IBM Systems Director Troubleshooting and Support Guide

Transcription

1 IBM Systems IBM Systems Director Troubleshooting and Support Guide Version 6.3.3

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3 IBM Systems IBM Systems Director Troubleshooting and Support Guide Version 6.3.3

4 Note Before using this information and the product it supports, read the information in Notices on page 257. Copyright IBM Corporation 1999, US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents About this publication Conentions and terminology Publications and related information Web resources ii How to send your comments ix Troubleshooting and support for IBM Systems Director Techniques for troubleshooting problems Searching knowledge bases (web search) Getting fixes from Fix Central Contacting IBM Support Exchanging information with IBM Sending information to IBM Support Receiing information from IBM Support Subscribing to Support updates Searching messages Known problems and solutions Installation and migration troubleshooting Database troubleshooting s logging in troubleshooting IBM Systems Director Serer troubleshooting.. 37 Common Agent and Platform Agent troubleshooting Web interface troubleshooting Launched tasks troubleshooting Accessibility troubleshooting, including JAWS.. 88 Automation manager troubleshooting Configuration manager troubleshooting Discoery manager (including inentory) troubleshooting Security and requesting access troubleshooting 136 IBM BladeCenter and System x management troubleshooting Network management troubleshooting IBM Power Systems management troubleshooting Remote access troubleshooting Troubleshooting System z management Storage systems management troubleshooting 188 System status and health troubleshooting Update manager troubleshooting Commands troubleshooting Sensor logs and debugging for troubleshooting 252 Notices Trademarks Copyright IBM Corp. 1999, 2013 iii

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7 About this publication Conentions and terminology This publication proides information about specific IBM Systems Director problems and how to sole them. This book also proides strategies for troubleshooting common problems in IBM Systems Director implementations. These notices are designed to highlight key information: Note: These notices proide important tips, guidance, or adice. Important: These notices proide information or adice that might help you aoid inconenient or difficult situations. Attention: These notices indicate possible damage to programs, deices, or data. An attention notice appears before the instruction or situation in which damage can occur. Publications and related information You can iew the same content in the IBM Systems Director Information Center as PDF documents. To iew a PDF file, you need Adobe Acrobat Reader, which can be downloaded for free from the Adobe Web site at Information centers and topic collections IBM Systems View the IBM Systems information center landing page, which proides integrated information for multiple IBM Systems products. IBM Systems Director publib.boulder.ibm.com/infocenter/director/pubs/index.jsp Updated periodically, the IBM Systems Director topic collection contains the most up-to-date documentation aailable for IBM Systems Director. IBM Systems Director plug-ins extensionparent.html View the IBM Systems information center for information about how to install and use plug-ins that extend the functionality of IBM Systems Director. IBM Systems Director Upward Integration Modules (UIMs) publib.boulder.ibm.com/infocenter/systems/topic/uims/fqs0_main.html Read the IBM Systems Director Upward Integration Modules (UIM) topic collection to learn about how to install and use upward integration modules and management packs that enable non-ibm workgroup and enterprise-management products to interpret and display data that is proided by Common Agent and Platform Agent. IBM Systems Director API Licensing Copyright IBM Corp. 1999, 2013

8 View the license information regarding use of IBM Systems Director APIs and their associated documentation. Fill out the form to request API access. After your information is reiewed, you will be contacted with additional information regarding access to and use of the APIs. Publications Release Notes Proides an easy reference to planning, install and troubleshooting information for IBM Systems Director IBM Systems Director Planning Guide Proides planning information, including hardware requirements for running IBM Systems Director components, supported IBM Systems Director hardware, operating systems, databases, and workgroup and enterprise systems-management software. PDF files for installing IBM Systems Director Serer Proides detailed instructions to prepare for, install, and configure the IBM Systems Director Serer. PDF files for installing IBM Systems Director agents Proides detailed instructions to prepare for and install IBM Systems Director agents on your managed systems, as well as, prepare for agentless managed systems. PDF files for upgrading and migrating IBM Systems Director Serer Proides detailed instructions to upgrade and migrate the IBM Systems Director Serer. PDF files for upgrading and migrating IBM Systems Director agents Proides detailed instructions to upgrade and migrate IBM Systems Director agents. IBM Systems Director Systems Management Guide Proides detailed instructions for using the Web interface and managing systems and resources in your enironment. IBM Systems Director Troubleshooting Guide Proides information about problems and how to sole them, and strategies for troubleshooting common problems. IBM Systems Director Eents Reference Proides information about IBM Systems Director eents, including the eent type, description, seerity, and extended details. IBM Systems Director Commands Reference Proides detailed information about the systems management command-line interface (smcli) commands, and other commands that can be run directly from the command line, including configuring the database, and starting and stopping IBM Systems Director. White papers and briefs IBM Systems Director ftp://ftp.software.ibm.com/common/ssi/sa/wh/n/xbw03006usen/ XBW03006USEN.PDF This paper proides a detailed oeriew of the changes in IBM Systems Director V6.1, including the new Web interface, security features, operating system agents, integrated plug-ins and additional plug-ins that can be separately installed. i IBM Systems Director Troubleshooting and Support Guide

