DRAFT EMC CONFIDENTIAL · PDF fileEMC Ionix Network Configuration Manager Version 4.1.1 Troubleshooting Guide‘ 5 Preface. As part of an effort to improve and enhance the performance

Revised: December 20, 2011 11:57 amVC_Trouble_Title.fm

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EMC CONFIDENTIALDRAFT

EMC CorporationCorporate Headquarters:

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EMC® Ionix™Network Configuration Manager

Version 4.1.1

Troubleshooting Guide300-013-102

REV A01

EMC Ionix Network Configuration Manager Version 4.1.1 Troubleshooting Guide2

Revised: December 20, 2011 11:57 amVC_Trouble_Title.fmEMC CONFIDENTIAL DRAFT

Copyright © 2009-2012 EMC Corporation. All rights reserved.

Published January, 2012

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All other trademarks used herein are the property of their respective owners.

Contents

Preface

Chapter 1 Introduction What is Network Configuration Manager? ........................................................ 10 About this Manual.................................................................................................. 11 Using the saveLogs.pl diagnostic script .............................................................. 12

Chapter 2 Installation Error Messages and Solutions Installation Errors on Red Hat Enterprise Linux 4 and 5.................................. 14

Common Problems when using Network Configuration Manager on Red Hat Enterprise Linux 4 ............................................................................................ 17

Installation Errors on Windows Server 2003 and 2008R2 ................................. 18 Installation Errors on Solaris 10............................................................................ 21

Common problems when using Network Configuration Manager on Solaris 10 ......................................................................................................................... 23

Migration Errors...................................................................................................... 24 Report Advisor Installation Errors....................................................................... 25 Network Advisor Installation Errors ................................................................... 26 PCI Advisor Installation Errors ............................................................................ 27

Chapter 3 General Error Messages and Solutions General Network Configuration Manager Errors.............................................. 30

Chapter 4 Common Installation Questions and Answers

Chapter 5 Common RSA Token Service Questions and Answers

Glossary

Index

EMC Ionix Network Configuration Manager Version 4.1.1 Troubleshooting Guide 3


Preface

. As part of an effort to improve and enhance the performance and capabilities of its product lines, EMC periodically releases revisions of its hardware and software. Therefore, some functions described in this document may not be supported by all versions of the software or hardware currently in use. For the most up-to-date information about product features, refer to your product release notes.

If a product does not function properly or does not function as described in this document, please contact your EMC representative.

Revision History

Audience This document is part of the EMC Ionix Network Configuration Manager documentation set, and is intended for use by those individuals who have the responsibility of installing and deploying Network Configuration Manager, Report Advisor, PCI Advisor, or Network Advisor..

Readers of this document are expected to be familiar with the following topics:

Relateddocumentation

Related documents include:

◆ EMC Ionix Network Configuration Manager Release Notes

◆ EMC Ionix Network Configuration Manager Integration Modules Installation and Configuration Guide

◆ EMC Ionix Network Configuration Manager System Management Console Guide

◆ EMC Ionix Network Configuration Manager Applicaton Program Interface (API) Programmer’s Guide

◆ EMC Ionix Network Configuration Manager Applicaton Program Interface (API) Javadoc Reference Guide

◆ EMC Ionix Network Configuration Manager Device Access Scripting Language (DASL) Specifications Guide

◆ EMC Ionix Network Configuration Manager Documentation Portfolio

◆ EMC Ionix Network Configuration Manager Non-EMC Software Read Me

◆ EMC Ionix Network Configuration Manager Online User Guide

◆ EMC Ionix Network Configuration Manager Security Configuration Guide

Date Revision Description

January 6, 2012 A01 GA release

EMC Ionix Network Configuration Manager Version 4.1.1 Troubleshooting Guide‘ 5

Preface

◆ EMC Ionix Network Configuration Manager Backup and Recovery Guide

◆ EMC Ionix Network Configuration Manager Regular Expressions (RegEx) Guide

◆ EMC Ionix Network Configuration Manager RSA Token Service Installation Guide

◆ EMC Ionix Network Configuration Manager Troubleshooting Guide

◆ EMC Ionix Network Configuration Manager Cluster Installation Guide

◆ EMC Ionix Network Configuration Manager Geo Diverse Installation Guide

◆ EMC Ionix Network Configuration Manager Installation Guide for Red Hat Enterprise Linux 4 and 5

◆ EMC Ionix Network Configuration Manager Migration Guide for Red Hat Enterprise Linux 4 and 5

◆ EMC Ionix Network Configuration Manager Installation Guide for Windows Server 2003

◆ EMC Ionix Network Configuration Manager Migration Guide for Windows Server 2003

◆ EMC Ionix Network Configuration Manager Installation Guide for Windows Server 2008 R2

◆ EMC Ionix Network Configuration Manager Migration Guide for Windows Server 2008 R2

◆ EMC Ionix Network Configuration Manager Installation Guide for Solaris 10

◆ EMC Ionix Network Configuration Manager Migration Guide for Solaris 10

Conventions used inthis document

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Note: A note presents information that is important, but not hazard-related.

