Troubleshooting Avaya Aura System Manager 1.0
Contents
1. var lib pgsql pem log Note lt INSTALL_PATH gt defaults to opt Avaya JBOSS HOME defaults to opt Avaya JBoss 4 3 0 jboss eap 4 3 jboss as AVAYA_LOG defaults to var log Avaya mgmt SPIRIT_HOME defaults to opt Avaya SPIRIT lt release version gt Are there any log files one should not delete The log file can be deleted but the user should not assume as general guidelines that the log file should not be in use while deleting the file For example the service utility that logs into a particular file should not be running and using the file For this you must first bring down the service delete the file and then restart the service 11 How does user change the log levels for various domains present on System Manager UI Console 18 12 13 The log level for any domain present on System Manager UI is controlled by the corresponding domain loggers appenders User may need to modify the log level of both domain logger and appender This can be done through logging configuration UI or by directly modifying the logging configuration file For Modifying Log Level using the UI follow these steps 1 Login to System Manager UI Console 2 Go to Setting gt Logging Configuration It should display the list of loggers 3 Look for the domain logger that needs modification 4 Select the logger and click Edit It should display the logger details and the appenders used2. and so the constraint violation exception from DB Proposed Solution Make sure that all the resources defined in the Bulk Import xml file are present in the database Permission over resources that do not exist cannot be defined Assign Roles to Users and Un Assign Role from Users links are taking to error page Description When a user selects some roles and clicks on either Assign Roles to Users or Un Assign Role from Users link the user is redirected to error page Cause s User Management Service is not installed Proposed Solution Make sure that User Management Service is installed properly User Management Service is required for RBAC to manage Role assignment un assignment to or from users UPM User is not able to change the user attribute Description User is not able to change user attribute Cause s User might not have appropriate permissions Proposed Solution Check user has a role which contains the appropriate permissions to change the user attributes User is not able to change the user address Description User is not able to change user address Cause s User might not have appropriate permissions Proposed Solution User can t change the shared address from the user edit new view duplicate page User is not able to see the any other record except than its own record Description User is not able to see the other user records Cause s User might not have appropriate permissions Proposed So
3. The log file SPIRIT_HOME logging wrapper log will get generated which will indicate that either of wrapper port or wrapper jvm port is already in use Proposed Solution To resolve the conflict issue 1 Modify SPIRIT_HOME wrapper config as e For changing the wrapper port add the entry wrapper port with value greater than 32000 this is the default value e For changing the jvm add the entries wrapper jvm port min and wrapper jvm port max and set the values to anything greater than 32000 but excluding the port specified in above point The default values for these entries are 31000 and 31999 respectively 2 Restart the SPIRIT agent Login Troubleshooting System Manager Login 404 Error after accepting Legal Page Description of Symptom HTTP Status 404 IMSM 20 C2 A0 The requested resource IMSM 20 C2 A0 is not available Cause lt cause if known gt Proposed Solution lt steps to remedy the problem or further troubleshoot gt Specific Information required by support lt Information required by support if the person needs to contact support gt Troubleshooting FAQs 1 What are the first steps to verify whether System Manager Installation is done properly and it s running 15 System Manager Installation can be done in two ways through GUI or as unattended To ensure that you have successfully installed the System Manager you must verify the following 1 Ensure that the pre requisit
4. Please make sure it is up Cause s JBoss is taking more time to start then the specified sleep time Proposed Solution Follow below steps e Keep installation on hold by not pressing Yes No e Check if there is a process for JBoss using following command ps aef grep run sh e If JBoss process exists open a browser and hit the URL https lt ip address gt jmx console or https localhost jmx console user admin admin credentials to access the page e Make sure jmx console appears If jmx console is taking some time to come up wait till it comes e Click yes in above mentioned pop up Trust Management script failed during installation Description An error pop up is received during installation with error that trust management script has failed Cause s Either JBoss has not started till the time Trust management initializing scripts are not executed or Unlimited Strength JCE jar files are not replaced before installation Proposed Solution Follow below steps e Keep installation on hold by not pressing Yes No e Make sure that the JBoss is running using the details specified in section 2 1 3 e Make sure that the Unlimited Strength JCE jar files specified in the installer user manuals pre requisite section is present in lt JAVA_HOME gt jre lib security for JDK and lt JRE_HOME gt lib security for JRE e If CA Initializer has failed then run trust CA initializer in a new terminal window from the MG
