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Manual - English

FUJITSU Software ServerView Suite


Troubleshooting Guide

Edition October 2013


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Copyright and Trademarks


Copyright 2013 FUJITSU LIMITED

All rights reserved.


Delivery subject to availability; right of technical modifications reserved.

All hardware and software names used are trademarks of their respective manufacturers.
Contents
1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.1 Target groups and purpose of this manual . . . . . . . . . . . 9


1.2 Documentation for ServerView Suite . . . . . . . . . . . . . . 9
1.3 Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.4 Notational conventions . . . . . . . . . . . . . . . . . . . . 10

2 General troubleshooting guidelines . . . . . . . . . . . . . 11

2.1 Troubleshooting proceeding . . . . . . . . . . . . . . . . . . 11


2.2 How to gather diagnostic files . . . . . . . . . . . . . . . . . 12
2.2.1 System Event Log . . . . . . . . . . . . . . . . . . . . . . . . 13
2.2.2 JBoss log files . . . . . . . . . . . . . . . . . . . . . . . . . . 14
2.2.2.1 Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
2.2.2.2 Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
2.2.3 OpenDS/OpenDJ log files . . . . . . . . . . . . . . . . . . . . 16
2.2.3.1 Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2.2.3.2 Linux . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
2.2.4 Active Directory Events . . . . . . . . . . . . . . . . . . . . . 17
2.2.5 Database Server Log Files . . . . . . . . . . . . . . . . . . . 18
2.3 Information for helpdesk support . . . . . . . . . . . . . . . 19

3 Troubleshooting issues in SVOM - User Management . . . 21

3.1 Problems with JRE installation . . . . . . . . . . . . . . . . 21


3.2 JBoss - (CMS) . . . . . . . . . . . . . . . . . . . . . . . . . 27
3.2.1 CMS is not reachable via fully-qualified hostname . . . . . . . 27
3.2.2 Failed to boot JBoss . . . . . . . . . . . . . . . . . . . . . . . 28
3.2.3 The service did not start due to a logon failure (Windows) . . . 29
3.2.4 „Die Webseite kann nicht angezeigt werden.“ . . . . . . . . . . 30
3.2.5 Inventory/Report Manager is not loaded correctly . . . . . . . . 32
3.3 CAS (Central Authentication Service) login fails . . . . . . . 36
3.3.1 No login page - (MC) . . . . . . . . . . . . . . . . . . . . . . 36
3.3.2 ServerView application does not start . . . . . . . . . . . . . . 37
Contents

3.3.3 ServerView application does not start (OpenDS/OpenDJ) . . . . 39


3.3.4 SSL certificate is missing or SSL is not activated
(Active Directory) . . . . . . . . . . . . . . . . . . . . . . . . . 40
3.3.5 Problems due to changing of server’s name (Active Directory) . . 41
3.3.6 Active Directory server has not been reachable during
installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
3.3.7 Error Messages on the ServerView Start Page . . . . . . . . . . 43
3.3.7.1 Unknown Error: simple bind failed . . . . . . . . . . . . . . 43
3.3.8 CAS Communication Errors from Managed Node -
Connection refused (CMS) . . . . . . . . . . . . . . . . . . . . 47
3.4 Active Directory: User wants to configure special
directory for SVS . . . . . . . . . . . . . . . . . . . . . . . . 48
3.5 Certificate errors for managed nodes . . . . . . . . . . . . . 51
3.5.1 Missing or wrong CA-certificate on managed node side . . . . . 51
3.5.2 Missing or wrong CA-certificate/ hostname check
problems on managed node side . . . . . . . . . . . . . . . . . 52
3.5.3 Event logging: Event ID 2370 or 2377 on managed node . . . . 53
3.6 Browser warnings and problems . . . . . . . . . . . . . . . . 55
3.6.1 Warning - Security: The web site’s certificate cannot
be verified . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
3.6.2 Warning - Security: Java has discovered application
components that could indicate a security concern . . . . . . . . 56
3.6.3 Export of server list fails: Unable to download ...
(Internet Explorer) . . . . . . . . . . . . . . . . . . . . . . . . 58
3.6.4 Export fails: Download window is only shown for a
short time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
3.6.5 Storage information: tree is not shown (Internet Explorer) . . . . 60
3.6.6 Storage information: xml information failed (Internet Explorer) . . 61
3.7 Connection problems . . . . . . . . . . . . . . . . . . . . . . 62
3.7.1 ServerView is not callable (connection problem) - (MC) . . . . . 62
3.7.2 ServerView encountered problems ... - No connection to
authorization web service . . . . . . . . . . . . . . . . . . . . . 68
3.7.3 ServerView encountered problems ... - Connection
problems after ServerView Operations Manager update . . . . . 72
3.7.4 No connection to the Configuration Manager: Request
Timeout - error 408 (SCM) . . . . . . . . . . . . . . . . . . . . 74
3.8 Remote SQL Server Not Valid . . . . . . . . . . . . . . . . . 77
1 Overview
This chapter provides a small overview of the ServerView environment and
deployment - including the communications paths. To keep this in mind will
assist in searching for the cause of trouble.

Architecture
The architecture of ServerView Operations Manager is based on a
management console, a central management station (CMS), and the managed
servers.

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Overview

Management console
A browser-based console allows you to manage the
servers and display the determined data. The following
can be used as a browser:
– Microsoft Windows with Internet Explorer or Mozilla
Firefox
– SUSE/Red Hat Linux with default Web browser
released with distribution
The Java Runtime Environment must also be installed.
Central management station (CMS)
On the central management station the ServerView
Operations Manager is installed. The optional
components of the ServerView Suite, such as Virtual IO-
Manager, are also installed on the central management
station and integrated in Operations Manager.
The global user management of ther ServerView Suite
and of the iRMC S2/S3 each centrally stores users for all
Central Management Stations (CMS) / iRMC S2/S3 in the
directory of an LDAP directory service. This enables you
to manage the users on a cetral server. The users can
therefore be used by all the CMS and iRMC S2/S3 that are
connected to this server in the network.
The ServerView Suite currently supports the following
directory services:
– OpenDS/OpenDJ (running in embedded mode on
JBoss 5.1 resp. JBoss 7).
– Microsoft Active Directory
During the installation of ServerView Operations Manager
you have the option to choose ServerView’s internal
directory service (OpenDJ). For further information about
the use of directory services with ServerView, refer to the
manual ’’User Management in ServerView’’ (see
"Documentation for ServerView Suite" on page 9).

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Overview

The data which ServerView creates and uses is stored in


an SQL database. The following SQL databases are part
of the ServerView Operations Manager installation:
– SQL Server 2008 R2/2005 Express under Windows
Server 2012/2008
– PostgreSQL under Linux
However, other SQL databases can be used.
The Java Runtime Environment is required on the central
management station.
How to install the ServerView Operations Manager is
explained in the following manuals:
– Installing ServerView Operations Manager Software
under Windows
– Installing ServerView Operations Manager Software
under Linux
Managed servers
On the managed servers, ServerView agents or CIM
providers must be installed, which supply the information
to the central management station. ServerView RAID
Manager and ServerView Update Agent should be also
installed on the managed servers.
The installation of ServerView agents on virtual machines
(VMs) is not released.
– The ServerView agents are available for Windows,
Linux, VMware ESX and Citrix XenServer.
– ServerView CIM providers are available for Windows,
Linux and VMware ESXi.
Currently ServerView Operations Manager only
supports ServerView CIM providers for VMware ESXi.

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Overview

How to install them is explained in the following manuals:


– ServerView Agents for Windows
– ServerView Agents for Linux
– Installing ServerView ESXi CIM Provider
– ServerView CIM Providers for Windows and Linux

Communication paths

Figure 1: Communication paths used by the ServerView Suite for PRIMERGY Servers

8 Fujitsu PRIMERGY ServerView


Overview Target groups and purpose of this manual

1.1 Target groups and purpose of this manual


This manual is intended for system administrators, network administrators and
service technicians who already have a basic knowledge of hardware and
software.
This manual describes common ServerView problems and their solution.

