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Troubleshooting help topics for printing

1. file list under lib sm server logs file list under endorsed sm doctor logs file list under run Y license file sm client configuraion tnsnames ora V database schema a a Preference dialog box The esm appgloballistblobcount and db schema commands are disabled by default because they may take a long time to respond Each of these commands could take more than 10 minutes depending on the actual environment You can enable these commands by selecting the corresponding check boxes in the Preference dialog box The Preference dialog box is shown in the screenshot below The following commands are disabled by default because they may take a long time to respond To enable these commands select the corresponding check boxes F esm appgloballistblobcount db schema OK Cancel Note In command line mode you can run set globallistcheck 1and set schemacheck 1 to enable these commands Connect to Database dialog box Service Manager Doctor prompts you for the username and password of the Service Manager database if the sqllogin parameter is encrypted in the sm ini file HP Service Manager 9 34 Page 38 of 65 Troubleshooting help topics for printing The Connect to Database dialog box is shown in the screenshot below Connect to database The sqllogin parameter in sm ini is encrypted Enter the username and
2. category 0 000000 0 000000 0 sc manage select The following table describes the output fields for the database debug query debugdbquery parameter Field Description who DBFIND or DBQUERY where F foreground or B background file The file name followed by database type Oracle DB2 SQL server or LDAP or JOIN If you add a letter suffix then the file name is case insensitive key The number of the selected key If an asterisk character follows the key number Service Manager selected that key based on sort requirements not query requirements The system first uses a key that satisfies the sort criteria because a physical sort of the data is not required HP Service Manager 9 34 Page 17 of 65 Troubleshooting help topics for printing Troubleshooting Field weight keytype record count seconds till result came back query sortfields extracttime sorttime Description The calculated weight for the key Service Manager selects for that specific query For additional information see the Key selection algorithms Help topic P Partially keyed IR expert search The number of records that satisfy the query The system adds the DBQUERY entry to the log after processing the select panel and then returns the first 128 records that satisfy that query The amount of time required to satisfy the query The actual query from the user The sort order in which the records are reques
3. No data is available for this command Database driver can not be loaded SQLException is caught This table lt table_name gt does not exit Page 60 of 65 Troubleshooting help topics for printing Error Code 100015 100016 100017 100018 100019 100020 100021 100022 100023 100024 100025 100026 100027 100028 100029 100030 100031 100032 Description SM_NOT_FOUND SM_NOT_RUNNING COMMAND_TIMEOUT UNSATISFIED_LINK_ ERR OR RULE_PARSING_ ERROR OTHER BARSE ERROR INFO_NOT_AVAILABLE RECORD_COUNT_ EXCEE D_THRESHOLD TABLE_MERGE_ NEEDED FIELD_NOT_EXPECTED ORACLE_DRIVER_ NOT_F OUND GLOBALLISTS_ VALUELIS T_LENGTH_ EXCEED_THR SHOLD DATABASE_AUTH__ FAILED FILE_NOT_SAVED FILES NOT FULLY_ SAVED FILE_NOT_EXISTS FILES_NOT_EXIST NO_NEED_TO_SAVE TNS NAMES HP Service Manager 9 34 Category SYSERROR SYSERROR SYSERROR DBERROR SYSERROR PARSEERROR SYSERROR DBERROR DBERROR DBERROR DBERROR DBERROR DBERROR FILEERROR FILEERROR FILEERROR FILEERROR FILEERROR Error Message partial Service Manager is not found please check Service Manager is not running please check Command execution timeout Unsatisfied link error Exception happened when parsing XML rule configuration file Invalid input lt input gt Xxx information is not available The record count in table lt table_name gt exceeds threasho
4. e lf one rule serves as a condition for another rule the first rule cannot have conditions of its own Or a TWO_LEVEL_CONDITION_FOUND error is returned e For operation elements within a rule element the param and action attributes are required The target and type attributes are optional but they are mutually dependent If one parameter is defined you must define the other one too s For condition elements if operator and target are not defined they default to and and true respectively e In addition to customized rules you can use the generic rules directly is32O0S is640S isUnix and isWindows s An error 100018 is returned if the XML content cannot be parsed e Inthe current version of the tool only the configuration data source is editable which includes both the sm ini and sm cfg files HP Service Manager 9 34 Page 53 of 65 Troubleshooting help topics for printing Validation results Validation results are included as part of the command output for the conf ini and conf cfg commands in command line mode In GUI mode a separate column is displayed next to the command results if a rule failure is detected HP Service Manager 9 34 Page 54 of 65 CmdOnDemand xml A typical CndOnDemand xml file resembles the following codes lt xml version 1 0 encoding UTF 8 gt lt commands gt lt command name sm description sm server commands provider hp gt lt param name reportstatus d
5. members fields in the cm3groups table e The related_cis field in the cirelations table Retrieves the length of the Service Manager application globallists value list Note The threshold for validation is 1 KB Checks the Service Manager certificate including these files e Server keystore e Trustedclients keystore e Cacerts Sends ping and traceroute messages to other Service Manager nodes in the current cluster Maximum ping times 4 Maximum hops 10 Runs all Extended Service Manager commands at one time and returns the results in the output Displays Help information Note If the help option is used together with other options only Help information is returned Outputs the command result to html and txt files Configuration commands conf Configuration commands extract configuration items from the sm cfg and sm ini files which will be used to diagnose server configuration issues against certain predefined validation rules HP Service Manager 9 34 Usage esm appfieldmigration esm appgloballistblobcount esm keystore esm pingclusternodes esm all esm help esm all dlog Page 44 of 65 Troubleshooting help topics for printing Option dbtype dbinst ini cfg env all help dlog Description Retrieves database server type Retrieves the database server instance Retrieves the sm ini content Note The sm ini co
6. 3572 03 05 2010 11 06 38 RTE I List of all possible shared_memory_address parameter settings for a shared memory size of 67108864 64 MB 2724 3572 03 05 2010 11 06 38 RTE I Free range 0x7FFFO0000 0xFFFADOGO size 2147209216 2047 MB 2724 3572 03 05 2010 11 06 38 RTE I Preferred shared_memory_ address 0x80000000 2724 3572 03 05 2010 11 06 38 RTE I Lowest available shared_memory_ address 0x80000000 2724 3572 03 05 2010 11 06 38 RTE I Highest available shared_memory_ address xFBFAQ000 2724 3572 03 05 2010 11 06 38 RTE D Free range 0x122B5000 0x30000000 size 500477952 477 MB 2724 3572 03 05 2010 11 06 38 RTE D shared_memory_ address 0x20000000 2724 3572 03 05 2010 11 06 38 RTE D Lowest available shared_memory_ HP Service Manager 9 34 Page 11 of 65 Troubleshooting help topics for printing Troubleshooting address 0x122D0000 2724 3572 03 05 2010 11 06 38 RTE D Highest available shared_memory_ address 0x2C000000 2724 3572 03 05 2010 11 06 38 RTE D Free range 0x77DF0000 0x7C360000 size 72810496 69 MB 2724 3572 03 05 2010 11 06 38 RTE D shared_memory_ address 0x77E00000 2724 3572 03 05 2010 11 06 38 RTE D Lowest available shared_memory_ address 0x77E00000 2724 3572 03 05 2010 11 06 38 RTE D Highest available shared_memory_ address 0x78360000 2724 3572 03 05 2010 11 06 38 RTE D Free range 0x039B0000 06x10000000 size 207945728 198 MB 2724 3572 03 05 2010 11 06 38 RTE
7. 2 Usage db command option command option 1 Options all Run all db commands dlog Log the command running result please use this option with other options when results are returned he lp Help information for db commands info Database server information list Database list schema Database table index schema timezone Database server timezone version Database server version Usage esm command option command option Options all Run all SM extended commands apphbp SM app best practice information appf ieldmigrationt appfm gt SM app table field check appgloballistblobcount appgl gt SM app globallists valuelist length apphotfix SM app hotfix information apppatch SM app patch information apprecordcount appre gt SM app table record count apptablemerge apptm gt SM app table merge check autopass SM server autopass version dlog Log the command running results please use this option with other options when he lp Help information for SM extended commands javaversion SM server java version keystore SM certificate check perf SM process CPU and memory information pingc lusternodes lt ping gt Ping other sm nodes in current cluster port SM server port status Usage conf command option command option 1 Options all Run all conf commands cfg sm cfg content dbinst SM database server instance dbtype SM database server type dlog Log the command running resul
8. D shared_memory_ address 0x039C0000 2724 3572 03 05 2010 11 06 38 RTE D Lowest available shared_memory_ address 0x039C0000 2724 3572 03 05 2010 11 06 38 RTE D Highest available shared_memory_ address x CQe00000 2724 3572 03 05 2010 11 06 38 RTE W Use the preferred shared_memory_address parameter above 2724 3572 03 05 2010 11 06 38 RTE W or remove the shared_memory_address parameter completely 2724 3572 03 05 2010 11 06 38 RTE E HP Service Manager is unable to start Failed to initialize or attach to shared memory environment If the system cannot find any suitable memory ranges it lists the following RTE error message RTE E No valid shared_memory_address parameter setting was found for a shared memory size of nnnnnnnnnn NNNN MB If there are no suggested shared memory parameters you must reduce the amount of shared memory Troubleshooting Unable to attach to shared memory HP Service Manager may be damaged error Linux only When executing Service Manager SM commands on Linux with a non SM user account or using the crontab of an SM user account an error occurs Unable to attach to shared memory HP Service Manager may be damaged Below is an example You have installed Service Manager with a specific account adminsc4 groups adminsc4 and you have some verification processes that are scheduled and executed by another account sdi groups dba and adminsc4 Since the group adminsc4 is
9. Retrieves the database tablespace list db list Retrieves the database time zone and returns the time offset from the db timezone UTC GMT time in hours timezone schema Retrieves the table and index schema of the Service Manager database and db outputs the information into an SM_schema sq file schema Note This command works only with Oracle databases and requires that the sqlplus utility is installed on the system all Runs all Database commands at one time and returns the results in the db all output help Displays Help information db help Note If the help option is used together with other options only Help information is returned dlog Outputs the command result to html and txt files db all dlog Operating System commands os Operating System commands collect basic information about the current operating system The timeout for Operating System commands is 180 seconds Option Description Usage ip Retrieves the server IP addresses os ip diskspace Retrieves the disk space on the server including the total space os diskspace and free space HP Service Manager 9 34 Page 46 of 65 Troubleshooting help topics for printing Option Description SyS Retrieves server system information e Windows systeminfo e AIX prtconf e HPUX PA RISC model e HPUX ITATIUM machinfo e Solaris isainfo kv e Linux uname a openfile Retrieves the open file limit as retumed by the ulimit n command Note O
