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170 IBM Tivoli Monitoring: Troubleshooting Guide

Table of Contents

Default Chapter1
- Troubleshooting Guide1
- Table of Contents5
Tables15
About this Information17
- Monitoring Components17
Chapter 1. Introduction to Troubleshooting19
- Sources of Troubleshooting Information19
- Problem Classification19
- Viewing the IBM Support Portal20
- Subscribing to IBM Support Notifications20
Chapter 2. Logs and Data Collection for Troubleshooting23
- Appropriate IBM Tivoli Monitoring RAS1 Trace Output23
- Running Snapcore to Collect Information23
  - Installing IBM Tivoli Monitoring on Red hat23
- Locating the Core File24
- Getting Dr. Watson Dumps and Logs25
- Kpccma.ras Files25
- Sources of Other Important Information26
Chapter 3. Common Problem Solving27
- About the Tools27
- I am Trying to Find out What Software Is Supported27
- Workspaces Are Missing or Views Are Empty28
- Status of a Monitoring Agent Is Mismatched between the Portal Client and Tacmd Command31
- The Portal Server Does Not Start or Stops Responding33
- The Portal Client Does Not Respond36
- Historical Data Is Missing or Incorrect38
- A Situation Does Not Raise When Expected43
  - Diagnosing that a Situation Does Not Raise When Expected43
  - Resolving Situation-Specific Problems44
- A Reflex Automation Script Does Not Run When It Should46
  - Diagnosing that a Reflex Automation Script Does Not Run When It Should46
  - Resolving Format and Variable Problems46
- High CPU Usage on a Distributed System47
Chapter 4. Tools53
- Trace Logging53
- Dynamically Modify Trace Settings for an IBM Tivoli Monitoring Component71
- Displaying Portal Server Tasks in the Command Prompt75
- Kfwsqlclient Utility75
- Clearing the JAR Cache76
- Using the UAGENT Application77
- Pdcollect Tool77
- Ras1Log Tool78
- Backspace Check Utility78
- Build TEPS Database Utility79
- IBM Tivoli Monitoring Operations Logging79
  - Windows and UNIX Systems79
  - Z/Os Systems80
- Itmsuper81
Chapter 5. Installation and Configuration Troubleshooting83
- Frequently Asked Questions83
- General Installation Problems and Resolutions86
- Windows Installation Problems and Resolutions102
- UNIX-Based System Installation Problems and Resolutions106
- The Error "Unexpected Signal: 4 Occurred at Pc=0Xfec3Fde4" Occurs During Installation113
- Troubleshooting Z/Os-Based Installations114
  - Tivoli Monitoring Z/Os Initialization Checklist114
  - Z/Os-Based Installations Problems and Resolutions122
- Uninstallation Problems and Workarounds125
Chapter 6. Connectivity Troubleshooting133
- Cannot Log on to the Portal Server133
  - Cannot Log in to the Tivoli Enterprise Portal Server133
- Cannot Connect to the Portal Server135
  - Cannot Connect to Tivoli Enterprise Portal Server137
- Cannot Launch the Portal Client on Windows XP after Installation (Message KFWITM215E)138
- Portal Server Is Initializing and Is Not Ready for Communications139
- Portal Server Is Unavailable During a Portal Client Work Session139
- Portal Server Does Not Start after Installation139
- Portal Server Is Not Connecting with the Hub Monitoring Server139
  - The Tivoli Enterprise Portal Server Does Not Start after Installation139
- DB2 Errors When Opening a Tivoli Enterprise Portal Workspace140
  - Control Interface Publishing140
- A Monitoring Process Fails to Start on Linux or UNIX after Changing a .Profile for Root141
- Heartbeat Issues When Running on a Linux Guest Using Vmware142
Chapter 7. Portal Client Troubleshooting145
- Cannot Select the Create New Group Icon Within the Object Group Editor145
- Cannot Load Product Configuration Data after Changing Warehouse Database from Oracle to DB2 on Linux or UNIX145
- Data in the Tivoli Enterprise Portal Is Missing and You Receive an Error145
