Troubleshooting Reference

Transcription

1 IBM SmartCloud Application Performance Management UI Version 7.7 Troubleshooting Reference SC T

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3 IBM SmartCloud Application Performance Management UI Version 7.7 Troubleshooting Reference SC T

4 Note Before you use this information and the product it supports, read the information in Notices on page 21. This edition applies to ersion 7.7 of the IBM SmartCloud Application Performance Management UI and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM Corporation US Goernment Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

5 Contents Chapter 1. About this publication Intended audience Publications IBM SmartCloud Application Performance Management UI library Related publications Accessing terminology online Ordering publications Accessibility Tioli technical training Tioli user groups Support information Conentions used in this publication Typeface conentions Variables and paths that are dependent on your operating system Chapter 2. Troubleshooting Accessibility Notices Priacy policy considerations Trademarks Copyright IBM Corp iii

6 i SmartCloud Application Performance Management UI Troubleshooting Reference

7 Chapter 1. About this publication Intended audience Publications Use this publication to learn more about IBM SmartCloud Application Performance Management UI Version 7.7. This publication is for administrators and system programmers who use IBM SmartCloud Application Performance Management UI. Readers must be familiar with the following products: IBM Tioli Monitoring IBM Tioli Composite Application Manager for Applications IBM Tioli Composite Application Manager for Microsoft Applications IBM Tioli Composite Application Manager for Transactions This section lists publications in the IBM SmartCloud Application Performance Management UI library and related documents. This section also describes how to access Tioli publications online and how to order Tioli publications. IBM SmartCloud Application Performance Management UI library The following documents are aailable in the IBM SmartCloud Application Performance Management UI library: IBM SmartCloud Application Performance Management UI Version 7.7, User's Guide SC Proides information about how to install, configure, and use the SmartCloud Application Performance Management UI component. Related publications The following documents also proide useful information: IBM SmartCloud Application Performance Management, Standard Edition Offering Guide, SC Proides general information about the component products of IBM SmartCloud Application Performance Management, Standard Edition. IBM SmartCloud Application Performance Management, Standard Edition Quick Start Guide, CF3YPML Proides information about typical installation of IBM SmartCloud Application Performance Management, Standard Edition. IBM SmartCloud Application Performance Management, Entry Edition Offering Guide, SC Proides general information about the component products of IBM SmartCloud Application Performance Management, Entry Edition. IBM SmartCloud Application Performance Management, Entry Edition Quick Start Guide, CF3YQML Copyright IBM Corp

8 Proides information about typical installation of IBM SmartCloud Application Performance Management, Entry Edition. IBM SmartCloud Application Performance Management Entry Edition - VM Image, Installation and Deployment Guide, SC Proides information about how to install and deploy IBM SmartCloud Application Performance Management Entry Edition - VM Image, and how to use it to monitor your IBM business integration systems. IBM SmartCloud Application Performance Management Entry Edition - VM Image, Offering Guide, SC Proides general information about the component products of IBM SmartCloud Application Performance Management Entry Edition - VM Image. IBM SmartCloud Application Performance Management Entry Edition - VM Image, Quick Start Guide, CF3P5ML Proides information about typical installation of IBM SmartCloud Application Performance Management Entry Edition - VM Image. The following documents are aailable from the IBM SmartCloud Application Performance Management wiki ( community/groups/serice/html/communityiew?communityuuid=0587adbc f-8c adea11ed#fullpageWidgetId=W42ce7c6afdb9_42c2_a9ea_e1ba310bea8c). You can also find these documents in the Files section of the Application Performance Management deeloperworks community ( deeloperworks/community/groups/serice/html/ communityiew?communityuuid=0587adbc f-8c adea11ed#fullpagewidgetid=w42ce7c6afdb9_42c2_a9ea_e1ba310bea8c): IBM SmartCloud Application Performance Management UI Troubleshooting Reference, SC T Proides general troubleshooting information for the IBM SmartCloud Application Performance Management UI component. IBM SmartCloud Application Performance Management UI Reference, SC R Proides reference information for the IBM SmartCloud Application Performance Management UI component. IBM SmartCloud Application Performance Management Entry Edition - VM Image Reference, SC R Proides reference information for the IBM SmartCloud Application Performance Management Entry Edition - VM Image product. Accessing terminology online The IBM Terminology website consolidates the terminology from IBM product libraries in one conenient location. You can access the Terminology website at Ordering publications You can order many Tioli publications online at You can also order by telephone by calling one of these numbers: In the United States: In Canada: SmartCloud Application Performance Management UI Troubleshooting Reference

