IBM Tivoli Composite Application Manager for Microsoft Applications: Microsoft Exchange Server Agent Fix Pack 10. Troubleshooting Guide IBM

Transcription

1 IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Exchange Serer Agent Fix Pack 10 Troubleshooting Guide IBM

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3 IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Exchange Serer Agent Fix Pack 10 Troubleshooting Guide IBM

4 Note Before using this information and the product it supports, read the information in Notices on page 31 This edition applies to ersion of IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Exchange Serer Agent (product number 5724-U17) and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM Corporation 2007, US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents Tables Chapter 1. Troubleshooting basics... 1 Chapter 2. Trace logging Oeriew of log file management Principal trace log files Viewing trace logs Examples of trace logging Setting RAS trace parameters Chapter 3. Problems and workarounds 11 Installation and configuration troubleshooting Unique names for monitoring components Remote deployment troubleshooting Agent troubleshooting Workspace troubleshooting Situation troubleshooting Take Action commands troubleshooting Tioli Common Reporting troubleshooting Chapter 4. Support information Appendix. ITCAM for Microsoft Applications documentation library.. 29 Prerequisite publications Related publications Tioli Monitoring Community on Serice Management Connect Other sources of documentation Notices Trademarks Terms and conditions for product documentation.. 33 IBM Online Priacy Statement Index Copyright IBM Corp. 2007, 2016 iii

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7 Tables 1. Information to gather before contacting IBM Software Support Trace log files for troubleshooting agents Log files for the attribute groups 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 Take Action commands problems and solutions Tioli Common Reporting for Microsoft Exchange Serer agent problems and solutions. 24 Copyright IBM Corp. 2007, 2016

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9 Chapter 1. Troubleshooting basics To troubleshoot a problem, gather information about the problem for IBM Software Support, use logging data, and consult the lists of identified problems and workarounds. For general troubleshooting information, see the IBM Tioli Monitoring Troubleshooting Guide. For other problem-soling options, see Chapter 4, Support information, on page 27. 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). The following actiities can help you find a solution to the problem you are haing: Gathering product information for IBM Software Support Using logging on page 2 Consulting the lists of identified problems and workarounds on page 2 Gathering product information for IBM Software Support Before contacting IBM Software Support about a problem you are experiencing with this product, gather the information shown in Table 1. Table 1. Information to gather before contacting IBM Software Support Information type Log files Description Collect trace log files from failing systems. Most logs are located in a logs subdirectory on the host computer. See Table 2 on page 4 for lists of all trace log files and their locations. For general information about the IBM Tioli Monitoring enironment, see the Tioli Enterprise Portal User's Guide. Microsoft Exchange Serer information Operating system Messages Version numbers for IBM Tioli Monitoring Screen captures (UNIX systems only) Core dump files Version number and patch leel 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. Microsoft Exchange Serer agent Screen captures of incorrect output, if any If the system stops on UNIX systems, collect the core dump file from the install_dir/bin directory, where install_dir is the directory where you installed the monitoring agent. You can use the pdcollect tool to collect the most commonly used information from a system. This tool gathers log files, configuration information, ersion information, and other data. For more information about using this tool, see pdcollect tool in the IBM Tioli Monitoring Troubleshooting Guide. Copyright IBM Corp. 2007,

10 For information about working with IBM Software Support, see IBM Support Portal Serice Requests and PMRs ( Software_support_(general)). Using logging Logging is the primary troubleshooting feature in the monitoring agent. Logging refers to the text messages and trace data that is generated by the 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. Consulting the lists of identified problems and workarounds Known problems are organized into types such as those in the following list to make them easier to locate: Installation, configuration, uninstallation Remote deployment Agent Workspace Situation Take Action commands Discoery Library Adapter Tioli Common Reporting See Chapter 3, Problems and workarounds, on page 11 for information about symptoms and detailed workarounds for these types of problems. For general troubleshooting information, see the IBM Tioli Monitoring Troubleshooting Guide. 2 Microsoft Exchange Serer agenttroubleshooting 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. See the following sections to learn how to configure and use trace logging: Principal trace log files Viewing trace logs on page 5 Setting RAS trace parameters on page 7 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 Log files hae naming conentions. Principal trace log files 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 Microsoft Exchange Serer agent, the product code is ex. 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 on page 6 for details of log rolling. Principal trace log files Trace log files are located on arious systems. Copyright IBM Corp. 2007,