10. SM Configuration Information SM Database Information Server Operating System Information WebService Information External Scripts SM Application Information Resource Locks Resource Name SCHEDULE2633665 Number 0 PID Session TID Lock Request Time Type Killable Waiting 004780 000011 00006020 06 04 2012 14 17 15 Exclusive Y N PID Session TID Lock Request Time Type Killable Waiting Resource Name schedule agent Number 0 004780 000011 00006020 06 04 2012 14 17 15 Exclusive Y N Resource Name SCHEDULE2633723 Number 0 Advanced Save window Advanced Save allows you to select specific data that you want to save By default all the items are selected You can select the select all check box on the Advanced Save dialog box to select or clear all the items The Advanced Save option is available only after you run a health check Additionally the report and sm doctor logs save items are available only on the Advanced Save dialog box Note If the total size of the server logs is too large for shipping you can check a few items each time and save the log files in several small zip packages The Advanced Save window is shown in the screenshot below HP Service Manager 9 34 Page 37 of 65 Troubleshooting help topics for printing R Advanced Save Please choose data to be saved Y v report Iwssofmconf xml sm ini udp xml sm cfg udpcluster xml
11. Solution and Integration Portal Web site This site enables you to explore HP Product Solutions to meet your business needs includes a full list of Integrations between HP Products as well as a listing of ITIL Processes The URL for this Web site is http h20230 www2 hp com sc solutions index jsp HP Service Manager 9 34 Page 31 of 65 HP Service Manager Doctor HP Service Manager Doctor enables support engineers to collect configuration and diagnosis data from Service Manager This tool eliminates the need of excessive exchanges of emails between support engineers and customers before engineers can have all needed information to analyze a reported incident This tool collects these types of information e SM server configurations and reports e Operating system configurations e Database configurations on the database server e Service Manager server logs e List of files in the SM_HOME RUN SM_HOME RUN 1ib endorsed and SM_HOME RUN lib folders e Additional configurable data collected by third party tools such as supportTool sh and generateSchema sql HP Service Manager 9 34 Page 32 of 65 Introduction Service Manager Doctor enables support engineers to collect configuration and diagnosis data from Service Manager This tool eliminates the need of excessive exchanges of emails between support engineers and customers before engineers can have all needed information to analyze a reported incident Target audiences e Service Mana
12. a priority code of emergency To solve this problem 1 2 Click Tailoring gt Notifications gt External Email Message Class Remove any External Email record for problem open Click Tailoring gt Tailoring Tools gt Macros Select the incidents macro that sends the email Change the Condition field value to nullsub priority code in L new 1 HP Service Manager 9 34 Page 24 of 65 Troubleshooting help topics for printing Troubleshooting Troubleshooting Setting the category for incidents opened using email How do set the category for my message when am opening problems via email 1 2 Put each field assignment on a separate line in your mail message uniquely identified by a label Use mapping expressions to extract the information and populate the appropriate fields in the incident The mail message looks like this Fri 12 Jan 05 14 40 41 08 00 Re Test to assign a category John Jones lt john mac acme com gt CATEGORY example This is line 1 of the text of mail This is line 2 of the text of mail In the eventin record the evfields should appear as follows xjohn Fri 12 Jan 01 14 40 41 08 00 Re Test to assign a category John Jones lt johnahp8008 hp com gt CATEGORY example This is line 1 of the text of mail This is line 2 of the text of mail 4 4John Jones lt john mac acme com gt Inthe problem open event map record for the category field enter the following I
13. in call MapViewOfFileEx Not enough storage is available to memory process this command Address already RTE E Error 487 in call MapViewOfFileEx Attempt to access invalid in use address Insufficient free memory Out of box Service Manager analyzes the memory layout of the process address space and identifies free memory ranges big enough to hold shared memory If Service Manager could not find any contiguous piece of memory large enough to contain your Service Manager shared memory the system fails to start with the following error messages RTE E Error 8 in call MapViewOfFileEx Not enough storage is available to process this command RTE E No valid shared_memory_address parameter setting was found for a shared memory size of nnnnnnnnnn NNNN MB In order to fix this issue you must reduce the amount of shared memory Address already in use When a Service Manager process attaches to shared memory it has to use the same address as the shared memory was originally created with The process might find that that address is already occupied by another data structure such as a DLL or dynamic memory heap The same scenario might happen if you use the shared_memory_address parameter but the address specified in the parameter is already occupied If you had previously specified a shared memory address with the shared_memory_address parameter HP recommends you remove the parameter and have Service Manager automatically determine a su
14. password for SM Doctor to access the Service Manager database Username Password Connect to SM Server dialog box Service Manager Doctor prompts you for the username and password of the Service Manager server if the esm appgloballistblobcount command is enabled The Connect to SM Server dialog box is shown in the screenshot below Connect to SM server Enter the username and password for SM Doctor to connect to the Service Manager server Username Password Command line mode The command line mode of the Service Manager Doctor Tool allows you to run the tool more flexibly You can run specific commands or command groups to collect certain types of information You can also choose to type run all zip to package all data that is collected in the current directory Eventually the command line mode generates SMDoctor_Report_ lt hostname gt html and SMDoctor _ Report_ lt hostname gt txt logs in the current directory where lt hostname gt is the host name of the Service Manager server The Command line mode is shown in the screenshot below HP Service Manager 9 34 Page 39 of 65 Troubleshooting help topics for printing Welcome to Service Manager Doctor Version 9 48 run all run all commands help show all commands exit close SM Doctor Copyright lt c gt 2611 HP Corporation All rights reserved gt he lp bese Note run all zip collects and zips all data to sm_doctor_saved zip to current directory
15. run all oresm all commands Enables or disables globallist blob field check for the run all globallistcheck oresm all commands help Displays Help information Note If the help option is used together with other options only Help information is returned Run commands run Run commands execute multiple commands or multiple command groups HP Service Manager 9 34 Usage set dlog true set dlog 1 set dlog false set dlog 0 set schemacheck 1 set schemacheck true set schemacheck 0 set schemacheck false set globallistcheck 1 set globallistcheck true set globallistcheck 0 set globallistcheck false set help Page 50 of 65 Troubleshooting help topics for printing Option SM esm db conf OS all zip help HP Service Manager 9 34 Description Runs all Service Manager Runtime commands in a sequence and returns the results in the output Note Equivalent to sm all Runs all Extended Service Manager commands in a sequence and returns the results in the output Note Equivalent to sm all Runs all Database commands at one time and returns the results in the output Note Equivalent to db all Runs all Configuration commands at one time and returns the results in the output Note Equivalent to conf all Runs all Operating System commands at one time and returns the results in the output Note Equivalent toos al
16. steps to delete the file 1 Rename the temporary file to a short name and then delete it 2 If the deletion still fails open the system command prompt type dir x to display the file s short name and then run the rmdir short name S command to delete the folder Contact HP support Visit the HP Software Support Online web site at http www hp com go hpsoftwaresupport This web site provides contact information and details about the products services and support that HP Software offers HP Software online support provides customer self solve capabilities It provides a fast and efficient way to access interactive technical support tools needed to manage your business As a valued support customer you can benefit by using the support web site to Search for knowledge documents of interest Submit and track support cases and enhancement requests Download software patches Manage support contracts Look up HP support contacts Review information about available services Enter into discussions with other software customers Research and register for software training Most of the support areas require that you register as an HP Passport user and sign in Many also require a support contract To register for an HP Passport ID go to http h20229 www2 hp com passport registration html To find more information about access levels go to http h20230 www2 hp com new_access_levels jsp HP Software Solutions Now accesses the HPSW
17. the same for both accounts you are able to execute sm command lines as follows HP Service Manager 9 34 Page 12 of 65 Troubleshooting help topics for printing Troubleshooting 1 Connect to the SM server with the account sdi 2 Run the following command lines su adminsc4 cd soft sc400 RUN sm reportshm The above described error occurs Rootcause The system parameters in etc security limits conf of Linux control the resources that are available to a user or group and may affect Service Manager s behavior When certain parameter values defined for a Service Manager user or for the group to which the user belongs are too low Service Manager may fail to execute commands or even fail to start the servlet Since a non SM user may execute the su command to run shell with a substituted SM user the resource control of the non SM user may or may not affect Service Manager s behavior after the user substitutes the SM user depending on the implementation of the Linux kernel Workaround HP recommends that you use a Service Manager user directly to perform any SM related operations on Linux If failures occur when starting an SM servlet or executing SM commands you are recommended to check the parameters in etc security limits conf To do a diagnostic check 1 Set a parameter in etc security limits conf to unlimited 2 Restart the system 3 Perform the operation If this solves the previous issue the conc
18. your business As a valued support customer you can benefit by using the support web site to Search for knowledge documents of interest e Submit and track support cases and enhancement requests Download software patches Manage support contracts e Look up HP support contacts Review information about available services Enter into discussions with other software customers Research and register for software training Most of the support areas require that you register as an HP Passport user and sign in Many also require a support contract To register for an HP Passport ID go to http h20229 www2 hp com passport registration html HP Service Manager 9 34 Page 2 of 65 Troubleshooting help topics for printing To find more information about access levels go to http h20230 www2 hp com new_access_levels jsp HP Software Solutions Now accesses the HPSW Solution and Integration Portal Web site This site enables you to explore HP Product Solutions to meet your business needs includes a full list of Integrations between HP Products as well as a listing of ITIL Processes The URL for this Web site is http h20230 www2 hp com sc solutions index jsp About this PDF Version of Online Help This document is a PDF version of the online help This PDF file is provided so you can easily print multiple topics from the help information or read the online help in PDF format Because this content was originally created to be viewe
