proxy-troubleshooting

BMC Software, Inc., Confidential

BMC Configuration Management Diagnostic and Troubleshooting Guide

Version 7.0

May 2007

www.bmc.com


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Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

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Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses,

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Support by telephone or email In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before Contacting BMC Software Have the following information available so that Customer Support can begin working on your issue immediately:

• Product information o Product name o Product version (release number) o License number and password (trial or permanent)

• Operating system and environment information o Machine type o Operating system type, version, and service pack o System hardware configuration o Serial numbers o Related software (database, application, and communication) including type, version, and service pack or

maintenance level • Sequence of events leading to the problem • Commands and options that you used • Messages received (and the time and date that you received them)

o Product error messages o Messages from the operating system, such as file system full o Messages from related software


Table of ContentsIntroduction ............................................................................................................... 8

Note to our Customers: ........................................................................................ 8 Configuration management documentation and knowledgebase search................... 9

Knowledgebase Search Instructions: ................................................................... 9 Upload information for configuration management customer support ................... 10 Desktop management support resources ................................................................. 10

Marimba Resource Kit (MRK) .......................................................................... 10 Field Services Resource Kit (FSRK) ................................................................. 10

BMC configuration management log file basics ..................................................... 10 Tuner Logging.................................................................................................... 11

Reading the Tuner’s history-n.log Files........................................................ 11 Individual Channel’s history-n.log Files....................................................... 12 Reading a Channel’s history-n.log Files ....................................................... 12

Transmitter Logging........................................................................................... 13 Understanding Transmitter Log Files ........................................................... 14 How Log Files Are Named ........................................................................... 14 Reading Transmitter Log Files ..................................................................... 15 Reading Transmitter Admin Log .................................................................. 16 Reading Transmitter Access Log.................................................................. 16

Tuner and transmitter .............................................................................................. 18 Tuner .................................................................................................................. 18

Requirements ................................................................................................ 18 Detecting and Repairing Workspace Corruption: ......................................... 19 Steps to get a Thread Dump:......................................................................... 19 Tuner Kernel Exit Codes: ............................................................................. 20 Tuner troubleshooting................................................................................... 20 Common Management Service:.................................................................... 25 Channel Copier ............................................................................................. 25 License Installer ............................................................................................ 26

Transmitter ......................................................................................................... 27 Requirements ................................................................................................ 27 Transmitter Root Directory........................................................................... 27 Requests Overview ....................................................................................... 28 Diagnosing Transmitter Problems ................................................................ 29 Stand-Alone (Master) Transmitter ................................................................ 29 Transmitter XML commands:....................................................................... 31 Transmitter troubleshooting.......................................................................... 31 Information to send to Customer Support..................................................... 38

Proxy ....................................................................................................................... 38 Requirements ..................................................................................................... 38 Configuring Proxy using a Proxy Administrator: .............................................. 38 General Debugging: ........................................................................................... 39 Modifying end point Tuners to use a new proxy hostname/port:....................... 39 Disabling the Proxy settings on multiple end clients ......................................... 39 Proxy troubleshooting ........................................................................................ 39

Infrastructure administration ................................................................................... 47 Requirements ..................................................................................................... 47


When to use Profiles versus administration tools to configure Infrastructure components ........................................................................................................ 47

Command to extract the .msi Tuner installer from the .exe.......................... 48 Third- Party Issue.......................................................................................... 48

Infrastructure administration troubleshooting.................................................... 49 Tuner Administrator...................................................................................... 49 Transmitter Administrator............................................................................. 50 Proxy Administrator...................................................................................... 51 Setup and Deployment Profiles..................................................................... 52 Setup and Deployment Installer .................................................................... 53 Setup and Deployment Deployments (Remote Deployer)............................ 53

Inventory management............................................................................................ 55 Requirements ..................................................................................................... 55 Client Side Issue................................................................................................. 56 WMI-enabled Inventory:.................................................................................... 57 Inventory WMI Status Codes:............................................................................ 57 Inventory Workflow:.......................................................................................... 58

Inventory Scan log entries: ........................................................................... 63 Third- Party Issue............................................................................................... 65

Machine scan ................................................................................................ 66 Storage scan .................................................................................................. 66 OS scan ......................................................................................................... 66 QuickFix scan .............................................................................................. 66 Video card scan............................................................................................. 66 Monitor scan ................................................................................................. 66 Environment scan.......................................................................................... 66 CPU scan....................................................................................................... 66 Printer scan.................................................................................................... 66 Jobs scan ....................................................................................................... 66 Process scan .................................................................................................. 67 InputDevice scan........................................................................................... 67 Modem scan .................................................................................................. 67 Applications scan .......................................................................................... 67 Networkcard scan.......................................................................................... 67 Network scan ................................................................................................ 67 Bios scan ....................................................................................................... 67 Person scan.................................................................................................... 67 MSI Application scan ................................................................................... 67 Network Client.............................................................................................. 67 Memory Slots................................................................................................ 67 Windows Services......................................................................................... 67

Inventory troubleshooting .................................................................................. 67 Problem Description: .................................................................................... 68

Software usage ........................................................................................................ 74 Requirements: .................................................................................................... 74 Software Usage channels/components ............................................................... 74 Software Usage Terminology: ........................................................................... 75 Configuring Software Usage:............................................................................. 75 Software Usage Settings .................................................................................... 76 The software usage component and ghost imaging ........................................... 77 Software usage questions/issues ........................................................................ 78


Software Usage Questions/Issues ................................................................. 78 Software Usage Issues .................................................................................. 79

Software distribution ............................................................................................... 81 Requirements ..................................................................................................... 81

Here is an example of a channel history log: ................................................ 82 Channel modes:.................................................................................................. 82 Third-party issue: ............................................................................................... 82 Software distribution troubleshooting................................................................ 82

Subscription management ....................................................................................... 88 Requirements ..................................................................................................... 88 Subscription Reporter......................................................................................... 88

Usage: SubscriptionReporter ........................................................................ 88 Syntax for finding the Subscription Plan for a user: ..................................... 88 Syntax for finding the Subscription Plan for a machine : ............................. 89 Config.xml .................................................................................................... 89

End Client Issue ................................................................................................. 89 Server Side Issue ................................................................................................ 90 Third-party issue ................................................................................................ 96 Subscription Service search flow for Multi Domain environment..................... 97 Subscription troubleshooting ........................................................................... 103

Server management ............................................................................................... 109 Requirements ................................................................................................... 109 Server Side or Client Side Issue....................................................................... 109 Server troubleshooting ..................................................................................... 110

Server side................................................................................................... 110 Patch management................................................................................................. 122

Requirements ................................................................................................... 122 Components of Patch Management: ................................................................ 122 Patch Management Workflow: ........................................................................ 123

Patch fails to install on the end point: ......................................................... 123 Patch Repository is not getting updated...................................................... 124

Patch Source Channel Source links.................................................................. 125 Windows Patch Source links....................................................................... 125 Solaris Patch Source links........................................................................... 125 Third-party issue: ........................................................................................ 125

Patch management troubleshooting ................................................................. 126 Change and configuration management solution .................................................. 132

Requirements ................................................................................................... 132 CCM Solution Process Flow:........................................................................... 133 Flow of data for components and implementation of CCM:............................ 133 Configuration Discovery and CMDB Workflow:............................................ 134 System requirements: ....................................................................................... 136 Installation considerations:............................................................................... 136 CCM Documentation Links: ............................................................................ 138

BMC® Analytics for CMDB and Asset Management................................ 138 BMC® Atrium CMDB Enterprise Manager............................................... 138 BMC® Atrium CMDB Enterprise Manager - Enterprise Use.................... 138 BMC® Atrium CMDB for Outsourcers Base Site License ........................ 138 BMC® Atrium CMDB for Outsourcers Floating License.......................... 138 BMC Change Manager for DB2 Universal Database ................................. 138 BMC Change Manager for DB2 Universal Database client ....................... 138


BMC® Change Manager for Oracle ........................................................... 138 BMC® Change Manager for Oracle client ................................................. 139 BMC® Configuration Management Control Center................................... 139 BMC® IT Discovery Suite Integrations for Remedy® ITSM – Oracle ..... 139 BMC® IT Discovery Suite Integrations for Remedy® ITSM - SQL Server139 BMC® Remedy® AR System Server......................................................... 139 BMC® Remedy® Asset Management Application.................................... 139 BMC® Remedy® Asset Management Application & AR System ............ 139 BMC® Remedy® Change Management Application ................................ 139 BMC® Remedy® Change Management Application & AR System ......... 139 Remedy® for IT Service Providers & AR System ..................................... 139 Remedy® for IT Service Providers Connect for ITSM .............................. 140 BMC® Remedy® Service Desk Application ............................................. 140 BMC® Remedy® Service Desk Application & AR System...................... 140 BMC® Remedy® Enterprise Integration Engine ....................................... 140 BMC® Remedy® Option for Partner Integrations ..................................... 140 BMC® Service Level Management............................................................ 140 BMC® Remedy® Knowledge Management Application With 1 User...... 140

CCM Known Issues: ........................................................................................ 140 Appendix A: Status and error codes...................................................................... 143

ADP Request Status Codes .............................................................................. 143 Error Messages................................................................................................. 144 HTTP Error Messages...................................................................................... 144

Successful replies........................................................................................ 144 Redirection replies ...................................................................................... 144 Client error replies ...................................................................................... 144 Server error replies...................................................................................... 145 Retry the request for some reason............................................................... 145 Network errors ............................................................................................ 145 SSL exception ............................................................................................. 145 HTTP Exception Codes .............................................................................. 145

BMC Configuration Management Error Messages.......................................... 145 Appendix B: Dynamic debugging flags ................................................................ 157

BMC Configuration Management Diagnostic and Troubleshooting Guide◄ 8 BMC Software, Inc., Confidential

BMC Configuration Management Diagnostic and Troubleshooting Guide

Introduction The purpose of this document is to help BMC Software, Configuration Management technical users independently resolve technical issues through analysis of the debugging information provided.

This guide is not meant to, and does not, detail each and every possible log entry or error message. However, it does provide a description of how debugging works with the Configuration Management products and various examples to highlight common processes. The guide assumes the users have basic knowledge of Configuration Management Products and Terminology.

Note to our Customers: BMC Software, Configuration Management Customer Support organization knows that it takes people and processes to provide a complete solution. The purpose of Configuration Management Customer Support is to provide the technical resources required for successful implementation and use of our software products. It is our goal to achieve a level of support excellence that exceeds our customers’ expectations and differentiates BMC Software, Inc. in the marketplace. We do this by ensuring everyone within the Customer Support organization:

• Understands the importance of our customers

• Defines success on customers’ terms

• Follows through on commitments

Configuration Management Customer Support contact information:

Email: [email protected] Customer Support Phone: (888) 930-5556

UK Customer Support Telephone Number: 08000 156155

BMC Configuration Management Diagnostic and Troubleshooting Guide ◄ 9 BMC Software, Inc., Confidential

Configuration management documentation and knowledgebase search

Configuration Management Documentation Search Instructions:

1. Go to http://www.bmc.com/support_home. You must have a support contract to access the Customer Support website.

2. Click Product Documentation on the Support Central page.

3. Click Supported Product A-Z list on the Product Documentation page.

4. Use any of these methods to locate Configuration Management documentation:

a) Enter the product name in the Search field, click Submit, and then click the product link.

b) Select the appropriate product name from the product list.

The following table lists which product name to use. Patch Management Patch Manager Pack for Clients

Application Packager Application Manager for Clients

CM Configuration Discovery

Integration for CMDB

Configuration Discovery for Servers

All other CM documents: Configuration Management Control Center

Knowledgebase Search Instructions: 1. Go to http://www.bmc.com/support_home. To access the Customer Support website,

you must have a support contract.

2. On the Support Central page, click Knowledge Base

3. Search by keyword, date range or Product and Version

4. Click Return button to initiate search.

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10► BMC Configuration Management Diagnostic and Troubleshooting Guide BMC Software, Inc., Confidential

Upload information for configuration management customer support

There are two ways to send information to Customer Support:

• Zip up the file(s) or Directory and e-mail to respective Support Engineer working on your issue (8 MB e-mail limit)

• Upload to the FTP server

ftp.remedy.com/incoming/support

Username: anonymous Password: <your e-mail address>

Note: Inform the Customer Support Engineer, who is working on your issue, of the file name that was used when uploading the file to the ftp site.

Desktop management support resources The Marimba/Configuration Management Resource Kit (MRK) and Field Services Resource Kit (FSRK) are a collection of unsupported tools that help you monitor, analyze, and troubleshoot a Desktop/Mobile Management or Server Management deployment. These kits are provided at no cost, but do require you to understand and abide by specific License Terms & Conditions. Please see the links below to get the current list of MRK and FSRK tools that are available.

Marimba Resource Kit (MRK) http://products.marimba.com/Unsupported/mrk/

Field Services Resource Kit (FSRK) http://www.bmc.com/support_home

Click on Product Downloads, Patches, and Fixes link

Click on FSRK link

BMC configuration management log file basics Each Tuner maintains log files for the Tuner and the channels on it. The log files contain information about events such as starting the Tuner and Subscribing to a channel, as well as any problems associated with those events. In addition, certain channels, such as the Transmitter, generate log files that contain information specific to that channel. Depending on the channel, there can be different ways of controlling whether log files are


generated and how the log files are rolled.

There are two types of log files maintained by the Tuner:

- The Tuner’s history-n.log Files

- The Individual Channel’s history-n.log Files

Tuner Logging The Tuner’s history-n.log files record Tuner events, such as when a Tuner subscribes to or starts a channel. These files are located in the Tuner’s workspace directory. By default, this directory is located at:

On Windows, C:\Program Files\Marimba\Tuner\.marimba\<keyword> On UNIX, /opt/Marimba/Tuner/.marimba/<keyword>.

The log files are named by the order in which they are created. For example, the Tuner’s first log file will be named history-1.log, the second one history- 2.log, and so on.

Reading the Tuner’s history-n.log Files The log files begin with a four-line header:

• Host — The name of the host machine on which the Tuner is installed.

• Created — The date the log was created. You can ignore the long code number at the beginning of the line.

• Version — The version of the Configuration Management technology used to generate the log. (This entry is not Inventory-specific and can be ignored in most cases.)

• Roll — The log-rolling policy for this log file, including the frequency of rolling, the maximum size of the log file, and the number of previous log files that can exist.

See the Infrastructure Administrator’s Guide on the documentation site for further information.

Here’s an example:

Host: acme Created: 975534251518; Wed Nov 26 13:44:11 PST 2003 Version: 0 Roll: bysize,128;1

The actual log entries vary depending on the event recorded. Usually, they include the following information about each entry:

• The date and time

• The severity level

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• The user ID

• The log ID

• The log message

• Additional information (usually preceded by #)

For more details about the log IDs and severity levels, refer to the logging codes chapter of the BMC Configuration Management Reference Guide

Here are some examples of log entries:

[26/Nov/2003:13:44:11 -0800] - audit spiky 1000 Kernel started [26/Nov/2003:13:44:11 -0800] - audit spiky 1718 Certificate issuers updated: c:\Program Files\Marimba\Tuner\.marimba\Marimba\certDB [26/Nov/2003:13:44:11 -0800] - audit spiky 1400 RPC listener started: ServerSocket[localport=7717] [26/Nov/2003:13:44:11 -0800] Storage audit spiky 13100 Storage opened: c:\Program Files\Marimba\Tuner\.marimba\Marimba\store [26/Nov/2003:13:44:11 -0800] LicenseManager audit spiky 1600 License Manager has been initialized [26/Nov/2003:13:44:14 -0800] - minor spiky 1747 Desktop duplication icon id: 5282 #key enables URL selection #starting transmitter channel... #TRANSMITTER ROOTDIR: e:\Tuner_Workspace\.marimba\Marimba4610\ch.2\data [26/Nov/2003:13:44:42 -0800] LicenseManager audit spiky 1601 Trying to get license for: Marimba Transmitter 6.0 [26/Nov/2003:13:44:48 -0800] LicenseManager audit spiky 1603 Installed license for: Marimba Transmitter 6.0

Individual Channel’s history-n.log Files Each channel that the tuner has subscribed to has history-n.log files. These log files record channel events, such as when a channel is started or updated. These files are located in each channel’s directory inside the tuner’s workspace directory. The channels’ directories are numbered by the order in which the tuner subscribed to the channels. (The first channel subscribed to would have the ch.1 directory, the second one the ch.2 directory, and so on.) To find out which directories correspond to which channels, use the map.txt file in the tuner’s workspace directory.

The log files are named by the order in which they are created. For example, the channel’s first log file will be named history-1.log, the second one history-2.log, and so on.

By default, logging is enabled for the channels in the Tuner. You can disable logging for the channels by setting the tuner property “marimba.logs.enabled” to false. Any channel events that occur while logging is disabled will not be recorded in the log files. However, any previous log entries in the log files are not deleted.

Reading a Channel’s history-n.log Files The log files begin with a five-line header:

• Host — The name of the host machine on which the tuner is installed.


• Created — The date the log was created. You can ignore the long code number at the beginning of the line.

• Version — The version field is not used right now, so you can ignore it.

• Roll — The log-rolling policy for this log file, including the frequency of rolling, the maximum size of the log file, and the number of previous log files that can exist.

Here’s an example:

Host: acme Created: 975534525432; Wed Nov 26 13:48:45 PST 2003 Version: 0 Roll: bysize,32;1

The actual log entries vary depending on the event recorded. Usually, they include the following information about each entry:

• The date and time

• The severity level

• The user ID

• The log ID

• The log message

If you turn on debugging, you might also see additional information (usually preceded by #). For more details about the log IDs and severity levels, refer to the logging codes chapter of the BMC Configuration Management Reference Guide.

Here are some examples of log entries:

[26/Nov/2003:13:48:45 -0800] - audit spiky 1100 Channel created [27/Nov/2003:16:27:01 -0800] - audit spiky 1101 Channel update started [27/Nov/2003:16:27:13 -0800] - audit spiky 1107 Channel index installed: <index id="urn:idx:UVlBpSwFjl9TCjzNjxkh1A==" size="4065722"> [27/Nov/2003:16:27:13 -0800] - audit spiky 1102 Channel update finished [07/Dec/2003:16:15:21 -0800] - audit spiky 1110 Channel checkpoint created: signed [07/Dec/2003:16:15:21 -0800] - audit spiky 1150 Channel instance started #CHANNEL INSTANCE #ArchiveFS Load Time: 711 ms #XML Load Time: 1983 ms #XML Load Time: 100 ms #ArchiveFS Load Time: 130 ms [07/Dec/2003:16:16:17 -0800] - audit spiky 1152 Channel instance stopped

Transmitter Logging The transmitter’s workspace (also called the transmitter’s root directory) is where the transmitter stores data, such as channels and plug-ins, logs, and configuration settings. By default, the transmitter’s root directory (called txroot) is stored next to the tuner’s workspace directory. The default location for the transmitter’s root directory is:

• On Windows, C:\Program Files\Marimba\Tuner\.marimba\txroot

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• On UNIX, /opt/Marimba/Tuner/.marimba/txroot

For the master transmitter that you install during the initial setup and deployment, the default location for the transmitter’s root directory on UNIX is /usr/local/Marimba/Tuner/.marimba/txroot.

If there is more than one transmitter installed on the tuner, the transmitter’s root directory becomes txroot.<x>, where <x> denotes a number that increases sequentially as transmitters are installed on the tuner. For example, the root directory of the first transmitter on the tuner is called txroot, and that of the second transmitter is called txroot.1. You can move the default location of the transmitter’s workspace.

Understanding Transmitter Log Files The Transmitter keeps logs of events, such as which clients subscribe to channels, administrators that configure the Transmitter, Transmitter internal errors, and errors that occur while executing plug-ins. The transmitter has three types of log files: access, admin, and plug-in.

Access log The access log records all requests for subscribing to updating channels, and requests for the transmitter’s client listing (or home page), noting whether the client making each request is a tuner or a repeater or mirror transmitter. The access log also records any access errors.

Admin log The admin log records all publishing operations to the transmitter. It also records all modifications to the transmitter’s configuration made by administrators, including logging in and logging out. The admin log also records any admin errors.

Plug-in log The plug-in log records all errors that occur during the execution of channel plug-ins. This log only appears if the transmitter is running channel plug-ins.

How Log Files Are Named A log consists of one or more physical files. The way a log file is named depends upon the type of log rolling policy you specify.

• If you specify that the policy for rolling a log file is never, the file name reflects only the type of the log. For example, access.log.

• If you specify a log rolling policy for the log (any policy besides never) then several files might be stored. These files have the same prefix, but they are distinguished by different suffixes that reflect the period of activity captured in the log file. For example, access-y2003-w32.log is a log file that contains data for the thirty-second week of 2003.

The following table provides examples of log file names:


Roll Policy File name example Description

Hourly access-y2003-m04-d10-h15.log Log file name includes the year (y), month (m), day (d), and hour (h)

Daily access-y2003-m04-d10.log Log file name includes the year (y), month (m), and day (d)

Weekly access-y2003-w43.log Log file name includes the year (y) and week (w)

Monthly access-y2003-m04.log Log file name includes the year (y) and month (m)

Yearly access-y2003.log Log file name includes the year (y)

Never access.log Log file name has no suffix appended to it

By size access-2.log Log file name includes a version number

Reading Transmitter Log Files A log file has a header area and a body. The required fields for a log header are:

• Name: Name of the log, e.g., access

• Host: Machine on which the log file was originally created

• Created: Date the log was created

• Version: Version of the log

• Roll: Rolling policy for this log file, and the number of log files that should be retained. A value of 0 (zero) means keep all log files Source: Source of the log, often the URL of the channel that wrote the log file

• Channel Version: Version of the Transmitter channel.

Here is an example of a log header:

Name: access Host: ny_Trans Created: 1024425435624; Thu Dec 11 11:37:15 PDT 2003 Version: 0 Roll: weekly;0 Source: http://prodxnTrans:5282/Marimba/Current/Transmitter

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Channel Version: 7.0

Reading Transmitter Admin Log The following line shows a sample entry in the transmitter’s admin log:

[11/Dec/2003:08:47:02 -0800] "Replication Module" audit sysadmin 2212 Replication Module Started

The admin log basic entry has the following elements:

11/Dec/2003:08:47:02 -0800 Date and time when the entry was generated

Replication Module Module (of the transmitter) that generated the log message.

audit Severity of log entry. A list is provided in the BMC Configuration Management Reference Guide

sysadmin Logged-on user

2212 Log entry code.

Replication Module Started String describing the entry code

The following example shows a portion of the admin log:

Name: admin Host: ny_trans Created: 1071161220632; Thu Dec 11 08:47:00 PST 2003 Version: 0 Roll: weekly;0 [11/Dec/2003:08:47:00 -0800] Storage audit sysadmin 13100 Storage opened:C:\WINDOWS\.marimba\txroot\files [11/Dec/2003:08:47:00 -0800] Storage audit sysadmin 13100 Storage opened:C:\WINDOWS\.marimba\txroot\indexes [11/Dec/2003:08:47:01 -0800] "Administration Module" audit sysadmin 2250Authentication Method: Local User Database [11/Dec/2003:08:47:02 -0800] "Transmitter Module" audit sysadmin 2208 Transmitter Module Started[11/Dec/2003:08:47:02 -0800] "Publish Module" audit sysadmin 2210 Publish Module Started [11/Dec/2003:08:47:02 -0800] "Replication Module" audit sysadmin 2501 Not acting as a repeater for any transmitters [11/Dec/2003:08:47:02 -0800] "Replication Module" audit sysadmin 2502 Not running as a mirror slave [11/Dec/2003:08:47:02 -0800] "Replication Module" audit sysadmin 2212 Replication Module Started [11/Dec/2003:08:48:06 -0800] - audit sysadmin 2422 Repeater added to list of known repeaters: Repeater[url=http://172.16.2.139:5282/, updateInterval = 120000, ipaddr = 172.16.2.139, touched = Thu Dec 11 08:48:06 PST 2003] [11/Dec/2003:08:53:14 -0800] - audit sysadmin 2510 Segment index loaded: .internal (.authenticator) 10 ms urn:idx:hrBuNVKfvqp0ik0lTepqgg== (plugin)

Reading Transmitter Access Log

The request log file includes a record of:


• Transmitter channel list page requests

• Transmitter channel requests, including requests for subscribing, unsubscribing, and updating channels

• Tuner commands

• XML lists of all the channels on the transmitter

• RPC port queries used by Publisher to determine a tuner’s RPC port

The following line shows a sample entry in an access log:

192.168.17.123 - 1uq3cum2jfv9a/sysadmin [03/Dec/2003:11:23:57 -0800] "SUBSCRIBE /Marimba/Current/ApplicationPackager HTTP/1.0" 200 26508 387 351 850 "tuner/6.0 (Windows 2000 x86 5.0)" v13 "Windows,x86/any" "urn:idx:THEs7nfqoRBezRxKMaGoUQ==" "urn:idx:AAAAAN6tvu8AAAAA3q2+7w==" -

The access log basic entry has the following elements: The following example shows a portion of an access log.

192.168.17.123 IP address of the transmitter’s client

1uq3cum2jfv9a/sysadmin Tuner ID/logged-on user

03/Dec/2003:11:23:57 -0800 Date and time when the entry was generated

SUBSCRIBE Method, for example, SUBSCRIBE, UNSUBSCRIBE, UPDATE, GETFILES, REDIRECT.

/Marimba/Current/ApplicationPackager URL of the requested channel

200 HTTP reply code

26508 Total number of bytes written out by the transmitter

387 Total number of bytes read in by thetransmitter

0 Total number of files transferred

351 Time in milliseconds it took the transmitter to process the client’s request

850 Tuner’s ADP status code.

tuner/6.0 ID of the transmitter’s client (that is, the HTTP User-Agent)

v13 ADP protocol version

Windows,x86/any Segment requested by the client "urn:idx:THEs7nfqoRBezRxKMaGo UQ==" "urn:idx:AAAAAN6tvu8AAAAA3q2+7w==" Checksum of the index on the server

and that on the client

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Name: access Host: ny_trans Created: 1071161285405; Thu Dec 11 08:48:05 PST 2003 Version: 0 Roll: weekly;0 Source: http://staging_trans:80/Marimba/Current/Transmitter Channel Version: 6.0 172.16.2.139 - [11/Dec/2003:08:48:05 -0800] "GET /?xml&segatts=index,name HTTP/1.0" 200 2345 229 1 40 800 "Castanet Repeater" 172.16.2.139 - 0/ [11/Dec/2003:08:48:06 -0800] "COPY /.internal HTTP/1.0" 200 234 339 0 220 821 "Castanet Repeater" v15 ".authenticator" "urn:idx:hrBuNVKfvqp0ik0lTepqgg==" "urn:idx:hrBuNVKfvqp0ik0lTepqgg==" - 172.16.2.139 - 0/ [11/Dec/2003:08:48:06 -0800] "COPY /ChannelManager HTTP/1.0" 200 234 342 0 241 821 "Castanet Repeater" v15 "any/any" "urn:idx:WkGVuodz/j9xbhMJ3yrz6w==" "urn:idx:WkGVuodz/j9xbhMJ3yrz6w==" - 172.16.2.139 - 0/ [11/Dec/2003:08:48:06 -0800] "COPY /InfrastructureService HTTP/1.0" 200 234 358 0 150 821 "Castanet Repeater" v15 ".profile_" "urn:idx:N6Hwbxu8H8Zx5z+7gB/N2Q==" "urn:idx:N6Hwbxu8H8Zx5z+7gB/N2Q==" -

See the Infrastructure Administrator’s Guide on the documentation site for further information

Tuner and transmitter The Infrastructure Module includes many products such at Tuner, Transmitter, Proxy, etc. This section will focus on two of the core products Tuner and Transmitter. The purpose of this section is to guide the user through the steps involved in general debugging of Tuner and Transmitter issues.

Tuner

Requirements This section requires the following:

• Tuner 7.0 and later

• Have a username and password to access BMC Configuration Management Documentation

To debug an issue related to the Tuner, first you must determine/confirm that the issue is Tuner related. To do so, examine the Tuner history logs located in the Tuner’s workspace (\.marimba\<WsKeyword>\history.n.log). Any tuner related errors will be displayed in this log(s). Further, if the tuner is running a Service, then the System Event Viewer logs (Windows Platform) may also help in determining if there was an error with the Tuner service.


Detecting and Repairing Workspace Corruption: Detecting:

1. Check Tuner binary integrity

>runchannel <InfrastructureService channel url> -verify 2. Tuner property in prefs.txt: runtime.storage.corruptFlags>=4

Repairing:

1. Let Infrastructure Service run based on its “start.schedule.” This will allow the tuner to check for corruption and if corruption is found, fix it the next time the Tuner restarts or when it wakes up from minimal mode. This is the default behavior.

2. Check for corruption and if any is found repair and restart the tuner immediately by running the following command:

>runchannel <InfrastructureService channel url> -repairWorkspace

If the issue is consistently reproducible, then launch the tuner with the Tuner Debug Flag(s) to narrow down the cause, or get a Thread dump from the machine hosting the Tuner and send to BMC Configuration Management Customer Support for further assistance.

Steps to get a Thread Dump: Option One: Use the diagnose.bat file located in Tuner Installation Directory to get the thread dump.

Steps to run the Diagnose.bat:

1. Run diagnose.bat file.

This will generate thread dump output to the diagnose.log and stdout.log files located in the tuner workspace folder ((\.marimba\<WsKeyword>\stdout.log).

Option Two: • Quit the tuner

• Turn of the jit compiler by modifying the Tuner property to:

marimba.launch.jitDefault=no • Re-start the tuner with console command line option.

>tuner.exe –console –v OR

• Add the following launch argument and restart the Tuner:

Example: marimba.launch.javaArgs=-console –v If and when the Tuner is in the unresponsive state, click on the Dos Window that was created when the tuner was launched, and press the “Ctrl-Break” on your keyboard.

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Save the output from the Dos Window and send to Customer Support for review For Tuner related errors, search the BMC Knowledge Base, if no information is found in the Knowledge Base, then report the problem to BMC Configuration Management Customer Support with the following information:

• Tuner and JRE version

• Tuner history logs

• Tuner prefs.txt (\.marimba\<WsKeyword>\prefs.txt)

• Tuner properties.txt (\lib\tuner\properties.txt)

• Thread Dump output

Tuner Kernel Exit Codes: • 0 = Normal Exit

• 1 = Tuner Error Exit

• 2 = Tuner Restart Exit

• 3 = Tuner Restart and Update Exit

• 4 = Minimal Mode Exit

• 7 = Tuner Fatal Exit

• -1 = Error Exit, No Exit Message Provided

• -69 = Service Killed

Tuner troubleshooting For further information on this section see:

• BMC Knowledge base

• BMC Configuration Management Infrastructure Administrator's Guide

• BMC Configuration Management Reference Guide

Problem Description: Getting message “Channel requires capabilities, but is not signed/No Signature for channel error

Possible Causes:

• The end-client tuner does not trust the transmitter that the channel is downloaded from

• The downloaded channel is not signed by a client side certificate

Debugging Strategies:

• Add “marimba.security.trusted.transmitters= <netmask>,<ip_addr> or <DNS


hostname> to the tuner’s pref.txt (.marimba\<ws keyword>\prefs.txt) and restart tuner OR add the property through Tuner Administrator ( in this case you do not need to restart the tuner)

• Sign the channel with client side certificate if using Certificates

Problem Description: Tuner is in the unresponsive state

Possible Causes:

• Jre or Java.exe process utilizing 100% CPU

• Tuner went into “minimal” mode and did not come out of minimal mode

• Tuner Storage corruption

• Tuner.exe process is not running

• Machine not reachable

• Tuner got stuck in a deadlock

• RPC listener bound to a different port

• RPC port bound to a different interface


• Run netstat –a to verify if the tuner RPC port is listening

• Ping the machine to check connectivity

• Verify if the tuner.exe and java/jre.exe processes are running

• Check tuner history log for any errors/exceptions

• Get a threaddump from the tuner when its in the unresponsive state (Steps to get a Thread Dump ) and send it to customer support for review.

