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Troubleshoot

Troubleshooting Tips

Installation and Startup

  1. While installing the bin files in Linux machines, the installation program quits abruptly without any message.
  2. Applications Manager displays "Enter a proper Manageengine license file" during installation.
  3. I started the Applications Manager, but it quits stating "Port :9090 needed by Applications Manager is being used by some other application. Please free the port and restart Applications Manager."
  4. After running 'startApplicationsManager.sh', an error message "Failed to establish connection with web server. Gracefully shutting down Applications Manager" is shown.
  5. Having problems while starting Applications Manager in Debian machines.
  6. When trying to connect to the web client using http://hostname:9090, I get "Forbidden. You don't have permission to access / on this server." message. I've installed the product under /root.
  7. If Applications Manager is installed in a directory that contains non-english characters then product is not getting started.
  8. When I try to start Applications Manager, it says ' Applications Manager is already running'. This happens even after, I have verified that Applications Manager is not running.
  9. When the Server is started in Linux Machines with root user and then when it is restarted as normal user, the Server doesn't get started.
  10. If you get the message "The server is currently starting up. This page will reload itself in 30 seconds, or you can click here to reload it now to display the login page. If this problem persists, please refer the troubleshooting section"
  11. When I try to access Applications Manager web client, I am getting the error "The Page cannot be displayed". I am not able to access any page in Applications Manager.
  12. While updating a service pack or a patch, I get a message "The ppm file that you have specified is not compatible with this product"
  13. How to update the Service Pack if Applications Manager's Server is a GUI-less linux server
  14. I am not able to perform any activity in Applications Manager Web Client. Why?
  15. Clicking on any link in Applications Manager goes back to Login Screen
  16. Applications Manager's time is different from my local time. How to reset it to my time?.
  17. In Linux, under Reports tab, I try to check the health details of all monitors. I get the following Java Exception: ErrorDispatcherValve[localhost]: Exception Processing
    ErrorPage[exceptionType=java.lang.Throwable, location=/jsp/ErrorPage.jsp]
    java.lang.ClassCastException: java.lang.NoClassDefFoundError
  18. Where do I find the log files that I need to send to technical support team for analysis?
  19. The ManageEngine® Applications Manager service is setup Automatic but not started. When I'm trying to start it up the following error message appears: "Could not start the ManageEngine Applications Manager service on local computer. Error 1075: The dependency service does not exist or has been marked for deletion".
  20. How do I migrate Applications Manager installed in one machine to a different machine?
  21. The linux installation stops abruptly within a few seconds.

Monitoring - General

  1. I deleted a monitor from my monitor group, still the monitor is monitored.
  2. While adding a new monitor, it says "Unable to get the Interface details. The IPAddress of the given system is ..".
  3. While adding a new monitor the following message is shown "Unable to add the system. Kindly check whether it is reachable..".
  4. When I click on 'View Monitor Details' link once creating a new monitor, sometimes I am asked to reconfigure the details of the monitor again though I have created them successfully.
  5. Problem during Data Collection or no performance data is displayed in my screens. Why?
  6. No reports generated for icons representing 7 and 30 days. Also, in Reports screen, on clicking any attribute for reports, it prompts with message, "No Data available to generate Reports for the specified time period".
  7. Scripts containing Java Programs,vbs scripts and other executable files works fine while running from the command prompt but gives error while monitoring them from applications manager.
  8. Not able to add monitors when the machine has a different locale and is not SNMP enabled.
  9. How do I set up a monitor for our Websphere instance running on an iSeries (as/400) using the OS/400 operating system?
  10. I get the following message, "Authentication failed. Kindly verify the username and password provided" while adding server, Microsoft .NET, Exchange server through WMI
  11. No values are returned when I query some ASP.NET-related objects after I install the .NET Framework 3.5/2.0 SP1
  12. While monitoring windows applications like Microsoft .NET, Microsoft Exchange, I get "Error # The RPC server is unavailable". What should I do?
  13. Applications Manager is not adding the monitor that has SSH2 running

WebLogic Monitoring

  1. On discovering WebLogic server, a message is displayed stating, "Data collection yet to start. Please refresh this page after the data collection interval has elapsed".
  2. When I try to monitor WebLogic I get "Data collection yet to start" even after I added -Dweblogic.disableMBeanAuthorization=true to the WebLogic startup script?
  3. When I monitor weblogic server, I get the message "Applications Manager could not register to the Weblogic server for Data Collection" at the top. What should I do?.
  4. When I monitor the weblogic server, I get the message "Access to the weblogic MBean server is denied. Enable "-Dweblogic.management.anonymousAdminLookupEnabled=true -Dweblogic.disableMBeanAuthorization=true" in the weblogic startup file." What should I do?
  5. When I monitor the Weblogic server, I get the message, "Data Collection in progress. Please wait till the next poll interval". What should I do?
  6. I'm not able to add Weblogic Monitor. What could be the reason?
  7. Application Manager says, "There are no JMS servers deployed in this Weblogic Server." but JMS data is present in WebLogic Server. what is the problem?

WebSphere Monitoring

  1. I'm trying to monitor Websphere 6.X . I'm facing problem while adding the Websphere monitor.
  2. I'm trying to monitor Websphere MQ Version 7 . I'm facing problem while adding the Websphere MQ monitor?
  3. Applications Manager says, perfservlet is not installed, but perfservlet is present. What could be the problem?
  4. When I try to add the Websphere server, it gave an error message "service is not running" and monitor is not added ?
  5. Why some of the tables don't have any data or some of the fields have the value "NA" in the Websphere details page?
  6. If the perfservlet data is in non-English , how to change the language of perfservlet data to English?

JBoss Monitoring

  1. While trying to monitor JBoss, I get the message "No JBDC Connection pools are configured for this Server".
  2. While trying to monitor JBoss I get error such as 'Unable to collect Data for <host name>' and I do not get JVM and EJB details.
  3. While trying to monitor JBoss I do not get JVM and EJB details and a message "Select the JBoss version. Edit Monitor to change the version." appears in the top
  4. While trying to add JBoss 4.2.2 monitor I get the following message "Connection refused to host: 127.0.0.1;"

Tomcat Monitoring

  1. Discovering Tomcat server fails and it displays "Manageengine Agent has to be deployed for collecting the data from Tomcat Server".
  2. Some Tomcat Web applications are not monitored.
  3. I do not see the "Threads Availability" graph for my Tomcat Monitor.
  4. When I try to monitor a Tomcat 5.x server, I get the message "Authentication details are wrong".
  5. In Tomcat monitoring, some URLs/applications that are not present in my Tomcat are shown. Why does this occur?
  6. I have multiple Tomcat Servers and also a separate Apache Server running. In this scenario, I'm not able to discover or monitor a Tomcat Server.
  7. I am not able to collect data from tomcat server.
  8. I am not able to Monitor Tomcat on HP-UX servers
  9. How to configure Tomcat Monitor for JBoss 3.2.5 and above ?
  10. Manager Application needs to be running for collecting the data from Tomcat Server. How to enable Manager Application?

Oracle Applications Server Monitoring

  1. Oracle Application Server monitoring has stopped for our Oracle AS instance. What might be the problem
  2. In Oracle Applications server, the response summary graph is not coming (even though there is no response summary, we should be getting a graph with all 0s)

Microsoft .NET Monitoring

  1. Why am I getting the Troubleshoot link for the attributes shown in .NET monitor pages?
  2. I am not able to monitor applications of .NET Framework 2.0 SP1 through WMI mode.

SAP Monitoring

  1. I'm getting this error when I try to get the SAP monitor:" Root Cause: Service port 3 not accessible from H0000952D ????Diagnose the Problem? Having trouble adding Monitors?..."

Database Monitoring

  1. While trying to discover Oracle Database server, it fails and prompts with some message.
  2. When I add a new Oracle Monitor, the monitor is added successfully but I see two Oracle Monitors added in the web client for the same Oracle server.
  3. I have set up monitoring of an Oracle database. The tablespace status and tablespace usage areas show no data or error.
  4. Oracle Server is running but when I try to add through Applications Manager it is saying "Service is not running".
  5. I tried adding oracle monitor, not able to add, it says "Permission denied".
  6. When adding a new MySQL monitor, i get a message "The MySQL Server is not accessible from the Applications Manager Server host.Kindly add permissions.......".
  7. Problem occurs while adding DB2 Monitor
  8. Problem occurs while adding MS SQL Monitor
  9. Why I can only view 100 MS SQL databases in Applications Manager?

Server Monitoring

  1. When I try to discover Windows machine, "Authentication failed. Kindly verify the user name and password provided" message is thrown, though I provided valid authentication details.
  2. While discovery is happening automatically, the servers fall under 'Unknown' category
  3. I'm not able to view the CPU Data while monitoring Linux systems in SNMP mode.
  4. I am not able to view the Data in SNMP mode - getting "No data Available" message. What should I do?
  5. I am not getting the data for Memory Utilization in Telnet or SSH mode for SUN Solaris server.
  6. I am not getting the data for Memory Utilization in Telnet or SSH mode for HP-UX server.
  7. I am not getting the data for CPU Utilization for servers (Linux, IBM AIX, SUN Solaris, HP-UX, FreeBSD) in Telnet or SSH mode
  8. I am not getting the data for Memory Utilization or DiskUtilization in Telnet or SSH mode for servers (Linux, IBM AIX, HP-UX, FreeBSD)
  9. I am not able to get the Process list for the server (Linux, IBM AIX, FreeBSD, HP-UX, SUN Solaris) in Telnet or SSH mode.
  10. How to find the response time of a system ?
  11. What are the services that should be running in remote windows machine while monitoring windows machines through WMI mode?
  12. "Authentication Failed or Access denied" message is shown, when trying to add the Server Monitor through WMI mode.
  13. When adding a Server Monitor through WMI mode, I get error like "RPC Server is not available".
  14. While trying to configure server monitor for a particular server I am getting the below error "Error # The RPC server is too busy to complete this operation".
  15. What are the services that should be running in remote windows machine while monitoring windows machines through SNMP mode?
  16. SNMP mode monitoring issues in SuSe Enterprise Server version 9
  17. Is it possible to do wildcard process monitoring? for eg., monitor a process www*, if any of the two or more processes (www1 OR www2) is available
  18. How do I update the server name in the database?
  19. How do I monitor a server, when ping is disabled between the applications manager and the server?
  20. Monitor response time is high?
  21. I'm having problems in disk utilization monitoring of file systems in HP-UX systems
  22. In Snapshot view of the SNMP Agent monitor, details for CPU, memory, and disk utilization are not shown.
  23. While trying to monitor the servers, I get "No data Available" for Disk I/O Statistics
  24. There seems to be a problem with "Disk IO Statistics" for Linux servers; on some hosts it seems to work, on others I get no values, or values that don't seem to change at all. Monitoring is done via SSH in all cases, also the "iostat" command is installed & working (as described in the troubleshooting tips). Operating systems are Debian Sarge and Ubuntu 6.06 (partly 64bit). What should I do?.
  25. I am not able to add Servers through SSH key based Authentication. What should be done?
  26. While monitoring windows server in WMI mode, my memory usage is showing wrong data?
  27. How to reconstruct the WMI classes?

Website Monitoring

  1. When I change the IP of a website to a new one, the URL monitor still pings the old IP
  2. Monitoring NTLM based URLs is not working

Service Monitoring

  1. In Service Monitoring, while trying to discover SNMP Agent running at 161, a message "Service is not running" is displayed.
  2. When I configure a Web Server to be monitored, I see that the system in which the Web Server runs is also added. Now, when I delete the system, the Web Server is also deleted. I would want to see only the Web Server.
  3. While adding Apache, IIS Monitor, message 'Service not running' is thrown
  4. I get this message while monitoring web services "Proxy setting updated. Please restart Applications Manager". What should be done?
  5. On adding a service to be monitored, I get a message "Service is not running" (or) some of my services that are being monitored generates false alarms.

Mail Server / Exchange Server Monitoring

  1. Why do the counters in the Exchange counters always show "NA"?

Script Monitoring

  1. When I try to add the script monitor, I get the error "Either the script does not exist or the given mode was wrong. Please verify it."
  2. Can I use QEngine 6.6 scripts for QEngine Script monitoring in ManageEngine Application Manager?

Custom Applications Monitoring

  1. While creating a new screen in Custom Application, I get a message "The SNMP Object Identifier specified is invalid or is not a 'Simple' type as specified by the 'Attribute Type' option."
  2. While adding a Custom Application Monitor, the WebLogic Model MBeans are not listed for configuration.
  3. Can I connect to the MBean Server of a JDK 1.5 Java Application ?
  4. I am unable to add an enterprise specific SNMP OID for monitoring.
  5. Clicking on the mib browser link takes to support page and shows an error message in linux
  6. If the MX4J / JDK 1.5 application requires certificates, what should I do?

Web Transactions Monitoring

  1. In WebLogic 8.1, web transaction monitoring is not working.
  2. While adding the Web Transaction Monitor I get the message 'Service is not running. Web Transaction Agent may not have been deployed. ' though I have deployed the agent in my application server
  3. The Web Transaction Monitor gets added successfully but in the details page I get the message 'No transaction data available'.
  4. Though there are repeated execution of URLs in the application server I don't find the data getting updated in the Applications Manager client.
  5. I have successfully enabled Web Transaction Monitor in JBoss server when server starts up by the run.bat file, but in the case if JBoss is installed as a Windows service using the JavaService executable (as explained in JBoss wiki), how can we plug the transaction agent in the server?

