DSM Diagnostics CV

Unicenter Desktop and Server Management
Diagnostics Guide
R11.x
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2007 CA. All rights reserved.
Contents
Chapter 1: Introduction ......................................................... 1-1
References ................................................................................................................... 1-1
Chapter 2: Whats New and Whats Changed..................... 2-1

Architectural components ............................................................................................... 2-1 Security Model .............................................................................................................. 2-3 Inventory ..................................................................................................................... 2-4 Improved GUI performance............................................................................................. 2-4 Continuous Discovery..................................................................................................... 2-4 Directory Integration...................................................................................................... 2-4 Improved Software Detection .......................................................................................... 2-4 Machine Utilization Data ................................................................................................. 2-5 Linux OSIM................................................................................................................... 2-5 Linux Remote Control..................................................................................................... 2-5 Enhanced PIF Installer.................................................................................................... 2-5 Web Services ................................................................................................................ 2-6 Unicenter Software Delivery Database Design .................................................................... 2-6 USD Packager ............................................................................................................... 2-6 Obsolete Features Removed ............................................................................................ 2-8
Chapter 3: Understanding the Architecture ........................ 3-1

Agent .......................................................................................................................... 3-2 Scalability Server .......................................................................................................... 3-2 Domain Manager ........................................................................................................... 3-2 Enterprise Manager........................................................................................................ 3-3 Unicenter DSM Explorer.................................................................................................. 3-3 The Management Database (MDB) ................................................................................... 3-3 Common Application Framework and Startup .......................................................................... 3-4
Chapter 4: Basic Troubleshooting......................................... 4-1

Identify the Environment...................................................................................................... 4-1 Separate the Problem from the Symptoms.............................................................................. 4-2
Contents
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Common Application Framework and Startup
What Happened ............................................................................................................ 4-2 Where It Happened ....................................................................................................... 4-3 When It Happened ........................................................................................................ 4-3 What is the Extent of the Problem? .................................................................................. 4-4 Identify Potential Causes ..................................................................................................... 4-4 A Change in the Environment.......................................................................................... 4-5 A Change to the Product or Component ............................................................................ 4-6 User Error .................................................................................................................... 4-6 Confirm your Conclusions ............................................................................................... 4-6 Apply the Cure and Document the Solution............................................................................. 4-7
Chapter 5: Troubleshooting Installation and Migration .......5-1

Pre-Installation Considerations ........................................................................................ 5-1 Installation Process Overview ............................................................................................... 5-8 Windows Installations .................................................................................................... 5-8 LINUX Installations.......................................................................................................5-11 General Install Notes ....................................................................................................5-13 Infrastructure Deployment ..................................................................................................5-14 Agent Registration........................................................................................................5-15 Installation Symptoms and Solutions ....................................................................................5-16 Unable to connect to MDB (Ingres) .................................................................................5-16 Cannot find JDBC SP3 ...................................................................................................5-16 Unable to Initialize Database Connection .........................................................................5-16 Lots of Memory Usage...................................................................................................5-17 Timeout Error with Dual NICs.........................................................................................5-17 Unable to Connect to Web Service ..................................................................................5-17 Scalability Server Unable to Connect to Engine .................................................................5-18 Large Number of Subfolders and Files in Install Directory ...................................................5-19 Migration Symptoms and Solutions.......................................................................................5-19 Agents Not Registering..................................................................................................5-19 Cannot Deploy SD Packages after Upgrading from USD 4.0 ................................................5-20
Chapter 6: Troubleshooting Software Delivery .....................6-1

DTS Considerations ....................................................................................................... 6-1 OSIM........................................................................................................................... 6-2 Symptoms and Solutions ..................................................................................................... 6-2 Cannot Run Jobs on Scalability Server Agent ..................................................................... 6-3 Cannot Run Jobs on Agent.............................................................................................. 6-3 Cannot Run Jobs on Agent.............................................................................................. 6-3
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CA-Product User Guide
Agents not Registering ................................................................................................... 6-4 Persistent Migration Lock ................................................................................................ 6-4 Agents are not Migrated during Upgrade ........................................................................... 6-4 No Answer from Domain Manager After Container is Sent .................................................... 6-5 Jobs Sent to Remote Agents Not Executed or Delayed......................................................... 6-5 CCS Calendar No Longer Attached.................................................................................... 6-5 Configuration Parameter Could Not Be Written ................................................................... 6-6 Job Check Dialog is Invisible ........................................................................................... 6-6 Distribution Does Not Progress but DTS Still Active .......................................................... 6-6 Security Violation for DTS Transfer that was Suspended and Resumed .................................. 6-7 Target Name Missing in Jobcheck ..................................................................................... 6-7 Cannot See DSM Agent Deployment Packages in Staging Library .......................................... 6-7 Error Running Purge and Archive Software Job................................................................... 6-7 Software Package Not Added to Windows Add\Remove Programs ......................................... 6-8 Updating Source List Library Error but Job Still Works ...................................................... 6-8
Chapter 7: Troubleshooting Asset Management ................ 7-1

Note Regarding Software Scanning and Detection .............................................................. 7-1 Symptoms and Solutions...................................................................................................... 7-2 Disappearing Asset Management Deployment Jobs ............................................................. 7-2 Signatures Missing After Upgrade..................................................................................... 7-2 Unable to Sort Computer Groups by Type.......................................................................... 7-4 Unable to Set Asset Group Permissions ............................................................................. 7-4
Chapter 8: Troubleshooting Remote Control ....................... 8-1

Symptoms and Solutions...................................................................................................... 8-1 Global Address Book not Populating ................................................................................. 8-1 User Cannot Connect ..................................................................................................... 8-2 Erratic Keyboard Behavior over Slow Connection ................................................................ 8-2
Chapter 9: Troubleshooting Common Components and Integrations ............................................................................. 9-1

Considerations for Common Components................................................................................ 9-1 Installing DSM r11.2 with Pre-Existing Common Services .................................................... 9-2 Understanding Managed and Unmanaged Objects .................................................................... 9-2
Contents
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Chapter 10: Useful Tools and Utilities...................................10-1

Dsminfo......................................................................................................................10-1 cftrace........................................................................................................................10-1 Other tools ..................................................................................................................10-2
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Chapter 1: Introduction
The information contained in this document is provided to help you analyze and diagnose any problems you may encounter with your Unicenter Desktop and Server Management (DSM) r11.x implementation. In addition to diagnostic tips, this document also provides insights into the higher level design patterns and process flows that make up Unicenter DSM. Understanding how Unicenter DSM works can help you diagnose problems when it doesnt. This information is presented in a series of chapters that cover product specific and shared aspects of Unicenter DSM. The chapters are intended to be selfcontained and randomly accessible. Note: Beginning with r11.2, Unicenter Desktop and Server Management has been renamed to the Client Management Solution (CMS).
References
The following additional documents are referenced and should be consulted for further details: Unicenter DSM r11.x Implementation Guide Unicenter DSM r11.x Release Impact Guide Product Readme files and online HELP The most up to date technical guidelines and tips can also be found on the SupportConnect website (http:\\support.ca.com). In addition, best practice guidelines for both Unicenter DSM and its underlying database (the MDB) can be found at the following link: http://supportconnectw.ca.com/public/impcd/r11/StartHere.htm Following is the direct link to the CA Messaging Troubleshooting Guide which contains information on diagnosing problems with CAM and CAFT: http://supportconnectw.ca.com/premium/unicenter30/infodocs/TEC418063.pd f Note that this document requires a login to the SupportConnect site.
Chapter 1: Introduction
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Chapter 2: Whats New and Whats Changed

Unicenter DSM r11 is a collection of existing CA Unicenter products; namely Unicenter Asset Management, Unicenter Software Delivery and Unicenter Remote Control. However, Unicenter DSM is not simply a repackaging of this existing software. With the advent of Unicenter DSM r11 the three core DSM products have been integrated at a deep technical level, sharing common technology, terminology, architecture and data. In truth, the separate products cannot easily be considered in isolation anymore. The following provides a quick overview of the significant changes from the previous GA versions of all the products (that is, Unicenter Asset Management r4, Unicenter Software Delivery r4 and Unicenter Remote Control r6). For more details refer to the Implementation Guide.
Architectural components
In previous releases, although integration was provided between the Software Delivery, Asset Management and Remote Control solutions, each solution employed a very distinct and different architecture. Planning for deployment of Software Delivery, for example, required careful consideration of the number and location of Local Servers, while Sector placement was a consideration for Asset Management deployments. These decisions were based on input such as timing, scalability, company organization and required management control. Considered separately, the resultant topologies could be different for each product. Beginning with r11 it is no longer necessary or indeed possible to consider the products separately. In fact, there is no concept of a product specific architectural component (such as the Unicenter Asset Management Domain manager or a Unicenter Software Delivery staging server). Instead, functionality for all three products resides at common places (tiers) within the Unicenter DSM r11 architectural model. This approach homogenizes the implementation topology and, in doing so, reduces port usage, reduces agent footprint, reduces hardware maintenance (less physical machines), reduces database management and simplifies administration. The following tables provide an overview of the architectural changes introduced in r11 and indicate, in broad terms, how the pre-r11 components map to the r11 components. In general, there is a single r11 conceptual component for each tier in the architectural hierarchy (e.g., Manager, Scalability Server, Agent, etc). Existing, modified and additional product functionality plugs into these conceptual components.
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Pre-r11 Component Enterprise Server Domain Server Sector Server Metering Server Connectivity Server Admin Console
Equivalent r11 Component Enterprise Manager Domain Manager Scalability Server Scalability Server Scalability Server Unicenter DSM Explorer
Unicenter Asset Management Component Comparison Table Pre-r11 Component Enterprise Server Local Server OSIM (Boot) Management Server Workgroup Server Staging Server OSIM (Boot) Server USD Agent USD Explorer Equivalent r11 Component Enterprise Manager Domain Manager Domain Manager Scalability Server Scalability Server Scalability Server Agent Unicenter DSM Explorer
Unicenter Software Delivery Component Comparison Table Pre-r11 Component Root Manager Subordinate Manager URC Agent URC Viewer Equivalent r11 Component Enterprise Manager or Domain Manager Domain Manager Agent RC Viewer
Unicenter Remote Control Component Comparison Table
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Database
Prior to r11, the solutions utilized a number of separate databases - including SDDATA and CSMDB for Unicenter Software Delivery, CAAMDB for Unicenter Asset Management, CA_RCDATA for Unicenter Remote Control and CADTSDB for Data Transport Service - in addition to the databases used by CCS, such as TNGDB for the CCS WorldView. Now, in r11 all the product specific databases form part of a single database schema in the MDB, although multiple databases may still be deployed in an enterprise (e. g., one MDB per Unicenter DSM Domain or Unicenter DSM Enterprise).
Common Application Framework for Communications