9 In other countries, contact your software account representatie to order Tioli publications. To locate the telephone number of your local representatie, perform the following steps: 1. Go to 2. Select your country from the list and click Go. 3. Click About this site in the main panel to see an information page that includes the telephone number of your local representatie. Accessibility Tioli technical training Tioli user groups Support information Accessibility features help users with a physical disability, such as restricted mobility or limited ision, to use software products successfully. With this product, you can use assistie technologies to hear and naigate the interface. You can also use the keyboard instead of the mouse to operate all features of the graphical user interface. For more information about accessibility, see the Accessibility Appendix and the accessibility section in the oeriew chapter of theibm SmartCloud Application Performance Management UI, User's Guide. For Tioli technical training information, see the following IBM Tioli Education website at Tioli user groups are independent, user-run membership organizations that proide Tioli users with information to assist them in the implementation of Tioli Software solutions. Through these groups, members can share information and learn from the knowledge and experience of other Tioli users. Tioli user groups include the following members and groups: 23,000+ members 144+ groups Access the link for the Tioli Users Group at If you hae a problem with your IBM software, you want to resole it quickly. IBM proides the following ways for you to obtain the support you need: Online Access the IBM Software Support site at support/probsub.html. IBM Support Assistant The IBM Support Assistant is a free local software sericeability workbench that helps you resole questions and problems with IBM software products. The Support Assistant proides quick access to support-related information and sericeability tools for problem determination. To install the Support Assistant software, go to support/isa. Troubleshooting For more information about resoling problems, see the IBM SmartCloud Chapter 1. About this publication 3

10 Conentions used in this publication Application Performance Management UI wiki at deeloperworks/community/wikis/home?lang=en#!/wiki/ibm %20SmartCloud%20Application%20Performance%20Management/page/SC %20APM%20UI. A troubleshooting guide is also aailable from the Files section of the Application Performance Management deeloperworks community: serice/html/communityiew?communityuuid=0587adbc f-8c adea11ed#fullpagewidgetid=w42ce7c6afdb9_42c2_a9ea_e1ba310bea8c Seeral conentions are used in this publication for special terms, actions, commands, and paths that are dependent on your operating system Typeface conentions This publication uses the following typeface conentions: Bold Italic Lowercase commands and mixed case commands that are otherwise difficult to distinguish from surrounding text Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons, list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs, property sheets), labels (such as Tip:, and Operating system considerations:) Keywords and parameters in text Citations (examples: titles of publications, diskettes, and CDs Words that are defined in text (example: a nonswitched line is called a point-to-point line) Emphasis of words and letters (words as words example: "Use the word that to introduce a restrictie clause."; letters as letters example: "The LUN address must start with the letter L.") New terms in text (except in a definition list): a iew is a frame in a workspace that contains data. Variables and alues you must proide:... where myname represents... Monospace Examples and code examples File names, programming keywords, and other elements that are difficult to distinguish from surrounding text Message text and prompts addressed to the user Text that the user must type Values for arguments or command options Bold monospace Command names, and names of macros and utilities that you can type as commands Enironment ariable names in text Keywords Parameter names in text: API structure parameters, command parameters and arguments, and configuration parameters Process names 4 SmartCloud Application Performance Management UI Troubleshooting Reference