Alarms & Actions

  1. The severity of Availability of a monitor is shown as down, though the monitor is running fine.
  2. The status of Availability and Health of monitor group or monitor is unknown.
  3. I created actions and threshold but I don't receive any alarms based on them?
  4. alarms are generated even when the value of the parameter is within acceptable limits? 
  5. alarms are not generated and actions are not executed even when they are associated to an attribute of monitor?
  6. I did not receive any e-mails, though the alarms are generated.
  7. On clicking the alarms tab, I get a message
    "[Exception n:/webclient/common/jsp/ TabComponent.jsp] null" what should I do?
  8. I cannot set an alarm at the monitor group level for availability without setting an alarm for critical levels. For individual monitors, it works fine and I can set an alarm only for availabilty. But not at the group level.
  9. In Execute program action / script monitoring, while executing a .bat file with echo or rem, it fails. Also some commands like ftp are not working
  10. When I am Executing Programs from the Action(s) menu from Application Manager the program gives me this message. "The Program exited with code 1. The action Tomcat (Start) has been successfully executed". But nothing happens when I run the program. This is a batch file that I would like to use to start tomcat. The batch file works fine with I just click on it to execute it. Also I am having problems running other batch files from Application Manager.
  11. I have a machine that is running at very high CPU utilization, and it is generating dozens of emails per day. So I decided to temporarily remove the alarm for this test by moving the actions out of the associated actions fields. However, I am continuing to receive alarms?
  12. I am not getting the alarm even when the threshold limit is crossed. What needs to be done?
  13. My SMS alarm message is truncated. What needs to be done?
  14. I would like to create an alarm for all events except for certain event with ID 'xxxx'.

Product - General

  1. While reporting a problem to the support team, what are the details that are required?
  2. Where does Applications Manager store the data? Is it possible to store the data in Oracle server
  3. How to back up Applications Manager data? Detail Procedure to migrate the Applications Manager to another machine with current configuration and historical data
  4. How to change the port that was given during Installation?
  5. How to View PDF reports in languages other than English?
  6. Using AppManager 7 on Slackware 10.2, I could not figure out where it was getting the ip for connecting to Mysql during startup (the second time, after the tables were created) which made it time out during the process
  7. Why I'm not able to see Shutdown button in Admin tab?
  8. When I look through the data values in the table below the chart, I see the max value as 10,325, but why is the chart showing a different data (5700.58) as the maximum value?
  9. What should I do when Applications Manager GUI stalls and does not respond?

Enterprise Edition

  1. Why a Proxy Server Setting is needed in the Admin Server?
  2. My Admin Server monitor count exceeds the licensed count. Error message is thrown in the New Monitor form of Managed Server. What should I do?
  3. I have installed one Admin Server and one Managed Server of Applications Manager in the same server. I connected Admin Applications Manager from the web client and navigated to some pages. Then I connected to the Managed server and accessed some pages. When I try to navigate again to some admin pages, it goes to login page ?
 

Installation and Start Up

1. While installing the bin files in Linux machines, the installation program quits abruptly without any message.

Reason: This occurs when the DISPLAY variable is not set.

Solution 1: If you are installing the product in a non-GUI environment, execute the bin file as given below:

./ManageEngine_ApplicationsManager.bin -console

Solution 2: If you are installing the product in a GUI environment, set the DISPLAY variable and then install the product.

Example:

export DISPLAY=localhost:0.0 [To set the DISPLAY variable]
xhost +
[To provide permission for the remote hosts to open the GUI]
./ManageEngine_ApplicationsManager.bin

2. Applications Manager displays "Enter a proper Manageengine license file" during installation.

Reason1: If your system date is set to a future or a past date, you will get this error message.

Solution: Uninstall Applications Manager, set the system date settings to current date and time, and re-install it.

Reason2: You might have have applied the Professional Edition License in the Enterprise Edition Server.

Solution: You can check in AppManager_Home/conf/install.txt or AppManager_Home/conf/AMServer.properties file. Here check for serverType. If you have got License for professional Edition, you need to choose Applications Manager as Professional Edition instead of Enterprise Edition while installing the product.

Also, make sure that the license file is not corrupted. If the problem persists, contact appmanager-support@manageengine.com with your licensing and contact information.

3. I started Applications Manager, but it quits stating "Port :9090 needed by Applications Manager is being used by some other application. Please free the port and restart Applications Manager."

Reason 1: When the Applications Manager is started, its Web Server (Apache) starts in port 9090 or https port 8443 by default. Make sure the port which you are opting is not occupied by other applications, you will not be able to start Applications Manager.

Reason 2: You have not shutdown Applications Manager properly. Try it again and restart AppManager.

4. After running 'startApplicationsManager.sh', an error message "Failed to establish connection with web server. Gracefully shutting down Applications Manager" is shown.

Reason 1: This happens in Linux if a library file named libdb-3.2.so or libgdbm.so.2 is not available or if it is available in another name. Apache Web Server requires this file for it to start. To confirm this as the reason, open the stderr.txt log file located in <Applications Manager>/logs directory which should have the message "bin/httpd: error while loading shared libraries: libdb.so.3 (orlibgdbm.so.2): cannot open shared object file: No such file or directory".

Solution1: If the log file has the below error message

AppManager-Home/working/apache/bin/httpd:/lib/i686/libc.so.6: version`GLIBC_2.3' not found (required by Appmanager-Home/working/apache/lib/libdb-3.2.so or (libgdbm.so.2))

Then the library libdb-3.2.so or libgdbm.so.2, bundled in Applications Manager may not be compatible with your version of Linux. Hence, remove the file AppManager-Home/working/apache/lib/libdb-3.2.so (or libgdbm.so.2) and try to restart the server.

Solution 2: As a workaround for this problem, you can give the soft links for the libdb-3.2.so file or libgdbm.so.2 To do so,
  1. Login as root user in the machine.
  2. Go the /lib directory. In Linux Mandrake, go to /usr/lib/
  3. Execute the command

    ls -latr libdb* ( if it is for libdb-3.2.so)
    or
    ls -latr libgdbm* ( if it is for libgdbm.so.2)

  4. The above command will return the files that are starting with the name libdb (or libgdb).

  1. Check whether the file libdb-3.2.so (or libgdbm.so.2) exists. If this is not present,

-- for libdb-3.2.so

Check whether the file libdb2.so.3 or any higher version exists. If it exists then give the softlinks by executing the following command in the /lib directory or /usr/lib

ln -s /lib/libdb2.so.3 libdb-3.2.so

If it is not present, then check for any other libdb file (libdb*). If the file exists then give the softlinks by executing the following command.

ln -s /lib/<libdb filename> libdb-3.2.so

-- for libgdbm.so.2

- Check for any other higher version libgdbm file (libgdbm*). If the file exists then give the soft links by executing the following command from the /lib directory,

ln -s /lib/<libgdbm filename> libgdbm.so.2 ( eg: ln -s /lib/libgdbm.so.3 libgdbm.so.2 )

  1. Exit from the root user and start the Applications Manager.
  1. If you are still having problems, contact us at appmanager-support@manageengine.com. Also, go to <AppManager/working/apache/bin> directory and execute the following command and let us know the output of the command
    ldd httpd

Note: If the host is not having the library files, copy it from another linux host

Reason 2 : If it is not reason1, then in some Linux machines, there is the problem of apache and tomcat having started properly. But when a request is made, apache is not able to communicate to tomcat

Solution:

Edit the workers.properties present in the Appmanager/working/apache/tomcat/conf/backup directory

  1. Change the value of worker.ajp13.host to the hostname or ipaddress of that machine. By default this value is localhost.
  2. Then start the Applications Manager.
  3. Also before starting the Applications Manager, if you have previously started the Apache alone by executing the StartWebSvr.sh present in Appmanager/working/apache. Kindly stop the same by executing the ShutdownWebSvr.sh present in the same directory.

5. Having problems while starting Applications Manager in Debian machines.

For Applications Manager to run in Debian machines, Ensure if the following configurations are done.

# 1 Check whether the libdb3.so file is located in /lib/ directory. For more information, refer to answer 6.

# 2 Uncomment the following line in the
<Applications Manager Home>/working/apache/conf/backup/httpd.conf
file.

ScoreBoardFile logs/apache_runtime_status

# 3 Check whether the /tmp directory in the Debian system has permissions for all the users. This directory should have permissions for all the users. This can be checked by creating a new dummy file.

# 4 Change the following property in AMServer.properties file located in <Applications Manager Home>/conf directory.

Default value is commented and it looks like this.

#am.pingtest.command=/bin/ping -c 1 -w 1

Modify (uncomment) it as given below.

am.pingtest.command=/bin/ping -c 1 -i 1

6. When trying to connect to the web client using http://hostname:9090, I get "Forbidden. You don't have permission to access / on this server." message. I've installed the product under /root.

Reason: As the product is installed in /root directory, you need to provide execute permission to /root to access the web client.

Solution: To execute permission use the following command (as superuser)

chmod +x root from /directory

7. If Applications Manager is installed in a directory that contains non-english characters then product is not getting started.

Reason: This is because the absolute path of the working directory will be updated in server.xml and tomcat wont start if non-english charaters are present in server.xml.

Solution: As of now, Applications Manager should be installed in a directory that has english characters only.

9. When I try to start Applications Manager, it says ' Applications Manager is already running'. This happens even after, I have verified that Applications Manager is not running.

Reason: The system in which the Applications Manager has been installed would have been accidentally restarted or shutdown. The file <am.lock> will remain in the folder <AppManager_Home\working> to say that Applications Manager is running.

Solution: If you are sure that Applications Manager is not running, then delete the file <am.lock> in <AppManager_Home>/working/> directory. Restart Applications Manager.

10. When the Server is started in Linux Machines with root user and then after two three days when it is started as normal user , the Server doesn't get started.

Reason: This is because the files in <working/pgsql/data/AMDB> will have permissions for the root user only.

Solution: Give all permissions for all the folders in Applications Manager for normal user by using chmod

11. If you get the message "The server is currently starting up. This page will reload itself in 30 seconds, or you can click here to reload it now to display the login page. If this problem persists, please refer the troubleshooting section"

Reason: For the Applications manager to run, Apache and an another main process should start. Only Apache used by Applications Manager has started, in this case

Solution: Linux System: Use shutdownApplicationsManager.sh with -force option found under Applications Manager home (Execute command : "sh shutdownApplicationsManager.sh -force" ) and use startApplicationsManager.sh.
Windows System : Use shutdownApplicationsManager.bat with -force option found under Applications Manager home. If Applications Manager is installed as service, stop the Apache server in the services list (ApacheApplicationsManager) and use startApplicationsManager.bat.
If none of the above options are working send Support Information File to appmanager-support@manageengine.com

12. When I try to access Applications Manager web client, I am getting the Error "The Page cannot be displayed". I am not able to access any page in Applications Manager.

Reason: Apache uses the sendfile syscall on platforms where it is available in order to increase the speed of sending responses. Unfortunately, on some systems, Apache will detect the presence sendfile at compile time, even when it does not work properly. This happens most frequently when using network or other non-standard file-system.

Confirmation: You can find the error message "core_output_filter: writing data to the network" in the Apache logs.

Solution: Uncomment the line #EnableSendfile off ( by removing # ) in AppManager_Home/working/conf/apache/backup/httpd.conf file and save the changes. Then restart Applications Manager.

13. While updating a service pack or a patch, I get a message "The ppm file that you have specified is not compatible with this product".

Reason: Service packs from Applications Manager are in the form of a .ppm file. The Update Manager has some useful validation incorporated related to this. This validation includes compatibility checks. You cannot use update manager to install an incompatible service pack. For example, you cannot install a service pack of another product in Applications Manager or a service pack of one version of Applications Manager in another version.

Note: If you have downloaded full build, do not install Service pack of the same version. For eg, if the full build no. is 6600, you will have SP6 in the service pack page. That service pack is for customers who have downloaded previous versions of full build like 6050, 6055 etc., By applying service pack SP6, the customers can upgrade themselves to 6600.

14. How to update the Service Pack if Applications Manager's Server is a GUI-less linux server.

Solution: Use the following option in UpdateManager script
updateManager.sh -c

15. I am not able to perform any activity in Applications Manager Web Client. Why?

Reason: You might have logged in to Applications Manager with user access as 'Operator' where you can only view the Monitor details. You will not have the privilege to configure or edit the different components of the product.

Solution: To work with or configure the product, log in as 'Admin' user. For more information on user access, refer to the User Administration section in the User Guide.

16. Clicking on any link in Applications Manager goes back to Login Screen.

Reason: DNS name of the machine would not have been configured in their DNS Server.

Solution: Use the machines' IP Address to connect to the client.

17. Applications Manager's time is different from my local time. How to reset it to my time?.

Reason: Your PC's time zone ( eg: Brazil/DeNoronha ) is different from Applications Manager's java time zone (eg: GMT ).

Solution: In startApplicationsManager.bat/startApplicationsManager.sh file, add -.timezone=Brazil/DeNoronha to the start /B %JAVA_HOME%\bin\javaw line

If installed as service, add wrapper.java.additional.4=-.timezone=Brazil/DeNoronha in wrapper.conf file

Note: For Chennai, it should not be set as -.timezone=India/Chennai. Set it as -.timezone=IST

See Forum Link for more details on what needs to be set.

