Troubleshooting Avaya Aura® System Manager 6.2

Troubleshooting Avaya Aura System
Manager
Release 6.2
Issue 1.0
March 2012
2012 Avaya Inc.
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Troubleshooting Avaya Aura System Manager

Comments? [email protected]
March 2012
Contents
Chapter 1: Overview........................................................................................................... 5
Chapter 2: Launching errors.............................................................................................. 7
System Manager Web console fails to open............................................................................................. 7
Proposed solution..................................................................................................................................... 7
Chapter 3: Alarm errors...................................................................................................... 9
Alarms fail to reach ADC through SAL Gateway...................................................................................... 9
System Manager generates hundreds of alarms...................................................................................... 10
Proposed Solution..................................................................................................................................... 10
Chapter 4: System Platform errors.................................................................................... 13
System Platform fails to detect the short hostname prior to template install............................................ 13
Chapter 5: Certification errors........................................................................................... 15
System Manager does not support third-party certificates........................................................................ 15
Chapter 6: Bulk import and export errors......................................................................... 17
Import utility fails to import the users of specific time zone....................................................................... 17
Chapter 7: Miscellaneous errors....................................................................................... 19
Authentication of the LDAP user to System Manager fails....................................................................... 19
Chapter 8: Element Manager errors.................................................................................. 21
Removed Communication Manager reappears on the System Manager Web Console........................... 21
Deletion of Communication Manager from RTS fails................................................................................ 22
Index..................................................................................................................................... 25
March 2012
March 2012
Chapter 1: Overview
The section provides detailed information to help you resolve issues with Avaya Aura System Manager.
The troubleshooting section is intended for those who use System Manager to maintain, manage, and
service Avaya applications and systems.
Some of the Avaya adopting products that System Manager currently supports:
Avaya Aura Session Manager
Avaya Aura Presence Services
Avaya Aura Communication Manager
Avaya B5800 Branch Gateway
Avaya Aura Call Center Elite
Avaya Aura Contact Center
CS 1000
March 2012
Overview

March 2012
Chapter 2: Launching errors
System Manager Web console fails to open

Symptoms that
identify the issue
System Manager Web console fails to open and does not display
any error.
Cause of the issue
If you log in to the System Manager from the Web console when the
CND service is not running, the log-in page fails to open and displays
an error message.
Proposed solution
Procedure
1. To start the CND service, enter service cnd start.
2. To start the jboss service, enter service jboss start.
Tip:
If you run the init 6 command, the system starts all services including CND.
March 2012
Launching errors

March 2012
Chapter 3: Alarm errors
Alarms fail to reach ADC through SAL Gateway

Symptoms that
Alarms fail to reach ADC through SAL Gateway. However, events log in
identify the issue System Manager displays the generation of alarms.
Cause of the
issue
When you configure System Manager as Managed Element for SAL

Gateway, the system displays the following error message:
Latest SAL model for System Manager is not pushed on
this System Platform box, current model shows as
SystemMgr_2.0.0.1 As a result, you fail to enable the
Alarm option.
Related topics:
Proposed solution on page 9
Proposed solution
Procedure
1. Through the command prompt interface (CLI), log on to the Console Domain (Cdom) of System Platform.
2. At the command prompt, enter the following commands:
cd /opt/avaya/SAL/gateway/upgradeScripts
/upgradeSALModels.sh
The system populates the latest models. SAL Gateway automatically reflects the
Solution Element Identifiers (SEID) attached to the latest model.
3. Configure System Manager as managed element for SAL Gateway.
Alarms start flowing to ADC from System Manager.
March 2012
Alarm errors
System Manager generates hundreds of alarms

Symptoms
that identify
the issue
The sys_ConfRefreshConfig job fails with the following errors in the jboss
server.log:
- A scheduled job failed to execute. Please see logs for more details.
- Illegal Argument Exception: Lookup is incorrect. Reason :
javax.naming.NameNotFoundException: conferencing-ear-6.0.0.0.267 not
bound
Cause of the
issue
.
- Mismatch of version in the conferencing-ear file
- If any SSL negotiation error occurs, the system logs any further database
queries in the postgres log files that causes the current issue.
- If the system is a 6.0.x upgraded setup, mismatch of JNDI name between
the scheduler and Conferencing.
Related topics:
Proposed Solution on page 10
Proposed Solution
If you do not have the Conferencing solution deployed in your environment, disable the job to
stop the logs or alarms.
About this task

Use this procedure to disable a scheduled job:
Procedure
1. Log on to the System Manager Web Console as a user that has privileges to make
changes on the Scheduler Web page. For example, admin.
2. Click Monitoring > Scheduler.
3. Click Pending Jobs and look for sys_ConfRefreshConfig.
The system schedules the sys_ConfRefreshConfig job to run once per minute. If
you do not find this job in the list of pending jobs, it means the job is disabled.
4. Check the status of the sys_ConfRefreshConfig job in the Job Status column. If
the status is enabled, select the job and click More Actions > Disable.
10

March 2012
Proposed Solution
The system disables the sys_ConfRefreshConfig job.

