How To Troubleshoot A Log And Event Manager Reports On Windows (Windows) (Windows 7) (Powerbook) (X86) (Apple) (Mac) (Amd64) (For Windows) (Ms

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2 Copyright 2015 SolarWinds Worldwide, LLC. All rights reserved worldwide. No part of this document may be reproduced by any means nor modified, decompiled, disassembled, published or distributed, in whole or in part, or translated to any electronic medium or other means without the written consent of SolarWinds. All right, title, and interest in and to the software and documentation are and shall remain the exclusive property of SolarWinds and its respective licensors. SOLARWINDS DISCLAIMS ALL WARRANTIES, CONDITIONS OR OTHER TERMS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON SOFTWARE AND DOCUMENTATION FURNISHED HEREUNDER INCLUDING WITHOUT LIMITATION THE WARRANTIES OF DESIGN, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT. IN NO EVENT SHALL SOLARWINDS, ITS SUPPLIERS, NOR ITS LICENSORS BE LIABLE FOR ANY DAMAGES, WHETHER ARISING IN TORT, CONTRACT OR ANY OTHER LEGAL THEORY EVEN IF SOLARWINDS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. The SolarWinds, the SolarWinds & Design, ipmonitor, LANsurveyor, Orion, and other SolarWinds marks, identified on the SolarWinds website, as updated from SolarWinds from time to time and incorporated herein, are registered with the U.S. Patent and Trademark Office and may be registered or pending registration in other countries. All other SolarWinds trademarks may be common law marks or registered or pending registration in the United States or in other countries. All other trademarks or registered trademarks contained and/or mentioned herein are used for identification purposes only and may be trademarks or registered trademarks of their respective companies. Microsoft, Windows, and SQL Server are registered trademarks of Microsoft Corporation in the United States and/or other countries. April 6, 2015

3 Introduction SolarWinds Log & Event Manager (LEM) Reports is a separate application from the LEM Web console. Reports allows you to select which Manager you want to report on, select the reports to run, and schedule when you want to run the reports. The system then automatically generates the reports according to your schedule and settings. Create LEM Reports with different levels of data and graphics,using master reports, detailed reports, and top-level reports. Export reports to formats such as Crystal Reports,.Adobe Acrobat, Microsoft Excel, and HTML. Key Reports functions The following figure shows where to find key Reports functions. 1

4 Introduction The following table explains these Reports functions. Item Name Description Menu Button Quick Access toolbar Ribbon Settings tab View tab Grouping bar Report list/preview pane Click the Menu button to open, save, or print a report, and to see everything else you can do with a report. This button has a similar function to the File menu used by earlier Windows programs. The Quick Access Toolbar is a customizable toolbar. It contains a set of commands that are independent of the tab that is currently displayed. You can customize the toolbar by adding buttons for the commands you use most often, and you can move the toolbar to two different locations. The Ribbon is designed to help you quickly find the commands that you need to complete a task. Commands are organized in logical groups that are collected together under tabs. Each tab relates to a type of activity, such as running and scheduling reports, or viewing and printing reports. To save space, you can minimize the Ribbon, showing only the tabs. Use the commands on this tab to choose the reports you want to run, open, and schedule, and to configure reports and the reports data source settings. Upon opening or running a report, the Ribbon automatically switches to the View tab, which has a toolbar for printing, exporting, resizing, and viewing the report. If you click the View tab without having opened a report, the Preview pane shows a blank page. If you click the View tab and you have run a report, the Preview pane displays the contents of the report. You can use the yellow bar above the grid to group, sort, and organize the reports list. By default, this section is a grid that displays a list of SolarWinds' Standard Reports. Upon selecting a different report category, the grid changes to list the reports that are in that category. You use this grid to select report that you want to run or schedule. You can also filter and sort the grid to quickly find the reports you want to work with. Upon opening or running a report, this section changes into a report Preview pane that displays the report. In Ribbon also automatically switches to the View tab, which has a toolbar for printing, exporting, resizing, or viewing the report. 2