5. appear to be shutting down even after issuing the stop command then you have to manually suspend the service using the Kill command Killing Postgres Enter ps ef grep postgres This command should display a list of all the Postgres processes that are currently running And then Kill all those processes Killing SPIRIT Agent Enter ps ef grep spirit This command should display a list of all the Spirit processes that are currently running And then Kill all those processes Killing JBoss 1 Enter ps ef grep c avmgmt b 0 0 0 0 This command should display a list of all the running JBoss processes Now kill these processes 2 After killing the Jboss processes you must clear the JBoss pid file var run jboss pid and then restart again Killing JON Server Enter ps ef grep JONServer This command should display a list of all the running JON Server processes Now kill these processes Killing JON Agent Enter ps ef grep JONAgent This command should display a list of all the running Jon Agent process Now Kill these processes Killing Apache Enter the ps ef grep apache This command should display a list of all the running Apache process Now Kill these processes Killing Stunnel Enter ps ef grep stunnel This command should display a list of all the running stunnel process Now Kill these processes After killing the stunnel processes you must clear the stunnel pid file lt STUNNEL_HOME gt
6. data which has age more than the number of days specified by the retention interval 3 Applying rule ClrdAlarmPurgeRule will purge the alarms whose age current status is clear and age is more than the number of days specified by the retention interval default to 120 days 4 If user wants to purge the cleared alarms with some different age then user can modify the retention interval and apply the rule What user ID should be used to run System Manager If System Manager is installed as root can it be run under another ID Currently the System Manager cannot be accessed by any other user if the installation of System Manager is performed through root However if the installation is performed by a non root user then it can be accessed only by the non root user and root Login screen does not appear when running a browser from a remote box but is accessible locally What things need to be checked This problem occurs when firewall is enabled on the machine which blocks all the communication from external machines But suggesting to disable the firewall is not a suitable solution for setups on field And customers might be having different firewall rules This need more analysis on which all ports need to be opened This item should be included only once we have the details ready How to schedule System Manager backup To schedule System Manager backup 1 Login to System Manager UI console 2 Go to Settings gt Backup an
7. numbers see the Avaya Support Web site http support avaya com Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks Avaya the Avaya logo Avaya Aura System Manager are either registered trademarks or trademarks of Avaya Inc in the United States of America and or other jurisdictions All other trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya Inc provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http Awww avaya com support Contact Avaya Support Avaya Inc provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Table of Contents OVERVIEW ALARMS AND LOGS Log File Types Log File Locations SECURITY RESOLVING GENERAL ISSUES General Troubleshooting Installation System Manager Console RBAC UPM Plug in Framework SAL Enterprise Agent Login Troubleshoo
8. stunnel pid and then restart again Note lt STUNNEL_ HOME gt defaults to opt Avaya stunnel4 25 5 What is the URL for accessing the Common Console To access the System Manger Common Console UI type the URL https lt IP HOSTNAME gt IMSM Where lt IP HOSTNAME gt is the IP or the hostname of the machine where System Manager is installed After entering the valid login credentials the System Manager UI displays the Welcome page 6 What roles do technicians need to service a System Manager 17 7 10 How can one use the Common Console to tell what release of System Manager one is using To identify the System Manager version follow these steps 1 Login to System Manager UI Console 2 Go to Settings gt Service Profile Management gt System Manager 1 0 screen 3 The value of attribute version detail present under applicationMetadata specifies the current version of System Manager If one can t log into the Common Console how can one tell what release of System Manager one is using If you are unable to login to the System Manager UI console verify the release of the System Manager by logging in to the machine where System Manager is installed and then view the file 6MGMT_HOME installer_relno txt This file contains the current version of System Manager Note MGMT_HOME defaults to opt Avaya Mgmt lt release version gt In what locations can one find l
9. AVAYA Troubleshooting Avaya Aura System Manager 1 0 Avaya Aura System Manager 1 0 May 2009 2009 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document might be incorporated in future releases Documentation disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Customer and or End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by the Customer or End User Link disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages Warranty Avaya Inc provides a limited warranty on this product Refer to you
