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Oracle® Enterprise Manager Installation and Configuration Guide for Microsoft Systems Center Operations Manager Connector
Release 1.0.5.2.0

E14736-08
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5 Troubleshooting the Connector

This chapter provides information to assist in troubleshooting integration issues with Microsoft SCOM. The chapter focuses on troubleshooting issues in the web service front-end and the back-end Agent.

This chapter discusses the following topics:

Preparing for Troubleshooting

In order to troubleshoot integration issues, you must adjust the Oracle Enterprise Manager logging options to capture additional information.

To enable debug logging information:

  1. Edit the emomslogging.properties file using a text editor. The file is located in the following directory ...

    11.1.0.1

    <ORACLE_HOME>/oms11g/sysman/config
    

    10.2.0.5

    <ORACLE_HOME>/oms10g/sysman/config

    ... where <ORACLE_HOME> is the Oracle installation directory.

  2. Set the parameters as follows:

    log4j.appender.emlogAppender.Threshold = DEBUG log4j.rootCategory=DEBUG, emlogAppender, emtrcAppender

  3. After setting the debug logging parameters, restart OMS by opening a command window, changing the working directory to <ORACLE_HOME>/oms10g/bin, and issuing the following commands:

    emctl stop oms emctl start oms

Using the Correct URL for SCOM Web Service Operations

Perform the following steps to identify and configure the connector to use the correct URL for SCOM Web Service operations.

  1. Open a command terminal on the system where the SCOM web service is installed.

  2. Change the working directory to the adapters/log directory in the SCOM web service installation directory.

  3. Open the framework.log file in a text editor.

  4. Go to the bottom of the file and search backwards for the string “Setting the server's publish address to be”. Continue searching backwards until you find the URL that contains /AcquisitionService.

    You should specify the URL listed here for the getNewAlerts, getUpdatedAlerts, and acknowledgeAlerts operations, with one exception. You must replace the host name of localhost in the URL with the actual host name or IP address of the system where the SCOM Web Service is installed.

  5. Go to the bottom of the file and search backwards for the string “Setting the server's publish address to be." Continue searching backwards until you find the URL that contains EventService.

    You should specify the URL listed here for the createalert and updatealert operations, with one exception. You must replace the host name of localhost in the URL with the actual host name or IP address of the system where the SCOM Web Service is installed.

  6. Go to the bottom of the file and search backwards for the string “Setting the server's publish address to be". Continue searching backwards until you find the URL that contains SCOMService.

    You should specify the URL listed here for the setup and cleanup operations, with one exception.You must replace the host name of localhost in the URL with the actual host name or IP address of the system where the SCOM Web Service is installed.

  7. Log in to the Oracle Enterprise Manager console by entering a user name with a 'Super Administrator' role, entering the appropriate password, then clicking Login.

  8. Click the Setup link at the top right part of the window. The Overview of Setup page appears.

  9. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  10. Click on the Configure icon associated with the SCOM Connector. This invokes edit mode, enabling you to configure the connector.

  11. Verify that the URL identified in step 4 is specified for the getNewAlerts, getUpdatedAlerts, and acknowledgeAlerts operations.

  12. Verify that the URL identified in step 5 is specified for the createalert and updatealert operations.

  13. Verify that the URL identified in step 6 is specified for the setup and cleanup operations.

  14. If any of the operations are incorrect, change to the correct URL and click OK.

Diagnosing Problems with Alert Generation and Updates

You might encounter issues involved in generating or updating alerts in SCOM from alerts that have originated in Oracle Enterprise Manager or vice versa. The following sections provide diagnostic information to resolve these problems.

Alerts from Oracle Enterprise Manager to SCOM

SCOM can generate or update alerts from alerts that have originated in Oracle Enterprise Manager. Perform the following diagnostic steps if SCOM alerts are not being generated or updated as expected.