1.2 Documentation for ServerView Suite


I Some manuals contain a „Troubleshooting“ chapter of their own. If so,
refer this chapter for further information.
The documentation can be downloaded free of charge from the Internet. You will
find the online documentation at http://manuals.ts.fujitsu.com under the link
Industry standard servers.

1.3 Abbreviations
CMS
Central management station
MC
Management console
MS
Managed servers
SCM
ServerView Configuration Manager

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Notational conventions Overview

1.4 Notational conventions


The following notational conventions are used in this manual:

V Caution This symbol points out hazards that can lead to personal
injury, loss of data or damage to equipment.

I This symbol highlights important information and tips.

Ê This symbol refers to a step that you must carry out in


order to continue with the procedure.
italics Commands, menu items, names of buttons, options,
variables, file names and path names are shown in italics
in descriptive text.
fixed font System outputs are indicated using a fixed font.
fixed font Commands to be entered via the keyboard are written in a
semi-bold semi-bold fixed font.
<abc> Angle brackets are used to enclose variables which are to
be replaced by actual values.
[Key symbols] Keys are shown according to their representation on the
keyboard. If uppercase letters are to be entered explicitly,
then the Shift key is shown, e.g. [SHIFT] - [A] for A. If two
keys need to be pressed at the same time, this is indicated
by hyphen between the two key symbols.
Table 1: Notational conventions

References to text or sections of text in this manual are shown with the chapter
or section heading and the page on which that chapter or section begins.

Screen outputs
Please note that the screen output is dependent in part on the system used and
therefore some details may not correspond exactly to the output you will see on
your system. You may also see system-dependent differences in the menu
items available.

10 Fujitsu PRIMERGY ServerView


2 General troubleshooting
guidelines

2.1 Troubleshooting proceeding


There are some steps you can take on your own to qualify your problem. In
some cases the problem is solved on this path. If it is necessary to contact our
Helpdesk, an exact description of your problem is very helpful and improves a
lot.
Ê Can you isolate the problematic behavior?
What factors contribute to the problematic behavior, but are not the cause of
the behavior?
Ê Can you retrace the situation shortly before the occurrence of the
problematic behavior?
Ê Can you locate the problematic behavior?
On which node or communication path in the management network the
problematic behavior is generated?
Ê Can you reproduce the problematic behavior?
Reproducibility is a helpful link for troubleshooting.
Ê Check the respective log files.
The ServerView environment produces some log files in various locations -
see "How to gather diagnostic files" on page 12.

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How to gather diagnostic files General troubleshooting guidelines

2.2 How to gather diagnostic files


The ServerView environment produces some log files in various locations.
After Operations Manager is installed on the central management station, a
script to collect important diagnostic data (ServerView and JBoss log files) is
available in the installation folders.
For diagnostic purposes you can also send the collected data to your Fujitsu
Customer Service desk.
To collect this data, proceed als follows:

On Windows:
Ê Switch to the directory Programs - Fujitsu - ServerView Suite.
Ê To start the collection double-click the file CmsCollect.bat.
The result of the collection is stored in the zip file cmscollect.zip in the directory
...\ServerView Suite\svom\data.

On Linux:
Ê Switch to the directory /opt/fujitsu/ServerViewSuite/svom/ServerView/Tools.
Ê To start the collection execute the following command: sh cmscollect.sh.
The result of the collection is stored in the file cmscollect.tar.gz in the directory
/var/log/fujitsu/’ServerViewSuite.

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General troubleshooting guidelines How to gather diagnostic files

2.2.1 System Event Log

Via the ServerView server list, a System Event Log maintained by SVOM of the
managed servers may be accessed.
I For further information see the manual ’’Fujitsu Software ServerView
Suite - ServerView Operations Manager Vx - Server Management’’.
Ê In ServerView server list click a server and select Open from the context
menu.
The ServerView [server_name] window opens. Under Information/Operation in
the bottom left section of the window are menus for accessing further
information or operations.
Ê Click Maintenance - System Event Log.
System Event Log displays the entries from the System Event Log (SEL). Via
the selection boxes displayed above the results table, you can select which
messages you want to display:
– Critical events
– Major events
– Minor events
– Informational events
– Any combination of the four different severities

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How to gather diagnostic files General troubleshooting guidelines

2.2.2 JBoss log files

2.2.2.1 Windows

<inst-dir>\ServerView Suite\jboss\bin\run.log

Version below 6.10:


<inst-dir>\ServerView Suite\jboss\server\serverview\log\boot.log
<inst-dir>\ServerView Suite\jboss\server\serverview\log\server.log
<inst-dir>\ServerView Suite\jboss\server\serverview\log\localhost_access_log.YYYY-
MM-DD.log

Version 6.10 or higher:


<inst-dir>\ServerView Suite\jboss\standalone\log\boot.log
<inst-dir>\ServerView Suite\jboss\standalone\log\console.log
<inst-dir>\ServerView Suite\jboss\standalone\log\server.log
<inst-dir>\ServerView Suite\jboss\standalone\log\localhost_access_log.YYYY-MM-
DD.log

Installation directory does not exist


If the directory <inst-dir>\jboss\server\serverview\log respectively <inst-
dir>\jboss\standalone\log does not exist there might have been problems during
the installation.
In this case you should take a look at the file <inst-dir>\jboss\bin\run.log.

2.2.2.2 Linux

/opt/fujitsu/ServerViewSuite/jboss/bin/run.log

Version below 6.10:


/opt/fujitsu/ServerViewSuite/jboss/server/serverview/log/boot.log
/opt/fujitsu/ServerViewSuite/jboss/server/serverview/log/server.log
/opt/fujitsu/ServerViewSuite/jboss/server/serverview/log/localhost_access_log.YYYY-
MM-DD.log

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General troubleshooting guidelines How to gather diagnostic files

Version 6.10 or higher:


/opt/fujitsu/ServerViewSuite/jboss/standalone/log/boot.log
/opt/fujitsu/ServerViewSuite/jboss/standalone/log/server.log
/opt/fujitsu/ServerViewSuite/jboss/standalone/log/localhost_access_log.YYYY-MM-
DD.log

Installation directory does not exist


If the directory /opt/fujitsu/ServerViewSuite/jboss/server/serverview/log does not
exist there might have been problems during the installation.
In this case you should take a look at the file
/opt/fujitsu/ServerViewSuite/jboss/bin/jboss.log.

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How to gather diagnostic files General troubleshooting guidelines

2.2.3 OpenDS/OpenDJ log files

2.2.3.1 Windows

<inst-dir>\ServerView Suite\opends\logs\access
<inst-dir>\ServerView Suite\opends\logs\access.YYYYMMDDhhmmssZ
<inst-dir>\ServerView Suite\opends\logs\errors

2.2.3.2 Linux

/opt/fujitsu/ServerViewSuite/opends/logs/access
/opt/fujitsu/ServerViewSuite/opends/logs/access.YYYYMMDDhhmmssZ
/opt/fujitsu/ServerViewSuite/opends/logs/errors

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General troubleshooting guidelines How to gather diagnostic files

2.2.4 Active Directory Events

Active Directory records events in the directory services log in the Event Viewer
on the hosting domain controller:

Figure 2: Directory services log in the Event Viewer

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How to gather diagnostic files General troubleshooting guidelines

2.2.5 Database Server Log Files

For certain database related problems, it may be necessary to collect the log
files of the database system used by your SVOM installation. Which files are to
be collected depends on your installation type.
I If a remote database server is used in your installation, the database
server log files are not on the central management station, but on the
remote SQL Server / PostgreSQL machine.

