Symantec Enterprise Vault Technical Note. Troubleshooting Operations Manager. Windows

Transcription

1 Symantec Enterprise Vault Technical Note Troubleshooting Operations Manager Windows December 2006

2 Symantec Enterprise Vault Troubleshooting Operations Manager Copyright 2006 Symantec Corporation. All rights reserved. Symantec Enterprise Vault 7.0 Symantec, the Symantec logo, and Enterprise Vault are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. The product described in this document is distributed under licenses restricting its use, copying, distribution, and decompilation/reverse engineering. No part of this document may be reproduced in any form by any means without prior written authorization of Symantec Corporation and its licensors, if any. THIS DOCUMENTATION IS PROVIDED AS IS AND ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BE LEGALLY INVALID, SYMANTEC CORPORATION SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING PERFORMANCE, OR USE OF THIS DOCUMENTATION. THE INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE. The Licensed Software and Documentation are deemed to be commercial computer software and commercial computer software documentation as defined in FAR Sections and DFARS Section Symantec Corporation Stevens Creek Blvd. Cupertino, CA

3 Chapter 1 About this document This document describes how to troubleshoot problems with accessing Enterprise Vault Operations Manager. What s in this document This document provides supplementary information for the Enterprise Vault Installing and Configuring manual. It contains the following chapters: Troubleshooting accessing Operations Manager on page 5. Troubleshooting using Operations Manager on page 11. Comment on this document If any of the information in this document is unclear, or the information you were seeking was not provided, please let us know. Your feedback is appreciated, and it will help us improve this service. Please include the following information with your comment: The title and product version of the document you are commenting on The topic (if relevant) you are commenting on Your name your comment to evdocs@symantec.com. Please only use this address to comment on product documentation.

4 4 About this document Comment on this document

5 Chapter 2 Troubleshooting accessing Operations Manager This chapter describes how to troubleshoot problems with accessing Enterprise Vault Operations Manager, after installing it following the instructions in the Installing and Configuring manual. Note: If you can successfully access the Operations Manager user interface but are having problems with the displayed data, see Troubleshooting using Operations Manager on page 11. Troubleshooting accessing Operations Manager Problem: You have installed Operations Manager but cannot access it. Cause: Access problems may be due to an installation failure or a configuration error. Resolution: Work through the following steps: If, when attempting to access Operations Manager, you are asked to authenticate three times and receive an access denied message, go to Authentication failure and access denied message on page 9. If you received the following error message during the installation: Setup could not create the IIS Virtual Directory for the EVOM Monitoring Web Application. You must create the IIS Virtual Directory manually then the installation of Operations Manager failed. You need to run a script to install the application manually. See Manually installing Operations Manager on page 6.

6 6 Troubleshooting accessing Operations Manager Determining whether Operations Manager has installed Otherwise, you should first verify whether Operations Manager has installed successfully. Follow the instructions in Determining whether Operations Manager has installed on page 6. If the installation has failed, you can run a script to install the application manually. If you are still having problems after a successful installation, you can troubleshoot the configuration. Determining whether Operations Manager has installed Perform the following procedure to test whether Operations Manager has been successfully installed. To determine whether Operations Manager is installed 1 From the Windows Start menu select Control Panel > Administrative Tools > Internet Information Services Manager. 2 Check whether the following are true: The Application pools node contains an EnterpriseVaultMonitoring application pool. The Default Web Site node contains a MonitoringWebApp Web site. If the statements are true, then Operations Manager is successfully installed. Continue from Troubleshooting accessing an installed Operations Manager on page 8. Otherwise, Operations Manager is not installed. You need to install it manually, following the instructions in Manually installing Operations Manager on page 6. Manually installing Operations Manager You can use the script ConfigureEvomWeb.vbs to install Operations Manager. Note: Only perform this manual installation of Operations Manager if you have already attempted to install Operations Manager using the Enterprise Vault installation process, and the installation process failed to install it. To install Operations Manager 1 Open a Command Prompt window on the Enterprise Vault server and navigate to the Enterprise Vault installation folder.

