Unicenter Desktop and Server Management

®

Diagnostics Guide
R11.x

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© 2007 CA. All rights reserved.

Contents
Chapter 1: Introduction ......................................................... 1-1
References ................................................................................................................... 1-1

Chapter 2: What’s New and What’s Changed..................... 2-1
Architectural components ............................................................................................... 2-1 Security Model .............................................................................................................. 2-3 Inventory ..................................................................................................................... 2-4 Improved GUI performance............................................................................................. 2-4 Continuous Discovery..................................................................................................... 2-4 Directory Integration...................................................................................................... 2-4 Improved Software Detection .......................................................................................... 2-4 Machine Utilization Data ................................................................................................. 2-5 Linux OSIM................................................................................................................... 2-5 Linux Remote Control..................................................................................................... 2-5 Enhanced PIF Installer.................................................................................................... 2-5 Web Services ................................................................................................................ 2-6 Unicenter Software Delivery Database Design .................................................................... 2-6 USD Packager ............................................................................................................... 2-6 Obsolete Features Removed ............................................................................................ 2-8

Chapter 3: Understanding the Architecture ........................ 3-1
Agent .......................................................................................................................... 3-2 Scalability Server .......................................................................................................... 3-2 Domain Manager ........................................................................................................... 3-2 Enterprise Manager........................................................................................................ 3-3 Unicenter DSM Explorer.................................................................................................. 3-3 The Management Database (MDB) ................................................................................... 3-3 Common Application Framework and Startup .......................................................................... 3-4

Chapter 4: Basic Troubleshooting......................................... 4-1
Identify the Environment...................................................................................................... 4-1 Separate the Problem from the Symptoms.............................................................................. 4-2

Contents

0–1

. 4-3 What is the Extent of the Problem? ...................................................................................................................................................................5-17 Unable to Connect to Web Service .......................................... 4-4 A Change in the Environment................ 5-8 Windows Installations ..............................................................................................................5-17 Scalability Server Unable to Connect to Engine ...... 4-6 Apply the Cure and Document the Solution.....................................................................................5-17 Timeout Error with Dual NICs.........................................................................................5-19 Cannot Deploy SD Packages after Upgrading from USD 4........0 ...................................................................................................................................................5-19 Agents Not Registering................................................................................................................................ 6-3 0–2 CA-Product User Guide ....................................................................................... 6-1 OSIM.......................................................................................................................................5-18 Large Number of Subfolders and Files in Install Directory ...................................................................5-16 Unable to Initialize Database Connection .................................5-16 Cannot find JDBC SP3 ................................................................. 5-1 Installation Process Overview ...................................................................................................Common Application Framework and Startup What Happened ..................................................................................... 4-4 Identify Potential Causes .............................................................................5-20 Chapter 6: Troubleshooting Software Delivery ................................................................................................ 5-8 LINUX Installations...............................................................................................................................................................................................6-1 DTS Considerations . 6-3 Cannot Run Jobs on Agent.......................................................................................................................................................................................................................................................................................................................................................5-15 Installation Symptoms and Solutions ..................................................................................................................................................................................................................5-14 Agent Registration................................................................................... 6-2 Symptoms and Solutions ...................5-19 Migration Symptoms and Solutions.......................................................................................................................5-1 Pre-Installation Considerations ......... 4-6 Confirm your Conclusions .......................................... 4-5 A Change to the Product or Component ....................................................................................................... 4-2 Where It Happened ..................................................................5-16 Unable to connect to MDB (Ingres) ...................................................................................... 6-2 Cannot Run Jobs on Scalability Server Agent ............................................ 4-6 User Error ....................... 4-7 Chapter 5: Troubleshooting Installation and Migration ..................................5-11 General Install Notes ..............................................5-13 Infrastructure Deployment ..................................................................... 4-3 When It Happened ....... 6-3 Cannot Run Jobs on Agent...............................................................................................................................................5-16 Lots of Memory Usage.................................

................................................................ 7-2 Disappearing Asset Management Deployment Jobs ................................................................................................................................................................................................................................................ 6-7 Software Package Not Added to Windows Add\Remove Programs ......................................................................................................................................................................................................................................................... 6-8 Chapter 7: Troubleshooting Asset Management .................................................................... 6-8 Updating Source List Library Error – but Job Still Works ................................................................................................................................................................... 7-4 Unable to Set Asset Group Permissions .. 6-6 Job Check Dialog is Invisible ............................................................................................................................................... 9-2 Contents 0–3 ...... 7-2 Signatures Missing After Upgrade...................... 6-4 Persistent Migration Lock ....................................................................................................................................................................................... 6-6 Distribution Does Not Progress – but DTS Still Active ........... 7-2 Unable to Sort Computer Groups by Type................................................. 6-7 Cannot See DSM Agent Deployment Packages in Staging Library ........................................... 9-1 Installing DSM r11....................2 with Pre-Existing Common Services .................................................................................................................................................................................................................................................. 6-6 Security Violation for DTS Transfer that was Suspended and Resumed ....................................................... 6-4 No Answer from Domain Manager After Container is Sent .................................................................. 6-5 CCS Calendar No Longer Attached.......... 6-5 Jobs Sent to Remote Agents Not Executed or Delayed............................. 8-1 Global Address Book not Populating ................... 6-4 Agents are not Migrated during Upgrade ................................... 6-5 Configuration Parameter Could Not Be Written .... 8-1 Symptoms and Solutions...................... 6-7 Target Name Missing in Jobcheck ....................................................................Common Application Framework and Startup Agents not Registering ................. 7-1 Note Regarding Software Scanning and Detection . 8-1 User Cannot Connect .............................................................................. 6-7 Error Running Purge and Archive Software Job............................ 9-1 Considerations for Common Components..................................................... 8-2 Chapter 9: Troubleshooting Common Components and Integrations .......... 7-1 Symptoms and Solutions......................... 8-2 Erratic Keyboard Behavior over Slow Connection ........................................................... 7-4 Chapter 8: Troubleshooting Remote Control ..... 9-2 Understanding Managed and Unmanaged Objects ........................................

...........................Common Application Framework and Startup Chapter 10: Useful Tools and Utilities........................................10-2 0–4 CA-Product User Guide ....................10-1 Other tools ..........................................................................................................................................10-1 cftrace..............................................................................................................................10-1 Dsminfo.....................................

2.com/premium/unicenter30/infodocs/TEC418063. Chapter 1: Introduction 1–1 . In addition. this document also provides insights into the higher level design patterns and process flows that make up Unicenter DSM. The chapters are intended to be selfcontained and randomly accessible. Understanding how Unicenter DSM works can help you diagnose problems when it doesn’t.com).com/public/impcd/r11/StartHere.x – Implementation Guide Unicenter DSM r11. This information is presented in a series of chapters that cover product specific and shared aspects of Unicenter DSM. In addition to diagnostic tips.ca. Note: Beginning with r11.ca. Unicenter Desktop and Server Management has been renamed to the Client Management Solution (CMS). References The following additional documents are referenced and should be consulted for further details: Unicenter DSM r11.x implementation.htm Following is the direct link to the CA Messaging Troubleshooting Guide which contains information on diagnosing problems with CAM and CAFT: http://supportconnectw. best practice guidelines for both Unicenter DSM and its underlying database (the MDB) can be found at the following link: http://supportconnectw.x – Release Impact Guide Product Readme files and online HELP The most up to date technical guidelines and tips can also be found on the SupportConnect website (http:\\support.Chapter 1: Introduction The information contained in this document is provided to help you analyze and diagnose any problems you may encounter with your Unicenter® Desktop and Server Management (DSM) r11.ca.pd f Note that this document requires a login to the SupportConnect site.

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. required careful consideration of the number and location of Local Servers. In truth. namely Unicenter Asset Management. for example. while Sector placement was a consideration for Asset Management deployments. For more details refer to the Implementation Guide. Chapter 2: What’s New and What’s Changed 2–1 . company organization and required management control. The following provides a quick overview of the significant changes from the previous GA versions of all the products (that is. in broad terms. Unicenter Asset Management r4. in doing so. reduces database management and simplifies administration. Existing. etc). Unicenter Software Delivery and Unicenter Remote Control. the resultant topologies could be different for each product. modified and additional product functionality plugs into these conceptual components.g. functionality for all three products resides at common places (tiers) within the Unicenter DSM r11 architectural model. Agent. However. The following tables provide an overview of the architectural changes introduced in r11 and indicate. reduces agent footprint. reduces port usage. In fact. there is a single r11 conceptual component for each tier in the architectural hierarchy (e. Instead. This approach homogenizes the implementation topology and. there is no concept of a product specific architectural component (such as the Unicenter Asset Management Domain manager or a Unicenter Software Delivery staging server). reduces hardware maintenance (less physical machines). Unicenter Software Delivery r4 and Unicenter Remote Control r6). terminology. sharing common technology. These decisions were based on input such as timing. how the pre-r11 components map to the r11 components. Considered separately. In general. Beginning with r11 it is no longer necessary or indeed possible to consider the products separately. Architectural components In previous releases. Planning for deployment of Software Delivery. although integration was provided between the Software Delivery. each solution employed a very distinct and different architecture. architecture and data. Manager. Scalability Server. Asset Management and Remote Control solutions. With the advent of Unicenter DSM r11 the three core DSM products have been integrated at a deep technical level. Unicenter DSM is not simply a repackaging of this existing software. the separate products cannot easily be considered in isolation anymore. scalability.Chapter 2: What’s New and What’s Changed Unicenter DSM r11 is a collection of existing CA Unicenter products.

Common Application Framework and Startup Pre-r11 Component Enterprise Server Domain Server Sector Server Metering Server Connectivity Server Admin Console Equivalent r11 Component Enterprise Manager Domain Manager Scalability Server Scalability Server Scalability Server Unicenter DSM Explorer Unicenter Asset Management Component Comparison Table Pre-r11 Component Enterprise Server Local Server OSIM (Boot) Management Server Workgroup Server Staging Server OSIM (Boot) Server USD Agent USD Explorer Equivalent r11 Component Enterprise Manager Domain Manager Domain Manager Scalability Server Scalability Server Scalability Server Agent Unicenter DSM Explorer Unicenter Software Delivery Component Comparison Table Pre-r11 Component Root Manager Subordinate Manager URC Agent URC Viewer Equivalent r11 Component Enterprise Manager or Domain Manager Domain Manager Agent RC Viewer Unicenter Remote Control Component Comparison Table 2–2 CA-Product User Guide .

g. Chapter 2: What’s New and What’s Changed 2–3 . only one instance of the framework is installed. for example. the solutions utilized a number of separate databases . for performance reasons. Security Model Authentication. all three products now utilize a new Common Application Framework (CAF) for inter-machine communications as well as a host of other functionalities including service\daemon control and tracing. CA_RCDATA for Unicenter Remote Control and CADTSDB for Data Transport Service . CAF is laid down automatically whenever an r11 component is installed on a machine. continues to use the same communications processes as for the r6 release – but now uses the r11 port multiplexer. in order to simplify the Unicenter DSM r11 solution. So.. if a Domain Manager. Scalability Server and an Agent are installed on a single host machine only one framework will be installed.in addition to the databases used by CCS. CAAMDB for Unicenter Asset Management.including SDDATA and CSMDB for Unicenter Software Delivery.Common Application Framework and Startup Database Prior to r11. Now. one MDB per Unicenter DSM Domain or Unicenter DSM Enterprise). Configuration The Unicenter DSM products can now be configured centrally. although multiple databases may still be deployed in an enterprise (e. One exception to this is the Unicenter Remote Control viewer which. however. Common Application Framework for Communications A variety of different communication mechanisms had been used in prior releases. even if multiple components are installed. however. authorization and encryption are all provided by common. in r11 all the product specific databases form part of a single database schema in the MDB. shared technologies. such as TNGDB for the CCS WorldView.

