Troubleshooting the sensor

This topic describes common problems that occur with the zEnterprise® sensor and presents solutions for those problems.

Error during sensor authentication

Problem

The sensor fails when it tries to authenticate with the ECC, and the sensor status information contains the following error message:

CTJTD1541E Error during sensor authentication

Solution

If the problem is related to Secure Socket Layer (SSL) configuration, the zEnterprise sensor log contains the stack trace for a javax.net.ssl.SSLHandshakeException. Configure the SSL settings in the access details again. It is possible that a truststore was not uploaded previously, or that the truststore does not contain the right certificate for the ECC, or the truststore passphrase is incorrect.
If the problem is related to the ECC logon, the ECC logs contain one of the following messages:
```
CTGEZ0701E Authentication failed due to unknown user ID user_id.
CTGEZ0702E Authentication failed due to invalid password for user ID user_id.
CTGEZ0703E Authentication failed due to disabled user ID user_id.
CTGEZ0704E Authentication failed due to too many invalid logon attempts by user ID user_id.
CTGEZ0705E Authentication failed due expired password for user ID user_id.
```
The solution varies depending on the ECC log message found:
- Update the Data Collector access details by correcting the incorrect user name or password.
- Update the client configuration on the ECC:
  - Create a client
  - Enable the disabled client
  - Resume the client that has too many invalid logon attempts
  - Change the expired client password
If the problem is not related to SSL configuration or the ECC logon, verify that the Data Collector access details exist and that are not limited by scope. Create access details or change the scope on existing access details.

Error during parsing the ECC data

Problem

The sensor fails when it tries to parse data that is returned from the ECC, and the sensor status information contains the following error message:

CTJTD1542E The sensor failed when trying to parse data returned from the ECC

Solution: The ECC encountered an error. Check the ECC log files to determine the solution.

Cannot connect to the ECC because the ECC API version is not supported

Problem

The version of the ECC API is not supported by this version of the zEnterprise sensor. The sensor status information contains the following error message:

CTJTD1581E Could not connect to Enterprise Common Collector with 
hostname hostname because the Collector API version is not supported; 
supported api-major-version: supported_major_version; 
minimum supported api-minor-version: supported_minor_version; 
actual api-major-version: actual_major_version; 
actual api-minor-version: actual_minor_version

Solution: Upgrade the ECC or the zEnterprise sensor to a newer version.

The zEnterprise sensor does not run

Problem: The sensor cannot connect to the ECC, and the Ping sensor status information indicates that it stored 0 IP addresses in the database. Also, the Port sensor and the zEnterprise sensor do not run, or the Ping sensor and the Port sensor both run but the zEnterprise sensor does not.

Solution: If the Ping sensor indicates that it stored 0 IP addresses in the database, the ECC system cannot be reached. Verify that the host name and IP address that is provided for the ECC are correct. Also, ensure that there is no firewall between the sensor and the ECC.; If the Ping sensor and Port sensor both run, the ECC does not listen on the expected port. Verify that an ECC instance is installed and runs on the specified system, and that the portList and enterpriseCCPortList attributes of the Port sensor both contain the ECC port number. By default, the ECC listens on port 8443 but this port number can be changed during the ECC installation.

The zEnterprise sensor fails to complete

Problem

The sensor experienced an unexpected unrecoverable error. The sensor status information contains the following error message:

CTJTD1544E Enterprise sensor failed to complete. Check log file for additional details

Solution: Check the log file for more information.

The sensor skips unknown computer systems

Problem

The sensor cannot determine the type of the operating system that is running on a virtual server. The sensor status information contains the following warning message:

CTJTD1567E Skipping unknown computer system: computer

Solution: This message occurs when a virtual server is inactive or when the Guest Platform Management Provider (GPMP) is not running on the virtual server. Activate the virtual server, install, and run the GPMP.; Alternatively, you can change the storeUnknownComputerSystems flag to true to discover all such virtual servers. In such case, the systems are stored as ComputerSystem objects.

The sensor skips unknown computer systems without proper identifiers

Problem

The sensor cannot store a PowerVM® virtual server in Agile Service Manager. The sensor status information contains the following warning message:

CTJTD1568E Skipping computer system that has no proper identificators set: computer

Solution: The zEnterprise HMC does not provide values for all of the attributes that are required to uniquely identify a PowerVM virtual server in the Agile Service Manager database. The only way to discover PowerVM virtual servers is to change the zEnterprise sensor configuration storeUnknownComputerSystems flag to true. In such a case, all the PowerVM virtual servers and all virtual servers for which the sensor cannot determine the operating system type are discovered.