IBM Tivoli Service Level Advisor. Troubleshooting. Version 2.1 SC

Transcription

1 IBM Tioli Serice Leel Adisor Troubleshooting Version 2.1 SC

2 First Edition (September 2004) This edition applies to Version 2.1 of IBM Tioli Serice Leel Adisor (program number 5724 C40) and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright International Business Machines Corporation 2002, All rights resered. US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

3 Contents Preface Who should read this guide Publications IBM Tioli Serice Leel Adisor library.... IBM DB2 Uniersal Database Enterprise Edition library ii Tioli Data Warehouse library ii Warehouse Enablement Packs ii IBM WebSphere Application Serer library... ii SLM Administratie Console Information... ii Related publications iii Accessing Publications Online iii Ordering publications iii Accessibility iii Tioli technical training ix Contacting IBM Software Support ix Determine the business impact of your problem ix Describe your problem and gather background information x Submit your problem to IBM Software Support..x Searching knowledge bases x Obtaining fixes xi Updating support information xii Participating in newsgroups xii Conentions used in this guide xiii Typeface conentions xiii Operating system-dependent ariables and paths xi Chapter 1. Message and Trace Logging 1 Handlers and Filters Accessing Log Files Configuring Log Files Configuring Log Files for the SLM Serer...3 Configuring Log Files for SLM Reports and the SLM Administration Serer Locating Trace and Message Log Files Remoing Aged ffdc Log Files Relocating the Tioli Common Directory....7 Log File Names Additional Log Files for SLM Administration Serer and SLM Reports Viewing Product Logs Message Logging The Message Log Format Viewing Product Messages Understanding the Message Format Trace Logging Setting Tracing Leels in the SLM Serer Enironment Setting Tracing Leels in SLM Reports and SLM Administration Serer Enironments Understanding the Trace Log Format Configuring Filtering Masks Audit Logging Chapter 2. Troubleshooting During Installation and Configuration Installing DB2 Uniersal Database Instance Creation Failed During DB2 Uniersal Database Installation on UNIX Systems Updating the JDBC Leel Installing and Configuring WebSphere Application Serer Installing on Linux Systems WebSphere Administration Console Unaailable after Installing on AIX Systems Errors while Enabling WebSphere Security...20 Creating SLM Databases Database Creation Fails Recoering from Cataloging a Local Database as Remote Installing IBM Tioli Serice Leel Adisor Blank Install Window or Incomplete Text...23 Install Screen Fonts Not Readable Cleaning up Temporary ISMP Directories...24 Receie DYKIN0005E or DYKIN0088E Errors Connecting to SLM Databases Installing SLM Reports or SLM Administration Serer Installing with the IIS Serice Installation Fails because the Directory Serice is not Started Configuring ODBC Data Sources Verifying Successful ODBC Data Source Creation 25 Installing and Configuring the Registration and Process ETLs Logging in to the Data Warehouse Center...26 Incorrect leel of db2jaa.zip Could not execute/locate DB2 command...26 System Startup Serer Hostname is Not Fully Qualified SLM Serer Startup Cannot Connect to SLM Databases Accessing SLM Reports HTTP 500 Internal Serer Error or DYKAL3003E Error Message Uninstalling IBM Tioli Serice Leel Adisor...30 Uninstallation Fails because the Directory Serice is Not Started Uninstalling SLM Install Options Manually Uninstalling IBM Tioli Serice Leel Adisor Upgrading IBM Tioli Serice Leel Adisor...31 Upgrade of the SLM Serer Fails Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor CLI Serice Commands CLI Client Interface Cannot Establish a Connection to the CLI Serice Copyright IBM Corp. 2002, 2004 iii

4 Serer Hostname is Not Fully-Qualified Issuing scmd list Reports only rcc, log, and slm Bundles Failure Attempting to Disable Source Applications Problems Related to SLM Databases (Distributed Platforms) Exceeding Maximum Application Connections..37 Reconnecting to the Tioli Data Warehouse Database After Changing Logfile Size SLM Administratie Console or SLM Reports User Interface Unresponsie Receiing SQL0289N While Executing a Database Operation Receiing SQL1224N When Attempting to Connect to SLM Databases Receiing SQL30081N When Attempting to Connect to SLM Databases Remotely Unable to Publish Serice Monitor Results...41 Optimizing Performance on Data Collection..41 Problems Related to Databases on z/os Systems..43 Error SQL0969N Receied: There is no message text corresponding to SQL error Encoding Issues and Limitations with the DY1 Source Warehouse Pack Incorrect Port Number Specified during Database Creation Error SQL0913N Receied: Unsuccessful execution caused by deadlock or timeout...44 Problems Related to the DB2 Data Warehouse Center Log in Fails: Unexpected Communication Error 44 Login Fails: Unable to Retriee DB2 User Login Fails: Database Specified Does Not Match 45 Warehouse Serices Missing from Control Serer 46 Problems Related to Data Retrieal Ealuating Partial or Missing Data No Data in SLM Reports for a Specific SLA..47 Data Extracted From Warehouse Late Updating an Ealuation Based on the Arrial of Late Data Receiing Too Many DYKME9094 Messages..53 Problems Related to ETLs SLM ETL Step Failed Schedules Changing in Work In Progress Display 54 Recoering From SLM ETL Failure Problems Related to the SLM Administratie Console User Sign-On Fails Tasks not Displayed in Portfolio Tioli Common Directory Logs Not Accessible.56 Resource Name Incorrectly Specified When Renaming a Resource Object Description not Fully Displayed Display of Time Zone Offset is Incorrect Problems Related to the SLM Serer Out of Jaa Memory Windows Error 1053 Encountered During Start-up Trend Tracking Information Cleared when SLM Serer is Stopped SLM Serer Appears Hung During Historical Ealuations Problems Related to Creating Offerings and SLAs 59 Ealuation Frequency Selection List Does Not Include Hourly Interals No Selectable Resources in Create Offering Window No Measurement Sources Aailable for the Component Type Internal Error While Creating Offering, SLA, Customer, or Realm Error Message SQL0911N Receied, Current transaction rolled back because of deadlock or timeout Unable to Submit an SLA Problems Related to Eent Escalation Message Logged: DYKME9071I: Violation Detected but not Published Problems with Message Content Corrupted Characters in Receied Tioli Enterprise Console Eent Serer Communication Problems Error While Forwarding Tioli Enterprise Console Eent Resoling Additional Tioli Enterprise Console Eent Forwarding Problems in Non-English Locales SNMP Trap Notification Problems Information in the SNMP Eent is not Translated 68 SNMP Traps Not Sent from Linux SLM Serer.68 Problems Related to SLM Reports Sign-in to SLM Reports Unsuccessful Error Message DYKRP0070E, Page Not Found.. 69 Understanding Trend Lines on Graphs Graph Not Displayed on UNIX Fonts on Graphs Not Properly Displayed...71 No Results in Reports when Performing Hourly Ealuations Handling Data Points That Are Not Valid...71 SLM Reports Not Displayed in the Correct Time Zone Problems Related to Backup and Restore No Backup in UNIX Destination Directory...72 Receiing SQL1116N When Attempting to Connect to SLM Databases Receiing SQL1117N When Attempting to Connect to SLM Databases Configuring the CLI Serice and Utilities Resetting the CLI Serice Password Modifying the CLI Port Updating the Communication Port Problems Related to Commands and Utilities...74 SBCS Characters Get Corrupted in Command Line Appendix. Notices Trademarks Index i IBM Tioli Serice Leel Adisor: Troubleshooting

5 Preface Who should read this guide Publications IBM Tioli Serice Leel Adisor : Troubleshooting proides information to help you identify and resole problems that might occur during product installation and configuration, as well as problems that might occur during normal use of the product. Message and trace logging functions are also described, to assist you in identifying the root causes of problems and resoling them quickly. This document is written for systems administrators and Tioli Professional Serices personnel who install, configure, and integrate IBM Tioli Serice Leel Adisor and its supporting applications in the enterprise enironment, and use IBM Tioli Serice Leel Adisor for creating and managing serice leel agreements. You should be familiar with planning, installing, and configuring distributed systems management software, and be somewhat familiar with the business objecties associated with the IBM serice leel management solution. You should also hae a working knowledge of IBM DB2 Uniersal Database Enterprise Edition, in the areas of installing and configuring DB2 serers and clients, creating multiple instances of DB2 Uniersal Database, cataloging databases, and performing backup and restore operations to protect your database resources. You should also be familiar with the following information: HTML concepts for customizing Jaa Serer Pages (JSP files) to generate Web-based reports Supported Tioli applications that are enabled for putting data into the Tioli Data Warehouse (see the IBM Tioli Serice Leel Adisor Release Notes for information on supported Tioli applications) Data warehouse information and design, extract, transform, and load (ETL) processes IBM WebSphere Application Serer, in the areas of installing, configuring, and starting the Application Serer and WebSphere Administratie Console The z/os enironment, if you plan to create and maintain SLM databases on a z/os system This section lists publications in the IBM Tioli Serice Leel Adisor library and other related documents. It also describes how to access Tioli publications online, and how to order Tioli publications. IBM Tioli Serice Leel Adisor library Product information for using IBM Tioli Serice Leel Adisor is found in the /tsladocs directory on the IBM Tioli Serice Leel Adisor Documentation CD, in PDF and HTML formats. Inserting the Documentation CD into a machine using the Windows operating system automatically launches the Tioli Software Information Center, from which you can access any of the aailable documentation in softcopy form. Copyright IBM Corp. 2002, 2004

6 The following documents are aailable in the IBM Tioli Serice Leel Adisor library: A Read Me First document that proides a starting point to help you become oriented with the set of IBM products that support the oerall SLM solution, and some quick instructions on what documentation to refer to as you begin your installation of IBM Tioli Serice Leel Adisor and its supporting applications. Release Notes, SC This document proides late-breaking information, such as problems and workarounds, and patch aailability. Getting Started, SC This document introduces you to IBM Tioli Serice Leel Adisor and proides information about planning, installing, and configuring IBM Tioli Serice Leel Adisor to run in your Tioli enterprise enironment. Managing Serice Leel Agreements, SC This document proides information about creating and managing schedules, offerings, customers, and realms, and associating these elements with selected resources in your enterprise enironment to deelop serice leel agreements (SLAs) between your organization and customers who depend on your enterprise for agreed upon leels of serice. This document is designed to be used by administrators, serice offering specialists, and serice leel agreement specialists who are responsible for creating and managing SLAs. SLM Reports, SC This document proides information about generating and iewing Web-based SLM reports for IBM Tioli Serice Leel Adisor, based on the ealuation and trend analysis results of the data that is extracted from the Tioli Data Warehouse database. Additional information is proided so that you or your customer can integrate SLM reports into the customer Web site, including examples of how you can customize arious display features. Administrator s Guide, SC This document proides information about the administratie tasks you can perform using IBM Tioli Serice Leel Adisor to configure your SLM enironment, and perform arious administratie functions that support IBM Tioli Serice Leel Adisor, such as backup and restoration operations, and user definition and authorization. Command Reference, SC This document proides information on command line interface (CLI) commands aailable for displaying certain conditions and states inside IBM Tioli Serice Leel Adisor, and for performing arious configuration tasks using the scmd command. Additional utilities that proide other specific functions are also described. Messages, SC This document proides information on messages that might be displayed while using the IBM Tioli Serice Leel Adisor product. It proides additional explanations for messages and instructions on what to do to recoer from errors. Troubleshooting, SC This document proides information on resoling problems that you might encounter during installation and configuration, as well as resoling administratie problems that might arise during typical operation of the product. Information about message and trace logging is also proided. Online user assistance for IBM Tioli Serice Leel Adisor i IBM Tioli Serice Leel Adisor: Troubleshooting

7 The online user assistance proides integrated online help topics for all IBM Tioli Serice Leel Adisor administratie tasks that are performed using the SLM Administratie Console. Online user assistance is displayed in the Task Assistant portion of the SLM Administratie Console. Specific information about performing IBM Tioli Serice Leel Adisor tasks is documented only in this online user assistance. When new products are installed that run in the SLM Administratie Console, corresponding online help topics are also installed and integrated into the existing information base. In addition, refer to the following IBM Tioli Serice Leel Adisor Web site for support information and software updates on IBM Tioli Serice Leel Adisor and supported warehouse packs and downloadable interim fix software: IBM DB2 Uniersal Database Enterprise Edition library The publications required to support IBM DB2 Uniersal Database Enterprise Edition are aailable on the IBM DB2 Uniersal Database Enterprise Edition CD, or from this IBM Web site: Tioli Data Warehouse library IBM Tioli Serice Leel Adisor requires Tioli Data Warehouse to be installed in your enterprise, to sere as the data repository for Tioli performance and aailability monitoring applications that proide data for serice leel management. See the following documentation on the Tioli Data Warehouse Documentation CD included with IBM Tioli Serice Leel Adisor: Installing and Configuring Tioli Data Warehouse Enabling an Application for Tioli Data Warehouse Tioli Data Warehouse Release Notes Warehouse Enablement Packs Warehouse enablement packs (also referred to as warehouse packs) are the interfaces that load and transform data collected by source applications into Tioli Data Warehouse, and from Tioli Data Warehouse to other target applications that use the data to generate reports and perform analyses. Refer to the Release Notes for IBM Tioli Serice Leel Adisor for the online location of the latest warehouse pack information. IBM WebSphere Application Serer library IBM Tioli Serice Leel Adisor uses IBM WebSphere Application Serer as the basis for the SLM Administration Serer and SLM Reports functions. Getting Started proides introductory information on installing IBM WebSphere Application Serer and integrating it with IBM Tioli Serice Leel Adisor. See the official documentation proided on the IBM WebSphere Application Serer product media included with IBM Tioli Serice Leel Adisor for additional information, and also refer to the latest IBM WebSphere Application Serer product information online at the following Web site: SLM Administratie Console Information IBM Tioli Serice Leel Adisor proides the SLM Administratie Console, a Web-based Administration Serer graphical user interface (GUI) that runs in the Preface ii

8 IBM WebSphere enironment, from which you can create and manage schedules, offerings, customers, realms, and SLAs. Information on the use of the SLM Administratie Console and tasks related to creating and managing SLAs are described in detail in Managing Serice Leel Agreements. User assistance for the SLM Administratie Console is aailable in the Task Assistant online help function. Related publications The following documents also proide useful information: The Tioli Software Glossary includes definitions for many of the technical terms related to Tioli software. The Tioli Software Glossary is aailable, in English only, at the following Web site: Access the glossary by clicking the Glossary link on the left pane of the Tioli software library window. Accessing Publications Online Ordering publications Accessibility In addition to the Documentation CD that is shipped with IBM Tioli Serice Leel Adisor, you can also access these publications online. IBM posts publications for this and all other Tioli products, as they become aailable and wheneer they are updated, to the Tioli software information center Web site. Access the Tioli software information center by first going to the Tioli software library at the following Web address: Scroll down and click the Product manuals link. In the Tioli Technical Product Documents Alphabetical Listing window, click the IBM Tioli Serice Leel Adisor link to access the product library at the Tioli software information center. Note: If you print PDF documents on other than letter-sized paper, set the option in the File > Print window that allows Adobe Reader to print letter-sized pages on your local paper. You can order many Tioli publications online at the following Web site: You can also order by telephone by calling one of these numbers: In the United States: In Canada: In other countries, see the following Web site for a list of telephone numbers: Accessibility features help users with a physical disability, such as restricted mobility or limited ision, to use software products successfully. With this product, you can use assistie technologies to hear and naigate the interface.you can also use the keyboard instead of the mouse to operate all features of the graphical user interface. iii IBM Tioli Serice Leel Adisor: Troubleshooting

9 Tioli technical training For Tioli technical training information, refer to the following IBM Tioli Education Web site: Contacting IBM Software Support IBM Software Support proides assistance with product defects. Before contacting IBM Software Support, your company must hae an actie IBM software maintenance contract, and you must be authorized to submit problems to IBM. The type of software maintenance contract that you need depends on the type of product you hae: For IBM distributed software products (including, but not limited to, Tioli, Lotus, and Rational products, as well as DB2 Uniersal Database and WebSphere products that run on Windows or UNIX operating systems), enroll in Passport Adantage in one of the following ways: Online: Go to the following Passport Adantage Web page and click How to Enroll: By phone: For the phone number to call in your country, go to the following IBM Software Support Web site and click the name of your geographic region: techsupport.serices.ibm.com/guides/contacts.html For IBM eserer software products (including, but not limited to, DB2 Uniersal Database and WebSphere products that run in zseries, pseries, and iseries enironments), you can purchase a software maintenance agreement by working directly with an IBM sales representatie or an IBM Business Partner. For more information about support for eserer software products, go to the IBM Technical Support Adantage Web page: If you are not sure what type of software maintenance contract you need, call IBMSERV ( ) in the United States or, from other countries, go to the contacts page of the following IBM Software Support Handbook on the Web and click the name of your geographic region for phone numbers of people who proide support for your location: techsupport.serices.ibm.com/guides/contacts.html Follow the steps in this topic to contact IBM Software Support: 1. Determine the business impact of your problem. 2. Describe your problem and gather background information. 3. Submit your problem to IBM Software Support. Determine the business impact of your problem When you report a problem to IBM, you are asked to supply a seerity leel. Therefore, you need to understand and assess the business impact of the problem you are reporting. Use the following criteria to decide on an appropriate seerity leel for your problem: Seerity 1 Critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution. Preface ix

10 Seerity 2 Seerity 3 Seerity 4 Significant business impact: The program is usable but is seerely limited. Some business impact: The program is usable with less significant features (not critical to operations) unaailable. Minimal business impact: The problem causes little impact on operations, or a reasonable circumention to the problem has been implemented. Describe your problem and gather background information When explaining a problem to IBM, be as specific as possible. Include all releant background information so that IBM Software Support specialists can help you sole the problem efficiently. To sae time, know the answers to these questions: What software ersions were you running when the problem occurred? Do you hae logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information. Can the problem be recreated? If so, what steps led to the failure? Hae any changes been made to the system? (For example, hardware, operating system, networking software, and so on.) Are you currently using a workaround for this problem? If so, please be prepared to explain it when you report the problem. Submit your problem to IBM Software Support You can submit your problem in one of two ways: Online: Go to the Submit and track problems page on the IBM Software Support site: Enter your information into the appropriate problem submission tool. Do you hae logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information. Can the problem be recreated? If so, what steps led to the failure? Hae any changes been made to the system? (For example, hardware, operating system, networking software, and so on.) Are you currently using a workaround for this problem? If so, please be prepared to explain it when you report the problem. If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Wheneer possible, IBM Software Support proides a workaround for you to implement until the APAR is resoled and a fix is deliered. IBM publishes resoled APARs on the IBM product support Web pages daily, so that other users who experience the same problem can benefit from the same resolutions. For more information about problem resolution, see Searching knowledge bases and Obtaining fixes on page xi. Searching knowledge bases If you hae a problem with your IBM software, you want it resoled quickly. Begin by searching the aailable knowledge bases to determine whether the resolution to your problem is already documented. x IBM Tioli Serice Leel Adisor: Troubleshooting

11 Search the information center on your local system or network IBM proides extensie documentation that can be installed on your local machine or on an intranet serer. You can use the search function of this information center to query conceptual information, instructions for completing tasks, reference information, and support documents. Tip: Update your information center with the latest support information. Search the Internet If you cannot find an answer to your question in the information center, search the Internet for the latest, most complete information that might help you resole your problem. To search multiple Internet resources for your product, expand the product folder in the naigation frame to the left and select Support on the Web. From this topic, you can search a ariety of resources including: IBM technotes IBM downloads IBM Redbooks IBM DeeloperWorks Forums and newsgroups Google Obtaining fixes A product fix might be aailable to resole your problem. You can determine what fixes are aailable for your IBM software product by checking the product support Web site: 1. Go to the IBM Software Support Web site ( 2. Under Products A - Z, select your product name. This opens a product-specific support site. 3. Under Self help, follow the link to All Updates, where you find a list of fixes, fix packs, and other serice updates for your product. For tips on refining your search, click Search tips. 4. Click the name of a fix to read the description and optionally download the fix. To receie weekly notifications about fixes and other news about IBM products, follow these steps: 1. From the support page for any IBM product, click My support in the upper-right corner of the page. 2. If you hae already registered, skip to the next step. If you hae not registered, click register in the upper-right corner of the support page to establish your user ID and password. 3. Sign in to My support. 4. On the My support page, click Edit profiles in the left naigation pane, and scroll to Select Mail Preferences. Select a product family and select the appropriate boxes for the type of information you want. 5. Click Submit. 6. For notification for other products, repeat Steps 4 and 5. For more information about types of fixes, see the Software Support Handbook ( Preface xi

12 Updating support information Information centers typically include one or more support information plug-ins. These plug-ins add IBM technotes and other support documents to the information center. The following steps describe how to update your support information plug-ins: Participating in newsgroups 1. Go to the IBM Software Support Web site ( 2. Under Products A - Z, select your product name. This opens a product-specific support site. 3. Under Search support for this product, type the keyword phrase: com.ibm.support. Select the Download check box, and click Submit. 4. Check the search results for updates to support information plug-ins. All support information plug-ins follow the naming conention, com.ibm.support.product.doc. If an update is aailable, select it from the list and iew the download instructions. 5. Sae the attached zip file to a temporary location on your hard drie. 6. Unzip the downloaded file, making sure that you retain the subfolders. 7. From the location where you unzipped the file, copy the support information plug-in folder to your Eclipse plug-ins folder. For example, if your IBM software product is installed at c:\ibm\websphere\, copy the updated plug-in folder (com.ibm.support.product.doc) to c:\ibm\websphere\eclipse\plugins. 8. To see the updated support information, start the information center (or shut it down and restart it), and expand the Support information node in the naigation tree. User groups proide software professionals with a forum for communicating ideas, technical expertise, and experiences related to the product. They are located on the Internet, and are aailable using standard news reader programs. These groups are primarily intended for user-to-user communication, and are not a replacement for formal support. If you use Mozilla as your browser, complete the following instructions to access a newsgroup: 1. Open a Mozilla browser window. 2. From the Edit menu, click Preferences. The Preferences window is displayed. 3. In the Category iew, click Mail & Newsgroups to display the Mail & Newsgroups settings. 4. Select the Use Mozilla mail as the default mail application check box. 5. Click OK. 6. Close your Mozilla browser and then open it again. 7. Cut and paste the newsgroup address of a product into the browser Address field, and press Enter to open the newsgroup. If you use Microsoft Internet Explorer as your browser, complete the following instructions to access a newsgroup: 1. Open an Internet Explorer browser. 2. From the Tools menu, click Internet Options. 3. On the Internet Options window, click the Programs tab. 4. In the Newsgroups list, click the Down Arrow and then click Outlook Express. xii IBM Tioli Serice Leel Adisor: Troubleshooting