- Javawebstart Tivoli Enterprise Portal Fails to Display Help Screens145
- Client Allows You to Save a Situation with an Invalid Character146
- Tivoli Enterprise Portal or the Browser Displays the Yen Symbol as a Backslash in Japanese146
- Using an Administrator Name with Non-Latin1 Characters, Cannot Log Onto the Tivoli Enterprise Portal146
- Non-ASCII Characters Are Not Accepted in the User ID or the Distinguished Name Field146
- The Tivoli Enterprise Portal Desktop Does Not Work When Exporting DISPLAY147
- Some Attribute Groups Showing a Different Name in the Tivoli Enterprise Portal147
- Monitoring Agents Show in an Unexpected Position in the Navigation Tree147
- Tivoli Enterprise Portal Desktop Called through Java Web Start Does Not Work Properly after Adding Agents Support for Tivoli Enterprise Portal Server149
- Receive a Loading Java TM0 Applet Failed149
- Tacmd Createuser Output Indicates that the Path to the Java Home Directory was Not Found149
- Cannot Launch the Tivoli Enterprise Portal Help150
- On an Active Directory Server, Sysadmin Cannot Logon to the Tivoli Enterprise Portal Client150
- Several Enterprise Workspaces Are Returning an151
- Error,Sql1_Createrequest Failed, Rc=350151
- Error, Kfwitm217E:request Error,Sql1_Createrequest Failed, Rc=350151
- You Cannot Paste Non-ASCII Characters in the Situation Editor151
- Situation Editor Cannot Display Advanced Advice Help Files151
- After Acknowledging a Situation Event and Selecting the Link for that Situation, You Might Receive a Message151
  - Installation Logs151
- Password Problem Using the LDAP Security Option on Active Directory System152
- There Is a Memory Leak in the Tivoli Enterprise Portal Browser Client When the Number of Workspace Switches Increases152
- Help Index and Search Text Entry Fields Are Disabled152
- Java Exception Logging Onto the Tivoli Enterprise Portal from a Browser152
- On Linux, IBM Tivoli Enterprise Monitoring Agent152
- On Linux, IBM Tivoli Enterprise Monitoring Agent Topics Do Not Display in the Help Contents or Index Tabs153
- Navigator Items Are Listed in an Unexpected Order153
- Clicking on the Timespan Icon for One View Brings up the Data for Another View153
- Heapdumps and Javacore Files Are Placed on Desktops When Running in Browser Mode153
- Java Errors Occur with the IBM V1.4.2 JRE155
- Web Portal Client Does Not Work with Sun JRE155
- Tivoli Enterprise Portal Has High Memory Usage and Poor Response Time156
- Tivoli Enterprise Portal Has High Memory Usage156
- Data Is Not Returned to the Portal Client157
- Directdraw Thread Loops Infinitely Causing Poor Portal Client Performance157
- Workflow Editor Is Disabled and the Following Tools Do Not Display: Event Console, Graphic View, Edit Navigator View (Navigator View Toolbar)158
- Situations Are Not Firing158
- Historical UADVISOR Situations Are Started on the Agent if Historical Collection Is Configured to Collect Data158
- At the Bottom of each View, You See a Historical Workspace KFWITM217E Error159
- Installation of Situation Data Fails Due to I/O on VSAM Data Sets159
- Kshsoap Client Fails Because of Missing Libraries on UNIX-Based Systems160
- Category and Message Field of the Universal Message Does Not Accept DBCS160
- An Error Occurs When Remotely Removing an Instance on Windows160
- Agents Display Offline in the Portal Client but Fire Situations and Agent Logs Report that They Are Running161
- Navigator View Sorts Erratically When You Remove Multiple Managed Systems Simultaneously161
- Multiple Events that Occur at the same Time Are Loaded too Slowly161
- Desktop Client Performs Poorly after Installing Language Packs for IBM Tivoli Monitoring161
- Existing OMEGAMON Product Imagery Displays after Upgrading to IBM Tivoli Monitoring V6.1162