19. 00000 100001 100002 100003 100004 100005 100006 100007 100008 100009 100010 100011 100012 100013 100014 Description SYS_ERROR UNKNOWN_ERROR COMMAND_NOT_EXIT NO_SUCH_OPTION NO_SUCH_ PARAMETER ARGU_NOT_EXIT ONLY_LOG_ERROR HELP_LOG_ERROR HELP_ERROR DUPLICATE_ERROR LOG_PARAM_ERROR NODATA DB_DRIVER_ERROR SQL_EXCEPTION TABLE DOES NOT EXIT HP Service Manager 9 34 Category SYSERROR SYSERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR NODATA DBERROR DBERROR DBERROR Error Message partial System error please reach support team Unknown error please try again later or reach SM Doctor admin for a solution This command lt command gt is not recognizable please enter again This option lt option gt is not recognizable for this command please enter again Xxx is not passed to any parameter please enter again This argument lt argument gt is not recognizable please enter again Log option lt option gt is only valid with another command line option please enter again Log option is not valid with help option please enter again Help option is valid by lt command gt help without other options Please enter again Duplicate options are found please remove the same ones and keep each unique Only true 1 or false 0 is allowed for this option
20. 16 03 05 2010 11 06 41 RTE W Use the preferred shared_memory_address parameter above 6116 2716 03 05 2010 11 06 41 RTE W or remove the shared_memory_address parameter completely 6116 2716 03 05 2010 11 06 41 RTE E HP Service Manager is unable to start Failed to initialize or attach to shared memory environment The scan lists three possible shared_memory_address values The first memory address is the preferred shared_memory_address value This address is the least likely to already be in use by a Windows or Service Manager shared library DLL dynamic memory heap or another data structure The next address is the lowest possible address within this range you can use for shared memory The last address is the highest possible address within this range you can use for shared memory Pick one of these values for your shared_memory_address and test to see if the system starts If your system continues to fail with the address already in use error you can start the server with the debugvmmap parameter to see a complete list of all address ranges large enough to contain shared memory as well as an address map of all the files that are currently using system memory The list of memory ranges are in order of suggested use The address ranges at the top of the list are better candidates than those at the bottom of the list Within each address range there is a recommended address lowest possible address and highest possible address 2724
21. 4 Page 8 of 65 Troubleshooting help topics for printing Troubleshooting Incorrect configuration and Missing or wrong database password If you are unable to start Service Manager from the command prompt review your configuration in sm ini and confirm that you have the correct database connection information login and password using the instructions in the Service Manager installation guide The Service Manager server starts as a Windows service by default If the server starts from the command line but not as a Windows service uncomment the following line in sm cfg to produce an output file which may contain some information from the Java JVM cmd c sm gt C process_ stdout 2 gt amp 1 You can change the name and location of the output file by changing C process_stdout to the path and file name you prefer Using C process_stdout log creates a file called process_stdout 1log at the root of the C drive Once you have done this try starting the server as a service Any Java errors that occur will show up in the file and folder you specified Unsupported version of JRE If you have installed a version of Java Runtime Environment JRE that is not supported the server displays the following error message Exception in thread main java lang UnsupportedClassVersionError Bad version number in class file Install a supported version of the JRE as indicated in the Service Manager installation guide Troubleshooting Ba
22. HP Service Manager Software Version 9 34 For the supported Windows and UNIX operating systems Troubleshooting help topics for printing Document Release Date July 2014 Software Release Date July 2014 Troubleshooting help topics for printing Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein The information contained herein is subject to change without notice Restricted Rights Legend Confidential computer software Valid license from HP required for possession use or copying Consistent with FAR 12 211 and 12 212 Commercial Computer Software Computer Software Documentation and Technical Data for Commercial Items are licensed to the U S Government under vendor s standard commercial license Copyright Notice O Copyright 1994 2014 Hewlett Packard Development Company L P Trademark Notices Adobe is a trademark of Adobe Systems Incorporated Java is a registered trademark of Oracle and or its affiliates Microsoft and Windows are U S registered trademarks of Microsoft Corporation Oracle is a registered US trademark of Oracle Corporation Redwood City California UNIX is a registered trademark of The Open Group For a complete list of o
23. Microsoft SQL Server 2008 RTM 10 0 1600 22 Intel X86 Jul 9 2008 14 43 34 E c 1988 2008 Microsoft Corporation SQL Driver Name C Windows system32 SQLSRV32 d11 Database Name SM9 Last User SM9ADMIN SQL Server Collation SQL _Latin1 General CP1_CI_AS HP Service Manager 9 34 Page 57 of 65 Rule Configuration File Snippets SM_Configuration_Rule xml snippet lt xml version 1 0 encoding UTF 8 gt lt xml xmlns xsi http ww w3 org 2001 XMLSchema instance xsi noNamespaceSchemaLocation SM_Configuration_Rule xsd version 1 0 gt lt source id configuration description service mangaer configuration validation rules gt lt domain id StartUp description validate sm startup configuration gt lt rule id sync description validate synch parameter gt lt operation param sync action ValidateIsNotNull gt lt rule gt lt rule id systemstart description validate system start gt lt operation param system start action ValidateIsNotNull gt lt rule gt lt rule id startuprule description validate startup by combination of sync and system start gt lt condition operator and target false gt lt conditionrule id sync gt lt conditionrule id systemstart gt lt condition gt lt output type failed message failed sync and system start processes should not be started at the same the recommendation is to remove sync from configuration For further information pl
24. a ER ea 3 0 REEE TN a a 38 Connect to Database dialog box 0 0000 e cece eee eeeeeeeeees 38 Connect to SM Server dialog box 0000 e cece ee eeeeeeeeees 39 Commandaine Mode cecilia illes Stee ek 39 Command References e 41 Service Manager Runtime commands SM 2 22 2 e cece cece ee eeeeeeeeeeeeed 41 Extended Service Manager commands esM 0 2 e cece eee eeeeeeees 42 Configuration commands conf 2 22 2 2 eee eee cece e cece ee eecceceececeeseeeeeed 44 Database commands db 2 5 0nd oles serene ear icon strict ss 45 Operating System commands OS 46 Web Service commands WS 000000060001000000011000 1100110 01n1rraai iiiar nnann 48 Save commands Savel 48 Set COMMANAS SCL invicta der di alot tt ards ae tee de asa id tt Sd 50 Rur commands TUN 22d tod 50 Clear commands clean conoce 52 Help command help 0 2222 e cece cece cece ccc ccc cece cece cece eee nn 52 HP Service Manager 9 34 Page 5 of 65 Troubleshooting help topics for printing dlogparaMeter tacita ld lia 52 Configuration Validation Rues 0000000000 a aaao aooaa darana aai eana 53 Configuration rule Tile stand a ea ho el ee a LA ae DEEE 53 Considerations for updating the rule Tile 53 yaldaton 0 cor a tg dd A E US 54 CmdOnDemand Xml pierce ce 23o ddr co bio sio tice lean ee Yoon Rites dune BeBe Iona basta aed 55 HTML Log Snippets 22 e cece cece cece cecececccsccececceeeees 57 Rule Configur
25. art it if you are running an express client or are logged on from the server using HP Service Manager Click Start Scheduler Click the entry for scauto startup If the SC AUTO agent is active and you still do not receive a page Stop kill the agent by placing a lowercase letter k in the command column beside agent Click Execute Commands m Send a new page and check the event output queue for new events with a type of page If a new page event is added to the queue restart the SCAUTO agent After the page is sent the event is deleted if the d flag is set or updated Troubleshooting clients This section provides some basic information about how to anticipate and correct issues related to the web client This includes the following issues HP Service Manager 9 34 Page 27 of 65 Troubleshooting help topics for printing Troubleshooting e Workflow diagrams are not displayed when Service Manager is accessed from the web client e Cannot automatically log in to Service Manager from the web client e The imageCapture application does not run in the MySM home page e Unable to view an attachment from the web client Troubleshooting workflow diagrams are not displayed in the web client Workflow diagrams cannot be displayed when HP Service Manager is accessed from the web client Per Federal Desktop Core Configuration FDCC restrictions the Java applet is not allowed to run in Internet Zone Follow either of these two
26. ating HP Service Manager 9 34 Page 19 of 65 Troubleshooting help topics for printing Troubleshooting Troubleshooting lister Use the following procedure to troubleshoot lister 1 Verify lister status and configuration 2 Regenerate obsolete lists 3 Rebuild every list in the system Note This procedure assumes you have properly modified and linked your forms Troubleshooting ODBC error when running Crystal Reports Crystal Reports cannot sort on fields that contain SQL reserved words such as group If you receive an ODBC error when running a sort operation in Crystal Reports then one of the fields in your query contains a SQL reserved word Review the SQL query and identify any fields that contain a SQL reserved word For example you will receive an error if you attempt to sort on the field cm3rm1 group because it contains the SQL reserved word group Tofix the error you can create an alias field in the database dictionary to remove the SQL reserved word For example you can create the alias field cm3rm1 group_alias that is an alias of the original field cm3rm1 group Troubleshooting Knowledge Management This section provides some basic information about anticipating and correcting issues related to Knowledge Management Some of these issues include e Difficulties displaying all of the buttons when a display screen uses a resolution setting of 1024x768 e Providing the correct path information for the search engine
27. ation Feedback If you have comments about this document you can contact the documentation team by email If an email client is configured on this system click the link above and an email window opens with the following information in the subject line Feedback on Troubleshooting help topics for printing Service Manager 9 34 Just add your feedback to the email and click send If no email client is available copy the information above to a new message in a web mail client and send your feedback to ovdoc ITSM hp com We appreciate your feedback HP Service Manager 9 34 Page 64 of 65
28. ation File Snippets 0 00000022 c cece cece cece ccc ccc ccc ccc cece cece cece eeeeeeeees 58 Eror RelerengoS iat anne A 2 d 4 tt LOM RAINE Met Loe EAL ARMAS EE EER eno a 60 Troubles hooting z vitral il teagan ee ee ee 63 Send Documentation Feedback 64 HP Service Manager 9 34 Page 6 of 65 Troubleshooting The HP Service Manager troubleshooting section contains the following resources to help you troubleshoot Service Manager issues HP Service Manager 9 34 Page 7 of 65 Troubleshooting The section lists the troubleshooting topics available for the specified area of Service Manager These areas include e Troubleshooting Server startup below s Troubleshooting Common database errors on page 14 e Troubleshooting Knowledge Management on page 20 s Troubleshooting Event Services on page 21 s Troubleshooting clients on page 27 Troubleshooting Server startup This section provides some basic information about anticipating and correcting issues related to server startup Some of these issues include e Server will not start s Bad version number in class file s Failed to initialize or attach to shared memory environment Windows only e Unable to attach to shared memory Linux only e Java buffer size errors occur in the server log Troubleshooting Server will not start Possible causes e incorrect configuration e incorrect database password e unsupported JRE version HP Service Manager 9 3
