Troubleshooting > Troubleshoot general usage issues

  

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Troubleshoot general usage issues

GUI has display problems

Symptom Possible cause and resolution
GUI displays incorrectly or text is not rendered properly. Certain combinations of screen resolution and screen content can cause the display to render incorrectly. To correct this, try one or more of the following:

  • Refresh the browser page

  • If open, close the help sidebar on the right hand side

  • Resize your browser window

  • Change the zoom on your browser

  • On rare occasions, it may be necessary to close your browser and log in again to reset a particular anomaly
[IMPORTANT: ]

IMPORTANT: If you refresh your browser from an edit screen, all edits since your last save will be lost.

Resource not found error

Symptom Possible cause and resolution
You might occasionally receive an error message stating a resource (job, server, script, etc.) was not found. This might be a transient, benign error that can be resolved by selecting another resource and then returning to your original resource, or refreshing the browser.

If the appliance does not recover in 15 minutes, generate a support dump, then reboot the appliance. If the issue persists, contact your authorized support representative and provide them with the support dump.

Error message on browser screen after clicking download link

Symptom Possible cause and resolution
After selecting a download link from the GUI, you are taken to a browser page with a error message displayed on it. This can occur from download links and menu items such as Media Server setup utility, WinPE image generation utility, creating a support dump, and downloading audit logs.

  • This is expected browser behavior when an error is encountered while navigating to a link.

  • This can be caused by a networking or file system problem.

  • Click the browserback button. You will be returned to the browser page where you initiated the download.

No response from UI link for uploading or downloading files

Symptom Possible cause and resolution
No response from a link in the UI that includes downloading and uploading files, such as for update, support dump and Media Server setup utility.

Download and upload file operations are not support from the VM console.

Make sure you are using a web browser to access the UI and not the VM console.

Matrix OE does not show OS Build Plans

Symptom Possible cause and resolution
OS Build Plans do not appear in the Infrastructure Orchestration→software tab.

Possible cause checklist

  1. Ensure the OSType and archType custom attributes have been set correctly on at least one OS Build Plan as described in Configure OS Build Plans for use in Matrix OE.

  2. On the CMS, ensure connectivity to Insight Control server provisioning by using the ping command to the Deployment IP address.

  3. Make sure you have set a password for the special “MatrixUser” account in the Settings→OS Deployment Settings screen, and make sure the credential you entered on your CMS match.

  4. On the CMS, ensure the mxnodesecurity command lists a dsc_sas protocol entry with the correct MatrixUser user name and password as described in the online help topic “Integrate with a previously installed Matrix OE installation”, and that you are using the Deployment IP address instead of the Appliance IP address.

  5. On the CMS, copy the opswclient.jar file to the HPE SIM directory as described in the online help topic “Integrate with a previously installed Matrix OE installation”, then restart the HPE Systems Insight Manager service.

Unexpected message: Restarting

Symptom Possible cause and resolution
The browser running the appliance displays a spinner and a restarting message. You cannot log in. A timing issue caused the browser to miss the message that the appliance is ready.

  • Try refreshing the browser page, clearing the browser cache, or restarting the browser.
    [NOTE: ]

    NOTE: One way to verify whether the appliance is ready or not is to check the system console and see if it is also displaying the spinner.

The Server Automation service inside the appliance is being restarted due to an error.

  • Wait 15 minutes for the restart to complete. If this problem occurs again, take a support dump when the system comes back up and contact your authorized support representative.

Error occurs when booting the appliance

Symptom Possible cause and resolution
When booting the appliance, the boot process fails with an “UNEXPECTED INCONSISTENCY” error and requests an fsck be run.

This occurs when the date and time on the VM host is incorrect and is set to a date earlier than the date the appliance was created or last booted.

  • Change the date and time on the VM host to the correct time and reboot the appliance.

The appliance displays the progress bar near completion but does not complete booting within 15–20 minutes.

  1. Check that the time on the VM host is correct and set it to the correct UTC time.

  2. Reboot the appliance. If that does not recover the appliance, contact your authorized support representative.

Cannot navigate away from an appliance screen

Symptom Possible cause and resolution
Cannot navigate away from a screen when using the browser on the VM system console

The browser running in the appliance VM console window operates in a restricted mode can cause this problem.

  • Restart the browser by pressing Ctrl-Alt-Backspace, or by hovering your mouse near the top of the screen which brings up limited browser controls and selecting x in the upper right corner of the screen.

Search for object fails

Symptom Possible cause and resolution
Search for object fails, and you might see the message “There was a problem getting the list of items. Please try refreshing this page”.

When using the search text box, queries with the special characters (#%&+\”?) might cause the search to fail. Double quotes can be used, but only for phrase search. For example, a query with phrases such as “Red Hat Linux” yields a successful phrase search.

For successful searches, Hewlett Packard Enterprise recommends not to use the characters (#%&+\”?) in a search query.

Console displays VMware waiting for connection screen

Symptom Possible cause and resolution
Your console window displays a screen that reads, “VMware waiting for connection.” VMware lost connection to the console.

  • Close the console window and reopen it.

Job status shows running never shows complete

Symptom Possible cause and resolution
A job status shows running, even if it is complete or the server it is running on is deleted.

Occurrences of this are rare and are typically related to deleting a server while a job is running on it. When this happens, wait until all other jobs are complete and then reboot the appliance. All job status is reset on appliance startup.

Cannot run a Build Plan on a target server

Symptom Possible cause and resolution
A server's status shows it is running a job, when it is not actually running one, and you cannot run a new job because the appliance thinks it's already running one.