- The Warehouse Proxy Agent Started, but Does Not Appear in the Managed System Status List on the Tivoli Enterprise Portal162
- Cannot Start or Stop Agents from the Navigator View162
- Cannot Load a Ws_Pres.css File in Order to Select a Language Other than English163
Chapter 8. Portal Server Troubleshooting165
- Performance Impacts of the HTTP and HTTPS Protocols165
- Users Who Run the IBM HTTP Server Do Not Have Permission to the Content Directory165
- Tacmd Exportworkspaces or Importworkspaces Receives an out of Memory Error165
- The Portal Server and Warehouse Proxy Agent Fail to Connect to the Database on a 64-Bit Windows System166
- Failed to Log on as Sysadmin with Portal Server LDAP Enabled166
- On AIX Systems, Newly Created Users with Auto-Expire Passwords Cause Installation Failures166
- Linux Portal Server Unable to FTP Catalog/Attribute Files166
- Upgrading the Tivoli Enterprise Portal Server Takes a Long Time166
- Running the Tivoli Management Services Discovery Library Adapter, Results in a Book that Does Not Contain the Fully Qualified Host Name166
- Portal Server Performance Is Slow167
- Cannot Create a Tivoli Enterprise Portal Server Database167
- You Receive a KFW Error When a Query Is Sent to168
- More than 200 Managed Systems168
- Non-Hub Situations Are Not Associated at the Tivoli Enterprise Portal Server Level169
- Starting and Stopping the Eclipse Help Server169
- Non-Root Stopping or Starting Agents Causes Problems169
- Root Password Is Not Accepted During Non-Root Tivoli Enterprise Portal Server Configuration169
- Corba User Exception Is Included in the Portal Server Log When Creating Situations170
- Stopping or Starting the Ewas Subcomponent of the Portal Server170
Chapter 9. Monitoring Server Troubleshooting171
- Messages Related to the Index File Are Displayed When the Agent Fails Back to a Remote Monitoring Server171
- A Generic RPC Communications Error Is Received When Issuing a Long-Running Tacmd Execute Command171
- Troubleshooting Monitoring Server Problems on Distributed Systems171
- Troubleshooting Monitoring Server Problems on Z/Os Systems184
Chapter 10. Monitoring Agent Troubleshooting189
- Command-Line Interface189
- OS Agents189
  - Linux os Agent Fails to Start190
  - OS Agent Start Command Fails190
  - Specific Events Are Not Monitored by the Windows os Agent190
- Take Action Commands and Reflex Automation190
- Warehouse Agents191
  - Unable to Configure the Warehouse Proxy Agent with Modified Parameters from the Tivoli Enterprise Portal GUI192
- Workspaces192
  - A Workspace View Is Showing an Error192
- Local History Migration Tools Move the Agent Operation Logs to Multiple Agent History Locations193
- Unreadable Tool Tip Information for Available EIF Receivers List of the Situation Editor193
- 32-Bit Agent Builder Agent will Not Start on 64-Bit Windows with System Monitor Agent-Installed os Agent193
- Unable to Locate the File Name of an Exported Situation that Begins with Numerals194
- Tivoli Enterprise Portal Data for UNIX os and Linux os Agents Is Not Updated after Stopping the Disk194
- Testing the Connection to the Tivoli Data Warehouse Database Is Valid Even with an Invalid Password194
- Configured Non-Root User Agent Starts up as Root194
- Large Historical Collections Slow Monitoring Agents194
- Unable to Access History Collection Configuration for any Agent194
- Agent Names and Icons Are Displayed Incorrectly195
- 64 Bit Monitoring Agents Are Not Started195
- Errors in the Configuration Xml File195
- Subnode Limitations for Autonomous Function196
- Binary Path Attribute of the Windows os Agent Does Not Show a Value197
- Installing Pre-V6.2.1 Monitoring Agent for Windows os Onto a V6.2.1 or Later Monitoring Server Inadvertently Unconfigures the Monitoring Server197
