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BSM (OMi) 9.2x Upgrade Troubleshooting Session Troubleshooting

This session provides troubleshooting tips for upgrading to BSM 9.2x, including upgrade types, the upgrade process, supported versions, and more.

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BSM (OMi) 9.2x Upgrade Troubleshooting Session Troubleshooting

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  1. BSM (OMi) 9.2x Upgrade Troubleshooting Session Troubleshooting Remzi Cirit AMX BSM Team

  2. Agenda What is new ? Upgrade types • The upgrade process • Supported versions • Different parts of the wizard • Upgrade wizard logs • CMDB • Configuration upgrade • Data upgrade • Staging data replicator • Data Transfer Tool • Upgrade framework JMX • Log Tool • Pre upgrade tool

  3. What needs to be Upgraded; Big Picture

  4. UPGRADE TYPES

  5. Concept • The upgrade wizard contains all the information required for upgrade • Dynamic to the choices made • Staging/direct – will show different screens • re-runable • Built from many components, each built from many sub-components

  6. The upgrade is done directly on the production environment The stages are: Perform some manual steps Uninstall the current BSM Install the new BSM version Run the upgrade wizard Require downtime of the production No way to compare new version to old version Direct Upgrade

  7. The idea: Another BSM environment ( staging) is created as a duplicate of the production The upgrade process runs only on the staging environment Once the upgraded staging environment is up, it receives the same data as the production environment Stages: Duplicate database Install target version on separate machine Upgrade the target environment using the upgrade wizard Connect SDR Move delta data ( for the time between the backup and connection of the SDR) No downtime is required 2 systems are up and can be compared Staging Upgrade

  8. The upgrade is done directly on the production environment The stages are: Perform some manual steps Uninstall the current BSM Install the new BSM version Run the upgrade wizard Require downtime of the production No way to compare new version to old version Direct Upgrade

  9. Staging – demo Source servers Target servers SDR Duplicate DB

  10. Staging Upgrade • Stages: • Duplicate database • Install target version on separate machine • Upgrade the target environment using the upgrade wizard • Connect SDR • Move delta data ( for the time between the backup and connection of the SDR) • No downtime is required • 2 systems are up and can be compared

  11. Source is 8.0.X Direct path • The source must be 8.0.LSP ( Last Service Pack) • In case of staging SDR will be connected between the production 8.0.LSP and the staging 9.2 • To run this wizard - upgrade_wizard_run_from80.bat/sh Direct* Direct Direct Staging* 8.07 9.1x 9.2 > 9.22 Patch Staging path 8.07 9.1x 9.2 > 9.22 Patch

  12. Source is 9.01 Direct path • In case of staging SDR will be connected between the production 9.01 and the staging 9.2 • To run this wizard - upgrade_wizard_run_from90.bat/sh Direct* Direct Direct Direct DRP 9.01 9.1x 9.2 > 9.22 Patch Staging path 9.01 9.1x 9.2 > 9.22 Patch 9.01

  13. Source is 9.1x The source must be 9.1.LSP ( Last Service Pack) Both direct and staging are supported In case of staging SDR will be connected between the production 9.1.LSP and the staging 9.2 Direct path • In case of staging SDR will be connected between the production 9.1x and the staging 9.2 • To run this wizard - upgrade_wizard_run_from91.bat/sh Direct Direct DRP 9.2 > 9.22 9.1x Staging path 9.1x 9.2 > 9.22 9.2

  14. STAGING PRE UPGRADE TOOL

  15. DIRECT UPGRADE PRE UPGRADE TOOL

  16. UPGRADE STEPS

  17. Troubleshooting

  18. DEMO UNINSTAL TROUBLESHOOTING

  19. Troubleshooting Resources • Installation log files.. • l Upgrade log tool. To view a summary of errors that occurred during the configuration upgrade • portion of the upgrade wizard, run the upgrade log tool located at <HP Business Service • Management server root directory>\tools\logTool\logTool.bat. This generates a report in • the same directory with the name logTool.txt. • l HP Software Self-solve knowledge base. For additional troubleshooting information, see the • HP Software Self-solve knowledge base (http://www.hp.com/go/hpsoftwaresupport). • l BSM Tools. You can use BSM tools to assist in troubleshooting the HP Business Service • Management environment. You access the tools from <HP Business Service Management • server root directory>\tools directory. Most of the tools should only be used in coordination • with HP personnel. The Database Schema Verification utility (dbverify) and Data Marking utility • should be used according to documented instructions. • l BSM Logging Administrator. This tool allows you to temporarily modify the level of details • displayed in BSM logs, as well as create custom logs. To open the BSM Logging Administrator • Tool, open the following URL: • http://<BSM Gateway Server>/topaz/logAdminBsm.jsp

