Self Help

<h1>Self Help</h1>Why to waste the time in exchanging emails to solve an issue when all the needed info to troubleshoot it is available here. This page provides you the details on how you can analyze the logs to find out and troubleshoot the issues by yourself easily in no time without shooting a request to our support team. Go through this short presentation to know the pre-requisites & procedures to analyze the logs. <img height="300" width="345" zpid="15468000000240009" src="/pluginImg.zhtml?n=IFrameWidget&wid=345&hei=300" title="This plugin will be shown after you save and close the editor." class="zwPluginImage" id="zwpl15468000000240009" /> <table frame="box" cellpadding="7" border="1" rules="all" style="width: 100%;"><tbody><tr><td style="vertical-align: top; width: 15%; background-image: none; text-align: center;">Log File </td><td valign="top" style="width: 25%; font-weight: bold; background-image: none; text-align: left; vertical-align: top;">Log Print</td><td valign="top" style="width: 33%; font-weight: bold; background-image: none; text-align: left; vertical-align: top;">Reason</td><td valign="top" style="width: 33.33%; font-weight: bold;">Steps to troubleshoot</td></tr><tr><td style="vertical-align: top;">cantcreatetable.txt </td><td style="vertical-align: top; width: 25%;"> </td><td style="vertical-align: top;">During every start up Probe/Central creates some tables. This error occurs when it cannot contact the database to create the tables. </td><td style="vertical-align: top;">Follow the troubleshooting steps provided for <a title="DB Server failed error" target="_self" href="#db-server-failed">DB Server failed error</a>. </td></tr><tr><td style="vertical-align: top;">classnotfound.txt </td><td style="vertical-align: top; width: 25%;">Unable to load cryptix.jce.provider.Cryptix Cryptojava.lang.ClassNot FoundException: cryptix.jce.provider. CryptixCrypto </td><td style="vertical-align: top;">Harmless. </td><td style="vertical-align: top;">Can be ignored.</td></tr><tr><td style="vertical-align: top;">connectionlost.txt </td><td style="vertical-align: top; width: 25%;">Connection lost with the Central Server[mgt-tchx-opman.srv.redstone-isp.net:443] at Mon Jul 20 09:00:08 BST 2009 </td><td style="vertical-align: top;">A. Central Server's NAT/Public IP address may have changed B. Could be a SSL issue C. Network/Internet/Firewall issue Ensure whether there the probe is communicating with the central: 1. telnet to the central server from the probe server using the command telnet ip <central's ip address> 2. If the telnet connection is established, then the probe is communicating with the Central. If not, then there is a failure in the connection. or From the Probe server, open the central web client. If you could open, then the Probe is communicating with the Central and vice versa. </td><td style="vertical-align: top;">A: In the probe Open the NOCServer Details.xml file [\probe\conf]. Then change the NOCServerName field with the new Central's NAT/Public IP. Now restart the Probe service. Also follow the steps given in "B" [SSL issue]. B: Click <a href="Regenerate---truststore.html" title="Regenerate - truststore">here</a> to troubleshoot if you have changed the Central's NAT/Public IP C: Verify your internet, network & firewall settings </td></tr><tr><td style="vertical-align: top;">connection timedout.txt</td><td style="vertical-align: top; width: 25%;">java.io.IOException: Connection timed out: connect</td><td style="vertical-align: top;">Harmless print. </td><td style="vertical-align: top;">Can be ignored.</td></tr><tr><td style="vertical-align: top;">dbserverfailed.txt </td><td style="vertical-align: top; width: 25%;">DBServer Faied </td><td style="vertical-align: top;">A. Some table could have been corrupted B. Could be due to pdlastvalues issue C. Database port occupied by some other application </td><td style="vertical-align: top;"><a class="ItemAnchor" title="db-server-failed" name="db-server-failed"></a>A: Follow the troubleshooting steps provided for <a href="#table-corrupt">tablecorrupt.txt</a> B: Click <a title="pdlastvalues" href="pdlastvalues.html">here</a> to know the steps to troubleshoot. C: Change DB port. Change in port.properties file </td></tr><tr><td style="vertical-align: top;">dmsiswaiting.txt</td><td style="vertical-align: top; width: 25%;">DMS is waiting for registration from the Central Server</td><td style="vertical-align: top;">Probe could not able to communicate with the Central due to A. Central IP could be wrongly mentioned in the NOCServerDetails.xml file in the probe under conf directory B. Network/Internet issue C. Firewall port could be blocked D. Could be a SSL issue </td><td style="vertical-align: top;">Follow