9 Web resources Value Proposition for IBM Systems Director ftp://ftp.software.ibm.com/common/ssi/sa/wh/n/xbw03007usen/ XBW03007USEN.PDF This paper describes the challenges of operational management for enterprise serer installations and the alue proided IBM Systems Director. Performance Tuning and Scaling Guide for IBM Systems Director 6.3 Hardware requirements for running IBM Systems Director Serer Proides information about how to plan, implement, configure, and use an IBM Systems Director Serer to manage a large configuration with optimal performance. The Performance Tuning and Scaling Guide also contains information about the following topics: Running IBM Systems Director plug-ins, such as IBM Systems Director Actie Energy Manager and IBM Scalable Systems Manager Integration with Tioli products Implementing high aailability IBM Redbooks publications You can also search this Web page for documents that focus on IBM Systems Director and specific IBM hardware; such documents often contain systems-management material. The following book is aailable for IBM Systems Director V6.1: Implementing IBM Systems Director 6.1 Tip: Be sure to note the date of publication and to determine the ersion of IBM Systems Director software to which the Redbooks publication refers. Further information See Searching knowledge bases for more resources for further information about IBM Systems Director. Listed here are the websites and information center topics that relate to IBM Systems Director. Websites IBM Systems Director View the IBM Systems Director website on ibm.com which proides links to downloads and documentation for all currently supported ersions of IBM Systems Director. IBM Systems Director Downloads View the IBM Systems Director Downloads website on ibm.com which proides links to download code IBM Systems Director, IBM Systems Director plug-ins, and IBM Systems Director upward integration modules. IBM Systems Director Documentation and Resources About this publication ii

10 View the IBM Systems Director Documentation and Resources website on ibm.com which proides links to product documentation, Redbooks, redpapers, white papers, and learning modules that are related to IBM Systems Director, IBM Systems Director plug-ins, and IBM Systems Director upward integration modules. IBM Systems Director Upward Integration View the IBM Systems Director Upward Integration website on ibm.com which proides more information about IBM Systems Director upward integration modules that are created by IBM and other companies. IBM Systems Director UIMs enable third-party workgroup and enterprise systems-management products to interpret and display data that is proided by IBM Systems Director Platform Agent managed system. IBM Systems Director Best Practices Wiki home?lang=en#/wiki/w3e8d1c956c32_416f_a604_4633cd375569/page/best %20Practices View updated documentation and best practices for IBM Systems Director on arious systems. IBM Serers View the IBM Serers website to learn about IBM Systems serer and storage products. IBM SererProen View the IBM SererProen website to learn about hardware compatibility of IBM System x and BladeCenter systems with IBM applications and middleware, including IBM Systems Director. Forums IBM Systems Director Forum (System x, System z, Power Systems ) View the IBM Systems Director Forum website on ibm.com to discuss product-related issues that pertain to IBM Systems Director, IBM Systems Director UIMs, and IBM Systems Director extensions. This website includes a link for obtaining the forum by using a Rich Site Summary (RSS) feed. IBM Systems Director 6.x SDK Forum View the IBM Systems Director 6.x SDK Forum website to discuss issues that pertain to the IBM Systems Director Software Deelopment Kit (SDK). This website includes a link for obtaining the forum by using a Rich Site Summary (RSS) feed. IBM Systems Forums View the IBM Systems Forums website on ibm.com to learn about arious forums that are aailable to discuss technology-related and product-related issues that pertain to IBM Systems hardware and software products. This website includes a link for obtaining the forum by using a Rich Site Summary (RSS) feed. iii IBM Systems Director Troubleshooting and Support Guide

11 How to send your comments Your feedback is important in helping to proide the most accurate and highest quality information. If you hae any comments about this book or any other IBM Systems Director publication, go to the IBM Systems Director information center Web site at publib.boulder.ibm.com/infocenter/director/pubs/index.jsp. There you will find the feedback page where you can enter and submit comments. About this publication ix

