17.2.11 Troubleshooting problems related to linking with other programs

Organization of this subsection

(1) JP1 events are not reported when linking with JP1/IM
(2) Monitored PFM - Agent or PFM - RM is not displayed in the monitoring tree window when linking with a monitored object function of JP1/IM
(3) The display color of the monitored object does not change when linking with a monitored object function of JP1/IM
(4) Startup of the JP1 system event monitor fails
(5) Performance Management reports cannot be displayed from the console of JP1/IM or JP1/AJS3
(6) When a link is established with JP1/IM2, the agents monitored by Performance Management do not show up in the JP1/IM2 window
(7) When a link is established with JP1/IM2, the health check status of the agents monitored by Performance Management is not correctly displayed in the JP1/IM2 window
(8) Selecting a component of Performance Management in the Operating staus area of the Integrated Operation Viewer window of JP1/IM2 while linkage is established with JP1/IM2 causes an error message to be displayed in the Details area
(9) Selecting a component of Performance Management in the Operating status area of the Integrated Operation Viewer window of JP1/IM2 while linkage is established with JP1/IM2 causes the Details area to become stuck in the loading state, and a PFM - Web Console window never appears

(1) JP1 events are not reported when linking with JP1/IM

Possible causes and solutions:

There is an error in the settings for enabling JP1 events to be issued.

Confirm whether the settings for issuing JP1 events are correct with PFM - Web Console.
There is an error in the alarm setting.

Confirm whether the alarm setting is correct with PFM - Web Console.
JP1/Base is not installed or set up.

Confirm whether JP1/Base is installed and set up.
There is an error in a command definition of an alarm definition.

Confirm whether JP1/Base is installed and set up.

When you set -r logical-host-name as an argument for issuing JP1 events in a command definition of an alarm definition, do not include unnecessary line feeds. If you do so, JP1 events will fail to be sent. The following is an example of definition with error:
```
[[Action Definition Command]]
Command Name=../../tools/jpcimevt
Action Handler=PH1hostA
[[[Message Text]]]
<omitted>""JPC_REPORTID=aaaaaaaaaa:7518b0c:128fd04b38c:-7a16" -r hostA
Δ
[Alarm Data]
 :
```
Legend:

Δ: Unnecessary line feed

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(2) Monitored PFM - Agent or PFM - RM is not displayed in the monitoring tree window when linking with a monitored object function of JP1/IM

Possible causes and solutions:

The monitored PFM - Agent or PFM - RM has never been started.

If PFM - Agent or PFM - RM has never been started, it is not displayed in the monitoring tree. Start PFM - Agent or PFM - RM and then redisplay the monitoring tree.
PFM - Agent and PFM - Manager are not connected, or PFM - RM and PFM - Manager are not connected.

If PFM - Agent and PFM - Manager, or PFM - RM and PFM - Manager are not connected, establish a connection.
The monitored object linkage function of JP1/IM is not set up.

If the monitored object linkage function of JP1/IM is not set up, set it up.

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(3) The display color of the monitored object does not change when linking with a monitored object function of JP1/IM

Possible causes and solutions:

A JP1 event has not been issued.

Use the Event Monitor window to make sure that a JP1 event has been issued. If a JP1 event has not been issued, make sure that the alarm definition is correct.
There is an error in the JP1/Base settings.

Confirm that there are no errors in the JP1/Base settings. When the issuing of a JP1 event from the PFM - Agent or PFM - RM host is specified, confirm whether the transmission of a JP1 event from the PFM - Agent or PFM - RM host to the PFM - Manager host is set.

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(4) Startup of the JP1 system event monitor fails

If the [Monitoring Console Https] setting does not match the current encrypted communication setting when a JP1 system event is issued, startup of the JP1 system event monitor will fail. If this occurs, you must change temporarily the encrypted communication setting to match the [Monitoring Console Https] setting when JP1 system events are issued. To determine the [Monitoring Console Https] setting when a JP1 system event is issued, check the URL in the web browser at the time of monitor startup.