11 Registry ariable names in text Script names Variables and paths that are dependent on your operating system This publication uses the UNIX conention for specifying enironment ariables and for directory notation. When you use the Windows command line, replace $ariable with % ariable% for enironment ariables and replace each forward slash (/) with a backslash (\) in directory paths. The names of enironment ariables are not always the same in the Windows and UNIX enironments. For example, %TEMP% in Windows enironments is equialent to $TMPDIR in UNIX enironments. Note: If you are using the bash shell on a Windows system, you can use the UNIX conentions. Chapter 1. About this publication 5

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13 Chapter 2. Troubleshooting This guide proides information about how to troubleshoot a problem that you might encounter when using IBM SmartCloud Application Performance Management UI. Table 1. Problems Problem When iewing the Getting Started page in Chrome ersion 21 or later, you are blocked from opening links because they are not secured (https) links. Jazz data is not receied. msggtm_xt.log.0 is displayed: GTMCL5525W: Response code <RSP_CODE> (<DESCRIPTION>) returned when requesting information from the JazzSM Registry Serice. Jazz is not being queried for data. Message GTMCL5516I: OSLC enrichment requests completed is not seen in msggtm_xt.log.0. Solution Click on the shield icon on the upper right of the browser and select Load unsafe script to continue to the page. Reiew the <RSP_CODE> and <DESCRIPTION> tags and take appropriate action. Reiew the.../apmui/usr/serers/ scr/logs/scrserer.log file for additional details. If the response code indicates a connectiity issue or authorization issue, go to the.../apmui/usr/serers/ scr/apps/cli directory and complete the following steps: 1. Run oslconcfig -display to reiew the current configuration. 2. Run oslcconfig -test to erify connectiity with the current configuration. 3. Run oslcconfig -alter to update the configuration if required and run oslconfig -test to erify any updated configuration changes. Configuration changes can take up to 10 minutes to take effect. If the response code is 500, this might indicate a problem with the Jazz serer. Contact the Jazz administrator to inestigate. Verify that Jazz Import has been enabled, go to the.../apmui/scr/xmltoolkit/bin directory and complete the following steps: 1. Run the oslcconfig -display command. 2. Verify if DL_Enable_OSLC_Import_Thread is true. If DL_Enable_OSLC_Import_Thread is false, run the connmanager command to configure the Jazz support. Then restart the serice component repository (SCR) process, by using the scrstop and scrstart commands. If DL_Enable_OSLC_Import_Thread is true, recycle the SCR process by using the scrstop and scrstart commands. Copyright IBM Corp

14 Table 1. Problems (continued) Problem Data is receied by the SCR but data is not aailable when queried by Open Serices for Lifecycle Collaboration (OSLC) queries. No data is plotted in the line chart popup for Database Utilization (last 2 hours) and Log Utilization (last 2 hours) under the Database Status group widget with IBM Tioli Monitoring ersion fix pack 3. Launch in context to IBM Tioli Enterprise Portal functionality for all SQL agent group widgets does not work with IBM Tioli Monitoring ersion fix pack 3. Solution Go to dbdiag. Select apitransactions and erify that transactions hae been logged. If the TRANSTATE is READY_TO_PROCESS for many transactions, check to ensure that the SCR process is running. If the TRANSTATE is PROCESSING_FAILED, check the msggtm_xt.log.0 for exceptions. If the TRANSTATE is PROCESS_COMPLETED, check the APMUI.log file. Verify that SmartCloud Application Performance Management UI can communicate with the SCR profile. Rerun the connmanager script to reset the communication configuration between SmartCloud Application Performance Management UI and SCR if it is unclear that this configuration completed correctly. If SmartCloud Application Performance Management UI is successfully communicating with the SCR, check the countbyshape link at the following link: SCRCLUSTER_SCR_oslc/scr/dbdiag. Verify that SericeInstance instances hae been receied. If instances are not receied, check that the proider is sending data. Check the scrserer.log and msggtm_xt.log.0 files for exceptions. If problems persist, contact IBM support. If the TRANSTATE is PROCESS_STARTED, reiew TIMESTATEDPROCESSING. If the time is excessie, reiew the CPU usage and aailable memory. Select the locks and transactions links to reiew whether the Derby database has contention issues. If apitransactions does not list any transactions, ensure that the Liberty SCR profile is running. If the profile is running, erify that the proiders are sending data. If the profile is not running, reiew the scrserer.log file for exceptions. This is a known issue and has no workaround. This is a known issue and has no workaround. 8 SmartCloud Application Performance Management UI Troubleshooting Reference