12 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. On the Tioli Enterprise Monitoring Serer 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 as hostname_ex_program_timestamp-nn.log The logs are aailable in the following directories: For the 32-bit agent: install_dir\tmaitm6\logs For the 64-bit agent: install_dir\tmaitm6_x64\ logs Note: File names for RAS1 logs include a hexadecimal time stamp. The *.LG0 file is located in the install_dir\tmaitm6\logs path. On UNIX: The candle_installation.log file in the install_dir/logs path. On Windows: The IBM Tioli Monitoring timestamp.log file in the install_dir\installitm path. Unlike RAS1 log files, the name of the file displays a decimal time stamp. * The configuration log file for the Warehouse Proxy agent is located in the following path depending on the operating system that you are using: Windows: install_dir\installitm\ Warehouse_Configuration.log UNIX: install_dir\logs\khdcfg.log The RAS1 log file is named hostname_ms_timestamp-nn.log and is located in the following path: On Windows: install_dir\logs Note: File names for RAS1 logs include a hexadecimal time stamp Description Traces actiity of the monitoring agent. Note: Other logs, such as logs for collector processes and Take Action commands (if aailable), hae a similar syntax and are located in this directory path. 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. 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. 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. 4 Microsoft Exchange Serer agenttroubleshooting Guide

13 Table 2. Trace log files for troubleshooting agents (continued) System where log is located File name and path Description On the Tioli Enterprise Portal Serer See Definitions of ariables for descriptions of the ariables in the file names in column two. Definitions of ariables: 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. The TEPS_ODBC.log file is located in the following path on Windows: install_dir\installitm. Traces actiity on the portal serer. When you enable historical reporting, this log file traces the status of the warehouse proxy agent. timestamp is a time stamp with a format that includes year (y), month (m), day (d), hour (h), and minute (m), as follows: yyyymmdd hhmm HEXtimestamp is a hexadecimal representation of the time at which the process was started. 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 system, the monitoring agent, or the portal. instance refers to the name of the database instance that you are monitoring. instance_name refers to the name of the agent instance. hostname refers to the name of the computer on which the IBM Tioli Monitoring component runs. nn represents the circular sequence in which logs are rotated. this alue includes a range from 1-5, by default. The first is always retained because it includes configuration parameters. productcode specifies the product code, for example, um for Uniersal Agent or nt for Windows systems. 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. Viewing trace logs 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. About this task This task proides information about iewing trace logs. Procedure On Windows, you can use the following method to iew trace logs: 1. In the WindowsStart 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. Chapter 2. Trace logging 5

14 Note: The iewer conerts time stamps in the logs to a readable format. Examples of trace logging For example, if a Microsoft Exchange Serer monitoring agent is running on a serer "serer01", the RAS log file for the Microsoft Exchange Serer agent might be named as follows: serer01_ex_kexcma_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 kexcma program might hae a series of log files as follows: serer01_ex_kexcma_437fc59-01.log serer01_ex_kexcma_437fc59-02.log serer01_ex_kexcma_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 Exchange Serer agent is started twice, it might hae log files as follows: serer01_ex_kexcma_437fc59-01.log serer01_ex_kexcma_437fc59-02.log serer01_ex_kexcma_437fc59-03.log serer01_ex_kexcma_537fc59-01.log serer01_ex_kexcma_537fc59-02.log serer01_ex_kexcma_537fc59-03.log Each program that is started has its own log file. For example, the Microsoft Exchange Serer agent has the agent logs in this format: serer01_ex_kexcma_437fc59-01.log Other logs, such as logs for agent configuration window and Take Action commands, hae a similar syntax as in the following example: serer01_ex_stopexchangeserices_447fc59-01.log where stopexchangeserices is the program name. When the agent sends mail to the Exchange users to check their reachability, the following log file is generated: PS0313_ex_kexsend _4c0e42bd-01.log Note: The log file is generated only in Exchange Serer When the message tracking collection is enabled, the following log file is generated: serer01_ex_kexmsgtrklogcollector_522f104b-01.log where KexMsgTrkLogCollector 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. Microsoft Exchange Serer agent stores data for the attribute groups in a log file. This log file is used to display the data on the Tioli Enterprise Portal. The log files for the attribute groups are listed in the following table. 6 Microsoft Exchange Serer agenttroubleshooting Guide

