0
software state.
COPCOM092E The system cannot find the VALUE_0
spare resource pool.
COPCOM093E The JDBC driver caused an SQL
exception.
COPCOM079E The system cannot find the requested
data center model object: VALUE_0.
User response: For more information, see the console
log located at $TIO_LOGS/de/console.log
COPCOM080E The system cannot find the required
data center model object. The object
either does not exist, or exists but is not
the expected object type (type VALUE_0,
ID VALUE_1).
COPCOM094E The [VALUE_0] target group cannot
be found in the data model.
COPCOM081E The system cannot find the requested
data center model object type
(VALUE_0).
User response: Specify an existing target group
COPCOM095E The [VALUE_0] target computer
cannot be found in the data model.
User response: Specify an existing target computer
Chapter 25. Messages
359
COPCOM1000E • COPCOM132E
COPCOM1000E There are no software modules in
the database that has boot server
capabilities.
COPCOM119E An exception occurred when
performing the cryptographic operation:
VALUE_0.
COPCOM1001E Select the boot server type.
COPCOM120E The Base64 value VALUE_0 is not
valid.
Explanation: Select the boot server type.
COPCOM1002E Select a target for installation.
COPCOM121E The encryption key length VALUE_0
is not valid.
Explanation: Select a target for installation.
COPCOM122E Null encryption key.
COPCOM1003E Specify a data directory.
Explanation: Specify a data directory.
COPCOM1005E There is no workflow that
implements this operation attached to
the boot server.
COPCOM1006E No software module with resource
templates defined.
COPCOM1007E Select an image for deployment.
COPCOM123E A shell command error
occurred:VALUE_0 Exit code=VALUE_1,
Error stream=VALUE_2, Output
stream=VALUE_3.
Explanation: There is a problem running a command
or scriptlet on the command line of the managed
device. Ensure the command or script works on the
command line of the managed device and ensure you
have all the packages required for running the
command or scriptlets installed on your managed
device.
User response: Verify the shell command.
COPCOM101E
VALUE_0 is not valid for VALUE_1.
User response: Ensure that the DCMObject type is an
application tier.
COPCOM124E A Telnet error occurred.
COPCOM125E An unexpected Telnet error occurred.
COPCOM108E A GUID generator exception
occurred: VALUE_0. The original error
message is VALUE_1.
COPCOM110E The file name VALUE_0 is not valid.
COPCOM113E The VALUE_0 XML file is not valid.
COPCOM114E The file does not include the
VALUE_0 XML element.
COPCOM115E There is not enough data to complete
the task.
COPCOM116E The operation timed out.
COPCOM117E The system cannot decrypt a string
that is empty or null.
COPCOM118E The system cannot encrypt a string
that is empty or null.
360
COPCOM126E The system cannot delete license key
VALUE_0 because it is being used.
COPCOM127E The system cannot delete the license
pool VALUE_0 because it is used by at
least one software stack definition.
User response: Detach the license pool from the stack
definition before you attempt to delete it.
COPCOM128E The system cannot delete all roles
from a user with IBM Directory Server.
At least one role is required. The first
group found that would become empty
is: VALUE_0.
COPCOM131E A user with this ID already exists.
Try a different user ID.
COPCOM132E An error occurred during the LDAP
operation: VALUE_0.
User response: Verify the LDAP server.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM133E • COPCOM162E
COPCOM133E The monitoring configuration
VALUE_0 is already associated with
VALUE_1.
Explanation: A monitoring configuration with the
same name is already associated with the current
resource.
User response: Ensure that the monitoring
configuration is correct. If changes need to be made,
add an association with the appropriate monitoring
configuration.
COPCOM134E The password that you are trying to
update cannot be null or empty for
username VALUE_0.
COPCOM151E This monitoring configuration is
being used by the VALUE_0 group.
Explanation: The group cannot be deleted because a
monitoring configuration is associated with it.
User response: Remove this monitoring configuration
from the group, and then try to delete it.
COPCOM152E This monitoring configuration is
being used by the VALUE_0 server.
Explanation: The resource cannot be deleted because a
monitoring configuration is associated with it.
User response: Remove the monitoring configuration
from the resource, and then try to delete it.
COPCOM135E The username that you are trying to
update cannot be null or empty.
COPCOM153E Delete the monitoring configurations
associated with the VALUE_0 monitoring
application.
COPCOM136E The system cannot find error
VALUE_0.
Explanation: The monitoring application cannot be
deleted because it contains at least one monitoring
configuration.
COPCOM137E The system cannot add a stack that
contains this stack.
User response: Delete the monitoring configuration
from the monitoring application, and try again.
COPCOM138E The system cannot complete the user
management operation. Try again. If the
problem continues, contact your system
administrator.
COPCOM154E The system cannot find the VALUE_0
terminal server.
User response: Verify that the LDAP server is
running.
COPCOM140E An unexpected error VALUE_0
occurred.
COPCOM143E An unexpected shell command error
VALUE_0 occurred.
COPCOM155E The system cannot find the VALUE_0
boot server.
COPCOM156E The system cannot find the VALUE_0
software fix pack.
COPCOM157E The system cannot find the VALUE_0
software product category.
COPCOM146E The VALUE_0 attribute is missing.
COPCOM158E The system cannot find the VALUE_0
interface card.
COPCOM147E The VALUE_0 attribute includes an
incorrect value: VALUE_1.
COPCOM160E The system cannot find the VALUE_0
server template.
COPCOM148E The system does not support an
Insert action for the data center model
object: VALUE_0.
COPCOM161E The system cannot find the resource
VALUE_0.
COPCOM149E The system does not support update
for the VALUE_0 attribute.
COPCOM162E The system cannot find the VALUE_0
resource requirement.
Chapter 25. Messages
361
COPCOM163E • COPCOM197E
COPCOM163E The system cannot find the VALUE_0
password credentials.
COPCOM180E The system cannot find the VALUE_0
storage policy settings.
COPCOM164E The system cannot find the VALUE_0
RSA credentials.
COPCOM181E The system cannot find the VALUE_0
volume container settings.
COPCOM165E The system cannot find the VALUE_0
SNMP credentials.
COPCOM182E The system cannot find the VALUE_0
logical volume settings.
COPCOM166E The system cannot find the VALUE_0
protocol endpoint.
COPCOM183E The system cannot find the VALUE_0
file system settings.
COPCOM167E The system cannot find the VALUE_0
network interface.
COPCOM184E The system cannot find the VALUE_0
physical volume settings.
COPCOM168E The update function is not supported
for the data center model object
VALUE_0.
COPCOM185E The system cannot find the VALUE_0
disk partition settings.
COPCOM169E The delete function is not supported
for the data center model object:
VALUE_0.
COPCOM172E The data center model Object is not
current with respect to the database.
Explanation: Another user has updated the record and
the copy of the data is not current.
User response: Refresh the data and try again the
update.
COPCOM173E The system cannot find the VALUE_0
file repository.
COPCOM175E The system cannot find the VALUE_0
storage multipath settings.
COPCOM176E The system cannot find the VALUE_0
data path settings.
COPCOM178E The system cannot find the volume
container settings VALUE_0 with volume
manager VALUE_1 and spare pool
VALUE_2.
COPCOM179E The system cannot find the volume
container settings VALUE_0 with volume
manager VALUE_1 and application tier
VALUE_2.
362
COPCOM186E The system cannot find the VALUE_0
file system mount settings.
COPCOM187E The system cannot find the VALUE_0
system storage capabilities settings.
COPCOM188E The system cannot find the VALUE_0
storage area network.
COPCOM189E The system cannot find the VALUE_0
storage area network administration
domain (fibre channel fabric).
COPCOM190E The system cannot find the VALUE_0
fibre channel switch.
COPCOM192E The system cannot find the VALUE_0
storage allocation pool.
COPCOM193E The system cannot find the VALUE_0
storage area network frame.
COPCOM194E The system cannot find the VALUE_0
storage volume.
COPCOM196E The system cannot find the VALUE_0
volume container.
COPCOM197E The system cannot find the VALUE_0
logical volume.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM198E • COPCOM231E
COPCOM198E The system cannot find the VALUE_0
file system.
COPCOM199E The system cannot find the VALUE_0
physical volume.
COPCOM200E The system cannot find the VALUE_0
physical partition.
COPCOM201E The system cannot find the VALUE_0
system storage capabilities.
COPCOM202E The system cannot find the VALUE_0
fibre channel port with port number.
COPCOM203E The system cannot find the VALUE_0
data path.
COPCOM204E The system cannot find the VALUE_0
zone set.
COPCOM205E The system cannot find the VALUE_0
zone.
COPCOM206E The system cannot find the VALUE_0
zone membership data.
COPCOM207E A worldwide name is not defined for
the VALUE_0 fibre channel port.
COPCOM208E The system cannot find the VALUE_0
storage volume in the VALUE_1 storage
area network frame.
COPCOM209E The system cannot find the logical
volume VALUE_0 in the volume
container VALUE_1.
COPCOM210E The system cannot find the logical
volume settings VALUE_0 in the volume
container settings VALUE_1.
COPCOM211E The system cannot find the fibre
channel port with port number VALUE_0
in system VALUE_1.
COPCOM213E The system cannot find the zone
VALUE_0 in the fibre channel fabric
VALUE_1.
COPCOM215E The system cannot find the volume
container settings VALUE_0 with volume
manager VALUE_1 and storage template
VALUE_2.
COPCOM216E No file system settings are defined in
the logical volume settings VALUE_0 of
the VALUE_1 storage template.
COPCOM217E The system cannot create the output
file VALUE_0.
COPCOM218E The system cannot find the object
type VALUE_0 with the ID or name
VALUE_1.
COPCOM219E The database cannot complete the
query.
COPCOM220E The system cannot find the VALUE_0
software requirement.
COPCOM221E The system cannot find the VALUE_0
software capability.
COPCOM222E The system cannot find the VALUE_0
software requirement name.
COPCOM223E The system cannot find the VALUE_0
software requirement type.
COPCOM224E The system cannot find the VALUE_0
software requirement value option.
COPCOM226E The VALUE_0 server template is not
valid.
COPCOM228E The system cannot delete the
VALUE_0 host platform because it
includes virtual servers.
COPCOM229E The system cannot delete the
VALUE_0 host platform because it is
installed as a software product.
COPCOM230E The system cannot find the VALUE_0
host platform.
COPCOM231E The system cannot find the VALUE_0
property.
Chapter 25. Messages
363
COPCOM232E • COPCOM262W
COPCOM232E The system cannot delete the
resource VALUE_0 because it is part of
an allocation.
COPCOM233E The system cannot find the VALUE_0
license key.
COPCOM234E The system cannot find the VALUE_0
license broker.
COPCOM235E The system cannot find the VALUE_0
license pool.
COPCOM236E The system cannot find the
supported requirement type: VALUE_0.
COPCOM237E The system cannot find the VALUE_0
software module.
COPCOM238E The system cannot find the VALUE_0
resource allocation.
COPCOM239E The system cannot find the data
center model object ID for IP address
VALUE_0.
Explanation: The IP address is not valid.
User response: Provide the correct IP address of the
resource.
COPCOM240E The system cannot find the VALUE_0
signal descriptor.
COPCOM241E The system cannot find the VALUE_0
volume container access settings.
COPCOM242E The system cannot find the VALUE_0
storage volume on the port.
COPCOM244E The system cannot find the VALUE_0
software association.
COPCOM254E The system cannot find the VALUE_0
volume container access.
COPCOM255E The system cannot find the VALUE_0
port connection.
COPCOM256E The environment did not specify a
default log directory. Run the command,
and specify the log directory as the
argument.
