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Introduction to troubleshooting

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Chapter 1. Introduction to troubleshooting To troubleshoot a problem, you typically start with a symptom or set of symptoms and trace back to the cause. Troubleshooting is not the same as problem solving, although during the process of troubleshooting, you can obtain enough information to solve a problem, such as with end-user errors, application programming errors, and system programming errors. You might not always be able to solve a problem yourself after determining its cause. For example, a performance problem might be caused by a limitation of your hardware. If you are unable to solve a problem on your own, contact IBM Software Support for a solution. See Chapter 2, "Logs and data collection for troubleshooting," on page 5 for information on the types of data to collect before contacting Support. Sources of troubleshooting information The primary troubleshooting feature is logging. Logging refers to the text messages and trace data generated by the software. Messages and trace data are sent to an output destination, such as a console screen or a file. Typically, text messages relay information about the state and performance of a system or application. Messages also alert the system administrator to exceptional conditions when they occur. Consult the explanation and operator response associated with the displayed messages to determine the cause of the failure. See the document IBM Tivoli Monitoring Messages for message information. Trace data capture transient information about the current operating environment 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 "Trace logging" on page 35 for more information about tracing. Problem classification The first task in troubleshooting is to determine the origin of the problem, or which component or function is experiencing a problem. To assist you in determining the origin of the problem, collect documentation at the time of the error. You might experience problems with IBM Tivoli Monitoring in the following areas: v Installation v Upgrading v Configuration v Connectivity v Tivoli Enterprise Portal v Tivoli Enterprise Portal Server v Tivoli Enterprise Monitoring Server v Tivoli Enterprise Monitoring Agent deployment © Copyright IBM Corp. 2005, 2012 1

