Problem Determination Guide

Transcription

1 IBM Tioli Monitoring for Business Integration Problem Determination Guide SC

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3 IBM Tioli Monitoring for Business Integration Problem Determination Guide SC

4 Note Before using this information and the product it supports, read the information in Notices on page 247. First Edition (Noember 2003) This edition applies to Version of IBM Tioli Monitoring for Business Integration: WebSphere MQ and IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer and to all subsequent releases and modifications until otherwise indicated in new editions. This edition applies to Version of IBM Tioli Monitoring for Business Integration: WebSphere MQ and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright International Business Machines Corporation All rights resered. US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents Tables About this guide ii Who should read this guide ii Publications ii IBM Tioli Monitoring for Business Integration library ii Prerequisite publications ix Related publications ix Accessing publications online ix Ordering publications x Accessibility x Contacting software support x Conentions used in this guide xi Typeface conentions xi Operating system-dependent ariables and paths xi Tioli command syntax xii Chapter 1. Introduction to problem determination Product oeriew Built-in problem determination features Problem classification Chapter 2. Installation problem determination Common installation problems and workarounds..3 Proxy-mode z/os-specific installation and configuration problems Resoling installer problems Testing endpoint connectiity Chapter 3. IBM Tioli Monitoring for Business Integration: WebSphere MQ troubleshooting General problems Message Manager problems Proxy mode z/os endpoint problems Resource model problems Tasks problems Tioli Enterprise Console problems Tioli Inentory problems Upgrade problems Workflow problems Chapter 4. IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator troubleshooting General problems Performance database serer (PerfDB) problems.. 21 Resource model problems Task problems Tioli Enterprise Console problems Upgrade problems Proxy-mode z/os problems Chapter 5. IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer troubleshooting.. 29 Chapter 6. Tioli Business Systems Manager integration troubleshooting.. 31 Chapter 7. Debugging information Gathering trace information for IBM Software Support Object trace information Gateway and endpoint trace information...38 Adapter trace information Trace files Viewing trace files IBM Tioli Monitoring for Business Integration installer trace files IBM Tioli Monitoring for Business Integration: WebSphere MQ trace files IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator trace files IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer trace files...49 Chapter 8. Understanding informational, warning, and error messages Message format Component messages Installer messages IBM Tioli Monitoring for Business Integration: WebSphere MQ messages IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator messages IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer messages Notices Trademarks Index iii

6 i IBM Tioli Monitoring for Business Integration: Problem Determination Guide

7 Tables 1. Common installation problems and workarounds Proxy-mode z/os-specific installation and configuration problems Status icons and options for the Step List panel of the installer IBM Tioli Monitoring for Business Integration: WebSphere MQ general problems and workarounds Message Manager problems and workarounds Proxy mode z/os endpoint problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ resource model problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ Tioli Enterprise Console problems and workarounds Tioli Inentory problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ upgrade problems and workarounds Workflow problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator general problems and workarounds Performance database serer (PerfDB) problems IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator resource model problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator task problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator Tioli Enterprise Console problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator upgrade problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator z/os problems and workarounds IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer problems and workarounds Tioli Business Systems Manager integration problems and workarounds Installer trace files and descriptions IBM Tioli Monitoring for Business Integration: WebSphere MQ trace file naming conentions IBM Tioli Monitoring for Business Integration: WebSphere MQ trace files that do not follow trace file naming conentions IBM Tioli Monitoring for Business Integration: WebSphere MQ proxy mode z/os trace files Workflow trace files and default logging settings IBM Tioli Monitoring for Business Integration: WebSphere MQ tasks and their corresponding trace files IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator resource model trace files MQSI eent adapters and their corresponding trace files Miscellaneous IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator trace files IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer task trace files IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer data proider trace files IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer miscellaneous trace files

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9 About this guide Who should read this guide Publications The IBM Tioli Monitoring for Business Integration Problem Determination Guide proides information about problems that might occur with each of the IBM Tioli Monitoring for Business Integration components: IBM Tioli Monitoring for Business Integration: WebSphere MQ IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer This guide is for system administrators who monitor and manage WebSphere MQ, WebSphere MQ Workflow, WebSphere MQ Integrator, and WebSphere InterChange Serer resources. Readers should be familiar with the following topics: Viewing and working with trace log files Tioli management software UNIX operating systems Windows operating systems z/os operating systems IBM WebSphere MQ IBM WebSphere MQ Workflow IBM WebSphere MQ Integrator IBM WebSphere InterChange Serer Tioli Enterprise Data Warehouse IBM Tioli Enterprise Console IBM Tioli Business Systems Manager (optional) This section lists publications in the IBM Tioli Monitoring for Business Integration library and related documents. It also describes how to access Tioli publications online and how to order Tioli publications. IBM Tioli Monitoring for Business Integration library The following documents are aailable in the IBM Tioli Monitoring for Business Integration library: IBM Tioli Monitoring for Business Integration IBM Tioli Monitoring for Business Integration: Readme FIrst, SC Proides information on where to find all of the IBM Tioli Monitoring for Business Integration documentation, including the titles and locations of all documentation. IBM Tioli Monitoring for Business Integration Installation and Setup Guide, SC ii