5. If you do not find the job on the Pending jobs page, click Completed jobs and
search for the job. Verify if the job is in disabled state. If the job is still in enabled
state, repeat Step 4.
You must disable any on-demand jobs created for sys_ConfRefreshConfig from
both the pending jobs and the completed jobs list.
6. If the system does not open the Completed jobs page due to the stale entries:
a) To delete the entries, enter the following command on the avmgmt database:
DELETE FROM Sched_Job_Status jobStatus WHERE
jobStatus.status_Id NOT IN( SELECT status.status_Id FROM
Sched_Jobs jobs , Sched_Job_Status status WHERE
jobs.job_Id = status.job_Id AND status.end_Time_Stamp =
(SELECT MAX(st.end_Time_Stamp) FROM Sched_Job_Status st
WHERE st.exit_Status NOT IN (0,1) AND jobs.job_Id =
st.job_Id GROUP BY st.job_Id )) AND jobStatus.exit_Status
NOT IN (0,1)
b) To verify the number of times the job gets executed, run the following query:
SELECT count(*) from sched_job_status;
Verify that the value of the count is less. The completed jobs displays the list of
all jobs that includes ConfRefreshConfig. If the ConfRefreshConfig job is in
disabled state, enable the job and allow the job to run twice.
The system stops the generation of alarms related to ConfRefreshConfig.
Related topics:
System Manager generates hundreds of alarms on page 10
March 2012
11
Alarm errors
12

March 2012
Chapter 4: System Platform errors
System Platform fails to detect the short hostname prior to

template install
Symptoms that After the installation of the System Manager template from the System
identify the issue Platform Web Console, the template installation rolls back.
Cause of the
issue
In System Manager 6.1, you must enter only the FQDN as the hostname.
However, you can still enter the short name in the hostname field. After
you install the System Manager template using the System Platform Web
Console, System Manager runs a post install script for validation. The
script delays by 30 minutes or fails to recognize the shortname for the
Hostname field. As a result, the template installation rolls back.
Related topics:
Proposed Solution
Procedure
1. Open the SystemManager.ovf file from the build location.
2. To detect the short hostnames prior to the System Manager template installation,
add an XML attribute to the OVF templates in System Platform for template fields
similar to the following:
<ovf:Property ovf:key="smgr.hostname" ovf:type="string"
ovf:qualifiers="MinLen(1)"
ovf:def-value="" ovf:userConfigurable="true"
ovf:requirefqdn="true" or ovf:requireip="true" or generic
attribute=---- >
<ovf:Description>Hostname: System Manager FQDN</ovf:Description>
</ovf:Property>
System Platform detects the use of shortnames in the fields before the System
Manager post install script validates.
March 2012
13
System Platform errors
3. In the SystemManager.ovf file, change the checksum, sha1sum and update the
sha1sum_report.txt file in the build location.
System Manager captures the new parameters and uses them in the post install
script for validation.
14

March 2012
Chapter 5: Certification errors
System Manager does not support third-party certificates

Symptoms that identify the issue System Manager does not support third-party trust
certificates.
Related topics:
Proposed solution
Before you begin
Obtain the certificate that has the System Manager hostname as CN, and signed by the
third-party Certificate Authority (CA).
If required, store the third-party certificate and subordinate CA certificates in a PKCS#12
container with the corresponding private key.
About this task

To install and use the third-party certificate for System Manager Web interface, perform the
following high level steps:
Procedure
1. Replace the System Manager Web server certificate with a third-party certificate.
2. Update the trust stores for internal services, clients, or managed elements with thirdparty root and subordinate CA certificate.
For more information, see Application notes for supporting third-party certificate in
Avaya Aura System Manager 6.1 on the Avaya Support Site at http://
support.avaya.com.
March 2012
15
Certification errors
16

March 2012
Chapter 6: Bulk import and export errors
Import utility fails to import the users of specific time zone

Symptoms that
identify the issue
Using the import utility, when you import the users with the (+01:00)
Amsterdam, Berlin, Rome, Belgrade, Prague, Brussels, Sarajevo time
zone, the system fails to import the user data.
Cause of the issue Bulk import feature does not take the timezone string that the User
Management page displays. Also, the bulk import feature expects the
timezone offset information to be present for the timezone attribute in
import XML file.
Related topics:
Proposed solution
The system does not display the timezone information of the user that you import on the User
View profile page. Therefore, for each imported user, you must manually update the timezone
information.
Before you begin