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Preface

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Where to get help EMC support, product, and licensing information can be obtained as follows.

Product information — For documentation, release notes, software updates, or for information about EMC products, licensing, and service, go to the EMC Powerlink website (registration required) at:

http://Powerlink.EMC.com

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Normal Used in running (nonprocedural) text for:• Names of interface elements (such as names of windows, dialog boxes, buttons,

fields, and menus)• Names of resources, attributes, pools, Boolean expressions, buttons, DQL

statements, keywords, clauses, environment variables, functions, utilities• URLs, pathnames, filenames, directory names, computer names, filenames, links,

groups, service keys, file systems, notifications

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applications, utilities, kernels, notifications, system calls, man pages

Used in procedures for:• Names of interface elements (such as names of windows, dialog boxes, buttons,

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Preface

If you have issues, comments, or questions about specific information or procedures, please include the title and, if available, the part number, the revision (for example, A01), the page numbers, and any other details that will help us locate the subject you are addressing.


1

This chapter presents these topics:

◆ What is Network Configuration Manager?............................................................... 10◆ About this Manual ......................................................................................................... 11

Introduction

Introduction 9

Introduction

What is Network Configuration Manager?◆ Network Configuration Manager is a network configuration management tool

that gives you the power to quickly, easily, and accurately design, modify, and maintain networks, using an intuitive graphical network view.

◆ Network Configuration Manager automates complex and routine engineering tasks, such as adding devices and connections, with drag-and-drop simplicity.

◆ Via real-time auto discovery of network devices and logical and physical topology information, Network Configuration Manager provides a proactive configuration management approach.


Introduction

About this ManualThis manual provides the following information and procedures necessary to troubleshoot the installation of Network Configuration Manager 4.1.1, Report Advisor 2.2.1, PCI Advisor 1.2.1, and Network Advisor 1.2.1, including:

◆ Installing Network Configuration Manager

• Red Hat Enterprise Linux 4 and 5 Installation Procedures

• Windows Server 2003 Installation Procedures

• Windows Server 2008 R2 Installation Procedures

• Solaris 10 Installation Procedures

◆ Installing Report Advisor

◆ Installing PCI Advisor

◆ Installing Network Advisor

About this Manual 11

Introduction

Using the saveLogs.pl diagnostic scriptYou can use the saveLogs.pl script to aid in troubleshooting. The script is located in the [Product Directory]/tools directory and is run from a bash or command prompt.

The script creates zip files containing logs for later evaluation. The zip files are saved in the [Product Directory]/logs directory. Along with logs, system information from the results from the environment.pl script are written to [Product Directory]/logs/environment.log. This information is saved in the zip file. The voyence.conf file and the host files are also included in the zip file.

Since the log files can be very large, there are options for selecting a subset of logs as well as searching logs by Date and/or Time and a search string. The date and search string are not case sensitive.

Table 1 lists the options available with the saveLogs.pl script.

Table 1 saveLogs.pl script options

Option Description

./saveLogs.pl CS Create a zip file containing all current Combo Server logs.

./saveLogs.pl DS Create a zip file containing all current Device Server logs.

./saveLogs.pl AP Create a zip file containing all current App Server logs.

./saveLogs.pl RA Create a zip file containing all current Report Advisor logs.

./saveLogs.pl all Create a zip file containing all current logs.

./saveLogs.pl logs Create a zip file containing logs from <Product Directory>/logs.

./saveLogs.pl tomcat Create a zip file containing tomcat logs.

./saveLogs.pl jboss Create a zip file containing jboss logs.

./saveLogs.pl database Create a zip file containing database logs.

./saveLogs.pl jstack Create a zip file containing java stack trace files.

Note: This process could potentially take a long time.

./saveLogs.pl install Create a zip file containing install logs.

./saveLogs.pl search <string> Create a zip file containing logs with the string provided.

