This section provides cause and solution information on troubleshooting common errors reported by Enterprise Manager. Find the heading that matches your error and follow the instructions for diagnosing and correcting the problem.
javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target
Cause : The SSL handshake between the Oracle Enterprise Manager Connector Framework and the CASD Adapter failed. This failure occurs because Oracle Enterprise Manager is not configured correctly with the SSL certificate for the CASD Adapter. The SSL certificate the CASD Adapter uses must be imported into the Enterprise Manager keystore. The certificate is either missing from the keystore or does not match the SSL certificate provided by the CASD Adapter.
Solution : Verify that the CASD adapter has a valid SSL certificate, and that the certificate has been imported into the Enterprise Manager keystore.
The following instructions explain how to set up a certificate in the adapter and import the certificate into the Enterprise Manager keystore:
Install an SSL certificate in the adapter keystore. You must either install a self-signed certificate or install a certificate obtained from a Certificate Authority (CA).
To install a self-signed certificate, perform the steps specified in Installing a Self-Signed Certificate.
To install a certificate from a CA, perform the steps specified in Installing a Certificate from a Certificate Authority.
Restart the CASD adapter.
Import the SSL certificate from the adapter keystore into the Enterprise Manager keystore as documented in Importing the Adapter Certificate into Enterprise Manager.
javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Bad response: 404 Not Found from url
Cause : The port number or the path in the URL is incorrect.
Solution : Perform the following steps to correct the URL:
Perform the steps in the section entitled "Using the Correct URL for CASD Adapter Operations" in Connector Tips to determine the URL used by the CASD adapter.
Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.
From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.
The Management Connectors page appears.
Click on the name of the CA Service Desk Connector.
This invokes edit mode, enabling you to configure the connector.
Change the URL for the createTicket, getTicket, and updateTicket operations to the URL identified in step GUID-C12E7FE4-D786-45F0-8010-50F4CDB5F995.htm#GUID-C12E7FE4-D786-45F0-8010-50F4CDB5F995__BCGBCDHA.
Click OK.
javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: Connection refused
Cause : The host name/IP Address specified in the URL is valid, but not the system where CASD adapter is installed, or the CASD Adapter is down.
Solution : Verify that the host name/IP address configured for the connector is correct:
Determine the host name/IP address of the system where the CASD Adapter is installed.
Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.
From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.
The Management Connectors page appears.
Click on the name of the CA Service Desk Connector.
This invokes edit mode, enabling you to configure the connector.
Verify that the host name/IP address specified in the URL for the createTicket, getTicket, and updateTicket operations are correct.
If the host name/IP address is incorrect, correct the URL and click OK.
If the host name/IP Address is correct, perform the following steps to check the status of the adapter and start it if necessary.
If the CASD Adapter is installed on a Unix system:
Open a command terminal on the system where the CASD Adapter is installed.
Change the working directory to the adapters/bin directory in the CASD Adapter installation directory.
Enter the following command:
./service.sh status
If the command indicates that the service is not running, enter the following command:
./service.sh start
If the CASD Adapter is installed on a Windows system:
Open a command terminal on the system where the CASD Adapter is installed.
Change the working directory to the adapters/log directory in the CASD Adapter installation directory.
Open the framework.log file in a text editor.
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.
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.
javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: Connection timed out
Cause : A firewall is blocking access to the system where the CASD adapter is installed.
Solution : Contact your IT department to give Enterprise Manager access to the port the CASD adapter uses. Perform the steps in the section entitled "Using the Correct URL for CASD Adapter Operations" in Connector Tips to determine the URL used by the CASD adapter. The port number specified in the URL is the port number the IT department should open in the firewall.
javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: hostname
Cause : The system does not recognize the host name specified in the URL.
Solution : You can use the following options to address this issue:
Coordinate with the system administrator to change the system configuration to recognize the host name.
Specify the IP address in the URL instead of the host name. To do this, perform the following steps:
Determine the IP address of the system where the CASD Adapter is installed.
Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.
From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.
The Management Connectors page appears.
Click on the name of the CA Service Desk Connector.
This invokes edit mode, enabling you to configure the connector.
Change the host name to the IP address in the URL specified for the createTicket, getTicket, and updateTicket operations.
Click OK.
javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: No route to host
Cause : The IP address specified in the URL is invalid, or the network is down.
Solution : Verify that the host name/IP address configured for the connector is correct:
Determine the IP address of the system where the CASD Adapter is installed.
Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.
From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.
The Management Connectors page appears.
Click on the name of the CA Service Desk Connector.
This invokes edit mode, enabling you to configure the connector.
Verify that the host name/IP address specified in the URL for the createTicket, getTicket, and updateTicket operations are correct.
If the host name/IP address is incorrect, provide the correct values and click OK.
If the URLs specify a host name, be 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.
javax.xml.ws.soap.SOAPFaultException: Could not send Message.
Cause : The CASD Adapter could not connect to the CA Service Desk Server for one of the following reasons:
The host name/IP address specified for the CA Service Desk Server is incorrect
The port number specified for the CA Service Desk Server is incorrect
The CA Service Desk Server is down
Solution : Perform the following steps to determine and correct the root cause of the problem:
Verify that the CA Service Desk Server is up. If it is not up, start the server.
Verify that the host name/IP address and the port number configured for the CA Service Desk Server are correct. Perform the following steps to determine the host name/IP address and port number configured for the CA Service Desk Server:
Navigate to the adapters/conf directory in the CASD Adapter installation directory.
Make a backup copy of the framework.properties file.
Open the framework.properties file in a text editor.
Search for the causd.webservice.endpoint.r11 property. This is the URL that is used to connect to the CA Service Desk Server.
The host name/IP address and port number should be specified in the URL.
Verify that the information is correct. If it is not correct, change the incorrect information and save the file.
If the framework.properties file was modified, the CASD Adapter must be restarted to pick up the configuration change.
Error - invalid login name
Cause : The web service could not access the CA Service Desk Server because the user name specified for the CAUSD account is incorrect.
Solution : Perform the following steps to change the user name for accessing the CA Service Desk Server.
Navigate to the adapters/conf directory in the CASD Adapter installation directory.
Make a backup copy of the framework.properties file.
Enter the following command to change the user name, where <username> is the new user name to specify:
..\bin\propertiesEditor.bat -e causd.username=<username> framework.properties
The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.
Restart the CASD Adapter.
Error - invalid login password
Cause : The web service could not access the CA Service Desk Server because the password specified for the CAUSD account is incorrect.
Solution : Perform the following steps to change the password for accessing the CA Service Desk Server.
Navigate to the adapters/conf directory in the CASD Adapter installation directory.
Make a backup copy of the framework.properties file.
Enter the following command to change the password, where <password> is the new password to specify:
..\bin\propertiesEditor.bat -e causd.password=<password> framework.properties
The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.
Restart the CASD Adapter.
AHD03301: This operation requires Function Access for Requests equal to View or Modify
Cause : The web service could not access the CA Service Desk Server because the account specified does not have sufficient permissions.
Solution : There are two options to correct this problem. One option is to change the account permissions in CA Service Desk to allow the account to create/update incidents. The other option is to specify a different account that has the appropriate permissions. Perform the following steps to change the account for accessing the CA Service Desk Server.
Navigate to the adapters/conf directory in the CASD Adapter installation directory.
Make a backup copy of the framework.properties file.
Enter the following command to change the user name and password, where <username> is the new user name to specify, and <password> is the password for the new user:
..\bin\propertiesEditor.bat -e causd.username=<username> -e causd.password=<password> framework.properties
The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.
Restart the CASD Adapter.