COPCOM257E The input directory name VALUE_0 is
either not a directory, or it does not
exist.
COPCOM258E The application cannot write the
output file VALUE_0 to the file system.
Verify the write permission setting of
the directories and try again.
COPCOM259I The value of this attribute is
encrypted.
Explanation: The value is encrypted and it cannot be
displayed.
COPCOM260I If a workflow fails, the system will
send the event to the Tivoli Enterprise
Console.
Explanation: The Tivoli Enterprise Console (TEC)
event notifications function is enabled. If a workflow
failure occurs, the event will be sent to the TEC.
COPCOM261E The system cannot send the events to
the Tivoli Enterprise Console.
Explanation: The system cannot send the events to the
Tivoli Enterprise Console.
Administrator response: Activate the logging function
in the Tivoli Enterprise Console Event Integration
Facility to determine the problem. To activate logging,
set the TraceFileName variable in the Tivoli Enterprise
Console configuration file.
COPCOM246E The system cannot find the VALUE_0
default protocol endpoint.
COPCOM262W The system cannot send the event to
the Tivoli Enterprise Console, but the
event has been buffered.
COPCOM253E The system cannot find the VALUE_0
license allocation.
Explanation: The system cannot send the event to the
Tivoli Enterprise Console, but the event has been
buffered.
Administrator response: Activate the logging function
in the Tivoli Enterprise Console Event Integration
Facility to determine why the event was buffered. To
activate logging, set the TraceFileName variable in the
Tivoli Enterprise Console configuration file.
364
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM263E • COPCOM292E
COPCOM263E The Tivoli Enterprise Console (TEC)
cannot use VALUE_0 as the event class
name.
COPCOM264E The system cannot generate the
Tivoli Enterprise Console (TEC) event
because no event class name was
specified.
Explanation: The Send TEC Event Java plug-in uses
the Tivoli Enterprise Console TECAgent code base to
send TEC events to the Tivoli Enterprise Console (TEC)
server. All TEC events sent by the Send TEC Event Java
plug-in must conform to the Tivoli Enterprise Console
standard. The TEC event class name that was provided
to the system does not conform to the standard.
COPCOM275E The system cannot find the
discovery-execution: VALUE_0.
Explanation: While it imported discovery information
from an XML file, the system could not locate the
discovery-execution entity being associated or updated.
User response: Verify that the discovery-execution
entity exists for the ID.
COPCOM277E Fibre channel port number VALUE_0
is out of range in the fibre channel
switch VALUE_1.
COPCOM278E The system cannot find the VALUE_0
storage manager.
User response: Verify that the name of the event class
contains only alphanumeric characters, and verify that
it does not contain any white space. Refer to the Tivoli
Enterprise Console product manual for more
information.
COPCOM279E The active zone set already exists in
the VALUE_0 storage area network
fabric.
COPCOM271E The system cannot find the VALUE_0
DcmObjectSoftwareStack.
COPCOM281E The start port number VALUE_0 of
the fibre channel switch is greater than
the end port number VALUE_1.
COPCOM272E The system cannot find the
discovery-association: VALUE_0.
COPCOM282E Port VALUE_0 is already connected to
port VALUE_1.
Explanation: While it imported discovery information
from an XML file, the system could not locate the
discovery-association being associated or updated.
COPCOM283E The system cannot find the VALUE_0
file system mount.
User response: Verify that the discovery-association
exists in the data center model and that it is spelled
correctly.
COPCOM284E The system cannot find the
endstation endpoint VALUE_0.
COPCOM273E The system cannot find the
config-drift: VALUE_0.
Explanation: While it imported discovery information
from an XML file, the system could not locate the
config-drift entity being associated or updated.
User response: Verify that the config-drift entity exists
in the data center model and that it is spelled correctly.
COPCOM274E The system cannot find the
discoverable: VALUE_0.
Explanation: While it imported discovery information
from an XML file, the system could not locate the
discoverable entity being associated or updated.
User response: Verify that the discoverable entity
exists and that it is spelled correctly.
COPCOM287E The parent with the ID VALUE_0 that
is provided for the data center model
insert is not valid.
COPCOM289E The system cannot find the VALUE_0
storage pool template.
COPCOM290E The system cannot find the VALUE_0
storage subsystem template.
COPCOM291E The system cannot find the VALUE_0
storage fibre adapter template.
COPCOM292E The system cannot find the VALUE_0
storage host bus adapter template.
Chapter 25. Messages
365
COPCOM293E • COPCOM323E
COPCOM293E The system cannot find the VALUE_0
storage manager template.
COPCOM310E The server VALUE_0 does not host a
software distribution application.
COPCOM294E The system cannot find the VALUE_0
direct access storage device template.
Explanation: The discovery of the IBM Tivoli
Configuration Management software packages failed
because the discovery object references a server that
does not host a software distribution application.
COPCOM295E The system cannot delete the data
center fragment VALUE_0 because it is
used by at least one network topology
template.
COPCOM296E The system cannot delete the
network topology template VALUE_0
because it is used by at least one
application deployment template.
COPCOM297E The system cannot delete the logical
deployment template VALUE_0 because
it is used by at least one application
deployment template.
COPCOM298E The system cannot perform delete
operation. Remove all dependencies and
then try again.
COPCOM299E The system cannot delete the
application deployment template
VALUE_0 because it is used by at least
one application deployment.
COPCOM300E The input XML file VALUE_0 is not
encoded with UTF-8 encoding. Re-create
the input XML file with proper
encoding and try again.
COPCOM302E Port number VALUE_0 is not unique.
COPCOM303E
VALUE_0 already exists.
COPCOM307E The system cannot find the
deployment request parameter for the
parameter name VALUE_0.
COPCOM308E The deployment request parameter
value for the parameter name VALUE_0
is encrypted.
COPCOM309E The deployment request parameter
name cannot be null or empty.
User response: Ensure that the discovery object
references the correct server. Ensure that the correct
discovery object was used.
Administrator response: A software distribution
application construct should be created for the IBM
Tivoli Configuration Management server if one does
not exist.
COPCOM311E The values for data redundancy are
not valid. Make sure that the values are
greater than 0.
COPCOM312E The values for package redundancy
are not valid. Make sure that the
minimum redundancy, VALUE_0, is
smaller than or equal to the default
redundancy, VALUE_1 and is smaller
than or equal to the maximum
redundancy, VALUE_2.
COPCOM313E The values for package redundancy
are not valid. Make sure that the values
are not negative.
COPCOM315E The values for data redundancy are
not valid. Make sure that the minimum
redundancy, VALUE_0, is smaller than or
equal to the default redundancy,
VALUE_1, and is smaller than or equal
to the maximum redundancy, VALUE_2.
COPCOM316E The system cannot find the VALUE_0
boot server type.
COPCOM317E The system cannot find the VALUE_0
image type.
COPCOM321E The system cannot find the VALUE_0
image.
COPCOM322E The system cannot find the VALUE_0
storage function type.
COPCOM323E The policy type VALUE_0 is not valid.
366
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM324E • COPCOM347E
COPCOM324E The value for other-storage-functiontype attribute is not specified.
COPCOM325E The system cannot find the VALUE_0
RAID redundancy mapping.
COPCOM326E The system cannot delete the default
VALUE_0 storage function type.
COPCOM327E The system cannot find the source
application tier resource VALUE_0.
COPCOM328E The system cannot find the target
application tier resource VALUE_0.
COPCOM329E The system cannot find the VALUE_0
storage template.
COPCOM330E The user VALUE_0 does not have
VALUE_1 permission on the VALUE_2
VALUE_3 with ID VALUE_4.
COPCOM331E The subscription with ID VALUE_0
cannot be canceled, because the
provision schedule task ID cannot be
found in its service instance with ID
VALUE_1.
COPCOM332E The subscription with ID VALUE_0
cannot be canceled, because it is not in
the pending state.
COPCOM333E The subscription with ID VALUE_0
cannot be deleted, because it is not in
the Inactive_Expiried, Inactive_Failed, or
Inactive_Terminated state.
COPCOM334E The subscription with ID VALUE_0
cannot be canceled or stopped, because
it is already in the Inactive state.
COPCOM335E The subscription with ID VALUE_0
cannot be re-subscribed, because its
service instance with ID VALUE_1 does
not contain a provision schedule task
ID.
COPCOM336E The subscription with ID VALUE_0
cannot be re-subscribed, because its
service instance with ID VALUE_1 is not
in the Provision_Error state.
COPCOM337E The subscription with ID VALUE_0
cannot be re-subscribed, because it is
not in the failed state.
COPCOM338E The subscription with ID VALUE_0
cannot be ended, because the
deprovision schedule task ID cannot be
found in its service instance with ID
VALUE_1.
COPCOM339E The subscription with ID VALUE_0
cannot be ended, because its service
instance with ID VALUE_1 is not in
provision_successful state.
COPCOM340E The subscription with ID VALUE_0
cannot be ended, because it is not in the
active state.
COPCOM341E The system cannot find the VALUE_0
restricted requirement.
COPCOM343E The system could not create the
offering document. Either the system
cannot find the offering template, or the
template is in the wrong format.
COPCOM344E The system cannot create the order
because the order document cannot be
created. The offering document could be
in the wrong format.
COPCOM345E The system cannot subscribe from
the order with ID VALUE_0 because its
order document is in the wrong format.
COPCOM346E The system cannot schedule the task
VALUE_0 to be run in the past.
COPCOM347E The dictionary key named VALUE_0
with ID VALUE_1 in class VALUE_2
cannot be added to the dictionary
because it conflicts with an existing
entry. The conflicting existing dictionary
entry has the name VALUE_3 and ID
VALUE_4.
Explanation: Dictionary entries must be unique.
Duplicate ID values or names are not allowed.
User response: This is an internal error. Contact your
IBM service representative for assistance.
Chapter 25. Messages
367
COPCOM348E • COPCOM375E
COPCOM348E The system cannot create the
offering, because an offering VALUE_0
already exists.
COPCOM349E The template VALUE_0 was not
found.
COPCOM350E The template parameter VALUE_0
was not found.
COPCOM351E The application name VALUE_0
cannot be found for Service.
COPCOM352E The data center model object type
VALUE_0 is not supported for creation
of services.
COPCOM353E The service with ID VALUE_0 cannot
be found.
COPCOM354E The offering with ID VALUE_0
cannot be found.
COPCOM355E The scheduled task type VALUE_0 is
not valid.
COPCOM357E The Order of ID VALUE_0 cannot be
found.
COPCOM358E The service with name VALUE_0
cannot be found.
COPCOM359E The service instance of ID VALUE_0
cannot be found.
COPCOM360E The subscription of ID VALUE_0
cannot be found.
COPCOM361E AgentManager has thrown an
exception. See the embedded exception
for details.
COPCOM362E An error occurred while registering
with Agent Manager at address
VALUE_0. See the embedded exception
for details.
COPCOM363E The system cannot find the
endpoint.properties file.
COPCOM364E Incompatible types. Cannot create
backup entry.
COPCOM365E VALUE_0 is not a managed system.
Cannot create a backup entry.
COPCOM366E The system cannot generate the offer
document. The nested exception is
VALUE_0.
COPCOM367E The system cannot modify the
subscription with ID VALUE_0, because
its current status is neither New,
Accepted, nor Active.
COPCOM368E The system cannot modify the
subscription with ID VALUE_0, because
its new start time is passed.
COPCOM369E The system cannot modify the
subscription with ID VALUE_0, because
its new start time is null.
COPCOM370E The system cannot modify the start
or end time of the subscription with ID
VALUE_0, because there is no provision
or deprovision schedule task ID in its
service instance with ID VALUE_1.
COPCOM371E The system cannot find the software
distribution application VALUE_0.
