FAQ

Table 5 lists the solutions to different problems that you might encounter.

	NOTE: Except for the preceding situations, check the plug-in settings of the browser to ensure the normal operation of IMC.

Troubleshoot the problem as follows:

• Restart the IE browser and access the same page.

• Install the latest patches for the IE browser.

• Add the IMC site to the trusted sites in the IE browser.

• Access the same page from another PC.

If none of the above solves your problem, contact technical support.

To install and run IMC normally, use an administrator account to log in to the operating system as a best practice.

1. Open IE, and select Tools > Internet Options to open the Internet Properties window.

2. Click the Advanced tab, and then click Reset, as shown in Figure 30.

   Figure 30: Advanced tab

   

Use the setwebport tool to change the IMC Web service port numbers.

To change the IMC service port number:

1. On Windows, run \client\bin\setwebport.bat in the IMC installation path.

   On Linux, run /client/bin/setwebport.sh in the IMC installation path.

   This example uses Windows.

2. Change the HTTP port number from 8080 to 80 and the HTTPS port number from 8443 to 443, as shown in Figure 31.

   Figure 31: Execution result of the setwebport.bat tool

   

3. Restart the jserver process.

4. If IMC is deployed in distributed mode, repeat the preceding steps on every server installed with IMC.

5. If the UAM module is installed, change the IMC service port number to the new HTTP port number. Otherwise, the guest manager cannot formally register the pre-registered guests.

   To change the IMC service port number, do the following:

   1. Click the User tab on the top navigation bar, and then select User Access Policy Manager > Service Parameters.

      The Service Parameters page opens.

   2. Click the System Config link.

      The System Config page opens.

   3. Click the Configure icon for System Parameters and enter 80 as the IMC service port number, as shown in Figure 32.

   4. Click OK.

   Figure 32: Changing the IMC service port number

   

Telnet commands are executed locally and can be affected by the local OS security settings. You need to restore the default settings of IE or Firefox. For more information about the procedure to restore the default settings, see the IMC platform help.

Log in to the IMC system as super administrator admin and perform the following operations:

1. Click the System tab.

2. In the Operator Management navigation tree, select Modify Password.

3. Enter the old password, new password, and confirm the new password.

4. Click OK.

This complies with the right management design of IMC and does not affect your normal operation.

Operator rights include:

• Function rights (such as operating the navigation menu).

• Resource rights (such as operating devices and users).

• Data rights (such as operating custom view, performance view, and reports).

Function rights have the highest precedence. IMC filters operators with the same function rights by their resource rights and data rights.

By default, the verify code function is disabled for the IMC login. To enable the function, perform the following tasks:

1. Use a text editor to open the IMC configuration file commonCfg.properties.

   • On Windows, the file is located in the \client\conf directory of the IMC installation path.

   • On Linux, the file is located in the /client/conf directory of the IMC installation path.

   This example uses Windows.

2. Change the value of the enableValidationCode field to true and save the file.

   Figure 33: Modifying the commonCfg.properties configuration file

   

3. Restart IMC and open the IMC Login page.

   As shown in Figure 34, the Verify Code function has been enabled.

   Figure 34: Enabling the verify code function

   

By default, IMC can be accessed through HTTP and HTTPS.

To configure IMC to be accessed through HTTPS only, perform the following tasks:

1. Use a text editor to open the IMC configuration file server.xml.

   • On Windows, the file is located in the \client\conf directory of the IMC installation path.

   • On Linux, the file is located in the /client/conf directory of the IMC installation path.

   This example uses Windows.

2. Delete or comment out the text in the red box shown in Figure 35.

3. Restart IMC.

By default, IMC can be accessed through HTTP and HTTPS.

To automatically redirect HTTP access to HTTPS access, perform the following tasks:

1. Use a text editor to open the IMC configuration file web.xml.

   • On Windows, the file is located in the \client\web\apps\imc\WEB-INF\assembly directory of the IMC installation path.

   • On Linux, the file is located in the /client/web/apps/imc/WEB-INF/assembly directory of the IMC installation path.

   This example uses Windows.