12 x IBM Systems Director Troubleshooting and Support Guide

13 Troubleshooting and support for IBM Systems Director To isolate and resole problems with your IBM products, you can use the troubleshooting and support information. This information contains instructions for using the problem-determination resources that are proided with your IBM products, including IBM Systems Director. Use this section to troubleshoot and resole problems with IBM Systems Director ersion 6.3 and later. To troubleshoot problems that are specific to earlier ersions of IBM Systems Director, see the documentation for that ersion. Techniques for troubleshooting problems Troubleshooting is a systematic approach to soling a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resole the problem. Certain common techniques can help with the task of troubleshooting. The first step in the troubleshooting process is to describe the problem completely. descriptions help you and the IBM technical-support representatie know where to start to find the cause of the problem. This step includes asking yourself basic questions: What are the symptoms of the problem? Where does the problem occur? When does the problem occur? Under which conditions does the problem occur? Can the problem be reproduced? The answers to these questions typically lead to a good description of the problem, which can then lead you to a problem resolution. What are the symptoms of the problem? When starting to describe a problem, the most obious question is What is the problem? This question might seem straightforward; howeer, you can break it down into seeral more-focused questions that create a more descriptie picture of the problem. These questions can include: Who, or what, is reporting the problem? What are the error codes and messages? How does the system fail? For example, is it a loop, hang, crash, performance degradation, or incorrect result? Where does the problem occur? Determining where the problem originates is not always easy, but it is one of the most important steps in resoling a problem. Many layers of technology can exist between the reporting and failing components. Networks, disks, and driers are only a few of the components to consider when you are inestigating problems. The following questions help you to focus on where the problem occurs to isolate the problem layer: Copyright IBM Corp. 1999,

14 Is the problem specific to one platform or operating system, or is it common across multiple platforms or operating systems? Is the current enironment and configuration supported? Do all users hae the problem? (For installations across multiple sites.) Do all sites hae the problem? If one layer reports the problem, the problem does not necessarily originate in that layer. Part of identifying where a problem originates is understanding the enironment in which it exists. Take some time to completely describe the problem enironment, including the operating system and ersion, all corresponding software and ersions, and hardware information. Confirm that you are running within an enironment that is a supported configuration; many problems can be traced back to incompatible leels of software that are not intended to run together or hae not been fully tested together. When does the problem occur? Deelop a detailed timeline of eents leading up to a failure, especially for those cases that are singular occurrences. You can most easily deelop a timeline by working backward: Start at the time an error was reported (as precisely as possible, een down to the millisecond), and work backward through the aailable logs and information. Typically, you need to look only as far as the first suspicious eent that you find in a diagnostic log. To deelop a detailed timeline of eents, answer these questions: Does the problem happen only at a certain time of day or night? How often does the problem happen? What sequence of eents leads up to the time that the problem is reported? Does the problem happen after an enironment change, such as upgrading or installing software or hardware? Responding to these types of questions can gie you a frame of reference in which to inestigate the problem. Under which conditions does the problem occur? Knowing which systems and applications are running at the time that a problem occurs is an important part of troubleshooting. These questions about your enironment can help you to identify the root cause of the problem: Does the problem always occur when the same task is being performed? Does a certain sequence of eents need to happen for the problem to occur? Do any other applications fail at the same time? Answering these types of questions can help you explain the enironment in which the problem occurs and correlate any dependencies. Remember that just because multiple problems might hae occurred around the same time, the problems are not necessarily related. Can the problem be reproduced? From a troubleshooting standpoint, the ideal problem is one that can be reproduced. Typically, when a problem can be reproduced you hae a larger set of 2 IBM Systems Director Troubleshooting and Support Guide

15 tools or procedures at your disposal to help you inestigate. Consequently, problems that you can reproduce are often easier to debug and sole. Howeer, problems that you can reproduce can hae a disadantage: If the problem is of significant business impact, you do not want it to recur. If possible, recreate the problem in a test or deelopment enironment, which typically offers you more flexibility and control during your inestigation. Can the problem be recreated on a test system? Are multiple users or applications encountering the same type of problem? Can the problem be recreated by running a single command, a set of commands, or a particular application? Related concepts: Searching knowledge bases Searching knowledge bases (web search) You can often find solutions to problems by searching IBM knowledge bases. You can optimize your results by using aailable resources, support tools, and search methods. You can find useful information by searching the information center for IBM Systems Director. Howeer, sometimes you must look beyond the information center to answer your questions or resole problems. To search knowledge bases for information that you need, use one or more of the following approaches: Find the content that you need by using the IBM Support Portal. The IBM Support Portal is a unified, centralized iew of all technical support tools and information for all IBM systems, Software, and serices. The IBM Support Portal lets you access the IBM electronic support portfolio from one place. You can tailor the pages to focus on the information and resources that you need for problem preention and faster problem resolution. Familiarize yourself with the IBM Support Portal by iewing the related demo ideos at These ideos introduce you to the IBM Support Portal, explore troubleshooting and other resources, and demonstrate how you can tailor the page by moing, adding, and deleting portlets. Search for content about IBM Systems Director by using one of the following additional technical resources: The Techdocs Web site at proides white papers, technotes, tips, and other documents related to IBM Systems Director. Tip: To locate the information that you need, either select the categories that you want to search or select UNMARKED to search all categories. Then enter IBM Systems Director in the for: field and click Search. The IBM Systems Director customer forum at deeloperworks/forums/forum.jspa?forumid=759 proides a place for customers to share ideas and solutions for IBM Systems Director implementations. It seres as the forum for IBM Systems Director installations on all supported operating systems and hardware. Although participating in the customer forum does not guarantee an answer from an IBM representatie, the forum community does include IBM employees that use Troubleshooting and support 3

