General troubleshooting tips

If you are encountering issues with LNc, follow these steps:

1. Read this document carefully, looking for answers to your specific problem, and ensure that all required settings are configured as expected, referencing your product and Content specific documentation, ensuring any additional required parameters have been configured properly.

2. Run the following command:

   live-network-connector read-config

   Check all values for username, product, and that desired streams are enabled without any spelling errors. Note that some passwords with non-alphanumeric characters may require special treatment.

   Passwords entered are interpreted by your operating system's command interpreter, and some characters have special meaning and must be escaped to be passed to the LNc correctly. For additional information on special characters and escaping or quoting them at the command line, Linux users can see the "man" page for bash (e.g. man bash), and other Unix users can reference the relevant "man" pages for their specific shell in use.

   A simple example is provided below for a Unix system:

   To pass the password my$?9FYI^ to the LNc, the special character(s) must be escaped as follows:

   live-network-connector write-config --password=‘my$?9FYI^’

3. Check that the following command runs successfully. This validates that your credentials and product settings are correct. If you receive an error, review your username, password and product settings and re-configure them as required:

   live-network-connector list-streams

4. Ensure that your account has full access by logging in to https://hpln.hpe.com with your user credentials, visiting the relevant Product or Content area, and ensuring that you are listed as a content viewer.

   If not, check that your Service Agreement Identifiers are associated with your account at:

   https://softwaresupport.hpe.com/.

5. If you are downloading content successfully but experiencing problems on import, this is generally a product- or content-specific configuration issue. Review the required settings and update your environment accordingly.

6. If none of these steps resolve your problem, follow the steps below:

   1. Save the output of the following commands:

      live-network-connector read-config

      live-network-connector list-status --product=all --stream=all

   2. Truncate, move or delete the existing LNc log file under <INSTALL_PATH>/lnc/log, and re-execute the command showing your issue, appending --debug to the end.

      For example, if you have configured LNc correctly with user credentials, proxy information as required, enabled a product and selected one or more streams for content subscription, and are simply trying to update and import that content, run the following command:

      live-network-connector download-import --debug

      After execution, compress or archive (zip, gzip, etc.) the live-network-connector.log file.

   3. Open a Support case as necessary. If you are experiencing a product or content specific configuration issue, or content is being downloaded but failing to import, open a Support case for the relevant product.

      If you are experiencing core LNc specific issues such as being unable to connect, download or import content at all, open a Support case for the HPE Live Network connector. Include a description of your problem, and the information from Step 6 above.

Connectivity issues

If LNc is reporting connectivity errors, check the firewall/proxy access permissions or required settings with your network administrator. Run ping/dig for each of the HPELN hosts and make sure IPs are resolved correctly and the hosts are accessible from your environment outside of LNc through various command line troubleshooting tools such as traceroute, wget, curl, and so on.