Unicenter DSM policy determines whether any Unicenter DSM agents should be automatically deployed. provide support within Unicenter DSM Reporter and Policies. and LDAP on Linux/UNIX. with more detailed inventory being available when Unicenter Asset Management is deployed. This means no more fetching and rendering of thousands of items at a time. The separate Unicenter Software Delivery inventory capability has been removed from r11. Tip: This may initially cause some confusion in users who are accustomed to simply opening up a treeview node and seeing all the child nodes displayed. Continuous Discovery With Continuous Discovery.Common Application Framework and Startup Inventory In r11. This functionality is optimized for network performance since software recognition performed on the target system. Improved Software Detection The r11 release incorporates the eTrust Vulnerability Manager (eVM) software scanner that enables scans down to the patch level. this is no longer the case. Query Groups are defined against any LDAP source and. inventory information is maintained in a single location. hence. Improved GUI performance The new UI employs a progressive tree which only populates as items are selected. Directory Integration Directory Integration provides access to any LDAP directory via ADSI on Windows. for some nodes (typically those that can contain many thousand of items). Further. These users will need to understand that. The UI also uses virtual lists whereby it only displays items in list view that are being viewed. 2–4 CA-Product User Guide . minimal inventory is collected and transferred during the common asset registration process. Together. this supports deployment to machines within a directory container. Basic. rules assign OS classification to devices based on the MAC address and on intelligent probing of the device.

Common Application Framework and Startup The eVM integration provides a downloadable. Unicenter Asset Management heuristic scanning still remains. Machine Utilization Data Changes in this category include: New inventory module and agent plug-in reports on basic machine utilization. however. averaged over a 30-day (default) time period Reporting of Minimum. centrally maintained. Linux Remote Control This feature enables remote control of Linux desktops through a Remote Control Agent plug-in (host) provided on Linux. Maximum and Average values Linux OSIM OS Installation Management has been extended to support installation of Linux OS images. The Viewer runs on Windows. The software signature scanning functionality used by previous versions of Unicenter Asset Management has been removed. comprehensive set of eVM software signatures. Parameterization provides necessary automatic responses to machine specific setup values. CPU usage data covering three daily time bands. Enhanced PIF Installer Enhancements to the PIF Installer include: Compressed files in packages Enhanced product dependencies Automatic resolution of hierarchical dependencies Optional prerequisite products User selection at install time New install dialogs and dialog elements Progress reporting / End of install / Error notification / Cancel verification Chapter 2: What’s New and What’s Changed 2–5 . based on original Linux setup images.

0 does not compress any packaged data only the self installing PIF compresses data with the compress / LZW algorithm. A Many-to-Many relation is maintained using a link table. itself.d) Support for multi-CD installs Web Services Web Services provide high level public interfaces into Unicenter DSM which: Enables Unicenter DSM integration into customer business processes Enables a single view for all Unicenter DSM data The interfaces are described by WSDL and used by Unicenter DSM Web Console and Unicenter Patch Management. The compression rate is up to 60% when using zlib compression. The resulting PIF streams are very large. relational and this put the product at a disadvantage with respect to performance. the persistent storage layer and the ISAM layer. the foremost and largest of which is the removal of collections from the Unicenter Software Delivery DB schema. Changes have been made in all three layers of the Unicenter Software Delivery data access model. USD Packager Although there have been no changes to the Windows Packager. collections are maintained using a foreign key relation. In the case of 1-to-Many and Many-to-1. Other fundamental changes include the representation of strings as Unicode rather than UTF-8 and a revised date/time format. With this new version all files inside the PIF are compressed with the zlib library.c.2 features were added to improve functionality: PIF compression The current PIF SDK version 4. the schema that was used was not.Common Application Framework and Startup Multiple instance install (uses instance names) Enhanced package version numbering (a. the following PIF SDK 4. In r11 this has been replaced by the MDB which provides a properly relational schema.b. accessibility and common schema integration. 2–6 CA-Product User Guide . the application layer. The scope of the redesign includes a number of changes. Unicenter Software Delivery Database Design Although Unicenter Software Delivery data was previously stored in a relational database.

Hence all installations are logged in the PIF logging folder.1 presents a more visible installation progress. GUI enhancements Numerous enhancements were made to the Unix Packager GUI (smgui) to improve ease of use. The user can select one or more optional prerequisite products via dialog or response file. Log file names are constructed as <product name>. Installation Progress This dialog presents the installation progress with use of progress bars. Further dialogs are typically automatically presented after the install (uninstall) button has been pressed. too and it is no longer necessary to extract a PIF first. Additional PIF control parameter Two new control parameters are introduced here: – – $PIF_BACKUP allows switching on or off the product backup dialog. Enhanced product dependencies The product dependency feature has been broadened to provide resolution over more than a single layer. This allows for the definition of a deep dependency structure.0) dialogs are presented before the installation procedure starts. Optional product dependencies Optional prerequisite products are installed on user demand. These log files are also written when a product is installed through Unicenter Software Delivery. it will be updated to a higher version automatically. Instead. the product is installed directly from the self installing PIF file . New version format Chapter 2: What’s New and What’s Changed 2–7 . $PIF_RETAIN_CONFIGURATION controls the removal of configuration files. “Error Dialog” and “Cancel Verification” Changed installation logging CA installation standards require that no log messages are printed to the console. PIF 4. This change is due to the fact that the Installer now contains the decompression mechanism inside.log. If an optional prerequisite product is already installed on a system. Additional dialogs In previous releases (PIF SDK 4. Others include “End Dialog”.Common Application Framework and Startup Self installing products use this new compression algorithm.dramatically decreasing the amount of temporary disk space from what had previously been required. A cancel button allows the installation to be aborted.

SMPackager.50.2356. Version “4150” will be converted to SMPackager.0” Existing PIF build numbers will be converted as follows: – – – 1st digit = Major Number 2nd digit = Minor Number 3rd and 4th digit = Build Number For example.1.1234” SMPackager.1.1. The concept of n-tier managers for Unicenter Remote Control is removed. if delegated administration is not required an existing Workgroup server can be replaced by a Scalability Server. 2–8 CA-Product User Guide . Unicenter Remote Control and DTS status monitoring agents will no longer be available. Version “4. For example: – – SMPackager.) character and the individual numbers can range from 0 to 9999. Depending on your specific business requirements.0” Obsolete Features Removed The following features have not been included in the upgrade and are no longer available as of r11. DOSgate is no longer shipped with any of the products and will not be supported by r11. Unicenter Remote Control aligns to the 2 management tiers model. In that case the Unicenter DSM Explorer would need to connect to a more central Domain Manager with appropriate security authorization (permissions).Common Application Framework and Startup The version format of PIF packaged products has been increased from 4 digits and expanded to the following 4 sections: – – – – Major number Minor number Build number Revision Number Each section is separated by a dot (. Unicenter Software Delivery Workgroup servers are no longer available. Version “4.0. It could also be replaced by a combination of Unicenter DSM Explorer and Scalability Server running at a remote site. The workgroup server functionality is replaced by an improved security model and better performance. Version “4.

Common Application Framework and Startup Unicenter Asset Management and Unicenter Software Delivery containment views are no longer provided in Unicenter Explorer Chapter 2: What’s New and What’s Changed 2–9 .

Chapter 3: Understanding the Architecture
To understand what is at fault when you encounter a problem with Unicenter DSM, you must first understand, at a basic level, how it is all intended to work and, in particular, how the various components interoperate when functioning correctly. The purpose of this chapter is to identify those major components, their typical architectural arrangement, and communication requirements. The architecture employed by the Unicenter DSM Solution consists of multiple tiers which include 1 GUI tier, 1 or 2 Manager tiers, 1 Scalability Server tier and 1 Agent tier.

Chapter 3: Understanding the Architecture

3–1

Common Application Framework and Startup

Agent
The DSM Agents represents the end system “workhorses.” They exist on all managed end systems and carry out the real work of the system including inventory scanning, software package installation, job execution, and remote control hosting. Each Agent can only be configured to communicate a single Scalability Server.

Scalability Server
The next step up on the architecture is the Scalability Server which provides for massive scalability. Rather than having all the individual managed end systems (Agents) communicating directly with a single Manager, Scalability Servers enable the load to be shared across multiple machines. In this way the Unicenter DSM Scalability Server also provides a point of buffering and resilience between Agents and their Manager. For example, software packages can be staged on a scalability server before downloading to end systems, and inventory can be stored at the scalability server before being uploaded to the Manager. Each Scalability Server can only be configured to communicate a single Domain Manager, however, it can optionally be configured to also communicate with an Engine running on a machine other than Domain Manager.

Domain Manager
The Domain Manager represents the conceptual nucleus of interaction and automation within any Unicenter DSM implementation. It embodies and executes the majority of complex application and business logic of Unicenter DSM. Domain Managers co-ordinate the work of Scalability Servers and Agents either autonomously, based on policy, or via directions from API calls (which typically come from the Unicenter DSM Explorer or CLI). Data replication is used to transfer management operations and results between Domain Managers and Enterprise Managers. Every DSM Manager contains at least one default Engine instance, known as the “System Engine,” which is a multi-function, distributable component whose primary focus is the maintenance of computers and related information. It can be scheduled to run as regular intervals and supports the following tasks: Sector collect – inventory collection from the Scalability Server Replication – copying key data between domain and enterprise managers

3–2

CA-Product User Guide

Common Application Framework and Startup Dynamic group evaluation – evaluating membership of non-static groups based on queries Query-based policy evaluation – evaluating policy violators and executing actions Report extractor – executing scheduled report extractions Query evaluation – simple evaluation of standalone queries Migration sync – copy and transform information from previous implementation versions Run generic SQL Run external exe Multiple Engine instances can be created on either the primary DSM manager machine or on remote machines. control and configure the operation of the Unicenter DSM solution. Chapter 3: Understanding the Architecture 3–3 . It connects to and communicates with a Unicenter DSM Manager (Domain or Enterprise) and it may run on a machine other than the Unicenter DSM Manager. indirectly. Enterprise Manager An Enterprise Manager co-ordinates the work of multiple Domain Managers and hence. The Management Database (MDB) The MDB schema provides a unified and extensible model for enterprise IT management (EITM). either autonomously or via directions from API calls (which typically come from the Unicenter DSM Explorer or CLI). Enterprise Managers enable management on a grander scale but with some limitations. When included as part of an Enterprise the Domain Manager can only be configured to communicate with a single Enterprise Manager. This allows you to write single queries that can retrieve data from tables across different products. Unicenter DSM Explorer The Unicenter DSM Explorer is used to view. The MDB serves as a database for all CA products and acts as the primary reference point. Each Domain Manager can run standalone or be part of an Enterprise. It contains both common tables and product-specific tables that were previously implemented in separate product databases. Scalability Servers and Agents.

