# Troubleshooting guide ## ManageEngine OpManager Yes, the title of this document says it all!! OpManager is a very simple and easy-to-use application and you will simply need to install the application and get started. That still does not rule out the fact that there might be a few issues coming in the way, slowing down your objective of getting your resources monitored by OpManager. This document helps you troubleshoot the common problems that you might encounter when using OpManager. 1. [Get over initial hiccups](#initial) 2. [Monitoring Configurations](#monitor) 3. [Alerting and Notifications](#alert) 4. [Reporting](#reporting) 5. [Enabling RDP and Telnet in Browsers](#enable_remote_connection) ## Tips to get over the initial hiccups Following are a few tips which may be handy to get over your initial hiccups when using OpManager. For easier navigation, these are further classified as follows: - [Starting Trouble](#start) - [Discovery](#discover) - [Mapping](#map) ## Starting Trouble! - [Failed to establish connection with Web Server. Gracefully shutting down](#start1) - [Error Code 500: Error in applying the OpManager license](#start2) - [Can't create tables or not all the tables are created properly' error is displayed during OpManager startup](#start3) - [Error downloading client files from BE](#start4) ### 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. 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 Madrake 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 libgdmg1. Download this package from the url http://packages.debian.org/stable/libs/libgdbmg1 ### Error Code 500: Error in applying the OpManager license #### Cause This error is encountered where there is an incompatibility between the version of application installed, and the version specified in the procured license. #### Solution Contact OpManager support with the details of the version installed including the Build number and email the license sent to you. You will be sent a compatible license after verification. ### Can't create tables or not all the tables are created properly' error is displayed during OpManager startup #### Cause The database tables may be corrupted. #### Solution You can repair the corrupt tables. Run the 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. ### 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](#disc1) - [Devices are identified by IP Address and not host names](#disc2) ### 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. ### 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. The other possible reasons could be: - 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 - [So many 'Unknown' devices! How do I resolve this problem?](#map1) - [How are Servers categorized in OpManager? Some servers are classified under desktops!](#map2) - [How to define proper Device Templates?](#devicetemplates) ### So many 'Unknown' devices! How do I resolve this problem? #### Causes **What is an 'Unknown' device?** To start with, it is important to understand how OpManager categorizes the devices into servers, routers, switches etc. OpManager relies on industry standard protocols like SNMP, CLI, and WMI to 'identify' the devices. SNMP is the standard protocol across all device categories while CLI is specific to Unix-based servers, and WMI is specific to Windows environment. A device is grouped under 'Unknown' devices category due to the following reasons: - Does not have one of these protocols enabled. - In-correct user name and password or a user does not have the required privilege. For instance, WMI expects the user to have domain administrator's privilege. - An Anti-virus or a Firewall does not allow OpManager to access. - Network configuration that restricts access to some information on the systems in your network. - Few security settings in case of Windows environment that dis-allows access. So, even if OpManager is able to ping and discover the device successfully, it does not know where to put the device and therefore marks it as 'Unknown'! **What to do?** To reduce the number of devices getting classified as 'Unknown', [configure the correct credentials](https://www.manageengine.com/network-monitoring/opmanager-quickstart.html#configure_discovery_credentials) even before initiating discovery. Doing this saves a lot of time and effort on re-work. **Resolving Unknown devices in the devices already discovered** *SNMP-enabled devices* If the device supports SNMP, 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. 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 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. *CLI / WMI-enabled devices* If you have decided to disable SNMP authentication on Unix-based servers, [configure Telnet or SSH credentials](http://help.opmanager.com/add_credentials) and associate the credentials to the servers. Similarly, for Windows devices, configure WMI credentials and associate the credentials to the devices. Re-discover the devices with the new credentials. ### 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 Millennium Home Edition - Devices not responding to SNMP and Telnet If any of the servers are classified under desktops, simply import them into servers. Refer the [steps](#map) mentioned to check for SNMP. ### How to define proper device templates to get the devices classified correctly? Defining device templates before you initiate discovery, helps in proper classification. Over 11000 device templates are available out of the box. If SNMP is enabled on the monitored devices, and if proper credentials are configured in OpManager, most devices fall into the correct category. Modify an existing template or create a new one based on need. **1. When should I modify/update an existing template?** Assume you have purchased a new Cisco 7613 router and you would like to monitor it using OpManager. OpManager already has a device template for Cisco 7600 series routers with few sysOIDs in these series updated in the template. All you need to do is edit this template to include the sysOID of Cisco 7613 router if it is not present already, configure the snmp credential for the router and then discover it! **2. When should I create new templates?** *Scenario 1* Let us now assume you have purchased a Cisco 10000 series router. OpManager does not have a template yet (this is as of Build no.8052!). Just go ahead and create a new template. *Scenario 2* Assume you have a whole new set of IP Phones, or some Environment Sensors that are manageable (that supports SNMP). These devices cannot be classified under any of the default categories like servers, routers, switches etc, and deserve a separate category. The managing parameters too differ for this new device type. An ideal situation where you will define a new category view (Eg: Sensors) and define a fresh device template. You can have different models of sensors from the same vendor in a template or even combine Sensors from multiple vendors in the same template. **3. Steps to create/modify a template** 1. Go to **Settings -> Configuration -> Device Templates** 2. Click **New Template** to define a template for a new device type. Click the Template name to modify an existing one. 3. Configure/Modify the following properties: > **Device Template**: Specify the device type. > **Vendor Name**: Select the vendor. Click **Add New** to add a new vendor, and Save. > **Category**: Select the category for the device type. > **Monitoring Interval**: Configure the interval at which the device needs monitoring. > **Device Image**: Select the image for this device type. > **System OID**: Type the sysOID and click **Add.** Click **Query Device** for OpManager to query the device for the OID. > **Select Monitor**: Click this option to select the monitors. > **Edit Thresholds**: Click this option to edit thresholds. > Click **Create** button to create the new device template.