Solstice Enterprise Manager 4.1 Troubleshooting Guide Doc Set ContentsPreviousNextIndex

Chapter 2

Troubleshooting Installation and Startup Problems

This chapter provides information on resolving installation, configuration, and startup problems.

This chapter comprises the following topics:

2.1 Installation Problems

This section describes the following topics:

2.1.1 Hardware Failure

Problem: A hardware failure occurred while you were installing Solstice EM.

Solution: Use the following steps to troubleshoot the problem.

1. Check the hardware and fix the hardware problem.

2. Remove existing Solstice EM software from the system (to prevent corruption).

3. Reinstall Solstice EM software.

See Also: the hardware documentation and the Installation Guide.

2.1.2 Corrupted Software

Problem: An error occurred during installation that corrupted the Solstice EM software.

Solution: Use the following steps, reinstall the corrupted software.

Note – Typically, only a specific package and not all Solstice EM software will be corrupted.

1. To check which packages are corrupted, use the pkgchk utility. pkgchk verifies file size and checks certain attributes to ensure files copy correctly from the installing location.

2. Reinstall Solstice EM software for the corrupted package. The corrupted files will be overwritten. pkgadd or em-install will install the product.

See Also: Installation Guide.

2.1.3 CMIP MPA Error

Problem: mpa_error: Cannot boot emApplicationInstance displays during installation, after SUNWemcpa is installed.

Possible Cause: The CMIP MPA tries to connect to a Solstice EM MIS when it is installed. If the MIS does not start the CMIP MPA prints this error.

Solution: Use these steps to fix the problem.

1. Start the MIS after the packages have been installed. You can then start the CMIP MPA using /etc/rc2.d/<s98cmip>mpa command. This ensures that the MPA is connected to the MIS.

2. CMIP MPA can be run on systems that do not have the MIS installed. Before you install SUNWemcpa, set the environment variable EM_MIS_DEFAULT_HOST to the system on which the MIS is running. When you install SUNWemcpa, the MIS host name is obtained from the EM_MIS_DEFAULT_HOST variable. No other environment variables are needed.

See Also: The CMIP chapter in the Customizing Guide.

2.1.4 Ping-up Storage Errors

Problem: You receive the following error message during installation. 

 Storing ping_up condition failed!
 Adding ping_up condition failed!

Possible Cause: These error messages occurred during MIS initialization. Some of the GDMO/ASN.1 files are part of the SNM Compatibility package and are needed for network management templates such as device_reachable and pingUpOrDown.

Solution: You need to install the SNM Compatibility package (SUNWembc) on your system. Use the following steps:

1. Change to the directory where the CD-ROM directory is mounted. Typically, this is /cdrom/solstice_em_4_1/.

2. Use the following command to install the package:

pkgadd -d SUNWembc

See Also: Installation Guide.

2.1.5 Installation Failure

Problem: Your installation fails but no error messages indicate the reason for failure.

Possible Cause: You did not verify hardware or software before installing Solstice EM.

Solution: Use the following steps to check for verification errors.

1. Check your hardware for sufficient memory and disk space.

2. Check the operating system on which you installed the software.

3. Use the Solaris utility pkgchk to see if you installed all files into the correct directories.

See Also: Installation Guide and the Release Notes.

2.2 Solstice EM Startup Problems

This section describes the following:

2.2.1 Application Startup Problems

Problem: A specific Solstice EM tool does not start with the expected properties.

Possible Cause: Most of the Solstice EM tools have configurable properties. When you change these properties, you must save them for the changes to take effect the next time you start the applications as well as in the current session.

Solution: Reconfigure the properties to the desired settings and save the properties.

Tip – For information on configuring a specific tool, see the section for that tool in Managing Your Network.

2.2.2 License File Location Errors

Problem: When you try to run a tool, you get the following error message: 

 Cannot Get LM_LICENSE_FILE environment 
variable

Possible Cause: A license file was not found in the default location, or the default location was not set for the command used (em_obed, for example).

Solution: Set the LM_LICENSE_FILE variable to the path of the password file:

/etc/opt/licenses/ssp.em.lic,#:[additional license files]

(# = instance of license).

