Question & Answer
Question
MustGather : What files are required for troubleshooting probe problems on Windows
Cause
n/a
Answer
There are a number of common details and problem specific information that need to be collected when troubleshooting probe problems. Please refer the probe's Summary page to understand the type of probe being used.
Probe Target - EMS version details
Probe Supported On - Netcool\OMINbus and platforms
Requirements - product and fix pack dependencies
Connection Method - type of connection to the EMS
For all probes provide the probe and Netcool\OMNIbus version details:
The probe's version is given by;
%OMNIHOME%\probes\win32\nco_p_<probe> -version
Identify the version of Netcool\OMNIbus using listIU.cmd.
Confirm the version of the EMS or probe sources.
The files required for initial analysis of probe related problems are the debug log file and probe property file:
%OMNIHOME%\log\<probe>.log
%OMNIHOME%\probes\win32\<probe>.props
If you are using Process Control, include the nco_pa.conf file that runs the probe.
Additionally provide the Windows Operating System details when applicable:
· Windows version and service pack
· Additional user and system details
set > %OMNIHOME%\var\details.txt
tasklist >> %OMNIHOME%\var\details.txt
Send the resulting details.txt file [%OMNIHOME%\var\details.txt].
For rules file problems provide all related rules files:
%OMNIHOME%\probes\<arch>\<probe>.rules
%OMNIHOME%\probes\includes\*
%OMNIHOME%\probes\lookups\*
For an attempt to replicate a rules file problem, the Support engineer may also require;
· Recent ObjectServer tab files
· The ObjectServer’s property file
· An example probe raw capture file
· The ObjectServer's root user's login details
For Java based probes include details of the probes java files:
ls -al of %OMNIHOME%\probes > $OMNIOHME\var\java-details.txt
ls –Rl %OMNIHOME%\probes\java >> $OMNIOHME\var\java-details.txt
Note : Java based probes specify ‘probe-nonnative-base’ and ‘Jave Runtime Environment requirements’ in the Summary->Minimum requirements section of the probes manual.
For ObjectServer connectivity related problems include this information:
· %NCHOME%\ini\sql.ini
· ls –l %OMNIHOME%\var
· ObjectServer property file[s]
· Output of ‘nco_ping NCOMS’ or confirmation of a successful 'test' using the servers editor
For EMS connectivity problems:
· Check and confirm that the EMS log can be made available.
· For TCP\IP based EMS connections you may be required to provide TCP data, please check your system and confirm your sites security policy on providing this data. TCP data will only be requested when required and always needs to be provided alongside the probes debug log file.
TCP/IP data gathering
Wireshark allows local TCP/IP data to be collected and viewed.
Example : How to collect debug log data for probe start-up problems:
· Ensure that the log file is suitably sized [e.g. 100Mb]
MaxLogFileSize : 104857600
· Stop the probe under process control
· Remove the probes log file [%OMNIHOME%\log\<probe>.log]
· Start the probe from the command line as the normal probe user with the correct user environment
e.g.
%OMNIHOME%\probes\win32\nco_p_<probe> -propsfile %OMNIHOME%\probes\win32\<probe>.props -messagelevel debug
· Monitor the probes log file
· Wait until the problem is seen in the probes log file
· Stop the probe using control-c, if required
· Collect the probes debug log and other data.
MustGather Check list:
· version details
· debug log
additional logging
· property file
other probe configuration files
· %OMNIHOME%\var\details.txt
· rules file
lookup files
include files
· nco_pa.conf
· %OMNIHOME%\probes\java\*
· ObjectServer connectivity details
· Confirm the availability of additional information
Related Information
[{"Product":{"code":"SSSHTQ","label":"Tivoli Netcool\/OMNIbus"},"Business Unit":{"code":"BU053","label":"Cloud & Data Platform"},"Component":"Not Applicable","Platform":[{"code":"PF033","label":"Windows"}],"Version":"7.4.0;7.3.1;7.3.0","Edition":"Edition Independent","Line of Business":{"code":"LOB45","label":"Automation"}}]
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Document Information
Modified date:
17 June 2018
UID
swg21643313