10. Address gt IMSM 5 Use the left navigation bar to navigate to Monitoring U Alarms and Logs System Manager generates alarms to notify users of system events Alarms are grouped by categories Each alarm category identifies the system component that generates the alarm All alarms are generated from log messages based on mapping rules defined in the System Manager SPIRIT Agent configuration there is no separate alarm generation facility System Manager will forward alarms to Avaya Services SPIRIT Enterprise if so configured System Manager can also be configured to send SNMP traps to the customer NMS Since System Manager is a software only offer System Manager produces no alarms based on OS events Currently System Manager does not generate any alarms for third party packages such as postgres and JBoss Since none of these 3 party packages produces logs in Avaya Common Log Format the logs will not be registered in the System Manager Log Viewer either System Manager has a requirement for logs and therefore alarm text to be helpful and provide corrective action when possible Therefore there is not much utility in providing a list of alarms in this document since no additional information will be known Unhelpful logs alarms should have MRs written against them However certain common alarms or sequences of alarms may have a useful troubleshooting approach that is too lengthy to include in the alarm text itself Those procedu
11. MT_HOME trs directory using command sh trust_ca_initializer_install sh RMIPORT 1399 e If Trust Initializer has failed then run trust initializer in a new terminal window from the MGMT_HOME trs directory using command sh trust_initializer_install sh RMIPORT 1399 HTTPORT 8380 TMCONFIGLOC JBOSS_HOME server avmgmt conf tm The silent unattended installation is failing due to pre requisite check failures Description The silent unattended installation fails due to failure of some pre requisite checks and installation can t be continued Cause s This is as per design that unattended installation should not proceed if there are failure in pre requisite checks Proposed Solution Invoke the installer with the p ignore argument This will continue the installation even if there are failure in pre requisite checks Installer execution gets stuck or hangs Platform Solaris Description Installer execution gets stuck or hangs Cause s Proposed Solution Ensure that etc profile does not have an entry for bash command If there is any such entry 1 Remove the entry from the file 2 Clean the installation using steps specified in section 2 1 9 3 Execute the installer again How to do an installation on the second and subsequent nodes in a cluster setup Description Need to do a cluster setup with Postgres as database How to do installation on the second and subsequent node Cause s Proposed Solution For a clus
12. Manager consists of Postgres SPIRIT Agent JBoss JON Server JON Agent Apache and Stunnel as a service To verify that all services are running use the following commands or steps Postgres service postgresql status SPIRIT Agent service spiritAgent status JBoss service jboss status JON Server service rhq server status JON Agent service rhq agent status Apache Run the command ps ef grep apache If apache is running then it will list out some process of apache Stunnel service sysmgrstunnel status 3 How does one stop and start System Manager System Manager consists of Postgres SPIRIT Agent JBoss JON Server JON Agent Apache and Stunnel as a service Stopping and starting System Manager specifies how to stop and restart each service Use the following command to stop or start services Stopping Starting Postgres service postgresql stop start Stopping Starting SPIRIT Agent service spiritAgent stop start 16 Stopping Starting JBoss service jboss stop start Stopping Starting JON Server service rhq server stop start Stopping Starting JON Agent service rhq agent stop start Stopping Starting Apache service apachectl stop start Stopping Starting Stunnel service sysmgrstunnel stop start 4 System Manager doesn t seem to be shutting down How does one kill it If you notice that the System Manager services like Postgres SPIRIT Agent JBoss JON Server JON Agent Apache and Stunnel does not
13. T_HOME log4j xml After modifying the log levels you must restart the Spirit Agent for the changes to be reflected in the system Note SPIRIT HOME defaults to opt Avaya SPIRIT lt release version gt The installation uninstallation failed How does one clean up before reinstalling If the installation uninstallation fails then you should follow these steps for performing a manual cleanup of installation 1 Stop all the system manager services that are currently running kill the services if can t be stopped 2 Delete the installation directory where the installation was done default lopt Avaya if existing 3 Delete the directory containing cert store i e opt cert store if existing 4 If old logs are not required then delete the logs directory AVAYA_LOG if existing 5 Delete the database backup restore utility directory default location is lvar lib pgsql pem if existing 6 Uninstall Postgres For this run the command rpm qa grep postgres It will list all the Postgres rpm s that are currently installed in the system Now run the command rpm e nodeps lt rpm name gt for each of the Postgres rpm s installed on the system Delete system user postgres if existing by running the command userdel postgres Delete the directory var lib pgsql if existing oo 19 9 Delete the scripts created by System Manager i e avaya_mgmt sh jagent_mgmt