./saveLogs.pl date <MMM DD> <HH:MM> Create a zip file containing logs with the date provided (Time is optional).

./saveLogs.pl time <HH:MM> Create a zip file containing logs where time is HH:MM or HH:MM:SS.

./saveLogs.pl exception <# of leading lines> Create a zip file containing java exceptions from the logs.

./saveLogs.pl ds_cache Create a zip file containing the Device Server cache, if applicable.

./saveLogs.pl snapshot Create a zip file containing the snapshot information (produced from snapshot.pl).


2

This chapter presents these topics:

◆ Installation Errors on Red Hat Enterprise Linux 4 and 5................................................. 14◆ Installation Errors on Windows Server 2003 and 2008R2 ....................................... 18◆ Installation Errors on Solaris 10 .................................................................................. 21◆ Migration Errors ............................................................................................................ 24◆ Report Advisor Installation Errors ............................................................................. 25◆ Network Advisor Installation Errors ......................................................................... 26◆ PCI Advisor Installation Errors................................................................................... 27

The following error messages can appear during the installation of Network Configuration Manager 4.1.1, Report Advisor 2.2.1, PCI Advisor 1.2.1, or Network Advisor 1.2.1.

Installation ErrorMessages and

Solutions

Installation Error Messages and Solutions 13

Installation Error Messages and Solutions

Installation Errors on Red Hat Enterprise Linux 4 and 5The following error messages can appear when installing Network Configuration Manager using Red Hat Enterprise Linux 4 and 5.

Error Message Solution

When trying to restart Network Configuration Manager Services, the following error is displayed when Device Server Service is already running:[FAILED]

To verify the Network Configuration Manager services that are running, and to manually stop them: • Run ps afx on the server and search for the following

processes: autodiscdcfgmgrdcommmgrdevdispatchdsyssyncdzebedee

• Note the Process ID, or pid, and stop the service (the pid can be found in the first column of the command output) using the command:kill -9 pidTo stop multiple processes, you can append the processes to the command, for example:kill -9 pid [pid...]

• To start and stop all the Network Configuration Manager services using the above commands, run:/etc/init.d/vcmaster script

This platform is not supported. The supported Linux platforms are: Red Hat Enterprise Linux AS release 4, Red Hat Enterprise Linux ES release 4

Verify the server operating system is officially supported by Network Configuration Manager.

/etc/redhat-release is required to validate the OS version. Verify the following:• The /etc/redhat-release file exists• The operating system you are installing on is officially

supported by Network Configuration Manager

Could not find an installed version of Java compatible with this product. See the Install Guide for details.

Verify the following:• The installed version of Java is compatible with Network

Configuration Manager• Java is installed correctly

Could not find an installed version of OpenSSL compatible with this product. See the Install Guide for details.

Verify the following:• The installed version of OpenSSL is compatible with Network

Configuration Manager• OpenSSL is installed correctly

Could not find an installed version of Apache HTTP Server. Verify the following:• The installed version of Apache HTTP Server is compatible

with Network Configuration Manager• Apache HTTP Server is installed correctly

Could not find an installed version of Tomcat compatible with this product. See the Install Guide for details.

Verify the following:• The installed version of Apache Tomcat Server is compatible

with Network Configuration Manager• Apache Tomcat Server is installed correctly



<HOST> not found in /etc/hosts. Create an entry for this hostname.

The /etc/hosts file must contain an entry for the hostname of the server, as it's known to the operating system. • Run the hostname command to print the hostname• Verify that the /etc/hosts file has an entry for that hostname

<IP ADDRESS> not found in /etc/hosts. Create an entry for this IP address.

The /etc/hosts file must contain an entry for the IP address of the primary network interface.

/etc/hosts file is missing and is required. Create a /etc/hosts file that contains the following:• An entry for localhost• An entry for the hostname of the server

/etc/resolv.conf must contain a nameserver entry. Add a nameserver entry to the /etc/resolv.conf file that includes a valid DNS server IP address.

/etc/resolv.conf is required for domain name resolution. Create a /etc/resolv.conf file that contains at least one valid nameserver entry.

SELinux must be disabled. Complete the following:• Edit the /etc/sysconfig/selinux file• Set SELINUX=disabled• Reboot the server

/usr/sbin/selinuxenabled is required to determine if SELinux is enabled.

Install the libselinux RPM, which includes the /usr/sbin/selinuxenabled utility.

Could not determine Perl version from perl -v command. Verify the following:• perl is in the system PATH• perl -v returns the version information for Perl

Perl version <VERSION> does not match the required version <REQUIRED VERSION>.

