Troubleshooting Web Console issues

The following table describes possible reasons for occurrence and troubleshooting tips for issues that most frequently occur with the Control Center Director Web console.

The quickest way to troubleshoot broken interface elements, misbehaving blocks, and interactive functionality issues is to check the browser console to view errors. To access developer tools right-click anywhere on the web page and select Inspect Element from the context menu. Click Network tab to view further details.

Alternatively, browser developer tools can also be accessed for:

Mozilla Firefox via Menu>Web Developer >Network
Google Chrome via Menu>More tools>Developer Tools>Network
Microsoft Edge via F12> Developer Tools > Network tab

After opening the browser console, you can start looking for errors. Errors will be displayed differently in each browser, but generally will be color coded, labeled, or marked with an identifying icon. If you find an error, make sure to copy the error name, location, and line number.

Table 1. Troubleshooting Web Console issues
Issue	Possible Reason	Solution/Workaround
Licenses
Some Connect:Direct servers show up under Licenses view as Unconfigured	One possible reason could be that you have added a Connect:Server version that ICC Director does not support. Another possible reason could be that this Connect:Direct server is not configured to support ICC Director.	See compatibility matrix to find out IBM Connect:Direct versions compatible with ICC Director. See, Compatibility Matrix. Ensure that initparms that are used to automate license metrics collection from Connect:Direct for UNIX/Windows are set. See, Configuring IBM Connect:Direct support for Control Center Director.
Unable to edit/delete Server Groups from within the Licenses>Server Groups tab	Licensing view restricts users from editing server groups under the Server Groups tab in the left navigation pane.	To edit or delete a Server group, click Servers>All Groups tab and hover over Server group.
Server count displayed against an environment type tab such as Production (left navigation pane) does not match entries displayed in server listing by license type displayed in the pane on the right.	This could be possible because ICC Director records and displays server entry in the listing each time you restart a server.
Multiple entries for the same server in a environment type
No Licenses information displayed under the Licenses view	ICC Director collects licensing metrics from a Connect:Direct server which could be located on a different server. Time difference between the two should be considered based on UTC time and not local time.	Licensing view displays data by an offset from UTC that is, UTC+2:00
Servers
No Licenses information displayed under licenses tab in Servers>All Servers>View Server details	One possible reason could be that the licenses data is made available by an offset from UTC that is, UTC+2:00. Also, the licensing tab under Server details page is restricted to display licensing data for only the last 24 hours.	To view licensing metrics for a particular server go to Licenses>Production (any Environment type) and select a date from the date picker.
Timezone setting is already applied to the Connect:Direct server provided UTC offset.	This could be possibly because this Server is auto-discovered by ICC Director.
No value is populated in the Platform, Agent Port, Architecture, and CD Server Installation Location fields under the General tab in Servers>All Servers>View server details	It could be possible that the server details you are attempting to view are for a Connect:Direct server: that is not configured properly to relay Connect:Direct Server properties to ICC Director that was added via Web Console version that is not supported by ICC Director	Ensure that Connect:Direct servers in your deployment are configured to be dynamically discovered by Control Center Director See Configuring IBM Connect:Direct support for Control Center Director. Install/Upgrade to a Connect:Direct version that supports ICC Director. For more information see, see Compatibility Matrix.
Icon status next to the server name is displayed in orange	This implies that either the Connect:Direct Server or Agent is unavailable.
Server listing view is missing the Delete option in the overflow menu against a server entry	This is because you cannot delete a server while the Agent is still running.	Ensure that you decommission the Server and then attempt to delete it from the Server listing view.
Server listing view is missing the Start option in the overflow menu against a server entry	This is because you can start a server only when the Agent is still running and the Connect:Direct server is unavailable.
Bulk deploy option is missing when I check 'Select all' check box under Servers>All Servers listing view	This possibly occurred because the Connect:Direct servers: Were added via Web Console Server composition is not homogenous that is, they are running on different platform or architecture Version is not supported by ICC Director	Ensure that Connect:Direct servers in your deployment are configured to be dynamically discovered by Control Center Director Ensure that server/server groups selected are a homogenous set in terms of platform and architecture Install/Upgrade to a CD version that supports ICC Director. For more information see, see Compatibility Matrix
Delete option is missing when I check Select All check box under Servers>All Servers listing view	This is because you cannot delete a server while the Agent is still running.	Ensure that you decommission the Agent and then attempt to delete it from the Server listing view.
Deployments
No field data is populated under Server Group/Servers in Deployment>Deploy Job	One possible reason could be that upgrade is not supported for servers that are added via ICC Director Web Console Another possible reason could be that scheduling a Job to upgrade a server and/or server group is constrained by the Operating System and package version. Expected input for the following fields: Operating System: Should match the OS for servers being upgraded. Package Name: Should be a version higher than the current Connect:Direct server version.	Go to Deployments>Deploy Job and: Select a Package name with a higher/equal package version Enter an Operating Server type that matches the Server and/or Server Group being upgraded