  20. installation log files • You can see the installation log file by clicking the View log file link at the bottom of the installer window. • In a Windows environment, this log file, along with additional log files for separate installation packages, is located in the %temp%\..\HPOvInstaller\HPBsm_9.10 directory. • In a Linux environment, the logs files are located in the /tmp/HPOvInstaller/HPBsm_9.10 directory. • The installer log file name is in the following format: • HPBsm_<VERSION>_<DATE>_ HPOvInstallerLog.html or HPBsm_<VERSION>_ • <DATE>_ HPOvInstallerLog.txt (for example, HPBsm_9.10_2010.10.21_13_34_ • HPOvInstallerLog.html). • Individual installation package log file names are in the following format: • Package_<PACKAGE_TYPE>_HPBSM_<PACKAGE_NAME>_install.log (for example, Package_msi_HPBSM_BPIPkg_install.log).

  21. DEMO UPGRADE ERROR1

  22. HOW TO FIX IT - CHECK

  23. USE MICROSOFT TOOL TO REMOVE BSM 9.13 PROBLAMATIC COMPONENTS • 1. GO TO http://support.microsoft.com/mats/program_install_and_uninstall

  24. Select Second Option. See List of BSM Installers

  25. Troubleshooting the Upgrade Process • Now We are done with Uninstall Process of BSM 9.13, • Next Step is to INSTALL 9.20

  26. Installation and Connectivity Troubleshooting

  27. Receive error message: not enough space on the drive toextract the installation files • This happens during component installation. If you enter a new path for a different drive with sufficient space, the same error message is displayed. • Possible Cause: • During the file extraction process, certain data is always saved to the TEMP directory on the system drive, even if you choose to save the installation files to a different location from the default path. • Solution: • l Free up sufficient disk space on the system drive (as specified in the error message), then continue with the installation procedure. l If it is not possible to free up sufficient disk space on the system drive, change the path for the system’s TEMP variable. To do this, select Start > Settings > Control Panel > System > • Advanced tab > Environment Variables, and edit the path for the TEMP variable in the User variables area.

  28. POST INSTALLATION ERROR 1

  29. RELEVENAT ERROR in the LOG • Postinstall log for this error • 2012-10-23 06:43:48,441 [pool-1-thread-4] (Step.java:96) ERROR - Task execution failed • com.mercury.infra.flowmngr.exceptions.TaskExecutionException: Failed launching batch file C:\HPBSM\WebServer/bin/Apache2Install.bat, exit with exit error : 1 Batch process output is:   • C:\HPBSM\bin>"C:\HPBSM\WebServer\bin\httpd.exe" -k install -n "HP Business Service Management Web Server" • [Tue Oct 23 06:43:48 2012] [error] HP Business Service Management Web Server: Service is already installed. • C:\HPBSM\bin>"C:\HPBSM\WebServer\bin\httpd.exe" -k restart -n "HP Business Service Management Web Server" (OS 5)Access is denied. : httpd.exe: could not open error log file C:/HPBSM/WebServer/logs/error.log. • Unable to open logs 2. C:\HPBSM\WebServer\logs

  30. FIX 1. Go to log file C:/HPBSM/WebServer/logs/error.log. 2. Try to open it with Nodepad or Notepad ++ 3. If it does not open Error is true 4. Stop Post install 5. Reboot Windows Server • Go to HPBSM\bin\postinstall.bat • Errror should get fixed

  31. POST INSTAL ERROR 2

  32. RELEVANT ERROR IN THE LOG • Log upgrade_all.log • 2012-10-23 09:57:35,166 [pool-2-thread-2] (StoreSessionImpl.java:511) ERROR - Error while executing SQL statement: "ALTER TABLE event_annotations modify ( event_id VARCHAR2(255 char) NOT NULL )": [mercury][Oracle JDBC Driver][Oracle]ORA-01442: column to be modified to NOT NULL is already NOT NULLjava.sql.SQLException: [mercury][Oracle JDBC Driver][Oracle]ORA-01442: column to be modified to NOT NULL is already NOT NULL at com.mercury.jdbc.oraclebase.ddb_.b(Unknown Source) … • 2012-10-23 09:57:35,166 [pool-2-thread-2] (CreateMigrationSQL.java:273) ERROR - Schema upgrade step failed: error executing work -- [mercury][Oracle JDBC Driver][Oracle]ORA-01442: column to be modified to NOT NULL is already NOT NULL

  33. WHY • This issue occurs if the EVENT_ANNOTATIONS table of 9.13 event schema already contains the NULLABILITY constraint for EVENT_ID column. As a design requirement,9.20 upgrade will attempt to set "Nullable" flag to "No" for this column.  However, Oracle simply denies adding this flag for this column if it is already not nullable, causingupgrade to halt while executing the corresponding query. • FIX • ALTER TABLE event_annotations modify (event_id null) • ALTER TABLE event_annotations modify ( event_id VARCHAR2(255 char) NULL ) ( Oracle) • Then upgrade can be resumed from where it left.

