Troubleshooting Call Home problems

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If archive files are not created in the Call Home archive directory after transmission, you can perform several checks to identify and resolve the issue.

About this task

When Call Home archive files are not created after transmission, the issue is typically related to configuration settings, directory permissions, or missing directories. Follow these steps to diagnose and resolve the problem.

Procedure

  1. Verify that the Call Home archive feature is enabled.

    From the server directory, check the Call Home configuration file to ensure that archiving is enabled:

    grep callhome_archive_enabled data/callhome.ini

    The output should display:

    callhome_archive_enabled = true

    If the value is false or the parameter is missing, update the configuration file to enable archiving.

  2. Verify that the archive directory exists.

    Check whether the Call Home archive directory exists on the system:

    ls -ld <instance_path>/svmon/callhome/archive

    If the directory does not exist, proceed to the solution steps to create it.

  3. Check the directory permissions.

    Ensure that the archive directory has the correct permissions and ownership:

    ls -ld <instance_path>/svmon/callhome/archive

    The directory must be writable by the servermon user. If the permissions are incorrect, proceed to the solution steps to correct them.

  4. Review the server monitor log for errors.

    Check the server monitor log file for any error messages related to archive operations:

    grep -i "archive" <instance_path>/svmon/servermon.log

    Review the output for any error messages that indicate problems with the archive directory or file creation.

Results

After completing these diagnostic steps, you can identify the cause of the archive file issue. If the problem is related to a missing directory or incorrect permissions, proceed with the following solution.

What to do next

Solution:

If the archive directory is missing or has incorrect permissions, complete the following steps:

  1. Create the archive directory if it does not exist: 
    mkdir -p <instance_path>/svmon/callhome/archive
  2. Set the correct permissions on the directory: 
    chmod 750 <instance_path>/srvmon/callhome/archive
  3. Set the correct ownership on the directory: 
    chown instance_user:instance_user_group <instance_path>/svmon/callhome/archive
  4. Verify that the Call Home service can now create archive files by monitoring the directory after the next transmission.