Deploying a job returns the following error: `Package selected is not compatible with server(s) included in the selected server group(s`)	Scheduling a Job to upgrade a server and/or server group is constrained by the package version the system encountered a Package mismatch.	Go to Deployments>Deploy Job>Package Name. Select a higher/equal package version and click Deploy.
A scheduled upgrade job did not move into In-Progress state.	One possible reason could be that the system running ICC Director is out of sync with the server time. Other possible reason could be that because ICC Director picks scheduling jobs every minute, the Web Console has not displayed refreshed data.	Ensure that the time on system running ICC Director is in sync with your local time ICC Director Engine is up
A scheduled Job fails	One possible reason could be that the package was possibly deleted from the designated directory while the job was still In Progress state Another possible reason could be that Agent is down Another possible reason could be that the Server for which the upgrade job was scheduled was deleted after the job was scheduled.	Select another compatible package/Add a compatible package to the designated directory and schedule the job again Verify your Agent settings/configuration. For more information see, Configuring IBM Connect:Direct support for Control Center Director.
Connect:Direct packages do not show up under the Deployments tab.	View events related to packages in the event log files to isolate the issue. One possible reason could be Web Console is not displaying refreshed data. Auto sense feature enables ICC director to detect and process the packages after they are added/removed into the designated directory. It can take up to 15 minutes for the packages to show up under the Deployment view. Another possible reason could be that ICC Director was not configured correctly to define the directory where the Connect:Direct packages will be made available for auto-discovery. Another possible reason could be that the package name is not in the prescribed standard IBM format as downloaded from Fix Central. Another possible reason could be that you might have attempted to add a package that already exists in the designated directory possibly with a different name and/or same content. Packages once added to the designated folder cannot be replaced.	Administrators, note that auto sense scheduler is configured by default to run every 15 minutes. To change this value, modify `package.folderWatchDelayInSecs` parameter in `application.properties` See Configuring Control Center Director. Go to Fix Central Remove the old package first and replace it with the new package.
Users and Roles
User is unable to log into Web Console with correct ICC Director account credentials	User tried to access the ICC Director Web Console from an IP addresses other than the one that the user is designated to use and was configured by the Administrator.	Contact your administrator to find out your designated IP address as entered in Users and Roles>Create User>TCP IP address field.
ICC Director account is locked after consecutive failed login attempts	IP is locked out to provide protection against brute force login.	Attempt login again in 15 min (default). To configure the time duration that login attempts are blocked for modify `authentication.lockduration` in `application.properties`.
User is unable to log into Web Console using ICC Director account credentials (user ID).	One possible reason could be that the user is configured to authenticate using SEAS credentials (Users and Roles)>Use External Authentication (SEAS)	Attempt logging into the Web Console using SEAS credentials.
Account activation/password reset link-related
User did not receive an e-mail with password reset/Account activation link.	One possible reason could be that the user is trying to login using SEAS credentials. E-mails with account activation/password reset link are only sent if you login with a Control Center Director Account ID. Other possible reason could be that as a security consideration ICC Director does not display an error message when an incorrect account ID is entered by the user. The user assumes that the ID was validated, and an e-mail was sent. Another possible reason could be that your SMTP server configuration is incorrect.	Attempt password reset procedure with SEAS ID. Attempt password reset procedure with a correct ICC Director ID or contact your administrator. See Configuring Control Center Director.
Web Console won't display refreshed Connect:Direct server upgrade and maintenance data when its servers are set to be auto-discovered by ICC Director	One possible reason could be due to incorrect certificate-based configuration Make sure the OSA URL configured on Connect:Direct is same as ICC Director instance is using to track the Connect:Direct servers. It is recommended to not configure same Connect:Direct Server to work with multiple instances of ICC Director. This causes the Connect:Direct Server to be registered with multiple instances of ICC Director instances.	Verify Certificate-based authentication configuration Verify Certificate-based authentication configuration To download error logs for a failed upgrade job, go to: Deployments>All Jobs>View Job details> Click entry next to Failed field to display Failed pop-up>Click download button. Extract the log file to view contents. The log file could either be: 1. A single file that implies failure even before the upgrade started with details. 2. Multiple log files which implies that upgrade started but encountered an error. Look for following primary log file `_UpgradeByInstallAgent.log` that includes all OSAs sent during the upgrade. The last OSA records the upgrade status giving failure details with detailed information on where the error occurred and possible reasons that caused the error to occur. For further details on log files specific to Agent Upgrade issues, see `_UpgradeAgent_cdaiLog.log`. For Connect:Direct server upgrade issues, see `_Upgrade_cdaiLog.log`.