Home

Troubleshooting help topics for printing - WSP

Contents

1. 59 Considerations for updating the rule file 59 Validation results ose AA pi oe e EIDEM ee ie oo 60 CmdOnDemand xml aaa 61 HTML Log Snippets aaa aaa 63 Rule Configuration File Snippets aaa 64 Error References IK MA BA 66 Troubleshooting 22 mee a pa atlases e ante eat sa aceia Dee das iapa intaia 220 200 dI I ESSEN 69 Send Documentation Feedback coca 70 HP Service Manager 9 40 Page 6 of 71 Troubleshooting The HP Service Manager troubleshooting section contains the following resources to help you troubleshoot Service Manager issues Troubleshooting on page 8 HP Service Manager Doctor on page 35 HP Service Manager 9 40 Page 7 of 71 Troubleshooting The section lists the troubleshooting topics available for the specified area of Service Manager These areas include e Troubleshooting Server startup below Troubleshooting Common database errors on page 15 e Troubleshooting Knowledge Management on page 21 e Troubleshooting Event Services on page 23 e Troubleshooting clients on page 30 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 e Bad version number in class file e Fail
2. m 38 GUlimode s eno eo hte pot otet pala he de tact A A tat d i ab E Ad ee t a AZA MAA KAN 38 Service Manager Doctor Main window 222 0 02 eee eee ceea 38 Report WindOW lt 2 a v c nr eae ud dp Eta Dol e bacc hd eu ool raul 40 Advanced Save window KE 41 Preference dialog DOX o EE linh eI oe Ri iin rds 42 Connect to Database dialog box 43 Connect to SM Server dialog box IA Eiaa EE PESARE E EA 43 command line mode eiie Dole iin soaks dS oes 44 Command References mmmmmmmmmmm ee 46 Service Manager Runtime commands sm _ 2c cece aa haa ahaaa anaa 46 Extended Service Manager commands esm 2 22 22222220220 220 47 Configuration commands conf _ ccc eee cece cece cece eee mme me 50 Database commands db eee eee eens 51 HP Service Manager 9 40 Page 5 of 71 Troubleshooting help topics for printing Operating System commands os oo oo 52 Web Service commands ws aaa 54 Save commands save aaa aaa 54 Set commancds Set asec o eos tte ele toe air te ELO de AA EDDIE 56 Run commands run aaa 57 Clear commands clear ii IN ak 58 Help command help aaa aaa 58 dlog parameter 22250284 conch ated idee tea o a ube ids NE 58 Configuration Validation Rules aaa 59 Configuration rule file
3. Report window The GUI mode shows the report in the Report window HP Service Manager 9 40 Page 40 of 71 Troubleshooting help topics for printing m HP Service Manager Doctor SL UN NN O smeren 0 o avances Service Manager Doctor Ver9 40 Report Created 2012 06 04 14 20 25 Note The whole line will be highlighted in red the result violates any predefined rules or unexpected errors occurred Table Of Content e SM Application Information e SM Extended Information 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 Reguest Time Type Killable Waiting 004780 000011 00006020 06 04 2012 14 17 15 Exclusive Y N Resource Name schedule agent Number 0 PID Session TID Lock Reguest Time Type Kilable Waiting 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
4. 26 Troubleshooting Setting the category for incidents opened using email 27 Troubleshooting Testing fax message transmission 28 Troubleshooting Verify mail sent to myself was received 28 Troubleshooting Sending test reports to external programs after installing SCAuto 28 Troubleshooting Verify that the SCAuto Pager installed 29 Troubleshooting cents rco seen bt aguas TID t DLI OIN RTI E Side c ERI Ge 30 Troubleshooting workflow diagrams are not displayed in the web client 30 Troubleshooting web client fails to automatically log in to Service Manager 32 Troubleshooting unable to view an attachment from the web client 32 i ae ads ET pp 33 HP Service Manager Doctor _ 20 20 20 coc cece eee eee 35 Introduction ooo Lee do PI ttt ul dele alta at aula 36 Tafget audiences ose Sige kee MINER eI eie 36 Supported platforms AI aa 36 Supported Service Manager versions _ 2 222 0200 aaa 36 Modest reginei otetul tarelor tote heen alla e ocazii f late aaa ac ai up 36 Running Service Manager Doctor aaa ea 36 Prod ct OVvervie Wo cs ee da ai tSt TM E tu Ge eat LA Lr t fede at ua 38 Information collected
5. 15 Logonto 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 Double click Security Zones Do not allow users to change policies and select Not configured Click Apply and then click OK to close the window Double click Security Zones Do not allow users to add delete sites and then select Not configured Click Apply and then click OK to close the window For Windows Vista only Double click Security 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 HP Service Manager 9 40 Page 31 of 71 Troubl
6. HP Service Manager 9 40 Page 32 of 71 Troubleshooting help topics for printing Troubleshooting 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 If the web tier is running on Windows with a FAT file system and if the attachment file full 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 qasolarisO1Node01 server1 PRO D webtier 7 02 013 P3 ear SSO HELP SRVRPROD webtier 7 02 013 P3 ear SSO HELP SRVR war PROD webtier 7 02 013 P3 ear SSO HELP SRVRPROD webtier 7 02 013 P3 ear SSO_ HELP SRVR war attachments xxxxxxXXXXXXXXXXXXXXXXXXXXXXXXXXX SmM_attachment txt Note If you use a very long file name or folder name which causes the full path of the file to excee
7. 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 40 Page 52 of 71 Option SyS openfile process ipcs sharedmemory udpbuffer all help dlog Troubleshooting help topics for printing Description Retrieves server system information e Windows systeminfo e Linux uname a Retrieves the open file limit as returned by the ulimit n command Note Only for UNIX Retrieves all processes that are currently running e Unix ps ef e Windows wmic process get executablepath Retrieves the status of inter process communication Retrieves the maximum size of shared memory and the count of shared memory segments e Linux sysctl n Retrieves the UDP buffer size e Linux sysctl n Runs all Operating System 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 Outputs the command result to html and txt files Usage OS Sys os openfile OS process os ipcs os sharedmemory os udpbuffer os all os help os all dlog Note For Windows platforms x86 represents the 32 bit version and x64 represents the 64 bit version HP Service Manager 9 40 Page 53 of 71 Troubleshooting help