Complete the following:• Install the required version of Perl and • Verify perl is in the system PATH

Perl version command (perl -v) returned an error. Verify the following:• perl is in the system PATH• perl -v returns the version information for Perl

<FILE or DIRECTORY> is not readable. Verify that the file or directory specified in the error is readable.

<FILE or DIRECTORY> is not writable. Verify that the file or directory specified in the error is writable.

<FILE or DIRECTORY> is not executable. Verify that the file or directory specified in the error is executable.

The <RPM> (<VERSION>) RPM is not installed and is required. Install the RPM specified in the error.

Note: When installing the RPM, ensure the RPM version matches the version specified in the error.

The <RPM> RPM is not installed and is required. Install the RPM specified in the error.

The <RPM> RPM is installed but the version does not match the required version (<VERSION>).

Install the required version of the package specified in the error.

No success connecting to <HOST> on port <PROTO> <PORT> (<SERVICE>) after 10 tries.

Check the install logs for errors. A required service may have failed to start.

Port <PROTO> <PORT> on <HOST> is required by <SERVICE>, but it is in use by another process.

There is another process running that is bound to the port specified in the error. In order to proceed, you must stop the service or kill the process that is using the required port.

Installation Errors on Red Hat Enterprise Linux 4 and 5 15


You must run data migration before continuing. Refer to the product documentation for more information.

Run the data migration utility that comes with the Network Configuration Manager distribution. The data migration utility comes in a zip file named Data-Migration-X.X.X.zip, where X.X.X is the version of Network Configuration Manager.

Extraction of psql-8.2.zip failed. Verify the following:• unzip is in the system PATH• Sufficient disk space is available in the /tmp partition

Failed to connect to the voyencedb database on host <IP>. Check that the database service is running and try again.

Verify the following:• The controldb service is running on the server specified in

the error• Port TCP 5435 is reachable by the server where you are

installing

psql-8.2.zip is required to validate the schema version. Verify that you have sufficient disk space available in your /tmp partition.



Common Problems when using Network Configuration Manager on Red Hat Enterprise Linux 4The following problems can occur when using Network Configuration Manager on a Red Hat Enterprise Linux 4 server.

Problem Solution

PostgreSQL programs (like pg_dump) give segmentation fault when run from root on Linux.

Complete the following:2. Verify the /etc/ld.so.conf file contains an entry for [Product

Home]/db/controldb/lib.3. If the /etc/ld.so.conf file contains an entry for

/usr/controldb/lib, delete the entry.4. Run ldconfig to apply the changes.

Reverting a server back from Network Configuration Manager 4.0.1 to 3.6.2 causes installation issues on Linux.

The uninstaller for Network Configuration Manager 4.0.1 does not remove third-party prerequisites such as Tomcat and Java. These third-party programs conflict with the software installed by Network Configuration Manager 3.6.2. After uninstalling Network Configuration Manager 4.0.1, you must remove the Tomcat directory using the rm -rf /usr/tomcat command, and uninstall Java using the rpm -e jdk command.

Installation Errors on Red Hat Enterprise Linux 4 and 5 17


Installation Errors on Windows Server 2003 and 2008R2The following error messages can appear when installing Network Configuration Manager using Windows Server 2003 and Windows Server 2008R2.


When trying to install Network Configuration Manager, the following error message is displayed:ERROR: registry editing has been disabled by the administrator

Although, the userid used to install NCM was a member of the Administrators group, there was a Global Policy in place that disabled access to registry editing tools. To resolve this issue:Select Start > Run > gpedit.msc > User Configuration > Administrative Templates > System > Prevent access to registry editing tools, right Click and select Properties and set it to Not Configured.


To verify the Network Configuration Manager services that are running, and to manually stop them: • Click Task Manager > Processes on the server and search for

the following processes: autodiscdcfgmgrdcommmgrdevdispatchdsyssyncdzebedee

• To stop the processes click Task Manager > <process> to select the process and click, End Task.

• To start and stop all the Network Configuration Manager services, run:[Product Home]/bin/ncmmaster.pl script

This platform is not supported. The supported Windows platform is:Windows Server 2003, Enterprise Edition


C:\Windows\system32\prodspec.ini is required to validate the OS version.

Verify the following:• The prodspec.ini file exists• The operating system you are installing on is officially


The Windows IIS service must be disabled. The Windows IIS service uses ports required by Apache Web Server and must be disabled before installing Network Configuration Manager. Stop and disable the following services in the Service Management Console: • World Wide Web Publishing Service• HTTP SSL• IIS Admin Service.

