IBM Tivoli Composite Application Manager for Microsoft Applications: Microsoft Active Directory Agent Fix Pack 13. Troubleshooting Guide IBM

Transcription

1 IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Actie Directory Agent Fix Pack 13 Troubleshooting Guide IBM

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3 IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Actie Directory Agent Fix Pack 13 Troubleshooting Guide IBM

4 Note Before using this information and the product it supports, read the information in Notices on page 35 This edition applies to ersion of IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Actie Directory Agent (product number 5724-U17) and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM Corporation 2005, US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents Tables Chapter 1. Troubleshooting Gathering product information for IBM Software Support Built-in troubleshooting features Problem classification Chapter 2. Trace logging Oeriew of log file management Examples of trace logging Principal trace log files Examples: using trace logs RAS trace parameters Setting RAS trace parameters by using the GUI.. 7 Manually setting RAS trace parameters Chapter 3. Problems and workarounds. 9 Installation and configuration troubleshooting... 9 Unique names for monitoring components Remote deployment troubleshooting Agent troubleshooting Workspace troubleshooting Situation troubleshooting Tioli Common Reporting troubleshooting Chapter 4. Support information Appendix. ITCAM for Microsoft Applications documentation library.. 33 Prerequisite publications Related publications Tioli Monitoring Community on Serice Management Connect Other sources of documentation Notices Trademarks Terms and conditions for product documentation.. 37 IBM Online Priacy Statement Index Copyright IBM Corp. 2005, 2017 iii

6 i Microsoft Actie Directory agent Troubleshooting Guide

7 Tables 1. Information to gather before contacting IBM Software Support Trace log files for troubleshooting agents Problems and solutions for installation and configuration General problems and solutions for uninstallation Remote deployment problems and solutions Agent problems and solutions Workspace problems and solutions Situation problems and solutions Tioli Common Reporting for Microsoft Actie Directory agent problems and solutions Copyright IBM Corp. 2005, 2017

8 i Microsoft Actie Directory agent Troubleshooting Guide

9 Chapter 1. Troubleshooting Problems can be related to IBM Tioli Monitoring or the specific agent that you are using. This chapter explains how to troubleshoot the IBM Tioli Composite Application Manager (ITCAM) for Microsoft Applications: Actie Directory Agent. Troubleshooting is the process of determining why a certain product is malfunctioning. You can resole some problems by ensuring that your system matches the system requirements. The most up-to-date requirements are in the Software product compatibility reports ( publib.boulder.ibm.com/infocenter/prodguid/1r0/clarity/index.html). This chapter proides agent-specific troubleshooting information. See the IBM Tioli Monitoring Troubleshooting Guide for general troubleshooting information. Also see Chapter 4, Support information, on page 31 for other problem-soling options. Gathering product information for IBM Software Support Before contacting IBM Software Support about a problem you are experiencing with this product, gather the following information that relates to the problem. Table 1. Information to gather before contacting IBM Software Support Information type Log files Operating system Messages Version numbers for IBM Tioli Monitoring Screen captures (UNIX only) Core dump files Description Collect trace log files from failing systems. Most logs are located in a logs subdirectory on the host computer. See Chapter 2, Trace logging, on page 3 for lists of all trace log files and their locations. See the IBM Tioli Monitoring User's Guide for general information about the IBM Tioli Monitoring enironment. Operating system ersion number and patch leel Messages and other information displayed on the screen Version number of the following members of the monitoring enironment: IBM Tioli Monitoring. Also proide the patch leel, if aailable. IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Actie Directory Agent Screen captures of incorrect output, if any. If the system stops on UNIX systems, collect core dump file from install_dir/bin directory, where install_dir is the directory path where you installed the monitoring agent. Upload files for reiew to the following FTP site: ftp.emea.ibm.com. Log in as anonymous and place your files in the directory that corresponds to the IBM Tioli Monitoring component that you use. Built-in troubleshooting features The primary troubleshooting feature in the IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Actie Directory Agent is logging. Logging refers to the text messages and trace data generated by the Microsoft Actie Directory agent. Messages and trace data are sent to a file. 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 2, Trace logging, on page 3 for more information. Copyright IBM Corp. 2005,

10 Problem classification The following types of problems might occur with the Microsoft Actie Directory agent: Installation and configuration General usage and operation Display of monitoring data Take Action commands This chapter proides symptom descriptions and detailed workarounds for these problems, as well as describing the logging capabilities of the monitoring agent. See the IBM Tioli Monitoring Troubleshooting Guide for general troubleshooting information. 2 Microsoft Actie Directory agent Troubleshooting Guide

