Installation and configuration troubleshooting

Learn about installation and configuration troubleshooting.

This section provides tables that show solutions for the following types of installation, configuration, and uninstallation problems:

Operating system problems
Problems with database applications

Table 1. Problems and solutions for installation and configuration for agents that run on UNIX and Linux systems
Problem	Solution
After installing IBM Tivoli Monitoring 6.2.3 fix pack 1 and then installing the DB2 agent you attempt to run the following command `./cinfo -t ud` This results in an error message containing the following line: `grep: can't open jraix523.ver`	There is currently no solution to this problem at this time.
When you upgrade to IBM® Tivoli® Monitoring, you might need to apply fix packs to Candle, Version 350, agents.	Fix packs for Candle, Version 350, are delivered as each monitoring agent is upgraded to IBM Tivoli Monitoring. Important: The IBM Tivoli Monitoring download image or CD provides application fix packs for the monitoring agents that are installed from that CD (for example, the agents for operating systems such as Windows, Linux®, UNIX, and i5/OS). The upgrade software for other agents is located on the download image or CDs for that specific monitoring agent, such as the agents for database applications. If you do not upgrade the monitoring agent to IBM Tivoli Monitoring, the agent continues to work. However, you must upgrade to have all the functionality that IBM Tivoli Monitoring offers.
Presentation files and customized OMEGAMON® DE screens for Candle monitoring agents need to be upgraded to a new Linux on z/Series system.	The upgrade from version 350 to IBM Tivoli Monitoring handles export of the presentation files and the customized OMEGAMON DE screens.
The following message is displayed in the installation log for some Windows agents when upgrading from Tivoli OMEGAMON V350: `<REPLACELINE> Pair missing 1=[KBB_RAS1=ERROR] no 2, skipped.`	There is no workaround. The previous value of KBB_RAS1 from the OMEGAMON V350 agent is used, preserving prior customer settings for this variable. The problem has no adverse effect on the installation or subsequent operation of the monitoring agent .
Non-ASCII characters entered into the configuration window for the monitoring agent do not show up or are not the correct characters.	Enter only ASCII characters into these fields.
During the command-line installation, you choose to install a component that is already installed, and you see the following warning: `WARNING - you are about to install the SAME version of "component"` where component is the name of the component that you are attempting to install. Important: This problem affects UNIX and Linux command-line installations. If you monitor only Windows environments, you see this problem if you choose to install a product component (for example, a monitoring server) on a UNIX or Linux system.	You must exit and restart the installation process. You cannot return to the list where you selected components to install. When you run the installer again, do not attempt to install any component that is already installed.
While installing the agent from a CD, the following message is displayed and you are not able to continue the installation: `install.sh warning: unarchive of "/cdrom/unix/cienv1.tar" may have failed`	This error is caused by low disk space. Although the install.sh script indicates that it is ready to install the agent software, the script considers the size of all tar files, not the size of all the files that are contained within the tar file. Run the df -k command to check whether the file systems have enough space to install agents.
You see an error similar to the following example: `db2inst3@aix7%> ./bin/itmcmd agent -o db2inst3 start ud CandleAgent : installer level 400 / 100. find: 0652-023 Cannot open file /home/ITM/images. find: 0652-023 Cannot open file /home/ITM/images. find: 0652-023 Cannot open file /home/ITM/images. find: 0652-023 Cannot open file /home/ITM/images. CandleAgent : running aix513 jre. Starting agent... Agent Started... db2inst3@aix7%>`	When the product has been installed using the root user account, you can change from the root user account to a different user account without re-installing the product. Use the CHMOD command to update the privileges for specific directories in the installation path for IBM Tivoli Monitoring. For example, you might use the root user account to install the DB2® agent and attempt to run the agent as the DB2 instance owner. Important: The error (in the "Problem" column) is occurring only for the `images` directory. The DB2 agent runs correctly, in spite of the error message. To avoid getting the `Cannot open file...` message, run the `chmod -R 755 directory` command, where directory is the directory specified in the error.