13 5. Click OK. 6. Close your Internet Explorer browser and then open it again. 7. Cut and paste the newsgroup address of a product into the browser Address field, and press Enter to open the newsgroup. You can find information on Tioli Data Warehouse by accessing the following newsgroup: news://news.software.ibm.com/ibm.software.tioli.enterprise-data-warehouse You can find information on IBM Tioli Serice Leel Adisor by accessing the following newsgroup: news://news.software.ibm.com/ibm.software.tioli.serice-leel-adisor You can find information on DB2 Uniersal Database by accessing the following newsgroup: news://news.software.ibm.com/ibm.software.db2 You can find information on IBM WebSphere Application Serer by accessing the following newsgroup: news://news.software.ibm.com/ibm.software.websphere.application-serer Conentions used in this guide This guide uses seeral conentions for special terms and actions, operating system-dependent commands and paths, and margin graphics. Typeface conentions This guide uses the following typeface conentions: Bold Italic Lowercase commands and mixed case commands that are otherwise difficult to distinguish from surrounding text Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons, list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs, property sheets), labels (such as Tip:, and Operating system considerations:) Keywords and parameters in text Citations (titles of books, diskettes, and CDs) Words defined in text Emphasis of words (words as words) New terms in text (except in a definition list) Variables and alues you must proide Monospace Examples and code examples File names, programming keywords, and other elements that are difficult to distinguish from surrounding text Message text and prompts addressed to the user Text that the user must type Values for arguments or command options Preface xiii

14 Operating system-dependent ariables and paths This guide uses the UNIX conention for specifying enironment ariables and for directory notation. When using the Windows command line, replace $ariable with % ariable% for enironment ariables and replace each forward slash (/) with a backslash ( \) in directory paths. The names of enironment ariables are not always the same in Windows and UNIX. For example, %TEMP% in Windows is equialent to $tmp in UNIX. Note: If you are using the bash shell on a Windows system, you can use the UNIX conentions. xi IBM Tioli Serice Leel Adisor: Troubleshooting

15 Chapter 1. Message and Trace Logging Logging refers to the collecting of text messages and trace data created by IBM Tioli Serice Leel Adisor components and applications. These messages and data are written to log files for later iewing and possible action. Logging records these eents that occur while an application is operating through software objects called loggers. There are two types of logging: message logging and trace logging. Message logging records text messages to relay information on how the system or application is performing. Messages are also used to alert the system administrator to exception conditions when they occur. Messages are translated into multiple languages and are displayed based on the locale of the serer on which the message was generated. By default, message logging is enabled for IBM Tioli Serice Leel Adisor. A related set of message logs proides additional detail on certain messages when they occur. These message detail logs cross reference messages that are written to the regular message logs, and proide additional information that you can use to assist in problem determination and resolution. Trace logging is used to capture transient information about the current operating enironment when a component or application fails to operate as intended. IBM Customer Support personnel use the captured trace information to determine the source of an error or unexpected condition, and to diagnose the problem. When the component is operating normally, tracing is usually turned on at a leel 1 filter to optimize performance. Tracing is enabled by default for IBM Tioli Serice Leel Adisor and can be filtered based on seeral different criteria. Trace log data is only aailable in the English language. When a message or trace eent occurs within IBM Tioli Serice Leel Adisor, the information about the eent is captured in a log record and written to one of the IBM Tioli Serice Leel Adisor log files. Log records encapsulate the generated message and trace data. The contents of the log record depend on the type of logger and the information supplied when the logged eent occurs. In addition to message and trace logging, IBM Tioli Serice Leel Adisor contains a third type of logging called first failure data capture (FFDC). FFDC captures additional information that would not normally be found in the message logs when an error occurs. FFDC is similar to tracing in that it is intended for use by IBM Customer Support. Similar information might be contained in the trace logs, but the adantage of FFDC is in catching specific error information not normally caught when tracing is disabled. Like trace logging, FFDC should only be configured with the adice of IBM Customer Support. IBM Tioli Serice Leel Adisor also supports audit logging. This type of logging records information about creations, deletions, and changes to schedules, published offerings, realms, customers, SLAs, and schedule customizations. This logging information also includes changes resulting from re-ealuations and adjudication information related to excluding or reinstating iolations using the SLM Administratie Console. This is a form of message logging and is configured and iewed in the same manner. See Audit Logging on page 17 for further information. Copyright IBM Corp. 2002,

16 Handlers and Filters Accessing Log Files Handlers are software objects that direct log records captured by a logger to a destination. In IBM Tioli Serice Leel Adisor, log records are directed to a multifile handler (a rotating set of log files), an XML multifile handler, and a console handler. IBM Tioli Serice Leel Adisor audit logging uses specific audit multiple file and audit XML multiple file handlers. Handlers are associated with message and trace loggers by configuration settings. Filters can be applied to loggers, to handlers, or to both loggers and handlers. When applied to a logger, the filters determine which type of message and trace records the logger will process. When applied to a handler, the filters determine which type of message and trace records the handler will send to the destination. Log files are stored in the Tioli Common Directory, a common repository for all Tioli applications to store log and trace message files. The location of this directory is set when the first Tioli application is installed on the machine. If IBM Tioli Serice Leel Adisor is the first application to be installed on the machine, the installation procedure creates the Tioli Common Directory in the default path <Program_Files>\ibm\tioi\common, or in another location specified by the user at installation time. The <Program_Files> parameter is found on your system by examining the registry: 1. Start regedt32 (click Start > Run, then enter regedt32). 2. Expand the tree under HKEY_LOCAL_MACHINE and naigate to SOFTWARE\Microsoft\Windows\CurrentVersion. 3. Find the ProgramFilesDir parameter. The alue of this parameter should be similar to C:\Program Files. You can find where the Tioli Common Directory is created by looking in the following file: For Windows systems: <Program_Files>\ibm\tioli\common\cfg\log.properties For UNIX systems: /etc/ibm/tioli/common/cfg/log.properties The log files stored in the Tioli Common Directory are accessible to users defined as follows: On Windows systems, your Windows NT user name must either hae Administrator access or belong to the tioli user group. You can add new users to the tioli group by doing the following: 1. Naigate to the Tioli Common Directory (the default is <Program_Files>\ibm\tioli\common) and right-click on the folder, then click Properties, and then Security, and add the tioli group to the authorized access list. 2. If the Tioli Common Directory is not located in the default location, the log.properties file is still initially created at <Program_Files>\ibm\tioli\common\cfg. Add the tioli group to this file also, by naigating to the file, right-clicking on the file icon, then clicking Properties, and then Security, and add the tioli group to the authorized access list. 2 IBM Tioli Serice Leel Adisor: Troubleshooting

17 3. Click Start > Settings > Control Panel > Users and Passwords. 4. Select the Adanced tab and then click the Adanced button under Adanced User Management. 5. Open the groups folder and display the users that are already members of the tioli group. Repeat this process to add other users to the group. On UNIX systems, the specific procedure might ary depending on the system platform. Consult your UNIX administrator for assistance in adding a new user to the tioli group for access to these files. Configuring Log Files IBM Tioli Serice Leel Adisor logs using the multiple file handler are configured to adjust the number of message and trace log files and the size of each of these files. By default, the multiple file handler specifies that log files are created in a rotating set of 3 files of size 512 KB. This includes the multiple file handler for audit logging. Trace logging has been configured to a default file size of 5 MB. The following files do not use the multiple file handler and cannot be configured in this manner: IBM Tioli Serice Leel Adisor files tslmerr.log and tslmout.log on the SLM Serer The file named msgtslalogging.log on all three components All Installation log files The SLM Serer, SLM Reports, and SLM Administration Serer components of IBM Tioli Serice Leel Adisor hae specific commands to modify their logging structure. If these three components are installed together on the same machine in the same directory, changes to the logging infrastructure are applied to all three components. Configuring Log Files for the SLM Serer Configure the number of message and trace files and the size of the files by using the scmd log handler command, as described in the Command Reference. Configure message and trace files by specifying the handler object names msgfile.slm, msgfile.xml, trcfile.slm, and trcfile.xml, respectiely, in the scmd log handler command. To modify the number of log files or their size, complete the following steps: 1. At a command prompt, naigate to the directory where IBM Tioli Serice Leel Adisor is installed, and run the following command to setup the SLM enironment: For Windows systems: slmen.bat For UNIX systems:../slmen.sh 2. To change the maximum size of message and trace files, use the maxfilesize key, where the alue of maxfilesize is the file size in KB. For example, to change the size of the ASCII message files to 1024 KB, issue the command: scmd log handler msgfile.slm -set maxfilesize=1024 To change the size of ASCII trace files to 2048 KB, issue the command: scmd log handler trcfile.slm -set maxfilesize=2048 Chapter 1. Message and Trace Logging 3

18 Note: the key names maxfilesize and maxfiles are case sensitie. Be sure to specify them as shown. 3. To change the number of message or trace files that can be created, use the maxfiles key, where the alue of maxfiles is an integer specifying the maximum number of files that can be created. For example, to set the maximum number of ASCII message log files that can be created to 9, issue the command: scmd log handler msgfile.slm -set maxfiles=9 To set the maximum number of trace log files that can be created to 6, issue the command: scmd log handler trcfile.slm -set maxfiles=6 To change the configuration on the XML files, replace the specified handlers with the XML handlers. For example, replace msgfile.slm with msgfile.xml. You can specify both maxfiles and maxfilesize in a single command. The key names maxfilesize and maxfiles are case sensitie. Be sure to specify them as shown. Configuring Log Files for SLM Reports and the SLM Administration Serer Configure the number of message and trace files and the size of the files by using the logutil handler command, as described in the Command Reference. Configure message and trace files by specifying the handler object names msgfile.slm, msgfile.xml, trcfile.slm, and trcfile.xml, respectiely, in the logutil handler command. To modify the number of log files or their size, complete the following steps: 1. At a command prompt, naigate to the directory where IBM Tioli Serice Leel Adisor is installed, and run the following command to setup the SLM enironment: For Windows: slmen.bat For UNIX:../slmen.sh 2. To change the maximum size of message and trace files, use the maxfilesize key, where the alue of maxfilesize is the file size in KB. For example, to change the size of ASCII message files to 1024 KB, issue the command: logutil handler msgfile.slm -set maxfilesize=1024 To change the size of ASCII trace files to 2048 KB, issue the command: logutil handler trcfile.slm -set maxfilesize= To change the number of message or trace files that can be created, use the maxfiles key, where the alue of maxfiles is an integer specifying the maximum number of files that can be created. For example, to set the maximum number of ASCII message log files that can be created to 9, issue the command: logutil handler msgfile.slm -set maxfiles=9 To set the maximum number of ASCII trace log files that can be created to 6, issue the command: logutil handler trcfile.slm -set maxfiles=6 To change the configuration on the XML files, replace the specified handlers with the XML handlers (for example, replace trcfile.slm with trcfile.xml). 4 IBM Tioli Serice Leel Adisor: Troubleshooting

19 You can specify both maxfiles and maxfilesize in a single command. The key names maxfilesize and maxfiles are case sensitie. Be sure to specify them as shown. Locating Trace and Message Log Files Message, message details, trace, and first failure data capture logs for Tioli products are located under a common parent directory called the Tioli Common Directory. The location of the Tioli Common Directory is specified during each product installation. Because the directory is shared by all products, if one product modifies the location of the Tioli Common Directory, all products begin logging to that directory. During the installation of IBM Tioli Serice Leel Adisor, if the Tioli Common Directory was defined by another product, the existing location is used. If the Tioli Common Directory is not defined, the IBM Tioli Serice Leel Adisor installation procedure includes defining this location. Specify a location for the Tioli Common Directory or accept the default location presented: For UNIX systems, the default location is /usr/ibm/tioli/common. For Windows systems, the default location is %Program Files%\ibm\tioli\common. The %Program Files% parameter is found on your system by examining the registry: 1. Start regedt32 (click Start > Run, then enter regedt32). 2. Expand the tree under HKEY_LOCAL_MACHINE and naigate to SOFTWARE\Microsoft\Windows\CurrentVersion. 3. Find the ProgramFilesDir parameter. The default alue of this parameter should be similar to C:\Program Files. For a custom installation of Windows or other locales, this alue might differ. You can find where the Tioli Common Directory is located on your local machine by looking in the following file: For Windows systems: %Program Files%\ibm\tioli\common\cfg\log.properties For UNIX systems: /etc/ibm/tioli/common/cfg/log.properties This file is used by other Tioli applications to determine the location of the Tioli Common Directory. It should not be modified, renamed, deleted, or saed in a different format. Log files specific to each product are contained in a subdirectory denoted by the three letter product identifier. The product identifier for IBM Tioli Serice Leel Adisor is DYK. All IBM Tioli Serice Leel Adisor specific log information is contained in the <Tioli Common Directory>/DYK directory. This directory is referred to as the IBM Tioli Serice Leel Adisor Common Directory. Additional directories, /logs and /ffdc, for log and first failure data capture information, respectiely, are contained within each product directory. Some products might hae additional subdirectories. A complete list of subdirectories for the Tioli Common Directory specific to IBM Tioli Serice Leel Adisor, and the terms used to reference each directory, are listed in Table 3 on page 6. Within the <Tioli Common Directory>/DYK/logs/ directory are additional directories containing the log files for each of the components of IBM Tioli Serice Leel Adisor, as shown in Table 1 on page 6: Chapter 1. Message and Trace Logging 5

20 Table 1. Directories of log files for IBM Tioli Serice Leel Adisor components Component Log file directory SLM Serer <Tioli Common Directory>/DYK/logs/SLMSerer SLM Reports <Tioli Common Directory>/DYK/logs/SLMReport SLM Administration Serer <Tioli Common Directory>/DYK/logs/SLMAdmin SLM Installation <Tioli Common Directory>/DYK/logs/install Because the location of the Tioli Common Directory might be modified by other applications, the location must be determined each time the product starts up. If an error occurs while determining the location of the Tioli Common Directory, default log locations specific to each component of IBM Tioli Serice Leel Adisor are used as shown in Table 2: Table 2. Default directories of log files for IBM Tioli Serice Leel Adisor components Component SLM Serer SLM Reports SLM Administration Serer Log file directory <SLM Install Directory>/log/DYK/logs/SLMSerer <SLM Install Directory>/log/DYK/logs/SLMReport <SLM Install Directory>/log/DYK/logs/SLMAdmin Similar to the /logs directory structure, IBM Tioli Serice Leel Adisor might also contain a <Tioli Common Directory>/DYK/ffdc directory with the same subdirectories for each component of IBM Tioli Serice Leel Adisor. This FFDC directory contains the FFDC trace files intended for use by IBM Customer Support. It appears only in the eent that an error occurs that writes to an FFDC log. If no errors occur the /ffdc directory is not present. When an error occurs, the /ffdc directory is created, followed by a directory specifying the year, month and day in which the error occurred, the directory for the IBM Tioli Serice Leel Adisor component in which the error occurred, and one or more files following the FFDC naming format. See Table 3 for details on the directory structure and terms specific to IBM Tioli Serice Leel Adisor for the Tioli Common Directory. Table 3. Contents and terms for the Tioli Common Directory Directory <Tioli Common Directory> <Tioli Common Directory>\DYK <Tioli Common Directory>\DYK\logs <Tioli Common Directory>\DYK\logs\SLMSerer <Tioli Common Directory>\DYK\logs\SLMReport <Tioli Common Directory>\DYK\logs\SLMAdmin <Tioli Common Directory>\DYK\logs\install Applicable terms Tioli Common Directory IBM Tioli Serice Leel Adisor Common Directory IBM Tioli Serice Leel Adisor Common Log Directory IBM Tioli Serice Leel Adisor Common Log Directory for SLM Serer IBM Tioli Serice Leel Adisor Common Log Directory for SLM Reports IBM Tioli Serice Leel Adisor Common Log Directory for SLM Administration Serer IBM Tioli Serice Leel Adisor Common Log Directory for Installation 6 IBM Tioli Serice Leel Adisor: Troubleshooting

21 Table 3. Contents and terms for the Tioli Common Directory (continued) Directory <Tioli Common Directory>\DYK\ffdc 1 <Tioli Common Directory>\DYK\ffdc\<yyyymmdd> <Tioli Common Directory>\DYK\ffdc\<yyyymmdd>\SLMSerer <Tioli Common Directory>\DYK\ffdc\<yyyymmdd>\SLMReport <Tioli Common Directory>\DYK\ffdc\<yyyymmdd>\SLMAdmin Applicable terms IBM Tioli Serice Leel Adisor Common FFDC Directory IBM Tioli Serice Leel Adisor Common FFDC Directory written on yyyymmdd IBM Tioli Serice Leel Adisor Common FFDC Directory written on yyyymmdd for SLM Serer IBM Tioli Serice Leel Adisor Common FFDC Directory written on yyyymmdd for SLM Reports IBM Tioli Serice Leel Adisor Common FFDC Directory written on yyyymmdd for SLM Administration Serer 1 The IBM Tioli Serice Leel Adisor Common FFDC Directory exists only when an FFDC eent is logged. Remoing Aged ffdc Log Files Remoing aged ffdc log files: While the logs follow the rotating file structure, a new set of logs is created for each new date, which could result in a build up of log files oer time. Periodically remoe these older log files manually or by enabling an automated purging process. To enable the automatic daily purging of aged ffdc log files, issue the following CLI command on the machine where the SLM Serer is located: scmd log trace ffdc -set PurgeInteral=<n> In this command, the alue for <n> indicates the number of days of ffdc log data that can reside in the oldest ffdc log before the log file is purged. For example, to specify a limit on the oldest ffdc log to 20 days, use PurgeInteral=20. For distributed enironments, issue a similar command for the SLM Administration Serer and SLM Reports options on their respectie machines: logutil trace ffdc -set PurgeInteral=<n> To disable the automatic purging of ffdc log information, set the alue for PurgeInteral to 0, by issuing the following command: scmd log trace ffdc -set PurgeInteral=0 Relocating the Tioli Common Directory If IBM Tioli Serice Leel Adisor detects that a change occurred in the location of the Tioli Common Directory, the /DYK directory structure is moed to the new logging location. The change in logging location and any errors are written to a set of log files created for each component of IBM Tioli Serice Leel Adisor (SLM Serer, SLM Administration Serer, or SLM Reports) that detected the error or eent. Each of these message files contains the same messages, but seres different purposes. Chapter 1. Message and Trace Logging 7

22 The first log file proides a known location in which the messages can be found, and points to the new Common Log Directory if a change in its location occurred. For the SLM Serer, SLM Administration Serer, and SLM Reports, this file is located at<slm Install Dir>/log/msgTSLALogging.log. The second log file is located in the IBM Tioli Serice Leel Adisor Common Log Directory for the component that detected the change. This log file is a copy of the first log file, and is placed in the Common Log Directory for the component, to maintain the concept of a central location of log files: For the SLM Serer component, this file is located at<tioli Common Directory>/DYK/logs/SLMSerer/msgTSLALogging.log. For the SLM Administration Serer component, this file is located at<tioli Common Directory>/DYK/logs/SLMAdmin/msgTSLALogging.log. For the SLM Reports component, this file is located at <Tioli Common Directory>/DYK/logs/SLMReports/msgTSLALogging.log. After the IBM Tioli Serice Leel Adisor Common Directory is moed to the new or default logging location, redirection of all standard output logging then continues normally. If the /DYK structure exists in the new location, all existing duplicate files are renamed with a timestamp of the year, month, and day in which the directory location changed. Logging continues on the moed files from the preious directory. Log File Names Message and trace logger output is placed into one or more message files with names in the format of msgtslaxn.log, msgdetailstslaxn.log or tracetslaxn.log. In these name formats, the following ariables are specified: The prefix msg or trace denotes whether the log file is a message or trace log. n specifies a number differentiating the file from the others in the set. x specifies the format of the file. For example, the first message log file created is named msgtsla1.log by default. When this file reaches its maximum default size, it is renamed to msgtsla2.log, and a new msgtsla1.log file is created. This ensures that the latest system information is contained in msgtsla1.log. When no alue is supplied for x, the standard ASCII format is used (for example, msgtsla1.log and tracetsla1.log). Specifying XML in the place of x denotes use of the XML format. By default, these message files can grow to 512 KB in size, trace files can grow to 5 MB in size, and there can be three separate files. The FFDC files, noted earlier, follow the same configuration and naming conention as the trace logs. Each FFDC file name is in the format ffdctslan.log. These files are intended for use by IBM customer support. IBM Tioli Serice Leel Adisor audit logging follows the same principles as for message logging. Audit log files are prefixed with audit to denote that they are audit specific message logs containing the subset of the message log files pertaining to audit logging. See Audit Logging on page 17 for details. Audit logs are iewed and configured the same way as message and trace log files. Table 4 on page 9 and Table 5 on page 9 identify the log files aailable with IBM Tioli Serice Leel Adisor, where <y> is an incrementing integer from 1 to 3, based on the number of files specified by the multiple file handler. Log files are first created with <y> set to 1, and incremented when the maximum file size is reached. Files with <y> set to 1 always contain the most recent log information. 8 IBM Tioli Serice Leel Adisor: Troubleshooting

23 Table 4. Aailable log files Log file names tslmout.log tslmerr.log msgtslan.log msgdetailtslan.log msgtslaxmln.log msgtslalogging.log tracetslan.log tracetslaxmln.log Description The standard output of the IBM Tioli Serice Leel Adisor process. This output matches the output in the msgtslan.log with the addition of print lines produced from within the code and messages from the Tioli Common Directory. The standard error output of the IBM Tioli Serice Leel Adisor process. This output contains any messages written as system errors defined within the code. IBM Tioli Serice Leel Adisor messages in ASCII format. IBM Tioli Serice Leel Adisor message details in ASCII format. IBM Tioli Serice Leel Adisor XML formatted message log file. Use the XML Viewer to configure ASCII and HTML logs from this file. IBM Tioli Serice Leel Adisor messages concerning errors or changes in the Tioli Common Directory. This file is created only when an error or change is detected. IBM Tioli Serice Leel Adisor trace messages in ASCII format. These files appear only after tracing is enabled. IBM Tioli Serice Leel Adisor XML formatted trace log file. Use the XML Viewer to configure ASCII and HTML logs from this file. These files appear only after tracing is enabled. Table 5. IBM Tioli Serice Leel Adisor Installation log files Log file names tracetsla21install.log tracetsla21uninstall.log traceusermig<x>.log msgusermig<x>.log Description IBM Tioli Serice Leel Adisor install log containing the output from the installation process. IBM Tioli Serice Leel Adisor uninstall log containing the output from the uninstallation process. These logs are generated in the \install subdirectory during the upgrade process and when user migration is executed. The log file names use the same naming conentions as the regular logs, where <x> is an integer. The files audittslan>.log, audittslaxmln.log, audittsladetailn.log, and audittsladetailxmln.log are also present in the same directory as the files in Table 4 and Table 5 for the SLM Administration Serer. These log files pertain to IBM Tioli Serice Leel Adisor auditing functions. See Audit Logging on page 17. for more information on auditing functions. Chapter 1. Message and Trace Logging 9