Installation on Windows:
Where you can find the SQL Server error logs:
Ê Select All Programs - Microsoft SQL Server <version> - Configuration Tools -
SQL Server Configuration Manager.
Ê Click on SQL Server <version> Services.
Ê In the right pane, select SQL Server (<instance name>).
Ê From the context menu select Properties - tab Advanced.
Dump Directory contains the path to the log files.
I <version> is the SQL Server version used by your SOM installation
(2005 / 2008 / 2008 R2).
<instance name> depends on your installation of SQL Server. When the
automatically installed SQL Server supplied by SVOM is used, the
instance name is SQLSERVERVIEW.

Installation on Linux:
PostgreSQL log files are located in the following folder:
/opt/fujitsu/ServerViewSuite/Postgresql/pgsql/data/pg_log.

18 Fujitsu PRIMERGY ServerView


General troubleshooting guidelines Information for helpdesk support

2.3 Information for helpdesk support


The contact numbers of the Fujitsu helpdesk you will find on the Fujitus website:
Home - Support - Computing products - Servers - Industry Standard
Servers/PRIMERGY - Contact
Your local Service Desk will answer your technical questions and service
inquiries as soon as possible.
Please have the following information ready (as far as they apply) when you call
us (see also "Troubleshooting proceeding" on page 11):
– Product ID or serial number of your device
– Operating system on the device
– Description of failure
– Changes of hardware or software configuration before malfunction of the
system

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Information for helpdesk support General troubleshooting guidelines

20 Fujitsu PRIMERGY ServerView


3 Troubleshooting issues in SVOM
- User Management

3.1 Problems with JRE installation


SVOM needs Oracle’s Java Runtime Environment (JRE) on CMS (Central
Management Station) and MC (Management Console). The Management
Console is started in a browser, therefore the Java plugin-in is needed. The
installation of Server JRE is not sufficient.

Problem:
Browser error messages (on MC, CMS) with reference to Java versions.

Cause:
The installed JRE (MC, CMS) has an unsupported version.

Solution:
Make sure the Java Runtime Environment is installed:
– On Windows, check the list of installed programs in the Control Panel.
– On Linux, check the installed rpm packages.

Check whether the correct JRE version is used:


– JRE version
Required versions are:
● JRE 1.7.0_25 (JRE 7) or newer for all SVOM versions >= 6.10
I The use of the JRE 7 is strongly recommended, as Oracle
doesn’t support JRE 6 anymore.
● JRE 1.6.0_45 (JRE 6) for SVOM versions <= 6.00.09

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JRE User Management

– 32-bit vs. 64-bit JRE


While the 32-bit version as well as the 64-bit version is of the JRE
supported, you must pay attention to use the correct combination of
JRE and browser:
● Windows:
64-bit JRE can be used on 64-bit operating systems. If you use a
64-bit browser, then the 64-bit version of the JRE is required. The
32-bit JRE is necessary for 32-bit browsers.
On Windows Server 2012 a 32-bit JRE is necessary as IE10
starts 32-bit tabs.
● Linux:
64-bit JRE can be used on 64-bit operating systems. In this case
you need a 64-bit browser.
SLES 10: If you use the SLES 10 system for monitoring, 32-bit
JRE is required.
– For support of IPV6 JRE 7 is necessary. IPV6 can only be used on
Windows Server 2008 or higher or on Linux.

Check the system configuration:


There is information about combination of browser versions and JRE
versions on Oracle’s web page:
– JRE 6:
http://www.oracle.com/technetwork/java/javase/system-configurations-
135212.html#browsers
– JRE 7:
http://www.oracle.com/technetwork/java/javase/config-
417990.html#browsers

22 Fujitsu PRIMERGY ServerView


User Management JRE

Check whether the java plug-in is configured correctly:


Ê Use Oracle’s java plugin check page:
http://java.com/en/download/installed.jsp
Ê Click on the Verify Java version link.
Ê If you see that the expected Java technology version is reported, then
the plugin is enabled and found.

Check that your browser knows about the Java plugin:


– Firefox:
Choose from the menu Tools - Addons - Plugins.
– Internet Explorer:
Choose from the menu Tools - Manage Addons.
– Linux:
Take into account that the plug-in has to be configured manually:
Ê Create a symbolic link to the libnpjp2.so file in the browser plugins
directory.
Ê Go to the plugins sub-directory under the Firefox installation
directory
cd <Firefox installation directory>/plugins.
Ê Create the symbolic link
ln -s <Java installation directory>/lib/i386/libnpjp2.so.
Refer to http://www.oracle.com/technetwork/java/javase/manual-plugin-
install-linux-136395.html for a more detailed description of the Linux
java installation.
Check that the newest java plug-in is used:
There could be just one plugin registered in the browser.

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JRE User Management

Check that java is enabled:


– Java Control Panel:
I There is a detailed description of the Java Control Panel on
Oracle’s web page:
http://docs.oracle.com/javase/7/docs/technotes/guides/deployment/
deployment-guide/jcp.html.
Launch Java Control Panel as Administrator if you want to
change some settings.
Ê Select Java Control Panel - Java - view.
Ê Check whether the enabled checkbox is selected.
If this checkbox is not selected Java Plug-in will not use this JRE.
– Browser plugins/addons list:
I You find a detailed description of enabling java in a web
browser on the web page:
http://www.java.com/en/download/help/enable_browser.xml.
Ê Check whether the plugin is enabled/activated.

Check that the Security warning:


Block potentially unsafe components from being run is disabled:
I There is a detailed description of the Java Control Panel on
Oracle’s web page:
http://docs.oracle.com/javase/7/docs/technotes/guides/deployment/depl
oyment-guide/jcp.html.
Launch Java Control Panel as Administrator if you want to change
some settings.
Ê Select Java Control Panel - Advanced - mixed code security verification.
Ê Select Enable - hide warning and run with protections.

24 Fujitsu PRIMERGY ServerView


User Management JRE

Check whether you have access to the Internet:


Beginning with JRE 1.7.0_25 signing certificates are checked per default
to ensure that they have not been revoked.
These online revocations checks might have impacts on startup
performance of the ServerView applets. In case of managed networks
and without access to the Internet (resulting in no access to the
revocation services provided by Certificate Authorities) you will see a
significant delay in startup times.
Ê To avoid such delay, it is possible to disable online revocation
checking through the Java Control Panel.

Figure 3: Java Control Panel: Enable blacklist revocation check

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JRE User Management

Oracle recommends this disabling of revocation checks only in


managed environments as it decreases security protections.
I For a more detailed description please refer to the release
notes of JRE 1.7.0_25:
http://www.oracle.com/technetwork/java/javase/7u25-relnotes-
1955741.html#certrev.

26 Fujitsu PRIMERGY ServerView


User Management JBoss

3.2 JBoss - (CMS)

3.2.1 CMS is not reachable via fully-qualified hostname

I Details on the JBoss log files see "JBoss log files" on page 14.
Problem:
CMS is not reachable via fully-qualified hostname.

Cause:
Maybe there is a wrong (old) fully-qualified hostname in the registry.

Solution:
Maybe there is a wrong (old) fully-qualified hostname in the registry.
Example: domain name has changed, the old name remains in the registry
entry.

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JBoss User Management

3.2.2 Failed to boot JBoss

I Details on the JBoss log files see "JBoss log files" on page 14.
Problem:
In run.log or console.log (Windows) resp. jboss.log (Linux) you find an exception
like:
Failed to boot JBoss:
org.jboss.xb.binding.JBossXBRuntimeException: Failed to
create a new SAX parser ….

Cause:
Wrong xerces or xml parser related jar files on the CMS system.

Solution:
Ê Check if you java JRE environment has been modified. If there are additional
jar files in %JAVA_HOME%\lib\ext (Windows) resp. $JAVA_HOME/lib/ext
(Linux), like older versions of xerxes.jar, there will be problems with starting
JBoss.
Ê In this case you have to remove this additional jar files or install another
“original” JRE instance.