11 Chapter 2. Trace logging Trace logs capture information about the operating enironment when component software fails to operate as intended. The principal log type is the RAS (Reliability, Aailability, and Sericeability) trace log. These logs are in the English language only. The RAS trace log mechanism is aailable for all components of IBM Tioli Monitoring. Most logs are located in a logs subdirectory on the host computer. See the following sections to learn how to configure and use trace logging: Principal trace log files on page 4 Examples: using trace logs on page 5 RAS trace parameters on page 6 Note: The documentation refers to the RAS facility in IBM Tioli Monitoring as "RAS1". IBM Software Support uses the information captured by trace logging to trace a problem to its source or to determine why an error occurred. The default configuration for trace logging, such as whether trace logging is enabled or disabled and trace leel, depends on the source of the trace logging. Trace logging is always enabled. Oeriew of log file management Table 2 on page 4 proides the names, locations, and descriptions of RAS1 log files. The log file names adhere to the following naming conention: hostname_product_program_timestamp-nn.log where: hostname is the host name of the machine on which the monitoring component is running. product is the two-character product code. For IBM Tioli Composite Application Manager for Microsoft Actie Directory agent, the product code is 3z. program is the name of the program being run. timestamp is an 8-character hexadecimal timestamp representing the time at which the program started. nn is a rolling log suffix. See Examples of trace logging for details of log rolling. Examples of trace logging For example, if a Actie Directory monitoring agent is running on computer "serer01", the RAS log file for the Microsoft Actie Directory agent might be named as follows: serer01_3z_k3zcma_437fc59-01.log For long-running programs, the nn suffix is used to maintain a short history of log files for that startup of the program. For example, the k3zcma program might hae a series of log files as follows: serer01_3z_k3zcma_437fc59-01.log serer01_3z_k3zcma_437fc59-02.log serer01_3z_k3zcma_437fc59-03.log As the program runs, the first log (nn=01) is presered because it contains program startup information. The remaining logs "roll." In other words, when the set of numbered logs reach a maximum size, the remaining logs are oerwritten in sequence. Each time a program is started, a new timestamp is assigned to maintain a short program history. For example, if the Microsoft Actie Directory agent is started twice, it might hae log files as follows: Copyright IBM Corp. 2005,

12 serer01_3z_k3zcma_437fc59-01.log serer01_3z_k3zcma_437fc59-02.log serer01_3z_k3zcma_437fc59-03.log serer01_3z_k3zcma_537fc59-01.log serer01_3z_k3zcma_537fc59-02.log serer01_3z_k3zcma_537fc59-03.log Each program that is started has its own log file. For example, the Microsoft Actie Directory agent would hae agent logs in this format: serer01_3z_k3zcma_437fc59-01.log Other logs, such as logs for collector processes and Take Action commands, hae a similar syntax as in the following example: serer01_3z_k3zpgm_447fc59-01.log where k3zpgm is the program name. Note: When you communicate with IBM Software Support, you must capture and send the RAS1 log that matches any problem occurrence that you report. Principal trace log files Table 2 contains locations, file names, and descriptions of trace logs that can help determine the source of problems with agents. Table 2. Trace log files for troubleshooting agents System where log is located On the computer that hosts the monitoring agent See Definitions of ariables for descriptions of the ariables in the file names in column two. File name and path The RAS1 log files are named hostname_3z_program_timestamp-nn.log and are located in the install_dir\tmaitm6\logs path. On the 64-bit computer, the RAS1 log files are located in the install_dir\tmaitm6_x64\logs path. Note: File names for RAS1 logs include a hexadecimal time stamp. The *.LG0 file is located in the install_dir\tmaitm6\logs path. Description Traces actiity of the monitoring agent. A new ersion of this file is generated eery time the agent is restarted. IBM Tioli Monitoring generates one backup copy of the *.LG0 file with the tag.lg1. View.LG0 to learn the following details regarding the current monitoring session: Status of connectiity with the monitoring serer. Situations that were running. The success or failure status of Take Action commands. 4 Microsoft Actie Directory agent Troubleshooting Guide

13 Table 2. Trace log files for troubleshooting agents (continued) System where log is located On the Tioli Enterprise Monitoring Serer See Definitions of ariables for descriptions of the ariables in the file names in column two. On the Tioli Enterprise Portal Serer See Definitions of ariables for descriptions of the ariables in the file names in column two. File name and path On UNIX: The candle_installation.log file in the install_dir/logs path. On Windows: The file in the install_dir\ InstallITM path. The Warehouse_Configuration.log file is located in the following path on Windows: install_dir\installitm. The RAS1 log file is named hostname_ms_timestamp-nn.log and is located in the following path: On Windows: install_dir\logs On UNIX: install_dir/logs Note: File names for RAS1 logs include a hexadecimal time stamp Also on UNIX, a log with a decimal time stamp is proided: hostname_ms_timestamp.log and hostname_ms_timestamp.pidnnnnn in the install_dir/logs path, where nnnnn is the process ID number. The RAS1 log file is named hostname_cq_timestamp-nn.log and is located in the following path: On Windows: install_dir\logs On UNIX: install_dir/logs Note: File names for RAS1 logs include a hexadecimal time stamp Also on UNIX, a log with a decimal time stamp is proided: hostname_cq_timestamp.log and hostname_cq_timestamp.pidnnnnn in the install_dir/logs path, where nnnnn is the process ID number. The TEPS_ODBC.log file is located in the following path on Windows: install_dir\installitm. Description Proides details about products that are installed. Note: Trace logging is enabled by default. A configuration step is not required to enable this tracing. Proides details about the configuration of data warehousing for historical reporting. Traces actiity on the monitoring serer. Traces actiity on the portal serer. When you enable historical reporting, this log file traces the status of the warehouse proxy agent. Definitions of ariables for RAS1 logs: hostname is the host name of the machine on which the agent is running. install_dir represents the directory path where you installed the IBM Tioli Monitoring component. install_dir can represent a path on the computer that hosts the monitoring serer, the monitoring agent, or the portal serer. product is the two character product code. For Microsoft Actie Directory agent, the product code is 3z. program is the name of the program being run. timestamp is an eight-character hexadecimal time stamp representing the time at which the program started. nn is a rolling log suffix. See Examples of trace logging on page 3 for details of log rolling. See the IBM Tioli Monitoring Installation and Setup Guide for more information on the complete set of trace logs that are maintained on the monitoring serer. Examples: using trace logs This section proides examples to demonstrate using trace logs. Chapter 2. Trace logging 5