Section	Page
Contents	5
Tables	15
About this information	17
Chapter 1. Introduction to troubleshooting	19
Sources of troubleshooting information	19
Problem classification	19
Viewing the IBM Support Portal	20
Subscribing to IBM support notifications	20
Chapter 2. Logs and data collection for troubleshooting	23
Appropriate IBM Tivoli Monitoring RAS1 trace output	23
Running snapcore to collect information	23
Locating the core file	24
Getting Dr. Watson dumps and logs	25
KpcCMA.RAS files	25
Sources of other important information	26
Chapter 3. Common problem solving	27
About the tools	27
I am trying to find out what software is supported	27
Workspaces are missing or views are empty	28
Diagnosing that workspaces are missing or empty	28
Resolving application support problems	29
Resolving monitoring server problems	30
Resolving monitoring agent problems	30
Status of a monitoring agent is mismatched between the portal client and tacmd command	31
Diagnosing that the status of a monitoring agent is mismatched between the portal client and tacmd command	31
Resolving monitoring agent problems	32
Resolving monitoring server problems	32
The portal server does not start or stops responding	33
Diagnosing that the portal server does not start or stops responding	33
Resolving database problems - missing table or portal server database	34
Resolving database problems - user ID and password	34
Resolving database problems - instance not started	35
Diagnosing that portal server logon fails	36
The portal client does not respond	36
Diagnosing that the portal client does not respond	36
Resolving storage or memory problems	37
Resolving client configuration problems	37
Historical data is missing or incorrect	38
Diagnosing that historical data is missing or incorrect	38
Resolving warehouse proxy connection problems	39
Resolving warehouse proxy agent problems - configuration	39
Resolving warehouse proxy agent problems - connectivity	40
Resolving summarization and pruning agent problems	40
Resolving persistent data store for z/OS problems	41
Historical data does not get collected for some monitoring server attribute groups	43
A situation does not raise when expected	43
Diagnosing that a situation does not raise when expected	43
Resolving situation-specific problems	44
A reflex automation script does not run when it should	46
Diagnosing that a reflex automation script does not run when it should	46
Resolving format and variable problems	46
High CPU usage on a distributed system	47
Diagnosing high CPU usage on a distributed system	47
Resolving situation problems - diagnostic actions	48
Resolving situation problems - corrective actions	49
Resolving firewall problems - diagnostic actions	49
Resolving firewall problems - corrective actions	49
Resolving Oracle DB Agent problems - diagnostic actions	50
Resolving Oracle DB Agent problems - corrective actions	50
Chapter 4. Tools	53
Trace logging	53
Log file locations	53
Installation log files	57
Windows installer and configuration logs	57
UNIX installer and configuration logs	58
Tivoli Distributed Monitoring upgrade log file	59
Reading RAS1 logs	60
Setting traces	61
RAS1 syntax	61
Setting the trace option for the portal client trace	62
Setting the trace option for the portal server trace	62
Setting the trace option for the Tivoli Enterprise Monitoring Server trace	63
Setting the trace option for the Agent Deploy tool	64
Setting any monitoring agent's trace option for SNMP alerts	64
Setting the trace option for the universal agent	65
Setting the trace option for the Warehouse Proxy agent	65
Setting the trace option for the Summarization and Pruning Agent	66
Setting the trace option for the tacmd commands	68
Setting the trace option for the IBM Tivoli Monitoring upgrade toolkit	68
Setting the trace option for Tivoli Enterprise Console event forwarding	69
Setting the trace option for the IBM Tivoli Enterprise Console Situation Update Forwarder	70
Setting up RAS1 tracing on z/OS systems	71
Dynamically modify trace settings for an IBM Tivoli Monitoring component	71
Using the IBM Tivoli Monitoring Service Console	73
Starting the IBM Tivoli Monitoring service console	74
Blocking access to the IBM Tivoli Monitoring Service Console	74
Displaying portal server tasks in the command prompt	75
KfwSQLClient utility	75
Clearing the JAR cache	76
Using the UAGENT application	77
pdcollect tool	77
ras1log tool	78
Backspace Check utility	78
Build TEPS Database utility	79
IBM Tivoli Monitoring Operations Logging	79
Windows and UNIX systems	79
z/OS systems	80
ITMSuper	81
Chapter 5. Installation and configuration troubleshooting	83
Frequently asked questions	83
General installation frequently asked questions	83
Windows installation frequently asked questions	83
UNIX-based systems installation frequently asked questions	84
General installation problems and resolutions	86
Agent Builder application support is not displayed in listappinstallrecs output if it is manually installed without recycling	86
Debugging mismatched application support files	87
Startup Center fails to reset the sysadmin password on the hub Tivoli Enterprise Monitoring Server configuration panel	87
Startup Center fails to create the Tivoli Warehouse database and user	87
On UNIX systems, a new user is not created or a password is not reset in the Startup Center when you use a non-root user to i	87
On Windows systems, a Tivoli Monitoring Warehouse DSN is not created in the Startup Center	87
Startup Center fails to test DSN with database connectivity	87
Startup Center shows some system types as “Unknown Operating System”	88
Tivoli Enterprise Monitoring Agents	88
OS agent installation does not detect system monitor agents	88
OS Agent does not install and a message indicates it was already installed	89