18. In Linux, under Reports tab, I try to check the health details of all monitors. I get the following Java Exception: ErrorDispatcherValve[localhost]: Exception Processing
ErrorPage[exceptionType=java.lang.Throwable, location=/jsp/ErrorPage.jsp]
java.lang.ClassCastException: java.lang.NoClassDefFoundError

Solution: The display variable is not properly set. Edit the the file under
<Appmanger8\ startApplicationManager.sh>

comment the following lines
# if [ "$DISPLAY" = "" ]; then
AWT_HEADLESS=-Djava.awt.headless=true
# fi

19. Where do I find the log files that I need to send to technical support team for analysis?

The log files are located in <Applications Manager Home>/logs directory. You can send the Logs as Support Information File (to create Support Information File - go to Support tab in the product -> Applications Manager Support -> Click on Support Information File)

To create Support Information File via Command Prompt, execute
createSupportFile.bat / createSupportFile.sh present under <Applications Manager Home>/bin directory

The Support Information File along with timestamp will be in <Applications Manager Home>/support directory. If the size is less than 2MB, you can send the Support Information File to appmanager-support@manageengine.com

If the Support Information file is above 2MB and less than 100MB, Upload it to Manageengine site -
http://bonitas.zohocorp.com/upload/index.jsp?to=appmanager-support@manageengine.com

While reporting a problem to the support team, do not forget to attach these details along with the support file information. If the size of the file is larger than 100MB, you can ftp the same to our ftp site. You will be provided details of the ftp service usage when you connect to our ftp server using "ftp ftp.zohocorp.com"

Details of ftp site :
Server Name = ftp.zohocorp.com
user account = anonymous
password = <<your email address >>

Once you have uploaded the file you can contact us with the name/location of the file at appmanager-support@manageengine.com

Note: You can also make use of the automatic HTTP upload by selecting the option 'Create and upload to Manageengine Support Center', while creating the Support Information File in the Applications Manager Web Client.

20. The ManageEngine® Applications Manager service is setup Automatic but not started. When I'm trying to start it up the following error message appears:

"Could not start the ManageEngine® Applications Manager service on local computer. Error 1075: The dependency service does not exist or has been marked for deletion".

Check whether the service "ApacheApplicationsManager" is present under the services menu and also whether its Startup Type is not Manual.

If not then navigate to the <appmanager9>/bin folder in command prompt.

1. Execute the uninstallService.bat

2. Execute the installService.bat

Check whether two services ApacheApplicationsManager and ManageEngineApplicationsManager are present in the services menu and then start the ManageEngine Applications Manager in the services menu.

21. How do I migrate Applications Manager installed in one machine to a different machine?

To migrate from one machine to a different machine, please follow the steps given here.

22. The linux installation stops abruptly within a few seconds.

Reason: This could be because you are trying to install a 64 bit version of Applications Manager on a 32 bit OS.

Solution: Please make sure the ManageEngine binary that you have downloaded matches that of the OS where you are trying to install it.

Monitoring - General

1. I deleted a monitor from my Monitor Group, still the Monitor is monitored.

Reason: Deleting a monitor from the monitor group will only remove its association with the monitor group. This will not stop its monitoring.

Solution: To delete the monitor also, click 'Monitors' tab, select the monitor and click Delete. This will remove the monitor completely.

2. While adding a new monitor, it says "Unable to get the Interface details. The IPAddress of the given system is ..".

Reason: This is because the IP address of the system returned by the SNMP Agent is wrong.

Solution:

1)Stop Applications Manager
2)Go to <Applications Manager Home>/working/conf> directory
3)Edit the seed.file present there, change <ENABLE_SNMP_DISCOVERY="true"> entry to <ENABLE_SNMP_DISCOVERY="false">
4)Restart the Applications Manager and add the monitor again.

3. While adding a new monitor the following message is shown "Unable to add the system. Kindly check whether it is reachable..".

Reason: This is because you are not able to reach the system in any one of the following ways .
1)ICMP ping. Execute the below command in the command prompt and check if ICMP ping is working.
ping <hostname>

2)SNMP ping.
Check whether SNMP Agent is running in the remote system you are trying to monitor.

3)Native ping. This is disabled by default.

Solution: Enable any one of the above 3, so that you would be able to reach the system.
To enable native ping, Edit <Appmanager/conf/AvailabilityTests.conf> and Change <am.enablenativeping=false> to <am.enablenativeping=true> [if you change the option as true then start Applications manager as root in linux and admin user in Windows ]

4. When I click on 'View Monitor Details' link after creating a new monitor, sometimes I am asked to reconfigure the details of the monitor though I have created them successfully.

Reason: Polling is not yet started.

Solution: Wait for 30 seconds and then it will display the monitor information. Here the data collection will not be started. You can view the information only in the next polling interval.

5. Problem during Data Collection or no performance data is displayed in my screens. Why?

Reason 1: Details such as user name and password of the monitor may be incorrect.

Reason 2: In host resource, there are a few requirements to be checked before starting its discovery.

Solution: To know details on the prerequisites to monitor a system or host, refer to the Data Collection - Host Resource section in the User Guide.

Reason 3: Data collection may also be hindered, if your system date is set to a future or a past date.

Solution: Check the Last and Next Polling Interval time with your system time.

6. No reports generated for icons representing 7 and 30 days. Also, in Reports screen, on clicking on any attribute for reports, it displays a message, "No Data available to generate Reports for the specified time period".

Reason: Applications Manager archives the data for every one hour. Though the monitoring of the monitors is started, the reports are generated only after an hour.

Solution: Wait for a minimum of 1hour to view the report.

7. Scripts containing Java Programs, vbs scripts and other executable files works fine while running from the command prompt but gives error while monitoring them from applications manager.

Reason: Applications Manager on executing the script does not know the path for the java, cscript and other executable files.

Solution: So, to monitor the script, the path should be set within the script. If java is used inside the script,make sure that the classpath is set for the java.

Add the below as the first line:

for linux :-
export path=<path>

for windows :-
set path=<path>

Where <path> is the full path that you get when you type echo $path in linux and echo %path% for windows in the command prompt.

8. Not able to add monitors when the machine has a different locale and is not SNMP enabled

Reason: To add a system as a Monitor to Applications Manager, the following methods are used

1. Do a "ping " through code
2. If SNMP is enabled, check the SNMP agent and use data from it
3. Use Native Ping (ICMP Ping).

In this particular case, since the machine has a different locale, normal ping method is ruled out. SNMP is also disabled. If logged in as a normal user, Native ping will also not work.

Solution: Native ping requires Administrative privileges to work. So the user should be logged in as Administrator while starting Applications Manager to solve this problem and enable monitoring of the system.

9. How do I set up a monitor for our Websphere instance running on an iSeries (as/400) using the OS/400 operating system?

Solution: You can add the websphere servers directly for monitoring by choosing "WebSphere Server" from the "Add Monitor of type" drop down box in New Monitor screen. The OS/400 will appear as unknown under the Servers category.

10. I get the following message, "Authentication failed. Kindly verify the username and password provided" while adding server, Microsoft .NET, Exchange server through WMI

Solution: Kindly enter the username as <domainname>\<username>

11. No values are returned when I query some ASP.NET-related objects after I install the .NET Framework 3.5/2.0 SP1.

Solution: There is some problem in exposing data through WMI for which Microsoft has already issued an hotfix for this problem. Kindly refer to Microsoft to obtain the hotfix.

12. While monitoring windows applications like Microsoft .NET, Microsoft Exchange, I get "Error # The RPC server is unavailable". What should I do?

Reason: WMI or RPC server might not be available in the remote machine

Solution: Check if the WMI and RPC services are running in the remote machine.This you can check in the Services window. If these services are not started , Start them and try adding the monitors.

If there is a firewall in between Applications Manager and the remote machine, Open the ports 135, 443 & 1025 in the firewall, to enable access.

Also refer to server troubleshooting question

Even after the above steps, if you get the error, send the Support Information File with the details of your setup to appmanager-support@manageengine.com

13. Applications Manager is not adding the monitor that has SSH2 running

Reason: SSH Key based authenication is supported only for SSH2. Applications Manager will not add the monitor (even though SSH2 is running) if the entry in </etc/ssh/sshd_config> is 'Protocol 2,1'

Solution: Change the entry to 'protocol 2'. Restart SSH2 deamon.

WebLogic Monitoring

1. On discovering WebLogic server, a message is displayed stating, "Data collection yet to start. Please refresh this page after the data collection interval has elapsed".

Reason: The MBean Authorization for WebLogic 6.1 and 7.x is enabled that does not allow Applications Manager to connect to the WebLogic Server.

Solution: Disable the authorization. Refer to Creating New Monitor - WebLogic Server in the User Guide for more information.

2. When I try to monitor WebLogic I get "Data collection yet to start" even after I added -Dweblogic.disableMBeanAuthorization=true to the WebLogic startup script.

Reason 1

Adding attribute AnonymousAdminLookupEnabled="false" in SecurityConfiguration tag of Weblogic 8.1 config.xml restricts MBean details from getting accessed from remote machines without authentication.

Solution

Set the attribute value as false. For more information:
http://e-docs.bea.com/wls/docs81/config_xml/SecurityConfiguration.html
#AnonymousAdminLookupEnabled

Reason 2

In Evaluation version of Weblogic, connection is restricted to maximum 5. So request from Applicatoins Manager might be blocked.

Solution

Try restarting your WebLogic instance and ensure that Applications Manager collects data before the limit of 5 connections is reached.

Reason 3

Proxy Server blocking the connection to Weblogic Server. Proxy Server might have been configured to allow only HTTP requests.

Solution

Contact your system administrator.

3. When I monitor weblogic server, I get the message "Applications Manager could not register to the Weblogic server for Data Collection" at the top. What should I do?

Reason

For monitoring the weblogic server, Applications Manager tries to register a MBean in the Weblogic server. But for some reason, the MBean could not be registered.

Solution

Ping Applications Manager server name from the machine in which Applications Manager is running. check if the IP address is not 127.0.0.1. If so, check the entry in the system's <hosts> file[Windows: <C:\Windows\system32\drivers\etc\hosts>; Linux: /etc/hosts]. If ping <AppManager hostname> returns 127.0.0.1 then, WebLogic will not be able to get the required configuration from Applications Manager.

Check whether weblogic server host was able to connect to the Applications Manager as we connect in the browser. ie for eg, http://<ApplicationsManager hostname>:<portNumber>. This should be reachable. Also check whether any error or exceptions are thrown on the weblogic logs.

4. When I monitor the weblogic server, I get the message "Access to the weblogic MBean server is denied. Enable "-Dweblogic.management.anonymousAdminLookupEnabled=true -Dweblogic.disableMBeanAuthorization=true" in the weblogic startup file." What should I do?

Reason 1

The mbean authorization is enabled and hence these two properties must be enabled in the weblogic 7.x, 8.x and 9.x.

Solution

Disable the authorization. Refer to Creating New Monitor - WebLogic Server in the User Guide for more information.

Reason 2

In Evaluation version of Weblogic, connection is restricted to maximum 5. So request from Applications Manager might be blocked.

Solution

Try restarting your WebLogic instance and ensure that Applications Manager collects data before the limit of 5 connections is reached.

5. When I monitor the Weblogic server, I get the message, "Data Collection in progress. Please wait till the next poll interval".

Solution 1

Check whether weblogic server host was able to connect to the Applications Manager as we connect in the browser. ie for eg, http://<ApplicationsManager hostname>:<portNumber>. This should be reachable. Also check whether any error or exceptions are thrown on the weblogic logs.

Solution 2

Disable the authorization. Refer to Creating New Monitor - WebLogic Server in the User Guide for more information.

Solution 3

If you are using Free Edition, try restarting your WebLogic instance and ensure that Applications Manager collects data before the limit of 5 connections is reached.

6. I'm not able to add Weblogic Monitor. What could be the reason?

Solution 1

Check if there is any firewall between the Weblogic host and Applications Manager machine. If this is the case, then open the Weblogic host and the port in the Applications Manager side. Also note that Weblogic should be able to contact Applications Manager in Applications Manager's webserver port. By default this will be 9090.

7. Applications Manager says, "There are no JMS servers deployed in this Weblogic Server." but JMS data is present in WebLogic Server. what is the problem?

Reason

JMS and SAF support is added to Applications Manager only from version 7200. If an older version Applications Manager agent is deployed in WebLogic server, then you need to restart the WebLogic Server to get the JMS and SAF details.

WebSphere Monitoring

1. I'm trying to monitor Websphere 6.X. I'm facing problem while adding the Websphere monitor".

Check whether Websphere admin user is added to the monitor group of the perfservletApp, if global security is enabled in Websphere.

Check whether you have deployed perfservlet in the correct server.

And also, try to access any one of the below url and send us the output along with the support information file.

Base Deployment

http://<WebSphereHost>:<WebSpherePort>/wasPerfTool/servlet/perfservlet?connector=SOAP&port=
SOAP-PORT

where

WebSphere Host -> Host in which WebSphere Application Server is running

WebSphere Port -> HTTP Transport port of the WebSphere Application server

SOAP Port -> SOAP Port of WebSphere


or

Network Deployment


http://WebSphereHost:Port/wasPerfTool/servlet/perfservlet?connector=SOAP&port=NetworkDeployerSOAP
-PORT&HOST=NetworkDeployerHost

WebSphere Host -> The host of the websphere application server in which the perf servlet application is installed

Websphere Port -> HTTP Transport port of the Websphere server in which the perf servlet application is installed

NetworkDeployer SOAP PORT -> The SOAP port of the domain manager (DMGR)

Network Deployer Host -> The host in which the domain manager is running.