- OS Agent Restarted Unexpectedly on Heavily Loaded Systems197
- Calendar Entries Overlap198
- Receive an Error When Deploying an System Service Monitor Agent198
- The Agent Service Interface Is Not Globalized198
- Some Attribute Group Names Are Unintelligible from the History Collection Configuration Window198
- History Collection Fails to Display the most Recent 24 Hours of Data198
- Situations with Attributes from more than 1 Group Not Supported with Autonomous Agent199
- Failure When Importing Situation Xml File Edited with Wordpad199
- Printer Details of Another System Are Displayed on the Tivoli Enterprise Portal199
- CTIRA_MAX_RECONNECT_TRIES Environment Variable Is Now Obsolete199
- Agent Goes Offline after Removing History Path200
- Override Button Is Not Present for a Situation200
- Agent's Management Definition View Columns Are Not Showing Data200
- There Is a Situation Distribution Discrepancy if There Is a Hub Monitoring Server Outage When One or more Remote Monitoring Servers Remain Active200
- Installing V6.2.2 Agent Application Support on a Monitoring Server for a Prior Release Causes Agents to Fail200
- Installing Backlevel Windows os Agent on Existing Environment Causes Monitoring Server Not to Start200
- SNMP Trap Sendto Fails201
- Situation Overrides Cannot be Used to Disable Situations on Specific Systems at Specific Times201
- Situation or Calendar Name in Thresholds.xml File Appears Incorrect201
- BAROC File Is Missing for IBM Tivoli Monitoring 5.X Endpoint Situations201
- The Target Host Name, Platform, and Version Information Is Not Displayed for the Deployment Status in the CLI or the Workspace202
- Agent Upgrade and Restart Using Non-Root202
- After Installing and Configuring a Monitoring Agent, It Fails to Start204
- Situation_Fullname Slot Missing for Delete Events204
- Logs Are Using the Situation ID String Instead of the Display Name204
- If a Managed System List Is Removed for a Situation, the Situation Stops205
- Descriptions Are Not Displayed for Default Situations205
- Agent Configuration Failed on Remote Deployment While Using Single Quotes for Configuration Properties205
- New Attributes Missing205
- Unable to Receive Summarized Data for the Last Hour in the Tivoli Enterprise Portal206
- Summarization for CCC Logs Is Not Allowed206
- Receive Errors When Modifying the JAVA HEAP SIZE for the Summarization and Pruning Agent206
- When Associating Situations, They Fire, but Cannot be Viewed206
- The Summarization and Pruning Agent Fails When Processing an Index Created in a Previous Release of the Product206
- Summarization and Pruning Agent Schedule Not Affected by Daylight Saving Time207
- Attribute Names Must be Kept under 28 Characters Long207
- Agent Deployment Operations Are Not Completing before the TIMEOUT Expires207
  - Resolutions for Agent Deployment Operations207
- Deploy Cannot Tell if the Installation Failed208
- An Agent Does Not Display in the Portal Client or in the Output from the Listsystems Command208
- One Monitoring Agent's Workspaces Are Listed under Another Agent Node on the Portal Client210
- Issues with Starting and Stopping an Agent as a Non-Administrator User211
- UNIX-Based Systems Log Agent was Deployed, Configured, and Started but Returns the KFWITM290E Error211
- KDY1024E Error Is Displayed When Configuring the Run-As User Name for an Agent211
- Interface Unknown Messages in Ras1 Logs211
- When Upgrading a System Service Monitors Agent from 3.2.1 to 4.0, Receive KDY3008E Message212
- The Tivoli Data Warehouse Fails and You Either Lose Data or Have Memory Problems212
- Error List Appears in Warehouse Logs213
- When Configuring the Monitoring Agent for Sybase and the Warehouse Proxy Agent, Receive Message to Use Candlemanage214