Installation of OS agent on a Microsoft Windows Server 2003 fails with this error: “Unable to establish BSS1 environment, can	90
Unable to update the Tivoli Data Warehouse agent by using the command line interface	90
Monitoring server connection information is changed after upgrade	90
Receive duplicate insert errors (SQL1 return code 80) after an agent switches away from the remote monitoring server and then	91
Upgrade SQL file not found when installing application support on the standby hub	91
Many files in the First Failure Data Capture log directory	92
Monitoring agents fail to start after agent support or multi-instance agents are installed	92
Incorrect behavior after an uninstallation and re-installation	93
Where Remote Deployment of agents is not supported	93
Application Support Installer hangs	93
An agent bundle is not visible from the Tivoli Enterprise Portal	93
Agent Management Services fails after deployment on Linux Itanium and xLinux with kernel 2.4 systems	94
Watchdog utility requires Windows Script Host 5.6	94
Unable to deploy monitoring agents from the Tivoli Enterprise Portal	94
Installing application support with a silent installation response file fails	94
Unable to run gsk7ikm.exe	95
_cq_.log files appear	95
SPD: Installing a bundle on the wrong operating system, architecture, or kernel	95
Installing a Software Package Block (SPB) on top of an existing, running IBM Tivoli Monitoring agent	96
Problems with the SPB file	96
Installation was halted and receive message about active install	96
Receive an install.sh error when installing two components or agents in the same installation directory	96
When attempting to install IBM Java 1.5.0 on Windows 64 bit system nothing happens	96
Backup failure message during a remote monitoring server upgrade	97
Remote configuration of deployed Monitoring Agent for DB2 agent fails	97
Monitoring Server cannot find your deployment depot	97
The agent installation log shows error AMXUT7502E	98
Failure occurs when sharing directories for the agent deploy depot	98
You receive a KFWITM290E error when using deploy commands with a z/OS monitoring server	98
Running deployment in a hot-standby environment	98
Difficulty with default port numbers	99
Selecting Security Validation User displays a blank popup	99
When installing a monitoring agent on top of the Systems Monitor Agent, you receive an error	99
Some rows do not display in an upgraded table	99
The monitoring server and portal server automatically start after running Application Support Installer	100
Errors occur during installation of Event IBM Tivoli Monitoring Event Forwarding tool	100
Missing LSB tags and overrides warning message at the end of installation	100
Self-describing capability	100
Receive a message after installing a self-describing capable agent	100
Receive fatal errors during self-describing agent installation	101
Missing agent managed system group in a hot standby environment	101
Self-describing agent installation completes successfully but sqlStatus 79 error messages are logged	102
Self-describing agent overwrites most recent manually installed z/OS monitoring server support	102
Windows installation problems and resolutions	102
On Windows systems, the installation fails randomly when installing different features	102
Problems that are cleared by rebooting the Windows system	103
When installing and configuring the Tivoli Enterprise Monitoring Server on Windows Server 2008, a number of popups and errors	103
After an upgrade, the Tivoli Enterprise Portal Server is in the 'stop pending' state and cannot be manually started	104
When running the setup.exe, an unknown publisher error message displays	104
The error “Could not open DNS registry key” occurs	104
Agent not connecting to Tivoli Enterprise Monitoring Server	104
InstallShield displays the error “1607: Unable to install InstallShield Scripting Runtime” during installation on Windows fro	105
Installation on a Windows 2003 server fails with Error Number: 0x80040707	105
Extracting the nls_replace script causes remote deployment to fail	105
Upgrade tool deploys agent to the wrong directory	105
Deploying an agent instance gives a KUICAR020E error	106
Uninstallation is not available for Application Support on Windows systems	106
Problems installing directly from the .zip file	106
Installation hangs or loops after presenting initial splash screen	106
Unable to discover systems within a specified IP range when running the Startup Center from eclipse.exe	106
UNIX-based system installation problems and resolutions	106
Self-describing capability might be overwritten by UNIX monitoring server application support	107
On a RHEL6 64-bit system, the Tivoli Monitoring installer fails with errors	109
Application agent remote deployment on workload partition fails	109
Message is received about the Korn Shell after running the install.sh file	110
AIX stat_daemon memory leak	110
Manage Tivoli Enterprise Monitoring Services does not start on AIX V6.1	110
UNIX and Linux install.sh command fails with error code: 99 and error code: 4	111
Receive KUIC02101W error	111
Receive JVMDG080 or JVMXM012 Java errors	111
On HP-UX systems, where the host name does not equal the nodename, the upgrade installation fails to stop running processes	112
EIF Slot Customization does not work on upgraded zlinux systems	112
Running of the KfwSQLClient binary fails on Linux and AIX systems	112
Failed to attach to the DB2 instance db2inst1 ERROR: Unable to create TEPS, return code = 3	112
Installation on SLES9 terminates with install.sh failure:KCI1008E terminating... license declined	113
Command line interface program of the Application Support Installer is not currently available	113
Silent installation on UNIX-based systems returns an encryption key setting error	113