Detailed information can be obtained from Prerequisites for monitoring WebSphere Application Server Help.

Let us know if you are using a proxy server to connect to websphere.

Else you can try this option:[ as suggested by a customer]

Instead of trying to reuse any existing ports which seem to be having some conflicts, you can define some new ports and transport chains.

1) In WebSphere Admin Console, Navigate to Application Servers -> Server Name -> Web Container Settings -> Web Container Transport Chains
2) In this view which shows current transport chains, click on New Button
3) In the resulting wizard at step 1, Give a new name to this chain (I gave it WC_CacheMonitor_Inbound) , and from the template Drop Down box select Webcontainer (Chain 1) and click on Next
4) In Step 2 , give this a new port name to identify it , and the host , port values, For the Port I gave 9030 when creating on instance 1 and 9032 when creating on instance 2. Click on Next.
5) In Step 3, Click on Finish button.
6) Repeat the above steps for each server in Cluster (I got 4 servers)
7) Save Configuration Changes.
8) Navigate to Environment -> Virtual Hosts, Click on New button
9) In the Wizard, give a new name and click on OK button.
10) In the resulting window click on the new Virtual Host created and click on Host Aliases for that Virtual Host.
11) Add the Virtual Host by making sure to reflect the Host and Port numbers (like 9030, 9032 etc) which have been already been created in the previous steps for Web Container Transport chains.
12) Save the Configuration Changes.
13) Navigate to Applications -> Enterprise Applications -> perfServletApp --> Map virtual hosts for Web modules
14) Select the newly created Virtual Host from the Drop Down.
15) Save the Configuration Changes, and restart all Servers.
16) The perfservlet is now accessible though ports 9030 and 9032 against the hosts configured

2.I'm trying to monitor Websphere MQ Version 7 . I'm facing problem while adding the Websphere MQ monitor?

Solution

In addition to the prequisities listed here, add the below mentioned jar files for version 7 from websphere mq series installation\java\lib directory to AppManagerHome\working\jre\lib\ext directory
i) com.ibm.mq.headers.jar
ii) com.ibm.mq.commonservices.jar
iii) com.ibm.mq.jmqi.jar

3. Applications Manager says, perfservlet is not installed, but perfservlet is present. What could be the problem?

Solution

Check whether you are able to get the perfservlet.xml while invoking the url with ipaddress. For eg.,
http://192.168.23.41:9080/wasPerfTool/servlet/perfservlet?connector=SOAP&amp;port=8880

Check whether you have deployed perfservlet in the correct server.

If it doesnot respond, then check whether the virtual host is configured in the WebSphere Server. This you can check as follows

1) Login to the admin console of the WebSphere Server.
2) Expand the Environment node and click Virtual Hosts.
3) Click "default_host" and click Host Aliases.
4) Now check whether the Host Name for the port 9080 is given as "*" or hostname. If the hostname is given then you can change it to * , save the configurations and restart the WebSphere Server.
5) Then add it in Applications Manager. If it is not able to change the hostname in the existing entry, then you can add new entry for port as *

4. When I try to add the Websphere server, it gave an error message "service is not running" and monitor is not added?

Solution

When Global Security is enabled the default transport port may be disabled.

Please check the same in the following location and enable it.

From administration console
Application servers > <server name> >Communications >Ports> WC_defaulthost>

For WC_defaulthost, click on "View associated transports" link then click on WCInboundDefault and check whether it is enabled or not. If it is not enabled please enable it and restart the websphere server.

Also check whether transport port of APPserver where Perfservlet is installed is accessible from the browser.

Now try to add the monitor again.

5. Why some of the tables don't have any data or some of the fields have the value "NA" in the Websphere details page?

Solution

1) Check whether you have set the PMI level to "Standard" for version 5.x and "All" for version 6.x

2) Restart the Websphere server (all the Appservers in the Network Deployement for ND) after the above change.

3) For version 6-
Go to servers->application servers -> <Appserver> -> Performance -> Performance Monitoring Infrastructure
(PMI)

i) Enable the option Enable Performance Monitoring Infrastructure(PMI)

ii) Set the PMI level to "ALL" and restart the particular Appserver.

For version 5-
Go to servers ->application servers -> <Appserver> -> Additional properties -> Performance Monitoring Service

i) Set the PMI level to "Standard"

ii) Enable the option "server should start the service automatically at startup" with the field name "startup".

iii) Restart the Appserver after the above configuration changes.

6. If the perfservlet data is in non-English , how to change the language of perfservlet data to English?

Solution

Add a generic JVM argument (-Duser.language=en) in process definition of the application server concerned.

JBoss Monitoring

1. While trying to monitor JBoss, I get the message "No JBDC Connection pools are configured for this Server".

Reason: No Database Connection Pools are configured in JBoss server, i.e., no *-ds.xml file is present in the JBoss deployed folder.

2. While trying to monitor JBoss I get error such as 'Unable to collect Data for <host name>' and I do not get JVM and EJB details.

Reason 1: Applications Manager collects JBoss MBean details by directly connecting to the JBoss JNDI Naming service. The application http-invoker.sar which comes by default with JBoss installation is used to access the JBoss JNDI service. Ideally jbossagent.sar should have automatically been deployed by the Applications Manager in the JBoss server as soon as it is discovered. If this does not happen, you will get the 'Unable to collect Data' message.

The Applications Manager should be able to access the host where JBoss server runs and vice versa. If you suspect accessibility issue, perform the following tests to ensure the same.

To ensure if the system where JBoss is installed can be accessed, invoke the below URL from the system where JBoss is installed: http://<Applications Manager Host>:9090/classes/jbossagent.sar

To test whether the Manageengine Agent is deployed properly in JBoss, go to the JMX Console in the JBoss server and check if there is a domain named 'Manageengine'. Example: Go to the URL http://<JBoss Server Host>:8080/jmx-console/ and check for 'Manageengine' domain. If each of the hosts is not accessible, then we infer that the agent is not deployed.

Solution: To deploy the agent manually, copy the file jbossagent.sar from <Applications Manager Home>/working/resources> directory and place it in the deploy folder of the respective JBoss server and restart the JBoss server.

Reason 2: Using a customized version of JBoss.

Solution: If you are using a customized version of JBoss, the http-invoker.sar should be deployed in the JBoss Server for Applications Manager to discover and manage it. The application (http-invoker.sar) is by default deployed in the JBoss server.

Reason 3 : The http port of the JBoss server is changed.

Solution: If the http port of the JBoss server is changed then the port number in the attribute InvokerURLSuffix should also be modified in jboss-3.2.0\server\<jboss_server_name>\deploy\http-invoker.sar\META-INF\jboss-service.xml file.

Make sure that the port number in the
<JBoss home\server\<servername>\deploy\jbossweb-tomcat55.sar\server.xml>
file and
<JBoss home\server\<servername>\deploy\http-invoker.sar\META-INF\jboss-service.xml> file are same. If they are different, change the port number in <jboss-service.xml file>

Note: InvokerURLSuffix occurs in many places in the XML, wherever InvokerURLSuffix occurs, all the port numbers should be changed. See a sample file - Sample_http_invoker_sar.html which highlights all the ports that need to be changed.

Reason 4: When there are multiple IPs for the machine in which JBoss is running.

Solution: To start JBoss with proper bindaddress, use the command run.bat -b <ip address of the machine> to start the JBoss server. To obtain the <ipaddress of the machine>, execute the command ping <hostname> in the host where Applications Manager is running.

Reason 5 : JBoss is installed in a different network. Applications Manager can connect only to the JBoss server's ipaddress and could not resolve its hostname

Solution: Add an entry for jbosshostname/jbossip in <WINDOWS SYSTEM DIR>\drivers\etc\hosts in the machine in which Applications Manager is installed so that AppManager can resolve the JBoss host name. For linux add the entry in /etc/hosts file. For AppManager to monitor jboss, both ip and hostname should be accessible to Applications Manager.

Reason 5 : There is a firewall between JBoss and Applications Manager.

Solution: Port in which JBoss is running (for eg., 8080) and also, the Hostname should be accessible.
Also, try opening up RMI Object port (eg., 4444).
Refer http://wiki.jboss.org/wiki/Wiki.jsp?page=UsingJBossBehindAFirewall

3. While trying to monitor JBoss, I do not get JVM and EJB details, and a message "Select the JBoss version. Edit Monitor to change the version." appears in the top

Reason: JBoss is discovered automatically and version of JBoss is not updated.

Solution: Click the image for Configure to get EJB, JDBC, JVM details and enter the version(3.2.x, 4.x) of the JBoss.

4. While trying to add JBoss 4.2.2 monitor I get the following message "Connection refused to host: 127.0.0.1;"

Reason: JBoss binds to localhost by default. So applications manager cannot make a TCP connection to JBoss.

Solution: Use the following command and start JBoss so that it binds to all available IPs.

command line option is " -b 0.0.0.0 " (use it without quotes)

Tomcat Monitoring

1. Discovering Tomcat server fails and it displays "Manageengine Agent has to be deployed for collecting the data from Tomcat Server".

Reason: Tomcat 3.x and 4.x cannot be discovered if Manageengine Agents are not deployed in it.

Solution: To discover Tomcat 3.x and 4.x, download Manageengine agents, Tomcat3Agent.zip and Tomcat4Agent.zip respectively, that are bundled with Applications Manager, into the Tomcat server. For more information, refer to the Creating New Monitor -Tomcat Server section in the User Guide.

2. Some Tomcat Web applications are not monitored.

Reason: In Tomcat server 4.x, a deployed Web application can be monitored only when web application responds to any query. If there are no requests sent to the Web application, the web application and its servlets cannot be identified and monitored.

Solution: Query the web applications of Tomcat server 4.x. Note that, you have to do this only for Tomcat server 4.x.

3. I do not see the "Threads Availability" graph for my Tomcat Monitor.

Reason: The data for the "Threads Availability" will be shown only for 5.x versions of the Tomcat Server. This data is not available for 3.x and 4.x version of Tomcat Server.

4. When I try to monitor a Tomcat 5.x server, I get the message "Authentication details are wrong".

Reason: Tomcat 5.x, an application named Manager must be running in it for Applications Manager to monitor the Tomcat server. By default, this application will be running in the server. Moreover, the user role to access the server must also be manager.

Solution: To add a role as "manager" for any of the users such as tomcat, role1, or both, you need make changes in tomcat-users.xml file located in the <TOMCAT-HOME>/conf directory.

Example:

Default configurations in tomcat-users.xml in Tomcat Server.

<tomcat-users>
<user name="tomcat" password="tomcat" roles="tomcat" />
<user name="role1" password="tomcat" roles="role1" />
<user name="both" password="tomcat" roles="tomcat,role1" />
</tomcat-users> 

After adding the roles for the "tomcat" user, the modified entries will be as follows:

<tomcat-users> 
<user name="tomcat" password="tomcat" roles="tomcat,manager" /> 
<user name="role1" password="tomcat" roles="role1" /> 
<user name="both" password="tomcat" roles="tomcat,role1" /> 
</tomcat-users> 

On making the configuration, restart the Tomcat Server.

Now, when adding a new Tomcat (5.x) monitor, specify the username/password as tomcat/tomcat when discovering the Tomcat Server.

5. In Tomcat monitoring, some URLs/applications that are not present in my Tomcat are shown. Why does this occur?

Reason: In 4.x and 3.x versions of Tomcat Servers, we track all the requests that comes to the Tomcat Server and from the requests we add the applications for Tomcat Server. Hence the random URLs are shown.

6. I have multiple Tomcat Servers and also a separate Apache Server running. In this scenario, I'm not able to discover or monitor a Tomcat Server.

Monitoring of Tomcat Server depends on its deployment. This section explains the possible deployment scenarios of Tomcat. Your configuration of host name and the port depends on these scenarios. Also, for Tomcat Server versions 3.x and 4.x, agent has to be deployed for monitoring.

1. Standalone Tomcat Server

This is a general scenario wherein you have a Tomcat server which has the HTTP (apache)
within its deployment. In this case, when configuring a tomcat monitor, specify the host name of the Tomcat server and the port of the HTTP.

2. One Tomcat Server (with HTTP) and one external instance of Apache

There is one Tomcat server with HTTP (apache) instance running in it and another external Apache running outside.

Example: Tomcat server name: Tomcat A; HTTP (in Tomcat server) port: 8080; External Apache server port: 80

In this case, while configuring for a Tomcat monitor, specify the host name as 'Tomcat A' and specify the port of the HTTP that runs with the Tomcat and not the external Apache, i.e., specify the port as 8080 and not 80.

3. One Tomcat Server (without HTTP) and one external instance of Apache

There is one Tomcat server without HTTP in it and another external Apache running.

Example: Tomcat server name: Tomcat A; HTTP (in Tomcat server) port: Not available; External Apache server port: 80

In this case, while configuring for a Tomcat monitor, specify the host name as 'Tomcat A' and specify the port of the external Apache, i.e., 80.

4. Multiple Tomcat Server (with HTTP instances in each of these servers) and one external instance of Apache

There are multiple Tomcat servers, say 3, with HTTP instances in each of them and another external Apache running.

Example: Tomcat Server names: Tomcat A, Tomcat B, Tomcat C; HTTP (in Tomcat servers) port: 8070, 8080, 8090 respectively; External Apache server port: 80

In this case, you need to create tomcat server monitor individually for Tomcat A, Tomcat B, and Tomcat C and specify their ports as 8070, 8080, and 8090 respectively.