28 Fujitsu PRIMERGY ServerView


User Management JBoss

3.2.3 The service did not start due to a logon failure


(Windows)

I Details on the JBoss log files see "JBoss log files" on page 14.
Problem:
JBoss service error message: the service did not start due to a
logon failure.

Cause:
The password of the JBoss windows account has expired.

Solution:
Ê You can change the service to the actual password in the service settings
(LogOn Tab in service properties).
I Set password of JBoss service account to “password never expires”.

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JBoss User Management

3.2.4 „Die Webseite kann nicht angezeigt werden.“

Affected versions:
– SVOM V6.00 only
– German Windows Server 2008 OS only
I Details on the JBoss log files see "JBoss log files" on page 14.

Problem:
Starting SVOM 6.00 the message Die Webseite kann nicht angezeigt
werden. and Diagnose von Verbindungsproblemen appear.

Cause:
JBoss on German Windows Server 2008 (only SVOM V6.00) with account NT-
AUTORITÄT\LOKALER DIENST cannot be started: File run.log and folder log do
not exist.

Solution:
Ê Select Start – Verwaltung – Dienste.
Ê Scroll to ServerView JBoss Application Server 5.1.
Ê In column Anmelden Als you see NT-AUTORITÄT\LOKALER DIENST and that
the service is not started.
If you start the JBoss service manually you get an error message, e.g.:
– Der Dienst ServerView JBoss Application Server 5.1 auf
"Lokaler Computer" konnte nicht gestartet werden. Fehler
1068: Der Abhängigkeitsdienst oder die
Abhängigkeitsgruppe konnte nicht gestartet werden.
– Der Dienst ... auf "Lokaler Computer" konnte nicht
gestartet werden. Fehler 1059: Es wurde eine
Ringdienstabhängigkeit angegeben.

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User Management JBoss

Change the account:


Ê Select Eigenschaften from the context menu.
Ê Click tab Anmelden.
Ê In field Dieses Konto: delete the prefix with the backslash NT-AUTORITÄT\.
Ê In the Kennwort fields delete the password entries
Ê Click button Übernehmen.
Ê Start the service.
Ê Then wait 5 minutes and start Operations Manager.

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3.2.5 Inventory/Report Manager is not loaded correctly

Affected versions:
– SVOM V6.00 and higher
When the JBoss Service Logon is changed after the Operations Manager
installation the changed account must also be added to SVOM by performing a
Modify installation.
If these changes were not executed the following error appears:

Problem:
The major parts of Operations Manager work without problems.
When starting Inventory / Report Manager, the right panel is not filled with any
report entries and at the bottom the status bar does not disappear.

Cause:
The following cases for the Operations Manager application in conjunction with
the JBoss Service Logon can lead to problems:
1. If the account/login differs in Services and in SQL Server.
2. If the login in SQL Server is missing.
3. If the account/login in Services and in SQL Server is available, but the
ServerViewDB database has been restored from a backup from a different
system.

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Solution - diagnostics:
Check the SQL Server ERRORLOG files:
Where you can find the SQL Server error logs:
Ê Select All Programs - Microsoft SQL Server <version> - Configuration
Tools - SQL Server Configuration Manager.
Ê Click on SQL Server <version> Services.
Ê In the right pane, select SQL Server (<instance name>).
Ê From the context menu select Properties - tab Advanced.
Dump Directory contains the path to the log files.
Ê If you see in the log files the error message Login failed for user '“...“
a problem with JBoss Service Logon could exist.
Check the JBoss Service Logon:
Ê Look in Administrative Tools – Services:
Under which account <user_name> is the service ServerView JBoss
Application Server 5.1 running?
Ê Call SQL Server Management Studio
Ê To view the valid logins, select Security – Logins.
Ê Do you see the login <user_name>?
If the JBoss service runs under account LocalSystem or Administrator
then you should see NT Authority\SYSTEM.
If the JBoss service runs under account LocalService then you should
see NT Authority\LOCAL SERVICE.
Ê Check the Database Role:
Select Databases – ServerViewDB – Security – Roles – Database Roles –
db_owner, select from context menu Properties.
Do you see in page General in Members of this role the <user_name>?

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JBoss User Management

Solution:
Proceed as follows depending on the possible error situations (1-3) listed
above:
I Note: In case of a local installed SQL Server the JBoss Service Logon
should be a local user account without Administrator rights. In case of a
remotely installed SQL Server instance the JBoss Service Logon must
be a domain user (and should be also without Administrator rights).
1. Proceed as follows:
Ê Run the Modify installation and set the JBoss Service Logon as described
in the manual „ServerView Operations Manager, Installation under
Windows“.
Ê After this check the SQL Server ERRORLOG files.
The login error messages must have disappeared.
2. Proceed as follows:
Ê Run the Modify installation and set the JBoss Service Logon as described
in the manual „ServerView Operations Manager, Installation under
Windows“.
Ê After this check the SQL Server ERRORLOG files.
The login error messages must have disappeared.
3. Proceed as follows:
Ê Find out the value of the Server_Instance parameter in the configuration
file ServerViewDB.ini. The configuration file is located in the <windir>
directory.
Ê Open a command prompt window and type with substituting
server_name\user_name with your values:
sqlcmd -S <Server_Instance> -E
USE master
- - if the login exists already, an error message
- - “The server principal … alread exists” occurs
- - which can be ignored.
CREATE LOGIN [server_name\user_name] FROM WINDOWS;

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GO
USE ServerViewDB
ALTER USER [server_name\user_name] WITH LOGIN =
[server_name\user_name];
GO
Ê After this check the SQL Server ERRORLOG files.
The login error messages must have disappeared.

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CAS User Management

3.3 CAS (Central Authentication Service) login


fails
When there is a problem with the login, the reason lies in CAS itself, or, more
probably, in the used directory service.
If you had typed the username and password, and there appears no ServerView
application but an error message expressing that there is some problem with
LDAP (e.g. like the one shown in 0), then most probably there is something
wrong with the Directory Service. Currently, two directory services can be used
with SVOM, namely OpenDS/OpenDJ (see 3.3.3 on page 39) and Active
Directory (see 3.3.4 on page 40, 3.3.6 on page 42, 3.3.6 on page 42).
I For more detailed information please refer to: ServerView Suite: User
Management in ServerView: Centralized Authentication and role-based
Authorization.

3.3.1 No login page - (MC)

Problem:
No login page is displayed.

Cause:
This can occur if the CAS hasn’t been started.

Solution:
Check whether JBoss has successfully started - see "JBoss - (CMS)" on
page 27.

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3.3.2 ServerView application does not start

Problem:
You had typed the username and password, and there appears no ServerView
application but only a white screen.

Cause:
There are a variety of errors which can cause the above problem. Fortunately
in most cases entries in the log file “server.log” of JBoss gives hints on the root
cause of the problem:
1. Link local IPv6 configuration
In server.log there is a javax.net.ssl.SSLException with cause
java.lang.UnsupportedOperationException.
2. Problem with the server certificate of the CMS
In server.log there is a javax.net.ssl.SSLHandshakeException with cause
java.security.cert.CertificateException: No subject alternative DNS name matching
<FQDN of CMS> found..

Solution:
1. Link local IPv6 configuration:
Ê If the CMS FQDN’s name resolution on the CMS yields an IPv6 address
which is only link local, then try to disable the IPv6 protocol stack and
instead enable the IPv4 stack.
2. Problem with the server certificate of the CMS:
You had replaced the self-signed certificate of the CMS:
Ê If you had replaced the self-signed certificate of the CMS by an
own certificate, then double-check its attributes, particularly its
common name and its subject alternative names.
You will probably have to recreate the certificate.
You had not replaced the self-signed certificate of the CMS:
If you had not replaced the self-signed certificate of the CMS, then
perform the following steps:
Ê Rename the key store and the trust store of JBoss, to keystore.prev
resp. cacerts.priv.