The error “Unexpected Signal: 4 occurred at PC=0xFEC3FDE4” occurs during installation	113
Installing IBM Tivoli Monitoring on Red Hat 5 and see the following error: “KCI1235E terminating ... problem with starting Ja	113
Installation on the Linux S390 R2.6 64-bit operating system fails with the message “LINUX MONITORING AGENT V610Rnnn unable to	114
Troubleshooting z/OS-based installations	114
Tivoli Monitoring z/OS initialization checklist	114
Tivoli Monitoring Services Engine initialization	114
RAS1 service initialization	115
TCP/IP service initialization	115
The INITAPI call	116
Name Resolution	117
The First SEND	117
SNA service initialization	118
The Server list	118
Local Location Broker service initialization	119
Global Location Broker service initialization	121
Tivoli Enterprise Monitoring Server hub availability	121
z/OS-based installations problems and resolutions	122
How do you change monitoring server storage parameters using the Configuration Tool?	122
'DATA SET NOT FOUND' JCL error occurs when submitting the DS#3xxxx monitoring server create runtime members job.	123
The error 'CMSLIST NOT ALLOWED' occurs on the 'Specify Advanced Configuration Values' panel when Tivoli Enterprise Monitoring	123
The 'Enter required field' error occurs for the 'Global location broker applid of Hub' or the 'Network ID of Hub' VTAM-relate	123
Unable to transfer catalog and attribute files to the monitoring server	124
The monitoring server starts normally in a system with no Integrated Cryptographic Service Facility but does not connect to t	124
Backing up the ICAT and CSI environment	125
Where Remote Deployment of agents is not supported	125
Uninstallation problems and workarounds	125
Unable to uninstall multi-instance agent from a managed system on windows 64bit	126
Prompted for .msi file during uninstallation process started from 'Add/Remove Programs' on systems with v6.2.2 installed	126
Uninstallation is blocked by another process that is using the IBM Tivoli Monitoring Eclipse help server	126
Uninstallation of an agent produces help errors	126
Uninstallation of an agent occurring more than once stops the OS agent	127
After uninstallation, Tivoli Enterprise Monitoring Server folder is not deleted	127
Removing a failed installation on Windows	127
Removing a failed first time installation	127
Removing a failed upgrade	128
Incorrect behavior after an uninstallation and reinstallation	131
Tivoli Data Warehouse database does not uninstall	131
The agent installation log shows error AMXUT7512E	131
Prompted to uninstall a database that was not running during uninstallation	132
Chapter 6. Connectivity troubleshooting	133
Cannot log on to the portal server	133
Cannot connect to the portal server	135
Cannot launch the portal client on Windows XP after installation (message KFWITM215E)	138
Portal server is initializing and is not ready for communications	139
Portal server is unavailable during a portal client work session	139
Portal server does not start after installation	139
Portal server is not connecting with the hub monitoring server	139
DB2 errors when opening a Tivoli Enterprise Portal workspace	140
A monitoring process fails to start on Linux or UNIX after changing a .profile for root	141
Heartbeat issues when running on a Linux guest using VMware	142
Chapter 7. Portal client troubleshooting	145
Cannot select the Create new group icon within the Object group editor	145
Cannot load product configuration data after changing warehouse database from Oracle to DB2 on Linux or UNIX	145
Data in the Tivoli Enterprise Portal is missing and you receive an error	145
JavaWebStart Tivoli Enterprise Portal fails to display help screens	145
Client allows you to save a situation with an invalid character	146
Tivoli Enterprise Portal or the browser displays the yen symbol as a backslash in Japanese	146
Using an administrator name with non-latin1 characters, cannot log onto the Tivoli Enterprise Portal	146
Non-ASCII characters are not accepted in the user ID or the distinguished name field	146
The Tivoli Enterprise Portal desktop does not work when exporting DISPLAY	147
Some attribute groups showing a different name in the Tivoli Enterprise Portal	147
Monitoring agents show in an unexpected position in the navigation tree	147
Tivoli Enterprise Portal Desktop called through Java Web Start does not work properly after adding agents support for Tivoli	149
Receive a Loading Java TM0 Applet Failed... error	149
tacmd createUser output indicates that the path to the Java home directory was not found	149
Cannot launch the Tivoli Enterprise Portal help	150
On an Active Directory Server, sysadmin cannot logon to the Tivoli Enterprise Portal client	150
Several enterprise workspaces are returning an error, KFWITM217E:Request Error,SQL1_CreateRequest Failed, rc=350	151
You cannot paste non-ASCII characters in the Situation editor	151
Situation editor cannot display advanced advice help files	151
After acknowledging a situation event and selecting the link for that situation, you might receive a message	151
Password problem using the LDAP Security option on Active Directory system	152
There is a memory leak in the Tivoli Enterprise Portal browser client when the number of workspace switches increases	152
Help index and search text entry fields are disabled	152
Java exception logging onto the Tivoli Enterprise Portal from a browser	152
On Linux, IBM Tivoli Enterprise Monitoring Agent topics do not display in the Help Contents or Index tabs	153
Navigator items are listed in an unexpected order	153
Clicking on the Timespan icon for one view brings up the data for another view	153
HEAPDUMPs and JAVACore files are placed on desktops when running in browser mode	153
Java errors occur with the IBM v1.4.2 JRE	155