Since nearly all Unicenter DSM processes are controlled by CAF. sxplog32. let us consider what happens when a computer that is running a full Unicenter DSM Domain Manager with all products (UAM. Agent and Web components) boots up.exe. it is only used when an sxp package is installed).exe. shared functionality. and these are listed below for the sake of completeness: cfusrntf. USD) and components installed (including Scalability Server. The MDB manages operational and transactional data. which provides a library of re-usable.exe. is invoked transiently whenever a user logs in to a system. It is started through the following registry key : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Ru n\CAF_SystemTray 3–4 CA-Product User Guide . extensible runtime environment. is invoked persistently whenever a user logs in to a system. This is started through the following registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Ru n\DsmSxplog cf_SysTray. and procedures. The DSM MDB resides at the Domain Manager and the Enterprise manager levels. views.e. though it is not necessarily co-located on the same physical machine as the manager. essentially the first thing that happens is that CAF starts up and then starts all configured plug-ins.Common Application Framework and Startup The MDB schema includes the database objects used by CA products and their components. as well as the analytical data used for intelligence and data mining. For the sake of illustration. which is used to apply sxp package settings within a user context (i. CAF comprises a cross-platform service control manager (known simply as “caf”) and a Common Component Library (known as “CCL”). URC.. Common Application Framework and Startup Nearly all of the Unicenter DSM components rely on the Common Application Framework (CAF) which provides a rich. These include tables. columns. which is used to provide a menu applet within the system tray area of the desktop. There are a few exceptions to this. is invoked persistently whenever a user logs in to a system. which is used to capture user accounts.

The exact architecture and configuration of the environment. Enterprise Manager. You may occasionally find yourself repeating the process several times. Domains details. and list of deployed components (for example. particularly when the problem has multiple. identify: The Unicenter DSM version. patch level. an error may result from a missing service pack or an outdated operating system level. Useful commands include: Chapter 4: Basic Troubleshooting 4–1 . Identifying a problem and the conditions under which it occurs can help you diagnose the cause of that problem and lead you to the appropriate solution. For example. mapped drives. user IDs being used). In some cases. Therefore. For information about Computer Associates Technical Support. Note: The information gathered will also help if you need to contact technical support for further assistance. refer to the online Reference Guide. Also note security details for the operating system setup (for example. before you begin troubleshooting the problem. Useful commands include the following: CAF STATUS DSMVER DSMinfo tngdts camping For more information on these commands. is the MDB shared by other non-DSM solutions? Are the Scalability Servers distributed across multiple networks and geographic locations? Are a majority of the Agents installed on mobile computers such as laptops and PDAs? The operating system version and most recently applied patches for each of the systems involved (for example server and agent installations).Chapter 4: Basic Troubleshooting This chapter provides guidelines for conducting preliminary troubleshooting for your implementation. interrelated causes. Keep in mind that the troubleshooting is not always a straight line from problem identification to problem resolution. see the chapter “Working with Support” later in this guide. Identify the Environment The first step is to identify the environment in which the problem occurred – this includes both the hardware and software versions as well as any currently applied (or pending) patches. Domain Manager).

For example. software package is sent to MachineA but fails to activate)? What error messages or returned codes were issues (and from where)? Was this an isolated incident (for example. 4–2 Unicenter IT Resource Management Diagnostics Guide . a “problem” is identified when something unusual or unexpected happens but it can also be suspected when something that normally happens does not. For example. the problem is likely with the software package rather than the delivery system. Network protocols. and any other relevant communications details (for example LAN or WAN and network speed) The next step is to clearly identify the actual problem. if three software packages were targeted for delivery and installation on a single machine but only one of those installations fails. To do this you need to ask: What happened Where it happened When it happened What effect it had on the rest of your environment What Happened Typically.Separate the Problem from the Symptoms – – winver. Therefore you need to identify the event that occurred (or did not occur). Separate the Problem from the Symptoms To solve the problem you need to clearly understand what it is – and not just what the symptoms are. delivery of a software package to MachineA)? What actually happened (or did not happen that was supposed to)? happened that should not have happened (for example. On the other hand if the same package is delivered to three similar machines and installs successfully on two of the three machines.exe (for most Windows environments) uname command (for UNIX environments) Version and patch level of any additional software packages that are interacting with your installation (for example. two other software packages were successfully delivered and installed on MachineA)? Answering these questions will identify the scope of your search for a solution. the problem may be with the target machine rather than the package. firewall port limitations. Microsoft SQL Server).exe / ver. you will need to identify: What should have happened if everything had been working properly (for example.

does the error occur only during times of heavy network traffic and disappear when the load is lighter)? Chapter 4: Basic Troubleshooting 4–3 . was software inventory collected from all but three computers in a selected computer group. every Friday after the weekly backup is performed)? What changes were made to the product before the problem occurred (for example. and so on)? Has the problem been repeated since that first observation? If so. after a change to daylight savings time. if it occurs during the execution of a particular process does it ALWAYS occur when that process executes)? What other events occurred at that time (for example. Useful questions to ask include the following: Which machines are affected (for example. the Monday after a long weekend. This will also reduce the amount of data that will need to be sifted though in the log files. is the problem specific to a particular computer or subnet)? Note: Limit the number of functions being performed by the suspect machine to further isolate the problem. shortly after the router was replaced. does the installation only fail on computers using a dial-up connection)? Which specific component had the error (for example. Useful questions to ask include the following: What function or functions were being performed at the time? When did the error first occur (for example.Separate the Problem from the Symptoms Where It Happened The next step is to further isolate the location of the error to determine how widespread it is. If more than one machine is affected. When It Happened Another crucial step is to identify the time the problem occurred. was an upgrade recently applied)? How often does the problem recur (for example. This can help you limit potential causes to only those events that happened during that time. you can find other similarities that may identify the root of the problem. DSM Agent on MachineA)? If more than one component is affected. what do they have in common (for example. how do these components relate to one another? By isolating the specific machines on which the error is observed. is there a pattern to that repetition (for example.

For example. shortly after the agent configuration set was modified. Does it recur periodically? Has it spread to other components or machines? Did it affect only computers that recently had an upgrade or system change? Identify Potential Causes After you have identified the problem and its scope. unavailable? Note: If support requests and analyzes multiple log files. therefore.Identify Potential Causes Can the problem be repeated at will by running certain commands or by certain actions on the system? Does the problem happen randomly without relation to anything else on the system? By identifying a pattern in the times during which the problem occurs (for example. you need to identify the full scope of the problem. the goal is to detect a behavioral pattern for the problem. does a package delivery fail when DTS is used but succeed when it is not)? Can the problem be reproduced in a similar test environment? Once again. The most likely candidates include: A change in the environment had an unexpected effect A change in the product or component had an unexpected effect User error 4–4 Unicenter IT Resource Management Diagnostics Guide . unless otherwise specified. the next step is to identify the potential cause(s). are messages being forwarded to the Event Console from the Enterprise Manager but not the Scalability Servers? Are all agents failing or only the Windows NT agents)? What is the size of a single error (for example. is the install package set to be delivered via a particular router that happens to be undergoing a software update of its own and is. the day after a holiday. after a new patch was applied). you may be able to pinpoint a potential trigger. is it limited to a single machine or does it impact an entire network segment)? How many errors are on each component? If there are multiple ways of performing the affected function. does the problem occur with each method (for example. it is critical that all log files cover the same time span. What is the Extent of the Problem? Finally. the end of the month. Useful questions to ask include the following: How many components have the error (for example.

This is true for both Windows and UNIX. you can also use that utility to list all patches added to the system. For example. Verify that the new version is supported by your version of Unicenter. Therefore. software. new.Identify Potential Causes A Change in the Environment When you identified your environment. it is likely that applying the missing patch will fix the problem. users groups. Note: If you installed software patches using the applyptf utility. and operating system changes you should identify changes to the following: Component profiles (such as users. In addition to hardware. or software. the machines displaying the problem may not have the patch correctly applied. Tips on locating and reading the applyptf history file can be found in the “Tools” chapter. if you have changed the name of the Scalability Server machine you will need to run either the umsetw16. hardware. Changes to any part of your enterprise can affect other areas in ways that you may not expect. This includes: Recent upgrades to the operating system. if the problem affects only the machine without the patches and not the updated machines. or newly renamed machines. If upgrade patches were applied to two out of three machines. Incorrect patch application. computers and computer groups Configuration files Security and access rights Other software that recently has been installed (for example.exe command in order to update this information for the agents which ordinarily connect to that sector. you should have listed both the version level and most recently applied patch level for both the affected software and operating system. you need to find out what changed and when. Are you running multiple releases of the same software on different components? Deleted. Inconsistent patch application. virus scanning software or security software) OS configuration (such as registry changes or anything reported in a winmsd report) Chapter 4: Basic Troubleshooting 4–5 .exe or unmsetdos. If there are a number of functional and nonfunctional machines that are on the same patch level. Review this list and identify what might have changed or what should have changed. does the problem correspond to the pattern patch application? In other words. Inconsistent version levels.

did not cause the error.Identify Potential Causes A Change to the Product or Component Verify that the component and all required services are running and that any required databases are not corrupt. It is always wise to take care when modifying defaults. Confirm your Conclusions Once you have identified the potential causes. one part of troubleshooting a USD package distribution problem is to ensure that DTS has been properly configured. if you have elected to use DTS. Therefore. Some modifications are only temporary and are therefore lost when the system is recycled. in fact. Most components require the smooth interaction of many different services and other components to work properly. Check various parts of your system. and enter commands that help you troubleshoot. For a list of commands and utilities that you can use to verify component functionality. software package deliveries may be misdirected. If DTS is not properly configured. see the chapter “Tools” later in this guide. User Error Sometimes the problem lies not with the software or its environment but. apply to your situation. Test things that you think may help identify what is causing the problem. Tips on verifying the status and configuration of many common components and integration points are provided in Part 3 of this document. rather with the user who either does not know or does not understand how the product or component works. USD can use DTS to designate distribution routes for software packages. changes are not applied until the next interval expires. you should ensure that a simple error in tasks. the next step is to confirm that conclusion to ensure that it is correct (and that you are not merely responding to symptom). The next several chapters are designed to help you identify possible causes for an error and evaluate whether the causes apply to your site. UAM. These chapters contain “symptoms and solutions” (errors and possible fixes for those errors) for USD. For example. 4–6 Unicenter IT Resource Management Diagnostics Guide . Therefore. and eliminate possible causes that do not. URC and their common components and integration points. Some modifications are affected by update intervals. This can include something as simple as a missing or mistyped command parameter. or a misunderstanding of how a task was to be performed. Check error logs and review correct procedures with the user who last worked with the affected function or component.

if you have identified the true cause. If the problem was the result of a missing or improperly applied patch. the problem will recur and may even exhibit different symptoms. indeed. Therefore you should thoroughly test and document the solution for future reference. As a result. Many times. Chapter 4: Basic Troubleshooting 4–7 . during troubleshooting. If the problem was traced to a user error. it is critical that you ensure that the person responsible for the error understands the correct procedure. Do not simply “throw solutions” at a problem.Apply the Cure and Document the Solution Apply the Cure and Document the Solution Once you have applied your solution verify that it. waiting for one to “stick. review your update process to determine what checks need to be applied and whether changes need to be made to ensure future compliance. you should also identify steps to eliminate the potential for a repeat of that problem.” Finally. leading you to believe that it is an entirely different problem. is the solution and not just a temporary fix. what appears to be a solution only resolves a symptom and does not get at the root cause of the problem.

