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Provisioning Manager Version 7.1.1

Problem Determination andTroubleshooting Guide


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NoteBefore using this information and the product it supports, read the information in “Notices” on page 553.

Last updated: June 2011

This edition applies to IBM Tivoli Provisioning Manager 7.1.1 and to all subsequent releases and modifications untilotherwise indicated in new editions.

The material in this document is an excerpt from the Tivoli Provisioning Manager 7.1.1 information center and isprovided for convenience. This document should be used in conjunction with the information center.

© Copyright IBM Corporation 2003, 2011.US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contractwith IBM Corp.


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Contents

Chapter 1. Introduction . . . . . . . . 1 Support information . . . . . . . . . . . . 1

Searching knowledge bases . . . . . . . . 2 Obtaining fixes . . . . . . . . . . . . 4 Contacting IBM Software Support . . . . . . 5 General data to collect for IBM Software Support 7

Problem classification . . . . . . . . . . . 11 Product maintenance . . . . . . . . . . 11

Using log files for troubleshooting . . . . . . . 12 Setting up IBM Support Assistant and the TivoliProvisioning Manager data collector . . . . . 12 Collecting data with IBM Support Assistant . . 13Trace logs . . . . . . . . . . . . . . 15 Log locations . . . . . . . . . . . . . 15

Installation directories and other paths . . . . . 32

Chapter 2. Installation and upgrade problems . . . . . . . . . . . . . . 35 Recovering from installation problems (custominstallation) . . . . . . . . . . . . . . 35 Recovering from installation problems (defaultinstallation) . . . . . . . . . . . . . . 40 Recovering from upgrade problems . . . . . . 45

Recovery steps for problems during the agent manager upgrade . . . . . . . . . . . 48 Slow verification and copying of NFS mountedimages during core component installation ofWebSphere Application Server . . . . . . . 49 DB2 transaction log error during the base

services upgrade of Tivoli Provisioning Manager . 49Using the integrity checker tool . . . . . . . 50 Problems during middleware installation . . . . 50

Links in the launchpad do not work . . . . . 50Errors with the middleware installer . . . . . 50DB2 installation fails when configured names donot match . . . . . . . . . . . . . . 51 Database error during installation . . . . . . 52 Error when extracting DB2 package duringinstallation . . . . . . . . . . . . . 52 Cannot connect to Tivoli Directory Server . . . 52Cannot connect to the database server during installation . . . . . . . . . . . . . 53 Installation of DB2 client on Windows 2003 fails 54

Tivoli Directory Server installation step failsduring Tivoli Tivoli Provisioning Managerinstallation . . . . . . . . . . . . . 54 The Microsoft Active Directory configuration fails 54Error configuring database during middlewareinstallation . . . . . . . . . . . . . 55 The Tivoli Provisioning Manager installation failswith incorrect certificate value . . . . . . . 55 WAS_HOME error when using login windowmanager . . . . . . . . . . . . . . 55 Base services installation does not accept LDAPnames with spaces . . . . . . . . . . . 56

Java runtime error on Linux . . . . . . . . 56 Encountering error CTGIN9042E . . . . . . 57

Uninstallation of WebSphere Application ServerNetwork Deployment fails after unsuccessful binding to the LDAP directory . . . . . . . 58

Problems during base services installation . . . . 59Links in the launchpad do not work . . . . . 59Recovering from problems during the baseservices installation . . . . . . . . . . . 59 Deployment of MAXIMO.ear fails . . . . . . 60 Error CTGIN2252I during base servicesinstallation . . . . . . . . . . . . . 61 Errors CTGIN2381E or CTGIN2489E duringMaximo database upgrade . . . . . . . . 61 The base services installation fails . . . . . . 62

base services installer fails to validate the

installation . . . . . . . . . . . . . 63 Problems removing PortalLogTraceAnalyzer.war 64Maximo business objects from the deploymentengine gets out of sync with the ones in theapplication server . . . . . . . . . . . 66 CWLAA6003: After CCMDB installation theportlet cannot be displayed . . . . . . . . 66

Problems during core components installation . . . 67Recovering from problems during core components installation . . . . . . . . . 67 Error when configuring WebSphere ApplicationServer to run as tioadmin . . . . . . . . . 69 Errors during Tivoli Monitoring agent installation 70Errors creating the agent manager profile . . . 71

Agent Manager installation fails . . . . . . 72 The common agent and the agent managercannot be installed . . . . . . . . . . . 74 Installation fails after WebSphere ApplicationServer is uninstalled . . . . . . . . . . 75 Problems with the device manager service . . . 75Installer exits unexpectedly on AIX . . . . . 77 Core components or Web components installationhangs during Cygwin installation . . . . . . 77 DB2 BIND warning during Tivoli Provisioning Manager for OS Deployment installation . . . 77Tivoli Provisioning Manager installation failswith invalid directory name . . . . . . . . 78 Silent installation exits before installation is

completed . . . . . . . . . . . . . . 79 Disk space check failure during silent installationof Tivoli Provisioning Manager . . . . . . . 79 Installation fails because of unrecognized font . . 80Cannot use hyphen in domain name suffix field 80Installation of the dynamic content delivery management center fails . . . . . . . . . 81 Installation of dynamic content delivery fails . . 81The device manager service cannot communicatewith Oracle . . . . . . . . . . . . . 82

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Core components installation of Tivoli Provisioning Manager fails when creatingtioadmin user . . . . . . . . . . . . . 82 Cannot create user tioadmin on Linux . . . . 83DMS configuration fails on Solaris duringrelaunch of the Tivoli Provisioning Managerinstallation . . . . . . . . . . . . . 83 Core components installation fails during thedependency check . . . . . . . . . . . 84 Tivoli Provisioning Manager core installation failsif Oracle policy requires passwords greater than 3 characters . . . . . . . . . . . . . 84

Problems during Web components installation . . . 84Recovering from errors during a defaultinstallation . . . . . . . . . . . . . 85 Recovering from errors during Web componentsinstallation . . . . . . . . . . . . . 86 Node agent not started during Web componentsinstallation . . . . . . . . . . . . . 88 Log files forprocess solution installer . . . . . 89Core components or Web components installationhangs during Cygwin installation . . . . . . 92 Silent installation of Tivoli Provisioning Managerfails . . . . . . . . . . . . . . . . 92 First discovery fails after installing Cygwin . . . 93Cygwin installation fails . . . . . . . . . 93 Missing tools from Cygwin installation . . . . 94

Collecting information about installation problems 94

Chapter 3. Logging on or logging offproblems . . . . . . . . . . . . . . 99 Unable to log on to the web interface . . . . . . 99Problems logging on to computer with Turkishlocale . . . . . . . . . . . . . . . . 99 User cannot change password . . . . . . . . 100

User is not logged off when session expires . . . 101Logging off disables SOAP and distributioninfrastructure . . . . . . . . . . . . . 102 New user cannot see Start Center . . . . . . 103The base services shortcut does not work . . . . 103

Chapter 4. Web interface problems 105 Pop-up windows do not display properly . . . . 105The user interface is not displayed in a TraditionalChinese installation . . . . . . . . . . . 105 Web interface slows down . . . . . . . . . 106 Errors when using the web interface while a localfirewall is enabled . . . . . . . . . . . . 107 Cannot load the web interface on a Solariscomputer . . . . . . . . . . . . . . . 107 Exception error prevents the user interface from

being viewed . . . . . . . . . . . . . 108 Web interface has slow response time . . . . . 109

Chapter 5. Security problems . . . . 111 VMMSYNC cron task does not synchronizeinformation . . . . . . . . . . . . . . 111 The VMMSYNC cron task does not run . . . . . 111Provisioning groups can be modified withoutpermission . . . . . . . . . . . . . . 112

Error when user adds a task to a plan . . . . . 113Duplicate records in provisioning groupapplication . . . . . . . . . . . . . . 113 Error when using special characters to create a useror role . . . . . . . . . . . . . . . . 114 User is not logged out of session on time out . . . 114New access group is not displayed in group list 114Web browser has SSL security warnings . . . . 115Cannot change the user password . . . . . . 115 Error when importing a key or certificate to akeystore . . . . . . . . . . . . . . . 116 Error after updating the maximo.properties . . . 117GSKit key manager does not recognize CMS keydatabase type . . . . . . . . . . . . . 118 Removing users from Tivoli Provisioning Manager 118