  1. Verify that a notification rule is set up for the condition that triggered the alert. Perform the following steps to verify that it is set up correctly:

    1. Open an Oracle Enterprise Manager console window and log in.

    2. Click on the Setup link in the upper right corner of the Oracle Enterprise Manager console.

    3. Click on the Notification Methods link on the left side of the window.

    4. Locate the SCOM Connector in the table near the bottom of the window and click on it to list and note the notification rules that use this method.

    5. Click on the Preferences link in the upper right corner.

    6. Click on the Notification Rules link on the left side of the window. This displays a list of all defined notification methods.

    7. Examine the details for the rules listed in step d above and verify that at least one rule matches the conditions that triggered the alert.

    8. If you did not find at least one rule, you need to modify an existing notification rule or add a new one to invoke the SCOM notification method.

  2. Verify that the OracleEnterpriseManager.Alert.Creator Management Pack has been imported into the SCOM server:

    1. Open the Ops Mgr 2007 console window and log in.

    2. In the Administration pane of the OpsMgr console, select Administration, then Management Packs.

    3. Verify that the "OracleEnterpriseManager Alert Creator" Management Pack is listed.

    4. If the pack is not listed, import it as specified in Installing the Alert Creator Management Pack on page 2-5.

  3. Determine the error that Oracle Enterprise Manager has reported.

    1. Navigate to the page that displays the alert information that should have triggered the new alert in SCOM.

      For example, if the Memory Utilization % metric was set up to invoke the SCOM Connector method, you would perform the following steps to access the page that displays alert information. This example assumes that the generated alert was critical.

      1.) Click on the Alerts tab.

      2.) Click on the Critical sub-tab.

      3.) Click on the Memory Utilization % alert.

    2. Click on the details and look for any error alerts.

      After the alert is generated, it initially indicates that the method will be invoked, but no error alerts appear. The Enterprise Manager Connector Framework makes several attempts to transfer the alert information to the SCOM web service. After all attempts have failed, an error alert is usually added to the details for the alert. If there are no errors after several minutes, it is likely that no error alerts will be added to the log.

    3. If there is no error information in the alert details, you need to examine the log file for errors. Perform the following steps to locate errors in the log file:

      1.) Open the emoms.trc file in a text editor. The location of the file depends on the EM version. For 11.1.0.1, the file is located at:

      <EM_INSTANCE_BASE>/em/<OMS_NAME>/sysman/log

      ... where <EM_INSTANCE_BASE> is the OMS Instance Base directory. By default, the OMS Instance Base directory is gc_inst, which is present under the parent directory of the Oracle Middleware Home.

      For 10.2.0.5, the file is located in $OMS_HOME/sysman/log.

      2.) Go to the bottom of the file and search backwards for this string:

      ERROR core.EMEventConnectorServiceImpl createEvent

      The error alert is contained in the Exception information.

  4. Diagnose the problem based on the error alert. See Section 5.4, "Resolving Alerts from Oracle Enterprise Manager" for information on troubleshooting common error alerts.

Alerts from SCOM to Oracle Enterprise Manager

Oracle Enterprise Manager can generate or update alerts resulting from alerts that have originated in SCOM. Perform the following diagnostic steps if SCOM alerts are not being generated or updated as expected.

  1. Verify that the SCOM Agent has a subscription in SCOM:

    1. In the Administration pane of the SCOM console, select Administration, then Notification, then Product Connectors. The SCOM Agent should be listed as a product connector.

    2. Right-click on the SCOM Agent and select Properties from the list of options. The SCOM Agent – Product Connector Properties window appears.

    3. Check whether a subscription is listed in the Subscriptions section.

      If a subscription is listed, select the subscription and click Edit.

      If a subscription is not listed, add a subscription as described in Adding a Subscription in SCOM on page 3-4.

    4. Check the subscription and make sure it is configured as specified in Adding a Subscription in SCOM on page 3-4.

  2. Verify that no other connectors are subscribed to the same alert information. If there are, contact Microsoft support for resolution.