Failed to open C:\Windows which is required for vcredist_x86.exe validation.

Verify the server operating system is officially supported by Network Configuration Manager.If the server operating system is officially supported by Network Configuration Manager, ensure the %WINDIR% environment variable correctly maps to the directory where the Windows operating system is installed. (C:\Windows by default).











Could not find an installed version of the Visual C++ runtime compatible with this product. See the Install Guide for details.

Verify that the Visual C++ runtime libraries (vcredist_x86.exe) included with the Network Configuration Manager distribution are installed.




The Apache Tomcat server installation path cannot contain spaces. Please re-install Tomcat into a directory that does not contain spaces (ex: C:\Tomcat5)

1). Uninstall Apache Tomcat2). Run the Apache Tomcat installer 3). When prompted for the installation directory, enter a path that does not contain any spaces. For example, enter C:\Tomcat5.

The minimum page file size must be larger than 2000 MB. Set the page file size to a value larger than 2000. The page file setting is located in the Advanced section of Windows System Properties.














Installation Errors on Windows Server 2003 and 2008R2 19






installing




Installation Errors on Solaris 10The following error messages can appear when installing Network Configuration Manager using Solaris 10.



To verify the Network Configuration Manager services that are running, and to manually stop them: • Run ps afx on the server and search for the following

processes: autodiscdcfgmgrdcommmgrdevdispatchdsyssyncdzebedee

• Note the Process ID, or pid, and stop the service (the pid can be found in the first column of the command output) using the command:kill -9 pidTo stop multiple processes, you can append the processes to the command, for example:kill -9 pid [pid...]

• To start and stop all the Network Configuration Manager services using the above commands, run:/etc/init.d/vcmaster script

The uname -r command returned an error. Verify the following:• The uname -r command returns the version of Solaris • The operating system you are installing on is officially


This platform is not supported. The supported Solaris platform is: Solaris 10













<HOST> not found in /etc/hosts. Create an entry for this hostname.

The /etc/hosts file must contain an entry for the hostname of the server, as it's known to the operating system. • Run the hostname command to print the hostname• Verify that the /etc/hosts file has an entry for that hostname

Installation Errors on Solaris 10 21


<IP ADDRESS> not found in /etc/hosts. Create an entry for this IP address.

The /etc/hosts file must contain an entry for the IP address of the primary network interface.

/etc/hosts file is missing and is required. Create a /etc/hosts file that contains the following:• An entry for localhost• An entry for the hostname of the server

/etc/resolv.conf must contain a nameserver entry. Add a nameserver entry to the /etc/resolv.conf file that includes a valid DNS server IP address.

/etc/resolv.conf is required for domain name resolution. Create a /etc/resolv.conf file that contains at least one valid nameserver entry.








The <PACKAGE> (<VERSION>) package is not installed and is required.

Install the package specified in the error.

Note: When installing the package, ensure the package version matches the version specified in the error.

The <PACKAGE> package is not installed and is required. Install the package specified in the error.

The <PACKAGE> package is installed but the version does not match the required version (<VERSION>).

Install the required version of the package specified in the error.









Common problems when using Network Configuration Manager on Solaris 10The following problems can occur when using Network Configuration Manager on a Solaris 10 server.





installing


Problem Solution

Solaris servers exhibiting sluggish network behavior Disable TCP Fusion on Solaris using the following steps.1). Open the /etc/system file on the Solaris 10 host.2). Add the following line to the /etc/system file: setip:do_tcp_fusion = 04). 3). Save and close the /etc/system file.Reboot the system.

Installation Errors on Solaris 10 23


Migration ErrorsThe following problems can occur when migrating to the latest version of Network Configuration Manager.

Problem/Error Message Solution

The Network Configuration Manager release version is not displaying correctly in Help -> About after an upgrade/migration.

Complete the following:• Clear the Java Webstart cache• Clear the browser cache

The Schedule Manager and Event Manager auto refresh is not working after an upgrade/migration.


Cut-Through terminal sessions open and then close immediately after an upgrade/migration.


Duplicate key violates unique constraint. Complete the following:• Rerun the previous migration step.

The client machine displays an Incorrect Version error when launching Network Configuration Manager 4.1.1.

Complete the following:• Update Java to version 1.6.• Clear the browser cache.



Report Advisor Installation ErrorsThe following error messages can appear when installing Report Advisor.