Chapter 6. Discovery problems . . . . 119 Log file for troubleshooting inventory discovery 119Lack of information from Initial Discovery . . . 119Incorrect value for cpu.type in data model . . . . 119Microsoft Active Directory discovery only displays

short names . . . . . . . . . . . . . . 120 No hardware report information from MicrosoftActive Directory discovery . . . . . . . . . 120 Inventory scan fails if Tivoli Common Agent is notinstalled . . . . . . . . . . . . . . . 121 Discovery of Linux on zSeries is overwriting therecord for another Linux on the same hostplatformin the data model . . . . . . . . . . . . 121 Common agent cannot be installed using MicrosoftActive Directory . . . . . . . . . . . . 123 Cannot run Microsoft Updates discovery on UNIX 123Wrong locale discovered on Linux computers . . 124Deadlock problems during a discovery . . . . . 124Dual computer information after agent installation

on provisioning computers . . . . . . . . . 125 Windows Vista computers cannot be discovered bythe network discovery using their IPv6 addresses . 125Windows 2003 computers cannot be discoveredusing their IPv6 addresses . . . . . . . . . 126 Cannot discover Windows XP 32-bit computerswith IPv6 only enabled . . . . . . . . . . 127 Virtual servers are not discovered by the HMC discovery . . . . . . . . . . . . . . . 127 Wrong version displayed for Web logic 10.Xcomputer discovered from TADDM . . . . . . 128 Deployment engine exception when runningdiscovery . . . . . . . . . . . . . . . 128

Chapter 7. OS management problems 129Deployment error messages . . . . . . . . 129 Problems and limitations . . . . . . . . . 130

Limitations . . . . . . . . . . . . . 130 Windows Service Troubleshooting forprovisioning server . . . . . . . . . . 130 PXE bootrom not detected . . . . . . . . 131 The bootrom displays DHCP... and times out 132The bootrom displays MTFTP..., and an errormessage . . . . . . . . . . . . . . 133 Deployment is locked in an endless loop . . . 133

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Windows 2000/2003/2008/XP/Vista reportsthat it has discovered a new device . . . . . 133Occasional MTFTP timeout (on multihomedserver) . . . . . . . . . . . . . . . 134 Linux deployment fails because a file cannot not

be downloaded . . . . . . . . . . . . 134 Windows Vista/2008/7 prompts you for anAdministrator user name during deployment . . 135OS deployment server stops responding . . . 135Larger swap partition than expected . . . . . 135Incorrect fonts on the target screen . . . . . 136Rerunning an image capture task fails . . . . 136Deployment fails on some Broadcom networkadapters . . . . . . . . . . . . . . 136 PowerPC does not reboot on hard disk at theend of a deployment . . . . . . . . . . 137 SLES deployment on PowerPC switches tointeractive . . . . . . . . . . . . . 137 The Web interface extension is not detected . . 138Firmware error during Linux deployment onPowerPC . . . . . . . . . . . . . . 138 Linux deployment of unattended setup imagefails with space error . . . . . . . . . . 139 Error message COPCOM730E on Windows . . 139Physical to physical operating system migrationof Linux might stop . . . . . . . . . . 139 Tivoli Provisioning Manager for OS Deploymentinstallation discovery on zLinux fails withpermission error . . . . . . . . . . . 140 Importing Tivoli Provisioning Manager for OSDeployment Clients . . . . . . . . . . 140

Wake on LAN does not work on Linux systems 140Images captured from double-byte characteroperating systems install as English . . . . . . 141

Chapter 8. Software distribution andinstallation problems . . . . . . . . 143 File distribution between a dual stack computerand a computer supporting only IPv4, fails . . . 143File distribution times out if the device managerservice timeout is set to one hour. . . . . . . 143Software package distribution overwritten by installation . . . . . . . . . . . . . . 144 Software product distribution to target computersfails when filtered by group . . . . . . . . 145 Software publish task fails . . . . . . . . . 145 Installation of a software package on some 7.1UNIX or Linux targets does not work correctly . . 146Software product distribution fails on HP-UX

target computer . . . . . . . . . . . . 146 Deleting and re-creating the depot causesdistributions to fail . . . . . . . . . . . 147 Canceled task does not cancel jobs in progress . . 147Task status is not updated when distributing orinstalling software products . . . . . . . . 147 Problems associating discovered software resourceswith software definitions . . . . . . . . . 148 Linux on IBM System z fails to import a softwaresignature . . . . . . . . . . . . . . . 149 Out of memory when querying for softwaresignatures . . . . . . . . . . . . . . 149

Software stack installation fails . . . . . . . 149

Chapter 9. Compliance problems . . . 151 Compliance checks are duplicated if computer

belongs to multiple groups . . . . . . . . . 151 Compliance checks are duplicated if computer

belongs to a group . . . . . . . . . . . 151

Compliance inventory scan will not run . . . . 152Compliance check settings cannot be modified . . 152EMAILTYPE translation errors. . . . . . . . 153 Compliance check does not recognize thatWindows Native firewall is running . . . . . . 153 No recommendation after Linux System Loggingcheck . . . . . . . . . . . . . . . . 154 Remediation task cannot be run . . . . . . . 154 Incorrect recommendation generated by passwordsecurity check . . . . . . . . . . . . . 154 IBM WebSphere Application Server configurationgenerates incorrect recommendation . . . . . . 155 Compliance log file locations . . . . . . . . 155

Chapter 10. Patch managementproblems . . . . . . . . . . . . . 157 Multiple patch installation times out and fails . . 157Duplicate patch recommendations from OS Patches and Updates. . . . . . . . . . . . . . 157 Error when downloading Windows 2003 ServicePack 2 . . . . . . . . . . . . . . . . 158 Web interface problems . . . . . . . . . . 158 Installation of Service Pack 2 fails on Windows 2003 and Windows XP targets . . . . . . . . 158 Windows Update Agent scan incorrectly reportsmissing patches . . . . . . . . . . . . 159 Windows Update Agent installation fails . . . . 159Windows Update Agent installation fails on

Windows Vista and Windows 2008 computers . . 159Cannot scan for missing patches on Windows 2008 160Windows patches are not installed . . . . . . 161 Patch installation fails on Windows computers . . 161Cannot publish approved patches to depot . . . 162Parsing error when running Microsoft UpdatesDiscovery . . . . . . . . . . . . . . 162 Installing a technology level also installs the latestservice pack . . . . . . . . . . . . . . 163 Replacing AIX patches . . . . . . . . . . 163 Patch download and distribution fails on AIX . . 163Cannot scan for missing patches on AIX . . . . 164Cannot connect to Linux update site . . . . . 164Wrong link for Linux update site . . . . . . . 165 Errors during patch installation on Solaris 10 . . . 165The agfa-fonts-2003.03.19-32.6 patch cannot beinstalled . . . . . . . . . . . . . . . 166 Default patch information displayed in SLES Linux 166Patch installation error on SUSE Linux . . . . . 166Endpoint scan times out and fails . . . . . . 167

Chapter 11. Virtualization problems 169VMware value error when upgrading . . . . . 169Error creating a VMware virtual server using ESXserver . . . . . . . . . . . . . . . . 169

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Error Running HostPlatform Resource and VirtualMachine Discovery . . . . . . . . . . . 170 Create LPAR Fails . . . . . . . . . . . . 170 Error Running VMware VI3 - Virtual CenterDiscovery . . . . . . . . . . . . . . 171 The creation of a dedicated WPAR fails . . . . . 171Installation on an AIX WPAR fails . . . . . . 172 Installation of a software package on some 7.1UNIX or Linux targets does not work correctly . . 172Cannot synchronize an AIX WPAR . . . . . . 172 Tivoli Common Agent installation fails on ashared-IP Solaris zone . . . . . . . . . . 173

Chapter 12. Provisioning task problems . . . . . . . . . . . . . 175 Provisioning tasks cannot be scheduled andsubmitted from web interface . . . . . . . . 175 Cannot delete shared provisioning tasks . . . . 175Provisioning tasks remain in progress afterrecovery . . . . . . . . . . . . . . . 176 SSH error occurs during task . . . . . . . . 176

Install software task fails for extracted installablefile . . . . . . . . . . . . . . . . . 177 Task error after using the clean-up-deployment-requests command . . . . . . . . . . . 178

Chapter 13. Provisioning workflowproblems . . . . . . . . . . . . . 179 Troubleshooting provisioning workflows . . . . 179

Compilation errors . . . . . . . . . . 181 Deployment engine logs . . . . . . . . . 181 Workflow log globalization . . . . . . . . 182 Troubleshooting scripts . . . . . . . . . 182

Getting workflow execution logs . . . . . . . 183 DB2 error occurs when you deploy resources . . . 184DB2 creates a database state error . . . . . . 185DB2 Universal Database deadlocks occur duringlogical operations . . . . . . . . . . . . 185 A provisioning workflow does not install . . . . 186The UnzipSWDCLI provisioning workflow timesout . . . . . . . . . . . . . . . . . 186 Viewing workflow execution status from the webinterface . . . . . . . . . . . . . . . 187 Provisioning workflow cannot be exported . . . 188Cannot run provisioning workflows in TivoliProvisioning Manager . . . . . . . . . . 188 Shell command error: Resource temporarily unavailable . . . . . . . . . . . . . . 189