29. d as online help in a web browser some topics may not be formatted properly Some interactive topics may not be present in this PDF version Those topics can be successfully printed from within the online help HP Service Manager 9 34 Page 3 of 65 Troubleshooting help topics for printing Contents Troubleshooting 7 Troubleshooting 8 Troubleshooting Server startup occ 8 Troubleshooting Server will not Stant 8 Troubleshooting Bad version number in class Tile 9 Troubleshooting Failed to initialize or attach to shared memory environment Windows ONV epoch ses et A a ee 9 Troubleshooting Unable to attach to shared memory HP Service Manager may be damaged error Linux only 2 222 220 02 ccoo coco 12 Troubleshooting Java buffer size errors occur when starting Service Manager AIX only 14 Troubleshooting Common database emors aiana anannanaannni 14 Messages Cannot Find SQL Server Error Connecting to servername 15 Message Corresponding Join Not Defined eee cece cece eeeeeceeeeeeeeees 15 Messages Error opening the Core ir file in read mode 22 eee eee ee eee 16 Troubleshooting Database debug 2 ooo eee 17 Troubleshooting Interpreting debugdbquery output 2 eee eee 17 Troubleshooting Power outages and hardware rallie eee eee 18 Troubleshooting Slow execution of queries 2 2 2 2 eee eee ee eee cece cece e ee 18 Troubleshooting Connectin
30. d version number in class file The Service Manager server requires a Java 6 run time enviroment JRE to start If the server does not start and you receive a Bad version number in class file error message then your system does not have the proper version of the JRE installed Service Manager installations on Windows and Linux should already include the proper JRE necessary to start the server If you receive this error on a Windows or Linux system you may need to reinstall the server to get the proper JRE version Installations on systems running AIX HP UX or Solaris require you to provide your own JRE Install a Java 6 JRE as directed by the HP Service Manager Installation Guide Troubleshooting Failed to initialize or attach to shared memory environment Windows only If the Service Manager server does not start and you receive a Failed to initialize or attach to shared memory environment error message then your Windows system has one of two issues HP Service Manager 9 34 Page 9 of 65 Troubleshooting help topics for printing Troubleshooting e Thereis not enough free contiguous memory available to initialize Service Manager e The address Service Manager attempted to use for shared memory was already in use by a shared library DLL dynamic memory heap or another data structure Review the sm log file and search for one of the following RTE error messages Type of error Error Message Insufficient free RTE E Error 8
31. ds that require options or that return no command results such as sm version log version txt and sm httpport XXX The timeout for Service Manager Runtime commands is 50 seconds Option Description Usage reportstatus Retrieves the Service Manager status sm reportstatus reportlbstatus Retrieves the Service Manager load balancer status sm reportlbstatus reportcache Retrieves the Service Manager cache data sm reportcache reportipc Retrieves the semaphore data sm reportipc reportlocks Retrieves the lock status sm reportlocks reportlic Retrieves the Service Manager license status sm reportlic version Retrieves the Service Manager version sm version Note e Always available regardless of whether the Service Manager service is running or not e Currently supports the reporting of versions 7 1x and 9 30 appversion Retrieves the Service Manager application version sm appversion HP Service Manager 9 34 Page 41 of 65 Troubleshooting help topics for printing Option Description Usage Verifies the database connection sm sqlverifyconnection sqlverifyconnection reportshm Retrieves the Service Manager shared memory sm reportshm reportsem Retrieves the Service Manager semaphore sm reportsem all Runs all Service Manager Runtime commands at one sm all time and returns the results in the output help Displays Help information sm help Note If the help option is used together with other options onl
32. e English characters as they take up twice as much storage space Also Microsoft SQL Server has a limitation of 8060 bytes per row in a single table Troubleshooting Problems viewing buttons For some monitors when the display screen is set to 1024x768 resolution the toolbar buttons preview approve internal and submit for approval do not appear on the toolbar Also the buttons in the toolbar of the Contribute Document form do not fit properly on the toolbar They overlap Workaround On the affected forms the drop down option menu has the buttons available Troubleshooting Event Services The problems and solutions described in the troubleshooting section provide some assistance with configuring and using Event Services In some cases the problem described may not match exactly the problem you are experiencing but your problem may be exhibiting similar symptoms In these case parts of the solutions described may be useful in resolving the issue you are having Troubleshooting Having incident events processed separately Can l have my incident events processed separately so they are not held up by other events 1 Copy the event agent to a new agent called for example probevent 2 Copy the associated info record substituting probevent for event HP Service Manager 9 34 Page 21 of 65 Troubleshooting help topics for printing Troubleshooting 3 Modify the query field for the event agent to read evtype pm 4 Modif
33. e Status shows Started but there will be error messages in the sm log file and clients will not be able to connect e If you set your connection parameters by hand and then start Service Manager from the operating system command prompt then here will be error messages in the sm log file for Windows and the smconfig log file for UNIX The following messages in smconfig log or the sm log files indicate that you are trying to connect your HP Service Manager server to an Oracle database version 10 1 or earlier On Windows systems RTE E Could not load DLL sgoracle oci1 DLL RTE E Error 127 in call LoadLibrary The specified procedure could not be found RTE E Failed to load library sqoracle oci10 DLL RTE E Failed to load SQL client shared libraries terminating On Unix systems RTE I Command line lt ServiceManager_install_directory gt RUN smserver sqlverifyconnection log lt path to log files gt smconfig log RTE E Could not load shared library sqoracle oci1 so RTE E ld so 1 smserver fatal relocation error file sqoracle oci1 so symbol OCIClientVersion referenced symbol not found RTE E Could not load shared library sqoracle ocil0 so RTE E I1d so 1 smserver fatal relocation error file lt ServiceManager_instaLl_ directory gt RUN sqoracle ocil0 so symbol OCIClientVersion referenced symbol not found RTE E Failed to load library sqoracle oci1 so RTE E Failed to load SQL client shared libraries termin
34. e because SSL is enabled you can start a SSL disabled process to run this command SM Doctor does not support this database This command is limited to xxx Keytool error happened by checking xxx Only vertical scaling setting is found local host ping tracert is skipped Keyfile lt filename gt does not exist Parameter lt parameter gt is not configured Sql plus is not found please set its path in lt variable gt Page 62 of 65 Troubleshooting Issue 1 Environment setting issues leading to coredump Symtoms The coredump happens with the following error messages usr lib dld sl Bad magic number for shared library lt library gt usr lib dld sl Exec format error Resolution Verify that the database driver path is set correctly in the corresponding library path environment variable and that the driver exists in the specified path Issue 2 db version command returns wrong results on DB2 Symtoms The following database connection error message is displayed when database connection fails for db version on DB2 100012 Database driver cannot be loaded please double check LIBPATH and make sure 32 bit lib exists and is ahead of 64 bit Resolution Run db21evel under db2 command shell directly to get database information if necessary This is to be fixed in next release since db2 version information could be returned when connection fails HP Service Manager 9 34 Page 63 of 65 Send Document
35. ease refer to Configuring a horizontal scaling environment on help server gt lt output type success message success sync and system start are not set both gt lt rule gt lt domain gt SM_Configuration_Rule xsd snippet lt xs complexType name rule_type gt HP Service Manager 9 34 Page 58 of 65 Troubleshooting help topics for printing lt xs sequence gt lt xs element name condition minOccurs 0 type condition type gt lt xs unique name NoRepeatConditionRule gt lt xs selector xpath conditionrule gt lt xs field xpath id gt lt xs unique gt lt xs element gt lt xs element name operation minOccurs 0 type operation_type gt lt xs element gt lt xs element name output minOccurs maxOccurs unbounded type output_type gt lt xs element gt lt xs sequence gt lt xs attribute name id type xs string use required gt lt xs attribute name description type xs string use optional gt lt xs attribute name mode use optional gt lt xs simpleType gt lt xs restriction base xs string gt lt xs enumeration value multiple gt lt xs enumeration value single gt lt xs restriction gt lt xs simpleType gt lt xs attribute gt lt xs complexType gt HP Service Manager 9 34 Page 59 of 65 Error References The following table lists the possible errors that the Service Manager Doctor commands may return Error Code 1
36. elp dlog Description Retums the preference operation response Note Returns responses through HTTP server ports Runs all Web Service commands at one time and returns the result in the output Note Only one option is defined for the Web service command group now Displays Help information Note If the help option is used together with other options only Help information is returned Outputs the command result to html and txt files Save commands save Save commands save required files on the Service Manager server Service Manager Doctor can save up to 10 Service Manager Doctor logs and each log can have a maximum of 1 megabyte in size The timeout for Save commands is 50 seconds HP Service Manager 9 34 Usage WS getpreferences ws all ws help ws all dlog Page 48 of 65 Troubleshooting help topics for printing Option report ini cfg lib endorsed run ssoconfig logs smdlog udp udpcluster licfile clientcfg tnsnames dbschema all help Description Saves html and txt reports in the current directory Saves the ini file in the current directory Saves the cfg file in the current directory Saves the list of files in the lib folder in the current directory Saves the list of files in the endorsed folder in the current directory Saves the list of files in the RUN folder in the current directory Saves the SSO configuration file in t