8. gt operation param system start action ValidateIsNotNull gt rule rule id startuprule description validate startup by combination of sync and system start condition operator and target false conditionrule id sync conditionrule id systemstart lt condition gt 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 please refer to Configuring a horizontal scaling environment on help server gt output type success message Success sync and system start are not set both gt lt rule gt lt domain gt HP Service Manager 9 40 Page 64 of 71 Troubleshooting help topics for printing SM Configuration Rule xsd snippet xs complexType name rule_type gt lt xs sequence gt lt xs element name condition minOccurs 0 type condition type xs unique name NoRepeatConditionRule gt lt xs selector xpath conditionrule gt lt xs field xpath id gt xs unique xs element lt xs element name operation minOccurs 0 type operation type xs element lt xs element name output minOccurs 0 maxOccurs unbounded type output type xs element lt xs sequence gt lt xs attribute name id type xs string use required lt xs attribute name description type xs string use optio
9. axtype cleanup axt cleanup axpos cleanup axl cleanup ax action 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 Output Events 5 Type faxfor Event Code and click Search 6 Review the event output 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 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 HP Service Manager 9 40 Page 28 of 71 Troubleshooting help topics for printing Troubleshooting 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 Output Eve
10. udp udpcluster licfile clientcfg tnsnames dbschema all help Troubleshooting help topics for printing Description 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 the 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 bythe run all command Saves the udp xm1 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 sq1 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 40 Usage 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 55 of 71 Troubleshootin
11. 2 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 3 Inthe 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 johnQhp888 hp com CATEGORY example This is line 1 of the text of mail This is line 2 of the text of mail John Jones john omac acme com 4 Inthe problem open event map record for the category field enter the following Initialization statements axtype type in axces target if index axmail evuser in axces 0 then axtype type in axces target if index axmail evuser in axces 0 then ax action denull action in axces target axl lng ax action if index axmail evuser in axces 0 then for axpos 1 to axl do axt axpos in ax action if axtit CATEGORY then axtype substr axt 10 Ing axt 9 ax action delete ax action axpos action in axces target ax action 5 Enter the following Instructions if index axmail evuser in axces 0 then category in axces target axtype HP Service Manager 9 40 Page 27 of 71 Troubleshooting help topics for printing Troubleshooting cleanup
12. 66 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 commands that require options or that return no command results such as sm version log version txtand sm httpport XXX The timeout for Service Manager Runtime commands is 50 seconds Option reportstatus reportlbstatus reportcache reportipc reportlocks reportlic version HP Service Manager 9 40 Description Retrieves the Service Manager status Retrieves the Service Manager load balancer status Retrieves the Service Manager cache data Retrieves the semaphore data Retrieves the lock status Retrieves the Service Manager license status Retrieves the Service Manager 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 Usage sm reportstatus sm reportlbstatus sm reportcache sm reportipc sm reportlocks sm reportlic sm version Page 46 of 71 Troubleshooting help topics for printing Option Description Usage appversion Retrieves the Service Mana
13. 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 40 Page 41 of 71 Troubleshooting help topics for printing M Advanced Save Please choose data to be saved report Iwssofmconf xml V sm ini udp xml sm cfg udpcluster xml file list under lib sm server logs file list under endorsed sm doctor logs file list under run license file sm client configuraion tnsnames ora database schema Save Close 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 esm appgloballistblobcount db schema c9 Coma Note In command line mode you can run set globallistc
14. SYSERROR DBERROR DBERROR DBERROR DBERROR DBERROR DBERROR FILEERROR FILEERROR FILEERROR FILEERROR FILEERROR FILEERROR Error Message partial Service Manager is not running please check Command execution timeout Unsatisfied link error Exception happened when parsing XML rule configuration file Invalid input input Xxx information is not available The record count in table table name exceeds threashold threshold value 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 No running sm client is detected no configuration files could be saved Page 67 of 71 Troubleshooting help topics for printing Error Code Description 100034 WEBSERVICE AUTH FAIL ED 100035 WEBSERVICE TIMEOUT 100036 UNSUPPORTED OS 100037 SSL ENABLED 100038 UNSUPPORTED DB 100039 CMD LIMITED TO 100040 KEYTOOL ERROR 100041 NO LOCAL PING 100042 KEYFILE NOT EXIST 100043 PARAMETER NOT EXIST 100044 SQLPLUS NOT FOUND HP Service Manage
15. 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 conclusion 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 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 Mbb04bb0 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 by