Shell command error: Exit value=1, Errorstream="", Result stream="no bash in ..." . . . . 190COPCOM123E A shell command error occurred:Exit code=1, Error stream="Command: `su -tioadmin` failed. ", Output stream=" su: incorrectpassword" . . . . . . . . . . . . . . 190 File name limitation when using theDevice.CopyFile provisioning workflow . . . . 190 Updating an automation package fails . . . . . 191A workflow hangs while calling theLock_DCM_Object object . . . . . . . . . 191

SDI_Agent_setHostconfig workflow not running on dynamic group . . . . . . . . . . . . . 192 Cannot allocate memory error running a scriptlet 192

Chapter 14. Reporting problems . . . 195 Corrupted text when importing non-English CSVreports to Excel . . . . . . . . . . . . . 195

Garbled text displayed when exporting reports intoCSV . . . . . . . . . . . . . . . . 196 Missing information when reports are saved inCSV format . . . . . . . . . . . . . . 197 Error when importing reports . . . . . . . . 197 Microsoft Internet Explorer 7 hangs when viewingmultiple report results . . . . . . . . . . 198 Cannot open report after generating request pages 198

Chapter 15. Web Replay problems 199Common problems with Web Replay . . . . . 199Pop-up window in Web Replay scenarios is notvisible . . . . . . . . . . . . . . . . 199 Web Replay scenarios do not work with different

browsers . . . . . . . . . . . . . . . 199 Microsoft Internet Explorer errors in Web Replay 200Highlight disappears when creating a scenario . . 200Errors when typing data in scenarios . . . . . 201Performance problems with Web Replay . . . . 201Web Replay has slow response time . . . . . . 201Highlight box is not placed properly for menus 201Category does not exist in Web Replay . . . . . 202User cannot play or edit Web Replay scenarios . . 202

Chapter 16. Software Package Editortroubleshooting . . . . . . . . . . 205 Problem Determination Tools . . . . . . . . 205

Verifying the Software Package Editor installation 205Problems running eclipseLauncher.bat . . . . . 206 Performance problems when accessing remotedrives . . . . . . . . . . . . . . . . 206 OutOfMemoryError error when software packageis too large . . . . . . . . . . . . . . 207 Software package block corrupted on Windows 207Cannot save software package block if file name contains DBCS characters . . . . . . . . . 208 Cannot upload software package block if file pathcontains DBCS characters . . . . . . . . . 208 Software Package Editor does not start from webinterface . . . . . . . . . . . . . . . 208 Software Package Editor does not start using JRE

1.5.0_u16 . . . . . . . . . . . . . . . 209 Error when uploading migrated software packages to file repositories . . . . . . . . . . . . 210 Information for troubleshooting software package

blocks on Tivoli Common Agent computers . . . 210Installation of PackageExample software package

block stalls . . . . . . . . . . . . . . 211 Installing a software package block manually usingthe Agent SIE . . . . . . . . . . . . . 211 Listing the software catalog . . . . . . . . 212 Uninstalling a software package block manuallyusing the agent SIE . . . . . . . . . . . 212

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Cannot uninstall a software package blockmanually using the agent SIE on Windowscomputers . . . . . . . . . . . . . . 212 Bypassing the maximum size of software package

blocks . . . . . . . . . . . . . . . . 213 Cannot import a software package block using thewizard . . . . . . . . . . . . . . . 213 Cannot open a software package block fromrepository . . . . . . . . . . . . . . 214 Cannot uninstall a software product . . . . . . 214 Software import fails but software product isadded to data model . . . . . . . . . . . 214

Chapter 17. Activity Plan Editortroubleshooting . . . . . . . . . . 217 Activity Plan does not start . . . . . . . . . 217 Activity Plan editor displays bad magic numbererror message . . . . . . . . . . . . . 217 Activity plans are displayed only in English . . . 218Activity Plan Editor logs and traces . . . . . . 218Activity Plan Editor startup trace file . . . . . 218

Chapter 18. Agent Managertroubleshooting . . . . . . . . . . 219 Cannot access registry . . . . . . . . . . 219 Security certificate error when logging on from Firefox . . . . . . . . . . . . . . . 219 Cannot connect to agent manager . . . . . . 220 Agent Manager connection problems on UNIX . . 221Changing ports for the agent recovery service . . 222Enabling or disabling agent manager tracing . . . 223Cannot start certificate authority . . . . . . . 224 Cannot start the agent manager . . . . . . . 224 Cannot install agent manager . . . . . . . . 225 Agent Manager server does not install or startproperly when registry is in a database . . . . . 226

JDBC connections used by Common Agent Services 226Manually encrypting a password . . . . . . . 227 Uninstalling the agent manager from theWebSphere Application Server runtime . . . . . 228 Uninstalling the agent manager from thelightweight runtime . . . . . . . . . . . 229 Cannot register requests for registration . . . . 231Agent Manager cannot be contacted . . . . . . 231 Verifying the agent manager service . . . . . . 232 Determining agent manager version . . . . . . 232 Registration request rejected by agent manager . . 232

Chapter 19. Common agent problems 235 Authentication errors after common agentinstallation . . . . . . . . . . . . . . 235 Common agent cannot register on HP-UX . . . . 235Manually uninstalling the common agent . . . . 236Installing the common agent on Security-EnhancedLinux . . . . . . . . . . . . . . . . 238 IP address change at NAT server not detected bycommon agent . . . . . . . . . . . . . 238 Common agent is unable to read GUID uponstartup on Linux . . . . . . . . . . . . 239 Cannot install common agent on Solaris . . . . 239

Cannot register target computers in firewall . . . 240Common agent installation failure on Red Hat 5 241Determining the common agent version . . . . 241Collecting common agent diagnostic information 242Incorrect information after Tivoli Common Agentinstallation . . . . . . . . . . . . . . 242 Useful commands . . . . . . . . . . . . 243 Collecting target computer logs . . . . . . . 243 Error during Tivoli GUID installation . . . . . 244Common agent reinstallation failure on Windows 244Common agent installation fails when usingcommands . . . . . . . . . . . . . . 245 UAC not supported for common agent installationon Windows 7 target computers . . . . . . . 245 Failures during manual uninstallation of commonagent . . . . . . . . . . . . . . . . 245 Log files for the common agent . . . . . . . 246 The computer name is not updated after thecommon agent is upgraded . . . . . . . . . 247 Common agent security error during registration 247Common agent registration and uninstallationerrors on Windows . . . . . . . . . . . 248 SSLHandshakeException error when installing . . 248TCA_PingAgent workflow hangs . . . . . . . 249 Verifying that the common agent is running . . . 250Common agent files deleted after installation . . . 250Reregistering a common agent . . . . . . . . 251 Cannot register common agent or resourcemanager . . . . . . . . . . . . . . . 251 Manual uninstall does not automatically updatethe data model . . . . . . . . . . . . . 251 Tivoli Common Agent installation fails with invalidpassword . . . . . . . . . . . . . . . 252 Tivoli Common Agent installation fails if agent isalready installed . . . . . . . . . . . . 252

Common agents cannot communicate with agentmanager . . . . . . . . . . . . . . . 253 Tivoli Common Agent installation fails on SolarisSPARC target computers . . . . . . . . . 253

Registration of device manager causes Out ofMemory error . . . . . . . . . . . . 254

Chapter 20. Dynamic content deliverytroubleshooting . . . . . . . . . . 255 Configuring dynamic content delivery . . . . . 255 Changing the data source password . . . . . . 255 Dynamic content delivery depots . . . . . . . 256 Cannot reinstall depot servers after removal . . . 256Setting up default log cleanup . . . . . . . . 257

Verifying that a file was published . . . . . . 257Logging and tracing . . . . . . . . . . . 258 Silent installation of the management center fails 261The service access points for software distributionwere not created automatically . . . . . . . 262 Published task files saving on different depotserver . . . . . . . . . . . . . . . . 262 Depot stack not removed on uninstall . . . . . 262Incorrect value for the used space on a depot . . 263

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Chapter 21. Device manager servicetroubleshooting . . . . . . . . . . 265 Log file locations for the device manager console 265HTTP Unauthorized (401) response code . . . . 265Installation, migration and removal log filelocations . . . . . . . . . . . . . . . 265 Device manager log files . . . . . . . . . 266

Lightweight device manager log files . . . . . 266Lightweight management server generatesexceptions . . . . . . . . . . . . . . 266 Manual installation of device manager hangs . . . 267Device manager service configuration . . . . . 267 Troubleshooting device manager jobs . . . . . 268 Device manager job timing . . . . . . . . . 269 Device manager tracing . . . . . . . . . . 269 Device manager trace log files . . . . . . . . 270 Using the device manager console . . . . . . 271 Verifying the device manager service installation 272

Jobs not reaching target computer . . . . . . 272

Chapter 22. Remote Execution and

Access (RXA) troubleshooting . . . . 275 Enabling RXA on Windows target computers . . . 275Enabling RXA logging . . . . . . . . . . 275 RXA cannot connect with UNIX target computers 276

