IT360 - Troubleshooting

This section aims to reproduce some of the real life / production environment challenges which IT360 support team encountered in the past with its customers and the resolution offered.

Troubleshooting Tips and Program Messages

  1. Server is Initializing....

  2. Probe Status Differentiation (For Enterprise and MSP Editions)

  3. Unable to receive / send Emails from / to Servicedesk

  4. Unable to see the discovered devices under CMDB tab of Service Desk

  5. CPU Usage Data collection is not happening for Servers in WMI mode

  6. Unable to find the added Network device, inspite of getting a 'Success' message, while device addition

  7. Mail Fetching Problem

    1. Unable to fetch mails into ServiceDesk Plus, as the ports are being blocked by Firewall/Antivirus

    2. Unable to find valid certification path to requested target

    3. Authentication / Configuration Error

    4. There is a failure in Authentication and unable to fetch the mails into SDP

    5. Problem when processing from Mail Server

      1. Password length is greater than the expected value

      2. Unable to fetch mail, as Plain text Authentication is disabled in the mail server

      3. Encountering error and unable to fetch email, when encrypted mode is enabled on POP, in the mail server
  1. Unable to access the IT360 web client

  2. Unable to fetch Managed Object (Networks module)

  3. Where do I find the log files to be sent to the technical support team for analysis?

1. Message/Error: "Server is Initializing...."

Possible Cause: If the message 'Server is Initializing...' is displayed for a longer duration, the IT360 Server is experiencing some problem.

Recommended Action:   

  1. Ensure if your machine, in which ManageEngine IT360 is installed meets the Recommended / Minimum System requirements.

  2. Ensure that all the ManageEngine IT360 Services are running. Navigate to 'Administrative Tools -> Services' in Windows Control Panel to perform the check. If not, then try restarting the service(s) once again.

  3. If you were still unable to successfully restart the ManageEngine IT360, follow the steps below to create 'Support Information File';

    1. Open '[IT360 Home]\bin directory' in either command prompt or through Windows explorer.

    2. Execute the file named 'CreateSupportFile.bat'.

    3. Change the directory to '[IT360 Home]'. You will find a folder named '[IT360 Home]\support'.

    4. Email the contents of the folder to it360-eval@manageengine.com, in order to analyze the problem.

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2. Topic: Probe Status Differentiation (For Enterprise and MSP Editions)

Related Queries & Explanations:

i. In Central`s 'Admin --> Probe', I could see that the Probe status and the status of all modules are indicated by Green color. What does this mean?

If the Probe status and the status of all modules are indicated by Green color, i.e. in up state (as shown in the screenshot below), then it means that the Probe registration with the Central server is complete, and there exists a proper communication and sync up between the Central and the Probe.

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ii. In Central`s 'Admin --> Probe', I could see that only the 'Probe Name' is displayed, the status of the probe is indicated by Red color, and the 'Synching' status is shown as 'In progress'. What does this mean?

If the above said indications are seen (as shown in the screenshot below), then it means that the Probe registration with the Central server is complete, but there exists some issue, such as the Probe Start-up issue or Sync up issue.

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iii. In Central`s 'Admin --> Probe', I could see that the screen is empty and no Probe details are displayed. What does this mean?

If no Probe details are displayed, when you go to Central`s 'Admin --> Probe' (as shown in the screenshot below), then it means that the probe registration with the Central server itself has failed.

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iv. In Central`s 'Admin --> Probe', I could see that the Probe status and the status of all modules are indicated by Red color. What does this mean?

If the Probe status and the status of all modules are indicated by Red color, i.e. in down state (as shown in the screenshot below), the probe registration with the Central server is complete, there exists a proper communication and sync up between the Central and the Probe, but the Probe is down.

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3. Symptom: Unable to receive/send Emails from/to Servicedesk

Possible Cause: The email settings might have failed, due to Authentication issue.

Recommended Action:

  1. Reset the password for the Servicedesk credentials (servicedesk).

  2. Update the above change in Servicedesk email settings.

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4. Symptom: Unable to see the discovered devices under CMDB tab of Service Desk

Possible Cause: This could be due to any License Violation. Please check the License page to confirm this.

Recommended Action: If so, procure the license with the desired asset count. For more information, contact <it360-support@manageengine.com>.

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5. Symptom: CPU Usage Data collection is not happening for Servers in WMI mode

Possible Cause: Admin privilege might not be available for WMI, or Process monitoring might not be working.

Recommended Action: Please execute the below troubleshooting steps to find out whether the CPU is responding via WMI;

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6. Symptom: Unable to find the added Network device, inspite of getting a 'Success' message, while device addition

Possible Cause: The reason could be due to the presence of any other category of network device, with the same IP address. In this case, you will end up with the scenario, mentioned above.