• If you are able to reproduce the problem consistently, start the tuner with this command: tuner.exe –java –DDEBUGFLAGS=TUNER=5

• Start the tuner with this command: tuner.exe –console –v or set marimba.launch.args=-console -v in the tuner’s prefs.txt .

• Set marimba.launch.logFile=yes and marimba.launch.logLevel=3 in the tuner’s prefs.txt file and restart the tuner. Send the “launch.log” file after the launching the Tuner.

• Check prefs.txt for “runtime.rpc.port=<port>”

• Check for multiple NIC cards and the following property in prefs.txt “runtime.rpc.ipaddr=<value>”

Problem Description: Tuner fails to upgrade

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Possible Causes: • Incorrect profile was set on the endpoint

• Infrastructure Service update failed


• Check the following property marimba.tuner.update.profile in either prefs.txt or properties.txt

• Example: marimba.tuner.update.profile=.profile_<ProfileName>

• Check Infrastructure Service logs during an update

• Infrastructure Service will fail to update if transmitter is not trusted on the endpoint

• Check for connectivity between endpoint and Transmitter Infrastructure Service upgraded but not started for upgrading Tuner kernel

Problem Description: Can not start the tuner Possible Causes:

• RPC port is in use by another Tuner process

• The graphics display of the current machine is set lower than 256 colors

• The JRE of the tuner is corrupted

• OS platform incompatibility issue

• Tuner storage is corrupted.

• Tuner unable to get a lock on the workspace


• Run netstat –a to verify that the RPC port is not being used by another process

• Start the tuner with this command: tuner.exe –console –v or set marimba.launch.args=-v in the tuner’s prefs.txt and verify any errors/exceptions by checking from the tuner console window or tuner history log.

• Start the tuner with this command: tuner.exe –java –DDEBUGFLAGS=TUNER=5

• Verify that the local machine display is greater than or equal to 256 colors

• Check NT event viewer log if the tuner is running as NT Service for any errors

• Verify that the user has a full permission (read/write/modify) to the tuner workspace directory

• As a test, swap the tuner’s JRE directory with the JRE directory from a working tuner and start the tuner.

• If you get a tuner storage corruption error, re-start the tuner with “–fsck” option.

• Check the tuner release note for any incompatibility issues with OS, Tuner version, etc.


• Check Tuner for ws.lock file that could have been created by a second Tuner.

Problem Description: Tuner exited unexpectedly Possible Causes:

• Tuner storage is corrupted

• Tuner or Channel OutOfMemory issue

• Another third party tool (i.e.Anti-Virus) or application conflicts with the tuner.


• Check the tuner history log and verify if there are any errors/exceptions.

• Check Event viewer logs if the tuner is running as a NT Service for any errors.

• Check other processes that are running that could cause the tuner to exit.

• Collect hs_errr_pid<number>.log file if it exist, the file is created in the Tuner install directory.

• Exempt the Tuner workspace from anti-virus scan utilities

• Start the tuner with “-fsck” to check for and fix corruption within the workspace (use “–repairWorkspace” for 6.0.3.0sp2 tuners and above).

• If issue is reproducible, set the following properties in prefs.txt marimba.launch.logLevel=3 marimba.launch.logFile=yes

Restart the tuner and collect the following logs when tuner quits again: lanch.log stdout.log

Problem Description: Do not see tuner icon in the system icon tray Possible Causes:

• Tuner taskbar icons are disabled

• Remote admining into the machine hosting the tuner using Windows Terminal Services


• Verify that "marimba.tuner.enabletaskbaricons" is set to true in the tuner’s prefs.txt and/or properties.txt from the tuner install directory to enable task bar icons.

• Use another remote admin utility such as Timbutu, etc.. to verify if you can see the icons.

Problem Description: UnknownHostException

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Possible Causes:

• Tuner is not able to resolve the Transmitter’s IP address.

• Java caching issue

• Network connection issue

• Recently changed the IP address of the machine that is hosting the Transmitter


• Ping the machine that is hosting the Transmitter by IP address and machine hostname

• Try the following IP address caching issue arguments:

• Set "marimba.tuner.iphost.expire" property to a value in minutes. or

• set the property marimba.launch.javaArgs=-Dsun.net.inetaddr.ttl=0 Problem Description: Infrastructure Service throws 600 error upon starting Possible Causes:

• Profile property “marimba.tuner.udpate.profile” is not set correctly


• Verify that the correct value is set for the marimba.tuner.update.profile. This value is case sensitive.

Example: marimba.tuner.update.profile=.profile_TunerTest Problem Description: Infrastructure Service updates but does not upgrade the Tuner kernel Possible Causes:

• Profile property “marimba.tuner.udpate.profile” is not set correctly

• Profile segment does not exist on the Transmitter where Infrastructure Service is subscribed from.

• Infrastructure Service start.schedule is set to Never. By default the start.schedule is “every 2 weeks on mon start at 4:00am.”


• Verify that the correct value is set for the marimba.tuner.update.profile. This value is case sensitive.

Example: marimba.tuner.update.profile=.profile_TunerTest • Verify using Transmitter Administrator that the profile property value on the end

point, matches the segment name on the Transmitter under the Infrastructure Service channel.


• Set the “start.schedule” , this can be set/modified using Subscription Policy Manager for the Infrastructure Service channel

Problem Description: Infrastructure Service restarting tuners repeatedly Possible Causes:

• The Infrastructure Service was deployed using Subscription service with state as “Install-Start”


• After the Tuner Kernel has been updated for the end points, set the state back to “Install” using Subscription Policy Manager. Infrastructure Service will then start based on its regular start.schedule.

Common Management Service: Problem Description: Not able to login to CMS Possible Causes:

• CMS channel not running

• LDAP information specified in the System Settings is not configured correctly or not configured

• User login: user is not part of the group specified for User Roles in CMS.

• User does not have enough Permissions to login to CMS


• Verify the CMS System Settings and User Roles

• Check Permissions (Note: Minimum required permissions are Read to be able to read the user/group information, Write to Subscriptions Container, Read to Collections Container.)

• Verify that the user is part of the group specified in the CMS User roles.

Channel Copier Problem Description: Channel Copy operation fails Possible Causes:

• Can not Connect to Transmitter

• Permissions set on Source/Destination Transmitter

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• Proxy settings are not set correctly on Tuner hosting Channel Copier

• Not enough Disk Space on destination machine


• Ping the machine hosting the Transmitter

• Verify using Transmitter Administrator for any Subscribe, Publish, or Replication Permissions. Also verify channel or directory permissions.

• Use local Brower to confirm that you can browse the Transmitter, if so then use the Proxy settings set for the browser for the Tuner also

• Verify that the source/destination machines have enough disk space

Problem Description: Channel Copy operation stalls Possible Causes:

• Transmitter timing requests

• Slow connection between machine hosting the Transmitter and machine hosting Channel Copier

• Large channel size

• Low memory on machine hosting Channel Copier


• Adjust the Transmitter Input Timeout Value, Using Transmitter Administrator

• Do a “tracert” from command prompt to time how long the request takes

• If a smaller size channel copy operation takes considerable less time, then issue could be due to channel size

• Verify the memory usage on the machine hosting Channel Copier and Transmitter

License Installer Problem Description Problem reading file error Possible Causes:

• Username or Password are not valid

• Can not make a connection to the BMC Configuration Management License Server

• Proxy preventing from authenticating the username and password


• Contact BMC Configuration Management Customer Support with the license username and password information


• Verify Proxy settings on the Tuner on which License Installer channel is running

Transmitter This section will focus on the Transmitter. The purpose of this section is to guide the user through the steps involved in general debugging of Transmitter issues.


• Tuner 7.0 and later

• Transmitter 7.0 and later


• Transmitter Verify 6.0.3.0sp2 or later

For a Transmitter related issue first start by checking the Transmitter’s Admin logs, located in the Transmitter’s workspace (txroot\data\logs\Admin_x.log). As mentioned in the Configuration Management Logs Basics, this log records all publishing operations to the Transmitter, all modifications to the Transmitter’s configuration by administrators, as well as changes made during the normal operation of the Transmitter as a repeater. The Transmitter’s Access logs may also be helpful. The Transmitter Access log indicates a record of all requests for HTML and XML listings, as well as all requests for channel subscription, distinguishing between Tuner clients and repeaters. This would be useful to determine the Transmitter Activity during or before the problem.

Transmitter Root Directory The information in this directory is valuable for debugging problems. If it is not possible to get the entire directory omitting the files and indexes directories will give you almost all the information you need.

• properties.txt – Contains the configuration of the transmitter

• wsDB – Contains the workspace hierarchy and properties of the transmitter

• data – Contains individual channel segment data directories

• logs – Contains admin, access, and plugin logs

• user.db – User database for active users of the transmitter

• map.txt – Mapping file between channel URLs and logs and data directories

• files – Storage manager for files stored on the transmitter

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• indexes – Storage manager for indexes stored on the transmitter

Note: the logs directory may not exist in the transmitter’s root directory since it can be manually moved to an alternate location. Check the property “logs.dir” in the “properties.txt” file to see where it is located.

Requests Overview Tuner issues all requests for channel updates according to a client-based schedule. There are four basic requests a client makes to the transmitter. They are: Update

The client issues an update request to subscribe to or update a channel. In ADP (Application Distribution Protocol), the client sends the transmitter a copy of its index for the channel, and the transmitter replies with a set of editing operations that the client applies to its copy of the index to update it to match the transmitter's index. An optimized version of the update request doesn't send the index to the transmitter, which may be quite large, but just the top-level identifier for the index. If the transmitter has an index in its cache by that identifier, then that saves the client from having to send the possibly large index.

The editing operations that may be performed on an index are:

• create file

• update file

• create directory

• delete file

The client applies each of the commands to its copy of the index, resulting in a new index that looks like the current version of the index on the transmitter. The client also sends along back channel and profile information in the request.

GETFILES The client issues a get files request after an update request. The result of the update request is that the client knows what files it needs to update the channel. The client requests all the files that it currently doesn't have in its cache. Once the files are downloaded, a channel is complete.

UNSUBSCRIBE The client issues an unsubscribe request when the user unsubscribes from a channel. This is an opportunity for the transmitter to update the count of active subscribers for the channel. This request also contains the last of the logging data that may have accumulated.

REDIRECT The client issues a redirect request when it has exhausted its redirection list for a particular channel. This happens either when the redirection list expires or when a client


tries to connect to a repeater for a channel and fails to connect to the repeater.

Following is an example of log entry in the Transmitter Access log:

172.23.227.157 - f9bbuebbin28/mrengana [22/Dec/2005:19:17:07 -0800] "SUBSCRIBE /Testchannel/MyPackage HTTP/1.0" 200 155163 452 1 170 800 "tuner/6.0.3 (Windows 2000 x86 5.1)" v13 "Windows,x86/any"

The access log entry has the following elements and meaning:

172.23.227.157 = Client IP address = always dash f9bbuebbin28/mrengana = tunerid/user (the user is known if the channel is authenticated or if the Transmitter is an identity Transmitter) [22/Dec/2005:19:17:07 -0800] = [date:time] "SUBSCRIBE = Method, example: SUBSCRIBE, UNSUBSCRIBE, UPDATE, GETFILES, REDIRECT /Testchannel/MyPackage = channel URL HTTP/1.0 = protocol version, constant 200 = HTTP reply code 155163 = bytes out 452 = bytes in 1 = total files transferred 170 = milliseconds 800 = Tuner's ADP status code "tuner/6.0.3 " = user agent v13 = ADP protocol version "Windows,x86/any " = segment

Diagnosing Transmitter Problems There are several “first things to know” when diagnosing transmitters and/or replication systems.

What version is the Transmitter/Tuner?

• What platform is it running on?

• Is this a stand-alone transmitter, a master transmitter, a repeater, or a mirror?

• Are there plugins involved? Who wrote the plugins?

• Are there transmitter extensions involved? Who wrote the extensions?

• Are the authentication settings correct?

• If a repeater or mirror, which transmitter is its master?

• Is the transmitter running in SSL mode or non-SSL?

So from here on out we are dealing with debugging a component within a larger system.

Stand-Alone (Master) Transmitter Is this a publishing or Channel Copy problem?

• Have you checked the RPC port?

• Use “netstat –a” to determine if RPC is still listening.

• Is mirroring turned on?

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• Check the publishing permissions.

Is this a subscribing problem?

• Check the main listening port. Is it what you thought it was?

• Check the subscribing permissions.

• Use “netstat –a” to determine if RPC is still listening.

Can’t channel copy from the Transmitter?

• Check replication permissions.

Is the Transmitter responding very slowly?

• Check concurrency.

• Check rate limiting.

• Check java heap size

• Check the disk cache size.

• Check the index cache size.

Are connections being dropped?

• Check the timeout settings.

• Increase the httpTimeout on the endpoint side using property marimba.tuner.network.httpTimeout ( e.g. marimba.tuner.network.httpTimeout=300)

Is the Transmitter in a hang state or not responding?

• Check for “Out of memory” errors in Transmitter Admin logs. If present, tweak the Java heap size settings and the number of concurrent thread settings.

• Get a thread dump. (Use kill –3 on Unix or the diagnose.bat file).

• Look at what threads are running and what they are doing?

• Are either of the storage managers (files or indexes) corrupt?

• Use “-fsck” to verify the tuner workspace.

• Use TxVerify with the –quickmode –delete options to detect and correct corruption on the Transmitter store/storage.

Is the replication access control set correctly?

• Is this a Mirroring System?

• Check the Master Transmitter Access logs to see if the mirrors are making connections.

Is this a Repeater System?

• Check the Master Transmitter Access logs to see if the repeaters are making


connections.

• Is “Redirect Clients to Repeaters” set via Transmitter Administrator?

• Is the proper repeater policy selected?

• Is there a custom repeater policy installed (e.g. SBRP)? Is it functioning?

• Is the “Master handles request if there are no suitable repeaters” checkbox set

• properly via Transmitter Administrator?

Transmitter XML commands: Below is a list of the XML commands:

Example:

http://<txhostname>:5282/?repinfo

• “repinfo” –SBRP information

• "info" - RPC information

• "seginfo" - segment information

• "listing" - HTML listing at a path

• "xml" -XML listing

• “status”- Transmitter status

Transmitter troubleshooting For further information on this section see:




Problem Description: Transmitter in an unresponsive state Possible Causes:

• Transmitter is not accepting connections

• Tuner hosting the Transmitter is hung

• Transmitter’s workspace is corrupted

• Transmitter is over loaded

• The network that the Transmitter is hosted on is down

• Plug-in (e.g.Subscription, Inventory, etc..) causing the server to be over loaded.

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• Check the Transmitter Admin/Access logs for any exception/error messages.

• Run “netstat –a” to check the number of open connections are listening and the RPC ports.(Default 5282 for listening and 7717 for RPC)

• Take a thread dump by running diagnose.bat, available in the tuner’s install directory on the Tuner hosting the transmitter and send the output to Customer support.

• Ping the Transmitter machine to confirm that there is network activity

• Verify the Tuner.exe and the Java.exe are not utilizing 100% CPU .

Problem Description: Transmitter does not start Possible Causes:

• Do not have correct licenses.

• Transmitter workspace is corrupted

• Incorrect JAVA version for the Tuner hosting the Transmitter

• Insufficient disk space


• Look into the tuner history logs and Transmitter Admin logs for any errors.

• Verify the disk space where the Transmitter Root directory exists

• Check the release notes to make sure that you have the correct JRE version (Should be at least JRE 1.4.2_13 for Transmitter 7.x.on Windows)

• Make sure the correct and current licenses are installed on the Transmitter.

Problem Description: Can not subscribe from the Transmitter Possible Causes:

• Transmitter license user limit exceeded

• Subscribing is disabled or Permissions are set for the Transmitter

• Transmitter to set to accept local connections only

• Transmitter is configured to redirect clients to active repeaters


• Transmitter is not trusted

• Transmitter is out of memory and cannot handle additional connections.


• Use Transmitter Administrator to verify the license count and that the user limit has


not been exceeded

• Using Transmitter Administrator, check Transmitter permissions for any subscribing permissions that may be set.

• Confirm that there is no firewall between the end point and the Transmitter which is blocking port 80.

• Confirm that the end point can connect to the TX to verify that there are no network or DNS issues between the Transmitter and the end point

• Allocate more memory to the JVM by increasing the java heap values and if required increase the number of concurrent connections using Transmitter Administrator.

Problem Description: Can not publish to Transmitter Possible Causes:

• The transmitter is set up as a “Mirror” Transmitter. One cannot publish to a Mirror.

• Publishing is disabled for the Transmitter

• Publish permissions set to “no one” or certain user/group

• Trusted hosts is set to allow only certain internet names or addresses to publish

• Firewall or proxy between the publisher and the Transmitter.

Debugging Strategies: • From Transmitter Administrator:

a) Verify that Mirroring is not enabled

b) Verify that Publishing is turned on

c) Check to see if there are any Publishing Permissions set on the individual channels from the Channels button/Menu/Transmitter Permissions

d) Confirm that the Trusted hosts option is not set under Publish button/Publish tab or that you are publishing from the host specified .

e) Confirm that all the values in the Trusted hosts are set correct without any syntax errors.

f) Make sure that the admin/access ports are enabled on the proxy/firewall if required. Check the BMC Configuration Management System Requirements guide for information on the ports that need to be opened.

Problem Description: Mirrors not mirroring data from Master Possible Causes:

• Incorrect password set in the mirror.

• Mirror not able to connect to the Master because of network or DNS issue(s).

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• Insufficient disk space on the Mirror.

• Name or URL of the master not specified correctly.

• Mirroring is not enabled

• Master's replication permission are set to “no one.”

• Master Transmitter is in a unresponsive state.

• If permissions are set to an LDAP group, verify that the Master Transmitter is able to connect to LDAP


• Check the Tuner history logs and Transmitter Admin logs for any errors/exceptions

• Confirm that the Mirror has been set-up correctly to Mirror from the Master Transmitter.

• Confirm the password, if set, has been set correctly

• Check for sufficient disk space on the machine hosting the mirror.

• Verify that you can ping the LDAP server from the Master Transmitter machine, if the replication permission is set to a LDAP group.

• Check network connectivity between the Mirror Transmitter and Master Transmitter (verify that a ping/nslookup works successfully )

Problem Description: Repeaters not replicating data from Master/Mirror(s) Possible Causes:

• Incorrect password set on the repeater.

• Repeater not able to connect to the Master because of network or DNS related issues.

• Insufficient disk space on the Repeater.

• DNS name set incorrectly for the master

• Replication disabled on the Repeater

• If permissions are set to an LDAP user/group, confirm that the Master Transmitter can connect to LDAP server


• Check the Tuner history and Transmitter admin logs for any exceptions/errors

• Confirm that the Repeater has been configured correctly from Transmitter Administrator .

• Confirm the password , if set, is set correctly

• Check for sufficient disk space on the machine hosting the Repeater.

• Verify if you are able to ping LDAP server from the master if the Replication permission is set to a LDAP user/group.


• Make sure that the Repeater is able to connect to the Master. (ping/nslookup works )

Problem Description: Clients not being redirected by Master/Mirror with Subnet Based Repeater Policy (SBRP) Possible Causes:

• The Master Transmitter not enabled to redirect to active Repeaters.

• The SBRP has not been published correctly or is corrupted.

• Subnet is not properly mapped

• Repeaters have not replicated the channel

• The Master/Mirrors have marked the repeaters down and hence are not redirecting clients to the repeaters

• Repeaters are replicating the Master via its IP address whereas the clients access the channels via the Transmitter’s DNS. Thus, the Repeater(s) is unable to resolve the masters Transmitter’s DNS name.

• Transmitter Workspace is corrupted


• Verify that the repeater(s) has replicated the channel

• Confirm by the config.xml file of SBRP that the subnets are properly mapped.

• Check the repeaters access logs to confirm if the client has access the repeater and if it was able to find the channel in its workspace .

• Make sure that the client is able to connect to the repeater.

• Confirm using the Transmitter Administrator that the date and time reflects the last time that the SBRP was published to the Master Transmitter

• Check the Master Transmitter Admin /history logs for any exceptions/errors

• Confirm using Transmitter Administrator that the Master is enabled to repeaters to active clients.

• If the Master Transmitter/Mirror(s) are behind a load balance make sure that the property “allow.arbitrary=true” is set to true in the parameters.txt of the TX.

• Confirm that the repeater is able to resolve the DNS name of the Master/Mirror if the end clients are accessing the channels via the DNS name.

Problem Description: Cannot view/browse channels on the Transmitter

Possible Causes:

• Transmitter Workspace is corrupted

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• The channels are hidden.

• Transmitter is SSL enabled, and the user is connecting via “https” instead of “http”

• There is a proxy/firewall between the end point and the TX.


• Confirm that the channels are not hidden using Transmitter Administrator

• Check the Transmitter Admin logs to see if there are any errors/exceptions

• Confirm that you can browse using an browser (Internet Explorer, Netscape, etc..)

• Verify that the Transmitter listening port is enabled.

• Make sure that the Proxy is online

Problem Description: Cannot subscribe a channel from the Mirror Possible Causes:

• Mirror has not finished mirroring of all the channels from the Master Transmitter

• End points can not connect to the Mirror due to network/DNS issues

• There is proxy or firewall between the end point and the Mirror.

• Mirrors workspace is corrupted.

• Subscribing password is set on the Mirror.

• If the Transmitter SSL enabled make sure that you connect via “https”


• Look into the tuner history logs and TX admin logs for any errors/exceptions

• Verify any Network/DNS issues between the end point and the Mirror

• Make sure that the proxy is up and running.

• Use a Internet Browser to get the XML listing http://hostname:5282/?xml

Problem Description: Cannot make a RPC connection to the transmitter Possible Causes:

• Fire-wall/proxy between the Transmitter and the end client

• Transmitter is in the unresponsive state

• RPC port on the Transmitter is not listening or being used by another process

• Connecting to the Transmitter using an incorrect RPC



• Check the Master Transmitter’s tuner history logs and Transmitter Administrator logs for any errors/exceptions

• Verify the RPC port number using to connect to the Transmitter

• Confirm that the Transmitter is online

• Run “netstat –a” to confirm that the RPC port is in the listening state

Problem Description: Slow response time from Transmitter Possible Causes:

• Transmitter is overloaded

• Transmitter is not able to connect to the Database/LDAP

• Plug-in causing the Transmitter to be overloaded with requests

• The heap size for the JVM is set too low

• The number of requests to the Transmitter is high number in a short period of time.

• Compression settings for the Transmitter are set too high.


• Look into the tuner history logs and Transmitter Admin logs if there are any errors/messages

• Confirm that the plug-in (e.g. Subscription, Inventory, etc..) is not generating any errors.

• Increase the number of simultaneous connections.

• Use an Internet Browser to get the XML listing http://hostname:5282/?xml to check if the Transmitter is able to provide the XML listing.

Problem Description: Transmitter is throwing “ java.io.FileNotFoundExceptions” Possible Causes:

• The Transmitter’s workspace is corrupted

• Transmitter could not open file handles


• Run the Tx Verify channel on the Transmitter Tuner to verify Transmitter corruption

• Enable the In-Memory cache by adding the property: main.storage.cache.enabled=true in the Transmitter’s properties.txt file (Txroot). Transmitter must be stopped before and after adding the property.

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Information to send to Customer Support Check for any errors/exceptions in the Transmitter Access and Admin logs which may indicate the cause of the problem. Search the BMC Knowledge base for further information, if no information is found on the error/exception, contact BMC Configuration Management Customer Support with the following information:

• Transmitter Admin logs

• Transmitter Access logs

• Transmitter Properities.txt

• Tuner history logs of Tuner hosting the Transmitter

• Tuner properties.txt (\Castanet Tuner\lib\tuner\properties.txt)


In case of Transmitter Corruption run the Transmitter Verify Channel: Note: First contact customer support before running the Transmitter Verify Channel.

Proxy The purpose of this section is to troubleshoot general issues with the Configuration Management Proxy Server. For details about feature and configuring the Proxy Server in your environment, see the BMC Configuration Management Infrastructure Administrator’s Guide.

Proxy


• BMC Configuration Management Transmitter and Proxy Administrator’s Guide

• Username and password to access BMC Configuration Management Documentation

Configuring Proxy using a Proxy Administrator: 1. From Infrastructure Administration -Tuner Administrator, connect to the Tuner on

which you want to configure the Proxy.

2. Click the Edit Settings command button.

3. Navigate to Advanced->Proxy Tab.

4. Select the Checkbox with the label as Use a Proxy.


5. Specify the required parameters.

General Debugging: For a Proxy related issue:

1. First check the Proxy’s Admin logs, located in the Proxy’s workspace (Proxy workspace\data\logs\Admin_x.log ). The admin log records all modifications to the proxy’s configuration made by administrators, as well as changes made during the normal operation of the proxy. The Proxy’s Access logs may also be helpful. The Proxy Access log indicates a record all client requests. This is useful to determine the Proxy activity during or before the problem. Check for any errors/exceptions in these logs, which may point to the cause of the problem.

2. For any Proxy Server related problem, try to connect to the Proxy Server using a Proxy Admin command line and check the “status” of the Proxy make sure the Proxy Server is “Running”

Check the status of the Proxy using a Proxy Admin command line as below: >runchannel <URL of Proxy Admin> <host:port> -status

3. For checking the cache size of a particular channel use the –check <ChannelURL> option with the Proxy Admin command line.

4. Check for the connectivity/ host name resolution between Proxy Server and the endpoint, then between Proxy server and Transmitter.

5. Check if the Proxy Host /port is valid

6. Browse via web browser or Channel Manager browser to the Proxy server URL (e.g. http://<ProxyHostName>Or<IP>:8080)

Modifying end point Tuners to use a new proxy hostname/port:

Set the below proxy properties using Subscription Policy Manager:

marimba.proxy.enable=true marimba.proxy.http.host=ProxyHost:8080 marimba.proxy.bypass=false marimba.proxy.http.password=

Disabling the Proxy settings on multiple end clients Set the below proxy properties using Subscription Policy Manager:

marimba.proxy.enable=false marimba.proxy.bypass=true

Proxy troubleshooting For further information on this section see:

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• BMC Knowledgebase


• BMC Configuration Management Transmitter and Proxy Administrator’s Guide

Problem Description: Cannot preload the Proxy cache Possible Causes:

• Proxy machine is low on disk space

• Proxy is in the unresponsive state or offline

• Listening and admin ports are not in the listening state

• Proxy max cache setting reached


• Verify that the Proxy machine has sufficient disk space

• Increase the max cache size setting for the Proxy

• Verify that the listening and admin ports are not in use by another

• application

• Verify whether the proxy is online

• Check the Access and Admin logs of the proxy for any errors/exceptions

Problem Description: Request to the Transmitter is not getting redirected through the proxy Possible Causes:

• Proxy hostname and Port are specified incorrectly in the Tuner Properties

• Proxy is offline

• Transmitter's name is specified as one of the Proxy exceptions

• Proxy is unable to resolve the Transmitter's host name


• Check the tuner's configuration to verify that the Proxy's hostname and port are specified correctly

• Verify that the Proxy is online

• Check the status of the Proxy using Proxy Administrator

• Confirm whether the Proxy bypass property is set and remove it if you do not want the end client request(s) to bypass the Proxy

• Remove the Transmitter's hostname from the Proxy exceptions


• Check the Proxy Access and Admin logs for any exceptions/errors

• Enable the Proxy to perform DNS lookups if the firewall does not allow DNS lookups

Problem Description: Cannot admin the Proxy Possible Causes:


• Proxy is in an unresponsive state

• Tuner's RPC port is not in listening status

• No network connection between the Proxy admin and the Proxy

• Username and Password to administrate the Proxy are incorrect


• Run “netstat –a” to verify that the RPC port is not in use by another application

• Connect Remotely (PCAnywhere, Timbuktu, etc..) to confirm that the Proxy is running

• Check the Proxy Access and Admin logs for any errors/exceptions

Problem Description: Proxy does not start Possible Causes:

• Incorrect or no Proxy license

• Proxy workspace is corrupted

• Insufficient disk space on the Proxy machine

• Port 8080 in use by another process


• Confirm that the correct Proxy license is installed

• Check the disk space on the Proxy machine

• Verify that Proxy port (default 8080) is not in use by another application

• Check the Proxy Access and Admin logs for any exceptions/errors

Problem Description: Proxy dropping requests/slow response time Possible Causes:

• Too many endpoint requests during a short period of time

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• Proxy Concurrency value is set to low

• Java Heap -Xms and -Xmx values are set to low

• Cache size is set to a low value


• Adjust the Java heap values to allocate memory to the Proxy machine

• Adjust the number of concurrent connections

• Increase the cache size

• Check the Access and Admin logs for any errors/exceptions

Problem Description: Proxy admin log reports the error: 4154 IO Exception while processing request Possible Causes:

• No connectivity between the Transmitter and the Proxy.

• Proxy is busy processing requests


• Check for any incorrect configuration of the Proxy's NIC Card and that it works with the switch it is connected to.

• Set the following property in the Proxy’s Tuner prefs.txt and restart the proxy tuner. marimba.tuner.network.httpTimeout=300

Problem Description: Socket Exception in Proxy Admin log: [18/May/2005:12:49:34 +0200] - minor castadmin 4154 IOException while processing request\ java.net.SocketException: Connection reset by peer: JVM_recv in socket input stream read\

Possible Causes:

• Network too slow, connection timed out.


• Ping the Proxy machine from the machine hosting the Transmitter and end client tuners to verify network connectivity. Set the following tuner property on the end client and Transmitter Tuners.

• Set the marimba.tuner.network.httpTimeout=700

Problem Description: Null Pointer Exception in the Proxy Tuner logs java.lang.NullPointerException # at com.marimba.castanet.storage.StorageManager$WeakList.remove(StorageManager.java:373)


# at com.marimba.castanet.storage.StorageManager.removeRaf(StorageManager.java:401)

Possible Causes:

• Proxy Corruption


• Run the Proxy Verifier channel with –delete option.

Problem Description: Endpoints not receiving channels via Proxy Possible Causes:


• Proxy IP Address is incorrect or can not be resolved by client machine

• Firewall constraints

• Connection is timing out between proxy and client.


• Check if the Proxy is running

• Check whether the Proxy IP Address is correct and you can ping the Proxy machine from the endpoint

• Check if any firewall has been set

• Verify that you can browse the proxy url: http://ProxyServer:8080

• Check the end point tuner history log to verify if client is connecting to proxy or directly to Master Transmitter.

• Increase the Input, Output and Processing timeout on the Master Transmitter via Transmitter Administrator.

• Set “marimba.tuner.network.httpTimeout=700” in the end point Tuner properties.

Problem Description: The Proxy is not holding the Channels in the Cache Possible Causes:

• There might be corruption in the Proxy workspace


• Check whether there any corruption entries in the logs

• Try to replace the workspace with any back up and try to preload the cache and see if that retains the Channels.