16. 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 40 Page 3 of 71 Troubleshooting help topics for printing Contents Troa tei RI i e na geiler 7 Troubleshooting o1 c E RR RE Lasse a Ice Oeo a Eon ace cr ich op MEUSE 8 Troubleshooting Server startup aaa aaa 8 Troubleshooting Server will not start 22m2m220202020 8 Troubleshooting Bad version number in class file 9 Troubleshooting Failed to initialize or attach to shared memory environment Windows ONY AOA KINA MINARA NA NATA a aa dag aa a a o ae atu onec edd er e ae eee ata 10 Troubleshooting Unable to attach to shared memory HP Service Manager may be damaged error Linux only Troubleshooting Java buffer size errors occur when starting Service Manager AIX only 14 Troubleshooting Common database errors _ coco 15 Messages Cannot Find SQL Server Error Connecting to servername 15 Message Corresponding Join Not Defined 16 Messages Error opening the Core ir file in read mode 17 Troubleshooting Database debug eee eee 18 Troubleshooting Interpreting d
17. connect to only the fields that you want to join between the tables Make an unload of both tables before making modifications so that you can return to the original configuration if needed 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 m The joins match exactly m The join in Service Manager is unique no other join connects the same tables in a different HP Service Manager 9 40 Page 16 of 71 Troubleshooting help topics for printing Troubleshooting manner m 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 follow these steps 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 Openthe More Actions menu and choose Regen Note This option does not appear for files that contain no data records 6 Youare prompted to confirm this regen action m Click OK to confirm this regen and erase all records in this file m Click Can
18. into discussions with other software customers e 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 Solution and Integration Portal website 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 website is http h20230 www2 hp com sc solutions index jsp HP Service Manager 9 40 Page 34 of 71 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 1ib folders e Additional configurable data collected
19. 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 in call MapViewOfFileEx Not enough storage is available to memory process this command Address already in RTE E Error 487 in call MapViewOfFileEx Attempt to access invalid address use 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 HP Service Manager 9 40 Page 10 of 71 Troubleshooting help topics for printing Troubleshooting happen if you use the shared memor
20. provides some basic information about how to anticipate and correct issues related to the web client This includes the following issues 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 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 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 HP Service Manager 9 40 Page 30 of 71 Troubleshooting help topics for printing Troubleshooting 10 11 12 13 14
21. 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 to os all Runs all Web Service commands at one time and returns the results in the output Note Equivalent to ws all Runs all commands at one time and returns the results in the output Note Peforms a full health check HP Service Manager 9 40 Usage run sm db run esm db run db run conf dlog run os run ws run all Page 57 of 71 Troubleshooting help topics for printing Option Description Usage zip Packages all data to an sm_doctor_saved zip file which include the SM log files run all endorsed file list lib file list html report txt report sm cfg and sm ini zip help Displays Help information run help Note If the help option is used together with other options only Help information is returned 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 toolis 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 i
22. topics for printing 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 Description Returns the preference operation response getpreferences Note Returns responses through HTTP server ports all 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 help Displays Help information 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 Save commands save Usage WS getpreferences ws all ws help ws all dlog 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 Option Description report Saves html and txt reports in the current directory ini Saves the ini file in the current directory cfg Saves the cfg file in the current directory HP Service Manager 9 40 Usage save report save ini save cfg Page 54 of 71 Option lib endorsed run ssoconfig logs smdlog
23. types use UTF 16 as a code page and therefore are capable of storing special characters from many different languages 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 want to store characters from Japanese English and Cryllic languages you must use the Microsoft SQL Server data types NVARCHAR NCHAR or NTEXT Caution Use these data types only for fields that need to be localized not for fields that only use English characters because these types of data take up twice as much storage space In addition 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 HP Service Manager 9 40 Page 22 of 71 Troubleshooting help topics for printing Troubleshooting Troubleshooting Event Services The problems and solutions described in the troubleshooting section provide some assistance with configuring and using Event Services In so
24. utility to load the Applications data you can select the Unicode data type option to store characters from multiple languages on Microsoft SQL Server In the Unicode mode SQL Server uses the NVARCHAR data type which is capable of storing characters from many different languages This Unicode support for SQL Server is available only for new installations of the Service Manager 9 40 or later applications but not available if you upgrade the applications from a version earlier than 9 40 HP Service Manager 9 40 Page 21 of 71 Troubleshooting help topics for printing Troubleshooting For Service Manger earlier than 9 40 If your applications are earlier than version 9 40 or are upgraded from a version earlier than 9 40 be aware that 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 Windows 1252 or double byte code pages such as Shift JIS but they cannot hold characters out of multiple regions 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 Note This is not a problem for Oracle databases since they use plain UTF 8 If you have a requirement to store special characters from many different languages you must use the Microsoft SQL Server data types NVARCHAR NCHAR or NTEXT instead of VARCHAR CHAR or TEXT These data
