Troubleshooting Electronic Service Agent

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Follow these general troubleshooting guidelines when monitoring Electronic Service Agent.

Set the Electronic Service Agent trace level

Working with IBM® Support to analyze the messages can help you diagnose problems. If the trace level is set to Severe or Error, you can change it to Warning or Information to gather more information about the problem. For more information, see the section Setting the trace level.

Migration from AIX 72 version to AIX 73H

Post migration from 72 version to 73H, ensure that Electronic Service Agent is activated and in running state. You can activate using below command:

/usr/esa/bin/activator -c -m 'Company name' -n 'Name of the contact person' -t 'Telephone number of the contact person' -e 'Email address (myuserid@mycompany.com)' -s 'Telephone number where the system is located' -r 'Street address where the system is located' -y 'City where the system is located' -a 'State or province where the system is located' -z 'Postal code where the system is located' -b 'Building, floor, and office of the system' -u 'Country or region where the system is located'

View the activity log to see if any problems are recorded

The activity log records the date and time of each event, along with a description of the problem or action performed.

It is available in the following log file: 
/var/esa/log/activity.log
Both successful and failed transactions are captured in the activity log.

Electronic Service Agent activation fails

Electronic Service Agent activation might fail due to any of the following reasons:
  1. Connectivity test fails - See section Testing connectivity to IBM
  2. Multiple Instances of ESA are running -
    1. To check whether there are any instances of ESA that are already running, run this command - ps -aef | grep esa.
    2. To stop the instances of ESA that are already running, run this command -kill -9 <<pid of ESA instance>>.
    3. Always use SMITTY for a smooth shutdown of ESA.
Note: If the problem is not still resolved, contact IBM support. For uploading the required information to IBM support for their further analysis, see the section Steps to run esaffdc command.

Issue with disk space

Use any of the following commands to increase the disk space for a particular file system:
  1. chfs -a size=<Size> <Filesystem path>. For example, to set the space of /var file system to 10 GB, chfs -a size=10GB /var.
  2. chfs -a size=+<Size> <Filesystem path>. For example, to increase the space for /usr file system by 6 GB, use the command - chfs -a size=+6 /usr.

Steps to run esaffdc command

Follow these steps to run the esaffdc command:
  1. Change the directory to /usr/esa/bin by using the command cd /usr/esa/bin.
  2. Run esaffdc command. This command generates a tar file in the esaffdc-ESAFFDC-mm-dd-yy.tar format in the folder /usr/esa/bin.
  3. Upload the generated file to IBM. For more information on uploading files to IBM, see section Steps to upload files to IBM.
Note: Root access is required to run these commands.

Steps to upload files to IBM

Follow these steps to upload files to IBM:
  1. Log onto ECuRep with the following URL : https://www.ecurep.ibm.com/
  2. Navigate to the Secure Upload page using this link: https://www.ecurep.ibm.com/app/upload_sf
  3. Provide the ticket number (Salesforce ticket number) and upload the logs.

Proxy Issue

If all your ESA transactions are failing, verify that the DNS is resolvable and the DNS is enabled for outbound communication.

Error Handling (For AIX Releases 73D and before)

This section provides common issue that may occur during the use of the application and the corresponding step to resolve it.

Error: If you encounter the following exception error in api.log file, please follow the solution provided below.
Cannot set up certs for trusted CAs or Jurisdiction policy files are not signed by trusted signers

Solution:
  1. Please take a backup of the /usr/java8_64/jre/lib/security directory.
  2. Now go to /usr/java8_64/jre/lib/security directory and remove the following files:-
    -r-xr-xr-x 1 bin  bin     2240 Mar 4 2025 US_export_policy.jar
    
-r-xr-xr-x 1 bin  bin     1834 Feb 4 2015 US_export_policy_56bit.jar
    
-r-xr-xr-x 1 bin  bin     2253 Mar 4 2025 local_policy.jar
    
-r-xr-xr-x 1 bin  bin     2304 Feb 4 2015 local_policy_56bit.jar
  3. After removing files, try activating Electronic Service Agent.