• Try to run the Proxy Verifier tool to fix any corruption issues.

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Problem Description: Timeout errors in the Endpoint Tuner history log file Debugging Strategies:

• Check whether there are any network issue in between the Proxy machine and the endpoint machine.

• Check the entry in the Tuner history log file

• Normally you would see the below exceptions in the log file: [10/Apr/2003:14:47:15 -0400] - major bensr 1103 http://corhoudis02a:80/CoreApps/CA/Etrust: A network error occurred: connection was timed out.\ com.marimba.castanet.util.DetailedException[608/818: null]\ at com.marimba.castanet.tuner.Request.requestError(Request.java:403)\ at com.marimba.castanet.tuner.Request.networkError(Request.java:367)\

In order to rectify this, you need to increase the endpoint Tuner timeout property. The actual property which has to be changed is marimba.tuner.network.httpTimeout

• Also try to increase the Proxy timeout too.

• You could use the below command to increase the Proxy timeout: runchannel <proxyadmin url> -setproperty server.timeout.processing 600000

Problem Description: Endpoints are not updating the Channels via Proxy Possible Causes:

• Endpoint might not be able to reach the Proxy

• Port 8080 may not accessible

• DNS issues


• Check whether the endpoint machine is able to ping the Proxy Server.

• Browse the Proxy Server using the URL as http://ProxyServer:8080

• See whether there is any DNS issue where endpoints are not able to resolve the Proxy Server name intermittently.

• Try to change the hostname to IP Address and see if that resolves the issue.

Problem Description: Endpoints not able to connect to Proxy to get Channels from the Master Transmitter Possible Causes:

• Endpoint is not able to ping the Proxy

• 8080 port is not accessible.


• Input, Output and Processing timeout is not suitable


• Try to ping the Proxy Machine from the End point

• Try to browse the Proxy using the URL as http://ProxyServer:8080

• Check the end-client tuner history log that is not connecting to the proxy and verify you can connect to the Transmitter directly

• Try to increase the Input, Output and Processing timeout of the Transmitter.

• Try to increase the value for marimba.tuner.network.httpTimeout on the end point Tuner.

• Check whether there are any errors or exceptions in the log files found under the Proxy Root directory in the workspace.

• All of the below errors are network issues related to the client not able to connect either due to connection lost or connection timeout [05/Mar/2003:07:08:45 -0400] - major mal6655 1103 http://10.10.27.17:80/Marimba/: Error #600 occurred.\ com.marimba.castanet.util.DetailedException[608/818: null]\ [05/Mar/2003:10:43:38 -0400] - major mal6655 1103 http://10.10.27.17:80/InternetExplorer/IE: A network error occurred: the connection was lost.\ In the below error, the client was able to go through the proxy but when the proxy tried to connect to the Transmitter, it failed and got a timeout. #HTTP_SERVICE_UNAVAILABLE [05/Mar/2003:14:25:38 -0400] - major mal6655 1103 http://10.10.27.17:80/SubscriptionService: Error #600 occurred.\ com.marimba.castanet.util.DetailedException[608/806: 504 Proxy could not connect to: http://156.15.89.100:80/Marimba/SubscriptionService]\

Problem Description: Proxy admin log reports the error: 4154 IO Exception while processing request Possible Causes:

• Proxy is not able to communicate with the Transmitter.

• Proxy might be very busy


• This error might indicate a network connectivity issue.

• Connectivity between the Transmitter and the Proxy. Check for any mis-configuration of the Proxy's NIC Card to work with the switch it is connected to.

• Proxy being busy or if it is heavily loaded. - check the following property in the Proxy’s Tuner marimba.tuner.network.httpTimeout

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Problem Description: Network and Timeout errors in the Endpoint Tuner history log file. Below are some common exceptions indicating network error: Client was not able to connect either due to connection lost or connection timeout. [10/Apr/2003:14:47:15 -0400] - major testadmin 1103 http://testtx:80/TestApp/Test: A network error occurred: connection was timed out.\ com.marimba.castanet.util.DetailedException[608/818: null]\ at com.marimba.castanet.tuner.Request.requestError(Request.java:403)\ at com.marimba.castanet.tuner.Request.networkError(Request.java:367)\

Client was able to go through the proxy but when the proxy tried to connect to the Transmitter, it failed and got timeout. #HTTP_SERVICE_UNAVAILABLE [05/Mar/2003:14:25:38 -0400] - major testadmin 1103 http://10.10.27.17:80/SubscriptionService: Error #600 occurred.\ com.marimba.castanet.util.DetailedException[608/806: 504 Proxy could not connect to: http://172.23.234.100:80/Marimba/SubscriptionService]\

Possible Causes:

• Network issues between the Proxy machine and end client machine


• Check the end client tuner history logs to verify if there are any network errors in the logs

• Set the “marimba.tuner.network.httpTimeout=300” in the end client Tuner properties.

• Increase Proxy timeout settings by using following command: runchannel <proxyadmin url> -setproperty server.timeout.processing 600000

Search the BMC Knowledgebase for further information, if no information is found on the error/exception, contact Marimba Product Line Customer Support with the following information:

• Proxy Admin logs

• Proxy Access logs

• Proxy Properities.txt

• Tuner history logs of Tuner hosting the Proxy




Infrastructure administration The following sections briefly discusses profiles and administration tools (Tuner Administrator, Transmitter Administrator, and Proxy Administrator) and explains when you should use each of these to configure infrastructure components, including managed nodes (endpoint tuners), master transmitter, mirrors, and repeaters. This section will also discuss some common issues reported for profiles and administration tools and guides the user through the steps involved in debugging these issues.

Requirements • Infrastructure Administration 7.0 or later


When to use Profiles versus administration tools to configure Infrastructure components

Profiles: If you want to configure the settings of multiple components simultaneously, you need to use profiles. This includes configuring security, performance, log settings, and so on. Using administration tools, you can update the configuration settings one component at a time.

Administration Tools: Use the administration tools to make changes to infrastructure components in the following cases:

• Making minor changes to a particular machine because of idiosyncrasies of that machine or its environment.

• Configuring features that you cannot configure using profiles.

Tuner. Using Tuner Administrator, you can configure the following features for a tuner that you cannot configure using profiles: configuring the administration port to run in SSL mode, displaying the tuner properties currently set for the tuner, displaying how long the tuner has been running, and so on. Using administration tools, you can also perform actions on the tuner such as managing the channels on the tuner, restarting the tuner, scanning the machine, updating the policy, and so on.

Transmitter. Using Transmitter Administrator, you can configure the following features for a transmitter that you cannot configure using profiles: choosing a custom redirection strategy (such as the subnet repeater policy), changing the transmitter’s root or logs directory, configuring the listener port to run in SSL mode, setting an emergency administration password, specifying a custom home page for the transmitter, and so on. Using administration tools, you can also perform actions on the transmitter such as managing the channels on the transmitter, starting and stopping the transmitter’s services, clearing the index and file caches, starting the replication process on mirrors and repeaters, and so on.

Proxy. Using Proxy Administrator, you can configure the following features for a proxy

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that you cannot configure using profiles: changing the proxy’s root or logs directory, configuring a secure (SSL-enabled) reverse proxy, and so on. Using administration tools, you can also perform actions on the proxy such as starting and stopping the proxy’s listener, clearing the proxy’s cache, repairing the proxy’s cache, and so on.

Note: Administration tool settings always override profile settings. Thus, if you set properties A and B using profiles, and you then change the values for these two properties using the administration tools, the latter values always take effect. Even if you update the profile or apply a new profile to the machine after you made the changes using administration tools, the values set by the administration tools always take precedence over the values specified in a profile.

For profile and administration tool issues search the BMC Knowledgebase, if no information is found in the Knowledge Base, then report the problem to BMC Configuration Management Customer Support with the following information:

From the Tuner hosting the Infrastructure Administration channel:

• Tuner, Infrastructure Administration and JRE versions

• Tuner history logs



• Infrastructure Administration channel history logs (marimba\<WsKeyword>\ch.x)

• CMS channel history logs located in the logs directory (CMS channel history logs (marimba\<WsKeyword>\ch.x\data\logs)

Command to extract the .msi Tuner installer from the .exe To extract the .msi and files use the following command:

example:

>TestEndNode.exe -e C:\TestEndNode

Third- Party Issue To verify that when installing the

>psexec \\computer [-u username [-p password]] [-s] [-c [-f]] [-d] program

Example:

psexec \\supporttestmachine -u administrator -p test -c "c:\TestTunerInstaller.exe"

• -u Specifies optional user name for login to remote computer.

• -p Specifies optional password for user name. If you omit this it prompts for the hidden password.

• -s Run remote process in the System account .

• -c Copy the specified program to the remote system for execution. If you omit this


option then the application must be in the system's path on the remote system.

• -f Copy the specified program to the remote system even if the file already exists on the remote system.

• -d Don't wait for application to terminate. Only use this option for non-interactive applications.

• program Name of the program to execute

Infrastructure administration troubleshooting For further information on this section see:



Tuner Administrator Problem Description: Can not Admin the Tuner Possible Causes:

• Tuner not running

• Tuner is in the unresponsive state

• RPC port is not in the listening state

• Username and/or password to connect to Transmitter Administrator is incorrect

• Network issues

• Tuner is in minimal mode

• Proxy is enabled and or the settings are incorrect


• Remote Admin (PCAnywhere, Timbuktu, Terminal Services, etc..) and verify that the tuner.exe and java.exe processes are running on remote machine

• Get a thread dump from the machine

• (Refer to Steps to get a Thread Dump )

• Do a netstat –a to verify that RPC port (default 7717) is in listening state

• The username and password can be changed for the tuner by modifying the

• following property and then restarting the tuner marimba.tuner.admin=<admin username>,plain:<password>”

• Check the Tuner history logs for any errors - Verify that Tuner is not in minimal mode (The tuner.exe is running, but the java.exe is NOT. In the tuner history logs the entry “Kernel exited: 4” means the Tuner went into minimal mode)

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• Verify that the Proxy settings are correct or that a proxy exception is specified.

Problem Description: Unable to administer Tuner authenticating via LDAP Possible Causes:

• Tuner not running

• Tuner is in the unresponsive state

• RPC port not listening

• Network issues

• LDAP/Directory Service are not on-line

• Settings to configure the LDAP/Directory Service with Tuner Administrator are not correct

• Verify that CMS is set for non- Auto-discovery when configuring the Tuner Administrator to connect via LDAP.


• Remote Admin (PCAnywhere, Timbuktu, Terminal Services, etc..) and verify that the tuner.exe and java.exe processes are running

• Get a thread dump from the machine (Refer to Steps to get a Thread Dump )

• Do a netstat –a to verify that RPC port (default 7717) is listening

• Check the Tuner history logs for any errors

• Ping the LDAP/Directory Service

• Verify the settings to make sure you can connect to the LDAP/Directory Service. (Note: This can be done by using a third party LDAP tool, such as LdapBrowser)

• Verify from CMS System Settings LDAP that the when configuring the Directory Service settings that it is set for non-Auto Discovery.

Transmitter Administrator Problem Description: Unable to Administer the Transmitter Possible Causes:

• Transmitter is not on-line

• Transmitter RPC port or Host name/Ip address specified are incorrect

• Transmitter is corrupted

• Network issues

• Proxy/Firewall settings are not configured correctly



• Run “netstat-a” and verify that the Transmitter http port (by default 5282) is listening

• Verify hostname and password

• Ping the Transmitter from the machine hosting Transmitter Administrator

• Verify that access for the CMS machine is allowed through the firewall

Problem Description: Can not browse User/Groups in Transmitter Administrator Possible Causes:

• Base Dn specified under the Transmitter Admin/Security/User/Group tab is not pointing to the root of the domain

• Bind Dn (Directory Manager) does not have enough privileges to query user/groups from the Directory Server

• The number of entries returned by the queries does not capture all the users and groups


• Verify the Base Dn and Directory Manager and password under the Transmitter Administrator Security section

• Verify that the Group and User attributes correspond to LDAP server

• Increase the “Maximum number of entries that will be returned by queries” (Note: Changing this setting may result in the Transmitter taking a longer time to load the user/groups in Transmitter Administrator.)

Proxy Administrator Problem Description: Unable to Administer the Proxy Possible Causes:

• Proxy is not on-line

• Proxy port or Host name/Ip address specified are incorrect

• Proxy is corrupted

• Network issues


• Run “netstat-a” and verify that the Proxy port (by default 8080) is listening

• Verify hostname and password

• Ping the Proxy from the machine hosting Infrastructure Administration channel.

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Setup and Deployment Profiles Problem Description: Getting error “No protocol: /?xml” Possible Causes:

• Url of InfrastructureService channel for "Show profiles from" field in "Create Profile" page is not specified.


• Go to APPLICATIONS > INFRASTRUCTURE > SETUP&DEPLOYMENT > PROFILES

• Enter the correct InfrastructureService Channel URL in the Show profiles

• Field and then click the load button.

Problem Description: Not able to load, edit or save profiles Possible Causes:

• Transmitter is down

• CMS logged in user does not have permissions

• Transmitter has publish permissions set

• Transmitter is SSL enabled

• Loading profiles from a Mirror Url

• Proxy configuration is incorrect

• Replication permissions are set to no one on the Transmitter


• Verify that the Master Transmitter or Transmitter where you are loading the profiles from is up and running, by pinging machine and browsing to transmitter via port 5282

• Verify that the user logging into CMS has enough permissions in the Directory Service and also the CMS user roles to create or modify profiles

• If there are publish permissions be sure to specify the correct username or password or disable the permissions. Then edit and save the profile(s) and re-enable the permissions

• If Transmitter is SSL enabled make sure to specify the url as https for loading the profiles.

• If there is a proxy involved verify that the proxy host name, port, username and password are correct, or that a proxy exception is set.

• Verify that Replication permissions are set to a particular user/group or anyone.


Problem Description: Getting error "ADP Plugin Invoker" minor - - \java.lang.RuntimeException\ at com.marimba.apps.tunerconfig.Plugin.notify(Plugin.java:108)” Possible Causes:

• End point tuner requests a profile segment which is not available on the Transmitter


• Verify by connecting to the Master Transmitter using Transmitter Administrator that the profile name is present as a segment under the Infrastructure Service channel. If not then from Profiles tab (INFRASTRUCTURE > SETUP&DEPLOYMENT > PROFILES) create a profile with the name and save.

• Verify that the profile name is spelled correctly on the end point for the following property:

Example: marimba.tuner.update.profile=.profile_TestProfileName

Setup and Deployment Installer Problem Description: Receiving error "Creation of the new installer failed. Please see the log for details." Possible Causes:

• If there are .car files added with the installer they may be corrupt

• If there are .car files added, the .car files may have permissions set on the Transmitter (subscribe, replication, etc..)

• The profile segment does not exist on the Transmitter


• Recopy the .car files from the Transmitter

• Verify there are no permissions set on the archived channel, or be sure to include the correct credentials when adding the .car files.

• Verify using Transmitter Administrator that the profile segment from which the installer is based, is present under the Infrastructure Service channel.

Setup and Deployment Deployments (Remote Deployer) Remote Deployer Issues Some caveats that can prevent Remote Deployer from working as intended, due to restrictions in the Windows networking. Here are some of the limitations and the possible workarounds.

• Target Machine in a Workgroup with Simple Filesharing

By default, machines in a workgroup have an option called 'simple file sharing' enabled. Machines that have it enabled will only accept connections on the guest

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account, and they can not be targeted by Remote Deployer. • Target Machine in a Workgroup without Simple Filesharing

Workgroup machines that have simple filesharing disabled can receive Tuners with remote deployer, but there are restrictions which accounts can access them. Specifically the Local System account can not deploy to these machines. By default our Tuners run as a Windows service, and by default the service runs under the Local System account. If the CMS Tuner that's hosting Infrastructure Admin is running as a service under Local System, it will not be able to deploy to a workgroup machine. As a workaround the service can be changed to run under an administrator account, or the Tuner can be run as an application. (Note that just starting tuner.exe manually will not run the Tuner as an application if it is configured to run as a service, instead it will actually start the service).

• Target Machine in a Domain

If the target machine is part of a domain, Remote Deployer can deploy to it, even when the CMS Tuner is running as a service under Local System. Note however that for this to work, the credentials that are supplied to the Remote Deployer need to be the credentials of a Domain Administrator. If the credentials are those of an administrator on the local machine, the same restrictions as for Workgroup machines apply.

• VMWare limitations

Several limitations have been observed when deploying to target machines that are run on VMWare images. These may be intermittent, but they often prevent successful deployment of Tuners

• Bridged Networking

When running VMWare networking in bridge mode, VMWare will pick an interface to bridge to. There may be extreme latency when VMWare bind the bridged interface to a laptop’s wireless network interface. This slows file transfers down to several kb/s (which is way below the performance of a wireless network), which can cause remote deployments to fail because the initial file copy may time out. The workaround is to override the automatic selection of the network card and specify the wired LAN card. (Either specify the wired card in on the Host Virtual Network Mapping tab of the Virtual Network Editor, or add the WLAN adaptor to the exclusion list on the Automatic Bridging tab). Host only networks should also work

Problem Description: Receiving error "Error Processing Package File: extract" when launching the stub installer Possible Causes:

• No “TMP” environment variable set on the machine for SYSTEM


• Verify that a TMP variable is set for SYSTEM account


Problem Description: Tuner installer not installing on end point when deployed using Remote Deployer or stub installer option Possible Causes:

• No “TMP” environment variable set on the machine for SYSTEM

• Corrupt tuner installer .exe

• Tuner running out of memory

• Virus software installed on end point recognizing “mrbapsexec.exe” as virus.

• If using stub installer option, the Transmitter Url where the stub tuner installer is published, can not be resolved by end point

• Firewall or Proxy preventing communication to end point

• End point does not have enough space


• Verify that a TMP variable is set for System and User account

• Recreate the installer .exe

• Restart the tuner hosting the Infrastructure Administration channel

• Exclude the “mrbapsexec.exe” from the Virus scanner

• Verify (ping) that the end point can successfully connect to the Transmitter machine and the machine hosting Infrastructure Administratio, using the host name and the fully qualified name of the machine.

• Verify there is enough disk space on the end point to install the Tuner. The installer files are first copied to the temp directory of the user or system, if no one is logged into the machine, and the Tuner installer is then launched from there.

Inventory management Debugging an issue with Inventory Management/Configuration Discovery involves determining whether it’s a server side, client side or Database issue.


• Common Management Service 7.0.0 or later

• Schema Manager 7.0.0 or later

• Report Center 7.0.0 or later

• Scanner Service 7.0.0 or later


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Client Side Issue An Inventory issue can be classified into two categories: Data not reporting into Database or a Data Integrity Issue.

For a “Data not reporting into Database” issue, the problem can be either at the client side or at the server side.

1. First check the client side Tuner and Inventory Service Channel history logs for any errors or exceptions in the logs that indicate a problem.

2. Are there any errors or exceptions in the logs that indicate a problem? If so, does the error clearly indicate what the problem is? If not, then search either the BMC Configuration Management Knowledgebase or contact BMC Configuration Management Customer Support with the end point Tuner and Inventory Service channel history logs.

3. If there are no errors, determine from the logs if the Tuner and Native scans completed successfully. Also a log message such as “Scan report sent successfully” should be reported in the Inventory Service channel history logs.

4. If the Report was sent successfully, review the Inventory Plug-in logs to determine if the report was successfully inserted into the database.

5. If the report was NOT successfully inserted, then an error/exception should indicate as to why the report was not inserted into the database. If the error/exception is not clear, first search the BMC Knowledgebase, and then call BMC Configuration Management Customer Support with the Tuner history logs (Tuner hosting the Inventory Plug-in), and Inventory Plug-in Logs (located under Transmitter’s workspace/data/logs/channels/) .

For a “Data Integrity” issue, the data should already be in the database, but there may be some disparity between the actual information and what is reported in the Inventory database. In this case,

1. From the end client get the “invtree” and “invtree.diff” files from the Inventory Service channel data directory.

2. Compare the information in these files to what is actually reported in the database. If the data is same, then there is an issue with either the mechanism that Inventory Service uses to collect data or the end client machine cannot successfully execute the proper calls needed to get the required information. Send the Inventory Service channel directory and the logs from the Inventory Database to Customer Support for further evaluation.

3. If the contents of the invtree and/or invtree.dff files is different then what is actually reported in the Database, then focus on the Database. Any errors with inserting the report or an issue with the Inventory Database tables will be logged in the Inventory Service Plug-in logs.

Note: Repeaters are not considered in the above section. If repeaters are included in the setup, check the Inventory Service's plug-in logs of the repeater(s) and the master when debugging the server side problem. This only applies if the option to “Allow Repeaters to insert data directly into the database” is set in the Inventory configuration.


The repeater to which the Inventory report is forwarded can be identified either by checking the Inventory Service history logs, which indicate the IP address of the repeater or by the “repeaters” property in the Inventory Service’s channel.txt file on the end client. The channel.txt is located in the Inventory Service channel folder in the tuner workspace, of the end client. The “repeaters” property has the value <repeater>:<port>:<repeater list expiration time>:<ssl enabled or non-ssl enabled transmitter>. Multiple repeaters are comma separated. Here is an example of the repeaters property:

repeaters=<repeater>:<port>:<repeater list expiration time>:<ssl enabled or non-ssl enabled transmitter>

Example: repeaters=TEST:5282:1052190100817:false,Test2:5282:105219010017:true

WMI-enabled Inventory: By default WMI (Windows Management Instrumentation) is enabled during the Windows Inventory Scan. If you want to disable the WMI scan and instead use a less extensive Windows scan, set the following properties on the endpoint, in the Scanner Service’s channel.txt file: Set subscription.schedule to true, and set scanner.wmi.enabled to false. Then restart the tuner before running the scan on the endpoint. See BMC Configuration Management Report Center Administrator’s Guide for further information.

To determine if WMI is configured look at the scanner.mask property in the application.txt of Inventory Service channel on the end point. If the value is set to 7 it means WMI is not configured for the particular end client. Below are the bit represented for each scan (i.e. System, Hardware, Application, WMI-specific):

• System - 1

• Hardware - 2

• Application - 4

• WMI - Specific – 8

The default is (1 + 2 + 4 = 7), which is what you would expect without WMI. Adding WMI would make the total 15. By itself WMI would be 8.

Inventory WMI Status Codes: Example from Inventory Service history log: [11/Mar/2004:15:20:15 -0600] - major test 6006 Native scan failed with code: 3 SUCCESS = 0; CANTLOADSCANNER = 1; CANTEXECSCANNER = 2; CANTPARSENATIVESCAN = 3; NONATIVESCANNER = 4; TUNERSCANFAILED = 5; NATIVESCANFAILED = 6; UNSUPPORTEDTUNER = 7; UNSUPPORTEDPLATFORM = 8; NATIVESCANTIMEDOUT = 9;

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WMIFAILSCANSUCCESS = 10; WMIANDNONWMIFAIL = 11; APP_SCAN_FAILED = 100; PATCH_SCAN_FAILED = 101; HW_KBD_SCAN_FAILED = 102; HW_MOUSE_SCAN_FAILED = 103; FLOPPY_SCAN_FAILED = 104; CDROM_SCAN_FAILED = 105; TAPE_SCAN_FAILED = 106; HW_LOG_DISK_SCAN_FAILED = 107; HW_PHY_DISK_SCAN_FAILED = 108; PRER_SCAN_FAILED = 109; PROCESSOR_SCAN_FAILED = 110; DEVICE_SCAN_FAILED = 111; NETWK_SCAN_FAILED = 112; OTHER_STORAGE_DEVICE_FAILED = 113;

Inventory Workflow: 1. Install the M7 Tuner

2. Copy the following channels to the transmitter using Channel Copier

• Common Management Service 7.X • Report Center 7.X • Schema Manager 7.X • Scanner Service 7.X

3. Subscribe the following channels from the Transmitter

• Common Management Service • Report Center • Schema Manager

4. Connect to console by logging in as admin

5. Click on Application->Console->SchemaManager and set the appropriate settings and click on Connect button


6. Click on install button on Inventory row

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7. Choose the appropriate option and click on Install.


Note: If you are connecting to SQL SERVER 2005, based on your OS security policies, it will not allow creating users with simple password.

When installing Inventory schema on a SQL Server 2005, use “Custom Install” to install the schema. In custom schema, we can change the default passwords for inventory, user_view and dbtree users. Also we may need to change the default location.

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Now we need to configure the Inventory Plug-In. 1. Click on Application->Report Center

2. Click Configuration->Inventory Configuration

3. Enter Inventory Service URL (e.g., http://10.10.27.88:5282/Marimba/Current/InventoryService) in the Plug-In URL and click on “OK”

4. Enable the Plug-In

5. Configure Inventory Service Endpoint Configuration and publish the plugin settings.

6. Subscribe the Inventory Service channel on the endpoint


Inventory Scan log entries: End point inventory service channel.txt file (If downloaded via Repeater) Entry in the endpoint channel.txt file: repeaters=10.10.27.88:2825:1175264098140:false End point history logs: [30/Mar/2007:19:14:52 +0530] - audit Administrator 1100 Channel created [30/Mar/2007:19:14:54 +0530] - audit Administrator 1101 Channel update started [30/Mar/2007:19:14:59 +0530] - audit Administrator 1115 Channel repeater list received: 10.10.27.88:2825:1175264098140:false [30/Mar/2007:19:16:32 +0530] - audit Administrator 1107 Channel index installed: <index id="urn:idx:cX/mhWpAGOxN5uMLWMYehA==" size="6350818"> [30/Mar/2007:19:16:48 +0530] - audit Administrator 1102 Channel update finished: 10.10.27.88:2825: [Files changed=929, downloaded=900, bytes received=3854517/6335988] [30/Mar/2007:19:17:41 +0530] - audit Administrator 1123 Channel verified: result[0] time[7063] [30/Mar/2007:19:17:54 +0530] - audit Administrator 1110 Channel checkpoint created: signed [30/Mar/2007:19:17:59 +0530] - audit Administrator 1110 Channel checkpoint created: signed [30/Mar/2007:19:18:00 +0530] - audit Administrator 1150 Channel instance started [30/Mar/2007:19:18:07 +0530] - audit Administrator 1101 Channel update started [30/Mar/2007:19:18:12 +0530] - audit Administrator 1102 Channel update finished: 10.10.27.88:2825: [No changes] [30/Mar/2007:19:18:13 +0530] - audit Administrator 6040 Updated next scheduled wakeup: 1175297416543, Sat Mar 31 05:00:16 GMT+05:30 2007 [30/Mar/2007:19:18:13 +0530] - audit Administrator 6117 channel version: 7.1.0 [30/Mar/2007:19:18:13 +0530] - audit Administrator 6041 Channel start type:

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regular #[30/Mar/2007:19:18:18 +0530] #Winscan: winscan 7.1.0 [30/Mar/2007:19:22:55 +0530] - audit Administrator 6039 Scan component completed: system [30/Mar/2007:19:22:56 +0530] - audit Administrator 6039 Scan component completed: patch #[30/Mar/2007:19:25:40 +0530] #originalCommandLine= -daemon true -o c:\BMCCM71Endpoint\marimba\tuner\.marimba\BMCCM71Endpoint\ch.6\data\SoftwareUsageOutput -n 0 -p 10 -r , -si 167877649 -k c:\BMCCM71Endpoint\marimba\tuner\.marimba\BMCCM71Endpoint\ch.6\data\SoftwareUsageOutput\167877649.die -v 1 -masterpid 1676 #nondaemonicCommnandLine= -daemon false -o c:\BMCCM71Endpoint\marimba\tuner\.marimba\BMCCM71Endpoint\ch.6\data\SoftwareUsageOutput -n 0 -p 10 -r , -si 167877649 -k c:\BMCCM71Endpoint\marimba\tuner\.marimba\BMCCM71Endpoint\ch.6\data\SoftwareUsageOutput\167877649.die -v 0 -masterpid 1676 [30/Mar/2007:19:25:43 +0530] - audit Administrator 6039 Scan component completed: application [30/Mar/2007:19:27:18 +0530] - audit Administrator 6039 Scan component completed: marimba [30/Mar/2007:19:27:18 +0530] - audit Administrator 6008 All scans completed successfully [30/Mar/2007:19:27:58 +0530] - audit Administrator 6125 invtree is sent to: host = 10.10.27.88 [30/Mar/2007:19:27:59 +0530] - audit Administrator 6107 Scan report sent successfully: (mac = win32:7268167092111493855) [30/Mar/2007:19:27:59 +0530] - audit Administrator 6118 Resetting cache [30/Mar/2007:19:27:59 +0530] - audit Administrator 6119 Added report to the cache: 1175263079781 [30/Mar/2007:19:27:59 +0530] - audit Administrator 6119 Added report to the cache: 1175263079921 [30/Mar/2007:19:28:06 +0530] - audit Administrator 1152 Channel instance stopped

Repeater Transmitter Access Log 10.10.227.121 - 1uca9xfj60vy1/Administrator [30/Mar/2007:06:31:35 -0700] "SUBSCRIBE http://10.10.27.88:5282/Marimba/Current/InventoryService HTTP/1.0" 200 46596 419 0 1937 800 "tuner/7.1 (Windows 2000 x86 5.0)" v13 "Windows,x86/any" "urn:idx:VtN54gVwb7YvawnSHGGStA==" "urn:idx:AAAAAN6tvu8AAAAA3q2+7w==" "urn:idx:cX/mhWpAGOxN5uMLWMYehA==" - 10.10.227.121 - 1uca9xfj60vy1/Administrator [30/Mar/2007:06:33:02 -0700] "GETFILES http://10.10.27.88:5282/Marimba/Current/InventoryService HTTP/1.0" 200 3879022 19309 900 54375 800 "tuner/7.1 (Windows 2000 x86 5.0)" v13 "Windows,x86/any" "urn:idx:VtN54gVwb7YvawnSHGGStA==" - - - 10.10.227.121 - 1uca9xfj60vy1/Administrator [30/Mar/2007:06:34:44 -0700] "OPT_UPDATE http://10.10.27.88:5282/Marimba/Current/InventoryService HTTP/1.0" 200 222 431 0 156 817 "tuner/7.1 (Windows 2000 x86 5.0)" v13 "Windows,x86/any" "urn:idx:VtN54gVwb7YvawnSHGGStA==" - - - 10.10.227.121 - 1uca9xfj60vy1/Administrator [30/Mar/2007:06:34:45 -0700] "UPDATE http://10.10.27.88:5282/Marimba/Current/InventoryService HTTP/1.0" 200 222 40871 0 31 821 "tuner/7.1 (Windows 2000 x86 5.0)" v13 "Windows,x86/any" "urn:idx:VtN54gVwb7YvawnSHGGStA==" "urn:idx:cX/mhWpAGOxN5uMLWMYehA==" "urn:idx:cX/mhWpAGOxN5uMLWMYehA==" - 10.10.227.121 - 1uca9xfj60vy1/ [30/Mar/2007:06:44:30 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 91 12845 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)"


Repeater Transmitter Inventory plug-in log [30/Mar/2007:06:44:30 -0700] - audit "somjithlab (win32:7268167092111493855)" 6527 Report queued: from 10.10.227.121, 12422 bytes, 16 ms [30/Mar/2007:06:44:30 -0700] - audit "somjithlab (win32:7268167092111493855)" 6520 Forwarded report to master/mirror: 10.10.27.88, 46ms

Master Transmitter Access log 10.10.227.121 - 1uca9xfj60vy1/Administrator [30/Mar/2007:06:31:30 -0700] "REDIRECT /Marimba/Current/InventoryService HTTP/1.0" 200 241 420 0 860 800 "tuner/7.1 (Windows 2000 x86 5.0)" v13 "Windows,x86/any" "urn:idx:VtN54gVwb7YvawnSHGGStA==" "urn:idx:AAAAAN6tvu8AAAAA3q2+7w==" - "http://10.10.27.88:2825/" 10.10.27.88 - [30/Mar/2007:06:31:35 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 40355 283 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)" 10.10.27.88 - - [30/Mar/2007:06:34:42 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 1329 300 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)" 10.10.27.88 - - [30/Mar/2007:06:34:42 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 243 319 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)" 10.10.27.88 - - [30/Mar/2007:06:34:42 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 214 315 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)" 10.10.27.88 - - [30/Mar/2007:06:34:42 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 201 307 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)" 10.10.27.88 - - [30/Mar/2007:06:34:42 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 648 320 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)" 10.10.27.88 - - [30/Mar/2007:06:34:42 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 840 315 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)" 10.10.27.88 - [30/Mar/2007:06:44:30 -0700] "POST /Marimba/Current/InventoryService?plugin HTTP/1.0" 200 91 12843 1 0 800 "tuner/7.1 (Windows 2000 x86 5.0)"

Master plug-in logs [30/Mar/2007:04:11:13 -0700] - audit "ccm-win2k (win32:6415499354878684217)" 6527 6527: from 10.10.27.88, 19523 bytes, 15 ms [30/Mar/2007:04:11:13 -0700] - audit "ccm-win2k (win32:6415499354878684217)" 6523 6523: 578 ms, type: Full Report [30/Mar/2007:04:13:41 -0700] - audit "ccm-win2k (win32:6415499354878684217)" 6528 6528: from 10.10.27.88, 1475 bytes, 0 ms [30/Mar/2007:04:13:41 -0700] - audit "ccm-win2k (win32:6415499354878684217)" 6523 6523: 125 ms, type: Differential Report

Third- Party Issue With Inventory to determine whether it’s a third party issue such as WMI not picking up certain information from end client, or other issues with WMI. The following are some Wbemdump queries that can be run on the machine exhibiting the problem for debugging.