  3. Determine the error that Oracle Enterprise Manager has reported:

    1. Open the emoms.trc file in a text editor. The location of the file depends on the EM version. For 11.1.0.1, the file is located at:

      <EM_INSTANCE_BASE>/em/<OMS_NAME>/sysman/log

      ... where <EM_INSTANCE_BASE> is the OMS Instance Base directory. By default, the OMS Instance Base directory is gc_inst, which is present under the parent directory of the Oracle Middleware Home.

      For 10.2.0.5, the file is located in $OMS_HOME/sysman/log.

    2. Go to the bottom of the file and search backwards for getNewAlerts().

See Section 5.5, "Resolving Alerts from SCOM" for the error alert you found in the log file. Each alert entry explains the cause of the problem and the steps required to correct the problem.

Resolving Alerts from Oracle Enterprise Manager

This section provides cause and solution information on troubleshooting common alert messages. Find the error message in Table 5–1 that matches your alert message, then refer to the corresponding section(s) indicated under Possible Cause for instructions to diagnose and correct the problem.

Table 5-1 Enterprise Manager Alert Messages

Alert Message Possible Cause Applicable Versions

targetException=oracle.xml.parser.v2.XMLParseException: Start of root element expected

Invalid Web Service Credentials

10.2.0.4, 10.2.0.5

javax.net.ssl.SSLException: SSL handshake failed: X509CertChainInvalidErr

SSL Not Configured in Enterprise Manager

10.2.0.4, 10.2.0.5

The wallet "/gc/OracleHomes/oms10g/sysman/connector//certdb.txt" does not exist

Missing certdb.txt File

10.2.0.4, 10.2.0.5

Error opening socket: java.net.ConnectException: Connection refused

SCOM Web Service Down

10.2.0.4, 10.2.0.5

java.lang.Exception: Error occurred while calling Web Service:

Invalid XML Format

10.2.0.4, 10.2.0.5

Error opening socket: java.net.UnknownHostException: <hostname>

Unknown Host

10.2.0.4, 10.2.0.5

Error opening socket: java.net.NoRouteToHostException: No route to host

Invalid IP Address or Port Number

10.2.0.4, 10.2.0.5

SOAPException: faultCode=SOAP-ENV:Protocol; msg=Unsupported response content type &quot;text/html;

Invalid URL Path

10.2.0.4, 10.2.0.5

ERROR: could not connect to the server <hostname> because it is not operational

SCOM Server Not Operational

10.2.0.4, 10.2.0.5, 11.1.0.1

ERROR - Could not log in to the server because the password is invalid

Invalid SCOM API Credentials

10.2.0.4, 10.2.0.5, 11.1.0.1

Microsoft.EnterpriseManagement.Common.UnauthorizedAccessMonitoringException: The user <Domain>\<Username> does not have sufficient permission to perform the operation

Wrong SCOM API Permissions

10.2.0.4, 10.2.0.5, 11.1.0.1

ERROR occurred invoking SCOM connector to insert event for null

SCOM Agent Not Operational

10.2.0.4, 10.2.0.5, 11.1.0.1

javax.xml.ws.WebServiceException: org.apache.cxf.service.factory.ServiceConstructionException: Failed to create service

SCOM Agent Configuration

10.2.0.4, 10.2.0.5, 11.1.0.1

Request failed because the specified management pack could not be found

Management Pack Missing

10.2.0.4, 10.2.0.5, 11.1.0.1

Successfully inserted the event, but timed out waiting for the alert to be created

Alert Create Timeout

10.2.0.4, 10.2.0.5, 11.1.0.1

The server sent HTTP status code 403: Forbidden

Invalid Web Service Credentials

11.1.0.1

javax.net.ssl.SSLKeyException: [Security:090477]Certificate chain received from <hostname> - <IPAddress> was not trusted causing SSL handshake failure

SSL Not Configured in Oracle Wallet Manager, Missing certdb.txt File

11.1.0.1

HTTP transport error: java.net.SocketException: Socket Closed

SCOM Web Service Down, Invalid IP Address or Port Number

11.1.0.1

HTTP transport error: java.net.UnknownHostException: <hostname>

Unknown Host

11.1.0.1

The server sent HTTP status code 404: Not Found

Invalid URL Path

11.1.0.1


Invalid Web Service Credentials

Cause

The user name or password for accessing the SCOM web service is incorrect.