10 Proides information about installing each of the IBM Tioli Monitoring for Business Integration components. IBM Tioli Monitoring for Business Integration User s Guide, SC Proides information about how to use each IBM Tioli Monitoring for Business Integration component to manage resources. IBM Tioli Monitoring for Business Integration: WebSphere MQ IBM Tioli Monitoring for Business Integration: WebSphere MQ Reference Guide, SC Proides information about the tasks and resource models that IBM Tioli Monitoring for Business Integration: WebSphere MQ proides. IBM Tioli Monitoring for Business Integration: WebSphere MQ Warehouse Enablement Pack Implementation Guide, SC Proides information that helps users deploy and use Tioli Enterprise Data Warehouse with IBM Tioli Monitoring for Business Integration: WebSphere MQ. IBM Tioli Monitoring for Business Integration: WebSphere MQ Workflow Warehouse Enablement Pack Implementation Guide, SC Proides information that helps users deploy and use Tioli Enterprise Data Warehouse with the Workflow function in IBM Tioli Monitoring for Business Integration: WebSphere MQ. Program Directory for IBM Tioli Monitoring for Business Integration: WebSphere MQ for z/os, GI Proides information about installing IBM Tioli Monitoring for Business Integration: WebSphere MQ for z/os systems in proxy mode or natie mode. IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator Reference Guide, SC Proides information about the resource models, tasks, and commands that IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator proides. IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator Warehouse Enablement Pack Implementation Guide, SC Proides information that helps users deploy and use Tioli Enterprise Data Warehouse with IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator. Program Directory for IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator for z/os, GI Proides information about installing IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator for z/os. IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer IBM Tioli Monitoring for Business Integration: WebSphere Interchange Serer Reference Guide, SC Proides information about the tasks and resource models that IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer proides. IBM Tioli Monitoring for Business Integration: WebSphere Interchange Serer Warehouse Enablement Pack Implementation Guide, SC Proides information that helps users deploy and use Tioli Enterprise Data Warehouse with IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer. iii IBM Tioli Monitoring for Business Integration: Problem Determination Guide

11 Prerequisite publications To use the information in this guide effectiely, you must hae some prerequisite knowledge, which you can get from the following guides: IBM Tioli Monitoring User s Guide, SC Proides an oeriew of IBM Tioli Monitoring, especially of resource models. It also describes how to use the user interface. IBM Tioli Monitoring Resource Model Builder User s Guide, Version 1.1.0, SC Describes using the IBM Tioli Monitoring Resource Model Builder to create and customize resource models. Related publications The following documents also proide useful information: Tioli Software Installation Serice User s Guide Tioli Inentory User s Guide Tioli Management Framework User s Guide Tioli Enterprise Installation Guide, GC Tioli Management Framework Reference Manual Tioli Software Distribution User s Guide Tioli Software Distribution Reference Manual Tioli Enterprise Console Eent Integration Facility User s Guide Tioli Enterprise Console Reference Manual Tioli Enterprise Console Rule Builder s Guide IBM WebSphere MQ product documentation IBM WebSphere MQ Integrator product documentation IBM WebSphere InterChange Serer product documentation Tioli NetView for z/os product documentation Tioli Business Systems Manager product documentation TSO/E REXX Reference Tioli Enterprise Data Warehouse product documentation IBM Tioli Monitoring product documentation Road Map for the Typical Installation Option of IBM Tioli Monitoring Products, GI Road Map for Enabling Tioli Enterprise Data Warehouse for IBM Tioli Monitoring Products 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: Accessing publications online The documentation CD contains the publications that are in the product library. The format of the publications is PDF, HTML, or both. Refer to the readme file on the CD for instructions on how to access the documentation. About this guide ix

12 Accessibility 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 IBM Tioli Monitoring for Business Integration to access all of the IBM Tioli Monitoring product manuals. Note: 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. The IBM Software Support Web site proides the latest information about known product limitations and workarounds for your product. You can iew this information at the following Web site: Ordering publications You can order many Tioli publications online at the following Web site: cgibin/pbi.cgi You can also order by telephone by calling one of these numbers: In the United States: In Canada: Contacting software support 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 most features of the graphical user interface. For additional information, see the Accessibility Appendix in the user s guide for this product. If you hae a problem with any Tioli product, refer to the following IBM Tioli Software Support Web site: If you want to contact software support, see the IBM Software Support Guide at the following Web site: x IBM Tioli Monitoring for Business Integration: Problem Determination Guide