Network Configuration Manager version 4 or later is required. Your current version is <VERSION>.

Install Network Configuration Manager 4.x.x or higher before proceeding.





installing






Report Advisor Installation Errors 25


Network Advisor Installation ErrorsThe following error messages can appear when installing Network Advisor.


Report Advisor must be installed on this server. The Report Advisor product must be installed locally on the server before proceeding with the installation of another product.







PCI Advisor Installation ErrorsThe following error messages can appear when installing PCI Advisor.


Report Advisor must be installed on this server. The Report Advisor product must be installed locally on the server before proceeding with the installation of another product.





PCI Advisor Installation Errors 27



3

This chapter presents the topic:

◆ General Network Configuration Manager Errors............................................................. 30

The following errors can appear during the installation of Network Configuration Manager 4.1.1, Report Advisor 2.2.1, PCI Advisor 1.2.1, or Network Advisor 1.2.1.

General ErrorMessages and

Solutions

General Error Messages and Solutions 29

General Error Messages and Solutions

General Network Configuration Manager ErrorsThe following table lists general errors and solutions in Network Configuration Manager.

Error Solution

To conserve per-device communication resources, Network Configuration Manager migrates active sessions between user and privilege modes. Each driver class provides the specifications of this process in the commands for Cisco driver classes. The "disable" command is used when the session is deemed to be in the privilege mode. When the external authentication provides the account credential in the privilege mode, the usage of saved commands executes in the user mode, which requires issuing the "disable" command in terminal communications. The Cisco common driver code checks for the existence of a privilege password. If it does not exist, the process fails to guard against locking out of the session, and returns to the privilege mode.

This scenario can be overcome by saving a privilege password for a device in the Communications tab, this can also be done for multiple devices by appropriately highlighting the devices before accessing the tab.

A database failure warning message was displayed on a Windows server.Recurring Daily Network Pull Job failed to schedule and remained in the approved status or executed at a wrong time.

This is a table corruption issue. The recurring jobs were created and they occupy a part of the cm_job table.A workaround for this issue is to cluster the table by executing the following steps:1. Stop services2. Run the following command at the database prompt:

cluster cm_job_pkey on cm_job; at the database prompt3. Restart services4. Observe the behavior of the Job on the next run.

When trying to open reports involving more than 10K devices the reports fail to finish and the browser memory usage increased.

This issue is a wicket javascript memory leak.A workaround for this issue is to externalize the timer/interval value when the wicket checks if the report is completed and renders the web page. The original value was modified from 1 second to 5 seconds. The value can be changed using web.properties and modifying the property "ajax.wheel.timer.value". The solution does not completely address the issue but reduces the interval at which the memory usage increases. When the browser in which report is running is minimized, the memory usage reduces significantly.


4

The following are common questions when installing or upgrading Network Configuration Manager.

Common InstallationQuestions and

Answers

Question Answer

Do the files need to be downloaded to a particular directory? The product can be installed from any directory on the server or from the CD.

What do I input when the installer prompts me for a license key? Each customer is supplied with a file containing their license key. Enter the full path to the license file key, or browse to the location of the license file key if you are using the GUI mode of the installer.

After installing, I see several uninstall directories under [Product Home]/software/. Do I need to run each of these to uninstall?

The Uninstall_Core uninstaller will remove the core Network Configuration Manager product and all components dependent on it. If you want to remove only one component, you must run that particular uninstaller.

After uninstalling Network Configuration Manager on Windows, I still see several Network Configuration Manager products listed under Add/Remove Programs. Why does it say the product is already uninstalled when I try to uninstall one of them?

When you uninstall the Core product, it automatically uninstalls the other products dependent on it. The Add/Remove Programs screen does not automatically refresh. Pressing F5, forces the Add/Remove Programs window to refresh, which removes the other product entries from the list.

I can see the Device Drivers under Add/Remove Programs after installing the Application Server on Windows. Why do I need Device Drivers for an Application Server install?

An Application Server install type requires the device driver package list which comes with the Device Drivers installer.

What order should I start and stop the Network Configuration Manager services?

Start and stop all of the Network Configuration Manager services using the following commands.For Linux and Solaris, use the /etc/init.d/vcmaster script For Windows, use the [Product Home]/bin/ncmmaster.pl script.

Note: These master scripts will start and stop all of the services in the correct order.

What should I do if I'm having trouble opening the Network Configuration Manager client, but other users are able to log in?

Complete the following:• Check that your username and password are correct, and

that your account is not locked out. • Clear the Java cache on your client, close and reopen your

browser.• Reconnect to the server.

