# Tips to Troubleshoot OpManager Following are a few tips which may be handy to get over your initial hiccups when using OpManager. - [Starting Trouble](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#start) - [Discovery](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#discover) - [Mapping](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#map) - [Monitoring](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#monitor) - [Alerting and Notification](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#alert) --- ## Starting Trouble! - [Failed to establish connection with Web Server. Gracefully shutting down](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#start1) - [Error Code 500: Error in applying the OpManager 6.0 license over opmanager 5.6 or the version upgraded from 5.0](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#start2) - [Can't create tables or not all the tables are created properly' error is displayed during OpManager startup](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#start3) - [Error downloading client files from BE](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#start4) ### 1. Failed to establish connection with Web Server. Gracefully shutting down. **Cause 1** While starting OpManager as `root` user in Linux platform, the server goes down with the following message: > "Failed to establish connection with web server. Gracefully shutting down .." This is because OpManager starts its Apache Web Server as `nobody` user and `nobody` group. The Apache Server may not have read and execute permissions to access the files under `` directory. Hence, the connection to the Apache Server will not be established and the OpManager server will gracefully shut down. **Solution** - Change the value of the parameter `Group` in `httpd.conf` file found under `/apache/conf/backup/` directory. Change: ``` Group #-1 ``` To: ``` Group nobody ``` - Provide executable permission to `httpd` file available under `/apache/bin/` by executing the following command: ``` chmod 755 httpd ``` OpManager server starts successfully after performing the above mentioned steps. **Cause 2** If you are using Linux 8.0/9.0: In Linux 8.0/9.0, a file named `libdb.so` is not bundled. In earlier versions it was bundled. This file is needed by Apache. Without this, apache does not start in Linux 8.0. This results in the issue you are facing. **Solution** The file has been bundled with the product and is present in the `/lib/backup` directory in the latest version of OpManager. Copy it to the `/lib` directory and restart OpManager. This solution has worked for those using Fedora and Mandrake Linux too. If you continue to face the problem, then execute the script `StartWebSvr` (this will be a `.bat` file in Windows installation and `.sh` file in Linux installation) in the `/apache` folder of OpManager installation and send us the output. If yours is a Debian Linux, then check if `libgdbm.so.2` is available under `/usr/lib` directory. If not, you can install the stable version of `libgdbmg1`. Download this package from the URL: http://packages.debian.org/stable/libs/libgdbmg1 --- ### 2. Error Code 500: Error in applying the OpManager 6.0 license over opmanager 5.6 or the version upgraded from 5.0 **Cause** License issued for OpManager 6.0 fresh installation does not work when you upgrade 5.x version to 6.x. **Solution** This issue is encountered when you evaluate OpManager 5.6 and subsequently apply the new license for OpManager 6.0. Follow these steps to move the database to the new fresh installation of OpManager 6.0 exe\bin: 1. Shut down OpManager. (If OpManager is running as a service, stop the service from Control Panel > Services window) 2. Download upgrade pack from this link: https://www.manageengine.com/products/opmanager/service-packs.html 3. Run the script `UpdateManager.bat` (`UpdateManager.sh` for Linux) in the `/bin` folder. This opens the Update Manager tool. 4. Click "Install" and then click "Browse" to select the Upgrade Pack file (the `.ppm` file that you'd downloaded). 5. Follow the on-screen instructions to apply the Service/Upgrade Pack. 6. Once the upgrade is complete, start OpManager Server. 7. Take the backup of these folders: - `/OpManager/mysql/data` - `/OpManager/conf/` - `/OpManager/users` 8. Uninstall OpManager. 9. Download OpManager version 6.0 using this link: https://www.manageengine.com/products/opmanager/download.html?pro 10. Move the folders back to the new installation in the same location. 11. Start OpManager and apply the license. If you feel this is cumbersome, the simplest solution would be to request OpManager 5.0 license from the license team. --- ### 3. Can't create tables or not all the tables are created properly' error is displayed during OpManager startup. The data tables may be corrupted. You can repair the corrupt tables. Run `repairdb.bat` under `\bin` directory. After this, run the `ReInitializeOpManager.bat` script in the same directory. This will remove all the tables created. Restart OpManager. --- ### 4. Error downloading client files from BE **Cause** This error occurs when the database tables are corrupted. The corruption can happen due to improper shutdown of OpManager such as during power outages. **Solution** The database must be repaired and OpManager needs a restart. Here are the detailed steps: 1. Stop OpManager Service 2. Open a command prompt and change directory to `/opmanager/bin` 3. Execute `RepairDB.bat/sh`. This repairs all the corrupt tables. 