Chapter 23. Administrative consoletroubleshooting . . . . . . . . . . 277 Agent Manager log files on the WebSphereApplication Server runtime . . . . . . . . . 277 Cannot run backup tool with WebSphereApplication Server . . . . . . . . . . . 280 Installation or upgrade of agent manager fails withembedded version of IBM WebSphere Application

Server . . . . . . . . . . . . . . . . 280 WebSphere Application Server JVM memorysettings . . . . . . . . . . . . . . . 281 Verifying the installation of WebSphere ApplicationServer . . . . . . . . . . . . . . . . 281

Chapter 24. Other problems . . . . . 283 Cannot create graph containing data model objects 283Error when primary Tivoli Provisioning Managerserver is disabled . . . . . . . . . . . . 283 Missing information forTPDEPLOYMENTREQUEST and WORKFLOW . . 283Turning on Admin mode is slow . . . . . . . 284 Turning on auditing causes configdb script error 284

Tivoli Provisioning Manager does not install whenterminal server is enabled . . . . . . . . . 285 Database lock timeout error . . . . . . . . 285 Upload server times out on idle connections toOracle server . . . . . . . . . . . . . 286 Embedded messaging feature does not work onWindows 2000 . . . . . . . . . . . . . 286 Logs exceed the file system capacity on UNIX . . 287The provisioning server does not start on Windows 287The provisioning server does not start on Linux 288

Remote connection to database hangs whendatabase server is on a multiprocessor computer . 289

Java exceptions from incorrect SOAP parameters 289Cannot import XML . . . . . . . . . . . 290 Slow response time on Windows 2003 EnterpriseEdition . . . . . . . . . . . . . . . 290 The information center for non-English languagesis displayed in English . . . . . . . . . . 291 Password policy is set to never expire during baseservices installation . . . . . . . . . . . 291 Troubleshooting router and switch login failures 292Object selection is cleared after searching foranother object . . . . . . . . . . . . . 292 Default insert site configuration does not takeeffect or is not persistent for the user . . . . . 292Error running the versionInfo command . . . . 293The network discovery fails . . . . . . . . 293 Logged errors after using the tio.cmd command 293Error messages are displayed in English whileworking in a non-English locale . . . . . . . 294 Editing text files changes permissions . . . . . 294COPCOM618E error for Windows computersconfigured with Federal Desktop CoreConfiguration . . . . . . . . . . . . . 295 Shell command error when running workflow . . 296

Chapter 25. Messages . . . . . . . . 297 Message logs . . . . . . . . . . . . . 297

Message elements . . . . . . . . . . . 297 Message ID format . . . . . . . . . . 298

Messages . . . . . . . . . . . . . . . 299 BTC . . . . . . . . . . . . . . . 299 COPAPM . . . . . . . . . . . . . . 353 COPCOM . . . . . . . . . . . . . 355 COPDEX . . . . . . . . . . . . . . 387

COPDSC . . . . . . . . . . . . . . 395 COPDSE . . . . . . . . . . . . . . 396 COPGRP . . . . . . . . . . . . . . 409 COPINF . . . . . . . . . . . . . . 410 COPJDS . . . . . . . . . . . . . . 414 COPJEE . . . . . . . . . . . . . . 414 COPNET . . . . . . . . . . . . . . 435 COPOSD . . . . . . . . . . . . . . 437 COPPCH . . . . . . . . . . . . . . 439 COPQLX . . . . . . . . . . . . . . 441 COPSRV . . . . . . . . . . . . . . 442 COPSWD . . . . . . . . . . . . . . 445 COPTCA . . . . . . . . . . . . . . 448 COPTDM . . . . . . . . . . . . . 450

COPTMF . . . . . . . . . . . . . . 458 COPTSK . . . . . . . . . . . . . . 463 COPUTL . . . . . . . . . . . . . . 468 COPVIR . . . . . . . . . . . . . . 472 CTGCFG . . . . . . . . . . . . . . 472 CTGDEA . . . . . . . . . . . . . . 473 CTGDED . . . . . . . . . . . . . . 479 CTGDEE . . . . . . . . . . . . . . 485 CTGDEG . . . . . . . . . . . . . . 488 CTGDEI . . . . . . . . . . . . . . 489 CTGDEJ . . . . . . . . . . . . . . 499 CTGDEM. . . . . . . . . . . . . . 503

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CTGDEQ . . . . . . . . . . . . . . 506 CTGDES . . . . . . . . . . . . . . 511 CTGEM . . . . . . . . . . . . . . 515 CTGRI . . . . . . . . . . . . . . 550

Notices . . . . . . . . . . . . . . 553

Contents ix


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Chapter 1. Introduction

Identify and resolve problems that might occur when you are using the product.

Problem determination, or troubleshooting, is a process of determining why a product is not functioningin the expected manner. This guide provides information to help you identify and resolve problems thatyou encounter when using Tivoli® Provisioning Manager.

There are a number of options available for problem determination, and they are described in thissection. The options include:

v Obtaining support to help identify your problem.

v Consulting the overall product overview.

v Using the log files for troubleshooting.

Support information

If you encounter a problem with the product, first look for help at the Tivoli Provisioning ManagerSupport Web site. This site contains a searchable database of Technotes and frequently asked questionsrelating to current issues.

This site also contains presentations, fixes, fix packs, and white papers. Access the Web site, at thefollowing address:

http://www-306.ibm.com/software/sysmgmt/products/support/

In addition, IBM® provides the following ways for you to obtain the support you need:

v Searching knowledge bases: You can search across a large collection of known problems andworkarounds, Technotes, and other information.

v

Obtaining fixes: You can locate the latest fixes that are already available for your product.v Contacting IBM Software Support: If you still cannot solve your problem, and you need to work with

someone from IBM, you can use a variety of ways to contact IBM Software Support.

Troubleshooting

Troubleshooting is the process of finding and eliminating the cause of a problem. Whenever you have aproblem with your IBM software, the troubleshooting process begins as soon as you ask yourself whathappened? A basic troubleshooting strategy at a high level involves:

v Recording the symptoms.

v Recreating the problem.

v Eliminating possible causes.

If you cannot identify the cause of a problem, you might want to seek the assistance of the IBM TivoliSupport team, who will be able to pinpoint the cause of the problem and suggest ways to recover fromspecific situations. For more information about how to contact the IBM Tivoli Software Support, refer to“Contacting IBM Software Support” on page 5.

Recording the symptoms of the problem

Depending on the type of problem you have, whether it be with your application, your computer, oryour tools, you might receive a message that indicates something is wrong. Always record the errormessage that you see. As simple as this sounds, error messages often contain codes that make more sense

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as you investigate your problem further. You might also receive multiple error messages that look similar, but have subtle differences. By recording the details of each one you can learn more about where yourproblem exists. Sources of error messages:

v Web interface

v Command-line interface

v Log files

v Error dialog boxes

Recreating the problem

Think back to what steps you were doing that led you to this problem. Try those steps again to see if youcan easily re-create this problem. If you have a consistently repeatable test case, you can have an easiertime determining what solutions are necessary.

v How did you first notice the problem?

v Did you do anything different that made you notice the problem?

v Is the process that is causing the problem a new procedure, or has it worked successfully before?

v If this process worked before, what has changed? The change can refer to any type of change made tothe computer, ranging from adding new hardware or software, to configuration changes you mighthave made to existing software.

v What was the first symptom of this problem that you witnessed? Were there other symptoms occurringaround that time?

v Does the same problem occur elsewhere? Is only one computer experiencing the problem or aremultiple computers experiencing the same problem?

v What messages are generated that can indicate what the problem is?

Eliminating possible causes

Narrow the scope of your problem by eliminating components that are not causing the problem. By usinga process of elimination, you can simplify your problem and avoid wasting time in other areas. Consultthe information that comes with the product and other available resources to help you with yourelimination process.

v Has anyone else experienced this problem? See “Searching knowledge bases”

v Is there a fix you can apply? See “Obtaining fixes” on page 4.

At all times during the problem determination process, keep the following points in mind:

v The IBM WebSphere® Application Server is central to Tivoli Provisioning Manager and its components.All components, IBM Tivoli Directory Server, SOAP, deployment engine, policy engine, command linetools, interact with the WebSphere Application Server. If you do not know where to start with aproblem that you have encountered, start with WebSphere Application Server. Check the SystemOut.logfile for errors. The log file is located in the following directory:

2000Windows

: %WAS_HOME%\logs\

UNIX

: $WAS_HOME/logs/v Isolate the root error using the proposed troubleshooting methods to find a resolution.

v Take screen shots of specific steps and errors received along the way.

v Use the knowledge bases.

Searching knowledge basesYou can often find solutions to problems by searching IBM knowledge bases. Learn how to optimize yourresults by using available resources, support tools, and search methods and how to receive automaticupdates.

