Tivoli IBM Tivoli Monitoring for Messaging and Collaboration: Microsoft Exchange Server

Transcription

1 Tioli IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Version Problem Determination Guide SC

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3 Tioli IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Version Problem Determination Guide SC

4 Note Before using this information and the product it supports, read the information in Notices, on page 33. First Edition (July 2004) This edition applies to ersion 1, release 5, modification 2 of IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer and to all subsequent releases and modifications until otherwise indicated in new editions.

5 Contents Tables About this guide ii Who should read this guide ii Publications ii IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer library. ii Prerequisite publications iii Related publications iii Accessing publications online iii Ordering publications ix Accessibility ix Tioli technical training ix Conentions used in this guide ix Typeface conentions ix Operating system-dependent ariables and paths x Tioli command syntax x Chapter 1. Contacting IBM Software Support Determine the business impact of your problem..1 Describe your problem and gather background information Submit your problem to IBM Software Support...2 Searching knowledge bases Search the information center on your local system or network Search the Internet Obtaining fixes Chapter 2. Collecting trace information 5 Increasing resource model and task trace leels...5 Increasing object trace leels odstat wtrace and odadmin Increasing gateway and endpoint trace leels...7 Gateway traces Endpoint traces Increasing Tioli management region component trace leels Gathering local log files for IBM Software Support.8 Using the witmcollectsupportdata command...8 Using the MicrosoftExchangeSerer.pl script...8 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer trace files. 9 Endpoint trace files Gateway trace files Tioli management region serer trace files...10 Chapter 3. Troubleshooting problems 11 Tools for troubleshooting Known product limitations Resource model-specific troubleshooting Reachability and Mailbox Monitor resource models troubleshooting Queues and Message Volume resource models troubleshooting Troubleshooting task issues Troubleshooting problems with permissions or authentication Troubleshooting permission issues Troubleshooting authentication issues IBM Tioli Data Warehouse troubleshooting...17 Documentation Troubleshooting report problems Chapter 4. Understanding error, warning, and informational messages. 21 Message format Messages Appendix. Notices Trademarks Index iii

6 i IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

7 Tables 1. Problem seerity leels Tioli management region serer trace leels 7 3. Endpoint trace files Gateway trace files Tioli management region serer trace files Known problems and limitations

8 i IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

9 About this guide Who should read this guide Publications The IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Problem Determination Guide proides information about troubleshooting IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer, including error and informational messages, and information about trace and log files. This guide is for system administrators who monitor and manage Microsoft Exchange serers. Readers should be familiar with the following topics: Microsoft Exchange serer and serices and message routing Tioli management software Microsoft Windows operating systems IBM Tioli Data Warehouse (optional) IBM Tioli Enterprise Console (optional) This section lists publications in the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer library and any other related documents. It also describes how to access Tioli publications online, how to order Tioli publications, and how to submit comments on Tioli publications. IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer library The following publications are aailable in the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer library: IBM Tioli Monitoring for Messaging and Collaboration Installation and Setup Guide, GC Proides information about installing and configuring the IBM Tioli Monitoring for Messaging and Collaboration product. IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer User s Guide, SC Proides information about setting up and using the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer product to monitor Microsoft Exchange serers. IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Reference Guide, SC Proides information about the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer to monitor your Microsoft Exchange resource models, tasks, and commands. IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Warehouse Enablement Pack Implementation Guide, SC ii

10 Proides information about configuring the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Warehouse Enablement Pack to work with IBM Tioli Data Warehouse. Prerequisite publications To use the information in this book effectiely, you must hae some prerequisite knowledge of IBM Tioli Monitoring, which you can get from the following books: 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, 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: Microsoft Exchange Serer Administration Guide and other product documentation Tioli Management Framework User s Guide Tioli Enterprise Installation Guide Tioli Management Framework Reference Manual Tioli Enterprise Console Eent Integration Facility User s Guide Tioli Enterprise Console Reference Manual Tioli Enterprise Console Rule Builder s Guide IBM Tioli Business Systems Manager product documentation IBM Tioli 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 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. 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 M to access all of the IBM Tioli Monitoring product manuals. iii IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