A variety of different communication mechanisms had been used in prior releases; however, in order to simplify the Unicenter DSM r11 solution, all three products now utilize a new Common Application Framework (CAF) for inter-machine communications as well as a host of other functionalities including service\daemon control and tracing. One exception to this is the Unicenter Remote Control viewer which, for performance reasons, continues to use the same communications processes as for the r6 release but now uses the r11 port multiplexer. CAF is laid down automatically whenever an r11 component is installed on a machine; however, only one instance of the framework is installed, even if multiple components are installed. So, for example, if a Domain Manager, Scalability Server and an Agent are installed on a single host machine only one framework will be installed.
Configuration
The Unicenter DSM products can now be configured centrally.
Security Model
Authentication, authorization and encryption are all provided by common, shared technologies.
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Inventory
In r11, inventory information is maintained in a single location. Basic, minimal inventory is collected and transferred during the common asset registration process, with more detailed inventory being available when Unicenter Asset Management is deployed. The separate Unicenter Software Delivery inventory capability has been removed from r11.
Improved GUI performance

The new UI employs a progressive tree which only populates as items are selected. Tip: This may initially cause some confusion in users who are accustomed to simply opening up a treeview node and seeing all the child nodes displayed. These users will need to understand that, for some nodes (typically those that can contain many thousand of items), this is no longer the case. The UI also uses virtual lists whereby it only displays items in list view that are being viewed. This means no more fetching and rendering of thousands of items at a time.
Continuous Discovery
With Continuous Discovery, rules assign OS classification to devices based on the MAC address and on intelligent probing of the device. Further, Unicenter DSM policy determines whether any Unicenter DSM agents should be automatically deployed.
Directory Integration
Directory Integration provides access to any LDAP directory via ADSI on Windows, and LDAP on Linux/UNIX. Query Groups are defined against any LDAP source and, hence, provide support within Unicenter DSM Reporter and Policies. Together, this supports deployment to machines within a directory container.
Improved Software Detection

The r11 release incorporates the eTrust Vulnerability Manager (eVM) software scanner that enables scans down to the patch level. This functionality is optimized for network performance since software recognition performed on the target system.
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The eVM integration provides a downloadable, centrally maintained, comprehensive set of eVM software signatures. The software signature scanning functionality used by previous versions of Unicenter Asset Management has been removed; however, Unicenter Asset Management heuristic scanning still remains.
Machine Utilization Data

Changes in this category include: New inventory module and agent plug-in reports on basic machine utilization. CPU usage data covering three daily time bands, averaged over a 30-day (default) time period Reporting of Minimum, Maximum and Average values
Linux OSIM
OS Installation Management has been extended to support installation of Linux OS images, based on original Linux setup images. Parameterization provides necessary automatic responses to machine specific setup values.
Linux Remote Control

This feature enables remote control of Linux desktops through a Remote Control Agent plug-in (host) provided on Linux. The Viewer runs on Windows.
Enhanced PIF Installer

Enhancements to the PIF Installer include: Compressed files in packages Enhanced product dependencies Automatic resolution of hierarchical dependencies Optional prerequisite products User selection at install time New install dialogs and dialog elements Progress reporting / End of install / Error notification / Cancel verification
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Multiple instance install (uses instance names) Enhanced package version numbering (a.b.c.d) Support for multi-CD installs
Web Services
Web Services provide high level public interfaces into Unicenter DSM which: Enables Unicenter DSM integration into customer business processes Enables a single view for all Unicenter DSM data The interfaces are described by WSDL and used by Unicenter DSM Web Console and Unicenter Patch Management.
Unicenter Software Delivery Database Design

Although Unicenter Software Delivery data was previously stored in a relational database, the schema that was used was not, itself, relational and this put the product at a disadvantage with respect to performance, accessibility and common schema integration. In r11 this has been replaced by the MDB which provides a properly relational schema. The scope of the redesign includes a number of changes, the foremost and largest of which is the removal of collections from the Unicenter Software Delivery DB schema. In the case of 1-to-Many and Many-to-1, collections are maintained using a foreign key relation. A Many-to-Many relation is maintained using a link table. Other fundamental changes include the representation of strings as Unicode rather than UTF-8 and a revised date/time format. Changes have been made in all three layers of the Unicenter Software Delivery data access model; the application layer, the persistent storage layer and the ISAM layer.
USD Packager
Although there have been no changes to the Windows Packager, the following PIF SDK 4.2 features were added to improve functionality: PIF compression The current PIF SDK version 4.0 does not compress any packaged data only the self installing PIF compresses data with the compress / LZW algorithm. The resulting PIF streams are very large. With this new version all files inside the PIF are compressed with the zlib library. The compression rate is up to 60% when using zlib compression.
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Self installing products use this new compression algorithm, too and it is no longer necessary to extract a PIF first. Instead, the product is installed directly from the self installing PIF file - dramatically decreasing the amount of temporary disk space from what had previously been required. This change is due to the fact that the Installer now contains the decompression mechanism inside. Enhanced product dependencies The product dependency feature has been broadened to provide resolution over more than a single layer. This allows for the definition of a deep dependency structure. Optional product dependencies Optional prerequisite products are installed on user demand. The user can select one or more optional prerequisite products via dialog or response file. If an optional prerequisite product is already installed on a system, it will be updated to a higher version automatically. Additional dialogs In previous releases (PIF SDK 4.0) dialogs are presented before the installation procedure starts. PIF 4.1 presents a more visible installation progress. Further dialogs are typically automatically presented after the install (uninstall) button has been pressed. Installation Progress This dialog presents the installation progress with use of progress bars. A cancel button allows the installation to be aborted. Others include End Dialog, Error Dialog and Cancel Verification Changed installation logging CA installation standards require that no log messages are printed to the console. Hence all installations are logged in the PIF logging folder. Log file names are constructed as <product name>.log. These log files are also written when a product is installed through Unicenter Software Delivery. Additional PIF control parameter Two new control parameters are introduced here: $PIF_BACKUP allows switching on or off the product backup dialog. $PIF_RETAIN_CONFIGURATION controls the removal of configuration files.
GUI enhancements Numerous enhancements were made to the Unix Packager GUI (smgui) to improve ease of use. New version format
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The version format of PIF packaged products has been increased from 4 digits and expanded to the following 4 sections: Major number Minor number Build number Revision Number
Each section is separated by a dot (.) character and the individual numbers can range from 0 to 9999. For example: SMPackager, Version 4.1.2356.1234 SMPackager, Version 4.1.0.0
Existing PIF build numbers will be converted as follows: 1st digit = Major Number 2nd digit = Minor Number 3rd and 4th digit = Build Number
For example, SMPackager, Version 4150 will be converted to SMPackager, Version 4.1.50.0
Obsolete Features Removed

The following features have not been included in the upgrade and are no longer available as of r11. Unicenter Software Delivery Workgroup servers are no longer available. The workgroup server functionality is replaced by an improved security model and better performance. Depending on your specific business requirements, if delegated administration is not required an existing Workgroup server can be replaced by a Scalability Server. It could also be replaced by a combination of Unicenter DSM Explorer and Scalability Server running at a remote site. In that case the Unicenter DSM Explorer would need to connect to a more central Domain Manager with appropriate security authorization (permissions). DOSgate is no longer shipped with any of the products and will not be supported by r11. Unicenter Remote Control and DTS status monitoring agents will no longer be available. The concept of n-tier managers for Unicenter Remote Control is removed. Unicenter Remote Control aligns to the 2 management tiers model.
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Unicenter Asset Management and Unicenter Software Delivery containment views are no longer provided in Unicenter Explorer
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Chapter 3: Understanding the Architecture

To understand what is at fault when you encounter a problem with Unicenter DSM, you must first understand, at a basic level, how it is all intended to work and, in particular, how the various components interoperate when functioning correctly. The purpose of this chapter is to identify those major components, their typical architectural arrangement, and communication requirements. The architecture employed by the Unicenter DSM Solution consists of multiple tiers which include 1 GUI tier, 1 or 2 Manager tiers, 1 Scalability Server tier and 1 Agent tier.
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Agent
The DSM Agents represents the end system workhorses. They exist on all managed end systems and carry out the real work of the system including inventory scanning, software package installation, job execution, and remote control hosting. Each Agent can only be configured to communicate a single Scalability Server.
Scalability Server
The next step up on the architecture is the Scalability Server which provides for massive scalability. Rather than having all the individual managed end systems (Agents) communicating directly with a single Manager, Scalability Servers enable the load to be shared across multiple machines. In this way the Unicenter DSM Scalability Server also provides a point of buffering and resilience between Agents and their Manager. For example, software packages can be staged on a scalability server before downloading to end systems, and inventory can be stored at the scalability server before being uploaded to the Manager. Each Scalability Server can only be configured to communicate a single Domain Manager, however, it can optionally be configured to also communicate with an Engine running on a machine other than Domain Manager.
Domain Manager
The Domain Manager represents the conceptual nucleus of interaction and automation within any Unicenter DSM implementation. It embodies and executes the majority of complex application and business logic of Unicenter DSM. Domain Managers co-ordinate the work of Scalability Servers and Agents either autonomously, based on policy, or via directions from API calls (which typically come from the Unicenter DSM Explorer or CLI). Data replication is used to transfer management operations and results between Domain Managers and Enterprise Managers. Every DSM Manager contains at least one default Engine instance, known as the System Engine, which is a multi-function, distributable component whose primary focus is the maintenance of computers and related information. It can be scheduled to run as regular intervals and supports the following tasks: Sector collect inventory collection from the Scalability Server Replication copying key data between domain and enterprise managers
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Dynamic group evaluation evaluating membership of non-static groups based on queries Query-based policy evaluation evaluating policy violators and executing actions Report extractor executing scheduled report extractions Query evaluation simple evaluation of standalone queries Migration sync copy and transform information from previous implementation versions Run generic SQL Run external exe Multiple Engine instances can be created on either the primary DSM manager machine or on remote machines. Each Domain Manager can run standalone or be part of an Enterprise. When included as part of an Enterprise the Domain Manager can only be configured to communicate with a single Enterprise Manager.
Enterprise Manager
An Enterprise Manager co-ordinates the work of multiple Domain Managers and hence, indirectly, Scalability Servers and Agents, either autonomously or via directions from API calls (which typically come from the Unicenter DSM Explorer or CLI). Enterprise Managers enable management on a grander scale but with some limitations.
Unicenter DSM Explorer

The Unicenter DSM Explorer is used to view, control and configure the operation of the Unicenter DSM solution. It connects to and communicates with a Unicenter DSM Manager (Domain or Enterprise) and it may run on a machine other than the Unicenter DSM Manager.
The Management Database (MDB)

The MDB schema provides a unified and extensible model for enterprise IT management (EITM). It contains both common tables and product-specific tables that were previously implemented in separate product databases. The MDB serves as a database for all CA products and acts as the primary reference point. This allows you to write single queries that can retrieve data from tables across different products.
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The MDB schema includes the database objects used by CA products and their components. These include tables, columns, views, and procedures. The MDB manages operational and transactional data, as well as the analytical data used for intelligence and data mining. The DSM MDB resides at the Domain Manager and the Enterprise manager levels, though it is not necessarily co-located on the same physical machine as the manager.