Solution

  1. Log in to the Oracle Enterprise Manager console by entering a user name with a 'Super Administrator' role, entering the appropriate password, then clicking Login.

  2. Click the Setup link at the top right corner of the window. The Overview of Setup page appears.

  3. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  4. Click on the Configure icon associated with the SCOM Connector.

  5. Click the General tab.

  6. Correct the SCOM Web Service Username and SCOM Web Service Password fields, then click OK.

SSL Not Configured in Oracle Wallet Manager

Cause

The SSL handshake between the Oracle Enterprise Manager Connector Framework and the SCOM web service failed. This failure occurs because Oracle Enterprise Manager is not configured correctly with the SSL certificate for the SCOM web service. The SSL certificate the SCOM web service uses must be imported into the wallet manager. The certificate is either missing from the wallet or does not match the SSL certificate provided by the SCOM web service.

Solution

Import the SSL certificate from the SCOM web service into the wallet manager. See Section 2.3.3.1, "Adding Signed Certificates to Wallet Manager" for details on setting up Oracle Enterprise Manager with the SCOM SSL certificate.

Missing certdb.txt File

Cause

The SCOM web service is configured to use SSL, but the certdb.txt file that contains the SSL information is missing.

Solution

Import the SSL certificate from the SCOM web service into the wallet manager. See Section 2.3.3.1, "Adding Signed Certificates to Wallet Manager" for details on setting up Oracle Enterprise Manager with the SCOM SSL certificate.

SCOM Web Service Down

Cause

The SCOM web service is down.

Solution

Perform the following steps to check the status of the web service and start it if necessary.

If the SCOM web service is installed on a Unix system:

  1. Open a command terminal on the system where the SCOM web service is installed.

  2. Change the working directory to the adapters/bin directory in the SCOM web service installation directory.

  3. Enter the following command:

    ./service.sh status

  4. If the command indicates that the service is not running, enter the following command:

    ./service.sh start

If the SCOM web service is installed on a Windows system:

  1. Open a command terminal on the system where the SCOM web service is installed.

  2. Change the working directory to the adapters/log directory in the SCOM web service installation directory.

  3. Open the framework.log file in a text editor.

  4. Go to the bottom of the file and search backwards for the string iWave Adapter Framework. If the last occurrence found is iWave Adapter Framework Started, this indicates that the web service is started.

  5. If the web service is not started, start the web service based on how the web service is installed.

    • If it is installed as a standalone application, change the working directory to the adapters/bin directory and run the startAdapters.bat command file.

    • If it is installed as a Windows service, enter the net start iWaveAdapters command.

Invalid XML Format

Cause

The request sent to the SCOM web service was rejected because the XML was formatted incorrectly. This problem should not occur unless the connector configuration XML files are manually updated.

Solution

Look at the error alert in the fault string node of the SOAP fault response and determine what is incorrect in the request document. Examine any changes made to the XML configuration files for mistakes that could have caused the problem. You can determine the correct XML format by accessing the WSDL using a web browser.

Perform the following steps to access the WSDL:

  1. Log in to the Oracle Enterprise Manager console by entering a user name with a 'Super Administrator' role, entering the appropriate password, then clicking Login.

  2. Click the Setup link at the top right corner of the window. The Overview of Setup page appears.

  3. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  4. Click on the Configure icon associated with the SCOM Connector.

