13.2.1 Troubleshooting related to setup and service startup

(1) A Performance Management program service does not start

Causes and solutions:

• PFM - Manager is not active.

  If PFM - Manager and PFM - Agent are both on the same host, the PFM - Agent services cannot start if PFM - Manager is not active. Determine whether the PFM - Manager service has started, and start it if it has not. For details about how to start services, see the chapter that describes startup and termination of Performance Management in the JP1/Performance Management User's Guide.

• The same port number is set for multiple Performance Management program services.

  When the same port number is set for multiple Performance Management program services, none of the Performance Management program services can be started. The default is for the system to assign port numbers automatically, in which case there will not be any duplicated port numbers. If you specified specific port numbers for any Performance Management program services during Performance Management setup, check the specified port numbers. If you specified the same port number for more than one Performance Management program service, specify different port numbers. For details about how to set port numbers, see the chapter that describes installation and setup in the JP1/Performance Management Planning and Configuration Guide.

• There is an error in the settings for the Store database directory.

  If any of the following directories is inaccessible or does not exist, the Agent Store service cannot start; check the specified directory names and settings and correct any errors:

  • Store database directory

  • Store database backup directory

  • Store database export directory

  • Store database partial backup directory (applicable to Store version 2.0)

  • Store database import directory (applicable to Store version 2.0)

  If you specify any of these directories for multiple Agent Store services, the Agent Store services cannot start; check the specified directory names and settings and correct any errors.

• The host name of the machine was changed using a non-permitted procedure.

  For details about how to rename a host on a machine, see the chapter that describes installation and setup in the JP1/Performance Management Planning and Configuration Guide. If you use a nonstandard procedure to rename a host, the Performance Management program services may not start.

• An error occurred on the service control manager.

  If you execute the jpcspm start command in Windows, the error message An error occurred in the Windows service control manager might be displayed and service startup might fail. If this occurs, re-execute the jpcspm start command. If this event occurs frequently, edit the jpccomm.ini file to change the retry interval and retry count for service startup processing during execution of the jpcspm start command.

  For details about how to change the retry interval and retry count, see the chapter that describes startup and termination of Performance Management in the JP1/Performance Management User's Guide.

• The SAP system is inactive.

  If you specified DELAYCONNECT=N during construction of the instance environment and the SAP system is inactive when connection is to be established with the SAP system, the Agent Collector service cannot start. Make sure that the SAP system is running. To start the Agent Collector service whether the SAP system is active, specify DELAYCONNECT=Y.

• The library has not been set up correctly.

  If the library is not set up after PFM - Agent for Enterprise Applications is installed, or if the setup procedure is not followed correctly, the Agent Collector service will not start. When this happens, message KAVF14184-E is output. Make sure that the library is set up correctly based on the description in 3.1.4 Library application procedure.

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(2) It takes a long time for a service to start once startup is requested

It may take some time for a service to actually start once you execute the jpcspm start command or when you start a service by choosing the Service icon. If this is due to one of the following reasons, the time required to start the service will be reduced when the service is started subsequently:

• If you use the standalone mode, it might take time for a service to start.

• When you start a service by restarting the system without specifying the setting for automatically stopping services during system shutdown, the indexes of the Store database may be rebuilt. If this happens, it may take extra time for services to start.

• During initial startup after a new Agent has been added, the indexes of the Store database are rebuilt. This may cause the service to take longer to start up.

• When the Store service is unable to perform normal termination processing for a reason such as a power interrupt, it may take extra time for services to start because the indexes of the Store database are rebuilt during the restart.

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(3) Immediately after a Performance Management program service is stopped, another program service is started, but communication does not function correctly

Immediately after a Performance Management program service is stopped, another program service may be started that uses the same port that the stopped service was using. In such a case, communication may not function correctly. You can use either of the following techniques to avoid this problem:

• Fix the port numbers for the Performance Management program services.

  Assign a fixed port number to each Performance Management program service. For details about how to set port numbers, see the chapter that describes installation and setup in the JP1/Performance Management Planning and Configuration Guide.