Recommended Action: Remove the conflicting device and re-add the new device.

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7. Topic: Mail Fetching Problem

  1. Symptom: Unable to fetch mails into ServiceDesk Plus, as the ports are being blocked by Firewall/Antivirus

Possible Cause(s):

  1. The Software/Hardware Firewall blocks the POP/IMAP port.

  2. The IP Address of the server, on which the ServiceDesk Plus is hosted, is blocked by either the Anti-virus program, or firewall, or both.

  3. Both of the above points: a & b can be the causes for the firewall blocking the ports.

Error trace in logs:

avax.mail.MessagingException: Connect failed;

nested exception is:

java.net.ConnectException: Connection timed out: connect

Recommended Action:

Follow the below steps to check, if firewall is blocking the port;

  1. Open Command Prompt.

  2. Type 'cmd> telnet [mailservername] 110', e.g. 'cmd> telnet mail.google.com 110'

  3. If you receive an error as shown below, then port 110 is being blocked by either the anti-virus program, or the Windows firewall, or both. There is also chances for either the mail server, or port number, or both the mail server and port number to be incorrect.

Information required for analysis: 'Support Tab --> Support File'

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  1. Symptom: Unable to find valid certification path to requested target

Possible Cause: If the SSL Certificate in mail server is a self-signed certificate, then it is not imported in the ServiceDesk Plus java environment, while using the POPS/IMAPS protocol.

Error trace in logs:

javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Recommended Action:

  1. Download the file from the link given below, and extract it to the ServiceDesk Plus Home directory;
    'http://bonitas.zohocorp.com/servicedesk/11Mar2010/certgeneration.zip'

  2. Run the Extracted batch file from the command prompt, using the syntax given below;
    Syntax: 'gencert.bat (hostname):(port)', e.g. 'cmd> gencert.bat sdpexchnage.com:995'

  3. You will receive an exception PKIX. On supplying the value 1, a file called 'jssecacerts' is generated in the ServiceDesk Plus Home Directory.

  4. Copy the 'jssecacerts' file under the 'jre\lib\security' folder, and restart the ServiceDesk Plus application.

  5. Fill in values under the Mail Server Settings. Start fetching mails to check the functionality.

Information required for analysis: 'Support Tab --> Support File'

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  1. Message/Error: Authentication / Configuration Error

  2. Error: 1 "Settings saved successfully. But an error occurred, while trying to check connection with the mail server - Authentication Failed using the given username and password".

    Error:2 "Email settings saved successfully. But an error occurred while trying to check connection with mail server – Problem connecting to mailbox."

Possible Cause(s):

  1. The configured username or password in Mail server settings is incorrect.

  2. The ServiceDesk server is unable to communicate with the mailserver.

Error trace in logs:

'javax.mail.AuthenticationFailedException: Bad login'

Recommended Action:

  1. Check if there is proper connection with the mail server.

  2. Check if the given username and password is correct under 'Admin --> Mail server settings --> Incoming --> Save Settings'. cmd> telnet “ip address” “port number”.

Protocols Used: Incoming are POP – 110, IMAP- 143

cmd>telnet sdplinmail 110 (POP)
>user "sd-test2"
>ok
>pass "sdp"
>ok

Notes:

i) If incorrect password is given, when using POP, the following error message is displayed;

cmd> telnet 192.168.113.120 143 (IMAP)

> a1 capability
> a2 login "username" "password"
> a3 inbox mail-box-name

ii) If incorrect password is given, when using IMAP, the following error message is displayed;

cmd> telnet 192.168.113.120 993 (IMAPs)

> a1 capability
> a2 starttls
> a3 login "username" "password"
> a4 inbox mail-box-name

Information required for analysis: 'Support Tab --> Support File'

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  1. Symptom: There is a failure in Authentication and unable to fetch the mails into SDP

Possible Cause: If the mailbox is hidden from the address book, it leads to failure in Authentication, and hence the mails cannot be fetched into ServiceDesk Plus.

Error trace in logs:

[09:26:51:740]|[04-09-2009]|[com.adventnet.servicedesk.common.MailUtilities]|[INFO]|[26]|: Obtained mail store from session.|

[09:26:52:068]|[04-09-2009]|[SYSOUT]|[INFO]|[26]|: Check if the username and password are correct|

[09:26:52:068]|[04-09-2009]|[SYSOUT]|[INFO]|[26]|: javax.mail.AuthenticationFailedException: AUTHENTICATE failed.|

[09:26:52:068]|[04-09-2009]|[SYSOUT]|[INFO]|[26]|: at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:474)|

[09:26:52:068]|[04-09-2009]|[SYSOUT]|[INFO]|[26]|: at javax.mail.Service.connect(Service.java:275)

Recommended Action: The mailbox should be found in the address book, which in turn commences mail fetching. Follow the below steps;

  1. Open the Active Directory Users and Computers.

  2. Open the 'Properties' dialog box for the user account.

  3. On the 'Exchange Advanced' tab, select the 'Hide from Exchange Address Lists' check box.

Information required for analysis: 'Support Tab --> Support File'

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  1. Symptom: Problem when processing from Mail Server

  1. Error/Symptom: 1 "Password length is greater than the expected value"

Error trace in logs:

'Error when processing. SO RETURNING...|com.adventnet.authentication.PasswordException: Length of the new password is greater than expected value of : 100
For any Mail fetching issue, check for the string "SO RETURNING"'
.. Few lines above or below the line, which contains this string, should give more information on the error trace.