Common Installation Questions and Answers 31

Common Installation Questions and Answers


5

The following are common questions when using RSA credentials and RSA tokens within Network Configuration Manager

Note: The Network Configuration Manager RSA Token Server is the physical windows box on which the Network Configuration Manager RSA Token Service is installed

Common RSA TokenService Questions

and Answers

Question Answer

What can I do to avoid incorrect passcode tokencode generation and lockout of RSA users?

RSA Tokens are time-bound and RSA tokencode generation and usage is time based. The RSA Authentication Manager and the Network Configuration Manager RSA Token Server must be time synchronized at all times.

What should I do before making any changes to the Token database on the Network Configuration Manager RSA Token Server?

Follow these steps to make changes to the Network Configuration Manager Token Services.• Navigate to Control Panel -> Administrative Tools ->

Services.• Right-click on the NCM_RSATokenService, and select Stop.• Make your changes to the Token database.• Right-click on the NCM_RSATokenService under Control

Panel -> Administrative Tools -> Services, and select Restart.

How do I ensure consistent token usage? The Application Server and the Device Servers must be communicating with the same Network Configuration Manager RSA Token Server to ensure consistent token usage.

How can I locate the Network Configuration Manager RSA Token Server using Network Configuration Manager?

To locate the Network Configuration Manager RSA Token Server using Network Configuration Manager, complete the following:• Select System Administration from the Tools menu.• Navigate to System Administration -> Global -> Access ->

RSA Token Server.

I am having multithreading issues when I run the RSA GUI Application and the Network Configuration Manager RSA Token Service at the same time on the Network Configuration Manager RSA Token Server. How can I fix this?

It is advisable to avoid using the RSA GUI Application. To import or delete RSA Tokens use the vcRSATokenService tool. See the Installing and Configuring the RSA Token Service on Windows Server 2003 document for more information.

Common RSA Token Service Questions and Answers 33

Common RSA Token Service Questions and Answers

How can I view my systems token usage statistics? To view your systems token usage statistics, do the following:• Open a web browser.• Navigate to https://<VCTokenServerIPAddress>:<

PortNumber>, where <VCTokenServerIPAddress> is the IP Address of your Network Configuration Manager RSA Token Server and <PortNumber> is the port number created during installation.

I received a communication error in Network Configuration Manager for the RSA Token Server. How do I fix this?

Follow these steps to correct communication errors between the RSA Token Server and Network Configuration Manager.• Navigate to Control Panel -> Administrative Tools ->

Services on the RSA Token Server.• Ensure the NCM_RSATokenService is running.• Ensure the RSA Token Server parameters match the

parameters found in the System Administration -> Global -> Access -> RSA Token Server screen in Network Configuration Manager.

I have imported tokens to the RSA Token Server and communication with the RSA Token Service is established, but no tokens are being retrieved by the RSA Token Server Client. How do I fix this?

Complete the following:• Navigate to Control Panel -> Administrative Tools ->

Services on the RSA Token Server. • Ensure the NCM_RSATokenService is running under the

same Windows User Account which was logged into the RSA Token Server when RSA Tokens were imported.


This glossary details the terms and acronyms related to Report Advisor that you may encounter while using this document.

AAdministrator (admin) The person responsible for administrative tasks such as access authorization and

content management. Administrators can also grant levels of authority to users.

ApplicationProgramming

Interface (API)

An interface that allows an application program (written in a high-level language) to use specific data or functions of the operating system or another program.

Application server Software that handles communication with the client requesting an asset and queries of the Content Manager.

AS Application Server

Authentication For validation and access into Network Configuration Manager, prior to being setup inNetwork Configuration Manager each user must be created on the authentication server. When a user is created, the method of authentication is selected. Based on this selection, when the user attempts to log into Network Configuration Manager, the user's User ID, and if needed, Password are validated via the selected server.

BBackup To create a copy of computer data that can be used to restore data that has been lost,

mislaid, corrupted or erased.

Browser A program allowing users to view (but not alter) data. C

Cluster A group of application servers that collaborates for workload balancing.

CS Combination Server

DDevice Server The appliance that is responsible for all communications with the network devices. As

part of a scalable architecture, a network can employ multiple device servers to isolate overlapping address spaces, limit WAN traffic over slow connections, and balance the device load of a large environment.

Glossary


Glossary

DNS Domain Name System.