13 The guide proides information about how to contact IBM Software Support, depending on the seerity of your problem, and the following information: Registration and eligibility Conentions used in this guide Telephone numbers, depending on the country in which you are located Information you must hae before contacting IBM Software Support This guide uses seeral conentions for special terms and actions, and operating system-dependent commands and paths. 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) and labels (such as Tip:, and Operating system considerations:) Keywords and parameters in text 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 Operating system-dependent ariables and paths The publications in this library use 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. Note: If you are using the bash shell on a Windows system, you can use the UNIX conentions. About this guide xi

14 Tioli command syntax The following special characters define Tioli command syntax: [ ] Identifies elements that are optional. Required elements do not hae brackets around them.... Indicates that you can specify multiple alues for the preious element. Separate multiple alues by a space, unless otherwise directed by command information. If the ellipsis for an element follows a closing bracket, use the syntax within the brackets to specify multiple alues. For example, to specify two administrators for the option [ a admin]..., use a admin1 a admin2. If the ellipsis for an element is within the brackets, use the syntax of the last element to specify multiple alues. For example, to specify two hosts for the option [ h host...], use h host1 host2. Indicates mutually exclusie information. You can use the element on either the left or right of the ertical bar. { } Delimits a set of mutually exclusie elements when a command requires one of them. Brackets ([ ]) are around elements that are optional. In addition to the special characters, Tioli command syntax uses the typeface conentions described in Typeface conentions on page xi. The following examples illustrate the typeface conentions used in Tioli command syntax: wcrtpr [ a admin]... [ s region] [ m resource]... name The name argument is the only required element for the wcrtpr command. The brackets around the options indicate they are optional. The ellipsis after the a admin resource option means that you can specify multiple administrators multiple times. The ellipsis after the m resource option means that you can specify multiple resources multiple times. wchkdb [ o outfile] [ u] [ x] { f infile i object...} The f, i, and object elements are mutually exclusie. Braces that surround elements indicate that you are including a required element. If you specify the object argument, you can specify more than one object. xii IBM Tioli Monitoring for Business Integration: Problem Determination Guide

15 Chapter 1. Introduction to problem determination Product oeriew This problem determination guide explains how to troubleshoot IBM Tioli Monitoring for Business Integration. Troubleshooting, or problem determination, is the process of determining why a certain product is malfunctioning. This chapter introduces troubleshooting as a high-leel concept and then relates it back to the product. If you hae a problem that you are unable to sole using the information in this guide, contact IBM Software Support for further assistance. IBM Tioli Monitoring for Business Integration enables systems administrators to configure, monitor, and manage WebSphere MQ (including Workflow), WebSphere Interchange Serer, and WebSphere MQ Integrator resources across distributed and z/os systems from a central console. IBM Tioli Monitoring for Business Integration incorporates best practices in monitoring WebSphere MQ, WebSphere Interchange Serer, and WebSphere MQ Integrator resources, proiding root cause analysis of problems and correctie action for quick problem resolution. IBM Tioli Monitoring for Business Integration also proides the capability to use Tioli Enterprise Console and Tioli Business Systems Manager to monitor eents from your resources. There are three components to IBM Tioli Monitoring for Business Integration: IBM Tioli Monitoring for Business Integration: WebSphere MQ IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer Built-in problem determination features The primary troubleshooting feature in IBM Tioli Monitoring for Business Integration is logging. Logging refers to the text messages and trace data generated by IBM Tioli Monitoring for Business Integration. Messages and data are sent to an output destination, such as a console screen or a file. Typically, text messages relay information about a system or application s state and performance. Messages also alert the system administrator to exceptional conditions when they occur. Trace data captures transient information about the current operating enironment when a component or application fails to operate as designed. IBM Software Support personnel use the captured trace information to determine the source of an error or unexpected condition. See Chapter 7, Debugging information, on page 37 for more information. 1

16 Problem classification For the purposes of this document, problems and workarounds are presented by component: Installation IBM Tioli Monitoring for Business Integration: WebSphere MQ IBM Tioli Monitoring for Business Integration: WebSphere MQ Integrator IBM Tioli Monitoring for Business Integration: WebSphere InterChange Serer Tioli Business Systems Manager integration 2 IBM Tioli Monitoring for Business Integration: Problem Determination Guide