Nearly all of the Unicenter DSM components rely on the Common Application Framework (CAF) which provides a rich, extensible runtime environment. CAF comprises a cross-platform service control manager (known simply as caf) and a Common Component Library (known as CCL), which provides a library of re-usable, shared functionality. For the sake of illustration, let us consider what happens when a computer that is running a full Unicenter DSM Domain Manager with all products (UAM, URC, USD) and components installed (including Scalability Server, Agent and Web components) boots up. Since nearly all Unicenter DSM processes are controlled by CAF, essentially the first thing that happens is that CAF starts up and then starts all configured plug-ins. There are a few exceptions to this, and these are listed below for the sake of completeness: cfusrntf.exe, which is used to capture user accounts, is invoked transiently whenever a user logs in to a system. sxplog32.exe, which is used to apply sxp package settings within a user context (i.e., it is only used when an sxp package is installed), is invoked persistently whenever a user logs in to a system. This is started through the following registry key HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Ru n\DsmSxplog cf_SysTray.exe, which is used to provide a menu applet within the system tray area of the desktop, is invoked persistently whenever a user logs in to a system. It is started through the following registry key : HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Ru n\CAF_SystemTray
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Chapter 4: Basic Troubleshooting

This chapter provides guidelines for conducting preliminary troubleshooting for your implementation. Identifying a problem and the conditions under which it occurs can help you diagnose the cause of that problem and lead you to the appropriate solution. Note: The information gathered will also help if you need to contact technical support for further assistance. For information about Computer Associates Technical Support, see the chapter Working with Support later in this guide. Keep in mind that the troubleshooting is not always a straight line from problem identification to problem resolution. You may occasionally find yourself repeating the process several times, particularly when the problem has multiple, interrelated causes.
Identify the Environment

The first step is to identify the environment in which the problem occurred this includes both the hardware and software versions as well as any currently applied (or pending) patches. In some cases, an error may result from a missing service pack or an outdated operating system level. Therefore, before you begin troubleshooting the problem, identify: The Unicenter DSM version, patch level, and list of deployed components (for example, Enterprise Manager, Domain Manager). Useful commands include the following:
CAF STATUS DSMVER DSMinfo tngdts camping
For more information on these commands, refer to the online Reference Guide. The exact architecture and configuration of the environment. For example, is the MDB shared by other non-DSM solutions? Are the Scalability Servers distributed across multiple networks and geographic locations? Are a majority of the Agents installed on mobile computers such as laptops and PDAs? The operating system version and most recently applied patches for each of the systems involved (for example server and agent installations). Also note security details for the operating system setup (for example, Domains details, mapped drives, user IDs being used). Useful commands include:
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Separate the Problem from the Symptoms
winver.exe / ver.exe (for most Windows environments) uname command (for UNIX environments)
Version and patch level of any additional software packages that are interacting with your installation (for example, Microsoft SQL Server). Network protocols, firewall port limitations, and any other relevant communications details (for example LAN or WAN and network speed) The next step is to clearly identify the actual problem.

To solve the problem you need to clearly understand what it is and not just what the symptoms are. To do this you need to ask: What happened Where it happened When it happened What effect it had on the rest of your environment
What Happened
Typically, a problem is identified when something unusual or unexpected happens but it can also be suspected when something that normally happens does not. Therefore you need to identify the event that occurred (or did not occur). For example, you will need to identify: What should have happened if everything had been working properly (for example, delivery of a software package to MachineA)? What actually happened (or did not happen that was supposed to)? happened that should not have happened (for example, software package is sent to MachineA but fails to activate)? What error messages or returned codes were issues (and from where)? Was this an isolated incident (for example, two other software packages were successfully delivered and installed on MachineA)? Answering these questions will identify the scope of your search for a solution. For example, if three software packages were targeted for delivery and installation on a single machine but only one of those installations fails, the problem is likely with the software package rather than the delivery system. On the other hand if the same package is delivered to three similar machines and installs successfully on two of the three machines, the problem may be with the target machine rather than the package.
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Unicenter IT Resource Management Diagnostics Guide
Where It Happened
The next step is to further isolate the location of the error to determine how widespread it is. Useful questions to ask include the following: Which machines are affected (for example, was software inventory collected from all but three computers in a selected computer group, is the problem specific to a particular computer or subnet)? Note: Limit the number of functions being performed by the suspect machine to further isolate the problem. This will also reduce the amount of data that will need to be sifted though in the log files. If more than one machine is affected, what do they have in common (for example, does the installation only fail on computers using a dial-up connection)? Which specific component had the error (for example, DSM Agent on MachineA)? If more than one component is affected, how do these components relate to one another? By isolating the specific machines on which the error is observed, you can find other similarities that may identify the root of the problem.
When It Happened
Another crucial step is to identify the time the problem occurred. This can help you limit potential causes to only those events that happened during that time. Useful questions to ask include the following: What function or functions were being performed at the time? When did the error first occur (for example, the Monday after a long weekend, shortly after the router was replaced, after a change to daylight savings time, and so on)? Has the problem been repeated since that first observation? If so, is there a pattern to that repetition (for example, every Friday after the weekly backup is performed)? What changes were made to the product before the problem occurred (for example, was an upgrade recently applied)? How often does the problem recur (for example, if it occurs during the execution of a particular process does it ALWAYS occur when that process executes)? What other events occurred at that time (for example, does the error occur only during times of heavy network traffic and disappear when the load is lighter)?
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Identify Potential Causes
Can the problem be repeated at will by running certain commands or by certain actions on the system? Does the problem happen randomly without relation to anything else on the system? By identifying a pattern in the times during which the problem occurs (for example, the day after a holiday, the end of the month, shortly after the agent configuration set was modified, after a new patch was applied), you may be able to pinpoint a potential trigger. For example, is the install package set to be delivered via a particular router that happens to be undergoing a software update of its own and is, therefore, unavailable? Note: If support requests and analyzes multiple log files, it is critical that all log files cover the same time span, unless otherwise specified.
What is the Extent of the Problem?

Finally, you need to identify the full scope of the problem. Useful questions to ask include the following: How many components have the error (for example, are messages being forwarded to the Event Console from the Enterprise Manager but not the Scalability Servers? Are all agents failing or only the Windows NT agents)? What is the size of a single error (for example, is it limited to a single machine or does it impact an entire network segment)? How many errors are on each component? If there are multiple ways of performing the affected function, does the problem occur with each method (for example, does a package delivery fail when DTS is used but succeed when it is not)? Can the problem be reproduced in a similar test environment? Once again, the goal is to detect a behavioral pattern for the problem. Does it recur periodically? Has it spread to other components or machines? Did it affect only computers that recently had an upgrade or system change?

After you have identified the problem and its scope, the next step is to identify the potential cause(s). The most likely candidates include: A change in the environment had an unexpected effect A change in the product or component had an unexpected effect User error
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A Change in the Environment

When you identified your environment, you should have listed both the version level and most recently applied patch level for both the affected software and operating system. Review this list and identify what might have changed or what should have changed. This includes: Recent upgrades to the operating system, hardware, or software. Verify that the new version is supported by your version of Unicenter. Inconsistent patch application. If upgrade patches were applied to two out of three machines, does the problem correspond to the pattern patch application? In other words, if the problem affects only the machine without the patches and not the updated machines, it is likely that applying the missing patch will fix the problem. Incorrect patch application. If there are a number of functional and nonfunctional machines that are on the same patch level, the machines displaying the problem may not have the patch correctly applied. Note: If you installed software patches using the applyptf utility, you can also use that utility to list all patches added to the system. This is true for both Windows and UNIX. Tips on locating and reading the applyptf history file can be found in the Tools chapter. Inconsistent version levels. Are you running multiple releases of the same software on different components? Deleted, new, or newly renamed machines. For example, if you have changed the name of the Scalability Server machine you will need to run either the umsetw16.exe or unmsetdos.exe command in order to update this information for the agents which ordinarily connect to that sector. Changes to any part of your enterprise can affect other areas in ways that you may not expect. Therefore, you need to find out what changed and when. In addition to hardware, software, and operating system changes you should identify changes to the following: Component profiles (such as users, users groups, computers and computer groups Configuration files Security and access rights Other software that recently has been installed (for example, virus scanning software or security software) OS configuration (such as registry changes or anything reported in a winmsd report)
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A Change to the Product or Component

Verify that the component and all required services are running and that any required databases are not corrupt. For a list of commands and utilities that you can use to verify component functionality, see the chapter Tools later in this guide. Most components require the smooth interaction of many different services and other components to work properly. For example, USD can use DTS to designate distribution routes for software packages. If DTS is not properly configured, software package deliveries may be misdirected. Therefore, if you have elected to use DTS, one part of troubleshooting a USD package distribution problem is to ensure that DTS has been properly configured. Tips on verifying the status and configuration of many common components and integration points are provided in Part 3 of this document.
User Error
Sometimes the problem lies not with the software or its environment but, rather with the user who either does not know or does not understand how the product or component works. This can include something as simple as a missing or mistyped command parameter. Therefore, you should ensure that a simple error in tasks, or a misunderstanding of how a task was to be performed, did not cause the error. Check error logs and review correct procedures with the user who last worked with the affected function or component. It is always wise to take care when modifying defaults. Some modifications are only temporary and are therefore lost when the system is recycled. Some modifications are affected by update intervals; changes are not applied until the next interval expires.
Confirm your Conclusions

Once you have identified the potential causes, the next step is to confirm that conclusion to ensure that it is correct (and that you are not merely responding to symptom). Check various parts of your system, and enter commands that help you troubleshoot. Test things that you think may help identify what is causing the problem, and eliminate possible causes that do not, in fact, apply to your situation. The next several chapters are designed to help you identify possible causes for an error and evaluate whether the causes apply to your site. These chapters contain symptoms and solutions (errors and possible fixes for those errors) for USD, UAM, URC and their common components and integration points.
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Apply the Cure and Document the Solution

Once you have applied your solution verify that it, indeed, is the solution and not just a temporary fix. Many times, during troubleshooting, what appears to be a solution only resolves a symptom and does not get at the root cause of the problem. As a result, the problem will recur and may even exhibit different symptoms, leading you to believe that it is an entirely different problem. Therefore you should thoroughly test and document the solution for future reference. Do not simply throw solutions at a problem, waiting for one to stick. Finally, if you have identified the true cause, you should also identify steps to eliminate the potential for a repeat of that problem. If the problem was traced to a user error, it is critical that you ensure that the person responsible for the error understands the correct procedure. If the problem was the result of a missing or improperly applied patch, review your update process to determine what checks need to be applied and whether changes need to be made to ensure future compliance.
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Chapter 5: Troubleshooting Installation and Migration