Explanation: The system cannot find the software
distribution application in the data center model.
User response: Verify that the software distribution
application exists and that it is spelled correctly.
COPCOM372E The system cannot find the last
fulfilled order for the subscription with
ID: VALUE_0.
COPCOM373E The system cannot read the order
document from the order with ID
VALUE_0.
COPCOM374E The system cannot find the service
instance by subscription with ID
VALUE_0.
COPCOM375E The system cannot create the
Constraint with constraint type
VALUE_0.
Explanation: The system does not recognize the type
368
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM376W • COPCOM392E
of the Constraint to be created. The constraint creation
failed.
User response: Verify the correct type of the new
Constraint to be created.
COPCOM376W The Constraint with the name
VALUE_0 is not added, because a
constraint with the same name already
exists.
Explanation: An existing Constraint with the same
name prevents the addition of the new constraint.
User response: Verify the correct name of the new
Constraint to be added.
COPCOM377E Internal Error: Null AgentGUID was
specified.
Explanation: The database does not have any agent
GUID for a server.
User response: Ensure that Common Agent is
installed on the server and the AgentID property has
the GUID of the agent.
COPCOM378E AgentManager did not find the
Agent ID VALUE_0.
Explanation: The AgentId property on the Server
might be incorrect.
User response: Ensure that the AgentId property
contains the correct GUID for Common Agent.
COPCOM379I Usage: dcmExport.cmd/sh [-d]
[outputFilename] Example:
dcmExport.cmd c:/myDirectory/
myOutput.xml (if outputFilename is not
specified, the default output file name
is dcmExport.xml in the current
directory). Use of option [-d] outputs
protected data in clear text (default is
encrypted).
COPCOM380E Incorrect command syntax. Usage:
XmlImport.cmd/sh file_URL [file_URL]*
Example: XmlImport.cmd
file:/c:/myDirectory/myInput.xml.
COPCOM381E The system cannot find the VALUE_0
software instance.
COPCOM382E The system cannot find the VALUE_0
software installation.
COPCOM383E The system cannot find the VALUE_0
software application data.
COPCOM384E The system cannot find the VALUE_0
software configuration.
COPCOM385E The system cannot find the report:
VALUE_0.
COPCOM386E The system cannot find the report
category VALUE_0.
COPCOM387E The import report category failed
with an exception.
COPCOM388E The device ID or port is null.
COPCOM389E Cannot ping agent.
Explanation: The provisioning server could not
connect to the Tivoli Common Agent on the configured
listening port (default 9510).
User response: Ensure that the agent on the target
computer is operational and that the provisioning
server is able to connect to the target computer on the
agent port (default 9510).
COPCOM390E A Boolean value that is not valid was
provided in the filter string.
Explanation: The Boolean include or exclude value in
the filter string is incorrect.
User response: Ensure that the Boolean include or
exclude value in the filter string is correct. For example,
PR=region-one,PM=profile-one,EP=,I=T; or
PR=region-two,PM=,SP=,I=F;
COPCOM391E The system cannot find the Third
Party Software Package ID VALUE_0.
Explanation: The system cannot find the Third Party
Software Package in the data center model.
User response: Verify that the Third Party Software
Package exists and the name is spelled correctly.
COPCOM392E The system cannot find the TCM
object for the Hostname: VALUE_0,
Type: VALUE_1, Object Label: VALUE_2.
Explanation: The object lookup failed for the given
Object Label.
User response: Ensure that the Object Label exists in
the TCM database.
Chapter 25. Messages
369
COPCOM393E • COPCOM407E
COPCOM393E The lookup results were ambiguous
for TCM object Hostname: VALUE_0,
Type: VALUE_1, Object Label: VALUE_2.
Explanation: The object lookup results are ambiguous
for the Object Label.
COPCOM399E The TCM Orb access was denied for
Hostname VALUE_0.
Explanation: The TCM Orb access was denied for the
thread.
User response: Ensure that the Object Label is unique
for the given type of the TCM database.
User response: Ensure that the TCM server is running
and that the specified username and password are
valid.
COPCOM394E The TCM object type VALUE_0 is not
valid.
COPCOM400E No TCM Gateways were found for
Hostname: VALUE_0.
Explanation: The object lookup was for a TCM object
type that is not valid.
Explanation: There are no gateways defined for the
given TCM server and its managed nodes.
User response: Ensure that the object is a valid TCM
object type.
User response: Ensure that the TCM server and
managed nodes are up and running and have defined
gateways.
COPCOM395E The TCM object type VALUE_0 was
not found.
Explanation: The TCM object type was not found in
the TCM database.
User response: Ensure that the lookup is not based on
a non-existent object type.
COPCOM396E The filter format is not valid. Filter:
VALUE_0.
COPCOM401E The endpoint lookup returned null
for VALUE_0.
Explanation: The endpoint lookup for the given label
returned null or there are no valid subscriber endpoints
for the given Profile Manager.
User response: Ensure that the endpoint either exists
or is a valid subscriber to the given Profile Manager.
Explanation: The filter does not follow the format
specified.
COPCOM402W The system cannot find the device
driver VALUE_0 to associate with the
VALUE_1 named VALUE_2.
User response: Ensure that the specified filter is
consistent with specification. For example,
PR=region-one,PM=profile-one,EP=endpoint-one,I=T; or
PR=region-two,PM=profile-two,SP=profile^1.0,I=F;
Explanation: The wizard could not locate the device
driver to be associated with the discovery technology
or the software distribution application.
COPCOM397E The TCM connection for Hostname
VALUE_0 is uninitialized.
Explanation: The connection to the TCM server is
uninitialized.
User response: Ensure that the TCM server is running.
COPCOM398E The TCM server connection
initialization failed for Hostname:
VALUE_0 with Username: VALUE_1.
Ensure that the TCM server is running
and that the specified username and
password are valid.
Explanation: The TCM server connection initialization
failed.
User response: Ensure that the TCM server is running
and that the specified username and password are
valid.
User response: Ensure that the device driver exists
and has been loaded into the data center model.
COPCOM403E The constructor called is not
instantiable.
Explanation: The constructor called is not instantiable.
COPCOM405E The Profile Manager is VALUE_0.
Explanation: The Profile Manager specified is not
valid.
User response: Ensure that the Profile Manager exists
in the TCM environment.
COPCOM407E Profile VALUE_0 is not a managed
profile.
Explanation: The creation of the profile failed because
it is not a managed profile.
User response: Ensure that the profile being created
for the software package is a managed profile.
370
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM408E • COPCOM421I
COPCOM408E The Endpoint subscriber: VALUE_0
does not exist.
Explanation: The Endpoint subscriber does not exist
in the TCM environment.
User response: Ensure that the Endpoint is a
subscriber to a Profile Manager.
COPCOM410E The filter VALUE_1 is a duplicate for
the filter list named VALUE_0.
Explanation: There are duplicate exclude filters in the
list.
User response: Ensure that the filter definition does
not contain duplicate exclude filters.
COPCOM411E The filter VALUE_1 is a duplicate for
the filter list named VALUE_0.
Explanation: There are duplicate include filters in the
list.
User response: Ensure that the filter definition does
not contain duplicate include filters.
COPCOM412E The filter VALUE_1 is in conflict with
other filters in the filter list named
VALUE_0.
Explanation: The filter conflicts with other filters in
the filter list.
User response: Ensure that there are no conflicts in
the filter list.
COPCOM416E The export operation failed.
Duplicate names were found for group
VALUE_0 in the data model.
Explanation: The group name must be unique for the
export operation to complete successfully.
User response: As the best practices, users should
define a unique group name in the data model. If a
group name is not unique, use name space to make the
group name unique in the data model.
COPCOM417E The filter VALUE_0 lacks a parent
component.
Explanation: The filter container or leaf lacks a valid
parent component.
User response: Ensure that the filter definition is
valid. For example, PR=region-one,PM=profileone,EP=,I=T; or PR=region-two,PM=,SP=,I=F;
COPCOM418E The filter VALUE_0 lacks an include
value.
Explanation: The filter defined does not contain a
valid Boolean value to indicate if it is an include or
exclude type filter.
User response: Ensure that the filter definition is
valid. For example, PR=region-one,PM=profileone,EP=,I=T; or PR=region-two,PM=,SP=,I=F;
COPCOM419E The filter defined for TCM server
VALUE_0 is null.
Explanation: The defined filter is empty.
COPCOM413E The TCM server connection failed or
was lost for hostname: VALUE_0. Ensure
that the TCM server is running and try
again to connect.
Explanation: The TCM server connection was lost.
The TCM server might have been restarted.
User response: Ensure that the TCM server is running
and try again to connect.
COPCOM415E The export operation failed.
Duplicate names were found for
computer VALUE_0 in the data model.
Explanation: The computer name must be unique for
the export operation to complete successfully.
User response: As the best practices, users should
define a unique computer name in the data model. If
the computer name is defined as a short name, change
it to the fully qualified hostname to make it unique.
User response: Ensure that the filter definition is
valid. For example, PR=region-one,PM=profileone,EP=,I=T; or PR=region-two,PM=,SP=,I=F;
COPCOM420E The filter with PolicyRegion:
VALUE_0 ProfileManager or Gateway:
VALUE_1 and Endpoint or Profile:
VALUE_2 is incomplete.
Explanation: The filter defined for the TCM
Discovered Object is incomplete and has some elements
missing.
User response: Ensure that the filter definition is
valid. For example, PR=region-one,PM=profileone,EP=endpoint-one,I=T; or PR=regiontwo,PM=profile-two,SP=profile-two,I=F;
COPCOM421I The deployment engine is started.
Chapter 25. Messages
371
COPCOM422I • COPCOM439E
COPCOM422I The deployment engine is not started.
COPCOM436E The system could not get the
endpoint proxy: VALUE_0.
COPCOM423I The policy engine is started.
Explanation: Make sure the endpoint can be pinged to
and that the agent is running on the endpoint.
COPCOM424I The policy engine is not started.
COPCOM425E Usage: VALUE_0.
COPCOM426E The Discovery Execution record is
not found for discovery-id VALUE_0 and
dcm-object-id VALUE_1.
Explanation: The discovery execution record was not
found to update.
User response: The workflow should catch the
exception and perform a DCMInsert for this discovery
execution data.
COPCOM427I The redefinition of Discovery name
VALUE_0 was ignored.
COPCOM428W The auditing that failed for
operation 'VALUE_0' has resulted in a
database problem.
COPCOM429E The script type VALUE_0 is not
supported.
COPCOM430E The instance permission VALUE_0 is
unknown.
COPCOM437E The RIM object INV_QUERY could
not be found on the Tivoli
Configuration Manager server:
VALUE_0.
Explanation: The lookup of the RIM object
INV_QUERY in the Tivoli Configuration Manager
database failed because the exact object could not be
identified.
User response: Verify that the hostname was specified
for the IBM Tivoli Configuration Manager server.
Administrator response: The Tivoli Configuration
Manager database might need to be verified or the
INV_QUERY RIM object might not exist. Run the
command ckdb to fix any database errors. Run the
wrintest -l inv_query to test the rim object.
COPCOM438E A Tivoli Configuration Manager
object could not be found.
Explanation: An attempt to look up an object from the
Tivoli Configuration Manager database failed. This
failure could be due to errors in the database.
User response: The desired object might not be
entered correctly into the filter data. Verify that the
object name and type are correct.
COPCOM431E The instance access role VALUE_0 is
unknown.
Administrator response: The Tivoli Configuration
Manager database might need to be verified. Run the
command ckdb to fix any database errors. This
command identifies and repairs errors.
COPCOM432E The access domain VALUE_0 is
unknown.