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Available technical resources

In addition to this information center, the following technical resources are available to help you answerquestions and resolve problems:

v Tivoli Provisioning Manager for OS Deployment Support Web site

v Tivoli Redbooks® Domain

v

Tivoli support communities (forums and newsgroups)

Searching with support tools

The following tools are available to help you search IBM knowledge bases:

v IBM Support Assistant (ISA) is a free software serviceability workbench that helps you resolvequestions and problems with IBM software products. Instructions for downloading and installing theISA can be found on the ISA Web site: www.ibm.com/software/support/isa/

v IBM Software Support Toolbar is a browser plug-in that provides you with a mechanism to easilysearch IBM support sites. You can download the toolbar at: www.ibm.com/software/support/toolbar/.

Search tips

The following resources describe how to optimize your search results:

v Searching the IBM Support Web site

v Using the Google search engine

v Search the information center for more information about error messages that you encounter whileusing the product.

Receiving automatic updates

You can receive automatic updates in the following ways:

v My support. To receive weekly e-mail notifications regarding fixes and other support news, followthese steps:

1. Go to the IBM Software Support Web site at www.ibm.com/software/support/. 2. Click My support in the upper-right corner of the page under Personalized support.

3. If you have already registered for My support, sign in and skip to the next step. If you have notregistered, click Register now. Complete the registration form using your e-mail address as yourIBM ID and click Submit.

4. Click Edit profile.

5. Click Add products and choose a product category; for example, Software. A second list isdisplayed.

6. In the second list, select a product segment; for example, Data & Information Management. Athird list is displayed.

7. In the third list, select a product subsegment, for example, Databases. A list of applicable products

is displayed.8. Select the products for which you want to receive updates.

9. Click Add products.

10. After selecting all products that are of interest to you, click Subscribe to email on the Edit profiletab.

11. Select Please send these documents by weekly email.

12. Update your e-mail address as needed.

13. In the Documents list, select the product category; for example, Software.

14. Select the types of documents for which you want to receive information.

Chapter 1. Introduction 3

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15. Click Update.

v RSS feeds. For information about RSS, including steps for getting started and a list of RSS-enabledIBM Web pages, visit www.ibm.com/software/support/rss/

Obtaining fixes

A product fix might be available to resolve your problem. To determine what fixes and other updates areavailable, search for downloads on the IBM Software Support Web site.

Support for Tivoli Provisioning Manager

When you find a fix that you are interested in, click the name of the fix to read its description and tooptionally download the fix.

Receiving weekly support updates

To receive weekly e-mail notifications about fixes and other IBM Software Support news, follow thesesteps:

Procedure1. Go to the IBM Software Support Web site at http://www.ibm.com/software/support.

2. Click My support in the upper right corner of the page.

3. If you are already registered for the My Support feature, sign in and skip to the next step. If you arenot registered, click Register now. Complete the registration form using your e-mail address as yourIBM ID and click Submit.

4. Click the Edit profile tab.

5. In the Products list, select Software. A second list is displayed.

6. Select a product subsegment, for example, Systems and Asset Management. A third list is displayed.

7. Select a product subsegment, for example, Change & Configuration. A list of applicable products isdisplayed.

8. Select the products for which you want to receive updates, for example, Tivoli Provisioning Manager.9. Click Add products.

10. After selecting all products that are of interest to you, click Subscribe to e-mail.

11. Update your e-mail address as needed.

12. In the list, select Software.

13. Select the types of documents for which you want to receive information.

14. Click Update.

Results

If you experience problems with the My support feature, request help in one of the following ways:

OnlineSend an e-mail message to [email protected], describing your problem.

By phoneCall 1-800-IBM-4You (1-800-426-4968).

For information about types of fixes, see the IBM Software Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html.


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Contacting IBM Software Support

IBM Software Support provides assistance with product defects.

Before you submit your problem to IBM Software Support, ensure that your company has an active IBMsoftware maintenance contract, and that you are authorized to submit problems to IBM. The type ofsoftware maintenance contract that you need depends on the type of product that you have:

v For IBM distributed software products (including, but not limited to Tivoli, Lotus ®, and Rational®

products, and IBM DB2® Universal Database and WebSphere products that run on Windows, Linux, orUNIX operating systems), enroll in Passport Advantage® in one of the following ways:

– Online: Go to the Passport Advantage Web site at http://www.lotus.com/services/passport.nsf/WebDocs/Passport_Advantage_Home, and click How to Enroll.

– By telephone: For the telephone number to call in your country, go to the Contacts page of the IBMSoftware Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html, and clickthe name of your geographic region.

v For customers with Subscription and Support (S & S) contracts, go to the Software Service Request Website at https://techsupport.services.ibm.com/ssr/login.

v For customers with IBMLink, CATIA, Linux, Linux on IBM System i®, Linux on IBM System p®, Linux

on IBM System z®

, and other support agreements, go to the IBM Support Line Web site athttp://www.ibm.com/services/us/index.wss/so/its/a1000030/dt006.

v For IBM eServer™ software products (including, but not limited to, DB2 and WebSphere products thatrun inLinux on IBM System i, Linux on IBM System p, Linux on IBM System z, environments), youcan purchase a software maintenance agreement by working directly with an IBM sales representativeor an IBM Business Partner. For more information about support for eServer software products, go tothe IBM Technical Support Advantage Web site at http://www.ibm.com/servers/eserver/techsupport.html.

If you are not sure what type of software maintenance contract you need, call 1-800-IBMSERV(1-800-426-7378) in the United States. From other countries, go to the Contacts page of the IBM SoftwareSupport Handbook at http://techsupport.services.ibm.com/guides/contacts.html and click the name ofyour geographic region for telephone numbers of people who provide support for your location.

To contact IBM Software Support, follow these steps:

v Determine the business impact of your problem.

v Describe your problem and gather background information.

v Submit your problem to IBM Software Support.

Determine the business impact of your problem

When you report a problem to IBM, you are asked to supply a severity level. Therefore, you need tounderstand and assess the business impact of the problem that you are reporting. Use the followingcriteria:

Severity 1The problem has a critical business impact: You are unable to use the program, resulting in acritical impact on operations. This condition requires an immediate solution.

Severity 2This problem has a significant business impact: The program is usable, but it is severely limited.

Severity 3The problem has some business impact: The program is usable, but less significant features (notcritical to operations) are unavailable.


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Severity 4The problem has minimal business impact: The problem causes little impact on operations or areasonable circumvention to the problem was implemented.

Describe your problem and gather background information

When describing a problem to IBM, be as specific as possible. Include all relevant background

information so that IBM Software Support specialists can help you solve the problem efficiently. To savetime, know the answers to these questions:

v What software versions were you running when the problem occurred?

v Do you have logs, traces, and messages that are related to the problem symptoms?

v Can you re-create the problem? If so, what steps do you perform to re-create the problem?

v Did you make any changes to the system? For example, did you make changes to the hardware,operating system, networking software, or other system components?

v Are you currently using a workaround for the problem? If so, be prepared to describe the workaroundwhen you report the problem.

Submit your problem

You can submit your problem to IBM Software Support in one of two ways:v Online: Go to the Submit and track problems tab on the IBM Software Support site at

http://www.ibm.com/software/support/probsub.html. Type your information into the appropriateproblem submission tool.

v By telephone: For the telephone number to call in your country, go to the "Contacts" page of the IBMSoftware Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html and clickthe name of your geographic region.

If the problem you submit is for a software defect or for missing or inaccurate documentation, IBMSoftware Support creates an Authorized Program Analysis Report (APAR). The APAR describes theproblem in detail. Whenever possible, IBM Software Support provides a workaround that you canimplement until the APAR is resolved and a fix is delivered. IBM publishes resolved APARs on the

Software Support Web site daily, so that other users who experience the same problem can benefit fromthe same resolution.

IBM Support AssistantThe IBM Support Assistant (ISA) is a free local software serviceability workbench that helps you resolvequestions and problems with IBM software products. ISA provides quick access to support-relatedinformation along with serviceability tools for problem determination.

How can IBM Support Assistant help?

IBM Support Assistant will help you get the information you need quickly. ISA provides this quick accessusing its concurrent Search tool that spans across the bulk of IBM documentation and returns the resultscategorized by source for easy review.

ISA also provides a product information feature that has key product information links that are essentialto self-help. These include:

v Product support pages

v Product home pages

v Product troubleshooting guides

v Product education roadmaps and the IBM Education Assistant

v Product recommended updates

v Product newsgroups and forums


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ISA has a new Tool workbench that provides you with the problem determination tools that IBM Supportuses to resolve issues.

Included in ISA, is a Service feature with an automated system and symptom based collector. The systemcollector gathers general information from your operating system, registry, and other important locations.The system based collection provides the unique ability to collect specific information relating to aparticular problem that you are having.

