7.1.2 Examples of handling problems that might occur in ITSLM

(1) The ITSLM - Manager service does not start

Cause:

The following are possible causes:

1. There is an error in one or more settings in the system definition file.

2. A port number is in conflict with another program.

Corrective action:

The following describes the corrective action to take for each of the possible causes.

1. Check the values of the settings in the system definition file.

   In the system definition file, check the settings required to start ITSLM - Manager. For details about the system definition file, see 5.6 Editing the system definition files to change settings.

2. Check the port number being used by ITSLM - Manager. If you need to change a port number, see the following subsections.

Changing the port number in ITSLM - Manager

• 8.5.1 Changing ITSLM - Manager's RMI communication port number

• 8.5.2 Changing ITSLM - UR's RMI communication port number

• 8.5.3 Changing the listen port number of the ITSLM - Manager embedded database

• 8.5.4 Changing the listen port number of the ITSLM - Manager embedded Web server

• 8.5.5 Changing the port number of the internal communications port of the ITSLM - Manager embedded Web server

• 8.5.6 Changing the port number of the completion-message receiving port of the ITSLM - Manager embedded Web server

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(2) The ITSLM - UR service does not start

Cause:

The following are possible causes:

1. ITSLM - Manager is not running.

2. There is an error in one or more settings in the system definition file.

3. A port number is in conflict with another program.

Corrective action:

The following describes the corrective action to take for each of the possible causes.

1. Check whether ITSLM - Manager has started. If ITSLM - Manager has not started, take the corrective action described in (1) The ITSLM - Manager service does not start.

2. Check the values of the settings in the system definition file.

   In the system definition file, check the settings required to start ITSLM - UR. For details about the system definition file, see 5.6 Editing the system definition files to change settings.

3. Check the port number.

   If you need to change the port number, see the following subsection.

Changing the port number in ITSLM - UR

• 8.5.2 Changing ITSLM - UR's RMI communication port number

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(3) Cannot log in (the login window cannot be displayed)

Cause:

The following are possible causes:

1. The required Flash Player product has not been installed.

2. No firewall has been set up.

Corrective action:

The following describes the corrective action to take for each of the possible causes.

1. Install Flash Player.

2. Specify the port release setting in the firewall.

   For ITSLM - Manager:

   Release the port numbers specified in the psb_Listen and manager_port definition items in the options file that was used during setup. If you change the settings in the options file, you must also change the firewall settings.

   For details about the options file, see jslmmgrsetup (sets up ITSLM - Manager) in 9. Commands.

   For ITSLM - UR:

   Release the port number specified in the ur_port definition item in the options file that was used during setup. If you change the setting in the options file, you must also change the firewall setting.

   For details about the options file, see jslmursetup (sets up ITSLM - UR) in 9. Commands.

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(4) An attempt was made to register a monitored service, but its URI is not detected

Cause:

The following are possible causes:

1. The network interface number is not valid.

2. The browser used for the actual access is running on a different host from the host running the browser displaying the window for registering monitored services.

3. ITSLM - UR processing for detecting the monitored service to be registered has failed (the KNAS15719-W message is output).

Corrective action:

The following describes the corrective action to take for each of the possible causes.

1. Use the jslmuripls command to check the interface number of the network device and specify the network interface number used by ITSLM - UR.

   For details about the jslmuripls command, see jslmuripls (displays network interface number and IP address) in 9. Commands.

2. On the host running the browser that is displaying the window for registering monitored services, open another tab or start another browser for the actual access.

3. Recover the status of the ITSLM - UR where the error occurred and then re-execute service detection. You can identify the ITSLM - UR where the processing error occurred from the KNAS15719-W message that was output around the time the service detection error occurred.

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(5) The monitor settings for a monitored service cannot be changed

Cause:

Monitoring of the monitored service whose settings are to be changed has not been stopped.

Corrective action:

Stop monitoring the monitored service whose settings are to be changed. For details about how to stop monitoring, see 4.2.2 Stopping monitoring.

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(6) Monitoring results exceeded the threshold or were off the baseline, but no Error or Warning event was displayed

The Error and Warning events are not displayed for a period after monitoring begins because a certain amount of service performance must be collected before monitoring results can be obtained.

The following shows when display of events starts for each type of monitoring:

• Threshold value monitoring: 60 seconds after monitoring begins

• Out-of-range value detection: 60 seconds after monitoring begins

• Trend monitoring: When 30% of the period subject to trend monitoring specified in the Monitor settings area of the Settings window has elapsed (for example, if the specified value is 1 hour, display of events starts when 18 minutes have elapsed)

If monitoring is stopped and then restarted, events are not displayed until the above times have elapsed since the restart.

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(7) Error or Warning is displayed in the Real-time Monitor window although the numeric values are normal

Even if the current numeric values are normal, the display of Error or Warning remains until the status resulting in the Error and Warning is released. By default, the display of Error or Warning remains until the number of error data items in the past one minute becomes less than S 10 100 (rounded up), where S is the number of service performance items measured in 60 seconds.

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(8) Error or Warning is displayed on the Performance chart tab in the Event and Performance chart tabs area of the Troubleshoot window for a time period when values do not appear to be exceeding the threshold or to be off the baseline

Cause:

You might be looking at a graph whose display period is set to 10 minutes or more.

When the display period is 10 minutes or more, a graph is plotted to show a summary of maximum values in a specific period so that the number of data items becomes 60. Therefore, the actual times of the error and warning events might appear to be shifted on the graph.

Corrective action:

Check the timing of events by using a graph with the display period set to one minute.

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