2.2.3 MIS Restart Error

Problem: When trying to restart the MIS using em_services, you receive the following message: 

 Can't register with the event dispatcher: 
Cannot register as an event rendezvous:

Solution: Kill the existing inetd process and restart the MIS using the following steps:

1. Find the existing inetd process using the command:

ps -ef | grep inetd

2. Kill the inetd process. For example:

kill -HUP 111

3. Restart the MIS, using the command:
em_services -start

2.2.4 License Server Start Error

Problem: When you try to access Solstice EM, you get the following message: 

 License Error: Cannot connect to the 
license server for feature 
ssp.em.app. License server may not have been started.

Possible Cause: The license server is not running.

Solution: Start the license server by typing the command:
# /etc/rc2.d/S85lmgrd start

2.2.5 License File Missing Error

Problem: When you try to access Solstice EM, you get the following message: 

 License Error: Cannot find license file 
(/usr/local/flexlm/
licenses/license.dat) which contains the feature ssp.em.mis. 
The
product has not been installed properly. There are no license 
files
in following path:/etc/opt/licenses/licenses_combined: Cannot 
find
license file (-1,73:2)

Possible Cause: No license has been installed, or a license has been installed in a non-default location and the variable LM_LICENSE_FILE has not been set to the new location.

Solution: Install a license using the License Installation Tool, or set the LM_LICENSE_FILE variable to the correct location.

2.2.6 License Date Error

Problem: When you try to access Solstice EM, you get the following message: 

 License Error: Licensing feature 
ssp.em.mis. License File: /etc/opt/
licenses/licenses_combined Invalid date format in license 
file 
(-11,239:146) Connection refused

Possible Cause: The date was entered in an incorrect format when installing a demo license, or an expiration date was entered when installing a regular license.

Solution: Use the License Installation Tool to re-install the license.

See also the Installation Guide.

2.2.7 Inconsistent License Key Error

Problem: When you try to access Solstice EM, you get the following message: 

 License Error: Licensing feature 
ssp.em.mis.License File: 
/etc/opt/licenses/licenses_combined Invalid license key
(inconsistent license key) (-8,130:2)

Possible Cause: The number of Rights to Use is incorrect or the password is incorrect.

Solution: Use the License Installation Tool to re-install the license with the correct password and number of Rights to Use.

See also the Installation Guide.

2.2.8 Exceeded Limit License Error

Problem: When you try to access Solstice EM, you get the following message. 

 License Error: Maximum number of licensed 
users for feature
(ssp.em.app) has been reached. Licensed number of users 
already
reached (-4,132)

Possible Cause: The maximum number of Rights to Use has been reached.

Solution: Use the following steps to solve this problem.

1. As root, go to the licenses directory by typing the following:
cd /etc/opt/licenses

2. Type the following command to display the available licenses:
./lmstat -a -c ./licenses-combined

3. If this command generates an error message, call the nearest Sun License Center for a valid license password.

4. Use the License Installation Tool to install a valid license password:
./lit

Tip – Refer to Chapter 5 in Installation Guide. Purchase more licenses by calling the nearest Sun License Center.

2.2.9 Network Discovery Startup Error

Problem: After you install Solstice EM and start Network Discovery, you get the following message: 

 /opt/EM/SUNWconn/em/bin/em_discover 
ld.so.1: /opt/EM/
SUNWconn/em/bin/em_discover: fatal: libtopo_api.so.2: can't 
open
file: errno=2

Possible Cause: Solstice EM is installed in non-default directory.

Solution: Use the following steps to fix the problem.

1. Become superuser.

su

2. Create a directory in the default location using the command:

mkdir -p /opt/SUNWconn/em

3. Create a link between the actual lib directory and the default location using the following command where NEW_PKG_BASEDIR is the location where Solstice EM is installed:

ln -s NEW_PKG_BASEDIR/lib /opt/SUNWconn/em/lib

4. For example, if Solstice EM is installed in /usr/SUNWconn/em, you should type

ln -s /usr/SUNWconn/em/lib /opt/SUNWconn/em/lib

2.2.10 em_services Reload Error

Problem: When you are trying to restart Solstice EM, you receive the following error message: 

 Port number mismatch error during 
em_services -reload.

Possible Cause: The error message indicates the specific daemon that is experiencing the problem (for example, em_snmp-trap). This indicates that a daemon is trying to start using a specific port, but another daemon has that port in use.

Solution: Use the following steps to correct this error.

1. Use the ps command to look for another process that might have that port locked up (for example, a partially completed em_services command).