16 IBM Systems Director. To access the IBM Systems Director Forum web page, you must sign in to the IBM deeloperworks website and create a profile; there is no fee. Search for content by using the IBM masthead search. You can use the IBM masthead search by typing your search string into the Search field at the top of any ibm.com page. Search for content by using any external search engine, such as Google, Yahoo, or Bing. If you use an external search engine, your results are more likely to include information that is outside the ibm.com domain. Howeer, sometimes you can find useful problem-soling information about IBM products in newsgroups, forums, and blogs that are not on ibm.com. Tip: Include IBM and the name of the product in your search if you are looking for information about an IBM product. To troubleshoot problems that are specific to earlier ersions of IBM Systems Director, see the information center or release notes for that specific ersion. Notes: 1. Printable PDFs for the different ersions of the IBM Systems Director documentation are aailable on the Resources tab of the IBM Systems Director web page: 2. IBM Director ersion 4.22 and earlier and all ersions of 5.10.x are no longer supported. IBM Systems Director ersion 6.2.x 6.1.x 5.20.x Information center IBM Systems Director ersion 6.2.x information center at IBM Systems Director ersion 6.1.x information center at IBM Director ersion 5.20.x information center at diricinfo_5.20/fqm0_main.html Getting fixes from Fix Central You can use Fix Central to find and download the fixes that are recommended by Support for a ariety of products, including IBM Systems Director. With Fix Central, you can search, select, order, and download fixes for your system with a choice of deliery options. A IBM Systems Director product fix might be aailable to resole your problem. Note: You need to follow these steps only if you do not hae an Internet connection on your management serer and need to download any updates directly from Fix Central before installing them. If you hae an internet connection, use Update IBM Systems Director in the IBM Systems Director Web interface to automatically obtain and install all types of updates for IBM Systems Director. See Updating systems for more information. If your IBM Systems Director enironment has a problem that is not fixed by a new release or update, contact the Technical Support Center. To do so, you must hae purchased an appropriate support product. 4 IBM Systems Director Troubleshooting and Support Guide

17 Contacting IBM Support Complete the following steps to download fixes from Fix Central. 1. Go to Fix Central at 2. Complete the following steps on the Fix Central page to locate the needed update package: a. From the Product Group list, select IBM Systems Director. The Product list appears. b. From the Product list, select IBM Systems Director. The Installed Version list appears. c. From the Installed Version list, select the ersion of IBM Systems Director that is currently installed. The Platform list appears. d. From the Platform list, select your platform. e. Click Continue. The Select fixes page is displayed. f. Select the fix pack or group that you want to download and then click Continue. The Sign in page is displayed. 3. On the Sign in page, log on with your IBM ID and password. Tip: If you do not currently hae an IBM user account, you can obtain one from The Download options page is displayed. 4. Complete the following steps to download the needed update package: a. Select the Download using Download Director and Include prerequisites and co-requisite fixes options, and then click Continue. The Terms and conditions page page is potentially displayed. b. Select I agree if you agree to the terms and conditions. The Download files using Download Director page is displayed. c. Click Download now to start the download of the update package. The update package downloads to the designated location. 5. Apply the fix. See Updating without an Internet connection for steps. 6. Optional: Subscribe to receie notifications about fixes and other Support updates. Related tasks: Updating systems Updating without an Internet connection Subscribing to Support updates IBM Support proides assistance with product defects, answers FAQs, and helps users resole problems with the product. After trying to find your answer or solution by using other self-help options such as technotes, you can contact IBM Support. Before contacting IBM Support, your company or organization must hae an actie IBM software maintenance agreement (SWMA), the correct entitlement to IBM Systems Director and any actiated plug-ins, and you must be authorized to submit problems to IBM. For information about the types of aailable support, see the Support portfolio topic in the Software Support Handbook. To contact IBM Support about a problem, complete the following steps: Troubleshooting and support 5

18 1. Define the problem, gather background information, and determine the seerity of the problem. For more information, see the Getting IBM support topic in the Software Support Handbook. 2. Gather diagnostic information. For information, see Exchanging information with IBM and, if applicable, IBM Systems Director Serice and Support Manager. 3. Submit the problem to IBM Support using one of the following methods: Online through the Enhanced Customer Data Repository (ECuRep). See MustGather: Instructions for Sending Data to IBM Systems Director Support for more information. With a test case Online through the IBM Support Portal: You can open, update, and iew all of your serice requests from the Serice Request portlet on the Serice Request page. By phone: For the phone number to call in your region, see the Directory of worldwide contacts web page. If the problem that you submit is for a Software defect or for missing or inaccurate documentation,ibm Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Wheneer possible, IBM Support proides a workaround that you can implement until the APAR is resoled and a fix is deliered. IBM publishes resoled APARs on the IBM Support website daily so that other users who experience the same problem can benefit from the same resolution. Be prepared to work with the IBM technical-support representatie by using IBM Assist On-site, which is a remote-assistance plug-in that you can download to your computer. The IBM technical-support representatie can use IBM Assist On-site to iew your desktop and share control of your mouse and keyboard. This tool can shorten the time that it takes to identify the problem, collect the necessary data, and sole the problem. For more information, see IBM Assist On-Site. Exchanging information with IBM To diagnose or identify a problem, you might need to proide IBM Support with data and information from your system. In other cases, IBM Support might proide you with tools or utilities to use for problem determination. Sending information to IBM Support To reduce the time that is required to resole your problem, you can send trace and diagnostic information to IBM Support. To submit diagnostic information to IBM Support, complete the following steps: 1. Open a problem management record (PMR). See MustGather: Instructions for Sending Data to IBM Systems Director Support for more information. 2. Collect the diagnostic data that you need. Diagnostic data helps reduce the time that it takes to resole your PMR. Gather the following information for the affected systems: Note: If you are a root user and IBM Systems Director Serer is installed on AIX or Linux, run the logcollector script to collect log files immediately following the issue. Log files wrap after a certain amount of data is collected, so important data might be lost if you wait too long. 6 IBM Systems Director Troubleshooting and Support Guide