24 Log file names and locations are the same for the SLM Administration Serer, SLM Reports and the SLM Serer (see Table 4 on page 9), except for tslmout.log and tslmerr.log, which are only aailable for the SLM Serer enironment. Additional Log Files for SLM Administration Serer and SLM Reports Additional log files are created by IBM WebSphere Application Serer for the SLM Administration Serer and SLM Reports. These log files contain information specific to IBM Tioli Serice Leel Adisor running within each application. Viewing Product Logs Message Logging Log files specific to IBM WebSphere Application Serer are aailable in the <WebSphere_Dir>/AppSerer/logs/<serer> directory, where <WebSphere_Dir> is the directory where IBM WebSphere Application Serer is installed, and <serer> is the name of the application serer to which the SLM Administration Serer or the SLM Serer has been deployed: The standard output log is SystemOut.log. The standard error log is SystemErr.log. The IBM Tioli Serice Leel Adisor message logs can be iewed in two ways: Use the standard text file iewer for your operating system. Message and trace logs in the default IBM Tioli Serice Leel Adisor ASCII output, in the ASCII output generated from the XML Log Viewer, and the XML and HTML formatted logs can be iewed using a text iewer: For UNIX systems, use the tail f <filename> command. For Windows systems, use your preferred text editor, such as Notepad. Use the standard HTML browser for your operating system. Use the XML Log Viewer to generate HTML log files and iew them using a standard Web browser. Tioli applications support a common XML format in which message and trace records are written. The XML Log Viewer shipped with IBM Tioli Serice Leel Adisor processes logs in this format and conerts the log records into ASCII or HTML for presentation. Message and trace records produced by seeral products can be correlated and filtered according to a time window, seerity or trace leel, thread ID, component, and arious other fields. It is important to note that the XML log iewer requires the specific XML format of the Tioli logs. XML files that are not in the Tioli standard format cannot be processed by the XML log iewer. Use the XML iewer the same way as other IBM Tioli Serice Leel Adisor commands and utilities. See the Command Reference for details on using this iewer utility. This section describes the message log format and how to iew message information. 10 IBM Tioli Serice Leel Adisor: Troubleshooting

25 The Message Log Format Each message log contains a list of messages reported in the same format. The format of the message log aries depending on the specific message file. For IBM Tioli Serice Leel Adisor, three general formats exist: Default ASCII logs ASCII logs generated from the XML Log Viewer HTML logs generated from the XML Log Viewer The XML formatted for log files is a fourth format but is intended for use with the XML Log Viewer, not as a iewable log file. When iewing the default message logs msgtslan.log in a text format, the output contains the following components, as listed in Table 6: Table 6. Components of the message log format Field Description Example Date Time Stamp Serer Message ID Message text The year, month, and day that the message was generated. The time of day that the message was generated The machine that is running the IBM Tioli Serice Leel Adisor component that generated the message The code that uniquely identifies the message Textual information regarding the message :56:59:321 yourcomputer.hostname.com DYKAL3000I Creating Datasource for sdc. This format is static based on the IBM Tioli Serice Leel Adisor installed logging configurations. When iewing the ASCII or HTML logs generated by the XML Log Viewer, the format of the logs aries depending on the column fields specified in the query string. See the description of the iewer utility in the Command Reference for the description of each field for log files generated through the XML Log Viewer. In both formats the fields displayed are in the order in which they were specified within the query string. For HTML output each column field contains a column header indicating the field name. Viewing Product Messages From the Message ID that you obtain by iewing the message logs, you can retriee additional information about each message, either by referring to the Messages document, or by iewing messages as part of the online user assistance. Using the Online Task Assistant When in the Task Assistant, all IBM Tioli Serice Leel Adisor messages can be iewed by clicking on the Message Index icon and opening the DYK section. Click on the specific message ID for information on that message. Chapter 1. Message and Trace Logging 11

26 Understanding the Message Format The Tioli Message Standard specifies the unique message identification numbers and message help content fields for messages issued from a Tioli component or application. It proides a consistent and meaningful way for identifying messages across all Tioli products. All messages following this standard hae the following elements: A message ID Message text The Message ID All messages must hae message IDs. These IDs are used to uniquely identify messages for serice and reference purposes. The Tioli Message ID format is XXXYY####Z, and includes the following components: XXX YY The required product component prefix. For IBM Tioli Serice Leel Adisor, the prefix is DYK. The optional subsystem code. This subsystem code can contain only alphabetic characters. It can be from 0 to 2 characters. Each functional component of IBM Tioli Serice Leel Adisor has an assigned subsystem code that can assist IBM Customer Support in isolating the source of a reported problem. #### The required message number. This number is unique within each component and subsystem (XXXYY). It contains only numeric characters. The message number is 4 digits in length, for example: 0009, 0053, Z The required seerity code indicator. The Tioli Message Standard supports the following seerity codes: I (informational): Informational messages proide users with information or feedback about normal eents that occurred or are occurring, or request information from users in cases where the outcome is not negatie, regardless of the response. Examples: "The status request is processing." "The files were successfully transferred." "Do you want to sae your output in file a or in file b?" W (warning): Warning messages indicate that potentially undesirable conditions occurred or might occur, but the program can continue. Warning messages often ask users to make decisions before processing continues. Examples: "A requested resource is missing. Processing will continue." "A file already exists with the same name. Do you want to oerwrite this file?" E (error): Error messages indicate problems that require interention or correction before the program can continue. Examples: "The specified file could not be found." "You are out of space on the x drie. The file cannot be saed to this drie." 12 IBM Tioli Serice Leel Adisor: Troubleshooting

27 The Message Text All messages contain message text, one or more sentences that explain the reason for the message, possible causes, and recommended user actions. The message might include unique actions for operators, administrators, or IBM customer support. For example, the following shows the message ID, the message text, and appropriate response information: DYKSD2008E: An error occurred while attempting to delete a database record that has one or more dependents. Explanation: An attempt was made to delete a database record containing data required by other database records. Database records that contain data required by other database records cannot be deleted. System Action: Operator Response: Report this problem to customer support. Administrator Response: Programmer Response: Leel 3 Support: The user attempted to delete a row for which there are associated rows in other tables. Trace Logging This section proides more details on trace logging, including aailable trace loggers, enabling tracing for groups and subcomponents, enabling tracing for SLM Serer, SLM Administratie Console, and SLM Reports enironments, and configuring tracing leels. Note: Trace logging is typically used for detailed problem determination, and by default is enabled at leel 1. Additional tracing should be enabled only at the request of IBM customer support. Setting Tracing Leels in the SLM Serer Enironment By default, tracing is enabled and set to trace at leel 1, which coers basic code flow. Adjust the leel of logging in the SLM Serer enironment by doing the following steps: 1. At a command prompt, naigate to the directory where IBM Tioli Serice Leel Adisor is installed, and run the following command to setup the SLM enironment: For Windows systems: slmen.bat For UNIX systems:../slmen.sh 2. Issue the following command to iew the list of aailable trace loggers and any associated groups of loggers: scmd log trace -list Use the component logger names in this list as logger names for the trace commands. 3. From the list of logger names, issue the following command to set tracing for each indiidual logger or group of loggers (see Table 7 on page 14 for examples of enabling each logger): scmd log trace -g [<group>/<subcomponent>] -set islogging=true Chapter 1. Message and Trace Logging 13

28 Turning off Tracing To turn off tracing, specify the islogging parameter with a alue of false. For example: scmd log trace -g [<group>/<subcomponent>] -set islogging=false Aailable Trace Loggers Table 7 identifies the loggers that are aailable for IBM Tioli Serice Leel Adisor. Table 7. Trace loggers for IBM Tioli Serice Leel Adisor Group name Subcomponent Valid for the following serers: dykal adapter SLM Serer ds cli SLM Admininstration Serer SLM Reports Serer dylws dyket dykgu dykitk dykme cm cfg log common mem SLM Serer SLM Serer SLM Administration Serer SLM Administration Serer SLM Reports Serer SLM Serer SLM Administration Serer SLM Serer SLM Administration Serer scheduler dykom SLM Serer dykrp SLM Reports Serer dyksd sdml SLM Serer dyksl dykut dykau SLM Administration Serer SLM Serer SLM Serer SLM Administration Serer SLM Serer SLM Administration Serer For any of the aboe loggers (except for dykgu), to enable tracing for the entire group, issue the following command, where <logger> is the logger name: scmd log trace -g <logger> -set islogging=true For the dykgu and dykrp loggers, see Setting Tracing Leels in SLM Reports and SLM Administration Serer Enironments on page IBM Tioli Serice Leel Adisor: Troubleshooting

29 Setting Tracing Leels in SLM Reports and SLM Administration Serer Enironments To control logging and tracing in the SLM Reports or SLM Administration Serer enironment, use the logutil utility. This utility has the same set of functions as the scmd log commands. Enabling the trace might not occur immediately, but occurs after the configuration serice notices the update. Restarting the SLMAdmin or SLMReport applications from the WebSphere Administratie Console or restarting the respectie WebSphere Application Serer immediately effects the change. If SLM Reports or the SLM Administration Serer is running on the same machine and in the same directory as the SLM Serer, tracing is enabled for all enironments. See Table 7 on page 14 for the list of aailable loggers. By default, tracing is enabled and set to trace at leel 1 (basic code flow). Adjust tracing in the SLM Reports enironment by doing the following steps: 1. At a command prompt, naigate to the directory where IBM Tioli Serice Leel Adisor is installed, and run the following command to setup the SLM enironment: For Windows systems: slmen.bat For UNIX systems:./slmen.sh 2. Use the logutil command to set tracing for each indiidual logger or group of loggers: logutil trace -g [<group>/<subcomponent>] -set islogging=true 3. Restart the WebSphere Application Serer. Turning off Tracing To turn off tracing, specify the islogging parameter with the alue false. For example: logutil trace -g [<group>/<subcomponent>] -set islogging=false Understanding the Trace Log Format The trace log contains information that helps you trace the flow of execution to diagnose problems. Trace log information includes information from seeral fields, a defined in Table 8: Table 8. Information contained in the trace log Field Description Example Log date Log timestamp Log class Log method The year, month, and day that the trace entry was generated The time of day that the trace entry was generated The IBM Tioli Serice Leel Adisor class generated by the trace entry The class method in which the trace entry was generated :56:59:321 com.tioli.managed. spi.slmsereradapter setname Chapter 1. Message and Trace Logging 15

30 Table 8. Information contained in the trace log (continued) Field Description Example Log thread Log Serer Log information The Jaa execution thread that executed the method The machine that is running the IBM Tioli Serice Leel Adisor component that generated the trace entry Text information regarding the trace entry Thread-0 yourcomputer.hostname.com Using JVM ersion Configuring Filtering Masks Trace information is classified into three leels of information: TYPE_LEVEL1 Exception details, any unexpected internal errors, or important state information, and code flow TYPE_LEVEL2 Same as TYPE_LEVEL1, plus method entry and exit traces and certain parameters TYPE_LEVEL3 Same as TYPE_LEVEL2, plus lower leel tracing of data and other intermediate tracing points The following trace filters are defined to iew these different leels: trcfilter.slm is used to iew all three leels of trace messages. This is set to TYPE_LEVEL1 and is assigned to all trace loggers by default. trcfilter.slmleel1, the default, is used to iew only TYPE_LEVEL1 trace messages. trcfilter.slmleel2 is used to iew only TYPE_LEVEL1 and TYPE_LEVEL2 trace messages. trcfilter.slmleel3 is used to iew all three leels of trace messages. By default, all components of IBM Tioli Serice Leel Adisor are set to use the trcfilter.slm filter. To change the filtering for all SLM components, you can change this filter. You can also change the trace leel on indiidual components by assigning one of the more granular filters to a particular trace logger (for example, trcfilter.slmleel3). For example, to trace leel 1 and leel 2 messages for all components, change the mask on trcfilter.slm by issuing the following command: scmd log filter trcfilter.slm -set "mask=type_level1 TYPE_LEVEL2" To trace only leel 2 messages for the spi component, issue the following command: scmd log trace -g spi -set filternames=trcfilter.slmleel2 Note: For SLM Reports and SLM Administration Serer, substitute logutil for scmd log. Note: When SLM Reports, the SLM Administration Serer, and the SLM Serer are installed together on the same machine, they share configuration data. Any logging changes are seen by all components. 16 IBM Tioli Serice Leel Adisor: Troubleshooting

31 Audit Logging IBM Tioli Serice Leel Adisor proides audit capabilities to record when objects are created, changed, or deleted. These actions are logged for customers, realms, schedules, published offerings, schedule customizations, and SLAs. Information about re-ealuations, adjudicating iolations, component expiration, and purging of intermediate results is also recorded in the audit logs. When a change to one of these objects is logged, a message is generated that includes the following information: The type of operation (create, change, or delete) The identity of one or more objects that are inoled in the operation The identity of the user that initiated the operation The date that the operation was performed When an action is logged for audit purposes, a message is logged to seeral places: The IBM Tioli Serice Leel Adisor message log An audit log A detailed audit log that includes additional information about the affected object or objects By storing all releant information, you hae the flexibility to choose the leel of detail by examining the proper log. View these logs as you iew other logs, in either ASCII or XML format. The audit logs are kept as a set of three rotating logs, with the oldest log rotated to new status and oerwritten when filled. The following log files are used for auditing in addition to the default IBM Tioli Serice Leel Adisor message log, and are written to the Tioli Common Directory along with other product logs: audittslay.log and audittslaxmly.log, which contain the default audit information (non-detailed) auditdetailtslay.log and auditdetailtslaxmly.log, which contain the detailed audit information. The y in these log file names is an integer denoting one of the three rotating log files. These log files are located in the Tioli Common Directory for the SLM Serer and SLM Administration Serer as follows: On the SLM Serer machine, in folder /DYK/SLMSerer On the SLM Administration Serer machine, in folder /DYK/SLMAdmin Chapter 1. Message and Trace Logging 17

32 18 IBM Tioli Serice Leel Adisor: Troubleshooting

33 Chapter 2. Troubleshooting During Installation and Configuration This chapter proides some hints and tips on troubleshooting problems that you might encounter during installation and configuration of IBM Tioli Serice Leel Adisor. The following key troubleshooting areas are addressed: Installing DB2 Uniersal Database Updating the JDBC Leel on page 20 Creating SLM Databases on page 21 Configuring ODBC Data Sources on page 25 Installing IBM Tioli Serice Leel Adisor on page 23 Installing SLM Reports or SLM Administration Serer on page 24 Installing and Configuring the Registration and Process ETLs on page 26 Installing and Configuring WebSphere Application Serer on page 20 System Startup on page 27 Accessing SLM Reports on page 28 Uninstalling IBM Tioli Serice Leel Adisor on page 30 Installing DB2 Uniersal Database This section includes troubleshooting problems that you might encounter related to installing and configuring IBM DB2 Uniersal Database Enterprise Edition on the machine where you locate the Tioli Data Warehouse database, or related to installing and configuring DB2 Uniersal Database on one or more machines containing components of IBM Tioli Serice Leel Adisor (SLM Serer, SLM Administration Serer, SLM Reports, the SLM Database, or the SLM Measurement Data Mart). For more detailed troubleshooting information related to installing DB2 Uniersal Database, refer to IBM DB2 Uniersal Database Message Reference, Volume 1, Chapter 6, DBI Messages. Instance Creation Failed During DB2 Uniersal Database Installation on UNIX Systems If you receie the message that the DB2 instance creation failed during installation, create the instance manually after the installation completes. To create an instance manually, do the following steps: 1. Ensure that the database administrator account was created and that it belongs to the proper group. 2. Naigate to the following directory, depending on your operating system platform: For AIX systems, /usr/lpp/db2_07_01/instance For Solaris systems: /opt/ibmdb2/v7.1/instance For Linux systems: /usr/ibmdb2/v7.1/instance For HP systems: /opt/ibmdb2/v7.1/instance 3. Run the following command, where <db2admin_name> is the name of the database administrator account, and <new_instance_name> is the name of the new instance, which should be identical to the <db2admin_name> parameter: db2icrt -a {SERVER CLIENT} -u <db2admin_name> <new_instance_name> Copyright IBM Corp. 2002,

34 Updating the JDBC Leel For further information, see the IBM DB2 Uniersal Database Command Reference, Version 7. During installation of IBM Tioli Serice Leel Adisor, the JDBC leel is automatically upgraded to the required 2.0 leel. You might need to erify the current leel of JDBC to ensure that you are running with JDBC leel 2.0, and if not set, you need to upgrade this manually. See Getting Started for information on updating the JDBC leel for DB2 Uniersal Database. Installing and Configuring WebSphere Application Serer This section includes troubleshooting problems that you might encounter while installing and configuring WebSphere Application Serer. Installing on Linux Systems When installing IBM WebSphere Application Serer on a Linux system, if the /etc/issue file is modified (for example, to conform with corporate security guidelines) prior to installing IBM WebSphere Application Serer, you might encounter the following (or similar) error message: Operating System Leel Check A supported operating system was not detected. Installation may not be successful. Ignore this message and continue with the installation. To aoid this message, do not modify the /etc/issue file before installing IBM WebSphere Application Serer. WebSphere Administration Console Unaailable after Installing on AIX Systems If, after installing IBM WebSphere Application Serer on an AIX machine, you are unable to access the WebSphere Administratie Console, it is possible that there was an error during its installation. Check the installadminconsole.log file in the /logs directory where you installed IBM WebSphere Application Serer for errors. You might receie this error if you did not hae enough temporary space aailable in the /tmp directory before installing. Refer to the WebSphere Application Serer Release Notes for details, but you might need between 35MB and 100MB of temporary space aailable to install successfully. If you plan to upgrade applications from an earlier ersion of IBM WebSphere Application Serer, ensure that there is enough space for application objects. As a rough guideline, plan for space equal to 110% of the size of the following application objects: For Version 3.5: The size of application JAR, WAR, and serlet files For Version 4.0: The size of enterprise application EAR files After ensuring adequate temporary space, manually install the WebSphere Administratie Console using the wsadmin script in the /bin directory. Errors while Enabling WebSphere Security When using the local operating system user registry for authentication in WebSphere Application Serer, you must select a user ID (that WebSphere refers to 20 IBM Tioli Serice Leel Adisor: Troubleshooting

35 Creating SLM Databases as the serer ID) that is used to authenticate users. This serer ID must hae Administrator priileges and cannot be the same as the machine hostname. If this user ID matches the machine name, you receie errors when you attempt to enable security. Haing a serer ID means that a user has special priileges when calling protected internal methods. Usually this serer ID and password are used to log into the WebSphere Administratie Console after security is turned on. You can use other user names to log in if those names hae been gien Administrator leel authority. When security is enabled in the product, this serer ID and password are authenticated with the registry during product startup. If authentication fails, then the WebSphere Application Serer does not come up. So it is important to choose a serer ID and password that do not expire or change often. If the product serer user ID or password need to be changed in the registry, ensure that the changes are performed when all of the product serers are up and running. After the changes are completed in the registry, you can then change the user ID and password information. Sae your changes, then stop and restart all of the serers so that the product can use the new user ID or password. If there are problems starting the product because of authentication problems (that cannot be fixed), disable security before starting the serer. To aoid this step, make sure that your changes are alidated in the Global Security panel. Once the serer is up, change the serer ID and password information and enable WebSphere security. See the details for enabling support for WebSphere security in Chapter 5 of Getting Started, as well as your WebSphere Application Serer documentation. This section includes troubleshooting problems that you might encounter while creating the SLM Database and the SLM Measurement Data Mart for use with IBM Tioli Serice Leel Adisor. If the creation of the SLM Database or the SLM Measurement Data Mart fails, check the log files that are generated during the database installation (refer to information on checking database creation logs and tables in Getting Started). These logs contain specific DB2 Uniersal Database messages that indicate the exact nature of the database creation error. Note: The database creation logs write oer any existing log information rather than append to existing log information. Database Creation Fails If the creation of the SLM databases fails to complete successfully (either by using the Create Databases wizard in the LaunchPad or by manually running the database creation scripts (dyk_cat_dbinst or dyk_dm_dbinst), the database creation log files dyk_cat_dbinst_err.log or dyk_dm_dbinst_err.log might contain errors indicating that the database cannot be created. These log files are located in ther temporary directory for your machine (the %TEMP% enironment ariable on Windows systems, or the /tmp directory on UNIX systems). The following errors can occur during database creation: If you are attempting to create SLM databases on a remote OS/390 machine by running the installation program from a UNIX machine, the UNIX machine where you run the installation program must hae the Serer ersion of DB2 Uniersal Enterprise Edition installed. You cannot run the installation program in this case on a machine that only has a DB2 Uniersal Database client Chapter 2. Troubleshooting During Installation and Configuration 21

36 installed, because certain files are needed in the DB2 Serer installation for remote database creation in the OS/390 enironment. You should erify that the UNIX machine where you are running the installation program has DB2 Serer installed before continuing to diagnose a database creation failure. SQL1005N: The database alias <dbname> already exists in either the local database directory or the system database directory. Before you attempt to create the database again, do the following: 1. Initiate a DB2 command session and run the following command to iew all cataloged databases: db2 list db directory 2. Verify that DYK_CAT and DYK_DM are included in the listing. For each database that does not appear in the listing, do the following steps: Note: The aboe statement assumes that the database scripts were not modified and that the default database names are used. a. Run the following command, where <missing_db> is the missing database name and <any_db> is a dummy catalog entry: db2 catalog db <missing_db> as <any_db> b. Run the following command to see your new catalog entry <any_db>: db2 list db directory c. Run the following command to drop the database: db2 drop db <any_db> d. If the DB2 DROP command fails, then run the following commands: db2 uncatalog db <any_db> db2 terminate 3. Attempt to recreate the SLM databases by either running the Create Databases wizard in the LaunchPad, or manually run the database creation scripts. SQL1032N: No start database manager command was issued. SQLSTATE=57019 This error usually indicates that the database manager is currently stopped. Start a DB2 command prompt and issue the following command: db2start Note: If the database creation script failed and the creation log contains the aboe message, you must allow the database creation script to drop the database before recreating it again. SQL1403N: The user name or password supplied is incorrect. SQLSTATE=08004 This error indicates that either the user name or the password used in the database creation is incorrect, or the user name is not an authorized user on this system. Check with your database administrator for the proper authorization and group membership. SQL1198N: This command is not supported in the current downleel client-serer configuration. This error might occur if you are attempting to create DB2 databases on a DB2 Uniersal Database ersion 8 serer from a DB2 Uniersal Database ersion 7 client. This configuration is not supported. In this scenario the DB2 client must also be at ersion 8. The following statement is from the Release Notes for IBM DB2 Uniersal Database Enterprise Edition: There is no Version 7 client support in a Version 8 partitioned database enironment for the SET CLIENT CONNECT_NODE or ATTACH_NODE options or for a utility flow 22 IBM Tioli Serice Leel Adisor: Troubleshooting