You can also use ISA to enter your entitlement information once and have it saved for future sessions.This enables you to create a problem report for IBM and attach the collector file at the same time.

Downloading IBM Support Assistant

You can download ISA at http://www.ibm.com/software/support/isa/, it can be downloaded for anyplatform where you will install IBM Support Assistant. You will need to login using your IBM Webidentity; if you do not already have one, you can complete the free registration process to obtain one.

Download the compressed archive file and uncompress it. The archive contains an installer program andthe Installation and Troubleshooting guide which should be used to install ISA.

Using ISA plug-ins to collect data

You can download and install the plug-in for the Tivoli Provisioning Manager data collector and the LogAnalyzer using the ISA built-in Updater component. TheLog Analyzer plug-in is included in the list ofplug-ins for Common Component Tools.

The Tivoli Provisioning Manager data collector enables you to collect problem determination informationspecific to Tivoli Provisioning Manager.

With the Log Analyzer, you can gather system and performance data from local and remote systems. Thedata can be used for problem determination should a less than optimal system event occur.

You can use the Log Analyzer to create resource sets. Resource sets are sets of definitions that contain thepath locations of the logs that you need to examine and the levels of information that they contain. Youcan keep customized definitions to reuse. The definitions provide the same set of instructions aboutwhere to find a log, and what kind of information to gather from the log, saving time during subsequentlog imports.

The Log Analyzer also makes it possible for you to download and store symptom database catalogs toyour local system. These catalogs provide detailed diagnostic solutions to a variety of scenarios, whichcan give direction to your troubleshooting tasks.

Training material for IBM Support Assistant

v IBM Support Assistant comes with a built-in user guide.

v The installation image that you download includes an HTML Installation and Troubleshooting Guide.

v IBM Education Assistant available at http://www.ibm.com/software/info/education/assistant/provides training modules that have been created to show how to install and use IBM SupportAssistant.

General data to collect for IBM Software SupportBefore you call IBM Software Support for assistance, gather the required data so that they can efficientlydiagnose and resolve your issue.


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For the most current version information, see the document called Collect troubleshooting data for TivoliProvisioning Manager: http://www-01.ibm.com/support/docview.wss?rs=1015&context=SS2GNX&uid=swg27011981.

Use the configuration examiner as described in “Built-in troubleshooting features” to collect the followinginformation and make it available to IBM Software Support so that they can solve the problem as quicklyas possible:

v A brief description of the class of problem, such as installation, configuration, audit, system failure, orperformance.

v Language or locale information.

v Server information for these servers: Tivoli Provisioning Manager, LDAP, DB2, IBM Tivoli DirectoryServer, WebSphere Application Server. The information must include the systems on which they arelocated, network connectivity to these systems, and the version number (including fix packs) of theservers.

v Time frame in which the problem occurred (in relation to the log entries).

v Proper contact information - your IBM Passport Advantage or Tivoli Customer ID, appropriatetelephone number or e-mail address, your preference of return correspondence: by phone or e-mail,alternate phone number (if possible), and if not responding to you, the name and contact information

for the person Tivoli Customer Support needs to contact.

Built-in troubleshooting featuresThe Tivoli Configuration Examiner tool collects the configuration files and log information that yourequire to troubleshoot problems in your provisioning environment.

Tivoli Provisioning Manager records system activity and events in message logs and trace logs. You canuse the configuration examiner to view system environment variables, Java properties, product versions,Tivoli Provisioning Manager configuration files, agent manager and IBM Tivoli Device Manager Servicestatus, runtime logs (Tivoli Provisioning Manager, WebSphere Application Server, IBM Tivoli ProvisioningManager for Dynamic Content Delivery) , and installation logs (Tivoli Provisioning Manager corecomponents, Tivoli Provisioning Manager web components, middleware installer, base services installer).You can also use the configuration examiner to package installation or runtime logs together with system

properties and Tivoli Provisioning Manager product information.

Tool location

v If theTivoli Provisioning Manager installation failed, you can find the configuration examiner in theTPMConfigUtil folder, where TPM_V711_Install_Win.zip or TPM_V711_Install_Unix.zip was extracted.

v If you successfully installed Tivoli Provisioning Manager, you can find the configuration examiner in$TIO_HOME/tools/TPMConfigUtil.

Running the configuration examiner

v For real-time configuration files and logs, run:

– 2000Windows

ExamineTPM.cmd

–UNIX

2000Linux

./ExamineTPM.shv For archived configuration files and logs, run:

– 2000Windows

ArchiveViewer.cmd archive-file extract-location

– UNIX

2000Linux

./ArchiveViewer.sh archive-file extract-location

Where:

– archive-file is the path of the archived file

– extract-location is the folder where the archived files are to be extracted to. If this option is notspecified, the files are loaded in the memory. If this option is specified, the files are saved for futureuse.


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v To package installation or runtime logs together with system properties and Tivoli ProvisioningManager product information, go to File > Archive All or File > Archive Install or File > ArchiveRuntime.

To archive logs for a given time period, set the log start and finish date under Logs > Archive - Logstart time and Logs > Archive - Log finish time.

v To switch the log level between info and debug, go to Logs > Set Log Level > info or Logs > Set Log

Level > debug.PackageLog ZIP tool

The packageLog tool can also be used to collect log information. The Tivoli Configuration Examiner is therecommended tool to use though because it gathers more information.

The packageLog tool is a command line utility that packages Tivoli Provisioning Manager logs into asingle compressed file that you can send to the IBM Tivoli Software Support team. The compressed fileincludes the log information that Tivoli Support representatives need to access so they can help diagnosea problem.

Location:

2000Windows

%TIO_HOME%\tools

Where %TIO_HOME% is the Tivoli Provisioning Manager home directory.

UNIX

$TIO_HOME/tools

Where$TIO_HOME in the Tivoli Provisioning Manager home directory.

Syntax:

2000Windows

packageLogs.cmd

The packageLogs tools automatically determines the default location of the logs.

UNIX

packageLogs.sh

The packageLogs tool automatically determines the default location of the logs.

Returned file: The tool produces a compressed file LogPackagetimestamp.zip, located in the currentdirectory, where timestamp is a time stamp assigned by the system when the packageLog tool completesthe compressed file.

Enabling traces for software package block installation errors

Enable software installation engine traces so that you can collect the data to send to IBM Tivoli SoftwareSupport team. This will help the team to troubleshoot installation or uninstallation problems withsoftware package blocks.

Follow these steps to enable traces and collect the information:

1. Log in to the computer and edit the following file:

2000Windows

C:\Windows\swdis.ini



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UNIX

/etc/Tivoli/swdis.ini

2. In the MOBILE section of the file, find the property trace_level. Set the property to trace_level=5.

3. Note the value of the property prodcut_dir. The default value is the following directory:

2000Windows

C:\swdisUNIX

/.swdis

4. Run the software package block installation again to reproduce the problem.

5. Find the value of the property prodcut_dir. Collect the content of the directory that product_dir nowspecifies.

The data you collect can be sent to the IBM Tivoli Software Support team for troubleshooting assistance.

2000Windows

%TIO_HOME%\eclipse\tpmconfig


UNIX

$TIO_HOME/eclipse/tpmconfig

Where $TIO_HOME in the Tivoli Provisioning Manager home directory.

Level Reporting tool for the WebSphere Application Server platform

The Level Reporting tool is a command line utility that scans your system for WebSphere ApplicationServer platform products, and then builds a report file that details the products that it found as well astheir respective maintenance levels. The tool is not intended to displace the current native level utilitiessuch as versionInfo and db2level that are provided by the individual products. Rather, the tool isdesigned to produce a report file that includes the software level information that IBM Tivoli Software

Support representatives need to access so they can help diagnose a problem.

Prerequisites: This utility assumes that you have set the JAVA_HOME and WAS_HOME environmentvariable appropriately. For example:

2000Windows

set JAVA_HOME=C:\IBM\WebSphere\AppServer\java

set WAS_HOME=C:\IBM\WebSphere\AppServer

UNIX

2000Linux

export JAVA_HOME=/opt/WebSphere/AppServer/java

export WAS_HOME=/opt/WebSphere/AppServer

AIX

export JAVA_HOME=/usr/WebSphere/AppServer/java

export WAS_HOME=/usr/WebSphere/AppServer

Location:

2000Windows

%TIO_HOME%\tools




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UNIX

$TIO_HOME/tools

Where $TIO_HOME is the Tivoli Provisioning Manager home directory.

Syntax:

2000Windows

versionInfo.bat ([ -format text | html | xml ] [ -file output_file ] -debug) | ([-help |-? | /help | /? | -usage])

UNIX

versionInfo.sh ([ -format text | html | xml ] [ -file output_file ] -debug) | ([-help |-? | /help | /? | -usage])

Where:

v -format outputs the report in normal text or HTML or XML

v -file output_file writes the report to the file rather than to standard out (console)

v -debug generates the versionInfo_n.trace trace file that includes debug information

v

-help displays a terse description of each parameterv -usage display the usage string

Returned file: The returned report file is located in the current directory.