15 Table 1. Problems (continued) Problem Creating the application repository DB2 database fails with the following message: The <dbname> database alias already exists in either the local database directory or the system database directory (SQL1005N). When you use the itmcmd agent stop cq command to stop Tioli Enterprise Portal Serer, the stopcnps.sh process hangs for a long time. The itmcmd agent stop cq command does not stop Tioli Enterprise Portal Serer. Solution Before you attempt to create the database again, complete the following steps: 1. Start a DB2 command session and enter the following command to iew all cataloged databases: db2 list db directory 2. Verify that SCR is included in the listing. If the database does not appear in the listing, complete the following steps: Enter the db2 catalog db SCR as TEMPSCR command Enter the db2 list db directory command to see your new catalog entry Enter the db2 drop db TEMPSCR command to drop the database If the db2 drop command fails, enter the following commands: db2 uncatalog db TEMPSCR db2 terminate Note: The preious statement assumes that the default database name is used. 3. Attempt to recreate the SCR databases by manually running the database creation scripts: tbsm_db.sh -s sc -c tbsm_db.sh -s sc -f c -U dbuser -P dbpassword 1. Stop the Tioli Enterprise Portal Serer embedded WebSphere Application Serer: On the command line, enter the following command: #/opt/ibm/itmall/li6263/iw/bin/stopserer.sh ITMSerer 2. Stop Tioli Enterprise Portal Serer: On the command line, enter the following command: #/opt/ibm/itmall/bin/itmcmd agent stop cq 3. Start Tioli Enterprise Portal Serer: On the command line, enter the following command: #/opt/ibm/itmall/bin/itmcmd agent start cq Use the following commands: /opt/ibm/itm623fp1/aix536/iw/bin/stopserer.sh ITMSerer /opt/ibm/itm623fp1/bin/itmcmd agent stop cq You can display the UI, but when you try to add an instance of a WebSphere Application Serer, HTTP, or DB2 serer, there are no instances to add. Errors that are related to IBM SmartCloud Application Performance Management are displayed in the WebSphere Application Serer error logs, including Connection Refused. Important: Replace /opt/ibm/itm623fp1/aix536 with your installation directory. If Connection Refused exceptions are displayed in the log, restart your Tioli Enterprise Portal Serer. Chapter 2. Troubleshooting 9

16 Table 1. Problems (continued) Problem The installation completed correctly, but no IBM Tioli Monitoring data proider is displayed. In the SAP component widget configuration, :Ins and :mysap instances are displayed. The :ins instances display data, but the :mysap instances always display no data or incomplete data. When you shut down a serer, the SmartCloud Application Performance Management UI does not detect the status change. On the IBM Tioli Monitoring portal, it is reported that the serer is disconnected. If I restart Tioli Common Reporting, the status is correct. No instances are displayed in the component editor, as in the following image: Solution If KD8_ITM_REST_SERVICE_ENABLE= N occurs in the cq.config file, change the alue to Y in the cq.ini file, then restart the Tioli Enterprise Portal Serer. :mysap is the SAP instance. :Ins is the subnode for the :mysap instance, and all data that is collected from the SAP system are associated with the subnode. The SmartCloud Application Performance Management UI polls the IBM Tioli Monitoring data proider to get the status. Wait for some time to see whether the status changes. No instances are displayed when a data source is not selected after you refresh the SmartCloud Application Performance Management UI drier. To sole the problem, configure the data proider. The data in the Components dashboard is inconsistent with the data of the component detail dashboard. Data in tooltip is inconsistent with data in the summary bar of a cluster group widget. If beta driers of the SmartCloud Application Performance Management UI were preiously installed, the browser still displays contents of preious driers. The data for the Components dashboard comes from the memory cache. But the tooltip data comes from the IBM Tioli Monitoring enironment in on-demand mode. The component detail dashboard gets data from the memory cache. If there is no data in the memory cache, the data comes from the IBM Tioli Monitoring enironment in on-demand mode. If an application has seeral dashboards, all dashboards are not updated or refreshed at the same time. Different dashboards can hae different data sources and different ways of getting data. This problem happens because a preious release of SmartCloud Application Performance Management UI was installed and your browser caches some related data. To resole the issue, clear your browser cache and restart the SmartCloud Application Performance Management UI. 10 SmartCloud Application Performance Management UI Troubleshooting Reference