25. C 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 To fixthe 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 when it is installed on a separate server Troubleshooting Service Manager does not support true multilingual capabilities when using Microsoft SQL Server To support true multilingual capabilities when you use Microsoft SQL Server you can do the following based on your Service Manager version For Service Manager 9 40 and later As of Service Manager 9 40 when you run the server configuration
26. HP Service Manager Software Version 9 40 For the supported Windows and Linux operating systems Troubleshooting help topics for printing Document Release Date December 2014 Software Release Date December 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 1994 2014 Hewlett Packard Development Company L P Trademark Notices Adobe is a trademark of Adobe Systems Incorporated Microsoft and Windows are U S registered trademarks of Microsoft Corporation Oracle and Java are registered trademarks of Oracle and or its affiliates UNIX is a registered trademark of The Open Group Linux is the registered trademark of Linus Torvalds in the U S and other countries For a complete l
27. SMDoctor Report hostname htmland SMDoctor Report hostname txt logs in the current directory where hostname is the host name of the Service Manager server For example run all dlogorrun all zip HP Service Manager 9 40 Page 37 of 71 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 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 1ib 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 witha 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 sm ini sm cfg e Service Manager logs e List of files in the SM_HOME RUN folder HP Service Manager 9 40 Page 38 of 71 Troubleshooting help topics for printing e List of files in the SM_HOME RUN 1ib folder e List of files in t
28. U and memory information pingc lusternodes ping gt Ping other sm nodes in current cluster port SM server port status Usage conf command option command option 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 ri lts please use this option with other options when results are returned System environment settin Help information for conf commands H A ant ant 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 HP Service Manager 9 40 Page 44 of 71 Troubleshooting help topics for printing iniLog cfgLog udpcluster xml udp xml SMDoctor Report qlu3 txt i SMDoctor Report glu3 html L 1SM RUN FILE LIST bxt SM LIB FILE LIST txt SM ENDORSED FILE LIST bxt E sm ini a sm cfg Li LicFile tet HP Service Manager 9 40 Page 45 of 71 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
29. ared memory address 0x78360000 2724 3572 03 05 2010 11 06 38 RTE D Free range 0x039B0000 0x10000000 size 207945728 198 MB 2724 3572 03 05 2010 11 06 38 RTE 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 0x0C000000 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 HP Service Manager 9 40 Page 12 of 71 Troubleshooting help topics for printing Troubleshooting 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 Bel
30. ase enter again This argument argument is not recognizable please enter again Log option option 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 command 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 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 Service Manager is not found please check Page 66 of 71 Troubleshooting help topics for printing Error Code 100016 100017 100018 100019 100020 100021 100022 100023 100024 100025 100026 100027 100028 100029 100030 100031 100032 100033 Description SM NOT RUNNING COMMAND TIMEOUT UNSATISFIED LINK ERR OR RULE PARSING ERROR OTHER PARSE 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 NO CLIENT CONF SAVED HP Service Manager 9 40 Category SYSERROR SYSERROR DBERROR SYSERROR PARSEERROR
31. but is helpful for diagnosis The timeout for Extended Service Manager commands is 60 seconds HP Service Manager 9 40 Page 47 of 71 Troubleshooting help topics for printing 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 information in the patchrelversioninfo table appbp Retrieves Service Manager Best Practice esm appbp information in the bpreleaseinfo table port Retrieves Service Manager server ports as esm port returned by the netstat command perf Retrieves Service Manager process CPU and esm perf memory information as returned by the following system specific commands e Windows tasklist e Linux top p e Unix ps p autopass Retrieves the Service Manager autopass version esm autopass Pre 9 20 Hewlett Packard HPOvLIC About txt 9 20 and later The AutoPassJ jar version HP Service Manager 9 40 Page 48 of 71 Troubleshooting help topics for printing Option Description apprecordcount 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
32. by third party tools such as supportTool sh and generateSchema sql HP Service Manager 9 40 Page 35 of 71 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 Manager 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 HP Service Manager 9 40 Page 36 of 71 Troubleshooting help topics for printing 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 smdoctor sh for UNIX Linux When running Service Manager Doctor commands with logging enabled the tool generates a