- Listsit Command with the Type Option Fails with a KUIC02001E Message on Japanese Systems214
- Creating a Situation from a Group Member Does Not Copy the Distribution List214
- A Changed Situation Name Does Not Show up214
- New Agents Do Not Display in the Portal Client Navigator View214
- An Agent Displays Unavailable in the Portal Client214
- CTIRA_HOSTNAME Has no Effect on Log File Names215
- The Summarization and Pruning Agent and the Warehouse Proxy Agent Do Not Work with DB2215
- Fix Pack215
- An Error of 'Can Bind a LONG Value Only for Insert' Appears215
- Errors in Either the Warehouse Proxy Agent or Summarization and Pruning Agent Logs215
- Receive a Message Saying that the Statement Parameter Can Only be a Single Select or a Single Stored Procedure215
- Custom Defined Workspace Views Do Not Handle Symbol Substitution as Expected215
- Unresolved Variables in Custom Queries216
- A Message Appears after Accepting the License217
- Adding Agent Help Files Requires a Restart of the Eclipse Help Server and the Tivoli Enterprise Portal Server218
- Unable to Create Historical Collection Directory for Ud:db2Inst1218
- Receive a Large Amount of Data Back from the Warehouse for a Baseline Command218
Chapter 11. Command Troubleshooting219
- On Solaris 8 Operating Systems, Checkprereq Processes Do Not Complete219
- Situations Deleted from the CLI Are Still Listed on Tivoli Enterprise Portal Situation Editor219
- The Tacmd Addbundles Command Returns an Unexpected KUICAB010E Error Message219
- Tacmd Removebundles Command Returns Unnexpected KUICRB010E Error Message219
- Tacmd Executecommand Command Run against Subnode Fails220
- The Krarloff Command Returns an Error Message220
- Unexpected KUIC02013E Error Message220
- Missing Options for Login -Stdin Results in Unexpected Behavior221
- A System Error Occurs with the Tacmd Editsystemlist -E Command221
- Problem Running the Tacmd Listsystemlist -D Command on Linux Systems221
- Commands with Embedded Single Quotation Marks Fail222
- Tacmd Exportnavigator -O Not Behaving Correctly222
- TACMD Xxxxaction Commands Fail on Japanese Systems222
- Overrides Set against an Agent Cannot be Deleted from the Command Line222
- Tacmd Listsit -M UX Managed System Gives no Result222
- Receive a Busy Monitoring Server Message When Using the Getfile, Putfile, or Executecommand Commands223
- Reconfiguring an Agent and then Getting the Deploy Status Yields a Port Number Message223
- Tacmd Getfile or Putfile Command Is Failing223
- Temporary Files Remain When Tacmd Getfile or Putfile Is Interrupted223
- Receive an Outofmemory Exception When Using the Import or Export Commands224
- The Suggestbaseline or Acceptbaseline Commands Fail224
- Problems with Take Action Commands and Curly Brackets224
- When Configuring the Monitoring Agent for Sybase and the Warehouse Proxy Agent, Receive Message to Use Candlemanage224
- Listsit Command with the Type Option Fails with a KUIC02001E Message on Japanese Systems224
- Non-English Characters225
- Addbundles Command Times out225
  - Createnode Command Fails225
- Tacmd Suggestbaseline Minimum, Maximum, and Average Function Values Are Ignored225
- Tacmd Suggestbaseline Command Receives an Error226
  - When Using the Listsystems Command, the Last Two Digits for the Version Appear as 'XX226
  - The Command Tacmd Restartagent Fails if the Agent Is Already Stopped226
  - Starting, Stopping or Recycling Agents Fails on Windows 2000 Systems227
  - You Receive a Message When Using a Tacmd Command Related to Agents227
  - You Receive a Message When Trying to Use the Tacmd Maintagent Command227
  - When Running Createnode from a Monitoring Server in a Different Domain227
  - Take Action Commands Do Not Work if Unrequired Values Are Left Blank228
