Startup and UI troubleshooting

See the following information to troubleshoot issues occurring when launching the application.

Browser certificate failure (Internet Explorer and Edge only) (on-prem and OCP)

When opening an Agile Service Manager UI page in DASH using Internet Explorer or Edge, a browser certificate failure can occur. If this happens, install the Agile Service Manager root certificate manually.

Copy the root certificate (asm-ca.crt) from the following location on the Agile Service Manager server, then save it locally:
/opt/ibm/netcool/asm/security/
Tip: To obtain the root certificate using Firefox:
1. Open the Firefox browser and log into DASH.
2. While logged into DASH, open a new browser tab and navigate to https://asm-ui-host, where 'asm-ui-host' is the host name of the server running the nasm-ui container.
  The Agile Service Manager 'About' page will be displayed.
3. Click the padlock icon in the browser address bar.
4. Click Show Connection Details > More Information > View Certificate to display the certificate dialog.
5. Click Details, then select the ASM CA item.
6. Click Export, and then save the root CA certificate as a local file.
On your local Windows machine, locate the Agile Service Manager root certificate using File Explorer, open the context (right-click) menu, then click Install Certificate.
The Import wizard will be displayed.
For the Store Location, select This Machine, then click Next.
Select Place all certificates in the following store, then browse to choose Trusted Root Certification Authorities.
Click Next and Finish.

The next time you open an Agile Service Manager UI page in DASH using Internet Explorer or Edge, the page should load successfully.

Cassandra database startup issue (on-prem)

During startup, the topology service attempts to connect to the Cassandra datastore before it has fully started, thereby causing an error message such as the following:

ERROR [14:11:07.330] [main] c.i.i.t.g.ConnectionManager - Unexpected Throwable caught creating TitanGraphjava.lang.IllegalArgumentException: Could not instantiate implementation: com.thinkaurelius.titan.diskstorage.cassandra.astyanax.AstyanaxStoreManager

Permissions of data and logs directories can result in Agile Service Manager not coming up cleanly with some services continually restarting, e.g. if you delete the directories and then restart without the right environment.

Workaround: None required.; The topology service will try to connect to the Cassandra datastore again, and will succeed once Cassandra is up and running.