Web Portal Client does not work with Sun JRE	155
Tivoli Enterprise Portal has high memory usage and poor response time	156
Tivoli Enterprise Portal has high memory usage	156
Data is not returned to the portal client	157
DirectDraw thread loops infinitely causing poor portal client performance	157
Workflow Editor is disabled and the following tools do not display: Event Console, Graphic View, Edit Navigator View (Navigat	158
Situations are not firing	158
Historical UADVISOR situations are started on the agent if historical collection is configured to collect data	158
At the bottom of each view, you see a historical workspace KFWITM217E error	159
Installation of situation data fails due to I/O on VSAM data sets	159
kshsoap client fails because of missing libraries on UNIX-based systems	160
Category and Message field of the universal message does not accept DBCS	160
An error occurs when remotely removing an instance on Windows	160
Agents display offline in the portal client but fire situations and agent logs report that they are running	161
Navigator view sorts erratically when you remove multiple managed systems simultaneously	161
Multiple events that occur at the same time are loaded too slowly	161
Desktop client performs poorly after installing Language Packs for IBM Tivoli Monitoring	161
Existing OMEGAMON product imagery displays after upgrading to IBM Tivoli Monitoring V6.1	162
The Warehouse Proxy Agent started, but does not appear in the Managed System Status list on the Tivoli Enterprise Portal	162
Cannot start or stop agents from the Navigator view	162
Cannot load a ws_pres.css file in order to select a language other than English	163
Chapter 8. Portal server troubleshooting	165
Performance impacts of the HTTP and HTTPS protocols	165
Users who run the IBM HTTP Server do not have permission to the content directory	165
tacmd exportWorkspaces or importWorkspaces receives an out of memory error	165
The portal server and Warehouse Proxy Agent fail to connect to the database on a 64-bit Windows system	166
Failed to log on as sysadmin with portal server LDAP enabled	166
On AIX systems, newly created users with auto-expire passwords cause installation failures	166
Linux portal server unable to FTP catalog/attribute files	166
Upgrading the Tivoli Enterprise Portal Server takes a long time	166
Running the Tivoli Management Services Discovery Library Adapter, results in a book that does not contain the fully qualified	166
Portal server performance is slow	167
Cannot create a Tivoli Enterprise Portal Server database	167
You receive a KFW error when a query is sent to more than 200 managed systems	168
Non-hub situations are not associated at the Tivoli Enterprise Portal Server level	169
Starting and stopping the Eclipse Help Server	169
Non-root stopping or starting agents causes problems	169
Root password is not accepted during non-root Tivoli Enterprise Portal Server configuration	169
Corba user exception is included in the portal server log when creating situations	170
Stopping or starting the eWAS subcomponent of the portal server	170
Chapter 9. Monitoring server troubleshooting	171
Messages related to the index file are displayed when the agent fails back to a remote monitoring server	171
A generic RPC communications error is received when issuing a long-running tacmd execute command	171
Troubleshooting monitoring server problems on distributed systems	171
The CT_GET request method fails in SOAP queries with a V6.2.3 hub monitoring server, a remote hub monitoring server earlier t	172
Exposure of passwords in the clear	172
Receive a seeding failed message	172
High monitoring server CPU after restarting with Warehouse Proxy Agents configured	172
Upgrade inconsistency between the History and Object windows	173
Attribute groups started for collection on the managed systems should not be available on the monitoring server list	173
To decrypt a password, KDS_VALIDATE_EXT='Y' is required	174
Remote Tivoli Enterprise Monitoring Server consumes high CPU when large number of agents connect	174
Unable to start the Tivoli Enterprise Monitoring Server after the kdsmain process is terminated abnormally	174
THRESHOLDS.XML and Tivoli Enterprise Monitoring Server table not cleaned when managed system override is removed	175
Situations fail to trigger for attributes by applying group function	175
Monitoring server application support completes all seeding functions but might crash as the program is exiting	175
tacmd login fails when monitoring server is configured with LDAP authentication	176
Some agents are displayed in the Service Console list that are not accessible from that user interface	177
tacmd login fails after hub monitoring server is recycled	177
tacmd and SOAP are not able to connect	178
The system crashes when attempting a bulk import or export command	178
Monitoring server fails to start, but then does after a reboot	178
Remote monitoring server lost connection to the hub and all agents display offline	179
After the set timeout, the Tivoli Enterprise Monitoring Server is still pending	179
Providing the wrong path to configuration files during LDAP configuration causes the Tivoli Enterprise Portal login window to	179
Crash on Linux remote monitoring server during hub failover to Hot Standby	180
HUB Tivoli Enterprise Monitoring Server quiesce prevents the display of the data collected by the attached Tivoli Enterprise	180
During installation of a remote Tivoli Enterprise Monitoring Server on a Windows system, the agent support is applied, but fa	180
Using a Deploy Group with addSystem or updateAgent commands	181
Tivoli Enterprise Monitoring Server requires restart if you issue itmcmd server stop/start commands when you are already logg	181
Log indicates hub monitoring servers are down when they are up	181
