Troubleshoot

If you encounter problems while using OpsCx for CA APM, you can often solve them yourself. This topic is intended to help you with resolving some common problems.

General Troubleshooting Guidelines

When investigating an issue, first verify that:

• Your issue is not related to the third-party software or hardware. Otherwise, contact the corresponding vendor for assistance.

• You have the latest operating system and software application patches installed on the affected systems.

• Settings in the configuration files of OpsCx for CA APM are correct: the file structure and syntax are preserved, the values are valid.

Debug Tools

If these nodes are available in the configuration files, then it will display logs for source or transformed data into the destination file. CA APM connector plug-in comes with default debug.conf file in which the loggers are included:

Logger nodes

Set the below options for these logger nodes: Topologysourcexmlsink, metricsourcexmlsink, alertsourcexmlsink, triagealertsourcexmlsink, triagealertfilterxmlsink, topologytransformxmlsink, metrictransformxmlsink, alerttransformxmlsink.

Options	Description	Node	Default Value
Filename	Log file location	topologysourcexmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-topology-source.xml
		metricsourcexmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-metric-source.xml
		alertsourcexmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-alert-source.xml
		triagealertsourcexmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-triagealert-source.xml
		triagealertfilterxmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-triagealert-filter.xml
		topologytransformxmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-topology-transform.xml
		metrictransformxmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-metric-transform.xml
		alerttransformxmlsink	${OvDataDir}\log\HPBsmIntCAWily\cawily-alert-transform.xml

After configuring the OpsCx for CA APM to display the source and transform data, perform the following steps:

1. Check the main log for Errors and Warnings. This can help to diagnose configuration or connectivity issues.
2. Check if the topology, metric and alert source logs are created. Whenever data is collected from the CA APM environment, it is logged into the source logs. If the logs are missing or are not populated during the configured intervals, there are connectivity or configuration issues in data collection.
3. Check if the topology, metric and alert transform logs are created. Whenever data is transformed, it is logged into the transform logs. If the logs are missing or are not populated on the configured intervals, this can mean that there is a configuration issue in data collection or data transfer.
4. If all the logs are present and are populated, but the data is still not transferred properly to OMi, there might be issues in the Operations Connector policy configuration.
5. If metric data is missing from Omi, this might mean that the reported metric data is too much for the Operations Connector to handle. Filter the data to solve such issues.

Known Issues and Workarounds

Error during the installation of OpsCx for CA APM on Operations Connector 10.11

Symptom

When installing the OpsCx for CA APM on Operations Connector 10.11, the installation fails due to a prerequisite check of Operations Connector. The installation checks whether the Operations Connector is installed on the system. This check fails because of the name change of the framework from BSM Connector to Operations Connector.

Action

For Operations Connector 10.11, to install the Operations Connector or CA APM, run the following command:

<Connector_Installer.exe> -DSKIPCHECKS=true

Backing up and Restoring the Configuration

It is recommended that you regularly back up the configuration of OpsCx for CA APM. Copy the configuration file changes that you made to the predefined OpsCx for CA APM settings to a safe location. You can later use the backup copies to perform the following tasks:

• Revert to a working configuration in case of a wrong or non-functioning configuration.

• Preserve configuration history for future reference.

• Migrate the settings after a product reinstallation or upgrade.

Backing up the Configuration

To back up OpsCx for CA APM configuration, copy the following items to the backup directory:

Item	Filesystem Objects to Copy
Configuration file	caapm-integration.conf
Requests file	caapm-ws-requests.xml
GenInt plug-in file	caapm-plugin.dll

The three files are inseparable and can be used only together as a backup.

Restoring the Configuration

To restore OpsCx for CA APM configuration, follow the steps:

1. Stop the integration.

2. Copy the following items from the backup directory and allow the copy process to overwrite the objects at the target locations.

   Item	Target Location
   Configuration file	caapm-integration.conf
   Requests file	caapm-ws-requests.xml
   GenInt plug-in file	Windows: caapm-plugin.dll Linux: caapm-plugin.so

3. Activate the Operations Connector policies.
4. Start the configured integration.

Before Contacting Software Support

If you cannot solve your issue, report it. Before contacting Software Support, make sure that:

• You have performed the general checks.

• You have verified your problem is not described in this topic.

• You have collected relevant data that might be required to send to Software Support: a description of your problem, characteristics of your environment, related entries logged in the operating system event log or in the OpsCx for CA APM log files.

The Software Support personnel will then provide you with further instructions. Among other things, you may be asked to change the OpsCx for CA APM logging severity level, to repeat or perform particular operations in your OpsCx for CA APM environment, and to collect specific data from your system and send them to Software Support.

The Software Support personnel are not qualified to solve the issues related to third‑party software or hardware.

To contact Software Support, see the web site at https://softwaresupport.softwaregrp.com.