  - When Run from a Navigator Item or from a Workspace View228
  - Corrupted Tacmd Responses Are Displayed in the Command-Line Interface228
  - The Listsystems Command Consumes High CPU in Enterprise Environments229
  - Improving Tacmd Command Response Time When Using Vmware229
  - The Addsystem Command Fails with Error Message KUICCR099E230
  - The Tacmd Getdeploystatus Command Is Not Returning Status Return Codes230
  - Tacmd Createsit Does Not Send Errors if You Mistype the Name of an Attribute231
- Server Name231
  - When Using the Viewuser Command, You Receive a Message that an Option Is Repeating231
  - Commands Fail When a Situation Name Consists of Characters231
- Tacmd Addsystem Fails if Agent Already Exists231
- Installing an Exported Agent Bundle Using Install.sh Causes an Error232
- The Addbundles Command Fails232
- The Exportbundles Command Does Not Work for Patches232
Chapter 12. Performance Analyzer Troubleshooting233
- Enabling Logging for the Agent233
- Enabling Logging for the Monitoring Portal234
- Installation and Configuration Issues234
- Problems after Upgrading235
  - Interface for Tivoli Enterprise Portal Fails When Downloading Tasks List236
  - When Tasks Are Started and When You Should See Data in the Workspaces236
- No Data Is Displayed in the Workspaces237
- Nonlinear Tasks Take too Long to Complete238
- Agent Never Connects to the Monitoring Server239
  - The Tivoli Enterprise Monitoring Server Does Not Restart after Installation of Domain Support239
  - Utilities for Backing up the Database241
Chapter 13. Database Troubleshooting241
- Data Loss Prevention241
  - Backing up the Database for Recovery Purposes241
  - Restoring the Original Database Contents241
- If You Modify Your Password or if It Expires241
- DB2 Purescale Environment242
  - Installation243
  - Windows Portal Server Cannot Connect to the Database243
- Oracle Problem with JDBC Drivers Prior to 11.1.0.7244
- Database Contents Are Incorrect after Installation244
- After Upgrading to DB2 UDB Version 8.1 Fix Pack 10245
- Using DB2 V8.1, Warehouse Proxy Agent Crashes245
- Using DB2 V9.1 for Z/Os, Warehouse Proxy Agent Encounters a Large Number of Disconnections245
- Historical Data Is Not Warehoused246
- Historical Data for Logs Is Incorrect246
  - Warehouse Proxy Agent or Summarization and Pruning Agent Fails Due to DB2 Transaction Log Full246
  - Incorrect Data Is Collected in the Warehouse for Filtering if Using a Wildcard246
- Too Much Historical Data Is Collected247
- Warehouse Proxy Agent Failed to Export Data247
  - There Are ORACLE or DB2 Errors in the Khdras1.Log File247
  - To Perform Operation "CREATE BUFFERPOOL SQLSTATE=42502248
Chapter 14. Event Synchronization Troubleshooting249
- Event Synchronization Installation and Configuration Troubleshooting249
- Errors Occur During Installation of IBM Tivoli Monitoring Event Synchronization249
- Start after Configuring the Probe to Use Monitoring Rules249
- Netcool/Omnibus Integration Troubleshooting250
- General Event Synchronization Troubleshooting260
Chapter 15. Tivoli Common Reporting Troubleshooting263
- Locations of Log Files263
- Java out of Memory Error after Installation263
- Cognos Reports Are Displayed as a Blank266
Chapter 16. Tivoli Audit Facility Troubleshooting273
- Audit Log Workspace Does Not Display Records before the Latest Component Startup273
- Audit Log Workspace Shows Only 100 of the most Recent Audit Records273
- IBM Tivoli Monitoring Processes by Operating System275
Appendix. IBM Tivoli Monitoring277
Documentation Library277
- IBM Tivoli Monitoring Library277
- Documentation for the Base Agents278
- Related Publications279
- Other Sources of Documentation279
Support Information281
Notices285
Glossary289
- Index303

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