|
Log File Path |
Troubleshooting Information |
|---|---|
|
/var/opt/novell/nam/logs/adminconsole/tomcat/catalina.out |
Device: Primary Administration Console Purpose: Captures logs for all user actions performed from Upgrade Assistant available in Primary Administration Console.Use it as first step of debugging for any failure or error message displayed on Upgrade Assistant User Interface. |
|
/var/opt/novell/nam/logs/jcc/jcc-0.log.0 |
Device: Identity Server, Access Gateway, Analytics Server Purpose: Captures device registration/de-registration logs. |
|
/var/opt/novell/nam/logs/ua_registration/registration.log |
Device: All devices Purpose: Captures device registration/de-registration logs. |
|
/var/opt/novell/nam/logs/ua_registration/suse_register.log |
Device: All devices Purpose: Captures logs for suse_register command execution which is used in registration. |
|
/var/opt/novell/nam/logs/ua_agent/application.log |
Device: All devices Purpose: Captures logs of novell-ua-agent.service. |
|
/tmp/novell_access_manager |
Device: All devices Purpose: Has upgrade logs which are generated after upgrade process is complete. |
The following sections include important error messages along with required actions:
Error Message: Failed to fetch status from novell-ua-agent service
Description: This messages is displayed in scenarios where Primary Administration Console is unable to fetch Upgrade Assistant agent’s status from respective devices and communication between Primary Administration Console and Upgrade Assistant agent service is disrupted. Few example scenarios where this can happen:
Upgrade Assistant agent service is down.
Upgrade Assistant agent service is disabled.
Some failure happened during Upgrade Assistant Agent service upgrade and agent service is unable to come up in active state.
Workaround:
Use the following command to validate that Upgrade Assistant agent service is up and running on the device:
systemctl status novell-ua-agent
Restart the service using the following command:
systemctl restart novell-ua-agent
Log in to the Administration Console and check if you are able to resolve this error message and if you are able to initiate upgrade successfully. Keep the /var/opt/novell/nam/logs/ua_agent/application.log and /var/opt/novell/nam/logs/adminconsole/tomcat/catalina.out log files available for troubleshooting.
Error Message: Unexpected failure. Please check Administration console log at /var/opt/novell/nam/logs/adminconsole/tomcat/catalina.out.
Description: This message is displayed in scenarios where Primary Administration Console does not receive a response from the application (AMService/JCC/Upgrade Assistant agent service).
Workaround: Use the Primary Administration Console’s catalina.out file to troubleshoot and resolve the issue accordingly.
Error Message: Failed to get details about available updates.
Description: This message is displayed in scenarios where Primary Administration Console fails to receive updates from Access Manager Online update service to which user has registered.
Workaround: Ensure that Access Manager Product Channel is accessible and updates are available in the Product Channel. You can use Primary Administration Console’s catalina.out log to further troubleshoot the issue.
Error Message: You cannot continue using Upgrade Assistant. Stop any zypper process running on the system OR You cannot continue using Upgrade Assistant. Stop any yum process running on the system.
Description: This message is displayed when there is already a zypper/yum process or a zypper/yum cron job running on the system and user access Upgrade Assistant User Interface. To resolve this, stop the zypper/yum process or zypper/yum cron job and then access Upgrade Assistant User Interface and perform further operations using Upgrade Assistant. Once you are done using Upgrade Assistant, you can restart the zypper/yum process or zypper/yum cron job.
Error Message: Upgrade Failed/Update Failed.
Description: This message comes when update process fails due to either of mentioned reasons:
The upgrade_nam.sh script has failed
The novell-ua-agent service has issues.
Workaround:
For upgrade_nam.sh script failures, check upgrade logs at /tmp/novell_access_manager.
For issues in novell-ua-agent service, restart service using command systemctl restart novell-ua-agent. After service is restarted, re-try update from Upgrade Assistant user interface.
Error Message: WARNING: Killing process
Description: By default, the Update Service registration timeout is four minutes. If the registration process takes longer than four minutes, registration fails and the error message is logged in the JCC log.
Workaround: To fix this issue, based on your setup, increase the timeout value in the registration API request body and retry the registration through the POST /nps/rest/ua/channel Content-Type: application/json API.
{
"sType":"microFocusCustomerCenter",
"email":<"email ID">,
"activationKey":<"activation key">,
"timeout":240 #in seconds
}
The following is an example JSON to set the timeout value to five minutes:
{
"sType":"microFocusCustomerCenter",
"email":"ht@dfsdf.com",
"activationKey":"sdfsdff",
"timeout": 300
}NOTE:Contact Micro Focus customer center if you are unable to successfully troubleshoot any issue using the workarounds mentioned in this section.
