Troubleshooting the Web GUI

How to troubleshoot common problems that can occur during use of the Web GUI.

Checking system information
To determine the status of the server and client, and to help you with troubleshooting, access the system information for the Web GUI.
Exporting diagnostic data for Web GUI user repositories
You can export diagnostic information about Web GUI user repositories from the Diagnostics for Netcool/OMNIbus Web GUI portlet. This export function helps Administrators and IBM Software Support to troubleshoot problems.
Viewing JazzSM profile logs for login errors
In the event of a login error, review the system outage and system error logs to help determine the cause.
Editing a properties file
Properties files describe the environment and their settings are usually predefined or added during installation. You do not need to change these files unless instructed by IBM Software Support.
Setting the log level
The log level determines the amount of detail that the Web GUI writes to the log files. As supplied, the product logs all events of the Information severity and above. Use these procedures to change the level if required.
Generating performance logs
A performance log can help to identify bottlenecks in your system configuration. Use these procedures to create a performance log if required.
Setting a trace
Enable a trace of the Jazz® for Service Management application server server when you want to keep a record of activity.
Auditing the usage of objects
How to set up auditing of objects such as maps, filters, and views to determine which are being used.
Web GUI log files
The Web GUI has several log files to provide information on operations.
MustGather information for opening cases
IBM® Software Support requires specific information to help you diagnose and resolve problems. This information is called MustGather information. It can be log files, operating system information and descriptions of the behavior that your environment exhibits. The MustGather information that is required for the Web GUI is published in a technote.
Harmless authentication messages
Certain sign-on messages are routine and might not indicate that a problem has occurred.
No user role assigned
Users should have the minimum required product level roles assigned or they might not see the contents of their default product dashboards after logging in.
Troubleshooting a load-balanced environment
Use these troubleshooting notes to help correct problems with a load balancing cluster.
Troubleshooting LDAP user repositories
If you defined an LDAP directory as a user repository in the realm and you experience problems, this information lists some common problems and likely solutions.
Slow network response
Performance issues can cause an unresponsive script message to display after login.
Unresponsive Active Event List
The Active Event List (AEL) becomes unresponsive, or some AEL functions, for example tools, fail to run. If this problem occurs, contact the system administrator to find out whether a Web GUI Application Programming Interface (WAAPI) script is running.
Unresponsive AEL and message W0025
If the Active Event List (AEL) fails to start or is unresponsive and the W0025 message is displayed, there are a number checks that can be made in order to resolve the problem. These checks are presented in the following topic.
Event Dashboard unable to get data from server
For certain monitor boxes the Event Dashboard displays the error message: Unable to get data from the server. In addition, the Event Dashboard fails to display some filters correctly.
Maps are slow to display severity colors
Filters in maps are slow to show severity colors. This may be accompanied by high CPU usage on the Web GUI server.
Changing the height setting of a Map widget has no effect
Changing the height of a map widget using the Height box or the Use Customizer check box in the widget preferences has no effect. The map always renders to the same size.
The connection to the ObjectServer is lost or the AEL issues a timeout
If the connection to the ObjectServer persistently is lost or the AEL issues a timeout, adjust the query timeout setting for the datasource associated with the ObjectServer.
Applying fix packs for the Web GUI
Considerations to make when applying a fix pack for the Web GUI. In particular there are special considerations when applying a fix pack in a load balancing environment.
The Event Viewer widget page is blank
The Event Viewer widget opens but the page is blank and you are unable to customize the appearance and setup of the Event Viewer widget.
Telnet tool executable command not working on Windows 7 (64-bit)
If the Web GUI telnet tool executable command is not recognized, edit the tool definition so it correctly resolves to System32.
Event Search tab fails to respond
Perform the checks in this section if the Event Search tab fails to respond and displays the error message Request posted to LA failed with 'Request to Operations Analytics - Log Analysis failed with a network error'.
Request to Operations Analytics - Log Analysis failed with an SSL error
FailBackDataSourceSelector error
This error is caused by an incorrect ObjectServer repository config in wimconfig.xml.

Parent topic: Administering the Web GUI