Table 17‒5: Combinations of settings that allow monitor startup from JP1 system events
[Monitoring Console Https] setting when a JP1 system event is issued	URL in the web browser at monitor startup	Encrypted communication setting
`Yes`	Begins with `https`	Enabled
`No`	Begins with `http`	Disabled

For details about the encrypted communication settings, see the section on changing the settings for encrypted communication between a web browser and the monitoring console server in the JP1/Performance Management Planning and Configuration Guide.

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(5) Performance Management reports cannot be displayed from the console of JP1/IM or JP1/AJS3

The cause of the problem and action to be taken differ depending on the message displayed under Connecting to the PFM - Web Console host (PFM - Web Console host name).... The following table describes the cause and action to be taken for each message.

Table 17‒6: Cause and action to be taken for each message
Message	Cause	Action
Internet Explorer: `Internet` `Explorer` `cannot` `display` `the` `webpage` Firefox: `Unable to connect` Google Chrome `This site can't be reached`	The PFM - Web Console service is not running on the PFM - Web Console host specified in the `<search-WebConsole>` tag in `config.xml`.	Make sure that the PFM - Web Console service is running on the host indicated by `host-name`. If the service has stopped, start it.
Internet Explorer: `Internet` `Explorer` `cannot` `display` `the` `webpage` Firefox: `Server` `Not` `Found` Google Chrome `This site can't be reached`	The `host` parameter is specified incorrectly for PFM - Web Console specified in the `<search-WebConsole>` tag in `config.xml`.	The value specified for the `host` parameter must be a host name that can be resolved from the host running the browser. Change the settings so that name resolution is possible, or specify a host name that can be resolved to an IP address.
Internet Explorer: `Internet` `Explorer` `cannot` `display` `the` `webpage` Firefox: `Secure Connection Failed` or `The connection was reset` Google Chrome `This site can't provide a secure connection`	The `https` parameter is specified incorrectly for PFM - Web Console specified in the `<search-WebConsole>` tag in `config.xml`.	Change the value of the `https` parameter as follows according to the encrypted communication setting of PFM - Web Console installed on the host indicated by `host-name`: If encrypted communication is enabled: `on` If encrypted communication is disabled: `off`
`Internet` `Explorer` `cannot` `display` `the` `webpage`	`E`ncrypted communication is enabled for PFM - Web Console specified in the `<search-WebConsole>` tag in `config.xml`, but the Web browser (Internet Explorer) is not configured to use TLS.	Enable TLS communication in the Web browser settings. For details, see the section explaining how to configure a Web browser to use the monitoring console in the JP1/Performance Management Planning and Configuration Guide.
`500` `Internal` `Server` `Error`	The version of PFM - Web Console specified in the `<search-WebConsole>` tag in `config.xml` is earlier than 11-10.	Check the version of PFM - Web Console installed on the host indicated by `host-name`.
Security warning message shown below^# Internet Explorer: `Content was blocked because it was not signed by a valid security certificate.` Firefox: `Your connection is not secure` Google Chrome `The webpage at` `URL-for PFM-Web-Console` `might be temporarily down or it may have moved permanently to a new web address.`	For PFM - Web Console running on the host indicated by `host-name`, the host name (`Common` `Name`) specified in the server certificate does not match the host name specified for the `host` parameter in the `<search-WebConsole>` tag in `config.xml`.	Make sure that the host name (`Common` `Name`) specified in the server certificate matches the host name specified for the `host` parameter in the `config.xml`. If a host name in FQDN format is specified in `Common` `Name`, you need to specify the value in the format `host-name` + `domain-name` for the `host` parameter in `config.xml`. You can use the `jpcwtool` `https` `output` `certtext` command to check the value specified for `Common` `Name`. For details about this command, see the chapter that describes the command in the manual JP1/Performance Management Reference.

#

From a browser, access the PFM - Web Console instance that is displayed as the host name.

When you access PFM - Web Console, the following security message appears:

- Internet Explorer:

The security certificate on this Web site was issued for the address of another Web site.

- Firefox:

This certificate is valid only for the host name (Common Name) that is configured in the server certificate.

- Google Chrome:

Your connection is not private

Attackers might be tring to steal your information from name-of-host-on-which-PFM-Web-Console(+domain-name)-in-URL (for example, password, messages, or credit cards).