This section discusses common guidelines to follow when you install, upgrade and configure Unicenter Desktop and Server Management components. Following these guidelines helps minimize your chances of encountering a problem. If after reviewing these guidelines you still have problems with your installation, proceed to the Troubleshooting section later in this chapter.
Pre-Installation Considerations
One of the most obvious steps you should take to ensure a problem free installation is to verify that your installation environment meets the system prerequisites set by the Unicenter Desktop and Server Management components you are planning to deploy. The latest system requirements details can be found in the README file included on the installation media or in the Unicenter Desktop and Server Management Product Explorer. Even if you are able to successfully perform the installation in an environment that does not meet the minimum requirements, you may still encounter problems later when you attempt to use any of the product functions. In general, consider the following before installation begins: Existing Unicenter software: Before beginning an installation or upgrade of any of the Unicenter Desktop and Server Management components, find out what other Unicenter software is installed on the computer. Is Unicenter TNG, Unicenter Network and Systems Management (Unicenter NSM) 3.0 or CA Common Services (CCS) installed? What version does it have? What service pack level? Is there another r11 product and, if so, will you be sharing the same MDB? Be sure to read available documents and, if possible, make a test installation to make the different scenarios that are available clear. Existing Virus Protection Software: CA recommends that virus protection software be disabled before starting the Unicenter DSM installation. Interferences can appear during the Unicenter DSM installation process if virus protection software is enabled. Existing Remote Sector Server: If you have a Remote Sector Server (RSS) from a prior Unicenter Asset Management release installed on the computer on which you are going to install Unicenter DSM, the RSS service must be stopped before you start the Unicenter DSM installation. If it is not disabled, the RSS service will attempt to restart automatically. Disable the Asset Management Sector Server service from the service control manager. After installation re-enable the service.
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Windows XP Network Access: If the Windows XP policy is set to "Guest only", anyone trying to authenticate as a local user gets mapped to the Guest account, which is disabled by default. This will cause authentication to fail. To fix this problem, please refer to the Microsoft documentation at:
www.microsoft.com/resources/documentation/windows/xp/all/proddocs/enus/506.mspx
In addition to system requirements you should also consider the following: Firewall implications for component placement Windows 2003 Considerations
Migrating from a Prior Release

Detailed procedures and guidelines for upgrading to release r11 from a previous Unicenter Software Deliver, Unicenter Asset Management or Unicenter Remote Control release can be found in the Implementation Guide. Following is an overview and additional tips to further assist you in upgrading There are two parts to consider for the upgrade - upgrade of the infrastructure and migration of the existing data for re-use in the new architecture. Taken together, you should consider the migration process as consisting of the following phases: Phase 1 Plan new UDSM architecture Decide on whether to use existing or new hardware Install new UDSM Infrastructure
Phase 2 Migrate/Import the old data may need split or merge from existing managers depending on new architecture Only supported from UAM/USD 4.0 and URC 6.0 releases Deploy new UDSM Agents
Phase 3 Remove the old infrastructure For details regarding the steps in each of these phases, consult the Implementation Guide.
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The new UDSM components are installed independently of previous versions of those components. They can then run in parallel on either separate hardware or co-hosted on the same hardware, giving you the option of keeping your current hardware/software investments. Each product included in UDSM can be migrated individually and with a phased approach to minimize disruption to the operating environment. Considerations include: installation of management infrastructure may include design of new physical implementation or topology - which may necessitate new hardware and software. early identification of which data to migrate - and to where. You should always start running data migration tools on the managers first before rolling out the agents. because those agents that are already managed by r11 will not be offered the option of data migration careful consideration of agent infrastructure installation. To maintain consistency, once the agent data has been migrated to the new UDSM domain, no further management should be done using the old pre-r11 infrastructure. Phase 2, data migration, is independent of infrastructure migration. UDSM provides several tools, such as manually launched post install tasks, that can move the existing data into the MDB. These tools provide support for different database and operating system configurations, including: Microsoft SQL Server and Ingres data bases local and remote databases Windows to Windows Windows to Linux Linux to Windows Linux to Linux In realigning data from the old to new infrastructure you may need to merge or split the existing data. For example, if you are moving from multiple Unicenter Software Delivery Local Servers to a single Domain Server, you will need to merge existing data sources. On the other hand, you may need to consider splitting an existing Unicenter Asset Management r.0 domain into multiple UDSM domains in order to accommodate future growth and improve performance. In order to manage either of these options, the UDSM installation includes the concept of "migration scope" - selectively migrating agents from pre-r11 databases based on user groups. If selected, only agents that are members of that user group will be considered for migration. If the migration scope is left empty, ALL agents managed by that legacy manager will be considered for migration. Keep in mind that:
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Each agent can only connect to and be managed by one Domain Managertherefore, it is critical that each agent, which is being migrated from two or more legacy products\managers, end up in the same UDSM r11 domain. Use integration between USD-UAM query groups or dynamic groups to automate migration scope group population. Migration tasks rely on HostUUID for lookups of already migrated agents in the MDB. If, in previous releases, you had multiple agents sharing the same HostUUID, the information for multiple legacy agents could end up being merged into a single r11 agent record. Steps for identifying agents with duplicate UUIDs can be found in the Implementation Guide. Data migration for managers is performed through a new migration engine task - one job per product and per pre-r11 manager that you want to migrate from. There are several considerations that are specific to each component. For example, when migrating Software Delivery you need to be aware that: on Windows, the migration job relies on the USD r.0 API - if the UDSM manager and USD 4.0 managers are co-hosted, the migration job will reuse the installed USD API. If not, you will need to install the legacy USD 4.0 API manually. on Linux - the USD 4.0 API is installed as part of the UDSM manager - no additional steps required MSI support has changed. Carefully review the Implementation Guide for details and information on specific considerations and migration tools before any migration of legacy local servers is performed. For Asset Management, you need to be aware that: only software inventory based on filescan in UAM 4.0 is migrated. Software inventory based on heuristic scanning is not. only application definitions found on one or more computers are migrated. To migrate an application definition which is not currently found on any computer, create a category in UAM 4.0 called "migration" and link those definitions to it. software definitions are migrated - configuration and collected metering data is not - nor is auditing. Metering must be reconfigured and rerun to collect new data in order to migrate UAM query jobs successfully, you must run the migration job at least twice because of two-way dependencies the "execute job after logoff" scheduling feature is not supported for r11. If you migrate a job that uses this feature that job will be migrated without this setting. if you are migrating from multiple UAM 4.0 sources to one UDSM r11 database, ensure that template definitions have unique file names before rescheduling them
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For Remote Control, keep in mind that: computers are not migrated on an enterprise manager computer groups are only migrated once - deleted groups on pre r11 managers will not be synchronized migration of address book information can pull from either of two sources local address book or global address book. Only one can be selected per migration job. When all the migration phases have been completed, the components of the old environment can be uninstalled. At that point you can use the available mechanisms - replacement scripts using the r11 agent installer, uninstallation using the USD jobs, manual uninstallation using the add/remove programs controls or any uninstall icons available in the start menu.
Firewall Considerations
A full list of required ports can be found in the Implementation Guide, however, in general, Unicenter DSM only requires two ports to be opened to accommodate a majority of the inter-component communications. These are: 4104 UDP (for CAM) 4104 TCP (for bulk stream traffic) Certain features within the product can be configured to use file shares. In this event, the appropriate file share ports will also need to be opened. To enable deployment of agents to target computers that run firewall software, for example, Windows Firewall in Windows XP Professional SP2, you must perform the following actions manually: 1. Change Security Policy Network Acess: Sharing and security model for local accounts from Guest only local users authenticate as Guest to Classic- local users authenticate as themselves (applies to Windows XP) For more information see the web page Network access: sharing and security model for local accounts in the Windows product documentation. 2. Configure the following firewall settings. For the Internal - NOS download method: Allow File and Printer Sharing Open UDP Port 4104 Open TCP Port 7
For the DTS - NOS-less download method additionally: Open TCP Port 1234 Open TCP Port 4728
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Open TCP Port 8222
See the DSM working through firewall and NAT presentation on the r11 Implementation Best Practices pages for a detailed discussion of this topic.
Windows Server 2003 Access Considerations

For Windows NT and Windows 2000 servers, anonymous access, also called NULL sessions, could, by default, be used to access network resources. File system shares, called NULL session shares, could be configured to accept NULL sessions. This has always been the preferred way for Software Delivery agents, running in the LocalSystem account, to access the Software Package Library (SDLIBRARY$ share) on the scalability server. With the Windows Server 2003 Microsoft raises the security level compared to previous versions of the server operating system. By default, anonymous access and NULL session shares are disabled. The need for anonymous access has been eliminated for machines that belong to the domain by making machine domain accounts true security principals in the Windows security system. In Windows 2000 domains, and later in Windows Server 2003 domains, access rights may be granted to machine accounts as well as user accounts. On Windows NT 4.0 and Windows 2000 servers, Software Delivery continues to use NULL session shares to provide access to the Software Package Library, for Software Delivery agents running in the LocalSystem account. On Windows Server 2003, NULL session shares are not used to provide these agents access to the Software Package Library. Instead, Software Delivery relies that agents are granted access to the library through their machine domain accounts. This approach, even though more secure and in line with Microsoft's recommendations, does not offer a complete solution for all supported Software Delivery agent operating environments. Please read the article 278259 in Microsoft's Support Knowledge Base about the evolution of anonymous access on Windows operating environments.
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MSI Administrative Installs with SDMSILIB on Windows Server 2003

When using MSI administrative installations to deploy packages over the SDMSILIB share, the "sd_sscmd libraryaccess" method is not sufficient for connecting to that share. Agents must be able to access this share even when installations or configurations using Software Delivery are not running. The reason for this is that access to the SDMSILIB share may be requested by MSI installations at any time, for example, when performing repair or self healing. Instead, Software Delivery assumes that agents are granted access to the SDMSILIB share through their machine domain accounts.
Windows 2003 SP1 MSI Library Access - Restrict Anonymous Access to Named Pipes and Shares
By default, anonymous access to network shares on Windows 2003 Service Pack 1 is denied. For network installations of MSI packages from the SDMSILIB share or general anonymous access to the SDLIBRARY$ share on a computer running Windows 2003 Service Pack 1, the following steps must be performed: 1. 2. Set the following security option in the Local Security Policy: 'Network Access: Restrict anonymous access to Named Pipes and Shares Disabled' Reboot the system in order for the changes to take effect.
Software Delivery Agents Connecting to Software Delivery Scalability Servers

The following applies only when Software Delivery agents connect to Software Delivery managers running on Windows Server 2003 and where the Local Security Policy "Network Access: Restrict anonymous access to Named Pipes and Shares" is set to Enabled on the manager or scalability server Software Delivery agents running on Windows NT 4.0 and Windows 9x/Me systems continue to use anonymous access and, as a result, will not be granted access to the Software Delivery library shares. Software Delivery agents running on computers with Windows 2000, Windows XP, or Windows Server 2003, which do not belong to any domain, or which belong to a different non-trusted domain than the Software Delivery manager on which the Software Package Library share exists, will be refused access as well. To resolve the access issues for Software Delivery agents on Windows NT 4.0, Windows 2000, Windows XP, or Windows Server 2003, manually create a dedicated user account on the scalability server machine and add it to the Everyone group. This will grant read-only access to the SDLIBRARY$ shares. The user name and password have to be entered into the common configuration store of each domain manager and scalability server running on the new Windows manager platform.
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Installation Process Overview
For Windows 9x/Me, Software Delivery agents running on these operating environments have always relied on the logged on user having access to the Software Package Library share on the Software Delivery managers, and continue to do so. In order to prevent failures, Software Delivery agents automatically fall back to internal NOS-less download, if access to the library is denied. This behavior can optionally be switched off by setting NOSLessSwitchAllowed to False in the configuration policy section itrm/usd/agent. For more information on these and other OS considerations, consult the Implementation Guide.