17 Chapter 2. Installation problem determination This chapter explains how to troubleshoot problems that occur during the installation process and how to perform recoery actions. See the IBM Tioli Monitoring for Business Integration Installation and Setup Guide for additional information about installation. Common installation problems and workarounds The following problems might occur when you install and set up IBM Tioli Monitoring for Business Integration. Table 1. Common installation problems and workarounds Problem When you run the installer in an interconnected Tioli management region, the installation stops if you try to install the software on another Tioli management region computer. Some HP-UX operating systems might fail to find long file names on the installation CDs. These systems are unable to process the Rock Ridge extensions used to burn the IBM Tioli Monitoring for Business Integration CDs. When you run the installer on UNIX, a Jaa exception message like the following might be displayed in the terminal session used to launch the installer: Exception occurred during eent dispatching: jaa.lang.nullpointerexception... You might see the following error message during installation: This program must run on the TMR serer. Workaround Mount the installation media in the CD-ROM drie of the Tioli management region computer on which you are installing the product. You must change how the operating system mounts CDs. See the Hewlett-Packard Company Web site for information. The Patch Database in the Hewlett-Packard IT Resource Center has information for some ersions. You can ignore this exception. The installer continues to run. This error occurs when an installation of Tioli Management Framework existed preiously on the target computer and was not completely uninstalled. An incomplete uninstallation leaes the script that sets up the Tioli enironment, setup_en.sh on UNIX and setup_en.cmd on Windows. When the installer detects this file, it assumes that the Tioli Management Framework is already installed and installation fails. 1. Click OK. The installer prompts you to end the installation. 2. Click Finish. 3. Delete the temporary depot directory created by the installer. The depot directory contains all the files required for installation. 4. Delete the enironment setup file from the following directory: On UNIX: /etc/tioli On Windows: %SystemRoot%\system32\driers\etc\Tioli 5. Start the installation process again. 3

18 Table 1. Common installation problems and workarounds (continued) Problem The Browse option in the installer panels requires a long time period to launch the file selection dialog box. Workaround This problem occurs when the computer has multiple file systems mounted. The installer erifies connectiity with each file system before presenting the dialog box. Minimize the number of file systems mounted on the computer. OR The Browse option in the installer panels fails to display a CD-ROM drie. Type the path of the target file system in the text box to directly access that file system. This problem occurs when you click Browse while the CD-ROM drie is empty. After the problem occurs, you cannot resole the problem by inserting a CD into the drie. Type the path of the target file system in the text box to directly access the CD. Language Settings: In non-english operating systems, characters might become illegible. The system can generate an error regarding a missing Dynamic Link Library that Tioli requires. The installer reports failure of installation of language support packs for the Tioli Management Framework, Version 4.1 component of the product. Aoid the problem in subsequent installer panels by making sure a CD is in the CD-ROM drie before you click Browse. Try to resole illegible characters by changing the locale settings of the operating system of the Tioli management region serer. Many operating systems that use double-byte character sets, such as Chinese, hae ariable locale settings. If you adjust the locale settings in the Tioli management region serer you might resole this error. For example, a Chinese operating system might hae multiple locale ariants that you can try until you find one that works for the target language. Howeer, not all operating systems hae ariable locale settings. See the documentation for your operating system to learn about its capabilities. For a non-english Tioli enironment, you must install the kbdus.dll file before installing IBM Tioli Monitoring for Business Integration. This requirement applies to the Tioli management region serer and all managed nodes and endpoints in the Tioli enironment. You can obtain this file from Microsoft or on the product CD for Windows NT or Windows 2000 in all language ersions of these operating systems. The kbdus.dll file must be in the %SystemRoot%\system32 directory. After installation is complete, manually install the language pack or packs for Tioli Management Framework, Version 4.1. Use the Tioli desktop or winstall command, as described in the IBM Tioli Monitoring for Business Integration Installation and Setup Guide. 4 IBM Tioli Monitoring for Business Integration: Problem Determination Guide