COPCOM439E A connection to the RIM object
VALUE_0 could not be created.
COPCOM433E The domain role VALUE_0 is
unknown.
COPCOM434E CommonAgent port is not configured
for the endpoint VALUE_0.
Explanation: Make sure the endpoint SAP is
configured properly, with the host set to true and that
the app-protocol is CommonAgent.
COPCOM435E The system could not register with
the AgentManager:VALUE_0.
Explanation: The RIM object provides all interactions
with the IBM Tivoli Configuration Manager database. A
failure to connect to the RIM object could be caused by
a faulty network connection or an error of the IBM
Tivoli Configuration Manager server.
User response: Verify that the hostname of the IBM
Tivoli Configuration Manager is correct and that a
connection to the server can be established.
Administrator response: Verify that the RIM object is
valid. This verification can be done by running the
command wrimtest -l inv at the IBM Tivoli
Configuration Server.
Explanation: Ensure that the endpoint.properties have
the right AgentManager name and port.
372
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM440E • COPCOM455E
COPCOM440E The data returned from the RIM
object is not valid.
Explanation: The RIM object provides all the
interactions to the IBM Tivoli Configuration Manager
database. A lookup of an item returned data that did
not conform to the proper type format.
Administrator response: Verify that the IBM Tivoli
Configuration Manager database has no errors by
running the ckdb. This command identifies and repairs
errors.
COPCOM441E A connection to the RIM object
VALUE_0 could not be closed.
Explanation: The RIM object provides all the
interactions to the IBM Tivoli Configuration Manager
database. A failure to disconnect to the RIM object
could be caused by a network connection, an error with
the IBM Tivoli Configuration Manager server, or some
other error.
User response: Verify that the hostname of the IBM
Tivoli Configuration Manager is correct and that a
connection to the server can be established.
Administrator response: Verify that the RIM object is
valid. This can be done by running the command
wrimtest -l inv at the IBM Tivoli Configuration Server.
COPCOM442E The type VALUE_0 is not a valid filter
type.
Explanation: The only valid hardware filter types are
Gateway and Subscribers.
User response: Verify that the type specified in the
TCM_Import_Filtered_Endpoints workflow is either
Gateway or Subscriber.
COPCOM443E The system cannot create the file
VALUE_0.
Explanation: The discovered IBM Tivoli Configuration
data is written to an XML file so that it can be
imported into the IBM Tivoli Provisioning Manager
server. An error occurred while attempting to create
this XML file.
User response: Verify that the file VALUE_0 does not
already exist. Ensure that the file is not locked and has
write permissions.
COPCOM444E The user credentials provided for the
IBM Tivoli Configuration Manager
server are not valid or do not exist.
Explanation: The username password combination
that is specified in the SAP credentials for the IBM
Tivoli Configuration Manager values is incorrect or was
not specified.
User response: Verify that the credentials for the data
center model object VALUE_0 are correct. The SAP
name is ITCM_JCF_SAP, the default SAP operation
type is unknown, and the search-key is
ITCM_JCF_PASSWORD.
COPCOM445E The user, VALUE_0, does not have
any of the following roles, VALUE_1, to
access the resource.
Explanation: The user does not have the appropriate
permission to access the resource.
User response: Verify the roles that the user has been
assigned. Assign another role to the user in order to
grant the user sufficient permissions for accessing the
resource.
COPCOM446E The software module VALUE_0 is not
an operating system.
COPCOM447I The password for VALUE_0 will be
changed.
COPCOM448I The password for VALUE_0 was
successfully changed.
COPCOM449I The system successfully reset the
password in LDAP for VALUE_0.
COPCOM450I The system successfully reset the
password in WebSphere Application
Server for VALUE_0.
COPCOM451E The system failed to update the
password for VALUE_0.
COPCOM452E The wasadmin password is not valid.
Enter a valid wasadmin password.
COPCOM453E Nesting role, VALUE_0, contains
cyclic relationship, VALUE_1.
COPCOM454E The file system size cannot be greater
than the logical volume size.
COPCOM455E No software module was found in
the data center model to install the
Common Agent for the VALUE_0
operating system.
Explanation: The system searched the software
modules that can install the Tivoli Common Agent
specific to the server operating system, but did not find
one.
User response: Check the software catalog and ensure
Chapter 25. Messages
373
COPCOM456E • COPCOM476E
that there is a software module that can install Tivoli
Common Agent on the specified operating system.
User response: Check the SI package IUDD file, the
resource files and media file name and path.
COPCOM456E An unexpected event framework
system exception occurred. Exception:
VALUE_0.
COPCOM467E The system cannot find the SI image
resource VALUE_0.
COPCOM457E An unknown event type VALUE_0
occurred.
COPCOM458E An unknown event consumer
VALUE_0 occurred.
COPCOM459E No software module was found in
the data center model to install the
Common Agent for the VALUE_0
operating system and the VALUE_1
platform.
Explanation: The system searched for a software
module that can install the Tivoli Common Agent
specific to the server operating system and hardware
platform, but could not locate one.
User response: Check the software catalog and ensure
that there is a software module that can install Tivoli
Common Agent on the specified operating system and
platform.
COPCOM460E A duplicated role name, VALUE_0,
was found; the role name must be
unique.
COPCOM461E The instance access role, VALUE_0,
cannot be deleted because it is being
used by the domain role.
Explanation: The system cannot find the resource file
in the SI package (zip image).
COPCOM468E The SI image resource VALUE_0
registered an error.
Explanation: Problems can occur during the SI
package (ZIP image) registration into Tivoli Intelligent
Orchestrator. Check the SI package format and file
path.
User response: Check the SI package format and file
path.
COPCOM469I Usage: tioStatus.cmd/sh
[wasadmin_username]
[wasadmin_password]
COPCOM470I USAGE: SIPackageRegister
SI_package_ZIP_file_relative_path.
Explanation: The SI image path is missing or the path
is not correct.
COPCOM471E The Software in SI image VALUE_0
already exists in the data center model.
Explanation: The software described in the SI package
already exists in the data center model.
COPCOM472E The TEC class name VALUE_0 is not
valid.
COPCOM462E Custom event handlers are not
supported. Event subscription ID:
VALUE_0.
COPCOM473E The LCF installation directory is not
specified.
COPCOM463E The system cannot find the External
Repository. Repository ID: VALUE_0.
COPCOM474E The operation could not be run on
the specified platform.
COPCOM464E The system cannot find the External
Repository Entry. Repository Entry ID:
VALUE_0.
COPCOM465E A Security Group with name
VALUE_0 already exists.
Explanation: The specified platform is not one of the
supported platforms.
User response: Refer to the product documentation
for the list of supported platforms.
COPCOM475E The endpoint label is not specified.
COPCOM476E The gateway port is not correct.
COPCOM466E Incorrect SI package image format
with VALUE_0.
Explanation: The SI package structure is not correct.
The system requirements might be missing.
374
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM477E • COPCOM502E
COPCOM477E The alternate gateway port is not
correct.
COPCOM491E The system cannot find a valid
software installable.
COPCOM478E The endpoint port is not correct.
User response: Validate software requirements, and
then try again.
COPCOM479E The alternate endpoint port is not
correct.
COPCOM492E The system cannot delete the current
user VALUE_0.
COPCOM480E The value for HTTP Disable must be
a 0, 1, 2 or 3.
User response: Log on as another which has the
proper privileges, and then try again.
COPCOM481E The value for Broadcast Disable must
be a 0 or 1.
COPCOM493E The end time entered for modifying
subscription with ID VALUE_0is not
valid.
COPCOM482E The Login Interval is not correct.
User response: Enter an end time that is later than the
start time and that is not in the past.
COPCOM483E The Host Name is not correct.
COPCOM494E Cannot connect to the endpoint using
RXA.
COPCOM484E The computer VALUE_0 does not
have a management IP address.
Explanation: Ensure the username and password are
correct and that sshd or SMB is enabled on the
endpoint.
COPCOM484I The agent shell server is started.
COPCOM485E The hostname's DNS IP address:
VALUE_0 does not match computer's
management IP address.
COPCOM495E Error connecting to endpoint using
RXA: VALUE_0.
COPCOM496E Error executing command on
endpoint using RXA: VALUE_0.
COPCOM485I The agent shell server is not started.
COPCOM486E The Software Installable is already
used by another module.
COPCOM487E The resource group with ID:
VALUE_0 should only belong to one
cluster domain.
COPCOM489E The system cannot delete VALUE_0
access collection because users VALUE_1
are using it as the default access
collection.
User response: Make sure no user is using the
selected access collection as default access collection,
and then try again.
COPCOM490E The system cannot create the resource
group with name: VALUE_0, because
there already exists a resource group
with the same name in the same cluster
domain with ID: VALUE_1.
COPCOM497E Error copying file VALUE_0 to
endpoint using RXA: VALUE_1.
COPCOM498E Error copying file VALUE_0 from
endpoint using RXA: VALUE_1.
COPCOM499E Error copying file using RXA:
VALUE_0.
COPCOM500E Error creating directory VALUE_0 on
the endpoint using RXA: VALUE_1.
COPCOM501E Error converting path VALUE_0 to dos
style path on endpoint.
Explanation: Confirm that the cygpath command is
working properly on the endpoint.
COPCOM502E The system cannot create the
directory VALUE_0.
User response: Use a different resource group name,
and then try again.
Chapter 25. Messages
375
COPCOM503E • COPCOM527E
COPCOM503E Error converting path VALUE_0 to dos
style path.
COPCOM517E The date time format VALUE_0
passed in is not valid.
Explanation: Confirm that the cygpath command is
working properly on the local server.
Explanation: Make sure the timestamp passed in
using the following format yyyy-MMdd'T'HH:mm:ss'Z'. For example, 2006-11-17T22:49:22Z.
COPCOM504E Error converting path VALUE_0 to dos
style path. Error message is: VALUE_1.
Explanation: Confirm the cygpath command is
working properly on the local server.
COPCOM518E Internal Error: SapAndCredential
object was null for Discovered Device:
VALUE_0.
Explanation: This is an internal code error.
COPCOM505E The VALUE_0 network interface is
not unique for device VALUE_1.
COPCOM508I Cannot interpret the scheme
VALUE_0 in URI.
COPCOM509I Cannot resolve URI VALUE_0.
COPCOM510I Property VALUE_0 is not defined in
tpmenv.properties.
COPCOM519E The IP Range is not valid. The start
IP: VALUE_0 must be less than or equal
to the end IP: VALUE_1.
COPCOM520E Cannot parse attribute: VALUE_0
from the XML config file: VALUE_1.
COPCOM521E Cannot read the XML config file:
VALUE_0.
COPCOM511E Circular inheritance relationship is
not permitted. VALUE_0.
COPCOM522E The MAC address VALUE_0 is not
valid. A MAC address must have 12 hex
digits.
COPCOM512E The data center model type VALUE_0
is not recognized for access collection
inheritance relationship.
COPCOM523E The template does not indicate the
software definition.
Explanation: The data center model type in the access
collection inheritance relationship is not recognized as
one of the predefined type names.
COPCOM513E The database url VALUE_0 for
database type VALUE_1 is not valid.
COPCOM514E The database sequence VALUE_0 does
not exist.
COPCOM515E The system could not run SCM
collectors. The nested exception is:
VALUE_0.
Explanation: Check scm.trace and scm.log on the end
target to find the problem.
COPCOM516E The system could not register the
SCM collector subagent with the
AgentManager:VALUE_0.
Explanation: Ensure the endpoint.properties have the
correct AgentManager name and port.
COPCOM524E The property value position for a non
array property ID VALUE_0 on the
position VALUE_1 is not valid.