The Unicenter Desktop and Server Management r11 products are available for installation on Windows and Linux. These environments are very different and are explained separately below. However, the overall architecture of the installers is similar. Each installer runs through 3 major phases:During the Product Exploring and Preparation (PEP) phase the user is able to make decisions about installation type (Express or Custom) and to verify existing and install missing prerequisites. During the Configuration phase the user is interviewed in order to ascertain all necessary information for use during the Installation phase. For existing customers the installer will automatically detect installed products and recommend appropriate actions\Windows During the Installation phase, the appropriate files are copied and the selected components are actually installed.
Windows Installations
The Unicenter DSM Installer is highly modularized using multiple MSI merge modules. Each MSI merge module covers an appropriate Unicenter DSM component. These merge modules are then brought together to form a number of different MSI packages. Merge Modules do not include any dialogs that interview users. All dialogs are implemented within the Unicenter DSM r11 Master Setup. This ensures display of all dialogs in one sequence before installation begins.
Log file location
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For interactive installs log files can be found in the following folder %TEMP% For non-interactive installs (for example when using Infrastructure Deployment) log files can be found in the following folder %windir%/Temp
MSI packages
The Windows Installer uses a master MSI package which invokes other specific basic MSI packages for different Unicenter DSM components based on installer selections/parameters. The master setup writes to the following log file
DSMSetup.log
Unicenter DSM component MSI packages write to the following log files
DSMSetupxxx.log
where xxx stand for the component name (e.g., Manager, ScalabilityServer, AgentSD etc A return code of 1707 or 3010 at the end of these files indicates that everything went OK. The MSI installer log files are written by the MS Windows Installer and their format can be rather cryptic. Thankfully Microsoft provides a tool wilogutl for analyzing MSI log files. Wilogutl analyzes a Windows Installer installation, and displays suggested solutions to errors that are found in a log file. Non-critical errors are not displayed. Wilogutl.exe can be run in quiet mode or with a user interface (UI). The tool generates reports as text files in both the UI and quiet modes. It works best with verbose Windows Installer log files, but also works with non-verbose logs. This tool is only available in the Platform SDK Components for Windows Installer Developers. For more information, consult the Microsoft support website.
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Windows Installation Diagnosis Tip

To find out which parameters have been used to install the different components open the DSMSetup.log and search for string 'msiexec'. You will find the full command line used to launch installation of the selected components. This information can also be useful if you need to create your own scripts for silent installation.
After Copies
During execution of the MSI packages several component/sub-component specific 'AfterCopy' functions are called to carry out specific configuration. These functions are provided in C++ DLLs and most of them log to the following file:
TRC_Inst_ITRM_0.log
Some sub-components log to their own file

TRC_yyyy_0.log
Where yyyy is the name of the sub-component.
Ingres, MDB and Other Log Files

Prerequisite checking output and installation of non-Unicenter DSM components (e.g. CAM and CCS) are logged to the following file:
TRC_Inst2_ITRM.log
The Ingres and MDB configuration can be checked by opening the following file:
TRC_Inst_ITRM_0.log
Search for the text mdb. This should take you to the MDB sections where preparation and initial data population are noted. Typically, if this section doesn't show any ERROR trace entry, then the mdb configuration for Unicenter DSM was successful.
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LINUX Installations
As with the Windows installation, the Unicenter DSM Installer for Linux is also highly modularized, using multiple interdependent PIF packages (PIF is CAs proprietary Package Installation Format for Unix). Each PIF package covers an appropriate Unicenter DSM component and together these PIF Packages form a number of master PIF packages.
Log file location

Installer log files are written to the /tmp folder and, once installation has completed, the following two log files are copied to the /opt/CA/installer/log xxx folder for safe keeping:
ca-dsm-setup.log ca-dsm.install.log
As a result, the primary Unicenter DSM installation log can be in both of the following locations:
/tmp/ca-dsm-xxxx.log /opt/CA/installer/log/ca-dsm.install.log
where xxxx is a numerical value. If there are multiple files within the /tmp folder use this naming convention to find the largest one.
Aftercopy logs
During execution of the PIF packages, several component and sub-component specific 'AfterCopy' functions are called to carry out specific configuration procedures. These functions are provided as executables. Some of them write to the main Unicenter DSM installer log (see above) while others create their own log files which can be found in either of the following folders:
/tmp /opt/CA/UnicenterDSM/logs
Folder selection will depend on what point in the installation process the After Copy executable has been called. The files are named as follows
TRC_yyy.log
Where yyy is the name of the sub-component.
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Diagnosis tips - Deploying to Linux over SSH

Deployment to Linux targets using DMDeploy over SSH (the default method for Linux) is quite complex and subject to a variety of environmental obstacles. Many things have to occur successfully before the deployment payload becomes active on a target system. Unfortunately, since no CA software is assumed to be present during deployment it is impossible to report accurate status and diagnostic messages during this operation. Therefore, an understanding of the process is important. Following is the sequence of events followed during deployment to a clean system on Linux using SSH. To diagnose problems in this area, it is crucial to identify the point of failure within the sequence. 1. dmdeploy manager connects to target system using ssh You should see the connection attempt logged into the system log file /var/log/secure. 2. If connection is successful, primer installation package is pushed to the target system using ssh/sftp You should see OS processes with names containing these strings appear on the target system 3. Primer image is uploaded to /tmp/dmprimer. You can issue a ls ltr in this directory to monitor the growth of files as they are uploaded. To assist with tracking down installation issues, this directory is not removed. 4. When the image stops growing, the primer install (installdmp) is launched. You should see a process with this name appear in your ps list as well as a process running lsm.exe. 5. After the primer install is finished, you should see two packages called cadsm-dmprimer and ca-dsm-dmprimer-standalone in the pif package list (lsm lOpif). Primer files are installed into /opt/CA/UnicenterDSM/dmprimer. 6. Dmprimer should then be started dm_primer start appears in the ps list and the dmprimer log file should also appear: /tmp/dmprimer.log. 7. Transfer of the deployment payload (e.g. UAM agent) starts. You will see transferring xx% messages appear in the GUI/CLI. This is quite quick in comparison to the primer upload in step 3. 8. Package installation starts. You will see the installdsm process in the ps listing. Use the lsm lOpif command to display the PIF packages currently installed.
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After completion, the package ca-dsm will be present. Other subcomponents will be present, however, the exact list will depend on which payload you are installing. Thats it package installation status is sent back to the manager and displayed in the GUI/CLI.
LINUX Installation Diagnosis tips

The Ingres and MDB configuration can be checked by opening the main Unicenter DSM installer log file (see above) and searching for the text cadsm-mdb. This should take you to the MDB sections where preparation and initial data population are logged.
General Install Notes

If the MS-SQL Server install (default or named) does not use the default TCP/IP port number you will need to add the port number in addition to the instance name. In other words, you will have to fill the input field as follows for the MS-SQL Server:
<instance name>, <port number>
CAF Tip:
To query CAF for the current status of all plug-ins, execute the following command:
caf status
The output should look something like the following:

Querying caf for status information... Unicenter DSM r11 Common Application Framework 11.0.8024.234 Showing running DSM services... [1] [2] [3] [4] [5] [6] [7] [8] [9] Asset Management manager (ammanager) Asset Management performance agent (ampmagent) Asset Management server (amrss) Asset Management usage server (amms) Certificate exchange plugin (cfcertex) Common Server (cserver) Common object manager (cmobjectmanager) Configuration agent (ccnfagent) Configuration and State Management agent (ccsmagt)
[10] Configuration and State Management agent controller (ccsmact) [11] Configuration and State Management database api server (ccsmapi) [12] Configuration and State Management server (ccsmsvr)
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Infrastructure Deployment
[13] DSM Service Locator plugin (cfsvclocator) [14] Data Transport network object server (dtsnos) [15] Data Transport schedule object server (dtssos) [16] Data Transport transfer agent (dtsagent) [17] Data Transport transfer object server (dtstos) [18] Deployment Manager (dmdeploy) [19] Engine (SystemEngine) [20] Event notification plugin (cfnotify) [21] File transfer server (cfftplugin) [22] Notification Server (cfnotsrvd) [23] Port multiplexer (pmux) [24] Registration plugin (cfregister) [25] Remote Control host agent (rchost) [26] Remote Control manager (rcmanager) [27] Remote Control server (rcserver) [28] Session messaging server (smserver) [29] Software Delivery boot server (sdmpcserver) [30] Software Delivery manager: api server (sdmgr_api_2) [31] Software Delivery manager: dialog manager (sdmgr_dm) [32] Software Delivery manager: file transfer (sdmgr_ft) [33] Software Delivery manager: installation manager (sdmgr_im) [34] Software Delivery manager: task manager (sdmgr_tm) [35] Software Delivery server (sdserver) [36] tomcat server (tomcat)
Note The list of plug-ins is sorted alphabetically - not in the order in which they are started.
The Infrastructure Deployment subsystem facilitates the initial deployment of Unicenter DSM software components within a heterogeneous enterprise. Infrastructure Deployment is also sometimes known as DMDeploy v2. Unicenter DSM infrastructure components (i.e., Agents and Scalability Servers) can be transferred and installed without the use of Unicenter Software Delivery. This functionality is typically used to initially roll out the Unicenter DSM infrastructure. A Unicenter DSM Explorer wizard is used to scan for deployment targets and to configure and initiate the deployment job.
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Important note (1): When the infrastructure deployment wizard is completed, a deployment job is created which manages the progress of the deployment to all the selected end systems. The status of this job can be viewed through the Unicenter DSM Explorer, but please note that the job is NOT persistent. It is maintained in the memory space of the DMDeploy manager process. If the DMDeploy manager exits for any reason (crashes, is restarted, machine rebooted) the job information is lost, as are any unprocessed status messages from end system installations, though these installations will continue if already started. Important note (2): All operating systems are not created equal. The deployment manager has different capabilities on different platforms. Two major restrictions on the Linux manager 1) it cannot push out a primer to Windows shares since it cannot run the installation command 2) it cannot enumerate Windows domains. You will get an error if you try to do the latter. The Windows manager, however, is fully capable of SSH & telnet/FTP deployment to UNIX variant targets. Important note (3): Deployment using FTP can seem back to front until you think about it. This method of deployment works as follows: DMDeploy Manager connects to target using telnet DMDeploy Manager issues ftp commands over telnet on the target, pulling the primer installation image from manager to target, i.e. initiating the FTP get request on the target. This is different from deployment via shares and ssh, which are pushes from the manager to target. This method only requires that a single FTP server be set up on the Manager, rather than requiring one on each target.
Agent Registration
When a Unicenter DSM agent is installed on an end system the first thing it does is attempt to register its existence with its Domain Manager via its Scalability Server. This registration process is common across all products and includes a limited amount of inventory information (known as Basic Inventory or sometimes Basic Hardware Inventory). Note that agents register on a regular basis but basic inventory information is deltad after the first registration.
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Installation Symptoms and Solutions

Following is a collection of symptoms representing common problems that may be experienced during the installation, upgrade or configuration process. Each symptom is paired with its appropriate solution. If you experience any of these symptoms in your environment but are unable to effect a resolution using the solution provided or if you have any questions about that solution, please contact Technical Support for assistance.
Unable to connect to MDB (Ingres)