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The stores are these files:


Windows:
Version below 6.10:
<inst-dir>\ServerView Suite\jboss\server\serverview\conf\
pki\keystore
<inst-dir>\ServerView Suite\jboss\server\serverview\conf\
pki\cacerts
Version 6.10 or higher:
<inst-dir>\ServerView Suite\jboss\standalone\svconf\
pki\keystore
<inst-dir>\ServerView Suite\jboss\standalone\svconf\
pki\cacerts
Linux:
Version below 6.10:
/opt/fujitsu/ServerViewSuite/jboss/server/serverview/svconf/pki/
keystore
/opt/fujitsu/ServerViewSuite/jboss/server/serverview/svconf/pki/
cacerts
Version 6.10 or higher:
/opt/fujitsu/ServerViewSuite/jboss/standalone/svconf/pki/
keystore
/opt/fujitsu/ServerViewSuite/jboss/standalone/svconf/pki/cacerts
Ê Re-run the setup of the ServerView JBoss Application Server in
change mode.

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3.3.3 ServerView application does not start


(OpenDS/OpenDJ)

Problem:
You had typed the username and password, and there appears no ServerView
application but an error message.

Cause:
Problems with OpenDS/OpenDJ.

Solution:
Check whether the following log files contain error messages or exceptions
concerning OpenDS/OpenDJ:
Windows:
Version below 6.10:
<inst-dir>\ServerView Suite\jboss\server\serverview\log\server.log
Version 6.10 or higher:
<inst-dir>\ServerView Suite\jboss\standalone\log\server.log

<inst-dir>\ServerView Suite\opends\logs\errors
Linux:
Version below 6.10:
/opt/fujitsu/ServerViewSuite/jboss/server/serverview/log/server.log
Version 6.10 or higher:
/opt/fujitsu/ServerViewSuite/jboss/standalone/log/server.log

/opt/fujitsu/ServerViewSuite/opends/logs/error

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3.3.4 SSL certificate is missing or SSL is not activated


(Active Directory)

Problem:
You had typed the username and password, and there appears no ServerView
application but an error message.
The following error message is displayed: SSL certificate is missing or
SSL is not activated.

Cause:
1. There is no SSL certificate reachable.
OR
2. SSL is not activated.

Solution:
1. Create SSL certificate for Active Directory (maybe with selfssl, a Microsoft
tool available in:
http://www.microsoft.com/downloads/en/details.aspx?FamilyID=56fc92ee-a71a-
4c73-b628-ade629c89499)
2. Activate SSL.
3. Import the LDAP server’s certificate into the trust store of JBoss:
Ê Run the setup of the ServerView JBoss Application Server in change
mode.
Ê Proceed to the Directory Service Settings.
Ê Re-enter the password for the configured account.
Ê Click the Text button in order to import the LDAP server’s certificate into
the trust store of JBoss.

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User Management CAS

3.3.5 Problems due to changing of server’s name (Active


Directory)

Problem:
You had typed the username and password, and there appears no ServerView
application but an error message concerning a no valid certificate or refusal
from LDAP.

Cause:
If the server name changed after installation the server certificate is longer valid.
The reason is that the server certificate of the CMS is only valid for the FQN
specified with the setup. LDAP will refuse the connection.

Solution:
Ê In this case you will have to change the installation of SVOM with Modify
installation and set the new FQN of the server.
Ê Modify installation will create a new certificate.

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CAS User Management

3.3.6 Active Directory server has not been reachable


during installation

Problem:
Error message: Active Directory server has not been reachable
during installation.

Cause:
If the Active directory server has not been reachable during installation the
import of the Active Directory server certificate fails.

Solution:
Therefore it is necessary to import the server certificate manually:
The import of the certificate is performed using the Java utility install-cert-gui-
SVCOM_V1.70.jar.
I For further information refer to the manual ’’ServerView Suite. User
Management in ServerView’’.

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3.3.7 Error Messages on the ServerView Start Page

Problem:
You called the ServerView start page, but instead of the input fields for User and
Password you get an error message like this one:

Example:
Authentication Error:
The configured credentials of the read only account for accessing the
directory service are invalid. Please re-run the installation procedure in
"Modify" mode and correct the account's username and password.
This problem must be corrected for enabling the ServerView User
Management to connect to the configured Directory Service. If you
cannot repair the problem yourself, please record the above message,
and contact the system administrator.
While most of these error messages are self-explanatory and providing
sufficient hints for solving the problem (like in the above example), there are
some problems which are not described sufficiently detailed, or do not offer any
solution at all.

3.3.7.1 Unknown Error: simple bind failed

Problem:
You called the ServerView start page, but instead of the input fields for User and
Password you get this error message:

Error message:
Unknown Error:
simple bind failed: <FQDN of CMS>:1474
Please report this error to the ServerView development team, providing the
server log file.
The server log file is found below ServerView's installation directory at
"jboss/server/serverview/log/server.log".

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Cause:
You get this error when another program is listening on the LDAPS port rather
than the configured directory server. If you look into the file server.log, then you
will see an entry like this one:

Example:
13:43:21,892 SEVERE
[serverview.common.javaee.opends.OpenDSWebApp] (MSC
service thread 1-4) null:
org.opends.server.config.ConfigException: An error occurred
while trying to initialize a connection handler loaded from
class
org.opends.server.protocols.ldap.LDAPConnectionHandler
with the information in configuration entry cn=LDAPS
Connection Handler,cn=Connection Handlers,cn=config: The
LDAP connection handler defined in configuration entry cn=
LDAPS Connection Handler,cn=Connection Handlers,cn=config
was unable to bind to 0.0.0.0:1474: IOException(Address
already in use) (…). This connection handler will be
disabled
...
Caused by:
org.opends.server.types.InitializationException: The LDAP
connection handler defined in configuration entry cn=LDAPS
Connection Handler,cn=Connection Handlers,cn=config was
unable to bind to 0.0.0.0:1474: IOException(Address already
in use)
...

Solution:
1. If you had just installed SVOM, then the probably simplest solution is to
reboot the CMS, because the setup procedure of SVOM does reserve the
ports which SVOM and JBoss need for their own.
This means that if another program had gotten one of these ports from the
OS, then it will get another one after the reboot.

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2. If you had already rebooted the CMS, or cannot reboot it for some reason,
then you probably want to identify the other program listening on the LDAPS
port, and abort it.
You can, for instance, use the netstat tool, which is available in Windows as
well as in Linux, to identify the program.
Ê The call netstat -ano delivers the list of all currently active ports along with
the process IDs (PIDs) of the programs listening on the respective ports,
as shown by this example:

Example:
Active Connections

Proto Local Address Foreign State PID


Address
TCP 0.0.0.0:21 0.0.0.0:0 LISTENING 4000
TCP 0.0.0.0:22 0.0.0.0:0 LISTENING 4000
...
TCP 0.0.0.0:1325 0.0.0.0:0 LISTENING 4768
TCP 0.0.0.0:1474 0.0.0.0:0 LISTENING 4360
TCP 0.0.0.0:3168 0.0.0.0:0 LISTENING 4000
TCP 0.0.0.0:3169 0.0.0.0:0 LISTENING 4768
TCP 0.0.0.0:3170 0.0.0.0:0 LISTENING 4768
...
As we can see here, the PID of the program occupying the LDAPS port
is 4360.

Windows:
Using the Windows tasklist tool you can easily identify the program:
Ê First create a file containing the current task list with the call TASKLIST
/V /FO LIST > TASKLIST.LST.
Ê Then open the file TASKLIST.LST using a text editor, and search the PID
number.
You will find an entry like this:

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CAS User Management

Example:

Image Name: listener.exe


PID: 4360
Session Name: RDP-Tcp#7
Session#: 0
Mem Usage: 5.144 K
Status: Running
User Name: PONTRESINA\Administrator
CPU Time: 0:00:00
Window Title: Port Listener

Linux:
On Linux you can use the system tool ps for that purpose:
Ê Calling ps –p <PID> delivers the information of the wanted program
only.
You should now have the information necessary to abort or even uninstall
the program.
Ê After having aborted the disturbing program, you must restart the JBoss
service in order to re-establish the directory server.