• Set the TCP_TIMEWAIT value.

  Set the TCP_TIMEWAIT value that specifies a connection wait time.

  In Windows, use the default connection wait time. The default value is as follows:

  • In Windows: 2 minutes

  In Linux, you cannot change the connection wait time setting from the default of 60 seconds. If this problem occurs in Linux, use the technique to fix the port numbers of the Performance Management program services.

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(4) After the message "The disk capacity is insufficient" is displayed, the Master Store or Agent Store service stops

If there is not enough free space on the disk used by the Store database, data storage into the Store database is interrupted. In such a case, the message The disk capacity is insufficient is displayed and then the Master Store or Agent Store service stops.

When this message is displayed, take one of the following actions:

• Provide sufficient disk space

  Determine the required disk capacity for the Store database and change the Store database storage location to a disk with sufficient capacity. For details about how to estimate the disk space required for the Store database, see the Release Notes of PFM - Agent for Enterprise Applications. For details on how to change the storage location of the Store database, see 3.6.1 Changing the performance data storage location.

• Change the data retention condition for the Store database

  Change the data retention condition for the Store database and adjust its maximum data capacity. For details about how to change the data retention condition for the Store database, see the chapter that describes management of operation monitoring data in the JP1/Performance Management User's Guide.

If the Master Store or Agent Store service does not start even after you have taken these actions, an unrecoverable logical conflict has occurred in the Store database. In such a case, restore the Store database from a backup and then start the Master Store or Agent Store service. If no backup is available, initialize the Store database and then start the Master Store or Agent Store service. To initialize the Store database, you must delete all the following files in the storage directory for the Store database:

• Files with extension .DB

• Files with extension .IDX

For details about the Store database storage directory, see 3.6.1 Changing the performance data storage location.

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(5) The Agent Collector or Remote Monitor Collector service does not start

Suppose the OS of a PFM - Agent host or a PFM - RM host is Windows, PFM - Agent or PFM - RM starts, and the Agent Collector service or the Remote Monitor Collector service fails to start. When that occurs and Windows restarts, the following message might be output to a Windows event log.

• service-name service hung on starting.

This event occurred because Windows Service Control Manager timed out. This event is prone to occur when communication loads on PFM - Manager are heavy and it takes too much time to receive a response from PFM - Manager. This event occurs when all the following conditions are satisfied:

• Communication loads on PFM - Manager are heavy.

  An example is that many PFM - Agent or PFM - RM startup processes are being executed concurrently.

• For each of the PFM - Agent or PFM - RM services, the startup type is set to Auto in the Windows Services applet.

• The OS is restarted.

To avoid this event, take one of the following actions:

• If services are being started when the OS restarts, use the jpcspm start command, not Windows Service Control Manager.

• Reduce the time required for starting PFM - Agent or PFM - RM by specifying the setting described below on the PFM - Agent or PFM - RM host.

  This setting reduces the time required for reconnection processing if an attempt to connect to PFM - Manager fails when the PFM - Agent or PFM - RM services are started. Note, that, by reducing the reconnection time, the PFM - Agent or PFM - RM services more likely start in stand-alone mode.

  To reduce the time required for starting PFM - Agent or PFM - RM, change the NS Init Retry Count label from NS Init Retry Count =2 to NS Init Retry Count =1 in Agent Collector x Section^# and Agent Store x Section^# in the startup information file (jpccomm.ini).

  #

  x indicates the product ID of PFM - Agent or PFM - RM. For details about the product IDs, see the list of IDs provided in the appendix of each PFM - Agent or PFM - RM manual. If multiple PFM - Agents or PFM - RMs are installed on the same host, specify the NS Init Retry Count label for each product ID.

  The startup information file (jpccomm.ini) is stored at the following location:

  If the PFM - Agent or PFM - RM host is a physical host:

  installation-folder\jpccomm.ini

  If the PFM - Agent or PFM - RM host is a logical host:

  environment-directory^#\jp1pc\jpccomm.ini

  #

  Indicates the directory on the shared disk that was specified when the logical host was created.

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