11 Accessibility 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 in the form of technotes 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: Tioli technical training publications/cgibin/pbi.cgi You can also order by telephone by calling one of these numbers: In the United States: In Canada: In other countries, see the following Web site for a list of telephone numbers: Accessibility features help users with a physical disability, such as restricted mobility or limited ision, to use software products successfully. With this product, you can use assistie technologies to hear and naigate the interface. You can also use the keyboard instead of the mouse to operate most features of the graphical user interface. For additional information, see the Accessibility Appendix in the user s guide for this product. For Tioli technical training information, refer to the following IBM Tioli Education Web site: Conentions used in this guide 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 Lowercase commands and mixed case commands that are otherwise difficult to distinguish from surrounding text About this guide ix

12 Italic Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons, list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs, property sheets), labels (such as Tip:, and Operating system considerations:) Keywords and parameters in text Words defined in text Emphasis of words (for example, Use the word that to introduce a restrictie clause. ) New terms in text (except in a definition list) Variables and alues you must proide Monospace Code and other 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. For example, %TEMP% in Windows is equialent to $tmp in UNIX. Note: If you are using the bash shell on a Windows system, you can use the UNIX conentions. 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. x IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

13 { } 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 ix. 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. About this guide xi

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

16 Table 1. Problem seerity leels (continued) Seerity 3 Seerity 4 Some business impact: The program is usable with less significant features (not critical to operations) unaailable. Minimal business impact: The problem causes little impact on operations, or a reasonable circumention to the problem has been implemented. Describe your problem and gather background information When explaining a problem to IBM, be as specific as possible. Include all releant background information so that IBM Software Support specialists can help you sole the problem efficiently. To sae time, know the answers to these questions: What software ersions were you running when the problem occurred? Do you hae logs, traces, and messages that are related to the problem symptoms? IBM Software Support is likely to ask for this information. Can the problem be recreated? If so, what steps led to the failure? Hae any changes been made to the system? (For example, hardware, operating system, networking software, and so on.) Are you currently using a workaround for this problem? If so, please be prepared to explain it when you report the problem. Submit your problem to IBM Software Support Searching knowledge bases You can submit your problem in one of two ways: Online: Go to the Submit and track problems page on the IBM Software Support site ( Enter your information into the appropriate problem submission tool. By phone: For the phone number to call in your country, go to the IBM Software Support Web site ( and click the name of your geographic region. If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Wheneer possible, IBM Software Support proides a workaround for you to implement until the APAR is resoled and a fix is deliered. IBM publishes resoled APARs on the IBM product support Web pages daily, so that other users who experience the same problem can benefit from the same resolutions. For more information about problem resolution, see Searching knowledge bases and Obtaining fixes. If you hae a problem with your IBM software, you want it resoled quickly. Begin by searching the aailable knowledge bases to determine whether the resolution to your problem is already documented. 2 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