5 When do I use LEM Reports? When do I use LEM Reports? Use Reports to perform the following tasks: Run hundreds of pre-configured compliance and security reports. Schedule reports to run automatically. Filter the reports list by industry or requirement. Run Master, Detail, or Top level reports based on your information needs. Filter report data by values such as PC name, IP address, or user name. Export reports into multiple formats: o o Adobe Acrobat (PDF) Crystal Reports (RPT) o HTML 3.2 and 4.0 o o o o Microsoft Excel (XLS) Microsoft Word and Rich Text Format (RTF) Report Definition and Text (TXT) Tab Separated Text (TTX) About this guide The Log & Event Manager Reports Troubleshooting Guide covers many reporting issues starting with LEM 5.7, up to and including the most recent LEM release. Use this guide to investigate and resolve Reports installation and operations issues. The guide provides tips and troubleshooting steps for resolving Reports issues such as: Installations Connections Running reports Report functions Report error codes Log analysis 3

6 Installing Reports If you are installing reports as part of the initial LEM deployment using the Log & Event Manager Quick Start Guide, the reports are contained in the Desktop Software. Follow the installation procedures described in the Log & Event Manager Quick Start Guide. If you are installing reports separately from the LEM installation, download LEM reports from the SolarWinds customer portal. Be sure to download the same version of reports as the LEM (or SIM) version. Installing the wrong version of the reports results in an error, as described in the SolarWinds knowledgebase article Installing LEM reports. Download either the combination package (LEM reports and Crystal Reports Runtime) or download the individual reporting applications, at the following locations: LEM v LEM-v6.1.0-ReportsAndCrystal.zip LEM-v6.1.0-Reports.zip LEM v LEM-v6.0.1-ReportsAndCrystal.zip LEM-v6.0.1-Reports.zip LEM v LEM-v6.0.-Reports.zip LEM-v6.0.0-ReportsAndCrystal.zip 4

7 Installing Reports LEM v LEM-v5.7.0-Reports.zip Crystal Reports Runtime Engine LEM-v6.0.1-CrystalReportsRuntime.zip LEM 5.X.X and 6.X.X use Crystal Reports 11 Runtime. Older versions of LEM Reports are also available from the SolarWinds customer portal. To install the report application downloaded from the SolarWinds customer portal: 1. Extract the installer file(s) and place the installer on the local hard drive on the computer that reports will be installed on. 2. If using the reports combination package, double-click the installer file to install both applications. Built into this installer is the Run as administrator feature to perform the install with required permissions. Note: Be aware that security settings (and Windows User Account Control, or UAC) may restrict the install, especially if installing on Windows 8.x or Windows 2012-Rx. 3. If you are installing the separate applications (Crystal Reports Runtime and LEM Reports), run the Crystal Runtime Installer first. a. Right-click each installer and select Run as administrator to launch the install. (This is not needed if installing on Windows XP or 2003.) Ensure that each installer file is copied to the local hard drive of the computer upon which it is installed. b. If installing on Windows 8.1 or Windows 2012-R2, right-click each installer and select the Compatibility tab to perform the install using Windows 7 compatibility. You are now finished installing LEM Reports. 5

8 Installing Reports If your installation fails: 1. Make screenshots of the error. 2. Verify Windows status for firewall or other application conflicts. 3. Check for any errors logged to the Windows event logs. 4. Uninstall both the Crystal and LEM reports applications. 5. Remove the directory created for LEM reports, C:\Program Files (x86)\solarwinds Log and Event Manager Reports\. 6. Remove the C:\Program Files (x86)\common Files\Business Objects directory. 7. Reinstall Crystal and LEM reports as described above. Remember to select the Run as administrator option to both install and run Reports. 6