  5. Click the General tab.

  6. Select and copy the URL specified for the getNewAlerts operation.

  7. Open an internet browser on the system where the Oracle Enterprise Manager server is installed.

  8. In the address window, enter the URL that was copied in step 6 above. Add ?wsdl to the end of the URL. The URL should appear similar to the following example:

    http://[Hostname]:8080/services/SCOM2007/EventService?wsdl
    

    [Hostname] is the actual host name or IP address where the SCOM web service is installed.

If you cannot determine why the format is incorrect, contact Oracle for support.

Unknown Host

Cause

The system does not recognize the host name specified in the URL.

Solution

You can use the following options to address this issue:

Invalid IP Address or Port Number

Cause

The IP address or port number specified in the URL is invalid, or the network is down.

Solution

Verify that the hostname/IP address configured for the connector is correct:

  1. Log in to the Oracle Enterprise Manager console by entering a user name with a 'Super Administrator' role, entering the appropriate password, then clicking Login.

  2. Click the Setup link at the top right part of the window. The Overview of Setup page appears.

  3. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  4. Click on the Configure icon associated with the SCOM Connector. This invokes edit mode, enabling you to configure the connector.

  5. Verify that the hostname/IP address and port number specified in the URL for the createalert and updatealert operations are correct.

  6. If the hostname/IP address and port number are incorrect, provide the correct values and click OK.

If the URLs specify a host name, make sure that the host name resolves to the correct IP address. To determine the IP address of the host name, issue the ping <hostname> command, where <hostname> is the actual host name. This lists the IP address that was resolved for the host name. If this is incorrect, the system administrator needs to investigate why it is incorrect. If the ping fails, the system administrator needs to investigate why there is no connectivity.

Invalid URL Path

Cause

The web service received the request and rejected it because there was a problem. This likely indicates that an invalid path was specified in the URL.

Solution

To determine the reason for the failure, examine the HTML document listed with the Exception information in the emoms.trc log file. In the HTML document, it provides error information that indicates the reason why it was rejected. The error information may be difficult to spot because the HTML tag delimiters are encoded.

If the error information specifies “HTTP Error: 404”, this indicates that the path in the URL is incorrect. Perform the following steps to test the URL the connector is using.

  1. Log in to the Oracle Enterprise Manager console by entering a user name with a 'Super Administrator' role, entering the appropriate password, then clicking Login.

  2. Click the Setup link at the top right part of the window. The Overview of Setup page appears.

  3. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  4. Click on the Configure icon associated with the SCOM Connector.

  5. Click the General tab.

  6. Select and copy the URL specified for the createalert operation.

  7. Open an internet browser on the system where the Oracle Enterprise Manager server is installed.

  8. In the address window, enter the URL that was copied in step 6 above. Add ?wsdl to the end of the URL. The URL should appear similar to the following example:

    http://[Hostname]:8080/services/SCOM2007/EventService?wsdl

    [Hostname] is the actual host name or IP address where the SCOM web service is installed.

If the WSDL is loaded, this confirms that the URL is correct. If it fails to load, there is a problem with the URL. Perform the steps specified in Section 5.2, "Using the Correct URL for SCOM Web Service Operations" to configure the connector to use the correct URL.

SCOM Server Not Operational

Cause

The SCOM Agent could not insert the alert into SCOM because the wrong host name is configured for SCOM or the SCOM server is down.

