Business Service Manager Version 6.2.0 Troubleshooting Guide IBM SC27-8786-03 Note Before using this information and the product it supports, read the information in Appendix A, “Notices,” on page 123. Edition notice This edition applies to IBM® Tivoli Business Service Manager Version 6 Release 2.0 and to all subsequent releases and modifications until otherwise indicated in new editions. © Copyright International Business Machines Corporation 2008, 2020. US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. Contents Chapter 1. About this publication...........................................................................1 Audience.......................................................................................................................................................1 Publications..................................................................................................................................................1 TBSM library........................................................................................................................................... 1 Prerequisite publications....................................................................................................................... 1 Related publications...............................................................................................................................2 Accessing terminology online................................................................................................................ 2 Accessing publications online................................................................................................................2 Ordering publications ............................................................................................................................ 3 Accessibility................................................................................................................................................. 3 Tivoli technical training................................................................................................................................3 Support information.....................................................................................................................................3 Conventions used in this publication ..........................................................................................................3 Typeface conventions ............................................................................................................................3 Chapter 2. Getting started with diagnosis...............................................................5 Operating system variables and paths........................................................................................................5 Audit Logging................................................................................................................................................6 Audit logging overview........................................................................................................................... 6 Configuring a server for audit logging.................................................................................................... 7 Viewing audit log records....................................................................................................................... 7 Audit Log pages...................................................................................................................................... 9 Trace logging..............................................................................................................................................12 UNIX environment variables..................................................................................................................... 13 eWAS Tracing Concepts.............................................................................................................................13 Logging levels....................................................................................................................................... 13 Loggers................................................................................................................................................. 13 Trace specifications............................................................................................................................. 14 Setting trace levels...............................................................................................................................14 Working with the configuration documenter............................................................................................ 16 Configuration documenter overview................................................................................................... 16 Accessing the Configuration Documenter........................................................................................... 16 Viewing the cluster status....................................................................................................................16 Viewing the server status.....................................................................................................................17 Viewing data sources........................................................................................................................... 17 Viewing data types............................................................................................................................... 18 Viewing policies....................................................................................................................................18 Viewing services...................................................................................................................................18 Chapter 3. Installation.........................................................................................19 Default TBSM groups not created during the installation process...........................................................19 Installing TBSM on AIX over SSH.............................................................................................................. 19 "Backup failed" while installing TBSM...................................................................................................... 20 Database configuration installer fails........................................................................................................20 Failed to add roles and groups to the tbsmadmin user and waapi views during the TBSM Dash Server installation.................................................................................................................................21 TBSM Dashboard server reinstall issue.................................................................................................... 21 Installing TBSM DASH Server in Console mode........................................................................................22 Checklist for configuring an external LDAP user repository for the TBSM Data Server...........................22 Checklist for configuring an external LDAP user repository for the TBSM DASH Server.........................24 iii Chapter 4. LDAP configuration issue CWWIM4548E..............................................27 Chapter 5. Login issues........................................................................................ 29 User is unable to login............................................................................................................................... 29 User is unable to log in as tbsmadmin...................................................................................................... 29 Chapter 6. Browser Issues................................................................................... 31 Java plug-in issues.................................................................................................................................... 31 Internet Explorer issues............................................................................................................................ 31 Hover preview Health tab is blank.......................................................................................................31 JavaScript pop-up dialog boxes that display when running Internet Explorer..................................32 System Status page does not display correctly in Internet Explorer................................................. 32 User cannot create new users, groups, or pages on Windows Server 2008...................................... 33 Policy Editor comes up blank on Internet Explorer 8..........................................................................33 Firefox issues............................................................................................................................................. 34 TBSM dialog windows blank................................................................................................................ 34 TBSM hangs when closing....................................................................................................................34 Firefox memory growth issue.............................................................................................................. 35 View Service error...............................................................................................................................