Possible Cause::

When a mail comes in, ServiceDesk Plus will try to create a new user with the user name and password, same as the email address. In this case, since the email address is very long, it cannot be added to the database and throws the error message; 'Length of the new password is greater than expected value of :100'

  1. Error/Symptom: 2 "Unable to fetch mail, as Plain text Authentication is disabled in the mail server"

Error trace in logs:

javax.mail.MessagingException: No login methods supported!;

nested exception is:

com.sun.mail.iap.ProtocolException: No login methods supported!|

Recommended Action:

Enable plain text login in Microsoft Exchange server and follow the step given below, to configure the IMAP service, in order to use the Plain Text Login;

  1. Open Exchange Management Shell from 'Start -> Programs -> Microsoft Exchange 2007'.

  2. Enter the following in the shell: 'set-POPsettings – logintype plaintextlogin'

  3. Hit 'Enter'.

  4. From the Services panel, restart the Microsoft Exchange Information Store service.

Information required for analysis: Support Tab --> Support Files

  1. Error/Symptom: 3 "Encountering error and unable to fetch email, when encrypted mode is enabled on POP, in the mail server"

Error trace in logs: javax.mail.AuthenticationFailedException: Command is not valid in this state.

Recommended Action:

Reset the password format on the exchange server, to the Normal format. This can be done by running a query on the exchange server shell. Then, follow the steps below to configure the IMAP service to use Plain Text Login:

  1. Open Exchange Management Shell from 'Start -> Programs -> Microsoft Exchange 2007'.

  2. Enter the following in the shell: 'set-POPsettings – logintype plaintextlogin'

  3. Hit 'Enter'.

  4. From the Services panel, restart the Microsoft Exchange Information Store service.

Information required for analysis: 'Support Tab --> Support File'

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8. Unable to access the IT360 web client

Possibility 1:

Symptom: When I reboot IT360 [server], I can see that the IT360 related services are running in the services window. However, I am unable to access the IT360 web client.

Analysis: On analysing the wrapper.log file, a server shutdown was noticed. Subsequently, when IT360 services were started, the Applications Service module did not start. Also, on analysing the StartUpLogs_err*.txt file, a MS SQL DB Connection was refused to the Applications Service module.

Also, MS SQL is installed in the same machine where IT360 [Central Server or Probe, as applicable] is installed.

Possible Cause: Application Service may have started much earlier than the MS SQL DB and hence did not find a DB Connection.

Recommended Solution: A delayed start of IT360 solves the problem. This is achieved as follows:

Go to services.msc, select 'ManageEngine IT360 Central' service [or, 'ManageEngine IT360 Probe' service, as applicable], right click and select Properties. Change the 'Startup type' to 'Automatic (delayed start)'. Click OK.

This ensures that the IT360 services are started later than the MS SQL service. You may restart IT360 now. You should be able to access the IT360 web client.

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9. Message/Error: "Unable to fetch Managed Object for......"

Possible Cause: If the message 'Unable to fetch Managed Object for......' is displayed while clicking a device under the Networks tab, it means that the database has crashed.

Recommended Action:

When this error occurs, follow the below steps to resolve the problem:

  1. Login to IT360 console as an Administrator.

  2. Navigate to "Admin -> General -> User Management".

  3. Edit any detail of the concerned user (who encountered the problem).

  4. Click Update.

  5. Log out and re-login using the same credentials.

  6. Now, navigate to the snapshot page and check the device details.

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10. Where do I find the log files to be sent to the technical support team for analysis?

  1. Fetch the log files from the ManageEngine/IT360/logs directory.

  2. If the logs folder is less than 100 MB, ZIP it and upload to the ManageEngine Upload site: (http://bonitas.zohocorp.com/upload/index.jsp?to=it360-support@manageengine.com).
    Do mention your Request ID (if you have one) in the Reason box and your email address in the Email ID box, before uploading the file.

  3. If the logs folder is 100 MB or larger, then ZIP it and upload to the site: http://bonitas2.zohocorp.com.

  4. Once you have uploaded the file, contact it360-support@manageengine.com, along with the Request ID .



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