14. able in New Role page are disabled Description On the landing page of RBAC Edit Duplicate buttons and Import Roles link are disabled even on clicking a row Also when you click on New button and go to New Role page the Add button over the Permissions table is disabled Cause s This happens when GroupAndLookup Service is down and hence RBAC does not allow you to edit or duplicate a role and even while creating a role adding permissions over resources is disabled Proposed Solution GroupAndLookup Service is necessary for effective use of RBAC Make sure GroupAndLookup Service is deployed and running before using RBAC Only View button is enabled on RBAC page Description After logging into RBAC landing page most of the buttons and links are disabled except View button Cause s The user does not have permissions to add or change or duplicate or assign or unassign a role Proposed Solution Edit any of the roles this user has got and add corresponding permissions over the role Bulk Import of roles fail Description On the Import Roles page when the user selects an xml file and click commit button the following errors happen 12 1 Failed To Import Roles 2 ConstraintViolationException Could not execute JDBC Batch update Cause s One of the resource specified in some role is not present in the database a resource can be a user role group element operation alarm scheduling job etc
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16. by the logger The details will be editable 5 Select the domain appender and click Edit It should display the appender details in editable form 6 Modify the log level of the appender as required and click Commit to save changes This will take user back to logger details screen 7 Modify the log level of the logger and click Commit For Modifying Log Level using the Command Line Modify the log level of domain loggers and appenders in the logging configuration file used by log4j The file is located in JBOSS_HOME server avmgmt conf jboss log4j xml Note JBOSS HOME defaults to opt Avaya JBoss 4 3 0 jboss eap 4 3 jboss as In both the case the changes will be reflected in the system after some time when log4j picks the changes from the modified logging configuration file If the change of log level is also required for the logs going in files tailed by Spirit Agent then while doing above changes for domain loggers appenders user should also modify the corresponding Spirit appenders displayed in the appenders list while modifying the domain logger All domains use common Spirit appenders so any changes in Spirit appenders will be reflected for all domains How can one modify the log levels for Spirit Agent You can modify the log level for Spirit Agent by modifying the log levels of the loggers appenders used by Spirit Agent The log level for loggers appenders are defined in the file SPIRI
17. d Restore 3 Click on the button Backup This will take you to a screen where you can specify if you want to do local or remote backup 4 Specify the details required for local or remote backup and click on the button Schedule 5 On the schedule backup screen specify the job name schedule time and repeat interval and click Commit 20 18 19 20 25 26 6 This should schedule a backup job as required A user forgot his password How can it be reset If a user has forgotten the password the password can be reset by the administrator as 1 Logging to System Manager UI console 2 Go to User Management gt User Management It should display the list of the user present in the system 3 Search for the user whose password needs to be reset 4 Select the user and click Edit It should display the user details The details will be editable 5 There will a link of Change Password under Identity Administrator can specify new password here Is System Manager services restart is required when installing new or updated certificates Yes When a new certificate is installed or an old certificate is updated all System Manager services must be restarted again Information needed when a trouble ticket is escalated to the Tier 4 group Following information are required when escalating an issue Problem description Detailed steps to reproduce the problem if any The releas
18. e version in which the issue is occurring Java version used to do installation and running System Manager Details on if the system on which problem is happening is an upgrade from some previous release If yes then from which release version upgrade has been done If not then was there any previous installation that has been manually cleaned before doing the current installation Installation log files System Manager JBoss server log file available at JBOSS_HOME server avmgmt log server log 8 The domain log available at SAVAYA_LOG lt domain name gt Having domain log generated after changing the log level to finest will provide more details of the issue Oo RON gt NO How does one stop and restart SPIRIT Agent Enter the following command step for Stopping and Starting spirit agent Stopping Starting SPIRIT Agent service spiritAgent stop start How can one tell if SPIRIT Agent is running Enter the following command step to verify that the status of the spirit agent SPIRIT Agent service spiritAgent status 21
19. es specified by System Manager are satisfied After installation through GUI mode the installer displays a screen with the currents status However If the installation is done in unattended mode the pre requisite status is displayed on the console The installer rollbacks if any pre requisites fails user can run installer with p ignore option for ignoring pre requisite failure error Complete the installation process successfully without any errors While in GUI mode if any error occurs during the installation a pop up screen appears Whereas if the installation is done in an unattended mode the installer rollbacks the installation in case of error user can run installer with c true option to ignore error during installation Verify that the installation log file does not contain errors After installation the installer moves the file to the directory INSTALL_PATH install_logs where INSTALL_PATH is the path where installation is done default to opt Avaya And the installation log file should follow the naming convention as system_manager_install log_ lt date gt _ lt time gt txt Complete the installation and then verify that all the System Manager services for the installed components are running Login to System Manager UI and click on the navigation menu links to verify that all links are operational without encountering any errors 2 Howcan one tell if System Manager is running System