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Chapter 5: Troubleshooting Installation and Migration This section discusses common guidelines to follow when you install. if possible. In general. make a test installation to make the different scenarios that are available clear. If it is not disabled. proceed to the Troubleshooting section later in this chapter.0 or CA Common Services (CCS) installed? What version does it have? What service pack level? Is there another r11 product and. If after reviewing these guidelines you still have problems with your installation. will you be sharing the same MDB? Be sure to read available documents and. Disable the Asset Management Sector Server service from the service control manager. consider the following before installation begins: Existing Unicenter software: Before beginning an installation or upgrade of any of the Unicenter Desktop and Server Management components. the RSS service will attempt to restart automatically. After installation re-enable the service. the RSS service must be stopped before you start the Unicenter DSM installation. if so. Pre-Installation Considerations One of the most obvious steps you should take to ensure a problem free installation is to verify that your installation environment meets the system prerequisites set by the Unicenter Desktop and Server Management components you are planning to deploy. Unicenter Network and Systems Management (Unicenter NSM) 3. Is Unicenter TNG. The latest system requirements details can be found in the README file included on the installation media or in the Unicenter Desktop and Server Management Product Explorer. Even if you are able to successfully perform the installation in an environment that does not meet the minimum requirements. upgrade and configure Unicenter Desktop and Server Management components. you may still encounter problems later when you attempt to use any of the product functions. Existing Remote Sector Server: If you have a Remote Sector Server (RSS) from a prior Unicenter Asset Management release installed on the computer on which you are going to install Unicenter DSM. Interferences can appear during the Unicenter DSM installation process if virus protection software is enabled. Chapter 5: Troubleshooting Installation and Migration 5–1 . Following these guidelines helps minimize your chances of encountering a problem. Existing Virus Protection Software: CA recommends that virus protection software be disabled before starting the Unicenter DSM installation. find out what other Unicenter software is installed on the computer.

5–2 Unicenter IT Resource Management Diagnostics Guide .mspx In addition to system requirements you should also consider the following: Firewall implications for component placement Windows 2003 Considerations Migrating from a Prior Release Detailed procedures and guidelines for upgrading to release r11 from a previous Unicenter Software Deliver. anyone trying to authenticate as a local user gets mapped to the Guest account.upgrade of the infrastructure and migration of the existing data for re-use in the new architecture. Unicenter Asset Management or Unicenter Remote Control release can be found in the Implementation Guide. you should consider the migration process as consisting of the following phases: Phase 1 – – – Plan new UDSM architecture Decide on whether to use existing or new hardware Install new UDSM Infrastructure Phase 2 – – – Migrate/Import the old data – may need split or merge from existing managers depending on new architecture Only supported from UAM/USD 4. please refer to the Microsoft documentation at: www. To fix this problem.0 and URC 6. Following is an overview and additional tips to further assist you in upgrading There are two parts to consider for the upgrade .microsoft.0 releases Deploy new UDSM Agents Phase 3 – – Remove the old infrastructure For details regarding the steps in each of these phases.com/resources/documentation/windows/xp/all/proddocs/enus/506. Taken together. which is disabled by default. consult the Implementation Guide. This will cause authentication to fail.Apply the Cure and Document the Solution Windows XP Network Access: If the Windows XP policy is set to "Guest only".

They can then run in parallel on either separate hardware or co-hosted on the same hardware. you will need to merge existing data sources. Each product included in UDSM can be migrated individually and with a phased approach to minimize disruption to the operating environment. These tools provide support for different database and operating system configurations. UDSM provides several tools. if you are moving from multiple Unicenter Software Delivery Local Servers to a single Domain Server.Apply the Cure and Document the Solution The new UDSM components are installed independently of previous versions of those components. that can move the existing data into the MDB.and to where. If the migration scope is left empty. In order to manage either of these options. On the other hand. giving you the option of keeping your current hardware/software investments. you may need to consider splitting an existing Unicenter Asset Management r. ALL agents managed by that legacy manager will be considered for migration. Keep in mind that: Chapter 5: Troubleshooting Installation and Migration 5–3 . because those agents that are already managed by r11 will not be offered the option of data migration careful consideration of agent infrastructure installation. If selected. such as manually launched post install tasks. Considerations include: installation of management infrastructure may include design of new physical implementation or topology . no further management should be done using the old pre-r11 infrastructure. To maintain consistency. the UDSM installation includes the concept of "migration scope" .which may necessitate new hardware and software.selectively migrating agents from pre-r11 databases based on user groups. For example. Phase 2. is independent of infrastructure migration.0 domain into multiple UDSM domains in order to accommodate future growth and improve performance. once the agent data has been migrated to the new UDSM domain. including: Microsoft SQL Server and Ingres data bases local and remote databases Windows to Windows Windows to Linux Linux to Windows Linux to Linux In realigning data from the old to new infrastructure you may need to merge or split the existing data. data migration. early identification of which data to migrate . You should always start running data migration tools on the managers first before rolling out the agents. only agents that are members of that user group will be considered for migration.

0 sources to one UDSM r11 database.Apply the Cure and Document the Solution Each agent can only connect to and be managed by one Domain Managertherefore. There are several considerations that are specific to each component. If you migrate a job that uses this feature that job will be migrated without this setting. For Asset Management. Carefully review the Implementation Guide for details and information on specific considerations and migration tools before any migration of legacy local servers is performed. you had multiple agents sharing the same HostUUID. the information for multiple legacy agents could end up being merged into a single r11 agent record. when migrating Software Delivery you need to be aware that: on Windows. you need to be aware that: only software inventory based on filescan in UAM 4. Metering must be reconfigured and rerun to collect new data in order to migrate UAM query jobs successfully.no additional steps required MSI support has changed.0 managers are co-hosted. Migration tasks rely on HostUUID for lookups of already migrated agents in the MDB.nor is auditing. you will need to install the legacy USD 4.the USD 4. For example. which is being migrated from two or more legacy products\managers. If. Software inventory based on heuristic scanning is not. only application definitions found on one or more computers are migrated. software definitions are migrated . the migration job will reuse the installed USD API. the migration job relies on the USD r.if the UDSM manager and USD 4. on Linux . Steps for identifying agents with duplicate UUIDs can be found in the Implementation Guide. ensure that template definitions have unique file names before rescheduling them 5–4 Unicenter IT Resource Management Diagnostics Guide . if you are migrating from multiple UAM 4.0 API manually. you must run the migration job at least twice because of two-way dependencies the "execute job after logoff" scheduling feature is not supported for r11.0 is migrated. Data migration for managers is performed through a new migration engine task . it is critical that each agent.0 API is installed as part of the UDSM manager .configuration and collected metering data is not . create a category in UAM 4. Use integration between USD-UAM query groups or dynamic groups to automate migration scope group population. in previous releases. If not. To migrate an application definition which is not currently found on any computer.0 called "migration" and link those definitions to it.one job per product and per pre-r11 manager that you want to migrate from. end up in the same UDSM r11 domain.0 API .

In this event. Unicenter DSM only requires two ports to be opened to accommodate a majority of the inter-component communications. keep in mind that: computers are not migrated on an enterprise manager computer groups are only migrated once . For the Internal .NOS-less download method additionally: – – Open TCP Port 1234 Open TCP Port 4728 Chapter 5: Troubleshooting Installation and Migration 5–5 .Apply the Cure and Document the Solution For Remote Control. Windows Firewall in Windows XP Professional SP2. Change Security Policy “Network Acess: Sharing and security model for local accounts” from “Guest only – local users authenticate as Guest” to “Classic. manual uninstallation using the add/remove programs controls or any uninstall icons available in the start menu. These are: 4104 – UDP (for CAM) 4104 – TCP (for bulk stream traffic) Certain features within the product can be configured to use file shares. Only one can be selected per migration job.NOS download method: – – – Allow File and Printer Sharing Open UDP Port 4104 Open TCP Port 7 For the DTS . you must perform the following actions manually: 1. 2. the appropriate file share ports will also need to be opened.deleted groups on pre r11 managers will not be synchronized migration of address book information can pull from either of two sources local address book or global address book. however.replacement scripts using the r11 agent installer. Firewall Considerations A full list of required ports can be found in the Implementation Guide. in general.local users authenticate as themselves” (applies to Windows XP) For more information see the web page “Network access: sharing and security model for local accounts” in the Windows product documentation. When all the migration phases have been completed. Configure the following firewall settings. To enable deployment of agents to target computers that run firewall software. for example. uninstallation using the USD jobs. the components of the old environment can be uninstalled. At that point you can use the available mechanisms .

access rights may be granted to machine accounts as well as user accounts. Software Delivery continues to use NULL session shares to provide access to the Software Package Library. File system shares. The need for anonymous access has been eliminated for machines that belong to the domain by making machine domain accounts true security principals in the Windows security system. could be configured to accept NULL sessions. even though more secure and in line with Microsoft's recommendations. to access the Software Package Library (SDLIBRARY$ share) on the scalability server. This has always been the preferred way for Software Delivery agents. On Windows NT 4. could. also called NULL sessions. called NULL session shares. and later in Windows Server 2003 domains. running in the LocalSystem account. With the Windows Server 2003 Microsoft raises the security level compared to previous versions of the server operating system. By default. 5–6 Unicenter IT Resource Management Diagnostics Guide . This approach. Please read the article 278259 in Microsoft's Support Knowledge Base about the evolution of anonymous access on Windows operating environments. Windows Server 2003 Access Considerations For Windows NT and Windows 2000 servers. anonymous access.0 and Windows 2000 servers. Instead. On Windows Server 2003. for Software Delivery agents running in the LocalSystem account. anonymous access and NULL session shares are disabled.Apply the Cure and Document the Solution – Open TCP Port 8222 See the “DSM – working through firewall and NAT” presentation on the r11 Implementation Best Practices pages for a detailed discussion of this topic. be used to access network resources. NULL session shares are not used to provide these agents access to the Software Package Library. does not offer a complete solution for all supported Software Delivery agent operating environments. In Windows 2000 domains. Software Delivery relies that agents are granted access to the library through their machine domain accounts. by default.

anonymous access to network shares on Windows 2003 Service Pack 1 is denied. Chapter 5: Troubleshooting Installation and Migration 5–7 . the "sd_sscmd libraryaccess" method is not sufficient for connecting to that share. which do not belong to any domain. Set the following security option in the Local Security Policy: 'Network Access: Restrict anonymous access to Named Pipes and Shares – Disabled' Reboot the system in order for the changes to take effect. This will grant read-only access to the SDLIBRARY$ shares.Restrict Anonymous Access to Named Pipes and Shares By default. The user name and password have to be entered into the common configuration store of each domain manager and scalability server running on the new Windows manager platform. For network installations of MSI packages from the SDMSILIB share or general anonymous access to the SDLIBRARY$ share on a computer running Windows 2003 Service Pack 1. as a result. will be refused access as well. Windows XP. or Windows Server 2003. Windows 2003 SP1 MSI Library Access . 2. Software Delivery Agents Connecting to Software Delivery Scalability Servers The following applies only when Software Delivery agents connect to Software Delivery managers running on Windows Server 2003 and where the Local Security Policy "Network Access: Restrict anonymous access to Named Pipes and Shares" is set to Enabled on the manager or scalability server Software Delivery agents running on Windows NT 4. the following steps must be performed: 1. The reason for this is that access to the SDMSILIB share may be requested by MSI installations at any time. Windows 2000. Instead. Agents must be able to access this share even when installations or configurations using Software Delivery are not running.0. or Windows Server 2003. for example. when performing repair or self healing. Software Delivery agents running on computers with Windows 2000. Windows XP.0 and Windows 9x/Me systems continue to use anonymous access and.Apply the Cure and Document the Solution MSI Administrative Installs with SDMSILIB on Windows Server 2003 When using MSI administrative installations to deploy packages over the SDMSILIB share. Software Delivery assumes that agents are granted access to the SDMSILIB share through their machine domain accounts. will not be granted access to the Software Delivery library shares. or which belong to a different non-trusted domain than the Software Delivery manager on which the Software Package Library share exists. To resolve the access issues for Software Delivery agents on Windows NT 4. manually create a dedicated user account on the scalability server machine and add it to the “Everyone” group.