Symptom: A user has changed the password of the ca_itrm database user ID using the Ingres Visual DBA and now Unicenter Desktop and Server Management cannot connect to the MDB. Solution: The password for the ca_itrm database user ID should not be changed in the database using the Ingres DBA. The only change that should be made is to the password of the ca_itrm OS user ID (used by Ingres to authenticate access) which is created during the installation. If, however, this was done, you will need to first delete the password, using the Ingres Visual DBA, then, follow the procedures documented in the Implementation Guide to correctly change the password.
Cannot find JDBC SP3

Symptom: Windows 2003 SP1, MS-SQL Server 2000 SP4 client and drivers for JDBC SP3 were installed using a local administrator user ID. When a user logged in to the same machine as the Active Directory administrator JDBC SP3 could not be found. Solution: During setup, the JDBC driver only inserts its entries in the current users HKEY_CURRENT_USER registry tree - not in the HKEY_LOCAL_MACHINE tree. As a result of this, any user other than the current user during the JDBC setup (e.g., another administrator), will not have access to the JDBC drivers registry entries and, even though the JDBC drivers have already installed, they will not be found. To avoid this access problem, install the drivers for JDBC SP3 again for the user ID who will be installing Unicenter Desktop and Server Management.
Unable to Initialize Database Connection

Symptom: I get the following message when I try to login to the Web Console on the DSM Management Server Machine:
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unable to initialize database connection
The MDB and SQL Server are on the same machine and there is no problem accessing it from the DSM explorer. Solution: It is likely that the JDBC drivers have not been properly installed or configured.
Lots of Memory Usage

Symptom: During the implementation on Ingres, it appears that some of the processes are using a lot of memory (700+ MB for the lidbms.exe!). Is this normal or could there be a problem? Solution: This is not unusual Ingres is just caching as much data as possible. Once the product is installed, be sure to look at the MDB Scalability presentations and Optimization presentations for tips on tuning your Ingres implementation.
Timeout Error with Dual NICs

Symptom: DSM r11 was installed on a machine (cluster) with two NICs, which are not routable. However, while the user can camping the upstream (first NIC) servers a timeout error is issued for the downstream (2nd NIC) servers. Solution: This indicates that CAM may need to be configured. To do this, execute the following command on the server:
Camsave config
This creates a save.cfg file in the CAM folder. Rename save.cfg to cam.cfg and edit the file to include an entry for both NICs in the Routing section. For example, if your server has two NICs, a.a.a.a and b.b.b.b, the entry would read:
*Routing Forward localhost a.a.a.a Forward localhost b.b.b.b
Unable to Connect to Web Service

Symptom: User is unable to sign in to the web console. After providing both user name and password and clicking Log in, the following message is generated:
Warning: Unable to connect to Web Service ({http://xml.apache.org/axis/}HTTP)
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I checked the web service and it was started. Solution: Try editing the following file:
Program Files\CA\Unicenter DSM\Web Console\ webapps\wac\WEBINF\classes\com\ca\wac\config \WACConfig.properties
Modify the following parameters in this file:

AMS_URL=http://<server name>/AMS/login.do WEBSERVICE_URL=http://<server name>/ udsm_r11_Webservice/mod_gsoap.dll
Then, restart Tomcat by executing CAF Stop/start tomcat
Scalability Server Unable to Connect to Engine

Symptom: Installation was configured such that the Domain Manage\Engine server accesses the Scalability Server across a WAN through Public IPs while the Scalability Server controls its agents within LAN/local IPs. However, the Scalability Server is unable to connect to the Engine and the following error is generated:
Unable to open Server <Scalability Server hostname>
Solution: The first step is to check CAM. In r11, all the DSM components use CAM (4104 UDP as default) and DSM Multiplexer Port (4728 TCP by default). Verify that you can both ping and camping both ways. In both tests you should use the names of the components on the system because it is also possible that the messages are reaching the Scalability Server but are being ignored because of an FQN mismatch. Issue the following command on the Scalability Server:
Camping -a
Then, on the same system, issue the following command:

Camping a [Engine Server Name]
The output will include information indicating how each computer identifies itself. In cases where there is a mismatch, it may be necessary to create a cam.cfg file and add a Routing section as follows:
*Routing Forward localhost [Local Host IP Address]
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Migration Symptoms and Solutions
Large Number of Subfolders and Files in Install Directory

Symptom: There is an extremely large number of subfolders and files under the <install directory>\asm\library\output folder. Solution: These files and subfolders represent the Software Delivery job output which can be viewed through the Job Target properties menu. Removing these folders and files will improve GUI performance (since the API instance will not have to cache so many files) but you should be aware that the associated job output will be removed as well. You may want to consider using configuration policy to schedule a JobCleanUpTime to remove any obsolete jobs including output files. For more information, consult the Implementation Guide or FAQ394764 on SupportConnect.

The following topics pertain to migrating from earlier releases of the DSM subcomponents.
Agents Not Registering

Symptom: Agents do not register after migration from 4.0 releases Solution: This behavior is a symptom of a known problem with r4.0 and cloned machines. In r4.0 a HostUUID entry is created in the registry when the first 4.0 CA agents are installed. Cloning a machine that has or had a 4.0 ca agent installed w htout first removing the registry engtries causes new agents to overwrite the records for existing agents with the same UUID. In r11.x this is addressed by not only creating the HostUUID entry when the agent is insggtalled but also creating additional entries for the machines key identifiers (MAC address, system ID, volume serial number). Should the machine be cloned without removing the registry keys, at CAf startup, a check ismade to insure that the key identifiers match the registry is performed and, if an exception is detected, a new UUID is generated. The exception to this is during an upgrade. In this case, HostUUID entries are NOT aletered if the key identifier entries are not present. In that case, r11 installation assumes that the HostUUID entry is a valid r 4.0 value The additional key identifier enteries are created and the existin HosgtUUID is used in the asset regisgtration process. The hprocess ensures that the new r11 asssets registered can be p roperly matched to their corresponding r 4.0 legacy asset objects added to the r11 MDB by the m igration tasks.
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It is essential, therefore, that prior to migrating to r11.1, the integrity of the r4.0 deployment (in terms of potential duplicate HostUUID entries be verified. This information is very clearly sated in the r11 Implementation Documentation (see Migration Challenges topic for more details.
Cannot Deploy SD Packages after Upgrading from USD 4.0

Symptom: After installing on an Enterprise or Domain Server that had previously included an installation of Unicenter Software Delivery 4.0, we cannot deploy packages? Solution: The Data Transport Services (DTS) components shipped with Unicenter DSM r11 completely replace the DTS 3.0 components installed with the previous release of Unicenter Software Delivery if it has already been installed on the Enterprise or Domain Server. Consequently, after the upgrade you will be unable to deploy packages from the USD 4.0 Enterprise Server to the USD 4.0 Local Server. To resolve this problem, edit the new tngdts.ini file that was installed as part of the upgrade to match the settings that were previously used in 4.0. This information is also provided in TechDoc # TEC415456.
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Chapter 6: Troubleshooting Software Delivery

The software distribution process used by Unicenter Software Delivery consists of the following steps: 1. The software package is created. The package must include an installation procedure and may, optionally, include configuration, activation and uninstallation procedures. The software package is registered in the Software Delivery Library. Depending on administration requirements this may occur at the Enterprise Manager or Domain Manager. The package is distributed to target computers either at the request of the administrator (push) or, if catalogs are used, at the request of the target user (pull). The package installer is executed after the package has been successfully delivered directly to the end system or to an accessible network share the packages installer is executed. The status of the package delivery/installation is reported back to the originating manager at various stages throughout the process.
2.
3.
4.
5.
The key to troubleshooting a problem with the software distribution process is to identify at what point in the process the problem occurred. For example, the failure of a software package to install on a target may be the result of a faulty package creation, an improper library registration, a communication failure between components during package transfer, or a resource/environmental deficiency on the part of the target system.
DTS Considerations
If you have migrated from an earlier version of Unicenter Software Delivery in which you used the Data Transport System (DTS), be aware that DSM r11.0 and r11.1 do not include CCS integration. As a result, if DTS 3.0 (with SD 4.0) had WorldView configured with DTS routing information then this information will not be available when upgrading to those releases. All DTS versions prior to r11 are upgraded to DTS r11 as part of the DSM r11 installation. DTS does not co-exist with its earlier releases. In this respect, DTS is backwards compatible with all earlier DTS versions.
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Symptoms and Solutions
Due to an issue in the upgrade process, when DTS is upgraded to r11 it will continue to use its legacy TCP protocol instead of the r11 Networker (i.e., port multiplexer component). Although transfers will continue to carry on, in environments where the firewalls have a limited number of open ports, DTS transfers may fail until the legacy TCP ports are opened in the firewall or until DTS is configured to use the r11 Networker component.
OSIM
OSIM (OS Installation Management) provides bare metal operating system installation on targets in an enterprise network. OSIM can install operating systems on targets that are able to boot from the network. OSIM provides an infrastructure consisting of: Manager plug-in that controls the installation process DSM Explorer and DSM CLI plug-ins Support for preparation of the OS and BOOT images Tools to setup and configure the operation system PXE/TFTP Boot Server (a Scalability Server plug-in) CADSMCMD is a command line interface that supports process automation in the area of desktop and server management. When it comes to OSIM, the CADSMCMD CLI is backwards compatible with the previous v4 Software Delivery release, however, there are several caveats to keep in mind: Due to the name change from SDCMD to CADSMCMD any prior calls to SDCMD, along with their supporting scripts, will need to be updated to reflect the new name. The linkBMS action is no longer available from the targetComputer command due to changes introduced by the MDB. The userParameter and username parameters of modifyInstallParameter are now obsolete due to changes in how encryption-decryption are handled.

