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Oracle® Real User Experience Insight Installation Guide Release 5.0 for Linux x86-64 Part Number E12487-08 |
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# A Troubleshooting

This appendix highlights the most common problems encountered when installing RUEI, and offers solutions to locate and correct them. The information in this appendix should be reviewed before contacting Customer Support.

Support Web sites

Information on a wide variety of topics is available via the Oracle Web site (`http://www.oracle.com/enterprise_manager/user-experience-management.html`). It is recommended that you visit it regularly for support announcements.

In addition, detailed technical information is available via the Support Web site (`https://metalink.oracle.com`). This includes information about service pack availability, FAQs, training material, tips and tricks, and the latest version of the product documentation. A valid user name and password is required to access this Web site.

Contacting Customer Support

If you experience problems with the installation or configuration of the RUEI, you can contact Customer Support. However, before doing so, it is strongly recommended that you create a Helpdesk report file of your installation. To do so, select System, then Configuration, and then Helpdesk report. This file contains extended system information that is extremely useful to Customer Support when handling any issues that you report.

## A.1 The prepare_uxinsight_db.sh Script Fails

If the `prepare_uxinsight_db.sh` script fails, this can be because the database listener has not been started correctly due to a failing DNS look up. To resolve this problem, do the following:

- Ensure the `/etc/hosts` file includes your host.

- Ensure entries in the `/etc/nsswitch.conf` file are specified in the required (sequence hosts: files DNS).

## A.2 The Applying Settings Dialog Hangs

If the Applying settings dialog (Figure 5-6) hangs after performing the initial configuration (described in Section 5.2, "Performing Initial RUEI Configuration"), it is recommended that you do the following:

- Review the specified network settings and ensure that they are correct.

- Ensure that the time zone is explicitly set in your PHP installation. For more information, see .

## A.3 Starting Problems

If the system does not seem to start, or does not listen to the correct ports, do the following:

- Restart each Collector service. To do so, select System, then Maintenance, then Network data collectors, select each attached Collector, and select the Restart option from the menu. This is described in more detail in the Oracle Real User Experience Insight User Guide.

- Review your network filter definitions. This is described in the Oracle Real User Experience Insight User Guide. In particular, ensure that no usual network filters have been applied. This is particularly important in the case of VLANs.

- Ensure that RUEI is listening to the correct protocols and ports. This is described in the Oracle Real User Experience Insight User Guide.

- Verify that the Collector interfaces are up. This is described in the .

Resources and Log Files

If during, or directly after running the Initial setup wizard (described in Section 5.2, "Performing Initial RUEI Configuration"), the system returns an error, there are the following resources and log files available to help you in debugging:

- `/var/opt/ruei/processor/log/gui_debug.log`: a proprietary debug and log file that shows low-level system information. Although it contents may be difficult to read, you can find standard system error messages listed here.

- `/var/log/httpd/access_log` and `/error_log`: the Apache daemon access and error log files. If any part of the HTTP or PHP execution of the RUEI user interface is in error, it will shop up in these log files. (Note that these are not the log files used by RUEI for HTTP data analysis).

Root-Cause Analysis

Before starting to address specific issues, it is important to understand the basic operation of data collection, data processing, and data reporting. Any root-cause analysis of RUEI problems should take the following:

- Verify data collection. Select System, then Status, and then Collector status. Select a Collector from the displayed list, and verify that the system interfaces are showing traffic activity on TCP, Ethernet, and HTTP level.

- In addition, verify that there are no problems with the SSL data decryption. It is normal that some errors occur (especially shortly after startup). But if SSL traffic is to be decrypted, the error rate can never be 100%.

- Verify data processing. Select System, then Status, then Data processing. A screen similar to the one shown in Figure 5-9 appears. It should indicate some activity.

## A.4 Data Collection Problems

If the data collection service is not running, or will not start, do the following:

- Ensure the network cards used for data collection are running in promiscuous mode. This can be verified by issuing the command `ifconfig` `eth` `N` (where `N` is the number of the network interface being used for data collection). It should return an output similar to the following:

      ethn      Link encap:Ethernet  HWaddr 00:15:17:3E:26:AF           UP BROADCAST RUNNING PROMISC MULTICAST  MTU:1500  Metric:1           RX packets:0 errors:0 dropped:0 overruns:0 frame:0           TX packets:0 errors:0 dropped:0 overruns:0 carrier:0           collisions:0 txqueuelen:1000           RX bytes:0 (0.0 GiB)  TX bytes:0 (0.0 GiB)           Memory:b9120000-b9140000

- If the network interface is not available, make sure the ONBOOT parameter is set to YES, as described in .

- If the network interface is not yet in promiscuous mode, set it by issuing the following command: `ifconfig` `eth` `N` `promisc` (where `N` is the number of the network interface being used for data collection).

- Verify there is no IP address assigned to the network interface being used for data collection. If there is a configured IP address, remove it.

  Note:

  Do not set to 0.0.0.0 or 127.0.0.1. Remove the configured IP address completely.

## A.5 Data Processing Problems

If, for any reason, data processing does not start, try to restart it by selecting System, then Maintenance, and then System Reset. The System reset wizard appears. Select the Restart system processing option. Note that restarting system processing can take between 5 and 30 minutes.

In general, if no data is being processed, verify your system's configuration as described in Section 5.5, "Verifying and Evaluating Your Configuration". If you do not apply any configuration to the system, no data processing will take place.

If you are using an environment with multiple Collectors, ensure all Collectors are up and running normally. To do so, select System, then Status, and then Collector status. An failing Collector can become a block to further data processing of the system's data.