19 Table 1. Common installation problems and workarounds (continued) Problem When you run the installer on HP-UX systems in the Traditional Chinese locale, the installer might fail to display text if required fonts are not aailable. Workaround Hewlett-Packard Company recommends that specific patches be installed for DBCS locales for the Hewlett-Packard Jaa runtime enironment, Version to work: Common: PHSS_25091 (for 11.0) or PHSS_25092 (for 11i) Japanese: PHSS_26972 (for 11.0) or PHSS_26971 (for 11i) Korean: PHSS_26974 (for 11.0) or PHSS_26973 (for 11i) Simplified-Chinese: PHSS_26976 (for 11.0) or PHSS_24975 (for 11i) Traditional Chinese: PHSS_24937 (for 11.0) or PHSS_26977 (for 11i) If you install patches required by the Hewlett-Packard Company and the problem persists, run the installer in English. Proxy-mode z/os-specific installation and configuration problems The following problems might occur when you install IBM Tioli Monitoring for Business Integration on z/os systems. Table 2. Proxy-mode z/os-specific installation and configuration problems Problem When you run the hostcmd ms d a,l command, you might receie the FRWSL0007E message and an IhsiSend return code of 5. When you run the hostcmd ms d a,l command, you might receie an IhsiSend return code of Workaround TSERVER is not started or has stopped. On the Tioli Business Systems Manager task serer, run the tserer start command from the TDS\EentSerice\TDS directory. The NetCon command was not run from the NetView Operator NCCF console, or the NetCon session was stopped. When you run the hostcmd ms d a,l -h host_name command, you might receie an IhsiSend return code of When you run the hostcmd ms d a,l command, you might receie an IhsiSend return code of Restart the NetCon session. Also, ensure that the CNMTAMEL task was started. If necessary, restart the CNMTAMEL task from the NetView Operator NCCF console and rerun the NetCon command. NetView does not recognize the alue for host_name. Check the spelling of the name. Ensure that the host name is defined on the focal point system. (A focal point system is an instance of IBM Tioli NetView for z/os that enables Tioli communication with multiple z/os systems.) Ensure that you can successfully run a ping command against host_name from the computer where the task serer is running. The NetView Operator is no longer logged on to NetView, or the password is incorrect. Verify that the NetView Operator is logged on. Use the hostcmdoper -s command to display the NetView Operator name. Rerun the hostcmdoper command with the -u and -p parameters to redefine the NetView Operator ID and password. Chapter 2. Installation problem determination 5

20 Table 2. Proxy-mode z/os-specific installation and configuration problems (continued) Problem When you run the hostcmd netasis pipe unix pwd corr 10 cons command, you might not receie the expected output after 10 seconds. When you run the hostcmd netasis pipe unix pwd corr 20 cons command, you might receie an immediate response that does not include the expected output. Workaround The CorrWait timeout alue might be too low. Try increasing the corr alue to 20 or 30. The NetView UNIX Command Serer might not hae been started, or it was stopped. Run the start unixser=* command from the NetView Command Facility console (called NCCF). Resoling installer problems Objectie To resole or work around common problems that can arise during an installation. Background information This procedure describes actions you can take in the Step List panel of the installer. The Step List proides detailed information about the progress of installation. This panel is displayed near the end of the installation process, when the installer is processing all your configuration settings. Double-click any step in the Step List panel to see information on the step in the Detail window: The software that you are installing and configuring The installation status of the current step A short description of the step Messages and error resolution options in case of a warning or step failure. Required authorization On UNIX, the user who installs the product must hae root priileges. On Windows, the user who installs the product must hae membership in the Administrators group. Before you begin Use the installer to start one of the following types of installations, described in the IBM Tioli Monitoring for Business Integration Installation and Setup Guide: Typical installation Ealuation installation While you work with the installer, you can use the options described in this procedure to work around and resole problems. When you finish Complete the installation of the product, as described in the IBM Tioli Monitoring for Business Integration Installation and Setup Guide. Procedure 1. (Optional) If you want to cancel the installation while the Step List is running, perform the following steps: a. Click Stop and allow the process that is currently running to finish. Additional information: If you click Cancel without allowing the currently running process to finish, the system might remain in an unpredictable state. 6 IBM Tioli Monitoring for Business Integration: Problem Determination Guide

21 b. Click Cancel to stop the installation and close the installer. c. Delete the temporary depot directory created by the installer. 2. (Optional) Double-click any item in the Step List to see details and to set processing instructions for that step in the Detail window. Table 3 shows the status icons and options in the Detail window: Table 3. Status icons and options for the Step List panel of the installer Name Icon Value Status icons in the Step List Pending None The step has not been run yet. Passed The step completed successfully. Passed_Reboot Passed_Warning The step completed successfully and you must reboot the system. This status causes the installer to prompt you to restart the computer. The step completed with one or more warnings. For example, the installer might warn you to restart computers on which you installed the Web Health Console. Otherwise, the console is not actiated. The installer might also list warnings from the installation logs of the Tioli Management Framework. You can consult the documentation that comes on the installation CDs for Tioli Management Framework for information on this type of warning. Failed Deferred Locked Breakpoint Options Defer/Enable The step failed. This procedure describes how to analyze and handle failed steps. The step was postponed. This icon is displayed after you defer a step in the Detail window, as described near the end of the installation procedure. See the description of Defer in this table for more information. The step will be skipped because it is dependent on a preious step that has been deferred. The only way a locked step can be unlocked is to enable (or un-defer ) all steps on which the locked step is dependent. To see a list of these dependencies, double-click the locked step and read the error message in its Detail window. The step was placed in breakpoint mode. The installer stops processing steps at the breakpoint. You can check progress and change settings, if necessary. Postpones the step to a later time. If a step has failed, you can, as a last resort, defer the step. After that, the only way to reactiate that step is by clicking Execute (see description below). If you defer a step before it is run (such as when it has a Pending status), you can enable the step. The Defer option turns into Enable, allowing you to return its status from Deferred to Pending. If subsequent steps are dependent on a deferred step, they will automatically be locked. A locked step cannot be run. For instance, if you defer a step for creating a managed node, all other steps that install to that managed node would be locked, since they are dependent upon its creation. These locked steps would only be reset when the deferred step changes status. Toggle Breakpoint OK Execute Actiate or Deactiate the breakpoint. If you actiate the breakpoint, the automatic installation process is interrupted when it reaches that step and you are asked for input. If you want the installer to pause after specific steps are complete, actiate a breakpoint on the subsequent step. For example, you can set a breakpoint to enable installation of proxy endpoints. Returns to the preious window. Runs a deferred step that occurs prior to the current step. After the completion of the deferred step, any locked steps that were dependent on this step change to the Pending status. Click Run Steps on the Step List to run the subsequent steps. Chapter 2. Installation problem determination 7