It's possible for a server to get into this mode if Build Plan execution on that server is halted abnormally. Common things that can cause this would be the appliance is powered off while running a Build Plan, an appliance restore is performed using a backup that was taken while a Build Plan was running, or an internal error halts the Build Plan.

The only way to clear this problem is to restart the appliance. If restarting the appliance does not clear it, contact your authorized support representative.

Programs written in Python do not work properly on target server

Symptom Possible cause and resolution
Programs written in Python do not work properly on the target server after begin deployed by or being added to an IC server provisioning appliance.

The Server Automation (SA) agent that gets installed on most target servers is Python based. To ensure compatibility, the agent installs its own version of Python and sets the system PYTHONPATH variable so it will work properly. This may conflict with Python programs on the target server written for a different Python version.

Make sure you use the system default Python by clearing the PYTHONPATH variable or set it to point to your preferred Python installation path. Do not set it system wide, as that may affect the SA agent.

Appliance cannot access the network

Symptom Possible cause and recommendation
Appliance cannot access the network

Appliance network was not properly configured

Minimum required privileges: Infrastructure administrator

  1. Verify that the IP address assignment is correct.

  2. Verify that the DNS IP address is correct.

  3. Verify that the DNS server is not behind a firewall.

    If it is, modify the firewall settings.

  4. Verify that the DNS server is operational.

  5. Verify the gateway address for your network.

  6. Log in to the appliance console as root and correct the network settings.
Appliance cannot retrieve DNS information from DHCP server

DNS or DHCP server was not properly configured

Minimum required privileges: Infrastructure administrator

  1. Verify that each DNS IP address is correct.

  2. Verify that the DNS server is not behind a firewall.

    If it is, you might need to modify the firewall settings.

  3. Verify that the DNS server is operational.

  4. Use the virtual appliance console to determine that the DHCP server is configured correctly.

  5. If necessary, use static address assignment instead of DHCP.
Alert message reports that IP address is not responding as a DNS server.

DNS server is unreachable

Minimum required privileges: Infrastructure administrator

  1. Verify that each DNS IP address is correct.

  2. Verify that the DNS server is operational.

  3. Verify that the DNS server is not behind a firewall.

    If it is, you might need to modify the firewall settings.
Alert message reports that IP address is not a valid gateway

Gateway server is unreachable

Minimum required privileges: Infrastructure administrator

  1. Verify the gateway address for your network.

  2. Verify that the gateway server is operational.

Backup fails

Symptom Possible cause and resolution
Error message: Could not download the backup

The version of cURL used in Insight Control server provisioning appliance backup/restore scripts must have SSL support. The backup script fails if the cURL version being used does not support SSL .

Verify that the version of cURL contains SSL support by running the curl –V command. If it does not support SSL, download a version of cURL that supports SSL (such as http://curl.haxx.se/download/curl-7.23.1-win64-ssl-sspi.zip for 64-bit Windows).

Certificate issues

Symptom Possible cause and recommendation
Unable to import a certificate

Follow the recommendation to troubleshoot any of these certificate actions:

  • Create a self-signed certificate

  • Create a certificate signing request

  • Import certificate

You do not have proper authorization

Minimum required privileges: Infrastructure administrator

  1. Log in as the Infrastructure administrator.

  2. Try the action again.

Appliance lost connection with browser

Minimum required privileges: Infrastructure administrator

  1. Verify that the network is working properly.

    See Appliance cannot access the network

  2. Wait for the web server to restart, and then try the action again.
Certificate revoked

Certificate is no longer valid

Minimum required privileges: Infrastructure administrator

  1. Create or acquire a new certificate for the appliance.

  2. Generate a new signing request.
Invalid certificate chain

Certificate chain in remote appliance was corrupted

Minimum required privileges: Infrastructure administrator

  1. Create or acquire a new certificate for the appliance.

  2. Generate a new signing request.
Invalid certificate content

Certificate format is invalid

Minimum required privileges: Infrastructure administrator

  1. Create or acquire a new certificate with a valid format.

  2. Import the new certificate.

Error messages returned from REST API calls corrupted in Japanese Windows DOS boxes

Symptom Possible cause and resolution
Error messages returned from REST API calls appear corrupted in a Japanese Windows DOS box

IC server provisioning returns errors from REST API calls encoded with UTF-8. These messages will not display correctly in a Japanese Windows DOS box that uses SHIFT-JIS encoding. There are several ways to work around this and view the error information:

  • Make the REST request in a Linux environment or using Cygwin on Windows.

  • Set the accept-language header to en-us when making the request.

  • Redirect the returned message to a text file in a DOS box.

Unable to find item with JPN Directory Group name on Firefox and VMconsole

Symptom Possible cause and resolution
Error messages returned from REST API calls appear corrupted in a Japanese Windows DOS box To resolve this issue:

  1. Type about:config in the address bar of the Firefox and press Enter.

  2. Select network.standard-url.escape-utf8 and change it to false.

Few script type is incorrect in UI

Symptom Possible cause and resolution
Below scripts are based on Python Language but listed as UNIX type in UI.

  • Embed files initrd

  • Install bootloader for ESXi

  • Create Stub Partition

  • Add ESXi Module

  • Inject Multipath AutoYaST Settings

  • Install bootloader for RedHat Enterprise Linux Server

  • Install bootloader for RedHat Enterprise Linux 7 Server

  • Inject Required Preseed Settings

  • Install bootloader for SuSE Linux Enterprise Server

  • Copy Boot Media                       

  • Unmount All Boot Disk Partitions

  • Erase Server Disk

Incorrect type does not break any functionality of the script.

  • It is safe to ignore incorrect type for the mentioned scripts.

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