37 that requires an ATTACH command. If you want to work with clients using either of these partitioned database options or a utility flow requiring an ATTACH command, you must use a DB2 Uniersal Database Version 8 client. If you hae multiple logical nodes in a partitioned database enironment, you must use a Version 8 client. Upgrade your DB2 client to ersion 8 to create these databases. Recoering from Cataloging a Local Database as Remote While installing IBM Tioli Serice Leel Adisor, the wizard prompts you for information about the SLM Database and the SLM Measurement Data Mart, and the wizard then attempts to access the database to erify the connection. If you specify the database as remote when it is actually local, the IBM Tioli Serice Leel Adisor install program will recatalog the local database as a remote database, and the connection attempt will fail. If you restart the install wizard before manually recataloging the database, you will continue to fail the database connection. Before restarting the install program, correct this problem by doing the following steps: 1. Start up a DB2 command prompt. 2. Issue the following command to manually uncatalog the database, where <database_name> is the name of the database that was incorrectly specified as remote, such as dyk_cat: db2 uncatalog db <database_name> 3. Catalog the database again without specifying a node name, by issuing the following command: db2 catalog db <database_name> 4. Issue a terminate command: db2 terminate 5. After completing the steps aboe, restart the installation program. Installing IBM Tioli Serice Leel Adisor This section includes troubleshooting problems that you might encounter while installing any of the installation options of IBM Tioli Serice Leel Adisor. Blank Install Window or Incomplete Text During the install of IBM Tioli Serice Leel Adisor, if you encounter a blank install window or a window that contains incomplete text, resize the window. This causes the window to refresh itself and display all of the text. Install Screen Fonts Not Readable If you are installing on an AIX machine in the de_de language, you might find that the fonts displayed in the installation windows are not readable. To change this, do the following: 1. Copy the contents of the IBM Tioli Serice Leel Adisor product CD to a temporary directory on your machine. 2. Rename the following file: jaa/aix4-r1/jre/lib/font.properties.utf8 to the following name: jaa/aix4-r1/jre/lib/font.properties.utf8.bak 3. Run the installation from the temporary directory on your machine. Chapter 2. Troubleshooting During Installation and Configuration 23

38 Cleaning up Temporary ISMP Directories After installing IBM Tioli Serice Leel Adisor, you might find one or more directories under your temporary directory (/tmp on UNIX systems, or %TEMP% on Windows systems), with a name prefix of ismp* (such as ismp001, ismp002, ismp003,... depending on how many times you perform an installation). After the installation completes, manually remoe these directories to consere space on your system. Receie DYKIN0005E or DYKIN0088E Errors Connecting to SLM Databases During the installation of IBM Tioli Serice Leel Adisor, the installation wizard prompts you for connection information on the SLM Database and SLM Measurement Data Mart, and then attempts to connect to the databases (which should hae been created prior to starting the Install Product step from the LaunchPad. Refer to information on creating IBM Tioli Serice Leel Adisor application databases in Getting Started). If the attempt to connect to the databases fails, the following error message is receied: DYKIN0005E Unable to make connection with the specified database. Verify that the SLM Database and the SLM Measurement Datamart hae been correctly created. This message might be receied if there was a problem creating the database, or if any of the following problems occurred: An error occurred in the input data to the installation wizard, such as an incorrect serer name, DB2 password, or port number. The DB2 serer might be down at the time the installation wizard attempts the connection. There is no connectiity with the database serer. The file db2jaa.zip might not be included in the CLASSPATH system ariable, or your system might also hae a User CLASSPATH ariable which oerrides the system CLASSPATH ariable setting. Refer to Getting Started for information about erifying that db2jaa.zip is in your CLASSPATH. You might need to inestigate each of these areas for the cause of the failure, correct the problem, then click Back on the installation wizard page and attempt the connection again. Installing SLM Reports or SLM Administration Serer This section includes troubleshooting problems that you might encounter while installing the SLM Reports or SLM Administration Serer options of IBM Tioli Serice Leel Adisor. Installing with the IIS Serice If you are planning to install on a Windows operating system that has the IIS serice installed, disable this serice before installing IBM WebSphere Application Serer. This enables the IBM HTTP Serer installed by WebSphere to use port 80. SLM reports and the SLM Administratie Console can then be iewed using this port. 24 IBM Tioli Serice Leel Adisor: Troubleshooting

39 Installation Fails because the Directory Serice is not Started If you are using Lightweight Directory Access Protocol (LDAP) or another directory serice to manage users in your enironment, it must be up and running when you install or uninstall the SLM Reports or SLM Administration Serer options of IBM Tioli Serice Leel Adisor into the WebSphere Application Serer enironment. This problem is not detected during the installation or uninstallation process, but the process fails because the directory serice is not operational, which preents the installation wizard from detecting if the WebSphere Application Serer is started. Check the log files for information about the cause of the fail, erify that the directory serice is started, and attempt the installation again. Configuring ODBC Data Sources This section includes steps to erify ODBC data source creation and troubleshooting problems that you might encounter while configuring ODBC data sources. Configuring ODBC data sources is a manual step that is performed as part of the installation procedure for IBM Tioli Serice Leel Adisor. See Getting Started for more information on configuring ODBC data sources. Verifying Successful ODBC Data Source Creation To erify creation of ODBC Data Sources for IBM Tioli Serice Leel Adisor databases, from a DB2 command line on the machine where the Tioli Data Warehouse control serer is located, issue the following command: db2 list system odbc data sources The output of the aboe command lists the ODBC data sources DYK_CAT and DYK_DM. If either is missing, run the SLM ODBC data source creation scripts or create the data sources manually as described in Getting Started. To erify that the ODBC data sources are created correctly, issue the following commands from a DB2 command prompt, where <datasource_name> is DYK_CAT or DYK_DM, <userid> is a alid DB2 user name and <password> is a alid password for the specified user name: db2 connect to <datasource_name> user <userid> using <password> If you receie errors when connecting to the ODBC Data Source (such as a SQL30081N DB2 error), erify each of the following items: The port number or serice name of the database node must be the correct port number on the database serer as well as on the machine creating the ODBC Data Source (if connecting to a remote machine). The SLM ODBC creation scripts hae a default port alue of If this port number is not correct for your system, you will not be able to connect to the ODBC data source. Refer to Getting Started for more information on configuring ODBC data sources and about changing this parameter within the ODBC creation script. To configure this alue manually, refer to Appendix D in Getting Started. The hostname (remote or local) is a alid system name and can be reached by the system containing the ODBC data source. To erify that the hostname can be reached, issue the following command, where <hostname> is the hostname used when creating the ODBC data source: ping <hostname> To reconfigure the hostname used by the ODBC data source, issue the following commands from a DB2 command line: Chapter 2. Troubleshooting During Installation and Configuration 25

40 db2 uncatalog node <ODBC_node> db2 uncatalog db <database_name> db2 uncatalog system odbc data source <datasource_name> db2 terminate Run the SLM ODBC creation scripts again, or configure the ODBC data source manually, as described in Getting Started. Note: This procedure assumes that you did not modify the ODBC node names in the SLM ODBC creation scripts or the database names in the SLM ODBC creation scripts or the SLM database creation scripts. Installing and Configuring the Registration and Process ETLs This section includes troubleshooting problems that you might encounter while installing and configuring the Registration and Process ETLs from the DYK warehouse pack. Logging in to the Data Warehouse Center If you launch the DB2 Data Warehouse Center (from the DB2 Control Center, click Tools > Data Warehouse Center) but you are unable to log in to the Data Warehouse Center, restart the following two warehouse serices from the Serices control panel: Warehouse Logger Warehouse Serer This enables the serices to reconnect to the TWH_MD database which is disconnected if the Tioli Data Warehouse database serer was stopped. Incorrect leel of db2jaa.zip If you install or migrate DB2 fix pack 7 or higher after you hae upgraded Tioli Data Warehouse ersion 1.1 to Fix Pack 2, you will not hae the correct leel of db2jaa.zip in the <TWH_DIR>/tools/bin directory. This can cause problems during installation of warehouse packs. To correct this, manually copy <DB2_Dir>/SQLLIB/jaa12/db2jaa.zip into <TWH_Dir>/tools/bin/ directory, replacing the copy of db2jaa.zip in that folder. Then follow the procedures in the Tioli Data Warehouse documentation to uninstall the warehouse pack, and retry the installation of the ETL. Note that this only applies to ersion 1.1 of Tioli Data Warehouse. Could not execute/locate DB2 command The install log for Tioli Data Warehouse might contain the following error message: CDWIC0024E Could not execute/locate DB2 command!!! This is caused by the PATH statement being too long to include the <DB2_Install_Dir>\sqllib\bin and <DB2_Install_Dir>\sqllib\function directories in the path. This might be caused by a longer than usual <TEMP> temporary directory location, such as C:\Documents and Settings\<user_name>\Local Settings\Temp, where <user_name> is the user name with which you signed onto the system. This temporary directory path string might be repeated many times in the PATH= statement, and the resulting string is too large to include the \sqllib\function and \sqllib\bin directories. As a result, the test of the DB2 26 IBM Tioli Serice Leel Adisor: Troubleshooting

41 System Startup command path fails and the install of the DYK application package fails. You can erify this by looking earlier in the log file for the PATH statement. You can resole this problem by modifying your PATH statement to include the <DB2_Install_Dir>\sqllib\bin and <DB2_Install_Dir>\sqllib\function directories at the front of the PATH statement, as well as modify the %TEMP% system ariable to a shorter temporary path, such as C:\Temp. Reboot the system for the changes to take effect, and attempt the install of the DYK application package again. This section includes troubleshooting problems that you might encounter related to starting up the serices and components of the SLM solution. Serer Hostname is Not Fully Qualified If you receie either of the following messages, you might need to change your system configuration to return fully qualified hostnames: As a result of inoking an scmd command: DYKAL2030E Unable to connect to the Command Line Interface serice on port You find the following messages in the msgtslan.log (located in the Tioli Common Directory): DYKAL0009E The serer host name <host name> is not a fully qualified host name. DYKAL1020I Component startup actiities hae completed:0 started, 0 timed out, 0 failed. These errors can occur if the SLM Serer configuration data could not be loaded and required SLM Serer serices are not started. In the Tioli Common Directory, check the msgtslan.log files and erify that you see a message near the bottom of the log, telling you that all serices were started successfully with no errors. This situation occurs if the machine where the SLM Serer is installed is no longer known by the fully qualified hostname. In this condition, the serer does not properly read necessary configuration data that is associated with the fully qualified hostname of the machine, and necessary serices is not started. Machines on which you install the SLM Serer, SLM Administration Serer, and SLM Reports must be configured so that their hostnames resole to fully qualified names. Refer to Getting Started for more information on configuring your machine to return fully qualified host names. SLM Serer Startup Cannot Connect to SLM Databases If the startup of the SLM Serer is halted, and you receie the following message in the msgtslan.log, you might be haing problems with the SLM Serer connecting to the SLM Database or SLM Measurement Data Mart: DYKAL1054E Component yourmachine.some.company.com:ds:1 failed startup with the following error:dykal3002e An error occurred for sdc during DataSource creation. This error might also occur if you execute the CLI command scmd list, and only the rcc, log, and slm bundles are reported as aailable. Chapter 2. Troubleshooting During Installation and Configuration 27

42 This error indicates that connection to one or both of the IBM Tioli Serice Leel Adisor databases is not possible. Examine the related messages in the log to determine the root cause of the failure. The most common cause of this type of problem is the following: The db2start command (for distributed platforms; if DB2 Uniersal Database is started on z/os or OS/390 operating systems, consult the documentation for start procedures) was not issued on the database serer. You might see the following message in the SLM Serer stderr or the msgtslan.log files on the machine running the SLM Serer: DYKAL3014E Error connecting to the database. Reason: [IBM][CLI Drier] SQL1032N No start database manager command was issued. SQLSTATE=57019 Verify that a db2start command (for distributed platforms) has been issued on the database serer. See the DB2 Uniersal Database documentation for more information on starting DB2 for distributed and z/os or OS/390 operating systems. The JDBC drier cannot be loaded because the db2jaa.zip file is not on the system CLASSPATH. You might see the following message in the SLM Serer stderr or the msgtslan.log files on the machine running the SLM Serer: DYKAL3013E Error loading drier COM.ibm.db2.jdbc.app.DB2Drier Verify that the DB2 client or DB2 serer option is installed on this machine and erify the following items: If DB2 Uniersal Database is installed and this is a Windows machine, run the following command from a command prompt: set classpath Accessing SLM Reports Examine the output of this command and ensure that the fully qualified path to the db2jaa.zip file is correct. If it is not correct then naigate to the Windows enironment ariable dialog, correct the alue, and restart the SLM Serer. If DB2 Uniersal Database is installed and this is a UNIX machine, then iew the contents of <TSLA_Dir>/bin/priate/generic_unix/runscripts/slmdbsetup.sh, where <TSLA_Dir> is the directory where IBM Tioli Serice Leel Adisor was installed, and erify that the paths to the db2profile and usejdbc2 scripts contained in this file are correct. If they are not correct, edit this file with the correct paths and restart the SLM Serer. Messages in the log indicate that network connectiity to the database serer is not possible. Verify that network connectiity to the database serer exists by using the ping command. If none of the preious solutions fixes the problem, consult your database administrator to determine the root cause of the database connectiity errors. Related messages or problems: See Accessing SLM Reports for related information. Related documentation: See Getting Started for information on SLM database installation and configuration, and see the Command Reference for information on scmd list. This section addresses problems you might encounter while attempting to access SLM reports. 28 IBM Tioli Serice Leel Adisor: Troubleshooting

43 HTTP 500 Internal Serer Error or DYKAL3003E Error Message If, after signing in, you receie an HTTP 500 Internal serer error (The page cannot be displayed), you might be haing problems with the SLM Report Serer or SLM Administration Serer connecting to the SLM Database. You might also hae this problem if you receie the following error message: DYKAL3003E A DataSource for sdc was not found in my SLM Reports message log. To resole this problem, do the following steps: 1. Search the SLM Reports or SLM Administration Serer STDERR and msgtslan.log files in the Tioli Common Directory on the machine running the SLM Reports serer or the SLM Administration Serer for either of the following messages: DYKAL1054E Component yourmachine.somecompany.com_serlet:ds:1 failed startup with the following error: DYKAL3002E An error occurred for sdc during DataSource creation. This message occurs if the DB2 Serer has not been started. Verify that the db2start command has been issued on the database serer. See the DB2 documentation for information on starting DB2. DYKAL3013E Error loading drier COM.ibm.db2.jdbc.app.DB2Drier. This message can occur if the JDBC drier cannot be loaded because the db2jaa.zip file is not in the WebSphere Application Serer CLASSPATH. See Getting Started for more information on configuring the JDBC drier in WebSphere. Upon successful recoery from this error you should be able to log onto the SLM Reports or SLM Administratie Console and see messages similar to the following in your SLM Reports or SLM Administration Serer msgtslan.log in the Tioli Common Directory: DYKAL3005I Drier loaded successfully. DYKAL3001I DataSource successfully created for sdc. DYKAL1001I Started component yourcomputer.some.company.com_serlet:ds:1. 2. Open the web.xml file, which is located in the following directory, where <app_name> is SLMReport for SLM Reports, or SLMAdmin for the SLM Administration Serer: <WebSphere_Dir>/AppSerer/config/cells/<yourcell>/applications /<app_name>.ear/deployments/slmadmin/<app_name>.war/web-inf Edit this file using your preferred XML or text editor. Verify that the file names for tsla.basedir and tsla.programfiles parameters are set correctly. 3. If the web.xml file is correct, examine the following log file for detailed errors: Default_Serer_stdout.log Possible errors include: Missing tables in the database Incorrect user name or password used to connect to the database If you find error DYKAL3014E, specifying the reason as an incorrect user name or password, use the dsutil utility to erify that the user ID and password are correct. See the Command Reference for details on running the dsutil utility. Related Messages or Problems: See Serer Hostname is Not Fully Qualified on page 27. Related documentation: See Getting Started for information on installing, configuring, and accessing the SLM Administration Serer or SLM Reports. Chapter 2. Troubleshooting During Installation and Configuration 29

44 Uninstalling IBM Tioli Serice Leel Adisor This section includes troubleshooting problems that you might encounter related to uninstalling IBM Tioli Serice Leel Adisor. Uninstallation Fails because the Directory Serice is Not Started If you are using Lightweight Directory Access Protocol (LDAP) or another directory serice to manage users in your enironment, it must be up and running when you install or uninstall the SLM Reports or SLM Administration Serer options of IBM Tioli Serice Leel Adisor into the WebSphere Application Serer enironment. This problem is not detected during the installation or uninstallation process, but the process fails because the directory serice is not operational, which preents the installation wizard from detecting if the WebSphere Application Serer is started. Check the log files for information about the cause of the fail, erify that the directory serice is started, and attempt the uninstallation again. Uninstalling SLM Install Options If the use of the uninstallation script in the procedure outlined in Getting Started does not work, and if you hae a Jaa runtime enironment (JRE) installed locally on the machine, try uninstalling by issuing the following command instead of running the uninstallation script: jaa -jar _uninst/uninstall.jar Manually Uninstalling IBM Tioli Serice Leel Adisor If for some reason the uninstallation program does not complete successfully, manually uninstall IBM Tioli Serice Leel Adisor by completing the following steps: 30 IBM Tioli Serice Leel Adisor: Troubleshooting 1. Verify that the WebSphere Application Serer is started before proceeding with the uninstallation. Refer to Getting Started for information on starting WebSphere Application Serer. 2. Shut down the SLM Serer (see Getting Started). If you use the Serices Control Panel on Windows, be sure to close the Serices Control Panel window to enable the IBM Tioli Serice Leel Adisor serice to be completely uninstalled. 3. Remoe the IBM Tioli Serice Leel Adisor serice. 4. Uninstall the SLM Reports and SLM Administration Serer components from WebSphere by completing the following steps: a. Start the WebSphere Administratie Console (see Getting Started). b. Sign on the WebSphere Administratie Console using an authorized user name and password. c. In the left pane of the WebSphere Administratie Console, click Applications > Enterprise Applications. d. In the Enterprise Applications table that is displayed, locate the application named SLMAdmin (if the SLM Administration Serer was installed on this machine) or SLMReport (if SLM Reports was installed on this machine). If both components were installed on the same machine then they both appear in the table. Select the check box next to each of these applications, and click Stop to stop them before uninstalling them. e. Click Uninstall to uninstall the stopped applications.

45 f. Click Sae (the link located at the top of the console page under the Message(s) section). g. Click Sae to sae to the Master Configuration. 5. Remoe the JDBC Drier from IBM WebSphere Application Serer by completing the following steps: With the SLM Administratie Console open, in the left pane, click Resources > JDBC Proiders In the JDBC Proiders table that is displayed, select the check box for either IBMTSLAJDBCProider_Reports (if SLM Reports was installed on this machine) or IBMTSLAJDBCProider_Admin (if the SLM Administration Serer was installed on this machine). Click Delete to delete the JDBC Drier. Click Sae (the link located at the top of the console page under the Message(s) section). Click Sae to sae to the Master Configuration. 6. Sign out of the WebSphere Administratie Console by clicking Logout from the toolbar. Close the WebSphere Administratie Console window. 7. Stop the WebSphere Application Serer (see Getting Started). 8. Restart the WebSphere Application Serer. 9. Naigate to the Tioli Common Directory and delete the DYK folder. 10. Naigate to the location where IBM Tioli Serice Leel Adisor was installed (for example, C:\Program Files\TSLA) and delete the \TSLA directory (this might hae been specified under another name. See Getting Started). 11. If you are uninstalling on an HP platform, you might receie warnings stating that not all JRE files could be deleted. You will need to manually remoed these files. Upgrading IBM Tioli Serice Leel Adisor This section addresses problems that you might experience while upgrading IBM Tioli Serice Leel Adisor from a preious ersion. Upgrade of the SLM Serer Fails On Windows operating systems, the installation program might fail during migration if the Serices control panel is not closed before starting the installation program. Verify that the Serices control panel is closed, and then start the program again. Chapter 2. Troubleshooting During Installation and Configuration 31

46 32 IBM Tioli Serice Leel Adisor: Troubleshooting

47 Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor CLI Serice Commands This chapter includes information on arious topics that might help you use IBM Tioli Serice Leel Adisor. The following major topic areas are discussed in this chapter: CLI Serice Commands Problems Related to SLM Databases (Distributed Platforms) on page 37 Problems Related to Databases on z/os Systems on page 43 Problems Related to the DB2 Data Warehouse Center on page 44 Problems Related to Data Retrieal on page 46 Problems Related to ETLs on page 54 Problems Related to the SLM Administratie Console on page 56 Problems Related to the SLM Serer on page 57 Problems Related to Creating Offerings and SLAs on page 59 Problems Related to Eent Escalation on page 63 Problems Related to SLM Reports on page 68 Problems Related to Backup and Restore on page 72 Configuring the CLI Serice and Utilities on page 73 Note: Throughout this chapter are arious references to message log files. Refer to Chapter 1, Message and Trace Logging, on page 1 for information about the location and use of the arious log files. This section includes troubleshooting problems you might encounter while issuing scmd commands using the CLI Serice. CLI Client Interface Cannot Establish a Connection to the CLI Serice As a result of issuing an scmd command, if you receie an error message similar to the following example, there is a problem with the connection between the CLI client interface and the CLI Serice: DYKAL2030E Unable to Connect to the CLI Serice on Port <CLI_Client_port_number> The cause of this problem might be traced to either the CLI client or the CLI serer. Do the following steps: 1. Search the SLM Serer stdout or the msgtslan.log files on the machine running the SLM Serer for the following message: DYKAL2020I: The CLI serice was created and listening on port <CLI_Serer_port_number>. If this message is found then the CLI Serice was started correctly, and the problem might lie with the CLI client. Note the port number <CLI_Serer_port_number> for later use. If this message was not found, then the CLI Serice might not hae started correctly. Go to step 3. Copyright IBM Corp. 2002,

48 2. If the problem is with the CLI client, the CLI client might not be configured correctly, or is unable to reach the CLI serice due to a network error. To check the port configuration, do the following steps: a. Examine the original message DYKAL2030E and get the port number, <CLI_Client_port_number>, through which the CLI client is connecting. If the message is no longer aailable, run the scmd again to get the port to which the client is attempting to connect. b. Get the <CLI_Serer_port_number> port number on which the CLI serice is running. This is found in the message DYKAL2020I that was receied, or by running the following command on the machine running the SLM Serer: cliutil getport c. If the two ports are different, reset the CLI client port to match the CLI Serer port. On the machine where the CLI client is running, issue the following command to reset the port number: cliutil setport <CLI_Serer_port_number> Retry the original scmd to erify that the problem is resoled. d. If the two ports are identical, the problem might be due to a temporary network error. Retry the original scmd, and if the problem persists, contact IBM Customer Support. 3. If the message DYKAL2020I is not receied as discussed in step 1, the CLI serice is not able to start correctly. No CLI clients can connect until the CLI serice is successfully started. Search the SLM Serer stderr or the msgtslan.log files on the machine running the SLM Serer for a message in the following form: DYKAL1054E: Component <localhost>.cli:<y> failed startup with the following error: <X> In this message, <localhost> should be the fully qualified name of the machine running the SLM Serer and <Y> is an integer alue. If this message is not found, then proceed to step 4. If this message is found, then the CLI Serice did not start correctly. The SLM serer attempts to retry the CLI Serice startup. If the problem persists, look up the error message <X> that followed the message DYKAL1054E for specific explanations and recoery procedures. 4. If the message DYKAL1054E was not found in step 3, look for the occurrence of the following two messages: DYKAL1020I Component startup actiities hae completed: DYKAL1000I Starting component localhost:cli:y. If DYKAL1000I is not found and DYKAL1020I is found, then the CLI serice is not registered to startup. Contact IBM Customer Support. 5. It is possible that the CLI Serice startup is not yet complete. Wait until the following message is displayed, where <fully_qualified_machine_name> should be the fully qualified name of the machine running the SLM Serer, and <Y> is an integer alue: DYKAL1001I: Started component <fully_qualified_machine_name>.cli:<y> After you receie this message, retry the scmd command. If the problem persists or the message aboe is neer receied, contact IBM Customer Support. Related messages: The following messages are all related to the problem of the CLI Serice not starting correctly. If these messages are receied, take the correctie action displayed by the message responses. If the CLI Serice cannot be started, then restart the SLM Serer. 34 IBM Tioli Serice Leel Adisor: Troubleshooting DYKAL2045E Unable to create the CLI serice on port <port number>. The CLI serice has not been started.