Each installer runs through 3 major phases:During the Product Exploring and Preparation (PEP) phase the user is able to make decisions about installation type (Express or Custom) and to verify existing and install missing prerequisites. the overall architecture of the installers is similar. All dialogs are implemented within the Unicenter DSM r11 Master Setup. Each MSI merge module covers an appropriate Unicenter DSM component. This behavior can optionally be switched off by setting NOSLessSwitchAllowed to False in the configuration policy section itrm/usd/agent. These environments are very different and are explained separately below. Log file location 5–8 Unicenter IT Resource Management Diagnostics Guide . This ensures display of all dialogs in one sequence before installation begins. For more information on these and other OS considerations. Software Delivery agents running on these operating environments have always relied on the logged on user having access to the Software Package Library share on the Software Delivery managers.Installation Process Overview For Windows 9x/Me. In order to prevent failures. Windows Installations The Unicenter DSM Installer is highly modularized using multiple MSI merge modules. and continue to do so. For existing customers the installer will automatically detect installed products and recommend appropriate actions\Windows During the Installation phase. Software Delivery agents automatically fall back to internal NOS-less download. consult the Implementation Guide. During the Configuration phase the user is interviewed in order to ascertain all necessary information for use during the Installation phase. the appropriate files are copied and the selected components are actually installed. However. Merge Modules do not include any dialogs that interview users. Installation Process Overview The Unicenter Desktop and Server Management r11 products are available for installation on Windows and Linux. These merge modules are then brought together to form a number of different MSI packages. if access to the library is denied.

For more information.log where xxx stand for the component name (e. ScalabilityServer. but also works with non-verbose logs. Manager. The tool generates reports as text files in both the UI and quiet modes. and displays suggested solutions to errors that are found in a log file.. The MSI installer log files are written by the MS Windows Installer and their format can be rather cryptic. consult the Microsoft support website. Wilogutl. Chapter 5: Troubleshooting Installation and Migration 5–9 .Installation Process Overview For interactive installs log files can be found in the following folder %TEMP% For non-interactive installs (for example when using Infrastructure Deployment) log files can be found in the following folder %windir%/Temp MSI packages The Windows® Installer uses a master MSI package which invokes other specific basic MSI packages for different Unicenter DSM components based on installer selections/parameters. It works best with verbose Windows Installer log files.exe can be run in quiet mode or with a user interface (UI). The master setup writes to the following log file DSMSetup. Wilogutl analyzes a Windows Installer installation. Non-critical errors are not displayed.log Unicenter DSM component MSI packages write to the following log files DSMSetupxxx. Thankfully Microsoft provides a tool – wilogutl for analyzing MSI log files. AgentSD etc A return code of 1707 or 3010 at the end of these files indicates that everything went OK.g. This tool is only available in the Platform SDK Components for Windows Installer Developers.

CAM and CCS) are logged to the following file: TRC_Inst2_ITRM. if this section doesn't show any ERROR trace entry. Typically. You will find the full command line used to launch installation of the selected components.log Where yyyy is the name of the sub-component.g.log and search for string 'msiexec'.log The Ingres and MDB configuration can be checked by opening the following file: TRC_Inst_ITRM_0. These functions are provided in C++ DLLs and most of them log to the following file: TRC_Inst_ITRM_0. then the mdb configuration for Unicenter DSM was successful. 5–10 Unicenter IT Resource Management Diagnostics Guide . This information can also be useful if you need to create your own scripts for silent installation.Installation Process Overview Windows Installation Diagnosis Tip To find out which parameters have been used to install the different components open the DSMSetup.log Search for the text “mdb”. MDB and Other Log Files Prerequisite checking output and installation of non-Unicenter DSM components (e.log Some sub-components log to their own file TRC_yyyy_0. After Copies During execution of the MSI packages several component/sub-component specific 'AfterCopy' functions are called to carry out specific configuration. This should take you to the MDB sections where preparation and initial data population are noted. Ingres.

log Where yyy is the name of the sub-component.Installation Process Overview LINUX Installations As with the Windows installation. If there are multiple files within the /tmp folder use this naming convention to find the largest one. once installation has completed.install. Chapter 5: Troubleshooting Installation and Migration 5–11 .log As a result. Aftercopy logs During execution of the PIF packages.install. Each PIF package covers an appropriate Unicenter DSM component and together these PIF Packages form a number of master PIF packages. Log file location Installer log files are written to the /tmp folder and. the primary Unicenter DSM installation log can be in both of the following locations: /tmp/ca-dsm-xxxx. the following two log files are copied to the /opt/CA/installer/log xxx folder for safe keeping: ca-dsm-setup. using multiple interdependent PIF packages (PIF is CA’s proprietary Package Installation Format for Unix). several component and sub-component specific 'AfterCopy' functions are called to carry out specific configuration procedures. Some of them write to the main Unicenter DSM installer log (see above) while others create their own log files which can be found in either of the following folders: /tmp /opt/CA/UnicenterDSM/logs Folder selection will depend on what point in the installation process the After Copy executable has been called. the Unicenter DSM Installer for Linux is also highly modularized. These functions are provided as executables.log ca-dsm.log where xxxx is a numerical value.log /opt/CA/installer/log/ca-dsm. The files are named as follows TRC_yyy.

Installation Process Overview Diagnosis tips . 7. dmdeploy manager connects to target system using ssh You should see the connection attempt logged into the system log file /var/log/secure. 4. You can issue a “ls –ltr” in this directory to monitor the growth of files as they are uploaded. you should see two packages called “cadsm-dmprimer” and “ca-dsm-dmprimer-standalone” in the pif package list (“lsm –lOpif”). 2. it is crucial to identify the point of failure within the sequence. When the image stops growing. After the primer install is finished. 8. 1. Package installation starts. Therefore.exe. Dmprimer should then be started “dm_primer start” appears in the ps list and the dmprimer log file should also appear: /tmp/dmprimer. 6. since no CA software is assumed to be present during deployment it is impossible to report accurate status and diagnostic messages during this operation. an understanding of the process is important. primer installation package is pushed to the target system using ssh/sftp You should see OS processes with names containing these strings appear on the target system 3. This is quite quick in comparison to the primer upload in step 3. Use the “lsm –lOpif” command to display the PIF packages currently installed. You will see the “installdsm” process in the ps listing. If connection is successful.g.log. 5–12 Unicenter IT Resource Management Diagnostics Guide .Deploying to Linux over SSH Deployment to Linux targets using DMDeploy over SSH (the default method for Linux) is quite complex and subject to a variety of environmental obstacles. To diagnose problems in this area. UAM agent) starts. Transfer of the deployment payload (e. To assist with tracking down installation issues. Following is the sequence of events followed during deployment to a clean system on Linux using SSH. the primer install (installdmp) is launched. Primer files are installed into /opt/CA/UnicenterDSM/dmprimer. 5. You should see a process with this name appear in your ps list as well as a process running lsm. this directory is not removed. You will see “transferring xx%” messages appear in the GUI/CLI. Unfortunately. Primer image is uploaded to /tmp/dmprimer. Many things have to occur successfully before the deployment payload becomes active on a target system.

Unicenter DSM r11 Common Application Framework 11. <port number> CAF Tip: To query CAF for the current status of all plug-ins. the exact list will depend on which payload you are installing. the package ca-dsm will be present... This should take you to the MDB sections where preparation and initial data population are logged. execute the following command: caf status The output should look something like the following: Querying caf for status information. Other subcomponents will be present.0. General Install Notes If the MS-SQL Server install (default or named) does not use the default TCP/IP port number you will need to add the port number in addition to the instance name.Installation Process Overview After completion.. In other words.234 Showing running DSM services. LINUX Installation Diagnosis tips The Ingres and MDB configuration can be checked by opening the main Unicenter DSM installer log file (see above) and searching for the text “cadsm-mdb”. That’s it – package installation status is sent back to the manager and displayed in the GUI/CLI. however. [1] [2] [3] [4] [5] [6] [7] [8] [9] Asset Management manager (ammanager) Asset Management performance agent (ampmagent) Asset Management server (amrss) Asset Management usage server (amms) Certificate exchange plugin (cfcertex) Common Server (cserver) Common object manager (cmobjectmanager) Configuration agent (ccnfagent) Configuration and State Management agent (ccsmagt) [10] Configuration and State Management agent controller (ccsmact) [11] Configuration and State Management database api server (ccsmapi) [12] Configuration and State Management server (ccsmsvr) Chapter 5: Troubleshooting Installation and Migration 5–13 .. you will have to fill the input field as follows for the MS-SQL Server: <instance name>.8024.

e.Infrastructure Deployment [13] DSM Service Locator plugin (cfsvclocator) [14] Data Transport network object server (dtsnos) [15] Data Transport schedule object server (dtssos) [16] Data Transport transfer agent (dtsagent) [17] Data Transport transfer object server (dtstos) [18] Deployment Manager (dmdeploy) [19] Engine (SystemEngine) [20] Event notification plugin (cfnotify) [21] File transfer server (cfftplugin) [22] Notification Server (cfnotsrvd) [23] Port multiplexer (pmux) [24] Registration plugin (cfregister) [25] Remote Control host agent (rchost) [26] Remote Control manager (rcmanager) [27] Remote Control server (rcserver) [28] Session messaging server (smserver) [29] Software Delivery boot server (sdmpcserver) [30] Software Delivery manager: api server (sdmgr_api_2) [31] Software Delivery manager: dialog manager (sdmgr_dm) [32] Software Delivery manager: file transfer (sdmgr_ft) [33] Software Delivery manager: installation manager (sdmgr_im) [34] Software Delivery manager: task manager (sdmgr_tm) [35] Software Delivery server (sdserver) [36] tomcat server (tomcat) Note The list of plug-ins is sorted alphabetically . Infrastructure Deployment is also sometimes known as “DMDeploy v2. Infrastructure Deployment The Infrastructure Deployment subsystem facilitates the initial deployment of Unicenter DSM software components within a heterogeneous enterprise. A Unicenter DSM Explorer wizard is used to scan for deployment targets and to configure and initiate the deployment job. This functionality is typically used to initially roll out the Unicenter DSM infrastructure. Agents and Scalability Servers) can be transferred and installed without the use of Unicenter Software Delivery..” Unicenter DSM infrastructure components (i.not in the order in which they are started. 5–14 Unicenter IT Resource Management Diagnostics Guide .