19 Machine types of all the affected systems Operating system Databases that you are using Approximate number of systems that IBM Systems Director manages Details about any changes to the hardware or software configuration that occurred on the affected systems before the failure BIOS and firmware ersion leels of the affected systems Note: If you do not know this information and are on a System x system, you can use Dynamic System Analysis (DSA) to gather the information for you. DSA is aailable from the Systems Management web page at DSA. Whether the failure is intermittent or persistent The last time the feature or function worked Any exceptions or error messages that occur Detailed, step by step instructions for re-creating the problem Any applicable screen capture The Virtual I/O Serer ersion leel, if you are running it on an AIX system The /ar/log/localmessages file or any related log file on any manageability access points (MAPs) for z/vm The /opt/ibm/director/log/twgras.log file on any System z management serers The following file for Common Agent on AIX: /opt/ibm/director/runtime/agent/casserice.zip You can generate this file with the following command: /opt/ibm/director/agent/runtime/agent/toolkit/bin/serice/sh The following files for Common Agent on IBM i: /www/cas/lwi/runtime/agent/casserice.zip /tmp/director/dirmedic.tar.z You can generate these files with the following set of commands: QSH cd /qibm/proddata/director dirmedic The following files for Platform Agent on IBM i: /QOpenSys/QIBM/UserData/UME/Pegasus/cimserer_current.conf /QOpenSys/QIBM/UserData/UME/Pegasus/cimserer_planned.conf /QOpenSys/QIBM/UserData/UME/Pegasus/logs/*.log The CIMOM configuration if you are running Platform Agent on IBM i: a. Enter PASE by calling qp2term or qsh. b. Naigate to the /QOpenSys/QIBM/ProdData/UME/Pegasus/bin directory. c. Issue the following commands to check the CIMOM configuration: 1) cimconfig -l -c 2) cimconfig -l -p Log files that are collected from the logcollector script. If the logcollector script was not run, collect the following information instead: Version of IBM Systems Director that is installed. Whether the installed ersion of IBM Systems Director is a new installation or an upgrade installation. If it is an upgrade installation, also determine the ersion of IBM Systems Director from which you upgraded. Error and trace logs that are in the install_root/lwi/logs directory, where install_root is the root directory of your IBM Systems Director installation. Note that this path uses the backslash (\) to delimit the directory; depending on the system that you are using, you might be required to enter the path using the forward slash (/). Troubleshooting and support 7

20 Installation logs, if you are experiencing an installation problem, that are located in the standard system directories and the install_root/logs directory. The following table contains examples of the installation logs that are located in the standard system directories. Table 1. Example locations of log files for IBM Systems Director 6.3.x AIX IBM i Linux Windows IBM Systems Director Serer installation logs: /ar/log/dirinst.log Not applicable /ar/log/dirinst.log C:\Windows\ /ar/log/director/* /opt/ibm/director/log/ dirsererinst_time.log /opt/ibm/director/log/ *.log C:\Windows\ recoery.txt /opt/ibm/director/log/ dirserersetup.log recoery.txt C:\Windows\ db2prereqcheck.log C:\Windows\ prereqcheckdb2.log C:\Windows\ installdb2.log C:\Windows\ tiguidinst64.log (64-bit Windows only) c:\program Files\IBM\Director\log\ recoery.txt Common Agent installation logs: /ar/log/dirinst.log /tmp/director/ installagent.log /ar/log/dirinst.log C:\Windows\ agent_install.log /tmp/director/ C:\Windows\CasInst.log installdiragent.log C:\Windows\certutil.log /www/cas/lwi/runtime/ agent/logs/install C:\Windows\ diragentinst_time.log C:\Windows\ All of these can be found in diragentsetup.log the dirmedic results. C:\Windows\ tiguidinst.log Platform Agent installation logs: /ar/log/dirinst.log Not applicable /ar/opt/ibm/platform/ log/install.log Common Agent uninstallation logs: Not applicable /tmp/director/ uninstalldiragent.log, which can be found in the dirmedic results. Platform Agent uninstallation logs: /ar/log/diruninst.log Not applicable /ar/opt/ibm/platform/ log/uninstall.log Migration logs: /ar/tmp/ director_sae_630/logs Configuration logs: Not applicable /ar/tmp/ director_sae_630/logs C:\Windows\ platinst_time.log C:\Windows\ platuninst_time.log C:\Windows\ sysdirremoal.log %APPDATA%\ISD62x\logs 8 IBM Systems Director Troubleshooting and Support Guide