  34. SCHEMA UPGRADE FAILED BECAUSE

  35. HOW TO FIX IT ( ORACLE) 1. Connect to Oracle Database with some tools and DBA permissions 2. Find Connected User listed above error. select * from v$session order by username 3. Kill Sessions with right process ID • ALTER SYSTEM KILL SESSION '375,21062' IMMEDIATE; • ALTER SYSTEM KILL SESSION '295,5984' IMMEDIATE; • ALTER SYSTEM KILL SESSION '85,17297' IMMEDIATE; • ALTER SYSTEM KILL SESSION '64,8083' IMMEDIATE;

  36. SCHEMA UPGRADE EXTRA TABLE

  37. HOW TO FIX IT • This is very comman issue because customer Like I did create extara table or views for their external tools. • Connect Database using a tool • Issue Following command • drop table remzi cascade constraints 3. Click Back button and try again

  38. NEXT STEP IS TO START BSM

  39. General issues • lIf you are using remote desktop and the upgrade wizard is not displayed properly, try reconnecting with remote desktop at a different resolution, or from a different machine. • Within the wizard, if the Next button or Back button do not work, check the • upgradeFramework.log for the cause of the error. In most cases, restarting the upgrade wizard resolves the problem.

  40. Sending Scheduled Reports • Scheduled reports are not sent from the staging servers while they are in staging mode. This prevents multiple reports from being sent. Non-scheduled reports can be sent by opening the • Report Manager, selecting the report, and clicking the Email This Report button. • You can manually modify this setting so that BSM does send scheduled reports from the staging servers. To do so, enter an email address in the Platform > Setup and Management • > Infrastructure Settings > HP BSM Evaluation > Alerts mail address setting.

  41. START BSM

  42. START BSM

  43. Start BSM • At this point in the upgrade wizard, when you start BSM not all processes are up, and the UI is not available. This is because BSM is temporarily in Upgrade mode; at a later stage you will restart BSM in Full Mode. • lWhen the upgrade wizard reaches the Start BSM step, certain steps are marked as successful and will not run again. If you want to rerun these steps (for example, if the DB is restored to the backup) remove all files under <BSM installation directory>\Temp that start with opr.

  44. ONCE IT IS READY

  45. Configuration Upgrade

  46. Configuration Upgrade • If you passed the Start BSM step and ran the configuration upgrade, but the second upgrader has failed, you may have run the configuration upgrade without BSM being completely ready - all processes and all services must be up. Check that BSM is up, and click the Upgrade button to re-run the configuration upgrade. • If an optional upgrader fails, do not continue to the next step, but rather investigate the problem. You should then fix the problem and re-run the upgrade, or, if you decide that the problem does not prevent you from declaring the upgrade successful, finish the upgrade. • If an optional upgrader fails and you proceed with the upgrade anyway, you can return to the configuration upgrade at a later stage. In this case, before you re-run the upgrader you must perform the following procedure: • a. Run the setVersion JMX with the value 8.0.0.0. The setVersion JMX is under port 8080, Topaz service=Upgrade Framework. • b. Disable BSM and restart the upgrade wizard. • c. Re-run the configuration upgrade.

  47. Configuration Upgrade

  48. Configuration Upgrade ERROR 1

  49. EUM-UPG-all.log • 2012-10-23 13:18:40,246]-ERROR- {RumApplicationUpgrader920.java:200}- ## Failed to get RUM configuration for Logical Application CI. Failed to find element of type business_application identified by com.mercury.am.eum.shared.management.exceptions.EumObjectNotFoundException: Failed to get RUM configuration for Logical Application CI. Failed to find element of type business_application identified by • at com.mercury.am.eum.rum.operations.rumapplicationconfig.GetRumAppConfigGeneralOperation.doExecute(GetRumAppConfigGeneralOperation.java:80) • at com.mercury.am.eum.shared.operations.Operation.execute(Operation.java:82)

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