9 Running Reports Launch Reports as an administrator the first time you run the application. Depending on your Windows security set up, however, you may always need to run reports using the Run as administrator option. To automatically Run as administrator every time you run Reports: 1. Right click the Reports application icon. 2. Click Advanced on the Shortcut tab. 3. Select the Run as administrator checkbox and click OK. To automatically Run as administrator every time you run Reports: 1. Right click the Reports application icon. 2. Click Advanced on the Shortcut tab. 3. Select the Run as administrator checkbox and click OK. To set up reports for the first time: 1. Locate the Reports icon in your Windows Start menu, right click it, and select Run as administrator to launch the Reports application. 2. The first time you open Reports, a pop-up window displays the message "A manager list was not found. Please create a list containing at least one manager." This is not an error. Click OK to close the pop-up window. 3. In the Manager Configuration pop-up window, enter the LEM manager name, which can be a hostname or IP address. 4. Enter a Reports username and password. The username and password must already be defined in the LEM web console, under Build > Users. The user needs to have Administrator or Reports privileges, as defined in the Role menu in the LEM Web console. For details on creating a Reports user in the LEM Web console, see "Setting up a Dedicated LEM User for Reports Accessing" in the SolarWinds Log & Event Manager User Guide. 7

10 Running Reports 5. To create a non-tls connection, skip to step 6. SolarWinds recommends creating a non-tls, unsecured connection first to verify that all communications are working and that the Reports user can login. After making sure everything works as expected, try creating a TLS secure connection. Note: LEM v6.0.1 is the first version supporting TLS for Reports. LEM v6.0.0 and older do not support TLS for Reports. Also note that TLS for Reports is a different communication than SSL/TLS on port That SSL/TLS communication is for Web and Air consoles. To create a TLS connection to LEM, perform steps 5a through 5e below. a. Open a PuTTY session to the LEM manager/database on port b. Enter cmc as the username and password as your password. Note: Log into your appliance as the cmc user to perform backend LEM functions using an SSH client. Also, be aware that password is the default password and can be changed. c. Enter manager to access the Manager Configuration menu. d. In LEM v6.0.1 and higher, enter enabletls to enable TLS. e. In LEM v6.0.1, enter dbrestart to restart the database. (The database restarts automatically in post-v6.0.1 LEM releases.) The database reads the new credentials. 6. Select the green + (plus) icon to save your configuration and close the Manager Configuration window. The Data Source in the ribbon now contains the LEM Manager hostname or IP address. When more than one manager has been configured, closing the window resets the selected data source to the first one. This also happens after restarting the Reports application. Also, check before each report generated to ensure the correct manager has been selected. The SolarWinds Log & Event Manager Reports window appears. 8

11 Running Reports You can now select, run, and create reports. To run a report: 1. Select a report to run, right click, and select Run Report.. The Enter Parameter Values pop-up window appears. 2. Click Start Date/Time and enter the start time for the period covered in this report. 3. Click End Date/Time and enter an end date and time period to be covered in the report. 4. Click OK to save these parameters. The Reports application automatically switches to the View tab and displays the report results. 9

12 Running Reports Reports connections To ensure the Reports database connection in a typical LEM deployment (in which the LEM manager and database reside on the same appliance), disable the Windows firewall's three profiles. Or, also on Windows, add port 9001 exclusions to all three profiles when any firewall profile is enabled. The Reports database connection can fail if you do not disable the firewall or add exclusions to all profiles. The Windows firewall contains the following three profiles: domain public, and private. For instructions on working with these profiles, refer to your Microsoft documentation Although not as commonly deployed as the configuration described above, the LEM manager and LEM database can also be set up to be two separate virtual machines. In this configuration, the reports application communicates directly with the LEM database server, not the LEM manager. In LEM versions and later, the database appliance runs a Tomcat web app that provides Lucene database connectivity to the manager. 10

13 Troubleshooting strategies Log files list actions that have occurred in your system or almost any IT asset. One of the most effective strategies for troubleshooting LEM Reports is analyzing log files. This technique allows you to review all logged details about the system and its processes. If a process is running improperly or not running at all, analyzing system logs can help you identify where and how the process stopped. Analyzing log files Each log file contains many pieces of valuable information. With proper analysis of this data, you can identify what happened in your system that caused a LEM Reports issue. Log files that may be especially helpful for troubleshooting LEM Reports issues are: /usr/local/contego/manager.log: Located on the manager or database server. This log can be viewed by opening PuTTY session to the LEM appliance, entering your CMC credentials, and entering manager to access the Manager Configuration menu. From this menu: a. Enter the watchlog command to view real time entries being written and press <Ctrl+C> to return back to the CMC, or b. Enter the showlog command to view what has been written to this log up to this time. To navigate this log: i. Press <Enter> to navigate down one line at a time, ii. Press <Page Up> or <Page Down> to go up/down one page at a time. iii. Press <Shift+G> to go to the end of the log. iv. Press <q> to close this log. SWLEMReports.log: Located at C:\Program Files (x86)\solarwinds Log and Event Manager Reports\SWLEMReports.log. 11