37. ernet Explorer HP Service Manager 9 34 Page 29 of 65 Troubleshooting help topics for printing Troubleshooting Troubleshooting web client fails to automatically log in to Service Manager Trusted sign on TSO uses the current user s domain login name and password to log on In the Internet Explorer security setting only the Local intranet and Trusted sites security zones allow automatic logon However the HP Service Manager web serveris probably not identified as a local intranet or trusted site Refer to Solution 1 in Troubleshooting workflow diagrams are not displayed in the web client on page 28 to solve this issue Troubleshooting imageCapture does not run in the MySM home page Per FDCC restrictions Java applets are not allowed to run in the Internet Zone Refer to the solutions that are described in Troubleshooting workflow diagrams are not displayed in the web client on page 28 to resolve this issue Troubleshooting unable to view an attachment from the web client Why can not open an attachment in a record for example an incident record from the web client The getAbsolutePath function in Attachment java returns the full paths of attachments The web tier supports long full paths greater than 255 characters for attachments when running on Linux Unix or Windows with an NTFS file system not a FAT file system Ifthe web tier is running on Windows with a FAT file system and if the attachment file fu
38. escription SM runtime status gt lt param name reportcache description SM cache status gt lt param name reportipc description SM semaphore use gt lt param name reportlocks description SM lock information gt lt param name reportlic description SM licence information gt lt param name version description SM version gt lt param name verifylic description SM verify license gt lt param name appversion description SM application version gt lt param name reportshm description SM shared memory gt lt param name reportsem description SM semaphore gt lt param name sqlverifyconnection description SM verify DB connection gt lt command gt lt Any command or script should be under RUN directory to be run with SM doctor more entries could be added like below lt command name supportTool sh description Integration with existing support tool to trace system information gt gt lt commands gt To add a new command to the CmdOnDemand xml file follow these steps 1 Open the CmdOnDemand xml file in a text editor 2 Add more entries similar to lt param name version description SM version gt 3 Add the required Service Manager command parameters in the name attribute 4 Add the command description in the description attribute which will be used for HTML TEXT report generation HP Service Manager 9 34 Page 55 of 65 Troubleshooting help t
39. eturn to the original configuration if needed 3 Open Service Manager and compare the settings in the JOINDEF and ERDDEF tables to this linking scheme You may need assistance from your administrator to confirm this task Ensure that the following criteria apply The joins match exactly The join in Service Manager is unique no other join connects the same tables in a different manner Stop and then restart the Service Manager server after creating the join Note Modify the JOINDEF and ERDDEF tables in Service Manager with caution and only with prior approval from an administrator Messages Error opening the Core ir file in read mode Error message text Error opening the Core ir file in read mode To correct the error and regenerate the IR indexes 1 Click Tailoring gt Database Manager 2 Select Administration mode 3 Type core in the Table Name field and then click Search 4 Select a record to edit 5 Open the More Actions menu and choose Regen Note This option does not appear for files that contain no data records 6 You are prompted to confirm this regen action Click OK to confirm this regen and erase all records in this file Click Cancel to cancel the regen Click Schedule clock to schedule the regen to perform at a designated time Note If you clicked OK the regen performs immediately in the foreground When completed Service Manager displays a message confirming the time date of the file re
40. folder 2 Open the following file in a text editor SM_SERVER_DIR RUN udp xml in vertical scaling deployment mode or SM_SERVER_DIR RUN udpcluster xml in horizontal scaling deployment mode 3 Change these parameter values from ucast_recv_buf_size 20000000 mcast_recv_buf_size 25000000 to a value less than or equal to 8388608 for example ucast_recv_buf_size 8000000 mcast_recv_buf_size 8000000 4 Restart the Service Manager server The Jave buffer size warning messages will disappear Troubleshooting Common database errors The following list contains the most common HP Service Manager errors encountered For information on solutions to these database errors see the related topics HP Service Manager 9 34 Page 14 of 65 Troubleshooting help topics for printing Troubleshooting s Error message Cannot Find SQL Server Error Connecting to servername s Error message Corresponding join not defined s Error message Error opening the Core ir file in read mode e Power outages and hardware failure e Slow query execution Messages Cannot Find SQL Server Error Connecting to servername Message Cannot Find SQL Server and Error Connecting to servername These generic connection failure messages indicate that the Run time Environment RTE attempted to log in to HP Service Manager and either failed or received no reply See the following list for common causes and possible solutions e The Service Mana
41. formation in the patchrelversioninfo table HP Service Manager 9 34 Page 42 of 65 Troubleshooting help topics for printing Option appbp port perf autopass apprecordcount apptablemerge HP Service Manager 9 34 Description Retrieves Service Manager Best Practice information in the bpreleaseinfo table Retrieves Service Manager server ports as returned by the netstat command Retrieves Service Manager process CPU and memory information as returned by the following system specific commands e Windows tasklist e Linux top p e Unix ps p Retrieves the Service Manager autopass version Pre 9 20 Hewlett Packard HPOvLIC About txt 9 20 and later The AutoPassJ jar version Retrieves the record count for Service Manager tables e syslog e stathistory e eventin e systemperform e systemtotals e clocks e activity Note The threshold for validation is 10 KB Retrieves Service Manager table merge information such as whether M2 or M3 tables exist for the cm3r cm3rpage cm3t and incidents tables Usage esm appbp esm port esm perf esm autopass esm apprecordcount esm apptablemerge Page 43 of 65 Troubleshooting help topics for printing Option appfieldmigration appgloballistblobcount keystore pingclusternodes all help dlog Description Retrieves information about certain fields e The approval and
42. g to Oracle 0000 e cece ee eeeeeee 19 Troubleshooting Ster e cece cece ee cccecccccececeeeeeeees 20 Troubleshooting ODBC error when running Crystal Repos 20 Troubleshooting Knowledge Management 2 222222 eee e cece cece cece cece cece ceeeeeeeeee 20 Troubleshooting Cannot support true multilingual capabilities when using Microsoft SQLSCIVON A ARAR ctra iaa 20 Troubleshooting Problems viewing buttons 202222222 cece cece cece cece cece cece ce eee eee 21 Workaround o citrico e ee deed d2aniGaaded wosmteeoiShesiaee eos 21 Troubleshooting Event Services 00 00 22 e cece eee arraia raoran nannan 21 Troubleshooting Having incident events processed separately 2222222 21 Troubleshooting Sending test notifications to external programs after installing SCAuto 22 Troubleshooting No problems opening with pmo records in Event Input queue 22 Troubleshooting Not receiving email after opening a problem 23 Troubleshooting Sending email only when opening emergency problems 24 Troubleshooting Setting the category for incidents opened using email 25 Troubleshooting Testing fax message transmission L L eee eee ee eee eee 26 HP Service Manager 9 34 Page 4 of 65 Troubleshooting help topics for printing Troubleshooting Verify mail sent to myself was received 2 ec ee ceeeeeeeccceeeeeees 26 Troubleshooting Sending test reports to externa
43. gen and the removal of all records Note The asterisk at the beginning of a message indicates there are additional messages related to this operation HP Service Manager 9 34 Page 16 of 65 Troubleshooting help topics for printing Troubleshooting 7 View all messages 8 Read the messages and identify any errors that occurred during the operation Troubleshooting Database debug You can add the debugdbquery parameter to the sm ini file to allow the server to run the database debug utility You can then use Microsoft Excel to sort the query results Examples s To show all database access use the following syntax debugdbquery 999 s To show all queries that exceed n number of seconds use the following syntax debugdbquery n Troubleshooting Interpreting debugdbquery output Output from the Database debug query parameter debugdbquery writes to the sm log file The messages written to the sm log file contain several fields each separated by a caret character The sm log file is located in the following directory HP Service Manager Server logs Sample debugdbquery 999 output to the sm log file 223 02 05 2007 17 39 51 DBFIND F scmessage Oracle 10 000000 F 0 O 900000 syslanguage en and class us and message id 1 29 00000070 0000080 apm get inbox by name start 223 02 05 2007 17 39 51 DBQUERY F probsummary Oracle 18 1 000000 F 0 O 020000 hot tic true
44. ger customers e Service Manager support engineers Supported platforms This tool supports platforms that are allowed in the Service Manager server compatibility matrix For details see HP Support matrices on the Software Support Online site Supported Service Manager versions 7 1x and 9 x Modes The Service Manager Doctor Tool can run in two modes e Command line e Graphic user interface only on Windows Running Service Manager Doctor Run the following command in the smdoctor folder directly under the server installation directory to start the tool in GUI mode only for Windows smdoctor_gui bat Run one of the following commands in the smdoctor folder directly under the server installation directory to start the tool in command line mode smdoctor bat for Windows HP Service Manager 9 34 Page 33 of 65 Troubleshooting help topics for printing smdoctor sh for UNIX Linux When running Service Manager Doctor commands with logging enabled the tool generates a SMDoctor_Report_ lt hostname gt html and SMDoctor_Report_ lt hostname gt txt logs in the current directory where lt hostname gt is the host name of the Service Manager server For example run all dlog or run all zip HP Service Manager 9 34 Page 34 of 65 Product Overview This section describes the usage of the Service Manager Doctor Tool Information collected This tool collects thefollowing types of information e SM server config
45. ger server is not running Ensure that the server is running and then attempt to connect using the Service Manager client e Your login information is incorrect On failure Service Manager prompts you to re enter your login information Ensure that you enter the correct case sensitive login and password For future login attempts you can optionally modify program options to automatically set them to the correct information e The number of valid Service Manager licenses are already in use Service Manager accepts a set number of concurrent users depending on your license agreement If all available licenses are in use Service Manager rejects your login Contact your Service Manager administrator to confirm the number of licenses available Message Corresponding Join Not Defined Message Corresponding Join Not Defined This message indicates that the report is attempting to join multiple tables that have not been properly joined in the database When designing reports linking tables using the application is not sufficient to create a join You must also configure Service Manager with the equivalent values To join the tables 1 Inspect the joined tables in your application Arrows should connect to only the fields that you want to join between the tables HP Service Manager 9 34 Page 15 of 65 Troubleshooting help topics for printing Troubleshooting 2 Make an unload of both tables before making modifications so that you can r