20. ger console from remote machine Description The System Manager console is accessible from the local machine where System Manager is installed but not from the remote machine Cause s The firewall is enabled on the machine where System Manager is installed and is stopping the user request Proposed Solution Disable the firewall and try again The response time of all pages in System Manager console is high i e gt 10 seconds Description Accessing any page of System Manager console is taking too much time to display the new page Cause s Proposed Solution Add the IP if accessing using IP or fully qualified host name if accessing using hostname to the No proxy for setting of the browser Clicking any navigation menu link redirects to the login page RBAC Description When user clicks on any navigation menu link it redirects to the login page Cause s User session time out for that user Proposed Solution Once user session timed out user needs to re login This will happen when user is not performing any operations till session time out on System Manager screen The default session timeout is 20 minutes Can t see Manage Roles link in navigation tree Description The logged in user could not see the Manager Roles link in the navigation tree Cause s The logged in user does not have enough permissions to view RBAC pages 11 Proposed Solution The logged in user needs to be assigned appr
21. lution Check if user has appropriate role assigned to user By default user has end user has role assigned to user which has permission to view edit only own record Plug in Framework Getting validation failure error while deploying EPD EP Description Getting validation failure error while deploying EPD EP 13 Cause s The EPD EP is not as per the defined structure and xsd or the jar file is not packaged properly Proposed Solution Make sure that the EPD EP structure is as per guidelines and xsd Also the jar file should be packaged using java utility Could not get database connection Description An error Unable to connect to database is received while executing plug in framework script Cause s The system is not able to parse the database connect string passed as the argument when executing plug in scripts Proposed Solution Make sure that the database URL is correct and is specified in quotes No suitable database driver found Description Executing plug in framework script throws error that no suitable database driver is found Cause s The database driver was not found in the system s classpath Proposed Solution Make sure that the database driver jar file is in the classpath Ear file not updated when an EP with jar or property file artifacts is deployed Description When an EP with jar or property file as artifact is deployed the modified EAR file is not copied to the desired location the de
22. og files and what kind of information goes in those log files Below are few directories that contain log files lt INSTALL_PATH gt install_logs The installer logs is stored in this directory This log contains detail about installation uninstallation and rollback of System Manager JBOSS_HOME server avmgmt log server log This file contains log that are generated by System Manager JBoss server AVAYA_LOG This directory contains sub directory with name of each System Manager domains Each sub directory contains log of corresponding domains Each domain log directory has different log files for trace operational audit and security logs Some domains may not generate audit or security logs so it obvious that those domain log files will be empty AVAYA_LOG spirt This directory contains logs generated by Spirit Enterprise AVAYA_LOG spirtlogs This directory contains logs that need to be stored in a centralized System Manager log database and log viewer The information in this directory can contain redundant logs which pertain to directories Depending on the rule specified for generating alarms an alarm may be generated by Spirit Agent for that log message SPIRIT_HOME logging The directory contains logs generated by Spirit Agent Backup Restore Utility Log These logs are generated on the database machine while the user performs backup restore operations The default path of the directory where the logs are generated is
23. opriate permissions to the Role s the user has At least one of the roles the user has should have view permission over all of the RBAC operation entries Also please make sure that the role has view permission on UserManagement operation entry in addition to RBAC pages as RBAC falls under UserManagement section Can t see some or any roles in the roles table Description When a user logs in to Panther and visit RBAC landing page some or all the roles are not displayed in the roles table Further different users would see different roles in the roles table Cause s This is the intended behavior the logged in user does not have enough permissions to view roles even though he has permission to view the RBAC pages Some have users may not have permission to view any roles or some users may have permissions to view only some roles Proposed Solution If user need to see all the roles then modify a role that is assigned to this user and give view permission on all the roles For this user need to select role as the resource type and select view from Actions list box and ALL from the radio buttons given below Or if permission on selective roles need to be added in a role then click ADD button over the Groups and Resources table on Edit Role page and select the roles and assign view permission on this roles Import Roles link on landing page Edit buttons Duplicate button and Add button over permissions t
