Troubleshooting Deployment - Configuration Manager

Configuration Manager General Limitations and Troubleshooting

Limitations

• The time settings on the UCMDB and Configuration Manager servers must be synchronized, down to the seconds.

• The time zone and time format on the UCMDB and Service Manager servers must be synchronized.

• You will not see a new CI type that you created in UCMDB until you log out of Configuration Manager and then log on again.

• Whenever the time is changed on the Configuration Manager Tomcat server, the server must be restarted to update the time on the server.

Troubleshooting

Problem. When you start the Configuration Manager service, you receive the following error message:

Windows could not start the Universal CMDB Configuration Manager on Local Computer. For more information, review the System Manager Event log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 0.

Solution. Do the following:

1. Go to the <Configuration_Manager_installation_directory>\cnc\bin folder and execute the following command:

   edit-server-0.bat

2. Select the Startup tab. In the Mode drop-down list (at the bottom), select jvm instead of exe.
3. Click OK.
4. Run your service.

Configuration Manager Upgrade

Problem. The upgrade to version 2018.05 fails.

Solution: To restore to the previous version, perform the following steps:

• Uninstall Configuration Manager version 2018.05.
• Restore the installation folder for the previous version of Configuration Manager (that you backed up before upgrading) to its original location.
• Restore the database (that you backed up before upgrading).
• Import the Windows registry entry (that you backed up before upgrading).

Logging In to Configuration Manager

Problem. You have been assigned the appropriate permissions for Configuration Manager but you are not able to log in.

Solution. Verify that the following parameters are configured correctly in UCMDB:

• LW-SSO init string: This string must not be empty.
• LW-SSO domain: Must be set to the same domain as UCMDB.
• LW-SSO trusted DNS domains: The Configuration Manager domain must be listed here, even if it is the same as the UCMDB domain.

Problem. There is an error in the UCMDB connection.

Solution. One of the following may be the cause:

• The UCMDB server is down. Restart Configuration Manager after UCMDB is fully up (verify that the UCMDB server status is Up).

• The UCMDB server is up but the Configuration Manager connection credentials or URL is wrong.

Problem. After changing UCMDB connection settings (such as changes to: host/port/protocol/SRP), the Configuration Manager server fails to start.

Solution. Reconfigure Configuration Manager and specify the UCMDB connection settings that reflect your latest changes. The reconfiguration wizard (CM_2018.05.exe) is located in the <Configuration_Manager_installation_directory>\_installation folder.

Problem. Changes to the UCMDB class model are not detected in Configuration Manager.

Solution. Restart the Configuration Manager server.

Problem. The Configuration Manager log contains a UCMDBExecution timeout expired error.

Solution. This occurs when the UCMDB database is overloaded. To correct this, increase the connection timeout as follows:

1. Create a jdbc.properties file in the UCMDBServer\conf folder.

2. Enter the following text: QueryTimeout=<number in seconds>.

3. Restart the UCMDB server.

Problem. Configuration Manager does not allow you to add a view to be managed.

Solution. When a view is added to be managed, a new TQL is created in UCMDB. If the maximum limit of active TQLs is reached, the view cannot be added. Increase the limit of active TQLs in UCMDB by changing the following settings in the Infrastructure Settings Manager:

• Max Number Of Active TQLs In Server

• Max Number Of Customer Active TQLs

Problem. The HTTPS Server certificate is not valid.

Solution. One of the following may be the cause:

• The validation date of the certificate has passed. You need to get a new certificate.

• The certification authority on the certificate is not a trusted authority. Add the certification authority to your Trusted Root Certification Authority list.

Problem. When logging in from the Configuration Manager login page, you get a login error or access denied page.

Solution. Check that the LW-SSO settings are correct. For details, see the general LW-SSO reference in the Hardening section of the UCMDB Help.

Problem. The Configuration Manager server does not start due to entering incorrect database credentials.

Solution. If you made a change to the database credentials and the server fails to start, the credentials may be wrong. You need to re-encrypt the database password and enter new credentials in the configuration file. Proceed as follows:

1. From a command line, run the following command to encrypt the updated database password:

   <Configuration_Manager_installation_directory>\bin\encrypt-password.bat –p <password>

   which returns an encrypted password.

2. Copy the encrypted password (including the {ENCRYPTED} prefix), into the db.password parameter in the <Configuration_Manager_installation_directory>\conf\database.properties file.

Problem. The Configuration Manager Tomcat server does not start due to a bind port issue.

Solution. Try one of the following:

• Run the Post install wizard and replace the Configuration Manager server ports.

• Abort the other process that occupies the Configuration Manager ports.

• Manually change the ports in Configuration Manager configuration files by editing the following file: <Configuration Manager installation directory>\servers\server-0\conf\server.xml and updating the relevant ports:

  • HTTP (8180): line 69

  • HTTPS (8143): lines 71, 90

Problem. You receive an "out of memory" message.

Solution. Do the following to change the server startup parameters:

1. Run the following batch file:

<Configuration Manager installation directory>/bin/edit-server-0.bat

2. Change the following settings:

-Dapplication.ms=<inital memory pool size>
-Dapplication.mx=<maximum memory pool size>

Problem. Changes in CIs in UCMDB are not reflected in Configuration Manager.

Solution. Configuration Manager runs an offline asynchronous analysis process. The process may not yet have processed the latest changes in UCMDB. To resolve this, try one of the following:

• Wait a few minutes. The default interval between analysis process executions is 10 minutes. It is configurable in Administration > Settings.

• Execute a JMX call to run the offline analysis calculation on the relevant view.

• In Policies, click the Recalculate Policy Analysis button. This invokes the offline analysis process for all views (which may take some time). You may also need to make an artificial change to one policy and save it.

Configuration Manager Authentications

Problem. During authentication of Configuration Manager after redirection to the UCMDB login page, you are not redirected back to Configuration Manager but UCMDB opens instead.

Solution. The Configuration Manager authentication session cookie is blocked or denied when using Internet Explorer browser. Add the Configuration Manager server to the Intranet/Trusted zone in the Internet Explorer security zones on your computer (Tools > Internet Options > Security > Local Intranet > Sites > Advanced). This allows all cookies to be accepted.

Solution. Make sure that the LW-SSO configuration in UCMDB settings is correct. For details, see the section about LW-SSO in the Hardening section of the UCMDB Help.

Possible solution. Make sure that you access the application with the Fully Qualified Domain Name (FQDN) in the login URL (for example: http://myserver.companydomain.com/WebApp).