5. Multiple Tomcat Server (without HTTP instances in these servers) and one external instance of Apache

There are multiple Tomcat servers, say 3, without HTTP instances in them and another external Apache running.

Example: Tomcat Server names: Tomcat A, Tomcat B, Tomcat C; HTTP (in Tomcat servers) port: Not available; External Apache server port: 80

You can monitor only one of the instances in this case. Contact appmanager-support@manageengine.com if you would like to have it added.

7. I am not able to collect data from tomcat server.

If the proxy settings are configured wrongly , then Tomcat Data collection will have problems as it purely uses HTTP requests.

Check whether you are able to access the Tomcat Server from browser in Applications Manager machine . If you are able to access the Tomcat Server from browser in Applications Manager machine , then configure the same proxy settings in Applications Manager. Say for example if you have enabled "Bypass proxy server for local addresses" option in browser , then enable the same in Applications Manager.
Proxy configuration details in browsers :
Internet Explorer :
Tools-->Internet Options-->Connections --> LAN
Settings
Mozilla :
Edit --> Preferences-->Advanced-->Proxies

In case of Tomcat Version 5.x you can make use of the below link from the system where Applications Manager is running to check the status of tomcat
http://<hostname>:<port>/manager/status
hostname- name of the computer in which tomcat version 5.x is running
port- the port in which tomcat is running

8. I am not able to Monitor Tomcat on HP-UX servers

Try disabling SNMP Discovery for HP-UX machines, because HP-UX might have it's own SNMP agent and it returns wrong ip-address. To disable SNMP - Refer Link

9. How to configure Tomcat Monitor for JBoss 3.2.5 and above ?

Steps to configure Tomcat Monitor for JBoss 3.2.5

1. Append the following in the web.xml present in \deploy\jbossweb-tomcat50.sar\ROOT.war\WEB-INF folder

" <servlet-mapping>
<servlet-name>Status Servlet</servlet-name>
<url-pattern>/manager/status</url-pattern>
</servlet-mapping>

<servlet-mapping>
<servlet-name>Status Servlet</servlet-name>
<url-pattern>/manager/</url-pattern>
</servlet-mapping>

<servlet-mapping>
<servlet-name>Status Servlet</servlet-name>
<url-pattern>/manager/status/</url-pattern>
</servlet-mapping>"

2. Restart the JBoss server.
3. Configure a tomcat monitor by clicking New Monitor --> Select Tomcat Server in the combo box.
4. Select the version as 5.x and create the monitor. This will create a monitor for the Tomcat webserver running in JBoss3.2.5.

10. Manager Application needs to be running for collecting the data from Tomcat Server. How to enable Manager Application?

The Manager Application will come by default in the Tomcat Installation.

To check whether it is already running or not , Connect to the following url in the browser.

http://host:port/manager/html

Try <host> as ipaddress, dns name and fully qualified dns name.

Check whether the following folder is found in tomcat installation.

<TOMCAT_HOME>/server/webapps/manager

If the folder is not found, send a mail to appmanager-support@manageengine.com with all details like Version of the Tomcat Server.

Oracle Application Server Monitoring

1. Oracle Application Server monitoring has stopped for our Oracle AS instance. What might be the problem

Solution: Check if the home container that contains the aggrespy page is running, if not restart the home container

2. In Oracle Applications server, the response summary graph is not coming (even though there is no response summary, we should be getting a graph with all 0s)

Solution: The pie chart does not come when all the values in it are zero. During the first poll all the values are zero because there are no previous values

Microsoft .NET Monitoring

1. Why am I getting the Troubleshoot link for the attributes shown in .NET monitor pages?

Reason: This is because the WMI class is not available or not registered.

Solution:

Step 1:

Execute the following command in the remote machine where .NET is running.

<wmiadap /f>

This will reconstruct and register the WMI classes. Then in Applications Manager go to the .NET monitor page, click Edit Monitor link on the right side, give the password and save the settings. Then check whether the data is collected for the attributes for which Troubleshoot link was shown.

Step 2:

In case even after this, if data is not shown, kindly send us the following details to appmanager-support@manageengine.com

2. Why am I getting the Troubleshoot link for the attributes shown in .NET monitor pages?

Solution: Please refer to this link.

SAP Monitoring

1. I'm getting this error when I try to get the SAP monitor:" Root Cause: Service port 3 not accessible from H0000952D ????Diagnose the Problem? Having trouble adding Monitors?..."

Solution:

Have your security team to add or modify the S_RFC authorization object in the user profile for USRMONITOR to include the SYST function group. Also refer the following forum post for further details.

https://www.sdn.sap.com/irj/sdn/message?messageID=1651404

Database Monitoring

1. While trying to discover Oracle Database server, it fails and prompts with some message.

Reason 1: Service is not running.

Solution: The oracle server is down or the oracle server is not accessible from the applications manager machine.
Try to open a socket to the oracle machine by executing the following command from the machine in which applications manager server is running,
telnet oracle_hostname oracle_portnumber.

Reason 2: Unable to connect to Oracle Server.
Error Message:
Io exception:
Connection refused (DESCRIPTION=(TMP=)(VSNNUM=135294976)(ERR=12505)(ERROR_STACK=(ERROR =(CODE=12505)(EMFI=4))))

Solution: The Instance Name (Service Name) specified in Applications Manager is wrong or this instance is not running. Try to connect to oracle using SQL plus and the "Connect String/Service Name" given when you are connecting through the SQLPlus, should be given as Instance Name in Applications Manager.

The instance name can also be found out from the <oracle-installation directory\network\admin\listener.ora>.
In <listener.ora> file, you will have an entry <SID_NAME = orcl>, where orcl is the Instance name.

The instance name can also be found out from the<oracle-installation directory\network\admin\tnsnames.ora>.
In <tnsnames.ora> file, you will have an entry <SERVICE_NAME = orcl>, where orcl is the Instance name.

Reason 3: Unable to connect to Oracle Server. Error Message: 7

Solution: Replace the <Applications Manager Home>\working\classes\classes12.zip file with the <Oracle Installation Home>\jdbc\lib\classes12.zip file. Then restart the Applications Manager server.

Reason 4: The user does not have proper privileges. Enter a user with DBA privileges.

Solution: System tables could not be queried. So configure the user, who has the permission to query the system tables. You can refer to the oracle tables used in Applications Manager from the following file -
<AppManager Home\working\conf\application\Oracle.xml>

NOTE:If none of the above fixes the problem, execute the file OracleDebug.bat under appmanager9\bin\troubleshooting and send the result to appmanager-support@manageengine.com

2. When I add a new Oracle Monitor, the monitor is added successfully but I see two Oracle Monitors added in the web client for the same Oracle server.

Reason: When you add a Oracle Monitor, Applications Manager discovers the Oracle database server and adds a Oracle Monitor. Additionally, it also adds another Monitor for the particular instance of the Oracle database that you have configured. By this feature you can monitor each instance of the same Oracle database.

Solution: The extra Oracle Monitor that is displayed in the client is harmless. You can simply retain the Oracle Database Monitor for the the instance and delete the other Monitor.

3. I have set up monitoring of an Oracle database. The tablespace status and tablespace usage areas show no data or error.

Solution:

You can execute the TABLESPACE STATUS query
1. Go to <Appmanager/working/conf/application> directory
2. Then open the <Oracle.xml> file and check for the string "TABLESPACESTATUS".
3. Below that, you will find the queries for getting the Table Space Status statistcis.
4. Execute those queries in the Oracle Server and send the output to appmanager-support@manageengine.com

4. Oracle Server is running but when I try to add through Applications Manager it is saying "Service is not running".

Solution: Kindly do the following checks

1)The "Connect String" given when you are connecting through the SQLPlus , should be given as Database Name in Applications Manager.

2) Kindly check whether the "Database Name", you have given is properly configured in following files in Oracle Installation.

Go to the following directory in Oracle Instalation..

<Oracle_Installed_Dir>/products/10.1.0/<DBName>/NETWORK/ADMIN

a)In <listener.ora> file, check whether the HOST and ORACLE_HOME is configured properly.
b)In <tnsnames.ora> file, check whether the HOST and SERVICE_NAME is configured properly.

HOST - The machine name in which Oracle Server is running.
ORACLE_HOME - <Oracle_Installed_Dir>/products/10.1.0/<DBName>/
SERVICE_NAME - It is the DatabaseName you have given in Applications Manager.

Go to the following directory in Oracle Installation.

<Oracle_Installed_Dir>/products/10.1.0/admin/<DBName>/pidfile

In the <init.ora> file , check whether the db_name is configured correctly. Also let us know what is the value of "db_domain", where db_name is the Database Name.

If possible, restart the Oracle Server TNS Listener and Database. Then try adding the Oracle Server in Applications Manager.

5. I tried adding oracle monitor, not able to add, it says "Permission denied".

Reason: The required privileges are missing

Solution: For creating new oracle database monitor, you should have
1. Admin privileges
2. Minimum User privileges ->user with CONNECT and SELECT_CATALOG_ROLE roles [some might try changing the SYS as SYSDBA for adding oracle monitor. It is not possible to change the SYS as SYSDBA because Applications Manager uses JDBC for connecting with Oracle. In JDBC mode, changing of user
into another user privilege is not possible.

6. When adding a new MySQL monitor, i get a message "The MySQL Server is not accessible from the Applications Manager Server host.Kindly add permissions .......".

Reason: In the MySQL database (that you are trying to monitor), the user name assigned to Applications Manager should have the permission to access the MySQL database from the host where Applications Manager is running.

Solution: A relevant user who has the privileges to do the same should be set. To provide permission for a specific user (of the host where Applications Manager is running) to access the MySQL server, follow the steps given below.

  1. In the host where the MySQL (which you are trying to monitor) is running, login as admin user.
  2. Execute the following commands.

USE mysql
INSERT INTO user (Host,User) VALUES('<Applications Manager Host>','<user>');
GRANT ALL PRIVILEGES ON *.* TO '<user>'@'<Applications Manager Host>';
FLUSH PRIVILEGES;

Example:

USE mysql
INSERT INTO user (Host,User) VALUES('jean.corp.com','root');
update user set PASSWORD='235401fa1b36a59d' where HOST='jean.corp.com';
GRANT ALL PRIVILEGES ON *.* TO 'root'@'jean.corp.com';
FLUSH PRIVILEGES;
[where, 'jean.corp.com' is the Canonical Host Name and 'root' is the user]

NOTE:Execute the file MySQLDebug.bat under appmanager9\bin\troubleshooting and send the result to appmanager-support@manageengine.com

7. Problem occurs while adding DB2 Monitor.

Solution: Database name is case sensitive, Kindly verify the same. Make sure that user either has admin rights or must has access to SYSPROC procedures. Further, we support only DB2 8.x

NOTE:Execute the file DB2Debug.bat under appmanager9\bin\troubleshooting and send the result to appmanager-support@manageengine.com

8. Problem occurs while adding MS SQL Monitor.

Execute the file MsSQLDebug.bat under appmanager9\bin\troubleshooting and send the result to appmanager-support@manageengine.com

9. why I can only view 100 MS-SQL databases in Applications Manager?

Microsoft kbase link ( http://support.microsoft.com/kb/330088?) . Applications manager showing only 100 databases in MS SQL is a restriction in the SQL server and it is not a problem with Applications Manager

Server Monitoring

1. When I try to discover Windows machine, "Authentication failed. Kindly verify the user name and password provided" message is thrown, though I provided valid authentication details.

Reason: The Applications Manager is running in Windows and you are trying to discover another Windows machine without Admin access.

Solution: It is important to note that user with any type of access can log in to Linux, whereas Admin users only can log in to Windows when the server is running in Windows machine.

2. While discovery is happening automatically, the servers fall under 'Unknown' category

Reason: SNMP agent is not running in the host.

Solution: If the system has SNMP agent running in it Application Manager will be able to discover the correct OS. If not, go to Monitor details page under Unknown category, click on Edit Monitor and configure the details.

3. I'm not able to view the CPU Data while monitoring Linux systems in SNMP mode.

Reason: Applications manager queries the OID in HOST-RESOURCES.mib for getting the CPU data in SNMP mode. In linux machines the OID does not return any value. Hence the UCD-MIB is queried. For this purpose you need to enable the permission for viewing the UCD MIB OIDs.

Solution: To grant permission,

  1. Edit snmpd.conf file usually located in /etc/snmp/ directory.
  2. Add the following view under views.
# name incl/excl subtree mask(optional)
view systemview included .1.3.6  
  1. Grant access to that view by adding the following.
# group context sec.model sec.level prefix read write notif
access notConfigGroup "" any noauth exact systemview none none
  1. Start the SNMP agent.

4. I am not able to view the Data in SNMP mode - getting "No data Available" message. What should I do?.

Solution: Execute the script snmpwalk.bat / .sh under appmanager9/bin/troubleshooting folder

Send the output you get, to appmanager-support@manageengine.com.

5. I am not getting the data for Memory Utilization in Telnet or SSH mode for SUN Solaris server.

In Telnet and SSH mode, Applications Manager will execute the command in the server (SUN Solaris) and direct the output to a text ( app.txt ) file. This text (app.txt) file will be temporarily created and deleted once the content is read by Applications Manager.

Check whether the user (same user name as given in Applications Manager while adding the SUN Solaris server) has the permission to create the file and check whether there is enough space for creating the simple text file.