17 Table 1. Problems (continued) Problem The Components dashboard indicates that some agents are not aailable. Solution This problem can be caused by the installation not completing correctly. Confirm that you followed all installation steps as documented in the Installation section. The problem can also be caused by multiple IBM Tioli Monitoring agents collecting data at a slower rate than the read timeout alue. If you encounter this problem, change the APMUI_TRACE_LEVEL=ERROR parameter to APMUI_TRACE_LEVEL=DEBUG_MAX in the log.properties file. After you get new log files, you can search for "sec=" to locate the slow agents (greater than 30 seconds). You can also check your IBM Tioli Monitoring agent response time through the Tioli Enterprise Portal. Click the IBM Tioli Monitoring agents workspace and check whether the data is returned and what the response time is. Then, you can determine the slow IBM Tioli Monitoring agents. You can fix the slow IBM Tioli Monitoring agent and return the agent to normal status, or remoe the agent instances from the application. A customized eent is not displayed in the Eents dashboard. No data is returned for some Transactions or Users group widgets. This problem occurs if at least one Web Response Time or Robotic Response Time agent has historical data, and at least one Robotic Response Time or Web Response Time agent is running but has no historical data. You also can change the IBM Tioli Monitoring data proider read timeout alue, which defaults to 90 seconds. The read timeout alue is defined as the apm.serer.connection.curi.readtimeout parameter in the project.properties file that is in the <TIP Home>/profiles/TIPProfile/installedApps/TIPCell/ isc.ear/apmtip.war/web-inf/classes/ directory. This problem occurs if the situation is not associated with a Tioli Enterprise Portal Serer node. If there are multiple Tioli Enterprise Portal Serers, use the tacmd exportsitassociations command to export situation associations from a Tioli Enterprise Portal Serer. Then, import the situation associations to another Tioli Enterprise Portal Serer with the tacmd importsitassociations command. Stop any Web Response Time or Robotic Response Time agents that hae no historic data. Chapter 2. Troubleshooting 11

18 Table 1. Problems (continued) Problem When you create an application and iew the Application Dashboard, the icons display an unknown status. It can take longer than 5 minutes for status data to propagate in SmartCloud Application Performance Management UI dashboards. Solution SmartCloud Application Performance Management UI refreshes data in the memory cache eery 300 seconds. After an application is created, the cache gathers data at a 5 minute interal (APMUI_DATA_PREFETCH_INTERVAL). SmartCloud Application Performance Management UI calculates status propagation at a 60 second interal (APMUI_DATA_PROPAGATION_INTERVAL). Status data is not propagated until the memory cache is ready. In the worst situation, status data is propagated in 6 minutes. The percentage alues in status summary widgets might not total 100%. Agent instance is not displayed when you create an application. The following parameters can be set in the apmui.cfg file: APMUI_DATA_PREFETCH_STATUS=ON APMUI_DATA_PREFETCH_INTERVAL=300 APMUI_DATA_PROPAGATION_INTERVAL=60 Data is calculated and rounded off to the first decimal place. This problem is a known issue and limitation of the product in this release. To display the agent instance, complete the following steps: 1. Complete one of the following options: Restart Tioli Enterprise Monitoring Serer and Tioli Enterprise Portal Serer. Install IBM Tioli Monitoring Version Fix Pack 1 without support (SDA enabled). 2. Install support by pointing the agent to IBM Tioli Monitoring. 3. Wait until the support is operational. 4. Install the apmui.war file. 5. Create an application on your agent dashboard. You can now create an application for your agent by selecting the appropriate instance. Launch-in-context to Tioli Enterprise Portal is disabled. This problem is a known issue for ios and Android OS deices. Launch-in-context to Tioli Enterprise Portal is disabled on these OS deices. Multiple windows can be opened from any group This behaior is a known issue with Internet Explorer 9.0. widget. These windows do not automatically close when you click to open a new window from another group widget. 12 SmartCloud Application Performance Management UI Troubleshooting Reference