4. After it finishes executing, run it once again to ensure all corrupt tables are repaired 5. Restart OpManager. --- ## Discovery - [Devices are not discovered](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#disc1) - [Devices are identified by IP Address and not host names](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#disc2) ### 1. Devices are not discovered **Cause** This can happen if the ping requests to device get timed out. **Solution** To resolve this, increase the ping timeout in the file `/conf/ping.properties` and try again. --- ### 2. Devices are identified by IP addresses and not by host names **Cause** If DNS Server address is not set properly in the machine hosting OpManager, the DNS names of the managed devices cannot be obtained from the DNS server. Other possible reasons: - The DNS Server is not reachable - The DNS Server is down during discovery - The DNS Server does not exist **Solution** Ensure that the DNS Server is reachable and configure the DNS Server address properly. --- ## Mapping ### 1. Some of my Routers are discovered as Desktops or Servers **Cause** The devices may not be SNMP enabled or the SNMP agent in the device is not responding to queries from OpManager. **Solution** Enable SNMP and rediscover the device. Despite this, if you face issues, troubleshoot as follows: - Do you see a blue star in the device icon on the maps? This implies that the device responds to SNMP request from OpManager. If the device is still not classified properly, simply edit the category from the device snapshot page. - If SNMP agent is not running on the router, it will be classified as a server or desktop. You can verify this by the blue star appearing on the top left corner of the device icon for the SNMP-enabled devices. To categorize the device properly, start the SNMP agent in the device. Refer to [Configuring SNMP agents in Cisco Devices](https://www.manageengine.com/network-monitoring/help/userguide/configuring_cisco_agents.html) for details. Rediscover the device with correct SNMP parameters. - If the SNMP agent is running on the router and you still do not see the blue star in the device icon, then check if the SNMP parameters are properly specified during discovery. If not, rediscover the device with correct SNMP parameters. - The router is discovered as a server or desktop if the IP Forwarding parameter of the device is set to false. To set the value of this parameter to true: 1. Invoke `/opmanager/bin/MibBrowser.bat` 2. Expand `RFC1213-MIB` 3. In the ip table, click `ipForwarding` node 4. Type `1` in the Set Value box and click **Set SNMP variable** on the toolbar 5. Rediscover the device with correct SNMP parameters Similarly, for switches and printers too, enable SNMP in the device and rediscover. --- ### 2. How are Servers categorized in OpManager? Some servers are classified under desktops! Following devices are automatically classified under servers based on response to SNMP/telnet request to the devices: - Windows 2003 Server - Windows 2000 Server - Windows Terminal Server - Windows NT Server - Linux Servers - Solaris Servers Following devices are classified under desktops: - Windows 2000 Professional - Windows XP - Windows NT Workstation - Windows Millinium Home Edition - Devices not responding to SNMP and Telnet If any of the servers are classified under desktops, simply import them into servers. Refer to the [steps](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#map) mentioned to check for SNMP. --- ## Monitoring - [Despite SNMP being enabled on the device, the dial graphs for CPU, Memory, and Disk Utilization are not seen](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#monitor1) - [Telnet/WMI-based resource monitor is not showing any data](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#monitor2) - [WMI Monitors are not working. It always says 'error # access denied'](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#monitor3) ### 1. Despite SNMP being enabled on the device, the dial graphs for CPU, Memory, and Disk Utilization are not seen. **Cause** SNMP may not be enabled, or the SNMP agent is not responding to requests. **Solution** Check the SNMP configurations, rediscover the device and re-add the monitors. Troubleshoot as follows: Possible reasons for the graphs not appearing: - The Resource monitors may not have been associated to this device. Associate the monitors. - Check if SNMP is enabled properly on this device. If yes, the Agent may not have responded to the SNMP request. Check if the Agent is responding using the Mib Browser. - If the device has just been added, wait for the first poll to happen. Steps to troubleshoot: 1. In the device snapshot page, scroll down to the monitors list. Click the Edit icon against a monitor (for instance, CPU Utilization monitor). Click the **Test Monitor** link in the resulting screen. If the monitor responds to the test request, you will see the dial graph. 