46. he RUN folder in the current directory Note This file does not always exist Saves all logs generated for Service Manager Saves all Service Manager Doctor logs Note Service Manager Doctor logs are not collected by the run all command Saves the udp xml file Saves the udpcluster xml file Saves the LicFile txt file Saves Windows client configurations if a Windows client is installed on this machine Saves the tnsname ora file for the Oracle database Saves the output file SM_schema sql of the db schema command for the Oracle database Runs all Save commands at one time and returns the result in the output Displays Help information Note If the help option is used together with other options only Help information is returned HP Service Manager 9 34 Usage save report save ini save cfg save lib save endorsed save run save ssoconfig save logs save smdlog save udp save udpcluster save licfile save clientcfg save tnsnames save dbschema save all save help Page 49 of 65 Troubleshooting help topics for printing Set commands set The Set command group now includes only one command that sets the dlog parameter Option Description dlog Enables or disables the dlog option for all commands However the dlog option specified in each command overrides this setting schemacheck Enables or disables database schema check for the
47. igured by set dlog false and set dlog Q Note The reason why you may use the dlog parameter instead of log is that the log parameter itself is a valid parameter of Service Manager HP Service Manager 9 34 Page 52 of 65 Configuration Validation Rules This section describes the usage of validation rules in the Service Manager Doctor Tool Configuration rule file Caution It is not recommended that you edit the configuration rule file manually in this version of the tool The configuration rule file is an XML file with predefined rules that are used to validate Service Manager server configurations All configuration information is based on the sm ini and sm cfg files where sm cfg is prioritized higher than sm ini The elements of the configuration rule file include source domain rule condition conditonrule operation and output Configuration rules for all configurations should be defined within the configuration source Configuration rules used for specific validation should be defined within a specific domain There can be multiple domains within each source and multiple rules within each domain See Rule Configuration File Snippets on page 58 Considerations for updating the rule file e This tool includes an SM_Configuration_Rule xsd file to maintain the integrity of the rule file Detailed messages are displayed in the validation results including information about the row column and other violation specifics
48. it until the problem agent recycles Verify the following and then wait for the event processor to recycle The event schedule record exists The Class field has a value of event The Status field has a value of rescheduled If there is an active event agent check the Event Registration table m Are there entries for Event pmo with a Type of input m Is the Execute Condition true m Verify the content of the pmo registration Verify there are event maps matching the Event Map Name values in the registration record The same rules apply to all event types not just pmo Verify that you have provided an active category Troubleshooting Not receiving email after opening a problem Why am I not receiving email even after installing HP Service Manager and opening a problem To troubleshoot this problem 1 Verify you are a member of the assignment group for the problem If not you will not receive notification of any kind Determine whether you are attempting to send email to yourself when you open a problem HP Service Manager does not send email to the individual who is opening updating or closing a problem regardless of their membership in the assignment group Log on to HP Service Manager as someone else Open a new problem Determine whether the operator to whom you are sending email has an email address specified in his or her operator record Ensure it is correct Check the Message Class file for External E
49. itable memory address The current best practice is to only specify a shared_memory_address value if the automatic assignment fails After this type failure the system will scan your system memory searching for a memory range that is large enough to contain Service Manager s shared memory If the scan finds a suitable memory range it lists it in the log file with the following RTE information messages 6116 2716 03 05 2010 11 06 41 RTE E shmat MapViewOfFileEx failed 6116 2716 03 05 2010 11 06 41 RTE E Error 487 in call MapViewOfFileEx Attempt to access invalid address HP Service Manager 9 34 Page 10 of 65 Troubleshooting help topics for printing Troubleshooting 6116 2716 03 05 2010 11 06 41 RTE E sm_init shmat 516 0x73000080 O failed for size 67108864 and key 0x2A02E500 6116 2716 03 05 2010 11 06 41 RTE I List of possible shared_memory_address parameter settings for a shared memory size of 67108864 64 MB 6116 2716 03 05 2010 11 06 41 RTE I Free range 0x7FFF0000 0xFFFADOGO size 2147209216 2047 MB 6116 2716 03 05 2010 11 06 41 RTE I Preferred shared_memory_ address 0x80000000 6116 2716 03 05 2010 11 06 41 RTE I Lowest available shared_memory_ address 0x80000000 6116 2716 03 05 2010 11 06 41 RTE I Highest available shared_memory_ address xFBFAQ000 6116 2716 03 05 2010 11 06 41 RTE I For a complete list of available shared mempory_address settings run with the debugvmmap parameter 6116 27
50. ity Zones Use only machine settings and then select disabled Close the Group Policy window For Windows Vista only Restart Vista Start Internet Explorer Select Tools gt Internet Options On the Security tab select Local Intranet or Trusted sites and then click the Sites button to open the Trusted sites window Add the address of the web client to the list Click OK two times to close the Internet Options window Refresh the web client login page Log in to Service Manager again by using the web client Note After adding the web client to the trusted sites list revert the security configurations in step 4 and step 6 Solution 2 Allow Java Applets to run in Internet Zone Follow these steps to allow Java Applets to run in Internet Zone 1 2 3 10 Log on to the computer as a local administrator Open the Windows command prompt Type the following command and press Enter to open the Group Policy window gpedit msc Double click Computer Configuration gt Administrative Templates gt Windows Components gt Internet Explorer gt Internet Control Panel gt Security Page gt Internet Zone Double click Java Permissions In the window that opens select Enabled Select High safety in the Java permissions drop down list Click Apply and then click OK to close the window Close the Group Policy window Optional For domain computers run the gpupdate force command or wait for 10 minutes Restart Int
51. k Health Check to perform health check multiple times The latest report overwrites previously generated reports However the right pane of the main console window displays all check history The Service Manager Doctor Main window is shown in the screenshot below Action Option Help Data collection has started it will take a few minutes to complete Running os diskspace job successfully finished Running os process job successfully finished Running esm apptablemerge job finished with error 100023 M2 M3 tables exist for cm3t table merge is needed Running os openfile job successfully finished Running os sharedmemory job successfully finished Running os ip job successfully finished Running os ipcs job successfully finished Running esm appbp job finished with error 100021 Best practice information is not available The table does not exist Running os udpbuffer job successfully finished Running esm apppatch job finished with error 100021 Patch information is not available The table does not exist Running esm apphotfix job finished with error 100021 Hotfix information is not available The table does not exist Running conf env job successfully finished Running conf dbtype job successfully finished Running conf dbinst job successfully finished Running esm port job successfully finished Running esm keystore job successfully finished Running esm pingclusternodes job s
52. l Runs all Web Service commands at one time and returns the results in the output Note Equivalent tows all Runs all commands at one time and returns the results in the output Note Peforms a full health check Packages all data to an sm_doctor_saved zip file which include the SM log files endorsed file list lib file list html report txt report sm cfg and sm ini Displays Help information Note If the help option is used together with other options only Help information is returned Usage run sm db run esm db run db run conf dlog run OS run WS run all run all zip run help Page 51 of 65 Troubleshooting help topics for printing Clear commands clear The Clear command group deletes log files Service Manager Doctor generated and clears the content of the current log file if the tool is still running Option Description Usage dlog Clears Service Manager Doctor logs clear dlog help Displays Help information clear help Note If the help option is used together with other options only Help information is returned Help command help The Help command displays help information dlog parameter The dlog parameter is available for all commands except the help command Adding this parameter to a command is equivalent to running set dlog true orset dlog 1 except that the parameter included in the command overrides the global setting conf
53. l programs after installing SCAuto 26 Troubleshooting Verify that the SCAuto Pager installed 0022 2 27 Troubleshooting clients e cece cece cece cece oraaa rarnana 27 Troubleshooting workflow diagrams are not displayed in the web client 28 Troubleshooting web client fails to automatically log in to Service Manager 30 Troubleshooting imageCapture does not run in the MySM home page 30 Troubleshooting unable to view an attachment from the web client 30 Contact TE SUDOR a ee al ed 31 HP Service Manager Doctor 32 A ete nee on dae eh OS Meee eee We Asbo AERA ah Sd chor a EAA 33 Target audiences 12 eee cece cece cece ce cece cece ccccccccccecceceeceeeeeeeeeeeeeeteeees 33 Supported plattonmsS lt esineen a ta he Sade idas EE 33 Supported Service Manager versions 000000000000 o aana a aonan nan nanna 33 Mode sunt e oe na bd AN EEA 33 Running Service Manager Doctor o oocccccccccccccccccccccccccccccccccccccnccnnccccncnnccnno 33 Product Overview occ a000 00000000 cece cece cece oea eaea eara aoaaa aaraa rainn 35 infomation collected sssr ias rss e a ead Ao E E EA e a N 35 EU TOO ESAE EAEE EE y A tl 35 Service Manager Doctor Main window 00 00 0000 ccc ccc cece cece eeeeeeeees 35 Report WiIndOw as ass shen 20 dadas EA a A AZ RRR RR 36 Advanced Save window 0000000000 aao addaa oaaae araara ranana nann 37 Preference dialog box 20 2 e ae na a a
54. ld lt threshold_value gt purge archive is needed M2 M3 tables exist for xxx table merge is needed This field xxx is not expected in table Oracle driver could not be loaded please make sure driver s jar exists under xxx Valuelist length of xxx keys in globallists table exceeds threshold Username or password is invalid database could not be connected File could not be saved Files could not be fully saved xxx does not exist xxx do not exist No need to save tnsnames ora for xxx Page 61 of 65 Troubleshooting help topics for printing Error Code 100033 100034 100035 100036 100037 100038 100039 100040 100041 100042 100043 100044 Description NO_CLIENT_CONF_ SAVED WEBSERVICE_AUTH_ FAIL ED WEBSERVICE _ TIMEOUT UNSUPPORTED_OS SSL_ENABLED UNSUPPORTED_DB CMD_LIMITED_TO KEYTOOL_ERROR NO_LOCAL_PING KEYFILE_NOT_EXIST PARAMETER_NOT_ EXIST SQLPLUS_NOT_FOUND HP Service Manager 9 34 Category FILEERROR WEBSERVICE ERROR WEBSERVICE ERROR SYSERROR WEBSERVICE ERROR DBERROR SYSERROR FILEERROR SYSERROR SYSERROR SYSERROR DBERROR Error Message partial Norunning sm client is detected no configuration files could be saved Username or password is invalid server could not be connected Timeout for this soap request SM Doctor does not support this operating system lt system_name gt Web service call is not don