15 Table 3. Log files for the attribute groups Attribute group MS Exchange Reachability attribute group MS Exchange Mailbox Detail attribute group MS Exchange IS Priate attribute group MS Exchange IS Public attribute group MS Exchange Role Topology attribute group MS Exchange Mailbox Serer Cluster State attribute group MS Exchange NLB Status attribute group MS Exchange Public Folder Detail attribute group MS Exchange Replication MS Exchange IS Store MS Exchange Statistics MS Exchange Non Deliery Reports MS Exchange Oersized Count MS Exchange Oersized Details Log file MailBox_Reachability_Results.log MailBox_Details.log Note: This log file is generated by the mbxsdetails2010.ps1 script only on Microsoft Exchange Serer Mseispri_history.log mbxstorestate2007.log mbxstorestate2010.log Mseispub_history.log topology_details.log clustermailboxsererstate.log nlbstatus.log PublicFolderDetails2010.log Note: This log file is generated by the PublicFolderDetails2010.ps1 script only on Microsoft Exchange Serer 2010.PublicFolderDetails2013.log Note: This log file is generated by the PublicFolderDetails2013.ps1 script only on Microsoft Exchange Serer StorageGroupCopyStatus.log Note: This log file is generated by the StorageGroupCopyStatus.ps1 script only on Microsoft Exchange Serer MailboxDatabaseCopyStatus.log Note: This log file is generated by the MailboxDatabaseCopyStatus.ps1 script only on Microsoft Exchange Serer 2010, or later. mseisstr_history.txt and mbxstorestate2013.ps1 Stat.log, MSGTRKXML.xml, and MSGTRKXML_temp.xml Note: These log files are generated by the KexMsgTrkLogCollector.exe application. NDRReport.log, MSGTRKXML.xml, and MSGTRKXML_temp.xml Note: These log files are generated by the KexMsgTrkLogCollector.exe application. Oersize Count.log Note: These log files are generated by the KexMsgTrkLogCollector.exe application. Oersize Count.log Note: These log files are generated by the KexMsgTrkLogCollector.exe application. Setting RAS trace parameters Pinpoint a problem by setting detailed tracing of indiidual components of the monitoring agent and modules. Chapter 2. Trace logging 7

16 Before you begin 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 are managing log file generation. About this task Microsoft Exchange Serer agent uses RAS1 tracing and generates the logs described in Table 2 on page 4. The default RAS1 trace leel is ERROR. RAS1 tracing has control parameters to manage the size and number of RAS1 logs. Use the procedure described in this section to set the parameters. Note: The KBB_RAS1_LOG parameter also proides 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. Specify RAS1 trace options in the KEXENV file. You can manually edit the configuration file to set trace logging: 1. Open the trace options file:install_dir\tmaitm6\kexenv. 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:kex ALL) (UNIT:kra ALL) (UNIT:knz ALL) 3. Edit the line that begins with KBB_RAS1_LOG= to manage the generation of log files: Edit the following parameters to adjust the number of rolling log files and their size. MAXFILES: the total number of files that are to be kept for all startups of a gien program. Once this alue is exceeded, the oldest log files are discarded. Default alue is 9. LIMIT: the maximum size, in megabytes (MB) of a RAS1 log file. 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. Default alue is 3. PRESERVE: the number of files that are not to be reused in the rolling cycle of one program startup. 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. Procedure (Windows only) Alternate method to edit trace logging parameters: 1. Open the Manage Tioli Enterprise Monitoring Serices window. 2. Right-click the icon of the monitoring agent whose logging you want to modify. 3. Select Adanced > Edit Trace Parms. The Tioli Enterprise Monitoring Serer Trace Parameters window is displayed. 4. Select a new trace setting in the pull-down menu in the Enter RAS1 Filters field or type a alid string. The selections are as follows: No error tracing. KBB_RAS1=-none General error tracing. KBB_RAS1=ERROR 8 Microsoft Exchange Serer agenttroubleshooting Guide