Explanation: If a property is a non-array property, it
cannot create a property value of more than 2. When
using createProperty or addPropertyValue to create a
new property and value, the position 1 will be always
used. Ensure that there is no property value before
adding a value entry for a non-array property.
COPCOM525E Cannot find the data center model
property ID VALUE_0.
Explanation: The DCM property ID does not exist.
COPCOM526E Property Value ID VALUE_0 does not
exist.
Explanation: The property value ID does not exist.
COPCOM527E Cannot delete property value ID
VALUE_0.
Explanation: The property value ID cannot be deleted
if it is not an array property.
376
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM528E • COPCOM542E
COPCOM528E Cannot add property value ID
VALUE_0.
COPCOM534E The Software Resource with the
ID=VALUE_0 has a null or empty name.
Explanation: The property value ID cannot be added
if it is not an array property.
Explanation: A software resource with a null or empty
name cannot be exported as part of an administrative
domain because the name is used to associate the
resource with the administrative domain if the XML file
is imported later.
COPCOM529E Dynamic IP addresses are not
supported because the VALUE_0 java
security property is set to VALUE_1. The
value must be '0' (zero).
User response: Provide a name to the software
resource specified.
Explanation: The IP address caching is enabled in the
JDK, so the system cannot resolve hostnames to IP
addresses correctly.
COPCOM535E The method VALUE_0 is not defined
for class VALUE_1.
User response: Change the value of the java security
property to '0' (zero) in the java.security JDK
configuration file and restart the java process.
COPCOM536E The method VALUE_0 is not
supported.
COPCOM530E The software resource with the ID
VALUE_0 could not be found.
Explanation: There is no software resource with the
indicated ID or there is another object with the
indicated ID, but of a different type than a software
resource or its subtypes (such as Installation or
Instance).
COPCOM531E There is no software resource with
the ID VALUE_0 that is a member of the
administrative domain with the ID
VALUE_1.
Explanation: There is no software resource with the
specified ID that is a member of the administrative
domain.
COPCOM532E The server VALUE_0 cannot be
accessed or updated.
Explanation: The MSAD server needs to be available
in local network and can be accessed from the
provisioning server.
User response: Check if MS active directory server is
available or custom search criteria are all correct.
COPCOM533E The data center model object
VALUE_0 cannot be updated.
Explanation: LWIOS User Factory does not support
the specified method.
COPCOM537I The task VALUE_0 (Task ID:
VALUE_1) has started.
Explanation: The deployment engine has begun to
process this task.
COPCOM538I The task VALUE_0 (Task ID:
VALUE_1) has completed successfully.
Explanation: The task was completed successfully.
COPCOM539E The task VALUE_0 (Task ID:
VALUE_1) has failed.
Explanation: The task failed.
COPCOM540E The task VALUE_0 (Task ID:
VALUE_1) has failed. Here is the error:
VALUE_2.
Explanation: The task failed, with an error log
appended
COPCOM541E The system cannot delete the
VALUE_0 device driver because one or
more devices are using it.
Explanation: The data center model needs to be
updated based on MS Active directory discovery
results.
COPCOM542E The task VALUE_0 (Task ID:
VALUE_1) has failed on the following
targets: VALUE_2.
User response: Ensure that the MS active directory
server is available and that any custom search criteria
are correct. Ensure that the data center model object is
in the correct state.
Explanation: The task failed on the list of failed
targets.
Chapter 25. Messages
377
COPCOM543E • COPCOM573I
COPCOM543E The system cannot find the interface
card type: VALUE_0.
COPCOM544E The file system size cannot be greater
than the physical volume size.
COPCOM545E Failed query the Active Directory
server with: VALUE_0.
COPCOM546I Report ran successfully.
COPCOM547I See attachment for the results.
COPCOM548E An unexpected error occurred: Class
VALUE_0 set in sourceClass attribute of
ka:search tag not found.
COPCOM549I The redefinition of Discovery name
VALUE_0 was ignored.
COPCOM550E The software resource template
definition VALUE_0 was not found.
COPCOM551E The software resource template
definition parameter VALUE_0 was not
found.
COPCOM552E The software resource template
definition parameter value VALUE_0
was not found.
COPCOM553E The template parameter value
VALUE_0 was not found.
COPCOM554I Usage: packageLogs [log_directory]
[config_directory]\n log_directory The
directory where the log files.\n If it is
not specified, the default log directory
specified by the system environment
will be used.\n config_directory The
directory where the configuration
files.\n If it is not specified, the default
configuration directory specified by the
system environment will be used.\n
COPCOM555E Cannot delete server before deleting
the depot VALUE_0.
COPCOM557E The system cannot create a discovery
object VALUE_0, because it already
exists.
COPCOM558E Inventory scan failed for one of the
following reasons: 1. The system could
not find the endpoint proxy: VALUE_0.
2. Tivoli Common Agent was not
installed correctly on the endpoint.
COPCOM559E An image with name VALUE_0
already exists on boot server VALUE_1.
The image name must be unique.
COPCOM560E Role, VALUE_0, cannot be found.
COPCOM560I The activity plan engine is started.
COPCOM561E The device has a management
network interface already.
COPCOM561I The activity plan engine is not
started.
COPCOM562E The agent is being modified and
cannot be discovered right now.
COPCOM563E The unique identifier VALUE_0 of
type VALUE_1 is already in use for
system VALUE_2.
COPCOM564E The software installable with ID
VALUE_0 does not have a valid file.
COPCOM565E The number of attempted IPs:
VALUE_0 is greater than the maximum
allowed: VALUE_1 . Either increase the
limit or reduce the number of attempted
IPs and then run the discovery again.
COPCOM570I Initial Discovery started.
COPCOM571I Initial Discovery ended.
COPCOM572I Initial Discovery canceled.
COPCOM573I Successful discovery.
COPCOM556E The list of IP addresses to be
discovered is empty.
378
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM574E • COPCOM597E
COPCOM574E Not valid credentials.
COPCOM575E The device is not supported.
COPCOM576E The IP address does not exists on the
network.
COPCOM577E The service is not running on the
host.
COPCOM578E The protocol used is wrong.
COPCOM579E The device is offline.
COPCOM580E The specified discovery configuration
is not an Initial Discovery.
COPCOM581E The Initial Discovery is already
running.
COPCOM582I Successful ping.
COPCOM583E The user, VALUE_0, is not found in
the LDAP. However the user account has
already been created in the data model.
Explanation: This user does not exist in the LDAP
registry. If the user is in the registry, then IBM Tivoli
Provisioning Manager cannot find the user with the
specified filter in the user-factory.xml.
User response: Verify if the user is in the LDAP
registry, and the user filter specified in the
user-fcatory.xml.
COPCOM584E LDAP registry cannot be connected.
Explanation: You Cannot connect to LDAP registry;
IBM Tivoli Provisioning Manager uses the information
in the user-factory.xml to connect to LDAP.
User response: Check whether the LDAP registry is
operational. It might be necessary to check the
information of the LDAP specified in the
user-factory.xml.
COPCOM585I The SOAP service is started.
User response: Verify the credentials that were used to
discover the device and then run the discovery again.
COPCOM587I The DMS Result Server is started.
COPCOM588I The DMS Result Server is not started.
COPCOM589I SOAP Service heart beat VALUE_0.
COPCOM590E The reason you specified to ignore
the unknown device is too long.
Explanation: The maximum length for the reason is
250 characters.
User response: Ensure that the reason you specify
contains less than 250
COPCOM591E The system cannot delete the
software module with the ID VALUE_0
as it is a member of the following
software stacks: VALUE_1. Remove the
software module from each software
stack before performing the deletion
COPCOM592E There are software installables
associated with this file repository. You
must delete these software installables
prior to deleting the file repository.
COPCOM593E The IP address VALUE_0 is not valid.
An IP address must be in the
nnn.nnn.nnn.nnn format.
COPCOM594E Incorrect command syntax. Usage:
XmlConvert.cmd/sh -k key_File_Name
[-e export_File_Name] -i file_URL
Example: XmlConvert -k crypto.xml -i
file:/c:/myDirectory/myInput.xml.
COPCOM595E Incorrect command syntax. Usage:
importSoftwareSignature.cmd/sh
[file_location] [custom (true|false)].
COPCOM596E Incorrect command syntax. Usage:
updatePasswordForAD.cmd/sh
[ldap_datafile] [username]
[new_password]
COPCOM586I The SOAP service is not started.
COPCOM586W The device cannot be accessed but a
match exists in the database for its IP
address.
COPCOM597E Incorrect command syntax. Usage:
updateLDAPHostname.cmd/sh
[TIO_config] [new_hostname] [port]
Explanation: The device cannot be accessed but its IP
address already belongs to a known resource.
Chapter 25. Messages
379
COPCOM598E • COPCOM611E
COPCOM598E Non fibre channel port VALUE_0
cannot have logical connections.
COPCOM604E Cannot create a port with a
connection back to itself.
COPCOM599E The condition, [VALUE_0], cannot be
found. The condition update is
cancelled.
COPCOM605E The system cannot find the element
for object id VALUE_0 of type VALUE_1.
Explanation: The condition cannot be updated
because it cannot be found. The condition name for a
provisioning group has the following naming
convention: G[objectTypeId]_[ProvisioningGroupID].
COPCOM606E The system cannot find managed
VALUE_0 type hardware resource on
host platform VALUE_1
User response: Check if the condition and the
provisioning group exists.
COPCOM607E The engine status is not available
because of the following reason:
VALUE_0.
COPCOM600E The typed provisioning group,
[VALUE_0], does not have an object
type.
Explanation: A typed provisioning group must be
associated with the object type that it contains.
User response: Associate the provisioning group with
an object type.
COPCOM601E There is an existing condition,
[VALUE_0], with the same query
definition has been defined.
Explanation: Two conditions with the same query
cannot be defined.
User response: Reuse the existing condition or
redefine one of the queries.
COPCOM602E There is an existing data restriction
with the same object type defined
within the same security group.
Explanation: Two data restrictions within the same
security group cannot have the same object type.
User response: Reuse the existing data restriction
definition. If a new condition must be added to the
existing data restriction, create a new condition and
merge the query of the two conditions into the new
condition. Associate the new condition to the existing
data restriction.
COPCOM603E The system cannot delete the
Customer VALUE_0 when applications
are still associated.
Explanation: A customer cannot be deleted when it
has one or more applications associated with it.
User response: Before deleting the customer, select the
customer and delete the associated applications.
380
COPCOM608E The command cannot be run because
of the following reason: VALUE_0.
COPCOM609E The system cannot find the
virtualization configuration.
Explanation: The most likely cause is the
virtualization.xml file does not exist in the config
directory.
User response: Make sure the virtualization.xml file is
in the config directory.
COPCOM610E The resource allocation howMany of
the virtual server (id: VALUE_0) must be
an integer. It is currently defined as
VALUE_1 in the XML string.
Explanation: The howMany value of the resource
allocation is not defined as an integer in the XML
string.
User response: Change the howMany value of the
resource allocation so that it is defined as an integer in
the XML string.
COPCOM610W This device has been ignored
because it is a WPAR system.
COPCOM611E The resource allocation size of the
virtual server (id: VALUE_0) must be a
number. It is currently defined as
VALUE_1 in the XML string.
Explanation: The size value of the resource allocation
is not defined as a number in the XML string.
User response: Change the size value of the resource
allocation so that it is defined as a number in the XML
string.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM613E • COPCOM632E
COPCOM613E The workflow VALUE_0 with
deployment request ID: VALUE_1) has
failed.
COPCOM625E The command syntax is not correct.
The correct syntax is: ccimport.cmd/sh -f
checks.xml [-p importCfg.prop]
COPCOM615E The system cannot create a discovery
wizard object VALUE_0, because it
already exists.
