Installation and configuration troubleshooting

This section provides tables that show solutions for installation, configuration, and uninstallation problems.

Table 3. Problems and solutions for installation and configuration
Problem Solution
(UNIX only) During a command-line installation, you choose to install a component that is already installed, and you see the following warning: 
WARNING - you are about to install
the SAME version of "component_name"
where component_name is the name of the component that you are attempting to install.
Note:
This problem affects UNIX command-line installations. If you monitor only Windows environments, you see this problem if you choose to install a product component (for example, a monitoring server) on UNIX.
 You must exit and restart the installation process. You cannot return to the list where you selected components to install. When you run the installer again, do not attempt to install any component that is already installed.
On (Windows® systems only), when running the Solution Installer (typically setupwin32.exe) for a Blue Medora monitoring agent for IBM Tivoli Monitoring, the following error message is displayed: "The environmental variable CANDLE_HOME is not set in this system. Please set it and run the installer again". All Blue Medora monitoring agents for IBM Tivoli Monitoring require a pre-existing IBM TEMA exist before installation. Typically, an IBM Tivoli Monitoring Windows, Unix, or Linux OS Agent fulfills this requirement. Once an IBM agent with a TEMA has been installed, restart the Installer and enter the path of the pre-existing IBM Tivoli Monitoring installation (typically C:\IBM\ITM) when prompted to "Enter your Tivoli Monitoring installation directory".
You want to remove an agent, but you do not have a Tivoli Enterprise Portal. To remove a Blue Medora monitoring agent for IBM from the target system, run the following commands:

Windows (where xx is the product code for the agent):

cd ITM_INSTALL/TMAITM6

kxx_uninstall.vbs ITM_INSTALL

UNIX (use the uninstall.sh found in $CANDLEHOME/bin:

uninstall.sh [-f] [-i] [-h candle_directory]

[product platformCode]

To remove an agent that the Agent Builder generated from the Tivoli Enterprise Portal, use the following procedure:

  1. Ensure your Tivoli Enterprise Monitoring Server and Tivoli Enterprise Portal Server are up and running.
  2. Log in to your Tivoli Enterprise Portal client.
  3. From the Tivoli Enterprise Portal client Physical Navigator views, right-click Enterprise and select Workspace ->Managed System Status. The Managed System Status workspace is displayed.
  4. Select all of the IBM Tivoli Managed Systems for your agent
  5. Right-click and select Clear off-line entry, which clears all of the entries from that table.
The -console flag does not work You receive a message: The installer is unable to run in graphical mode. Try running the installer with the -console or -silent flag You try to run the installer with the -console flag, but it does not work. The silent install does not support the -console option.
A problem can arise when you install and configure a new monitoring agent to a computer where other agents are running as described in this example:
  • Agents are running on computer and communicating with a Tivoli Enterprise Monitoring Server, called TEMS1.
  • You install a new agent on the same computer and you want this agent to communicate with a different monitoring server, called TEMS2.
  • When you configure the new agent to communicate with TEMS2, all the existing agents are re-configured to communicate with TEMS2.
 You must reconfigure the previously existing agents to restore their communication connection with TEMS1. For example, you can right-click the row for a specific agent in the Manage Tivoli Enterprise Monitoring Services, and select Reconfigure. See the IBM Tivoli Monitoring Installation and Setup Guide for more information on reconfiguration.
Diagnosing problems with product browse settings (Windows systems only). When you have problems with browse settings, perform the following steps:
  1. Click Start > Programs > IBM Tivoli Monitoring > Manage Tivoli Enterprise Monitoring Services. The Manage Tivoli Enterprise Monitoring Services window is displayed.
  2. Right-click the Windows agent and select Browse Settings. A text window is displayed.
  3. Click Save As and save the information in the text file.
A message similar to "Unable to find running CMS on CT_CMSLIST" in the log file is displayed. If a message similar to "Unable to find running CMS on CT_CMSLIST" is displayed in the Log file, the agent is not able to connect to the monitoring server. Confirm the following points:
  • Do multiple network interface cards (NICs) exist on the system?
  • If multiple NICs exist on the system, find out which one is configured for the monitoring server. Ensure that you specify the correct host name and port settings for communication in the IBM Tivoli Monitoring environment.
The system is experiencing high CPU usage. Agent process: View the memory usage of the KP7CMA process. If CPU usage seems to be excessive, recycle the monitoring agent.