6. I am not getting the data for Memory Utilization in Telnet or SSH mode for HP-UX server.

In Telnet and SSH mode, Applications Manager will execute the command in the server (HP-UX) and direct the output to a text ( appmanager.txt ) file. This text (appmanager.txt) file will be temporarily created and deleted once the content is read by Applications Manager.

1. Check whether you are able to get the output for the command
/export UNIX95=1;top -h -n5 -d1 -f appmanager.txt;cat appmanager.txt ;rm -f appmanager.txt

2. Check whether the user (same user name as given in Applications Manager while adding the HP-UX server) has the permission to create the file and check whether there is enough space for creating the simple text file.

7. I am not getting the data for CPU Utilization for servers (Linux, AIX, SUN Solaris, HP-UX, FreeBSD) in Telnet or SSH mode.

In Telnet and SSH mode, Applications Manager will execute the command
/usr/bin/vmstat 1 3.
Check whether you are able to get the output for the command.

8. I am not geting the data for Memory Utilization or DiskUtilization in Telnet or SSH mode for servers (Linux, AIX, HP-UX, FreeBSD).

In Telnet and SSH mode, Applications Manager will execute the following commands

Linux

Memory Utilization - free -b
Disk Utilization - /bin/df -Pm

AIX

Memory Utilization -

Ensure whether you are able to get the output for the command sudo svmon -G.

If you are able to get the ouptut, change the command for Memory Utilization of AIX to sudo svmon -G in the file HostResource.xml under Appmanager_Home/working/conf/application directory and restart Applications Manager.

If not, enable sudo in the server you are monitoring.

For further details about sudo refer the below link

http://www.gratisoft.us/sudo/

Disk Utilization - /usr/bin/df -k

HP-UX

Disk Data - /usr/bin/bdf

FreeBSD

Memory Utilization - export UNIX95;top -d 1 -n 2
Disk utilization - /bin/df

Check whether you are able to get the output for the above commands.

9. I am not able to get the Process list for the server (Linux, AIX, FreeBSD ,HP-UX, SUN Solaris) in Telnet or SSH mode.

Applications Manager will execute the following command to get the Process list

Linux
- /bin/ps -eo fname,pcpu,pmem,command|cat;echo The Process Completed successfully

FreeBSD
- /bin/ps -axwwwwwwwwo comm,pcpu,pmem,command|cat;echo The Process Completed successfully.

SUN Solaris
- /bin/ps -eo fname,pcpu,pmem,args;echo The Process Completed successfully.

IBM AIX
/bin/ps -eo comm,pcpu,pmem,args|cat;echo The Process Completed successfully.

HP-UX
export UNIX95=1;ps -ef -o comm,pcpu,vsz,args;echo The Process Completed successfully.

Check whether you are able to get the output for the above commands.

10. How to find the response time of a server ?

we have two modes :
1. ICMP Ping : We will execute the following command.
ping <hostname>
based on the time taken for the above command, the response time of the server is measured.
2. If the ICMP Ping fails, we will do a TCP\UDP Port check in the remote system. This is based on the mode of the monitoring you have configured for the remote system. If the mode is "TELNET", we will connect to the port 23 and check whether the system is up. The time taken for connnecting to the above port is taken as Response Time.

11. What are the services that should be running in remote windows machine while monitoring windows machines through WMI mode?

The following Services should be running in the remote Windows machines.
1) Remote Procedure Call (RPC) -- Port : 135
2) Windows Management Instrumentation (WMI) -- port : 445
If firewall is enabled, these ports should be opened in the firewall.

12. "Authentication Failed or Access denied" message is shown, when trying to add the Server Monitor through WMI mode.

1) Domain Name and IP address Issues
Try by giving the username as Domainname\username.

Say for example ZohoCorp\admin

If the username is not a domain account, try by giving the machinename\username.

admin\admin

If you are not aware of the domainname or username, Check in Control Panel --> User Accounts. Here you can see the users in the system and which domain and groups the user belongs to.

- Use wbemtest to find the error message when connecting to the remote system.

Click on Start --> Run --> wbemtest

It opens up Windows Management Instrument Tester. Click Connect button. In the first text box (root\default) , give the <\\hostname\root\cimv2>

Give username and password. Now click the Connect button. If it gives error, try giving the ipaddress in the place of hostname. <\\ipaddress\root\cimv2>

If it works, then through ip address only you would be able to access the machine. This may be due to some wrong entires in the hosts file in <C:\Windows\system32\drivers\etc\hosts> file. Remove the wrong entries in the file and try with the hostname.

2)DCOM Settings
On Remote Computer:
Check whether DCOM is enabled on the remote computer, you are trying to monitor.

Click on Start - Open the Run console, enter dcomcnfg - it opens Component Services console.

Click on Component Services --> select Computers -->Click on My Computer (Right Click on this and select Properties).

Then click the Default Properties tab and check whether the following properties are the same as mentioned below.

a) Check Box "Enable Distributed COM on this machine" is selected.

b)Default Authentication Level is Connect .

c)Default Impersonation Level is Impersonate or Identify.

If there are changes in above properties, then configure as mentioned above and check whether you are able to add it in Applications Manager.

Now ensure it has been changed in the registry too.

From the Start --> Run --> Enter regedit . This will open up the Registry Editor Console.

Click on My Computer -> HKey_Local_Machine ->Software -> Microsoft -> OLE -> EnableDCOM, should be set to 'Y'.

3) Checking the COM Security
Click on Start - Open the Run console, enter dcomcnfg - it opens Component Services console.

Click on Component Services --> select Computers -->Click on My Computer (Right Click on this and select Properties).

Then click the COM Security tab and check whether the following properties are the same as mentioned below.

Then click Edit Default in Access Permissions. Then check whether Remote Access is enabled for SELF and SYSTEM.

Also, again Click on My Computer, then click on DCOM config node and select Windows Management Instrumentation. Then right click and select properties. And check whether the Authentication Level is set as Default.

4) WMI Security
On Remote Computer:

Check whether the given user has enough permissions for accessing the WMI from the remote machine you are trying to monitor.

From the Start --> Run --> Enter wmimgmt.msc . This will open up the Windows Management Infrastructure Console.

Right Click on the WMI control and select Properties -> security tab -> security button

Then check, whether the Group in which the user belongs to, has full permissions like Remote Enable. If there are no permissions then select the check boxes for Allow and save the changes.

Then try to add the server in Applications Manager.

In case, you dont want to change the permissions for the Group, create a user with Guest role for this.

Go to Control Panel --> User Accounts.

Then add a user with Guests role. Then go to Security Page in Windows Management Console. And click "Add" button. In Windows 2000, it will list the newly created user. You can just select, add and grant all permissions.

In Windows XP, you have the option of "Enter the Object names to select" textarea , where you have to give the username as machinename\username. Now click ok , it will add that user and grant permissions for that user and save.

Now try adding the server with that username and password for monitoring.

5)Verifying Rights for the User
On Remote Computer

From the Start --> Run --> Enter gpedit.msc. This will open Group Policy Console

Then click on Local Computer Policy -- > Computer Configuration -->Windows Settings --> Security Settings --> Local Policies --> User Rights Assessment --> Impersonate a Client after Authentication.

Here add the user with which you are trying to add this server for Monitoring in Applications Manager. After doing this try to add the server with that username for monitoring in Applications Manager. It is required that the user has admin privilege for adding a windows monitor in WMI mode.

6) Local Security Settings
If Remote Machine is an Windows XP computer, make sure that remote logons are not being coerced to the GUEST account ("ForceGuest", which is enabled by default computers that are not attached to a domain). To do this, open the Local Security Policy editor. From the Start --> Run --> Enter secpol.msc . This will open up the Local Security Settings Console. click on -> "Local Policies" -> "Security Options"-> "Network access: Sharing and security model for local accounts". If this is set to "Guest only", right click on properties, change it to "Classic" and restart your computer.

7)Also on an Windows XP SP2 computer, configure the firewall to allow remote administration. To do this, open a command prompt and type: netsh firewall set service RemoteAdmin

8)Necessary Windows Services
On Remote Computer
Make sure that all remote access and WMI-related services are enabled and running. On Windows XP, the following services should be running or allowed to start on demand:

COM+ Event System
Remote Access Auto Connection Manager
Remote Access Connection Manager
Remote Procedure Call (RPC)
Remote Procedure Call (RPC) Locator
Remote Registry
Server
Windows Management Instrumentation
Windows Management Instrumentation Driver Extensions
WMI Performance Adapter
Workstation

9) From the Start --> Run --> Enter wmimgmt.msc . This will open up the Windows Management Infrastructure Console. Right click on properties -> logging. Enable Verbose login on the remote machine.

13. When adding a Server Monitor through WMI mode, I get error like "RPC Server is not available".

1) Try to add server using domain-name\username and with username alone.

2) Check whether you are able to ping to the remote windows machine from the Applications Manager machine. Try ping with hostname and ipaddress.

3) Check for any firewall in between the machine where Applications Manager is running and the remote windows machine.

If there is a firewall , then you have to open up the ports in firewall for monitoring. The ports are 135 (RPC) and 445 (WMI).

Then try adding it in Applications Manager.

Even after opening up the ports, you might get the same error. WMI in the remote machine may use some random port to reply back to the WMI calls (that you make to the remote server from Applications Manager Machine). However, you can restrict it to use some range of ports only. So, it is necessary that those ports should also be opened.

More information and procedure about how to restrict the allocation of random ports to some specific range of ports is available in the following link.

http://support.microsoft.com/kb/300083

the above configuration should be done in the remote machine that you want to monitor

4)Check whether the RPC and WMI Services are running in the remote machine.

In the remote machine go to Click Start --> Run --> services.msc

Check whether the Service Remote Procedure Call and Windows Management Instrumentation is running.

If it is not running start those Services and try adding it in Applications Manager.

5) Use wbemtest to find the error message when connecting to the remote system.

Click on Start --> Run --> wbemtest

It opens up Windows Management Instrument Tester. Click Connect button. In the first text box (root\default) , give the <\\hostname\root\cimv2>

Give username and password. Now click the Connect button. If it gives error, try giving the ipaddress in the place of hostname. <\\ipaddress\root\cimv2>

If it works, then only through IP address you would be able to access the machine. This may be due to some wrong entires in the hosts file in <C:\Windows\system32\drivers\etc\hosts> file. Remove the wrong entries in the file and try with the hostname.

If it still does not work, send the screen shot of the error dialog which comes in wbemtest to appmanager-support@manageengine.com

14. While trying to configure server monitor for a particular server I am getting the below error
"Error # The RPC server is too busy to complete this operation"

Please refer the following trouble shooting links for fixing the problem with your RPC server,
http://support.microsoft.com/kb/177446
http://support.microsoft.com/kb/905700

15. What are the services that should be running in remote windows machine while monitoring windows machines through SNMP mode?

For monitoring windows machines through SNMP mode , the SNMP Agent should be running at port 161. If firewall is enabled, then this port should be opened up.
(161 is the default port of SNMP Agent).

16. SNMP mode monitoring issues in SuSe Enterprise Server version 9

Solution: Kindly upgrade to snmpd from SLES9 ServicePack 3.

17. Is it possible to do wildcard process monitoring?for eg., monitor a process www*, if any of the two or more processes (like www1 OR www2) is available

Solution: You can monitor two process by following the below steps
1) Select any one of the server Monitors - for eg, Windows.
2) Select 'add process monitor' from the right hand side of the window.
3) Select the process that you would like to monitor. This will add the selected process.
4) Now go to the Process Details Table and click Edit.
5) In the 'Process Name' field, enter the process name that you want to monitor without wildcard symbol.
for eg, if you have two processes with names service1.exe and service2.exe then, in the process display name field give the process name as service. Applications Manager will now check the availability for both service1.exe and service2.exe .
6) Then save the changes.

18. How do I update the server name in the database?

Solution: Kindly follow the given steps given below

1 )Execute <AppManager Home\bin\troubleshooting\updatehost.bat> file with the old and new hostname as arguments.

For example,

updatehost.bat oldhostname newhostname

where oldhostname is the name what is displayed in Applications Manager. This you can find by going to the Monitors details page of any services in the host.
The newhostname is the latest name. Also use updateIPaddress for changing ipaddress of server.

2) After executing this, kindly restart the Applications Manager and check whether the hostnames are updated.

3) Note: This will change the hostname of the monitors. The displayname of the monitors will not be changed. You can change this by going to Edit Monitor link for the individual monitors.

19. How do I monitor a server, when ping is disabled between the applications manager and the server

Solution: Kindly follow the given steps given below

1) Edit <AppManager Home\conf\AvailabiltyTests> file

2) Change the entry <am.porttestenabled=false> to <am.porttestenabled=true>

3) Then change : if telnet <am.portstotest=23>, if SSH <am.portstotest=22>, if WMI <am.portstotest=445,135>

4) Restart Applications Manager and then add the system

20. Monitor response time is high?

Reason: This issue will occur if there are no DNS entries configured for the ipaddress monitored in Applications Manager.

Solution: This issue is fixed after changing the JRE used in Applications Manager to 1_5_06 version. Users facing this problem, contact appmanager-support@manageengine.com.

21.  I'm having problems in disk utilization monitoring of file systems in HP-UX systems.

Solution:

Refer the forum post for a workaround to this problem
http://forums.manageengine.com/?ftid=49000003285492

22. In Snapshot view of the SNMP Agent monitor, details for CPU, memory, and disk utilization are not shown.

Reason: HOST-RESOURCE-MIB may not be implemented in the SNMP Agent.