initiating the FTP “get” request on the target. This method of deployment works as follows: DMDeploy Manager connects to target using telnet DMDeploy Manager issues ftp commands over telnet on the target. You will get an error if you try to do the latter. is fully capable of SSH & telnet/FTP deployment to UNIX variant targets. however. though these installations will continue if already started. machine rebooted) the job information is lost. pulling the primer installation image from manager to target.e. i. Agent Registration When a Unicenter DSM agent is installed on an end system the first thing it does is attempt to register its existence with its Domain Manager via its Scalability Server. If the DMDeploy manager exits for any reason (crashes. Note that agents register on a regular basis but basic inventory information is delta’d after the first registration. Two major restrictions on the Linux manager 1) it cannot push out a primer to Windows shares since it cannot run the installation command 2) it cannot enumerate Windows domains.Infrastructure Deployment Important note (1): When the infrastructure deployment wizard is completed. rather than requiring one on each target. This registration process is common across all products and includes a limited amount of inventory information (known as “Basic Inventory” or sometimes “Basic Hardware Inventory”). Important note (2): All operating systems are not created equal. It is maintained in the memory space of the DMDeploy manager process. Chapter 5: Troubleshooting Installation and Migration 5–15 . which are pushes from the manager to target. This method only requires that a single FTP server be set up on the Manager. Important note (3): Deployment using FTP can seem back to front until you think about it. but please note that the job is NOT persistent. This is different from deployment via shares and ssh. a deployment job is created which manages the progress of the deployment to all the selected end systems. as are any unprocessed status messages from end system installations. The Windows manager. The deployment manager has different capabilities on different platforms. is restarted. The status of this job can be viewed through the Unicenter DSM Explorer.

please contact Technical Support for assistance.” To avoid this access problem. Unable to Initialize Database Connection Symptom: I get the following message when I try to login to the Web Console on the DSM Management Server Machine: 5–16 Unicenter IT Resource Management Diagnostics Guide . Cannot find JDBC SP3 Symptom: Windows 2003 SP1. even though the JDBC drivers have already installed. When a user logged in to the same machine as the Active Directory administrator JDBC SP3 could not be found. Solution: During setup. install the drivers for JDBC SP3 again for the user ID who will be installing Unicenter Desktop and Server Management. Each symptom is paired with its appropriate solution. you will need to first delete the password. any user other than the current user during the JDBC setup (e. then. The only change that should be made is to the password of the ca_itrm OS user ID (used by Ingres to authenticate access) which is created during the installation. As a result of this. another administrator). follow the procedures documented in the Implementation Guide to correctly change the password. using the Ingres Visual DBA. upgrade or configuration process. Solution: The password for the ca_itrm database user ID should not be changed in the database using the Ingres DBA.. the JDBC driver only inserts its entries in the current user’s HKEY_CURRENT_USER registry tree .not in the HKEY_LOCAL_MACHINE tree. however. will not have access to the JDBC driver’s registry entries and. this was done. If. MS-SQL Server 2000 SP4 client and drivers for JDBC SP3 were installed using a local administrator user ID.g.Installation Symptoms and Solutions Installation Symptoms and Solutions Following is a collection of symptoms representing common problems that may be experienced during the installation. If you experience any of these symptoms in your environment but are unable to effect a resolution using the solution provided or if you have any questions about that solution. they will not be “found. Unable to connect to MDB (Ingres) Symptom: A user has changed the password of the ca_itrm database user ID using the Ingres Visual DBA and now Unicenter Desktop and Server Management cannot connect to the MDB.

the following message is generated: Warning: Unable to connect to Web Service ({http://xml.cfg and edit the file to include an entry for both NICs in the Routing section. execute the following command on the server: Camsave config This creates a save. Solution: This indicates that CAM may need to be configured. However.a Forward localhost b.cfg file in the CAM folder.a and b. After providing both user name and password and clicking “Log in”.exe!).cfg to cam.a. be sure to look at the MDB Scalability presentations and Optimization presentations for tips on tuning your Ingres implementation.Installation Symptoms and Solutions unable to initialize database connection The MDB and SQL Server are on the same machine and there is no problem accessing it from the DSM explorer.b. Timeout Error with Dual NICs Symptom: DSM r11 was installed on a machine (cluster) with two NICs. Is this normal or could there be a problem? Solution: This is not unusual – Ingres is just caching as much data as possible.a. the entry would read: *Routing Forward localhost a. Once the product is installed. Lots of Memory Usage Symptom: During the implementation on Ingres.b.org/axis/}HTTP) Chapter 5: Troubleshooting Installation and Migration 5–17 .b. if your server has two NIC’s. To do this. For example. Rename save.apache.b.a.a.b. while the user can camping the upstream (first NIC) servers a timeout error is issued for the downstream (2nd NIC) servers.b Unable to Connect to Web Service Symptom: User is unable to sign in to the web console. which are not routable. Solution: It is likely that the JDBC drivers have not been properly installed or configured. it appears that some of the processes are using a lot of memory (700+ MB for the lidbms. a.

However. Solution: Try editing the following file: Program Files\CA\Unicenter DSM\Web Console\ webapps\wac\WEBINF\classes\com\ca\wac\config \WACConfig. In both tests you should use the names of the components on the system because it is also possible that the messages are reaching the Scalability Server but are being ignored because of an FQN mismatch. Verify that you can both ping and camping both ways. on the same system.cfg file and add a Routing section as follows: *Routing Forward localhost [Local Host IP Address] 5–18 Unicenter IT Resource Management Diagnostics Guide . the Scalability Server is unable to connect to the Engine and the following error is generated: Unable to open Server <Scalability Server hostname> Solution: The first step is to check CAM. restart Tomcat by executing CAF Stop/start tomcat Scalability Server Unable to Connect to Engine Symptom: Installation was configured such that the Domain Manage\Engine server accesses the Scalability Server across a WAN through Public IPs while the Scalability Server controls its agents within LAN/local IPs.properties Modify the following parameters in this file: AMS_URL=http://<server name>/AMS/login.do WEBSERVICE_URL=http://<server name>/ udsm_r11_Webservice/mod_gsoap. Issue the following command on the Scalability Server: Camping -a Then. In cases where there is a mismatch. it may be necessary to create a cam. In r11. all the DSM components use CAM (4104 UDP as default) and DSM Multiplexer Port (4728 TCP by default).dll Then.Installation Symptoms and Solutions I checked the web service – and it was started. issue the following command: Camping –a [Engine Server Name] The output will include information indicating how each computer identifies itself.

volume serial number). Cloning a machine that has or had a 4. system ID. Agents Not Registering Symptom: Agents do not register after migration from 4.0 ca agent installed –w htout first removing the registry engtries – causes new agents to overwrite the records for existing agents with the same UUID. The exception to this is during an upgrade. at CAf startup. Removing these folders and files will improve GUI performance (since the API instance will not have to cache so many files) but you should be aware that the associated job output will be removed as well. r11 installation assumes that the HostUUID entry is a valid r 4. In r11.x this is addressed by not only creating the HostUUID entry when the agent is insggtalled but also creating additional entries for the machine’s key identifiers (MAC address. a new UUID is generated.0 a “HostUUID” entry is created in the registry when the first 4. In that case. In this case. Chapter 5: Troubleshooting Installation and Migration 5–19 .Migration Symptoms and Solutions Large Number of Subfolders and Files in Install Directory Symptom: There is an extremely large number of subfolders and files under the <install directory>\asm\library\output folder. In r4.0 releases Solution: This behavior is a symptom of a known problem with r4. consult the Implementation Guide or FAQ394764 on SupportConnect.0 legacy asset objects added to the r11 MDB by the m igration tasks. HostUUID entries are NOT aletered if the key identifier entries are not present. You may want to consider using configuration policy to schedule a “JobCleanUpTime” to remove any obsolete jobs – including output files.0 value The additional key identifier enteries are created and the existin HosgtUUID is used in the asset regisgtration process.0 and “cloned” machines. Should the machine be cloned without removing the registry keys. if an exception is detected. Solution: These files and subfolders represent the Software Delivery “job output” which can be viewed through the Job Target properties menu.0 CA agents are installed. Migration Symptoms and Solutions The following topics pertain to migrating from earlier releases of the DSM subcomponents. The hprocess ensures that the new r11 asssets registered can be p roperly matched to their corresponding r 4. a check ismade to insure that the key identifiers match the registry is performed and. For more information.

Migration Symptoms and Solutions It is essential. after the upgrade you will be unable to deploy packages from the USD 4. This information is also provided in TechDoc # TEC415456.0. 5–20 Unicenter IT Resource Management Diagnostics Guide . the integrity of the r4. This information is very clearly sated in the r11 Implementation Documentation (see “Migration Challenges” topic for more details.0 Local Server.ini file that was installed as part of the upgrade to match the settings that were previously used in 4. Cannot Deploy SD Packages after Upgrading from USD 4.0 deployment (in terms of potential duplicate HostUUID entries be verified.0.0 components installed with the previous release of Unicenter Software Delivery if it has already been installed on the Enterprise or Domain Server.0 Enterprise Server to the USD 4. that prior to migrating to r11. Consequently. therefore. edit the new tngdts.0 Symptom: After installing on an Enterprise or Domain Server that had previously included an installation of Unicenter Software Delivery 4.1. To resolve this problem. we cannot deploy packages? Solution: The Data Transport Services (DTS) components shipped with Unicenter DSM r11 completely replace the DTS 3.

DTS is backwards compatible with all earlier DTS versions. include configuration. As a result.0 (with SD 4. The software package is created. at the request of the target user (pull). an improper library registration. or a resource/environmental deficiency on the part of the target system. The status of the package delivery/installation is reported back to the originating manager at various stages throughout the process. optionally. Depending on administration requirements this may occur at the Enterprise Manager or Domain Manager. 4. In this respect. The key to troubleshooting a problem with the software distribution process is to identify at what point in the process the problem occurred. DTS Considerations If you have migrated from an earlier version of Unicenter Software Delivery in which you used the Data Transport System (DTS). be aware that DSM r11. activation and uninstallation procedures. the failure of a software package to install on a target may be the result of a faulty package creation. if DTS 3. All DTS versions prior to r11 are upgraded to DTS r11 as part of the DSM r11 installation. The package installer is executed – after the package has been successfully delivered directly to the end system or to an accessible network share the package’s installer is executed. DTS does not co-exist with its earlier releases. 3. 5. For example. The package must include an installation procedure and may. The software package is registered in the Software Delivery Library.Chapter 6: Troubleshooting Software Delivery The software distribution process used by Unicenter Software Delivery consists of the following steps: 1.0) had WorldView configured with DTS routing information then this information will not be available when upgrading to those releases. The package is distributed to target computers – either at the request of the administrator (push) or. 2.0 and r11. if catalogs are used.1 do not include CCS integration. a communication failure between components during package transfer. Chapter 6: Troubleshooting Software Delivery 6–1 .

6–2 Unicenter IT Resource Management Diagnostics Guide . port multiplexer component). OSIM OSIM (OS Installation Management) provides bare metal operating system installation on targets in an enterprise network. however. when DTS is upgraded to r11 it will continue to use its legacy TCP protocol instead of the r11 Networker (i. Symptoms and Solutions This section presents both symptoms and solutions for common problems related to the Software Delivery component of Unicenter DSM. When it comes to OSIM. there are several caveats to keep in mind: Due to the name change from “SDCMD” to “CADSMCMD” any prior calls to SDCMD. OSIM can install operating systems on targets that are able to boot from the network. OSIM provides an infrastructure consisting of: Manager plug-in that controls the installation process DSM Explorer and DSM CLI plug-ins Support for preparation of the OS and BOOT images Tools to setup and configure the operation system PXE/TFTP Boot Server (a Scalability Server plug-in) CADSMCMD is a command line interface that supports process automation in the area of desktop and server management. DTS transfers may fail until the legacy TCP ports are opened in the firewall or until DTS is configured to use the r11 Networker component.. will need to be updated to reflect the new name. Although transfers will continue to carry on.Symptoms and Solutions Due to an issue in the upgrade process. The linkBMS action is no longer available from the targetComputer command due to changes introduced by the MDB.e. in environments where the firewalls have a limited number of open ports. The userParameter and username parameters of modifyInstallParameter are now obsolete due to changes in how encryption-decryption are handled. the CADSMCMD CLI is backwards compatible with the previous v4 Software Delivery release. along with their supporting scripts.