22 Table 3. Status icons and options for the Step List panel of the installer (continued) Name Icon Value Change Enables you to make the following types of change: Change the user ID or password. Change the destination directory for the creation of a managed node or endpoint. Note: Some steps do not hae Change as an actie option. Steps that do hae Change as an option include managed node and endpoint creation. 3. Respond to the Step List s error, eent, or action prompts that might be displayed. Message logs: Hae the following resources aailable for IBM Software Support in case of installation errors The message log in the following directory: tioli/depot/deployengine/logs/deploy.log. IBM Software Support uses this file to determine the source of problems. Warnings: The step might complete with one or more warnings. For example, the installer might warn you to restart computers on which you installed the Web Health Console. Otherwise, the console is not actiated. The installer might also list warnings from the installation logs of the Tioli Management Framework. You can consult the documentation that comes on the installation CDs for Tioli Management Framework for information on this type of warning. Change alue operations: Perform the following steps any time you become aware of a user name or password error: a. Double-click the step in which an error occurs to display the Detail window. b. Click Change to display the Change Value window. c. Enter the new alue in the Change Value window for user ID, password, and destination directory, as needed. d. Click OK. 4. If a Change Value operation fails, perform the following steps: a. See Table 3 on page 7 for a description of the proper use of Defer. b. Click Defer in the Step Detail window. c. Allow the installer to finish processing the Step List. 5. If you hae made changes that permit the successful execution of deferred steps, run the steps that you deferred. Additional information: For example, you can successfully run a deferred step after this sequence of eents: Eent 1: The installer initially failed to create a managed node on a computer because the target computer was down. Eent 2: You defer the step so that installation can continue while the target computer is restarting. Eent 3: The installer to finishes processing the Step List and the target computer for the managed node finishes restarting. Perform the deferred steps as follows: a. Double-click the first deferred step in the Step List to display the Detail window. b. Click Execute. 8 IBM Tioli Monitoring for Business Integration: Problem Determination Guide

23 c. Double-click the next deferred step in the Step List to display the Detail window. d. Click Execute. Testing endpoint connectiity e. Continue executing the deferred steps in sequence until all steps are complete. 6. If failed steps remain in the Step List, perform the following steps: Additional information: The installation can be successful een when deferred steps exist or when optional steps fail or generate warnings. For example, the creation of the Tioli enironment and installation of the product is successful when the following optional steps fail: Creation of managed nodes or endpoints Installation of the Web Health Console For these types of failures, the installer does not display a completion window or other options, but the installation is successful. You can exit the installer and begin to run the product. Resole failed steps and warnings as follows: a. Click Cancel to dismiss the user interface of the installer. b. If possible, resole conditions that preented failed steps or caused warnings. For example, resole network connectiity problems. Also, be sure the prerequisite conditions exist on the computers on which failure occurred, as described in the IBM Tioli Monitoring for Business Integration Installation and Setup Guide. You might be able to use the procedures in the Tioli Enterprise Installation Guide that comes with the Tioli Management Framework software to manually complete failed steps, such as the installation of managed nodes and endpoints. c. Analyze the installation logs. See Chapter 7, Debugging information, on page 37 for further information. Objectie To test whether the Tioli management region serer can communicate with a specific endpoint. Background information The Tioli serer must be able to communicate with the Business Integration endpoints it manages. The endpoint is software that you install on a Business Integration serer to enable communication. On z/os: This procedure can confirm whether communications are failing at the endpoint. When you test connectiity on z/os systems, you must consider the flow of information in the Tioli enironment. For Monitoring for WebSphere MQ for z/os systems see the IBM Tioli Monitoring for Business Integration User s Guide for details regarding the flow of information. Required authorization On UNIX, the user who installs the managed nodes must hae root priileges. On Windows, the user who installs the product must hae membership in the Administrators group. Before you begin None Chapter 2. Installation problem determination 9