This section presents both symptoms and solutions for common problems related to the Software Delivery component of Unicenter DSM.
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Cannot Run Jobs on Scalability Server Agent

Symptom: Jobs cannot be run on the agent on the Scalability Server Solution: The agent on the Scalability Server must register with the Scalability Server that it runs on. Execute the caf setserveraddress command to verify that the address is the local host, 127.0.0.1 or points to the address of the local host.
caf setserveraddress localhost caf register all
In addition, the server must be registered with the Domain manager. To verify this use the cserver register command and verify that the address returned in the message belongs to the domain manager.
Caf register ALL Cserver config h <FQDN of Domain_Mgr> Cserver register a
Cannot Run Jobs on Agent

Symptom: Jobs cannot be run on the DSM Agents Solution: Ensure that the agent has registered with a valid Scalability Server. To verify this run the caf setserveraddress command and confirm that the Scalability Server identified is a valid one. The syntax is:
Caf setserveraddress <FQDN of Scalability_Server> Caf register ALL
Cannot Run Jobs on Agent

Symptom: Jobs cannot be run on the DSM Agents Solution: Ensure that the server is able to communicate with the agent in order to start the job check. Execute the following command:
sd_acmd jobcheck
Does the job appear? If it does but the server or Unicenter explorer is unable to start a job check on the agent, you may need to adjust the firewall settings for the agent. Open incoming ports 4104 and 4105 on the agents firewall.
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Agents not Registering

Symptom: Software Delivery agents were configured to use user profiles however, they are not being registered. Solution: User profiles are registered when DSM detects a logon. After the policy has been set, allow it some time to take effect, then logoff and log back on. Request a configuration report for the computer in question to verify that the configuration has indeed taken effect.
Persistent Migration Lock

Symptom: Agents remain locked in migration long after the upgrade completes. Solution: The r11 manager identifies agents by host_uuid and the r4 manager by a name. If the uuid changes during the migration, two records will be created for the same agent one migrated and one registered. Check to see if the host_uuid of the agent has changed between the v4 and r11 releases. If the names are different, consult the uuids challenges section in the DSM Implementation Guide for additional guidance. DSM r11 also allows for the distribution of separate agent plug-ins independently. Check the version of the agent in question using the DSM Explorer. Open the Agent properties dialog and select the Agent tab. If the agent version is 4.0.0.0 the SD r11 agent plug-in is not installed on the end system even if other r11 products are. Deploy the agent as needed.
Agents are not Migrated during Upgrade

Symptom: After migration from previous release several agents are not upgraded. Solution: Check the migration trace file to see if it includes entries indicating that duplicates exist. The migration process requires a unique host_uuid and name for each agent machine to avoid merging agents with the same host_uuid. This can also be the result of a ghost image which contains a DSM host_uuid. Determine if the duplicate agents are, in fact, the same physical machine. If so, consult the migration chapter in the DSM Implementation Guide for further information about uuid challenges.
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No Answer from Domain Manager After Container is Sent

Symptom: Although the status of a container distribution is 100%, there is no answer from the Domain Manager to the Enterprise Manager. Solution: The USD Domain Manager detects Enterprise Manager membership by interrogating the mentioned role parameter in comstore. Occasionally, this information may not get changed during the Enterprise linking. Connect an ITRM Explorer GUI to the actual Domain Manager and verify, by viewing the task list under the Control Panel\Engine\System Delivery Engine node that a Receive Task is running. From the Domain Manager execute the following command:
cccnfcmda cmde GetParameterValue ps itrm/manager/default pn role
If the role is 2 then run DM:

cccnfcmda cmd SetParameterValue ps itrm/manager/default pn role v 1
Then recycle CAF by executing the following commands:

caf stop caf start
Jobs Sent to Remote Agents Not Executed or Delayed

Symptom: Jobs sent to agents connected to remove Scalability Servers are either never executed or always delayed. Solution: If the Scalability Server is located in a difference time zone, check to ensure that the date, time and time zone settings are correctly set at the Managers and Scalability Servers and that the configuration policy software delivery/shared/Timezone: Local time deviation between EM-DM and DM-SS is set correctly. Unless the configuration policy is set, the software assumes that all nodes reside in the same timezone and that the system clocks are relatively synchronized. Note: This policy was formerly known as LocalTimeDeviation.
CCS Calendar No Longer Attached

Symptom: Calendar is not attached to computers that were added to a group for which a calendar was previously attached. Solution: Only computers that are members of the group at the time that the calendar is attached will be affected by that calendar.
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Re-attach the calendar to the group to apply it to the new members.
Configuration Parameter Could Not Be Written

Symptom: When using the Software Job Management Job Cleanup page you get an error that says:
The configuration parameter could not be written. value [SDM002400] Possible error cause: Illegal
Solution: One of the parameters on the page has been changed from Locally managed to Centrally managed. Even though Software Job Management appears as a separate screen in the configuration section of the control panel, it uses the DSM common configuration mechanism. Use a configuration policy to change the value instead or revert the parameter to be locally managed before re-attempting the operation.
Job Check Dialog is Invisible

Symptom: Under Windows XP or Windows 2003 the CAF service was configured to run as admin and now the job check dialog is invisible. Solution: When CAF is set up to run as an admin, the SD agent plug-in needs to be configured in order to display its catalog to the desktop. To verify this is the problem, execute the following from a command prompt:
ccnfcmda cmd getparametervalue ps itrm/common/caf/plugins/sdagent pn enabledisplayondesktop
If the return value is zero (0), execute the following to configure this option:
caf setprop sdagent enabledisplayondesktop 1
Distribution Does Not Progress but DTS Still Active

Symptom: Software Delivery distributions using DTS remain in active state and the distribution does not progress. Solution: The root cause of this problem is that the DTS Transfer Agent is not listening for any incoming connections. The resolution, therefore, is to alter the DTS Transfer Agents configuration policy to turn off the sequential connect configuration parameter. To do this: 1. 2. Open the DSM UI and go to Control Panels ->Configuration -> Configuration Policy. Change the DSM-> Data Transport Service ->Data Transport Agent Plugin -> Sequential connect property from true to false.
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Security Violation for DTS Transfer that was Suspended and Resumed
Symptom: Suspending and resuming transfers created with DtsCli or through the ADT Transfer Client is unsuccessful. Transfers fail with Security Violation: userid or password not correct. Solution: This behavior is not supported. Reactivate the transfer but do not use the suspend and resume features offered by DtsCli or the ADT Transfer Client.
Target Name Missing in Jobcheck

Symptom: When jobcheck runs the targetname in the dialog is missing and there is only a . (dot) in its place. Solution: This is not an error. In r11 the dot character (.) is used to identify the computer unit. Therefore, you can run the following command to initiate a jobcheck for the computer unit:
Sd_acmd jobcheck target=.
Cannot See DSM Agent Deployment Packages in Staging Library

Symptom: I cannot see the DSM packages in the Staging Library on the Scalability Servers when I select Control Panel, Deployment, Stage Software at the Scalability Server. Solution: The DSM packages that the deployment wizards uses are not stored in the Staging Library. Rather, they are stored on the Scalability Server under the following path:
<install path>\CA\Unicenter DSM\DMPrimer\CAUnicenterDSM
Error Running Purge and Archive Software Job

Symptom: While running a Purge and Archive Software Job I get the following error:
Distribution Status Error: Order no:1 and the following orders could not be executed. Reason: Purge Operation not allowed, as a Job Order for this item is outstanding [A301932].
Solution: This occurs when the application you are trying to Archive and Purge is still present in either a Query or Template Group. To resolve this error, delete the application from all of the groups.
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Note: Even if the group is deactivated and not currently being evaluated, the fact that the application is part of that group will cause the Archive and Purge job to fail.
Software Package Not Added to Windows Add\Remove Programs

Symptom: Although a software package that was created with the Software Delivery packager deployed successfully on the target machine it was not added to the list of software on the Windows Add\Remove Programs dialog on that machine. Solution: When software is installed through the software catalog it is added to the Windows Add\Remove Programs list thereby enabling the user to subsequently uninstall the program if desired. When SXP is used, however, it is purposely not added to that list because the assumption is that deployment of the package and its continued installation on the target machine is directed by the administrator, not the end user. For details on modifying this default behavior, consult techdoc TEC425592 on SupportConnect.
Updating Source List Library Error but Job Still Works

Symptom: Software Distribution job receives a status of failed and an error message of updating source list using library however, the job sent to the Agent installs fine. Solution: This can occur in situations where an MSI package is deployed to an Agent machine with default configurations and where a previous share to the MSILIB on the Manager has been manually deleted. When a job is executed the Manager sends a configuration list to the Agent and, if the MSILIB is share on the server, one of those parameters is:
<MSI>\\SERVERNAME\SDMSILIB</MSI> <MSILIBSUPPORT>1</MSILIBSUPPORT>
If the share has been manually deleted, this parameter check will fail resulting in the updating source list using library error. To avoid this problem, update the server configuration to reflect that the Share has been disabled, using the following command:
SD_SSCMD REMOVESHARE MSILIB
This information is also posted in techdoc #TEC411553.
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Chapter 7: Troubleshooting Asset Management

This chapter provides information for troubleshooting the Asset Management component.
Note Regarding Software Scanning and Detection

DSM r11 has fully incorporated the eVM signature scanning technology. It includes a component which is able to download the signature database from the online CA Content Management System (a central repository hosted by CA and available via public internet). The CMS contains information about all known software, patch and fix recognition information (signatures). This is stored in the MDB and converted to an XML file and transmitted to the DSM agent for use by the software detection component. The key difference between the current functionality and that offered in the previous release is that the signatures are available to the agent and it is the agent that does the software detection. Previously, a list of information was returned to the manager where the analysis took place. This change in location reduces the load on the manager system. 1. 2. DSM Engine launches Content Downloader on regular basis to check for updates Content Downloader updates MDB with changes The UPM.log file can be found in the \Unicenter DSM\bin directory for Windows or the /opt/CA/UnicenterDSM/engine/bin/upm directory for Linux 3. 4. Engine pushes compressed signatures to Scalability Server Agents pull updated signatures from Scalability Server After the file is transferred it is stored, uncompressed, locally on the end system hard drive. 5. For Windows the location is: \Program Files\CA\Unicenter DSM\agent\units\00000001\uam\Wnnnnnnn.XML For Linux it is: /opt/CA/UnicenterDSM/Agent/AM/data/work/lnnnnnnn.xml
Agent launches scanner which launches signature scan and calculates deltas.
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If the signature file gets corrupted the scan will most likely not produce any results. A simple way to check the file integrity is to load it in a web browser. If the browser complains about the syntax, then it is unlikely to be accepted by the scanner as well.

This section presents both symptoms and solutions for common problems related to the Asset Management component.
Disappearing Asset Management Deployment Jobs

Symptom: We are deploying Asset Management agents through the deployment wizard (rather than Software Delivery) but the deployment jobs disappear from the console within a day or so whether or not the deployment has been successful. Solution: Unlike Software Delivery distribution jobs, Asset Management deployment jobs are not persistent. Whenever CAF is restarted the deployment history and any current deployments are lost.
Signatures Missing After Upgrade

Symptom - 1: We upgraded to r11.1 but now we dont seem to have the signatures for the Office 2000 components (e.g., Word, Excel, etc.). Where did they go? Symptom 2: We upgraded to r11.1a but, after executing the Default Software Contents Download Job, there appears to be less than half the software signatures that were available under r11.1. What happened? Solution: In both cases, what is perceived as an error is actually just a change in design that requires additional clarification. In r11.x, software products are grouped first into suites, where applicable. For example, Microsoft Access is considered part of the Microsoft Office suite. As a result, where you might previously have looked for MS-Access directly, you now need to first look for MS-Office, then drill down to find MS-Access.
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The display hierarchy used by r11 divides software entities into products and releases. Releases are children of products in this hierarchy and products can have one or more releases. For example, if you drill into the Microsoft Office Suite you will see the Office 2000 components and, if you drill down into one of those components, you will see the list of releases for that component (SR-1, SP2, SP3, etc.):
Use of the is_active field in the ca_software_signature table was introduced in r11.1a and, as a result, under that release, if there are no active signatures available for a particular software product, then that product is filtered in DSM. Any patches related to those software products are similarly filtered. To see how many records have been filtered from view, check the upm.log file.
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Unable to Sort Computer Groups by Type

Symptom: While viewing dynamic groups the user attempted to sort computer groups by type and received the following error:
DB error: incorrect SQL syntax [CMM000193]
However, there was not problem viewing the queries. This only occurs on Windows with SQL Server 2005. Solution: This issue occurs because SQL Server 2005 requires the sort property to be qualified for view. To resolve this ensure that you have installed DSM version r11.1 C1 and request fix TF9C263 from Technical Support. This topic is also discussed in techdoc TEC425356.
Unable to Set Asset Group Permissions