Chapter 6: Troubleshooting Software Delivery 6–3 .0. Caf register ALL Cserver config –h <FQDN of Domain_Mgr> Cserver register –a Cannot Run Jobs on Agent Symptom: Jobs cannot be run on the DSM Agents Solution: Ensure that the agent has registered with a valid Scalability Server. To verify this run the caf setserveraddress command and confirm that the Scalability Server identified is a valid one. 127. you may need to adjust the firewall settings for the agent. The syntax is: Caf setserveraddress <FQDN of Scalability_Server> Caf register ALL Cannot Run Jobs on Agent Symptom: Jobs cannot be run on the DSM Agents Solution: Ensure that the server is able to communicate with the agent in order to start the job check. the server must be registered with the Domain manager. Open incoming ports 4104 and 4105 on the agent’s firewall. Execute the following command: sd_acmd jobcheck Does the job appear? If it does but the server or Unicenter explorer is unable to start a job check on the agent. To verify this use the cserver register command and verify that the address returned in the message belongs to the domain manager. Execute the caf setserveraddress command to verify that the address is the local host. caf setserveraddress localhost caf register all In addition.Symptoms and Solutions Cannot Run Jobs on Scalability Server Agent Symptom: Jobs cannot be run on the agent on the Scalability Server Solution: The agent on the Scalability Server must register with the Scalability Server that it runs on.0.1 or points to the address of the local host.

If the agent version is “4. Deploy the agent as needed.” The migration process requires a unique host_uuid and name for each agent machine to avoid merging agents with the same host_uuid. Check the version of the agent in question using the DSM Explorer. Solution: Check the migration trace file to see if it includes entries indicating that “duplicates exist. Solution: User profiles are registered when DSM detects a logon. Check to see if the host_uuid of the agent has changed between the v4 and r11 releases. the same physical machine. then logoff and log back on. Agents are not Migrated during Upgrade Symptom: After migration from previous release several agents are not upgraded. Determine if the “duplicate” agents are. Open the Agent properties dialog and select the Agent tab. If the uuid changes during the migration. If the names are different. Persistent Migration Lock Symptom: Agents remain “locked in migration” long after the upgrade completes. they are not being registered. Solution: The r11 manager identifies agents by host_uuid and the r4 manager by a name. Request a configuration report for the computer in question to verify that the configuration has indeed taken effect. If so. allow it some time to take effect.Symptoms and Solutions Agents not Registering Symptom: Software Delivery agents were configured to use “user profiles” however. consult the uuids challenges section in the DSM Implementation Guide for additional guidance. consult the migration chapter in the DSM Implementation Guide for further information about uuid challenges. in fact. This can also be the result of a ghost image which contains a DSM host_uuid.0.0. DSM r11 also allows for the distribution of separate agent plug-ins independently. 6–4 Unicenter IT Resource Management Diagnostics Guide .0” the SD r11 agent plug-in is not installed on the end system – even if other r11 products are. two records will be created for the same agent – one migrated and one registered. After the policy has been set.

time and time zone settings are correctly set at the Managers and Scalability Servers and that the configuration policy software delivery/shared/Timezone: Local time deviation between EM-DM and DM-SS” is set correctly.” CCS Calendar No Longer Attached Symptom: Calendar is not attached to computers that were added to a group for which a calendar was previously attached. Solution: Only computers that are members of the group at the time that the calendar is attached will be affected by that calendar. Occasionally. the software assumes that all nodes reside in the same timezone and that the system clocks are relatively synchronized. Chapter 6: Troubleshooting Software Delivery 6–5 . check to ensure that the date. Solution: The USD Domain Manager detects Enterprise Manager membership by interrogating the mentioned “role” parameter in comstore.Symptoms and Solutions No Answer from Domain Manager After Container is Sent Symptom: Although the status of a container distribution is “100%”. Connect an ITRM Explorer GUI to the actual Domain Manager and verify. Note: This policy was formerly known as “LocalTimeDeviation. Unless the configuration policy is set. this information may not get changed during the Enterprise linking. From the Domain Manager execute the following command: cccnfcmda –cmde GetParameterValue –ps itrm/manager/default –pn role If the role is “2” then run DM: cccnfcmda –cmd SetParameterValue –ps itrm/manager/default – pn role –v 1 Then recycle CAF by executing the following commands: caf stop caf start Jobs Sent to Remote Agents Not Executed or Delayed Symptom: Jobs sent to agents connected to remove Scalability Servers are either never executed or always delayed. by viewing the task list under the “Control Panel\Engine\System Delivery Engine node”’ that a “Receive Task” is running. there is no answer from the Domain Manager to the Enterprise Manager. Solution: If the Scalability Server is located in a difference time zone.

value [SDM002400] Possible error cause: Illegal Solution: One of the parameters on the page has been changed from Locally managed to Centrally managed. execute the following from a command prompt: ccnfcmda –cmd getparametervalue –ps itrm/common/caf/plugins/sdagent –pn enabledisplayondesktop If the return value is zero (“0”). Solution: When CAF is set up to run as an admin. Solution: The root cause of this problem is that the DTS Transfer Agent is not listening for any incoming connections. To do this: 1. Job Check Dialog is Invisible Symptom: Under Windows XP or Windows 2003 the CAF service was configured to “run as admin” and now the job check dialog is invisible. Change the DSM-> Data Transport Service ->Data Transport Agent Plugin -> Sequential connect property from “true” to “false”. Use a configuration policy to change the value instead or revert the parameter to be locally managed before re-attempting the operation. execute the following to configure this option: caf setprop sdagent enabledisplayondesktop 1 Distribution Does Not Progress – but DTS Still Active Symptom: Software Delivery distributions using DTS remain in “active” state and the distribution does not progress. 2. it uses the DSM common configuration mechanism. is to alter the DTS Transfer Agent’s configuration policy to turn off the “sequential connect” configuration parameter. Open the DSM UI and go to Control Panels ->Configuration -> Configuration Policy. therefore.Symptoms and Solutions Re-attach the calendar to the group to apply it to the new members. To verify this is the problem. Even though Software Job Management appears as a separate screen in the configuration section of the control panel. the SD agent plug-in needs to be configured in order to display its catalog to the desktop. Configuration Parameter Could Not Be Written Symptom: When using the Software Job Management Job Cleanup page you get an error that says: The configuration parameter could not be written. 6–6 Unicenter IT Resource Management Diagnostics Guide . The resolution.

delete the application from all of the groups.” (dot) in its place. as a Job Order for this item is outstanding [A301932]. they are stored on the Scalability Server under the following path: <install path>\CA\Unicenter DSM\DMPrimer\CAUnicenterDSM Error Running Purge and Archive Software Job Symptom: While running a Purge and Archive Software Job I get the following error: Distribution Status Error: Order no:1 and the following orders could not be executed. Solution: The DSM packages that the deployment wizards uses are not stored in the Staging Library. Transfers fail with “Security Violation: userid or password not correct. Reactivate the transfer but do not use the suspend and resume features offered by DtsCli or the ADT Transfer Client. Rather.” Solution: This behavior is not supported. To resolve this error. Solution: This is not an error. In r11 the dot character (. Cannot See DSM Agent Deployment Packages in Staging Library Symptom: I cannot see the DSM packages in the Staging Library on the Scalability Servers when I select Control Panel. Reason: Purge Operation not allowed. Stage Software at the Scalability Server. Solution: This occurs when the application you are trying to Archive and Purge is still present in either a Query or Template Group. Deployment.Symptoms and Solutions Security Violation for DTS Transfer that was Suspended and Resumed Symptom: Suspending and resuming transfers created with DtsCli or through the ADT Transfer Client is unsuccessful.) is used to identify the computer unit. Chapter 6: Troubleshooting Software Delivery 6–7 . Therefore. you can run the following command to initiate a jobcheck for the computer unit: Sd_acmd jobcheck target=. Target Name Missing in Jobcheck Symptom: When jobcheck runs the targetname in the dialog is missing and there is only a “.

Solution: When software is installed through the software catalog it is added to the Windows Add\Remove Programs list thereby enabling the user to subsequently uninstall the program if desired. it is purposely not added to that list because the assumption is that deployment of the package – and its continued installation on the target machine – is directed by the administrator. one of those parameters is: <MSI>\\SERVERNAME\SDMSILIB</MSI> <MSILIBSUPPORT>1</MSILIBSUPPORT> If the share has been manually deleted. consult techdoc TEC425592 on SupportConnect. the job sent to the Agent installs fine. however. using the following command: SD_SSCMD REMOVESHARE MSILIB This information is also posted in techdoc #TEC411553. if the MSILIB is share on the server. When a job is executed the Manager sends a configuration list to the Agent and. When SXP is used. this parameter check will fail – resulting in the “updating source list using library” error. the fact that the application is part of that group will cause the Archive and Purge job to fail. To avoid this problem. 6–8 Unicenter IT Resource Management Diagnostics Guide . For details on modifying this default behavior. Software Package Not Added to Windows Add\Remove Programs Symptom: Although a software package that was created with the Software Delivery packager deployed successfully on the target machine it was not added to the list of software on the Windows Add\Remove Programs dialog on that machine. not the end user. Updating Source List Library Error – but Job Still Works Symptom: Software Distribution job receives a status of “failed” and an error message of “updating source list using library” however.Symptoms and Solutions Note: Even if the group is deactivated and not currently being evaluated. Solution: This can occur in situations where an MSI package is deployed to an Agent machine with default configurations and where a previous share to the MSILIB on the Manager has been manually deleted. update the server configuration to reflect that the Share has been disabled.

The key difference between the current functionality and that offered in the previous release is that the signatures are available to the agent and it is the agent that does the software detection. For Windows the location is: \Program Files\CA\Unicenter DSM\agent\units\00000001\uam\Wnnnnnnn. It includes a component which is able to download the signature database from the online CA Content Management System (a central repository hosted by CA and available via public internet). Previously. This is stored in the MDB and converted to an XML file and transmitted to the DSM agent for use by the software detection component. 1.log file can be found in the \Unicenter DSM\bin directory for Windows or the /opt/CA/UnicenterDSM/engine/bin/upm directory for Linux 3. 4.xml Agent launches scanner which launches signature scan and calculates deltas.XML For Linux it is: /opt/CA/UnicenterDSM/Agent/AM/data/work/lnnnnnnn. Engine pushes compressed signatures to Scalability Server Agents pull updated signatures from Scalability Server After the file is transferred it is stored. locally on the end system hard drive. 2. patch and fix recognition information (signatures). Note Regarding Software Scanning and Detection DSM r11 has fully incorporated the eVM signature scanning technology. uncompressed. – – 5. a list of information was returned to the manager where the analysis took place. The CMS contains information about all known software.Chapter 7: Troubleshooting Asset Management This chapter provides information for troubleshooting the Asset Management component. Chapter 7: Troubleshooting Asset Management 7–1 . DSM Engine launches Content Downloader on regular basis to check for updates Content Downloader updates MDB with changes The UPM. This change in location reduces the load on the manager system.

