7 About Troubleshooting Network Integrity

This chapter explains how to troubleshoot Oracle Communications Network Integrity. This chapter includes information about contacting Oracle Global Support and common troubleshooting scenarios.

See Network Integrity Installation Guide for information about troubleshooting upgrade or installation issues.

Troubleshooting Checklist

When any problems occur, it is best to do some troubleshooting before you contact Oracle Global Support:

• You know your installation better than Oracle Global Support does. You know if anything in the system has been changed, so you are more likely to know where to look first.

• Troubleshooting skills are important. Relying on Global Support to research and solve all of your problems prevents you from being in full control of your system.

If you have a problem with your Network Integrity system, ask yourself these questions first:

• What exactly is the problem? Can you isolate it? For example, if it is a problem with an application, does it occur on one instance of the application, or all instances? Oracle Global Support needs a clear and concise description of the problem, including when it began to occur.

• What do the log files say?

• This is the first thing that Oracle Global Support asks for. Check the error log for the Product component you're having problems with.

• Have you read the documentation?

• Read the list of common problems and their solutions for Network Integrity. See "Common Problems and Their Solutions" for more information.

• Has anything changed in the system? Did you install any new hardware or new software? Did the network change in any way?

• Have you read the Release Notes? The Release Notes include information about known problems and workarounds.

• Does the problem resemble another one you had previously?

• Has your system usage recently jumped significantly?

• Is the system otherwise operating normally?

• Has response time or the level of system resources changed?

• Are users complaining about additional or different problems?

• Can you run clients successfully?

• Are any other processes on the system hardware functioning normally?

If you still cannot resolve the problem, contact Oracle Global Support. See "Getting help for Network Integrity Problems" for more information.

Using Error Logs to Troubleshoot Network Integrity

Network Integrity error log files provide detailed information about system problems. If you're having a problem with Network Integrity, look in the log files.

Log files include errors that must be managed, or errors that do not need immediate attention (for example, invalid login attempts). To manage log files, you should make a list of the important errors for your system, as opposed to errors that do not need immediate attention.

Common Problems and Their Solutions

This section describes the following problems, and how to resolve them:

• Problem: Error While Exporting Content to Excel

• Problem: Scan Failure When Transfering Files to or from a Server Using SFTP

• Problem: Cartridge Deployment/Undeployment Errors and Failures

• Problem: Inability To Run Scans or Resolve Discrepancies After an Upgrade

Problem: Error While Exporting Content to Excel

If you are using Internet Explorer for your browser, enable the file download setting in the browser to allow data export from Network Integrity into Microsoft Excel.

To enable file download setting:

1. In the Internet Explorer browser window toolbar, click Tools, and then select Internet Options.

   The Internet Options dialog box is displayed.

2. Select the Security tab.

3. Do any one of the following:

   • If the browser does not have any default settings:

     1. click Reset all zones to default Level.

     2. Click Apply and then click OK.

   • If default settings exist:

     1. Click Custom Level.

        The Security Settings dialog box is displayed.

     2. Scroll down to Downloads and enable Automatic prompting for file downloads.

     3. Click OK.

4. Click Apply and then click OK.

5. Close the browser window and then open Internet Explorer 7.0 browser again.

Problem: Scan Failure When Transfering Files to or from a Server Using SFTP

A configured scan using a file transfer based cartridge with the Transfer Type field set to SFTP fails, showing the following message in the Address field of the Network Integrity Scan Result page:

No Configuration was registered that can handle the configuration named com.sun.security.jgss.krb5.initiate.

An exception is also written in the log file.

To resolve this issue, do the following:

1. For each WebLogic Managed Server , edit the NI_Domain_Home/bin/startWebLogic.sh startup script, where NI_Domain_Home is the directory where your Network Integrity domain is installed.

