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Jazz for Service Management Version 1.1 Fix Pack 3 Beta. Troubleshooting Guide Draft

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Jazz for Service Management Version 1.1 Fix Pack 3 Beta Troubleshooting Guide Draft Jazz for Service Management Version 1.1 Fix Pack 3 Beta Troubleshooting Guide Draft Note Before using this information
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Jazz for Service Management Version 1.1 Fix Pack 3 Beta Troubleshooting Guide Draft Jazz for Service Management Version 1.1 Fix Pack 3 Beta Troubleshooting Guide Draft Note Before using this information and the offering it supports, read the information in Notices on page 305. This edition applies to Version 1.1 FP 3 Beta of Jazz for Service Management and to all subsequent releases and modifications until otherwise indicated in new editions. Copyright IBM Corporation 2012, US Government Users Restricted Rights Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. Contents Figures vii Tables ix Chapter 1. Troubleshooting and support for Jazz for Service Management Techniques for troubleshooting problems Searching knowledge bases Getting fixes from Fix Central Contacting IBM Support Exchanging information with IBM Sending information to IBM Support Receiving information from IBM Support Collecting data for analysis of installation problems Collecting data for analysis of runtime problems 14 Subscribing to Support updates Log file locations Chapter 2. Troubleshooting installations Diagnosing and resolving an installation problem. 19 General installation problems and limitations Failure of Jazz for Service Management installation due to antivirus program Launchpad cannot be run from a mapped Windows network drive Cannot create the Registry Services database in DB2 as a non-instance owner Unable to install Administration Services in a Liberty profile Unable to run the launchpad Installation Manager does not render Thai locale correctly Unable to install integration services Cannot uninstall Jazz for Service Management extension for WebSphere and integration services in the same flow Uninstalling WebSphere Application Server does not remove the installation directory Uninstalling WebSphere Application Server does not remove its program group Uninstalling Jazz for Service Management does not remove all files Registry keys with incorrect WebSphere Application Server version Inconsistent registry keys generated on installing WebSphere Application Server Registry keys are not removed on uninstalling WebSphere Application Server WebSphere Application Server installation on Windows 2012 displays a warning Launchpad does not display the Next button.. 24 Installation Manager does not display the option to logon to Dashboard Application Services Hub. 25 The login page for Dashboard Application Services Hub is not displayed Administration service provider is not unregistered when Administration Services in uninstalled Cannot use arrow keys for navigation in the launchpad WebSphere Application Server fails to restart after installing integration services Cannot run the launchpad because of the security zone level Unable to update all packages by using Installation Manager Registry Services installation as a domain user fails on Windows WebSphere Application Server stops on log off 27 Installation Manager does not display the Configuration feature for Registry Services Schema WebSphere Application Server credentials validation fails during custom workflow DB2 configuration limitations for IBM Cognos Content Store Launchpad does not install correct version of the offering Username in Japanese not accepted Multibyte characters not supported Launchpad does not render Hebrew locale JAWS reads launchpad buttons incorrectly Drop Database check box status not displayed on AIX Security warning displayed when installing from a mapped network drive Tivoli Common Reporting installation problems.. 30 IBM Tivoli Common Reporting installation fails when the user is a DB2 instance owner Tivoli Common Reporting installation fails on a machine with an invalid time zone setting Restoring Cognos if Tivoli Common Reporting Version update fails on multiple platforms. 31 Limitations of Tivoli Common Reporting on Russian and Czech locales Limitations of installing Tivoli Common Reporting in console and silent modes in Arabic and Hebrew locales Upgrading from package to a path with space does not work Installation fails because the Deployment Engine fails to initialize Installation on RedHat Linux fails Installation fails when install.sh is invoked using relative path Installation fails on a system with Turkish locale 36 Copyright IBM Corp. 2012, 2014 iii The Work with reports portlet displays an error regarding session capability Cognos Business Intelligence does not install on Linux UDA-SQL-0031 Unable to access database: QE-DEF-0285 Logon failure Deployment Engine does not support libstdc++.so.6 on Linux Error cannot Permission denied when installing Tivoli Common Reporting 37 Uninstalling the Deployment Engine to complete Tivoli Common Reporting manual uninstallation. 