Log on to the System Manager Web Console.
Import the user data.
To import the user data, click Users > User Management > Manage Users and click
More Actions > Import Users.
Procedure
To successfully import the users, perform one of the following procedures:
Click Users > User Management > Manage Users and perform the following:
i. Select the user and click View.
March 2012
17
Bulk import and export errors
ii. On the User Profile View page, ensure that the timezone offset
information in the Time Zone field. For example, (+01:00) Amsterdam,
Berlin, Rome, Belgrade, Prague, Brussels, Sarajevo.
For each user, in the import XML file, remove the timeZone attribute tag. For
example, remove:
<timeZone>(+01:00) Amsterdam, Berlin, Rome, Belgrade, Prague, Brussels,
Sarajevo</timeZone>
18

March 2012
Chapter 7: Miscellaneous errors
Authentication of the LDAP user to System Manager fails

Symptoms that
identify the issue
Authentication of the LDAP user to System Manager fails.
Cause of the issue
The customer LDAP has login names with DN in the format,

cn=<loginname>,oc=<oc-value>,dc=<dc-value>,dc=<dcvalue>. The login name does not have the domain information.
Related topics:
Proposed solution
Using the Subject Mapping table, you can map an LDAP user to a System Manager user.
Therefore, System Manager authenticates the LDAP username without @domain and then
maps to the correct user in System Manager.
Before you begin

Obtain the System Manager login name and the corresponding identities.
Log on to System Manager.
Procedure
1. To map the users in the User Management and the LDAP, enter the user name in
the CSSecurityIdentity table.
2. To populate the CSSecurityIdentity table, use the bulk import functionality as
shown in the sample XML file.
<?xml version="1.0" encoding="UTF-8"?>
<delta:deltaUserList xmlns:delta="http://xml.avaya.com/schema/
deltaImport" xmlns:tns="http://xml.avaya.com/schema/import"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://xml.avaya.com/schema/deltaImport
userdeltaimport.xsd ">
<delta:userDelta>
<loginName>[email protected]</loginName>
March 2012
19
Miscellaneous errors
<securityIdentity>
<identity>janedoe</identity>
<realm>admin</realm>
<type>principalname</type>
</securityIdentity>
</delta:userDelta>
</delta:deltaUserList>
20

March 2012
Chapter 8: Element Manager errors
Removed Communication Manager reappears on the

System Manager Web Console
Symptoms that Communication Manager that was removed earlier, reappears on the
System Manager Web Console.
identify the
issue
Cause of the
issue
In System Manager, the problem occurs when:

a. Two Communication Manager systems with the same name exists.
b. Out of the two Communication Manager systems, you manually add
one system and the other system gets added from Elements >
Inventory > Inventory Management > Discovery.
c. You remove the two Communication Manager systems.
The system removes the entry of Communication Manager from
Elements > Inventory > Manage Elements. However, System
Manager still displays the two Communication Manager voice systems
on the Elements > Inventory > Synchronization > Communication
System page.
Related topics:
Proposed Solution
Assume the IPTCM database has two entries of Communication Manager systems with
rtsappids 50 and 100. Use this procedure to remove the Communication Manager system with
the rtsappid 100 and reinstate the entry of the legitimate Communication Manager with rtsappid
50.
March 2012
21
Element Manager errors
Procedure
1. To set the rtsappid to null and the name to any arbitrary value for Communication
Manager that has rtsappid 100, run the following query:
update ipt_cm set cmname='ABC',rtsappid= null where id = 100;
2. To modify the IP addresses in the ipt_cm_conn table, run the following query:
update ipt_cm_conn set ipaddress1='1.1.1.1' , ipaddress2='1.1.1.1' where
id = 100;
3. To run the maintenance job for Communication Manager, on the System Manager
Web Console, click Services > Scheduler > Pending Jobs.
The system removes the entry cm_id=100 from the tables ipt_cm and
ipt_cm_conn.
4. To add the entry of the Communication Manager system again, from Runtime
Topology System (RTS), provide the IP address and the name of the legitimate
Communication Manager system.
Note:
If the details you enter does not match with the legitimate Communication
Manager, the system adds a new entry for the Communication Manager in the
ipt_cm table.
5. To retrieve the ID of Communication Manager that you entered in step 4, from the
rts_applicationsystem table, run the following query:
select id,name from rts_applicationsystem;
The Communication Manager ID is the rtsappid for the ipt_cm table.