the trouble shooting steps A and B of connectionlost.txt </td></tr><tr><td style="vertical-align: top;">dmsalreadyexists.txt </td><td style="vertical-align: top; width: 25%;">DMS already exists </td><td style="vertical-align: top;">A. This error occurs when you use the same name and key of a deleted Probe to a new Probe. B. When you re-initialize the database of the Probe [\probe\bin\ reinitialize_dms.bat]. </td><td style="vertical-align: top;">Create a new Probe with a unique name. </td></tr><tr><td style="vertical-align: top;">exceptionin startid.txt </td><td style="vertical-align: top; width: 25%;">Exception while setting the startID </td><td style="vertical-align: top;"> </td><td style="vertical-align: top;">Contact us. </td></tr><tr><td style="vertical-align: top;">gracefullyshutting downopmanager.txt </td><td style="vertical-align: top; width: 25%;">Failed to establish connection with web server. Gracefully shutting down OpManager </td><td style="vertical-align: top;">A. This error occurs when the Central/Probe fails to connect with the Apache web server. B. Java.exe or some other application could have occupied the port 443. C. Could be due to the SSL issue </td><td style="vertical-align: top;">A: 1. Verify whether the local IP or Name of the Central is mentioned correctly against the APACHE_SERVER _NAME field in the serverparameters .conf file [\central\conf]. If not then correct it accordingly. If the error occurs in Probe, then check whether the Probe's local IP or Name is mentioned in serverparameters. conf file [\probe\conf] B: 1. Terminate java.exe application and try to start the Central/Probe. 2. If still the same error is received, then <a title="Change the Web server Port" href="http://help.mspcenterplus.com/MSP-Ports-and-Firewall-Settings.html#change-default-ports">Change the Web server Port</a> of the Central/Probe. C: 1. Generate SSL Certificate using ssl_gen.bat [\central\bin] on the Central Server and restart the Central Server 2. Copy the https.truststore file [\central\conf] and replace it with the one in the Probe [\probe\conf]. 3. Now Restart the Probe. If the problem still exists, then contact us. </td></tr><tr><td style="vertical-align: top; width: 15%;">interrupt.txt </td><td valign="top" style="width: 25%;">Interrupt signal received shutting down opmanager </td><td valign="top" style="width: 33%;">Some one has terminated the Central service </td><td valign="top" style="width: 33.33%;">Start the Central service </td></tr><tr><td style="vertical-align: top;">info.txt</td><td style="vertical-align: top; width: 25%;">Central build number <build number> is not compatible with Probe build number <build number>. Hence shutting down the probe</td><td style="vertical-align: top;">There might be a mismatch in build number between the Central and the Probe. </td><td style="vertical-align: top;">1. <a title="Build Number" href="/Build-Number.html">Check the build number</a> of the Probe and the Central. 2. <a title="Upgrading MSP Center Plus" href="/Upgrading-MSP-Center-Plus.html">Upgrade</a> the Probe to the Central's build number. </td></tr><tr><td style="vertical-align: top;">lastfileid.txt </td><td style="vertical-align: top; width: 25%;">The file lastFileID.txt is not present </td><td style="vertical-align: top;">The lastFileID.txt is a text file which contains the ID of the last file that is sent to the Central for data processing. This error occurs when this text file gets corrupted. </td><td style="vertical-align: top;">Please contact us. </td></tr><tr><td style="vertical-align: top; width: 15%;">mysqlerrfile.txt </td><td valign="top" style="width: 25%;" rowspan="1">090727 19:24:55 [Warning] Aborted connection 23 to db: 'centraldb' user: 'root' host: 'localhost' (Got an error reading communication packets) </td><td valign="top" style="width: 33%;" rowspan="1">Harmless print. </td><td valign="top" style="width: 33.33%;" rowspan="1">Can be ignored.</td></tr><tr><td style="vertical-align: top;">outofmemory.txt </td><td style="vertical-align: top; width: 25%;">OutOfMemoryError: Java heap space </td><td style="vertical-align: top;">This could be due to insufficient hardware resources </td><td style="vertical-align: top;">1. Visit our <a href="/Hardware-Requirements.html">System Requirements</a> page and check whether you have configured enough resources. 