Network Cards: The network card configurations can decrease the performance of a system. Each of the stream of packets that a network card receives (assuming it is a broadcast or destined for the under-performing system) must generate a CPU interrupt and transfer the data through the I/O bus. If the network card in question is a bus-mastering card, work can be off-loaded and a data transfer between memory and the network card can continue without using CPU processing power. Bus-mastering cards are generally 32-bit and are based on PCI or EISA bus architectures.
When new V6.1 or V6.2 agent support files are added to IBM Tivoli Monitoring V6.2.1 on Windows 2008, the portal server configuration portion of the installation hangs See "When new agent support files are added to V6.2.1, the portal server configuration portion of the installation hangs" in the "Installation and configuration troubleshooting" chapter of the IBM Tivoli Monitoring Troubleshooting Guide.
Table 4. General problems and solutions for uninstallation
Problem Solution
On Windows, uninstallation of IBM Tivoli Monitoring fails to uninstall the entire environment. Be sure that you follow the general uninstallation process described in the IBM Tivoli Monitoring Installation and Setup Guide:
  1. Remove Tivoli Enterprise Monitoring Server Application support by completing the following steps:
    1. Use Manage Tivoli Enterprise Monitoring Services.
    2. Select Tivoli Enterprise Monitoring Server.
    3. Right-click and select Advanced.
    4. Select Remove TEMS application support.
    5. Select the agent to remove its application support.
  2. Uninstall monitoring agents first, as in the following examples:
    • Uninstall a single monitoring agent for a specific database.

      -OR-

    • Uninstall all instances of a monitoring product, such as IBM Tivoli Monitoring for Databases.
  3. Uninstall IBM Tivoli Monitoring.
The way to remove inactive managed systems (systems whose status is OFFLINE) from the Navigator tree in the portal is not obvious. Use the following steps to remove, but not uninstall, an offline managed system from the Navigator tree:
  1. Click the Enterprise icon in the Navigator tree.
  2. Right-click, then click Workspace > Managed System Status.
  3. Right-click the offline managed system, and select Clear offline entry.

If you also want to uninstall the monitoring agent, use the procedure described in the IBM Tivoli Monitoring Installation and Setup Guide.
IBM Tivoli Monitoring might not be able to generate a unique name for monitoring components because of the truncation of names that the product automatically generates. If the agent supports multi-instances, IBM Tivoli Monitoring automatically creates a name for each monitoring component by concatenating the subsystem name, host name, and product code separated by colons (subsystem_name:hostname:KP7).
Note:
When you monitor a multinode system, such as a database, IBM Tivoli Monitoring adds a subsystem name to the concatenated name, typically a database instance name.
The length of the name that IBM Tivoli Monitoring generates is limited to 32 characters. Truncation can result in multiple components having the same 32-character name. If this problem happens, shorten the hostname portion of the name as follows:
  1. Open the configuration file for the monitoring agent, which is located in the following path:
    • On Windows: install_dir\tmaitm6\Kproduct_codeCMA.INI. For example, the product code for the Monitoring Agent for Windows OS is NT. The file name is KNTCMA.INI.
    • On UNIX and Linux: itm_home/config/product_code.ini and product_code.config. For example, the file names for the Monitoring Agent for UNIX OS is ux.ini and ux.config.
  2. Find the line the begins with CTIRA_HOSTNAME=.
  3. Type a new name for host name that is a unique, shorter name for the host computer. The final concatenated name including the subsystem name, new host name, and KP7, cannot be longer than 32 characters.
    Note:
    You must ensure that the resulting name is unique with respect to any existing monitoring component that was previously registered with the Tivoli Enterprise Monitoring Server.
  4. Save the file.
  5. Restart the agent.