COPCOM626E The file [VALUE_0] does not exist.
COPCOM616E The system cannot create a discovery
activity object for the discovery wizard
VALUE_0, because other activities
already exist.
COPCOM617E The system cannot find discovery
wizard: VALUE_0.
COPCOM618E The network discovery could not find
any of the specified resources.
Explanation: The RXA network discovery was not
able to contact the specified resources.
User response: Verify that the resources in the
specified range can be reached by the provisioning
server on the specified ports.
COPCOM619E The system cannot find the
operational state: VALUE_0.
Explanation: While it imported server information
from an XML file, the system could not locate the
operational state of the server.
COPCOM627E The format of the [VALUE_0] import
configuration property file is not valid.
A syntax error occurred at line VALUE_1.
Explanation: The configuration property file contains
a syntax error at the specified line.
User response: User should fix the syntax error and
then run the ccimport command again.
COPCOM628E The compliance checks cannot be
imported. The compliance check
[VALUE_0] has a duplicate entry for the
target VALUE_1.
User response: User should remove the duplicate
entry for the target in the compliance check and then
import the compliance checks again.
COPCOM629E The import configuration property
file [VALUE_0] contains a duplicate
entry at line VALUE_1.
User response: User should remove the duplicate
entry from the configuration file and then import the
compliance checks again.
User response: Verify that the operational state name
exists in the data model and that it is spelled correctly.
COPCOM630E The file [VALUE_0] contains extra
entries. Only the server and
inventory-group entries are allowed.
COPCOM620E The IP address VALUE_0 does not
match the protocol interface type
VALUE_1.
User response: User should remove the extra entries
from the file and then import the compliance checks
again.
COPCOM621E The IPv6 address VALUE_0 is not
valid.
COPCOM631E The [VALUE_0] setting belonging to
the [VALUE_1] compliance check of the
[VALUE_2] computer is not valid or its
value is out of range.
COPCOM622E The IPv6 address VALUE_0 cannot be
converted to IPv4 address.
COPCOM623E The configuration file VALUE_0 is
corrupted. Replace the file with the
original one.
COPCOM624E JVM is not configured for FIPS 140-2
compliance. Check the order of the
cryptographic providers in the
java.security configuration file and
ensure that the IBMJCEFIPS provider is
listed before the IBMJCE provider.
User response: User should correct the not valid
setting and then import the compliance checks again.
COPCOM632E The list of settings specified for the
[VALUE_0] compliance check of the
[VALUE_1] computer are not valid.
User response: User should correct the list of not
valid settings for the specified computer and then
import the compliance checks again.
Chapter 25. Messages
381
COPCOM633E • COPCOM651E
COPCOM633E The list of settings specified for the
[VALUE_0] compliance check of the
[VALUE_1] group are not valid.
User response: User should correct the list of not
valid settings for the specified group and then import
the compliance checks again.
COPCOM634E The import operation failed.
Duplicate names were found for the
VALUE_0 computer in the data model.
Explanation: The computer name must be unique for
the import operation to complete successfully.
User response: As the best practices, users should
define a unique computer name in the data model. If
the computer name is defined as a short name, change
it to the fully qualified hostname to make it unique.
COPCOM635E The import operation failed.
Duplicate names were found for the
VALUE_0 group in the data model.
Explanation: The group name must be unique for the
import operation to complete successfully.
User response: As the best practices, users should
define a unique group name in the data model. If a
group name is not unique, use name space to make the
group name unique in the data model.
COPCOM636E The [VALUE_0] setting belonging to
the [VALUE_1] compliance check of the
[VALUE_2] group is not valid or its
value is out of range.
User response: User should correct the not valid
setting and then import the compliance checks again.
COPCOM637E The system configuration file
VALUE_0 could not be read.
COPCOM638E The IP address VALUE_0 and the
IPv6 address VALUE_1 do not match the
protocol interface type VALUE_2.
COPCOM642E The packageLogs command syntax is
not valid. \n\nSyntax: \n\tpackageLogs
[-washome was_location] [-appsrvname
app_server_name] [-appsrvprofile
app_server_profile] [-start start_date]
[-end end_date] \n\nOptions:
\n\t-washome \n\t\tSpecifies the
home directory of the WebSphere
Application Server. \n\t\tA default
location will be used if this option is
not specified. \n\t-appsrvname
\n\t\tSpecifies the name of the base
services application server. \n\t\tA
default server name will be used if this
option is not specified.
\n\t-appsrvprofile \n\t\tSpecifies the
name of the base services application
server profile. \n\t\tA default profile
name will be used if this option is not
specified. \n\t-start \n\t\tExcludes log
files that were modified before this
date. \n\t\tLog entries dated before
this date will also be excluded.
\n\t\tAll configuration files will be
included. \n\t\tDate format is
yyyy-MM-dd. For example: 2009-01-01.
\n\t-end \n\t\tExcludes log entries
that were dated after this date.
\n\t\tAll configuration files will be
included. \n\t\tDate format is
yyyy-MM-dd. For example: 2009-01-30.
User response: Type the command again using the
correct syntax.
COPCOM643E The date used for the packageLogs
command is not valid.
Explanation: The start date must be before the end
date. Ensure that the date format is yyyy-MM-dd. For
example: 2009-01-30.
User response: Enter the date again using the correct
format.
COPCOM644E The value is not valid. The value for
the consumable size cannot be negative.
User response: Enter 0 or a positive integer for the
consumable size value.
COPCOM645E The script VALUE_0 does not exist.
COPCOM651E The Maximo security group,
VALUE_0, is missing from the Maximo
table. A condition and data restriction
cannot be created in the Maximo group.
Explanation: No Maximo security group is found for
the condition and data restriction to be created when
migrating DCM.View and DCM.Update into the
382
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM654E • COPCOM715E
Maximo security framework.
User response: Ensure that the VMMSYNC has been
run and that the Maximo groups are added into the
Maximo table. After the problem is fixed, run the
workflow again.
COPCOM654E Errors were found during migraiton.
A summary of all the encountered
problems is shown as following.
COPCOM657E Migration of permission roles to
Maximo security group failed with error.
Check $TIO_LOG/console.log for
messages returned from the workflow.
COPCOM660E mapping DCM.View and
DCM.Update to Maximo Security
Restriction failed with error.
COPCOM661E The provisioning group for the access
security group, VALUE_0, cannot be
found.
COPCOM664E The VALUE_0 group specified in the
target remapping file as source group is
not present in the file VALUE_1
Explanation: The target remapping file contains at
least one source group which is not defined in the file
that is being imported. For this reason the remapping
cannot be performed.
User response: Ensure that the target remapping file
contains source groups that are defined in the file that
is being imported. After the problem is fixed, run the
command again.
COPCOM671E An error has occurred while stopping
the policy engine. See
$TIO_LOGS/console.log for more
details.
COPCOM672E An error has occurred while starting
the policy engine. See
$TIO_LOGS/console.log for more
details.
Explanation: During the migration, access security
groups are migrated to provisioning groups. A
provisioning group was not found for this access
security group.
COPCOM673W The policy engine is shutting down.
See $TIO_LOGS/console.log for more
details.
User response: Check the console.log for related
information of creating provisioning groups for access
security groups. Run the workflow again.
COPCOM674E Network interface VALUE_0 must
have a NIC specified because it is
marked as managed.
COPCOM662E The Maximo security group,
VALUE_0, is missing from the Maximo
table. The related information with the
Maximo groupid cannot be updated.
COPCOM700E Cause:
Explanation: During the migration, some permission
groups are migrated to Maximo security groups. The
above Maximo security group is expected.
User response: Ensure that the VMMSYNC has been
run and the Maximo groups are added into the
Maximo table. After the problem is fixed, run the
workflow again.
COPCOM663E The VALUE_0 computer specified in
the target remapping file as source
computer is not present in the file
VALUE_1
Explanation: The target remapping file contains at
least one source computer which is not defined in the
file that is being imported. For this reason the
remapping cannot be performed.
Explanation: Look at the contained message
COPCOM701E Compilation errors.
COPCOM702E The Workflow is not compiled.
COPCOM705W Select at least one record to delete.
Explanation: Select at least one record to delete.
COPCOM711E The workflow is not editable. Enter a
different name.
COPCOM714E No Computers Selected.
COPCOM715E No Target Selected to Move
Computers.
User response: Ensure that the target remapping file
contains source computers that are defined in the file
that is being imported. After the problem is fixed, run
the command again.
Chapter 25. Messages
383
COPCOM716E • COPCOM748W
COPCOM716E There are no boot servers that
support the operating system of the
selected computer.
COPCOM717E An image with name {0} already
exists on boot server {1}. The image
name must be unique.
COPCOM718E This functionality is not available
because no workflow that implements
the logical management operation {0} is
assigned to {1}.
Explanation: A workflow that implements the logical
management operation {0} is not assigned to {1}.
User response: To enable this functionality, click the
Workflow tab and assign a device driver or a workflow
to {1}. The workflow must implement the logical
management operation {0}.
COPCOM719E The system cannot find the software
capability.
COPCOM720E Type a name for the image capture
task.
Explanation: Type a name for the image capture task.
COPCOM721E The timeout value is not valid.
COPCOM722E Select a source computer to capture
the image from.
COPCOM724E Select a source image to replicate.
COPCOM725E Type a name for the replicate image
task.
COPCOM726E Type a name for the destination
image.
Administrator response: Select a valid target
computer.
COPCOM731W Do you want to save your changes
before continuing?
COPCOM732W If you cancel the workflow
interaction you will lose any changes
made. Do you want to save your
changes before continuing?
COPCOM733W Do you want to cancel the workflow
interaction?
COPCOM738E {0}
COPCOM739E Schedule the task to a time that is
later than the current time.
Explanation: Schedule the task to a time that is later
than the current time.
COPCOM740E Specify an "Until" date that is later
than the "Scheduled" date.
Explanation: Specify an "Until" date that is later than
the "Scheduled" date.
COPCOM741E Cannot find a parent OS deployment
boot server.
COPCOM744E The selected permission group cannot
be deleted because it has been assigned
to a security group.
User response: To delete the permission group, you
must first remove it from the security group that it is
assigned to.
COPCOM745E Specify an HTTP port.
COPCOM746E Specify an HTTPS port.
COPCOM728E The bandwidth limit value is not
valid.
Administrator response: Type a value for the
bandwidth limit that is greater than zero.
COPCOM729E Select a boot server.
COPCOM730E The target computer does not satisfy
the requirements for the configuration
template.
User response: Select a valid target computer.
COPCOM747E Select a boot server to promote to
parent.
COPCOM748W Are you sure that you want to
promote the selected child boot server to
parent? Before you continue, ensure that
no boot server tasks are currently
running.
Explanation: This task will switch the role of the boot
server from child to parent. All OS deployment boot
servers in your environment will be affected.
Administrator response: To verify that no tasks are
384
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPCOM749E • COPCOM787E
running, go to the Provisioning Task Tracking page and
verify that no boot server tasks are either scheduled to
run or currently running.
COPCOM749E The selected boot server cannot be
promoted to parent because it is not a
child boot server.
If you did not specify a value for the number of
computers to add to the application tier, this message is
also displayed. The correct message should be:
"Number of computers to add is a required field".
COPCOM763E Select one or more provisioning
workflows to assign items to.
User response: Select a child boot server.
COPCOM764E Add one or more Recipients.
COPCOM750E Select one or more computers or
provisioning groups to deploy the image
on.
COPCOM765E Select one or more Events.
COPCOM751E Specify an array index between {0}
and {1}.