DS Device Server

FFQDN Fully qualified device name. A qualified name that includes all names in the

hierarchical sequence above the structure member to which the name refers, as well as the name of the member itself.

Graphical UserInterface (GUI)

A type of computer interface that presents a visual metaphor of a real-world scene, often of a desktop, by combining high-resolution graphics, pointing devices, menu bars and other menus, overlapping windows, icons and the object-action relationship

IIP address (Internet

Protocol address) A unique address for a device or logical unit on a network that uses the IP standard.

JJava An object-oriented programming language for portable interpretive code that

supports interaction among remote objects. Java was developed and specified by Sun Microsystems, Incorporated.

Java file An editable source file (with .java extension) that can be compiled into byte code (a .class file).

LLocal Database Database is local to this server.

Log file The file where the log of events is recorded.

MMigrate To install a new version or release of a program to replace an earlier version or

release.

MMDDYYYY Month-month-day-day-year-year format of a date (for example 04282007 for April 28, 2007).

NNetwork Administrator Any user that has Network Management permissions in Network Configuration

Manager. Network Administrator can create, manage, and delete networks and network properties within the application.

A person who defines the network configuration and other network-related information. This person controls how an enterprise or system uses its network resources.

NTP Network Time Protocol. A protocol built on top of TCP/IP that assures accurate local timekeeping with reference to radio, atomic or other clocks located on the Internet.


Glossary

OOS Operating System

PPermissions Permissions allow Users and Groups access to information and tasks within Network

Configuration Manager.

This includes the authority granted to users to give them access to an application's

features and functions.

Privileged PasswordMode (during

Installation)

There are two supported privileged password modes: Single-Level and Multi-Level. Use Single-Level if you are unsure which mode to use.

Single-Level mode is the most widely used method and provides the highest privilege level credential used within the Network Configuration Manager application. Most users select Single-Level mode to manage authentication and maintain privileged credentials.

Multi-Level mode allows multiple levels of privileged passwords to be created and associated with each device within the Network Configuration Manager application. Multi-Level mode requires devices capable of specifying multiple privilege level modes using the privileged password. Do not use this mode if you are using TACACS+, LDAP or similar external systems for authentication management.

Product Home The base directory in which Network Configuration Manager is installed or is designated to be installed.

Product Serial Number Each license key has a product serial number associated with it.

RRemote Database Database is remote and not local.

RHEL Red Hat Enterprise Linux

Root user A system user who operates without restrictions. A root user has the special rights and privileges needed to perform administrative tasks.

RS Reporting Server

SSSL Secure Sockets Layer. A security protocol that provides communication privacy. With

SSL, client/server applications can communicate in a way that is designed to prevent eavesdropping, tampering, and message forgery.

Server-side Pertaining to an application or component of an application that runs on a server rather than on the client.

Single ServerDeployment

Which includes the Combination Server One physical box serves as both the application and device server.


Glossary

System Admin Any user that has global System Management permissions within Network Configuration Manager. System Admin's can complete any function within the application, including network management and user management.

System ManagementConsole

The System Management Console has control features allowing you to complete basic monitoring tasks, and to make adjustments to the services running on Network Configuration Manager.

System Users System users are users that are authorized to have access to the application for the purpose of network configuration and maintenance. Before any user can be included in a System Group, they must first be added to Network Configuration Manager. Once entered into the system and assigned privileges, the user is given access to specific networks and their devices.

Uup2date utility Red Hat Enterprise Linux 4 up2date utility packaged. This utility requires that you

have an account set up through the Red Hat Network at http://rhn.redhat.com/.

URL Uniform Resource Locator

User Admin Any user that has User Management permissions in Network Configuration Manager. User Admin's can create, manage, and delete users within the application.


Index

AAbout this Manual 11

CCommon Problems when using VoyenceControl on Red

Hat Enterprise Linux 4 17Common problems when using VoyenceControl on Solaris

10 23

LLinux 5

NNetwork Advisor Installation Errors 26

PPCI Advisor Installation Errors 27

RReport Advisor Installation Errors 25requirements 14, 30

Ttasks 10

VVoyenceControl Installation Errors on Red Hat Enterprise

Linux 4 14VoyenceControl Installation Errors on Solaris 10 21VoyenceControl Installation Errors on Windows Server

2003 18VoyenceControl Migration Errors 24


Index


Documents

DRAFT EMC CONFIDENTIAL · PDF fileEMC Ionix Network Configuration Manager Version 4.1.1 Troubleshooting Guide‘ 5 Preface. As part of an effort to improve and enhance the performance