14 About this task Typically IBM Software Support applies specialized knowledge to analyze trace logs to determine the source of problems. Howeer, you can open trace logs in a text editor such as i to learn some basic facts about your IBM Tioli Monitoring enironment. You can use the ls -ltr command to list the log files in the install_dir/logs directories, sorted by time they were last updated. Example one This excerpt shows the typical log for a failed connection between a monitoring agent and a monitoring serer with the host name serer1a: (Thursday, August 11, 2005, 08:21:30-{94C}kdcl0cl.c,105,"KDCL0_ClientLookup") status=1c020006, "location serer unaailable", ncs/kdc1_stc_server_unavailable (Thursday, August 11, 2005, 08:21:35-{94C}kraarreg.cpp,1157,"LookupProxy") Unable to connect to broker at ip.pipe:: status=0, "success", ncs/kdc1_stc_ok (Thursday, August 11, 2005, 08:21:35-{94C}kraarreg.cpp,1402,"FindProxyUsingLocalLookup") Unable to find running CMS on CT_CMSLIST <IP.PIPE:#serer1a> Example two The following excerpts from the trace log for the monitoring serer show the status of an agent, identified here as "Remote node." The name of the computer where the agent is running is SERVER5B: (42C039F A4:kpxreqhb.cpp,649,"HeartbeatInserter") Remote node SERVER5B:K3z is ON-LINE.... (42C3079B A4:kpxreqhb.cpp,644,"HeartbeatInserter") Remote node SERVER5B:K3z is OFF-LINE. Key points regarding the preceding excerpt: Procedure The monitoring serer appends the K3z product code to the serer name to form a unique name (SERVER5B:K3z) for this instance of Microsoft Actie Directory agent. This unique name enables you to distinguish multiple monitoring products that might be running on SERVER5B. The log shows when the agent started (ON-LINE) and later stopped (OFF-LINE) in the enironment. For the sake of breity an ellipsis (...) represents the series of trace log entries that were generated while the agent was running. Between the ON-LINE and OFF-LINE log entries, the agent was communicating with the monitoring serer. The ON-LINE and OFF-LINE log entries are always aailable in the trace log. All trace leels that are described in RAS trace parameters proide these entries. On the Windows system, complete the following steps to iew trace logs: 1. In the Windows Start menu, choose Program Files > IBM Tioli Monitoring > Manage Tioli Monitoring Serice. The Manage Tioli Enterprise Monitoring Serices window is displayed. 2. Right-click a component and select Adanced > View Trace Log in the pop-up menu. The program displays the Select Log File window that lists the RAS1 logs for the monitoring agent. 3. Select a log file from the list and click OK. You can also use this iewer to access remote logs. Note: The iewer conerts time stamps in the logs to a readable format. RAS trace parameters Pinpoint a problem by setting detailed tracing of indiidual components of the monitoring agent and modules See Oeriew of log file management on page 3 to ensure that you understand log rolling and can reference the correct log files when you manage log file generation. 6 Microsoft Actie Directory agent Troubleshooting Guide

15 Setting RAS trace parameters by using the GUI On Windows systems, you can use the graphical user interface to set trace options. About this task The IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Actie Directory Agent uses RAS1 tracing and generates the logs described in Principal trace log files on page 4. The default RAS1 trace leel is ERROR. Procedure 1. Open the Manage Tioli Enterprise Monitoring Serices window. 2. Select Adanced > Edit Trace Parms. The Tioli Enterprise Monitoring Serer Trace Parameters window is displayed. 3. Select a new trace setting in the pull-down menu in the Enter RAS1 Filters field or type a alid string. General error tracing. KBB_RAS1=ERROR Intensie error tracing. KBB_RAS1=ERROR (UNIT:k3z ALL) Maximum error tracing. KBB_RAS1=ERROR (UNIT:k3z ALL) (UNIT:kra ALL) Note: As this example shows, you can set multiple RAS tracing options in a single statement. 4. Modify the alue for Maximum Log Size Per File (MB) to change the log file size (changes LIMIT alue). 5. Modify the alue for Maximum Number of Log Files Per Session to change the number of log files per startup of a program (changes COUNT alue). 6. Modify the alue for Maximum Number of Log Files Total to change the number of log files for all startups of a program (changes MAXFILES alue). 7. Optional: Select Y (Yes) from the KDC_DEBUG Setting list to log information that can help you diagnose communications and connectiity problems between the monitoring agent and the monitoring serer. The KDC_DEBUG setting and the Maximum error tracing setting can generate a large amount of trace logging. Use these settings only temporarily, while you are troubleshooting problems. Otherwise, the logs can occupy excessie amounts of hard disk space. 8. Click OK. You see a message reporting a restart of the monitoring agent so that your changes take effect. Note: The KDC_DEBUG setting and the Maximum error tracing setting can generate a large amount of trace logging. Use these settings only temporarily while you are troubleshooting problems. Otherwise, the logs can occupy excessie amounts of hard disk space. Manually setting RAS trace parameters You can manually edit the RAS1 trace logging parameters. About this task The Microsoft Actie Directory agent uses RAS1 tracing and generates the logs described in Principal trace log files on page 4. The default RAS1 trace leel is ERROR. Procedure 1. Open the trace options file: Windows systems: install_dir\tmaitm6\k3zenv_instance name UNIX systems: Chapter 2. Trace logging 7