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3.3.8 CAS Communication Errors from Managed Node -


Connection refused (CMS)

For some actions services on the managed node must be able to connect to the
CAS service on the management station.

Problem:
It might happen that on management station side only the hint on CAS
communication error is visible - in most cases Connection refused is displayed.

Cause:
1. RedHat 6:
In RedHat 6 it is necessary to add CAS port 3170 into IPv4 AND IPv6 firewall
of the management station.
Otherwise it might happen that an communiction error will be displayed (e.g.
for PrimeCollect calls). System error text in traces would be Connection
refused.
2. VMware ESX:
For VMware ESX managed node it is necessary not only to define incoming
portnumbers but also output portnumbers.
Otherwise there might be Connection refused situations and CAS
communication error when the managed node tries to contact CAS service on
the management station.

Solution:
1. RedHat 6:
Ê Add CAS port 3170 into IPv4 AND IPv6 firewall of the management
station.
2. VMware ESX:
Ê For VMware ESX managed node it is necessary not only to define
incoming portnumbers but also output portnumbers.
Sample: Use iptables -I OUTPUT -p tcp --dport 3170 -j
ACCEPT

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Active Directory User Management

3.4 Active Directory: User wants to configure


special directory for SVS
Problem:
The user wants to specify a special location for the LDAP directory SVS.

Solution:
Ê You can configure the starting directory during installation.
Example:
Ê Start point with DN OU=XYZ,DC=DOMULI01,DC=local:

Figure 4: Configure the starting directory for the LDAP directory SVS

Ê In SVOM Setup you have to specify this DN with Base DN:

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User Management Active Directory

Figure 5: Configure the starting directory for the LDAP directory SVS

Ê After importing the ldif files (…\ServerView


Suite\svcommon\files\SVActiveDirectory.ldif) you see the SVS definitions
below the base DN:

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Active Directory User Management

Figure 6: Configure the starting directory for the LDAP directory SVS

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User Management Certificate errors

3.5 Certificate errors for managed nodes


Affected versions:
For SV V5.0 or higher there must be a trusted relationship from managed node
to management station.

3.5.1 Missing or wrong CA-certificate on managed node


side

Problem:
Error message concerning missing or wrong CA certificate on managed node
side.

Cause:
Missing or wrong CA certificate on managed node side.

Solution:
Ê Please check content of PKI directory of SCS-Service.
Technical Check from remote:
https://<ipadr managed node>:3172/cmd?x=
connector.Interceptor.ListTrustedHosts
Answer: XML data containing host references.

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Certificate errors User Management

3.5.2 Missing or wrong CA-certificate/ hostname check


problems on managed node side

Problem:
Error message concerning missing or wrong CA-certificate on managed node
side or concerning hostname check problems.

Cause:
1. Scheduled tasks send the CMS key certificate and the provider on managed
node side like update agent provider requires full hostname check. To do so
it is necessary that the managed node can find the request IP address or the
name(s) assigned to this IP address inside the CMS key certificate.
2. Normal request working with RBAC require a call back from the managed
node to the management station to validate the security token. This requires
the ability that the full quailified name inside corresponding config file is
known to the managed node.

Solution:
For problems for servers not addressable by DNS servers it might help to add
additional entries inside the managed node local hosts file for the CMS.

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3.5.3 Event logging: Event ID 2370 or 2377 on managed


node

Problem:
The following event ID can be caused by missing certificate of Central
Management Station (CMS) on managed node:
For older SCS-Services
Event ID 2370 (Windows: Event Viewer, Linux:
/var/log/messages,
/var/log/fujitsu/ServerViewSuite/SCS/log.SVRemoteConnec
tor)
WARN: SSL sends error for the 'handshake tests'. This
request will be ignored ! It might be missing encryption
or problems with authentications. For more technical
information see following data: IP=<ipaddr>
SOAP-ENV:Receiver
SSL_ERROR_SSL
error:140890B2:SSL
routines:SSL3_GET_CLIENT_CERTIFICATE:no certificate
returned
SSL_accept() failed in soap_ssl_accept()
For newer SCS-Services
Event ID 2377 (Windows: Event Viewer, Linux:
/var/log/messages,
/var/log/fujitsu/ServerViewSuite/SCS/log.SVRemoteConnec
tor)
There is a request from IP=<ipaddr> whose SSL-Key-
Certificate cannot be verified. Please contact the owner
of that system (to prevent requests or to add SSL-CA-
Certificate).

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Certificate errors User Management

Cause:
These event IDs can be caused by missing certificate of Central Management
Station (CMS) on managed node:
1. Event ID on managed Node, caused by Update Management
Configuration requirement:
CMS:
– SV Update Manager Win/LX (applet of SV Operations Manager)
>=V5 (includes Remote Connector Service >1.06)
Managed node:
– SV Agent Win/LX >=V5 (includes Remote Connector Service
>1.06)
– SV Update Agent Win/LX >=V5
configured with Account Check
– Certificate of CMS ist not installed on managed Node !
(=> Update Manager: Agent Access „not certified“ for this
managed Node)
2. Newer certificates of a SVOM installation where not updated on the
managed node.

Solution:
To avoid these event ID on those servers:
Ê Install certificate of CMS (IP address is content of event ID entry) on
managed node
OR
Ê Owner of CMS should remove this server from applet ServerList if not
needed.

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User Management Browser

3.6 Browser warnings and problems

3.6.1 Warning - Security: The web site’s certificate


cannot be verified

Problem:
After successful login you see a certificate warning. As the certificate is self-
signed, web browsers display this certificate error (Firefox example):

Figure 7: Warning - Security: The web site’s certificate cannot be verified

Cause:
The certificate is self-signed. For this reason, the certificate cannot be verified.

Solution:
Ê You have to accept the certificate.

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3.6.2 Warning - Security: Java has discovered


application components that could indicate a
security concern

Problem:
After accepting the certificate there might be a second warning: When starting
a ServerView applet (like ServerList) a warning appears:

Figure 8: Warning - Security: Java has discovered ...

Cause:
There is a problem with a mix of signed and unsigned code since JRE 1.6.19.
The warning occurs in case of using external java property files.

Solution:
Ê In this case it is necessary to answer with Don’t Block to get the applets
correctly loaded.
Ê To avoid this problem set: Enable – hide warning and run with protections in the
Java control panel:

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User Management Browser

Figure 9: Warning - Security: Java has discovered ... - Java Control Panel

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Browser User Management

3.6.3 Export of server list fails: Unable to download ...


(Internet Explorer)

Problem:
Problem (only Internet Explorer): User tries to export server list, an error
message is shown: Unable to download ... Security warning - Want you to open or
save this file?.

Solution:
Ê Deselect Do not save encrypted pages to disk in Internet Explorer Advanced
settings.

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3.6.4 Export fails: Download window is only shown for a


short time

Problem:
The user wants to download files (like export server list), the download windows
is only shown for a very short time.

Solution:
Ê Activate automatic prompting for downloads:
Internet Options - Security Settings - Downloads - Automatic prompting for file
downloads.

Figure 10: Export fails - Security Settings - Local Intranet Zone

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3.6.5 Storage information: tree is not shown (Internet


Explorer)

Problem:
Only Internet Explorer: The left tree of the Storage Information view is not shown.

Solution:
Ê Deselect Do not save encrypted pages to disk in Internet Explorer Advanced
settings.