6. To update the rtsappid in the ipt_cm table with the ID you retrieved from the previous
step, run the following query:
update ipt_cm set rtsappid=? where id = 50;
Verify if the synchronization is working for Communication Manager.

The system modifies the rtsappid for Communication Manager.
Deletion of Communication Manager from RTS fails

Symptoms that
identify the issue
Deletion of Communication Manager from Runtime Topology System

(RTS) fails if the Communication Manager system is part of an Uniform
Dialing Plan (UDP) Group.
Cause of the issue When you attempt to delete Communication Manager from RTS, the
system checks for the resource name UDP Group instead of
UDP_Group. If the system fails to find UDP_Group, Communication
Manager does not get deleted from RTS.
22

March 2012
Proposed solution
Related topics:
Proposed solution
Procedure
1. On the System Manager Web Console, click Elements > Inventory.
2. In the left navigation pane, click Manage Elements.
3. To delete Communication Manager from RTS that is part of a UDP group:
a) Select the check box for the Communication Manager system that has the Type
field set to UDP_Group.
You set the Type field to UDP_Group from Users > Groups & Roles on the
Group management page.
b) Click Delete.
Note:
Do not search for the GLS Group UDP Group.
March 2012
23
Element Manager errors
24

March 2012
Index
A
to System Manager fails ......................................19

legal notice ...................................................................2
Alarms fail to reach ADC through SAL .........................9

alarms fail to reach ADC through SAL Gateway ..........9
Authentication of the LDAP user to System Manager fails
.......................................................................19
C
Communication Manager ......................................21, 22
reappears after its removal from as managed
element ..............................................21, 22
proposed solution ..................7, 10, 13, 15, 17, 19, 22, 23

unable to access the System manager Web console
...................................................................7
proposed solution for LDAP user authentication failure 19
R
Removed Communication Manager .....................21, 22
reappears on the System Manager Web Console ...
21,
22
delete Communication Manager from RTS that is part of

UDP .........................................................22, 23
SAL Gateway ...............................................................9

alarms fail to reach ADC ........................................9
System Manager ...............................................5, 10, 15
does not support third-party certificates ...............15
generates hundreds of alarms .............................10
System Manager does not support third-party certificates
.......................................................................15
System Manager fails to detect the short hostname 10, 13
System Manager troubleshooting ................................5
System Manager Web console fails to open ................7
F
fails to detect the short hostname ..............................13
H
hundreds of alarms generated ...................................10
T
I
troubleshooting .............................................................5
import utility fails to import the users of specific time zone

.......................................................................17
Unable to access System Manager Web console ........7

Unable to access the System Manager Web console ..7
Unable to delete Communication Manager from RTS . . .
22,
23
LDAP user authentication ...........................................19
March 2012
25

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Troubleshooting Avaya Aura System

2012 Avaya Inc.

All Rights Reserved.

Avaya provides a limited warranty on its Hardware and Software

different number of licenses or units of capacity is specified in the

Toll fraud is the unauthorized use of your telecommunications system

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Chapter 2: Launching errors

System Manager Web console fails to open

Cause of the issue

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Chapter 3: Alarm errors

Alarms fail to reach ADC through SAL Gateway

When you configure System Manager as Managed Element for SAL

Troubleshooting Avaya Aura System Manager

System Manager generates hundreds of alarms

About this task

Troubleshooting Avaya Aura System Manager

The system disables the sys_ConfRefreshConfig job.

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Chapter 4: System Platform errors

System Platform fails to detect the short hostname prior to

Troubleshooting Avaya Aura System Manager

System Platform errors

Troubleshooting Avaya Aura System Manager

Chapter 5: Certification errors

System Manager does not support third-party certificates

About this task

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Chapter 6: Bulk import and export errors

Import utility fails to import the users of specific time zone

Before you begin

Troubleshooting Avaya Aura System Manager

Bulk import and export errors

Troubleshooting Avaya Aura System Manager

Chapter 7: Miscellaneous errors

Authentication of the LDAP user to System Manager fails

Authentication of the LDAP user to System Manager fails.

Cause of the issue

The customer LDAP has login names with DN in the format,

Before you begin

Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura System Manager

Chapter 8: Element Manager errors

Removed Communication Manager reappears on the

In System Manager, the problem occurs when:

Troubleshooting Avaya Aura System Manager

Element Manager errors

The Communication Manager ID is the rtsappid for the ipt_cm table.

Verify if the synchronization is working for Communication Manager.

Deletion of Communication Manager from RTS fails

Deletion of Communication Manager from Runtime Topology System

Troubleshooting Avaya Aura System Manager