19 Table 1. Problems (continued) Problem When you upgrade from IBM Tioli Monitoring Fix Pack 1 to IBM Tioli Monitoring Fix Pack 2, data proider defects are not fixed. The actie crawls details are displayed on an ipad deice only when you click the number of actie crawls in the Actie Crawls Statistics group widget. The actie crawl details are not displayed when you click the line charts that are displayed in the Actie Crawls Statistics group widget. When you double-click in the Aailable Memory line chart in the Cluster Node Detail group widget, you cannot go to the Node Memory workspace in the Tioli Enterprise Portal. For the Actie Directory agent, on an ipad deice, you cannot open the Cache Size group widget by clicking a chart in the Cache Details group widget. The status of the Business Process Management (BPM) process group is not consistent with the Eent dashboard. Eents that are not correlated to the process group are displayed in the Eent dashboard and contribute to application status propagation. If you deploy into an IPV6 cloud group using Mozilla Firefox V4.0 or later, when you attempt to access the irtual applicance using IPV6, you might see an error accepting the self-signed SSL certificate for IPV6. The following message might be displayed: Unable to obtain identification status for the gien site. Solution To sole this problem, redeploy the ITMREST.ear file. Start Tioli Enterprise Portal Serer and run the following commands: AIX or Linux systems: Change directory: <CANDLEHOME>/<arch>/iw/ profiles/itmprofile/bin Where <CANDLEHOME>/<arch> is the IBM Tioli Monitoring directory. On the command line, enter the following command:./wsadmin.sh -f <CANDLEHOME>/<arch>/ cq/lib/earinstall.jacl ITMREST <CANDLEHOME>/<arch>/cq/lib/ITMREST.ear Windows systems: Change directory: <CANDLEHOME>\CNPSJ\profiles\ ITMProfiles\ITMProfile\bin Where <CANDLEHOME> is the IBM Tioli Monitoring directory. On the command line, enter the following command: wsadmin.bat -f <CANDLEHOME>\cnps\ earinstall.jacl ITMREST <CANDLEHOME>/cnps/ ITMREST.ear For example, if the <CANDLEHOME> directory is c:\ibm\itm, on the command line, enter the following command: wsadmin.bat -f c:\ibm\itm\cnps\earinstall.jacl ITMREST /ibm/itm/cnps/itmrest.ear This problem is a known issue in this release. You can go to the Node Memory workspace from the Aailable Memory (last 2 hours) group widget, which is displayed on the Microsoft Cluster Serer Dashboard page. This problem is a known issue in this release. This problem is a known issue in this release. This problem is caused by a known limitation of Mozilla Firefox when connecting to a serer with a self-signed SSL certificate for IPV6. To aoid this problem, you can use another supported Web browser, for example, Internet Explorer V10. If you want to continue to use Mozilla Firefox, you must set up the DNS correctly and replace the IP address with the host name of the hyperisor. Chapter 2. Troubleshooting 13