21 Table 1. Example locations of log files for IBM Systems Director 6.3.x (continued) AIX IBM i Linux Windows /ar/log/director/* Not applicable /opt/ibm/director/log/ *.log C:\Program Files\IBM\Director\log\ *.log Default managed IBM DB2 database logs: /tmp/installdb2.log Not applicable /tmp/installdb2.log C:\Windows\installdb2.log /tmp/db2setup.log /tmp/db2setup.log Directory structure for your installed IBM DB2 database product (Linux) Directory structure for your installed IBM DB2 database product (Linux) Hardware logs, if you are experiencing a hardware failure or related issue Note: For more information, see Proiding hardware-log information in the IBM Systems Director Systems Management Guide. Files containing the redirected output from the following commands: For AIX - osleel -r - prtconf - df -m For Red Hat Enterprise Linux - cat /etc/redhat-release - rpm -qa - lspd For SUSE Linux - cat /etc/suse-release - rpm -qa - lspd 3. Compress all files that you collected using the.zip or.tar file format. 4. Transfer the files to IBM using one of the following methods: IBM Support Assistant Serice Request tool Standard data upload methods: FTP, HTTP Secure data upload methods: FTPS, SFTP, HTTPS All of these data exchange methods are explained on the MustGather: Instructions for Sending Data to IBM Systems Director Support page. Receiing information from IBM Support Occasionally an IBM technical-support representatie might ask you to download diagnostic tools or other files. You can use FTP to download these files. Ensure that your IBM technical-support representatie proided you with the preferred serer to use for downloading the files and the exact directory and file names to access. To download files from IBM Support, complete the following steps: 1. Use FTP to connect to the site that your IBM technical-support representatie proided and log in as anonymous. Use your address as the password. 2. Change to the appropriate directory: a. Change to the /fromibm directory. Troubleshooting and support 9

22 cd fromibm b. Change to the directory that your IBM technical-support representatie proided. cd nameofdirectory 3. Enable binary mode for your session. binary 4. Use the get command to download the file that your IBM technical-support representatie specified. get filename.extension 5. End your FTP session. quit Subscribing to Support updates To stay informed of important information about the IBM products that you use, you can subscribe to updates. By subscribing to receie updates about IBM Systems Director, you can receie important technical information and updates for specific IBM Support tools and resources. You can subscribe to updates by using one of two approaches: RSS feeds and social media subscriptions The following RSS feeds and social media subscriptions are aailable for IBM Systems Director: IBM Systems Director Forum RSS feeds To subscribe to this feed, go to deeloperworks/forums/forum.jspa?forumid=759 and click the orange RSS button near the top middle of the page. On the RSS subscription page, select the method to use to subscribe to the feed and click Subscribe Now. IBM Redbooks RSS feeds To subscribe to this feed, go to rss.html and select the feed that you want to follow. On the RSS subscription page, select the method to use to subscribe to the feed and click Subscribe Now. YouTube channel for IBM Systems Director To subscribe to this channel, go to IBMSystemsDirector/feed and click Subscribe. Facebook page for IBM Systems Director To like this page, and therefore subscribe to page postings and updates, go to Director/ and click Like. For general information about RSS, including steps for getting started and a list of RSS-enabled IBM web pages, isit the IBM Software Support RSS feeds site. My Notifications With My Notifications, you can subscribe to Support updates for any IBM product. Note: My Notifications replaces My Support, which is a similar tool that you might hae used in the past. With My Notifications, you can specify that you want to receie daily or 10 IBM Systems Director Troubleshooting and Support Guide