Problem classification

This guide provides information about Tivoli Provisioning Manager tools, resources, and techniques thatcan help you identify and resolve the following types of problems:

v Installation problems

v Login problems

v Provisioning workflow problems

v Other common problems

v Problems with the distribution infrastructure

Product maintenance

Problems can often be avoided with planning and preparation before you deploy Tivoli ProvisioningManager. Before you install the software, review the Tivoli Provisioning Manager Release Notes, the TivoliProvisioning Manager Installation Guide, and the Tivoli Provisioning Manager Coexistence and Migration Guide.These documents contain the following important information:

v Supported operating system levels

v Prerequisite software requirements

v Required software fix packs

v Minimum and recommended memory requirements

v Disk space requirements

v Upgrade considerations

v Known problems, limitations, and recovery procedures

Backing up the system

After you have installed the product, ensure that you have a comprehensive backup and system recoverystrategy in place. Because Tivoli Provisioning Manager does not include tools for backing up or restoring



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your system, you must back up your system in accordance with the documentation that is provided withyour operating system or with any specialized backup and restore software that you use.

You might want to consider the following general recommendations for backing up your TivoliProvisioning Manager system:

v Back up your existing DB2 or Oracle database. For more information, see theDB2 documentation andthe Oracle documentation for your database version.

v Back up your directory server database. For more information, see the documentation provided foryour directory server.

v Back up your automation packages (.tcdriver files) using any of the standard backup and restoretools that you are using. For more information, see the Provisioning Workflows Guide.

Performing periodic checks and maintenance

In addition to the preceding backup guidelines, here are several best practices that can help you do evenmore to prevent problems:

v On Windows, periodically back up the user registry following the instructions provided by the userregistry vendor.

v Periodically check that all systems that are running Tivoli Provisioning Manager have sufficient diskspace for runtime and problem determination data. As your security policy grows, and the number ofusers, groups, and protected objects increase, the space requirements for the policy databases, messagelogs, trace logs, and any auditing information can increase as well. For more information, see the topicon using log files for troubleshooting.

v Regularly check for the availability of fix packs and install them as they become available. Informationabout fix packs and other information can be found on the Tivoli Provisioning Manager support Website, at: http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.az.doc/

Using log files for troubleshooting

Tivoli Provisioning Manager records system activity and events in message logs, and trace logs.

You can view the contents of log files in a text editor. Some log files are also supported by IBM SupportAssistant (ISA), a free local software serviceability workbench that helps you resolve questions andproblems with IBM software products.

Setting up IBM Support Assistant and the Tivoli Provisioning Managerdata collectorIBM Support Assistant (ISA) helps you to find support resources for problem determination. It alsoincludes tools to help you collect logs and other data about your system and installed IBM products.

ISA includes an automated system and symptom based collector. The system collector gathers generalinformation from your operating system, registry, and so on. The symptom based collection provides the

unique ability to collect specific information relating to a particular problem that you are having.

After you have installed ISA, you can install the data collector for Tivoli Provisioning Manager.

Procedure

1. Installing ISA on the Tivoli Provisioning Manager computer is recommended to make it easier for thetool to collect system and product logs. Download and install the latest version fromhttp://www.ibm.com/software/support/isa/. You will need to log in using your IBM Web identity;if you do not already have one, you can complete the free registration process to obtain one.Uncompress the downloaded archive file and follow the instructions included in the archive to installISA. You only require the ISA workbench, not the ISA agent.


http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.az.doc/http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.az.doc/http://www.ibm.com/software/support/isa/http://www.ibm.com/software/support/isa/http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.az.doc/http://publib.boulder.ibm.com/infocenter/tivihelp/v3r1/index.jsp?topic=/com.ibm.tivoli.az.doc/


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2. Start ISA Workbench

v 2000Windows

Click the IBM Support Assistant on the Windows desktop or from the Start menu underStart > All Programs > IBM Support Assistant.

v 2000Linux

Click IBM Support Assistant "Other" group of the Application Browser or run thefollowing command:

installation_directory/rcp/rcplauncher

v AIX

Run the following command:


3. Click File > Preferences.

4. Click Update > Find new... > Product Add-ons. Perform the following steps:

a. Click Tivoli Products > IBM Tivoli Provisioning Manager 7.1.

b. Click Next.

c. Accept the license agreement and click Next.

d. Review the summary and click Finish.

5. Click OK to restart ISA Workbench.

What to do next

IBM Support Assistant is now configured to collect data for Tivoli Provisioning Manager. If you needassistance with problem determination, you can use the data collector to gather log files into a singlearchive that you can submit to IBM Software Support.

Collecting data with IBM Support AssistantIf you need assistance with problem determination, you can use the Tivoli Provisioning Manager datacollector to gather log files into a single archive that you can submit to from IBM Software Support.

The data collector gathers logs in the TIO_LOGS directory.

Procedure1. If you want to collect logs for a managed computer, you can run a provisioning workflow to collectthe logs and store them on the provisioning server. You can then package these logs with other logson the provisioning server using ISA. You can only collect logs from a computer where the IBMTivoli Common Agent is installed.

a. Log on to Tivoli Provisioning Manager.

b. From the Start Center, find the data model ID of the computer.

c. Click Go To > Administration > Provisioning > Provisioning Workflows.

d. Search for the provisioning workflow called TCA_Collect_Logs and run it.

e. When the provisioning workflow is complete, the log is stored in the provisioning server in theTIO_LOGS/tivolicommonagent directory. The log can now be included with other logs collected by ISA.

2. If you want to collect logs for base services, use a compression tool to add the following log files toan archive.

a. On the computer where the base services is installed:

v c:\ibm\smp\logs, where c:\ibm is the default installation location.

v c:\ibm\smp\solutions\logs

v c:\ibm\smp\maximo\tools\logs

v c:\program files\ibm\common\acsi\logs

v If your problem occurred during installation validation, logs can also be located underC:\Documents and Settings\Administrator\Configurable Fields.



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b. On the computer where WebSphere Application Server is installed.

v Logs under the application server directory. For example C:\IBM \WebSphere\AppServer\profiles\ctgAppSrv01\logs

v Deployment manager logs in the deployment manager directory. For exampleC:\WebSphere\DeploymentManager\logs\

3. Start ISA Workbench

v 2000Windows

Click the IBM Support Assistant on the Windows desktop or from the Start menu underStart > All Programs > IBM Support Assistant.

v 2000Linux

Click IBM Support Assistant "Other" group of the Application Browser or run thefollowing command:


v AIX

Run the following command:


4. Click Analyze Problem in the ISA welcome page.

5. On the Collect Data tab, click the Select Collectors tab.

6. Expand IBM Tivoli Provisioning Manager 7.1 and then select General Problem. For collecting

LDAP, database and install logs, you can also use the following targetsv LDAP problem

v Database Problem

v Install Problem

7. Click Add.

8. Click Collect All to start the data collector.

9. When prompted, enter the location of TIO_LOGS and click OK. The default location is:

v 2000Windows

C:\Program Files\IBM\tivoli\common\COP\logs

v UNIX

2000Linux

/usr/ibm/tivoli/common/COP/logs

10. When prompted, enter the WebSphere Application Server profile directory.

Note: You will not be prompted for the WebSphere Application Server profile directory if you haveWebSphere Application Server installed in the default location.

11. Click Proceed to Data Collection, and click OK in the next window to confirm your selection.

12. When prompted, enter information for the base services and click OK.

a. Specify the user name and password that you use to log on to the Tivoli Provisioning Managerinterface.

a. Specify the host name of the computer where base services is installed.

a. Specify the HTTP port of the base services computer. The default is 80.

13. In the window that confirms the location of the resulting log package, click OK

14. When prompted for feedback, click Yes and type your feedback, or click No to skip this step.

15. Check the status of the data collection on the Analyze Problem > Collect Data > Current Status tab.16. View the resulting log package by clicking the link next to Collected Result in the Current Status

tab.

What to do next

The logs are now saved you can click the name of the log to open the package or you can submit it toIBM Software Support.



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Trace logs

Tivoli Provisioning Manager provides configurable tracing capabilities that can help you determine thecause of a problem. Trace logs and first-failure data capture (FFDC) are built into the software to assistthe IBM Customer Support for Tivoli software personnel in gathering information to determine why aproblem is occurring, and might be requested as part of diagnosing a reported problem.

v

Trace logs capture operating environment details, including the starting and stopping of processes, datatransfer between software components, activity that occurs while the software is running, and errorsthat occur when the code fails to operate as intended.

v First-failure data capture captures and stores the tracing information preceding an error message.