24 When you finish If endpoint connectiity problems continue, you might need to reinstall your endpoint. See the Tioli Management Framework documentation for additional information. Procedure Command line: 1. Access the Tioli enironment. 2. Run the ping command from the Tioli serer to confirm that the endpoint is accessible oer the network. If you receie connection or timeout errors, stop at this point and contact your network administrator for help. 3. If you do not know the name of the endpoint, run the following command on the Tioli serer to see a list of all endpoints that are connected to the serer: wlookup -a -r Endpoint 4. Run the following command on the Tioli management region serer: wadminep <ep_name> iew_ersion where <ep_name> is the name of a specific endpoint on a Business Integrator serer. See the list generated in Step 3 to obtain the names of endpoints. 5. If you receie a message other than one containing a single ersion number, the endpoint software must be restarted. You can manually restart the endpoint on that serer as follows: On Windows systems: a. Run the following command to stop lcfd, the process of the endpoint: net stop lcfd b. Run the following command to start the lcfd process: net start lcfd On UNIX systems: a. Use the following command to identify the lcfd process: ps -ef grep lcfd b. Kill this process using a command like the following: kill -9 <process_id> where <process_id> is the ID of the process. c. Use the following command to set the required enironment ariables:. /etc/tioli/lcf/<instance_id>/lcf_en.sh d. Use the following command to restart the lcfd process: $LCF_BINDIR/lcfd.sh 6. Monitor the state of the endpoint you hae just restarted from a Web browser using the following URL: where <ep_host> is the name of the Business Integrator serer and <ep_port> is the name of the port that you assigned for endpoint transactions in the Tioli serer. The alue of Status for the endpoint should be running. 10 IBM Tioli Monitoring for Business Integration: Problem Determination Guide

25 Chapter 3. IBM Tioli Monitoring for Business Integration: WebSphere MQ troubleshooting General problems This chapter discusses common problems that might occur in IBM Tioli Monitoring for Business Integration: WebSphere MQ. The following topics are discussed: General problems Message Manager problems on page 13 Proxy mode z/os endpoint problems on page 14 Resource model problems on page 15 Tasks problems on page 16 Tioli Enterprise Console problems on page 16 Tioli Inentory problems on page 17 Upgrade problems on page 17 Workflow problems on page 19 The following table contains a list of general problems that might occur with IBM Tioli Monitoring for Business Integration: WebSphere MQ. Table 4. IBM Tioli Monitoring for Business Integration: WebSphere MQ general problems and workarounds Problem IBM Tioli Monitoring for Business Integration: WebSphere MQ domain names must be unique across interconnected Tioli management region boundaries. The Queue Manager Control Center does not work. Workaround None. You cannot change the name of an existing management domain. The Queue Manager Control Center does not work if you hae not yet discoered your queue managers. Run the queue manager discoery task or the Create Queue Manager task and then start the Queue Manager Control Center. You receie a display error when you attempt to open the Information Center for an object. The parser fails when you attempt to run actions on queue manager objects that are displayed in the Queue Manager Control Center as DELETED. Discoering queue managers fails with errors CTQ2296E and CTW2161E, regarding a missing wpostemsg.exe file. This problem occurs when the default object type associated with the Information Center does not exist. Recreate the default object. Do not run actions other than Inentory Restore, Delete, Clone, or Display against these deleted objects. This problem occurs when you run the Create TBSM Policy Region task without first installing the prerequisite Tioli Enterprise Console Adapter Configuration Facility (ACF). Install the Tioli Enterprise Console Adapter Configuration Facility (ACF) on all gateways associated with the managed endpoints and rerun the discoery task. 11