7 Troubleshooting accessing Operations Manager Manually installing Operations Manager 7 2 Enter the following command on a single line: ConfigureEvomWeb.vbs MonitoringWebApp Enterprise Vault <Domain\OMWebUserName> <OMWebUser_Password> <EVInstall_path>\MonitoringWebApp where the variables are as follows: <Domain\OMWebUserName> <OMWebUser_Password> <EVInstall_path> The Active Directory domain and user name of the Operations Manager user account. This is the account described in Additional Requirements for Operations Manager in the Installing and Configuring manual. Password for the Operations Manager user account. Location of the EV installation folder, typically C:\Program Files\Enterprise Vault. If the path contains spaces, remember to enclose it in quotes. Here is an example of the use of the command: ConfigureEvomWeb.vbs MonitoringWebApp Enterprise Vault Altair\OMWebUser password C:\Program Files\Enterprise Vault\MonitoringWebApp This specifies the following settings: The domain of the Operations Manager user account is Altair, and its user name is OMWebUser. The password for OMWebUser is password. Enterprise Vault is installed at C:\Program Files\Enterprise Vault. After you have run the script, repeat the procedure in Determining whether Operations Manager has installed on page 6, to confirm that the installation was successful. When you have confirmed the installation was successful, try accessing Operations Manager again, as described in the Installing and Configuring manual.

8 8 Troubleshooting accessing Operations Manager Troubleshooting accessing an installed Operations Manager Troubleshooting accessing an installed Operations Manager Problem: You have verified that Operations Manager is successfully installed, but you are still unable to access it. Resolution: Run through the following steps to identify the problem and resolve it: 1 If you receive an access denied message when attempting to access Operations Manager, see Authentication failure and access denied message on page 9. Otherwise continue with the next step. 2 Confirm that the prerequisites for Operations Manager are satisfied, as described in the Installing and Configuring manual. 3 Confirm that IIS 6 is not locked down. 4 Check whether IIS_WPG group has read/write access onto the folder <EVInstall_path>\MonitoringWebApp\Logs where <EVInstall_path> is the location of the EV installation folder, typically C:\Program Files\Enterprise Vault. 5 Check that the identity for the EnterpriseVaultMonitoring application pool is set to the OMWebUser Windows user account you created for Operations Manager to use. 6 Ensure that the OMWebUser account is a member of the IIS_WPG group in Active Directory. 7 Ensure that a SQL logon for the OMWebUser account is present on the SQL servers containing the Directory database and Monitoring database. If the login does not exist, create it. 8 Ensure that the db_datareader role is assigned to the SQL logon for the OMWebUser account on the SQL servers containing the Directory database and Monitoring database. 9 Ensure that the db_datawriter role is assigned to the SQL logon for the OMWebUser account on the SQL server containing the Monitoring database. 10 From the Windows Start menu select Control Panel > Administrative Tools > Internet Information Services Manager and check that the properties of the MonitoringWebApp Web site are as follows: The ASP.NET version on the ASP.NET property tab is set to 2.* The application pool is set to EnterpriseVaultMonitoring. For authentication, Integrated Windows authentication is selected.

9 Troubleshooting accessing Operations Manager Troubleshooting accessing an installed Operations Manager 9 Authentication failure and access denied message Problem: When attempting to access Operations Manager you are asked to authenticate three times and then receive an access denied message. Cause: This is a known authentication problem, documented in the Microsoft support article Authentication may fail with Error if Web site s Host Header differs from server s NetBIOS name ( Resolution: Follow the instructions in the support article to run the following command on the Enterprise Vault server on which Operations Manager is installed: cscript adsutil.vbs set w3svc/ntauthenticationproviders "NTLM"

10 10 Troubleshooting accessing Operations Manager Troubleshooting accessing an installed Operations Manager

11 Chapter 3 Troubleshooting using Operations Manager This chapter describes how to troubleshoot specific problems when using Enterprise Vault Operations Manager. No monitoring data for one or more servers Problem: You can successfully access the Operations Manager user interface, but you see no monitoring data at all for one or more of the Enterprise Vault servers or Exchange journal mailboxes. Cause: This is likely to be due to a problem with the Monitoring agents. Resolution: For more details, refer to the Troubleshooting the Monitoring agents chapter of the following article on the Symantec Support Web site: Known issue: Performance counters for newly created Vault stores are not shown immediately Problem: Operations Manager does not display the performance counter instances immediately for a new Vault store. Cause: The monitoring start time and frequency for the Vault store performance counters is set on the Monitoring tab of the Site Properties dialog in the Enterprise Vault Administration Console. Monitoring begins at the Start At time (default 09:00) and occurs at the specified Frequency setting (default 1 day). So if you create a Vault Store after the monitoring Start At time on a given day, and the Frequency is set to 1 day, the server does not monitor the new Vault

12 12 Troubleshooting using Operations Manager Known issue: Performance counters for newly created Vault stores are not shown immediately store performance counters until the monitoring Start At time on the following day. The first time the Enterprise Vault Monitoring agent monitors the server after the new performance counters have been monitored, Operations Manager displays the data for the new Vault store. Resolution: As a workaround for this known issue, change the performance counter monitoring Start At time or Frequency on the Monitoring tab of the Site Properties dialog so that the Vault store performance counters are monitored immediately. The data for the new Vault store should then appear in Operations Manager within a few minutes.