Common troubleshooting tasks

The following list of troubleshooting tasks are common to more than one Communication Test error:

• Verifying that a Server Agent is running
• Verifying that a port is open on a managed server
• Restarting a Server Agent
• Checking management IP of a managed server
• Checking network gateway configuration
• Resolving the host name

Verifying that a Server Agent is running

To verify that a Server Agent is running on a server:

1. On Solaris, HP-UX, or AIX, enter this command:
   
   /usr/ucb/ps auxwww | grep opsware
   
   You should get this result if the Agent is running:
   
   /opt/opsware/agent/bin/python /opt/opsware/agent/pylibs/shadowbot/daemonbot.pyc --conf /etc/opt/opsware/agent/agent.args
2. On Linux, enter this command:
   ps auxwww | grep opsware
   You should get the same result as the preceding step.
3. On Windows, from the Administrative Tools | Services, check to make sure that the opswareagent service is running.

Verifying that a port is open on a managed server

For some errors, you will need to verify that the port is open on the server where the Agent is installed. To do this:

1. Check if the port is open.
2. On Solaris, HP-UX, AIX, or Linux enter:
   netstat -an | grep 1002 | grep LISTEN
   
   If the port is open on the box, you should get back the following:
   *.1002    *.*    0 0 24576 0 LISTEN
3. On Windows, at the command prompt enter:
   netstat -an | find "1002" | find "LISTEN"
   
   If the port is open on the box, you should get back the following result:
   TCP 0.0.0.0:1002 0.0.0.0:0 LISTENING
4. Confirm that the port is actually open. To do this, from the computer where the Agent is installed, connect to port 1002 by using both localhost and the external IP address of the server. Performing the connection will help you confirm that a connection refused message is being caused by the lack of an open port on the managed server rather than a problem with networking hardware between the core and the managed server.

Restarting a Server Agent

To restart a Server Agent, log onto the managed server and enter the following commands:

UNIX

• for Systemd agents: systemctl restart opsware-agent.service
• for agents on other startup systems: /etc/init.d/opsware-agent restart

HP-UX

/sbin/init.d/opsware-agent restart

AIX

/etc/rc.d/init.d/opsware-agent restart

Windows

• net stop opswareagent
• net start opswareagent

Checking management IP of a managed server

To check the Management IP of a managed server:

1. To view the management IP of the managed server, log into the SA Client.
2. From the Navigation panel, click Devices > All Managed Servers.
3. From the All Managed Servers list, open the server for which you want to check the Management IP.
4. Select the Inventory panel and then Network node.
5. Check to make sure that the Management IP address matches the IP address of the managed server.

Checking network gateway configuration

To check the network Gateway configuration:

1. On Solaris, enter this command to check routing table:
   netstat -rn
   
   Your results should look like this:
   default 192.168.8.1 UG 1 5904
   
   where 192.168.8.1 is the IP of the Gateway.
2. On Linux, enter this command to check routing table:
   route -n
   
   Your results should look like this:
   0.0.0.0 192.168.8.1 0.0.0.0 UG 0 0 0 eth0
   
   where 192.168.8.1 is the IP of the Gateway.
3. On Windows, enter this command to check routing table:
   route print
   
   Your results should look something like this:
   0.0.0.0 0.0.0.0 192.168.8.1 192.168.8.120 20
   
   where 192.168.8.1 is the IP of the Gateway.
4. In each case, you should also ping 192.168.8.1 (IP) to confirm that you can actually reach the Gateway.

Resolving the host name

All managed servers (those with agents) must be able to resolve unqualified Server Automation service names for the following components:

• spin (Data Access Engine)
• way (Command Engine)
• theword (Software Repository)

If you need to ensure that one of these host names resolves correctly, contact your SA administrator to find out what qualified host name or IP address these service names should resolve to.

1. Try to ping the host. For example, execute the following command if you wanted to resolve the host name, way:
   ping way
2. If the host name cannot resolve, you will get the following errors:
   
   Linux/Solaris/AIX/HP-UX:
   ping: unknown host way
   
   Windows:
   Ping request could not find host way. Please check the name and try again.
3. If the host name can resolve, you might get back various permutations of these types of messages (OS independent):
   
   way is alive
   or
   
   pinging way (ip) with 32 bytes of data