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

18 4 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

19 Chapter 2. Collecting trace information Diagnostic (or trace ) information can help you to identify the cause of a problem. IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer logs trace information using a number of different methods and in different locations, depending on the component of the product. The following sections discuss working with trace information: Increasing resource model and task trace leels Increasing object trace leels on page 6 Increasing gateway and endpoint trace leels on page 7 Increasing Tioli management region component trace leels on page 7 Gathering local log files for IBM Software Support on page 8 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer trace files on page 9 Increasing resource model and task trace leels Trace information for resource models and tasks is logged to a number of different places, depending on the source of the information. Information is logged from the natie proider, from the MAPI COM object, from the IBM Tioli Monitoring engine, and from the task itself. Use the following steps to increase tracing and logging output for tasks and resource models. Note: You cannot modify the logging leels for the WMI proider until after you discoer the Microsoft Exchange serer and distribute resource models. 1. Using the wdmtrceng command, increase the IBM Tioli Monitoring tracing leel to 3. For example: wdmtrceng e endpoint C:/Temp/itmtrc.log Note: If there is a space in the path for the log file (for example, C:\Program Files\logs), surround the file name and path with double quotation marks ( ). For example, c:\program Files\logs. 2. Stop and restart the IBM Tioli Monitoring engine on the endpoint by running the following commands from the Tioli management region serer: wdmcmd stop e endpoint wdmcmd restart e endpoint 3. Use the following steps on the endpoint to increase the debug leel and format for the WMI proider: a. Edit the $LCF_DATDIR/LCFNEW/CTY/config/ITMMSEXCHGpro.properties file. b. Change the ITMMSEXCHGpro.loggers.leel to DEBUG_MAX. c. Remoe the pound sign (#) in front of the handlers.tracefile.formattername=formatters.basicfmt line. d. Remoe the pound sign (#) in front of the formatters.basicfmt.classname=ccg_basicformatter line. e. Add a pound sign (#) in front of the handlers.tracefile.formattername=formatters.xmlfmt line. 5

20 Increasing object trace leels odstat f. Add a pound sign (#) in front of the formatters.xmlfmt.classname=ccg_xmlformatter line. 4. Use the following steps on the endpoint to increase the debug leel and format for the MAPI object: a. Edit the $LCF_DATDIR/LCFNEW/CTY/config/ITMMSEXCHGmapi.properties file. b. Change the ITMMSEXCHGmapi.loggers.leel to DEBUG_MAX. c. Remoe the pound sign (#) in front of the handlers.tracefile.formattername=formatters.basicfmt line. d. Remoe the pound sign (#) in front of the formatters.basicfmt.classname=ccg_basicformatter line. e. Add a pound sign (#) in front of the handlers.tracefile.formattername=formatters.xmlfmt line. f. Add a pound sign (#) in front of the formatters.xmlfmt.classname=ccg_xmlformatter line. Object trace information is used to diagnose Tioli object problems. This information is collected using one of the following commands: odstat or wtrace and odadmin. For complete information about these commands, see the Tioli Framework documentation. odstat is a Tioli command that reports a recent history of method calls on a managed node. To gather this information, run the following command, directing the output to a file: odstat > <filename>.log If you are collecting information for different objects, you might need to run this command on one or more managed nodes in your Tioli region. wtrace and odadmin wtrace is a Tioli command that reports information that is recorded by internal method traces. The wtrace command works in concert with the odadmin command to enable and report the internal trace information. Like odstat, these commands must be run on each managed node for which you want to gather detailed diagnostic information. Use the odadmin command to set the trace options required. The following example shows the trace options that are usually required: odadmin trace objcalls all You must run the odadmin command before running the wtrace command. To report the collected information, run the wtrace command with the following options, directing the output to a file: wtrace -jk $DBDIR > <filename>.log $DBDIR is the Tioli database directory, which you can set when you access your Tioli enironment. For information about accessing the Tioli enironment, see the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer User s Guide. 6 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

21 Increasing gateway and endpoint trace leels When you experience problems with endpoints, you might need to gather diagnostic information from the endpoint as well as the gateway that manages the endpoint. The following sections proide information about enabling higher leels of tracing and the files that contain this additional tracing information. Gateway traces Gateway tracing is enabled with the wgateway command. This command enables you to set trace leels from 1 (minimum) to 8 (maximum). For diagnosing problems, you might need to set the trace leel to 8. You can enable gateway tracing from any system in your Tioli region, but you can only access the resulting log files from the system on which the gateway resides. In the following example, the gateway trace leel for the tmr-gw gateway is set to the maximum, or 8: wgateway tmr-gw set_debug_leel 8 wgateway tmr-gw restart The gateway trace information is written to $DBDIR/gatelog file on the managed node. Note: When the maximum leel of tracing is enabled, the gatelog file can quickly become ery large. After you get the information you need to diagnose your problem, return the trace leel to 1 and restart the gateway. Endpoint traces Endpoint tracing is enabled by editing the $LCF_DATDIR/lcfd.cfg file on the endpoint. To change the trace leel, change the log_threshold line to log_threshold=3. You must restart the lcfd process for the change to take effect. Endpoint tracing is written to the $LCF_DATDIR/lcfd.log file. Increasing Tioli management region component trace leels There are three files that can be modified to increase the leel of logging for Tioli management region serer components. These properties files are located in the $BINDIR/../generic_unix/TME/MSEXCHG directory. Table 2. Tioli management region serer trace leels File Parameter Value change MSEXCHGGUI.properties MSEXCHGGUI.loggers.leel Change the parameter alue from the default of INFO to DEBUG_MAX or DEBUG_MIN. wxchregsr.properties wxchregsr.loggers.leel Change the parameter alue from the default of INFO to DEBUG_MAX or DEBUG_MIN. Chapter 2. Collecting trace information 7

