Case 03440614 Reopen case

Unable To Start CUPS Service Upon Rebooting RHEL Server

Product Account Created by

Red Hat Enterprise Linux 1619517 Muthu Raman

8.6 RHB Bank Berhad Feb 17, 2023, 11:32:10 PM

Status * Case type * Severity *

Closed Configuration Issue 1 (Urgent) - Severe impact to production environment

Case information

Product Version

Red Hat Enterprise Linux 8.6

Hostname 

myrhbiogisdb01rhvp

Description

What problem/issue/behavior are you having trouble with? What do you expect to see?
We were performing Linux server reboot part of maintenance and upon completion of rebooting the server, we unable to
start the cups service.

What is the business impact? Please also provide timeframe information.

Since this is under Production server appreciate this to be resolved soonest possible since all Users unable to print
reports since unable to start the CUPS service in the Linux server which impacting the organization.

Where are you experiencing the behavior? What environment?

Under Production server

When does the behavior occur? Frequency? Repeatedly? At certain times?

Only this time today when we performed Linux server reboot and upon rebooting the server unable to start the CUPS
service.

Discussion

1 of 9
 Raman, Muthu Sat, Feb 18, 2023, 08:31:23 AM GMT+8

(replying to Mason, Bryan)

> Hello Muthu,
>
> Happy to hear that you were able to fix the problem! I’ll mark the case as closed. If you need further assistance
on this issue, please feel free to re-open it; and of course, don’t hesitate to open a new case if you have other
issues which we can help resolve. You may soon get a message to take part in an on-line survey; if you could fill it
out, that would be extremely helpful. The feedback helps us to continually improve our customer support.
>
> Thanks and best regards,
>
> ~ Bryan
Hi Bryan,

Noted on this and would submit accordingly.

Thanks a lot for the guidance and explanation to support on this case, and currently it is working fine and successful.

Regards,
Muthu Raman

Reply

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 Mason, Bryan Sat, Feb 18, 2023, 06:00:18 AM GMT+8

Hello Muthu,

Happy to hear that you were able to fix the problem! I’ll mark the case as closed. If you need further assistance on
this issue, please feel free to re-open it; and of course, don’t hesitate to open a new case if you have other issues
which we can help resolve. You may soon get a message to take part in an on-line survey; if you could fill it out,
that would be extremely helpful. The feedback helps us to continually improve our customer support.

Thanks and best regards,

~ Bryan

Reply

Raman, Muthu Sat, Feb 18, 2023, 05:23:09 AM GMT+8

Hi Stephanie Leola,

Noted on this and as per your explanation and guidance notes yes due to the id "ms197943" which does not exist in the
server I was unable to start the CUPS service and currently have removed the id from the group in "/etc/cups/cups-
files.conf" file.

Currently able to start the service successfully without any error as per attached.

Thanks a lot for your support and guidance and currently CUPS working fine in the server, hence would close this case.

Regards,
Muthu Raman

Reply

Raman, Muthu Sat, Feb 18, 2023, 05:22:06 AM GMT+8

Attached file =˛Able To Successfully Restart The Cups Service.jpg(59.7 kB)

to this case.

SHA-256
9c40d8f5b9b6cc4b72797ca0949d00d32e6dc87295a7bae2402f73c3243cc3ae 

Description

Able To Successfully Restart The Cups Service Currently

Delete

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 Leola Sousa, Stephanie Sat, Feb 18, 2023, 02:11:14 AM GMT+8

Hello,

The messages in the system journal explain why CUPS isn’t starting:

Feb 17 17:29:39 myrhbiogisdb01rhvp cupsd[21911]: Unknown SystemGroup "ms197943" on line 19 of /etc/cups/cups-

files.conf.
Feb 17 17:29:39 myrhbiogisdb01rhvp cupsd[21911]: Unable to read "/etc/cups/cups-files.conf" due to errors.

[root@sleola sosreport-myrhbiogisdb01rhvp-03440614-2023-02-18-ojxhrsk]# cat -n etc/cups/cups-files.conf | grep -i group

| egrep -v "#"
19 SystemGroup sys root wheel ms199725 ms460135 ms197943
[root@sleola sosreport-myrhbiogisdb01rhvp-03440614-2023-02-18-ojxhrsk]#

The group "ms197943", is missing from this system. I recommend either removing "ms197943" from the SystemGroup line in
/etc/cups/cups-files.conf or re-creating the "ms197943" group. This issue is described in the following Knowledgebase
Solution:

CUPS service does not start in RHEL due to missing groups

https://access.redhat.com/solutions/2768231

Please let us know if you have any further questions

All the Best,

Stephanie Leola, RHCE

Technical Support Engineer
Global Support Services
Red Hat, Inc.
1.888.GO.REDHAT

Reply

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 Raman, Muthu Sat, Feb 18, 2023, 01:58:19 AM GMT+8

(replying to Leola Sousa, Stephanie)

> Hello,
>
> My name is stephanie and I’m working along with Bryan Mason in your case.
>
> We gave you a call to acknowledge the case, thanks for your time during the call.
>
> The sosreport was generated and soon as you get him uploaded we will be able to analyze it.
>
> Additionally, could you answer the below queries to help us to go further?
>
> 1) When was the last time that everything worked OK?
> 2) Did you install or upgrade any hardware or software?
> 3) Did you make any recent configuration changes?
>
>
> All the Best,
>
> Stephanie Leola, RHCE
> Technical Support Engineer
> Global Support Services
> Red Hat, Inc.
> 1.888.GO.REDHAT

Hi Stephanie Leola,

The answers for your questions as follows:-

1) When was the last time that everything worked OK?

Everything was OK before we rebooted the server.

2) Did you install or upgrade any hardware or software?

No as we did not perform any new installation or upgrade any new hardware/software.

3) Did you make any recent configuration changes?

No as we did not make any configuration changes recently.

Thanks

Reply

5 of 9
 Raman, Muthu Sat, Feb 18, 2023, 01:52:57 AM GMT+8

Attached file =˛sosreport-myrhbiogisdb01rhvp-03440614-2023-02-18-ojxhrsk.tar.xz (31.7 MB

to
) this case.

SHA-256
d28d04667ed28b11889edc1fbce035314b1e3db8e2bc5bcd8c2b5012804256bc 

Description

sosreport file

Delete

Raman, Muthu Sat, Feb 18, 2023, 01:51:46 AM GMT+8

Hi Bryan,

As per communicated, attached the sosreport requested on the server which having below issue.

Thanks

Regards,
Muthu Raman

Reply

6 of 9
 Leola Sousa, Stephanie Sat, Feb 18, 2023, 01:38:19 AM GMT+8

Hello,

My name is stephanie and I’m working along with Bryan Mason in your case.

We gave you a call to acknowledge the case, thanks for your time during the call.

The sosreport was generated and soon as you get him uploaded we will be able to analyze it.

Additionally, could you answer the below queries to help us to go further?

1) When was the last time that everything worked OK?

2) Did you install or upgrade any hardware or software?
3) Did you make any recent configuration changes?

All the Best,

Stephanie Leola, RHCE

Technical Support Engineer
Global Support Services
Red Hat, Inc.
1.888.GO.REDHAT

Reply

Mason, Bryan Sat, Feb 18, 2023, 01:03:08 AM GMT+8

Hello,

So that we can begin to understand, diagnose, and resolve this issue, please provide a "sosreport" from the system
having difficulties. More information about sosreport and how to generate one can be found in the following
Knowledgebase Solution:

What is a sosreport and how to create one in Red Hat Enterprise Linux?
https://access.redhat.com/solutions/3592

Thanks and best regards,

~ Bryan

Reply

7 of 9
 Mason, Bryan Sat, Feb 18, 2023, 12:58:02 AM GMT+8

Greetings,

My name is Bryan Mason; I’m a Software Engineer specializing in printing issues at Red Hat. I will begin to help
resolve this issue, although other Engineers may take ownership as appropriate. I may add updates that begin with
"//Internal Case Notes". Those updates contain information that I’m adding to the case for reference purposes as I
work to resolve the issue. They are there for your information and convenience, but do not require any action on your
part.

I’m currently reviewing all the data in the case in order to familiarize myself with this issue and your system
configuration. I will post further updates as I have information to share and findings to report.

Regards,

Bryan Mason
Principal Software Maintenance Engineer
Technical Support Delivery, North America

Reply

Raman, Muthu Fri, Feb 17, 2023, 11:32:31 PM GMT+8

Attached file =˛Error When Restarting CUPS Service.jpg(34.9 kB)

to this case.

SHA-256

e266e04f09872826d196e953849cead8b141dff43c17fd6ff61e039e2bcef1e2 

Description

Error When Restarting CUPS Service

Delete

Raman, Muthu Fri, Feb 17, 2023, 11:32:28 PM GMT+8

Attached file =˛Error Details When Restarting CUPS Service Upon Server Reboot.jpg(343.1 kB
to
) this case.

SHA-256
257562970d6218d567582231b59ba7dc0d4ef3cb20e6338e8fcaa69d0a44b885 

Description

Error Details When Restarting CUPS

Delete

Management

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Muthu Raman (muthu.raman)

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