2. Kill the old process and run em_services -reload.

2.2.11 Cannot Start Network Tools

Problem: Executing the em command fails with the message: 

 Could not connect to MIS on hostname...
LoginClient: Couldn't receive message from em_login...

Possible Cause: The MIS may not be running.

Solution: Check that the MIS is running. See The MIS Does Not Start" for instructions on how to do this task and how to correct any problems.

2.2.12 The MIS Does Not Start

Problem: Solstice EM does not start when you try to start Network Tools.

Possible Causes:

Solution: Use following steps to fix the problem:

Note – You must log in as root to fix this problem.

1. Verify that the MIS is running by executing the command:
/opt/SUNWconn/bin/em_services -status

2. If you do not see a display similar to "em_mis: PID=2345," then restart the MIS (Step 3).

3. To restart the MIS, log in as root to the machine on which the MIS is running, and execute the command:
/opt/SUNWconn/bin/em_services -start

4. If the MIS is running, but you see the error message em_host: can't open display, exiting... when you try to start Network Tools, you need to set appropriate environment variables (Step 5).

5. If you logged in remotely, use the setenv command to set the display to your workstation. For example, if your workstation is called my_host and you have just opened a window on other_host, execute the following command in the window on other_host:
setenv DISPLAY my_host:0

6. If the MIS is running, but you see the error messages:
"Xlib: connection to "my_host:0.0" refused by server
Xlib: Client is not authorized to connect to Server
Error: Can't open display: my_host:0.0"
you must provide access to your host from the MIS server (Step 7).

7. Use the xhost command to authorize access to your workstation's X server. For example, if your workstation is called my_host and you are trying to run Solstice EM from other_host, execute the following command from a window attached to your workstation:
xhost other_host

8. Try to start Network Tools again.

9. If Network Tools still fails to start, it is likely that your Solstice EM software has been corrupted (perhaps due to a disk problem). Re-install Solstice EM software.

See Also: Installation Guide.

2.2.13 Applications Do Not Start From Network Tools

Problem: When you click on one of the tools in the Network Tools window, the application does not start.

Solution: Use the following steps to correct this problem.

1. Log in as root to the machine on which the MIS should be running.

2. Verify that the MIS is running by typing the command:
ps -eaf | grep mis

3. If you do not see a display similar to the following, restart the MIS:
root 1508 1 80 09:15:52 pts/5 0:21 em_mis

4. Start the MIS by executing the following command:
/opt/SUNWconn/bin/em_services -start

5. After you have verified that the MIS is running, try to access the tool again.

6. If the MIS is running and this is a new installation of Solstice EM, refer to the Installation section of this chapter for more information.

See Also: Installation Guide.

2.2.14 Solstice EM Does Not Start on Hosts With Multiple Ethernet Interfaces

Problem: When you try to run Solstice EM on a system with more than one ethernet interface, Solstice EM does not start. The following error is listed in the file /var/opt/SUNWconn/em/debug/database.log:

err -25572: Network driver cannot bind a name to the port

Possible Cause: Solstice EM cannot resolve the IP address for the system because the interfaces use the same official host name and different IP addresses. For example, consider a system with the offical host name of planets. The system has two network interface boards. Its /etc/hosts file looks like the following:

127.0.0.1 localhost
123.45.67.22 planets mars
123.45.68.22 planets venus

The official name for both interfaces is planets, with the aliases mars and venus.

The uname -n command returns the name planets rather than mars or venus.

Solution: Use the following steps to correct this error, substituting the correct IP addresses and host names for your system:

1. Use sys-unconfig to unconfigure the system.

2. Reboot the system. When it comes up, you will be prompted for the official host name. In this case, you should specify either mars or venus, not planets.

3. Update /etc/hosts to reverse the order of the official name and aliases, as follows.

127.0.0.1 localhost
123.45.67.22 mars planets
123.45.68.22 venus planets

4. Use ifconfig to configure the second network interface board.

5. Update any other files or systems depending on whether you are using DNS or NIS. For example, you may have to remove /etc/hostname.xx0 and update
/etc/hostname.le0 and /etc/hostname.le1.

The uname -n command should return the name mars or venus (whichever you specified as the official name).

See the Solaris Naming Administration Guide and the Solaris Naming Setup and Configuration Guide in the Solaris System Administrator Collection for more information.

Sun Microsystems, Inc.
Copyright information. All rights reserved.
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