2. Add the following configuration between line </error-page> and line </web-app>, as shown in Figure 36.

   <login-config>
   <!-- Authorization setting for SSL -->
   <auth-method>CLIENT-CERT</auth-method>
   <realm-name>Client Cert Users-only Area</realm-name>
   </login-config>
   <security-constraint>
   <!-- Authorization setting for SSL -->
   <web-resource-collection >
   <web-resource-name >SSL</web-resource-name>
   <url-pattern>/*</url-pattern>
   </web-resource-collection>
   <user-data-constraint>
   <transport-guarantee>CONFIDENTIAL</transport-guarantee>
   </user-data-constraint>
   </security-constraint>
   

3. Restart IMC.

By default, IMC is provided with a certificate created by the IMC development team, as shown in Figure 37.

To install another certificate for IMC running in Windows:

1. Stop IMC.

2. In the cmd window, navigate to the client\security directory of the IMC installation path.

3. Rename the file newks as news.bak.

   rename newks newks.bak
   

4. Create a new certificate:

   <installation directory>\deploy\jdk\bin\keytool.exe -genkey -v -alias IMC -validity 3650 -keyalg RSA -dname "CN=192.168.1.100, OU=R&D, O=Company, L=Beijing, S=China, C=CN" -keypass IMCV500R001 -storepass IMCV500R001 -keystore newks
   

   Description of -dname parameters:

   • CN—Domain name or IP address of the IMC server host.

   • OU—Organizational Unit.

   • O—Company or organization name.

   • L—City name.

   • S—Country/region name.

   • C—Two-digit country/region code.

   If the value of CN is not the domain name or IP address of the IMC server host, the system will display a certificate address error message when the administrator logs in to IMC from the browser.

5. View the created certificate.

   <installation directory>\deploy\jdk\bin\keytool.exe -list -v -alias IMC -keystore <installation directory>\client\security\ newks -storepass IMCV500R001
   

6. Modify the IMC configuration file.

   The –keypass and –storepass parameters in the command for creating a certificate are used to specify the password for the certificate and the certificate store. If you use another password instead of iMCV500R001 for the certificate store, you need to modify the configuration file as follows:

   1. Use a text editor to open the file \client\conf\server.xml in the IMC installation directory, as shown in Figure 38.

   2. Replace iMCV500R001 in the file with the new password for the certificate store.

      Figure 38: server.xml file on Windows

      

7. Restart IMC.

   To log in to IMC from a Web browser, the administrator must enable trust for the newly created certificate. For more information about this procedure, see the next FAQ topic.

To install a certificate for IMC running in Linux, replace the backward slash (\) in the above configuration with the forward slash (/), and replace keytool.exe with keytool.

Figure 39 shows the server.xml file on Linux.

This happens because the certificate used by IMC is not trusted. An administrator must enable trust for the certificate.

Take IE 10.0, for example. To enable trust for a certificate:

1. Use HTTPS to log in to IMC.

   An error message is displayed, as shown in Figure 40.

   Figure 40: Error message upon HTTPS login

   

2. Click the Tools icon to the right of the address bar, and then select Internet options from the menu, as shown in Figure 41.

   Figure 41: IE Tools menu

   

3. In the Internet Options dialog box, click the Security tab, click Trusted Sites, and then click Sites, as shown in Figure 42.

   Figure 42: IE Security tab

   

4. In the Add this website to the zone field, enter the IMC server IP address, click Add to add the website to the trusted sites, and then click Close, as shown in Figure 43.

   Figure 43: Trusted sites

   

5. In the Internet Options window, click OK.

6. Refresh the error message page, and then click Continue to this website (not recommended), as shown in Figure 44.

   Figure 44: HTTPS login

   

7. Click Certificate error. In the Certificate Invalid dialog box that opens, click the View certificates link, as shown in Figure 45.

   Figure 45: Certificate invalid

   

8. In the Certificate window, click Install Certificate, as shown in Figure 46.

   Figure 46: Certificate

   

9. In the Certificate Import Wizard window, select Current User and click Next, as shown in Figure 47.

   Figure 47: Certificate Import Wizard

   

10. Select Place all certificates in the following store and click Browse. In the Select Certificate Store window, select Trusted Root Certificate Authorities, and then click OK. Click Next in the Certificate Import Wizard window, as shown in Figure 48.

    Figure 48: Certificate Import Wizard

    

11. Click Finish, as shown in Figure 49.

    Figure 49: Completing the Certificate Import Wizard

    

1. In the warning message, click Yes, as shown in Figure 50.

   Figure 50: Security Warning

   

2. When the import success notification is displayed, click OK, as shown in Figure 51.

   Figure 51: Import success notification

   

1. Deselect the Warn about certificate address mismatch* Internet option:

   If the administrator has already installed a certificate for IMC, and the CN value of the certificate is set to the domain name or IP address of the IMC server host, skip this step.