17 Intensie error tracing. KBB_RAS1=ERROR (UNIT:kex ALL) Maximum error tracing. KBB_RAS1=ERROR (UNIT:kex ALL) (UNIT:kra ALL) (UNIT:knz ALL) Note: As this example shows, you can set multiple RAS tracing options in a single statement. 5. Modify the alue for Maximum Log Size Per File (MB) field to change the log file size (changes LIMIT alue). 6. Modify the alue for Maximum Number of Log Files Per Session field to change the number of logs files per startup of a program (changes COUNT alue). 7. Modify the alue for Maximum Number of Log Files Total field to change the number of logs files for all startups of a program (changes MAXFILES alue). 8. (Optional) Select Y (Yes) in 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. Note: The KDC_DEBUG setting and the Maximum error tracing setting can generate a large amount of trace logging. Use them only temporarily, while you are troubleshooting problems. Otherwise, the logs can occupy excessie amounts of hard disk space. 9. Click OK. You see a message reporting a restart of the monitoring agent so that your changes take effect. What to do next Monitor the size of the logs directory. Default behaior can generate a total of 45 to 60 MB for each agent that is running on a computer. For example, each Exchange Serer that you monitor could generate 45 to 60 MB of log data. See the "Procedure" section to learn how to adjust file size and numbers of log files to preent logging actiity from occupying too much disk space. Regularly prune log files other than the RAS1 log files in the logs directory. Unlike the RAS1 log files which are pruned automatically, other log types can grow indefinitely, for example, the logs in Table 2 on page 4 that include a process ID (PID). Consider using collector trace logs (described in Table 2 on page 4) as an additional source of troubleshooting information. Note: The KDC_DEBUG setting and the Maximum error tracing setting can generate a large amount of trace logging. Use them only temporarily, while you are troubleshooting problems. Otherwise, the logs can occupy excessie amounts of hard disk space. Chapter 2. Trace logging 9

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19 Chapter 3. Problems and workarounds The known problems and workarounds are organized into types of problems that might occur with an agent, for example installation and configuration problems and workspace problems. 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). For general troubleshooting information, see the IBM Tioli Monitoring Troubleshooting Guide. Installation and configuration troubleshooting Problems can occur during installation, configuration, and uninstallation of the agent. See Table 4 and Table 5 on page 13 for information about these problems and solutions. Table 4. 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. A problem can occur when you install and configure a new monitoring agent on a computer where other agents are running as described in this example: Agents are running on a computer and communicating with a Tioli Enterprise Monitoring Serer, called TEMS1. You install a new agent on the same computer and you want this agent to communicate with a different monitoring serer, called TEMS2. When you configure the new agent to communicate with TEMS2, all the existing agents are reconfigured to communicate with TEMS2. 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. You must reconfigure the preiously existing agents to restore their communication connection with TEMS1. For example, you can right-click the row for a specific agent in the Manage Tioli Enterprise Monitoring Serices, and select Reconfigure. For more information about reconfiguration, see the IBM Tioli Monitoring Installation and Setup Guide. Copyright IBM Corp. 2007,