Note: Copy of wbemdump.exe can be obtained from BMC Customer Support.

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Machine scan wbemdump /s /e /m /m2 root\cimv2 Win32_ComputerSystem wbemdump /s /e /m /m2 root\cimv2 Win32_systemEnclosure

Storage scan • scanning logical disk

wbemdump /s /e /m /m2 root\cimv2 Win32_LogicalDisk

• scanning physical disk wbemdump /s /e /m /m2 root\cimv2 Win32_DiskDrive

• scanning floppy drive wbemdump /s /e /m /m2 root\cimv2 Win32_FloppyDrive

• scanning cdrom wbemdump /s /e /m /m2 root\cimv2 Win32_CDROMDrive

• scanning Tape drive wbemdump /s /e /m /m2 root\cimv2 Win32_TapeDrive

• scanning scsi wbemdump /s /e /m /m2 root\cimv2 Win32_SCSIController

OS scan wbemdump /s /e /m /m2 root\cimv2 Win32_OperatingSystem

QuickFix scan • Captures patch details

wbemdump /s /e /m /m2 root\cimv2 Win32_QuickFixEngineering

Video card scan wbemdump /s /e /m /m2 root\cimv2 Win32_VideoController

Monitor scan wbemdump /s /e /m /m2 root\cimv2 Win32_DesktopMonitor

Environment scan wbemdump /s /e /m /m2 root\cimv2 Win32_Environment

CPU scan wbemdump /s /e /m /m2 root\cimv2 Win32_Processor

Printer scan wbemdump /s /e /m /m2 root\cimv2 Win32_Printer

Jobs scan Captures information about jobs scheduled

wbemdump /s /e /m /m2 root\cimv2 Win32_ScheduledJob


Process scan wbemdump /s /e /m /m2 root\cimv2 Win32_Process

InputDevice scan wbemdump /s /e /m /m2 root\cimv2 Win32_InputDevice wbemdump /s /e /m /m2 root\cimv2 Win32_PointingDevice wbemdump /s /e /m /m2 root\cimv2 Win32_KeyBoard

Modem scan wbemdump /s /e /m /m2 root\cimv2 Win32_POTSModem

Applications scan wbemdump /s /e /m /m2 root\cimv2 Win32_Product

Networkcard scan wbemdump /s /e /m /m2 root\cimv2 Win32_NetworkAdapter

Network scan Captures information about network adapter configuration

wbemdump /s /e /m /m2 root\cimv2 Win32_NetworkAdapaterConfiguration

Bios scan wbemdump /s /e /m /m2 root\cimv2 Win32_BIOS

Person scan wbemdump /s /e /m /m2 root\cimv2 Win32_NetworkloginProfile

MSI Application scan wbemdump /s /e /m /m2 root\cimv2 Win32_Product

Network Client wbemdump /s /e /m /m2 root\cimv2 Win32_NetworkClient

Memory Slots wbemdump /s /e /m /m2 root\cimv2 Win32_PhysicalMemoryArray

Windows Services wbemdump /s /e /m /m2 root\cimv2 Win32_Service

Inventory troubleshooting

For further information on this section see:


• BMC Configuration Management Report Center Administrator's Guide

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• BMC Configuration Management System Requirements


Problem Description: Do not see Inventory reports for end client tuners Possible Causes:

• Inventory scanner fails to run on the endpoint tuners

• Endpoint tuners do not send the Inventory report successfully to the Inventory Plugin on the transmitter

• Inventory Plugin fails to insert/connect to the database


• Verify from the end-points Inventory Service history logs to determine if there was an error scanning the end client machine.

• Confirm that the end client Inventory Service forwarded the report to the Inventory Service plugin. This information can be found in the Inventory Service history logs.

• Determine by the Inventory Plugin logs, that the Inventory Plugin successfully inserted the Inventory report in database. The Plugin logs are located in <txroot>\logs\channels\. Log entry such as “Inserted scan report…” will be displayed.

• One can also verify from the transmitter access and admin logs corresponding to the timestamp when inventory service sent the report to the Inventory Plugin. In the transmitter access log, there should be a “POST” request from the client tuner, which indicates client tuner requesting a Plugin connection. Also, check the ADP and/or HTTP error code for the request.

Problem Description: Cannot connect to Database from CMS and Report Center Possible Causes:

• SQL Server is installed Windows-only Authentication Mode and not Mixed Mode

• Admin credentials are incorrect

• Database Service Pack issue


• Try to login with “sa” user via SQL Query Analyzer

• Check whether you are able to connect to Database outside of BMC Configuration Management by executing below command:

• osql -S<servername> - U<username> -P<password> -d< database name>

• Verify that multiple instances of the database are not running


• Ensure that at least SQL Server Service Pack 4 is installed

Problem Description: Inventory Service is hanging Possible Causes:

• WMI on end client is broken or corrupted.

• Microsoft HotFix (Q279225) for Service Pack 2 is not installed for issue with WMI “Win32_QuickFixEngineering” call hanging.

• http://support.microsoft.com/support/kb/articles/Q279/2/25.asp

• Inventory native scan takes longer than 10 minutes and times out


• Check the BMC Configuration Management Inventory Patch release site, for defects fixed in the most recent release of Inventory.

• Check the Inventory service history logs for any timeout or other errors

• Enable debug by adding the below flag in prefs.txt file which is available in tuner workspace and then restart the Tuner: marimba.launch.javaArgs=-DDEBUGFLAGS=INV=5

• For remote tuners, Tuner admin to the end client, start the Inventory Service channel with a console window. Right click on the Inventory Service and select “Run with Args” and type the following: -debugLevel 5

• This will output the debug information to the console window. Save this output and send to BMC Configuration Management Customer Support for review.

• For native scan time out issues run winscan.exe in debug mode. Inventory Service comes with the winscan.exe, located in the Inventory Service channel\data directory on the end point. Use the following DOS command to run the debug winscan.exe. >winscan.exe -v 5555 15 winout.txt 2> errorout.txt

• Examine the contents of errout.txt and winout.txt to see if they indicate any problems. The output in the errorout.txt will display the amount of time it takes to scan each component.

Note: If the winscan.exe command process hangs, meaning it takes longer than 30 minutes to complete, kill the process and check the errorout.txt to determine the last element it scanned or was in the process of scanning. Then run the appropriate “wbemdump.exe” command to verify if the Microsoft command finishes successfully. Consult BMC Configuration Management Customer Support for further information on running the debug winscan.exe and wbemdump.exe commands.

Problem Description: Inventory failing to scan machines Possible Causes:

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• Inventory native scan time-out

• WMI is enabled on non-supported platform

• CPU pegs when running inventory service


• Verify from the Inventory Service history logs if native scan timed out. If so, then increase the native scan timeout to greater than 10 minutes, which is the default. marimba.inventory.nativescanner.timeout=15

• Run winscan.exe included with the Inventory Service in debug mode using the command below: winscan.exe –v 5555 15 output.txt 2> errout.txt

• Verify that end-point machines have the latest version of wmicore file if WMI is enabled.

• Verify that end-point machines are on the supported platform if WMI is enabled.

Problem Description: Inventory Service does not run on its schedule Possible Causes:

• Inventory Plugin is not enabled

• Scanning for end clients disabled in the Inventory Plugin configuration

• Tuner scheduler is set to “NEVER” update

• Tuner black-out period is set for the Tuner, which disables the schedules of all channels on the Tuner.

• Tuner is not started/or in minimal mode


• Connect to Report Center Inventory Configuration to verify that Inventory Plugin is enabled.

• On the end client view through Channel Manager or Tuner Admin, and check the properties schedule tab. Verify that the next update is not set to “NEVER”

• Verify that the Tuner property “marimba.schedule.filter” is not set to “NEVER” in the tuner’s prefs.txt or tuner’s properties.txt (located in tuner installation directory).

• Check the Inventory Service and end client Tuner history logs for any errors or exceptions during the time Inventory Service is set to update.

• Check the System clock and make sure it is in sync with the current time. If the clock has been moved back the scan will not take place.

Problem Description: Number of records in the database is far less than the actual number of tuner deployed Possible Causes:


• Ghost image installed on the end-client machine has an existing tuner ID.


• Check the Inventory Plugin logs and look for a win32 Tuner ID which matches more than one machine name

• When querying machines in Report Center, the number of machines stays the same, even when a new machine is scanned into the database. This is an indication of a duplicate mac ID issue. Verify from your ghost image that the tuner ID information has been deleted from the tuner workspace.

• Verify the BMC Configuration Management Deployment Guide for Ghosting Procedure:

• Run the below command for resetting the Machine ID tuner –anonymize

Problem Description: Native Inventory information not reported in the database Possible Causes:

• Inventory native scan fails to run

• Inventory native scan gets time-out during the scanning process

• WMI on the local machine fails to run

• WMI service is not installed/run on the end-point machine or the version of the wmicore file is incompatible with the Inventory Service.


• Verify from the Inventory Service history logs to verify that the native scan ran successfully

• Enable the inventory service debug flag by setting marimba.launch.javaArgs=-DDEBUGFLAGS=INV=5

or run the tuner with this command: tuner.exe –java –DDEBUGFLAGS=INV=5

• This will display any additional errors in the Inventory Service history logs.

• If WMI feature is enabled, verify that windows management instrument (winmgmt.exe) is running or installed from the system processes (Task Manager)

• If WMI feature is enabled, verify that you have the latest and supported wmicore file.

• If inventory native scan timed out, re-run the inventory service channel with “–debugLevel 5” argument from Tuner Administrator and check which component hangs the scan or takes the longest to scan

Problem Description: Customer Scanner Information is not getting inserted into the database Possible Causes:

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• Custom table definition is not correctly defined in the database schema

• Custom table definition is not following the standard rules of the Inventory product

• Machine_id is not one of the columns in the custom table

• The name of custom table and columns contain one or more capital letters (Table or column name must be lower case)


• Refer to Advanced Marimba Programming Guide for detail on how to create a custom table in the database and instructions on how to set this up for specific database flavors.

• Verify that the names of tables and columns do not contain any capital letters.

• Verify that machine_id column is the first column in the table

• Verify that machine_id column is used as the primary key of the table.

• Verify that the inv_tree or inv_tree.diff file has the custom table information.

• If not, then there is an error with the scanner extension code, writing the custom data to the inventory report.

Problem Description: Created a view in invdb, but when using in ReportCenter the query errors out with the following error message: "The database schema has not yet been installed for the column you selected…..” Possible Causes:

• The view does not reference the machine_id as a column heading.


• The above error occurs when the view doesn't have a "machine_id" as a column heading. Change the syntax of the view accordingly.

• For example: adding an alias name for id column as machine_id.

select machine.id as machine_id ..... Problem Description: Inventory service is updating, but not scanning the machine Possible Causes:

• Inventory scanning process is disable in the Inventory Plugin configuration

• System clock is set back or too far in the future, causing the next scheduled scan time not to occur


• Connect to Report Center Inventory Plugin Configuration and verify that the end


client scanning is enabled

• Check that the “scanner.stop” property is not set to true in the dynamic-properties.txt of the Inventory Plugin. The dynamic-properties.txt is located in the <txroot>\data\data_x_InventoryService.)

Problem Description: BMC Configuration Management is not picking up the software or hardware information Possible Causes

• WMI may not pickup the information from the on end client


• Check the information is written in invtree and invtree.diff file which is available in Inventory Service channel folder

• Run wbemdump command with the appropriate arguments and switches and confirm whether the information is reported outside BMC Configuration Management.

Problem Description: Can not publish configuration settings for Inventory Plug-in, getting error “Unable to connect to the specified plug-in…” Possible Causes:

• Inventory Service .configurator segment is deleted off of the Transmitter


• .configurator segment comes along with the Inventory Service channel. Delete or recopy Inventory Service channel using Channel Copier and then republish the plugin from Report Center Inventory Configuration.

Problem Description: Folders saved in Report Center Query View are missing Possible Causes:

• Report center may be pointing to the wrong database

• User (default: user_view) does not have sufficient permission for node, node_view and node_data objects.


• Verify the database settings in Inventory Configuration Page

• Re-run the grant_inventory_permissions.sql script and restart the Report Center. The scripts are available for download from Schema Manager if you use the install

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manual option.

Problem Description: Inventory is not able to capture IBM laptop serial numbers Possible Causes:

• IBM is one of the vendors that do not provide the machine serial number in a way where the WMI call (call the Win32_SystemEnclosure for this) can pick it up.


• IBM is one of the vendors that does not provide the machine serial number in a way where the WMI call (call the Win32_SystemEnclosure for this) can pick it up. Instead they provide the Bios serial number which is retrieved by WMI call to win32_Bios. For machines which do not report the machine serial number, it may be because the vendors do not register it. The BIOS serial number can be used instead.

• Following SQL query can be used to return all the machines along with the machine serial number as well as the BIOS serial number : select distinct inv_machine.name machine_name, inv_machine.domain, inv_machine.domain_role, inv_machine.machine_domain, inv_machine.mname, inv_machine.serial_number,inv_bios.serial_number BIOS_SERIAL from inv_machine,inv_bios where (inv_machine.id = inv_bios.machine_id)

Software usage BMC Configuration Management Software Usage from BMC Software helps enterprises collect detailed information about the software installed and used on desktops and laptops, even while they are disconnected from the network. Software Usage gives up-to-date statistics on the number and location of software licenses installed, and usage statistics such as time and frequency of use.

Requirements: • Inventory 7.0.0 and above

• Software Usage 1.0.1.1 and above

• Schema Manager 7.0.0 and above


Software Usage channels/components • Scanner Service

• Report Center

• Schema Manger


Software Usage Terminology: • sum.exe: sum.exe is used by software usage and it comes with Inventory Service

channel. This .exe keeps track of applications starting and stopping and it appends this collected information to the .sum files. Scanner Service collects the data from the .sum files and appends the information in the invtree and invtree.diff files.

Extract from invtree file: [system.softwareusage:0] mDomainname=XYZ mUsername=Marimba cmd=INSERT mStartTimestamp=1133295556000 mProcessID=3268 mPath=c:\\program files\\ar system\\user\\aruser.exe

• Sum-discovered-dictionary.xml: If SU was enabled in 6.0.2.0 version, it creates a sum-discovered-dictionary.xml file. The sum dictionary will only be deleted if the Software Usage is turned off.

• Sum-config.xml: Sum-config.xml specifies what application to capture. Only if the applications in the include list are run, then will you see the usage records in the reports/DB.

• SoftwareUsageOutput: The folder in which the sum.exe creates the .sum files. At any given point of time the folder will contain 2 files by default and the old files will be moved to swucache.

• Swucache: For debugging purposes, output files for software usage data are retained in the swucache folder. The directory keeps up to 4 MB of files, but you can change this setting by specifying the property scanner.swucache.capacity=<number>, in the Scanner Service channel’s application.txt file, where <number> is the maximum number of kilobytes for the directory.

Configuring Software Usage: To enable Software Usage:

1. Report Center->Configuration->Inventory Configuration->Inventory Configuration (Endpoint)

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2. Import the sum-config.xml, which lists the applications to be monitored or not monitored but not both by clicking Software Usage Settings button.

3. After importing the xml file, we will get the following if the syntax of the xml tags is

correct and Report Center successfully uploaded the xml file.

Software Usage Settings SUM file has been uploaded.

If the syntax of the xml tags is wrong, we will get an error message like:

Before proceeding, please correct the following: � The XML document is invalid: Element type "inv:entry" must be followed by either attribute specifications, ">" or "/>".

To get the correct syntax refer to the section titled “Setting Up the Software Usage Settings” in Report Center Administrators Guide.


From the same page we can download the current sum-config.xml used by clicking on “Download File” button.

Software usage settings allow to monitor specific applications by creating an include-only or exclude-only list.

Note: If you do not use this feature (the default), all applications are monitored.

Below is the screenshot of Software Usage files/folders in the Inventory Service channel folder:

The software usage component and ghost imaging If we need to create ghost image of the Windows machines and using the software usage component, complete the following steps so that software usage information is correctly scanned and reported.

To create a ghost image:

1. Delete the following properties from the channel.txt file in the Scanner Service channel folder: scanner.swu.harvested=2 scanner.swu.sent=2

2. Set these same properties in the application.txt file in the Scanner Service channel folder to a value of -1 scanner.swu.harvested=-1 scanner.swu.sent=-1

3. Delete the following folders: SoftwareUsageOutput swucache

4. Delete the sum-discovered-dictionary.xml file in the data folder for the Scanner Service channel.

5. Run the Scanner Service channel twice to generate two .sum files.

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Software usage questions/issues For further information on this section see:

- BMC Configuration Management Report Center Administrator's Guide

- BMC Configuration Management Infrastructure Administrator's Guide

- BMC Configuration Management System Requirements

- BMC Configuration Management Reference Guide

Software Usage Questions/Issues How to disable S/W Usage? Answer: From Report Center -> Inventory Service Configuration -> Endpoint tab, uncheck “Scan for software usage on Windows computers” check box. Click “Preview” and then Click “Save & Publish”

In the installed applications list, some workstations are missing the WinScan and/or the Software Usage Monitor sum.exe. Answer: Enable the Software Usage and run the scanner service.

Report Center does not display Software Usage Info Answer: Verify that Software Usage is enabled from Inventory Configuration settings

sum.exe is continuously generating page faults Answer: sum.exe continuously monitors and logs information about the usage of various software on the endpoint. This is expected behavior and does not cause any negative performance issues on the end point. After the Inventory scan runs on the endpoint the information that was logged gets transferred to the database and the page fault value will get refreshed, as the sum.exe will begin a new scanning interval.

Does software usage calculate the length of time software is used? Answer: Yes

Is there a schema extension needed for Software Usage? Answer: Yes. Need to install Software Usage Schema Module from Schema Manager.

What is an example of an “include-only” list xml file Answer:

<?xml version="1.0" encoding="ISO-8859-1" ?> <inv:dictionary xmlns:inv="http://www.marimba.com/xml/inventory/schemas/sumconfig_1_0"> <inv:entry file="acmemail.exe” path=”C:\Program Files\Acme” shouldMonitor=”true"/> </inv:dictionary>

Note: On the endpoint all applications are monitored, but inventory only sends the report


for the specified applications.

What is an example of an “exclude-only” list xml file Answer:

<?xml version="1.0" encoding="ISO-8859-1" ?> <inv:dictionary xmlns:inv="http://www.marimba.com/xml/inventory/schemas/sumconfig_1_0"> <inv:entry file="coolbrowse.exe" path="c:\cba" shouldMonitor=”false”/> </inv:dictionary>

What is the workflow of Software Usage? Answer:

a) While sum.exe is running it captures all running processes (as they appear in the Task Manager) and records them into “.sum” file.

b) When Inventory runs it starts parsing the sum file.

c) If the process is already present in the invtree under SYSTEM.APPLICATION then it will add software usage details in invtree/invtree.diff file.

d) If it is a new process then inventory checks to see if it is running as a service.

e) If it is service then the Software Usage details are ignored, otherwise the details are added in invtree/invtree.diff.

How does the Software Usage monitor (sum.exe) work? Answer:

This usage monitor (sum.exe) runs constantly, as long as software usage is enabled. (The monitor stops, however, if the tuner quits or if the Scanner Service is removed from the endpoint. If the monitor is somehow killed, the Scanner Service will start it the next time the scanner runs.) The monitor captures the start and stops time for each application, and records this information in the data directory of the Scanner Service. This usage data, which amounts to 30-40 bytes per application launch, is then included in the scan report that the Scanner Service sends to the database.

Getting the following Error: sun.io.MalformedInputException # at sun.io.ByteToCharUTF8.convert(Unknown Source) # at java.io.InputStreamReader.convertInto(Unknown Source)

Answer:

Multi-Byte Char set language is not supported

Software Usage Issues

Problem Description: Deadlock when using software usage

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Possible Causes:

Two inventory service channels running on the end point Problem Description: Software Usage manager executable sum.exe consumes about 2% to 4% of CPU. Possible Causes:

Defect, which was fixed in Scanner Service 6.0.3.0SP1 and above. Update Scanner Service to latest version.

Problem Description: java.sql.SQLException: ORA-01422: exact fetch returns more than requested number of rows Possible Causes:

Defect, which is fixed in Scanner Service 6.0.3.0d and Schema and Schema Manager 6.0.3.0b or above Problem Description: : [600-603/ 6021-603 Upgrade] Scanner fails to insert report after upgrade with “java.sql.SQLException: ORA-01422: exact fetch returns more than requested number of rows\ RA06512:at "INVENTORY.ADDSWUBYAPPLICATIONPATH", line 14\RA-06512: at line 1\ “ Exception. Possible Causes:

Defect, which is fixed in 603 Scanner Service and above Problem Description: The application scanner uses sum-discovered-dictionary.xml even when Software Usage is turned off. Possible Causes:

Defect, which is fixed in Inventory Service 603 and above Problem Description: [603GA-603SP1 upgrade] Failed to get the Software usage result from Machine details page after upgrade Error: "Report Center" warning sirjad 29365 Failed to query machine detail component: There may be a mistake in your syntax. The following SQL error was returned from the database: com.jnetdirect.jsql.x: Ambiguous column name 'scantime'. Possible Causes:

Defect, which is fixed in Inventory Service 6.0.3.0SP3 and above. Problem Description: The “Sum.exe” executable is triggering a tampering alert, for Symantec Version 10. Description: During machine bootup or during successful LiveUpdate update, a popup will appear notifying that sum.exe was stopped from trying to tamper with one of Symanetec's processes. Possible Causes:

Known Defect, contact BMC Configuration Management Customer Support for further information.


Problem Description: The following Software Usage query returns inconsistent data. "/Query Library/Software Usage/All Machines/Applications used in the last X days (list)" Possible Causes:

Known Defect, contact BMC Configuration Management Customer Support for further information. Problem Description: Unable to import the example include-only/exclude-only files. Possible Causes:

Known Defect, contact BMC Configuration Management Customer Support for further information. Problem Description: Runchannel command do not set 'Scan for software usage' settings correctly Possible Causes:

Known defect. Fixed in 7.0.4 and 7.1 Using BMC Configuration Management 6, we need to enable/disable S/W usage from Report Center GUI.

Software distribution Software Distribution/Application Packager issues can vary. These issues are usually handled on a package (channel) by package (channel) basis. In case of channel failure start with the Tuner’s and the channel’s history logs of the Tuner where the channel is subscribed.

Requirements • Tuner 7.0 and later

• Application Packager 7.x and later


Check for any errors/exceptions in these logs which may indicate the cause of the problem. Search the BMC Knowledgebase for further information, if no information is found on the error/exception, call BMC Configuration Management Customer Support with the following information:

• Channel Directory from the Tuner’s workspace ((\.marimba\<WsKeyword>\ch.x) -Channel Publish Directory

• Tuner history logs on the client tuner exhibiting the problem

• Tuner properties.txt (\Tuner\lib\tuner\properties.txt)


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Here is an example of a channel history log: Host: acme Created: 1030568030617; Wed Aug 28 13:53:50 PDT 2002 Version: 0 Roll: bysize,32;1 [28/Aug/2002:13:53:50 -0700] - audit jeff 1100 Channel created [28/Aug/2002:13:53:50 -0700] - audit jeff 1101 Channel update started [28/Aug/2002:13:53:51 -0700] - audit jeff 1107 Channel index installed: <index id="urn:idx:odr+YbY/zG/8NMpZNLIyWw==" size="1635186"> [28/Aug/2002:13:53:51 -0700] - audit jeff 1110 Channel checkpoint created: undo0 [28/Aug/2002:13:53:51 -0700] - audit jeff 1102 Channel update finished: 172.16.4.90:5282: [Files changed=36, downloaded=13, bytes received=24050/190425] [28/Aug/2002:13:53:51 -0700] - audit jeff 1150 Channel instance started #installing rollback [28/Aug/2002:13:53:52 -0700] - audit jeff 9026 Adapter started [28/Aug/2002:13:53:52 -0700] - audit jeff 9227 The adapter will execute in the specified mode: 0, INSTALL [28/Aug/2002:13:53:52 -0700] - audit jeff 9020 Begin Install: http://acme:5282/MyApplication #[28/Aug/2002:13:53:55 -0700] #mode is: INSTALL Based on the channel history log above, we can tell: -Channel URL: http://acme:5282/MyApplication -Channel Mode is ‘INSTALL’

Channel modes: MODE_INSTALL = 0; MODE_UPDATE = 1; MODE_UNINSTALL = 2; MODE_VERIFY = 3; MODE_REPAIR = 4; MODE_RUN = 5; MODE_LOG_UPDATE = 6; MODE_ROLLBACK = 7; MODE_PREVIEW = 8; MODE_ROLLBACK_INSTALL = 9; MODE_ROLLBACK_UPDATE = 10; MODE_UPDATE_MINOR = 11;

For more details about the log IDs and severity levels, refer to the logging codes chapter of the BMC Configuration Management Reference Guide

Third-party issue: For Windows Installer package issues verify that the application executes and installs successfully out side of the Tuner by running the following .msi command from command-line:

msiexec /i C:\Example.msi

Software distribution troubleshooting For further information on this section see:



• BMC Configuration Management Application Packager Administrator’s Guide


Problem Description: Channel in install-pending state

Possible Causes:

• Transmitter hosting the channel is not trusted

• The channel parameter “userobjs” is set to “true” and the user is not logged onto the machine

• If it’s a Marimba channel, then it needs to be “started” instead of “subscribed”


• Verify that the transmitter host name or subnet, ipaddress is listed for the “marimba.security.trusted.transmitters” and or “marimba.security.identity.transmitters” properties is correct

• If the userobjs parameter is set in the channel package directory or channel.txt of the channel in the Tuner’s workspace, then verify that a user is logged onto the machine, in order to install the channel

• If it’s a Configuration Management Channel (Tuner Admin, Transmitter Admin,) “start” the channel (http://test:5282/Test/Channel1?start)

Problem Description: Channel in the failed state Possible Causes:

• Script failed to install

• File or Registry objects failed to install

• Channel dependency is not met on the end client

• User does not have enough permissions to install the channel

• Channel installation interrupted, either manually or by external process


• See the Channel’s history logs to determine possible cause of the failure

• Try to install application/files outside of using BMC CM to confirm that the application/files install successfully

Problem Description: MSI installations fails on the endpoint. Possible Causes:

• Logged on user does not have permissions to install objects to the USERPROFILE or HKCU registry

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• -Msiexec 1.1 or above is not available on end client

• .msi, .msp, .mst file(s) in the package are corrupt


• Add the parameter “ALLUSERS=2” to the Application Packager Editor/Windows Installer/Installation tab under “Enter command line property settings…,” save, re-publish, and re-install the channel

“Specifies whether to perform a per-machine or per-user installation on Windows NT-based target systems. If this property is set to 2, the configuration data for the installation will be stored in the All Users profile if the user has administrative privileges, or otherwise to the current user's profile. If set to 1, configuration data will be written to the All Users profile if the user has administrative privileges, and if not the installation will display an error message and then exit.”

• Verify the msiexec version on the end client by running the “msiexec” DOS command

• Run the .msi file from command line example: MSIEXEC /i package options

• Turn on all logging from the Package Editor,MSI Logging. Check the error code against the Windows Installer in the BMC Configuration Management Reference guide

Problem Description: Pre and Post install scripts fail to execute. Possible Causes:

• Script not included with the package

• Command specified in the script does not correlate with absolute path on the end client

• Script returns, return code other than “0”

• Channel dependency is not met


• Verify that the script exists in the “signed/scripts” folder before publishing the channel

• Run the script first to confirm that script command is valid

• Check the option to “Run this script in the user’s context” before publishing and re-installing the channel

• Check the channel history logs on end client for the return code -Confirm the channel dependency is met on end client

Problem Description: Channel not updating


Possible Causes:

• Tuner or channel schedule is set to “NEVER”

• Transmitter is not on-line

• Tuner’s workspace is corrupted


• Check the “marimba.schedule.filter” tuner property on end client

• Try to browse to the Transmitter

• Check the Tuner’s history logs for any tuner related errors

• Check Proxy settings

Problem Description: Files are not installed/removed as desired Possible Causes:

• Incorrect install/update/uninstall policy

• Logged in user does not have permissions to uninstall/remove files

• Corrupted channel -Post-install script is run with “system” user and this user does not have permissions


• Check the install/update/uninstall policy definitions in the Package Editor

• Check if user has a permission to install/update/uninstall the files

• Check the channel history log and search for the word IGNORED or FAILED

• Check for any other applications which may have a lock on or share the file(s)

• Check for tuner storage errors in the Tuner history logs

• -Select “ Run this script in user’s context” for the post-install script.

Problem Description: Error with a Java Package application Possible Causes:

• Java classes did not get compiled correctly

• Permission issues

• Invalid PATH or CLASSPATH settings


• Make sure the java classes are compiled correctly and include all required libraries (jar, zip, tar, etc)

• For external VM, make sure that the user has access and permission to launch and

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execute java.exe

• Confirm the required CLASSPATH is set

• Set capabilities to “all” for the Java package\properties.txt before publishing

Problem Description: Channel in Resume-Pending State Possible Causes:

• Channel Requires a Reboot after installing/Updating.

• The logged in user is not the same user who started the install operation


• Verify if the channel requires a reboot after install /update.