20 Table 1. Problems (continued) Problem When clicking the Read button to create an application, the application name and the names of the application components are all the same. Solution This issue occurred because the applications and profiles defined in Application Management Configuration Editor of IBM Tioli Composite Application Manager for Transactions are not properly configured. When an application is deleted from Tioli Application Dependency Discoery Manager, its counterpart in SmartCloud Application Performance Management UI is not deleted automatically. To resole this problem, you must restore the whole SmartCloud Application Performance Management UI with the preious backup data, including the Derby database of SmartCloud Application Performance Management UI and the database of application repository. For more detailed instructions, see the topic "Backing up and restoring the databases of SmartCloud Application Performance Management UI" in the SmartCloud Application Performance Management UI V7.7 User's Guide. After SmartCloud Application Performance Management UI is restored, you must correct the applications and profiles configuration in Application Management Configuration Editor of IBM Tioli Composite Application Manager for Transactions. You can delete the application in SmartCloud Application Performance Management UI manually. To delete an application in SmartCloud Application Performance Management UI, click the application in the naigator of the Application Dashboard and then click the minus sign (-) on the top of the Applications window. 14 SmartCloud Application Performance Management UI Troubleshooting Reference

21 Table 1. Problems (continued) Problem When you click My Components in the Applications window, it takes a long time for the dashboard to display. Solution When a large number of components are stored in the application repository of SmartCloud Application Performance Management UI, enabling My Components might cause performance issues. To sole this problem, complete the following steps to disable My Components: 1. Log on to the system on which the SmartCloud Application Performance Management UI serer is running. 2. Go to the apm_ui_install/user/serers/apmui/apps/ customcfg directory, where apm_ui_install is the installation directory of SmartCloud Application Performance Management UI. 3. Edit the apmui.cfg file to set ENABLE_MY_COMPONENTS to false. Depending on your operating system, run one of the following commands for the changes to take effect: (For Windows systems) apmcfg.bat -o APM_UI_port -u APM_user -p APM_password (For Linux or UNIX systems)./apmcfg.sh -o APM_UI_port -u APM_user -p APM_password SmartCloud Application Performance Management UI cannot get application updates from JazzSM, possible symptoms are that an application is defined in Tioli Application Dependency Discoery Manager, but its structure information is not aailable in SmartCloud Application Performance Management UI, or application updates are not reflected on SmartCloud Application Performance Management UI. The Agentless Transaction Tracking group widget shows "No data aailable". Where APM_UI_port is the HTTPS port number of SmartCloud Application Performance Management UI. APM_user is a user ID of SmartCloud Application Performance Management UI with administratie authorities. APM_password is the password that is associated with the user ID. Check the workload of JazzSM. Refer to the technote at the following URL for information about performance tuning of JazzSM: dociew.wss?uid=swg Ensure that all the machines from which data is collected are time synchronized. Instructions about how to synchronize time ary, depending on the operating system. Chapter 2. Troubleshooting 15

22 Table 1. Problems (continued) Problem Failed to sae an application with the following error message: CTGAZ0001E: The application cannot be saed because the application repository is not aailable. Some components in SmartCloud Application Performance Management UI do not hae a managed system name. When you click one of these components, a blank group widget, or a Transaction Reporter group widget is displayed in the Component dashboard. If you naigate from Client Details page to Transaction Details page, you cannot naigate back to Client Details from Transaction Details directly by clicking the Client Group name. On Linux systems, when you use the command serer.sh stop or serer.sh start to stop or start the serers, the commands hang for a long time and exit with the error message AttachNotSupportedException. After you configure the MSN component, there is no update notification in SmartCloud Application Performance Management UI. Solution This problem occurs if you update the serer.xml file for the application repository while it is running and do not recycle it after you make the changes. To fix this problem, do one of the following to recycle the application repository serer, depending on your operating system: On a Windows system APMUI_Home\bin serer stop scr serer start scr On a Linux or UNIX system APMUI_Home/bin serer stop scr serer start scr where APMUI_Home is the installation directory of SmartCloud Application Performance Management UI. If you want to iew monitoring data from a source agent, for example, a DB2 agent, or a WebSphere MQ agent, other than the data from a Transaction Tracking agent, try the following methods: Check the configuration of Application Management Configuration Editor in ITCAM for Transaction Tracking. Add a Web Response Time agent to monitor the TCP traffic of the network. This behaior is normal because currently SmartCloud Application Performance Management UI does not support such naigation loop between two pages. The same situation happens if you first naigate from Transaction Details to Client Details, and then try to naigate back to Transaction Details. This problem occurs because the temporary files in /tmp/.com_ibm_tools_attach/ are not deleted properly. This problem usually happens to non-root users. Go to the/tmp/.com_ibm_tools_attach/ directory and remoe the files and directories within. Then, rerun the command. This problem occurs because the application repository reconciliation fails. To resole this problem, you must first enable Web Response Time (WRT) TCP monitoring in your enironment. Then configure TO agent to get WRT TCP data, and extract WRT TCP data to application repository for reconciliation. Note: Web Response Time (WRT) TCP monitoring must be enabled in the enironment to ensure successful reconciliation. 16 SmartCloud Application Performance Management UI Troubleshooting Reference