14 Troubleshooting strategies crystaljrc.log: Located on C:\Program Files (x86)\solarwinds Log and Event Manager Reports\crystaljrc.log (available from onwards). With Linux tools like VIM and LESS, use a </> (slash mark) and a text string to search the log for that text string and the IP address/hostname of the host from which you are running reports make good search strings. In Windows, search logs in Notepad by pressing <Ctrl+F>, entering the text string to search, and pressing <Enter>. If an issue is specific to a particular report template, you can also check the report template.rpt file. Log analysis activities include: Identifying an unreachable manager or firewall-blocked port in the crystaljrc.log Distinguishing incorrect logon credentials in the crystaljrc.log Determining an invalid password in the manager.log Identifying an unreachable manager or firewall-blocked port: crystaljrc.log 07 Jan :40:51 [ORBacus:ThreadPerRequest:Dispatcher] FATAL com.crystaldecisions.data.jdbc - SQL Exception: [SQL State:] [Error Message:] java.net.connectexception: Connection refused: connect Distinguishing incorrect logon credentials: crystaljrc.log Incorrect logon credentials create a crystaljrc.log message like the following: 07 Jan :47:49 [ORBacus:ThreadPerRequest:Dispatcher] FATAL com.crystaldecisions.data.jdbc - SQL Exception: [SQL State:] [Error Message:] invalid authorization specification - not found: Java execution: AUTHENTICATION 12

15 Determining an invalid password error: manager.log Determining an invalid password error: manager.log An invalid password looks like the following in the manager log: (Sun Mar 22 16:24:31 CDT 2015) EE:ERR [NewUserLibrary] {HSQLDB Exception during authentication: report[subject:, ] - com.trigeo.core.users.trigeologinexception: Invalid username/password. Checking network connectivity with ZenMap Use analysis tools like ZenMap to examine port status on LEM appliances. ZenMap is the Graphical User Interface (GUI) to the NMAP network discovery utility. To learn more about NMAP and ZenMap, and to download the application and its interface, see 13

16 Reports issues and troubleshooting procedures This section provides troubleshooting tips for reporting functional issues and specific error codes. For more information on configuring access for data transfer between a LEM database and the Reports application, see "Enabling Transport Layer Security" in the SolarWinds Log & Event Manager User Guide. Troubleshooting report function issues The following items describe reports issues and ways to resolve them. Reports do not open The inability to open Reports implies an issue with the Reports application's installation. Resolution Uninstall and reinstall Reports: 1. Uninstall the Reports application. 2. Backup any existing custom reports to another location. 3. Delete the residual files from both the Crystal Reports Runtime location and the Reports installation location. 4. Reinstall Reports as described in Installing Reports. Unable to generate reports or run scheduled reports If a report does not generate or run as scheduled, review the resulting logs to see what happened. To turn on Reports logging, configure LEM Reports as described below. 14

17 Reports issues and troubleshooting procedures Resolution Turn on logging in Reports: 1. Locate the reports icon and right-click the Reports icon (or right-click SWLEMReports.exe). 2. Select Properties. 3. In the Shortcut tab, add /L (upper or lowercase L) after SWLEMReports.exe in the Target line. and click OK. 4. After running a report, open the file %ProgramFiles\Solarwinds Log and Event Manager Reports\SWLEMReports.log to see what happened. 15

18 Unable to generate reports or run scheduled reports Turn on logging in your scheduled tasks: 1. Open the Task Scheduler. 2. Select the task that's failing, and then click Action > Properties. 3. Click the Actions tab. 4. Click Edit. 5. Add /L (upper- or lower-case L) before the argument in the Add Arguments (optional) field. For example: /L %ProgramFiles%\SchedINI\BATCHDay.ini. The following image shows the /l in the Add Arguments line. 6. Click OK to close both Properties windows. 7. After the task fails, review the log file from the %ProgramFiles%\SolarWindsLog and Event Manager Reports\SWLEMReports.log to see what happened that caused the report to not generate. 16