22 Table 2. Tioli management region serer trace leels (continued) wxregsr.properties wxregsr.loggers.leel Change the parameter alue from the default of INFO to DEBUG_MAX or DEBUG_MIN. The Tioli management region serer component logs are in the wtemp/cty/logs directory on the Tioli management region serer. Use the wtemp bash command to change directories by entering the cd `wtemp`/cty/logs command the from a bash shell. Gathering local log files for IBM Software Support In certain situations, Software Support might request that you send log files with your problem report. Use the IBM Tioli Monitoring Component Serices witmcollectsupportdata command or the MicrosoftExchangeSerer.pl script to gather the log files located on local systems into an XML file that you can send to Software Support. Note: Because these processes might decrease endpoint response time, run them only at the request of a customer support representatie. Using the witmcollectsupportdata command Use the following steps to collect data with the witmcollectsupportdata command: 1. Obtain the object identification for the application proxy object by running the following command: wlookup ar MicrosoftExchangeSerer The output from this command is similar to the following: MATRIX22@matrix22-lcf MATRIX25@matrix25-lcf #MSEXCHG::MicrosoftExchangeSerer# #MSEXCHG::MicrosoftExchangeSerer# In this example, the object identification for MATRIX25@matrix25-lcf is , and the object identification for MATRIX22@matrix22-lcf is Run the following command: witmcollectsupportdata OBJECT LOGFILE [-CHECKDB] [-FULLLOGS] where OBJECT is the object identifier of an IBM Tioli Monitoring Component Serices object or an endpoint object and LOGFILE is the name of the data log file. CHECKDB, if specified, causes the wchkdb command to run against the system. FULLLOGS, if specified, generates the complete log, as opposed to the default (the last 1,000 lines logged). For example, running the following command collects the support data, in XML format, for the MATRIX25@matrix25-lcf application proxy object.: witmcollectsupportdata SupportData.xml Using the MicrosoftExchangeSerer.pl script Use the following steps to collect data with the MicrosoftExchangeSerer.pl script: 1. Obtain the object identification for the application proxy by running the following command: wlookup ar MicrosoftExchangeSerer 8 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

23 The output from this command is similar to the following: #MSEXCHG::MicrosoftExchangeSerer# #MSEXCHG::MicrosoftExchangeSerer# In this example, the object identification for is , and the object identification for is Run the MicrosoftExchangeSerer.pl script (located in the $BINDIR/../generic_unix/TME/APPLSVCS/SupportScripts/ directory on the Tioli management region serer). Use the following syntax: MicrosoftExchangeSerer.pl OBJECT OUTPUT CLASS where OBJECT is the object identification of the application proxy, OUTPUT is the name of the file to create, and CLASS is the class name of the application proxy object. For example: MicrosoftExchangeSerer.pl supportdata.txt \ MicrosoftExchangeSerer IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer trace files IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer proides the following trace files. Use these files to track system actiity and to help identify the root cause of a problem. Endpoint trace files The following trace files are located on the endpoint: Table 3. Endpoint trace files File name Location from $LCF_DATDIR/ Description trace.getexchgattr.log LCFNEW/CTY/logs Contains trace information from the discoery process. trace.ittmsexchgpro.log LCFNEW/CTY/logs Contains trace information from the natie proider for resource model and task interaction. trace.itmmsexchgmapi.log LCFNEW/CTY/logs Contains trace information from the MAPI COM object used for resource model and task interaction. runsinteg.log runisintegsh.log LCFNEW/CTY/logs Contain trace information about ISINTEG. Tmw2k.log LCFNEW/Tmw2k Contains trace information from resource models and the IBM Tioli Monitoring engine. Chapter 2. Collecting trace information 9