23 Table 1. Problems (continued) Problem After you enter the correct URL in the browser to access SmartCloud Application Performance Management UI, the following error message is displayed: The requested URL could not be retrieed. Uninstallation hangs on a Windows system for a long time. After migrating from a preious release to SmartCloud Application Performance Management UI V7.7, non-ldap users cannot log on when LDAP authentication is enabled. When running the following command on the SmartCloud Application Performance Management UI serer with DB2 on a Windows system, the DL_Enable_OSLC_Import_Thread property is not set to true as expected. This causes the importing of data from JazzSM to the application repository to fail. connmanager.bat alter h FRS_host p FRS_port U FRS_user P FRS_password Solution This problem occurs because the serer of SmartCloud Application Performance Management UI is down. To resole this problem, open the command line interface and run the following commands to restart the serer: On Windows systems: cd APMUI_home\usr\serers\apmui\apps\customCfg serer.bat start apmui On Linux systems: cd APMUI_home/usr/serers/apmui/apps/customCfg./serer.sh start apmui where APMUI_home is the installation directory of SmartCloud Application Performance Management UI. To resole this problem, complete the following steps: 1. Cancel the uninstallation process. 2. Stop all running programs and close all opened files or directories. 3. Retry uninstallation. SmartCloud Application Performance Management UI V7.7 only supports LDAP authentication or basic authentication. Therefore, non-ldap users are disabled if LDAP authentication is enabled. There is no workaround to this problem. To work around this problem, complete the following steps: 1. Go to the APMUI_home\SCR\XMLtoolkit\bin directory, where APMUI_home is the installation directory of SmartCloud Application Performance Management UI. 2. Run the following command to establish a connection with JazzSM connmanager.bat alter h FRS_host p FRS_port U FRS_user P FRS_password 3. Go to the APMUI_home\usr\serers\apmui\apps\ customcfg directory. 4. Run the following commands to restart the SmartCloud Application Performance Management UI serer: serer.bat stop serer.bat start Chapter 2. Troubleshooting 17

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25 Accessibility Accessibility features help users with physical disabilities, such as restricted mobility or limited ision, to use software products successfully. The major accessibility features in this product enable users in the following ways: Use assistie technologies, such as screen-reader software and digital speech synthesizer, to hear what is displayed on the screen. Consult the product documentation of the assistie technology for details on using those technologies with this product. Operate specific or equialent features using only the keyboard. Magnify what is displayed on the screen. In addition, the product documentation was modified to include the following features to aid accessibility: All documentation is aailable in both HTML and conertible PDF formats to gie the maximum opportunity for users to apply screen-reader software. All images in the documentation are proided with alternatie text so that users with ision impairments can understand the contents of the images. Naigating the interface using the keyboard Standard shortcut and accelerator keys are used by the product and are documented by the operating system. For more information, see the documentation that is proided by your operating system. Magnifying what is displayed on the screen You can enlarge information in the product windows with facilities that are proided by the operating systems on which the product is run. For example, in a Microsoft Windows enironment, you can lower the resolution of the screen to enlarge the font sizes of the text on the screen. For more information, see the documentation that is proided by your operating system. Copyright IBM Corp

26 20 SmartCloud Application Performance Management UI Troubleshooting Reference

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