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3.6.6 Storage information: xml information failed


(Internet Explorer)

Problem:
Only Internet Explorer: An error page is shown: The xsl transformation of StorMan
xml failed…

Solution:
Ê Activate the Active X settings in the security settings (as described in the
error page):
Ê Set Download signed ActiveX controls to: allow or prompt.
Ê Set Run ActiveX controls and plug-ins to: allow or prompt.
Ê It is recommended to add the Server View pages to trusted sides, in this
case it is only necessary to activate ActiveX for your trusted sides.

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Connection problems User Management

3.7 Connection problems

3.7.1 ServerView is not callable (connection problem) -


(MC)

Problem:
On management console ServerView is not callable.
Depending on the browser in use, you may receive an error message like this:
Internet Explorer:

Internet Explorer cannot display the webpage


What you can try:
Diagnose Connection Problems
More Information

Firefox:

Unable to connect
Firefox can’t establish a connection to the server at
<CMS:Port>
The site could be temporarily unavailable or too busy.
Try again in a few moments.
If you are unable to load any pages, check your
computer’s network connection.
If your computer or network is protected by a firewall
or proxy, make sure that Firefox is permitted to access
the Web.

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User Management Connection problems

Cause:
1. CMS is not reachable via fully qualified (FQN) host name.
OR
2. Browser proxy settings and/ or cookie configuration is wrong.
OR
3. Internet Explorer (Protected Mode): The ServerView sites domain is not on
the list of trusted sites.
OR
4. JBoss didn’t start up successfully on CMS.

Solution:
1. CMS is not reachable via fully qualified (FQN) host name - there is no
Domain Name System (DNS) configured:
Ê Edit the hosts file (Windows: C:\WINDOWS\system32\drivers\etc\hosts,
Linux: /etc/hosts).
I On Windows 2008 and Windows Server 2012 systems it is
necessary to add an IPV4 and additionally an IPV6 address
(like ::1 <system name>) for your systems.
Ê Check if CMS reachable via fully-qualified hostname, e.g. by using the
following tools:
– ping
– nslookup
– tracert (Windows only, e.g.: tracert <ip address>)
– traceroute (Linux only, e.g.: traceroute <ip address>)
If the CMS is not reachable: check the browser proxy settings and cookie
configuration:

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Connection problems User Management

2. Browser proxy settings and/ or cookie configuration are wrong:


Ê Check the browser proxy settings:

Figure 11: ServerView is not callable: Diagnose Connection Problems

Check if your browser proxy entries are configured properly, as


demonstrated by the example above.
If your browser is configured to use a proxy, its No Proxy list (Do not use
proxy server….) should contain the fully-qualified hostname of your CMS
or the domain of your CMS. Otherwise the browser won’t get a
connection to the CMS’s web server.

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User Management Connection problems

Example for Internet Explorer 8:

Figure 12: ServerView is not callable: Check the browser proxy settings

Ê Check the cookie configuration:


The browser must be configured in order to accept cookies from the
system.
I In case of Firefox, make sure that the option Accept third party
cookies is also set.

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3. Internet Explorer (Protected Mode): The ServerView sites domain is not on


the list of trusted sites:
It is necessary to add the ServerView sites domain to your list of trusted
sites.
To do this, follow these steps (description for IE 7):
Ê Under Tools menu (on the right side of toolbar), select Internet Options.
Ê Click Security tab.
Ê Click Trusted Site" checkmark icon.
Ê Click Sites button.
Ê Uncheck Require server authentication box, unless you specifically want
IE7 to confirm https connection requests.
Ê Enter a site domain into the Add this website to the zone text field (e.g.
https://mycms.company.net).
Ê Click Add button.
Ê Click Close button.

4. JBoss didn’t start up successfully on CMS:


A cause for the problem can be that one or more ports which JBoss is
configured to listen to is occupied by another program on the CMS.
Ê Therefore look up the log file server.log (as described in "JBoss log files"
on page 14s), and look for occurrences of the phrase port ... already in use,
or address already in use.

Examples:
2013-09-04 10:25:03,105 ERROR
[org.jboss.kernel.plugins.dependency.AbstractKernelCo
ntroller] Error installing to Start: name=
jboss:service=WebService state=Create mode=Manual
requiredState=Installed java.lang.Exception: Port
1072 already in use.
Caused by: java.net.BindException: Address already in
use: JVM_Bind

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2013-09-04 10:25:27,105 ERROR


[org.jboss.kernel.plugins.dependency.AbstractKernelCo
ntroller] Error installing to Start: name=
jboss.remoting:protocol=rmi,service=
JMXConnectorServer state=Create mode=Manual
requiredState=Installed
java.rmi.server.ExportException: Port already in use:
1401; nested exception is: java.net.BindException:
Address already in use: JVM_Bind
Ê If you find such a phrase, then proceed as described in the solution
proposal of "Unknown Error: simple bind failed" on page 43.

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3.7.2 ServerView encountered problems ... - No


connection to authorization web service

Problem:
After login the start screen is shown, banner is loaded, animated loading gif is
shown.
After some time a popup with the message ServerView encountered
problems obtaining user information. Please close this window
and try again is shown.

Cause:
1. The java installation is defective.
OR
2. Javascript is disabled: If javascript is disabled, then an attempt to launch a
Java applet may fail at very early stage.
OR
3. Linux: The java plugin of the browser is defective.

Solution:
1. The java installation is defective:
Ê Please verify that the Java Plugin is working:
Ê Go to the http://java.com/en/download/installed.jsp.
Ê Click on the Verify Java version button.
Ê If you see that the expected Java technology version is reported, then
the plugin is enabled and found.
Ê Check that your browser knows about the Java plugin:
Firefox:
Ê Choose from the menu Tools - Addons - Plugins.
Internet Explorer:
Ê Choose from the menu Tools - Manage Addons.

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Ê Make sure the Java Runtime Environment is installed:


On Windows, check the list of installed programs in the Control Panel.

I You find a detailed description of possible configuration problems in


Oracle’s java troubleshooting guide:
http://docs.oracle.com/javase/7/docs/webnotes/tsg/TSG-
Desktop/html/plugin.html.
2. Javascript is disabled.
Ê Please make sure that javascript is enabled.
Possible Problems:
– IE 7, 8, 9, 10: check if Enhanced IE Security is activated.
If you first install Windows 2003/ 2008 and Windows Server 2012
servers, IE Enhanced security is enabled for normal users and
administrator users.
Ê Disable Enhanced IE Security:
Windows 2003:
This can be done in Add/Remove Windows components (for
administrator and/or normal users)
Windows 2008:
Start - Administrative tools - Server Manager -
Security Information - Configure IE ESC
Windows Server 2012:
Server Manager - Local server - properties -
IE enhanced sescurity information
It is sometimes sufficient to move the SVOM start page to the
trusted sites. It is not sufficient that trusted sites have medium
security level. If it is not possible to change the security level you
have to to switch off Enhanced Security.

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– Firefox: java console shows the message:


java.lang.ClassFormatError: Incompatible magic value
1008813135 in class file SVTest at
java.lang.ClassLoader.defineClass1(Native Method)
Ê Firefox must accept third party cookies. The option Accept third-
party cookies has to be selected within the custom settings for history.
3. Linux: The java plugin of the browser is defective.
In case of a Linux browser: check the java plugin of the browser:
Firefox:
Ê Type about:plugins in the location bar to confirm that the Java Plugin is
loaded.
If you do not see the correct java version:
Ê Check if a correct java version is installed (Oracle’s JRE >= 1.6.0_45
for SVOM versions <= 6.00.09 - Oracle’s JRE >= 1.7.0_25 for all
newer SVOM versions).
Ê Create a symbolic link to the libnpjp2.so file in the browser plugins
directory.
Ê Go to the plugins sub-directory under the Firefox installation
directory cd <Firefox installation directory>/plugins.
Ê Create the symbolic link ln -s <Java installation
directory>/lib/i386/libnpjp2.so.