38 Cannot log on to Cognos Installer cannot connect to target database Chapter 3. Troubleshooting Administration Services Using log files for troubleshooting Viewing application server profile logs for login errors Problems and limitations Resolving the browser certificate error Resolving the authentication exception in Administration Services UI Administration Services UI does not display registered resources when services are deployed into different nodes Resolving the Server not found error Unable to run command-line operations after uninstalling Registry Services Task execution details displayed in a different locale than the locale set on the browser Resource registration fails with a message Administration Services command-line interface renders incorrect character sets for Hebrew, Thai, and Arabic locales Chapter 4. Troubleshooting Dashboard Application Services Hub Using log files for troubleshooting Exporting Dashboard Application Services Hub data for problem analysis Login errors Harmless authentication messages Already logged in No user role assigned Viewing application server profile logs for login errors Slow network response Dashboard Application Services Hub administrator role recovery System in maintenance mode Chart errors Considerations when changing a user ID Wires wizard does not show custom widget titles. 54 Empty dashboards in a load balanced environment 55 UI Connection fails using IPV6 address in Firefox 55 Resetting dashboard widgets after data error Preliminary data filter issue Scroll bar missing in the table widget Slow and unresponsive browser Chapter 5. Troubleshooting Registry Services Using log files for troubleshooting Application, database, and CLI errors Database installation Inspecting DB2 errors Application installation Application runtime Command-line interface Using ISA data collectors for Registry Services.. 73 White spaces and brackets on file paths Reconciliation issues in Registry Services Reconciliation scenarios Useful Registry Services queries How to gather information to report an issue Chapter 6. Troubleshooting Security Services Using log files for troubleshooting Detecting basic and SSO authentication errors Troubleshooting authentication errors UnknownHostException Unable to find valid certification path to requested target Unrecognized SSL message, plaintext connection? 93 HTTP 404 Error - Not Found Connection refused Authentication Failed Request failed The specified RequestSecurityToken is not understood The AXIS engine could not find a target service to invoke Operation timed out: connect: could be due to invalid address Chapter 7. Troubleshooting Tivoli Common Reporting Using log files for troubleshooting Enabling detailed log and trace information.. 97 Viewing application server profile logs for login errors Common Reporting problems Configuring single sign-on (SSO) for IBM Tivoli Common Reporting Tooltip does not show up for the reports in non English locale for Tivoli Common Reporting.. 99 Limitations of Tivoli Common Reporting link in Dashboard Application Services Hub Browsing images does not work in Report Studio Your login session expires while working with the Common Reporting portlet ODBC System DSN connections fail to test from the Tivoli Common Reporting server When starting Framework Manager you are prompted to supply your login details twice iv Jazz for Service Management: Troubleshooting Guide Draft Drill-through definitions in BIRT reports do not work The Work with reports window is blank An error UDA-SQL-0569 appears while starting Cognos server An error occurs when starting Framework Manager Error QE-DEF-0368: Unable to decrypt user name and password credentials from the content store Unable to locate libcoguador on Linux with Oracle No content displayed in Common Reporting portlet in Internet Explorer The Common Reporting portlet does not work properly in Internet Explorer Charts in reports do not appear Cognos Configuration does not open Cannot open the sample overview report Error after running a sample overview report 105 When trying to find users in user repository, an error appears Connection with the datasource fails Cannot save IBM Cognos Configuration settings 106 The reporting engine fails to start with the SQLCODE=286 and SQLSTATE= Report Studio does not work with Internet Explorer UDA-SQL-0031 Unable to access database: QE-DEF-0285 Logon failure BIRT drill-through definitions do not work in Cognos Scheduled reports do not run after changing user password BIRT HTML reports do not work after upgrade to IBM Tivoli Common Reporting Version XML datasource in IBM Cognos does not work on IPv6 machines Appendix A. Jazz for Service Management references Common directory locations Restarting Jazz for Service Management application servers Stopping Jazz for Service Management application servers Starting Jazz for Service Management application servers Appendix B. Jazz for Service Management messages Administration Services messages