19 Reports issues and troubleshooting procedures Reports generate, but show zero results Begin troubleshooting this issue by ensuring your time frames are set correctly. Then cross reference this data set with ndepth to make sure the data actually exists. If your time frames are correct and you are able to verify the data exists, consider adjusting your Crystal Reports filters. If you do not have Crystal Reports and have applied Crystal Reports filters with no results, try running the original LEM Report. The following resolution is for those who already use and understand the full version of Crystal Reports. Resolution Check and update report filter conditions: 1. Open the report template in a Crystal Reports IDE (Development Environment). 2. Navigate to Report > Selection Formulas > Record. 3. Ensure the events satisfy all the conditions stated there. 4. Ensure the Reports Console Windows machine is in the same time zone as the manager. 5. Check the time zone setting on an alternate machine or reset the time zone on the Windows PC If you are still having getting no report results, perform an ndepth.csv export for the time frame for which you cannot generate reports. Reviewing the ndepth.csv data for that time period may provide insight into the issue. When using a custom report, make sure the filter condition does not use special characters. Filters conditions can only use letters of the alphabet or numbers. 17

20 Logon fails Logon fails When logon does fail, it is usually within the first minute.. Troubleshooting considerations When logon fails, check crystaljrc.log for one or more of the following issues: Unreachable host Incorrect IP address (server not reachable). Manager port not accessible. Firewall restriction on the windows machine. unrestrictreports not being run on the manager. If the LEM/SIM has separate manager and database appliances, port 9001 must be open on both appliances. Run unrestrictreports on both appliances. On the Database node, the port must be opened from Windows running Reports. On the Manager node, the port must be opened from the Database node. Firewall restriction on a network Router in the network Diagnose manager port access from the reports Windows machine. An open 9001/tcp port indicates an accessible port for report communication. User credentials cannot be saved Reports opens, but unable to save the user/password credentials. Resolution Launch reports by right clicking on the reports icon and selecting Run as administrator. 18

21 Reports issues and troubleshooting procedures Troubleshooting report error codes The following items describe reports error codes and ways to resolve the issues causing those errors. These error codes result from database or login issues. Database vendor code: This error is most common in pre-6.1 versions of LEM Reports. The error can occur when database access is restricted. Troubleshooting error Remove restrictions that can cause error -1301: 1. Open a PuTTY session to the LEM manager on port 32022, and logon as cmc. cmc is the CMC account username. If you are evaluating LEM, the default password is password. Log into your LEM appliance as the cmc user to perform backend LEM functions. Reset your CMC password after activating your LEM license. 2. Enter service to access the Service menu. 3. Enter unrestrictreports to remove any restrictions. The restrictreports command allows you to create a list of computers that are allowed to access LEM using the reports application. Follows the prompts to create a list of computers that can use Reports to access the LEM. If the LEM deployment has separate manager and database appliances, unrestrictreports or restrict reports on both the appliances. Database vendor code: This error code can appear when using Transport Layer Services (TLS) secure communications from reports to the LEM database and the certificate is either not installed or incorrectly installed. 19

22 Database vendor code: Resolution To troubleshoot error on a standard, single-appliance deployment without using TLS: 1. Open a PuTTY SSH session to the LEM manager appliance on port Logon as cmc. If your LEM license is not yet activated, the default password is password. 3. Enter manager to access the Manager menu. 4. Enter disabletls to disable TLS and then enter dbrestart. The restart resets access to the database, which disables the encrypted user's database access. 5. Open the Reports application and select Configure > Managers - Credentials and Certificates. 6. Select the appropriate Manager name from the drop-down menu, uncheck Use TLS connection, and click the green + plus icon to save this configuration. To troubleshoot error on a deployment having separate manager and database appliances without using TLS: 1. Open a PuTTY SSH session to the LEM database appliance on port Logon as cmc. If your LEM license is not yet activated, the default password is password. 3. Enter manager to access the Manager menu. 4. Enter disabletls to disable TLS and then enter dbrestart. The restart resets access to the database, which disables the encrypted user's database access. 5. Open the Reports application and select Configure > Managers - Credentials and Certificates. 6. Select the appropriate Manager name from the drop-down menu, uncheck Use TLS connection, and click the green + plus icon to save this configuration. 20