Solution

Perform the following steps to determine and correct the root cause of the problem:

  1. Verify that the host name or IP address listed in the error message is correct for the RMS system. If the host name or IP address are incorrect, perform the following steps to correct the configuration:

    1. Open Windows Explorer on the system where the SCOM Agent is located.

    2. Navigate to the bin directory in the SCOM Agent installation directory.

    3. Run the SCOMAgentConfig.exe utility to start the SCOM Agent Configuration Tool.

    4. Click Load to open a directory navigation window.

    5. Navigate to the SCOM Agent installation directory and open the SCOMAgent.cfg file.

    6. Click the Management Groups tab, then click Edit to display the Edit Management Group window.

    7. Correct the hostname/IP address in the Server field, then click Update.

    8. Click Save to save the changes to the configuration file.

    9. Click Exit to exit the utility.

    10. Stop and restart the SCOM Agent in IIS.

  2. Verify that the following OpsMgr services are running:

    OpsMgr Config Service OpsMgr Health Service OpsMgr SDK Service

Invalid SCOM API Credentials

Cause

The SCOM Agent could not send the alert to the SCOM server, because the credentials configured for accessing the SCOM API are invalid.

Solution

Perform the following steps to change the credentials for accessing the SCOM API:

  1. Open Windows Explorer on the system where the SCOM Agent is located.

  2. Navigate to the bin directory in the SCOM Agent installation directory.

  3. Run the SCOMAgentConfig.exe utility to start the SCOM Agent Configuration Tool.

  4. Click Load to open a directory navigation window.

  5. Navigate to the SCOM Agent installation directory and open the SCOMAgent.cfg file.

  6. Click the Management Groups tab, then click Edit to display the Edit Management Group window.

  7. Correct the credential information in the Domain, Username, and Password fields, then click Update.

  8. Click Save to save the changes to the configuration file.

  9. Click Exit to exit the utility.

  10. Stop and restart the SCOM Agent in IIS.

Wrong SCOM API Permissions

Cause

The SCOM Agent could not send the alert to the SCOM server, because the credentials configured for accessing the SCOM API do not have sufficient permissions.

Solution

Refer to Setting Up the Agent Account on page 2-2. This section provides the steps required to set up the account for accessing the SCOM API.

SCOM Agent Not Operational

Cause

The web service could not create an alert in SCOM because the SCOM Agent is not operational.

Solution

Open IIS Manager on the system where the SCOM Agent was installed, and start the web site for the Agent.

SCOM Agent Configuration

Cause

The web service could not connect to the SCOM Agent because the web service has an invalid configuration parameter. Either the URL for the SCOM Agent is incorrect or the credentials for accessing the SCOM Agent are invalid.

Solution

  1. Verify that the URL for the SCOM Agent is correct. You should specify the the URL that was provided at the end of the SCOM Agent installation. Note that if the host name in the URL is localhost and you are accessing it from another system, you need to replace localhost with the host name or IP address of the SCOM Agent installation machine.

    If you do not know the URL, you can determine it as follows:

    • If the SCOM Agent was installed as a web site, the address is:

      http://<IP>:<port>/Service.asmx
      

      ... where <IP> is the IP address, and <port> is the port number specified when installing the Agent.

    • If the SCOM Agent was installed as a virtual directory, the address is:

      http://<IP>:<port>/<vdir>/Service.asmx
      

      ... where <IP> is the IP address, <port> is the port number for the web service where the agent was installed, and <vdir> is the virtual directory name specified for the Agent.

  2. Select a user name and password that are valid on the system where the SCOM Agent was installed.

  3. Open a command window and change the working directory to adapters\endpoints\SCOM2007 in the SCOM web service installation directory.

  4. Rerun the SCOM Web Service installer using the URL and credentials from the preceding steps. See Section 2.3.1.1, "Installing the Web Service on Unix" or Section 2.3.2.1, "Installing the Web Service on Windows", depending on your platform, for the procedure.

Management Pack Missing

Cause

The web service could not create an alert in SCOM because the OracleEnterpriseManager.Alert.Creator management pack has not been imported into SCOM.

Solution

Refer to Installing the Alert Creator Management Pack on page 2-5 for the steps required to import the management pack into SCOM.

Alert Create Timeout

Cause

The web service was able to insert an event in SCOM, but an alert was not created within the timeout period. This likely indicates that an error occurred in the alert generating rule and it was unloaded by SCOM. Whenever this occurs, the Ops Mgr Health Service generates an error followed by a warning in the Operations Manager log. The error entry begins with the following message:

A module reported an error 0x80070057 from a callback which was running as part of rule "Create.Default.Alert" running for instance "OracleEnterpriseManager Event Source" with id ...