16 install_dir /config/3z_instance name.config 2. Edit the line that begins with KBB_RAS1= to set trace logging preferences. For example, if you want detailed trace logging, set the Maximum Tracing option: KBB_RAS1=ERROR (UNIT:k3z ALL) (UNIT:kra ALL) 3. Edit the line that begins with KBB_RAS1_LOG= to manage the generation of log files: MAXFILES: The total number of files that are to be kept for all startups of a specific program. When this alue is exceeded, the oldest log files are discarded. The default alue is 9. LIMIT: The maximum size, in megabytes (MB) of a RAS1 log file. The default alue is 5. IBM Software Support might guide you to modify the following parameters: COUNT: The number of log files to keep in the rolling cycle of one program startup. The default is 3. PRESERVE: The number of files that are not to be reused in the rolling cycle of one program startup. The default alue is 1. Note: The KBB_RAS1_LOG parameter also proides for the specification of the log file directory, log file name, and the inentory control file directory and name. Do not modify these alues or log information can be lost. 4. Restart the monitoring agent so that your changes take effect. Note: The KDC_DEBUG setting and the Maximum error tracing setting can generate a large amount of trace logging. Use these settings only temporarily while you are troubleshooting problems. Otherwise, the logs can occupy excessie amounts of hard disk space. 8 Microsoft Actie Directory agent Troubleshooting Guide

17 Chapter 3. Problems and workarounds The following sections proide symptoms and workarounds for problems that might occur with Microsoft Actie Directory agent: Installation and configuration troubleshooting Agent troubleshooting on page 16 Workspace troubleshooting on page 21 Remote deployment troubleshooting on page 15 Situation troubleshooting on page 23 You can resole some problems by ensuring that your system matches system requirements. The most up-to-date requirements are in the Software product compatibility reports ( publib.boulder.ibm.com/infocenter/prodguid/1r0/clarity/index.html).this chapter proides agent-specific troubleshooting information. See the IBM Tioli Monitoring Troubleshooting Guide for general troubleshooting information. Installation and configuration troubleshooting Problems can occur during installation, configuration, and uninstallation of the agent. See Table 3 and Table 4 on page 13 for information about these problems and solutions. Table 3. Problems and solutions for installation and configuration Problem (UNIX only) During a command-line installation, you choose to install a component that is currently installed, and you see the following warning: WARNING - you are about to install the SAME ersion of "component_name" where component_name is the name of the component that you are attempting to install. Note: This problem affects UNIX command-line installations. If you monitor only Windows enironments, you see this problem if you choose to install a product component (for example, a monitoring serer) on a UNIX system. Diagnosing problems with product browse settings (Windows systems only). Solution You must exit and restart the installation process. You cannot return to the list where you selected components to install. When you run the installer again, do not attempt to install any component that is currently installed. When you hae problems with browse settings, complete the following steps: 1. Click Start > Programs > IBM Tioli Monitoring > Manage Tioli Enterprise Monitoring Serices. The Manage Tioli Enterprise Monitoring Serices window is displayed. 2. Right-click the Windows agent and select Browse Settings. A text window is displayed. 3. Click Sae As and sae the information in the text file. If requested, you can forward this file to IBM Software Support for analysis. Copyright IBM Corp. 2005,

18 Table 3. Problems and solutions for installation and configuration (continued) Problem A message similar to "Unable to find running CMS on CT_CMSLIST" in the log file is displayed. You hae installed an agent of ITCAM for Microsoft Applications remotely from the Tioli Enterprise Portal Client. On the Agent tab of the Managed System Configuration window, you selected the Use this account option, and typed the account information in the "user@domain.com" format (for example, administrator@itmagents.com). The Deployment Status Detail iew shows the agent deployment status as failed; howeer, the agent is configured and installed with the LocalSystem account instead of the specified user account. When you upgrade to IBM Tioli Monitoring, you might need to apply fixpacks to IBM Tioli OMEGAMON, Version 350, agents. Solution If a message similar to "Unable to find running CMS on CT_CMSLIST" is displayed in the log file, the agent cannot connect to the monitoring serer. Confirm the following points: Do multiple network interface cards (NICs) exist on the system? If multiple NICs exist on the system, find out which one is configured for the monitoring serer. Ensure that you specify the correct host name and port settings for communication in the IBM Tioli Monitoring enironment. Specify the account information in the domain\user format. Fixpacks for OMEGAMON, Version 350, are deliered as each monitoring agent is upgraded to IBM Tioli Monitoring. Note: The IBM Tioli Monitoring download image or CD includes application fix packs for the monitoring agents that are installed from that CD (for example, the agents for operating systems such as Windows, Linux, UNIX, and IBM i5/os ). The upgrade software for other agents is located on the download image or CDs for that specific monitoring agent, such as the agents for database applications. The following message is displayed in the installation log for some Windows agents when upgrading from IBM Tioli OMEGAMON V350: <REPLACELINE> Pair missing 1=[KBB_RAS1=ERROR] no 2, skipped. Presentation files and customized OMEGAMON screens for V350 monitoring agents must be upgraded to a new Linux on IBM zseries system. Historical Data is not getting collected for the new attributes. If you do not upgrade the monitoring agent to IBM Tioli Monitoring, the agent continues to work. Howeer, you must upgrade to hae all the functionality that IBM Tioli Monitoring offers. There is no workaround. The preious alue of KBB_RAS1 from the OMEGAMON V350 agent is used, presering prior customer settings for this ariable. The problem has no aderse effect on the installation or subsequent operation of the monitoring agent. The upgrade from ersion 350 to IBM Tioli Monitoring handles export of the presentation files and the customized OMEGAMON screens. Historical Data collection needs to be re-configured to include new attributes in the existing attribute groups that hae been configured for data collection in the Tioli Enterprise Monitoring Serer when an upgrade is performed. If this is not re-configured, historical data is not collected for the configured attributes on the portal and erroneous data is collected for the new attribute groups. 10 Microsoft Actie Directory agent Troubleshooting Guide