Command-line messages GUI messages Platform messages Web client messages Web messages Task builder messages Registry Services messages Common messages Configuration messages Installation Messages Persistence messages Resource Registry messages Service Provider messages Server messages Security Services messages Authentication Service messages Security Services CLI messages Authentication Service CLI messages Authentication Service client messages Security Services audit messages Authentication Service client RP (cookie helper) messages Tivoli Common Reporting messages Command-line messages Inventory messages Portlet messages Report tools messages Reporting helper messages Skin applier messages Installation messages URL provider messages Notices Support information and feedback 307 Index Contents v vi Jazz for Service Management: Troubleshooting Guide Draft Figures Copyright IBM Corp. 2012, 2014 vii viii Jazz for Service Management: Troubleshooting Guide Draft Tables 1. Jazz for Service Management log files and locations Determining the Jazz for Service Management application server to start Determining the Jazz for Service Management application server to start Copyright IBM Corp. 2012, 2014 ix x Jazz for Service Management: Troubleshooting Guide Draft Chapter 1. Troubleshooting and support for Jazz for Service Management Troubleshooting and support information for Jazz for Service Management helps you understand, isolate, and resolve problems. To resolve a problem on your own, you can find out how to identify the source of a problem, how to gather diagnostic information, where to get fixes, and which knowledge bases to search. If you need to contact IBM Support, you can find out what diagnostic information the service technicians need to help you address a problem. Troubleshooting and support information contains instructions for using the problem-determination resources that are provided with your IBM products. Techniques for troubleshooting problems Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem. Certain common techniques can help with the task of troubleshooting. The first step in the troubleshooting process is to describe the problem completely. Problem descriptions help you and the IBM technical-support representative know where to start to find the cause of the problem. This step includes asking yourself basic questions: v What are the symptoms of the problem? v Where does the problem occur? v When does the problem occur? v Under which conditions does the problem occur? v Can the problem be reproduced? The answers to these questions typically lead to a good description of the problem, which can then lead you to a problem resolution. What are the symptoms of the problem? When starting to describe a problem, the most obvious question is What is the problem? This question might seem straightforward; however, you can break it down into several more-focused questions that create a more descriptive picture of the problem. These questions can include: v Who, or what, is reporting the problem? v What are the error codes and messages? v How does the system fail? For example, is it a loop, hang, crash, performance degradation, or incorrect result? Where does the problem occur? Determining where the problem originates is not always easy, but it is one of the most important steps in resolving a problem. Many layers of technology can exist Copyright IBM Corp. 2012, between the reporting and failing components. Networks, disks, and drivers are only a few of the components to consider when you are investigating problems. The following questions help you to focus on where the problem occurs to isolate the problem layer: v v v v Is the problem specific to one platform or operating system, or is it common across multiple platforms or operating systems? Is the current environment and configuration supported? Do all users have the problem? (For multi-site installations.) Do all sites have the problem? If one layer reports the problem, the problem does not necessarily originate in that layer. Part of identifying where a problem originates is understanding the environment in which it exists. Take some time to completely describe the problem environment, including the operating system and version, all corresponding software and versions, and hardware information. Confirm that you are running within an environment that is a supported configuration; many problems can be traced back to incompatible levels of software that are not intended to run together or have not been fully tested together. When does the problem occur? Develop a detailed timeline of events leading up to a failure, especially for those cases that are one-time occurrences. You can most easily develop a timeline by working backward: Start at the time an error was reported (as precisely as possible, even down to the millisecond), and work backward through the available logs and information. Typically, you need to look only as far as the first suspicious event that you find in a diagnostic log. To develop a detailed timeline of events, answer