   1. At the right of the address bar, click the Tools menu, and then click Internet Options.

      The Internet Options dialog box opens.

   2. Click the Advanced tab.

   3. Clear the Warn about certificate address mismatch* box and click OK, as shown in Figure 52.

   Figure 52: Internet Options

   

This problem is caused by the following:

• Some versions of the Windows operating system do not provide any Telnet client by default.

• Some versions of IE are not allowed to employ any Telnet client by default.

For more information, see the FAQ of the IMC Help.

The Web-based NMS function is subject to the device configuration. This function is available only when Web-based network management is supported and enabled on your selected device.

This happens when there are too many temporary files in the Temp folder of the system. Clear unnecessary files from the folder to free space. The default path of the Temp folder varies with the operating system.

• On Windows XP, the folder is located in the C:\Documents and Settings\ADM\Local Settings\Temp directory.

• On Windows 7 and 8, the folder is located in the C:\Users\ADM\AppData\Local\Temp directory.

Replace ADM with the current user name of the operating system.

The network topology is incorrect because IMC is unaware of the device change. To resolve the problem, use either of the following methods:

• Remove the old device from IMC and manually synchronize the new device to IMC.

• Configure the IP address of the new device with that of the old device, and manually synchronize the new device to IMC.

This problem is caused by a JRE bug; it is displayed randomly. To resolve the problem, close the browser and then log in to IMC again.

For more information about this JRE bug, go to:

http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=6967414

Troubleshoot the problem as follows:

1. Check the Java version installed on the client (through the Java control panel), as shown in Figure 53. If the Java version is lower than Java 6 Update 16, download and install the latest Java version from http://www.oracle.com/technetwork/java/javase/downloads/index.html or from IMC's System Management > Component Deploy menu to download and install JRE.

   Figure 53: Check the Java version

   

   Java 6 Update 22 has bugs. When you use the topology function, the node label might not be displayed. As a best practice, use another JRE version.

2. Open the control panel, and then double-click Java. On the Java Control Panel, select the Advanced tab and deselect Enable the next-generation Java Plug-in (requires browser restart), as shown in Figure 54.

   Figure 54: Disable next-generation Java plug-in

   

3. On the Java Control Panel shown in Figure 55, select the General tab and then click Settings.

   Figure 55: General tab of the Java Control Panel

   

4. Click Delete Files from the pop-up window to delete all temporary Java files.

5. Restart the IE browser.

To resolve this problem, perform the following tasks:

1. Click Start, and then click Control Panel.

2. Double-click the Java icon to open the Java Control Panel.

3. Click the Security tab.

4. Set the security level to Medium.

5. Click OK.

6. Open the Applet topology.

Ensure that the commands have no GUIs included, are executed in the background, and can automatically exit after execution.

The SQL server database is case insensitive. Suppose a view named router already exists. When you try to add a view named ROUTER, the system considers it to be the same as router and displays that the view already exists. To create a new view, you must choose a unique name.

To resolve the problem, perform the following steps to change the maximum buffer size for the SQL server:

1. Execute the setsqlservermaxmem.bat -server server -saPwd password –maxMem maxmem command in the \client\bin\ directory of the IMC installation path.

   Parameter description:

   • -server server: Name or IP address of the SQL Server database server. This parameter is optional. The default setting is localhost.

   • -saPwd password: Password of the sa user. This parameter is required.

   • -maxMem maxmem: Maximum buffer size, in MB. This parameter is optional.

2. Restart the SQL Server database to validate the configuration.

For example, suppose that IMC is deployed in centralized mode and uses a remote SQL Server database at 192.168.100.199. The password of sa user is iMC123. To set the buffer size of the database to 1024 MB, execute the following command in the \client\bin directory of the IMC installation path:

setsqlservermaxmem.bat -server 192.168.100.199 -saPwd iMC123 -maxMem 1024

	NOTE: The actual buffer size in use might be greater than what you configured because the database itself uses some buffer. The preceding configurations become effective after you reboot the database.

The primary reason for this to occur is insufficient hardware resources. Other reasons might include:

• The IMC processes automatically restart.

• The system is slow in response and always prompts insufficient resources.

• The periodic reports cannot be generated.

To resolve the problem, upgrade the memory and relevant hardware resources of the server installed with IMC.