The Platform view in the Manage Tivoli Enterprise Monitoring Services panel shows the Tivoli Enterprise Monitoring Server as	182
Tivoli Enterprise Monitoring Server does not release memory after running a large SQL query	182
SQL queries with more than 200 OR predicates do not complete	182
Tivoli Enterprise Monitoring Server aborts unexpectedly when exiting the telnet session used to start it	183
KCIIN0084E Timeout appears while waiting for Tivoli Enterprise Monitoring Server to start on AIX 5.3	183
In a hot standby (FTO) environment, commands to a mirror hub might not return hub records after reconnection	183
A deleted object is redisplayed when two hot standby (FTO) hubs reconnect	184
Troubleshooting monitoring server problems on z/OS systems	184
Receive Program KDFCINIT and Program FAXCMON messages	184
The Tivoli Enterprise Monitoring Server start task (CANSDSST default) encountered error message 'KLVST044 LOADLIST MEMBER NOT	185
KDS Parameters not generated from the batch parm deck	185
Cannot encrypt text. A call to CSNBSYE failed. Cannot encrypt contents of keyfile	186
The error “KLVST005 MVS JOBSTEP AUTHORIZATION REQUIRED KLVST001 CANDLE ENGINE INITIALIZATION ERROR(S), ABEND U0012 CSV019I -	186
The error “KLVSQ000 carved mode in effect for extended storage” occurred in the RKLVLOG during startup	186
Error message 'KDSMA013 OPEN VTAM for VDM1APPL failed with status 8' occurs in the Tivoli Enterprise Monitoring Server start	187
Chapter 10. Monitoring agent troubleshooting	189
Command-line interface	189
OS agents	189
Linux OS agent fails to start	190
OS agent start command fails	190
Specific events are not monitored by the Windows OS agent	190
Take action commands and reflex automation	190
Warehouse agents	191
Unable to configure the Warehouse Proxy agent with modified parameters from the Tivoli Enterprise Portal GUI	192
Workspaces	192
A workspace view is showing an error	192
Local history migration tools move the agent operation logs to multiple agent history locations	193
Unreadable tool tip information for Available EIF Receivers list of the Situation editor	193
32-bit Agent Builder agent will not start on 64-bit Windows with System Monitor Agent-installed OS Agent	193
Unable to locate the file name of an exported situation that begins with numerals	194
Tivoli Enterprise Portal data for UNIX OS and Linux OS agents is not updated after stopping the disk	194
Testing the connection to the Tivoli Data Warehouse database is valid even with an invalid password	194
Configured non-root user agent starts up as root	194
Large historical collections slow monitoring agents	194
Unable to access History Collection Configuration for any agent	194
Agent names and icons are displayed incorrectly	195
64 bit monitoring agents are not started	195
Errors in the configuration xml file	195
Subnode Limitations for autonomous function	196
Binary Path attribute of the Windows OS agent does not show a value	197
Installing pre-v6.2.1 Monitoring Agent for Windows OS onto a v6.2.1 or later monitoring server inadvertently unconfigures the	197
OS agent restarted unexpectedly on heavily loaded systems	197
Calendar entries overlap	198
Receive an error when deploying an System Service Monitor agent	198
The Agent Service Interface is not globalized	198
Some attribute group names are unintelligible from the History Collection Configuration window	198
History collection fails to display the most recent 24 hours of data	198
Situations with attributes from more than 1 group not supported with autonomous agent	199
Failure when importing situation xml file edited with WordPad	199
Printer details of another system are displayed on the Tivoli Enterprise Portal	199
CTIRA_MAX_RECONNECT_TRIES environment variable is now obsolete	199
Agent goes offline after removing history path	200
Override button is not present for a situation	200
Agent's Management Definition View columns are not showing data	200
There is a situation distribution discrepancy if there is a hub monitoring server outage when one or more remote monitoring s	200
Installing v6.2.2 agent application support on a monitoring server for a prior release causes agents to fail	200
Installing backlevel Windows OS agent on existing environment causes monitoring server not to start	200
SNMP trap Sendto fails	201
Situation overrides cannot be used to disable situations on specific systems at specific times	201
Situation or calendar name in thresholds.xml file appears incorrect	201
BAROC file is missing for IBM Tivoli Monitoring 5.x Endpoint situations	201
The target host name, platform, and version information is not displayed for the deployment status in the CLI or the workspac	202
Agent upgrade and restart using non-root	202
After installing and configuring a monitoring agent, it fails to start	204
situation_fullname slot missing for delete events	204
Logs are using the situation ID string instead of the display name	204
If a managed system list is removed for a situation, the situation stops	205
Descriptions are not displayed for default situations	205
Agent configuration failed on remote deployment while using single quotes for configuration properties	205
New attributes missing	205
Unable to receive summarized data for the last hour in the Tivoli Enterprise Portal	206
Summarization for CCC logs is not allowed	206
Receive errors when modifying the JAVA HEAP SIZE for the Summarization and Pruning Agent	206
When associating situations, they fire, but cannot be viewed	206
The Summarization and Pruning agent fails when processing an index created in a previous release of the product	206
Summarization and Pruning agent schedule not affected by daylight saving time	207
Attribute names must be kept under 28 characters long	207