NET::ERR_CERT_COMMON_NAME_INVALID

For details about the actions to be taken if any other security warning message appears, see 17.2.4(4) A security warning window is displayed in the web browser.

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(6) When a link is established with JP1/IM2, the agents monitored by Performance Management do not show up in the JP1/IM2 window

If the agents monitored by Performance Management are displayed on the PFM - Web Console but do not show up in the JP1/IM2 window, the JP1 user permissions set with JP1/IM2 could be wrong. Check if the set JP1 user has the JP1_PFM_Admin permissions.

After setting the JP1 user permissions, execute the synchronization command of the JP1/IM2 to update configuration information.

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(7) When a link is established with JP1/IM2, the health check status of the agents monitored by Performance Management is not correctly displayed in the JP1/IM2 window

Check if the event list on JP1/IM2 displays JP1 system events of health check agents. If not, health check agents have probably not been able to issue JP1 events. Check the information provided in the following table to ensure that all the settings are correctly specified so that health check agents can issue JP1 events.

Table 17‒7: Checking the health check agent settings
Check item	Action
Health check is enabled.	Execute the `jpcconf` `hc` `display` command and check if health check is enabled.
The issuance of JP1 events is enabled for health check agents.	Check the property of health check agents in the Services tree to confirm the following: `Yes` is set for the `JP1` `Event` property of `Health` `Check` `Configurations`.
The severity set for JP1 events is appropriate to each health check result.	Check the property of health check agents in the Services tree to confirm the following: The `JP1` `Event` `-` `XXX`^# property of `Health` `Check` `Configurations` is properly set. If `None` is set, no JP1 event is issued, which means that the status on the JP1/IM2 is never updated. # `JP1` `Event` `-` `XXX` denotes the following properties: JP1 Event - Not supported JP1 Event - Running JP1 Event - Incomplete JP1 Event - Stopped JP1 Event - Unconfirmed JP1 Event - Host Not Available
The PFM - RM polling is enabled.	Check the PFM - RM property in the Services tree to confirm the following: `Yes` is set for the `Health` `Check` `for` `Target` `Hosts` property of `Health` `Check` `Configurations`. If `No` is set, the health check status of remote agents becomes `Not` `Supported`, in which case JP1 events are not issued under the default setting.

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(8) Selecting a component of Performance Management in the Operating staus area of the Integrated Operation Viewer window of JP1/IM2 while linkage is established with JP1/IM2 causes an error message to be displayed in the Details area

The cause of this problem and the required action depend on the type of error message displayed in the Details area of the Integrated Operation Viewer window of JP1/IM2. The following table describes the cause of the problem and the required action for each message.

Table 17‒8: Cause and action to be taken for each message
Message	Cause	Action
Internet Explorer `This page can't be displayed` Firefox An error message indicating the failure to load a Web site, such as `Server Not Found` and `Unable to connect` Google Chrome An error message indicating the failure to load a Web site, such as `name-of-host-on-which-PFM-Web-Console(`+`domain-name)-in-URL` `took too long to respond.`, and `name-of-host-on-which-PFM-Web-Console(`+`domain-name)-in-URL` `refused to connect.`	The PFM - Web Console services at the connection destination might not be up and running.	Check if PFM - Web Console is up and running at the connection destination, and, if the PFM - Web Console is not up and running, start it.
	Communication with the host on which PFM - Web Console is up and running at the connection destination might have been lost.	Check if communication is taking place with the host on which PFM - Web Console is up and running at the connection destination.
Internet Explorer `Internet Explorer cannot display the webpage` Firefox, Google Chrome `500 Internal Server Error`	The version of PFM - Web Console at the connection destination could be earlier than 12-10.	Check the version of PFM - Web Console at the connection destination.

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(9) Selecting a component of Performance Management in the Operating status area of the Integrated Operation Viewer window of JP1/IM2 while linkage is established with JP1/IM2 causes the Details area to become stuck in the loading state, and a PFM - Web Console window never appears

The communication protocol (https or http) set for PFM - Web Console could be different between JP1/IM2 and PFM - Manager. Confirm if the communication protocol (https or http) set for PFM - Web Console is the same between PFM - Manager and JP1/IM2. If it is not, set the same communication protocol in PFM - Manager and JP1/IM2.

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