Solution: Install and configure windows SNMP agent which has HOST-RESOURCE-MIB implemented by default, on the host being discovered. Then, delete the host resource monitor and discover it again. To know more information on installation of SNMP agent, refer to the SNMP Agent Installation section in the User Guide.

23.  While trying to monitor the servers, I get "No data Available" for Disk I/O Statistcs

Solution:
  1. The connection  must be established only through TELNET or SSH mode.
  2. Check whether the command iostat -d or iostat -x for Disk I/O Statistics and lsps -a for Page Space exists in the system

24. There seems to be a problem with "Disk IO Statistics" for Linux servers; on some hosts it seems to work, on others I get no values, or values that don't seem to change at all. Monitoring is done via SSH in all cases, also the "iostat" command is installed & working (as described in the troubleshooting tips). Operating systems are Debian Sarge and Ubuntu 6.06 (partly 64bit). What should I do?.

Solution: Edit <AppManager8\working\conf\application\HostResource.xml> file.
Change the command for linux ( the commands for linux will be present under the tag heading POLL ID="Linux" ).
Under linux, change disk io stat command (present under the tag heading CATEGORY ID="Disk IO Stats")
from iostat -d to LANG=C iostat -d .
After making the changes save the file and restart applications manager for this to take effect.

25.  I am not able to add Servers through SSH key based Authentication. What should be done?


Check the following.

1) Make sure that you are running SSH2 version as there is no support for SSH1 version.

2) User permission to the folder .ssh should be 700 and for the file /.ssh/authorized_keys, it should be 600.

Use the below command to change the user permission for this folder and

the file.
chmod 700 .ssh
chmod 600 .ssh/authorized_keys

3) Open the command prompt of the server that you are trying to add from Applications Manager using Public key Authentication and try the following.

ssh username@hostname

You should be able to login to the server without the prompt for the password.

4) Also verify with the Troubleshooting tips.
#m76

5) After testing all the above points, restart the SSH2 deamon.

6) Now, add the monitor through SSH key based authentication. The private key you have given should be as it is in this file. The format should not be changed.

7) Uncomment the following lines in "sshd_config" file

# Default Encryption algorithms and Message Authentication co # Default Encryption algorithms and Message Authentication
Ciphers aes128-cbc,blowfish-cbc,3des-cbc    | #Ciphersaes128-ctr,aes128-cbc,arcfour,3des-cbc,bl
MACS hmac-sha1,hmac-md5    | #MACS hmac-md5,hmac-sha1,hmac-sha1-96,hmac-md5-96

Note: In the server which you are trying to monitor through SSH, the PasswordAuthentication variable should be set as 'yes' for the data collection to happen. To ensure this, access the file /etc/ssh/sshd_config and verify the value of PasswordAuthentication variable. If it is set as 'no', modify it to 'yes' and restart the SSH Daemon using the command /etc/rc.d/sshd restart.

26.  While monitoring windows server in WMI mode, my memory usage is showing wrong data?

Solution:

We are using Win32_OperatingSystem in WMI to get the Memory details in the Windows 2003 Server. When the total memory in the system is greater than 4 GB, it will not report correct details. This is an issue in Windows 2003 + Service Pack 1 version. Please refer the link for more details - http://support.microsoft.com/kb/906868/ . Apply the hotfix.

27.  How to reconstruct the WMI classes?

Solution:

MOF (Managed Object Format) file is the mechanism by which information about WMI classes is entered into the WMI Repository. It is possible that the class definitions currently in the Repository have somehow become corrupted; in that case, recompiling your .MOF files will cause those class definitions to be overwritten and replaced with the same, uncorrupted class definitions used when the operating system was originally installed.
Execute the following commands in the command prompt

for Windows 2003/XP

* c:\windows\system32\wbem\Mofcomp.exe c:\windows\system32\wbem\cimwin32.mof
* c:\windows\system32\wbem\Mofcomp.exe c:\windows\system32\wbem\cimwin32.mfl


for Windows 2000

* c:\winnt\system32\wbem\Mofcomp.exe c:\winnt\system32\wbem\cimwin32.mof
* c:\winnt\system32\wbem\Mofcomp.exe c:\winnt\system32\wbem\cimwin32.mfl


If you get a path not found error ,please replace windows (in case of Windows 2003/XP) winnt(in case of windows 2000) with your %windir% (Windows Directory name)

This will reconstruct all the perfom WMI classes.Also refer the following link for more details.
http://www.microsoft.com/technet/scriptcenter/topics/help/wmi.mspx#ECIAC

Website Monitoring

1. When I change the IP of a website to a new one, the URL monitor still pings the old IP

Reason: JVM resolves the DNS name and caches it for ever.

Solution: You should set the time to cache the DNS resolution in the following file.

Appmanager/working/jre/lib/security/java.security

Edit the file and check for the following line

networkaddress.cache.ttl

By default this line is commented. Uncomment this line and change the value to 60 from -1. Then start Applications Manager.

2. Monitoring NTLM based URLs is not working

Reason: cryptix-jce-provider.jar might not have been uploaded.

Solution: Refer to NTLM help in User guide.

Service Monitoring

1. In Service Monitoring, while trying to discover SNMP Agent running at 161, a message "Service is not running" is displayed.

Reason: The Service is running over UDP (User Datagram Protocol). Service Monitoring can discover services running in only connection protocol such as TCP (Transmission Control Protocol).

Solution: Discover SNMP Agent through Services->SNMP Agent. Refer Discovering SNMP Agent section of New Monitor.

2. When I configure a Web Server to be monitored, I see that the system in which the Web Server runs is also added. Now, when I delete the system, the Web Server is also deleted. I would want to see only the Web Server.

Reason: When a System Monitor (Windows, Linux, Solaris, Unknown) is deleted the dependent services are also removed because the presence of a System is mandatory for monitoring other Monitors (like SNMP, MySQL, etc.,) that are running within that System.

Deleting a system deletes the services also running in that system. But deleting a service running within that system does not delete the System itself.

3. While adding Apache, IIS Monitor, message 'Service not running' is shown

Solution: Try to access Apache or IIS server from Applications Manager's browser. Open Command Prompt in Applications Manager machine and execute the following commands and check for the specified outputs.

1) For Apache: telnet <Apache hostname> <Apache portnumber>

2) Then a blank screen appears, type GET / HTTP1.0 (it will not be visible), then press 'enter' key twice.

3) In the output that comes in the screen. check for the word server and look at the value corresponding to it. The output would be in the following format, for eg.,

HTTP/1.1 200 OK
Date: Wed, 14 Jun 2006 07:23:49 GMT
Server: Apache/2.0.55 (Win32)
Content-Location: index.html.en

4) Only if word Apache is found next to Server, Applications Manager would add Apache Monitor.
------------------------------------------
1) For IIS: telnet <IIS hostname> <IIS portnumber>

2) Then a blank screen appears, type
GET / HTTP/1.1
Host:<IIS hostname>

(it will not be visible), then press 'enter' key twice.

3) In the output that comes in the screen. check for the word server and look at the value corresponding to it. The output would be in the following format, for eg.,

HTTP/1.1 200 OK
Server: Microsoft-IIS/5.1
Date: Wed, 14 Jun 2006 07:13:42 GMT

4) Only if word IIS is found next to Server, Applications Manager would add IIS Monitor.

4. I get this message while monitoring web services "Proxy setting updated. Please restart Applications Manager" What should be done?


This message will appear if an external web service (internet) and an internal web service(intranet) are being monitored interchangeably.

The reason being, the proxy setting changes do not take effect dynamically. The internal web service URLs need to be bypassed from the proxy while the external ones need proxy. This is just an one time work. So you can configure all your web services and then restart Applications Manager

5. On adding a service to be monitored, I get a message "Service is not running" (or) some of my services that are being monitored generates false alarms.

During Monitor Creation: Check for the following

1. Check if you can ping the host - "ping <host>". Also check if there is any spelling mistake in the hostname.

2. Execute the Telnet command- "telnet <host> <port>" from AppManager machine.

3. Check if the Subnet mask provided is correct. Inspite of the checks, if you still get the error, kindly send the support information file to appmanager-support@manageengine.com.

Reason:
During Monitoring, The message 'Service is not running' is displayed if the service is actually not running in that host or the service is heavily loaded that it takes more time to respond.

False alarms are also generated when services such as Tomcat, WebLogic, JBoss, Ports, Oracle, MySQL, MS SQL are heavily loaded and take time to respond.

Solution: By default, if the service does not respond within 5 seconds, alarms are being generated. You can change this default value of 5 seconds. To do so, follow the steps given below.

  1. Edit the file AMServer.properties located in the <Applications Manager Home>/conf directory.
  2. Change the time (in seconds) set for am.sockettest.timeout attribute.
  3. Restart the Applications Manager Server.

Mail Server / Exchange Server Monitoring

1. Why do the counters in the Exchange counters always show "NA"?

Reason: This problem occurs when the WMI classes are not registered in the remote machine where Exchange server is running.

Solution: Execute the following commands in the command prompt of remote machine and wait for one poll interval and check whether the data is shown properly for the Exchange server monitor.

The commands differ with the operating system
* For Windows 2000 the command is 'winmgmt /resyncperf'

* For Windows XP and 2003 the command is 'wmiadap /f'

Script Monitoring

1.  When I try to add the script monitor, I get the error "Either the script does not exist or the given mode was wrong. Please verify it."

Solution:
1) Please make sure that the script exists and the absolute path to the script is correct.

2) Also verify the Mode you entered. This you can verify from /etc/passwd. Please open the file /etc/passwd and search for the user name (same user name as given in Applications Manager or the same user name who will execute this script).

For example, you will be seeing like sam:x:500:500::/home/sam:/bin/bash for the user sam. Here bash is the Mode. You can try with the same mode you get from /etc/passwd.

2.  Can I use QEngine 6.6 scripts for QEngine Script monitoring in ManageEngine Application Manager?

You will be able to integrate Applications Manager with QEngine 5.4. Currently, there is no support for integrating Applications Manager with QEngine 6.6

Custom Applications Monitoring

1. While creating a new screen in Custom Application, I get a message "The SNMP Object Identifier specified is invalid or is not a 'Simple' type as specified by the 'Attribute Type' option".

Reason: Either SNMP OID is wrongly mentioned or the MIB containing the OID is not implemented in the SNMP Agent.

Solution: Check whether MIB containing the OID is available in the <Applications Manager Home>/mibs directory of Applications Manager. For more information, refer to the Working with MIB Browser section of Custom Application in the User Guide.

2. While adding a Custom Application Monitor, the WebLogic Model MBeans are not listed for configuration.

Solution: For WebLogic Model MBeans to be displayed in CAM, perform the following steps.

  1. Copy the file weblogic.jar from WebLogic installed directory (eg: C:\bea\weblogic81\server\lib\weblogic.jar). Rename this file as weblogicclient7_0_common.jar and place it under <Applications Manager Home>/working/classes directory.
  2. Edit the file startApplicationsManager.bat/.sh located in <Applications Manager Home> directory. Set the system property as following:

-Djava.naming.factory.initial=weblogic.jndi.WLInitialContextFactory

  1. Restart the Applications Manager.

3. Can I connect to the MBean Server of a JDK 1.5 Java Application ?

Solution: It is possible to monitor the various attributes exposed by JDK 1.5 through JMX. You can verify the following in your scenario :
1. The JNDI name in the "New Monitor" form for "JMX[MX4J/JDK1.5]" should be changed to "/jmxrmi" as this is the JNDI name and the port is as specified.
2. In case you are connecting from a remote machine i.e., the Applications Manager is running in a different machine from which your application(java program) is running then you need to specify the following system properties, before starting your application.

-Dcom.sun.management.jmxremote -Dcom.sun.management.jmxremote.port=port number

-Dcom.sun.management.jmxremote.authenticate=false -Dcom.sun.management.jmxremote.ssl=false

You can then create the monitor. After creating the Monitor, you can use the "Add Attributes" link in the monitor details page (Custom Attributes) to add and monitor the various attributes exposed by the JVM.

4. I am unable to add an enterprise specific SNMP OID for monitoring

Reason: The problem with the OIDs not getting added from the mibs was because the mib file name and the mib definition were different.

Solution: The module name and file name should be same to ensure that the SNMP parser can find the dependent MIB. The first MIB here may have a dependency on second MIB. The Mib parser will not parse all MIBs in the directory due to performance reasons. It will look for a file with the exact name as the module name of the parent Mib. Hence it is required to have the module name and Mib file name the same to allow the Mib parser to find the dependent Mib. For proper parsing of a mib file, the mib file name and the mib file definition should be of same name and case. Check if this is the case and change accordingly.

5. Clicking on the mib browser link takes to support page and shows an error message in linux

Reason: you are using the Applications Manager in the Linux machine in headless mode. The DISPLAY variable has not been set properly.

Solution 1: Do the following steps to set the DISPLAY variable before starting the Applications Manager:

1. Export DISPLAY=machinex:0.0 [This should be executed in the Applications Manager machine to set the DISPLAY variable]
2. xhost + [This should be executed in 'machine x' to provide permission for the remote hosts to open the GUI] where "machine x" should be a Linux machine with XWindows installed (with Display).

Solution 2: Execute <unset DISPLAY> command and then execute the Applications Manager startup script.