19 Table 3. Problems and solutions for installation and configuration (continued) Problem If you install the Actie Directory Agent, and configure it with a non-admin user, then the Tioli Enterprise Portal shows that the agent has stopped. You hae installed the Microsoft Actie Directory agent on your computer and hae configured historical data collection for the following attribute groups: Directory Serices attribute group Distributed File Replication Serice Volumes (DFSV) In the Configuration panel of the History Collection Configuration window, if you change the collection location of the Directory Serices attribute group in the Collection Location list from Tioli Enterprise Monitoring Agent to Tioli Enterprise Monitoring Serer or ice ersa, the following error message is displayed: KFWITM521E Collection: collection setting_ariable cannot store data in the selected location, please select another collection location. Note: This problem does not occur on if you hae used IBM Tioli Monitoring 6.2.2, Fix Pack 7, V6.2.2, Fix Pack 8, or V6.2.3, Fix Pack 1. Solution Perform the following steps to run the agent with a non-admin user: 1. Create a user in the Actie Directory agent. By default, this user is a member of the Domain user's group. 2. Assign this user to the Performance Monitors user's group. 3. Naigate to the candle home folder //Install Directory/IBM/ITM/. 4. In the Security tab, click Edit. 5. Add the non-admin user and assign write permission to the user. 6. Configure the agent serice with this non-admin user and start the agent. The agent will show data for all attribute groups. Note: If you remoe the user from the Performance Monitors user's group and from the candle home folder with write permission, then the agent shows only non-perfmon data. This is an expected behaior. If you remoe write permission from the candle home folder, then the agent does not show any data on the Tioli Enterprise Portal. Complete the following steps to resole this problem: 1. Stop the collection of historical data for the Directory Serices attribute group. 2. Delete the collection setting. 3. Create a new collection setting with the desired location for the Directory Serices attribute group. Chapter 3. Problems and workarounds 11

20 Table 3. Problems and solutions for installation and configuration (continued) Problem When you upgrade to IBM Tioli Monitoring, you might need to apply fix packs to Candle, Version 350, agents. Solution Fix packs for Candle, Version 350, are deliered as each monitoring agent is upgraded to IBM Tioli Monitoring. Note: The IBM Tioli Monitoring download image or CD proides application fix packs for the monitoring agents that are installed from that CD (for example, the agents for operating systems such as Windows, Linux, UNIX, and i5/os). The upgrade software for other agents is located on the download image or CDs for that specific monitoring agent, such as the agents for database applications. Presentation files and customized Omegamon DE screens for Candle monitoring agents need to be upgraded to a new Linux on z/series system. The following message is displayed in the installation log for some Windows agents when upgrading from Tioli OMEGAMON V350: <REPLACELINE> Pair missing 1=[KBB_RAS1=ERROR] no 2, skipped. Installation errors occur when installing the preious ersion of the monitoring agent after installing the ersion of the agent. When you use the Installation Launch Pad to install a 32-bit agent on a 32-bit computer, the following message is displayed: The following components cannot be installed because the installation action failed. IBM Tioli Composite Application Manager for Microsoft Applications V6.2.3 for Windows on 64-bit AMD and Intel systems (x64) If you do not upgrade the monitoring agent to IBM Tioli Monitoring, the agent continues to work. Howeer, you must upgrade to hae all the functionality that IBM Tioli Monitoring offers. The upgrade from ersion 350 to IBM Tioli Monitoring handles export of the presentation files and the customized Omegamon DE screens. There is no workaround. The preious alue of KBB_RAS1 from the OMEGAMON V350 agent is used, presering prior customer settings for this ariable. The problem has no aderse effect on the installation or subsequent operation of the monitoring agent. Verify that the remote agent is not at a lower ersion than V6.1.2 before attempting to run the V6.1.0 remote installation with the - option. If V6.1.2 is already present, do not force the V6.1.0 agent installation. After an inadertent back leel to V6.1.0, run the V6.1.2 installation (or higher) to upgrade the agent. No action is required. You can ignore this message and continue with the installation. 12 Microsoft Actie Directory agent Troubleshooting Guide