33. cel to cancel the regen m 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 regen and the removal of all records HP Service Manager 9 40 Page 17 of 71 Troubleshooting help topics for printing Troubleshooting Note The asterisk at the beginning of a message indicates there are additional messages related to this operation 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 e To show all database access use the following syntax debugdbquery 999 e 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 scmessa
34. d 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 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 xto 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 website at https softwaresupport hp com This website 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 website to HP Service Manager 9 40 Page 33 of 71 Troubleshooting help topics for printing Troubleshooting e Search for knowledge documents of interest e Submit and track support cases and enhancement requests e Download software patches e Manage support contracts e Look up HP support contacts e Review information about available services e Enter
35. d SMDoctor Report hostname txt logs in the current directory where hostname is the host name of the Service Manager server The Command line mode is shown in the screenshot below Welcome to Service Manager Doctor Version 6 run all run all commands help show all commands exit close SM Doctor Copyright lt c 2611 HP Corporation All rights reserved yun all zip collects and zips all data to sm_doctor_saved zip to current directory xxx command option command option Run all db commands Log the command running results please use this option with other options when results are returned Help information for db commands ver information list table index schema timezone erver timezone version Database server version Usage esm command option command option Options all Run all SM extended commands M appbp SM app best practice information appf ie ldmigrat ion appfm gt app table field check appgloballistblobcount appg15 app globallists valuelist length apphotf ix SM app hotfix in mation apppatch app patch information apprecordcount apprc app table record count apptablemergeC apptm app table merge check autopass server autopass version dlog Log the command running results please use this option with other options he lp Help information for SM extended commands javaversion SM server java version keystore SM certificate check perf SM process CP
36. dpbuffer 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 successfully finished Running db list job successfully finished Running esm perf job successfully finished Running esm autopass job successfully finished H P Se rvice Ma nage f 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 STATHISTORYMI exceeds threashold 10000 purge archive DIETER IER IESU NNI is needed Diagnostic Actions G Used foc Support Purpose Automatically Collect Service Manager Data Automatically Validate Service Manager Configuration
37. e better HP Service Manager 9 40 Page 11 of 71 Troubleshooting help topics for printing Troubleshooting 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 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 Ox7FFF0000 OxFFFADOO0 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 0xFBFA0000 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 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 sh
38. ebugdbquery output 18 Troubleshooting Power outages and hardware failure 19 Troubleshooting Slow execution of queries 20 Troubleshooting lister _ ne ms eser r nelli 20 Troubleshooting ODBC error when running Crystal Reports 21 Troubleshooting Knowledge Management coco 21 Troubleshooting Service Manager does not support true multilingual capabilities when using Microsoft SQL Server aaa 21 For Service Manager 9 40 and later lliiuuuuiuussuuuussslssssssss essen 21 For Service Manger earlier than 9 40 22 Troubleshooting Problems viewing buttons 22 Workaround NNI 22 Troubleshooting Event Services oo 23 Troubleshooting Having incident events processed separately 23 Troubleshooting Sending test notifications to external programs after installing SCAuto 23 Troubleshooting No problems opening with pmo records in Event Input queue HP Service Manager 9 40 Page 4 of 71 Troubleshooting help topics for printing Troubleshooting Not receiving email after opening a problem 25 Troubleshooting Sending email only when opening emergency problems
39. ed 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 40 Page 8 of 71 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 CM process stdout log creates a file called process stdout logat 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 instal
40. email even after installing HP Service Manager and opening a problem To troubleshoot this problem 1 10 11 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 Email records Is there one for problem open 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 HP Service Manager 9 40 Page 25 of 71 Troubleshooting help topics for printing Troubleshooting 12 13 14 15 m Checkthat in the event agent the Stop button should be enabled and a start time and an idle time should appear m Click the Refresh button to reset idle time to 00 00 00 It should begin increasing again m If the Start button is enabled and there is no start and idle Time click Start and wait until the problem agent recycles Determi
41. er 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 40 Page 69 of 71 Send Documentation 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 40 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 40 Page 70 of 71
42. er 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 requested 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 HP Service Manager 9 40 Page 19 of 71 Troubleshooting help topics for printing Troubleshooting 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 s
43. eshooting help topics for printing Troubleshooting 1 Logon to the computer as a local administrator 2 Openthe 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 gt Internet Control Panel gt Security Page gt Internet Zone 5 Double click Java Permissions In the window that opens select Enabled 6 Select High safety in the Java permissions drop down list 7 Click Apply and then click OK to close the window 8 Close the Group Policy window 9 Optional For domain computers run the gpupdate force command or wait for 10 minutes 10 Restart Internet Explorer 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 server is 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 30 to solve 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