Symptom: When I tried to set permissions for an Asset Group the GUI froze for 10 minutes and then failed. The following error message was displayed:
Security Error: Database Error [CMM001300]
It then appears that the permissions have been granted, however, when I look at the permissions for the computer group it shows:
(permissions: default class ())
Solution: Due to a problem in the MDB definitions, DSM will try to perform a number of updates equal to the number of asset group objects to the power of three. When that number is large it may take more than 10 minutes to complete. If it hasnt completed within 10 minutes, however, the transaction will be rolled back. To resolve this, ensure that you have installed DSM version r11.1 C1 and contact CA Technical Support to obtain the TF6F243 patch. This topic also appears in techdoc TEC425456.
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Chapter 8: Troubleshooting Remote Control

The DSM Remote Control feature essentially allows a Windows user to access a remote Windows or Linux computer as if they were sitting in front of the physical machine. All keyboard and mouse input is relayed to the remote computer. In a managed environment Remote Control Viewers and Hosts communicate with DSM Scalability Servers and Managers in order to retrieve address book information, validate\authenticate users and retrieve valid users permissions. The process flow is as follows: 1. Obtain connection information (get Global Address book, local address book and quick connect) When the Viewer connects to the DSM Manager and requests an up to date address book, the RCAddressBookManager compiles the address book according to the validated users permissions. This information is cached locally on the Viewer and is only used when the manager connection fails. 6. 7. 8. 9. Obtain authority list. This is not required for Local security mode and the user does not have to do this explicitly Validate credentials. Connect to target desktop Prompt user (display\connect to Host GUI)
10. Start remote control session and load video capture The video capture threads process an incredible throughput of packets and there is no tracing during normal operating of the video capture after startup.

This section presents both symptoms and solutions for common problems related to Unicenter Remote Control.
Global Address Book not Populating

Symptom: When I open my global address book, it is empty.
Chapter 8: Troubleshooting Remote Control
81
Solution: The global address book allows users to view the computers they have permission to connect to in their viewer. In order for the global address book to populate, the following three things need to be in place: Set Agents to central security. To do this either create a new policy or UnSeal the currently applied custom policy and change the DSM > Remote Control > Host > Managed > Centralized Security policy value to True. Set Group as global address book. To do this, select the group(s) you want a user to be able to see, expand the details for that group and right click on Remote Control Permissions. Select properties and select the Global address book root group check box. Add security to the global address book. To do this, right click again on the selected group and click Remote Control Properties. Add any user that you wish to have access to the machines in this group. For more information on Remote Control permissions consult Techdoc #TEC407409.
User Cannot Connect

Symptom: User is unable to connect to an RC host. Solution: If the host is running an centralized security mode check to see if the connecting user has been added to the RC address book for that machine. A tutorial is available from the DSM explorer to explain how to add users to the RC address book and how to specify permissions.
Erratic Keyboard Behavior over Slow Connection

Symptom: When I use RDC to remote connect to a Windows machine over a slow connection, the keyboard behaves erratically. For example, if I press a key once, multiple keystrokes appear. Solution: To remedy this, open the Windows Control Panel and change the Keyboard settings. Change Repeat delay to Long and Repeat rate to Slow.
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Chapter 9: Troubleshooting Common Components and Integrations

This chapter contains tips for troubleshooting DSM common components, such as the DSM Explorer and CAM, as well as integrations with other CA software.
Considerations for Common Components

Troubleshooting information for CAM and CAFT can be found in the CA Messaging Troubleshooting Guide which can be downloaded from the following link: http://supportconnectw.ca.com/premium/unicenter30/infodocs/TEC418063.pd f Note that you will be required to login to the SupportConnect site to obtain this document. In some cases a problem with your MDB may stem from a problem with the actual underlying database whether it is Ingres, Microsoft SQL Server or Oracle. Therefore, you should you the native verification and diagnostics tools provided with the database software to help pinpoint the problem or even eliminate the database from the list of possible root causes. The following documents are available from the Troubleshooting section of the Implementation Best Practices pages on SupportConnect: Troubleshooting Microsoft SQL Server Connectivity provides tips on debugging SQL connectivity issues. Although this document was originally created with Unicenter Desktop and Server Management in mind, it is applicable to all CA products using SQL - especially the r11.x MDB products. Refining the Microsoft SQL Server Profiler Templates to Improve Diagnostics provides information on how modifying the default trace template for MS SQL Profiler can collect more targeted trace information
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Understanding Managed and Unmanaged Objects
Installing DSM r11.2 with Pre-Existing Common Services

Consult the DSM r11.2 Implementation Guide for detailed information on installing DSM r11.2 with Common Services in an environment which already includes Unicenter NSM common components. In general, you will need to install NSM r11.1 which upgrades the NSM components. Then, during the DSM r11.2 install, select the Custom Install option and deselect the Common Services component

When Desktop and Server Management is integrated with Unicenter Netework and Systems Management (NSM), it is crucial for you to understand the terminology that is used to describe objects in the MDB: Undiscovered Object: computer has never been detected and no information has been written to the MDB Unmanaged Object: computer has been discovered and information has been written to the MDB, however, no DSM Agent is installed Managed Object: computer has been discovered and information has been written to the MDB. In addition, the DSM Agent has been installed on this computer. The process flow is as follows: 1. 2. A computer connects to the network for the first time. It is considered undiscovered. The CCS Continuous Discovery Service detects the new hardware and checks for that computer in its cache. Since the computer is not found, it is classified and a managed object representing that computer is created in the WorldView repository. Although it has been discovered, the computer is still considered unmanaged from a DSM perspective. In response to the arrival of new data in the database a trigger is executed registering the event in a special (dedicated) event table. The DSM discovery application that has subscribed for those events is notified. The DSM r11 discovery application reads the new message and checks the policy to see if a new DSM Agent should be deployed. If so, a new deployment job is built and sent to the computer. If the DSM Agent is successfully deployed it will register to the manager. At this point the computer is now considered managed.
3. 4. 5.
6.
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If, however, there is no policy dictating distribution of the DSM Agent, the computer will remain unmanaged. If policy is subsequently created, it will not automatically deploy the DSM Agent to existing, unmanaged objects. Rather, for those objects to be considered managed you will need to deploy the agents manually using a target query of unmanaged assets. Note: This is true even if the computer reconnects to the network (i.e., after being deleted from the 2D Map). In that case the Continuous Discovery service will detect the hardware along with the last seen on network information in its cache. Updated information, such as the IP address, will be noted, however, since the computer is already known as an unmanaged device no further action (i.e., deployment of DSM Agent) will be taken.
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Chapter 10: Useful Tools and Utilities

There are several tools available for troubleshooting your Unicenter Desktop and Server Management implementation. These include: Dsminfo Cftrace
Dsminfo
The DSMInfo tool was designed to collect key diagnostic information from systems on which Unicenter Desktop and Server Management has been installed. It collects log files, system information, directory structure, as well as registry and environment information into a single zip file and should be run each time you report any issues with Unicenter Desktop and Server Management. Versions for use under Windows and Linux are available. For more information and to download this tool, use the following link: http://supportconnectw.ca.com/public/ca_common_docs/diags
cftrace
Cftrace is a common tracing component which returns detailed log information for the process being traced and saves that information to a log file. You can specify the processes you want to trace and set a trace file size. You can also configure the tracing program using the common configuration component or through the command line interface. Further details on using cftrace, including syntax, examples and a list of log file and process names can be found in the Using Diagnostics Traces document. This document is currently provided on the r11 Implementation Best Practices pages at the following link: http://supportconnectw.ca.com/public/impcd/r11/troubleshooting/doc/Commo ntracing.pdf Note: You should only run a diagnostic trace at the request of Technical Support.
Chapter 10: Useful Tools and Utilities
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Other tools
The r11 commands listed in the following table provide similar functionality to their Unicenter Software Delivery r4 counterparts, but rarely identical functionality. Before executing any of these commands, you should always check the r11 documentation to ensure that you understand their syntax as well as the full scope of their actions. Unicenter Software Delivery r4 SDCONF CHKMIB_L/E SDVER SDCMD SDACMD SDPGM TNGDTS Stagechk SDSWEEP CreateBTImages CreateOSImage RegisterBTImages RegistserOSImage SDJEXEC Sdsetcnf Cazip\cazipxp Unicenter DSM r11 Dsmproperties show Currently no r11 equivalent Dsmver Cadsmcmd Sd_acmd CAF Start all/Stop all (also KILL to stop forcibly) TNGDTS Sd_sscmd stagecheck Dmsweep CreateBTImages CreateOSImage RegisterBTImages RegisterOSImage Sd_jexec Sd_Setcnf Sd_zip and sdmpcfilerest
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Chapter 2: Whats New and Whats Changed..................... 2-1

Chapter 3: Understanding the Architecture ........................ 3-1

Chapter 4: Basic Troubleshooting......................................... 4-1

Common Application Framework and Startup

Chapter 5: Troubleshooting Installation and Migration .......5-1

Chapter 6: Troubleshooting Software Delivery .....................6-1

CA-Product User Guide

Common Application Framework and Startup

Chapter 7: Troubleshooting Asset Management ................ 7-1

Chapter 8: Troubleshooting Remote Control ....................... 8-1

Chapter 9: Troubleshooting Common Components and Integrations ............................................................................. 9-1

Common Application Framework and Startup

Chapter 10: Useful Tools and Utilities...................................10-1

CA-Product User Guide

Chapter 2: Whats New and Whats Changed

Chapter 2: Whats New and Whats Changed

Common Application Framework and Startup

Unicenter Remote Control Component Comparison Table

CA-Product User Guide

Common Application Framework and Startup

Common Application Framework for Communications

Chapter 2: Whats New and Whats Changed

Common Application Framework and Startup

Improved GUI performance

Improved Software Detection

CA-Product User Guide

Common Application Framework and Startup

Machine Utilization Data

Linux Remote Control

Enhanced PIF Installer

Chapter 2: Whats New and Whats Changed

Common Application Framework and Startup

Unicenter Software Delivery Database Design

CA-Product User Guide

Common Application Framework and Startup

Chapter 2: Whats New and Whats Changed

Common Application Framework and Startup

Obsolete Features Removed

CA-Product User Guide

Common Application Framework and Startup

Chapter 2: Whats New and Whats Changed

Chapter 3: Understanding the Architecture

Chapter 3: Understanding the Architecture

Common Application Framework and Startup

CA-Product User Guide

Common Application Framework and Startup

Unicenter DSM Explorer

The Management Database (MDB)

Chapter 3: Understanding the Architecture

Common Application Framework and Startup

Common Application Framework and Startup

CA-Product User Guide

Chapter 4: Basic Troubleshooting

Identify the Environment

Chapter 4: Basic Troubleshooting

Separate the Problem from the Symptoms

Separate the Problem from the Symptoms

Unicenter IT Resource Management Diagnostics Guide

Separate the Problem from the Symptoms

Chapter 4: Basic Troubleshooting