21 Table 4. General problems and solutions for uninstallation Problem On Windows systems, uninstallation of IBM Tioli Monitoring fails to uninstall the entire enironment. The way to remoe inactie managed systems (systems whose status is OFFLINE) from the Naigator tree in the portal is not obious. Solution Be sure that you follow the general uninstallation process described in the IBM Tioli Monitoring Installation and Setup Guide: 1. Remoe Tioli Enterprise Monitoring Serer Application support by completing the following steps: a. Use Manage Tioli Enterprise Monitoring Serices. b. Select Tioli Enterprise Monitoring Serer. c. Right-click and select Adanced. d. Select Remoe TEMS application support. e. Select the agent to remoe its application support. 2. Uninstall the monitoring agents first, as in the following examples: Uninstall a single monitoring agent for a specific database. -OR Uninstall all instances of a monitoring product, such as IBM Tioli Monitoring for Databases. 3. Uninstall IBM Tioli Monitoring. Use the following steps to remoe, but not uninstall, an offline managed system from the Naigator tree: 1. Click the Enterprise icon in the Naigator tree. 2. Right-click, and then click Workspace > Managed System Status. 3. Right-click the offline managed system, and select Clear offline entry. To uninstall the monitoring agent, use the procedure described in the IBM Tioli Monitoring Installation and Setup Guide. Unique names for monitoring components About this task If you hae multiple instances of a monitoring agent, you must decide how to name the monitoring agents. This name is intended to uniquely identify that monitoring agent. The agent's default name is composed of three qualifiers: Optional instance name Machine network host name Agent product node type An agent name truncation problem can occur when the network domain name is included in the network host name portion of the agent name. For example, instead of just the host name myhost1 being used, the resulting host name might be myhost1.acme.north.prod.com. Inclusion of the network domain name causes the agent name in the example aboe to expand to SERVER1:myhost1.acme.north.prod.com:KXX. This resulting name is 39 characters long. It is truncated to 32 characters resulting in the name SERVER1:myhost1.acme.north.prod. Chapter 3. Problems and workarounds 13

22 The agent name truncation is only a problem if there is more than one monitoring agent on the same system. In this case, the agent name truncation can result in collisions between agent products attempting to register using the same truncated name alue. When truncated agent names collide on the same system, this can lead to Tioli Enterprise Monitoring Serer problems with corrupted EIB tables. The agent name collision in the Tioli Enterprise Monitoring Serer might cause a registered name to be associated with the wrong product. In general, create names that are short but meaningful within your enironment. Use the following guidelines: Each name must be unique. One name cannot match another monitoring agent name exactly. Each name must begin with an alpha character. Do not use blanks or special characters, including $, #, Each name must be between 2 and 32 characters in length. Monitoring agent naming is case-sensitie on all operating systems. Create the names by completing the following steps: 1. Open the configuration file for the monitoring agent, which is located in the following path: On Windows: install_dir\tmaitm6\kproduct_codecma.ini. For example, the product code for the Monitoring Agent for Windows OS is NT file name for is KNTCMA.INI. On UNIX and Linux: install_dir/tmaitm6/product_code.ini and product_code.config. For example, the file names for the Monitoring Agent for UNIX OS is ux.ini and ux.config. 2. Find the line the begins with CTIRA_HOSTNAME=. 3. Type a new name for host name that is a unique, shorter name for the host computer. The final concatenated name including the subsystem name, new host name, and 3z, cannot be longer than 32 characters. Note: You must ensure that the resulting name is unique with respect to any existing monitoring component that was preiously registered with the Tioli Enterprise Monitoring Serer. 4. Sae the file. 5. Restart the agent. 6. If you do not find the files mentioned in Step 1, perform the workarounds listed in the next paragraph. If you do not find the files mentioned in the preceding steps, perform the following workarounds: 1. Change CTIRA_HOSTNAME enironment ariable in the configuration file of the monitoring agent. Find the K3zENV file in the same path mentioned in the preceding row. For z/os agents, find the RKANPAR library. For i5/os agents, find the QAUTOTMP/KMSPARM library in member KBBENV. 2. If you cannot find the CTIRA_HOSTNAME enironment ariable, you must add it to the configuration file of the monitoring agent: On Windows: Use the Adanced > Edit Variables option. On UNIX and Linux: Add the ariable to the config/product_code.ini file and to config/product_code.config files. On z/os: Add the ariable to the RKANPAR library, member Kproduct_codeENV. On i5/os: Add the ariable to the QAUTOTMP/KMSPARM library in member KBBENV. 3. Some monitoring agents (for example, the monitoring agent for MQ Series) do not reference the CTIRA_HOSTNAME enironment ariable to generate component names. Check the documentation for the monitoring agent that you are using for information on name generation. If necessary, contact IBM Software Support. 14 Microsoft Actie Directory agent Troubleshooting Guide

23 Remote deployment troubleshooting Problems can occur with remote deployment and remoal of agent software using the Agent Remote Deploy process. Table 5 contains problems and solutions related to remote deployment. Table 5. Remote deployment problems and solutions Problem While you are using the remote deployment feature to install the Microsoft Actie Directory agent, an empty command window is displayed on the target computer. This problem occurs when the target of remote deployment is a Windows computer. (For more information about the remote deployment feature, see the IBM Tioli Monitoring Installation and Setup Guide.) The remoal of a monitoring agent fails when you use the remote remoal process in the Tioli Enterprise Portal desktop or browser. Remote deployment feature does not work with IBM Tioli Monitoring In the "xxxagent.exe Properties" window, the following agent information is not updated: Copyright File Version Product Version Language Date Modified This problem occurs on both Windows 32-bit and 64-bit operating systems. Note: On Windows 2003 systems, the agent information is shown in the Version tab; howeer, on Windows 2008 systems, the agent information is shown in the Details tab. While configuring attributes for historical data collection in the History Collection Configuration window, if you select TEMS in the Collection Location field, the attribute group tables are not created in the Tioli Data Warehouse. This problem occurs only when TEMS is on z/os systems. Solution Do not close or modify this window. It is part of the installation process and is dismissed automatically. This problem might occur when you attempt the remote remoal process immediately after you restart the Tioli Enterprise Monitoring Serer. You must allow time for the monitoring agent to refresh its connection with the Tioli Enterprise Monitoring Serer before you begin the remote remoal process. IBM Tioli Monitoring Interim Fix 2 needs to be applied to enable remote deployment feature. There is no solution to this problem. In the History Collection Configuration window, select TEMA in the Collection Location field. Chapter 3. Problems and workarounds 15