44. everal 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 Limit sorting layers If the raw SQL contains more than two ORDER BY statements the processing time increases Each ORDER BY statement significantly increases 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 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 ina 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 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 HP Service Manager 9 40 Page 20 of 71 Troubleshooting help topics for printing Troubleshooting Troubleshooting ODB
45. ext to the command results if a rule failure is detected HP Service Manager 9 40 Page 60 of 71 CmdOnDemand xml A typical CndOnDemand xml file resembles the following codes lt xml version 1 0 encoding UTF 8 commands command name sm description sm server commands provider hp gt param name reportstatus description SM runtime status param name reportcache description SM cache status gt param name reportipc description SM semaphore use gt lt param name reportlocks description SM lock information gt param name reportlic description SM licence information gt param name version description SM version gt param name verifylic description SM verify license gt 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 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 xm1 file in a text editor 2 Add more entries
46. g 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 run all oresm all commands Enables or disables globallist blob field check for the run all globallistcheck or esm all commands help Displays Help information Note If the help option is used together with other options only Help information is returned HP Service Manager 9 40 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 56 of 71 Troubleshooting help topics for printing Run commands run Run commands execute multiple commands or multiple command groups Option sm esm conf all 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
47. ge Oracle 1 0 000000 F 0 0 000000 syslanguage en and class us and message id 1 0 000000 0 000000 0 apm get inbox by name start 223 02 05 2007 17 39 51 DBQUERY F probsummary Oracle 18 1 000000 F 0 0 020000 hot tictttrue category 0 000000 0 000000 0 sc manage select The following table describes the output fields for the database debug query debugdbquery parameter HP Service Manager 9 40 Page 18 of 71 Troubleshooting help topics for printing Troubleshooting Field who where file key weight keytype record count seconds till result came back query sortfields extracttime sorttime Description DBFIND or DBQUERY F foreground or B background The file name followed by database type Oracle SQL server or LDAP or JOIN If you add a letter suffix then the file name is case insensitive 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 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 aft
48. ger application version sm appversion 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 time sm all and returns the results in the output help Displays Help information sm 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 sm all dlog Note The sm commands listed in the table above except the a11 help and dlog options are enabled by default and will be run when you run the sm a11 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 supportTool 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 61 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
49. he SM_HOME RUN 1ib endorsed folder Iwssofmconf xml e SM client configuration licfile txt e udp xml udpcluster xml e Allthese 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 click 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 HP Service Manager 9 40 Page 39 of 71 Troubleshooting help topics for printing HP Service Manager Doctor TOT XT 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 u
50. heck 1 and set schemacheck 1 to enable these commands HP Service Manager 9 40 Page 42 of 71 Troubleshooting help topics for printing 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 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 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 mum HP Service Manager 9 40 Page 43 of 71 Troubleshooting help topics for printing 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 hostname html an
51. ist of open 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 e 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 https softwaresupport hp com 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 website at https softwaresupport hp com This website 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 A
52. le rules within each domain See Rule Configuration File Snippets on page 64 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 e If 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 e For condition elements if operator and target are not defined they default to and and true respectively HP Service Manager 9 40 Page 59 of 71 Troubleshooting help topics for printing e n addition to customized rules you can use the generic rules directly is320S is640S isUnix and isWindows e 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 Validation results Validation results are included as part of the command output for the conf iniand conf cfg commands in command line mode In GUI mode a separate column is displayed n
53. led 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 Bad 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 HP Service Manager 9 40 Page 9 of 71 Troubleshooting help topics for printing Troubleshooting 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 e There is 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