20 Table 4. Problems and solutions for installation and configuration (continued) Problem Diagnosing problems with product browse settings (Windows systems only). Solution 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. A message similar to "Unable to find running CMS on CT_CMSLIST" in the log file is displayed. The system is experiencing high CPU usage. If requested, you can forward this file to IBM Software Support for analysis. 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. Agent process: View the memory usage of the KEXCMA process. If CPU usage seems to be excessie, restart the monitoring agent. 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. Network cards: The network card configurations can decrease the performance of a system. Each stream of packets that a network card receies (assuming that it is a broadcast or destined for the under-performing system) must generate a CPU interrupt and transfer the data through the I/O bus. If the network card in question is a bus-mastering card, work can be offloaded and a data transfer between memory and the network card can continue without using CPU processing power. Bus-mastering cards are 32-bit and are based on PCI or EISA bus architectures. Specify the account information in the domain\user format. 12 Microsoft Exchange Serer agenttroubleshooting Guide

21 Table 4. Problems and solutions for installation and configuration (continued) Problem 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) When starting the Microsoft Exchange Agent two popup windows are displayed. The first window displays a message similar to Serice did not respond to the start or control request in a timely fashion. The second window displays a message similar to Unable to start serice, see Eent Log for information. Solution No action is required. You can ignore this message and continue with the installation. This can happen on Microsoft Exchange Serer 2007 when the serice has failed to start because MAPI32.dll was not found. Install the MSExchangeMAPIcdo, MAPI, and CDO support for Microsoft Exchange Serer 2007 from the Microsoft Support website ( downloads/details.aspx?familyid=e17e7f31-079a-43a9- BFF2-0A E&displaylang=en). Table 5. General problems and solutions for uninstallation Problem On Windows systems, uninstallation of IBM Tioli Monitoring fails to uninstall the entire enironment. 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. Chapter 3. Problems and workarounds 13

22 Table 5. General problems and solutions for uninstallation (continued) Problem The way to remoe inactie managed systems (systems whose status is OFFLINE) from the Naigator tree in the portal is not obious. Solution 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 IBM Tioli Monitoring automatically creates a name for each monitoring component by concatenating the host name and product code separated by a colon (hostname:ex). When you monitor a multinode system, such as a database, IBM Tioli Monitoring adds a subsystem name to the concatenated name, typically a database instance name. The length of the name that IBM Tioli Monitoring generates is limited to 32 characters. IBM Tioli Monitoring might not be able to generate a unique name for monitoring components due to the truncation of names that the product automatically generates. Truncation can result in multiple components haing the same 32-character name. About this task This task proides information about resoling the problem of generating the unique names for the monitoring components. Procedure To resole this problem, shorten the hostname portion of the name as follows: 1. Open the configuration file for the monitoring agent: install_dir\tmaitm6\kexcma.ini 2. Find the line that begins with CTIRA_HOSTNAME= 3. Replace the existing string (which includes a ariable and type parameter) with a unique, shorter name for the host computer. The final concatenated name including the new host name and EX, 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. 14 Microsoft Exchange Serer agenttroubleshooting Guide

23 Remote deployment troubleshooting Problems can occur with remote deployment and remoal of agent software using the Agent Remote Deploy process. Table 6 contains problems and solutions related to remote deployment. Table 6. Remote deployment problems and solutions Problem While you are using the remote deployment feature to install the Microsoft Exchange Serer 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. When you remotely deploy the Exchange Serer agent V6.3 from the Tioli Enterprise Portal, the agent does not display the data for MS Exchange Is Priate attribute group and MS Exchange IS Public attribute group. 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. Restart the agent after remote deployment completes. Agent troubleshooting A problem can occur with the agent after it has been installed. Table 7 contains problems and solutions that can occur with the agent after it is installed. Table 7. Agent problems and solutions Problem Log data accumulates too rapidly. Solution Check the RAS trace option settings, which are described in Setting RAS trace parameters on page 7. The trace option settings that you can set on the KBB_RAS1= and KDC_DEBUG= lines potentially generate large amounts of data. Chapter 3. Problems and workarounds 15