24 Gateway trace files The following trace files are located on the gateway: Table 4. Gateway trace files File name Location from wtemp/cty/ Description trace.msexchg_iew_properties_cb_.log logs Contains trace information from iewing object properties from the application proxy object. trace.msexchg_set_properties_cb_log logs Contains trace information from changing object properties from the application proxy object. trace.msexchgbase.log logs Contains trace information about access to the application proxy object code. Tioli management region serer trace files The following trace files are located on the Tioli management region serer: Table 5. Tioli management region serer trace files File name Location from wtemp/cty/ Description trace.discexchsrs.log logs Contains trace information from the main discoery process. trace.discsetattr.log logs Contains trace information from the portion of the discoery process when object attributes are set. 10 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

25 Chapter 3. Troubleshooting problems Tools for troubleshooting This chapter proides troubleshooting procedures that can help you determine the cause of problems you might be experiencing with IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer. The commands that you can use for troubleshooting are also documented. A good starting point for troubleshooting your problem is the known product limitations table. Use this table to determine if the problem you are experiencing is a product limitation. If it is not, go to the other sections of this chapter that proide detailed troubleshooting procedures and tips. The following topics are discussed in this chapter: Tools for troubleshooting Known product limitations Table 6. Known problems and limitations Known product limitations Reachability and Mailbox Monitor resource models troubleshooting on page 14 Troubleshooting task issues on page 15 Troubleshooting problems with permissions or authentication on page 16 IBM Tioli Data Warehouse troubleshooting on page 17 Use the following IBM Tioli Monitoring commands to collect, list, modify and erify data: witmcollectsupportdata Collects the log files from gateways and endpoints and stores the data in an XML file. wdmlseng Lists the status of resource models on an endpoint. wdmtrceng Modifies the tracing leel, file, and size for IBM Tioli Monitoring. wdmcheckprereq Checks the prerequisites on Windows endpoints. The following known problems and limitations exist for this product. Where possible, workaround information is also proided. Problem or limitation A memory leak occurs when resource models are in the failing state. Workaround or additional information Upgrade to IBM Tioli Monitoring with Fix Pack

26 Table 6. Known problems and limitations (continued) Problem or limitation Resource models fail with an Error or Missed Prereq state. Failed Enumerating Instances occurs in the Tmw2k.log file. Workaround or additional information Windows Management Instrumentation (WMI) might be corrupt. Use the following steps to address this problem: 1. Stop and restart the monitoring engine on the endpoint. Use the following commands: wdmcmd -e endpoint -stop wdmcmd -e endpoint -restart 2. Force the recreation of repository files by renaming the Wbem repository: a. Run the following command from a command line: net stop winmgmt b. Rename the %SystemRoot%\System32\Wbem\Repository directory. c. Run the following command from a command line: net start winmgmt 3. From the command line run the following commands from the %System Root%\system32\wbem directory: Mofcomp.exe n:root\cim2\applications\exchange \ wbemcons.mof Mofcomp.exe n:root\cim2\applications\exchange \ smtpcons.mof Note: If you do not hae the mofcomp.exe program, run the wmicons.exe program from the Microsoft Exchange Serer installation CD to get it. 4. Verify that the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer classes still still exist in WMI. (The preious step might remoe them.) If they are not present, use the following steps to add the classes to WMI: a. From a command line, change to the Tioli/lcf/bin/w32-ix86/mrt/MSEXCHG directory. b. Run the following commands: Mofcomp.exe DMXMSEXCHG_Proider.mof Mofcomp.exe DMXMSEXCHG_metrics.mof Note: If you receie unable to connect to class errors with an error code 0x e while running the aboe commands, you need to reregister the Microsoft Exchange Serer namespace and then repeat the aboe workaround: Run the following command from the command line: %systemroot%\system32\wbem\mofcomp.exe \ cd-rom:\setup\i386\exchange\exwmi.mof where cd-rom is the cd-rom letter drie; 12 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