Cannot locate the KDCB0_HOSTNAME setting.	Go to `install_dir/config` and edit the corresponding .ini file. Set the KDCB0_HOSTNAME parameter followed by the IP address. If you use multiple network interface cards (NICs), give the Primary IP address of the network interface.
The Db2 agent repeatedly restarts.	You can collect data to analyze this problem as follows: Access the `install_dir/config/ud.ini` file, which is described in Setting RAS trace parameters. Add the following line: `KBB_SIG1=trace -dumpoff`
Agents in the monitoring environment use different communication protocols. For example, some agents have security enabled and others do not.	Configure both the monitoring server and the Warehouse Proxy server to accept multiple protocols, as described in the IBM Tivoli Monitoring Installation and Setup Guide.
Creating a firewall partition file: The partition file enables an agent to connect to the monitoring server through a firewall.	How it works: When the agents start, they search KDCPARTITION.TXT for the following matches: An entry that matches the partition name OUTSIDE An entry that also includes a valid external address. For more information, see the IBM Tivoli Monitoring Installation and Setup Guide.
You see the following error: `Hub not registered with location broker. Error-code 1195.`	Confirm that the password within the Tivoli Enterprise Monitoring Server is correct.
The DB2 agent is started and running but not displaying data in the Tivoli Enterprise Portal.	Confirm that application support for this monitoring agent has been added to the Tivoli Enterprise Monitoring Server, and confirm that you have configured the Tivoli Enterprise Portal Server as described in the IBM Tivoli Monitoring Installation and Setup Guide. Also, see Exploring IBM Tivoli Monitoring to learn about overall installation and configuration issues.
You successfully upgraded from an OMEGAMON monitoring agent to IBM Tivoli Monitoring, Version 6.2.0. However, when you configure historical data collection, you see an error message that includes, `Attribute name may be invalid, or attribute file not installed for warehouse agent`.	Copy the attribute files (kud.atr) for the upgraded monitoring agent to the `install_dir/tables/TEMS_name/ATTRLIB` directory on the computer where you have installed the Warehouse Proxy agent. The Warehouse Proxy agent must be able to access the short attribute names for tables and columns. That way, if the longer versions of these names exceed the limits of the Warehouse database, the shorter names can be substituted.
The DB2 agent does not start in a non-ASCII environment.	Check the agent configuration to ensure that all the values are correctly represented. To view these parameters, go to the Manage Tivoli Enterprise Monitoring Services window, select the agent template, and choose the Configure using defaults. From the resulting window, select and edit the database instance to view its parameters.
Text for configuration functions is displayed in English instead of native languages when installing and configuring the DB2 agent. For example, when using the itmcmd config command on a UNIX or Linux system.	None. You must complete configuration of the DB2 agent using English.
The system is experiencing high CPU usage.	Agent process: View the CPU usage of the kuddb2 process on a UNIX or Linux system. If CPU usage seems to be excessive, recycle the DB2 agent. Network Cards: The network card configurations can decrease the performance of a system. Each of the stream of packets that a network card receives (assuming it is a broadcast or destined for the under-performing system) must generate a CPU interrupt and transfer the data through the I/O bus. If the network card in question is a bus-mastering card, work can be off-loaded and a data transfer between memory and the network card can continue without using CPU processing power. Bus-mastering cards are generally 32-bit and are based on PCI or EISA bus architectures.
You successfully upgraded from an earlier version ofMonitoring Agent for Db2 to IBM Tivoli Composite Application Manager Agent for DB2 , Version 6.2.2. However, in the History Collection Configuration window, the names of the attribute groups that you enabled historical data collection with the earlier version changed to the following format: `KUD00_tablename`.	Move your mouse to the name of an attribute group, and the fly-over text displays the attribute group name. You can rename these attribute groups using the Name field.