26 Table 4. IBM Tioli Monitoring for Business Integration: WebSphere MQ general problems and workarounds (continued) Problem An error is reported while saing a queue manager configuration, or the queue manager configuration is not saed. On Solaris, when uninstalling IBM Tioli Monitoring for Business Integration: WebSphere MQ, the mqsuninst command might issue an eent method failed e=12 error. On a Windows system, initial distribution of a WebSphere MQ software package to an endpoint fails, generating messages similar to the following in the Tioli Software Distribution trace file: Operation unsuccessful. Execution of user program /tmp/mqs/mqs_create_fp_pre.sh failed. This can happen because bash is a dependency. When installing WebSphere MQ for the first time on a Windows-based workstation, IBM Tioli Monitoring for Business Integration: WebSphere MQ does not hae access to WebSphere MQ commands. This product does not support Client Connection Channels in WebSphere MQ, Version 5.2, for OS/400. When you create a Client Connection Channel using the task, a alid error message is displayed. When you create a Client Connection Channel from the Queue Manager Control Center, a display failure occurs. When OS/400 MQSeries Tioli objects exist from an upgrade of Tioli Manager for MQSeries and endpoint logs return wbindmsg errors, it might be because they are not picking up the correct ersion of the wbindmsg.pgm. Example: + wbindmsg MQMShCat 9007 CTQ9007I Executing: /QIBM/USERDATA/TIVOLI/LCF/CACHE/QACX383WBS: \ Process ended by exception Workaround Use the following steps to debug this problem: Hae Tioli Inentory in your Notice group. This enables you to see all Tioli Inentory success and error messages. Turn on the RIM trace for the Tioli Inentory RIM object. This enables you to see any failures that occur with the database. Use the Tioli Inentory Problem Determination section to look at the MDIST log files and discussion of scans stuck in the queue. None. You can ignore this error message. Run the Initialize_Endpoints task on the appropriate endpoint (een though WebSphere MQ is not installed on the endpoint) to push the dependency set code to the endpoint. The Initialize_Endpoints is located in the MQS Utility Tasks library. Then distribute the WebSphere MQ software package. For more information about the Initialize_Endpoints task, see the IBM Tioli Monitoring for Business Integration: WebSphere MQ Reference Guide. After installing WebSphere MQ on a Windows-based workstation and prior to running any function proided by IBM Tioli Monitoring for Business Integration: WebSphere MQ, reboot the Windows-based workstation. None Remoe the following links that exist from the installation: /QIBM/UserData/TIVOLI/LCF/bin/os400/TME/MQS/utils lrwxrwxrwx 1 QTIVOLI 0 31 Dec 17 01:51 \ awk -> /QSYS.LIB/QTMETOOLS.LIB/AWK.PGM lrwxrwxrwx 1 QTIVOLI 0 32 Dec 17 01:51 \ perl -> /QSYS.LIB/QTMETOOLS.LIB/PERL.PGM lrwxrwxrwx 1 QTIVOLI 0 36 Dec 17 01:51 \ wbindmsg -> /QSYS.LIB/QTMETOOLS.LIB/WBINDMSG.PGM Run the Initialize_Endpoints task in the MQS Utility Tasks task library to re-push the dependency sets back to the endpoint. The following links are created if the 5.1 upgrade is successful: /QIBM/UserData/TIVOLI/LCF/bin/os400/tools lrwxrwxrwx 1 QTIVOLI 0 32 Dec 17 18:54 \ gawk -> /QSYS.LIB/QLCFCACHE.LIB/GAWK.PGM lrwxrwxrwx 1 QTIVOLI 0 32 Dec 17 18:54 \ perl -> /QSYS.LIB/QLCFCACHE.LIB/PERL.PGM lrwxrwxrwx 1 QTIVOLI 0 36 Dec 17 18:55 \ wbindmsg -> /QSYS.LIB/QLCFCACHE.LIB/WBINDMSG.PGM 12 IBM Tioli Monitoring for Business Integration: Problem Determination Guide

27 Message Manager problems The following problems might occur with the Message Manager. Table 5. Message Manager problems and workarounds Problem The Message Manager cannot connect to the target queue manager. You cannot load message catalog mqji. This problem occurs when the MA88 message catalog files are not located in the same directory as the MA88 jar files, which occurs in some ersions of WebSphere MQ. The Launch Accessible Content option is only supported on w32 i86x platforms. Workaround Ensure the following: The port defined in the Message Manager queue manager definition matches the port that the channel listener uses. The WebSphere MQ queue manager channel listener is started. The WebSphere MQ queue manager command serer is started. A serer connection channel named MM.SERVER.CHANNEL with TRPTYPE(TCP) is defined for the queue manager. If the queue manager s auto channel definition is ENABLED, this serer connection channel is created automatically. For proxy mode z/os systems, a model queue named MM.REPLY.QUEUE.MODEL with DEFTYPE(TEMPDYN) is defined for the queue manager. Notes: 1. Most WebSphere MQ reason codes 2059 and 2009 occur as a result of one of the first four bullets aboe not being met. 2. WebSphere MQ reason code 2085 occurs as a result of the MM.REPLY.QUEUE.MODEL not being defined for z/os queue managers. Use the following workaround to correct this problem: 1. Search for the mqji.properties file. 2. Resole path specifications by performing one of the following actions: None. a. Add the appropriate directory to the CLASSPATH. b. Edit the mm4wmq.sh (for UNIX) or mm4wmq.cmd (for Windows) file to change the classpath. For example, the mm4wmq.sh file would appear as follows: mm4wmq.sh # # Add MA88 Path to path # CLASSPATH=$MM_JAVA_LIBRARY_PATH:$CLASSPATH CLASSPATH=x:\dir1\subdir2 $CLASSPATH Where x:\dir1\subdir2 is the location of the mqji.properties file. Chapter 3. WebSphere MQ Common Problems 13