As a best practice, do not manually modify the system time while IMC is running. If you modify the system time, data confusion or process errors might occur.

When IMC process errors are caused by system time modification, restart IMC-related processes (including the Intelligent Deployment Monitoring Agent and the IMC services).

The length limit of file names varies with operating systems or browsers. Shorten the file name and import the file again.

This is an inherent defect of the browser and does not affect your normal operation. To avoid such problems, add spaces to the text where necessary and the browser will automatically adjust the layout of the interface.

To speed up queries, the number of total pages obtained in the last query is automatically cached. The cached number is used to navigate you to the last page. When the last page is displayed, the number of total pages is recalculated and displayed at the bottom of the page.

When more entries are added between two queries, the total pages might be displayed inconsistently. To browse the new pages, use the navigation links at the bottom of the page.

You can resolve the problem by changing the Java heap size of the system. Do the following:

• In a Windows operating system, execute the setmem.bat Maxsize command in the \client\bin directory of the IMC installation path.

• In a Linux operating system, execute the setmem.sh Maxsize command in the /client/bin directory of the IMC installation path.

Replace the Maxsize string in the command with the desired Java heap size. For recommended Java heap sizes, see Table 6 and Table 7.

The number of collection units equals the total number of performance instances collected at 5-minute intervals. If the collection interval is greater than 5 minutes, the number of collection units decreases. If the collection interval is smaller than 5 minutes, the number of collection units increases.

For example, if performance instances listed in Table 8 are collected every 5 minutes, the total collection units are the same as the number of performance instances, which is 24. If the collection unit is twice the 5-minute interval (10 minutes), the number of collection units is half the total number of performance instances, which is 12.

	NOTE: Make sure you have stopped IMC before you change the Java heap size. For a 32 bit-operating system, the Java heap size cannot exceed 1 GB. If a larger Java heap size is required, use a 64-bit operating system.

Use the log collection tool provided by IMC.

• On Windows, the tool is located in the \deploy\logfiles.bat directory of the IMC installation path.

• On Linux, the tool is located in the /deploy/logfiles.sh directory of the IMC installation path.

This example uses Linux.

Enter the /deploy directory in the IMC installation path, and then perform one of the following tasks:

• To collect logs within the last seven days, simply execute the logfiles.sh command.

• To collect logs for more than seven days, you must enter the relevant parameter. For example, to collect logs within the last 30 days, execute the logfiles.sh 30 command.

The logs are saved as a .zip file named log_YYYYMMDDhhmmss.zip in the /tmp directory (or \tmp on Windows) of the IMC installation path. The YYYYMMDDhhmmss string indicates the time (including the year, month, day, hour, minute, and second) when the file was created.

Perform the following tasks:

1. Use a text editor to open the IMC configuration file server.xml.

   • On Windows, the file is located in the \client\conf directory of the IMC installation path.

   • On Linux, the file is located in the /client/conf directory of the IMC installation path.

   This example uses Windows.

2. Add address="IP address" to the file, as shown in Figure 57.

3. Save the file and restart IMC.

   Now IMC can be accessed only from the IP address specified in the server.xml file.

   Figure 57: Modifying the server.xml file

   

This occurs because the primary server was restarted before the secondary server was restarted. The jserver process on the primary server cannot be connected to the database on the secondary server. Therefore, the database cannot be uploaded to the component on the secondary server.

To resolve the problem, manually restart the jserver process on the primary server after the secondary server restarts.

Add devices through auto discovery by selecting the device type PC. To make the system recognize virtual devices, configure SOAP parameters in the following cases:

1. For virtual machines (VMs), no SOAP parameter configuration is required.

2. In the vCenter+ESX/ESXi environment, configure SOAP parameters for only the vCenter.

3. In the independent ESX/ESXi environment, configure SOAP parameters for each ESX/ESXi.

On the device details page, select Modify SOAP Settings from the configuration menu to configure SOAP parameters. After the configuration is synchronized, the virtual devices can be recognized.

When you install the SQL Server 2005 database or later versions and use the non-default instance, you must enable the SQL Browser service. Otherwise, Java might fail to connect to the database.

To configure the font environment:

1. Obtain the correct Arial font file and save it to the /common/jre/lib/fonts/ directory on the IMC installation path.

2. Execute the sudo mkfontscale command to generate a fonts.scale file.

3. Move the existing fonts.dir file to another directory as a backup and change the name of the fonts.scale file to fonts.dir.