• Check the logs to see if there is a difference in the logged in user. [08/Dec/2005:15:13:19 -0600] - major SYSTEM 9728 Current user is not the user who started the operation to resume: previous user = Marimba current user = SYSTEM

• The package stays in resume-pending state after a reboot triggered by the package. After the reboot the tuner runs in SYSTEM account until the user logs in.

Problem Description: .vbs file not added to \signed\script folder in the publish Directory Possible Causes:

• The script name may not be added in the “Arguments” text box.


• Change the script name to be added to the “Arguments” text box: 1) Edit the package 2) Go to Configuration -> Customization tab. 3) Click on "Add" button and "Add" the .vbs file to the package. 4) Give a name to the script 5) Type as "wscript" in "Exe,Batch path" textbox 6) Give the vbscript file name in the "Arguments" textbox

• Publish the channel and subscribe it to the endpoint. This should automatically add the .vbs file to the script folder and the script should be executed as a post or a per-install script.

Problem Description: Script returning return code: return code 3010 Possible Causes:

• Restart of the machine is required after installation of Windows Installer package


• Return code 3010 is based on the Microsoft Error Codes. It means the operation is successful, but a restart is required to complete the install. "ERROR_SUCCESS_REBOOT_REQUIRED" The following link has further information on MSI return codes.


http://www.rz.fh-ulm.de/rz/docs/msierror.htm

Problem Description: Getting error “The channel has been updated on the Transmitter. Please restart the channel.” OR “ There was a mismatch between the channel configuration’s edit.time value and the time file value…” Possible Causes:

• Mismatch between the edit.time property, in the “properties.txt” file in the channel publish directory, and the time value in publish directory\files\time file.

• Using Publisher channel to publish the channel


• Manually copy the value from the time file and replace for the edit.time propertyin the properties.txt file. Republish and re-subscribe to channel.

• Follow the step above and republish using Channel Copier, as the issue occurs when using the Publisher channel to publish.

Problem Description: During channel creating get error: “ERROR: Channel files are missing ERROR: Channel generation failed” Possible Causes:

• “Indexing Service" is running under Services on XP

• Packaging machine is out of disk space


• Turn off Indexing Service on the Windows machine and re-package Verify there is disk space on the Packaging machine

Problem Description: MSI Repair not working Possible Causes:

• Reboot option is suppressed

• Logged on user does not have permissions to install objects to the USERPROFILE or HKCU registry


• You can use repair command line to overwrite our default setting. For example, $msidir\filename.msi REINSTALL=all REINSTALLMODE=vomus

• Add the “ALLUSERS=2” to the Application Packager Editor/Windows Installer/Installation tab under “Enter command line property settings…,” save, re-

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publish, and re-install the channel

Subscription management As with Inventory Management, debugging an issue with Subscription Management also involves determining whether it’s a server side or client side issue, or a problem related to LDAP Server.


• Subscription Policy Manager and Service 7.0.0 and above (Directory-Enabled mode)

• Tuner 7.x.x or later

• Tuner hosting Subscription Service Plugin is 7.x.x or later

• Active Directory or Iplanet


Subscription Reporter Download channel: http://products.marimba.com/Current/SubscriptionReporter

Use the Subscription Reporter channel to determine if it’s a client or server side problem.

Note: For Subscription 6.0 and above this tool is only available via command-line.

Usage: SubscriptionReporter -Url <url> : Subscription Service URL -v : Verbose mode

-user <username>: Overrides user ID

-password <password>: Password for the user

-machinename <machinename>: Overrides machine name

-d <name>: Name of the directory to store the data obtained from the plugin

Syntax for finding the Subscription Plan for a user: >runchannel <Subscription Reporter Url> -url <Subscription Service url> -v –user <username> -d <output directory> Example:


>runchannel http://products:80/Current/SubscriptionReporter -url http://test:5282/500/SubscriptionService -v -user TestUser -d c:\SubscriptionReporterdir

Syntax for finding the Subscription Plan for a machine : >runchannel <Subscription Reporter Url> -url <Subscription Service url> -v – machinename <machine name> -d <output directory> Example: >runchannel http:// test:5282/SubscriptionReporter -url http://test:5282/Test/SubscriptionService -v -machinename supportxp2 -d c:\SubscriptionReporterdir From the example above in the directory specified (c:\SubscriptionReporterdir) you will see files such as .castanet, .signinfo, config.xml, etc..

Config.xml The following is an example of a Config.xml file:

<CONFIG PLUGIN_VERSION="7.0.3" -> Subscription Plugin/Subscription Policy Manager version <SUB_TARGET TARGET_TYPE="all" TARGET_NAME="all" -> Type: User/machine/group/all Target Name= name of the User/machine/group/all URL= Url of the channel SCHED= Install schedule of Channel CHANNEL STATE = Channel state ORDER = Channel Order of installation PROPS= Any Properties set for the end client

Example:

CONFIG PLUGIN_VERSION="7.0.3"> <SUB_TARGET TARGET_NAME="all" TARGET_TYPE="all"> <TIMESTAMP VALUE="1135711372000" /> <CHANNELS /> <PROPS> <PROP TYPE="" KEY="marimba.subscription.inventory.compliance" VALUE="true" /> </PROPS> </SUB_TARGET> TARGET_MEMBERSHIP> <TARGET TYPE="container" NAME="cn=bmc cm computers,ou=bmc cm,ou=bmc software,dc=marimba,dc=com" /> <TARGET TYPE="machine" NAME="cn=marimba- test1,cn=bmc cm computers,ou=bmc cm,ou=bmc software,dc=marimba,dc=com" /> <TARGET TYPE="container" NAME="cn=bmc cm computers,ou=bmc cm,ou=bmc software,dc=marimba,dc=com" /> <TARGET TYPE="domain" NAME="dc=marimba,dc=com" /> <TARGET TYPE="all" NAME="all" /> </TARGET_MEMBERSHIP> </CONFIG>

End Client Issue 1. Use the Subscription Reporter Channel to determine whether it’s an end client or

Server side issue. If you DO see the plan or output for the user or machine, then it’s an end client issue

2. On the end client Tuner, check the following:

If it's a user based Subscription Policy check the • marimba.security.identity.transmitters and/or • marimba.security.trusted.transmitters properties to verify that the

Transmitter/Mirror/Loadbalancer etc.. are trusted transmitters If it’s a machine based Subscription Policy, check if the

• marimba.subscription.machinename property is set for the Tuner. If so,

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then verify that the Subscription Policy is set for the machine name that is specified for the marimba.subscription.machinename property.

• On the end client Tuner, check the following:

3. Check the Tuner history logs and Subscription Service channel history logs, located under the respective ch.x directory in the Tuner’s workspace (C:\<winnt>\.marimba.\) for any errors or exceptions.

Are there any errors or exceptions in the logs? If so, look up the error or exception in the Marimba Knowledge base for further information.

4. If no information was found pertaining to the exception or error in the Knowledge base, contact BMC Configuration Management Customer Support with the following information:

Product Versions (Tuner, Transmitter, JRE, Subscription Manager, and Subscription Service) End Point Tuner history log(s) Subscription Service Channel directory End Point Tuner’s prefs.txt (from tuner workspace) End Point Tuner’s properties.txt (located under Tuner\lib\tuner\)

Server Side Issue 1. Run the Subscription Reporter to determine if it’s a server side issue. If there is no

output displayed for the user or machine, then focus on the Transmitter/ LDAP side.

2. Confirm that the LDAP machine, Transmitter machine, and the Machine hosting the Subscription Policy Manager and end client machine can resolve each other by host name and IP address. Do a “ping” from:

Subscription Policy Manager Machine Transmitter machine (If they reside on separate machines) Transmitter machine LDAP server End Client machine Transmitter machine

3. Verify that the following CMS settings are correct:

System Settings Data Source LDAP System Settings User Authentication User Authentication Type System Settings User Authentication User Roles

4. Verify the following Subscription Policy Manager Settings are correct:

Subscription Policy Manager Configuration Plugin-In Plug-in Configuration 5. Is the Subscription Service Channel Published to the target Transmitter? Connect to

the target Transmitter using Transmitter Administrator and verify that the “.configurator” extension exists under the Subscription Service channel and the “Channel Segment Properties” when you right mouse click on the extension verify that the settings correspond to those configured in the Subscription Policy Manager Plug-in Configuration.


Figure 1 Transmitter Administrator. Shows Subscription Service published to the Transmitter and the .configurator channel segment properties.

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Figure 2 Transmitter Administrator. Shows the .configurator channel segment properties.

6. Check the User/Machine Subscription Policy under

Subscription Policy Manager Target View


Figure 3 Subscription Policy Manager Target View Page. The “Macromedia Flash Player” channel is assigned to the machine “gakbarza-sjc-93”

7. Next check the LDAP server and confirm that the Subscription Plan is saved under the

Subscription container.

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Figure 4 ADSI Edit connected to the Active Directory Server. Subscription plan saved for machine “gakbarza-sjc-93” Example in Active Directory:


If you can not find the Subscription Container in LDAP, See Setting Up Marimba Subscription in the BMC Configuration Management Subscription Administrator’s guide for setup information:

To determine the properties or channels set through Subscription for the user/ machine/ group,

1. Right mouse click on the object properties Select the MarimbaCom1996-Casetanet-Subscription,” Syntax:“CaseIgnoreString,” and in the Value window, the channel(s) and or the properties assigned to user, machine, or group will be displayed.

2. Check Subscription Service Plug-in logs to confirm that the Subscription Service Plugin received and processed the request from the end client successfully.

Successful Subscription Deployment Log Entries: End Client Subscription Service history logs:

• audit administrator 8500 Subscription service started #Setting machine name 'm6server' for subscription update

• audit administrator 8552 Setting machine name: m6server • audit administrator 8553 Setting user DN:

CN=Administrator,CN=Users,DC=m6master,DC=com • - audit administrator 8554 Setting machine DN:

CN=M6SERVER,OU=Domain Controllers,DC=m6master,DC=com • audit administrator 8534 Process this channel as ASAP channel

according to schedule: INIT SCHEDULE: http://10.10.227.193:5282/test

• audit administrator 8535 The channels next running time is: http://10.10.227.193:5282/test Jan 1, 1970 5:29:59 AM

• audit administrator 8524 Setting channel/tuner property: marimba.schedule.filter=ANYTIME on sun+sat+fri+thu+wed+tue+mon

• audit administrator 8524 Setting channel/tuner property: marimba.subscription.targets=null



• audit administrator 8512 Setting channel state: http://10.10.227.193:5282/test=subscribe

• audit administrator 8511 Marking channel as subscriber: http://10.10.227.193:5282/test

• audit administrator 8615 cannot update because channel does not have an update schedule: http://10.10.227.193:5282/test

• audit administrator 8618 cannot verify because channel does not have a verify schedule: http://10.10.227.193:5282/test



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• audit administrator 8598 Service successfully installed the policies • audit administrator 8501 Subscription service stopped • audit administrator 1152 Channel instance stopped

Subscription Plug-in logs, located in the Transmitter root/data/logs/Channels directory:

1. -audit - 8100 Subscription plugin started 10.10.227.193 audit - 8104 Processed subscription request successfully. Following seven numbers indicate the time required in (ms) for searching (machine,user,machine domain, user domain, groups, subscriptions,total) for machine/user: CN=M6SERVER,OU=Domain Controllers,DC=m6master,DC=com/CN=Administrator,CN=Users,DC=m6master,DC=c om/ : 0 , 0 , 0 , 0 , 47 , 16 , 93, connected to: m6server.m6master.com:3268

2. -audit - 8101 Subscription plugin stopped Note: If there was a problem encountered in any of the steps when determining a server side issue, check the following logs for errors and exceptions: Tuner history logs of Tuner hosting the CMS and Subscription Policy Manager

• Channel history logs of the Subscription Policy Manager

• CMS History and Access logs located under the CMS channel directory in the tuner’s workspace/ data/logs directory

• Transmitter Access and Admin logs

Subscription Service Plug-in Logs (located in txroot\logs\channels)

If there is an error or exception, search the Marimba Knowledge Base for further details. If there is no information was found on the error or exception in the Knowledge base, send the above-mentioned logs to Marimba Product Line Customer Support:

Third-party issue Some issue may not be BMC Configuration Management related. In those cases, the following steps may be helpful in determining a third party issue.

1. To validate the information from the LDAP server, use a third party tool called LDAP Browser or tools provided with Iplanet and AD, such as ldapsearch.exe and ldifde.exe.

Here is an example of the ldapsearch command that Configuration Management uses to simulate a Directory Sever search for a user: Example: C:\>ldapsearch -h 172.23.234.155:389 -b dc=test,dc=com -D cn=Administrator,cn=users,dc=test,dc=com "(&(objectclass=computer)(sAMAccountName=testadmin))" Ldapsearch= Ldapsearch.exe -h= Server and port -b= basedn -D= binddn objectclass= Object class for a person


sAMAccountName= Attribute name for a person

Note: while constructing a ldap query we follow a reverse notation that is the operator is written before operands. As given in the above example we search for a computer with a name of testadmin. The common set of operation are as below

(&(filter1)(filter2)...)) AND Operation (|(filter1)(filter2)...))OR Operation (attr=[leading]*[any]*[trailing]) Substring

Subscription Service search flow for Multi Domain environment

Example:

1. The Subscription Service Plug will read from the following registry and value to

identify the DNS configured for that machine. [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters] [PersistentRoutes] [DNSRegisteredAdapters] [Winsock] [Interfaces]

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[Adapters] DontAddDefaultGatewayDefault = 0 DeadGWDetectDefault = 1 UseDomainNameDevolution = 1 IPEnableRouter = 0 NV Domain = child.master.com EnableSecurityFilters = 0 AllowUnqualifiedQuery = 0 NV Hostname = childmember PrioritizeRecordData = 1 Domain = child.master.com Hostname = childmember SearchList = NameServer = EnableICMPRedirect = 1 ForwardBroadcasts = 0 DataBasePath = [B@3bd583 DNSFindServers: found DNS-suffix child.master.com DNSFindServers: found network-interface {D11A5CD2-BF05-44D7-B055-1E42021671B5} DNSFindServers: found server 10.10.227.193 DNSFindServers: found network-interface {D879D0FE-B431-4D65-B89A-67F62CE448F3} DNSFindServers: found network-interface {E7E1F818-260D-485F-911D-6774CFFB9301} DNSFindServers: found server 10.10.227.193

2. Once it identifies the DNS server as 10.10.227.193, it’ll query the DNS to identify the domain it belongs to and then query for the nearest DC. LDAPConnection#getHostRecs: domain prefix and path 2 = _ldap._tcp.dc._msdcs.child.master.com DNS: looking up service _ldap._tcp.dc._msdcs.child.master.com DNS: sending query to 10.10.227.193 query-id: 0 DNS: received reply from 10.10.227.193 DNS: id 0 DNS: rcode: 0 DNS: answers: 1 LDAPConnection.lookupSrvRecords: _ldap._tcp.dc._msdcs.child.master.com LDAPConnection.lookupSrvRecords: domain child.master.com LDAPConnection.lookupSrvRecords: hosts SRVResourceRecord[priority=0, weight=100, target=marimbalab02.child.master.com, port=389] LDAPConnection.lookupSrvRecords: final order 0 marimbalab02.child.master.com:389 Total records found = 1

3. In this case it identifies the DC, marimbalab02.child.master.com. After that it will try to connect to this DC and list all the GCs available in the forest. domain prefix = _ldap._tcp.dc._msdcs.child.master.com LDAPConnection: connected to host 0 : LDAPConnection.Connection[host=marimbalab02.child.master.com:389, touched=Fri Dec 02 23:59:11 IST 2005] LDAPConnection:idle 0, inUse=1<16, c.hostmarimbalab02.child.master.com:389 LDAPConnection: connected to host 0 : LDAPConnection.Connection[host=marimbalab02.child.master.com:389, touched=Fri Dec 02 23:59:11 IST 2005] LDAPConnection:idle 0, inUse=1<16, c.hostmarimbalab02.child.master.com:389 Attribute Value: CN=Configuration,DC=master,DC=com LDAPConnection: LDAPConnection.search: objectclass=subnet LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host marimbalab02.child.master.com:389, inUse=0<16 LDAPConnection#getCurrentSite: unable to get the currentSite, using default LDAPConnection#getCurrentSite: unable to get the currentSite, using default LDAPConnUtils.getCurrentSite2: Default-First-Site-Name LDAPConnection2: getserverattributes called LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host


marimbalab02.child.master.com:389, inUse=0<16 Attribute Value: DC=master,DC=com LDAPConnUtils.getDomainRoot: domain as DC = DC=master,DC=com LDAPConnectionCache: setLDAPConfig: nldapCfg is not null LDAPConnUtils.getDNFromDomain: domainAsDC = dc=child,dc=master,dc=com LDAPConnection.createLDAPConnectionToGC LDAPConnectionCache: setLDAPConfig: nldapCfg is not null LDAPConnUtils.getDNFromDomain: domainAsDC = dc=child,dc=master,dc=com LDAPConnection.createLDAPConnectionToGC LDAPConnection.lookupSrvRecords: _ldap._tcp.Default-First-Site-Name._sites.gc._msdcs.master.com LDAPConnection.lookupSrvRecords: domain child.master.com LDAPConnection.lookupSrvRecords: other hosts SRVResourceRecord[priority=0, weight=100, target=server.master.com, port=3268] LDAPConnection.lookupSrvRecords: requested domain SRVResourceRecord[priority=0, weight=100, target=marimbalab02.child.master.com, port=3268] LDAPConnection.lookupSrvRecords: final order 0 marimbalab02.child.master.com:3268 LDAPConnection.lookupSrvRecords: final order 1 server.master.com:3268 Total records found = 2

4. And then it tries to list all the domains in the forest domain prefix = _ldap._tcp.dc._msdcs.child.master.com LDAPConnection: connected to host 0 : LDAPConnection.Connection[host=marimbalab02.child.master.com:389, touched=Fri Dec 02 23:59:17 IST 2005] LDAPConnection:idle 0, inUse=1<25, c.hostmarimbalab02.child.master.com:389 Attribute Value: CN=Configuration,DC=master,DC=com LDAPConnection#DomainTrees: get all domains? false LDAPConnection#DomainTrees: treeSearchBase = cn=Partitions,CN=Configuration,DC=master,DC=com LDAPConnection#DomainTrees: treeFilter = nETBIOSName=* LDAPConnection: LDAPConnection.search: nETBIOSName=* LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host marimbalab02.child.master.com:389, inUse=0<25 lDAPConnection: after th search for the partition list LDAPConnection#DomainTrees: enumerate element for domain trees, element num LDAPConnUtils: getDCOnly =DC=child,DC=master,DC=com LDAPConnection#DomainTrees: curName = DC=child,DC=master,DC=com LDAPConnection#DomainTrees: enumerate element for domain trees, element num LDAPConnUtils: getDCOnly =DC=master,DC=com LDAPConnection#DomainTrees: curName = DC=master,DC=com LDAPConnection#DomainTrees: adding root domain = DC=master,DC=com

5. Then it connects to the nearest GC and queries the Subscription Config object to get all the Subscription plugin properties. domain prefix = _ldap._tcp.gc._msdcs.child.master.com LDAPConnection: connected to host 0 : LDAPConnection.Connection[host=server.master.com:389, touched=Thu Dec 08 02:00:36 IST 2005] LDAPConnection:idle 0, inUse=1<16, c.hostserver.master.com:389 LDAPConnection: connected to host 0 : LDAPConnection.Connection[host=marimbalab02.child.master.com:3268, touched=Thu Dec 08

• 02:00:36 IST 2005] LDAPConnection:idle 0, inUse=1<16, c.hostmarimbalab02.child.master.com:3268 LDAPConnection: connected to host 0 : LDAPConnection.Connection[host=marimbalab02.child.master.com:3268, touched=Thu Dec 08

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• 02:00:36 IST 2005] LDAPConnection:idle 0, inUse=1<16, c.hostmarimbalab02.child.master.com:3268 LDAPConnection2: getserverattributes called LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host server.master.com:389, inUse=0<16 LDAPConnection: CN=Subscription Config,OU=Marimba,DC=master,DC=com LDAPEnv: reading Subscription Config: CN=Subscription Config,OU=Marimba,DC=master,DC=com LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host marimbalab02.child.master.com:3268, inUse=0<16 LDAPConnection: LDAPConnection: getConfig CN=Subscription Config,OU=Marimba,DC=master,DC=com LDAPConnection: CN=Subscription Config,OU=Marimba,DC=master,DC=com LDAPEnv: reading Subscription Config: CN=Subscription Config,OU=Marimba,DC=master,DC=com LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host marimbalab02.child.master.com:3268, inUse=0<16 LDAPConnection: LDAPConnection: getConfig CN=Subscription Config,OU=Marimba,DC=master,DC=com LDAPConnection: marimba.subscriptionplugin.requireentriesinldap=false LDAPConnection: marimba.subscriptionplugin.userclass=user LDAPConnection: marimba.compliance.grouptocache=cache_onlyall LDAPConnection: marimba.subscriptionmanager.ldapschemaversion=6.0 LDAPConnection: marimba.subscriptionplugin.collectionbase=ou=Collections,dc=master,dc=com LDAPConnection: marimba.subscriptionplugin.usetransmitterusers=false LDAPConnection: marimba.subscriptionplugin.groupclass=group LDAPConnection: marimba.subscriptionplugin.ldapcollectionsched=on LDAPConnection: marimba.subscriptionplugin.groupnameattr=cn

LDAPConnection: marimba.subscriptionplugin.subscriptionbase=ou=Subscriptions,dc=master,dc=com LDAPConnection: marimba.subscriptionplugin.machinenameattr=cn LDAPConnection: marimba.compliance.calculatecomphost=server LDAPConnection: marimba.subscriptionplugin.collectionmachinebase=cn=MarimbaComputers,cn=Computers,dc=master, dc=com LDAPConnection: marimba.subscriptionplugin.ldapcollectionbase=ou=LDAPCollections,dc=master,dc=com LDAPConnection: smprop.subscriptiondomain=master.com LDAPConnection: marimba.compliance.cachesched=every 1 days update every 2 minutes between 12:00AM and 11:59PM LDAPConnection: marimba.subscriptionplugin.groupmemberattr=member LDAPConnection: marimba.subscriptionplugin.machineclass=computer LDAPConnection: marimba.subscription.acl=false LDAPConnection: marimba.subscriptionplugin.useridattr=sAMAccountName LDAPConnection: marimba.subscriptionplugin.collectionmode=centralized LDAPConnection: marimba.subscriptionmanager.hideentries="ou=Subscriptions,dc=master,dc=com","ou=SpecialUsers, dc=master,dc=com","ou=acl,dc=master,dc=com","ou=Marimba,dc=master,dc=com"

6. The Endpoint will send the userdn and machine to the plugin and this information is used by the plugin to query the AD to identify the plans. The plugin may get this information at any point of time. LDAPDataSourceUtils: machine = CN=MASTERMEMBER1,CN=Computers,DC=master,DC=com LDAPDataSourceUtils: userdn = ADCN=sri,CN=Users,DC=master,DC=com LDAPDataSourceUtils: able to obtain the userdn and machine dn without a query LDAPDataSourceUtils: -- userdn = CN=sri,CN=Users,DC=master,DC=com LDAPDataSourceUtils: -- machinedn = CN=MASTERMEMBER1,CN=Computers,DC=master,DC=com LDAPDataSource: user and machine dns 2 targetDNs size: 2


7. Once it received the userdn and the machinedn, it looks into the MemberOf attribute to discover the group membership (to prepare the plan assigned for this particular user or machine)

If this particular user /machine are a member of multiple groups then it’ll look for policy for all the groups it belongs recursively LDAPConnUtils: connection to GC, domain = child.master.com LDAPConnUtils:escaping the DN = cn=mastermember1,cn=computers,dc=master,dc=com LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host marimbalab02.child.master.com:3268, inUse=0<25 LDAPConnUtils.getGroupMembership: skipping connection to DOMAINPATH DC, domain = child.master.com LDAPConnUtils: current target = cn=mastermember1,cn=computers,dc=master,dc=com LDAPConnUtils: DN = master.com LDAPConnectionCache: ldapCfg prop = poolsize,value = 25 LDAPConnectionCache: ldapCfg prop = userrdn,value = cn=cmsuser,cn=Users,dc=master,dc=com LDAPConnectionCache: ldapCfg prop = site,value = Default-First-Site-Name LDAPConnectionCache: ldapCfg prop = domainpath,value = child.master.com LDAPConnectionCache: ldapCfg prop = useSSL,value = false LDAPConnectionCache: ldapCfg prop = vendor,value = ActiveDirectory LDAPConnectionCache: ldapCfg prop = allowprovision,value = false LDAPConnectionCache: ldapCfg prop = forestRoot,value = master.com LDAPConnectionCache: ldapCfg prop = password,value = c2xhc2htcmJh LDAPConnectionCache: ldapCfg prop = domainAsDN,value = dc=child,dc=master,dc=com LDAPConnectionCache: ldapCfg prop = lastGoodExpTimeMins,value = 5

Escaping the DN means resolving the Group membership Connected to Collection domain to resolve the group membership for the Machine DN LDAPConnUtils.getGroupMembership: connection to Collection domain, domain = master.com LDAPConnUtils:escaping the DN = cn=mastermember1,cn=computers,dc=master,dc=com LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host server.master.com:3268, inUse=0<25 LDAPConnUtil.getGroupMembership: isAddGlobalGrps value:false LDAPConnUtil.getGroupMembership: AD with Auto Discovery LDAPConnectionCache: ldapCfg prop = poolsize,value = 25 LDAPConnectionCache: ldapCfg prop = userrdn,value = cn=cmsuser,cn=Users,dc=master,dc=com LDAPConnectionCache: ldapCfg prop = site,value = Default-First-Site-Name LDAPConnectionCache: ldapCfg prop = domainpath,value = child.master.com LDAPConnectionCache: ldapCfg prop = useSSL,value = false LDAPConnectionCache: ldapCfg prop = vendor,value = ActiveDirectory LDAPConnectionCache: ldapCfg prop = allowprovision,value = false LDAPConnectionCache: ldapCfg prop = forestRoot,value = master.com LDAPConnectionCache: ldapCfg prop = password,value = c2xhc2htcmJh LDAPConnectionCache: ldapCfg prop = domainAsDN,value = dc=child,dc=master,dc=com LDAPConnectionCache: ldapCfg prop = lastGoodExpTimeMins,value = 5

Connected to child domain and trying to resolve the group membership for the User DN LDAPConnUtils: connection to GC, domain = child.master.com LDAPConnUtils:escaping the DN = cn=sri,cn=users,dc=master,dc=com LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host marimbalab02.child.master.com:3268, inUse=0<25 LDAPConnUtils.getGroupMembership: skipping connection to DOMAINPATH DC, domain = child.master.com LDAPConnUtils: current target = cn=sri,cn=users,dc=master,dc=com LDAPConnUtils: DN = master.com LDAPConnectionCache: ldapCfg prop = poolsize,value = 25 LDAPConnectionCache: ldapCfg prop = userrdn,value = cn=cmsuser,cn=Users,dc=master,dc=com

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LDAPConnectionCache: ldapCfg prop = site,value = Default-First-Site-Name LDAPConnectionCache: ldapCfg prop = domainpath,value = child.master.com LDAPConnectionCache: ldapCfg prop = useSSL,value = false LDAPConnectionCache: ldapCfg prop = vendor,value = ActiveDirectory LDAPConnectionCache: ldapCfg prop = allowprovision,value = false LDAPConnectionCache: ldapCfg prop = forestRoot,value = master.com LDAPConnectionCache: ldapCfg prop = password,value = c2xhc2htcmJh LDAPConnectionCache: ldapCfg prop = domainAsDN,value = dc=child,dc=master,dc=com LDAPConnectionCache: ldapCfg prop = lastGoodExpTimeMins,value = 5

Connected to Collection domain and trying to resolve the group membership for the User DN LDAPConnUtils.getGroupMembership: connection to Collection domain, domain = master.com LDAPConnUtils:escaping the DN = cn=sri,cn=users,dc=master,dc=com LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host server.master.com:3268, inUse=0<25 LDAPDataSource: user and machine dns 0 targetDNs size: 2 LDAPConnUtils::getEnclosingContainers() dn = cn=mastermember1,cn=computers,dc=master,dc=com LDAPConnUtils: container for searching = cn=computers,dc=master,dc=com LDAPConnUtils: container for searching = dc=master,dc=com LDAPConnUtils::getEnclosingContainers() dn = cn=sri,cn=users,dc=master,dc=com LDAPConnUtils: container for searching = cn=users,dc=master,dc=com LDAPConnUtils: container for searching = dc=master,dc=com LDAPDataSource: container dns 3 targetDNs size: 5

8. Below is the ldap query which is made to search for any plan assigned to above resolved groups LDAPConnection: LDAPConnection.search: (|(marimbaCom1996-Castanet-SubscriptionTargetDN2=cn=mastermember1,cn=computers,dc=master,dc=com)(marimbaCom1996-Castanet- SubscriptionTargetDN2=cn=sri,cn=users,dc=master,dc=com)(marimbaCom1996-Castanet- SubscriptionTargetDN2=cn=computers,dc=master,dc=com)(marimbaCom1996-Castanet-SubscriptionTargetDN2=dc=master,dc=com) (marimbaCom1996-Castanet-SubscriptionTargetDN2=cn=users,dc=master,dc=com)(marimbaCom1996-Castanet- SubscriptionTargetAll=true)(cn=mrbacheckaccesstoken))

9. The above LDAP query will return the plans being assigned to the endpoint , which will eventually be sent as the config.xml to the endpoint LDAPConnection: getConnection() idle =1, inUse=0 LDAPConnection: Got idle 0 host server.master.com:3268, inUse=0<25 LDAPDataSource: TargetName all; TargetType all LDAPDataSource: targetName=all; targetType=all logon.notify,http://localhost:5282/Marimba/Current/HelpChannel=true logon.action,http://localhost:5282/Marimba/Current/HelpChannel=updatestart LDAPDataSource: targetName=cn=mastermember1,cn=computers,dc=master,dc=com; targetType=machine LDAPDataSource: channel = http://10.10.227.52:5282/Sri/Multidomain_newtest=subscribe,contenttype.application http://10.10.227.52:5282/Sri/Multidomain_newtest=subscribe,contenttype.application Writing Node: tag: 2 name: SUB_TARGET child Nodes: 3 Writing Node: tag: 8 name: TIMESTAMP child Nodes: 0 Writing Node: tag: 3 name: CHANNELS child Nodes: 0 Writing Node: tag: 4 name: PROPS child Nodes: 2 Writing Node: tag: 6 name: PROP child Nodes: 0 Writing Node: tag: 6 name: PROP child Nodes: 0 Writing Node: tag: 2 name: SUB_TARGET child Nodes: 4 Writing Node: tag: 7 name: TARGET_DN child Nodes: 0 Writing Node: tag: 8 name: TIMESTAMP child Nodes: 0 Writing Node: tag: 3 name: CHANNELS child Nodes: 1 Writing Node: tag: 5 name: CHANNEL child Nodes: 0 Writing Node: tag: 4 name: PROPS child Nodes: 0 Writing Node: tag: 9 name: TARGET_MEMBERSHIP child Nodes: 6 Writing Node: tag: 10 name: TARGET child Nodes: 0 Writing Node: tag: 10 name: TARGET child Nodes: 0 Writing Node: tag: 10 name: TARGET child Nodes: 0 Writing Node: tag: 10 name: TARGET child Nodes: 0 Writing Node: tag: 10 name: TARGET child Nodes: 0 Writing Node: tag: 10 name: TARGET child Nodes: 0 Sending reply; caching not enabled


10. The connection will close once it is no longer used. LDAPConnection: closing connection due to idle time out on marimbalab02.child.master.com:389 LDAPConnection: closing connection due to idle time out on server.master.com:3268 LDAPConnection: closing connection due to idle time out on marimbalab02.child.master.com:389 LDAPConnection: closing connection due to idle time out on server.master.com:389 LDAPConnection: closing connection due to idle time out on server.master.com:3268

Subscription troubleshooting For further information on this section see:


• BMC Configuration Management Policy Management Administrator’s Guide




Problem Description: Group based Subscription not working Possible Causes:

• End client tuner is not trusting the Master/Mirror/Load Balancer

• transmitter

• Plan not saved for user or machine in LDAP • Subscription Plug-in can not resolve group membership in LDAP • Incorrect Subscription Service Plug-in configuration • Network issues


• Check the marimba.security.trusted.transmitters and marimba.security.identity.transmitters tuner properties on the end client to verify that they include the host name or subnet, ip address of the Transmitter hosting Subscription Service Plugin

• Search under the Subscriptions Container in LDAP to ensure the plan for the user/machine/group is saved correctly

• Verify that the target users and machines are in the same forest. In case of multi-domain, ensure that Subscription Plugin is using Autodiscovery.