2. If there is an error message after step 1, it can be because of the SNMP request to the CPU variable getting timed-out, or the OID may not be implemented in the MIB. 3. To confirm, invoke the tool `MibBrowser.bat` present in `/bin` directory. Load the Host Resource MIB and query the OID `.1.3.6.1.2.1.25.3.3.1.2` for the device that is not showing the CPU dial. 4. If there is a response for the query in MibBrowser, it implies that the OID is implemented and the dial not appearing can be due to SNMP timeout. Configure the SNMP timeout by including the parameter `DATA_COLLECTION_SNMP_TIMEOUT 15` in the file `NmsProcessesBE.conf` for the process `PROCESS com.adventnet.nms.poll.Collector`. Look for the following default entry in this file: ``` PROCESS com.adventnet.nms.poll.Collector ARGS POLL_OBJECTS_IN_MEMORY 25 POLL_JDBC true MAX_OIDS_IN_ONE_POLL 15 AUTHORIZATION true DATA_COLLECTION_QUERY_INTERVAL PASS_THRO_ALL_POLLING_OBJECTS true CLEAN_DATA_INTERVAL ``` Include the additional parameter: ``` PROCESS com.adventnet.nms.poll.Collector ARGS POLL_OBJECTS_IN_MEMORY 25 POLL_JDBC true MAX_OIDS_IN_ONE_POLL 15 AUTHORIZATION true DATA_COLLECTION_QUERY_INTERVAL PASS_THRO_ALL_POLLING_OBJECTS true CLEAN_DATA_INTERVAL DATA_COLLECTION_SNMP_TIMEOUT 15 ``` 5. If there is no response in the Mib Browser, it implies that the OID is not implemented. The vendor must be requested to implement this variable. Alternatively, associate a Telnet/WMI-based monitor for this device. Delete the existing SNMP-based monitor, click the Add Monitor link again and select Telnet/WMI-based monitors. --- ### 2. Telnet/WMI-based resource monitor is not showing any data - If you have added a Telnet/SSH/WMI based Resource monitor, check if the UserName and Password specified are correct. Click the "Password" link to configure the correct username and password to the device. - Ensure that you have configured the domain administrator user name and password for WMI Monitors if the device is in a domain. Configure as `\` in the User Name field. If the device is in a workgroup, it is sufficient to configure the device username and password. - Despite the correct user name and password, if you are still unable to see the dial graphs in Windows devices, try the following steps: - Open a command prompt and change directory to `/opmanager/conf/application/script` - Type: ``` cscript cpu.vbs ``` If this command returns a proper output, you should be able to see the dials. If you encounter an error such as `Error # Access denied`, verify the login credentials once again. - If the monitored device is Windows XP, try the following: - Go to Administrative Tools → Local Security Policy → Security Options - Select **Network access: Sharing and security model for local accounts** - Right-click and select **Properties** - Change the privilege from **Guest** to **Classic** - Remove and re-add the monitors Check to see if the monitors are up. --- ### 3. WMI Monitors are not working. It always says 'error # access denied' **Cause** Login credentials are incorrect. **Solution** Follow the steps below: 1. Verify if you have provided the domain administrator username and password to connect to the device. If the device is in a domain, the user name should be like `domain name\administrator name`. 2. If the login credentials are correct, try associating a WMI based monitor (preferably, a Free/Used Space in MB/GB graph) to the Exchange Server using: Resource Monitors → Add Monitor → WMI based monitor → Free/Used Disk Space in MB/GB. You should get the list of drives available in the device. 3. If step 2 does not work, enable the WMI and RPC services on the Windows system and try again. 4. This can also happen if the DCOM settings are not configured properly. You can check the exact error by running a VBS script from the command prompt: ``` cd [OpManagerHome]\conf\application\scripts\ cscript cpu.vbs [machinename] [domainname]\[username] [password] ``` 5. You can also try configuring the DCOM settings: From the Run prompt of your Windows 2000 Server, type `dcomcnfg` and expand the tree under Component Services → Computers. Click on **My Computer** and select **Default Properties**. Check the following: - Enable Distributed COM on this computer - Enable COM Internet Services on this computer - Select the Default Impersonation Level as "Impersonate" - Edit the COM Security settings if needed 6. If the above steps do not help, try changing the service Log-on details: - Go to Windows Service UI - Open **Properties** dialog of the **ManageEngine OpManager** service - Go to **Log On** tab - In the **Log on as** option select **This Account** and enter `domain name\username` and password, which has rights to access WMI data - Save and restart OpManager **Note:** This will make the tray icon and splash screen disappear. --- ## Alerting and Notification - [Email notifications are not received](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#alert1) - [Error! page is displayed when a profile is selected](https://www.manageengine.com/network-monitoring/help/troubleshoot_opmanager/troubleshoot.html#alert2) ### 1. Email notifications are not received **Cause** Profile may not be associated to the device, or the mail-server settings may be incorrect. **Solution** - Check if the notification profile is associated to the device - Check if the correct criterion is selected in the profile configuration - Ensure the mail-server settings are configured correctly --- ### 2. Error! page is displayed when a profile is selected. **Cause** The profile name may contain special characters or a space. **Solution** You will not be able to delete the profile from the client in such case. Follow the steps below: 1. Stop OpManager 2. Open the file `/conf/alert.filters` 3. Remove the `...` element containing the profile configuration 4. Restart OpManager --- ## Knowledgebase For further tips to troubleshoot or find resolutions, dig into our [online knowledgebase](http://support.opmanager.com:8080/sd/SolutionSearch.sd) or write to us at http://support.opmanager.com.