. etc. you now need to first look for MS-Office. A simple way to check the file integrity is to load it in a web browser. 7–2 Unicenter IT Resource Management Diagnostics Guide . Word. Symptoms and Solutions This section presents both symptoms and solutions for common problems related to the Asset Management component. For example. In r11. where you might previously have looked for MS-Access directly.1. Signatures Missing After Upgrade Symptom .1: We upgraded to r11.). there appears to be less than half the software signatures that were available under r11. Disappearing Asset Management Deployment Jobs Symptom: We are deploying Asset Management agents through the deployment wizard (rather than Software Delivery) but the deployment jobs disappear from the console within a day or so whether or not the deployment has been successful. If the browser “complains” about the syntax. Where did they go? Symptom – 2: We upgraded to r11.Symptoms and Solutions If the signature file gets corrupted the scan will most likely not produce any results. Microsoft Access is considered part of the Microsoft Office suite. Excel. What happened? Solution: In both cases.1 but now we don’t seem to have the signatures for the Office 2000 components (e. where applicable. then it is unlikely to be accepted by the scanner as well. Asset Management deployment jobs are not persistent.g. then drill down to find MS-Access. As a result.1a but. what is perceived as an error is actually just a change in design that requires additional clarification. Solution: Unlike Software Delivery distribution jobs. after executing the Default Software Contents Download Job. software products are grouped first into suites.x. Whenever CAF is restarted the deployment history and any current deployments are lost.

then that product is filtered in DSM.1a and. For example. if you drill down into one of those components. you will see the list of releases for that component (SR-1. etc. if you drill into the Microsoft Office Suite you will see the Office 2000 components and.): Use of the is_active field in the ca_software_signature table was introduced in r11. check the upm. SP3. To see how many records have been filtered from view.Symptoms and Solutions The display hierarchy used by r11 divides software entities into “products” and “releases. SP2.log file. if there are no active signatures available for a particular software product. Any patches related to those software products are similarly filtered. Chapter 7: Troubleshooting Asset Management 7–3 . under that release. as a result.” Releases are children of products in this hierarchy and products can have one or more releases.

1 C1 and contact CA Technical Support to obtain the TF6F243 patch. when I look at the permissions for the computer group it shows: (permissions: default class ()) Solution: Due to a problem in the MDB definitions. To resolve this ensure that you have installed DSM version r11. there was not problem viewing the queries. the transaction will be rolled back. This topic is also discussed in techdoc TEC425356. The following error message was displayed: Security Error: Database Error [CMM001300] It then appears that the permissions have been granted. To resolve this. When that number is large it may take more than 10 minutes to complete. If it hasn’t completed within 10 minutes. This topic also appears in techdoc TEC425456. This only occurs on Windows with SQL Server 2005. ensure that you have installed DSM version r11.Symptoms and Solutions Unable to Sort Computer Groups by Type Symptom: While viewing dynamic groups the user attempted to sort computer groups by type and received the following error: DB error: incorrect SQL syntax [CMM000193] However. Unable to Set Asset Group Permissions Symptom: When I tried to set permissions for an Asset Group the GUI froze for 10 minutes and then failed. Solution: This issue occurs because SQL Server 2005 requires the sort property to be qualified for view. however. 7–4 Unicenter IT Resource Management Diagnostics Guide . DSM will try to perform a number of updates equal to the number of asset group objects to the power of three. however.1 C1 and request fix TF9C263 from Technical Support.

9. 7. The process flow is as follows: 1. All keyboard and mouse input is relayed to the remote computer. it is empty. Obtain connection information (get Global Address book. 6. 8. validate\authenticate users and retrieve valid users permissions. This is not required for “Local” security mode and the user does not have to do this explicitly Validate credentials. Symptoms and Solutions This section presents both symptoms and solutions for common problems related to Unicenter Remote Control. Obtain authority list. In a managed environment Remote Control Viewers and Hosts communicate with DSM Scalability Servers and Managers in order to retrieve address book information. This information is cached locally on the Viewer and is only used when the manager connection fails.Chapter 8: Troubleshooting Remote Control The DSM Remote Control feature essentially allows a Windows user to access a remote Windows or Linux computer as if they were sitting in front of the physical machine. the RCAddressBookManager compiles the address book according to the validated user’s permissions. Chapter 8: Troubleshooting Remote Control 8–1 . local address book and quick connect) When the Viewer connects to the DSM Manager and requests an up to date address book. Start remote control session and load video capture The video capture threads process an incredible throughput of packets and there is no tracing during normal operating of the video capture after startup. Global Address Book not Populating Symptom: When I open my global address book. Connect to target desktop Prompt user (display\connect to Host GUI) 10.

Erratic Keyboard Behavior over Slow Connection Symptom: When I use RDC to remote connect to a Windows machine over a slow connection.” Set Group as global address book. open the Windows Control Panel and change the Keyboard settings. multiple keystrokes appear. Change Repeat delay to “Long” and Repeat rate to “Slow.” 8–2 Unicenter IT Resource Management Diagnostics Guide . select the group(s) you want a user to be able to see.Symptoms and Solutions Solution: The global address book allows users to view the computers they have permission to connect to in their viewer. Solution: If the host is running an centralized security mode check to see if the connecting user has been added to the RC address book for that machine.” Select properties and select the Global address book root group check box.” Add any user that you wish to have access to the machines in this group. A tutorial is available from the DSM explorer to explain how to add users to the RC address book and how to specify permissions. the following three things need to be in place: Set Agents to central security. In order for the global address book to populate. Solution: To remedy this. the keyboard behaves erratically. To do this. Add security to the global address book. To do this either create a new policy or UnSeal the currently applied custom policy and change the DSM > Remote Control > Host > Managed > Centralized Security policy value to “True. if I press a key once. For more information on Remote Control permissions consult Techdoc #TEC407409. User Cannot Connect Symptom: User is unable to connect to an RC host. For example. To do this. right click again on the selected group and click “Remote Control Properties. expand the details for that group and right click on “Remote Control Permissions.

x MDB products.com/premium/unicenter30/infodocs/TEC418063. as well as integrations with other CA software. you should you the native verification and diagnostics tools provided with the database software to help pinpoint the problem or even eliminate the database from the list of possible root causes. Although this document was originally created with Unicenter Desktop and Server Management in mind. such as the DSM Explorer and CAM.pd f Note that you will be required to login to the SupportConnect site to obtain this document.Chapter 9: Troubleshooting Common Components and Integrations This chapter contains tips for troubleshooting DSM common components.ca. Therefore. Considerations for Common Components Troubleshooting information for CAM and CAFT can be found in the CA Messaging Troubleshooting Guide which can be downloaded from the following link: http://supportconnectw. it is applicable to all CA products using SQL .especially the r11. The following documents are available from the Troubleshooting section of the Implementation Best Practices pages on SupportConnect: “Troubleshooting Microsoft SQL Server Connectivity” provides tips on debugging SQL connectivity issues. In some cases a problem with your MDB may stem from a problem with the actual underlying database – whether it is Ingres. “Refining the Microsoft SQL Server Profiler Templates to Improve Diagnostics” provides information on how modifying the default trace template for MS SQL Profiler can collect more targeted trace information Chapter 9: Troubleshooting Common Components and Integrations 9–1 . Microsoft SQL Server or Oracle.

If so.2 Implementation Guide for detailed information on installing DSM r11. 2. 5. 6. 9–2 Unicenter IT Resource Management Diagnostics Guide . however. The DSM discovery application that has subscribed for those events is notified. Then.Understanding Managed and Unmanaged Objects Installing DSM r11. At this point the computer is now considered “managed. In addition. during the DSM r11. it is crucial for you to understand the terminology that is used to describe objects in the MDB: Undiscovered Object: computer has never been detected and no information has been written to the MDB Unmanaged Object: computer has been discovered and information has been written to the MDB. The process flow is as follows: 1. it is classified and a managed object representing that computer is created in the WorldView repository. no DSM Agent is installed Managed Object: computer has been discovered and information has been written to the MDB. Although it has been discovered.2 with Pre-Existing Common Services Consult the DSM r11. 4. In general. It is considered “undiscovered. the computer is still considered “unmanaged” from a DSM perspective. the DSM Agent has been installed on this computer. a new deployment job is built and sent to the computer.” The CCS Continuous Discovery Service detects the new hardware and checks for that computer in its cache.” 3.2 with Common Services in an environment which already includes Unicenter NSM common components. Since the computer is not found. select the Custom Install option and deselect the Common Services component Understanding Managed and Unmanaged Objects When Desktop and Server Management is integrated with Unicenter Netework and Systems Management (NSM).2 install.1 which upgrades the NSM components. The DSM r11 discovery application reads the new message and checks the policy to see if a new DSM Agent should be deployed. If the DSM Agent is successfully deployed it will register to the manager. you will need to install NSM r11. In response to the arrival of new data in the database a trigger is executed registering the event in a special (dedicated) event table. A computer connects to the network for the first time.

unmanaged objects. will be noted.Understanding Managed and Unmanaged Objects If. since the computer is already known as an unmanaged device no further action (i. the computer will remain “unmanaged. after being deleted from the 2D Map). Rather. for those objects to be considered “managed” you will need to deploy the agents manually using a target query of unmanaged assets. however. In that case the Continuous Discovery service will detect the hardware along with the “last seen on network” information in its cache. it will not automatically deploy the DSM Agent to existing.e. deployment of DSM Agent) will be taken. however.” If policy is subsequently created.e.. such as the IP address. there is no policy dictating distribution of the DSM Agent. Chapter 9: Troubleshooting Common Components and Integrations 9–3 . Note: This is true even if the computer reconnects to the network (i.. Updated information.

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directory structure.ca.com/public/ca_common_docs/diags cftrace Cftrace is a common tracing component which returns detailed log information for the process being traced and saves that information to a log file. You can also configure the tracing program using the common configuration component or through the command line interface.com/public/impcd/r11/troubleshooting/doc/Commo ntracing. These include: Dsminfo Cftrace Dsminfo The DSMInfo tool was designed to collect key diagnostic information from systems on which Unicenter Desktop and Server Management has been installed. This document is currently provided on the r11 Implementation Best Practices pages at the following link: http://supportconnectw. You can specify the processes you want to trace and set a trace file size. It collects log files.pdf Note: You should only run a diagnostic trace at the request of Technical Support. use the following link: http://supportconnectw. Versions for use under Windows and Linux are available. system information. including syntax. as well as registry and environment information into a single zip file and should be run each time you report any issues with Unicenter Desktop and Server Management. For more information and to download this tool.ca. examples and a list of log file and process names can be found in the “Using Diagnostics Traces” document. Further details on using cftrace.Chapter 10: Useful Tools and Utilities There are several tools available for troubleshooting your Unicenter Desktop and Server Management implementation. Chapter 10: Useful Tools and Utilities 10–1 .

Unicenter Software Delivery r4 SDCONF CHKMIB_L/E SDVER SDCMD SDACMD SDPGM TNGDTS Stagechk SDSWEEP CreateBTImages CreateOSImage RegisterBTImages RegistserOSImage SDJEXEC Sdsetcnf Cazip\cazipxp Unicenter DSM r11 Dsmproperties show Currently no r11 equivalent Dsmver Cadsmcmd Sd_acmd CAF Start all/Stop all (also KILL to stop forcibly) TNGDTS Sd_sscmd stagecheck Dmsweep CreateBTImages CreateOSImage RegisterBTImages RegisterOSImage Sd_jexec Sd_Setcnf Sd_zip and sdmpcfilerest 10–2 Unicenter IT Resource Management Diagnostics Guide .Understanding Managed and Unmanaged Objects Other tools The r11 commands listed in the following table provide “similar” functionality to their Unicenter Software Delivery r4 counterparts. but rarely identical functionality. you should always check the r11 documentation to ensure that you understand their syntax as well as the full scope of their actions. Before executing any of these commands.

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