• Run an ldapsearch or ldifde query to verify that the group membership can be resolved.

Problem Description: Channel Ordering not working Possible Causes:

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• Channel ordering not set through Subscription Policy Manager

• Channel order not saved in LDAP

• Some of the ordered channels have schedules set that are past due

• Some of the ordered channels have active dates set and will install once the Tuner scheduler, by default 2mins, starts.


• Check the Channel Ordering Subscription Policy Manager -Check LDAP to verify that the channel ordering is saved for the target under the Subscriptions Container.

Note: The channelorders are saved in a separate attribute in LDAP called channelorder in the form channelURL=order. The plugin on a request from client reads the channel attribute and then checks to see if there is a corresponding channelorder for that channel (i.e. channel url) and then sets the ORDER in the config.xml as an attribute of the CHANNEL element. The Subscription Service at the client end saves the order in Channel objects and sorts the channels based on this order and applies them in the sorted order)

• Check whether any of the channel(s) in the Subscription Policy have schedules set by Subscription Policy Manager that have passed

• Set the tuner property marimba.schedule.startdelay=0 to set no delay for the Tuner Scheduler

Problem Description: Subscription takes too long to install/update channel(s) Possible Causes:

• Slow network connection

• Target part of many groups


• Check network connection between end client and Transmitter and Transmitter to AD/LDAP.

• Run an “ldapsearch” or “ldifde” query directly from AD/LDAP to determine how long the query takes.

Problem Description: Subscription Service not updating Possible Causes:

• Tuner scheduler is not enabled

• Subscription Service schedule is set to “NEVER” update

• Subscription Service Channel is corrupted

• Subscription Black out Period is set


• Tuner workspace is corrupted


• Verify that the Tuner property “marimba.schedule.filter” is not set “NEVER”. If it set to “NEVER” then either use Tuner Administrator, Channel Manager, or directly edit the tuner prefs.txt to enable the scheduler. Example: marimba.schedule.filter=ANYTIME on sun+sat+fri+thu+wed+tue+mon)

• Verify the Subscription Service Channel Schedule either through Tuner Admin or Policy Manager (Subscription Policy Manager/Target View/”Subscription Policy Service Schedule”

• Delete Subscription Service off the end client and then re-subscribe.

• Verify that the Black out period is not set in the Subscription Policy Manager for the particular user/group.

Problem Description: Not able to save Subscription Plans to LDAP Possible Causes:

• The user logged into CMS does not have enough permission to write to the “Subscriptions” container

• LDAP settings for CMS or Plug-in not configured properly

• Network issues between CMS and LDAP


• In LDAP check the permission on the logged in user, to confirm that they have read and write permissions on the Subscriptions Container

• Verify the settings to connect to Directory Service under CMS System Settings/Data Source/LDAP and also the Subscription Plug-in settings under Subscription Policy Manager/Configuration/ Plug-in

• “Ping” to verify if there is a successful connection to the LDAP server from the machine hosting CMS

Problem Description: Having problems in configuring SPM. Getting below message. “Failed to connect to the global catalog. Make sure the global catalog is running and the forest is set up correctly. Also, confirm that the DNS of the current domain is configured for Active Directory.” Possible Causes :

• Global Catalog may not be enabled for the Domain. If you have just enabled, it

• may take some time to replicate the entries in AD ( ~15 mins).

• Domain name specified in the System settings may not be reachable.

• TCP/IP -> DNS settings of the CMS machine might not have been configured properly.

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Debugging Strategy :

• Ensure whether Global Catalog is enabled for the Domain in Active Directory Sites and Services. Wait for 15 minutes after enabling Global Catalog.

• Ensure that the CMS/SPM machine can ping the AD domain. If not, check the DNS configuration in CMS/SPM machine.

Problem Description: Having a multi-domain architecture, schema is installed on the parent and subscription objects are installed on the child. The new user added in the parent domain is not visible in the target view. Possible Causes :

• Global Catalog may not be enabled .

• User is not replicated to the Global Catalog

• CMS logged in user does not have read permission to the container that this user is in.

Debugging Strategy :

• Ensure whether the particular user is replicated successfully.

• Ensure Global catalog to be enabled atleast at one domain(may be on parent or child).

• Check the permissions of the logged in user of CMS on this new user.

Problem Description: Unable to Log on to the CMS . Getting the following error “Invalid Username/password,”You are not Authorized to access this server” Possible Causes:

• Verify the user name/password

• Ensure that the user is part of the groups specified

• Network issue.


• Try logging into the CMS using the user principal name, ex username@domain

• Verify the group membership of the user in LDAP server.

• Try to ping the domain name

• Restart the console server.

Problem Description: Subscription Service not updating Possible Causes:

• Subscription Service schedule is set to “never” update


• Subscription Service Channel is corrupted

• Subscription Black out Period is set

• Tuner scheduler is not enabled


• Verify that the Tuner property “marimba.schedule.filter” is not set “NEVER”.

• Verify the Subscription Service Channel Schedule either through Tuner Admin or Subscription Manager (Subscription Policy Manager/Target View/”Subscription Policy Service Schedule”

• Delete Subscription Service off the end client and then re-subscribe.

• Verify that the Black out period is not set in the Subscription Policy

Problem Description: Not able to save Subscription Plans to LDAP Possible Causes:

• The user logged into CMS does not have enough permission to write to the “Subscriptions” container.

• LDAP settings for CMS or Plug-in not configured properly

• Network issues between CMS and LDAP


• In LDAP check the permission on the logged in user, to confirm that they have read and write permissions on the Subscriptions Container

• Verify the settings to connect to Directory Service under CMS System Settings/Data Source/LDAP and also the Subscription Plug-in settings under Subscription Policy Manager/Configuration/ Plug-in

• “Ping” the LDAP server from the machine hosting CMS

Problem Description: Having problems in automatic discovery of Active Directory Domain. Getting the below error message "Unable to discover an Active Directory domain. Make sure that this machine is in a forest." Possible Causes:

• Machine hosting SPM/CMS may not be able to connect to the AD domain.

• Machine hosting SPM/CMS may not be a member of AD domain.

• Machine hosting SPM/CMS may not be configured with correct DNS settings.


• Verify whether Domain name shows as correct domain in System Settings -> Data Source -> Directory Server.

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• Ensure whether CMS/SPM machine is able to ping the ActiveDirectory domain. If not, check the DNS configuration in CMS/SPM machine.

• For machines that are outside the Active Directory domain, you will need to set the Tuner property: “marimba.ldap.admanagementdomain" to the domain name you want that machine to use. This Tuner property needs to be set on the machines hosting Subscription Policy Manager, CMS, and Report Center

Problem Description: While editing a package in Package View, get the following exception Javax32 .naming.NameNotFoundException: [LDAP: error code32 ..] Possible Causes:

• The collection object is deleted in the directory service


• Check if the computer name specified in the exception exist in the collection

• Remove the reference to collection in the targettype attribute in the LDAP server

Problem Description: Cannot view all the users and groups in Subscription Policy Manager Possible Causes:

• The marimba.subscriptionplugin.userbase property not pointing to the root of the domain, in case of non-AutoDiscovery.

• -User information is not yet replicated to the global catalog server in the plug-in domain.

• Check if “Auto discovery” is enabled in the system settings.


• Verify that the plugin properties for userbase, machinebase, and groupbase are pointing to the root of the domain, in the Directory Server Subscription Config object.

• Wait for AD replication ( ~15 mins)

Problem Description: Error while running LDIF Scripts Possible Causes:

• Invalid username/password

• The user running the scripts is not a part of the Schema Admins groups

• Incorrect partitions specified in the ldif scripts

• Scripts not run on the schema master domain



• Re-check the user name/password specified

• Ensure that the schema extension script is run on the domain controller which is the schema master in the domain.

• Check the syntax for the command-line argument to run the ldif scripts

Server management Server Management has three components, Deployment Manager (SDM), Deployment Service (DS) and Content Replicator (REP). When diagnosing an issue with Server Management, we need to look at the server and client side.


• Server Management 7.0 and later

• Basic Knowledge of Server Management


Server Side or Client Side Issue For failed deployment(s), a good place to start would be to the “Server Run Logs.” The Server run logs will help to determine the cause of the failure. These logs can be found in the Deployment Manager Root directory path. The root directory is the directory in which Deployment Manager stores all its configuration information and log files. This can be accessed by going to Deployment Manager Settings “Set Root Directory.” Another option would be actually go to the Control and Monitoring Page Job “history”

Select the “Job Run ID” Under the “Server Group Runs” click on the link for the Server Group Select the URL of the Server under “Server Name” and Select “View Complete” server run log link.

If the last line in the Server run logs is a “…Service Processing…” entry then this is an indication that the Content Replicator has not completed the task or that the Content Replicator may be in an unresponsive state. For such an issue, Tuner Admin to the end point tuner and confirm if the Content Replicator is responsive. Start and stop the Content Replicator channel and re-run the deployment. If the Content Rep. continues to remain in the “running” state for a long period of time, then take a thread dump from the end client machine.

There are three types of deployments:

• Distribution using Content Replicator

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• Executing Remote System Commands

• Distributing custom and Application Packaged channels

The following troubleshooting section discusses debugging certain issues related with these types of deployments.

Server troubleshooting For further information on this section see:


• BMC Configuration Management Server Management Administrator’s Guide

• BMC Configuration Management Server Management Command-Line Interface Guide

• BMC Configuration Management System Requirements Guide


Server side Problem Description: Deployment Manager not starting Possible Causes:

• Insufficient RAM on the machine hosting the Deployment Manager

• Incorrect -Xms -Xmx Java heap settings

• Port 8000 already in use.

• No Read permission for the SDM to access its workspace

• SDM has to load large number of objects

• Older version of SDM (6.x) is running on a later version of tuner (7.x)


• Verify that the machine hosting the SDM, has the recommended RAM, see Server Management release notes

• Determine the size of the memory consumed during the start up and allocate the memory accordingly.

• Check to see if there is some other application using the SDM port.

• Look at the SDM server history logs for any error messages indicating why the SDM is not starting

• Make sure SDM and Tuner are both 7.x version

Problem Description: Not able to see the objects (folder, task, deployments, etc) in the SDM


Possible Causes:

• SDM Database is not running

• User cache property enabled in the SDM properties.txt


• Check the objects in the Database to see if they are present

• Look for the user cache property in the SDM properties.txt located in the SDM channel directory

Problem Description: SDM not able to communicate with the target machines Possible Causes:

• SDM caching the old IP address of the end client

• Incorrect host name configuration in the server group

• Incorrect credentials configuration

• RPC configured incorrectly in the Server Keychain(s)

• Incorrect protocol (endpoint tuner is SSL-enabled)


• Confirm you can Tuner Admin from machine hosting SDM to the end client machine hosting SDM Client

• Restart end client Tuner

• From “Key Chain” page in SDM, verify that you can connect to the end client

• Check if there has been an IP address change on end client machine, if so then add the tuner cache expire properties (marimba.tuner.iphost.expire and marimba.tuner.iphost.refresh) Increase the SRT (server response time) and Grace period in the SDM settings tab

• Check if endpoint tuner is SSL-enabled

Problem Description: Deployment Manager hangs Possible Causes:

• Pagination is slow due to too many objects

• SDM tuner running out of memory

• DB connection is lost


• See if there are a large number of objects (> 1000). If so, then set the following

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property in the sdmproperties.txt file in the Deployment Manager workspace:

• dm.cache.objects=true Check to see if the –Xms and –Xmx settings are appropriate

• Check to make sure DB is running and the SDM can connect to the DB

Problem Description: SDM slow responses Possible Causes:

• Insufficient RAM on the machine hosting the SDM

• Large number of objects in the SDM

• Endpoint queuing up the logs and not sending them back to SDM


• Adjust the -Xms -Xmx Java heap settings on the machine hosting the SDM

• Check the Server Run logs for out of memory or other errors

• Check the endpoint Deployment Service channel directory for possible job accumulation

Problem Description: Server response times out Possible Causes:

• Slow network

• Endpoint tuner not responding back

• SDMClient not responding back

• Endpoint queuing up the logs and not sending them back to SDM


• Look for the SRT (Server response time) and the grace period value and adjust according to network speed

• Tuner admin to the endpoint tuner from the SDM tuner to verify successful connectivity

• Delete SDMClient and re-subscribe

• Check the endpoint Deployment Service channel directory for possible job accumulation

Problem Description: Unable to bind deployment manager port to a specific IP address. Possible Causes:


• Issue with multiple NIC cards


• If initiating the connection from CMS for SDM, check if there are multiple NIC cards. Also Check if the CMS is running on the same machine. By default CMS will bind to all NIC cards. So first we have to bind the address for the CMS using GUI CMS configuration. SDM does not have option to bind using SDM GUI. Adding property server.connect.ipaddr=<Specific IP address> in csf.txt of the CMS should help

Problem Description: Control and Monitoring page takes a long time to display objects Possible Causes:

• Too many objects that it is trying to load every time from the Database

• Pagination is slow due to high number of objects

• Report Center Database machine name is incorrect


• See if there are a large number of objects (> 1000). If so, then set the following property in the sdmproperties.txt file in the Deployment Manager workspace:

dm.cache.objects=true • Make sure the Report Center Database name is correct

Problem Description: Deployment Manager timing out before SRT (Server Response Time) Possible Causes:

• Endpoint tuner is offline or not running


• Check to see if the endpoint tuner is running and online.

Problem Description: Unable to use RC query to list servers Possible Causes:

• Report Center is not running

• Report Center is not configured to include SDM hostname

• Database is not running

• Query not saved in the Deployment Manager group in Report Center

• Connection from SDM machine to Report Center machine is not available

• DNS is not configured correctly.

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• Machine is represented with a different domain name in the DNS.


• Check to see if Report Center and Database are running

• Check connectivity between the SDM and Report Center machines

• Run the query in Report Center to see that correct results are retrieved

• Check to see that the query is saved in Deployment Manager group in Report Center

• Ensure that the query returns name, machine_domain, rpcport, rpcsslport.

• If the machine is represented in the DNS with a different domain name.

• Ensure that DNS is configured correctly, so that ipconfig /all command gives the DNS suffix information.

Problem Description: Deployment Fails when executing Remote System Commands Possible Causes:

• SDM can not connect to end client due to Server credential issue

• Incorrect path for the Remote system command

• Missing arguments in the command

• SDM unable to locate the file specified in the command

• The command might fails outside the tuner’s context on the end point


• Make sure the full path is given for the Remote system command

• Check to see if the command needs further parameters

• Check to make sure the command runs from command line on the end

• point outside of the Tuner

Problem Description: Deployment fails when distributing custom and application packaged channels Possible Causes:

• Channel URL is incorrect in the task

• SDM not connecting to the end client due to Server credential issue


• Check the URL in the publish or install task

• Ping the end client machine form the machine hosting the SDM

• Verify that you can connect to the end point through Tuner Administrator


Problem Description: Deployment Fails when endpoint needs a reboot after patch installation Possible Causes: Return code is not written to the Patch Service history log

• SDMClient not parsing the return code from Patch Service history log


• Make sure the return code (41106) is written to the Patch Service history log

• Check to see if SDMClient is sending the correct return code to the SDM

Problem Description: Deployment Manager schema is not upgraded Possible Causes:

• DB system username/password is incorrect

• Schema Manager does not show latest schema

• DB is not running


• Make sure DB is running

• Check to see if the core schema in the Schema Manager is the latest version

• Check to make sure the system username/password specified is correct

Problem Description: SDM folders missing permission settings after upgrade to 7.x Possible Causes: LDAP setting is disabled on the SDM

• LDAP connection is not available

• SDM User Database export file is corrupt


• Enable LDAP setting on SDM before exporting the User/Group DB permissions

Problem Description: Error when importing the SDM User DB Permissions file Possible Causes: Running import on a Windows box and moving the file to a Unix box

• LDAP setting is disabled on the SDM

• ‘\n’ ASCII character appended to the filename

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• Enable LDAP setting on SDM before exporting the User/Group Database permissions

• Make sure the filename does not have extra characters

• Use Windows FTP

Problem Description: Deployment Manager import fails during 6.x to 7.x upgrade Possible Causes:

• Object names have spaces in them

• Export was not successful

• Missing arguments in the command

• SDM unable to locate the file specified in the command

• The command might fails outside the tuner’s context on the end point


• Make sure the full path is given for the Remote system command

• Check to see if the command needs further parameters

• Check to make sure the command runs from command line on the end point outside of the Tuner

Problem Description: Tasks missing in SDM after upgrade to 7.x Possible Causes: Application packager not subscribed on the SDM tuner for NCP tasks

• Content Replicator not subscribed to SDM tuner for Rep tasks


• Clean out the SDM Database, subscribe to the Application Packager/Content Replicator

• Restart SDM and Import SDM objects into DB

Problem Description: Deployment Fails after upgrade to 7.x Possible Causes: Extra characters (for example, \) added to the command

• Objects not imported properly

• Missing objects in the DB after upgrade



• Check to make sure the commands are correct (no extra characters)

• Check to see if all objects associated with the deployment are present in the DB

Client Side Problem Description: Command response times out Possible Causes:

• Slow network


• Change the CRT (command response time) to accommodate the slow network speed

Problem Description: SDM Client Tuner Hanging Possible Causes:

• Network problems

• RPC issues


• Check if the SDM became in the unresponsive state while running a job

• Confirm that the Rep can connect to the transmitter

• Check if the Rep and SDMClient are in running state, when there is no deployment

• Restart the tuner

Problem Description: Rep Deployment failing Possible Causes:

• Server Side:

• Url specified in the task is incorrect • SDM not connecting to the end client due to Sever credential issue(s)

• Client Side:

• Not enough disk space on the end client machine • bad checksum: Source file is changing while publishing • Same source is being accessed by different Rep deployments • Not enough Permissions to access the files • Source and target files are locked by another application during Rep

Deployment

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• Rep unable to connect to the transmitter • Rep trying to install a channel, which is not available on the transmitter • Slow network • Bad Magic error occurs when the Transmitter is busy doing GC and

unable to send proper heartbeat message to Content Rep.


• Server Side:

• Check the Url in the publish or install task • Ping the end client machine from the SDM machine to verify that it can

connect successfully • Try connection to end client using Tuner Administrator

• Client Side:

• Check the disk space on the end client machine • Check to see if the context under which the tuner is running has

permission to access the files • Slow network will cause server-processing entries in the SDM logs • Increase the CRT (Command Response Time) to avoid Rep time out in

slow networks • Check to see if another application(s) running on the end client is

accessing the installation files Note: Set the work.dir argument in the task to remove the .rep folder created in the source

or install directory

Problem Description: Rep channels become unnamed channels on the Transmitter Possible Causes:


• Txroot or source dir is locked

• Rep publish fails creating an unnamed channel

• Txroot is deleted


• Check Transmitter Admin logs for corruption. If corruption exists, run TxVerify

• Check to see if corresponding publishes succeeded without any errors

• Check to see if source or txroot files are locked.

• Check to see if txroot is not deleted and has the files and indexes


Problem Description: Rep publish taking long time Possible Causes:

• Network problems between the client and the server

• Transmitter is not online

• Publish directory has symbolic links that might be pointing to a directories with many symlinks, resulting in a recursive symlink situation.


• Check for the connectivity between the Rep and the transmitter

• Increase the CRT (Command Response Time)

• Verify that the Transmitter is online

• Check Rep logs, tuner history logs for errors

• Check publish.mrb via Index Explorer tool for invalid published directories

Problem Description: Unable to start the Deployment Service Possible Causes:

• Client Side:

• Deployment Service channel is updating • Deployment Service doesn’t complete the update


• Check if there is an update schedule set for the Deployment Service channel at the same time when it has to start for a deployment

• Check if the update URL for Deployment Service channel is correct and accessible

Problem Description: dll initialization error Possible Causes:

• Client Side:

• Pre-203 Deployment Service channel is running • There is an undefined macro in the command


• Check if there is an undefined macro in the command that Deployment Service is trying to load. If so define all macros.

• Check if the \tunerworkspace\<SDMClient channel>\dllcache folder has grown large.

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Delete the dllcache folder

Problem Description: server run log is jumbled up Possible Causes:

Client Side: Too many jobs were sent to the client at the same time

Debugging Strategies: Check if log has reference to two different deployments

Check if sequence of log entries are incorrect

Set the property ds.maxChannelInstances=1 in the Rep channel.txt so that the active log is monitored.

Problem Description: Rep not installing content on end client Possible Causes:

• Network problems between the client and the server


• Correct content not published

• Referencing symbolic link name in publish directory path


• Check for the connectivity between the Rep and the transmitter

• Increase the CRT (Command Response Time)


• Check publish.mrb via Index Explorer to view the content at publish time.

• If using symlink names in publish directory path, try without symlink name.

• Check to see if content was published with Rep version 6001d or earlier. If so, republish with version later than Rep 6001d.

Problem Description: Content Rep installation job is too slow Possible Causes:

• “- rate” parameter is specified in the task

• Available bandwidth for Tuner is limited



• Remove the “ - rate” parameter if it is specified in the task.

• The Bandwidth Management configuration set for the tuner (marimba.bandwidth.max) is ignored with regards to Content Rep operation.

Problem Description: No matching segment found on Rep install Possible Causes:

• Problem with Rep sending segment info

• Transmitter corruption


• Check Transmitter Admin logs for any corruption. If corruption exists, run TxVerify

• Check to see if corresponding publish succeeded without errors

• Check in Transmitter Access log to see if Rep is sending the segment information

Problem Description: Rep install fails when using “– version newest” Possible Causes:

• Version not found in Transmitter



• Check for the connectivity between the Rep and the Transmitter


• Check to make sure the Transmitter is 6.0.3.0 or later Workaround is to not use newest for –version (as it is the default)

Problem Description: Rep install “– clean” option does not install all files Possible Causes:

• Rep publish from multi-dir source


• Check if Rep publish includes multi-part publish. If so, use Rep version 6.0.0.1d or later to republish the channel

• Check to see if publish.mrb and install.mrb are in sync

Problem Description: Rep installing .rep folder with 777 permission Possible Causes:

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• Tuner using Umask 0

• marimba.sh script being used to start the tuner


• Stop the tuner and set Umask to 022 and start tuner

• Check for other script that might have set the tuner to use Umask 0

Problem Description: update-sdk mkdir errors on Rep install Possible Causes:

• Directories pointed by symlink in the publish directory have been published.

• Permission issues

• Insufficient memory on the end client


• Check publish.mrb by using Index Explorer tool to see if directories pointed by symlinks have been published

• Check permission issues on the end client

• Check for memory on the end client

Patch management The purpose of this section is to help Marimba Product Line technical users independently resolve Patch issues through analysis of the debugging information provided.

Requirements • Patch Management 7.x.x


Components of Patch Management: • Patch Manager – A CMS web-app that helps to collect, organize, test and publish

patches.

• Patch Service – An agent that controls patch installations on an endpoint.

• Patch Source – A Marimba Channel Application that manages vendor Meta data and patches.

• Patch Group – A collection of patches that is created and managed through Patch manager.


• Distribution Mechanism for Patch Group – This can be either through Marimba Policy Management or Server Management.

• Patch Info – A channel that contains patch dependency information, and is published on the transmitter whenever the patch repository is updated or when a patch group is published. Patch Service automatically downloads the channel to endpoints and uses it to calculate a decision tree of patch dependencies.

Patch Management Workflow: The following chart illustrates the Marimba Patch distribution workflow.

For Patch related issues, the following steps can be used to generate and gather the information needed by BMC Configuration Management Customer support to troubleshoot most issues.

Patch fails to install on the end point: 1. From the end point Patch Service channel directory:

• history logs • data\scanner\scandata.xml

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• data\scanner\dependencies.xml • data\actionHistory.log

2. From the end point Inventory Service channel directory:

• history logs • data\invtree • data\invtree.dff

3. From the end point Tuner workspace directory

• Tuner history logs • stdout.log (for Windows), tuner.log (for UNIX)

4. From the end point the Hfnetchk output

>Hfnetchk -pt 13 -history 5 -x hfnetchk5.xml -o xml3 >testHfnetchkoutputpt.xml

Patch Repository is not getting updated 1. From Tuner workspace where Patch Source channel is installed:

• Tuner history logs 2. From Patch Manager channel directory:

• Patch Manager history logs 3. From Windows/Solaris Patch Source channel directory

• Patch Source history logs • Patch Source Channel\data MSSecure.cab, HFNetChk.cab, PD5.cab

4. From Tuner workspace where Patch Manager channel is installed

• Tuner history logs 5. Validate the following network connections using “ping” or another network utility

• Patch Manager machine to Patch Source machine • Patch Manager machine to Database • Patch Source machine to Database

Below are two options to enable debug for a Patch Manager issue:

• Add "marimba.launch.javaArgs=-DDEBUGFLAGS=PATCHMGR=5" to the Tuner properties of the tuner running Patch Manager and restart the Tuner.

• On the machine hosting Patch Manager open a command window, change to the Marimba directory containing Tuner.exe. Execute the following commands: tuner –quit <wait for the tuner to stop.> tuner –java -DDEBUGFLAGS=PATCHMGR=5

Note: java arguments are case sensitive.

Below are some variants of the debug flag for Patch Manager:


• PATCHMGR/ACL • PATCHMGR/ACTION • PATCHMGR/EXTENSION • PATCHMGR/FILTER • PATCHMGR/MAIN

Patch Service: Run the Patch Service from command-line using runchannel "-preview debug" option or you can set a channel property for Patch Service (debug.level=(number from 0-5, 5 meaning verbose) Example: debug.level=5

Patch Source Channel Source links

Windows Patch Source links Site Windows Patch Source contacts to download Patch metdata/binaries:

http://xml.shavlik.com https://xml.shavlik.com And it connects to various Microsoft locations to download the patch binaries.

MSSECURE.XML This file contains meta-data that is parsed by the Windows Patch Source in order to populate the patch repository.

Microsoft KB URL http://support.microsoft.com/default.aspx

Schema for pkgconfig.xml http://www.shavlik.com/SchemaPatchDetailsConfig.xsd

Solaris Patch Source links Downloading Metadata http://sunsolve.sun.com/private-cgi/pdownload.pl?target=[8/9/10_patch_report

Third-party issue: To verify if it is an issue with the third-party vendor, run the following hfnetcheck commands on the end point having the Patch issues

1. From a command prompt, change to the PatchService channel\data\scanner directory execute the following commands: hfnetchk.exe -o xml3 -x hfnetchk5.xml > a.xml hfnetchk.exe -o xml3 -x hfnetchk5.xml -history 4 > ah4.xml hfnetchk.exe -o xml3 -x hfnetchk5.xml -history 5 > ah5.xml hfnetchk.exe –trace -o xml3 -x hfnetchk5.xml -history 5 > ah5a.xml hfnetchk.exe –pt 13 -o xml3 -x hfnetchk5.xml -history 5 > ah5b.xml

2. In the Patch Service Configuration for Windows we have the option for the Patch Service to scan the following:

• Scan for Security patches (security bulletins)

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• Scan for security tools • Scan for non-security patches (windows update patches)

When we run hfnetchk scanner outside of Patch Service, by default it just scans for the security patches. You won’t see the Windows update patches in the output for history 4 or history 5. Use the following hfnetchk command-line option for non-security patches: –pt

The different values are:

• -pt 1 Scan only for security patches (default option)

• -pt 4 Scan only for Security tools

• -pt 8 Scan only for non security patches

If we need to scan for security as well as non security patches then it will be the addition of the 2 values which is –pt 9.

If we want to scan for all the 3 then it will be –pt 13

Example: hfnetchk.exe –pt 13 -o xml3 -x hfnetchk5.xml -history 5 > ah5b.xml

The exact command the Patch Services uses to scan for patches is outputed in the Patch Service history log:

Example:

audit SYSTEM 41120 Scan Status: Shavlik commandline: "C:\Program Files\marimba\tuner\.marimba\ws3\ch.102\data\scanner\hfnetchk.exe" -x "C:\Program Files\marimba\tuner\.marimba\ws3\ch.102\data\scanner\HFNetChk5.XML" -pt 13 -nosum -history 4 -o xml3 -f "C:\program files\marimba\tuner\.marimba\ws3\ch.102\data\scanner\TMP31409CHK"

To check if a Patch is supported by HFNetChkPro, use the following link: http://www.shavlik.com/bulletin_search.aspx.

Patch management troubleshooting For further information on this section see:

• BMC Configuration Management Patch Management Administrator’s Guide


• Shavlik Bulletin: http://www.shavlik.com/bulletin_search.aspx

• Shavlik Forum: http://forum.shavlik.com/

• Microsoft Security Bulletin Search: http://www.microsoft.com/technet/security/current.aspx


Problem Description: Patch not showing up in the repository after release by Microsoft Possible Causes:

• Patch not supported by Shavlik


• Verify that Shavlik supports the specific patch by going to http://www.shavlik.com/bulletin_search.aspx and entering the KB article number for the patch. If the search does not bring up any result the above issue is the reason

• Check Shavlik XML announcement for the latest patch release.

Problem Description: Patch Repository is not updated Possible Causes:

• Patch Repository has not been updated if the Patch Repository schedule is set to “Never”

• The .xml files in the following location have not been updated to reflect latest time stamp: \Patch Source Channel\data MSSecure.cab, HFNetChk.cab, PD5.cab

• Patch Query is incorrect


• Query for the patch using an updated repository on your machine. Make sure that patch is showing up. If it is, then the repository has not been updated. Try updating the repository manually from the Patch Manager.

• Verify that the .xml files in the \Patch Source Channel\data directory reflect the latest time stamp. If they do not, then rename or delete the “data MSSecure.cab, HFNetChk.cab, PD5.cab” files and update the Patch Repository from Patch Manager.

• Check the Windows Patch Source channel/Patch Manager history logs for any errors.

• If the Repository is successfully updated, make sure you are using a proper query to query for the patch from Patch Manager.

Problem Description: Patch not installing on endpoint Possible Causes:

• Patch not applicable on the endpoint

• Patch is applicable but still does not install

• Capicom.dll is not registered on the machine

• Patch is already “effectively installed” (on Windows).