24 Agent troubleshooting A problem can occur with the agent after it has been installed. Table 6 contains problems and solutions that can occur with the agent after it is installed. Table 6. Agent problems and solutions Problem When using the itmcmd agent commands to start or stop this monitoring agent, you receie the following error message: MKCIIN0201E Specified product is not configured. Solution Include the command option -o to specify the instance to start or stop. The instance name must match the name used for configuring the agent. For example:./itmcmd agent -o Test1 start 3z For more information about using the itmcmd commands, see the IBM Tioli Monitoring Command Reference. 16 Microsoft Actie Directory agent Troubleshooting Guide

25 Table 6. Agent problems and solutions (continued) Problem A configured and running instance of the monitoring agent is not displayed in the Tioli Enterprise Portal, but other instances of the monitoring agent on the same system are displayed in the portal. Solution IBM Tioli Monitoring products use Remote Procedure Call (RPC) to define and control product behaior. RPC is the mechanism that a client process uses to make a subroutine call (such as GetTimeOfDay or ShutdownSerer) to a serer process somewhere in the network. Tioli processes can be configured to use TCP/UDP, TCP/IP, SNA, and SSL as the protocol (or deliery mechanism) for RPCs that you want. IP.PIPE is the name gien to Tioli TCP/IP protocol for RPCs. The RPCs are socket-based operations that use TCP/IP ports to form socket addresses. IP.PIPE implements irtual sockets and multiplexes all irtual socket traffic across a single physical TCP/IP port (isible from the netstat command). A Tioli process deries the physical port for IP.PIPE communications based on the configured, well-known port for the hub Tioli Enterprise Monitoring Serer. (This well-known port or BASE_PORT is configured by using the 'PORT:' keyword on the KDC_FAMILIES / KDE_TRANSPORT enironment ariable and defaults to '1918'.) The physical port allocation method is defined as (BASE_PORT *N), where N=0 for a Tioli Enterprise Monitoring Serer process and N={1, 2,..., 15} for another type of monitoring serer process. Two architectural limits result as a consequence of the physical port allocation method: No more than one Tioli Enterprise Monitoring Serer reporting to a specific Tioli Enterprise Monitoring Serer hub can be actie on a system image. No more than 15 IP.PIPE processes can be actie on a single system image. A single system image can support any number of Tioli Enterprise Monitoring Serer processes (address spaces) if each Tioli Enterprise Monitoring Serer on that image reports to a different hub. By definition, one Tioli Enterprise Monitoring Serer hub is aailable per monitoring enterprise, so this architecture limit has been reduced to one Tioli Enterprise Monitoring Serer per system image. No more than 15 IP.PIPE processes or address spaces can be actie on a single system image. With the first limit expressed earlier, this second limitation refers specifically to Tioli Enterprise Monitoring Agent processes: no more than 15 agents per system image. Continued on next row. Chapter 3. Problems and workarounds 17

26 Table 6. Agent problems and solutions (continued) Problem Continued from preious row. After an attempt to restart the agents in the Tioli Enterprise Portal, the agents are still not running. Attributes do not allow non-ascii input in the situation editor. No performance data is displayed in workspace iews, no data is aailable for situations, and no data is aailable for historical logging. When you edit the configuration for an existing monitoring agent, the alues displayed are not correct. When editing a workspace, adding a query, or editing a query, the Add Attributes window does not list the newly added attributes by the agent. Solution This limitation can be circumented (at current maintenance leels, IBM Tioli Monitoring V6.1, Fix Pack 4 and later) if the Tioli Enterprise Monitoring Agent process is configured to use the EPHEMERAL IP.PIPE process. (This process is IP.PIPE configured with the 'EPHEMERAL:Y' keyword in the KDC_FAMILIES / KDE_TRANSPORT enironment ariable). The number of ephemeral IP.PIPE connections per system image has no limitation. If ephemeral endpoints are used, the Warehouse Proxy agent is accessible from the Tioli Enterprise Monitoring Serer associated with the agents using ephemeral connections either by running the Warehouse Proxy agent on the same computer or by using the Firewall Gateway feature. (The Firewall Gateway feature relays the Warehouse Proxy agent connection from the Tioli Enterprise Monitoring Serer computer to the Warehouse Proxy agent computer if the Warehouse Proxy agent cannot coexist on the same computer.) For UNIX, NetWare, or Windows, log on to the applicable system and perform the appropriate queries. None. Any attribute that does not include "(Unicode)" might support only ASCII characters. For example "Attribute (Unicode)" will support unicode but "Attribute" without "(Unicode)" might only support ASCII characters. When the Windows operating system detects a problem in one of its extensible performance monitoring DLL files, it marks the DLL as "disabled." Any DLL that is disabled cannot proide performance data through the Windows Performance Monitor interfaces (Perfmon or Performance Monitor APIs). This preents IBM Tioli Monitoring agents from gathering data supplied by the disabled DLL. For more information, see Microsoft Support Knowledge Base article at the following web address: default.aspx?scid=kb;en-us; Follow the Resolution instructions proided in this article (248993) to re-enable any performance monitoring extension DLL files disabled by Windows. Then, restart the monitoring agent. The original configuration settings might include non-ascii characters. These alues were stored incorrectly and result in the incorrect display. Enter new alues using only ASCII characters. To display all the aailable attributes follow the directions below: 1. Open the Query Editor. 2. Select the required naigator item to edit the required query or click on Create Query to create a new query. 3. The click Add Attributes to add required attributes. 18 Microsoft Actie Directory agent Troubleshooting Guide