23 Searching messages weekly announcements. You can specify the type of information, such as publications, hints and tips, product flashes (also known as alerts), downloads, or driers, the you want to receie. My Notifications enables you to customize and categorize the products about which you want to be informed and the deliery methods that best suit your needs. Complete the following steps to subscribe to My Notifications. 1. Go to 2. Enter your IBM ID and password and click Submit. 3. Identify the updates that you want to receie and the method through which you want to receie them: a. Click the Subscribe tab. b. Select IBM Systems Director. c. Specify or select your notification and other preferences. d. Click Submit. You will receie notifications of updates that you hae requested until you modify your RSS feeds and My Notifications preferences. You can modify your preferences when needed, for example, if you stop using one product and begin using another product. Related information: IBM Software Support RSS feeds Subscribe to My Notifications support content updates My Notifications for IBM technical support My Notifications for IBM technical support oeriew Most messages that appear in IBM Systems Director and its plug-ins are also documented in the information center. Howeer, messages are not listed in the table of contents; they are located using a search. Use the Search feature of the information center or help system to locate additional information associated with any message that you might encounter when using IBM Systems Director and its plug-ins. Note that not all messages hae more detailed help associated with them. To find a specific message, copy and paste its unique message identifier (for example, ATKSRV614E) into the Search field and click Go. The unique message identifier is seen characters minimum and ten characters maximum, in the format XXXYYY######Z, and is structured as follows: The first 3 alphabetic characters (XXX) identify the component prefix. The next 0-3 alphabetic characters (YYY) identify the subsystem. The subsystem ID is optional. The next 3-6 digits (######) identify the message number. Note: Zero padded numbers in message identifiers are not unique. For example, numbers 029, 0029, and all represent the same message. Howeer, when Troubleshooting and support 11

24 searching for a message in the infocenter, ensure that you include the same number of zeros as appeared in the message identifier in the product. Otherwise, the infocenter search will not find the message. The last character (Z) identifies the seerity code, as follows: E Indicates that the message is an error message. I Indicates that the message is an information message. W Indicates that the message is a warning message. To find a set of related messages, enter the common portion of the set's message identifiers into the Search field, fill in the missing portions with asterisks ( * ), and click Go. For example, to find all messages in the ATK component, enter ATK* into the Search field. You can also search for any term and then scan the search results list for messages. Known problems and solutions This section proides troubleshooting information about arious common problems with or limitations of IBM Systems Director, along with their solutions or workarounds. If you experience a problem with any aspect of IBM Systems Director use, reiew the following problem-solution topics to determine if a solution or workaround is already aailable. If your particular problem is not represented, see Searching knowledge bases for a list of other references, particularly the Techdocs Web site, where the solution or workaround might instead reside. Note: Ensure that you look through all possible sections for your problem in case it exists somewhere other than where you first think it should. For example, topics about agent installation problems might appear in either the Installation and migration troubleshooting section or the Common Agent and Platform Agent troubleshooting section. Installation and migration troubleshooting This section proides troubleshooting information about problems and workarounds related to installing, uninstalling, and migrating IBM Systems Director. AIX installation troubleshooting This section proides information for specific problems and workarounds associated with AIX installation. Reiew all troubleshooting topics for possible solutions. For additional troubleshooting information, see the IBM Systems Director Release Notes. Applications require a different openssl file set ersion: This problem affects only systems running AIX. Certain applications on your system require the rpm ersion of the openssl file set, but only the default installp ersion of the openssl file set is aailable. The following error message is a typical one you will see when this problem occurs: 12 IBM Systems Director Troubleshooting and Support Guide

25 # ssh exec(): Cannot load program ssh because of the following errors: Dependent module /usr/lib/libcrypto.a(libcrypto.so.0.9.7) could not be loaded Member libcrypto.so is not found in archie On AIX, the IBM Systems Director agent and serer installation packages install the installp ersion of the openssl file set. This might cause problems with applications that instead require the older rpm ersion of the openssl file set. A system can contain both the installp and rpm file sets at the same time. The openssl installp file set installs libraries into /usr/lib and the openssl rpm file set installs libraries into /usr/linux/lib. Use the following command to run applications that depend on the openssl rpm: #export LIBPATH=/usr/linux/lib:$LIBPATH; Linux installation troubleshooting This section proides information for specific problems and workarounds associated with Linux installation. Reiew all troubleshooting topics for possible solutions. For additional troubleshooting information, see the IBM Systems Director Release Notes. Error message indicates a supported Linux distribution could not be detected: This problem affects only systems running Linux. When installing Platform Agent, Common Agent, or IBM Systems Director Serer, the following error message might be generated: Could not detect rpm supported Linux distribution where rpm is one of the following RPMs: For all platforms: IBMCimCore IBMCimExt DirectorCimCore System x: xseriescoreserices-leel1 dsa lsi_ir_hhr Power Systems: pseriescoreserices-leel1 This message occurs if you install IBM Systems Director components on a Linux distribution that is not supported by the following RPMs: Troubleshooting and support 13