COPCOM772E Deployment requests that are in
progress cannot be deleted. Clear the
deployment requests that are in progress
to proceed with the deletion.
COPCOM752E The specified e-mail address {0} is
not valid. Type a valid e-mail address.
COPCOM780E The number of overflow computers
to be added must be greater than 0.
COPCOM753E This variable already exists.
Explanation: Variables must have a unique name for a
component.
User response: Enter a new name or select a different
component.
COPCOM754E The entered size is not in a valid
format. The size must consist of an
integer value and a unit value of 'K',
'M', 'G' or 'T'. If the size is in bytes, do
not enter any unit value.
COPCOM755E The LUN must be an integer in
decimal or hexadecimal format.
COPCOM756E The entered file size is greater than
the logical volume consumable size.
Explanation: The file size must be less than or equal
to the logical volume consumable size.
User response: Type a correct value for the size.
COPCOM758E The entered disk size is greater than
the physical volume size.
COPCOM781E No computers are selected for this
action.
User response: Select at least one computer for the
action.
COPCOM782W Do you want to delete the selected
computers?
COPCOM783E A storage volume with Volume ID {0}
already exists in storage subsystem {1}.
User response: Specify a different Volume ID for the
storage volume.
COPCOM784E No storage volumes are selected for
this action.
User response: Select at least one storage volume for
the action.
COPCOM785W Do you want to delete the selected
storage volumes?
COPCOM786E No ports are selected for this action.
Explanation: The disk size must be less than or equal
to the physical volume size.
User response: Select at least one port for the action.
User response: Type a correct value for the size.
COPCOM787E The port is already associated with
the storage volume.
COPCOM759I The system is processing the request
to add VALUE_0 computers to the
VALUE_1 application tier.
User response: Select a different port.
Explanation: The system is adding the specified
number of servers to the application tier.
Chapter 25. Messages
385
COPCOM788E • COPCOM816W
COPCOM788E The mail server is not configured
properly. To set up the mail server, click
Go To > Administration > Provisioning
> Provisioning Global Settings and click
the Notification tab. Specify the mail
server settings and save them.
COPCOM789W Do you want to delete the data path?
COPCOM790E The "Enable Password" and "Confirm
Enable Password" for Password
Credential with Search Key {0} for
Service Access Point {1} do not match.
Type the passwords again.
COPCOM791E The "Passphrase" and "Confirm
Passphrase" for RSA Credential with
Search Key {0} for Service Access Point
{1} do not match. Type the passphrases
again.
COPCOM792E The "Private Key" and "Confirm
Private Key" for RSA Credential with
Search Key {0} for Service Access Point
{1} do not match. Type the private keys
again.
COPCOM793E The "Password" and "Confirm
Password" for Password Credential with
Search Key {0} for Service Access Point
{1} do not match. Type the passwords
again.
COPCOM799W Do you want to delete the selected
zone members?
COPCOM800W Do you want to delete the selected
zones?
COPCOM801E Select at least one cluster domain
node for the action.
COPCOM802W Do you want to delete the selected
cluster domain nodes?
COPCOM803E There is no default subnetwork
selected for the gateway {0}. Select an
existing subnetwork to mark it as the
default subnetwork
COPCOM804E An application protocol with the
name {0} already exists. Specify a
different name.
COPCOM805E A device driver category with the
name {0} already exists. Specify a
different name.
COPCOM806E A device driver with the name {0}
already exists. Specify a different name.
COPCOM807W Do you want to mask the storage
volume?
COPCOM794E The "Community" and "Confirm
Community" for SNMP Credential with
Search Key {0} for Service Access Point
{1} do not match. Type the community
values again.
COPCOM808W Do you want to unmask the storage
volume?
COPCOM795E Type a value in the E-mail Address
field.
COPCOM811E There is no storage subsystem
associated for this storage pool "{0}".
Storage volume cannot be added to this
storage pool.
COPCOM796E A zone with name {0} already exists.
Specify a different name for the zone.
COPCOM797E No zones are selected for this action.
Specify a zone.
COPCOM798E No zone members are selected for
this action. Specify a zone member.
386
COPCOM809E Specify one or more data paths for
this action.
Explanation: Storage volume can only be added to the
storage pools which are associated with a storage
subsystem.
User response: Associate a storage subsystem to this
storage pool.
COPCOM816W Do you want to delete the selected
application tiers? If you click Yes, the
associated computers will also be
released.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPDEX001E • COPDEX035E
COPDEX
This section contains messages with the COPDEX identifier for deployment subsystem messages for
Tivoli Provisioning Manager.
COPDEX001E The system cannot obtain a JNDI
context.
COPDEX002E The system cannot use the VALUE_0
JMS destination.
COPDEX003E The system cannot perform the type
conversion for VALUE_0 because the
type information that was set has an
incorrect value. (Field argument type is
VALUE_1.)
COPDEX004E The system cannot perform the type
conversion for VALUE_0 because the
type information was not set. (Field
argument type is null.)
COPDEX019E The condition VALUE_0 is not valid.
COPDEX020E The system requires the VALUE_0
attribute.
COPDEX021E The system cannot find the field name
for the attribute: VALUE_0.
COPDEX022E The ID VALUE_0 is not an integer.
COPDEX023E The system cannot find the object that
owns the attribute VALUE_0.
COPDEX024E The VALUE_0 Java plug-in is
deprecated: VALUE_1
COPDEX005E The VALUE_0 logical operation does
not exist.
COPDEX025E No relationship exists between
VALUE_0 and VALUE_1.
COPDEX006E break cannot be used outside of a
while or foreach loop.
COPDEX026E The system cannot find the table
name for VALUE_0.
COPDEX007E break cannot be used outside of a
while or foreach loop.
COPDEX028E The relationship status VALUE_0 is not
valid.
COPDEX008E break cannot be used inside of a
finally block.
COPDEX029E The system cannot continue the
deployment request from a previous
deployment engine JVM session.
COPDEX009E The VALUE_0 condition is missing an
equal ( = ) sign.
COPDEX010E The system cannot add the VALUE_0
condition to the VALUE_1 table.
COPDEX012E The system cannot find the field for
the attribute VALUE_0.
COPDEX013E break cannot be used inside a finally
block.
COPDEX030E The VALUE_0 workflow is deprecated:
VALUE_1
COPDEX031E The system cannot evaluate a Jython
expression. Jython error message:
VALUE_0.
COPDEX032E The system cannot evaluate the
expression: VALUE_0.
COPDEX033E Error code for unit tests only.
COPDEX015E The system cannot save the VALUE_0
variable. The variable value is probably
longer than 4000 bytes.
COPDEX016E There is no default service access
point for the run command that is
associated with the device ID VALUE_0.
COPDEX034E The argument (VALUE_0=VALUE_1) is
not valid. Make sure that the parameter
is of the right type and that it is not
empty.
COPDEX035E The integer value VALUE_0 is not
valid.
Chapter 25. Messages
387
COPDEX036E • COPDEX066E
COPDEX036E An unassignable expression is bound
to output parameter VALUE_0.
COPDEX048E The VALUE_0 logical operation does
not exist.
COPDEX037E The VALUE_0 logical operation is
deprecated: VALUE_1
COPDEX049E The VALUE_0 operand does not exist
for instruction ID: VALUE_1.
COPDEX038E A database error occurred: VALUE_0.
COPDEX050E The VALUE_0 variable does not exist.
COPDEX039E An unexpected configuration error
occurred.
COPDEX051E The VALUE_0 workflow does not exist.
COPDEX040E An unexpected deployment engine
exception occurred: VALUE_0.
COPDEX052E The workflow ID VALUE_0 does not
exist.
Explanation: An unexpected error occurred while
running the provisioning workflow and the
provisioning workflow is stopped.
COPDEX053E The operation timed out after
VALUE_0 seconds.
User response: Read the exception message to check
for details in the error message of the exception. If you
are a provisioning workflow developer, open the
provisioning workflow and go to the line indicated in
the error message that threw the exception for more
details.
COPDEX054E The operand VALUE_0 is duplicated.
COPDEX041E An unexpected deployment error
occurred: VALUE_0.
Explanation: An unexpected error occurred while
running the provisioning workflow and the
provisioning workflow is stopped.
User response: Read the exception message to check
for details in the error message of the exception. If you
are a provisioning workflow developer, open the
provisioning workflow and go to the line indicated in
the error message that threw the exception for more
details.
COPDEX055E The operation type VALUE_0 is not
valid.
COPDEX056E The system cannot process an
instruction operand that has no type.
COPDEX057E The system cannot find the file
VALUE_0
COPDEX058E The VALUE_0 scriptlet type is not
valid.
COPDEX059E The system does not support the
VALUE_0 node.
COPDEX043E The VALUE_0 variable already exists.
COPDEX060E A workflow XML parser error
VALUE_0 occurred.
COPDEX044E An error occurred in the embedded
logical operation VALUE_0.
COPDEX061E The system expected a single value,
but it received multiple values.
COPDEX045E The operation code VALUE_0 is not
valid.
COPDEX064E The VALUE_0 field cannot be a special
field.
COPDEX046E The deployment request ID VALUE_0
does not exist.
COPDEX065E The system cannot close the database
connection error: VALUE_0.
COPDEX047E The VALUE_0 Java plug-in does not
exist.
COPDEX066E The system cannot close the input
stream error: VALUE_0.
388
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPDEX067E • COPDEX102E
COPDEX067E The system cannot parse the XML
data: VALUE_0.
COPDEX077E The system cannot delete a query that
begins with a VALUE_0 variable.
COPDEX087E The workflow expects a locale that is
different from the one that is specified.
The locale of the device VALUE_0 is set
to VALUE_1. The workflow expects the
locale to be: VALUE_2.
COPDEX092E The system cannot find the VALUE_0
workflow. The system cannot export the
execution logs for this workflow.
COPDEX093E The system cannot create the VALUE_0
output file. Verify the directory path
and try again.
COPDEX094E The system cannot recognize the
VALUE_0 command option. Valid
options are -n [workflow name] or -r
[request id], -i [input file name] and -f
[output file name].
COPDEX096E The property retrieval query VALUE_0
is not valid. Review the documentation
to find the recommended procedures.
COPDEX097E The discovery keys file VALUE_0 is
not valid.
Explanation: The system cannot read the
DiscoveryKeys.ini file because the file includes errors.
User response: Correct the errors in the
DiscoveryKeys.ini file located in the
TIO_HOME/config subdirectory.
COPDEX098E The system obtained an empty profile
XML file name.
Explanation: The ITM Obtain OS Profiles workflow
generates an XML file that contains the list of profiles
installed in Tivoli Management Agent. This profile
XML file is copied to the IBM Tivoli Provisioning
Manager and then it is parsed by the Profile XML
Parser. The system encountered a problem when the
name of the profile XML file was an empty string.
User response: Verify that the ITM Obtain OS Profiles
workflow specifies the correct path to the
ProfileXMLParser Java plug-in.
COPDEX099E An IO error occurred when the SAX
XML parser parsed the profile XML file.
Explanation: The ITM Obtain OS Profiles workflow
generates an XML file that contains the list of profiles
that are installed in the Tivoli Management Agent. This
profile XML file is copied to the IBM Tivoli
Provisioning Manager and then it is parsed by the
Profile XML Parser. The SAX XML parser cannot read
the profile XML file. An IO exception occurred because
the XML file could not be read.
User response: Verify that the ITM Obtain OS Profiles
workflow specifies the correct path to the
ProfileXMLParser Java plug-in. Verify that the system
correctly copied the XML file that contains the list of
profiles to the IBM Tivoli Provisioning Manager server.
Verify that the parent directory of the XML file includes
the appropriate credentials.