Table 2. Problems and solutions for installation and configuration on Windows
Problem	Solution
When you upgrade to IBM Tivoli Monitoring, you might need to apply fix packs to Candle, Version 350, agents.	Fix packs for Candle, Version 350, are delivered as each monitoring agent is upgraded to IBM Tivoli Monitoring. Important: The IBM Tivoli Monitoring download image or CD provides application fix packs for the monitoring agents that are installed from that CD (for example, the agents for operating systems such as Windows, Linux, UNIX, and i5/OS). The upgrade software for other agents is located on the download image or CDs for that specific monitoring agent, such as the agents for database applications. If you do not upgrade the monitoring agent to IBM Tivoli Monitoring, the agent continues to work. However, you must upgrade to have all the functionality that IBM Tivoli Monitoring offers.
Presentation files and customized OMEGAMON DE screens for Candle monitoring agents need to be upgraded to a new Linux on z/Series system.	The upgrade from version 350 to IBM Tivoli Monitoring handles export of the presentation files and the customized OMEGAMON DE screens.
Diagnosing problems with product browse settings.	When you have problems with browse settings, perform the following steps: Click Start > Programs > IBM Tivoli Monitoring > Manage Tivoli Monitoring Services. The Manage Tivoli Enterprise Monitoring Services window is displayed. Right-click the Windows agent and select Browse Settings. A text window is displayed. Click Save As and save the information in the text file. If requested, you can forward this file to IBM Software Support for analysis.
A message similar to "Unable to find running CMS on CT_CMSLIST" in the log file is displayed.	If a message similar to "Unable to find running CMS on CT_CMSLIST" is displayed in the Log file, the agent is not able to connect to the monitoring server. Confirm the following points: Is the computer that hosts the monitoring server running and connected to the network? Do multiple network interface cards (NICs) exist on the system? If multiple NICs exist on the system, find out which one is configured for the monitoring server. Ensure that you specify the correct host name and port settings for communication in the IBM Tivoli Monitoring environment.
The system is experiencing high CPU usage.	Agent process: View the CPU usage of the KUDCMA process on Windows systems. If CPU usage seems to be excessive, recycle the DB2 agent. Network Cards: The network card configurations can decrease the performance of a system. Each of the stream of packets that a network card receives (assuming it is a broadcast or destined for the under-performing system) must generate a CPU interrupt and transfer the data through the I/O bus. If the network card in question is a bus-mastering card, work can be off-loaded and a data transfer between memory and the network card can continue without using CPU processing power. Bus-mastering cards are generally 32-bit and are based on PCI or EISA bus architectures.
Text for configuration functions is displayed in English instead of native languages when installing and configuring the DB2 agent. For example, when using the Manage Tivoli Enterprise Monitoring Services GUI on a Windows system.	None. You must complete configuration of the DB2 agent using English.
You successfully upgraded from an OMEGAMON monitoring agent to IBM Tivoli Monitoring, Version 6.2.0. However, when you configure historical data collection, you see an error message that includes, `Attribute name may be invalid, or attribute file not installed for warehouse agent`	Copy the attribute files (kud.atr) for the upgraded monitoring agent to `install_dir\tmaitm6\attrlib` on the computer where you have installed the Warehouse Proxy agent. The Warehouse Proxy agent must be able to access the short attribute names for tables and columns. That way, if the longer versions of these names exceed the limits of the Warehouse database, the shorter names can be substituted.
You successfully upgraded from an earlier version of Tivoli Composite Application Manager Agent for DB2 to Tivoli Composite Application Manager Agent for DB2 , Version 6.2.2. However, in the History Collection Configuration window, the names of the attribute groups that you enabled historical data collection with the earlier version changed to the following format: `KUD00_tablename`.	Move your mouse to the name of an attribute group, and the fly-over text displays the attribute group name. You can rename these attribute groups using the Name field.
When the DB2 agent is installed using group deployment, DB2 deploygroup was run multiple times. The group deployment starts and completes successfully, but there were multiple entries in the Deploy Status Summary workspace on the Tivoli Enterprise Portal. When the command tried to install multiple times, the additional installations were queued and then were in failed state though the agent was deployed successfully. Note: When the bundle group contains a single bundle and the deploy group contains more than one member (managed system of the same type as AIX or Linux), the deployment is successful on both systems. When the bundle group contains more than one bundle and the deploy group contains single or multiple members, the deployment will be executed on each group member (managed system) depending on the members present in the bundle group and deploy group. The command creates a transaction for each XX bundle for each target system; the bundle matching the operating system for the deployment member is processed successfully; and remaining transactions were in a queued or failed state	There is no solution at this time.