24 Table 7. Agent problems and solutions (continued) Problem You hae configured the monitoring agent ersion 6.3 on the Tioli Enterprise Monitoring Serer by using the self-describing agent feature. You are using IBM Tioli Monitoring ersion or ersion Fix Pack 1. On the Tioli Enterprise Portal, if you open a situation by using the Situation Editor and iew the adance options for the situation, you can see <none selected> in the Display Item window. Performance Data is not retrieed for some Windows-based agents. Solution Recycle the Tioli Enterprise Portal Serer. Complete the following steps to recycle the Tioli Enterprise Portal Serer on Windows systems: 1. On the computer where the Tioli Enterprise Portal Serer is installed, click Start > Programs > Manage Tioli Enterprise Monitoring Serices. 2. Right-click the Tioli Enterprise Portal Serer serice and click Recycle. To recycle the Tioli Enterprise Portal Serer on UNIX systems, use the following commands from the bin directory of /opt/ibm/itm (or where you hae installed IBM Tioli Monitoring) in the order shown below:./itmcmd agent stop cq./itmcmd agent start cq The Microsoft Exchange Serer agent collects data from Windows Performance Monitor (Perfmon), Actie Directory, and Exchange Serer interfaces. Under certain circumstances the monitoring agent is unable to retriee data from one or all of these sources resulting in no data aailable for situations, workspace iews, or historical logging. If you suspect Perfmon problems the Windows operating system detects a problem in one of its extensible performance monitoring DLLs, it marks the DLL as "disabled." Any DLL that is disabled can no longer 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 ( Follow the Resolution instructions proided in article to re-enable any performance monitoring extension DLLs disabled by Windows. Then restart the monitoring agents. If you suspect Actie Directory or Exchange Serer access problems reiew the permissions setting for the user ID of the monitoring agent. 16 Microsoft Exchange Serer agenttroubleshooting Guide

25 Table 7. Agent problems and solutions (continued) Problem The mailbox space is low. The mailbox is accumulating large amount of data because it receies s that the Exchange agent sends to erify reachability. Solution The Exchange Serer agent sends s to remote Exchange Serers to erify reachability. The agent receies automated responses from the remote Exchange Serers. Depending on the reachability interal, the number of responses in the inbox might become quite large. To keep agent processing time low, clean out the inbox periodically. You can do this manually with a tool such as MapiEdit from Microsoft, by scheduling a Windows Script to clear out the inbox. If a new mailbox database or a storage group is created when the agent is running, the agent does not collect data for the new mailbox database or the storage group from the MS Exchange Replication Perfmon object. Remote agent configuration by using the Tioli Enterprise Portal or the command line fails for a non-english user. On the Tioli Enterprise Portal, data is not displayed correctly for the Last Scan Time (UTC) attribute. When the agent is configured in the Continuous Cluster Replication (CCR) enironment, the Tioli Enterprise Portal does not display the complete name of the ADAccess Process instance. The instance name is truncated when it contains a special character in the name, such as the number sign (#). Data is not displayed on the Tioli Enterprise Portal for the Storage Group Name attribute if the following conditions are true: The storage group name is a substring of any other storage group name The storage group does not hae a mailbox database On the Tioli Enterprise Portal, data is not correctly displayed for the Total Log Bytes Generated attribute of the MS Exchange IS HA Actie Database attribute group. The Monitoring Agent for Microsoft Exchange Serer has a built in option to delete each automated response after it is analyzed for response time. This option keeps the mailbox cleared during agent processing. To enable this option you must create an enironment ariable, KEX_DELETE_ S, and set the alue of the ariable to YES. To actiate this option, you must restart the Exchange Serer agent. Restart the agent. There is no solution to this problem. There is no solution to this problem. There is no solution to this problem. Create a storage group that has a mailbox database or a public folder database, and ensure that the storage group name is not a substring of any other storage group name. There is no solution to this problem. Chapter 3. Problems and workarounds 17