24. ploy directory of the server instance Cause s This happens when system time is older then installer build time In such setup when an EP with jar or properties file artifact is deployed the ear of the corresponding application is modified The modified date of ear is current date where as the ear in deploy directory has modified date as the installer build date And the file is not replaced by plug in framework Proposed Solution Make sure that machine date time is set to current date time EP is not getting deployed Description EP s fail to move into DEPLOYED state from INIT state Cause s The Plug in Framework is not able to pick up the EP s This is due to EJB timer not running or EJB timer was not stopped properly when JBoss was restarted Proposed Solution The EJB timer may not run if there is no Timers table created Make sure that the timers table is there in the database to which JBoss makes a connection If there are multiple EJB timer running linked to plug in id please restart the JBoss server 14 SAL Enterprise Agent SAL Agent does not start Environment Solaris machine configured with zones Description SPIRIT Agent is not getting started Cause s This can be due to port conflict To confirm that it is the port conflict issue make the following changes in SPIRIT_HOME wrapper config file 1 Set Wrapper debug to true 2 Set wrapper logfile loglevel to ALL 3 Restart the SPIRIT agent
25. processor at least 80 Gigabytes of disk with enough additional disk to hold logs records Release to release compatibility table Can System Manager X Y run on the same HW OS as the previous release Description of Symptom The Avaya CTO Manageability and Serviceability standards require a matric that shows if new releases of a product can run on previously supported hardware Cause N A Proposed Solution Since System Manager 1 0 is the first release this table does not apply Information needed by support team to start Troubleshooting Description of Symptom Description of information is needed by support team in order to start trouble shooting Cause N A Proposed Solution 1 Problem description 2 Steps through which problem can be reproduced 3 The installer build in which the issue is occurring 4 Java version used to do installation 5 Was it an upgrade If yes upgrade was done from which version If not was there any previous installation that has been manually cleaned 6 Installation log files refer section on Alarms and Logs for details on the location of the files 7 Server log file i e server log available at lt JBOSS HOME gt server avmgmt log 8 The log of that domain available at var log Avaya mgmt lt domain name gt Installation Installer throws error Invalid encryption key Description The user is prompted to enter an encryption key at the start of the installation The encry
26. ption key is used to encrypt the passwords in the response file No matter whatever encryption key is entered installer always throw error Invalid encryption key Cause s Java 1 4 is used to run installer Proposed Solution Make sure you use Java 1 6 or higher version Check java version you are using by java version command it should point to 1 6 or higher version Installer throws error Encryption key is incorrect Description The user is prompted to enter an encryption key at the start of the installation The encryption key is used to encrypt the passwords in the response file Every time the installer is executed it always throw an error Encryption key is incorrect Cause s The script to run installer was executed first time with some other encryption key Proposed Solution Follow below steps 1 If there is any previous installation clean it Follow details mentioned in section 2 1 9 if manual cleanup of previous installation is required 2 Extract the installer zip in a new directory and run installer from the newly extracted files Received an error pop up saying JBoss has not yet started Description An error pop up is received during installation saying that JBoss has not yet started The pop up will look like za d Fileexecution error An error has occurred It may affect the product s functionality Please refer the log file for details Corrective Action JBoss has not yet started
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28. res will be document on InSite and temporarily within this document as the System Manager team discovers repeated patterns of common alarms Log File Types Per the Avaya Common Log Format Specification System Manager produces the following types of logs e Operational viewable in the System Manager Log Viewer e Audit viewable in the System Manager Log Viewer e Security viewable in the System Manager Log Viewer e Trace Debug NOT viewable in the System Manager Log Viewer One must look on the local file system for these logs Log File Locations The majority of System Manager logs are found in var log Avaya mgmt lt domain gt where domain is an System Manager component Each domain s directory will have audit operational debug and security log files Not all domains implement auditable or security related functionality so those logs files will be empty The spirit directory is for logs generated by the SPIRIT Enterprise components The spiritlogs directory is a staging area for logs to be sent to the centralized System Manager log database and log viewer The information in this directory is redundant with logs in other directories Other notable places to find logs e opt Avaya SPIRIT 1 0 1 logging SPIRIT Agent logs e opt Avaya install_logs installation logs e opt Avaya JBoss 4 3 0 jboss eap 4 3 jboss as server avmgmt log JBoss logs for System Manager not JON Security Provides information on securit