2. Go through the <a title="Java heap table" href="http://help.mspcenterplus.com/Best-Practices-Guide.html#Increasing%20Java%20Heap%20Size">Java heap table</a> to know the RAM size and the Heap Space it can handle. Also it provides the steps to increase the Java Heap size. </td></tr><tr><td style="vertical-align: top;">pdlastvalues.txt</td><td style="vertical-align: top; width: 25%;">Exception while getting MetaDataInfo : Incorrect file format 'pdlastvalues3' java.sql.SQLException: Incorrect file format 'pdlastvalues3' Could be warm start pdLastValues already exist - Table 'pdlastvalues2' already exists</td><td style="vertical-align: top;"> </td><td style="vertical-align: top;">Click <a title="pdlastvalues" href="pdlastvalues.html">here</a> to know the steps to troubleshoot. </td></tr><tr><td style="vertical-align: top;">probeconnected.txt </td><td style="vertical-align: top; width: 25%;"><Probe name> Probe has connected with properties </td><td style="vertical-align: top;">Harmless print. </td><td style="vertical-align: top;">Can be ignored.</td></tr><tr><td style="vertical-align: top;">problemininitializing module.txt</td><td style="vertical-align: top; width: 25%;">PROBLEM IN INITIALIZING MODULE class com.adventnet.nms.startnms. NmsMainFE</td><td style="vertical-align: top;">Harmless print. </td><td style="vertical-align: top;">Can be ignored.</td></tr><tr><td style="vertical-align: top;">sslexception.txt </td><td style="vertical-align: top; width: 25%;">Exception occured while checking ssl communication sun.security.validator. ValidatorException: PKIX path building failed: sun.security.provider .certpath.SunCertPath BuilderException: unable to find valid certification path to requested target</td><td style="vertical-align: top;">This occurs when you have any SSL certificate issue. This is common in the Probe side. </td><td style="vertical-align: top;">Copy the https.truststore file [\central\conf] and replace it with the existing file in the Probe [\probe\conf]. </td></tr><tr><td style="vertical-align: top;">start-stop.txt </td><td style="vertical-align: top; width: 25%;">Wrapper Stopped STATUS | wrapper | 2009/07/29 16:57:54 | </td><td style="vertical-align: top;">Central or Probe service has been stopped manually. </td><td style="vertical-align: top;">Start the respective service using StartOpManger Server.bat [Central or Probe \bin] </td></tr><tr><td style="vertical-align: top;">statefilecorrupt.txt</td><td style="vertical-align: top; width: 25%;">State File corrupted DataID.dmp</td><td style="vertical-align: top;">Central Process the files sent by the Probes one by one. If suddenly it receives a huge load of files, then it may miss a file to process. If such thing happens, then this error occurs. </td><td style="vertical-align: top;">Move the DataID.dmp file [central\state\communication\lowpriority or probe\state\communication\lowpriority] to some other location and restart the Probe service. </td></tr><tr><td rowspan="1" style="vertical-align: top; width: 15%;">tablealready exists.txt </td><td valign="top" style="width: 25%;" rowspan="1">Table Already exists : Table 'statsdata_hourly8_2009' already exists Table Already Exists . Assuming Warm Start of server </td><td valign="top" style="width: 33%;" rowspan="1">Harmless print. </td><td valign="top" style="width: 33.33%;" rowspan="1">Can be ignored.</td></tr><tr><td rowspan="1" style="vertical-align: top; width: 15%;">tablecorrupt.txt </td><td valign="top" style="width: 25%;" rowspan="1">Exception while getting MetaDataInfo : Can't find file: 'event' (errno: 2) java.sql.SQLException: Can't find file: 'event' (errno: 2) Debug Message is Can't find file: 'ManagedObject' (errno: 2) com.adventnet.nms.store. NmsStorageException: Can't find file: 'ManagedObject' (errno: 2) </td><td valign="top" style="width: 33%;" rowspan="1">Some tables might have got corrupted. </td><td valign="top" style="width: 33.33%;" rowspan="1"><a class="ItemAnchor" title="table-corrupt" name="table-corrupt"></a>1. Stop the Central or Probe Service. 2. Execute ReparitDB.bat [\central\bin or \probe\bin]. 3. Start the Central or Probe Service. </td></tr><tr><td style="vertical-align: top;">unabletoconnect tocentral.txt </td><td style="vertical-align: top; width: 25%;">Unable to connect to UpdateManagerServer in <device name/ip> The SmartUpdate option in server may be disabled in server side </td><td style="vertical-align: top;">This occurs when the Central server is down or the connectivity between the Probe and the Central is down. </td><td style="vertical-align: top;">Verify the Central Server and the Connectivity between the Probe and the Central. </td></tr><tr><td rowspan="1" style="vertical-align: top; width: 15%;">unabletostart MySQL.txt </td><td valign="top" style="width: 25%;" rowspan="1">Unable to start Mysql daemon </td><td valign="top" style="width: 33%;" rowspan="1">MySQL service could not able start at the Central or Probe </td><td valign="top" style="width: 33.33%;" rowspan="1">Start the respective service using StartMySQL.bat [Central or Probe \bin]</td></tr></tbody></table>

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