49 DYKAL2046E Unable to create the CLI serice on port <port number>. The port is already in use. The CLI serice has not been started. DYKAL2047E Unable to create the CLI serice on port <port number>. The CLI serice has not been started. DYKAL2011E The CLI serice could not be created on port <port number>. The CLI serice could not be started. DYKAL2012E The CLI serice was not started properly. Related documentation: See the Command Reference for further information on configuring and using the cliutil commands and the CLI Serice. Serer Hostname is Not Fully-Qualified If you receie either of the following messages, you might need to change your system configuration to return fully qualified hostnames: As a result of inoking an scmd command: DYKAL2030E Unable to connect to the Command Line Interface serice on port You find the following messages in the msgtslan.log files: DYKAL0009E The serer host name <hostname> is not a fully qualified host name. DYKAL1020I Component startup actiities hae completed:0 started, 0 timed out, 0 failed. These errors occur if the SLM Serer configuration data could not be loaded and if required SLM Serer serices are not started. This situation occurs if the machine that the SLM Serer is installed on is no longer known by the fully qualified hostname. In this condition, the serer does not properly read necessary configuration data that is associated with the fully qualified hostname of the machine, and necessary serices are not started. Machines on which you install the SLM Serer, SLM Administration Serer, and SLM Reports must be configured so that their hostnames resole to fully qualified names. Refer to Installing and Configuring Tioli Data Warehouse for more information on configuring your machine to return fully qualified hostnames. Issuing scmd list Reports only rcc, log, and slm Bundles If you issue the scmd list command and only the rcc, log, and slm bundles are reported as aailable, the SLM Serer might hae stopped during startup because it cannot connect to the SLM Database or the SLM Measurement Data Mart. You might receie the following related message in the msgtslan.log files: DYKAL1054E Component yourmachine.some.company.com:ds:1 failed startup with the following error:dykal3002e An error occurred for sdc during DataSource creation. This error indicates that connection to one or both of the IBM Tioli Serice Leel Adisor databases is not possible. Examine the related messages in the log to determine the root cause of the failure. The following errors are the most common causes of this type of problem: The db2start command was not issued on the database serer. You might see the following message in the SLM Serer stderr or the msgtslan.log files on the machine running the SLM Serer: Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 35

50 DYKAL3014E Error connecting to the database. Reason: [IBM][CLI Drier] SQL1032N No start database manager command was issued. SQLSTATE=57019 Verify that a db2start command is issued on the database serer. See the DB2 documentation for more information on starting DB2 Uniersal Database. The jdbc drier cannot be loaded because the db2jaa.zip file is not on the system CLASSPATH. You might see the following message in the SLM Serer stderr or the msgtslan.log files on the machine running the SLM Serer: DYKAL3013E Error loading drier COM.ibm.db2.jdbc.app.DB2Drier Verify the following items: The DB2 client or serer option is installed on this machine. If DB2 is installed and this is a Windows machine, run the following command from a command prompt: set classpath Examine the output of this command and erify that the fully qualified path to the db2jaa.zip file is correct. If it is not correct then naigate to the Windows enironment ariable window, correct the alue, and then restart the SLM Serer. If DB2 Uniersal Database is installed and this is a UNIX machine, then iew the contents of <TSLA_Dir>/bin/priate/generic_unix/runscripts/slmdbsetup.sh, where <TSLA_Dir> is the directory where IBM Tioli Serice Leel Adisor was installed, and erify that the paths to the db2profile and usejdbc2 scripts contained in this file are correct. If they are not correct, edit this file with the correct paths and restart the SLM Serer. Messages in the log indicate that network connectiity to the database serer is not possible. Verify that network connectiity to the database serer exists by using the ping command. If none of the preious solutions fixes the problem, consult your database administrator to determine the root cause of the database connectiity errors. Related documentation: See Getting Started for information on SLM database installation and configuration. Failure Attempting to Disable Source Applications After you hae registered a source application, either by adding the application to the SLM enironment using the CLI command scmd etl addapplicationdata, or by enabling a preiously registered source application using the scmd etl enable command, you can disable it using the CLI command scmd etl disable. This command stops the extraction of data from Tioli Data Warehouse and remoes all of the offering component information associated with the application from the SLM Database, so that no new data for this application is moed by the Registration ETL. You can only disable a source application if all associated SLAs hae been canceled and remoed, and the associated offerings deleted. For more information about these and other CLI Serice commands and utilities, see the Command Reference. 36 IBM Tioli Serice Leel Adisor: Troubleshooting

51 Problems Related to SLM Databases (Distributed Platforms) This section addresses problems you might encounter with databases on distributed platforms. Exceeding Maximum Application Connections When you use the DB2 Control Center to access a database, wheneer you perform a Sample Contents operation, a connection is established with the database een when the control center already has a connection established. After each Sample Contents operation completes, this connection is not released unless the control center is shutdown. Oer time, the number of held connections can increase and exceed the maximum number of applications allowed. This preents IBM Tioli Serice Leel Adisor and other applications from obtaining database connections when needed. By default, DB2 databases are configured to allow a maximum of 40 actie applications at one time (this is the MAXAPPLS configuration parameter). After this maximum is reached, no further connections can be made to the database. When this happens, you can do one of the following: Terminate applications such as the DB2 Control Center, which might be using a substantial number of connections depending on how long it has been running. Increase the maximum number of allowed connections (actie applications) by increasing the MAXAPPLS parameter alue for the particular database. To increase the MAXAPPLS parameter alue, do either of the following: From a DB2 command line, enter the following, where <db_name> is the database name and <new_number> is the number of connections to set in the MAXAPPLS parameter: db2 update db cfg for <db-name> using maxappls <new number> From the DB2 Control Center, do the following steps: 1. Select the database to be changed, right click and select Configure. 2. Select the Applications tab. 3. Click Maximum number of applications. 4. In the Value field, enter the new alue and click OK. All applications must disconnect from the database before the new alue can take effect. Reconnecting to the Tioli Data Warehouse Database After Changing Logfile Size If you change the size of your logfile for the Tioli Data Warehouse database, after making the change and restarting DB2, erify that you can still connect to the twh_cdw database, using the command: db2 connect to twh_cdw user <db2_user> using <db2_password> You may need to increase the filesystem (for example, /home/db2install) in order to handle a larger log filesize. SLM Administratie Console or SLM Reports User Interface Unresponsie If a link is selected in the SLM Administratie Console user interface or when signed on to SLM Reports and control is not being returned, then this might indicate a database aailability problem. In the DB2 database enironment, if Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 37

52 network connectiity to the database serer is lost, then the database client may appear to be hung. The connection will timeout after the TCP/IP keep alie timeouts hae been exhausted. To resole this problem, erify that the database is aailable by using the ping command. From a command prompt, issue the following command, where <db serer hostname> is the hostname of the machine where the database is located: ping <db serer hostname> If the database serer is not aailable then contact your appropriate system administrator for assistance. Related Documentation: For more information see the TCP/IP Problems section of the Troubleshooting on the Client chapter of the DB2 Troubleshooting Guide. Receiing SQL0289N While Executing a Database Operation While executing a database operation, you might receie this error indicating that the database is out of space. You need to extend the size of the space that contains the database data files. You can check the status of your database by first determining whether you are using a System Managed Tablespace (SMS) or a Database Managed Tablespace (DMS) by doing the following: 1. Connect to the database in question. 2. Issue the following command: db2 list tablespaces show detail 3. There will most likely be multiple entries in the output of the command. Look for the tablespace name referred to in the original error message, and refer to the Type entry in this tablespace. It will either be System managed space for SMS, or Database managed space for DMS. If the tablespace is SMS, the hard disk is full. You need to back up the database and restore it onto a larger hard disk. If the tablespace is DMS, you can extend the tablespace container by running the following command, where <tablespace_name> is the name of the tablespace referred to in the original error message, and <num_pages> is the number of 4K pages to extend the tablespace container: db2 alter tablespace <tablespace_name> extend (all <num_pages>) Note: The database may go through rebalancing and roll forward operations on the DMS tablespace. To check the status of the tablespace, issue the following command after connecting to the database: db2 list tablespace show detail In the State entry under the appropriate tablespace, there is a hex number that indicates the current state. An entry of 0x indicates that the DMS rebalancer is actie, while an entry of 0x0000 indicates a normal state, and the tablespace is ready to be used. 38 IBM Tioli Serice Leel Adisor: Troubleshooting

53 Receiing SQL1224N When Attempting to Connect to SLM Databases You might find problems while attempting to connect to the IBM Tioli Serice Leel Adisor databases, failing with DB2 error code SQL1224N. This error code can be contained within many different messages from IBM Tioli Serice Leel Adisor. This usually indicates that DB2 has exhausted all aailable shared memory segments, and will normally only occur if the SLM databases reside on the same machine with any of the install options of IBM Tioli Serice Leel Adisor (SLM Serer, SLM Administration Serer, or SLM Reports). SQL1224N on AIX If the SLM databases reside on the same machine with any of the install options of IBM Tioli Serice Leel Adisor and the platform is AIX, then DB2 Uniersal Database must be configured to use extended shared memory. To enable this support, do the following: 1. Add EXTSHM=ON to the /etc/enironment file 2. From a DB2 command prompt, run the following command: db2set DB2ENVLIST=EXTSHM 3. Add the following lines to sqllib/db2profile EXTSHM=ON export EXTSHM 4. Reboot the machine to put the changes into effect Related Documentation: For more information see the DB2 documentation for configuration of shared memory. SQL1224N on Solaris This error might indicate an incorrect configuration of the DB2 serer on a Sun Solaris machine. The kernel configuration parameters must be properly set in the /etc/system kernel configuration file to ensure that DB2 Uniersal Database functions properly. These alues are found in IBM DB2 Uniersal Database for UNIX Quick Beginnings, Version 7. You must reboot your system before these configuration parameters take effect. Receiing SQL30081N When Attempting to Connect to SLM Databases Remotely This error is an indication that the DB2 client or serer might not be set up correctly. Follow the steps below to ensure that your DB2 Serer is properly configured for communications: 1. On the DB2 client machine, if you hae cataloged the remote node by the DNS name, erify that the DNS serer returns the correct IP address of the intended remote DB2 serer. Verify that you can ping or touch the remote DB2 serer machine, using the IP address returned. 2. If you still cannot establish a connection between the client and serer, erify that the DB2 serer is configured correctly by doing the following steps: a. Run the following command from a DB2 command line window: db2 get dbm cfg Retriee the scename parameter if one exists for your database instance. The scename is one of the ariables listed in the output of the preious command. It represents the port number that the DB2 Serer will use for its Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 39

54 communication port. If the scename exists, you will need to retriee it for the next step. If the name does not exist, you will hae to know this for a later step to properly configure the DB2 serer. b. Verify that the DB2 Serer listener port is set in the serices file. On Windows systems, the serices file is located in the <WIN_DIR>\system32\driers\etc directory. On UNIX systems, the serices file is located in the /etc/ directory. If you retrieed a name in the preious step, search for the name in the serices file and retriee the port number associated with this name. If, in the preious step, there was not a scename listed for your database instance, you must do the following: Edit the serices file to add a line that looks like the following, where <db2 instance name> is the name of your instance and <port_num> is any free port number (recommended 50000): <db2 instance name> <port_num>/tcp This step assigns a port number to a particular serice. You will assign this serice name to DB2 in the next step below. From a DB2 command line processor window, issue the following command, where <serice_name> is the name of the port you added to the serices file: db2 update dbm cfg using scename <serice_name> This step updates the database manager to use the assigned port from the serices file for the communication listener. c. Using the port number that was assigned to the DB2 serer in the preious step, erify that nothing is currently using that port. To erify this, issue the following command and search through the output for the port number: netstat If you find anything listening on that port, you might want to end the serice that is currently using that port number, or reboot the machine if the port is being used but should not be, or choose another port for the DB2 serer and reconfigure the DB2 serer to use this free port. To choose another port follow the instructions from the preious step, and follow the steps assuming you did not hae a scename listed in the DB2 serer. Note: You might need to delete the old entry in the serices file, if one exists, for the DB2 serer, because you cannot hae conflicting serice names in the serices file. d. Now that the DB2 serer and the serices file are correctly configured, you must check some enironment ariables before restarting the DB2 serer. The communication listener requires an enironment ariable to be set for the proper configuration of the communication serices. Run the following command from a DB2 command line processor window: db2set The output of this command should return some DB2 specific enironment ariables. The enironment ariable that the communication serice depends on is the DB2COMM ariable. You should see DB2COMM=TCPIP (if you are using TCP/IP as the communication protocol). If you do not see this ariable or you do not see the correct information, issue the following command from the same window: db2set DB2COMM=TCPIP This sets the DB2 communication ariable to use the TCP/IP protocol. 40 IBM Tioli Serice Leel Adisor: Troubleshooting

55 Note: This assumes you will be using TCP/IP as the communication protocol. If you choose another protocol, see IBM DB2 Uniersal Database Command Reference, Version 7 for further details. e. Stop and restart the DB2 Serer by issuing the following commands: db2stop force db2start When the DB2 Serer restarts it should gie you an SQL code. If you see SQL1063N then your DB2 Serer has started, and should be configured for communications properly. Howeer, if you see an SQL1054N, then your DB2 Serer is not properly configured and you should recheck the steps aboe for configuring the DB2 Serer. In addition, see IBM DB2 Uniersal Database Administration Guide, Version 7 for more help. Unable to Publish Serice Monitor Results If you receie the following error in the msgtslan.log files, there is a problem with the SLM Serer attempting to write SLA results data to the SLM Database (dyk_cat): DYKME9034E An attempt was made to publish serice monitoring results and a failure occurred. The monitoring results will be stored locally. The connection to the SLM Database might be down, at the moment the SLM Serer tried to store the results in the database. The results will be stored locally. To resole this problem, restore the connection between the SLM Serer and the SLM Database. Then run the following CLI command: scmd mem flusheents Check the message log again to see if another DYKME9034E message was added after running the CLI command. If not, then the data was stored in the SLM Database. Note: The SLM serer automatically attempts to publish locally stored results after each regularly scheduled ealuation. If ealuations or trend analysis occur at a daily frequency, and if the connection to the SLM Database is restored before the next ealuation, the locally stored data will be stored in the SLM Database automatically at the time of the next ealuation. Optimizing Performance on Data Collection Wheneer there is significant actiity on a database table, either adding or remoing or otherwise updating the information, it is highly recommended to use the runstats command to collect current statistics about database tables and indexes. This proides the DB2 optimizer with the most accurate information with which to determine the most efficient access plan. Eery time the source and target ETLs run, the Tioli Data Warehouse central data warehouse (TWH_CDW) and the SLM Measurement Data Mart (DYK_DM) are subject to large amounts of update actiity on their tables, with hundreds of thousands of table entries being affected. The SLM Measurement Data Mart holds at most two months of data at one time, which means many entries are being remoed as well on a regular basis. Metric ealuators perform separate queries for the data for each component that needs to be ealuated. Running runstats on a regular basis will significantly improe the query speed and efficiency of the data collector function in IBM Tioli Serice Leel Adisor. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 41

56 The tables that are most affected are the TWG.MSMT table in the central data warehouse, and DYK.EXT_TOT, DYK.EXT_AVL, DYK.EXT_MMA, and DYK.EXT_PCH in the SLM Measurement Data Mart. You should plan to run runstats on the TWG.MSMT table after the source ETLs hae run, specifically after the first run of these ETLs, and periodically after that (consult your database administrator for the right frequency of running runstats). Similarly, runstats should be run on the DYK.EXT_TOT, DYK.EXT_AVL, DYK.EXT_MMA, and DYK.EXT_PCH tables after the Process ETLs hae run the first time, and periodically afterward as needed. Note: It is not recommended to run runstats on tables in the SLM Database (dyk_cat). You may experience decreased query performance that affects SLM Reports operation. See the IBM Tioli Serice Leel Adisor Release Notes for more information. To run runstats on these tables, do the following steps: 1. Start a DB2 command line prompt (CLP) session. 2. Connect to the desired database. 3. After the source ETLs complete their processing, run runstats on the TWG.MSMT table by issuing the following command: db2 runstats on table twg.msmt 4. After the Process ETLs complete their processing, run runstats on the DYK.EXT_TOT, DYK.EXT_AVL, DYK.EXT.MMA,and DYK.EXT_PCH tables by issuing the following commands: db2 runstats on table dyk.ext_mma db2 runstats on table dyk.ext_al db2 runstats on table dyk.ext_tot db2 runstats on table dyk.ext_pch For more information on the runstats command, see the DB2 Administration Guide. Analyzing System Catalog Tables using Reorgchk When running certain SQL operations, tables may be left with internal gaps. The reorgchk utility can help you determine the physical organization of your tables and indexes, how much free space is currently aailable, and how much space is being used. The utility analyzes the system catalog tables to gather information about the physical organization of tables and indexes and displays the space allocation characteristics. To run the reorgchk utility, start a DB2 command line session, connect to the database that contains the table to be analyzed, and issue the following command, where <schema> is the name of the schema in which the table, <table_name>, was created: db2 reorgchk [current statistics] on table <schema>.<table_name> If the current statistics argument is not specified, reorgchk will first call the runstats utility to get the latest statistics on the table. For more information about the reorgchk utility and interpreting its output, see IBM DB2 Uniersal Database Command Reference, Version IBM Tioli Serice Leel Adisor: Troubleshooting

57 Problems Related to Databases on z/os Systems This section addresses problems you might encounter with databases on z/os operating systems. Error SQL0969N Receied: There is no message text corresponding to SQL error -873 If you hae IBM Tioli Serice Leel Adisor databases on z/os systems and you are running ETL processes in the target (DYK) or source (DY1) warehouse packs, you might receie an error message similar to the following example: CDWEX8087E A general SQL error occurred: SQL_ERROR: ExecDirect :30: sqlstate = 53090, natieerr = -873, errormsg = [IBM][CLI Drier][DB2] SQL0969N There is no message text corresponding to SQL error "-873" in the message file on this workstation. The error was returned from module "DSNXOEND" with original tokens "". SQLSTATE=53090 This error can occur if you attempt to run the ETLs without first running the dyk_translate.bat or dy1_translate.bat script on the Tioli Data Warehouse control serer machine. These scripts configure the DYK and DY1 ETL processes, respectiely, to utilize the tablespace names chosen when the IBM Tioli Serice Leel Adisor databases are created on a z/os system. See Chapter 5 of Getting Started for the procedures to run the dyk_translate.bat and dy1_translate.bat scripts to configure the DYK and DY1 ETLs. Encoding Issues and Limitations with the DY1 Source Warehouse Pack When using the IBM Tioli Serice Leel Adisor Source warehouse pack (DY1) with IBM Tioli Serice Leel Adisor databases located on z/os systems, be aware of the following encoding issues and limitations: The default encoding for the DB2 location must be unicode for the DY1 ETL process to work when the target central data warehouse and the SLM Database (DYKCAT) reside within the same location. The main central data warehouse tablespace inherits the encoding scheme of the location in which it is created, and DB2 Uniersal Database does not allow an SQL statement to intermix tables defined in tablespaces of different encodings. If the target central warehouse database and the SLM Database (DYKCAT) reside in different DB2 locations, then the default encoding of the location where the central data warehouse resides does not hae to be unicode. Howeer, the codepage for the central data warehouse must be compatible with the characters stored in the SLM Database tables. See your local database administrator and DB2 UDB documentation for more information on encoding schemes. Incorrect Port Number Specified during Database Creation You might attempt to create an IBM Tioli Serice Leel Adisor DB2 database on a z/os operating system, but the creation fails and the log file contains a communication error similar to the following example: SQL30081N A communication error has been detected. Communication protocol being used: "TCP/IP". Communication API being used: SOCKETS". location where the error was detected: "". Communication function detecting the error: "connect". Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 43

58 Protocol specific error code(s): "10061", "*", "*". SQLSTATE=08001 SQL1024N A database connection does not exist. SQLSTATE=08003 This error might be caused by an incorrect port number specified on the database creation panel. The default port alue is 5027 for DB2 databases on z/os operating systems. Run the database creation task again from the IBM Tioli Serice Leel Adisor Launchpad installation program and try creating the database again after erifying the correct port number has been entered for the DB2 location. See Getting Started for more information on the Launchpad installation program and creating databases for IBM Tioli Serice Leel Adisor. Error SQL0913N Receied: Unsuccessful execution caused by deadlock or timeout There is a known problem that most often occurs when running one of the DYK ETL processes against a IBM Tioli Serice Leel Adisor database that is located on a DB2 for z/os operating system. The ETL step fails with a message that indicates a deadlock or timeout condition has occurred. The message is similar to the following example: CDWEX8087E A general SQL error occurred: SQL_ERROR: ExecDirect :52: sqlstate = 57033, natieerr = -913, errormsg = [IBM][CLI Drier][DB2] SQL0913N Unsuccessful execution caused by deadlock or timeout. Reason code "00C9008E". SQLSTATE=57033 This error usually follows a drop table or a create table command. The error is typically caused by multiple outside connections to the same location, for example, connections opened through the DB2 Control Center or by DB2 command prompts. To recoer from this error, close all extraneous connections other than those opened by IBM Tioli Serice Leel Adisor components, and try the failed ETL step again. Problems Related to the DB2 Data Warehouse Center This section addresses problems you may hae in logging into and accessing the DB2 Data Warehouse Center. Log in Fails: Unexpected Communication Error Login to the DB2 Data Warehouse Center fails with the following message: DWC06200E An unexpected communications error has occurred. Connection refused: no further information RC = 6200 RC2 = 0 This usually occurs when the Warehouse Serer serice on the Windows platform is not running. Make sure that both the Warehouse Logger and Warehouse Serer serices are started on the Windows platform that has been designated as the Control Serer. After both serices are started, try the login again. Related Documentation: See the DB2 product documentation for more information regarding this error message. 44 IBM Tioli Serice Leel Adisor: Troubleshooting