   1. Locate the section of the script that starts the WebLogic Server (as shown in the following example) and insert the following JVM option:

      # START WEBLOGIC
      echo "starting weblogic with Java version:"
      
      JAVA_OPTIONS = "${JAVA_OPTIONS} -Djava.security.auth.login.config=${DOMAIN_HOME}/bin/login.conf"
      

   2. Save and close the startWebLogic.sh startup script.

2. In the NI_Domain_Home/bin/ directory for each Managed WebLogic Server, create a login.conf file with the following content:

   com.sun.security.jgss.krb5.initiate {
       com.sun.security.auth.module.Krb5LoginModule required
       doNotPrompt=true useTicketCache=true;
   };
   

3. Restart each Managed WebLogic Server.

Problem: Cartridge Deployment/Undeployment Errors and Failures

Cartridge deployment or undeployment may fail or generate errors for many different reasons, including the following:

• Failure While Restarting the Network Integrity Application

• Cartridge Deployment/Undeployment Procedure Stops Responding

Failure While Restarting the Network Integrity Application

Cartridge deployment can fail while restarting Network Integrity because of low memory or because the database server is down.

Ensure Network Integrity is in the Active state:

1. Log on to the Oracle WebLogic Server Administration Console.

2. Click Deployments.

3. In the Deployments table, confirm that the state of the deployed Network Integrity application is Active.

   If the Network Integrity application is not Active, you must activate it for cartridge deployment and undeployment errors.

To change the state of the Network Integrity application to Active for deployment errors:

1. Stop the server where Network Integrity is installed.

2. Delete the NetworkIntegrity.ear from the deploy directory.

3. Rename the NetworkIntegrity.ear.bak to NetworkIntegrity.ear.

   Note:

   The NetworkIntegrity.ear.bak file is created by the Cartridge Deployer Tool in the same directory as NetworkIntegrity.ear.

4. Change the value in the Status column from RUNNING to FAILED in the DisCartridgeStatus table, as follows:

   1. Log on to the Database server where the Network Integrity schema is created.

   2. Expand the table.

   3. Select the DisCartridgeStatus table.

   4. In the Status column, change the value to FAILED.

5. Start the server where Network Integrity is installed.

6. Deploy the NetworkIntegrityApp.ear file again.

To change the state of the Network Integrity application to Active for undeployment errors:

1. Stop the server where Network Integrity is installed.

2. Delete the NetworkIntegrity.ear from the deploy directory.

3. Rename the NetworkIntegrity.ear.bak to NetworkIntegrity.ear.

4. Change the value in the Status column from RUNNING to FAILED in the DisCartridgeStatus table, as follows:

5. Change the value in the command column from undeploy to deploy in the DisCartridgeStatus tabl.

6. Start the server where Network Integrity is installed.

7. Deploy the NetworkIntegrityApp.ear file again.

Cartridge Deployment/Undeployment Procedure Stops Responding

The Cartridge deployment or undeployment procedure can stop responding because the WebLogic Server Administration Console is locked for editing.

To determine if the WebLogic Server Administration Console is locked for editing:

1. Log on to the Oracle WebLogic Server Administration Console.

2. In the Chance Center, in the left pane of the Administration Console, Lock & Edit should be in the Enabled state.

   If the WebLogic Server Administration Console is locked for editing, you must unlock it. Refer to the Oracle WebLogic Adminstration Console documentation for more information.

To resolve issues with the deployment or undeployment procedure not responding, perform the troubleshooting steps from "Problem: Scan Failure When Transfering Files to or from a Server Using SFTP".

Problem: Inability To Run Scans or Resolve Discrepancies After an Upgrade

After upgrading Network Integrity, you may be unable to run scans or resolve discrepancies using cartridges if you have unmigrated cartridges still deployed to your system. See Network Integrity Installation Guide for more information.

Getting help for Network Integrity Problems

If you cannot resolve your Product problem, contact Oracle Global Support.

Before Contacting Oracle Global Support

Problems can often be fixed by shutting down Network Integrity and restarting the computer that it runs on. See "About Managing Network Integrity" for more information.

If that does not solve the problem, the first troubleshooting step is to look at the error log for the application or process that reported the problem. See "Using Error Logs to Troubleshoot Network Integrity" for more information.

Be sure to review the troubleshooting checklist before contacting Oracle Global Support. See "Troubleshooting Checklist" for more information.

Reporting Problems

Prepare and gather the following pertinent information:

• A clear and concise description of the problem, including when it began to occur.

• Relevant portions of the relevant log files.

• Relevant configuration files.

• Recent changes in your system, even if you do not think they are relevant.

• List of all Network Integrity components and patches installed on your system.

When you are ready, report the problem to Oracle Global Support.