26 Workspace troubleshooting Problems can occur with general workspaces and agent-specific workspaces. Table 8 contains problems and solutions related to workspaces. Table 8. Workspace problems and solutions Problem The process application components are aailable, but the Aailability status shows PROCESS_DATA_NOT_ AVAILABLE. The name of the attribute does not display in a bar chart or graph iew. At the end of each iew, you see the following Historical workspace KFWITM220E error: Request failed during execution. Solution This problem occurs because the PerfProc performance object is disabled. When this condition exists, IBM Tioli Monitoring cannot collect performance data for this process. Use the following steps to confirm that this problem exists and to resole it: 1. In the Windows Start menu, click Run. 2. Type perfmon.exe in the Open field of the Run window. The Performance window is displayed. 3. Click the plus sign (+) in the toolbar. The Add Counters window is displayed. 4. Look for Process in the Performance object menu. 5. Complete one of the following actions: If you see Process in the menu, the PerfProc performance object is enabled and the problem is coming from a different source. You might need to contact IBM Software Support. If you do not see Process in the menu, use the Microsoft utility from the Microsoft.com Operations website to enable the PerfProc performance object. The Process performance object becomes isible in the Performance object menu of the Add Counters windows, and IBM Tioli Monitoring is able to detect Aailability data. 6. Restart the monitoring agent. When a chart or graph iew that includes the attribute is scaled to a small size, a blank space is displayed instead of a truncated name. To see the name of the attribute, expand the iew of the chart until sufficient space is aailable to display all characters of the attribute name. Ensure that you configure all groups that supply data to the iew. In the Historical Configuration iew, ensure that data collection is started for all groups that supply data to the iew. 18 Microsoft Exchange Serer agenttroubleshooting Guide

27 Table 8. Workspace problems and solutions (continued) Problem You start collection of historical data but the data cannot be seen. When you use a long process name in the situation, the process name is truncated. Regular (non-historical) monitoring data fails to be displayed. Naigator items and workspace titles are labeled with internal names such as Kxx:KXX0000 instead of the correct names (such as Disk), where XX and xx represent the two-character agent code. You hae installed the ITCAM for Microsoft Applications agent and the Windows OS agent in the IPV6 enironment. In the Agent Management Serices naigator, the IP address in the Agents' Runtime Status iew is displayed in the IPV4 format instead of the IPV6 format. You hae installed the Tioli Enterprise Monitoring Serer on z/os. In the Configuration panel of the History Collection Configuration window, if you hae selected TEMS from the Collection Location list, then the Tioli Enterprise Portal does not display historical data for all the attribute groups. When you create a query from a composite workspace, some attribute groups are not aailable for selection in the list of attribute groups. Solution Use the following managing options for historical data collection: Basic historical data collection populates the Warehouse with raw data. This type of data collection is turned off by default. For information about managing this feature including how to set the interal at which data is collected, see Managing historical data in the IBM Tioli Monitoring Administrator's Guide. By setting a more frequent interal for data collection, you reduce the load on the system incurred eery time data is uploaded. Use the Summarization and Pruning agent to collect specific amounts and types of historical data. Historical data is not displayed until the Summarization and Pruning monitoring agent begins collecting the data. By default, this agent begins collection at 2 a.m. daily. At that point, data is isible in the workspace iew. For information about how to modify the default collection settings, see Managing historical data in the IBM Tioli Monitoring Administrator's Guide. Truncation of process or serice names for situations in the Aailability table in the portal display is the expected behaior. The maximum name length is 100 bytes. Check the formation of the queries you use to gather data. For example, look for inalid SQL statements. Ensure that application support has been added on the monitoring serer, portal serer, and portal client. For more information about installing application support, see Installing and enabling application support in the IBM Tioli Monitoring Installation and Setup Guide. No solution is aailable for this problem at this time. Reconfigure the history collection and set the collection location as TEMA for these attribute groups. There is no solution to this problem. Chapter 3. Problems and workarounds 19

