IBM Support

MUSTGATHER: Getting assistance for SUMA errors through AIX Support

Troubleshooting


Problem

Errors, similar to the following output, may occur when using Service Update Management Assistant (SUMA):

Exception in thread "main" java.lang.NullPointer
Exception at ECCWrapper.orderUpdates(ECCWrapper.java:551) at ECCWrapper.main(ECCWrapper.java:153)
0500-012 An error occurred attempting to download.

The values vary based on the reason for the error.

Diagnosing The Problem

Enabling more verbose logging might help your support engineers diagnose the problem.  The following instructions might help you generate more useful messages for troubleshooting.

1.  Save and modify eccBase.properties

    $ cp /var/suma/data/eccBase.properties  /var/suma/data/eccBase.properties.orig
    $ vi /var/suma/data/eccBase.properties

        DDP_DEBUG_LEVEL=4
        TRACE_LEVEL=INFO
        TRACELOG_MAXSIZE_MB=20

2.  Save the log files

    $ cd /var/suma/log
    $ mv /var/adm/ras/suma.log /var/adm/ras/suma.log.save._$(date +"%y-%m-%d_%H:%M")
    $ mv /var/suma/log/eccTrace0.0.log  /var/suma/log/eccTrace0.0.log.save._$(date +"%y-%m-%d_%H:%M")

3.  Verify that suma can get through your firewall to our servers. If the following command fails, resolve the firewall issue before proceeding

    $ /usr/esa/bin/verifyConnectivity -tw

NOTE:  If port 80 is blocked, you will not be able to use the default download protocol http. The protocol can be changed to https; however, the connection will be slower, since the https protocol is single threaded!

    $ suma -c -a DOWNLOAD_PROTOCOL=https

4.  Create a script /tmp/suma_debug.sh, and insert the following text:

Contents of /tmp/suma_debug.sh
#!/bin/sh
suma -l
suma -c -a
LOGFILE_VERBOSE=LVL_DEBUG
suma -c
suma -D /usr/esa/bin/verifyConnectivity -tw
/usr/ecc/bin/config_service_proxy -d
/usr/ecc/bin/config_conn_path -d 'PRIMARY'
/usr/ecc/bin/config_conn_path -d SECONDARY
/usr/ecc/bin/config_conn_path -d TERTIARY
######################### # CASE SPECIFIC COMMANDS #########################
# The following is syntax based on your case. Your support engineers will provide guidance as needed.
# EXAMPLE: /usr/sbin/suma -x -a RqType=SP -a Action=Download -a RqName=7200-02-01-1732 -a FilterML=7200-02 -a DLTarget=/tmp -a DisplayName="Download request for oslevel 7200-02-01-1732"
# We will use the following two commands for this example case
/usr/sbin/suma -x -a Action=Preview -a RqType=Latest -a FilterML=7200-02 -a DisplayName="Preview Latest 72 TL2 Download Request" -a DLTarget=/tmp
/usr/sbin/suma -x -a Action=Metadata -a RqType=Latest -a FilterML=7200-02 -a DisplayName="Actual Latest 72 TL2 Download Request" -a DLTarget=/tmp

5.  Make file executable

      $ chmod +x /tmp/suma_debug.sh

6.  Start a script logging session and run suma commands to collect more info

    $ script /tmp/suma_script.log

7.  Execute the suma debug script

    $ /tmp/suma_debug.sh

8.  Exit the "script" session when the suma_debug.sh exits

    $ exit

9.  Upload the log files to the ecurep testcase servers.

     /var/suma/log/eccTrace0.0.log  
     /tmp/suma_script.log

     ** See SUPPORT  Section "e" for upload instructions

10.  Restore the original eccBase.properties

    $ cp /var/suma/data/eccBase.properties  /var/suma/data/eccBase.properties._$(date +"%y-%m-%d_%H:%M")
    $ cp /var/suma/data/eccBase.properties.orig /var/suma/data/eccBase.properties

SUPPORT:

If additional assistance is required after completing all of the instructions provided in this document, use the following step-by-step instructions to contact IBM to open a case for software with an active and valid support contract.  The technical support specialist assigned to your case will confirm that you have completed these steps.

a.  Document (or collect screen captures) of all symptoms, errors, and messages that might have occurred

b.  Capture any logs or data relevant to the situation

c.  Contact IBM to open a case:

   -For electronic support, visit the IBM Support Community:
     https://www.ibm.com/mysupport
   -If you require telephone support, visit the web page:
      https://www.ibm.com/planetwide/

d.  Provide a good description of your issue and reference this technote

e.  Upload all of the details and data to your case

   -You can attach files to your case in the IBM Support Community
   -Or upload to the IBM Enhanced Customer Data Repository
      https://www.secure.ecurep.ibm.com/app/upload_sf

[{"Business Unit":{"code":"BU009","label":"Systems - Server"},"Product":{"code":"SWG10","label":"AIX"},"Component":"SUMA","Platform":[{"code":"PF002","label":"AIX"}],"Version":"All Versions","Edition":""}]

Document Information

Modified date:
12 November 2019

UID

ibm10719985