The warning entry begins with the following message:

Summary: 1 rule(s)/monitor(s) failed and got unloaded, 1 of them reached the failure limit that prevents automatic reload ...

Note:

This situation should not occur if the default SCOM connector configuration files are used. The only known way this can occur is if the SCOM Agent web service is directly accessed and an invalid value is passed for the Priority or Severity fields.

Solution

Restart the Windows service named “Ops Mgr Health Service” on the RMS system.

Resolving Alerts from SCOM

This section provides cause and solution information on troubleshooting common alert messages. Find the error message in Table 5–2 that matches your error message, then refer to the corresponding section(s) indicated under Possible Cause for instructions to diagnos and correct the problem.

Table 5-2 SCOM Error Messages

Error Message Possible Cause Applicable Versions

targetException=oracle.xml.parser.v2.XMLParseException: Start of root element expected.

Invalid Web Service Credentials

10.2.0.4, 10.2.0.5

SOAPException: faultCode=SOAP-ENV:IOException; msg=javax.net.ssl.SSLException: SSL handshake failed: X509CertChainInvalidErr

SSL Not Configured in Enterprise Manager

10.2.0.4, 10.2.0.5

SOAPException: faultCode=SOAP-ENV:IOException; msg=The wallet &quot;/gc/OracleHomes/oms10g/sysman/connector//certdb.txt&quot; does not exist

Missing certdb.txt File

10.2.0.4, 10.2.0.5

SOAPException: faultCode=SOAP-ENV:Client; msg=Error opening socket: java.net.ConnectException: Connection refused;

SCOM Web Service Down, Invalid Port Number

10.2.0.4, 10.2.0.5

SOAPException: faultCode=SOAP-ENV:Client; msg=Error opening socket: java.net.UnknownHostException: <hostname>;

Unknown Host

10.2.0.4, 10.2.0.5

SOAPException: faultCode=SOAP-ENV:Client; msg=Error opening socket: java.net.NoRouteToHostException: No route to host;

Invalid IP Address

10.2.0.4, 10.2.0.5

SOAPException: faultCode=SOAP-ENV:Protocol; msg=Unsupported response content type

Invalid URL Path

10.2.0.4, 10.2.0.5

The server sent HTTP status code 403: Forbidden

Invalid Web Service Credentials

10.2.0.4, 10.2.0.5

Certificate chain received from <hostname> - <IPAddress> was not trusted causing SSL handshake failure.

SSL Not Configured in Oracle Wallet Manager, Missing certdb.txt File

11.1.0.1

Tried all: 1 addresses, but could not connect over HTTPS to server: <IPAddress> port: <port>

SCOM Web Service Down

11.1.0.1

HTTP transport error: java.net.SocketException: Socket Closed

Invalid Port Number, Invalid IP Address

11.1.0.1

HTTP transport error: java.net.UnknownHostException: <hostname>

Unknown Host

11.1.0.1

The server sent HTTP status code 404: Not Found

Invalid URL Path

11.1.0.1


Invalid Web Service Credentials

Cause

The user name or password for accessing the SCOM web service is incorrect.

Solution

  1. Log in to the Oracle Enterprise Manager console by entering a user name with a 'Super Administrator' role, entering the appropriate password, then clicking Login.

  2. Click the Setup link at the top right part of the window. The Overview of Setup page appears.

  3. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  4. Click on the Configure icon associated with the SCOM Connector.

  5. Click the General tab.

  6. Correct the SCOM Web Service Username and SCOM Web Service Password fields and click OK.

SSL Not Configured in Oracle Wallet Manager

Cause

The SSL handshake between the Oracle Enterprise Manager Connector Framework and the SCOM web service failed. This failure occurs when the SSL certificate in the wallet manager does not match the SSL certificate that the SCOM web service provides.