23 Reports issues and troubleshooting procedures To troubleshoot error on a standard, single-appliance deployment using TLS: 1. Open a PuTTY SSH session to the LEM manager appliance on port Logon as cmc. If your LEM license is not yet activated, the default password is password. 3. Enter manager to access the Manager menu. 4. Enter enabletls to enable TLS. 5. Enter dbrestart. The restart resets access to the database, which allows the encrypted user database access. 6. Open the Reports application and select Configure > Managers - Credentials and Certificates. 7. Select the appropriate Manager name from the drop-down menu, check Use TLS connection, and click the green + plus icon to save this configuration. 8. Select tab Certificates and check that you have loaded a valid certificate, which looks like the following screen. 9. If there is no certificate or to verify that a certificate is valid, follow the 21

24 Database vendor code: instructions starting in step 8 of "Configuring Reports Application," in the "Enabling Transport Layer Security" chapter of the SolarWinds Log & Event Manager User Guide. To troubleshoot error on a deployment having separate manager and database appliances using TLS: Make sure you have a shared network drive available for this process. Also, ensure a Reports user exists in the LEM Web console. For details on creating this user, see "Setting up a Dedicated LEM User for Reports Accessing" in the SolarWinds Log & Event Manager User Guide. Then perform the following steps: Export the manager certificate from the LEM manager appliance to the shared network drive. 1. Open a PuTTY SSH session to the LEM manager appliance. 2. Enter manager to access the Manager menu. 3. Enter exportcert to export the manager certificate to the shared network drive. 4. Logout from the LEM manager appliance in PuTTY. Import the manager certificate from the shared network drive to the LEM database appliance. 1. Open a new PuTTY SSH session to the LEM database. 2. Enter manager to access the Manager menu. 3. Enter the importl4ca to import the manager certificate from the shared network drive to the LEM database appliance. Enable TLS on the database appliance. Then restart the database appliance. 1. Enter manager to access the Manager menu. 2. Enter enabletls to enable TLS on the database appliance. 3. Enter dbrestart. The restart resets access to the database appliance, which allows the Reports user database access. 4. Logout from the LEM database appliance in PuTTY. 22

25 Reports issues and troubleshooting procedures Export the database certificate from the LEM database appliance to the shared network drive. 1. Open a new PuTTY SSH session to the LEM database. 2. Enter manager to access the Manager menu. 3. Enter the exportcert to export the database certificate from the LEM database appliance to the shared network drive. 4. Logout from the LEM database appliance in PuTTY. Import the database certificate from the shared network drive to the LEM manager appliance. 1. Open a new PuTTY SSH session to the LEM manager appliance. 2. Enter manager to access the Manager menu. 3. Enter importl4ca to import the database certificate from the network share to the LEM manager appliance. Enable TLS on the manager appliance. Then restart the manager appliance. 1. Enter manager to access the Manager menu. 2. Enter enabletls to enable TLS on the manager appliance. 3. Enter restart. The restart resets access to the manager appliance, which allows the Reports user access. 4. Logout from the LEM manager appliance in PuTTY. Enable the Reports user in LEM Reports. 1. Open the Reports application and select Configure > Managers - Credentials and Certificates. 2. Select the appropriate Manager name (which is the database name) from the drop-down menu 3. Check Use TLS connection and click the green + plus icon to save this configuration. 4. Select tab Certificates and check that you have loaded a valid certificate, which looks like the following screen. 23

26 Database vendor code: If there is no certificate or to verify that a certificate is valid, follow the instructions starting in step 8 of "Configuring Reports Application," in the "Enabling Transport Layer Security" chapter of the SolarWinds Log & Event Manager User Guide. You have now resolved error on a deployment having separate manager and database appliances using TLS. Database vendor code: This authorization error occurs when entering the wrong user name or password. To resolve this issue, you must delete the settings for the existing user whose credentials are not accepted, create a new user and credentials, and then log in as that new user. Resolution To troubleshoot login error -4001: 1. Open LEM Reports. 2. Navigate to Managers Credentials and Certificates. 3. Delete the settings for the existing user whose credentials were not accepted. 24