54. log 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 Option Description Retrieves database server type dbtype Retrieves the database server instance dbinst HP Service Manager 9 40 Usage conf dbtype conf dbinst Page 50 of 71 Troubleshooting help topics for printing Option ini cfg env all help dlog Description Retrieves the sm ini content Note The sm ini content 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 ini conf cfg conf env conf all conf help conf all dlog Note If you are r
55. me 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 have my incident events processed separately so they are not held up by other events 1 Copythe event agent to a new agent called for example probevent 2 Copythe associated info record substituting probevent for event 3 Modify the query field for the event agent to read evtype pm 4 Modify 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 Output Event HP Service Manager 9 40 Page 23 of 71 Troubleshooting help topics for printing Troubleshooting 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 rec
56. nal xs attribute name mode use optional gt xs simpleType xs restriction base xs string gt xs enumeration value multiple gt xs enumeration value single xs restriction xs simpleType xs attribute xs complexType HP Service Manager 9 40 Page 65 of 71 Error References The following table lists the possible errors that the Service Manager Doctor commands may return Error Code 100000 100001 100002 100003 100004 100005 100006 100007 100008 100009 100010 100011 100012 100013 100014 100015 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 SM NOT FOUND HP Service Manager 9 40 Category SYSERROR SYSERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR PARSEERROR NODATA DBERROR DBERROR DBERROR SYSERROR 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 command is not recognizable please enter again This option option is not recognizable for this command please enter again Xxx is not passed to any parameter ple
57. ne 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 a new 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 I only send email when open problems with a priority code of emergency To solve this problem 1 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 40 Page 26 of 71 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 Put each field assignment on a separate line in your mail message uniquely identified by a label
58. neric 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 The Service Manager server is not running Ensure that the server is running and then attempt to connect using the Service Manager client 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 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
59. nformation 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 trueor set dlog 1except that the parameter included in the command overrides the global setting configured by set dlog falseand set dlog e Note The reason why you may use the dlog parameter instead of logis that the log parameter itself is a valid parameter of Service Manager HP Service Manager 9 40 Page 58 of 71 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 multip
60. not exist mu o unexpected field is found in this table CM3GROUPSM1 zx Edad o unexpected field is found in this table CIRELATIONSM1 E 100042 K eyfile cacerts does not exist 2012 01 15 11 52 44 esm keystore 100042 K eyfile server keystore does not exist 100042 K eyfile trustedclients keystore does not exist SYSLOGMI 126 STATHISTORYMI 478 2012 01 15 11 52 44 esm apprecordcount 5 The Database report sample is shown in the screenshot below SM Database Information Microsoft SQL Server 2008 RTM 10 0 1600 22 Intel X86 Jul 9 2008 14 43 34 Copyright c 1988 2008 Microsoft Corporation SQL Server Name QLU3 SQL Driver Name C Windows system32 SQLSRV32 d11 Database Name SM9 Last User SM9ADMIN SQL Server Collation SQL Latini General CP1 CI AS INCI svo 26574 13 Ml HP Service Manager 9 40 Page 63 of 71 Rule Configuration File Snippets SM Configuration Rule xml snippet lt xml version 1 0 encoding UTF 8 xml xmlns xsi http www w3 0rg 2001 XMLSchema instance xsi noNamespaceSchemaLocation SM Configuration Rule xsd version 1 0 gt 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 operation param sync action ValidateIsNotNull gt lt rule gt rule id systemstart description validate system start
61. nt 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 Click System Administration gt Ongoing Maintenance gt Communication Utilities gt Send a Page 2 Create a sample page message 3 Click the Page button 4 f 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 5 f SCAUTO is not active you can start it if you are running an express client or are logged on from the server using HP Service Manager m Click Start Scheduler m Click the entry for scauto startup 6 If the SCAUTO agent is active and you still do not receive a page HP Service Manager 9 40 Page 29 of 71 Troubleshooting help topics for printing Troubleshooting m Stop kill the agent by placing a lowercase letter k in the command column beside agent m Click Execute Commands m Senda new page and check the event output queue for new events with a type of page 7 If anew 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
62. ords 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 m The Status field should contain a value m Anymessages should appear in the Messages field 2 Verify there is an active event agent m Inthe event agent the Stop button should be enabled and a start time and an idle time should appear m Click the Refresh button to reset the idle time to 00 00 00 It should begin increasing again m If the Start button is enabled and there is no start and idle time click Start and wait until the problem agent recycles 3 Verify the following and then wait for the event processor to recycle m The event schedule record exists m The Class field has a value of event m The Status field has a value of rescheduled 4 If there is an active event agent check the Event Registration table m Arethere entries for Event pmo with a Type of input m Is the Execute Condition true m Verify the content of the pmo registration HP Service Manager 9 40 Page 24 of 71 Troubleshooting help topics for printing Troubleshooting 5 6 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 not receiving