59 Login Fails: Unable to Retriee DB2 User Login to the DB2 Data Warehouse Center fails with the following message: DWC07035E The warehouse serer was unable to retriee user "db2admin". The error occurred in response to an authentication request from client "clienthostnamehere". [IBM][CLI Drier][DB2/NT] SQL1224N A database agent could not be started to serice a request, or was terminated as a result of a database system shutdown or a force command. SQLSTATE=55032 RC = 7035 RC2 = 2014 This occurs when the connections to the TWH_MD database required by the Warehouse Serer and Warehouse Logger serices on the Windows platform hae been seered. From the Serices panel on the Windows platform, stop and restart the Warehouse Logger and Warehouse Serer serices. Verifying Connections are Established To erify that the connections are established after stopping and starting the warehouse serices, do the following steps: 1. Start a DB2 Command Line Processor (CLP) window by selecting Start > Run and issuing the db2cmd command. 2. From the CLP window, issue the following commands: db2 list actie databases The output for the TWH_MD database should indicate two applications connected. 3. If restarting the Warehouse serices does not correct the problem, erify that the TWH_MD database can be connected to manually using the following command from a DB2 CLP window: db2 connect to twh_md user <db2_username> using <db2_password> If the connection succeeds, refer to the troubleshooting problem, Warehouse Serices Missing from Control Serer on page 46. If the connection does not succeed with the correct DB2 user ID and password, contact Tioli Customer Support. Login Fails: Database Specified Does Not Match Login to the DB2 Data Warehouse Center fails with the following message: DWC01007E Logon Failed. The Database specified by the user does not match the database used by the warehouse serer. RC = 1007 RC2 = 0 This occurs when the Data Warehouse Center is configured with an incorrect control database. To resole this problem, do the following: 1. From the Data Warehouse Center login screen, click Adanced. 2. In the Control Database field, enter TWH_MD. 3. Click OK. 4. Attempt the login again. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 45

60 Related Documentation: See the DB2 product documentation for more information regarding this error message. Warehouse Serices Missing from Control Serer This problem might occur if one or both of the warehouse serices (Warehouse Serer or Warehouse Logger) are missing. This could occur following installation of a fix pack on top of an existing ersion of DB2, where the migration of the control database failed during the fixpack installation. To resole this problem, do the following steps: 1. Select Start > Programs > IBM DB2 > Warehouse Control Database Management. 2. On the subsequent panel that is launched, in the New control database field, enter TWH_MD. 3. Enter your DB2 user ID and password in the corresponding fields, and click OK. 4. After the processing is completed, click Cancel. Note: If the TWH_MD database already exists, this procedure will not recreate it. Related Documentation: See the DB2 product documentation for more information regarding this error message. Problems Related to Data Retrieal This section addresses problems in retrieing data from the central data warehouse or the SLM databases. Ealuating Partial or Missing Data Data is retrieed from the SLM Measurement Data Mart for ealuation and trend analysis after the Process ETL has completed its transfer of data from the central data warehouse. Occasionally, some data might not be aailable in the SLM Measurement Data Mart at the time of the scheduled ealuation, possibly due to any of the following causes: A failed source application A source application only reporting part of the data for a gien time period A failure in the execution of the source or process ETLs A database connection problem Incorrect scheduling of the Process ETL relatie to the timezones specified in SLAs. IBM Tioli Serice Leel Adisor only detects database connection failures at the time of the ealuation. Data missing as a result of a database connection failure may eentually become aailable after the regularly scheduled ealuation time. When data is detected as missing the ealuation is placed in the actie retry state and it is periodically retried a configurable number of times. After the number of retries has been exausted, the entry is moed from the actie retry state to the stopped retry state and the retry process ends. 46 IBM Tioli Serice Leel Adisor: Troubleshooting

61 Retries for hourly ealuations go directly into the stopped retry state because the retry interal is longer than the next scheduled ealuation. There are no retries for hourly trend actions at all because of the possibility of adersely affecting the trend with out of sequence data. If you find that you are not getting data in your reports for a particular SLA or resource, you can run the following command to see if there is a source application reporting partial or no data: scmd mem showstoppedretry This command shows entries that are in the actie retry or stopped retry state. After you check the source application related to the missing SLA or resource data and erify that it is reporting data correctly, you hae two options: If the source application finally does report this data into the SLM Measurement Data Mart, you should run the following command to force the ealuation and trend processing of all entries: scmd mem retrymissedinterals all Note: After running this command, the SLAs in stopped retry state may cause trend information to not be reported correctly. If the source application failed and lost the monitoring data, or for some other reason will neer report the missing data, you should run the following command to remoe those stopped retry entries for the affected SLA or resource: scmd mem remoestoppedretryentries Note: This command should not be run unless you are sure that this data will neer be reported by the source application. See the Command Reference for details on these commands. No Data in SLM Reports for a Specific SLA This problem might occur when you access SLM Reports and attempt to iew results for a specific SLA ID, but in the Serice Leel Objecties (SLO) Results section, you instead obsere the message: No data for the specified request Possible causes for this problem are discussed in the following sections, and include the following causes: The ealuation has not yet occurred. The ealuation did not complete because data is missing. No alid data points were receied for the specific SLA or resource. A schedule state of no serice was assigned to this specific time frame. The SLM Serer cannot write the ealuation data in the SLM Database (dyk_cat). The Ealuation Has Not Occurred Yet If the ealuation has not yet occurred, then no data will be reported. The SLA and SLOs are both associated with a Serice Offering. When the SLO is configured, a daily, weekly, or monthly frequency is specified for ealuation and trending. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 47

62 Ealuations occur when the Process ETL completes the transfer of new measurement data from Tioli Data Warehouse into the SLM Measurement Data Mart. SLO ealuations whose end times occur before the just completed Process ETL, and that occur later than the preious run of the Process ETL will be included. In addition, when an SLA is first configured, a start time for the first ealuation period is specified. No ealuations will take place for SLOs whose SLA start time is later than the last run of the Process ETL. The determining factor as to whether or not an ealuation should hae occurred is not the current date, but date of the last run of the ETL. Consider the following example: Today is February 3, and it is the first day of the week. The Process ETL last completed a successful run on January 30. An SLO has been defined for daily ealuations and included in an SLA that has a start date of February 5. An SLO has been defined for weekly ealuations and included in an SLA that has a start date of January 20. In addition the weekly SLO has been configured with a daily intermediate ealuation. An SLO has been defined for monthly ealuations and included in an SLA that has a start date of January 1. SLM reports will only show ealuations for the weekly SLO (a full ealuation of the week from January 20 through January 26), and the following daily intermediate ealuations: January 20 through January 21 January 20 through January 22 (note that each succeeding ealuation occurs for data at the beginning of the weekly SLO ealuation period, on January 20) January 20 through January 23 January 20 through January 24 January 20 through January 25 January 27 through January 28 (note that there is no daily intermediate ealuation for January 20 through January 26, because the normal weekly SLO ealuation is performed. Also note that this intermediate ealuation starts on the first day of the new week, January 27.) January 27 through January 29 (again, the intermediate ealuation occurs for data since the start of the weekly SLO ealuation period on January 27. Also note that since the last Process ETL ran on January 30, data beyond January 29 is not ealuated.) If the Process ETL is run again today (February 3), the monthly SLO ealuation for January 1 to January 30 will be performed, another full weekly SLO ealuation will be performed for January 27 through February 2, and the following daily intermediate ealuations are performed: January 27 through January 30 (note that the intermediate ealuations for January 28 and January 29 were already performed) January 27 through January 31 January 27 through February 1 (again, note that the daily ealuation for January 27 through February 2 is not performed, because this is equialent to the normal full week SLO ealuation period) No daily SLO ealuations will be performed because the SLA does not start until February IBM Tioli Serice Leel Adisor: Troubleshooting

63 To erify that your SLA ealuations should hae occurred, complete the following steps: 1. Run the scmd mem showmetricealuators command with the option, specifying the SLA ID number for the SLA (see the Command Reference for information on this and other CLI commands). Verify that the SLA start time is earlier than the current time. 2. Using the output from the scmd mem showmetricealuators command, note the index number listed prior to each SLO within the SLA. Run the scmd mem dumpdata command, specifying the SLA ID, the index number for the SLO missing results and specify 1 for the r option. In the output listing, note the date of the most recently completed ETL. If you know that this is incorrect (for example, the Process ETL has been run later than this date), the polling mechanism that informs the Metric Ealuator Manager might not hae detected this latest run of the ETL. Issue the scmd wdccli listsettings command and determine if the ETLPoll period is reasonable. The default is 10 minutes, but if this has been changed, the time between when the Process ETL completes and the ealuation process begins might be extended. Note that the date of the most recently run ETL listed in the output of the scmd mem dumpdata command will not be updated until the entire set of SLA ealuations that were triggered by the current Process ETL is executed, so you should allow time for the ealuations to complete before checking if the poll has correctly detected the most recent run of the ETL. If there is still a discrepancy between the last detected run of the ETL and the known date of the last run of the ETL, contact IBM customer support for further help. If the date of the most recently run ETL is correct to the best of your knowledge, erify that the SLA start time is earlier than the time of the most recent ETL run. 3. Using the output from scmd mem dumpdatacommand, determine the ealuation interal specified for the SLO and estimate the number of ealuation periods from the current time to the ealuation period you are inestigating. Issue the scmd mem dumpdata command again, using the estimate for the r option. The output will list all ealuation periods up to the period requested, so if your estimate is incorrect, you should be able to identify the correct one and run the command again.verify that the end time of the missing ealuation period occurs earlier than the most recent time that the Process ETL was run. The ealuation did not complete because data is missing This is related to the troubleshooting topic, Ealuating Partial or Missing Data on page 46.. Data is retrieed from the SLM Measurement Data Mart to be processed for trending and ealuation. If, due to temporary network or database outages, data is unaailable at the time of ealuation or trend analysis, the ealuation is put into the actie retry state and the ealuation is periodically retried a configurable number of times. After the number of retries has been exhausted, the entry is moed from the actie retry state to the stopped retry state, and the retry process ends. For the case that no results were published for a particular SLA, there is a possibility that the ealuations are in actie retry or stopped retry state. Do the following: 1. Examine the output from the scmd mem dumpdata command for the missing ealuation period. If the retrieal status indicates missing data, then this is a Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 49

64 retry scenario. If, howeer, data points are aailable, then it is still possible that a retry scenario was triggered. The data points might hae arried late after the ealuation was first tried. 2. Using the output from the scmd mem showmetricealuators command produced earlier, note the Serice Element Instance ID, the Metric Ealuators Instance Identifier, and the Resource Name. 3. Issue the scmd mem showretrys command. The command displays entries that are in the stopped retry state and the actie retry state. The entries in the stopped retry state appear aboe the separator line, and the entries in the actie retry state appear below. Verify if the alues mentioned in step 1 match with this output. If the alues match, see Data Extracted From Warehouse Late on page After fixing the problem issue the scmd mem retrymissedinterals -all command. No Valid Data Points Receied for the Specific SLA or Resource It is possible that for some reason no data points were collected by the IBM Tioli Serice Leel Adisor data collector function at the time of the ealuation. Metric Ealutors type A and B1/B2 will not produce any results for ealuation periods that do not hae data points. To check for this, do the following: 1. Examine the output from the scmd mem dumpdata command for the missing ealuation period. The output will indicate if the retrieal status was successful but no data points were receied. Een if the output of the scmd mem dumpdata indicates that data points exist, they might hae arried after the ealuation was completed. For metric ealuator type A, perform steps 2 and 3 below to completely eliminate this potential cause. 2. Examine the output from the scmd mem ShowMetricEaluators command and note the Resource Names associated with this specific SLA. For example, the alues of interest might be similar to the following: /ftsol17/slmft8 job3 /ftaix18.rtp.lab.tioli.com/slmft9 job_name1 /SLMFVT5.rtp.lab.tioli.com/slmft5_sti playback 3. Search in the msgtsla<n>.log files for the following message: DYKME9064W 0 datapoints hae been collected for the ealuation period: <ealuation period start time> <ealuation period end time> ComponentName/MeasurementType/CustomerID: <resource name> / <measurement type> / <SLA ID> This may not be expected. Compare the alues for Resource Name and SLA ID in the message with the specific SLA ID and the associated resource names obsered in step 2 aboe. In this example, the following message might be obsered: :06: DYKME9064W 0 datapoints hae been collected for the ealuation period: Tue Feb 12 00:00:00 EST Tue Feb 12 23:59:59 EST ComponentName/MeasurementType/CustomerID: /ftaix18.rtp.lab.tioli.com/slmft9 job_name1/97/1005. This may not be expected. 4. If the output of the scmd mem dumpdata command shows data points but the message similar to that in step 3 is also displayed, the data points arried late and missed the ealuation. See Data Extracted From Warehouse Late on page IBM Tioli Serice Leel Adisor: Troubleshooting

65 5. If data points were expected for this resource and none were receied, see Checking the Health of the Central Data Warehouse. 6. Een if data points are listed in the output of the scmd mem dumpdata comand, it is possible that none of them were considered alid and all data points were ignored as if they did not exist. Search in the msgtsla<n>.log files for the following messages that indicate alidation problems with the data points: DYKME9075E, DYKME9076E, DYKME9078E, DYKME9079E, DYKME9081E, DYKME9082E, DYKME9084E, DYKME9085E, DYKME9086E, DYKME9087E, DYKME9088E, DYKME9089E, DYKME9090E, DYKME9091E, DYKME9092E. Checking the Health of the Central Data Warehouse To further diagnose problems that might be related either to data not being in the warehouse database as expected, or problems with IBM Tioli Serice Leel Adisor ealuating that data, you can run the Tioli Data Warehouse Health Tool script, which can be obtained from the IBM Tioli Serice Leel Adisor support Web site. This script is designed to query Tioli Data Warehouse and proide information about the oerall status of source applications that are putting data into the Tioli Data Warehouse database. It may help you to determine if data is not in the warehouse database as expected, or if IBM Tioli Serice Leel Adisor has problems ealuating existing data. To use the Health Tool, do the following steps: 1. Point your browser to the following support Web site: IBMTioliSericeLeelAdisor.html 2. Scroll down the Self help column and locate the Downloads section. 3. Under Diagnostic, select the IBM Tioli Enterprise Data Warehouse Health Tool link. 4. Download the cdw_health.zip package to the machine where your Tioli Data Warehouse Control Serer is located. 5. Sae it to a temporary directory. 6. Use your unzip utility to extract the files. 7. From a DB2 command prompt window on the Tioli Data Warehouse Control Serer machine, run the following command, where <Warehouse_Name> is the ODBC datasource name of the Tioli Data Warehouse database, <db2_userid> is the DB2 user name, and <db2_password> is the DB2 password: cdw_health [-] <Warehouse_Name> <db2_userid> <db2_password> In the aboe command syntax, the parameter is an optional parameter that, when specified, displays additional information and more detail by executing additional queries to help further identify the problem. The script performs a number of queries on the warehouse database, and proides information such as: The source applications that Tioli Data Warehouse recognizes as being registered, by application name and code The total number of measurement records that exist Additional details on the number of records for each application Timestamp information on when ETLs were last run Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 51

66 The following results may be of particular interest: Number of measurement records per Source Application If 0 records exist in the warehouse for a particular source application, the ETL for that application has neer successfully completed or there is no data at the source database to obtain. Latest date of measurement record per Source Application If the date of the latest measurement record is more than 2 days old, something has caused the ETL to fail or there is no new information at the source database to obtain. Latest successful extract timestamp from the Extract, Transform, and Load (ETL) Applications Refer to the ETL Source Application for information about how Extract Control is used, and erify that timestamps are expected. Any dated entries should raise concern. If the parameter is specified, an additional query proides een more detailed information on the number of measurement records per measurement type for each source application. For additional information or assistance in using the cdw_health script, contact Tioli Customer Support. A Schedule State of No Serice was Assigned to this Time Frame The data was retrieed by the SLM Serer for ealuation and trend analysis, but the data in this ealuation period is associated with a schedule state of No Serice. The SLA is associated with an offering, which includes defined schedules with different times assigned to different schedule states. This enables IBM Tioli Serice Leel Adisor to offer multiple leels of serice, tailored to the user s specific business schedule needs. One of these schedule states, No Serice, is designed to not publish results in that time period, so resources can be brought down for maintenance without generating false iolations and trends. Check the schedule periods for this SLA. If all of the alid data occurs within the schedule period associated with the No Serice state, then no results should be expected. The SLM Serer Cannot Write the Ealuation Data in the SLM Database See the related problem, Unable to Publish Serice Monitor Results on page 41 for details on this possible cause of your problem. Data Extracted From Warehouse Late SLA ealuations depend on the aailability of application data in the SLM Measurement Data Mart at the time that ealuations are performed. You must be careful to coordinate the execution schedules of the source and target ETLs with the ealuation and trend analysis schedules on the SLM Serer. These eents can occur on multiple machines in different time zones, but SLA ealuations are scheduled to occur relatie to the time zone in which the SLM Serer is located. SLA ealuations occur on data that has been extracted from the warehouse database by the most recent run of the Process ETL. In general, it is always important to ensure that the process ETL is scheduled at a time that will extract data from the CDW after the source ETLs hae completed writing data into the CDW. Some source ETLs, howeer, only moe data for the 52 IBM Tioli Serice Leel Adisor: Troubleshooting

67 preious day based on the time zone of their local machines on which they are running. In addition, special consideration for ETL scheduling should be gien in enironments where SLAs are supported for time zones that are west of the SLM serer timezone. To ensure proper SLA ealuations, you must maintain the following order of eents: 1. Determine the time zones that are specified in existing SLAs (and also determine, if possible, time zones that you will likely specify in future SLAs) and the time zone of the SLM serer, and select the one which is most west of Greenwich Mean Time (GMT) plus 12 hours (GMT+ 12). This is our reference time zone, and the remaining steps in this procedure should be performed to start after midnight in that reference time zone. 2. Source ETL executions occur to moe the preious day s data into the CDW. By using the westernmost time zone as a reference, any source ETL operating in a different time zone will hae also concluded the preious day in its time zone. 3. The execution of the Registration ETL occurs after the source ETLs complete their processing, moing data from the warehouse into the SLM Database. Note: This is only a one time step when a new source ETL is supported, and does not hae to be repeated each time new data for the same source ETL is transferred. 4. The execution of the Process ETL occurs after the Registration ETL completes, moing data from the warehouse into the SLM Measurement Data Mart. 5. SLA ealuations and trend analysis occurs. For more information on Tioli Data Warehouse, see the documentation for that product. Also, see Managing Serice Leel Agreements for related information on defining time zones and considerations for specifying the frequency of ealuations and trend analyses. Updating an Ealuation Based on the Arrial of Late Data There is no automatic way to update an ealuation that has occurred based on the arrial of additional data for that ealuation interal. It is best to aoid this problem by correctly scheduling source and process ETLs. Once the problem has occurred, howeer, you can still take some steps to possibly correct the situation. See the Command Reference for information on using the scmd mem reeal command to perform re-ealuations of late data. Receiing Too Many DYKME9094 Messages During the creation of an offering, you hae the option of configuring adanced metric settings, including the indication that missing data is to be considered an error condition. This is usually enabled when you are expecting at least one data point in eery ealuation interal, for example, if a source application is writing aailability polling data on a regular basis, such as eery hour. If this Missing Data check box is checked in the adanced settings for the offering, but there is no source application that is legitimately supplying data points for eery ealuation period, then you will receie many DYKME9094 messages indicating that there are missing data conditions. To resole this, erify that there are source applications that should be supplying this data, and correct any problems related to data being written to the central data Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 53

68 Problems Related to ETLs warehouse. Also, erify that an offering was not inadertently configured to check for missing data if there are no source applications supplying this data. You might need to disable this check if necessary. This section includes troubleshooting topics related to processing the Registration and Process target ETLs to extract data from the Tioli Data Warehouse database and load it into the SLM Database and SLM Measurement Data Mart. SLM ETL Step Failed This problem occurs when the Work in Progress window of the DB2 Data Warehouse Center shows a Registration ETL or Process ETL step with a status of failed. To determine the cause of the problem, examine the log file in the <Tioli Common Directory>\cdw\logs\etl directory where <Tioli Common Directory> is the directory path location where the Tioli Common Directory is located. The file name will be the same as the step that failed and the file extension will be log. Verify connectiity to the databases by checking the following: 1. Verify that ODBC data sources named TWH_CDW, DYK_CAT, and DYK_DM hae been created correctly. 2. Verify that the warehouse source and target databases for the databases listed aboe hae been configured with the correct user ID and password information. 3. In the DB2 Data Warehouse Center, expand the warehouse source and target folders and for each source or target with a name that begins with DYK, select a table and attempt to sample its contents. 4. Verify that a connection to each of the aboe databases can be made using the DB2 command line processor by issuing the following commands: db2cmd db2 connect to <db_name> user <yourdb2userid> using <yourdb2password> For example: C:\db2 connect to dyk_cat user myuserid using mypassword Related Documentation: For information on how to manually create ODBC data sources and how to set user IDs and passwords for warehouse source and target databases, see Getting Started. Schedules Changing in Work In Progress Display When you schedule an ETL to run on a regular basis, the schedule information is aailable in the Work In Progress dialog of the Data Warehouse Center. If desired, you can select a process and click Run Now and the process will be run immediately instead of waiting for the normally scheduled time. The normally scheduled ETL will not be run, but will be rescheduled to run at the next regularly scheduled interal. For example, assume you hae an ETL scheduled to run daily at 5:00pm. If you select this ETL at 2:00pm on Tuesday and run it immediately, the regularly scheduled run at 5:00pm on Tuesday will be rescheduled to run on Wednesday at 5:00pm. If you still want the ETL to run at 5:00pm on Tuesday, select Run Now again at that time to run it immediately. 54 IBM Tioli Serice Leel Adisor: Troubleshooting