55. ll path is greater than 255 characters you cannot open the attachment This issue is most likely to occur on WebSphere systems where the deployment path to the temp directory is prefixed by various WebSphere node name and server names and attachment file full paths are dependent on the length of WAR file name and the installation path of the web application server The following is an example of a full path to an attachment that is greater than 255 characters where the x string represents the unique directory created for each user session that handles attachment files app IBM WebSphere7 AppServer profiles AppSrv01 temp qasolariselNode01 server1 PRO D webtier 7_02 013 P3 ear_SSO HELP _SRVRPROD webtier 7_02 013 P3_ear_SSO HELP_SRVR_ HP Service Manager 9 34 Page 30 of 65 Troubleshooting help topics for printing Troubleshooting war PROD_webtier 7_02 013 P3 ear_SSO HELP_SRVRPROD_ webtier 7_02 013 P3 ear_SSO_ HELP_SRVR war attachments xxxxxxXXXXXXXXXXXXXXXXXXXXXXXXXXX Sm_attachment txt Note If you use a very long file name or folder name which causes the full path of the file to exceed 255 bytes you will not be able to delete the web application server s temporary file folder that is generated when you upload the file normally this is located in the web application server installation directory Deleting the temporary file folder will fail with a system warning message that states the file name is too long In this case follow these
56. lusion can be made that this limit parameter was set to a value that was too low and caused the failure To identify which parameter caused the problem repeat the above steps for the parameters one by one until the problem is solved When the problematic parameter is identified set it to a higher value appropriate to your Service Manager system It is difficult to provide an accurate value for each parameter The right value only depends on your system load For this reason you may need to repeat the step for each parameter and repeat until you get the correct value HP Service Manager 9 34 Page 13 of 65 Troubleshooting help topics for printing Troubleshooting Troubleshooting Java buffer size errors occur when starting Service Manager AIX only The following Java buffer size errors may occur in the sm log file when starting Service Manager on AIX Failed setting receives buffer size of 20000000 in java net DatagramSocket 49ca49ca java net SocketException There is not enough buffer space for the requested socket operation Failed setting receive buffer size of 25000000 in java net MulticastSocket 4bb 4bb0 java net SocketException There is not enough buffer space for the requested socket operation Rootcause The out of box value of the UDP receive buffer size in bytes in Service Manager is 20000000 which exceeds the maximum value 8388608 of sb_max on AIX Workaround 1 Goto the Service Manager server s RUN
57. mail records Is there one for problem open HP Service Manager 9 34 Page 23 of 65 Troubleshooting help topics for printing Troubleshooting 10 11 12 13 14 15 If not add one Verify there are records in the event output queue with a type of email If so determine whether the scemail agent or another email agent is active Use Agent Status to Check that in the event agent the Stop button should be enabled and a start time and an idle time should appear Click the Refresh button to reset idle time to 00 00 00 It should begin increasing again a Ifthe Start button is enabled and there is no start and idle Time click Start and wait until the problem agent recycles Determine if there is an output type event registration record for email If the SCEMAIL agent or another email agent is active and you still do not receive mail stop the agent Open a problem and check the event output queue for new events with a type of email If anew email event is added to the queue restart the SCEMAIL agent or another email agent When the email has been sent the event is deleted only if the keepmail parameter is turned off Note Always check the HP Service Manager Message Log and any external log files for errors All SCAutomate errors are logged with a class of event management errors Troubleshooting Sending email only when opening emergency problems How can only send email when open problems with
58. nitialization statements axtype type in faxces target if index axmail evuser in axces gt then faxtype type in faxces target if index axmail evuser in axces gt then ax action denull action in axces target axl lng ax action if index axmail evuser in axces gt then for faxpos 1 to axl do faxt axpos in ax action if axt CATEGORY then gaxtype substr axt 10 Ing faxt 9 ax action delete ax action axpos action in axces target ax action Then enter these Instructions if index axmail evuser in axces gt then category in g axces target axtype cleanup axtype cleanup axt cleanup axpos cleanup ax1 cleanup ax action HP Service Manager 9 34 Page 25 of 65 Troubleshooting help topics for printing Troubleshooting This procedure substituting other field names allows specification of any incident field values within the body of the email message as long as the map record in which the instructions are entered has a higher sequence number than that of the action or update action field Troubleshooting Testing fax message transmission To verify that the system is sending a fax message 1 Click System Administration gt Ongoing Maintenance gt Communication Utilities gt Send a FAX 2 Create a sample message 3 Click the Send FAX button 4 Click Queues gt Output Events 5 Type fax for Event Code and click Search 6 Review the event o
59. nly for UNIX process Retrieves all processes that are currently running e Unix ps ef e Windows wmic process get executablepath ipcs Retrieves the status of inter process communication Retrieves the maximum size of shared memory and the count of sharedmemory shared memory segments e Solaris sysdef e Linux sysctl n e HPUX kctune v e AIX Not available udpbuffer Retrieves the UDP buffer size e Solais ndd get e Linux sysctl n e AIX no o e HPUX ndd get all Runs all Operating System commands at one time and returns the result in the output HP Service Manager 9 34 Usage os sys os openfile OS process os ipcs OS sharedmemory os udpbuffer os all Page 47 of 65 Troubleshooting help topics for printing Option help dlog Description Displays Help information Note If the help option is used together with other options only Help information is returned Outputs the command result to html and txt files Usage os help os all dlog Note For Windows platforms x86 represents the 32 bit version and x64 represents the 64 bit version Web Service commands ws Web Service commands determine the Service Manager status by sending a simple SOAP request to the http localhost 13080 SM ui endpoint when run on the local server and checking the response The timeout for Web Service commands is 60 seconds Option getpreferences all h
60. ntent can also be captured in GUI mode where the validation result is included in the command output Retrieves the sm cfg content Note The sm cfg content can also be captured in GUI mode where the validation result is included in the command output Retrieves system environment settings returned by the env operating system command Runs all Configuration commands at one time and returns the results in the output Displays Help information Note If the help option is used together with other options only Help information is returned Outputs the command result to html and txt files Database commands db Database commands collect information about the database that Service Manager uses The timeout for Database commands is 60 seconds Usage conf dbtype conf dbinst conf ini conf cfg conf env conf all conf help conf all dlog Note If you are running these commands with an Oracle database you must create an OJDBC _ LIB environment variable on the system and set its value to the Oracle driver path for the driver to be loaded successfully HP Service Manager 9 34 Page 45 of 65 Troubleshooting help topics for printing Option Description Usage version Retrieves the database server version db version info Retrieves the server information db info SQL Server collation Oracle characterset information case sensitivity information DB2 DB configuration list
61. opics for printing Note To run external commands make sure that the target scripts or executables reside in the RUN directory Do not add param elements for additional command arguments Instead include command arguments in the name attribute of the command element We do not recommend that you run external commands that work with background processes orl O streams such as uname a R and ls lrt gt 1 txt HP Service Manager 9 34 Page 56 of 65 HTML Log Snippets The Extended Service Manager report sample is shown in the screenshot below SM Extended Information seme S a a mp ua PID RUSER CPU VSZ TIME COMMAND 2012 01 15 11 52 41 esm perf Ba Say 10754 fpeSandy 0 0 601880 01 28 home fpeSandy sm921p4 RUN smserver 10822 T 0 0670224 0735 home fpeSandy sm921p4 RUN smserver system sts 2012 01 15 11 52 43 esm yO a 0 049152 OLISTEN 2012 01 15 a ho 100021 JPatch information is not available The table does not exist 2012 01 15 11 52 43 re AP 100021 Hotfix information is not available The table docs not exis fo unexpected field is found in this table CM3GROUPSMI No unexpected field is found in this table CIRELATIONSM1 100042 Keyfile cacerts does not exist 100042 Keyfile server keystore does not exist 100042 Keyfile trustedclients keystore does not exist SYSLOGM1 126 a 478 a 0 E 0 The Database report sample is shown in the screenshot below SM Database Information
62. pen source and third party acknowledgements visit the HP Software Support Online web site and search for the product manual called HP Service Manager Open Source and Third Party License Agreements Documentation Updates The title page of this document contains the following identifying information e Software Version number which indicates the software version Document Release Date which changes each time the document is updated e Software Release Date which indicates the release date of this version of the software To check for recent updates or to verify that you are using the most recent edition of a document go to http h20230 www2 hp com selfsolve manuals This site requires that you register for an HP Passport and sign in To register for an HP Passport ID go to http h20229 www2 hp com passport registration html Or click the New users please register link on the HP Passport login page You will also receive updated or new editions if you subscribe to the appropriate product support service Contact your HP sales representative for details Support Visit the HP Software Support Online web site at http www hp com go hpsoftwaresupport This web site provides contact information and details about the products services and support that HP Software offers HP Software online support provides customer self solve capabilities It provides a fast and efficient way to access interactive technical support tools needed to manage
63. ses execution time e Use joins instead of subreports Although subreports are universal and allow greater portability over different servers they execute SQL queries against the database one time for every record For HP Service Manager 9 34 Page 18 of 65 Troubleshooting help topics for printing Troubleshooting example a report with 100 records with a subreport in the Details section executes 101 SQL statements A joined report of equivalent size executes only once e Use indexes where possible Typically the Unique key of any table is already indexed however in a join placing a key on the field used to join the two tables dramatically increases the speed to execute Add indexes only with the guidance of your HP Service Manager administrator Adding too many indexes to a Service Manager table can affect performance Troubleshooting Connecting to Oracle Service Manager supports Oracle 10 2 or later Oracle 11 2 0 2 or later is preferred For HP Service Manager details see HP Support matrices on the Software Support Online site If you try to connect Service Manager with Oracle 10 1 or earlier Service Manager will behave as follows e If you use the Configuration tool during the installation then the configuration tool will fail on Verify Connection and error messages will be displayed in the smconfig log file e If you set your connection parameters by hand and then start Service Manager as Windows Service the Servic
