Startup and UI troubleshooting

See the following information to troubleshoot issues occurring when launching the application.

Chrome extension display issues on Story Topology page

When displaying the details for a listed event in the Resolution Hub using the Chrome browser, the resizing of the page may cause screen errors.

This is caused by the MEGA Secure Cloud Storage and Chat Chrome browser extension.
Workaround
Remove the MEGA Secure Cloud Storage and Chat extension.

Browser certificate failure (Internet Explorer and Edge only) (on-prem and OCP)

When opening an Agile Service Manager UI page in DASH using Internet Explorer or Edge, a browser certificate failure can occur. If this happens, install the Agile Service Manager root certificate manually.
  1. Copy the root certificate (asm-ca.crt) from the following location on the Agile Service Manager server, then save it locally:
    /opt/ibm/netcool/asm/security/
    Tip: To obtain the root certificate using Firefox:
    1. Open the Firefox browser and log into DASH.
    2. While logged into DASH, open a new browser tab and navigate to https://asm-ui-host, where 'asm-ui-host' is the host name of the server running the nasm-ui container.
      The Agile Service Manager 'About' page will be displayed.
    3. Click the padlock icon in the browser address bar.
    4. Click Show Connection Details > More Information > View Certificate to display the certificate dialog.
    5. Click Details, then select the ASM CA item.
    6. Click Export, and then save the root CA certificate as a local file.
  2. On your local Windows machine, locate the Agile Service Manager root certificate using File Explorer, open the context (right-click) menu, then click Install Certificate.
    The Import wizard will be displayed.
  3. For the Store Location, select This Machine, then click Next.
  4. Select Place all certificates in the following store, then browse to choose Trusted Root Certification Authorities.
  5. Click Next and Finish.
The next time you open an Agile Service Manager UI page in DASH using Internet Explorer or Edge, the page should load successfully.

Cassandra database startup issue (on-prem)

During startup, the topology service attempts to connect to the Cassandra datastore before it has fully started, thereby causing an error message such as the following:

ERROR [14:11:07.330] [main] c.i.i.t.g.ConnectionManager - Unexpected Throwable caught creating TitanGraphjava.lang.IllegalArgumentException: Could not instantiate implementation: com.thinkaurelius.titan.diskstorage.cassandra.astyanax.AstyanaxStoreManager

Permissions of data and logs directories can result in Agile Service Manager not coming up cleanly with some services continually restarting, e.g. if you delete the directories and then restart without the right environment.

Workaround
None required.
The topology service will try to connect to the Cassandra datastore again, and will succeed once Cassandra is up and running.

(On-prem only:) Certificate for asm-nginx system component expires

If your on-prem Agile Service Manager deployment has been running for a long time (for example, several years), the Nginx certificate may expire. If this happens, access to all other Agile Service Manager micro-services will be suspended.

Workaround
Reinstall the nasm-nginx component:
  1. Stop Agile Service Manager: 
    $ASM_HOME/bin/asm_stop.sh
  2. To create a backup, rename all the Nginx items in the security directory ($ASM_HOME/security/asm-nginx.*):
    mv $ASM_HOME/security/asm-nginx.* <backup_folder>
  3. Remove nasm-nginx using the yum remove command: 
    sudo yum remove nasm-nginx
  4. Install nasm-nginx again using the yum install command: 
    sudo yum install nasm-nginx<version>.rpm
  5. Start the Agile Service Manager: 
    $ASM_HOME/bin/asm_start.sh