69 Recoering From SLM ETL Failure It is important to coordinate the scheduling of when source and target ETLs are run, with source ETLs putting data into the central data warehouse according to their schedule, and target ETLs extracting data from the warehouse database for use by IBM Tioli Serice Leel Adisor on an independent schedule and frequency to ealuate and analyze for iolations and trends. You must coordinate when these ETLs are run, to make sure that processing of data from the source applications is completed before the target ETLs extract that data for ealuation. Problems can occur in moing data when any of the following happens: A target ETL is run while a source ETL is still running A target ETL is run multiple times after a source ETL completes, causing duplicate data to be retrieed In the case of migrating from a preious ersion of IBM Tioli Serice Leel Adisor, there might be a mismatch between the ersion of the target ETL and the ersions of the IBM Tioli Serice Leel Adisor database schemas. Recoering from Duplicate Data Errors The specific problem of duplicate data errors may be present if you find a message similar to the following in the log: SQL0803N One or more alues in the INSERT statement, UPDATE statement, or foreign key update caused by a DELETE statement are not alid because the primary key, unique constraint or unique index identified by "1" constrains table "DYK.EXT_TOT" from haing duplicate rows for those columns. SQLSTATE=23505 This message means that the ETL is attempting to write data into the dyk_dm database, but there is already duplicate data in dyk_dm, so nothing is written into dyk_dm. To isolate the cause of this failure, do the following steps: 1. Verify that the source and target ETLs are scheduled at the right times and frequencies such that the target ETLs do not run before the source ETLs complete their processing. 2. Check to see if the target ETL is running multiple times after the source ETL completes, and adjust the schedules accordingly. 3. Verify that the ersion of the target ETL in use is compatible with the ersion of the database schema used by dyk_dm. If you are migrating from a preious ersion of IBM Tioli Serice Leel Adisor, you must uninstall the current Process ETL and install the compatible ersion. After the ETL schedules hae been adjusted or the target ETL has been uninstalled and reinstalled to the correct ersion, recalibrate the Extract Log for the Process ETL. Note: You should complete the following procedure only for recoering from problems with duplicate data. Using the DB2 Data Warehouse Center on the control serer machine, do the following: 1. Locate the ETL Process step with...update_extract_control in the step name for the ETL that failed (Registration ETL or Process ETL). 2. Change the mode of this step from Production mode to Test mode. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 55

70 3. Run the step by right-clicking it and selecting Test in the resulting context menu. 4. Place the step back in Production mode if it was in Production mode preiously. After completing the aboe steps, run the entire ETL again from beginning to end without duplicate data failures. If this does not correct the problem, then you will need to contact IBM customer support for assistance. Problems Related to the SLM Administratie Console This section addresses problems in using the SLM Administratie Console graphical user interface of IBM Tioli Serice Leel Adisor. User Sign-On Fails If WebSphere security is enabled when you bring up the SLM Admininstratie Console, a sign-on screen is presented for you to enter a alid user name and password. If your user name or password fails or you need to obtain a new user name or reset your password, see your SLM Administrator. Typically the SLM Administrator will create a user group and associate it to a particular role, such as Offering Specialist. After restarting the SLMAdmin application in WebSphere, indiidual user names can be added to or remoed from the group as desired, without restarting the SLMAdmin application. Howeer, if a new user is added to an existing group, you must wait approximately 10 to 15 minutes for the user credentials to be refreshed in WebSphere before you can attempt to sign on. Note that if you attempt to sign on before the user credentials are refreshed, the sign on will fail and the wait time will be restarted. The Administrator s Guide contains information on creating and configuring user names and passwords, associating users to roles, and enabling and disabling WebSphere security. Tasks not Displayed in Portfolio If you expect a task to appear in the portfolio portion of the SLM Administratie Console but do not see it listed, it might be because the user name that you used to sign on to the SLM Administratie Console is not associated with the desired role that is mapped to that task. You should check with your SLM Administrator to erify that you are using the correct user name and that the user name has the proper roles assigned. Tioli Common Directory Logs Not Accessible If you are trying to access log files in the Tioli Common Directory but are denied access, it s possible that your system user ID has not been added to the tioli user group. Files in the Tioli Common Directory are assigned to the tioli user group, and your Administrator should hae gien your user name access to this group when your IBM Tioli Serice Leel Adisor user name was first created. Refer to Accessing Log Files on page 2 for more information, and contact your Administrator about adding you to the tioli group. 56 IBM Tioli Serice Leel Adisor: Troubleshooting

71 Resource Name Incorrectly Specified When Renaming a Resource When resource names appear in a table column, they are underlined because the name is an HTML link to open a View Resource window. If a resource name includes underscore characters or blank spaces, it might be difficult to see because the HTML link underline masks the underscore characters. You might encounter this problem while using the replace function to rename a resource. Instead of typing the resource name manually, select the resource name by using the system clipboard feature to cut and paste the resource name as desired. Object Description not Fully Displayed If you create an object, for example, a customer or realm, with a description that is significantly long (500 characters or more), and afterward you notice that the Manage page for that object does not show the complete description in the fly-oer pop-up window when you moe the cursor oer the description in the table), it is possible that you do not hae your Internet Explorer display settings configured correctly. From the Internet Explorer tool bar at the top of the page, select Tools -> Internet Options. In the General tab, under Temporary Internet files, click the Settings button. Verify that the Check for new ersions of stored pages option is set to Automatically. This is the only supported option. Display of Time Zone Offset is Incorrect If the time zone offset is displayed as GMT-??:??, the time zone is unknown to the current operating enironment of the SLM Serer. This might occur if you did not complete all of the steps in upgrading from a preious release of IBM Tioli Serice Leel Adisor. See Getting Started for details on upgrading from a preious release. Problems Related to the SLM Serer This section addresses problems that you might encounter with the SLM Serer option of IBM Tioli Serice Leel Adisor. Out of Jaa Memory If you run out of Jaa memory, you can increase the setting by doing the following: For Windows systems, you can do either of the following procedures: Use regedit to alter the registry, by doing the following: 1. Start regedit (select Start > Run, then enter regedit) 2. Naigate to the following: My Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Serices \tslm\parameters 3. Locate the following: Name: jmoption5 4. Modify the -Xmx384m parameter, changing the 384 to a larger number, such as 512 or Modify the setting in the tslmconfig file by doing the following: Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 57

72 1. Stop the SLM Serer (from a command prompt, issue the command: net stop tslm, or see Shutting Down the SLM Serer in Chapter 6 of Getting Started for more information) 2. Naigate to the following directory, where <sla_install_dir> is the location where the SLM Serer option of IBM Tioli Serice Leel Adisor is installed: <sla_install_dir>\bin\common 3. Edit tslmconfig by modifying the line containing the -Xmx384m parameter, changing the 384 to a larger number, such as 512 or Naigate to <sla_install_dir>\bin 5. At a command prompt, run the following command to temporarily remoe IBM Tioli Serice Leel Adisor as a serice: jserice -u <sla_install_dir>\bin\common\tslmconfig 6. At a command prompt, run the following command to restore IBM Tioli Serice Leel Adisor as a serice with the new jaa memory specification: jserice -i <sla_install_dir>\bin\common\tslmconfig 7. Start the SLM Serer (from a command prompt, issue the command: net start tslm, or see Starting the SLM Serer in Chapter 6 of Getting Started for more information) For UNIX systems do the following steps: 1. Stop the SLM Serer (naigate to the <sla_install_dir>/bin directory, where <sla_install_dir> is the location where the SLM Serer option of IBM Tioli Serice Leel Adisor is installed, and run the following command:./slm_serice_stop.sh 2. Edit <sla_install_dir>/serice_util/slm_start.sh by modifying the line containing the -Xmx384m parameter, changing the 384 to a larger number, such as 512 or Restart the SLM Serer (naigate to the <sla_install_dir>/bin directory and run the following command:./slm_serice_start.sh Windows Error 1053 Encountered During Start-up During startup of IBM Tioli Serice Leel Adisor, you might encounter the following Windows error message: Error 1053: The serice did not respond to the start or control request in a timely fashion. This is a known Microsoft serice error. It is possible that the serice may still be starting, but it is taking longer than usual to start up. You should click OK to continue to wait for the serice to start. The Microsoft documentation states that this message may appear, but the serice may actually start eentually. Refer to the following Web site for details on this troubleshooting topic: Trend Tracking Information Cleared when SLM Serer is Stopped The state information used for trend calculation is cleared when the SLM Serer is stopped. To minimize the impact of clearing state information on predicting new trends and canceling existing trends, stop the SLM Serer only when necessary. 58 IBM Tioli Serice Leel Adisor: Troubleshooting

73 SLM Serer Appears Hung During Historical Ealuations When multiple SLAs are submitted that hae start dates in the past, it might appear that the SLM Serer is in a hung state because the SLAs hae not finished processing their historical ealuations, which in some cases can take a significant amount of time. Use the scmd mem skiphistoricslas CLI command to indicate that SLAs that were submitted with a start date in the past but hae not yet been deployed or ealuated should not hae historical ealuations performed, but still be deployed for the next regularly scheduled ealuation. See the Command Reference for more information about this CLI command. Problems Related to Creating Offerings and SLAs This section addresses problems that you might encounter while building offerings and SLAs. Ealuation Frequency Selection List Does Not Include Hourly Interals During offering creation, as you include metrics in your offering, you must specify the frequency at which ealuations will be performed for each metric. You might be expecting to see the selection list for Ealuation Frequency to include interals other than Daily, Weekly, or Monthly. Additional ealuation frequency selections can be enabled by issuing the scmd mem showhourlyfrequencyinterals enable command. See the Command Reference for more information on this CLI command. Ealuation frequency settings of less than Daily should only be enabled and included in an offering if you hae source applications that are writing data to Tioli Data Warehouse more than once per day. You should erify with your database administrator that source applications and their ETLs hae been configured to proide this data more than once per day. No Selectable Resources in Create Offering Window This problem occurs during offering creation, when there are no selectable resources displayed in the Resource Type Tree of the Create Offering Component dialog. This error might be caused by seeral problems: The Registration ETL has not been run at least once prior to creating offerings. The Registration ETL has not run successfully. The Registration ETL has run, but no source applications hae been enabled. The Registration ETL has run with enabled source applications, but the SLM Serer has not yet registered the warehouse data into the DYK_CAT database. To resole this problem, try the following: 1. Verify that the desired source applications whose data is to be managed in the SLM enironment hae been enabled in the SLM Serer (using the scmd etl enable or scmd etl addapplicationdata CLI commands). 2. Examine the DB2 Data Warehouse Center to erify that the DYK_m05_Populate_Registration_Datamart process has executed successfully. If this process failed the last time it was run, try running it again. If it continues Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 59

74 to fail, examine the log files located in the following directories, where <sqllib_dir> is the directory where the DB2 Data Warehouse Center is installed: <sqllib_dir>\logging\dyk_m05_s010_populate_stage_data.log <sqllib_dir>\logging\dyk_m05_s020_populate_reg_datamart.log 3. Make sure that you hae waited at least minutes after the initial run of the Registration ETL, to gie the SLM Serer an opportunity to register the warehouse data for use in building offering components. Setting up for Automatic Notification To set up automatic notification of failures of this or any ETL process, do the following from within the DB2 Data Warehouse Center: 1. Expand the Subject Areas folder to the process that you want to set up for notification. 2. Left-click on the process to select it, then right-click to bring up the context menu and select Notification. 3. Configure the Notification tab by doing the following steps: a. Notify on failure. b. Select one or more Data Warehouse Center users (erify that addresses hae been configured for the selected users). c. Enter mail serer. d. Click Add. e. Click OK. Related Documentation: For information on how to configure and run the registration ETL process, see Getting Started. For information on the CLI commands, see the Command Reference. No Measurement Sources Aailable for the Component Type When creating an offering, a user clicking the Next button on the Select Resource Type dialog of the Create Offering Component wizard might get an error message popup: DYKGU0071E There are no measurement sources aailable for the component type <component type name> This might occur immediately following the IBM Tioli Serice Leel Adisor installation, or after the SLM Database (dyk_cat) has been rebuilt. One possible cause of this error is if a source application was disabled with the scmd etl disable command, but the source application is still shown in bold text in the Select Resources list. If it is selected, you will get this error message. Until the Registration ETL is run again, this application should not be used for any offerings. In this case the information in the remainder of this troubleshooting section does not apply. Another possible cause of this might be that the data from the Tioli Data Warehouse database has not yet been registered with IBM Tioli Serice Leel Adisor. Running the Registration ETL fills in some portions of the SLM Database, but all of the information needed to create an offering is not there until SDC is running and gets a chance to run its own data registration. To further diagnose this problem, do the following steps: 60 IBM Tioli Serice Leel Adisor: Troubleshooting

75 1. Run the following CLI command to determine if Serice Elements exist in the SLM Database: scmd sdc displayactiesericeelements 2. If there is no output from this command, attempt to manually register the warehouse data with the following command: scmd sdc registerwarehousedata 3. Run the following command again and erify that there is output as a result: Scmd sdc displayactiesericeelements 4. If there still are no actie Serice Elements then ensure that the IBM Tioli Serice Leel Adisor Registration ETLs hae been run. 5. If the SLM Serer is not readily aailable, you can also examine a table in the SLM Database to determine if data exists in the SLM Database: a. Set up a DB2 enironment. For Windows systems, select Start > Run and enter db2cmd. For UNIX systems, run the following command, where <DB2_instance_dir> is the DB2 instance directory:. /<db2_instance_dir>/sqllib/db2profile b. Run the following command to reconnect to the SLM Database: db2 connect to dyk_cat user <db2_userid> using <db2_password> c. Run the following command: db2 select * from sc_scope If this table is empty, then this is the reason for the DYKGU0071E message. d. Run the following command to disconnect from the SLM Database: db2 disconnect from dyk_cat Internal Error While Creating Offering, SLA, Customer, or Realm If you attempt to create a customer, realm, offering, or SLA, and you receie an Internal error occurred message, check for a message similar to the following: DB21034E The command was processed as an SQL statement because it was not a alid Command Line Processor command. During SQL processing it returned: SQL0803N One or more alues in the INSERT statement, UPDATE statement, or foreign key update caused by a DELETE statement are not alid because the primary key, unique constraint or unique index identified by "1" constrains table "DB2INST1.REALM" from haing duplicate rows for those columns. SQLSTATE=23505 This message occurs because IBM Tioli Serice Leel Adisor is attempting to create an object with the same ID as an existing object. An internal table called ID_GENERATOR keeps track of objects as they are created. If you restored or imported your database tables but did not include the ID_GENERATOR table, incorrect assigning of IDs to created objects may occur. To preent this problem, include the ID_GENERATOR table when you restore or import your databases. To fix this problem, run the following CLI command: scmd sdc adjustidgenerators This command will adjust the mechanism that IBM Tioli Serice Leel Adisor uses to determine the next ID for each object type. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 61

76 The same trouble shooting can be applied to customers, realms and serice offerings. If the problem persist, contact Tioli Customer Support. See the Command Reference for details on the use of scmd sdc adjustidgenerators. Error Message SQL0911N Receied, Current transaction rolled back because of deadlock or timeout While creating offerings and SLAs you might receie the following error message: SQL0911N The current transaction has been rolled back because of a deadlock or timeout. Reason code "2". SQLSTATE=40001" This problem might occur if certain DB2 configuration settings are not adequate for your enterprise enironment. For details on how to configure DB2 Uniersal Database for this problem, see Configuring DB2 Settings in the Administrator s Guide for IBM Tioli Serice Leel Adisor. Unable to Submit an SLA When submitting an SLA using the SLM Administratie Console, the attempt fails because there are no aailable resources. This problem might be caused by an error that occurred during the registration of warehouse data into the SLM Serer. You can attempt to recoer from this problem by doing the following: 1. Examine the MM.COMPPATH table in DYK_CAT for records. If there are zero records in this table, then either an error occurred or there were no records to be built. 2. To see if an error occurred, examine the ffdc logs of the SLMSerer. If an error did occur while building the component paths, correct any database or connectiity issues that might hae caused the error and then reissue the scmd sdc registerwarehousedata command. If the error continues to be logged, contact Tioli Customer Support. 3. If there are no errors in the ffdc logs for the SLM Serer, then issue the following query from a DB2 command line against the DYK_CAT database: SELECT COUNT(*) FROM MM.COMP WHERE COMPTYP_CD IN (SELECT DISTINCT COMPTYP_CD FROM MM.MSMTRUL) If this query returns the alue 0, then there are no component resource records in the SLM Measurement Dat a Mart for warehouse source applications that hae been enabled in IBM Tioli Serice Leel Adisor. If there are no component resource records in the SLM Measurement Data Mart, erify the following: Source applications to be used with IBM Tioli Serice Leel Adisor hae been enabled (see chapter 5 of Getting Started for information on enabling source applications, and see the Command Reference for information on the scmd etl enable command) The Registration ETL has been run successfully the SLM Serer has had a chance to process the registration data (you can also issue the scmd sdc registerwarehousedata command to begin processing the registration data immediately). If the aboe suggestions hae been attempted but the problem is still not resoled, then the central data warehouse needs to be examined to erify that the source applications hae successfully populated the database with the necessary data. The amount of time that the SLM Serer needs to process and build the component information in the SLM Database depends on the number of records 62 IBM Tioli Serice Leel Adisor: Troubleshooting

77 certain internal tables, and the applications that hae been enabled in IBM Tioli Serice Leel Adisor. Only the component information for enabled applications are built. To determine when the building of this component information starts and ends, and the number of component paths built, examine the SLM Serer message log (the file name is msgtslax.log) for messages DYKET2501I and DYKET2502I. These messages will be displayed similar to the following: :19: myhost.raleigh.ibm.com DYKET2501I Starting the component path table build process :19: myhost.raleigh.ibm.com DYKET2502I Completed the component path table build process. Total component path resources processed: 28 Multihomed Host A multihomed host is one that is connected to two or more networks, or that has two or more network addresses. For example, a network serer might be connected to a serial line and a LAN, or to multiple LANs. If your SLM Serer is a multihomed host and you receie error message DYKGU0087E while attempting to submit an SLA, then the wrong IP address of the SLM Serer might be in use during remote communication from the SLM Administration Serer. Check the log on the SLM Administration Serer machine and look for the nested errors within the DYKGU0087E message. If the errors indicate a connection refused or an inability to reach the host, then check the IP address in the referenced message. If the IP address referenced in the message is not accessible to the SLM Administration Serer then perform the following steps: For Windows systems, do the following steps: 1. Select Start > Run, and enter regedit. 2. Naigate to My Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet \Serices\tslm\Parameters. 3. Create a new String alue named jmoption6. 4. Modify the alue data to be the following, where <Fully_Qualified_SLM_Serer_Hostname> is the fully qualified hostname of the SLM Serer that is accessible by the SLM Administration Serer: Djaa.rmi.serer.hostname=<Fully_Qualified_SLM_Serer_Hostname> 5. Restart the SLM Serer. For UNIX systems, do the following: 1. Edit the file <TSLM>/serice_util/slm_start.sh. 2. Add the following to the JVMARGS enironment ariable, where <Fully_Qualified_SLM_Serer_Hostname> is the fully qualified hostname of the SLM Serer that is accessible by the SLM Administration Serer: Djaa.rmi.serer.hostname=<Fully_Qualified_SLM_Serer_Hostname> 3. Restart the SLM Serer. Problems Related to Eent Escalation This section addresses problems you might encounter during eent escalation and notification actiities. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 63

78 Message Logged: DYKME9071I: Violation Detected but not Published You might receie a message in the log similar to the following, which is generated when a iolation is detected against an SLA that was submitted after the start time of the current ealuation period: DYKME9071I A iolation for the metric <metric name> of the resource <resource name> of the SLA <SLA ID> was detected but not published neither escalated because the Ealuation Period start time <eal start time> was preious to the time the SLA was submitted <SLA submit time>. This function is performing as designed. Refer to Managing Serice Leel Agreements for an explanation and example of this occurrence, and for related information on submitting SLAs and performing ealuations. Problems with Message Content If you choose to use as the notification method for IBM Tioli Serice Leel Adisor eent escalation and notification, you should test to determine if the substitution ariables included in the message text are working correctly. This is particularly important in enironments using languages other than English. The procedures below are performed by using the IBM Tioli Serice Leel Adisor command line interface (CLI) commands. Substitution Variable Test Procedure To test the substitution ariables in notification messages, do the following: 1. Determine if notification is enabled and if the recipients and SMTP serer hae been defined by using the following command: scmd escalate iew If is not enabled, or the recipients and SMTP serer hae not been defined, use the following command to proide this information: scmd escalate enable -to < addresses> [-cc < addresses>] -smtp <SMTP serer> Example: scmd escalate enable -to myname@mycompany.com -smtp mailserer.mycompany.com 2. Test the mechanism by issuing the following command: scmd escalate test This will send the following four sample s to the address defined aboe: SLO iolation SLO trend SLO trend cancelled Application Problem 3. Verify the results of the test from the inbox of the destination user. Examine the three sample types that hae substitution ariables defined in them (SLO iolation, SLO trend, and SLO trend cancelled). A substitution ariable is a character string that begins with a dollar sign ($). When working correctly, each substitution ariable should be replaced by sample text. If any of the sample s still contain substitution ariables, perform the correctie procedure below. 64 IBM Tioli Serice Leel Adisor: Troubleshooting

79 Correcting Substitution Variable Problems To correct problems that may arise with substitution ariables, do the following: 1. Determine if an message has been defined for each type of message (SLO iolation, SLO trend, SLO trend cancelled, and Application Problem) by using the following command: scmd escalate iew If any of the messages display as all blanks, then set that message type to default by issuing the following command one or more times, where <eent_type> is set to iolation, trend, or cancelled: scmd escalate customize -eent <eent_type> -content default 2. Determine the aailable substitution ariables by issuing the following command: scmd escalate help Within the resulting display, the allowable substitution ariables are displayed in the language for your installation. For example, the English language ariables are: $MetricName $CustomerName $CustomerOrderId $ComponentName $SericeOfferingName $RealmName $ScheduleState $TrendProjectedDetail $ViolationDetail Notes: a. If the displayed results of the command are different than the list aboe, use the scmd results. These substitution ariables will be different depending on the language being used. b. $TrendProjectedDetail may only be used in SLO trend messages. c. $ViolationDetail may only be used in SLO iolation messages. 3. Display all the current message templates that may contain substitution ariables (SLO iolation, SLO trend, and SLO trend cancelled) by using the following command: scmd escalate iew Examine the messages displayed. Identify substitution ariables in the that are not correct because they do not match the allowable list displayed in step 2. For each type of message that needs to be corrected set the message correctly, with the correct substitution ariables by using the customize command. While doing this, you may further customize the message wording, but you must only use substitution ariables from the allowable list displayed in step 2. For example, for iolation messages, use the following command: scmd escalate customize -eent iolation -content <content> Replace <content> with the message that you want to see, enclosed in double quotes, and including appropriate substitution ariables. Note: To display the syntax of the command, issue command: scmd escalate customize help 4. After making changes, test the messages again. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 65