27 Table 6. Known problems and limitations (continued) Problem or limitation Although Microsoft Exchange Serer supports installation on domain controllers in your Windows domain, this configuration can causes problems with IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer. Because Microsoft Exchange Serer requires that Actie Directory be implemented on the Windows domain, domain controllers do not hae Local Users and Groups, which is required for IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer setup. The product user s guide instructs you to use Local Users and Groups to make the user that you create a local administrator. In double-byte character set (DBCS) languages, an eent is displayed correctly in IBM Tioli Enterprise Console but is displayed corrupted after the eent is forwarded to IBM Tioli Business Systems Manager. In Japanese DBCS enironments, IBM Tioli Enterprise Console messages related to the Network News Transport Protocol (NNTP) serice from Eent 420 and 421 are displayed incorrectly when sent as indications from the Microsoft Exchange Serer Logs resource is displayed instead of the name of the endpoint, is displayed instead of the serice name (NNTPSVC). Workaround or additional information Use the following procedure to grant sufficient authority to the user: 1. Open the System Manager by clicking Start Programs Microsoft Exchange Actie Directory Users and Computers. 2. Double-click Domain Admins. 3. Click the Members tab. 4. Click Add. 5. For Windows 2000 domain controllers: a. Ensure that the Look in field in the Select User or Contact box is set to the domain you are configuring. b. Double-click the user you created for IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer. c. Click OK. 6. For Windows 2003 domain controllers: a. Type the name of the user you created for IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer in the text box. b. Click Check Name. The serer erifies the name of the user. The name is displayed underlined after it is erified. c. Click OK. 7. Click OK. You can correct this corruption by changing the configuration of IBM Tioli Enterprise Console. Use the following steps: 1. Open the $BINDIR/TME/TEC/.tec_config file in a text editor. 2. Locate the following line: #tec_exectask_dbcs=true 3. If the line exists in the file, delete the pound sign (#) from the line. 4. If the line does not exist, add the following line to the file: tec_exectask_dbcs=true 5. Sae and close the file. 6. Stop and restart IBM Tioli Enterprise Console. This is a limitation related to IBM Tioli Monitoring, There is no workaround. Chapter 3. Troubleshooting problems 13