I Upgrading a Java version


If you are upgrading your Java version then before creating new
symbolic link you should remove old symbolic link to enable latest
downloaded Java. To remove the old symbolic link: cd <Firefox
installation directory>/plugins rm libjavaplugin_oji.so.
If you are using SVOM V6.0, then you cannot upgrade to Java 7 on
the machine on where you are running the browser. You must either
downgrade to Java 1.6.0_45 on that machine, or upgrade SVOM to a
Version >= 6.10.

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I SLES Firefox bug (versions >= 3.6.20)


In SLES Firefox bug (versions >= 3.6.20) there is a bug: the java
plugin is running in an own process. This leads to problems with
javascript access th java classes.
Workaround for this SLES Firefox bug:
Ê Type about:config in the firefox address bar.
Ê Search ipc.
Ê Disable dom.ipc.plugins.enabled.
Ê Restart the browser.

I The java configuration can be checked with:


http://www.java.com/de/download/testjava.jsp or
http://java.com/download/installed.jsp (click the link Do I have Java).

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3.7.3 ServerView encountered problems ... - Connection


problems after ServerView Operations Manager
update

Problem:
You have updated ServerView Operations Manager.
After login the start screen is shown, banner is loaded, animated loading gif is
shown. After some time a popup with the message ServerView encountered
problems obtaining user information. Please close this window
and try again is shown.

Cause:
1. ’The cache of the Java JRE plugin is corrupted.

2. The cache of one of the used browsers is corrupted.

Solution:
If there are connection problems after an Update Installation from an older
ServerView Operation Manager version, please clear the caches from:
1. Java JRE plugin cache:
Ê You will find the settings of the java JRE plugin cache under:
Control Panel - Java - Temporary Internet Files
I ou find more detailed java caching information in Oracle’s java
Troubleshooting Guide:
http://docs.oracle.com/javase/7/docs/webnotes/tsg/TSG-
Desktop/html/plugin.html#gcexdg.
2. All browsers connecting to the new installation:
I Internet Explorer 8 and 9 have a feature which retains some cookies
even after you clear your cache if you do not uncheck the Preserve
Favorites Website Data. If you truly need to clear your cache, you will
have to uncheck this.

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Browser How to clear the cache


Internet Explorer 9/ Ê Settings menu (or press [CTRL]-[SHIFT]-
10 [DEL])
Ê Deactivate: Preserve Favorites website data.
Ê Press the [DEL] button.
Internet Explorer 8 Ê Tools menu (or press [CTRL]-[SHIFT]-[DEL])
Ê Deactivate: Preserve Favorites website data.
Ê Press the [DEL] button.
Internet Explorer 7 Ê Tools menu - Delete browsing history - Delete
files
Ê Click YES.
Firefox 4, 5, 6, … Ê Firefox menu (default top left corner) - History
Ê Clear recent history.
Ê Expand Details.
Ê Check cache and select in timerange to clear:
everything.
Ê Press clear now.
Firefox 3.5, 3.6 Ê Tools menu: clear recent history.
Ê Expand Details.
Ê Check cache and select in timerange to clear:
everything.
Ê Press clear now.
Table 2: How to clear the browser cache

I You will find a more detailed cache clearing information in:


http://www.wikihow.com/Clear-Your-Browser's-Cache.

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3.7.4 No connection to the Configuration Manager:


Request Timeout - error 408 (SCM)

Problem:
The connection in SVOM to the managed mode is working well, the server
status is shown as OK, Test connectivity shows all OK, but the ServerView
Configuration Manager (SCM) is not able to connect to the managed node:
Request Timeout” – error 408.

Figure 13: No connection to SCM: Request timeout -1

Figure 14: No connection to SCM: Request timeout -2

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Cause:
In SVOM normally the browser hosts JAVA applets (e.g. Single system view) that
communicate with the CMS to get data. The CMS then queries its managed
nodes and replies data back to the browser’s applet.

Figure 15: No connection to SCM: Data transmission paths in SVOM

Whereas most of the SVOM applications communicate to the managed node


via CMS (figure 15 - green path), the SCM applet directly communicate (from
the client’s browser node) to the managed nodes (figure 15 - red path).
1. Managed nodes are in other network than client PC and CMS – protected
by a firewall:
Normally a firewall allows communication over port 80; other outgoing ports
may be blocked. Since the client applications use port 80 for communication
and SNMP traffic remains within the protected network, SVOM can operate
properly.
SCM requests however are blocked because they use port 3172 to
communicate directly to the managed nodes.
2. Managed nodes are accessed by a link-local IPv6 address:
The client is using IPv4 connecting to the CMS and the CMS is using a link-
local IPv6 address for communication to the managed nodes. Since CMS
and managed nodes are in the same IPv6 subnet, they can connect to each
other. But a link-local IPv6 address is not routed by any IPv6 router!

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So there is no direct connection from the client to the managed nodes,


whereas the client can properly connect to the CMS by IPv4.

Solution:
1. Managed nodes are in other network than client PC and CMS – protected
by a firewall:
Ê Allow TCP port 3172 (ingoing) on the firewall configuration.
2. Managed nodes are accessed by a link-local IPv6 address:
Ê Use an IPv4 or a global unicast IPv6 address in your Server List for
connecting to the managed nodes.

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3.8 Remote SQL Server Not Valid


Affected versions:
– SVOM 6.00 and higher

Problem:
Sometimes you receive the following installation error after having selected the
option Use existing remote SQL Server:

Figure 16: Error message: Remote SQL Server Not Valid

Cause:
For this situation, two cases come into consideration:
1. You have chosen a remote SQL Server which is already used by another
CMS:
You are trying to install from a different Central Management Station to the
same remote SQL Server already in use by another ServerView Operations
Manager installation.
This is not allowed.
I Please see further information in the manual „ServerView Operations
Manager, Installation Guide under Windows“, chapter „Remotely on
a different system“.
2. Your previous ServerView installation was not uninstalled properly:
You are trying to install from a CMS into a remote SQL Server used only by
this installation. Your old ServerView Operations Manager installation was
uninstalled before.

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In rare cases it may happen that the database was not deleted and
uninstalled properly.

Solution:
1. Use a dedicated SQL Server instance for each ServerView Operations
Manager installation.
Remote SQL Server
If you want to proceed with using a remote SQL Server, you must use
or possibly install another SQL Server instance for the new
ServerView Operations Manager installation.
Please see chapter „Parallel (side-by-side) installation of SQL
Server“ in the manual.
Local SQL Server
Alternatively, use or install a local SQL Server on the CMS. If a free
edition of SQL Server is suitable for your installation, you may select
the option Install free edition of SQL Server in the installation dialogue
Select SQL Server.
I Observe the database size limits described in the ServerView
installation manual for SQL Server Express Editions.
2. Proceed as follows:
1. On the CMS, check whether Fujitsu ServerView Operations Manager is still
installed under Programs and Features.
If not, proceed as follows:
2. Backup the ServerViewDB database.
3. Call SQL Server Management Studio and connect to the remote SQL
Server instance you have chosen.
4. Expand Databases, right-click the entry ServerViewDB and select Delete.
5. Confirm the operation in the Delete Object dialogue with OK.
6. Then retry the ServerView Operations Manager installation.

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I Starting with ServerView Operations Manager 6.12, the error


explanation text in the message box shown below was adapted to reflect
the two possible error causes described.
Up to V6.11 the error box contains the wrong instruction for case 1 on
page 77 unfortunately. Renaming the file ServerViewDB.ini and the
database ServerViewDB is not recommended. The name of the
ServerView database must never be changed for an existing SVOM
installation. This is also emphasized in the manual ’’ServerView
Operations Manager. Installation Guide under Windows’’.

Figure 17: Error message: ServerView Operations Manager, Installation Guide under
Windows

For a detailed description how to configure and troubleshoot a remote


SQL Server installation, refer also to the installation manual.

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