26 IBMCimCore IBMCimExt DirectorCimCore xseriescoreserices-leel1 dsa lsi_ir_hhr pseriescoreserices-leel1 To correct the problem, install a supported Linux distribution. See the IBM Systems Director Planning, Installation, and Configuration Guide for your system. Related reference: Supported operating systems SELinux is set to enforce security policies: This problem affects only systems running Linux. You are haing trouble installing IBM Systems Director Common Agent because SELinux is in the enforcing state. If your serer runs Red Hat Enterprise Linux ersion 4 or 5, SELinux might be enabled and enforcing security policies on your system. IBM Systems Director Common Agent might hae trouble if SELINUX is set to enforcing. You must ensure that SELinux is set to permissie before you install IBM Systems Director Common Agent. See the Preparing to install Common Agent on Linux topic for your system type for more information and instructions. Cannot install agents on Red Hat Enterprise Linux or VMware managed systems using the Agent Installation Wizard: This problem affects using the Agent Installation Wizard to deploy agents on managed systems running Red Hat Enterprise Linux or VMware ESX. : Attempts to install agents on Red Hat Enterprise Linux or VMware managed systems using the Agent Installation Wizard do not succeed. Inestigation: Open the install_root/tpm/config/logs/msg.log file and look for the following lines: Caused by: com.jcraft.jsch.jschexception: Algorithm negotiation fail at com.jcraft.jsch.session.receie_kexinit(session.jaa:555) at com.jcraft.jsch.session.connect(session.jaa:334) at com.jcraft.jsch.session.connect(session.jaa:190) at com.thinkdynamics.kanaha.de.windows.windowsssh.exec(windowsssh.jaa:33) 14 IBM Systems Director Troubleshooting and Support Guide

27 where install_root is the root directory of your IBM Systems Director installation. If these lines appear in the msg.log file, the problem can be resoled by changing the configuration of the SSH daemon on the VMware system. : Perform the following steps to ensure that agents can be installed on managed systems running Red Hat Enterprise Linux or VMware ESX using the Agent Installation Wizard: 1. On the VMware managed system, open the /etc/ssh/sshd_config file in a text editor. 2. Locate the following line: Ciphers aes256-cbc,aes128-cbc 3. Change the line to: Ciphers aes256-cbc,aes128-cbc,3des-cbc 4. Sae and close the /etc/ssh/sshd_config file. 5. Stop and restart the ssh daemon. Type the following command: serice sshd restart 6. Use VMware Sphere Client Security Profile Properties to enable ibmsa and ibmcim. a. Using VMware Sphere Client, connect to a VMware ESX 4.x system. b. Click the Configuration tab. c. Under Software, click Security Profile. d. Select Properties and enable ibmsa and ibmcim. 7. Ensure the alidity of any stored public key data for the target system in root_ssh_data_directory/known_hosts on IBM Systems Director Serer. See Common Agent cannot be installed on an AIX or Linux system for more information. VMware installation troubleshooting This section proides information for specific problems and workarounds associated with VMware installation. Reiew all troubleshooting topics for possible solutions. For additional troubleshooting information, see the IBM Systems Director Release Notes. Cannot install agents on Red Hat Enterprise Linux or VMware managed systems using the Agent Installation Wizard: This problem affects using the Agent Installation Wizard to deploy agents on managed systems running Red Hat Enterprise Linux or VMware ESX. : Attempts to install agents on Red Hat Enterprise Linux or VMware managed systems using the Agent Installation Wizard do not succeed. Inestigation: Open the install_root/tpm/config/logs/msg.log file and look for the following lines: Caused by: com.jcraft.jsch.jschexception: Algorithm negotiation fail at com.jcraft.jsch.session.receie_kexinit(session.jaa:555) at com.jcraft.jsch.session.connect(session.jaa:334) at com.jcraft.jsch.session.connect(session.jaa:190) at com.thinkdynamics.kanaha.de.windows.windowsssh.exec(windowsssh.jaa:33) Troubleshooting and support 15

28 where install_root is the root directory of your IBM Systems Director installation. If these lines appear in the msg.log file, the problem can be resoled by changing the configuration of the SSH daemon on the VMware system. : Perform the following steps to ensure that agents can be installed on managed systems running Red Hat Enterprise Linux or VMware ESX using the Agent Installation Wizard: 1. On the VMware managed system, open the /etc/ssh/sshd_config file in a text editor. 2. Locate the following line: Ciphers aes256-cbc,aes128-cbc 3. Change the line to: Ciphers aes256-cbc,aes128-cbc,3des-cbc 4. Sae and close the /etc/ssh/sshd_config file. 5. Stop and restart the ssh daemon. Type the following command: serice sshd restart 6. Use VMware Sphere Client Security Profile Properties to enable ibmsa and ibmcim. a. Using VMware Sphere Client, connect to a VMware ESX 4.x system. b. Click the Configuration tab. c. Under Software, click Security Profile. d. Select Properties and enable ibmsa and ibmcim. 7. Ensure the alidity of any stored public key data for the target system in root_ssh_data_directory/known_hosts on IBM Systems Director Serer. See Common Agent cannot be installed on an AIX or Linux system for more information. Windows installation troubleshooting This section proides information for specific problems and workarounds associated with Windows installation. Reiew all troubleshooting topics for possible solutions. For additional troubleshooting information, see the IBM Systems Director Release Notes. Windows blue screen IRQL_NOT_LESS_OR_EQUAL: This problem affects Common Agent. It occurs only on systems running Windows Serer During installation of Common Agent, Windows might display the following blue screen trap: IRQL_NOT_LESS_OR_EQUAL This problem is soled by a Microsoft update. See Microsoft Knowledge Base Article for more information. 16 IBM Systems Director Troubleshooting and Support Guide