4. Restart IMC.

When the SOM module is removed, the remaining SOM processes are invalid. Delete the SOM processes.

Such problems are usually caused by an insufficient maximum number of Oracle processes or the Oracle connection limit. By default, the Oracle database allows a maximum of 150 connections. When IMC modules are deployed in centralized mode, you must properly set the maximum number of Oracle database processes and the Oracle connection limit.

Table 9 lists the Oracle connection limit required by IMC modules.

To view and modify the maximum number of Oracle processes and the Oracle connection limit:

1. Switch to the oracle user.

   su – oracle
   

2. Log in to the Oracle database as sysdba.

3. Replace <password> with the password of the sys user.

   sqlplus sys/<password> as sysdba
   

4. View the number of Oracle processes and the Oracle connection limit.

   • View the number of Oracle processes.

     show parameter processes
     

   • View the Oracle connection limit.

     show parameter sessions
     

5. Change the maximum number of Oracle processes and the Oracle connection limit according to the installed IMC modules.

   • Change the maximum number of Oracle processes. Replace <600> with another value as needed.

     alter system set processes=<600> scope=spfile
     

   • Change the Oracle connection limit. Replace <600> with another value as needed.

     alter system set sessions=<600> scope=spfile
     

6. Restart the Oracle database to make the changes take effect.

To view and modify the MySQL connection limit on Windows:

1. Open the my.ini file (the default data path for the my.ini file is C:\Program Files\MySQL\MySQL Server 5.6).

2. Change the MySQL connection limit. Replace max_connections value as needed, as shown in Figure 59.

To view and modify the MySQL connection limit on Linux:

1. Open the my.cnf file .

   vi /etc/my.cnf
   

2. Enter i to enter edit mode.

3. Change the MySQL connection limit. Replace max_connections value as needed, as shown in Figure 60.

This is because Windows Server 2012 has integrated a Flash plug-in into IE 10.0, but it is not enabled by default. When you install the new version of the Flash plug-in, the integrated Flash plug-in will be detected. As a result, the installation fails.

You can resolve this problem by enabling the Flash plug-in that is integrated into Windows Server 2012.

This example uses Windows Server 2012 build 6.2.9200.16384 and IE 10.0 build 10.0.9200.16599. To enable the Flash plug-in:

1. Start Add Roles and Features Wizard, and then click Next, as shown in Figure 61.

   Figure 61: Before you begin page

   

2. Select Role-based or feature-based installation and click Next, as shown in Figure 62.

   Figure 62: Selecting installation type

   

3. Select the Select a server from the server pool option, select the current server from the server pool, and then click Next, as shown in Figure 63.

   Figure 63: Selecting destination server

   

4. Clear all options in the Roles area, and then click Next, as shown in Figure 64.

   Figure 64: Selecting server roles

   

5. Select User Interface and Infrastructure and Desktop Experience, and then click Next, as shown in Figure 65.

   Figure 65: Selecting features

   

6. In the dialog box that opens, click Add Features, as shown in Figure 66.

   The dialog box closes.

   Figure 66: Adding services or features

   

7. Click Next.

   Select Restart the destination server automatically if required as needed, and then click Install, as shown in Figure 67.

   The page displays the installation process.

   Figure 67: Confirmation page

   

8. When the installation is complete, click Close, as shown in Figure 68.

   The Desktop Experience feature takes effect after the server restarts automatically or when you manually restart the server.

   Figure 68: Viewing the installation progress

   

9. After the server restarts, use IE 10.0 to access the IMC pages that require the Flash plug-in and view the IE 10.0 add-ons.

   The integrated Flash plug-in is already loaded and enabled, as shown in Figure 69.

   Figure 69: IE 10.0 add-ons

   

1. On Windows, run \client\bin\resetpwd.bat in the IMC installation path.

   On Linux, run /client/bin/resetpwd.sh in the IMC installation path.

   This action resets the password of the admin account to admin.

2. Log in to IMC with the admin account and the password admin.

3. Set a new password for the admin account.

To do that, follow these steps:

1. Open the IMC installation path\client\conf\server.xml file.

2. Locate "<Connector…" configuration below "<!-- HTTPS Connector -->", and behind the attribute "sslProtocol="TLS"", add a new attribute "sslEnabledProtocols="TLSv1,TLSv1.1,TLSv1.2"".

3. Save the file.

4. Restart the jserver process.