The following table shows problems and solutions for the Db2 agent.

Table 3. Problems and solutions for installation and configuration of the Db2 agent
Problem	Solution
ITM6.2.3 adds a new functionality for Automatic Agent support files Data Synchronization called Self Describing Agent (SDA). This automatic product support installation feature helps to eliminate errors that might occur from the inconsistent installation of application data on the IBM Tivoli Monitoring server. It also avoids the need to recycle the hub Tivoli Enterprise Monitoring Server, Tivoli Enterprise Portal Server, or remote Tivoli Enterprise Monitoring Server to perform a product installation. However when SDA is enabled certain situations available with the DB2 agent are no longer displayed and the DB2 node in the History Collection configuration is also no longer displayed.	Restart the Tivoli Enterprise Portal Server.
The installation of the self-describing agent feature fails when the DB2 agent V7.1 is installed alone.	Upgrade the following components that support SDA to V6.2.3: ax (IBM Tivoli Monitoring Shared Libraries), ue (Tivoli Enterprise Services User Interface Extensions), and ui (Tivoli Enterprise Services User Interface).
The procedure for launching the Db2 agent: Trace Parameters window in Setting RAS trace parameters fails.	This problem occurs when the trace options are missing from the configuration file. You can correct the problem by doing the following steps: Edit a text file with the following path name: On Windows systems: `install_dir\tmaitm6\logs\KUDRAS1` On UNIX and Linux systems: `/install_dir/config/ud.ini` Paste the following configuration setting in the file: On Windows systems: `KBB_RAS1=ERROR ^> C:\IBM\ITM\tmaitm6\logs\KUDRAS1.LOG` Remember: If you installed the product in a directory path other than the default, use that directory path instead of `C:\IBM\ITM`. On UNIX and Linux systems: `KBB_RAS1=ERROR` The default installation path on UNIX is `/opt/IBM/ITM`. Save your changes. Repeat the Setting RAS trace parameters procedure. Now the Tivoli Enterprise Monitoring Server: Trace Parameters window is displayed.
After running the agent successfully, you reinstall the agent software, and collection of monitoring data stops.	See the list of supported versions in the Installation and Configuration Guide for the agent. Confirm that you are running a valid version of the target application. If you are monitoring a supported version of the database application, gather log files and other information and contact IBM Software Support, as described in Table 1.
Error counts are displayed in the Alert summary report in the Tivoli Enterprise Portal, however, error messages are not displayed in the Alert detail report.	Check the time stamp for the reports. If you have set up historical data collection for Alert summary report, set up historical data collection for the Alert detail report, too.
An error window is displayed with the message `"Service executable not found. Cannot configure service."`	This problem occurs when non-ASCII characters are entered for the DB2 instance name. Delete the configured Tivoli Enterprise Monitoring Server instance and re-create an instance specifying an instance name with ASCII characters only.
After you add the agent bundle to the Tivoli Enterprise Monitoring Server, if the IBM Tivoli Composite Application Manager Agent for DB2 is still not listed in the Select a Monitoring Agent window.	Deploy the agent through the command line.

Table 4. General problems and solutions for uninstallation
Problem	Solution
On Windows systems, uninstallation of IBM Tivoli Monitoring fails to uninstall the entire environment.	Confirm that the following problems do not exist: Ensure that you are the only user who is logging into the computer where you are performing an uninstallation operation. If another user is performing operations during an uninstall process, the uninstall process fails. Be sure that you follow the general uninstallation process described in the IBM Tivoli Monitoring Installation and Setup Guide: Uninstall monitoring agents first, as in the following examples: Uninstall a single monitoring agent for a specific database. -OR- Uninstall all instances of a monitoring product, such as IBM Tivoli Monitoring for Databases. Uninstall IBM Tivoli Monitoring.
The way to remove inactive managed systems (systems whose status is OFFLINE) from the Navigator tree in the portal is not obvious.	Use the following steps to remove, but not uninstall, an offline managed system from the Navigator tree: Click the Enterprise icon in the Navigator tree. Right-click, and click Workspace > Managed System Status. Right-click the offline managed system, and select Clear offline entry. If you also want to uninstall the DB2 agent, use the procedure described in the IBM Tivoli Monitoring Installation and Setup Guide.
There is no configuration command or menu option to remove an instance of the Db2 agent that was created and configured on a UNIX or Linux system.	Use the following steps to delete an instance of the Db2 agent: Stop the DB2 agent. Open the install_dir directory. Open the config directory. Open the .ConfigData directory. Edit the kudenv file, removing all lines beginning with INSTANCE. Save the file, and exit.