28 Table 6. Known problems and limitations (continued) Problem or limitation The same MAPI profile cannot be used for both Microsoft Outlook and IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer. Microsoft Outlook creates a MAPI profile for each Actie Directory user that logs in. By default the profile created has the name of the user and you cannot change that name. If Microsoft Outlook is configured to connect to the same mailbox as IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer, the MAPI profile has the same name as the Tioli user. Note: This scenarios occurs only on computers with both Microsoft Exchange Serer and Microsoft Outlook installed. Workaround or additional information If at the launch of Microsoft Outlook, the same MAPI profile that was used for IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer is selected for Microsoft Outlook, use the following steps to address this issue: 1. Verify the Microsoft Outlook and IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer MAPI profile name. 2. Create a new MAPI profile for IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer. See Reachability and Mailbox Monitor resource models troubleshooting for information about creating a new profile. Note: When creating a MAPI profile, ensure that there are no white-space characters in the name. White-space characters cause the Mailbox Monitors resource model to go to error state and mailbox information tasks to fail. If the problem persists after you create a separate profile for IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer, use the Profile Manager to delete the existing profile that is used for Microsoft Outlook. The next time you launch Microsoft Outlook, click New when prompted to specify a profile. Create a new profile for Microsoft Outlook. In a Simplified Chinese installation of IBM Tioli Monitoring 5.1.2, if a profile name contains Simplified Chinese characters, no IBM Tioli Eent Console eents are sent. IBM Tioli Monitoring uses bash to run some commands; howeer bash is not fully globalized and does not perform all functions correctly. Do not use the dollar sign ($) in passwords for the users used by IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer. There is no workaround. IBM Tioli Monitoring interprets the dollar sign as an enironment ariable. There is no workaround. Resource model-specific troubleshooting The following sections proide information about troubleshooting problems with specific resource models. Reachability and Mailbox Monitor resource models troubleshooting The Reachability and Mailbox Monitors resource models require the ability to communicate with endpoints. This communication is facilitated with a MAPI profile. If that profile is corrupt, the resource models go into a failing state because they cannot reach endpoints. The most direct method to address problems with a MAPI profile is to delete it and reset it. Use the following steps to delete and recreate a MAPI profile: 1. On the endpoint that cannot be reached, open the Profile Manager utility (profman). 2. Select the profile and click the delete icon (the X). 14 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

29 3. Click New Profile. 4. Type a name for the new profile and click OK. Use a name that identifies the purpose of this profile, such as Tioli Profile. 5. Select the empty profile that you created and click New Serice. 6. Select MSEMS and click OK. 7. Type the name of the Microsoft Exchange serer and user name in the serer and user fields. 8. Click OK. 9. Complete the necessary information about the Microsoft Exchange serer and mailbox. 10. Click Check Name to alidate the serer and mailbox names. If the names are alid, they are displayed as underlined. 11. Click OK. If the resource models continue in a failing state, see Troubleshooting problems with permissions or authentication on page 16 for additional troubleshooting procedures. Queues and Message Volume resource models troubleshooting The Queues and Message Volume resource models require communication with the Message Transfer Agent (MTA) and go into a Missed Prereq state if they cannot communicate with MTA. Troubleshooting task issues To determine if a communication problem is causing the Missed Prereq state, check the Application Eent Log for eent 2219: The MTA is running recoery on the internal message database because the MTA was not shut down cleanly. This operation may take some time. Status updates will be written to the Windows 2000 Eent Log. This problem can occur if the computer is shut down unexpectedly or improperly (for example, because of a sudden loss of power). When the computer is restarted, the IBM Tioli Monitoring engine starts automatically and the resource models begin processing. Howeer, if this happens before the MTA serice restarts, the resource models go into the Missed Prereq state. To sole the problem, ensure that the MTA serice is running and redistribute the resource models. When the message Error accessing proider data. Return code = XXX is displayed in the task standard output, it is an indication that there is a problem with the configuration of the Microsoft Exchange Serer Application Proxy object. Possible alues for the return code are: 256 Indicates that the proider did not find the user that the application proxy object is configured to use. Use the following steps to troubleshoot task issues related to configuration: 1. Verify that you can log on to the Microsoft Exchange Serer as this user. 2. Verify that you completed the configuration steps in the Configuring Microsoft Exchange serers to communicate with IBM Tioli Chapter 3. Troubleshooting problems 15