## A.6 E-Mail Problems

Sending E-mails is RUEI functionality that is handled on a system level, together with your Mail Transfer Agent (MTA), such as Sendmail or Postfix. If problems occur when sending E-mails, do the following:

- If mail is sent correctly by RUEI to your MTA, the user interface will report "Message sent successfully" when you attempt to send a daily, weekly, or monthly report manually.

- If mail could not be sent correctly by RUEI to your MTA, verify that the MTA is up and running. Alternatively, analyze the mail settings by selecting System, then Maintenance, and Mail configuration.

- If the mail was sent successfully, but not delivered to the recipient, analyze the operation of your MTA to further identify the root cause of the mails that are not delivered.

Common issues with E-mail delivery often involve an incorrectly configured MTA, or an MTA that is not allowed to send E-mail within the Data Center or corporate network.

## A.7 SSL Decryption Problems

In order to decrypt SSL traffic, the Collector needs to have the SSL key and certificate available. To enable SSL decryption, you should do the following:

- Upload the SSL key through the appropriate Collector.

- Enable the SSL key by entering the required decryption passphase (when applicable).

The certificate needs to be uploaded to the Collector(s) by selecting Configuration, then Security, and then SSL keys. To check the status of the SSL decryption, select System, then Status, and then Collector status, and select the Collector for which you want SSL decryption analysis. Within the SSL encryption page, note the following:

- Decryption errors will occur if there is no SSL key uploaded.

- The percentage of successful decryption will be a low number shortly after uploading and activating the appropriate SSL keys.

- This percentage should rise in the first minutes and hours after uploading the SSL keys.

RUEI accepts PKCS#12 and PEM/DER encoding of SSL keys and certificates. Basically, this means both the certificate and key should be concatenated into one file. If you have separate key and certificate files, you can create a PKCS#12-compliant file by issuing the following command:

    openssl pkcs12 -export -in certificate.cer -inkey key.key -out pkcs12file.p12 -passout pass:yourpassphrase

Where:

- `certicate.cer` is your CA root certificate file.

- `key.key` is the server's SSL key file.

- `pkcs12file.p12` is the output file name for the PKCS#12-encoded file.

- `yourpassphrase` is the passphrase you want to use to protect the file from unwanted decryption.

For example, consider the situation where the CA root certificate filename is `ca_mydomainroot.cer`, the server's SSL key is `appsrv12.key`, you want the output file to be called `uxssl.p12`, and want to protect this file with the passphrase `thisismysecretpassphrase`. The following command is required:

    Openssl pkcs12 -export -in ca_mydomainroot.cer -inkey appsrv12.key -out uxssl.p12 -passout pass:thisismysecretpassphrase

## A.8 Missing Packages and Fonts Error Messages

It is strongly recommended that you follow the installation procedure and settings described in . In particular, you should not perform a "minimal" installation of Oracle Enterprise Linux. If you do so, it can lead to a wide range of reported problems, depending on the components not included in the installation, but required by RUEI.

The most common of these are reported `fontconfig` error messages in the `/var/log/http/error_log` file. These can be fixed by installing the following fonts:

- urw-fonts-noarch v2.3

- ghostscript-fonts-noarch v5

- dejavu-lgc-fonts-noarch v2

- liberation-fonts v0.2

- bitmap-fonts v0.3

- bistream-vera-fonts-noarch v1.10

Depending on your language settings, install all other required fonts.

However, other possible error messages include reported missing packages (such as `librsvg2`).

When a Yum repository is available, all dependencies available on the Enterprise Linux 5.x DVD can be installed by issuing following command:

    yum -y install gcc gcc-c++ compat-libstdc++-33 glibc-devel libstdc++-devel \ elfutils-libelf-devel glibc-devel libaio-devel sysstat perl-URI net-snmp \ sendmail-cf httpd php php-gd php-pear php-mbstring phpldap bitstream-vera-fonts \ librsvg2 xorg-x11-xinit

However, be aware that additional RPMs shipped with the RUEI installation zip file still need to be installed according to the procedure described in .

## A.9 ORA-xxxxx Errors

If you receive any Oracle database errors, do the following:

- Ensure that the `/etc/sysconfig/httpd` file contains the following lines:

      export LD_LIBRARY_PATH=/usr/local/instantclient/lib
      export TNS_ADMIN=/home/moniforce

  If you have to add these lines, restart the Apache Web server using the following command:

      service httpd restart

- Ensure the same host name is specified in the `/var/opt/ruei/tnsnames.ora`, `/etc/sysconfig/network`, and `/etc/hosts` files.

  Note if you make changes to any of these files, you may need to reboot the server.

## A.10 Oracle DataBase Not Running

Verify the Oracle database is up and running by changing to the `moniforce` user and obtaining an SQL*Plus prompt with the following commands:

    su - moniforce
    sqlplus /@uxinsight

You should receive the SQL*Plus command line without being prompted for a password. This indicates that the Oracle wallet authentication was successful.

## A.11 General (Non-Specific) Problems

If you are experiencing problems with the reporting module, or find its interface unstable, it is recommended that you do the following:

- Clear all content caching within your browser, and re-start your browser.

- Examine the error log. This is described in the Oracle Real User Experience Insight User Guide.

- Select System, then Maintenance, and then Environment check to verify the core components of the RUEI installation. This is described in more detail in the Oracle Real User Experience Insight User Guide.

- Select System, then Status, and verify correct operation of the core components by then selecting Data Collection, Logfile processing, and Data processing. If any of these components are in error, try to resolve them using the advice provided in this appendix.

## A.12 Network Interface Not Up

If the network interface you intend to use for data collection is not Up (that is, the `ONBOOT=YES` parameter was not set), you can bring it immediately using the following command:

    ifconfig ethN up

where `N` represents the necessary network interface.