Installing or upgrading to Access Manager 5.0 and Access Manager 5.0 Service Pack 1 might hinder fetching updates from the SLES updates channel.
This issue might occur if /etc/products.d/baseproduct is symbolically linked to the /etc/products.d/am.prod file instead of the /etc/products.d/SLES.prod file. For example,
ll /etc/products.d/
total 8
-rw-r--r-- 1 root root 2912 Nov 9 2019 SLES.prod
-rwxr-xr-x 1 root root 818 Aug 4 16:39 am.prod
lrwxrwxrwx 1 root root 9 Aug 5 13:04 baseproduct -> /etc/products.d/am.prod
Workaround: To avoid this issue, perform the following steps:
Register to the SLES updates channel before installing or upgrading Access Manager 5.0 and Access Manager 5.0 Service Pack 1 and ensure that SLES updates are being fetched as expected.
Before installing and upgrading to Access Manager 5.0 and Access Manager 5.0 Service Pack 1, ensure that the /etc/products.d/baseproduct file is symbolically linked to /etc/products.d/SLES.prod file. For example,
ll /etc/products.d/
total 8
-rw-r--r-- 1 root root 2912 Nov 9 2019 SLES.prod
lrwxrwxrwx 1 root root 9 Aug 5 13:04 baseproduct -> SLES.prod
If a symbolic link is not present between /etc/products.d/baseproduct and SLES.prod, then run the following commands:
cd /etc/products.d
rm baseproduct command removes the symbolic link from baseproduct.
ln –s SLES.prod baseproduct command creates a symbolic link between baseproduct and SLES.prod.
Install or upgrade to Access Manager 5.0.x.
Ensure that a symbolic link between /etc/products.d/baseproduct and SLES.prod exists post-install or upgrade. Run the following command to validate:
ll /etc/products.d
Example result:
ll /etc/products.d/
total 8
-rw-r--r-- 1 root root 2912 Nov 9 2019 SLES.prod
-rwxr-xr-x 1 root root 818 Aug 4 16:39 am.prod
lrwxrwxrwx 1 root root 9 Aug 5 13:04 baseproduct -> SLES.prod
To use Upgrade Assistant:
Change the /etc/products.d/baseproduct symbolic link from SLES.prod file to /etc/products.d/am.prod:
Commands:
cd /etc/products.d/
Verify the baseproduct symbolic link before changing it using the following command:
ll
Remove the symbolic link from baseproduct using the following command:
rm baseproduct
ln -s /etc/products.d/am.prod baseproduct
Verify the baseproduct symbolic link is now pointing to the am.prod file.
ll
Example output:
ll total 8 -rw-r--r-- 1 root root 2912 Nov 9 2019 SLES.prod -rwxr-xr-x 1 root root 818 Aug 4 16:39 am.prod lrwxrwxrwx 1 root root 23 Aug 5 14:24 baseproduct -> /etc/products.d/am.prod
NOTE:
If you are already registered then change the symbolic link to am.prod file and enable the AM-5.0-Product repository (if present) using the following command:
zypper mr -e AM-5.0-Product
If you are changing the symbolic link back to SLES.prod, you must disable the AM-5.0-Product repository using the following command:
zypper mr -d AM-5.0-Product
Now, you can register or deregister the update service, or check for available updates on the Upgrade Assistant page.
NOTE:If the symbolic link of baseproduct -> /etc/products.d/am.prod exists, there will be issues in fetching updates from the SLES updates channel. Hence, it is recommended to keep this configuration only for the duration until the user operations are done on the Upgrade Assistant page. When operations are complete on the Upgrade Assistant page, change the baseproduct symbolic link to SLES.prod.
To change the baseproduct symbolic link to SLES.prod, use the following commands:
cd /etc/products.d/
Verify the baseproduct symbolic link before changing it using the following command:
ll
Remove the symbolic link from baseproduct using the following command:
rm baseproduct
ln -s SLES.prod baseproduct
Verify the baseproduct symbolic link is now pointing to the SLES.prod file.
ll
Example output:
ll total 8 -rw-r--r-- 1 root root 2912 Nov 9 2019 SLES.prod -rwxr-xr-x 1 root root 818 Aug 4 16:39 am.prod lrwxrwxrwx 1 root root 9 Aug 5 14:36 baseproduct -> SLES.prod
NOTE:
The operating system prod file name might vary depending on the operating system. For example, SLES.prod file.
This issue mostly occurs when Installing/Upgrading to Access Manager 5.0 or Access Manager 5.0 Service Pack 1.However, it is recommended to verify the /etc/products.d/baseproduct symbolic link before and after performing an upgrading from Access Manager 4.5.X to 5.0.