• Check the scanData.xml under PatchServiceChannel/data/scanner/scanData.xml to

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see if the patch is listed under the <Applicable> section. If not, then Patch Service will not detect the patch as applicable on the particular endpoint(s).

• Check the dependencies.xml under PatchServiceChannel/data/scanner/dependencies.xml to verify which dependencies are not met.

• To register the capicom.dll run the following command from command line: >regsvr32 capicom.dll

• Possible defect, contact and verify with BMC Configuration Management Customer Support with the following information:

• ScanData.xml and dependencies.xml from PatchServiceChannel/data/scanner folder.

• Invtree from InventoryServiceChannel/data folder • the Patch Service output with –preview debug option

• If the patch is not an Applicable patch but gets installed outside of Marimba using Windows Update check the dependencies.xml file to determine the dependencies that we are looking at and compare it with Microsoft’s patch definition.

• Go to PatchServiceChannel/data/scanner folder and run the following commands and get the output files to verify with BMC Configuration Mangement Support.

• Note that the –trace argument will create an additional debug output file called hf.log in the same directory as the hfnetchk.exe. hfnetchk.exe -o xml3 -x hfnetchk.xml > a.xml hfnetchk.exe –trace -o xml3 -x hfnetchk.xml -history 5 > ah5.xml hfnetchk.exe -o xml3 -x hfnetchk.xml -history > ah.xml

Problem Description: Patch not uninstalling from endpoint Possible Causes:

• Microsoft issue where the patch does not have option to uninstall -uninstall.bat file is corrupted


• Some Microsoft patches cannot be programmatically uninstalled, including patches for Internet Explorer, Microsoft Office, Windows Media Player, SQL Server, and MDAC. This is because Microsoft has not shipped an uninstall script with those patches. You can verify it by:

1. Trying to uninstall manually, Or

2. Check the WindowsPatchSourceChannel/data/pkgdir and the patch package directory and verify if there is a uninstall.bat available.

• If you are able to uninstall patch outside of Marimba then the uninstall.bat that Shavlik provides is corrupted. Consult Marimba Product Line Customer Support for further debugging.

• Check if uninstall folder exists under <windir>\$NTUninstallKB##$\


Problem Description: Patches not publishing from Patch Manager Possible Causes:

• Patch Source does not have internet access to download patch binaries

• Patch Manager does not have access to database

• No connection between Patch Manager and Windows Patch Source


• Verify that Windows Patch Source has internet access to download the patch binaries.

• If the issue is not with a specific patch, contact Marimba Product Line Customer support to check for any defects related with that patch.

• Check the metadata in the repository for the patch location and verify if it can be downloaded outside of Marimba.

• Verify that Patch Manager has a successful connection with the database to access the Patch Metadata.

• If Patch Manager and Windows Patch Source channels are hosted on separate machines, make sure there is a successful connection between the two machines.

Problem Description: Patch does not show in “Add/Remove Program after installation Possible Causes:

• Patch requires reboot

• Patch is not programmed to appear in “Add/Remove” Program


• Certain patches require machine reboot before they are completely deemed as installed. Try rebooting the machine.

• Some patches are not programmed to show in “Add/Remove” Program. Confirm the patch behavior by installing the patch outside of Marimba.

Problem Description: Patch Service reports certain patches as Missing (or Applicable) even though they are not defined in Patch Group assigned to the endpoint Possible Causes:

• Shavlik scanner expected behavior


• The Shavlik scanner by default determines all the Applicable patches for a machine based on O/S, Applications etc. Any of the Applicable patches that are not installed will be reported as “Missing” even though it is not assigned to the Patch Group. This

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would enable the Patch Administrators to query the database to determine missing patches from the endpoints and thus have them assigned.

Problem Description: Cannot define Patch installation order Possible Causes:

• Expected behavior


• The Shavlik Scanner determines the order of installation based on Dependencies defined by Microsoft.

Problem Description: Patch throws a bad signature error upon install Possible Causes:

• Microsoft certificate is not valid

• The patch has been tampered with and a different certificate used to sign it.


• Patch Service accepts most of the Microsoft certificates as a valid. However there may be new certificates that Microsoft have not tested with Marimba. Set Patch Service configuration to “not verify signature” and see if the patch installs.

• Right click on the patch and check the certificate’s issuer.

Problem Description: Patch Service reports the patch as applicable even if the patch has been already installed on the end point Possible Causes:

• Machine Reboot pending

• Patch is applicable but still does not install


• Reboot the end point machine and start the Patch Service. If there was a pending reboot for the patch, then, it would now identify the patch as installed.

• Run the following hfnetchk commands: hfnetchk.exe -o xml3 -x hfnetchk5.xml > a.xml hfnetchk.exe -o xml3 -x hfnetchk5.xml -history 4 > ah4.xml hfnetchk.exe -o xml3 -x hfnetchk5.xml -history 5 > ah5.xml hfnetchk.exe –trace -o xml3 -x hfnetchk5.xml -history 5 > ah5a.xml hfnetchk.exe –pt 13 -o xml3 -x hfnetchk5.xml -history 5 > ah5b.xml

• If there is a file with a older version, then, try to Install the Patch manually outside Marimba to check if the patch is updating the particular file. If the file is not updated then it may not be a Configuration Management related issue. However, if the file is


updated then enable the Patch Debug flags and send the log information to BMC Configuration Management support to identify if it’s an issue with Patch Service or the particular patch.

Problem Description: Patch Service Critical Loop error: “41141 Install Error: CRITICAL: Install loop detected” Possible Causes:

• Patch Service trying to install a particular patch over and over again, can occur for many reasons, below are some:

• Patch is not installed on the end point • Patch Service reports the patch as applicable even though the patch is

actually installed on the end point. • Patch Service throws a bad signature error while installing a patch


• Start the Patch Service with arguments using Tuner Admin with the “-reset” option. This will clear the install loop flag.

• Delete the Patch Service channel property last.installChecksum and value from the application.txt of Patch Service and restart the Tuner and then update Patch Service.

Solaris Patch Problem Description: “Applicable” Patch not installing on Solaris Possible Causes:

- Readme file is not complete regarding Patch dependencies for the patch.


• The patch applicability is determined by parsing the readme file that comes with the patch. The ReadMe file is not always complete regarding the dependencies for the patch. Patch Service will base its information from the ReadMe file to determine if the patch is Applicable, but will only determine during installation that there are one or more dependencies that are not met on the machine.

Problem Description: Patch Service throws and error “StringIndexOutOfBoundException” and goes into an unresponsive state Possible Causes:

• Output of “patchadd –p” command is not standard


• Configuration Patch relies on the command “patchadd –p” to get a list of all installed

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patches on Solaris. If the output of this command is not in a nonstandard format then Patch Service will fail to parse the output.

Problem Description: Patch Service appears to be running successfully, but is reporting no patches as “Missing” or “Applicable”on Solaris Possible Causes:

• Inventory Service is not installed or has not run on the end point.


• Verify that Inventory Service is installed and has run successfully on the end point. Patch Service uses invtree file, located in the Inventory Service channel data directory, to get O/S and other System information. If it fails to find the invtree, then it will skip the process of generating the list of Missing/Applicable patches.

Change and configuration management solution


• Tuner 7.x or later

• BMC Remedy Link 7.0.x or later

• Configuration Discovery Integration for CMDB 7.0.x or later

• Have a username and password to access BMC Software Documentation site

To debug an issue related to the Change and Configuration Management Solution, first determine whether it’s an issue with the Configuration Management side or AR/CMDB side. Since the solution workflow spans multiple BMC products, to make the determination, you must understand the workflow of the CCM Solution.

This section does not include a complete installation, administration or configuration of the solution, but is meant to provide an overall debugging of some common issues encountered during setup and deployment of the Solution from the Configuration Management Integration perspective. See Product Documentation for a list of product specific documentation.

Following are the products and applications supported for CCM solution: • BMC Atrium™ Configuration Management Database 2.0.1 (BMC Atrium CMDB)

• BMC Configuration Management 7.0.2 (BMC CM)

• BMC Configuration Management Configuration Discovery Integration for CMDB 7.0.2

• BMC Remedy® Link for Oracle 7.0.01 or BMC Remedy Link for SQL Server 7.0.01


• Remedy Enterprise Integration Engine 7.0.01

• BMC Remedy Action Request System 7.0.01 (BMC Remedy AR System)

• BMC Remedy IT Service Management 7.0.01 (BMC Remedy ITSM) with patch 003 including:

• BMC Remedy Asset Management • BMC Remedy Change Management

CCM Solution Process Flow: 1. Service Request Submitted To Setup New Server

2. Change Request Generated

• Definition / Identification Discovered CI (Configuration Item) Looked up and attached

from CMDB DSL Selected

• Plan & Schedule Leverage Calendar Dashboard to Schedule Change Establish Blackout Determine Risk Calculate Cost

• Implement Leverage Task Template which includes Configuration

Management Action Configuration Management Task Executed and Completed

• Back Office Validate & Close Change Request Resolved

3. Discovery Validation

4. Service Request Resolved

• End User Validate • Complete Survey

Flow of data for components and implementation of CCM: 1. BMC CM, including discovery data collected by way of BMC CM Configuration

Discovery agents running on endpoint Tuners, deposited into the BMC CD database, and

sent to the Configuration Discovery dataset in the CMDB using the Remedy Enterprise

Integration Engine 2. BMC Remedy AR System and BMC Atrium CMDB, including internal structures,

such as the Reconciliation Engine and the BMC_ASSET dataset

3. BMC Remedy ITSM applications, as well as depictions of the Task Management System, the Asset Inventory Module, the flow of information from Collection Nodes

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into BMC SLM, and the option of working with data in the BMC_ASSET data before it is reconciled and published to the BMC_ASSET dataset

Configuration Discovery and CMDB Workflow:

1. Scanner Service/ Configuration Discovery scans end points and inserts the data in the

Database [invdb], which can be either Oracle or SQL.


2. This data is stored in Configuration Discovery views, and a subset of this data is stored in Super Views Not all the data from the Configuration Discovery views is transferred to the Super Views, only a subset.

3. As part of Integration installation, a set of database views are created called Super Views that identify the subset of this data to be used with Remedy ITSM applications. The view names begin with “ars_inv_.” The Super Views reside in the same database as the Configuration Management views.

The views include only certain tables and columns from the Configuration Discovery database. The following are 13 Intermediate and Super Views that are created:

• mrb_inv_application ars_inv_application • mrb_inv_bios ars_inv_bios • mrb_inv_machine ars_inv_machine • mrb_inv_monitor ars_inv_monitor • mrb_inv_network. ars_inv_network • mrb_inv_networkcard ars_inv_networkcard • mrb_inv_os ars_inv_os • mrb_inv_patch ars_inv_patch • mrb_inv_person ars_inv_person • mrb_inv_printer ars_inv_printer • mrb_inv_processor ars_inv_processor • mrb_inv_storage ars_inv_storage • mrb_inv_videocard ars_inv_videocard

4. EIE (Enterprise Integration Engine) primarily acts as a Transportation Mechanism.

Data Stored in the Super Views will be extracted by the EIE and mapped to the CMDB thru the appropriate classes and attributes. This data will then be stored in the BMC Atrium Configuration Management Database (CMDB), which resides in the AR System. The data transfer is Unidirectional meaning the data is transferred from the Super Views to the CMDB only.

5. Datasets are distinct set of configuration data captured by different Discovery Applications (Configuration Discovery, Topology Discovery, etc). Therefore data discovered and extracted from the EIE from Configuration Discovery database would reside in the dataset named BMC Configuration Import, while the data discovered from Topology Discovery will be stored in BMC Topology Import. Existing data in Remedy Asset Management will be stored in BMC Asset.

During integration setup the data discovered from the different Discovery Applications is separate from the data in BMC Asset data set. One can work on data discovered by each of these applications separately by selecting the appropriate dataset.

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System requirements: Before installing the BMC Atrium CMDB version 2.0.1, make sure that your system meets the requirements in the following list as well as in the Compatibility Matrix in the Issues and Solutions section of the BMC Remedy Customer Support website at http://www.bmc.com/support_home

1. BMC Remedy AR System 7.0.01 server with:

2. The latest patch installed

For information about the latest recommended patch, see the most recent version of the Release Notes.

3. Multi-server license

4. User licenses if there are more than three users. For more information about licensing, see the BMC Remedy Action Request System 7.0: Configuring guide.

5. BMC Remedy User and BMC Remedy Administrator 7.0

6. BMC Remedy Mid Tier 7.0 for the CI Relationship Viewer

7. 400 MB of hard disk space for new installation. If you are upgrading, you will need an additional amount of hard disk space equal to your current BMC Remedy AR System database.

8. 1 GB of RAM

Installation considerations: The installation considerations includes the below listed:

1. Upgrading the BMC Atrium CMDB Help: To upgrade the BMC Atrium CMDB Help from version 2.0 to 2.0.1, run the 2.0.1 Help installer.

2. Upgrading the CI Relationship Viewer: To upgrade the CI Relationship Viewer from version 2.0 to .0.1, run the 2.0.1 CI Relationship Viewer installers.

3. Custom subclasses in an upgrade: If you have created subclasses of a CI class, whether or not the class was modified, the subclass is promoted to inherit directly from the superclass of the deleted class. If you have created subclasses of a relationship class, whether or not the class was modified, the class and subclasses are left untouched and considered custom extensions.

Exceptions to this rule are BMC_Site, BMC_Region, BMC_City, BMC_Geography, BMC_SLAConfiguration, and BMC_AggregateSLAMeasurement. These classes are deleted if they contain no instances and have no subclasses. Otherwise, the classes and any subclasses are left untouched and considered custom extensions.

4. Specific class destinations in an upgrade: Any subclasses you have created are promoted to inherit from BMC_LogicalEntity.

5. Installing with DB2 and the ITSM suite: If you install your applications on an IBM


DB2 database, and the full BMC® Remedy® IT Service Management for the Enterprise suite (ITSM) was previously installed, the installation of the BMC Atrium CMDB fails, and the message Error[43335] Enter the email address appears.

Workaround—Make the following change to your ar.conf (UNIX) or ar.cfg (Windows) file before installing the applications:

To edit the ar.conf or ar.cfg file

1. Stop the AR System server according to the instructions in BMC Remedy Action Request System 7.0: Installing.

2. Add the following string to the ar.conf (UNIX) or ar.cfg (Windows) file: DB2-Free-Lob-Locator-Frequency: 1 Type su - db2<instance> Type db2 => UPDATE DATABASE CONFIGURATION FOR arsystem USING APP_CTL_HEAP_SZ 20384 Type db2 => UPDATE DB CFG for ARSYSTEM using APP_CTL_HEAP_SZ 40480 Type db2 => UPDATE DB CFG for ARSYSTEM using UTIL_HEAP_SZ 95000 Type db2 => UPDATE DB CFG for ARSYSTEM using STMTHEAP 10240 Type db2 => UPDATE DB CFG for arsy ARSYSTEM using LOGFILSIZ 2000 Type db2 => FORCE APPLICATION ALL Type db2 => CONNECT to ARSYSTEM Type db2 => create bufferpool <BFpool_name> immediate size 2000 pagesize 32k Type db2 => create system temporary tablespace <tbspace_name> pagesize 32k managed by system using ('/db/app/db2/<instance_name>/<tbspace_name>') bufferpool <BFpool_name>

3. Type db2stop

4. Type 7

5. Restart the AR System server according to the instructions in BMC Remedy Action Request System 7.0: Installing.

6. Before you open the CI Relationship Viewer: You must enable JavaScript and ActiveX on an Internet Explorer browser before working with the CI Relationship Viewer. If you enable JavaScript at Medium or lower, the ActiveX controls are enabled automatically. If you enable JavaScript at High, you must manually enable ActiveX controls as well.

To enable JavaScript

1. In Internet Explorer, choose Tools > Internet Options.

2. On the Security tab, click Custom Level.

3. In Security Settings, scroll to Scripting, and enable Active Scripting.

4. In the Reset Custom Settings box, choose a setting, and click OK to save and close.

- Resetting to Medium or lower (Medium, Medium-Low, or Low) also enables ActiveX controls.

- Resetting to High does not enable ActiveX controls. To do so, proceed to the “To enable ActiveX controls” procedure.

5. Close and reopen the browser for these settings to take effect.

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To enable ActiveX controls

1. In Internet Explorer, choose Tools > Internet Options.

2. On the Security tab, click Custom Level.

3. In Security Settings, scroll to ActiveX Controls and Plug-Ins, and enable:

- Run ActiveX controls and plug-ins - Script ActiveX controls marked safe for scripting

4. Close and reopen the browser for these settings to take effect.

CCM Documentation Links:

BMC® Analytics for CMDB and Asset Management http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_141644_0,00.html

BMC® Atrium CMDB Enterprise Manager http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_141389_0,00.html

BMC® Atrium CMDB Enterprise Manager - Enterprise Use http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_142870_0,00.html

BMC® Atrium CMDB for Outsourcers Base Site License http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_135520_0,00.html

BMC® Atrium CMDB for Outsourcers Floating License http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_135522_0,00.html

BMC Change Manager for DB2 Universal Database http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_5083_0,00.html

BMC Change Manager for DB2 Universal Database client http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_5084_0,00.html

BMC® Change Manager for Oracle http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_2373


_0,00.html

BMC® Change Manager for Oracle client http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_2253_0,00.html

BMC® Configuration Management Control Center http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_106461_0,00.html

BMC® IT Discovery Suite Integrations for Remedy® ITSM – Oracle http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_124651_0,00.html

BMC® IT Discovery Suite Integrations for Remedy® ITSM - SQL Server http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_124653_0,00.html

BMC® Remedy® AR System Server http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108018_0,00.html

BMC® Remedy® Asset Management Application http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108020_0,00.html

BMC® Remedy® Asset Management Application & AR System http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108056_0,00.html

BMC® Remedy® Change Management Application http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108021_0,00.html

BMC® Remedy® Change Management Application & AR System http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108057_0,00.html

Remedy® for IT Service Providers & AR System http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_1123

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72_0,00.html

Remedy® for IT Service Providers Connect for ITSM http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_112751_0,00.html

BMC® Remedy® Service Desk Application http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108036_0,00.html

BMC® Remedy® Service Desk Application & AR System http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108054_0,00.html

BMC® Remedy® Enterprise Integration Engine http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108029_0,00.html

BMC® Remedy® Option for Partner Integrations http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_108010_0,00.html

BMC® Service Level Management http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_132705_0,00.html

BMC® Remedy® Knowledge Management Application With 1 User http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_19695_129041_0,00.html

CCM Known Issues: Problem description Channel publish fails to populate the DSL Software Library Item. The below error is displayed in the Transmitter Admin logs: [04/Feb/2007:07:32:01 -0800] "Publish Module" audit Administrator@marimba-2rs71w6 2200 Channel created: /DSL/TestWinzip Windows,x86/any urn:idx:R75e9qJVBGkDjtc2TJSlCw==: files=11, bytes=21725, disk=21725 in 500 ms at 42 Kb/sec [04/Feb/2007:07:33:47 -0800] - minor Administrator 2325 DSL integration failed to activate published channel\ com.marimba.intf.msf.arsys.ARManagerException: Web service fault; nested exception is: \ java.net.SocketTimeoutException: Read timed out\ at com.marimba.rpc.RPCSession.beginReturn(RPCSession.java:778)\ at com.marimba.rpc.RPCSession.returnVoid(RPCSession.java:834)\ at com.marimba.intf.msf.arsys.IDSLContextStub.addSoftwareLibraryItem(IDSLContextStub.java:51)


Possible solution:

• Check the ARSystem Admin password using AR Administrator

• Verify that hostname specified for the AR Server/MidTier is accessible from the machine hosting the CMS.

• Verify that the user specified in AR Settings used to connect to the MidTier from the CMS has enough permission.

• Make sure the AR Server host name is specified as FQDN (Fully Qualified Distinguished Name)

Problem description The Exchange fails with "Rules Validation error” Error in the Exchange debug logs:

[18:21:16,02/01/07] - **** Rules Validation Error **** [18:21:16,02/01/07] - Location of 'SqlServer' adapter obtained: C:\Program Files\Remedy\Apps\EIE\marimba-2rs71w6\rl_sql\bin\sqladpr.dll [18:21:16,02/01/07] - **** Rules Validation Error ****

Possible Solution:

• EIE could not find the dll file for the SQL server. It may be due to a corrupt EIE installation, in which case re-install EIE

Problem description The EIE exchange failed to identify the BMC: Import Config while running the exchange and it failed Possible Solution:

• EIE could not find the BMC:Import Config. It may be due to a corrupt EIE installation, in which case re-install EIE

Problem description TMS can not launch the Task as the TMS is not able to establish the CMS URL Possible Solution:

The TMS commands may have not picked up the CMS Hostname and port which is configured by using the Application Registry. To identify this, use the AR User and open the "Command Parameters" form. This will show all the commands that TMS uses. If the command does not have the actual host name of the CMS and DM, use the form "Define Commands and Command Parameters". Select the commands that begin with TMS and edit the URLs accordingly. Problem description Error when clicking on BMC Discovery "fetch machines" button: Remote Deploy: Select Targets An error has occurred while accessing CMDB: MessageType: 2 MessageNum: 623 MessageText: Authentication failed AppendedText: Possible Solution:

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Verify that the user and password specified under the AR Settings tab in CMS is correct

Problem description Error message when subscribing a channel: A channel error occurred: bad application type 'unknown' Possible Solution:

set marimba.launch.javaArgs= -Dos.name="Windows 2000" and restart the tuner.

Problem description Launching Task from Change request console Error: The application has produced a internal error. Report the problem to the software distributor. An internal error occurred. Information about this error: Web service faultARERR [9280] Server not present in the configured servers list - localhost. com.marimba.intf.msf.arsys.ARManagerException: Web service faultARERR [9280] Server not present in the configured servers list - localhost at com.marimba.tools.arsys.TaskContext.getTask(TaskContext.java:112) at com.marimba.apps.subscriptionmanager.arsystem.ARObjectSource.(ARObjectSource.java:71) Possible Solution:

Change “localhost” to reflect the AR server hostname under the AR Settings tab in the CMS.

Problem description Publishing a channel to the Transmitter, throws following error in the Transmitter Admin logs: [25/Jan/2007:18:30:00 -0800] - minor Administrator 2324 DSL integration could not connect to CMS [25/Jan/2007:18:30:00 -0800] - minor Administrator 2325 DSL integration failed to activate published channel\ com.marimba.castanet.util.DetailedException[136031300/-1: java.io.IOException: RPC handshaking failure. Remote port not Marimba RPC listener.]\ at com.marimba.tools.net.Connector.connect(Connector.java:307)\ at com.marimba.tools.net.Connector.connect(Connector.java:264)\ at com.marimba.tools.net.Connector.findObject(Connector.java:159)\ at com.marimba.apps.transmitter.util.ARModule.getDslContext(ARModule.java:200)\

Possible Solution:

Verify that you have set the correct Tuner Console tuner's host name and Tuner Administration port in the Transmitter Administrator AR settings page.

Problem description DSL Error in TX Admin logs: [25/Jan/2007:18:33:36 -0800] - minor Administrator 2325 DSL integration failed to


activate published channel\ com.marimba.intf.msf.arsys.ARManagerException: Web service fault; nested exception is:

java.net.ConnectException: Connection refused: connect\ at com.marimba.rpc.RPCSession.beginReturn(RPCSession.java:778)\ at com.marimba.rpc.RPCSession.returnVoid(RPCSession.java:834)\ at com.marimba.intf.msf.arsys.IDSLContextStub.addSoftwareLibraryItem(IDSLContextStub.java:51)

Possible Solution:

Verify that the Mid-tier is running and accessible and the CMS AR Settings for the Mid-tier are correct. Try Restarting the ISS and Servlet Exec, WebPublishing from the services. Problem description Getting a blank page while LAUNCHING the policy task from change management Possible Solution:

• Verify that the Host and Port are specified correctly under the CAI Application Registry. The Task Mananagement System will use this information for the Host and Port of the CMS to be launched.

• Enable Active Link and Filter logging in Remedy User (Under Tools--> Options), Launch the Task and look at the log, there should be errors reported in this log if there is a problem while TMS is looking for the host name and port when the Task is launched.

• Check the Command Parameter Mapping using the CAI:CommandParamsMapping form in the AR System. The “BMC Configuration Management” should have the correct value of CMS host:port name specified.

• If it still see “<cms host:port>” in the console when the task is launched, change the values individually to reflect the cms host name(FQDN) and port. To do this login to the Remedy User Form: "Define Commands and Command Parameters". Select the commands that begin with TMS and then "view" then and change the URL.

Appendix A: Status and error codes The following are some of the Status and error code meanings referenced in the BMC Configuration Management product logs.

ADP Request Status Codes ADP Code Meaning 800 STATUS_OK 801 STATUS_ACCESS_DENIED 802 STATUS_CONNECTION_TIMED_OUT 803 STATUS_NO_SUCH_CHANNEL 804 STATUS_NO_SUCH_SEGMENT 805 STATUS_SSL_REQUIRED 806 STATUS_TRANSMITTER_EXPIRED

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807 STATUS_UNEXPECTED_EOF 808 STATUS_UNEXPECTED_METHOD 809 STATUS_UNSUPPORTED_PROTOCOL 810 STATUS_UPDATE_SDK_DENIED 811 STATUS_USER_LIMIT_EXCEEDED 812 STATUS_LOCAL_CLIENTS_ONLY 813 STATUS_PLUGIN_ERROR_OCCURRED 814 STATUS_BAD_CONNECTION 815 STATUS_MISSING_ICON 816 STATUS_UNKNOWN_REQUEST 817 STATUS_INDEX_REQUIRED 818 STATUS_IO_ERROR 819 STATUS_PLUGIN_TIMEOUT_OCCURRED 820 STATUS_ACCESS_FORBIDDEN 821 STATUS_NO_UPDATES_REQUIRED 822 STATUS_NO_SUCH_PLUGIN 823 STATUS_META_DATA_NOT_SUPPORTED 824 STATUS_MISSING_SEGMENT_INDEX 825 STATUS_SERVICE_UNAVAILABLE 850 STATUS_UPDATE_FROM_CACHE

Error Messages If a user is alerted to these messages, they would typically appear as a "Detailed Exception" with two numbers separated by a slash. The first number indicates the actual error code below. The second number is additional information

HTTP Error Messages

Successful replies 200 HTTP_OK 201 HTTP_CREATED 202 HTTP_ACCEPTED 203 HTTP_NON_AUTHORITATIVE_INFO 205 HTTP_RESET_CONTENT 206 HTTP_PARTIAL_CONTENT

Redirection replies 300 HTTP_MULTIPLE_CHOICES 301 HTTP_MOVE_PERMANENT 302 HTTP_MOVE_TEMPORARY 303 HTTP_SEE_OTHER 304 HTTP_NOT_MODIFIED 305 HTTP_USE_PROXY

Client error replies 400 HTTP_BAD_REQUEST 401 HTTP_UNAUTHORIZED 402 HTTP_PAYMENT_REQUIRED 403 HTTP_FORBIDDEN 404 HTTP_NOT_FOUND 405 HTTP_METHOD_NOT_ALLOWED 406 HTTP_NONE_ACCEPTABLE 407 HTTP_PROXY_AUTHENTICATION_REQUIRED 408 HTTP_REQUEST_TIMEOUT 409 HTTP_CONFLICT


410 HTTP_GONE 411 HTTP_LENGTH_REQUIRED 412 HTTP_UNLESS_TRUE

Server error replies 500 HTTP_INTERNAL_SERVER_ERROR 501 HTTP_NOT_IMPLEMENTED 502 HTTP_BAD_GATEWAY 503 HTTP_SERVICE_UNAVAILABLE 504 HTTP_GATEWAY_TIMEOUT

Retry the request for some reason -1 HTTP_RETRY

Network errors 1000 HTTP_ERROR_NETWORK_DISABLED 1001 HTTP_ERROR_EOF_REPLY 1002 HTTP_ERROR_MALFORMED_HEADER 1003 HTTP_ERROR_CONNECTION_CLOSED

SSL exception 1004 HTTP_SSL_INVALID_CERT 1005 HTTP_SSL_INVALID_ROOT_CERT 1006 HTTP_SSL_INCORRECT_COMMON_NAME 1007 HTTP_SSL_NOT_SUPPORTED 1008 HTTP_SSL_PROXY_ERROR

HTTP Exception Codes 1 HTTP_EOF_REQUEST 2 HTTP_EOF_HEADER 3 HTTP_BAD_MIME_FORMAT 4 HTTP_REPLY_REQUIRED 5 HTTP_UNSUPPORTED

BMC Configuration Management Error Messages ID: 601 Message CASTANET_ERROR_CACHE Description Error during reading or writing or saving index file. Magic Number of the index does not match. Hence, index file cannot be saved. Workaround: This error is usually accompanied with other error messages. This indicates index error. Check detailed error 820-832.

ID: 602 Message CASTANET_ERROR_CHANNEL Description Errors in channel. Could be any channel error. More description can be found in the detailed error. Workaround: Detailed error 860-872

ID: 603 Message CASTANET_ERROR_CONNECT_FAILED Description Connection failure between client and server (Transmitter). Workaround: Trace where the network error occurred.

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ID: 604 Message CASTANET_ERROR_FILE_SYSTEM Description Problem related to file system. Many reasons that caused writing/reading from file system to fail. Workaround: Look into the detailed error for cause. Make sure you have enough disk space, have the permission to make directories or files on the system. Check detailed error 820-832.

ID: 605 Message CASTANET_ERROR_ILLEGAL_ARGUMENT Description Invalid argument in starting Castanet process.Illegal URL when starting the channel. Could be problem in add connection in workspace Workaround: Check the channel URL.Check detail error 840-846

ID: 606 Message CASTANET_ERROR_ILLEGAL_CHANNEL_STATE Description Channel is in an unknown state. Workaround: Check the channel state at the client side.

ID: 607 Message CASTANET_ERROR_INTERNAL Description Problem in Castanet Internals. Workaround: This error is sometimes, followed by a detailed error message. If the detailed error is -1, we got an error we don’t handle yet.

ID: 608 Message CASTANET_ERROR_NETWORK Description This error is related to network connection or reading from network. It is accompanied by detailed error, 800-816. Workaround: Check for any network problems.

ID: 609 Message CASTANET_ERROR_UNKNOWN_HOST Description Host name is invalid. Workaround: Check the host name.

ID: 610 Message CASTANET_ERROR_PROTOCOL_NOT_SUPPORTED Description Unknown protocol used from client to server. Incompatible version of client supported by the server. Workaround: Check for what version of client is supported by the server

ID: 611 Message CASTANET_ERROR_NO_SUCH_CHANNEL Description Transmitter cannot find the channel requested by the client. The channel may not be available on the Transmitter. Workaround: Check the transmitter administrator for channel status.

ID: 612 Message CASTANET_ERROR_TRANSMITTER_BUSY Description Transmitter is busy servicing other clients. Possibly due to max threads


used up in the transmitter. Workaround: Check the max threads value set in the Transmitter. You might want to increase the same. Please contact support for additional details.

ID: 613 Message CASTANET_ERROR_AUTHENTICATION Description Authentication is required for accessing the Transmitter. Transmitter is access enabled and client is not authenticated to access the Transmitter. Workaround: Get the correct user name and password. ID: 614 Message CASTANET_ERROR_TRANSMITTER_EXPIRED Description Transmitter responds to client that the license has expired. Workaround: Get a new license.