63. ow 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 the same for both accounts you are able to execute sm command lines as follows 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 HP Service Manager 9 40 Page 13 of 71 Troubleshooting help topics for printing Troubleshooting If failures occur when starting an SM servlet or executing SM commands you
64. r 9 40 Category WEBSERVICE ERROR WEBSERVICE ERROR SYSERROR WEBSERVICE ERROR DBERROR SYSERROR FILEERROR SYSERROR SYSERROR SYSERROR DBERROR Error Message partial Username or password is invalid server could not be connected Timeout for this soap request SM Doctor does not support this operating system system name Web service call is not done 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 filename does not exist Parameter parameter is not configured Sql plus is not found please set its path in variable Page 68 of 71 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 library 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 driv
65. ry address 0xFBFA0000 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 2716 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 ar
66. s a valued support customer you can benefit by using the support website to e Search for knowledge documents of interest e Submit and track support cases and enhancement requests e Download software patches Manage support contracts e Look up HP support contacts e Review information about available services e Enter into discussions with other software customers e 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 pass port 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 Solution and Integration Portal website 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 website is http h20230 www2 hp com sc solutions index jsp HP Service Manager 9 40 Page 2 of 71 Troubleshooting help topics for printing 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 viewed as online help in a web
67. similar to param name version description SM version gt 3 Add the required Service Manager command parameters in the name attribute HP Service Manager 9 40 Page 61 of 71 Troubleshooting help topics for printing 4 Add the command description in the description attribute which will be used for HTML TEXT report generation 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 or I O streams such as uname a amp and 1s lrt gt 1 txt HP Service Manager 9 40 Page 62 of 71 HTML Log Snippets The Extended Service Manager report sample is shown in the screenshot below SM Extended Information PID RUSER CPU VSZ TIME COMMAND HP 10754 fpeSandy 0 0 601880 01 28 home fpeSandy sm921p4 RUN smserver 10822 fpeSandy 0 0 670224 07 38 home fpeSandy sm921p4 RUN smserver 2012 01 15 11 52 43 esm port SM server port status 13091 2 0 049152 OLISTEN 2012 01 15 11 52 43 esm apppatch SM app patch information 100021 Patch information is not available The table does not exist 2012 01 15 11 52 43 esm apphotfix SM app hotfix information WHEELS IIT LI NU ani 2012 01 15 11 52 43 AMITTIT EET The table does
68. tes in Service Manager is 20000000 which exceeds the maximum value 8388608 of sb max on AIX HP Service Manager 9 40 Page 14 of 71 Troubleshooting help topics for printing Troubleshooting Workaround Gotothe Service Manager server s RUN folder 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 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 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 Error message Cannot Find SQL Server Error Connecting to servername Error message Corresponding join not defined Error message Error opening the Core ir file in read mode Power outages and hardware failure Slow query execution Messages Cannot Find SQL Server Error Connecting to servername Message Cannot Find SQL Server and Error Connecting to servername HP Service Manager 9 40 Page 15 of 71 Troubleshooting help topics for printing Troubleshooting These ge
69. unning 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 Option version Description Retrieves the database server version HP Service Manager 9 40 Usage db version Page 51 of 71 Troubleshooting help topics for printing Option Description Usage info Retrieves the server information db info SQL Server collation Oracle characterset information case sensitivity information list 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
70. validation is 10 KB apptablemerge Retrieves Service Manager table merge information such as whether M2 or M3 tables exist for the cm3r cm3rpage cm3t and incidents tables appfieldmigration Retrieves information about certain fields e The approval and members fields in the cm3groups table e The related cis field in the cirelations table Retrieves the length of the Service Manager appgloballistblobcount application globallists value list Note The threshold for validation is 1 KB HP Service Manager 9 40 Usage esm apprecordcount esm apptablemerge esm appfieldmigration esm appgloballistblobcount Page 49 of 71 Troubleshooting help topics for printing Option keystore pingclusternodes all help dlog Description 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 Usage esm keystore esm pingclusternodes esm all esm help esm all d
71. y 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 suitable 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 6116 2716 03 05 2010 11 06 41 RTE E sm init shmat 516 0x73000000 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 Ox7FFF0000 OxFFFADOO0 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 memo

Download Pdf Manuals

Related Search

Related Contents

HomeSullivan 40471PU Instructions / Assembly  Billy 3.1 Software + Daten zur Rechnung.  serie EW-AC  Serie nüvi® 205 und nüvi 205W  Instructions d`installation  Install and Service Manual - OceanAire Aquacooler - OWC  追加説明書（PDFファイル）  取扱説明書 ED-OG-S4AD  取扱説明書（2.58MB  

Copyright © All rights reserved. Failed to retrieve file