COPDEX100E A parsing error occurred while the
system parsed the profile XML file.
Explanation: The ITM Obtain OS Profiles workflow
generates an XML file that contains the list of profiles
that are installed in Tivoli Management Agent. This
profile XML file is copied to the IBM Tivoli
Provisioning Manager and then it is parsed by the
Profile XML Parser. The XML parser cannot read the
profile XML file because it encountered a parsing error.
Typically this error is caused by the condition of the
XML file. The XML file might be damaged, or it might
not be valid, or it might include a character that is not
valid.
User response: Verify that the wdmlseng command is
working properly from the command line at the IBM
Tivoli Monitoring server.
COPDEX101E A security exception occurred while
the system parsed the profile XML file.
Explanation: The ITM Obtain OS Profiles workflow
generates an XML file that contains the list of profiles
installed in Tivoli Management Agent. This profile
XML file is copied to the IBM Tivoli Provisioning
Manager and then it is parsed by the Profile XML
Parser. The XML parser cannot read the profile XML
file because a security error occurred. Either the profile
XML file or the parent directory of the profile XML file
is missing appropriate file permissions.
User response: Verify that the login user is assigned
read and write access to the parent directory of the
ProfileXMLParser.
COPDEX102E An error occurred when the DOM
parser returned an empty document.
Explanation: The XML parser did not produce a
parsed XML document. The jdom.jar file might be
damaged, or the XML file that contains the list of
Chapter 25. Messages
389
COPDEX103E • COPDEX111E
profiles was not transferred or generated correctly.
User response: Verify that the system successfully
processed the jdom.jar file, the XML data produced by
the wdmlseng command at the ITM server, and the file
transfer from the IBM Tivoli Monitoring server to the
server.
not initialize correctly when it tried to send a TEC
event.
User response: Verify that the TEC configuration file
exists, and verify that it is fully configured. Refer to the
Tivoli Enterprise Console product manual for more
information.
COPDEX103E An error occurred when the DOM
parser returned an empty root XML
element.
COPDEX109E The Tivoli Enterprise Console (TEC)
cannot use VALUE_0 as the event class
name.
Explanation: The XML parser did not produce a
parsed XML document. The jdom.jar file might be
damaged, or the XML file that contains the list of
profiles was not transferred or generated correctly.
Explanation: The Send TEC Event Java plug-in uses
the Tivoli Enterprise Console TECAgent code base to
transmit TEC events to the Tivoli Enterprise Console
server. All TEC events sent by the Send TEC Event Java
plug-in must conform to the Tivoli Enterprise Console
standards. In this event, the TEC event class name did
not conform to these standards.
User response: Verify that the system successfully
processed the jdom.jar file, the XML data produced by
the wdmlseng command at the ITM server, and the file
transfer from the IBM Tivoli Monitoring server to the
server.
COPDEX104E An IO error occurred while the system
tried to verify the profile XML file.
Explanation: The ITM Obtain OS Profiles workflow
generates an XML file that contains the list of profiles
that are installed in Tivoli Management Agent. This
profile XML file is copied to the IBM Tivoli
Provisioning Manager and then it is parsed by the
Profile XML Parser. The system verifies the consistency
of the file before it parses the file. An error occurred
while the system was verifying the profile XML file.
User response: Verify that no other process is trying
to access this XML file. Ensure that the profile XML file
on the local system is valid.
COPDEX106E The system could not find the
VALUE_0 Tivoli Enterprise Console
(TEC) configuration file.
Explanation: The Send TEC Event Java plug-in obtains
its configuration information from a fully configured
TEC configuration file. This file must be
TIO_HOME/config/tivoli.send.conf.
User response: Verify that the TEC configuration file
exists and ensure that the file is fully configured. Refer
to the Tivoli Enterprise Console product manual for
more information.
COPDEX107E An error occurred while the system
initialized the Tivoli Enterprise Console
(TEC).
Explanation: The Send TEC Event Java plug-in uses
the Tivoli Enterprise Console TECAgent code base to
transmit TEC events to the Tivoli Enterprise Console
server. The TECAgent obtains its configuration
information from the TEC configuration file:
TIO_HOME/config/tivoli.send.conf. The TECAgent did
390
User response: Verify that the TEC event name
contains only alphanumeric characters and does not
contain any white space. Refer to the Tivoli Enterprise
Console product manual for more information.
COPDEX110E An internal error occurred when the
system tried to generate the name of the
Tivoli Enterprise Console (TEC)
configuration file.
Explanation: The Send TEC Event Java plug-in uses
the Tivoli Enterprise Console TECAgent code base to
transmit TEC events to the Tivoli Enterprise Console
server. The TECAgent failed to receive configuration
information from a TEC configuration file because the
system did not produce the internal file name.
User response: This is an internal error. Contact your
IBM service representative.
COPDEX111E An internal error occurred when the
system tried to open the VALUE_0 Tivoli
Enterprise Console (TEC) configuration
file.
Explanation: The Send TEC Event Java plug-in uses
the Tivoli Enterprise Console TECAgent code base to
transmit TEC events to the Tivoli Enterprise Console
server. The TECAgent receives configuration
information from a TEC configuration file. An error
occurred when the TECAgent accessed the
configuration file.
User response: Verify that the configuration file exists
in the correct location. Ensure that the configuration file
is usable, and verify that it includes the appropriate
user permission. Refer to the Tivoli Enterprise Console
product manual for more information.
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPDEX115E • COPDEX143E
COPDEX115E The system did not find the device ID
VALUE_0 in the data center model.
COPDEX116E The VALUE_0 is not locale sensitive. It
must include the LocaleInsensitive
qualifier.
COPDEX117E An error occurred when the system
tried to read the input file VALUE_0.
COPDEX118E An error occurred when the system
tried to export the workflow execution
log. The error is VALUE_0.
COPDEX132E The system is running a workflow
VALUE_0. No modifications can be made
to the workflow while the workflow is
running.
COPDEX134E A logical operation must have at least
one parameter.
COPDEX135E invokeimplementation can be called
only from a logical operation.
COPDEX136E invokeimplementation can be called
only from a logical operation.
COPDEX119E No workflow is specified for export.
Use the command option or the input
file to specify the workflow names.
COPDEX137E There is no provisioning workflow
that implements the VALUE_0 logical
management operation associated with
object VALUE_1.
COPDEX120E The workflow VALUE_0 is sensitive to
locale, but it is qualified as
LocaleInsensitive.
Explanation: The data model object is not associated
with any device driver that contains a provisioning
workflow that implements the logical management
operation.
COPDEX121E A workflow parser error occurred. The
error is VALUE_0.
User response: Go to the details page of the data
model object. Associate the data model object with a
device driver that contains a provisioning workflow
that implements the logical management operation that
you are trying to perform.
COPDEX123E A VALUE_0 exception occurred. The
exception was caused by the following
problem: VALUE_1.
Explanation: The workflow that is ran throw an
exception.
User response: If you are a provisioning workflow
developer, open the provisioning workflow and find
the line indicated in the error message for more details.
COPDEX127E The VALUE_0 variable is already
declared.
COPDEX128E The VALUE_0 variable does not exist.
COPDEX129E An unexpected workflow compiler
error occurred VALUE_0.
COPDEX130E The deployment request (id=VALUE_0)
was canceled.
COPDEX131E The workflow signature does not
match the logical operation that it
implements.
COPDEX138E The number of arguments required
VALUE_0 is inconsistent with the
number of arguments supplied
VALUE_1.
COPDEX139E The name of the argument that is
required VALUE_0 is inconsistent with
the name of argument supplied
VALUE_1.
COPDEX140E The deployment request VALUE_0 is
not found.
COPDEX141E The specified LDO VALUE_0 is not
found.
COPDEX142E The specified workflow VALUE_0 is
not found.
COPDEX143E The previous task VALUE_0 with
deployment request ID VALUE_1 is still
running.
Chapter 25. Messages
391
COPDEX144E • COPDEX171E
COPDEX144E The number of parameters is not
valid. The workflow/LDO/JavaPlugin:
VALUE_0 requires VALUE_1 variables
instead of VALUE_2.
COPDEX145E The number of parameters is not
valid. The workflow/LDO/JavaPlugin:
VALUE_0 requires VALUE_1 variables
instead of VALUE_2.
COPDEX157E The system cannot find the storage
volumes that satisfy the following
storage capabilities settings: VALUE_0.
COPDEX158E The deprovision operation cannot be
scheduled for the service instance with
ID VALUE_0. The service ID is
VALUE_1.
COPDEX146E The index VALUE_0 for array VALUE_1
is out of bound.
COPDEX159I The system received a request to
cancel the deployment request ID
VALUE_0.
COPDEX147E The command options VALUE_0,
VALUE_1, and VALUE_2 are mutually
exclusive.
COPDEX160I The system received a request to force
cancel the deployment request ID:
VALUE_0.
COPDEX148E The request ID parameter VALUE_0 is
not valid. An integer value is expected.
COPDEX161E The deployment request was
interrupted.
COPDEX149E No such parameter VALUE_0.
COPDEX162E The 'VALUE_0' expression language is
not valid.
COPDEX150E Unknown instance permission
VALUE_0.
COPDEX151E Duplicate permission VALUE_0 for
parameter VALUE_1.
COPDEX152E The system cannot specify the
permission for the output only
parameter VALUE_0.
COPDEX153E The size of input arrays are different.
Programmer response: Ensure that all of the input
arrays contain the same number of elements.
COPDEX154E The system cannot find the VALUE_0
server.
COPDEX155E The system cannot find the VALUE_0
storage allocation pool.
Programmer response: Ensure that the storage
allocation pool ID is valid.
COPDEX156E The system cannot find the VALUE_0
storage capabilities settings.
Programmer response: Ensure that the storage
capabilities settings ID is valid.
COPDEX163E Java plug-ins do not support array
parameters.
COPDEX164E The variable VALUE_0 is not an array
variable.
COPDEX165E The workflow signature does not
match the logical operation that it
implements. There is an 'array'
definition mismatch.
COPDEX166E The system cannot find the VALUE_0
fibre channel port.
COPDEX167E The worldwide name of VALUE_0
fibre channel port is not defined.
COPDEX168E The system cannot find the VALUE_0
fibre channel switch.
COPDEX170E The VALUE_0 Java plug-in does not
exist.
COPDEX171E The system cannot update the Service
Instance of ID VALUE_0 with status
VALUE_1.
Explanation: There might be a problem when
connecting to the database. Check the SQLException
message for further details about the problem.
392
IBM Tivoli Provisioning Manager Version 7.1.1 Problem Determination and Troubleshooting Guide
COPDEX172E • COPDEX193E
COPDEX172E The VALUE_0 variable is a single
value variable, cannot assign an array
value to it.
COPDEX173I Agent shell server heart beat
VALUE_0.
COPDEX174I Usage: workflowLogExport.cmd/sh
(-VALUE_0 [workflow name] or
-VALUE_1 [request id]) -VALUE_2
[output file name] -VALUE_3 [input file
name]. Example:
workflowLogExport.cmd -r 12345 -f
c:/myDirectory/myOutput.xml (if
outputFilename is not specified, the
default output file is: VALUE_4 ).
COPDEX175I The workflow logs are extracted in:
VALUE_0.
COPDEX176E The parameter VALUE_0 cannot be
null.
COPDEX177E Usage: workflowdoc [-d
destinationdirectory] [-pd
packagedescriptor] [-p packagename]
[sourcefiles]\n -d destinationdirectory
The destination directory where the
generated files.\n If it is not specified,
the current directory will be used.\n -pd
packagedescriptor The file name of an
automation package descriptor file (that
is tc-driver.xml file).\n The
documentation will be generated for all
workflows sp">