18.12 Troubleshooting problems in multi-server configuration

Cannot log in to the management server

Make the following checks:

Make sure that the database server is running.
Check whether a network failure has occurred between the management server and the database server.

Cannot access a data folder shared between servers

Make the following checks:

Make sure that the database server is running.
Check whether a network failure has occurred between the management server and the database server.

When a failure occurs, a message will appear in the JP1/IT Desktop Managementview. Determine the cause of the problem and the actions to be taken by following the instructions in the message, and then take the necessary actions.

In the Events module, if you find an event that requires action to be taken, check the event message, and then take the necessary action.

Also, log files are output when an error occurs. Check the log files for the cause of the error and the actions to be taken.

The following table describes the causes of and actions to be taken for events that require such action:

Event number	Type	Message	Cause	Actions to be taken
1121	Error	An error occurred in the service (JP1_ITDM_Service). Could not access the data folder shared between servers.	Cause 1 The database server is not running. Alternatively, a network failure might have occurred. Cause 2 The user ID or the password specified for the data folder that is shared between the servers is incorrect.	Select and take the appropriate actions from the list below: For Cause 1 Start the database server. Alternatively, check the network connection between the management server and the database server. For Cause 2 Make sure that the user name and the password that are used to connect to the shared data-folder are correct.

Event number

Type

Message

Cause

Actions to be taken

1121

Error

An error occurred in the service (JP1_ITDM_Service). Could not access the data folder shared between servers.

Cause 1

The database server is not running. Alternatively, a network failure might have occurred.
Cause 2

The user ID or the password specified for the data folder that is shared between the servers is incorrect.

Select and take the appropriate actions from the list below:

For Cause 1

Start the database server. Alternatively, check the network connection between the management server and the database server.
For Cause 2

Make sure that the user name and the password that are used to connect to the shared data-folder are correct.

The following table describes the log files that are output when an error occurs:

Log type	Output destination	File name	Description
Message log files	JP1/IT Desktop Management-installation-destination-folder`\`mgr`\`log	JDNMAINn.log^# (n = 1 to 9)	Outputs information that you can use to check the operational status of JP1/IT Desktop Management.
Event logs	Operating system event log	--	Outputs information on the startup of, the shutdown of, and critical errors generated by JP1/IT Desktop Management. Information on critical errors includes information that is not output to message log files. Use the operating system's Event Viewer to check the event logs.

Log type

Output destination

File name

Description

Message log files

JP1/IT Desktop Management-installation-destination-folder\mgr\log

JDNMAINn.log^#

(n = 1 to 9)

Outputs information that you can use to check the operational status of JP1/IT Desktop Management.

Event logs

Operating system event log

Outputs information on the startup of, the shutdown of, and critical errors generated by JP1/IT Desktop Management. Information on critical errors includes information that is not output to message log files. Use the operating system's Event Viewer to check the event logs.

Legend: --: Not applicable

# Generation control is used to manage the files. When the size of the log file exceeds the limit, a new log file is created with the following number. The number starts from 1. If the number reaches 9, it returns to 1.

Obtain the troubleshooting information by using the getlogs command as required. For details about the getlogs command, see 17.28 getlogs (collecting troubleshooting information).

Related Topics:

13.1 Viewing event details

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