27 Table 6. Agent problems and solutions (continued) Problem Tioli Enterprise Portal Serer shows different icon after creation of incoming realm trust as compared with outgoing trust for the same domain. LDAP Successful Bind attribute appears with alue 0 on portal though this attribute is absent in Perfmon on Windows 2003 system while it appears as Undefined on Windows 2008 system. If you are logged in to the Tioli Enterprise Portal as a domain user, Proxy Agent Serice stops working on IBM Tioli Monitoring V You see the Microsoft Actie Directory agent in a different logical iew on the Tioli Enterprise Portal, if you moe the agent from one site to another site. When you add or remoe instances from the following Perfmon objects, the Tioli Enterprise Portal does not display the updated list of instances: DFS Replication Connections DFS Replication Folders DFS Serice Volumes Perform the following steps to start the 64-bit agent: 1. Unconfigure the agent. 2. Reconfigure and start the agent. Solution The change in the icon is unaoidable as it is a part of the topology graph design. This icon represents an 'implied' node, since it has a relation to it (the To-From relation defined for the topology graph) and is not present in the node identifier column. Currently there is no workaround for this problem. Currently there is no workaround for this problem. Currently there is no workaround for this problem. Use the following steps to moe the Actie Directory agent from one site to another: 1. From the Tioli Management Serices window, stop the Microsoft Actie Directory agent. 2. On the Tioli Enterprise Portal, select the Actie Directory logical iew. 3. Right-click the serer that corresponds to the Microsoft Actie Directory agent that you want to moe and Select Clear offline entry. 4. Moe the Microsoft Actie Directory agent to the other site. 5. From the Tioli Management Serices window, start the Microsoft Actie Directory agent. 6. On the Tioli Enterprise Portal Actie Directory logical iew, click Update. Recycle the Microsoft Actie Directory agent after you add or remoe an instance from the following Perfmon objects: DFS Replication Connections DFS Replication Folders DFS Serice Volumes Perform the following steps to start the 64-bit agent: 1. Unconfigure the agent. 2. Reconfigure and start the agent. You hae installed a 64-bit agent of ITCAM for Microsoft Applications V6.2.3, on a computer that has preinstalled ITCAM for Microsoft Applications agents on the same computer. When you try to uninstall and reinstall the 64-bit agent of ITCAM for Microsoft Applications V6.2.3, on the computer, the 64-bit agent does not start automatically. If you hae installed the Microsoft Actie Directory agent V6.3 on a domain controller that has a domain name with 64 characters, the Take action commands do not work. Upgrade the IBM Tioli Monitoring Serer from ersion 6.2.2, Fix Pack 2 to ersion 6.2.3, Fix Pack 1. Chapter 3. Problems and workarounds 19

28 Table 6. Agent problems and solutions (continued) Problem You hae installed the Microsoft Actie Directory agent on your computer and configured historical data collection for the following attribute groups: Directory Serices Distributed file Replication Serice Volumes In the Configuration panel of the History Collection Configuration window, if you change the collection location of the Directory Serices attribute group in the Collection Location list from Tioli Enterprise Monitoring Agent to Tioli Enterprise Monitoring Serer or ice ersa, the following error message is displayed: KFWITM521E Collection: DS, cannot store data in the selected location, please select another collection location. Solution Stop the collection of historical data for the Directory Serices attribute group, and then change the location for data collection. Note: This problem does not occur on if you hae used IBM Tioli Monitoring 6.2.2, Fix Pack 7, V6.2.2, Fix Pack 8, or V6.2.3, Fix Pack 1. When you remotely install the monitoring agent, you cannot see the options to perform remote operations in the physical and logical iews of a naigator item on the Tioli Enterprise Portal. When you connect the Windows OS agent and the monitoring agent for the first time to Tioli Enterprise Monitoring Serer, the options to perform remote operations are aailable in the physical iew. Howeer, when you assign the logical iew to the managed system and update the logical iew, the options to perform remote operations disappear from the logical and physical iews of a naigator item. You hae enabled the self-describing agent feature for the Tioli Enterprise Portal Serer. When you upgrade the Microsoft Actie Directory agent support for Tioli Enterprise Portal Serer to ersion 6.3, the support files are not automatically upgraded to ersion 6.3. When you run the custom query that you created for the Remote Access workspace, incorrect alues are displayed for some attributes at the following locations on the Tioli Enterprise Portal: Properties panel of the Remote Access workspace Remote Access Serer iew of the Remote Access workspace Complete one of the following tasks to resole this problem: Use the command line interface to perform remote operations. Complete the following steps to resole this problem: 1. Stop the monitoring agent. 2. Remoe the entries for the agent from the logical and physical iews and update the naigator items. 3. Start the monitoring agent. Restart Tioli Enterprise Monitoring Agent or IBM Tioli Monitoring enironment. Upgrade the monitoring agent support manually to ersion 6.3 of Tioli Enterprise Portal Serer. After you run the custom query, refresh the Remote Access workspace. 20 Microsoft Actie Directory agent Troubleshooting Guide