A Troubleshooting AMS

This appendix lists errors you may encounter while using components of the AlphaServer Management Station (AMS). (See Section D.4 for advice on troubleshooting Event Manager problems.)

Problem: SPM displays "platform communication error" in the Hardware Warnings and Errors display when discovering a newly added platform or when refreshing an existing platform.
The IP address of the NAT box or terminal server may be incorrect or the NAT box or terminal server may have not been configured correctly. Check the configurations, correct any errors you may find and make sure that you can successfully send a ping command to the platforms before you try SPM again.

Problem: The AMS software intermittently shows one or more platforms with a "Platform not responding" status. The AMU message pane may also show request time-out errors and a partially drawn tree display.
Version 1.03x of the NAT box's firmware has tightened up access through its firewall (specifically in the Stateful Packet Inspection (SPI) parameters), and may shut down or limit communication via the UDP protocol used by the AMS server to access the ES47/ES80/GS1280 SMLAN.
When the UDP packets are blocked, AMS times out waiting for a response from the AlphaServer. To resolve this problem, disable the SPI within the firewall function in the SMC7008ABR NAT box (8-port only) with firmware v1.03x.

Problem: On a Linux Red Hat AMS, the SPM client is launched successfully locally as an application as well as an applet using the web browser, but remote access using the browser on a remote client machine fails.
You may have enabled the firewall when you installed or configured Red Hat. Reconfigure the firewall setting to No Firewall and try again.

Problem: On a Linux Read Hat 7.3 workstation, starting the smauth daemon results in the following message:
```
missing shared library: /usr/lib/libpam.so
 
```
You need to install the following rpm from the Development/Libraries group of the Read Hat 7.3 installation CD 2:
/RedHat/RPMS/pam-devel-0.75-32.i836.rpm

Problem: On a Linux Read Hat 7.3 server, starting amstomcat displays the following error:
```
missing shared library: libstdc++lib6.1.-1.so2
```
You need to install the following rpm from the System Environment/Libraries group of the Read Hat 7.3 installation CD 2:
/RedHat/RPMS/compat-libstdc++-6.2-2.9.0.16.i386.rpm

Problem: In SPM, a partition's context menu does not contain a Telnet menu item
When a platform is added, the consoles that correspond to each partition need to be configured before they can be accessed using Telnet. After a console is successfully configured, the console's context menu will contain "Telnet."

Problem: When trying to Telnet to a console using SPM or PCM, the console window displays the message "012 - Console is disabled."
Console access has been disabled by a user. In SPM, select the Enable Console menu of the console and make sure that it displays checked. In PCM, select the Enable check box in the console's configuration window.

Problem: While using SPM a dialog with the message "The AMS server has stopped responding..." is displayed. Closing this dialog causes the SPM display to be cleared.
You may have had a network interruption and the SPM client could not communicate with the server. If your network is working and you can successfully send a ping command to the server, then the Tomcat server may stopped running. Log into your AMS server and determine if the Tomcat process is still running by entering one of the following commands
On Tru64 UNIX systems:
```
# /sbin/init.d/amstomcat status
```
On Linux systems:
```
# /etc/init.d/amstomcat status
```
If the catalina process is not running, make sure that Tomcat was not stopped from the command line by checking the last line in/usr/opt/ams/tomcat/catalina.out. If that line is "Stopping service Tomcat-Apache", it means that Tomcat was stopped by a user. To restart Tomcat, enter one of the following commands:
On Tru64 UNIX systems:
```
# /sbin/init.d/amstomcat start
```
On Linux systems:
```
# /etc/init.d/amstomcat start
```
If Tomcat was not stopped by a user, Tomcat and the JVM may have crashed. The following steps will help you collect debug information before you contact AMS support
1. Stop Tomcat if it is running.
2. Collect and save current log files from the following directories :
  
  /usr/opt/ams/tomcat/logs
  /usr/opt/ams/tomcat/webapps/spm/WEB-INF/log
  /usr/opt/ams/logs (all files, including subdirectories
3. Enter the following commands to enable the SPM and AMU server debug:
```
# cd /usr/opt/ams/tomcat/webapps/spm/WEB-INF
# cp debug.SPMSLog4J.xml SPMSLog4J.xml
# cd data
# cp debug.ServerConfiguration.xml ServerConfiguration.xml
```
4. Start Tomcat and try to reproduce the problem.
5. When the problem is reproduced, collect the log files as in step 2.
6. Send the log files from steps 2 and 5 to AMS support with a description of the problem.
7. Stop Tomcat.
8. Copy the non-debug files back to stop collecting debug information:
```
# cd /usr/opt/ams/tomcat/webapps/spm/WEB-INF
# cp default.SPMSLog4J.xml SPMSLog4J.xml
# cd data
# cp default.ServerConfiguration.xml ServerConfiguration.xml
```
9. Start Tomcat

Problem: PCM exits after entering a regular expression in the Events Add dialog box.
You may have entered double-quotes in the regular expression. Double-quotes cause the PCM to exit.

Problem: A blank screen displays when attempting to run the SPM.
The AMS machine may not have enough memory to run the SPM. See the installation instructions for more information.

Problem: Updating the platform's firmware is unsuccessful.
1. Stop the Tomcat server before attempting to update the firmware by using one of the following commands:
  For Tru64 UNIX:
```
# /sbin/init.d/amstomcat stop
```
  For Linux:
```
# /etc/init.d/amstomcat stop
```
2. Use the command line interface to the platform's management port by connecting to it from either the SPM or the PCM. See either Chapter 2 or Chapter 5 for more information.

Problem: The Console Management Facility daemon, cmfd, keeps writing to console logs in /usr/opt/ams/logs/cmf.current and /usr/opt/ams/logs/cmf.dated until the disk is full.
Copy the contents of the log files to a separate location and empty the contents of the log directories.

Problem: The PCM cannot connect to the console daemon, cmfd, and the console status is unknown. The PCM displays this error message in a dialog box and in the list of managed systems.
Restart the cmfd daemon.

Problem: When using the PCM, you attempt to connect to a console but the connection is closed by a foreign host and you are asked to press Return to return to the PCM main window.
This may be caused by another user or application being connected to the console. Ask the user to disconnect from the console or clear the console line.

Problem: A console has a status of Inaccessible.
This may be caused by another application using the console connection or by a VT100 terminal that is connected directly to the port. Ask the user to disconnect the terminal from the console or clear the console line.

Problem: A console has a status of Unknown.
This may occur if the cmfd daemon has stopped or unresponsive. To check the status of the cmfd daemon, enter one of the following commands:
On Tru64 UNIX systems:
```
# /sbin/init.d/cmfd status
```
On Linux systems:
```
# /etc/init.d/cmfd status
```
If the cmfd daemon is not running, enter one of the following commands to start it:
On Tru64 UNIX systems:
```
# /sbin/init.d/cmfd start
```
On Linux systems:
```
# /etc/init.d/cmfd start
```