SST Operations Bridge Troubleshooting Guide Part number: 577540-001 First edition: 07/2009
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Contents Preface Before You Begin ..................................................................................................................................... 4 Who Should Read This Guide ................................................................................................................... 4 Organization .......................................................................................................................................... 4 HP SST/OB Documentation ..................
Preface SST Operations Bridge (SST/OB) is specially designed to provide an across-the-board solution for managing Problem, Change and Asset management in your Terminal environment. Before You Begin As the administrator who administers the SST/OB, you should be familiar with the Terminal environment, HP NonStop Servers, Microsoft SQL Server Database, network protocols, client/server architecture and basic Microsoft Windows navigation.
Description Media SST Operations Bridge Web Client Guide Provides information on the SST/OB Web Client Application and how to use various features of the product. PDF SST Operations Bridge Troubleshooting Guide Provides information on the common SST/OB troubleshooting queries. PDF SST Operations Bridge Client Help Provides help on the SST/OB Client Application. Also provides information on how to configure and use the product.
1 General SST/OB Troubleshooting Checklist 1. 2. Check if SST/OB Client is up & running and healthy. Check if SST/OB Application Server is running. Use Services to check the status of the following services a. SST/OB Alerts Processor b. SST/OB Command and Control c. Elink service d. SST/OB Event Correlator Agent e. SST/OB Gather f. SST/OB Mail Agent g. SST/OB Processor h. SST/OB NSK Event Logger i. SST/OB Transaction Stat Agent 3. Check if the network connection is established.
2 Troubleshooting SST/OB Installation on Windows 2-1 Missing Executable Files An executable file contains information that is actually not a part of the program itself, such as information on the environment required to run the program, debugging and symbolic information, or other housekeeping information used by the operating system to prepare the program to be run.
2-3 Database Already Exists SST/OB Server installation provides the following Database options while installation: • Create SSTOB Database and Tables • Create only SSTOB Tables The SST/OB Server installation will fail if you select the Create SSTOB Database and Tables option and the SSTOB database is already created. Figure 2-3 SST/OB Error Message Dialog Box To troubleshoot this problem, either manually remove the SSTOB database or select the Create only SSTOB Tables option.
2-5 Services not Started in Case of Windows Authentication While installing SST/OB Application Server the Database Server screen can be used to specify the location of the SST/OB Database Server along with the authentication mode to be used. On selecting Windows authentication as the authentication mode the Work Domain/Work-Group Server Login screen is displayed.
3. The corresponding SST/OB Service Properties dialog box is displayed. Click on the Log On tab to display the tab page. Figure 2-3 SST/OB Service Properties Dialog Box 4. Select This account radio button from the options available under Log on as area. This enables the Password and Confirm password fields. 5. Enter the correct password in the respective fields and restart the SST/OB services.
3 Troubleshooting SST/OB Application Server 3-1 Application Server Services Log File Shows Database Connection Lost If the Application Server services log file shows the message that the database connection is lost, check the following to troubleshoot the problem. • Check ODBC DSN Connection Check the SSTOB ODBC DSN connection after installation to make sure that the SSTOB Database and Application Server are accessible to each other.
You can also view the status of the various SST/OB services using the icon on the SST/OB Client application. This displays the Connections and Components Status dialog box. Figure 3-2 Connections and Components – Components Tab Page 3-3 Enabling Detailed Tracing You can enable detailed tracing by setting the trace level for each component to PROGRESS mode. This can be accomplished using the SST/OB Configuration Client.
3-4 Increasing the Log File Size The log file size should be increased if the SST/OB database has a large number of update, delete, or insert transactions. Use the SST/OB Configuration Client to increase the maximum log file size. Select the parameter Maximum Logfile Size (KB) and change the Value to the required log file size in the Settings area. Click on the Save button to save the changes. Changes will be effective only after restarting the service.
4 Troubleshooting HP NonStop SST Agent 4-1 Checking SST/OB Process Status on HP NonStop Server You can use the following command to view the status of all the SST/OB processes running on the NonStop Server. RUN STATAOB 4-2 Checking SST/OB HP NonStop Server Process Log File It is recommended to check the status of the log file of all the SST/OB processes on the HP NonStop Server. Use the following command to view the log file on the NonStop Server.
3. If EMON is up but its not logging event messages, find the Collector on which the events are logging and then configure the collector in the TACCCONF file. 4-6 SST/OB License Key Issue Troubleshooting HP NonStop SST Agent If the SST/OB environment License Key gets expired, it will continuously keep on running Buildcfg after an interval of 30 minutes. To resolve this problem, update the License key in the AOBCONF file.
5 Troubleshooting SST/OB Client Application 5-1 Database Connection Failed If the connection of the SST/OB Client with the database server is lost, the following error message will be displayed. Figure 5-1 Database Connection Failed To troubleshoot the problem, perform the following steps: • Check the ODBC DSN Connection DSN is required to create an ODBC connection between your Client application and the database. Make sure that the connection is working properly. • Check the DB system up/down status.
5-2 SST/OB Components/Services Status You can use the Clicking on the icon on the SST/OB Client Status bar to view the status of the SST/OB Components. icon displays the Connections and Components Status - Components tab page. You can view the last reported status of the various SST/OB components.
5-3 SST/OB Database Connections Status You can use the icon on the SST/OB Client Status bar to view the status of the SST/OB database connections. Clicking on the icon displays the Connections and Components Status - Connections tab page. You can view the status of the database connections using the dialog box.
5-5 User Not Able to View Default SST/OB Web Page Follow the steps give below if the user is not able to view the default SST/OB Web page on IIS 6.0. 1. Start the IIS Manager. 2. Select the root node name in the left hand tree view. 3. Click on the Web Service Extensions folder. This displays the list of web services available. Figure 5-5 Internet Information Services Manager Window 4. In the details pane, allow the following Web service extensions: • ASP.NET v2.
5-8 Enable TCP/IP Protocol In case the TCP/IP protocol is disabled for SQL Server, the following features will not work: • SST/OB Services • SST/OB Configuration Client • SST/OB Client GUI • SST/OB Web GUI Follow the steps given below to enable TCP/IP protocol on the SQL Server: 1. Click on Start Æ Microsoft SQL Server 2005 Æ Configuration Tools Æ SQL Server Configuration Manager. This displays the SQL Server Configuration Manager window. 2.
5-11 Substitution Parameters and Thresholds The Substitution parameters will work only for "Policy Action" not for "Threshold”.
6 Troubleshooting SST/OB Database 6-1 Troubleshooting a Full Transaction Log When the transaction log becomes full, the SQL Server Database Engine issues an error. The response to such a situation will depend on the condition(s) that caused the log file to fill. For more details and options available for responding to a full transaction log, refer to Microsoft documentation.
sp_dropserver GO sp_addserver , local GO Restart the instance of SQL Server. After a computer has been renamed, any connections that used the old computer name must connect by using the new name. To verify that the renaming operation has completed successfully, select information from either @@SERVERNAME or sys.servers. The @@SERVERNAME function will return the new name, and the sys.servers table will show the new name.
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