Agent deployment operations are not completing before the TIMEOUT expires	207
Deploy cannot tell if the installation failed	208
An agent does not display in the portal client or in the output from the listSystems command	208
One monitoring agent's workspaces are listed under another agent node on the portal client	210
Issues with starting and stopping an agent as a non-Administrator user	211
UNIX-based systems Log agent was deployed, configured, and started but returns the KFWITM290E error	211
KDY1024E error is displayed when configuring the run-as user name for an agent	211
Interface unknown messages in ras1 logs	211
When upgrading a System Service Monitors agent from 3.2.1 to 4.0, receive KDY3008E message	212
The Tivoli Data Warehouse fails and you either lose data or have memory problems	212
Error list appears in warehouse logs	213
When configuring the Monitoring Agent for Sybase and the Warehouse Proxy Agent, receive message to use CandleManage	214
listSit command with the type option fails with a KUIC02001E message on Japanese Systems	214
Creating a situation from a group member does not copy the distribution list	214
A changed situation name does not show up	214
New agents do not display in the portal client Navigator view	214
An agent displays unavailable in the portal client	214
CTIRA_HOSTNAME has no effect on log file names	215
The Summarization and Pruning Agent and the Warehouse Proxy Agent do not work with DB2 9.1 Fix Pack 2	215
An error of 'can bind a LONG value only for insert' appears	215
Errors in either the Warehouse Proxy Agent or Summarization and Pruning Agent logs	215
Receive a message saying that the statement parameter can only be a single select or a single stored procedure	215
Custom defined workspace views do not handle symbol substitution as expected	215
Unresolved variables in custom queries	216
A message appears after accepting the license	217
Adding agent help files requires a restart of the Eclipse Help Server and the Tivoli Enterprise Portal Server	218
Unable to create historical collection directory for ud:db2inst1	218
Receive a large amount of data back from the warehouse for a baseline command	218
Chapter 11. Command troubleshooting	219
On Solaris 8 operating systems, checkprereq processes do not complete	219
Situations deleted from the CLI are still listed on Tivoli Enterprise Portal Situation editor	219
The tacmd addBundles command returns an unexpected KUICAB010E error message	219
tacmd removeBundles command returns unnexpected KUICRB010E error message	219
tacmd executecommand command run against subnode fails	220
The krarloff command returns an error message	220
Unexpected KUIC02013E error message	220
Missing options for login -stdin results in unexpected behavior	221
A system error occurs with the tacmd editsystemlist -e command	221
Problem running the tacmd listsystemlist -d command on Linux systems	221
Commands with embedded single quotation marks fail	222
tacmd exportnavigator -o not behaving correctly	222
TACMD xxxxAction commands fail on Japanese systems	222
Overrides set against an agent cannot be deleted from the command line	222
tacmd listsit -m UX Managed System gives no result	222
Receive a busy monitoring server message when using the getfile, putfile, or executecommand commands	223
Reconfiguring an agent and then getting the deploy status yields a port number message	223
tacmd getfile or putfile command is failing	223
Temporary files remain when tacmd getfile or putfile is interrupted	223
Receive an OutOfMemory exception when using the import or export commands	224
The suggestbaseline or acceptbaseline commands fail	224
Problems with Take Action commands and curly brackets	224
When configuring the Monitoring Agent for Sybase and the Warehouse Proxy Agent, receive message to use CandleManage	224
listSit command with the type option fails with a KUIC02001E message on Japanese Systems	224
Take Action command names do not accept non-English characters	225
addBundles command times out	225
createNode command fails	225
tacmd suggestbaseline minimum, maximum, and average function values are ignored	225
tacmd suggestbaseline command receives an error	226
When using the listSystems command, the last two digits for the version appear as 'XX'	226
The command tacmd restartAgent fails if the agent is already stopped	226
Using the kinconfig command and remotely starting, stopping or recycling agents fails on Windows 2000 systems	227
You receive a message when using a tacmd command related to agents	227
You receive a message when trying to use the tacmd maintagent command	227
Endpoint fails to connect to monitoring server when running createnode from a monitoring server in a different domain	227
Take Action commands do not work if unrequired values are left blank	228
Take Action commands do not display messages when run from a Navigator Item or from a workspace view	228
Corrupted tacmd responses are displayed in the command-line interface	228
The listSystems command consumes high CPU in enterprise environments	229
Improving tacmd command response time when using VMWare	229
The addSystem command fails with error message KUICCR099E	230
The tacmd getdeploystatus command is not returning status return codes	230
tacmd createSit does not send errors if you mistype the name of an attribute	231
wsadmin commands' output indicates the wrong server name	231
When using the viewuser command, you receive a message that an option is repeating	231
Commands fail when a situation name consists of characters	231
tacmd addSystem fails if agent already exists	231
Installing an exported agent bundle using install.sh causes an error	232
The addbundles command fails	232
The exportBundles command does not work for patches	232
Chapter 12. Performance Analyzer troubleshooting	233