29. sh jboss_mgmt sh jserver_mgmt sh spirit_mgmt sh if existing These should be present under the directory etc profile d 10 Delete the entries of executing above scripts from file etc profile if existing 11 Delete the services created by System Manager i e apachectl jboss rhq agent rhq server spiritAgent spiritAgentCLI sysmgrstunnel if existing These should be present under the directory etc init d 12 Also delete the soft links of the above services i e SS6spiritAgent S94apachecl S94sysmgrstunnel S95jboss S98rhq agent S99rhq server from directory letc rc d rc3 d and etc rc d rc5 d if existing 13 Delete the file var run jboss pid if existing Note AVAYA_LOG defaults to var log Avaya mgmt 14 There are a bunch of unacknowledged alarms How can they be purged 15 16 17 The unacknowledged alarms can t be purged directly For purging specific alarms you must change the state of the alarm to clear To purge alarms follow these steps 1 Select the unacknowledged alarms and change the status to acknowledged 2 Again select the acknowledged alarms and change the status to clear Use DRF functionality to purge alarms marked as clear To purge alarm using DRF functionality follow these steps 1 Access DRF UI from Settings gt Data Retention 2 The UI will display some pre defined rules for purging various items Applying this rule purge the
30. ter installation setup on the second or additional node please make sure that you have unselected the Postgres pack in the packs selection panel Follow the steps specified in installer user manual for the cluster information The installation failed What should one do Description Installation has failed and you would like to debug from the logs what were the reasons for failure Cause s Proposed Solution Follow sequence of steps below 4 Check the installation logs for errors The log file following the naming convention as integrated management system manager 1 0 install log lt yyyy gt lt mm gt lt dd gt lt hh gt lt mm gt lt ss gt tkt and should be present under tmp if installation was aborted or lt INSTALL_PATH gt if the installation was completed 5 Clean the failed installation by following the steps specified in section 2 1 9 6 Follow the corrective actions specified in the install logs 7 Run the installer again 10 JON Server Agent does not start Description JON Server Agent is not getting started Cause s Proposed Solution Follow below steps 1 Ensure that the directory for jdk5 jre5 and its sub directories and files have permissions 777 This can be done using command Is I lt jdk5 jre5 location gt Use command chmod R 777 lt jdk5 jre5 location gt to assign permission recursively on the directory 2 Restart the JON Server Agent System Manager Console Can t access System Mana
31. ting TROUBLESHOOTING FAQS 11 11 13 13 15 15 15 Overview This Troubleshooting document provides information designed to help you resolve issues on Avaya Aura System Manager This document provides a general approach for troubleshooting System Manager and describes how to use Avaya InSite Knowledgebase to look up procedures and specific solutions for a given symptom General information on logs alarms and security is given next URL http support avaya com Click on Advanced Search Select Product System Manger Select Document Type Problem Solution for System Manager FAQ entries This document has troubleshooting advice for two audiences 1 developers for Avaya products that are integrating with System Manager 1 0 and 2 users Avaya customers System Manager is a management framework that is used to manage itself and other Avaya applications Troubleshooting other Avaya applications is beyond the scope of this document This document covers the general strategy for using System Manager as a starting point for troubleshooting other Avaya applications as well as for troubleshooting System Manager itself 1 Alarm received at the Avaya Data Center 2 Use Services procedure to determine location and remote access steps the System Manager running on the customer premises Follow procedure to have customer create temporary Services account 4 Log into the System Manager Common Console https lt IMSMIP
32. y issues including IP Port usage document is stored in COMPAS ID 139536 Additional Security information Additional security information and documentation about all Avaya products including System Manager and the Avaya components that integrate with System Manager are available at the Avaya Security Advisories Website For example you can find information about the following o Avaya Product Security Vulnerability Response Policy Avaya Security Vulnerability Classification Security advisories for Avaya products Software patches for security issues o Reporting a security vulnerability Automatic e mail notifications of security advisories You can also find additional information about security practices at the National Security Agency Security Configuration Guides Website Resolving General Issues General Troubleshooting How to find the detailed System Manager version Description of Symptom How does one determine the complete System Manager version string Cause N A Proposed Solution 1 On an installed box opt Avaya Mgmt lt version gt installer_relno txt 2 Through the Common Console UI Settings gt Service Profile Management gt System Manager 1 0 gt applicationMetadata versions detail What are the hardware requirements for System Manager Description of Symptom What are the server reguirements for System Manager Cause N A Proposed Solution 4 Gigabytes of RAM 3 0 GigaHz
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