ID: 615 Message CASTANET_ERROR_TRANSMITTER_ERROR Description Transmitter encountered some error. Workaround: Look at the message immediately after the transmitter error.

ID: 616 Message CASTANET_ERROR_READ_TRANSMITTER_USER_LIMIT Description The number of users connecting to the transmitter within the timeout period exceeds the limit. Workaround: The transmitter reads the information from license.dat, which resides in the channel directory. This is a license issue. Contact Sales to issue a new license file and/or change the timeout period.

ID: 617 Message CASTANET_ERROR_TRANSMITTER_ACCESS Description The client is not authorized to access the transmitter. Workaround: For debugging, check the transmitter’s challenge string for more information.

ID: 800 Message CASTANET_ERROR_NETWORK_DISABLED Description A request is trying to make a connection while network is disabled. Workaround: Check if the network is down or unplugged.

ID: 801 Message CASTANET_ERROR_BAD_FILE_COMMAND Description Bad commands were received during processing an update. Manifests as:” Network error" Workaround: Try again.

ID: 802 Message CASTANET_ERROR_BAD_MAGIC_NUMBER Description Bad magic number is encountered in the protocol (i.e. expected to parse a Castanet request, but it got something else). Manifests as: "Network error" Workaround: Check for network problems and try again.

ID: 803

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Message CASTANET_ERROR_BAD_REPLY_CODE Description Bad reply code from the transmitter. Manifests as: Network error Workaround: Check for network problems and try again.

ID: 804 Message CASTANET_ERROR_BAD_CHECKSUM Description It is most likely caused by a network error. It can happen during processing the commands or during the conversion of files to MD5 (copying files into file cache).Manifests as 'Network error: Checksum mismatch'. Workaround: Check for any network problems and try again.

ID: 805 Message CASTANET_ERROR_CONNECTION_COUNT Description A failure occurs when trying to add a connection in the Castanet workspace. This is most likely caused by Network error. It happens when passing an invalid argument. Workaround: Directory name.

ID: 806 Message CASTANET_ERROR_HTTP_REPLY Description An error occurred during HTTP request. Manifests as: Network error. Workaround: Check for any network problems and try again.

ID: 807 Message CASTANET_ERROR_LOST_CONNECTION Description Manifests as 'Network Connection Dropped'. The result to the request is either NULL or negative length. HTTP requests would give HTTP_ERROR_EOF_REPLY. If the channel has a plug-in, check to see whether the plug-in returns an error --use the Plug-in Debugger channel. Workaround: If the channel has a plug-in, check to see whether the plug-in returns an error --use the Plug-in Debugger channel.

ID: 808 Message CASTANET_ERROR_SIGNATURE Description Invalid signature, the channel signature does not match the channel content.Manifests as: Invalid signature. Workaround: Do a View Certificate. If the channel has a plug-in and the channel's content keeps changing then you need to create a "signed" subdirectory and move class files into it. In the Publisher's Security Tab, select the Scope as 'Only signed directory' and publish the channel.

ID: 809 Message CASTANET_ERROR_CERT Description The SSL certificate or root certificate is invalid. Manifests as: Invalid certificate. Workaround: Check the SSL certificate or root certificate, and make sure that the right one is used (and that it’s not expired).

ID: 810 Message CASTANET_ERROR_SITE_NAME Description Incorrect common name of the host. Manifests as: Incorrect site name.


Workaround: The common name in the certificate does not match the host name. Please specify the right one.

ID: 811 Message CASTANET_ERROR_SSL_NOT_SUPPORTED Description The client requested an SSL connection but the Transmitter does not support SSL. Workaround: Make sure the transmitter is SSL enabled and then try the request. ID: 812 Message CASTANET_ERROR_CERTIFICATE_EXPIRED Description The channel certificate has expired. Manifests as: Certificate expired. Workaround: Request a new certificate.

ID: 813 Message CASTANET_ERROR_CERTIFICATE_INVALID_ROOT Description The channel has been signed with a certificate whose root authority is not recognized. Workaround: Check the root authorities which are recognized.

ID: 814 Message CASTANET_ERROR_CAPABILITIES_REQUIRED Description It probably means its a trusted transmitter, meaning no certificate is being used by the channel. Workaround: You will have to get the ip address of the transmitter and add it to the properties.txt of the tuner directory.

ID: 815 Message CASTANET_ERROR_CERTIFICATE_MISSING Description The channel is signed but the certificate file or signature file is missing. Workaround: Request a new certificate.

ID: 816 Message CASTANET_ERROR_CERTIFICATE_WRONG_TYPE Description The channel is signed with an invalid certificate type; the certificate should be a Castanet Channel Signing certificate. Workaround: Sign the channel with a code signing certificate.

ID: 820 Message CASTANET_ERROR_MAKE_WORKSPACE Description Most likely produced by file system or hard drive problems. Workaround: Suggestions might be to check their permissions on the machine or run scandisk or some type of hard disk drive recovery tool.

ID: 821 Message CASTANET_ERROR_MAKE_TRANSMITTER Description Most likely produced by file system/ hard drive problems. Workaround: Suggestions might be to check their permissions on the machine or run scandisk or some type of hard disk drive recovery tool.

ID: 822

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Message CASTANET_ERROR_MAKE_CHANNEL Description Most likely produced by file system/ hard drive problems. Workaround: None

ID: 823 Message CASTANET_ERROR_MISSING_FILE Description Problems converting to plainfs, operation involved was copying from file cache. Workaround: None

ID: 824 Message CASTANET_ERROR_MKDIR Description Most likely produced by file system/ hard drive problems. Workaround: Suggestions might be to check their permissions on the machine or run scandisk or some type of hard disk drive recovery tool.

ID: 825 Message CASTANET_ERROR_MKFILE Description Maybe out of disk space, file handles, or don't have permission to make directory or file on system. Workaround: Check the disk space.

ID: 828 Message CASTANET_ERROR_READ Description Could be that the file system or hard drive is bad. Cannot read or find file. Workaround: Check the file system or hard drive.

ID: 829 Message CASTANET_ERROR_RMDIR Description The file system or hard drive could be bad. Cannot read or find file. Workaround: Check the file system or hard drive.

ID: 830 Message CASTANET_ERROR_RMFILE Description Do not have permission to remove directory or file on system. Workaround: Check for the file permission for this particular file and change the permissions accordingly.

ID: 831 Message CASTANET_ERROR_UNEXPECTED_FILE Description The transmitter is attempting to send a file not identified earlier as being part of the channel. The transmitter is not finding the correct channel file when it is looking up a file with a particular checksum. The file structure of the transmitter's own channel directory structures may have been tampered with after publishing. Workaround: Republish the channel. Make sure the transmitter's channel files are not tampered with. These files should never be changed.

ID: 832 Message CASTANET_ERROR_UNKNOWN_REQUEST Description Castanet does not understand the request being made. Some program that is not using the specified Configuration Management protocols is trying to make a bogus request. Workaround: Use Configuration Management supported software.


ID: 840 Message CASTANET_ERROR_OWNER_SET Description Unknown error. This error, may not be in use. Workaround: Unknown error. This error, may not be in use.

ID: 841 Message CASTANET_ERROR_PROTOCOL_UNSUPPORTED Description The request is using an unsupported Castanet protocol. Most likely, the protocol is outdated and no longer in use. Workaround: This error should never happen with supported versions of Castanet. Perhaps the user is using an old alpha or beta build. Please use a supported version of Castanet.

ID: 842 Message CASTANET_ERROR_MALRFORMED_URL Description The URL used for the request is not formed correctly.

Workaround: Make sure the URL is using the correct http:// format. ID: 843 Message CASTANET_ERROR_TERMINATED Description A request is not properly terminated. Workaround: May be due to network problems or threading mishaps on the client machine. Please check whether the network is fine. ID: 844 Message CASTANET_ERROR_TRANS_ID Description The Transmitter cannot parse its own ID number. When a new transmitter is created, it either gets its ID number from its saved properties or creates a new ID. This error is thrown when an old ID number is not of the proper format. Workaround: Re-install the transmitter into a new channel directory.

ID: 845 Message CASTANET_ERROR_UNEXPECTED Description The request is throwing an unexpected error. No specific, known cause. Hence the title of the error. Workaround: Please get the details of the settings and contact BMC Configuration Management Support.

ID: 846 Message CASTANET_ERROR_LAUNCH_MESSAGE Description The Tuner is having problems launching the Channel. This error occurs when the channel launch procedure occurs and neither notify, remove, or start are called. Workaround: Check the channel code.

ID: 860 Message CASTANET_ERROR_CLASSPATH Description Manifests as: "Item in classpath not found: (classpath)" The item could not be found. Workaround: Check to make sure the classpath is set correctly in the Castanet Publisher. Also make sure all the items are in their correct directory.

ID: 861

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Message CASTANET_ERROR_ZIPFILE Description Manifests as: "Can't read zip file from classpath: (classpath)".The channel could not find the zip file. Workaround: Check to make sure the classpath of the zip file is set up correctly in the Castanet Publisher. All zip files used by the channel should be specified in the Classpath setting of the channel and separated by colons, like : "bongo.zip:myClasses.zip:marimbaForever.zip"

ID: 862 Message CASTANET_ERROR_NO_MAIN Description Manifests as: No 'main' property defined. No main class is specified in the channel's properties.txt file. Workaround: Check to make sure the property is found in the channel's properties.txt file or that the main class is set in the Castanet Publisher. Do not confuse this with no main class being found. This error is specific to no main being found in the properties.txt file.

ID: 863 Message CASTANET_ERROR_CONSTRUCTOR Description The constructor for the main class is not a null constructor. This occurs when the main class specified in the publisher does not have a null constructor. Workaround: Specifying a null constructor for the main class will solve the problem.

ID: 864 Message CASTANET_ERROR_NO_CLASS Description Manifests as: Class not found: (class name). The class can not be found by the Tuner's application loader. The class is missing or more likely, the URL or classpath of the particular class is wrong. Workaround: Check to make sure the class location and the classpath are correct.

ID: 865 Message CASTANET_ERROR_NO_INSTANCE Description Cannot instantiate main: (class name) No instance of the particular channel class can be found. Workaround: This error should not occur without first triggering CASTANET_ERROR_NO_CLASS. After checking the solutions for the NO_CLASS error, please contact BMC Configuration Management Support.

ID: 866 Message CASTANET_ERROR_NO_PERMISSION Description Manifests as: No access to class: (class name) The cause is assumed to be that the user does not have file permissions to execute the particular class. Workaround: Check to make sure the user has appropriate file permissions. This can also be thrown when a plain channel tries to install into a directory where it does not have permissions. Manifests as: Can't install plain channel in non-default location.

ID: 867 Message CASTANET_ERROR_NOT_APPLICATION Description The main class which is set in the Publisher does not implement Application interface. This occurs when the channel's main class does not implement Application


interface or extend ApplicationFrame/ApplicationPlayerFrame Workaround: Need to implement Application or extend ApplicationFrame or ApplicationPlayerFrame as needed in the channel's main class.

ID: 868 Message CASTANET_ERROR_SET_CONTEXT Description Error in setting the context in the application. Workaround: Debug setContext method in the application.

ID: 869 Message CASTANET_ERROR_NOTIFY Description Error during notify. Notify and/or start, Notify and/or remove. Workaround: This is an internal error, users will not be seeing this.

ID: 870 Message CASTANET_ERROR_START Description Error starting the channel. Exception in the start method of the channel. Workaround: Debug the start method of the channel. Error String: Error starting channel.

ID: 871 Message CASTANET_ERROR_AVAILABLE Description Error during event handling. Exceptions during events like data update, data available, data none available app_argv event. Workaround: Debug the calls being made when you handle this event.

ID: 872 Message CASTANET_ERROR_STOP Description Error when channel stops. Workaround: Debug the stop method of the channel.

ID: 880 Message CASTANET_ERROR_ALREADY_PLAIN Description Error when plainfs=true and channel directory is not set. When the plainfs=true, and the channel is signed, the user will be prompted for the channel directory. If this is not set, then this error is encountered. Workaround: Specify the directory to write the files, when prompted.

ID: 1000 Message CASTANET_ERROR_FIRST Description Delimiters in UpdateNow. Workaround: Should never be thrown.

ID: 1001 Message CASTANET_ERROR_UNKNOWN_HOST Description If the DNS name look-up for the IP address fails, this error would be thrown. In the tuner, when listing the transmitter, if an UnknownHost exception is thrown, it lists this error. While updating, if the host and port name are not correctly specified, this error will be thrown. Workaround: Specify the correct IP address of the Transmitter. If this is correct, try pinging transmitter name.

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ID: 1002 Message CASTANET_ERROR_CONNECT_FAILED Description This is due to there being no transmitter running on that server name and port. Workaround: Check the transmitter and port, listing.

ID: 1003 Message CASTANET_ERROR_MAGIC Description There was an error in updating the tuner. Retry else un-install.Error is generated if the magic number was corrupted. Workaround: None

ID: 1004 Message CASTANET_ERROR_PROTOCOL Description PROTOCOL 10 or earlier are used, this error is thrown. Workaround: Make sure, the transmitter and tuner are upgraded to latest versions.

ID: 1005 Message CASTANET_ERROR_LATER Description User limit exceed for transmitter or transmitter is busy. Workaround: Try again after some time.

ID: 1006 Message CASTANET_ERROR_NO_SUCH_CHANNEL Description There is no such channel. Workaround: This channel no longer exists on the Transmitter. If you have access to the Transmitter, make sure you publish the channel to the Transmitter.

ID: 1007 Message CASTANET_ERROR_UNEXPECTED_EOF Description Something went wrong, while copying the file from one place to another. Workaround: None

ID: 1008 Message CASTANET_ERROR_INVALID_COMMAND Description It is a protocol error. Users should never see this. Workaround: None

ID: 1009 Message CASTANET_ERROR_MESSAGE Description When there is an error in the transmitter, this error is flagged. Workaround: Retry.

ID: 1010 Message CASTANET_ERROR_DISK_FULL Description Cannot close or open file streams while doing update/subscribe. Workaround: Try to write to/close a outputstream.

ID: 1011 Message CASTANET_ERROR_CANT_WRITE Description IO exception is thrown when you try to make a file read from the index cannot be written, maybe corrupt or index may have been deleted.


Workaround: Unsubscribe followed by Re-subscribe.

ID: 1012 Message CASTANET_ERROR_CANT_READ Description Cannot read from channel directory.IO exception is thrown when you try to make a file read from the index cannot be read, maybe corrupt or index may have been deleted. Workaround: Unsubscribe followed by Re-subscribe.

ID: 1013 Message CASTANET_ERROR_INVALID_REPLY Description An invalid reply received from the Transmitter. The reply byte string, in hex is returned in the Message text. Workaround: None

ID: 1014 Message CASTANET_ERROR_CHECKSUM_MISMATCH Description A local channel file has an invalid checksum The client returns a wrong checksum while verifying it. Workaround: None

ID: 1015 Message CASTANET_ERROR_READ_ERROR Description Error while reading. The transmitter is unable to read the file. Can be due to file error or due to Network Error. Workaround: None

ID: 1016 Message CASTANET_ERROR_WRITE_ERROR Description Write Error. Unable to write to the file. Can be due to the file error or due to the Network Error. Workaround: None

ID: 1017 Message CASTANET_ERROR_UNEXPECTED_FILE Description Unexpected File is encountered. The transmitter is attempting to send a file not identified earlier as being part of the channel. Workaround: None

ID: 1018 Message CASTANET_ERROR_FILE_MISSING Description Local channel file is missing Should re-prepare the channel directory before attempting another update. Workaround: None

ID: 1019 Message CASTANET_ERROR_INSTALL_FAILED Description Mismatch of installed files and recent downloaded updates while preparing the channel directory. Workaround: If it is an UpdateNow client, re-prepare the channel directory.

ID: 1020 Message CASTANET_ERROR_COPY_FAILED Description Failed copying source to destination, probably

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because destination file was missing. Workaround: None

ID: 1021 Message CASTANET_ERROR_RENAME_FAILED Description Renaming channel file during the installation phase failed. Probably because the destination file is missing. Workaround: None

ID: 1022 Message CASTANET_ERROR_MKDIR_FAILED Description Failed to create a directory during the installation phase. Workaround: Note the directory name it failed to make. The error code will accompany this directory name.

ID: 1023 Message CASTANET_ERROR_DELETE_FAILED Description Failed to delete a file or directory during the installation phase. Destination file or directory missing. Workaround: Note the message text next to the error code displayed. It is that file whose name is displayed is having problem deleting. Please make sure that you are not deleting any locked files.

ID: 1024 Message CASTANET_ERROR_INDEX_MISSING Description Failed to find the index file from channel, which is .castanet directory. Workaround: None

ID: 1025 Message CASTANET_ERROR_TRANS_MISSING Description No transmitter specified in the channel properties. Workaround: Please specify the transmitter's name in the transmitter's channel directory. ID: 1026 Message CASTANET_ERROR_CHAN_MISSING Description No channel specified in the channel properties. Workaround: Please specify a channel name in the channel properties.

ID: 1027 Message CASTANET_ERROR_HTTP_UNAUTHORIZED Description While listing/updating a channel. Unable to find a stored credential or the credential was found but retrying the request failed. Workaround: Close the HTTP request and retry.

ID: 1040 Message CASTANET_ERROR_CANT_UNDO Description Error when an undo was requested, but the previous update could not be undone. This occurs when the channel updates and searches for the files, undo and undo.mrb. This error occurs when these files are not found. Workaround: Please try again. Do not tamper the files

ID: 1041


Message CASTANET_UNDO_FAILED Description Manifests as: "No access to class: (class name) The cause is assumed to be that the user does not have file permissions to execute the particular class. Workaround: This occurs when the undo operation fails OR the install operation fails and hence the install has to be undone up to the point where it failed.

ID: 1043 Message CASTANET_ERROR_SSL_NO_SUPPORT Description The transmitter must be contacted using SSL (Secure Sockets Layer) protocol but the SDK or the Tuner cannot find the SSL library which contains the SSL support. Workaround: Need to find the ssl library file and put it back in place. Contact BMC Configuration Management Support for further information.

ID: 1044 Message CASTANET_ERROR_CERTIFICATE_EXPIRED Description This error means the Certificate which is used has expired The certificate has expired. Do a View Certificate to see the Date till which it was valid. Workaround: To request a New certificate.

ID: 1045 Message CASTANET_ERROR_CERTIFICATE_INVALID_ROOT Description The root certificate is issued by a CA which we do not trust. Workaround: Use the certificates issued by a CA, which BMC Configuration Management trusts.

ID: 1046 Message CASTANET_ERROR_CERTIFICATE_MISSING Description Occurs when the certificate is missing or if the channel file or the signature file is missing or there is some problem reading the certificate. Workaround: Please make sure the certificate is present.

ID: 1047 Message CASTANET_ERROR_CERTIFICATE_WRONG_TYPE Description The channel is signed with an invalid certificate type. The certificate should be a Castanet Channel Signing certificate. Workaround: Sign the channel with a Channel Signing Certificate.

Appendix B: Dynamic debugging flags BMC Configuration Management has adopted a dynamic debugging approach so that we can get debug output from our products without having to build new versions. In order to use the debug flag(s) option, you will need to specify it as a java option when launching the tuner:

marimba.launch.javaArgs=-DDEBUGFLAGS=<name=value>,<name=value>

For example, to turn on debugging in the transmitter, you would use

-DDEBUGFLAGS=TX=1 or -DDEBUGFLAGS=5 marimba.launch.javaArgs=-DDEBUGFLAGS=TX=1,TUNER=5,SUB=5

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The higher the number, the more verbose output you get, 5 being the highest. If you want to turn on debugging for the ADP module of the transmitter, the flag name is TX/ADP. You can turn on debugging of all products that currently support this approach with the ALL flag.

Here is the list of flags:

Application Packager (channels)

• SEGMENTS - ( Transmitter 4.7.1, Tuner 4.6.2)

• SOFTDIST- (6.0.3 and later)

• SOFTDIST/ADAPTER – (Application Packager 4.7.3)

Channel Copier CHANNELCOPIER - (6.0.3 and later) CHANNELCOPIER/CLI - (6.0.3 and later) COPY - (6.0.3 and later) COPY/CAR - (6.0.3 and later) COPY/DIRECTORY - (6.0.3 and later) COPY/SESSION - (6.0.3 and later) CMS CMS/ACCESS-CONTROL - (6.0.3 and later) CMS/ACCESS-FILTER - (6.0.3 and later) CMS/ACL - (6.0.3 and later) CMS/APPHANDLER - (6.0.3 and later) CMS/CLASSLOADER - (6.0.3 and later) CMS/CONTAINER - (6.0.3 and later) CMS/EXTMGR - (6.0.3 and later) CMS/GLOBALCONFIG - (6.0.3 and later) CMS/LOGIN-FILTER - (6.0.3 and later) CMS/MAIN - (6.0.3 and later) CMS/REPOSITORY - (6.0.3 and later) CMS/REQUEST - (6.0.3 and later) CMS/REQUEST-STATS - (6.0.3 and later) CMS/ROLEMAP - (6.0.3 and later) CMS/SESSION - (6.0.3 and later) CMS/TASKMGR - (6.0.3 and later) CMS/WEBAPPINFO - (6.0.3 and later) CMS/WEBAPPLICATION - (6.0.3 and later) CMS/WEBAPPMGR - (6.0.3 and later) CMS/WORKFLOW - (6.0.3 and later) CMS/WS (7.x and later) CSF/CONNECTION - - (6.0.3 and later) CSF/PORT - - (6.0.3 and later) CMS AR Manager


AR AR/MANAGER AR/MANAGER/DSL AR/MANAGER/TASK CMS/WEBSERVICE Deployment Manager DM/ARTASK (7.x and later) Infrastructure DEPLOYMENTENGINE - (Infrastructure Administrator 6.0.2.1) REMOTEDEPLOY - (Infrastructure Administrator 6.0.2.1) MIM - (Infrastructure Administrator 6.0.2.1) MIM/COPY - (6.0.3 and later) MIM/DEPLOY - (6.0.3 and later) MIM/LISTING - (6.0.3 and later) MIM/PROFILES - (6.0.3 and later) INFRASERVICE - (Infrastructure Service 6.0.2.1 and later) INFRASERVICE/CHANNELPROPS -(6.0.3 and later) INFRASERVICE/PLUGIN -(6.0.3 and later) INFRASERVICE/TUNERPROPS - (6.0.3 and later) Inventory DB/CP - (Inventory 5.0.2) DB/MGR - (Inventory 5.0.2) DBSCRIPT/PARSER (7.x and later) DBTREE/NODE (7.x and later) INV/DB - (Inventory 4.7, 5.0 and later) INV/MGR - (Inventory 4.7, 5.0 and later) INV/PLUGIN - (Inventory 4.7, 5.0 and later) INV/REPOSITORY - (Inventory 4.7, 5.0 and later) INV/SCANNER - (Inventory 4.7, 5.0 and later) REPOSITORY - (6.0.3 and later) Logging LOG/MGR - (6.0.3 and later) LOG/PLUGIN - (Inventory5.0.2) LOG/SERVICE - (Inventory 5.0.2) Patch Management PATCHCOM (Patch 7.x and later) PATCHMGR (Patch 2.x and later) PATCHMGR/MAIN (Patch 2.x and later) PATCHMGR/EXTENSION (Patch 2.x and later) PATCHMGR/FILTER (Patch 2.x and later) PATCHMGR/ACL (Patch 2.x and later) PATCHMGR/ACTION (Patch 2.x and later)

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Proxy PROXY - (Proxy 4.7) PROXY/ADMIN - (Proxy 4.7) PROXY/GC - (Proxy 4.7) PROXY/STATS - (6.0.3 and later) Remote Deployer REMOTEADMIN - (6.0.3 and later) REMOTEADMIN/DEPLOYMENT - (6.0.3 and later) REMOTEADMIN/PROXY - (6.0.3 and later) REMOTEADMIN/PX - (6.0.3 and later) REMOTEADMIN/RPC - (6.0.3 and later) REMOTEADMIN/RPCTUNER - (6.0.3 and later) REMOTEADMIN/SESSION - (6.0.3 and later) REMOTEADMIN/TUNER - (6.0.3 and later) REMOTEADMIN/TX - (6.0.3 and later) REMOTEDEPLOY/DEPLOYMENT - (6.0.3 and later) REMOTEDEPLOY/DEPLOYMENTOBSERVER - (6.0.3 and later) REMOTEDEPLOY/DEPLOYRESULTITERATOR - (6.0.3 and later) REMOTEDEPLOY/DEPLOYTABACTION - (6.0.3 and later) REMOTEDEPLOY/EXECTASK - (6.0.3 and later) REMOTEDEPLOY/FTPTASK - (6.0.3 and later) REMOTEDEPLOY/NEWDEPLOYACTION - (6.0.3 and later) REMOTEDEPLOY/PSEXECTASK - (6.0.3 and later) REMOTEDEPLOY/RSHELLTASK - (6.0.3 and later) REMOTEDEPLOY/SCPTASK - (6.0.3 and later) REMOTEDEPLOY/SSHTASK - (6.0.3 and later) REMOTEDEPLOY/UNIXTASK - (6.0.3 and later) CMDB Integration with Remote Deployer REMOTEDEPLOY/DEPLOYMENTSMANAGER - (6.0.3 and later) Report Center COLLECTIONS/HASHMAP (7.x and later) RC/ACTION - (Inventory 5.0.2) RC/BEAN - (Inventory 5.0.2) RC/FORM/SCHEDULE - (Inventory 5.0.2) RC/FORM/ENDPOINT - (6.0.3 and later) RC/COLLECTION -(Inventory 5.0.3 and later) RC/LAUNCH - (Inventory 5.0.2) RC/MODULE/CLI - (Inventory 5.0.2) RC/MODULE/CONFIG - (Inventory 5.0.2) RC/MODULE/PUBLISH - (Inventory 5.0.2) RC/MODULE/QUERY - (Inventory 5.0.2) RC/QUERY - (Inventory 5.0.2) RC/QUERY/TM - (Inventory 5.0.2) RC/CUSTOMTABLES - (6.0.3 and later) RC/DB - (6.0.3 and later) COLLECTIONS/HASHMAP - (6.0.3 and later)


CONFIG/PUBLISH - (6.0.3 and later) Schema Manager SCHEMAMGR/ACTION - (6.0.3 and later) SCHEMAMGR/DATABASE - (6.0.3 and later) SCHEMAMGR/MAIN - (6.0.3 and later) SCHEMAMGR/REPOSITORY - (6.0.3 and later) SSL SSL/CERTS - ( Transmitter 4.7.1, Tuner 4.6.2) SSL/CLIENT - ( Transmitter 4.7.1, Tuner 4.6.2) SSL/IO - ( Transmitter 4.7.1, Tuner 4.6.2) SSL/SESSIONS - ( Transmitter 4.7.1, Tuner 4.6.2) RSASSL - (6.0.3 and later) Subscription LDAP - ( Transmitter 4.7.1, Tuner 4.6.2, Inventory 5.0, Subscription 5.0) LDAP/TIME - (6.0.3 and later) LDAPPERFORMANCE - (6.0.3 and later) LDIF - (6.0.3 and later) SUB - (Subscription 5.0) SUB/ARTASK (Subscription 7.x and later) SUB_DELETE (Subscription 5.0) SUB/LDAPQC/BASE - (6.0.3 and later) SUB/LDAPQC/CORE - (6.0.3 and later) SUB/LDAPQC/MGR - (6.0.3 and later) SUB/PLUGIN - (6.0.3 and later) SUBTIMING - (6.0.3 and later) WEBAPP - (Subscription 5.0, ) WEBAPP/TXLISTING - (Subscription 5.0, ) Transmitter TX/ADP - (Transmitter 4.7.1) TX/CACHE - (Transmitter 4.7.1) TX/COMPRESSION - (Transmitter 4.7.1) TX/DIFFS - (Transmitter 4.7.1) TX/DSL (Transmitter 7.x and later) TX/GC (Transmitter 7.x and later) TX/GETFILES - (Transmitter 4.7.1) TX/HTTP (Transmitter 7.x and later) TX/ID (Transmitter 7.x and later) TX/INDEXES - (Transmitter 4.7.1) TX/PLUGIN - (Transmitter 4.7.1) TX/PUBLISH - (Transmitter 4.7.1) TX/REPEATER - (Transmitter 4.7.1) TX/TYPE (Transmitter 7.x and later) TX/WORKSPACE - (Transmitter 4.7.1)

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TX/ADP/CMDCACHE - (6.0.3 and later) TX/ADP/CMDS - (6.0.3 and later) TX/ADP/REPEATERS - (6.0.3 and later) TX/INDEXES - (6.0.3 and later) TX/SEGMENT - (6.0.3 and later) TX/SERVER - (6.0.3 and later) TX/STATS - (6.0.3 and later) TX/USERDB - (6.0.3 and later) TX/XML - (6.0.3 and later) TXLISTING/LIST - (6.0.3 and later) TXLISTING/MGR - (6.0.3 and later) INDEX - (Transmitter 4.7.1) INDEX/READER - (Transmitter 4.7.1) INDEX/WRITER - (Transmitter 4.7.1) PUBLISH/ADP - (Transmitter 4.7.1, Tuner 4.6.2) PUBLISH/SCAN - (Transmitter 4.7.1) STORAGE/LEAKS - ( Transmitter 4.7.1) UPDATE/CACHE - (Transmitter 4.7.1) UPDATE/ADP - (6.0.3 and later) UPDATE/INSTALL - (6.0.3 and later) UPDATE/MAIN - (6.0.3 and later) UPDATE/UNDO - (6.0.3 and later) Tuner TUNER/ADP - (Tuner 4.6.2) TUNER/ADDRESSCACHE - (Tuner 4.6.2) TUNER/APPLICATIONCLASSLOADER - (Tuner 4.6.2) TUNER/CHANNEL - (Tuner 4.6.2) TUNER/CHANNELEDITOR - (Tuner 4.6.2) TUNER/GC - (Tuner 4.6.2) TUNER/NETDETECT - (6.0.3 and later) TUNER/REPEATER - (Tuner 4.6.2) TUNER/RECEIPT (Tuner 7.x and later) TUNER/SCHEDULER - (Tuner 4.6.2) TUNER/SHELL - (Tuner 4.6.2) TUNER/TASK - (Tuner 4.6.2) TUNER/TUNER (6.0.3 and later) TUNER/UNIXDESKTOP - (Tuner 4.6.2) TUNER/WINDOWSDESKTOP - (Tuner 4.6.2) DEPLOY - (Tuner 4.6.2) DNS – (Tuner 4.6.2) DNS/FINDSERVERS - (6.0.3 and later) DNS/LOOKUP - (6.0.3 and later) DBTREE/NODE - (6.0.3 and later) RPC - ( Transmitter 4.7.1, Tuner 4.6.2) STORAGE - ( Transmitter 4.7.1, Tuner 4.6.2)


STORAGE/LEAKS - (6.0.3 and later) STORAGE/REPAIR - ( Transmitter 4.7.1, Tuner 4.6.2) UPDATE/ADP - ( Transmitter 4.7.1, Tuner 4.6.2) UPDATE/INSTALL - ( Transmitter 4.7.1, Tuner 4.6.2) UPDATE/MAIN - (Transmitter 4.7.1, Tuner 4.6.2) UPDATE/UNDO - ( Transmitter 4.7.1, Tuner 4.6.2) UPDATE/VERIFY - (Tuner 4.6.2)

proxy-troubleshooting

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