30 Monitoring for Messaging and Collaboration: Microsoft Exchange Serer section of the IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer User s Guide Indicates that the proider successfully contacted the user but did not retriee data because of authentication issues. Use the following steps to troubleshoot task issues related to authentication: 1. Verify that the application proxy object is configured with the correct password. 2. Very that the MAPI profile is configured correctly. 3. Verify that the user has administratie rights on the local machine. Troubleshooting problems with permissions or authentication Problems can occur with resource models and tasks because of incorrect permission settings and problems authenticating with Microsoft Exchange Serer. Use the following sections to determine if permissions or authentication issues are causing your tasks and resource models to fail. Resource models and tasks use the natie proider for access to the Microsoft Exchange serer. For task issues, iew the proider and MAPI logs. For resource model issues, iew the trace, proider, and MAPI logs. Refer to Chapter 2, Collecting trace information, on page 5 for additional trace information. Troubleshooting permission issues Use the following steps to ensure that the Tioli administrator has the appropriate permissions in Actie Directory and on the serer where Microsoft Exchange Serer is running: 1. Verify that the user has the required properties: a. Open the Exchange System Manager. b. Right-click the top leel of the Microsoft Exchange enironment tree and click Delegate Control. c. Click Next. d. Verify that the user is in the Users and Groups box. If it is not, add it. 2. Verify that the user has local administrator rights on the system where Microsoft Exchange Serer is installed: a. Right-click My Computer on the computer desktop and click Manage. b. Expand Local Users and Groups. c. Click Groups. d. Double-click Administrators to display the Administrators Properties window. e. Verify that the user is listed under Members. If it is not, add it. Troubleshooting authentication issues Authentication issues can occur when the application proxy object is not configured after discoery, is configured incorrectly, or the Exchange User/Mailbox is set up incorrectly. Authentication issues for resource models present themseles as a resource model in Failing 7 state. Tasks report authentication issues in the output window. After the application proxy object is configured properly, you must re-distribute the resource model. 16 IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer: Problem Determination Guide

31 Use the following steps to troubleshoot connectiity issues related to authentication. 1. Increase the tracing leels for IBM Tioli Monitoring, the natie proider, and the MAPI object. See Increasing resource model and task trace leels on page 5 to setting trace leels. 2. Edit the properties of one of the application proxy objects that represents a Microsoft Exchange serer. Right-click the object and click Edit Properties. 3. Change the Username to a new alue and click Update. 4. Distribute a resource model to the endpoint for which you just changed the property. See the user s guide for information about distributing resource models. Note: Do not distribute the Logs or Aailability resource models in order to erify authentication issues. These resource models do not connect to the Microsoft Exchange serer and run properly despite haing inalid authentication parameters. 5. After the resource model completes a monitoring cycle, run the following command to check the status of resource models on the endpoint: wdmlseng -e endpoint where endpoint is the label of the endpoint for which you changed the property. If an authentication problem exists, the command output resembles the following: IRON-EX2KDEV2@iron-ex2kde2.MSExchangeSererHealth#Tin-region Microsoft_Exchange_Serer_Space_Usage:Failing(7) Microsoft_Exchange_Serer_Queues:Failing(7) Microsoft_Exchange_Serer_Logs:Running Microsoft_Exchange_Serer_Mailbox_Monitors:Failing(7) Microsoft_Exchange_Serer_Aailability:Running Microsoft_Exchange_Serer_Message_Volume:Failing(7) Microsoft_Exchange_Serer_Reachability:Failing(7) 6. On the endpoint, open the trace.itmmsexchgpro.log file (located in the $LCF_DATDIR/LCFNEW/CTY/logs directory). Look for the following lines: ITMMSEXCHGpro Logon with userid: UserName, password: XXXX, \ domain: domainname ITMMSEXCHGpro LogonUser Logon failure: unknown user name or bad password 7. Open the IBM Tioli Monitoring trace log (located in the directory determined by the wdmtrceng command). Look for the getproiderrc entered line for any of the failing resource models. Error codes and other proider information are returned in the log file that help troubleshoot any problems. IBM Tioli Data Warehouse troubleshooting The IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Warehouse Enablement Pack enables the IBM Tioli Data Warehouse to create reports about Microsoft Exchange serer resources. Use the following information to troubleshoot the creation of IBM Tioli Data Warehouse reports. Documentation The following documentation is useful for troubleshooting problems with IBM Tioli Data Warehouse. Unless otherwise noted, this information is aailable in the online Tioli Information Center. IBM Tioli Monitoring for Messaging and Collaboration: Microsoft Exchange Serer Version Warehouse Enablement Pack, Version 1.2.0, Implementation Guide for Chapter 3. Troubleshooting problems 17