27 Reports issues and troubleshooting procedures 4. Open the LEM Web console and navigate to Build > Users. 5. Click the white + (plus sign) in the upper right corner of the Users pane to create a new user. 6. Enter the new user name and password. 7. Select the appropriate Manager. 8. Select Administrator as the LEM Role. 9. Return to the Reports interface and navigate to Configure > Managers Credentials and Certificates. 10. Select the Credentials tab and enter the Manager name (IP or host). 11. Enter the new username and password you just entered into the LEM Web Console. 12. Select the green + (plus sign) to save the configuration, and close. Login error code: This code indicates that login failed because the reports application is unable to connect to the LEM database. Troubleshooting considerations for error code Before you begin troubleshooting error code , determine if Reports works on another PC. If you are able to run reports from a different PC, the problem is with the PC. A number of possible resolutions exist for this error code: Verify the version of Reports being used is the same version as the LEM installation.the LEM Web Console's Manage > Appliances pane contains the version of the LEM. The Reports Ribbon > Help > About Reports splash screen provides Reports' version. Verify the LEM manager/database is located in the same time zone as the system with reports installed: 1. Open a PuTTY session to the LEM manager/database on port 32022, and logon as cmc. cmc is the CMC account username. If you are evaluating LEM, the default password is password. Log into your 25

28 Login error code: LEM appliance as the cmc user to perform backend LEM functions. Reset your CMC password after activating your LEM license. 2. Enter appliance to access the appliance menu. 3. Enter dateconfig to change the date or time on LEM. 4. Enter tzconfig to change the timezone on LEM. 5. Enter dbrestart to restart the LEM database and apply all changes. If using the hostname to access to LEM, be sure that Domain Name Server (DNS) is working, you are able to run nslookup on the Windows computer, and able to resolve the LEM hostname and IP. Remove port restrictions: 1. Open a PuTTY session to the LEM manager/database on port 32022, and logon as cmc. cmc is the CMC account username. If you are evaluating LEM, the default password is password. Log into your LEM appliance as the cmc user to perform backend LEM functions. Reset your CMC password after activating your LEM license. 2. Enter service to access the service menu. 3. Enter unrestrictreports to remove any restrictions. Then follow the prompts to create a list of computers that are allowed to access LEM using the reports application. Verify connectivity to LEM: 1. Open a command window in Windows and ping LEM. 2. Connect on the port Reports uses (telnet LEM-IP 9001). A connection message looks like the following: HSQLDB JDBC Network Listener. Use JDBC driver with Network Compatibility Version and a JDBC URL like jdbc:hsqldb:hsql://hostname... Verify there is no message like the following: Connecting To LEM-IP...Could not open connection to the host, on port 9001: Connect failed Note: Even though you may also see the message "Connection to host lost" the first part of the message confirms the port is open. 26

29 Reports issues and troubleshooting procedures Verify the port 9001 is reachable: If TLS is enabled: the screen should go black. If TLS is disabled: A few lines appear, the first line being: HSQLDB JDBC Network Listener. 3. If any of Windows' three firewall profiles is enabled, and no port 9001 exceptions exist in those three profiles, Windows may block the port 9001 connection. To enable port 9001 in Windows, you must configure your firewalls appropriately. Refer to your Microsoft documentation for information on configuring your firewalls to allow access to a closed port. Note: Always copy and save your current firewall configurations to a secure location before editing them. Test the Reports connection by stopping and restarting internal services: 1. Open a PuTTY session to the LEM manager/database on port 32022, and logon as cmc. cmc is the CMC account username. If you are evaluating LEM, the default password is password. Log into your LEM appliance as the cmc user to perform backend LEM functions. Reset your CMC password after activating your LEM license. 2. Enter manager to access the manager menu. 3. Enter stop to stop the manager service. 4. Enter start and wait two minutes for the manager service to start. 5. Try running reports again. If restarting the manager service has worked, you are able to run reports that show results. 27