these questions: v Does the problem happen only at a certain time of day or night? v How often does the problem happen? v What sequence of events leads up to the time that the problem is reported? v Does the problem happen after an environment change, such as upgrading or installing software or hardware? Responding to these types of questions can give you a frame of reference in which to investigate the problem. Under which conditions does the problem occur? Knowing which systems and applications are running at the time that a problem occurs is an important part of troubleshooting. These questions about your environment can help you to identify the root cause of the problem: v Does the problem always occur when the same task is being performed? v Does a certain sequence of events need to happen for the problem to occur? v Do any other applications fail at the same time? Answering these types of questions can help you explain the environment in which the problem occurs and correlate any dependencies. Remember that just because multiple problems might have occurred around the same time, the problems are not necessarily related. 2 Jazz for Service Management: Troubleshooting Guide Draft Searching knowledge bases Can the problem be reproduced? From a troubleshooting standpoint, the ideal problem is one that can be reproduced. Typically, when a problem can be reproduced you have a larger set of tools or procedures at your disposal to help you investigate. Consequently, problems that you can reproduce are often easier to debug and solve. However, problems that you can reproduce can have a disadvantage: If the problem is of significant business impact, you do not want it to recur. If possible, re-create the problem in a test or development environment, which typically offers you more flexibility and control during your investigation. v Can the problem be re-created on a test system? v Are multiple users or applications encountering the same type of problem? v Can the problem be re-created by running a single command, a set of commands, or a particular application? You can often find solutions to problems by searching IBM knowledge bases. You can optimize your results by using available resources, support tools, and search methods. Procedure To search knowledge bases for information that you need, use one or more of the following approaches: v Find the content that you need by using the IBM Support Portal. The IBM Support Portal is a unified, centralized view of all technical support tools and information for all IBM systems, software, and services. The IBM Support Portal lets you access the IBM electronic support portfolio from one place. You can tailor the pages to focus on the information and resources that you need for problem prevention and faster problem resolution. Familiarize yourself with the IBM Support Portal by viewing the demo videos (https://www.ibm.com/blogs/spna/entry/the_ibm_support_portal_videos) about this tool. These videos introduce you to the IBM Support Portal, explore troubleshooting and other resources, and demonstrate how you can tailor the page by moving, adding, and deleting portlets. v Search for content about Jazz for Service Management by using one of the following additional technical resources: Use the Jazz for Service Management community at Service Management Connect. Feel free to join this community, share, and contribute. Use the Jazz for Service Management community forums at Service Management Connect: - Jazz for Service Management forum - Administration Services forum - Registry Services forum - Security Services forum - User interface forum for Dashboard Application Services Hub in Jazz for Service Management Tivoli support communities (forums and newsgroups) Chapter 1. Troubleshooting and support for Jazz for Service Management 3 Getting fixes from Fix Central v v Search for content by using the IBM masthead search. You can use the IBM masthead search by typing your search string into the Search field in the menu bar of any ibm.com page. Search for content by using any external search engine, such as Google, Yahoo, or Bing. If you use an external search engine, your results are more likely to include information that is outside the ibm.com domain. However, sometimes you can find useful problem-solving information about IBM products in newsgroups, forums, and blogs that are not on ibm.com. You can use IBM Fix Central to find the fixes that are recommended by IBM Support for a variety of products, including Jazz for Service Management. With Fix Central, you can search, select, order, and download fixes for your system with a choice of delivery options. An integration service fix might be available to resolve your problem. Procedure 1. Open your web browser. Ensure that you sign into IBM.com or IBM Support Portal; enter one of the following URLs: v Fix Central landing page In the Find product tab, follow the online instructions to use the filtered drop-down lists and display the current version of the Jazz
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