Trace logs are used to determine the causes of Tivoli Provisioning Manager problems and to debugerrors. Error messages can include information about the cause of the error and possible resolutions forthe error. Trace logs are intended to be used by Tivoli Customer Support service engineers or developers.If you encounter an issue, Support representatives might ask you to obtain information from trace logs sothat they can review the details.

Trace logs have the file name trace.log, and are stored in the subfolder for each software component.Trace logs are in English only, multicultural support is not provided for trace entries. By default, tracing

is enabled at the minimal level that is required for FFDC, and can be changed as required.

Log locations

To provide a consistent mechanism for locating serviceability information, Tivoli products andapplications have implemented the Tivoli Common Directory. The Tivoli Common Directory represents acentral location on systems running Tivoli software for storing serviceability-related files.

The location of the message logs and trace logs for Tivoli Provisioning Manager follow the TivoliCommon Directory standard. The log locations are shown in the table.

Directory name Description Path

J2EE WebSphere JVM v %WAS_HOME%\profiles\ctgAppSrv01\logs\MXServer

v %TIO_LOGS%\j2ee

deploymentengine Deployment Engine JVM andworkflows

%TIO_LOGS%\console.log

install Installation Installation logs are documentedwithin “Tivoli Provisioning Manager installation logs” on page 16.

uninstall Uninstall process %TIO_LOGS%\uninstall

activityplan Activity plan %TIO_LOGS%\console.log

jvm Java core and heap dump %TIO_LOGS%\jvm



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Directory name Description Path

where%TIO_LOGS% takes these default values:

v 2000Windows

C:\Program Files\IBM\tivoli\common\COP\logs

v UNIX

/usr/ibm/tivoli/common/COP/logs

and where %WAS_HOME% takes these default values:

v 2000Windows

C:\Program Files\IBM\WebSphere\AppServer

v UNIX

/opt/IBM/WebSphere/AppServer

The log files that are generated by all the utility scripts, such as %TIO_LOGS%\tools\cancel-all-in-progress.cmd,%TIO_LOGS%\tools\changepassword.cmd, are located in the %TIO_LOGS% directory on Windows systems ($TIO_LOGSon UNIX or Linux).

Log directory files

Each Tivoli Provisioning Manager JVM directory includes the following log files:

console.log

Stores all event logs including messages, traces, and debugging information.msg.log

Stores the globalized event messages so the user can understand a problem and take action to tryand resolve the problem.

trace.logStores errors that are reviewed by IBM Tivoli Support.

Installation logs

Tivoli Provisioning Manager installation logs:

Because multiple components are installed during installation, there are several log files that you might

need to check to resolve an installation error. If you need to troubleshoot the installation of a specificcomponent, check the log file associated with the component. Ensure that you check any referenced logfiles for additional information. For example, the log file for component that failed during installationmight point to a log for more information. The WebSphere Application Server might reveal an incorrectWebSphere Application Server setting that caused the component installation to fail.

The listed log files are located on the Tivoli Provisioning Manager computer. If you installed TivoliDirectory Server on a separate computer, the log files for Tivoli Directory Server are located on thatcomputer.



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Table 1. Log files for product components

Component Log files

Middleware 2000Windows

v %MWI_workspace%\mwi.log

v %MWI_workspace%\mwi.err

UNIX

v $MWI_workspace/mwi.log

v $MWI_workspace/mwi.err

2000Linux

v $MWI_workspace/mwi.log

v $MWI_workspace/mwi.err

Deployment engine log files UNIX

v $MWI_workspace/hostname/deploymentPlan/logs/[INSTALL_timestamp]

DB2v $MWI_workspace/hostname/deploymentplan/

MachinePlan_hostname/00004_DB2_9.1/install/01_BASE/[INSTALL_timestamp]/logs/

v $MWI_workspace/hostname/deploymentPlan/MachinePlan_hostname/00004_DB2_9/logs

WebSphere Application Server 2000Windows

v %MWI_workspace%\hostname\deploymentplan\MachinePlan_hostname\00009_WAS_ND_6.1\install\01_BASE\[INSTALL_timestamp]\logs

v %MWI_workspace%\hostname\deploymentPlan\MachinePlan_hostname\00009_WAS_ND_6.1\logs

v C:\Program Files\IBM\WebSphere\AppServer\logs\install\

UNIX

v $MWI_workspace/hostname/deploymentplan/MachinePlan_hostname/00009_WAS_ND_6.1/install/01_BASE/[INSTALL_timestamp]/logs/

v /usr/IBM/WebSphere/AppServer/logs/install/

2000Linux

v $MWI_workspace/hostname/deploymentplan/MachinePlan_hostname/00009_WAS_ND_6.1/install/01_BASE/[INSTALL_timestamp]/logs

v /opt/IBM/WebSphere/AppServer/logs/install/

Tivoli Directory Serverv $MWI_workspace/deploymentplan/MachinePlan_hostname/

00007_ITDS_6.1/install/02_BASE/[INSTALL_timestamp]/logs/v $MWI_workspace/hostname/deploymentPlan/

MachinePlan_hostname/00006_ITDS_DB2_CCMDB/logs

v $MWI_workspace/hostname/deploymentPlan/MachinePlan_hostname/00008_ITDS_Configuration/logs



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Table 1. Log files for product components (continued)

Component Log files

Base services 2000Windows

v C:\ibm\SMP\logs\si_inst.log

v C:\ibm\SMP\logs\CCMDB_install.log

v

C:\ibm\SMP\logsUNIX

2000Linux

v /opt/IBM/SMP/logs/si_inst.log

v /opt/IBM/SMP/logs/CCMDB_install.log

v /opt/IBM/SMP/logs

Cygwinv C:\cygwin\var\log\

v %TEMP%\tclog_wrapper\downloadCygwinSetup.log

v %TEMP%\tclog_wrapper\downloadCygwinRep.log

v %TEMP%\tclog_wrapper\instCygwin.log

v %TEMP%\tclog_wrapper\cygwin_ssh_config.log

v %TEMP%\tclog_wrapper\cygwin_ssh_config.err

Tivoli Provisioning Manager corecomponents

v $TEMP\tclog_wrapper\tcinstall.log

Tivoli Provisioning Manager enginesv $TEMP/tclog_wrapper/nonUI_install.log

v $TEMP/tclog_wrapper/nonUI_install_err.log

v $TEMP/tclog

The agent manager 2000Windows

v %TEMP%\tclog_wrapper\amtrace.log

v %TEMP%\tclog_wrapper\amtrace.err

v C:\Program Files\IBM\AgentManager\logs

UNIX

2000Linux

v $TEMP/tclog_wrapper/amtrace.log

v $TEMP/tclog_wrapper/amtrace.err

v /opt/IBM/AgentManager/logs

Dynamic Content Delivery ManagementCenter

v $TEMP/tclog_wrapper/CDSinstall-stdout.log

v $TEMP/tclog_wrapper/CDSinstall-stderr.log

Device manager federator 2000Windows

v %TEMP%\tclog_wrapper\dmsinstalltrace.log

v %TEMP%\tclog_wrapper\dmsinstalltrace.err

v C:\Program Files\IBM\DeviceManager\log

UNIX

2000Linux

v $TEMP/tclog_wrapper/dmsinstalltrace.log

v $TEMP/tclog_wrapper/dmsinstalltrace.err

v /opt/IBM/DeviceManager/log

Tivoli Provisioning Manager for OSDeployment

v $TEMP/tclog_wrapper/tpmfosd.log

v $TEMP/tclog_wrapper/tpmfosd.err

v $TEMP/tclog_wrapper/tpmfosd-installation.log



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Table 1. Log files for product components (continued)

Component Log files

The monitoring agent for Tivoli ProvisioningManager

v $TEMP/tclog_wrapper/itmtrace.log

v $TEMP/tclog_wrapper/itmtrace.err

v $TEMP/tclog_wrapper/itmInstall.log

Tivoli Provisioning Manager Webcomponents

2000Windows

v %TEMP%\tclog_wrapper\psi_tpm.log

v C:\ibm\SMP\solutions\logs

UNIX

2000Linux

v $TEMP/tclog_wrapper/psi_tpm.log

v /opt/IBM/SMP/solutions/logs

TEMP is

v %TEMP% - the Windows temporary directory.

v $TEMP - the Unix temporary directory.

MWI_workspace

v %MWI_workspace% - the Windows directory path whose default value is C:\ibm\tivoli\mwi\workspace

v $MWI_workspace - the Unix directory path whose default value is /root/ibm/tivoli/mwi/workspace

For more information about path variables, see Path Variables

Tivoli Provisioning Manager uninstallation logs:

When you uninstall Tivoli Provisioning Manager, the log files are located in

2000Windows

%TEMP%\tclog

UNIX

/tmp/tclog

Tivoli Common Directory:

The Tivoli common directory is a common parent directory that stores log files from multiple Tivoliproducts. Each product stores logging