Sun Identity Manager 8.1 System Administrator's Guide

Before You Begin Tracing or Troubleshooting

Review the information in the following sections before tracing or troubleshooting Identity Manager:

Intended Audience

This chapter is intended for application server and database administrators, front-line support engineers, and partners who are responsible for maintaining Identity Manager in a deployment environment.

Before troubleshooting problems with Identity Manager, you must

Be familiar with Java 5.0 (required for Sun Identity Manager 8.1)
Understand the components that you are trying to troubleshoot

Important Notes About Tracing and Troubleshooting Identity Manager

Before you start tracing or troubleshooting Identity Manager, note the following:

Tracing affects system performance. To ensure optimal performance, use the minimum tracing level needed or turn off tracing after debugging the systems.
Do not enable tracing for the com.waveset class. The com.waveset class is verbose and has many classes, so tracing this class might cause your server to hang.
Do not configure Identity Manager to trace at the advanced level unless instructed to do so by Sun Support.
If you set exception.trace in the Waveset.properties file to debug a specific problem, do not use it for an extended period of time and be sure you disable it after debugging. Setting exception.trace in the Waveset.properties file can significantly affect system performance.

Before Calling Support

Before you call Sun Technical Support for assistance with a problem, consider the following suggestions for narrowing the problem area:

Try using web browser search tools to research the problem.
Use resource-specific support options when available. Your problem might be related to a resource and fixed using a resource patch.
Remove Identity Manager from the equation by using an appropriate client tool when possible. For example, by using a Java LDAP browser.

Also, you must collect and have the following information available before calling Sun Support for assistance.

Information to Collect	How to Get this Information
Product version, including A list of all installed patches, hotfixes, and e-fixes A list of customizations	Use the following commands from the Identity ManagerConsole: `installed` `inventory`
Identity Manager topography, including: How your Identity Manager cluster is configured Environment localization of the issue and any extra information about your environment A list of servers	The information Must be manually determined Must be manually determined Can be obtained by selecting Configure -> Servers from the Identity Manager Administrator interface on a running Identity Manager server
Recent changes to your environment	Must be manually determined
Java version and type	Use the following Java command: `java -version`
Application server version and type	Depends on the Application Server being used, but must be manually determined
Operating system level and information	Must be manually determined
Default XML output, which is a list of all repository objects	Use the `export default.xml default` command from the Console
Task instance data, including A list of all running tasks The size of all current task instances	Use the following commands from the Console: `listTasks` `showSizes TaskInstance`
System Logs	Note – You might be asked to provide additional system logs based on the type of issue you are reporting.

Related Documentation and Web Sites

In addition to the information provided in this chapter, consult the documents and web sites listed in this section for information related to tracing and troubleshooting Identity Manager.

Useful Web Sites

The following table describes web sites related to troubleshooting Identity Manager.

Table 5–1 Useful Web Sites


Web Site URL	Description
`http://sunsolve.sun.com/`	Sun web site containing diagnostic tools, forums, features and articles, security information, and patch contents. Note: The information on this site is divided into three areas: Internal. Available only to Sun employees Contract. Available only to customers with contract access Public. Available to everyone
`http://www.sun.com/service/online/us`	Sun Technical Support web site.
`https://sharespace.sun.com/gm/folder-1.11.60181?`	Identity Manager folder on Sun Microsystems’ Share Space, which contains Identity Manager’s FAQ, links to forums, features and articles, and more. Note: You must sign up for a Share Space ID to access information provided on this site.
`https://identitymanageride.dev.java.net`	Open source Sun Identity Manager Integrated Development Environment (Identity Manager IDE) project. Includes instructions for installing and configuring Identity Manager IDE.

Process Overview

Generally, you can identify and resolve problems in your deployment if you follow the steps shown in the following illustration.

Figure 5–1 Tracing and Troubleshooting a Problem

Flow diagram illustrating general steps for tracing and
troubleshooting problems.

See Tracing Identity Manager Objects and Activities for information about how to enable tracing for different Identity Manager objects and activities.

See Troubleshooting and Fixing Common Problems for information about how to troubleshoot problems that commonly occur for those objects and activities.