Solution

You need to import the SSL certificate from the SCOM web service into the wallet manager. See Section 2.3.3.1, "Adding Signed Certificates to Wallet Manager" for details on setting up Oracle Enterprise Manager with the SCOM SSL certificate.

Missing certdb.txt File

Cause

The SCOM web service is configured to use SSL, but the certdb.txt file that contains the SSL information is missing.

Solution

You need to import the SSL certificate from the SCOM web service into the wallet manager. See Section 2.3.3.1, "Adding Signed Certificates to Wallet Manager" for details on setting up Oracle Enterprise Manager with the SCOM SSL certificate.

SCOM Web Service Down

Cause

The SCOM web service is down.

Solution

Perform the following steps to check the status of the web service and start it if necessary.

If the SCOM web service is installed on a Unix system:

  1. Open a command terminal on the system where the SCOM web service is installed.

  2. Change the working directory to the adapters/bin directory in the SCOM web service installation directory.

  3. Enter the following command:

    ./service.sh status

  4. If the command indicates that the service is not running, enter the following command:

    ./service.sh start

If the SCOM web service is installed on a Windows system:

  1. Open a command terminal on the system where the SCOM web service is installed.

  2. Change the working directory to the adapters/log directory in the SCOM web service installation directory.

  3. Open the framework.log file in a text editor.

  4. Go to the bottom of the file and search backwards for the string iWave Adapter Framework. If the last occurrence found is iWave Adapter Framework Started, this indicates that the web service is started.

  5. If the web service is not started, start the web service based on how the web service is installed:

    • If it is installed as a standalone application, change the working directory to the adapters/bin directory and run the startAdapters.bat command file.

    • If it is installed as a Windows service, enter the net start iWaveAdapters command.

If the web service is not down, there must be a problem with the port number. Perform the steps specified in Section 5.2, "Using the Correct URL for SCOM Web Service Operations" to identify the correct URL, including the port number.

Invalid Port Number

Cause

The port number in the URL is incorrect.

Solution

Perform the steps specified in Section 5.2, "Using the Correct URL for SCOM Web Service Operations" to identify the correct URL, including the port number.

Unknown Host

Cause

The system does not recognize the host name specified in the URL.

Solution

Select one of the following options to address this issue.

Invalid IP Address

Cause

The IP address specified in the URL is invalid, or the network is down.

Solution

Verify that the hostname/IP address configured for the connector is correct:

  1. Log in to the Oracle Enterprise Manager console by entering a user name with a 'Super Administrator' role, entering the appropriate password, then clicking Login.

  2. Click the Setup link at the top right part of the window. The Overview of Setup page appears.

  3. Click the Management Connectors link on the left side of the window. The Management Connectors page appears, which shows the installed connectors.

  4. Click on the Configure icon associated with the SCOM Connector. This invokes edit mode, enabling you to configure the connector.

  5. Verify that the hostname/IP address specified in the URL for the getNewAlerts, getUpdatedAlerts, and acknowledgeAlerts operations are correct.

  6. If the hostname/IP address are incorrect, provide the correct values and click OK.

If the URLs specify a host name, make sure that the host name resolves to the correct IP address. To determine the IP address of the host name, issue the ping <hostname> command, where <hostname> is the actual host name. This lists the IP address that was resolved for the host name. If this is incorrect, the system administrator needs to investigate why it is incorrect.

If the hostname/IP address appears to be correct, try to ping the system where the SCOM web service is installed using the hostname/IP address. If the ping fails, the system administrator needs to investigate why there is no connectivity.

Invalid URL Path

Cause

The URL hostname/IP address and port numbers are correct, but there is an invalid path.

Solution

Perform the steps specified in Section 5.2, "Using the Correct URL for SCOM Web Service Operations" to identify the correct URL, including the port number.