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Chapter 1. Introduction to troubleshooting

To troubleshoot a problem, you typically start with a symptom or set of symptoms

and trace back to the cause.

Troubleshooting is not the same as problem solving, although during the process of

troubleshooting, you can obtain enough information to solve a problem, such as

with end-user errors, application programming errors, and system programming

errors.

You might not always be able to solve a problem yourself after determining its

cause. For example, a performance problem might be caused by a limitation of

your hardware. If you are unable to solve a problem on your own, contact IBM

Software Support for a solution. See Chapter 2, “Logs and data collection for

troubleshooting,” on page 5 for information on the types of data to collect before

contacting Support.

Sources of troubleshooting information

The primary troubleshooting feature is logging. Logging refers to the text messages

and trace data generated by the software. Messages and trace data are sent to an

output destination, such as a console screen or a file.

Typically, text messages relay information about the state and performance of a

system or application. Messages also alert the system administrator to exceptional

conditions when they occur. Consult the explanation and operator response

associated with the displayed messages to determine the cause of the failure. See

the document IBM Tivoli Monitoring Messages for message information.

Trace data capture transient information about the current operating environment

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 “Trace logging” on page 35 for more

information about tracing.

Problem classification

The first task in troubleshooting is to determine the origin of the problem, or

which component or function is experiencing a problem. To assist you in

determining the origin of the problem, collect documentation at the time of the

error.

You might experience problems with IBM Tivoli Monitoring in the following areas:

Installation

Upgrading

Configuration

Connectivity

Tivoli Enterprise Portal

Tivoli Enterprise Portal Server

Tivoli Enterprise Monitoring Server

Tivoli Enterprise Monitoring Agent deployment