64. solutions to solve this issue Note The solutions described in the following section provide some assistance with configuring Internet Explorer security settings and Java permissions on a single computer only To apply the solutions to multiple computers the system administrator should manage to perform batch operations Solution 1 Add the address of the web client to the Local intranet Zone setting or the Trusted sites Zone setting recommend Per FDCC restrictions the security settings of Internet Explorer are locked by default and the users cannot change these settings Follow these steps to unlock and change the Internet Explorer security settings 1 Logon to the computer as a local administrator 2 Open the Windows command prompt 3 Type the following command and press Enter to open the Group Policy window gpedit msc 4 Double click Computer Configuration gt Administrative Templates gt Windows Components gt Internet Explorer 5 Double click Security Zones Do not allow users to change policies and select Not configured 6 Click Apply and then click OK to close the window 7 Double click Security Zones Do not allow users to add delete sites and then select Not configured 8 Click Apply and then click OK to close the window HP Service Manager 9 34 Page 28 of 65 Troubleshooting help topics for printing Troubleshooting 10 11 12 13 14 15 For Windows Vista only Double click Secur
65. ted The time required to read data records and extract the key values needed for sorting This is only necessary if a key satisfying the requested sort order does not exist The time required to sort all data records matching the query This is only necessary if a key satisfying the requested sort order does not exist Troubleshooting Power outages and hardware failure Ensure that procedures are in place that provide continuous power in the event of a power outage or hardware failure In the event of a power outage or hardware failure transactions written to the log file are compromised and cannot be retrieved If a backup process is running when the outage occurs use your RDBMS tools to check the validity of the backup Troubleshooting Slow execution of queries Slow query execution time is usually related to hardware and network limitations or report design After eliminating hardware or network limitations as a source of the slow response time you can apply the following suggested tips to your report designs to speed execution e Limit the number of records kept in a database table such as avoid saving several years of incident records in a single database table The more records that are kept in a file the larger the index is The larger the index is the slower queries run s Limit sorting layers If the raw SQL contains more than two ORDER BY statements the processing time increases Each ORDER BY statement significantly increa
66. ts please use this option with other options when results are returned env System environment settings he lp information for conf commands Note If the sm_doctor_saved zip file generated in command line mode is too large for shipping you can unzip the package and repackage them into smaller zip packages The sm_doctor_saved zip file has the following folder structure J prann a Ly cfgLog E udpcluster xml E udp xml SMDoctor_Report_qlu3 bd Y SMDoctor_Report_qlu3 html SM_RUN_FILE_LIST txt SM_LIB_FILE_LIST txt SM_ENDORSED_FILE_LIST txt sm ini sm cfg LicFile bd HP Service Manager 9 34 Page 40 of 65 Command References This section describes the usage of commands when you are running the Service Manager Doctor Tool in command line mode The command line mode of Service Manager Doctor provides 10 groups of commands When you try to run an invalid Service Manager Doctor command the command line mode returns an error message For more information see Error References on page 60 Service Manager Runtime commands sm Service Manager Runtime commands allow you to run regular Service Manager commands in the Service Manager Doctor Tool Therefore you can use this command line mode as a command line console except that it provides tool specific commands For example you can run sm reportcache reportlocks to check both the cache and locks in one single command We do not recommend that you run comman
67. uccessfully finished Running db list job successfully finished Running esm perf job successfully finished s Running esm autopass job successfully finished H P Se rvice Ma nage r Softwa re Running db timezone job successfully finished Enterprise Service Management Running db schema job finished with error 100039 This command is limited to Oracle Running db info job successfully finished Running db version job successfully finished Running esm javaversion job successfully finished Running esm appfieldmigration job successfully finished Running esm apprecordcount job finished with error 100022 The record count in table STATHISTORYM1 exceeds threashold 10000 purge archive 2010 Hewlett Packard Development Company L P is needed o ee Diagnostic Actions Automatically Collect Service Manager Data Used for Support Purpose Automatically Validate Service Manager Configuration Report window The GUI mode shows the report in the Report window HP Service Manager 9 34 Page 36 of 65 Troubleshooting help topics for printing T Sn X Sweepers atenci n HP Service Ma Doctor n _ m Service Manager Doctor Ver9 40 Report Created 2012 06 04 14 20 25 Note The whole line will be highlighted in red if the result violates any predefined rules or unexpected errors occurred Table Of Content e SM Application Information e SM Extended Information
68. urations and reports e Operating system configurations e Database configurations on the database server e Service Manager server logs e List of files in the SM_HOME RUN SM_HOME RUN 1ib endorsed and SM_HOME RUN lib folders e Additional configurable data collected by third party tools such as supportTool sh and generateSchema sql GUI mode Follow these instructions when running the Service Manager Doctor Tool in GUI mode Service Manager Doctor Main window The GUI mode of the Service Manager Doctor Tool allows you to easily perform a full health check with a simple click and then it displays a detailed health report in a new window Additionally you can use the Actions menu item to save certain files from the Service Manager server including these options e sm ini s sm cfg e Service Manager logs e List of files in the SM_HOME RUN folder e List of files in the SM_HOME RUN 1ib folder e List of files in the SM_HOME RUN 1ib endorsed folder e Iwssofmconf xml HP Service Manager 9 34 Page 35 of 65 Troubleshooting help topics for printing s SM client configuration e licfile txt e udp xml e udpcluster xml e All these types of information available with a Save all above items option In a complex vertically scaled configuration the Service Manager Doctor Tool parses the sm ini and sm cfg files to locate all possible logs that are scattered on the server and packages them into a zip file You can clic
69. utput queue Troubleshooting Verify mail sent to myself was received How do know that mail sent to myself was received To troubleshoot this problem Click Mail gt All Mail Your message should appear in the list of email messages Troubleshooting Sending test reports to external programs after installing SCAuto To test sending an incident report to my external program once SCAuto SDK is installed 1 Click System Administration gt Ongoing Maintenance gt Communication Utilities gt Write an Output Event 2 Select Incident Management 3 Click Write Event 4 Note the incident number 5 Click Queues gt Output Event HP Service Manager 9 34 Page 26 of 65 Troubleshooting help topics for printing Troubleshooting 6 Search for an event with a event code of pmo The Event Services Output Queue should include the test incident report you generated Troubleshooting Verify that the SCAuto Pager installed To quickly test whether the SCAuto Pager is properly installed 1 Click System Administration gt Ongoing Maintenance gt Communication Utilities gt Send a Page Create a sample page message Click the Page button If you are not paged within a minute or two ensure the SCAUTO agent is active Use the following procedure to do so Click the Status button on the HP Service Manager main menu to verify that there is an entry in the User Name column for SCAUTO If SCAUTO is not active you can st
70. when it is installed on a separate server Troubleshooting Cannot support true multilingual capabilities when using Microsoft SQL server Microsoft SQL Server does not offer a UTF 8 code page Regular data types such as VARCHAR CHAR or TEXT use single byte code pages such as Microsoft Windows 1252 or double byte code pages such as Shift JIS but they cannot hold characters out of multiple regions Microsoft SQL Server uses a specific collation per language and allows one collation per database For example if you set collation for Chinese you cannot store Japanese characters in the database HP Service Manager 9 34 Page 20 of 65 Troubleshooting help topics for printing Troubleshooting Note This is not a problem for Oracle or DB2 since they are plain UTF 8 based Workaround Example Shift JIS allows you to store English and Japanese characters but not Cryllic or Portuguese characters On the other hand Microsoft Windows 1251 allows you to store Cryllic characters but not Japanese If you have a requirement to store special characters from many different languages you should use the Microsoft SQL Server data types NVARCHAR NCHAR or NTEXT instead of VARCHAR CHAR or TEXT These data types use UTF 16 as a code page and therefore are capable of storing special characters from many different languages Caution Be careful to use these data types only for fields that should be localized and not for fields that will only us
71. y Help information is returned dlog Outputs the command result to html and txt files sm all dlog Note The sm commands listed in the table above except the al1 help and dlog options are enabled by default and will be run when you run the sm all or run sm command These sm commands are defined in the CmdOnDemand xml file You can edit this file to enable additional commands to be run The CmdOnDemand xml file can even include commands to launch external diagnostic tools For example the Service Manager Doctor tool is shipped with a shell script tool supportToo1 sh which collects diagnostic information such as stack traces of core system files logs and configuration files and saves it in a HOSTNAME_smsupport tar file See CmdOnDemand xml on page 55 for more information Extended Service Manager commands esm Extended Service Manager commands return Service Manager specific information that the current Service Manager Runtime commands may not return but is helpful for diagnosis The timeout for Extended Service Manager commands is 60 seconds Option Description Usage javaversion Retrieves the Java runtime environment version of esm javaversion the Service Manager server the JRE version in the Service Manager RUN directory apppatch Retrieves Service Manager application patch esm apppatch information in the patchrelversioninfo table apphotfix Retrieves Service Manager application hotfix esm apphotfix in
72. y the query field for the probevent agent to read evtypett pm Troubleshooting Sending test notifications to external programs after installing SCAuto To send a test notification of a new device to my external program after installing SCAuto 1 Click System Administration gt Ongoing Maintenance gt Communication Utilities gt Write an Output Event 2 Select Configuration Management 3 Click Write Event 4 Note the event type 5 Click Queues gt Output Event 6 Search for an event with a event code of icma The Event Services Output Queue should include the test item you generated Troubleshooting No problems opening with pmo records in Event Input queue Why are no problem records opening even though there are pmo records in the Event Input queue To troubleshoot this problem 1 Verify the records in the queue have processed If the records have processed there should be no Event Time value The Status field should contain a value Any messages should appear in the Messages field 2 Verify there is an active event agent Inthe event agent the Stop button should be enabled and a start time and an idle time should appear Click the Refresh button to reset the idle time to 00 00 00 It should begin increasing again HP Service Manager 9 34 Page 22 of 65 Troubleshooting help topics for printing Troubleshooting a Ifthe Start button is enabled and there is no start and idle time click Start and wa

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