28 Situation troubleshooting Problems can occur with situations and situation configuration. Table 9 contains problems and solutions for situations. Table 9. Situation problems and solutions Problem Monitoring actiity requires too much disk space. Monitoring actiity requires too many system resources. A formula that uses mathematical operators appears to be incorrect. For example, if you were monitoring a Linux system, the formula that calculates when Free Memory falls under 10 percent of Total Memory does not work: LT # Linux_VM_Stats.Total_Memory / 10 You want to change the appearance of situations when they are displayed in the naigation tree. The situation for a specific agent is not isible in the Tioli Enterprise Portal. The monitoring interal is too long. The situation did not actiate at startup. The situation is not displayed. An Alert eent did not occur een though the predicate was correctly specified. Solution Check the RAS trace logging settings that are described in Setting RAS trace parameters on page 7. For example, trace logs grow rapidly when you apply the ALL logging option. See the Disk capacity planning for historical data topic in the IBM Tioli Composite Application Manager for Microsoft Applications: Microsoft Exchange Serer Agent Installation and Configuration Guide that describes the performance impact of specific attribute groups. If possible, decrease your use of the attribute groups that require greater system resources. This formula is incorrect because situation predicates support only logical operators. Your formulas cannot hae mathematical operators. Note: The Situation Editor proides alternaties to math operators. In the example, you can select the % Memory Free attribute and aoid the need for math operators. 1. Right-click an item in the naigation tree. 2. Click Situations in the menu. The Situation Editor window is displayed. 3. Select the situation that you want to modify. 4. Use the State menu to set the status and appearance of the Situation when it triggers. Note: The State setting is not related to seerity settings in the Tioli Enterprise Console. Open the Situation Editor. Access the All managed serers iew. If the situation is not displayed, confirm that the monitoring serer has been seeded for the agent. If not, seed the serer, as described in the IBM Tioli Monitoring Installation and Setup Guide. Access the Situation Editor iew for the situation that you want to modify. Check the Sampling interal area in the Formula tab. Adjust the time interal as required. Manually recycle the situation as follows: 1. Right-click the situation and select Stop Situation. 2. Right-click the situation and select Start Situation. Note: You can permanently aoid this problem by selecting the Run at Startup check box of the Situation Editor iew for a specific situation. Click the Action tab and check whether the situation has an automated correctie action. This action can occur directly or through a policy. The situation might be resoling so quickly that you do not see the eent or the update in the graphical user interface. Check the logs, reports, and workspaces. 20 Microsoft Exchange Serer agenttroubleshooting Guide

29 Table 9. Situation problems and solutions (continued) Problem A situation fires on an unexpected managed object. The product did not distribute the situation to a managed system. The situation does not fire. Solution Confirm that you distributed and started the situation on the correct managed system. Click the Distribution tab and check the distribution settings for the situation. This problem can be caused when incorrect predicates are present in the formula that defines the situation. For example, the managed object shows a state that normally triggers a monitoring eent, but the situation is not true because the wrong attribute is specified in the formula. In the Formula tab, analyze predicates as follows: 1. Click the fx icon in the Formula area. The Show formula window is displayed. a. Confirm the following details in the Formula area of the window: The attributes that you intend to monitor are specified in the formula. The situations that you intend to monitor are specified in the formula. The logical operators in the formula match your monitoring goal. The numeric alues in the formula match your monitoring goal. b. (Optional) Select the Show detailed formula check box to see the original names of attributes in the application or operating system that you are monitoring. c. Click OK to dismiss the Show formula window. 2. (Optional) In the Formula area of the Formula tab, temporarily assign numeric alues that immediately trigger a monitoring eent. The triggering of the eent confirms that other predicates in the formula are alid. Note: After you complete this test, you must restore the numeric alues to alid leels so that you do not generate excessie monitoring data based on your temporary settings. Situation eents are not displayed in the Eents Console iew of the workspace. For additional information about situations that do not fire, see Situations are not firing in the IBM Tioli Monitoring Troubleshooting Guide. Associate the situation with a Naigator item. Note: The situation does not need to be displayed in the workspace. It is sufficient that the situation is associated with any Naigator item. Chapter 3. Problems and workarounds 21