80 Corrupted Characters in Receied If you receie notifications and notice that some characters appear to be corrupted, erify that your system is configured to handle the UTF-8 character set. You might need to consult your system administrator for assistance. Tioli Enterprise Console Eent Serer Communication Problems If there are problems communicating with the Tioli Enterprise Console Serer, the eent will be cached and retried hourly until successfully receied at the serer. You can use the scmd escalate flush command to manually send the cached eents to the serer. See the Command Reference for details. Error While Forwarding Tioli Enterprise Console Eent You may be haing problems forwarding Tioli Enterprise Console eents to the Tioli Enterprise Console Serer if you receie either of the following error messages: DYKSL1102E Error occurred while forwarding the Tioli Enterprise Console eent to the Tioli Enterprise Console Serer. This message means that IBM Tioli Serice Leel Adisor could not forward a Tioli Enterprise Console Eent to the Tioli Enterprise Console Serer. DYKSL1104E Unable to send the eent to The Tioli Enterprise Console Serer. The eent is cached. This message means IBM Tioli Serice Leel Adisor could not forward a Tioli Enterprise Console Eent to the Tioli Enterprise Console Serer, and the Tioli Enterprise Console eent will be stored locally. It will retry sending the eent on an hourly basis. One of seeral things might be causing this problem: The Tioli Enterprise Console Serer might be down A network connection may not exist Your escalation may not be configured correctly The SLM.baroc may not be properly imported in the Tioli Enterprise Console Serer. To further diagnose and resole this problem, try the following: 1. Test your Tioli Enterprise Console escalation configuration with the CLI command scmd escalate test. If you receie the DYKSL1102E error proceed to step 2. Otherwise, proceed to step Verify your Tioli Enterprise ConsoleC Serer is running. 3. If the Tioli Enterprise Console serer is running, erify that the SLM.baroc file was imported successfully into the Tioli Enterprise Console Serer. 4. Verify your escalation configuration by doing the following: a. Use the scmd escalate iew command to erify your Tioli Enterprise Console serer is configured correctly. b. Use the Tioli Enterprise Console serer address returned from step 2 to ping the Tioli Enterprise Console serer. If the serer does not send a reply, a network connection cannot currently be made. Verify the serer name is correct. If it is correct, the serer cannot be reached due to network problems. If the serer name is incorrect use the scmd escalate enable tec command to modify the Tioli Enterprise Console serer name. 66 IBM Tioli Serice Leel Adisor: Troubleshooting

81 c. Verify the Tioli Enterprise Console port returned from step 2 is the correct port your Tioli Enterprise Console serer is listening on. If the port is incorrect, use the scmd escalate enable tec command to modify the Tioli Enterprise Console port number. 5. Once the Tioli Enterprise Console serer can be reached, you can issue the scmd escalate checkcache command to determine if any Tioli Enterprise Console eents are currently stored locally. If locally stored Tioli Enterprise Console eents exist, the SLM Serer will attempt to send the eents again to the Tioli Enterprise Console serer on an hourly basis. To attempt sending the Tioli Enterprise Console eents immediately, run the scmd escalate flush command. Verify that the Tioli Enterprise Console eents were flushed by using the scmd escalate checkcache command. If no results are returned, the retry was successful. Related Documentation: See the Command Reference for instructions on using the scmd escalate. See also Getting Started, chapter 5, Additional Installation Tasks. Resoling Additional Tioli Enterprise Console Eent Forwarding Problems in Non-English Locales If, after examining and resoling any Tioli Enterprise Console Serer configuration or aailability problems (see the preious topic, Error While Forwarding Tioli Enterprise Console Eent on page 66), you continue to receie error messages DYKSL1102E and DYKSL1002E when the next eent is forwarded, and you are running in a non-english locale, you may hae a corrupted Tioli Enterprise Console eent cache file and will need to apply APAR IY32860 to recoer. To correct this problem, do the following steps: 1. Obtain the APAR IY Stop the SLM Serer: For Windows systems, from a command prompt, issue the command: net stop tslm For UNIX systems, naigate to <SLM_Serer_Install_Dir>/bin and run the following script:./slm_serice_stop.sh 3. Delete the corrupted cache file, located at <SLM_Install_Dir>/tecCache/cache. 4. Follow the instructions in the APAR to copy the eif.jar file to the IBM Tioli Serice Leel Adisor jar directory, replacing the existing file, <SLM_Install_Dir>/jars/eif.jar. 5. Restart the SLM Serer: For Windows systems, from a command prompt, issue the command: net start tslm For UNIX systems, naigate to <SLM_Serer_Install_Dir>/bin and run the following script:./slm_serice_start.sh Refer to Getting Started for more information on starting the SLM Serer. SNMP Trap Notification Problems SNMP traps are sent using the connectionless protocol, UDP. Thus there is no way to determine if a trap actually makes it to its destination. The only error that can Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 67

82 be generated is if the SNMP API is unable to open a socket on the local host, otherwise it is assumed that the SNMP trap was sent successfully. Test the CLI to erify that there is connectiity between IBM Tioli Serice Leel Adisor and the trap daemon. The test traps are not stored in the SLM Database. Information in the SNMP Eent is not Translated The trap script files found in the <TSLA_Base_Dir>/escalate/ directory are only for use in English with NetView systems. The scripts are proided as an example of how traps that are sent by IBM Tioli Serice Leel Adisor can be formatted for reception on Netiew running on UNIX or Windows systems. If the system on which you are receiing trap information is not Netiew using the English language, then you must customize the scripts to match your enironment. SNMP Traps Not Sent from Linux SLM Serer If you hae a Linux SLM Serer sending SNMP traps to Netiew 7.1 (English ersion) or Netiew (Japanese ersion), trapd.exe might become out of control and CPU usage might climb to 100%. If this occurs, SNMP packets from the Linux SLM Serer are not displayed on NetView Eent Browser. During this unstable status, NetView is unable to receie SNMP packets from SLM Serers on other platforms. If you restart the NetView serice, trapd.exe returns to normal and can receie SNMP packets from SLM Serers on platforms other than Linux. But if NetView receies SNMP packets from the Linux SLM Serer again, trapd.exe again becomes out of control and fails to receie SNMP packets. This problem has not been seen when these SNMP traps are sent to Netiew (English), or if the SLM Serer is running on Windows or AIX platforms. You should examine trace and log files to look for any unexpected behaior from IBM Tioli Serice Leel Adisor, and erify that SNMP traps are being properly sent by the SLM Serer. If the problem persists, you should upgrade your Netiew installation to ersion Problems Related to SLM Reports This section addresses problems you might encounter while working with SLM Reports. Sign-in to SLM Reports Unsuccessful If you attempt to sign in to SLM Reports by opening your Web browser and pointing to the SLM Reports Console, you might not be able to sign in successfully if you hae session cookies disabled in your Web browser. Note: You must hae your Web browser configured to enable session cookies to successfully log on to SLM Reports. To erify this, do the following: For Netscape, select Edit > Preferences..., then click Adanced and erify that the Disable cookies radio button is not selected. For Internet Explorer, select Tools > Internet Options..., then select the Priacy tab, click Adanced, and erify that cookies are not blocked. 68 IBM Tioli Serice Leel Adisor: Troubleshooting

83 If you attempt to sign on to SLM Reports with a user name and password but the sign on attempt fails, see your SLM Administrator to establish user names and passwords or to change your iew authorization. If you are using a directory serice such as Lightweight Directory Access Protocol (LDAP) which ignores case, and the scmd report listuser command displays users with uppercase characters in their names, you must delete them using the scmd report deleteuser CLI command and recreate them in all lowercase characters using the scmd report adduser CLI command. Error Message DYKRP0070E, Page Not Found Because you can customize which report page is displayed for each user, it is possible that a user might be directed to the wrong page or to a page that does not exist. If you receie message DYKRP0070E, you should report this error to your SLM Administrator. After receiing this error your session will remain actie, but it will be unusable. You should close this browser window. After your SLM Administrator corrects the problem, you can open another browser window and sign on again. Your SLM Administrator can help determine which report page your user name is directed to by default after you sign on to the SLM Reports Console. You can iew which report page your user name is directed to by issuing the scmd report listuser CLI command and erifying that the alue specified for the -page option is correct. If not, your SLM Administrator can issue the scmd report changeuser command to specify the correct report page. See the Command Reference for more information on these commands, and see the Administrator s Guide for more information about creating and managing user names for accessing SLM reports. Understanding Trend Lines on Graphs On graphical displays, a linear trend line is displayed to reflect trends that are projected using the linear trending algorithm proided by IBM Tioli Serice Leel Adisor. When iewing graphs and examining this trend line, keep in mind the following behaiors of the trend line as it is displayed on the graphs: At certain times of the analysis, the linear trend line might appear to discard data points, as shown in Figure 1 on page 70. Although it might appear that the trend line does not include these data points, all data is taken into consideration for trend analysis. Due to factors of scale, the trend lines cannot always be accurately displayed when significant changes in scale of the data points are shown. This is similar to the problem of displaying the actual data points themseles, in trying to display ery small alues along with ery large alues on the same graph. This is a normal function of producing these graphical displays. The trend analyzer is using all of the data points for trend analysis, and is functioning properly. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 69

84 Figure 1. All data points are considered in trend line calculations, een if the resulting display does not appear so. At other times of analysis the linear trend line appears to represent all of the data points on the graph. After an ealuation, the trend line is drawn against only the latest datapoint, when there is a set of data points on the graph. This results from the trend analysis system correcting itself, as it has determined that the current actual data point alue has proen the preious trend line to be inaccurate. Because there is eidence to support the inaccuracy, the trend analysis system will no longer take adantage of the historical datapoints, and it begins its analysis again based on the new data point. The trend line displayed on the graph only shows one data point, signifying that the trend analysis system is beginning with a new set of data. This is a proper function of the trend line analysis function. Graph Not Displayed on UNIX If you click on the results link to display a graph in SLM Reports, and no graph is displayed, or if you do not see the business leel summary charts displayed at the top of your high leel reports, you might need to change your DISPLAY enironment settings if your WebSphere Application Serer is on a UNIX machine. The DISPLAY enironment ariable must be set to specify where graphics for a particular machine should be displayed. You can check for the DISPLAY enironment ariable setting by issuing the following command: echo $DISPLAY This command should return the host name information for the target machine where WebSphere Application Serer is running, such as tslaserer.raleigh.ibm.com:0.0. After configuring the DISPLAY enironment ariable, you should erify the setting to make sure the ariable points to a alid location. You might, for example, start xclock and erify that it displays correctly on the target machine. Be sure to stop WebSphere Application Serer, source the db2profile, and start WebSphere Application Serer again. 70 IBM Tioli Serice Leel Adisor: Troubleshooting

85 Fonts on Graphs Not Properly Displayed On all UNIX enironments, if you log into a UTF-8 enironment and start IBM WebSphere Application Serer, the fonts on the graphs in SLM Reports should be properly displayed. On other platforms, if fonts are not properly displayed, you might need to install the IBM Times New Roman worldtype TrueType font. See the section titled, Viewing SLM Reports in Double Byte Character Languages in Getting Started for more information on installing the Worldtype font. No Results in Reports when Performing Hourly Ealuations If you enabled IBM Tioli Serice Leel Adisor to perform ealuations more often than once per day, using the optional hourly ealuation frequency settings during offering creation (see Managing SLAs for more information), but you are not seeing hourly results in your reports, erify the following: You must hae at least one source application that is writing data to Tioli Data Warehouse more than once per day. Most ETLs are configured to write data only once per day, or combine multiple data points into a single data point that is written daily to Tioli Data Warehouse. Consult with your source application administrators to erify that the source application and the associated ETL is properly configured and scheduled to write measurement data at the desired frequency. The Registration and Process ETLs for IBM Tioli Serice Leel Adisor must also be scheduled to obtain data from Tioli Data Warehouse on the desired hourly frequency, to perform ealuations when planned. Care must be taken to allow enough time for all data to be processed between interals before the ETL runs again. The schedule relationship between the source and target ETLs must also be carefully coordinated to be sure that all data is written to Tioli Data Warehouse by the source ETLs before the Registration and Process target ETLs are run. Handling Data Points That Are Not Valid If you are receiing many messages that indicate inalidated data points, such as negatie or null alues, it is likely that the source ETL that is putting this data into Tioli Data Warehouse has not been written to consider the alid data that IBM Tioli Serice Leel Adisor metric ealuators support. If you write a custom ETL and followthe Tioli Data Warehouse enablement rules for creating data points, you can still create data points that are not supported by IBM Tioli Serice Leel Adisor and are considered to be not alid. Refer to the Appendix titled, Validating Data Points Using Metric Ealuators in Managing Serice Leel Agreements that identifies the metric ealuators used by IBM Tioli Serice Leel Adisor and defines how data is considered to be alid or not alid. Consult your source application administrator and ETL deeloper to resole any issues with unsupported data. SLM Reports Not Displayed in the Correct Time Zone When a reports user is defined and a time zone is specified that is not aailable on the SLM Reports serer, the dates that are displayed in reports for that user are in GMT time instead of the requested time zone. In addition, at the top of the reports window the requested time zone key is displayed instead of the time zone name. For example, Timezone: America/New_York is displayed (note the underscore character (_) is included in the time zone key) instead of Timezone: America/New York. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 71

86 To correct this problem, complete the following steps: 1. Signoff the reports user. 2. Determine the time zone names that are aailable on the SLM Reports serer by opening a Web browser and naigating to the following Web site, where <report_serer> is the fully qualified machine name where SLM Reports is installed, and <port> is the HTTP port number used by WebSphere Application Serer: 3. Issue the following command to display time zones aailable on the SLM Serer: scmd report displaytimezones This command is described in the Command Reference. 4. Use the scmd report changeuser command to specify the time zone for the reports user <name> using the time zone index number (n) for a time zone that is aailable on the SLM Reports serer: scmd report changeuser -name <name> -timezone n For this user, the specified time zone name should be displayed at the top of reports Web pages, and dates should be correctly displayed in that time zone. Problems Related to Backup and Restore This section addresses problems you might encounter while performing backup and restore operations. No Backup in UNIX Destination Directory If you are performing a backup to a destination directory on a UNIX machine, and it appears that the backup completed successfully but your destination directory is empty, erify that the directory is write-enabled to allow data to be written to the directory. If necessary, issue the following command: chmod 777 <directory> Receiing SQL1116N When Attempting to Connect to SLM Databases This error indicates that your database is in backup pending state and requires a backup to be taken before any applications may connect to the database. The SLM database is in this state because a major configuration change or eent has occurred to the database, such as enabling roll-forward logging. To backup the database, follow the procedures outlined in the Administrator s Guide for backing up the SLM Database. Note: Before backing up any databases, consult with your database administrator. Incorrectly backing up the database could leae your enironment in an undesirable state. For more information on DB2 backup procedures, consult see the IBM DB2 Uniersal Database Data Recoery and High Aailability Guide and Reference, Version 7. Receiing SQL1117N When Attempting to Connect to SLM Databases This error indicates that your database is in a roll forward pending state and requires the database be rolled forward before any applications can connect to the database. The SLM Database is in this state because either a recoer database command was 72 IBM Tioli Serice Leel Adisor: Troubleshooting

87 issued or a major database system eent has occurred where the DB2 system put the database into a roll forward pending state. Note: Rolling forward a database could leae the SLM database in an undesirable state and should only be performed by a database administrator. For more information on rolling forward a database, refer to IBM DB2 Uniersal Database Data Recoery and High Aailability Guide and Reference, Version 7. Configuring the CLI Serice and Utilities There are seeral administratie tasks that you can perform to configure IBM Tioli Serice Leel Adisor CLIs and utilities that are executed outside of the CLI Serice. Support for the CLI Serice includes the ability to reset the CLI password and modifying the port on which the CLIs listen. Support for remote communication includes updating the communication port on the IBM Tioli Serice Leel Adisor serer and updating the same port and the IBM Tioli Serice Leel Adisor hostname in the SLM Administration Serer. Before running an scmd or utility command, run the slmen command to initialize the command enironment. See the Command Reference for details on the use of slmen. Resetting the CLI Serice Password If the password for accessing the CLI serice has been corrupted or forgotten or is otherwise unknown, you can reset it to a known alue using the cliutil.bat command (or cliutil script on UNIX systems) located in the <Install_Dir>\bin directory (where <Install_Dir> is the directory in which IBM Tioli Serice Leel Adisor was installed). Issue the following command to reset the password: cliutil resetpassword This command resets the password to the alue: password. You should then use the normal CLI command scmd setpassword to change the password to a less triial alue. See the Command Reference for details on changing the password for the CLI serice. Modifying the CLI Port You can also use the cliutil.bat command (or cliutil script on UNIX systems) to display the current port number for the CLI serice or to modify it to a new port number in case of port conflicts. To display the current port number, issue the following command: cliutil getport This command lists the current port for the CLI serice. You can modify the CLI serice port by issuing the following command: cliutil setport <port> This command sets the current port to the alue specified by <port>. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 73

88 Updating the Communication Port Updating the communication port must take place on all machines where the SLM Serer, SLM Administration Serer, and SLM Reports are installed, or communication will not be possible. Updating the SLM Serer Port To display the communication port on the IBM Tioli Serice Leel Adisor Serer machine, issue the following CLI command: scmd rcc getport To modify the communication port on the IBM Tioli Serice Leel Adisor Serer machine, issue the following command: scmd rcc setport <port> This command sets the current port to the alue specified by <port>. Updating the SLM Administration Serer Port and SLM Reports Port To modify the communication port on the SLM Administration Serer and SLM Reports serer machines, do the following: 1. Start a command prompt and execute slmen to setup the command enironment 2. Naigate to <SLM_Install_Dir>/psbin, where <SLM_Install_Dir> is the directory where IBM Tioli Serice Leel Adisor is installed 3. Issue the following command, where <fully_qualified_hostname> is the fully qualified hostname of the SLM Serer machine and <port> is the desired port number: rcomutil <fully_qualified_hostname> <port> This command sets the current port to the alue specified by <port>. Note: If the SLM Reports and SLM Administration Serer are installed on different machines, the command must be executed on both machines. Problems Related to Commands and Utilities This section addresses problems you might encounter while executing CLI commands and utilities. SBCS Characters Get Corrupted in Command Line Note: This applies to the following languages: French, Italian, German, Spanish, and Brazilian Portuguese. When you issue IBM Tioli Serice Leel Adisor commands in a Windows command line interface (CLI) for the French, Italian, German, Spanish, and Brazilian Portuguese single-byte character sets (SBCS), some characters in returned messages fail to display properly. To display the characters correctly in a command line interface for those languages, do the following: 1. Open a Windows command prompt window. 74 IBM Tioli Serice Leel Adisor: Troubleshooting

89 2. At the prompt, enter chcp to check the code cpage currently used by the SBCS command prompt window. 3. If the system displays the message, Actie code page: 850, enter chcp 1252 to change the code page to Right-click the window title bar and select Properties to open the Command Prompt Properties window. 5. Select the Font tab and set the font to Lucida Console. 6. Edit the slmen.bat file located in the root installation directory of IBM Tioli Serice Leel Adisor and modify the line REM set TSLA_CMD_ENC=### by remoing the word REM and replacing ### with the codepage obtained in step 2. The line should look like the following after the edits hae been performed: set TSLA_CMD_ENC=850 Note: This step only needs to be performed one time and can be skipped when setting up subsequent command windows. 7. In this same command prompt, setup the command line enironment by executing the slmen.bat command, located in the root installation directory of IBM Tioli Serice Leel Adisor 8. In this same command prompt window, enter the CLI command that you want to use. The characters of the fie SBCSs are displayed properly in the IBM Tioli Serice Leel Adisor command line interface. Chapter 3. Troubleshooting IBM Tioli Serice Leel Adisor 75

90 76 IBM Tioli Serice Leel Adisor: Troubleshooting

91 Appendix. Notices This information was deeloped for products and serices offered in the U.S.A. IBM may not offer the products, serices, or features discussed in this document in other countries. Consult your local IBM representatie for information on the products and serices currently aailable in your area. Any reference to an IBM product, program, or serice is not intended to state or imply that only that IBM product, program, or serice may be used. Any functionally equialent product, program, or serice that does not infringe any IBM intellectual property right may be used instead. Howeer, it is the user s responsibility to ealuate and erify the operation of any non-ibm product, program, or serice. IBM may hae patents or pending patent applications coering subject matter described in this document. The furnishing of this document does not gie you any license to these patents.you can send license inquiries, in writing, to: IBM Director of Licensing IBM Corporation North Castle Drie Armonk, NY U.S.A. For license inquiries regarding double-byte (DBCS) information, contact the IBM Intellectual Property Department in your country or send inquiries, in writing, to: IBM World Trade Asia Corporation Licensing 2-31 Roppongi 3-chome, Minato-ku Tokyo 106, Japan The following paragraph does not apply to the United Kingdom or any other country where such proisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement might not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. Any references in this information to non-ibm Web sites are proided for conenience only and do not in any manner sere as an endorsement of those Web sites. The materials at those Web sites are not part of the materials for this IBM product and use of those Web sites is at your own risk. Copyright IBM Corp. 2002,

92 IBM may use or distribute any of the information you supply in any way it beliees appropriate without incurring any obligation to you. Licensees of this program who wish to hae information about it for the purpose of enabling: (i) the exchange of information between independently created programs and other programs (including this one) and (I) the mutual use of the information which has been exchanged, should contact: IBM Corporation 2Z4A/ Burnet Road Austin, TX U.S.A. Such information may be aailable, subject to appropriate terms and conditions, including in some cases payment of a fee. The licensed program described in this document and all licensed material aailable for it are proided by IBM under terms of the IBM Customer Agreement, IBM International Program License Agreement or any equialent agreement between us. Any performance data contained herein was determined in a controlled enironment. Therefore, the results obtained in other operating enironments may ary significantly. Some measurements may hae been made on deelopment-leel systems and there is no guarantee that these measurements will be the same on generally aailable systems. Furthermore, some measurement may hae been estimated through extrapolation. Actual results may ary. Users of this document should erify the applicable data for their specific enironment. Information concerning non-ibm products was obtained from the suppliers of those products, their published announcements or other publicly aailable sources. IBM has not tested those products and cannot confirm the accuracy of performance, compatibility or any other claims related to non-ibm products. Questions on the capabilities of non-ibm products should be addressed to the suppliers of those products. All statements regarding IBM s future direction or intent are subject to change or withdrawal without notice, and represent goals and objecties only. This information contains examples of data and reports used in daily business operations. To illustrate them as completely as possible, the examples include the names of indiiduals, companies, brands, and products. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental. COPYRIGHT LICENSE: This information contains sample application programs in source language, which illustrate programming techniques on arious operating platforms. You may copy, modify, and distribute these sample programs in any form without payment to IBM, for the purposes of deeloping, using, marketing or distributing application programs conforming to the application programming interface for the operating platform for which the sample programs are written. These examples hae not been thoroughly tested under all conditions. IBM, therefore, cannot guarantee or imply reliability, sericeability, or function of these programs. 78 IBM Tioli Serice Leel Adisor: Troubleshooting

93 Trademarks IBM, the IBM logo, Lotus, Rational, Tioli, the Tioli logo, WebSphere, AIX, DB2, DB2 Uniersal Database, eserer, iseries, NetView, Passport Adantage, pseries, Redbooks, Tioli Enterprise, Tioli Enterprise Console, and z/os are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Microsoft, Windows, Windows NT, and the Windows logo are registered trademarks of Microsoft Corporation in the United States, other countries, or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Jaa and all Jaa-based trademarks and logos are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Linux is a trademark of Linus Toralds in the United States, other countries, or both. Other company, product, or serice names may be trademarks or serice marks of others. Appendix. Notices 79