6. If MX4J /JDK 1.5 application requires certificates, what should I do?

Solution: If the JMX Agent requires truststores please follow the below steps

1. Edit the <AppManager Home/startApplicationManager.bat/sh> file.
2. Add the option -Djavax.net.ssl.trustStore=<path to the truststore> and -Djavax.net.ssl.trustStorePassword=<truststore password> to the java runtime.
3. Restart Applications manager server. Add the JMX monitor again

If Applications Manager is running as a service, Edit the <AppManager Home/working/conf/wrapper.conf>, add
-Djavax.net.ssl.trustStore=<path to the truststore> and -Djavax.net.ssl.trustStorePassword=<truststore password> to any wrapper.java.additional statement.

 

7. In WebLogic 8.1, web transaction monitoring is not working.

Reason: JDK 1.5 is not supported by WebLogic 8.1. Web Transaction Monitoring will work on JDK 1.5 only. Hence WebLogic Monitoring 8.1 web transaction monitoring is not possible.

8. While adding the Web Transaction Monitor I get the message 'Service is not running. Web Transaction Agent may not have been deployed. ' though I have deployed the agent in my application server.

Reason & Solution: Check if the Web Transaction Agent is deployed correctly in the application server. Look for the message 'Problem while starting the agent web server' in the startup logs of the applications server. If this message is present it means that there was a problem in deploying the web transaction agent. The exception should provide the exact root cause of the issue.

The web transaction agent, by default, starts on port 55555. Check if this port is preoccupied. Refer the help for changing the default port.

9. The Web Transaction Monitor gets added successfully but in the details page I get the message 'No transaction data available'.

Reason: This is because no URLs were executed in the application server after deploying the web transaction agent. Execute few URLs in the application server and check if they appear in the details page.

10. Though there are repeated execution of URLs in the application server I don't find the data getting updated in the Applications Manager client.

Reason: The Web Transaction agent uses a configuration parameter called 'Sampling Factor' to collect the metrics. By default this parameter is configured as 100. This means that for every 100 executions of an URL only one statistic is collected in the agent. Refer Help for more details on configuring sampling factor.

Also the agent does not maintain the history of the URLs executed. Only the latest execution of an URL gets stored in the agent.

11. I have successfully enabled Web Transaction Monitor in JBoss server when server starts up by the run.bat file, but in the case if JBoss is installed as a Windows service using the JavaService executable (as explained in JBoss wiki), how can we plug the transaction agent in the server?

Solution: There is an option available (jvm_option) for JavaService.exe file using which you can pass additional parameters to the program. More info about this can be seen from the below URL

http://www.multiplan.co.uk/software/javaservice/docs/description.html

Add the "-javaagent:<path to WebTransactionAgent.jar>" to this option.

Alarms

1. The Availability of a monitor is shown as down, though the monitor is running fine.

Reason: The monitor was not available during the last polling interval.

Solution: Wait till the next polling interval. You can see the Last and Next Polling Intervals in the Monitor Information page.

2. The status of Availability and Health of monitor group or monitor is unknown.

Reason 1: The polling interval is not complete.

Solution: Click on the monitor. The 'Next Polling Interval' of the Monitor Information page provides information of the time when the next polling interval starts.

Reason 2: Thresholds are not configured for health or threshold conditions are not met.

Solution: To do this, follow the given steps:

  1. Create threshold profile. Refer to the Creating Threshold Profile section in the User Guide.
  2. Associate thresholds with respective monitor. Refer to the Associating Threshold and Actions with Monitor section in the User Guide.

Reason 3: Dependencies are not configured for monitor in a monitor group.

Solution: Configure dependencies for health and refer to the Configuring dependencies in the User Guide for more information.

Reason 4: The monitor-specific details are not set.

Solution: To do this, click on the monitor and provide its configurations.

3. I created actions and threshold but I don't receive any alarms based on them?

Reason 1: The actions and thresholds are not associated with monitor to receive alarms.

Solution: For more information, refer to Associating Thresholds and Actions with Monitor in the User Guide.

Reason 2: The value of the parameter has not crossed the threshold limits.

4. alarms are generated even when the value of the parameter is within acceptable limits?

Reason: Applications Manager has a set of pre-defined thresholds for the dynamic parameters. When the value of these dynamic parameters meets the threshold limit, it generates alarms by default. If the default threshold values defined do not match your requirement, you can delete/modify it.

Solution: To do this, go to view thresholds and delete/edit the threshold associated with the dynamic parameter.

5. alarms are not generated and actions are not executed even when they are associated to an attribute of monitor?

Reason: alarms and Actions will not be executed when the severity remains the same.

Solution: The alarm and actions are executed if the state changes (previous severity and current severity are different)

6. I did not receive any e-mails, though the alarms are generated.

Reason: SMTP Mail server is not configured.

Solution: You need to configure SMTP mail server to receive e-mails. Refer to the Configuring Mail Server section in the User Guide for more information.

7. On clicking the alarms tab , I get a message
"[Exception n:/webclient/common/jsp/ TabComponent.jsp] null" .What should I do?

Reason: The issue is because the name of the machine where Applications Manager is running is not resolved in the DNS.

Solution: This is resolved after adding the host and IP mapping in </etc/hosts> file in the machine where Applications Manager is running.

8. I cannot set an alarm at the monitor group level for availability without setting an alarm for
critical levels. For individual monitors, it works fine and I can set an alarm only for availabilty. But not at the group level.

Solution: For configuring alarms for availability of a Monitor Group, you should use the Configure alarms link near the pie chart in Today's Availability box. 'Availability' link is not expanded by default, by clicking on the link, you can expand and configure the alarms.
You can configure email actions at the health and availability level individually both for monitor and monitor groups.
Note:
1. Ensure that you have expanded any hidden (by default) html elements
2. make sure you have seen all the options present in the drop down box.

9. In Execute program action / script monitoring, while executing a .bat file with echo or rem, it fails. Also some commands like ftp are not working.

Solution: In few Windows machines, some commands inside the batch file will work if we put a '@' in front of these commands. Kindly try it out.


10. When I am Executing Programs from the Action(s) menu from Application Manager the program gives me this message. "The Program exited with code 1". The action Tomcat (Start) has been successfully executed. But nothing happens when I run the program. This is a batch file that I would like to use to start tomcat. The batch file works fine with I just click on it to execute it. Also I am having problems running other batch files from Application Manager.

Solution: When you use batch scripts (.bat) always use at least 2 batch scripts, one script starts another one, e.g.
script1.bat: call scriptx.bat
scriptx.bat: echo 'hello'

It's also good to know how how script1.bat works on the machine so send output to log file
script1.bat: call scriptx.bat > script1.log

When your script works fine and you still get the message "The Program exited with code 1" add to end of script1.bat following command
set %errorlevel=0

11. I have a machine that is running at very high CPU utilization, and it is generating dozens of emails per day. So I decided to temporarily remove the alarm for this test by moving the actions out of the associated actions fields. However, I am continuing to receive alarms? .

Check out whether the alarm you had got is for the CPU (or for that specific attribute) or for the health of that monitor. Because, the actions might be removed for the CPU (or for that specific attribute) but not for the health of the monitor.

12. I am not getting the alarm even when the threshold limit is crossed.What needs to be done?

Solution: Check out the value in the Admin -> Action / alarm Settings -> Consecutive Polls Count. That value determines how many poll intervals it should wait to determine whether alarm can be generated or not.

13. My SMS alarm message is truncated. What needs to be done?

Solution: Go to the Admin tab -> Action / alarm Settings and click on the checkbox - 'Send Complete SMS Information, even if service provider restricts it'? in that page.

By default , the complete information that you configure while adding SMS Action is sent through the SMS. Some SMS service providers restrict the length of characters sent through the SMS. This could result in truncated message delivery. If you would want to send only information on the Monitor, Attribute, and its Severity, deselect this option. For E.g., "Health of JBoss Server is critical" will be the SMS format that is received. This is in addition to the message provided when creating the SMS action.

14. I would like to create an alarm for all events except for certain event with ID 'xxxx'.

Solution: Open notepad and save the file as 'EventLogExcludeList.txt' under the following folder "C:\Program Files\ManageEngine\appmanager9\working\conf". Open that file and do the following edits as given below:

#EventID, SOURCE, Category, User, EventType, Message xxxx,*,*,*,*,*

Here 'xxxx' represents the EventID. Save the file. If you want to exclude another EventID, then add the new entry in the same file as given above. By doing so, the particular EventID which you have mentioned in EventLogExcludeList.txt file will be excluded.

General

1. While reporting a problem to the support team, what are the details that are required?

Solution:

a. Build number (to find the build number - go to Support tab in the product -> Product Information -> Build Number)
b. Browser version if it is a web client related problem
c. Operating System
d. Firewall Information
e. Error messages in console or web client if any
f. Support information file (to create Support Information File - go to Support tab in the product -> Applications Manager Support -> Support Information File)
g. Whether you are running the Applications Manager in Linux or Windows machine. If you are running in Windows whether it is running as a Service
h. Whether you have any anti virus software running in the machine in which Applications Manager is running. If you are running anti virus software, you have to skip the directory in which Applications Manager is installed
i. Monitors you have configured in Applications Manager
j. Screenshots

2. Where does Applications Manager store the data? Is it possible to store the data in Oracle server.

Solution:

Applications Manager stores data in PostgreSQL and MS SQL Database and as of now it is not possible to store the data in any other database.

3. How to back up Applications Manager data? Detail Procedure to migrate the Applications Manager to another machine with current configuration and historical data.

Solution 1: By executing the scripts BackupPGSQLDB.bat/.sh and RestorePGSQLDB.bat/.sh, you can take a backup of the data and restore it when needed.

Kindly refer to the help link.

Solution 2: An alternate Method would be to copy the database directory directly into the new installation. Refer to the following link for the procedure : link.

Solution 3: If the Application Manager build is below 8010 please contact our appmanager-support@manageengine.com team for assistance.

Note: Refer here to locate build no.

5. How to change the Applications Manager port that was given during installation.

Solution: Edit the file <AppManager Home>\conf\AMServer.properties>. Change the port number entry in
<am.webserver.port=desired port number> for eg., <am.webserver.port=8080>

6. How to View PDF reports in languages other than English?

Solution: For viewing reports as PDF in languages other than English in Acrobat reader, the desired language font needs to be added in the acrobat installation directory, from the below link.

http://www.adobe.com/products/acrobat/acrrasianfontpack.html

7. Using AppManager 7 on Slackware 10.2 I could not figure out where it was getting the ip for connecting to Mysql during startup (the second time, after the tables were created) which made it time out during the process

Solution: Check whether the IP is defined in </etc/hosts> on the machine, because Gnome does'nt run if the host name does not resolve to an IP which is not really needed ( in case of a virtual machine). To get rid of the message while the virtual machine is connected to the network, it is possible that the ip has been added in </etc/hosts>.

8. Why I'm not able to see Shutdown button in Admin tab?

Reason: Shutdown button in Admin tab appears only for the default 'admin' user. It does not appear for other newly created users even with admin role. Check if you have logged in as default 'admin' user.

9. When I look through the data values in the table below the chart, I see the max value as
10,325, but why is the chart showing a different data (5700.58) as the maximum value?

Reason: Applications Manager plots the chart based on Hourly Average values and not for the maximum value in the table

10.What should I do when Applications Manager GUI stalls and does not respond?

Reason: Create a Suppport File and ThreadDump and send it appmanager-support@manageengine.com, along with the steps to reproduce the issue.

Support File - Follow the instructions given here to generate Support File.

To create a ThreadDump, access the following link in a new browser:
http://<AppManager_host>:<AppManager_port>/jsp/threaddump.jsp at the same time when the issue persist.

Enterprise Edition

1. Why a Proxy Server Setting is needed in the Managed Server?

Reason:

If there is a proxy required to contact the Managed Server machine from the Admin Server machine through https, you need to provide the Proxy Server Setting.

During installation of Managed Server, in the screen where you have to enter the Host Name, Webserver Port, SSL Port of the Admin Server, click on the Proxy Server check box to enter the Host Name, Webserver port, username and password of the proxy server.

In case, if you give wrong proxy configuration information during Installation, you can change the info by editing the <AppManager Home/conf/AMServer.properties.

2. My Admin Server monitor count exceeds the licensed count. Error message is thrown in the New Monitor form of Managed Server. What should I do?

Reason: The total number of licensed monitors in Admin has exceeded.

Solution: Login to Admin Server. Jump to any of the Managed Servers and unmanage monitors to balance the monitor count.

3. I have installed one Admin Server and one Managed Server of Applications Manager in
the same server. I connected Admin Applications Manager from the web client and navigated to some pages. Then I connected to the Managed server and accessed some pages. When I try to navigate again to some admin pages, it goes to login page?

Reason: The host name will be set in the Browser Cookies for session tracking. As both Admin server and Managed Server are running in the same server, the host name will be same for Admin Server and the Managed Server and you cannot navigate to the Admin and the Managed Server at the same time.

Solution: You can connect one server with the host name and another server with the IP address.

For example, say I am running Admin and the Managed Server in the same server AppSer1. The IP Address of the server AppSer1 is 192.168.112.96.

And the fully qualified domain name of the server AppSer1 is AppSer1.company.com.

You can connect one server with the host name and another server with IP address. Also you can try one with host name and another server with domain name. If you want to connect to Applications Manager from the localhost, you can also connect using localhost.

Possible options are,
1) http://AppSer1:<portNumber>
2) http://AppSer1.company.com:<portNumber>
3) http://192.168.112.96:<portNumber>
4) http://localhost:<portNumber>
5) http://127.0.0.1:<portNumber>

Options 4 & 5 can be used, if you want to connect from the localhost, where Applications Manager is running.

Also you can have two host names for the same server and can access them independently.