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HP ProLiant Server Management Packs for Microsoft® System Center Operations Manager 2007 Troubleshooting Assistant

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  HP ProLiant Server Management Packs for Microsoft® System Center Operations Manager 2007 Troubleshooting Assistant > Chapter 3 Troubleshooting   

Operational and usage issues

The following sections provide troubleshooting information for operational and usage issues with the HP ProLiant Server Management Packs for Operations Manager 2007:

  • HP Management Packs and HP Tools are not functioning on a managed node where Operations Manager 2007 Health Service is installed

  • Using Microsoft® Excel to update custom data with Custom Data Manager

  • Displaying HP events as alerts in Operations Manager 2007 console

  • Researching state monitoring

  • HP Health Collection state monitoring and failed component information

  • Health Explorer shows a healthy status for disabled software services

  • No HP ProLiant server appears in any DL, BL or ML group

  • System is discovered as an HP ProLiant server, but is not monitored

  • Expected associated classes do not appear in the Server State View or the Server Group View

  • Event View and Performance View are empty

  • The Server State View shows a server that is no longer monitored, but the Server Diagram View still shows the server is monitored

  • Alert Descriptions in the Alert Properties view are truncated

  • Not all component statuses are updated instantly after a previously monitored client comes back online

  • Limitations on using the Operations Manager 2007 Gateway Server

  • The Server Diagram view shows folders named by initials

  • Server state icon or alert state appears gray

  • The HP System Management Homepage task shortcut is not accessible

  • Web Console is a read-only view and is not supported in this release of the HP ProLiant Server Management Packs for Operations Manager 2007

  • Server not monitored with HP Insight Management WBEM Providers

  • Server not monitored with HP Insight Management Agents

  • Diagnostic script results not updated when HP ProLiant server WMI Cooling Collection monitor changes state

  • Incorrect HP Insight Management Agents version appears in Operations Manager console

  • HP ProLiant Server WMI Health Collections are not discovered in Operations Manager console

  • Server State is warning or critical, but System Management Homepage does not show any state errors

  • HP ProLiant SNMP Management Tasks does not start failed HP Insight Management Agent services

  • HP ProLiant Virtual Nodes are not visible in Operations Manager 2007

  • Client systems running on non-server Windows (for example, ProLiant Workstation Blades) do not appear in Operations Manager 2007 console

  • Workstation client nodes are discovered even when the Client Discovery Rule is disabled (for example, overridden to false)

  • Workstation client nodes are discovered even when the Client Discovery Rule is disabled after upgrade to HP Server Management Packs version 1.30 or higher

HP Management Packs and HP Tools are not functioning on a managed node where Operations Manager 2007 Health Service is installed

The kits can be installed on a managed node where Operations Manager 2007 Health Service is installed. The installation will complete without an error and will appear to be successful. However, the setup has not imported HP Management Packs to the Operations Manager 2007 server and HP tools will not function in this configuration. The import failure is indicated in the installer log file.

Kits must be installed in environments where Operations Manager 2007 server or Operations Manager 2007 console is installed.

Using Microsoft® Excel to update custom data with Custom Data Manager

Custom Data Manager can export all HP Server data to an external file, and the file can be updated using Microsoft® Excel. For more information, see the "Custom Data Manager task" section in the HP ProLiant Server Management Packs for Operations Manager 2007 User Guide.

The option of saving custom data in "XML Data" is available in Microsoft® Office XP (Microsoft® Excel 2002) Professional Edition, Microsoft® Office 2003 Professional Edition, and Microsoft® Office 2007 Professional Edition. It is not available in all Standard Editions, and it is not available in all editions of Microsoft® Office 2000.

Displaying HP events as alerts in Operations Manager 2007 console

If HP events do not appear as alerts on Operations Manager 2007 console, verify that the following conditions exist:

  • The HP servers are included as managed computers under the Operations Manager 2007 Agent, and they are discovered correctly. For the status of Agents, see Administrations>Device Management on the Operations Manager 2007 console.

  • On an SNMP management environment, SNMP services are installed, properly configured, and running on all managed servers. For more information, see the "Management protocol requirements" section in the HP Server Configuration Guide for System Center Integrations.

  • On an SNMP management environment, the appropriate versions of HP Insight Management Agents are installed and running on all managed servers. For more information, see the "Insight Management Agent requirements" section in the HP Server Configuration Guide for System Center Integrations.

  • On a WMI management environment, the appropriate versions of HP Insight Management WBEM Providers are installed and running on all managed servers. For more information, see the "Insight Management WBEM Providers requirements" section in the HP Server Configuration Guide for System Center Integrations.

  • The Windows® Event Log is not full. If the Windows® Event Log is full, it might prevent new events from being recorded.

  • The HP Server class instances and HP Health Collection class instances are discovered and display properly on HP Server>Server State views.

  • Health Explorer on Operations Manager R2 displays improper propagation state in some monitors.

Researching state monitoring

HP Servers are monitored in two ways after initial importing HP Server Management Packs:

Discovery and state monitoring

Event monitoring

The discovery and state monitoring provides the latest HP server inventory and state results to the Operations Manager 2007 Console in certain intervals. This will show a near real-time state of the HP server to provide the state down to HP Health Collection level. HP Health Collections are sub-system levels of information so they do not present detailed component level information. To get the detailed information, launch the HP System Management Homepage (SMH) console task. HP recommends to work through SMH after initially starting the management of HP Servers if there are yellow or red states in HP Server class.

The event monitoring provides the best possible information for failed descriptions and failed components. If the event monitoring generates an alert on the Operations Manager 2007 Console, it needs attention and swift resolution to the event. Events are generated once, and the discovery and state monitoring do not provide the same level of information. If the state change was observed, look through Active Alerts view to find detailed information for the issue.

HP Health Collection state monitoring and failed component information

HP Health Collection is monitored with its health state and failed component information. The level of detail of the failed component information depends on the type of collections. The failed component information can be found using the Health Explorer. To find the complete list of failed component information, see the HP ProLiant Server Management Packs for Operations Manager 2007 User Guide.

Failed component information is only updated when it is associated with a state level change. When warning or error states changes, failed component information appears. However, Operations Manager 2007 Agents only report the state history when there is a state level change. If there are multiple component failures, but they are not associated with a state level change, failed component information does not accurately report current failed component information. There is an alert associated to a new warning or error event. Check the Active Alerts first, and then launch the HP System Management Homepage task to drill down further.

Health Explorer shows a healthy status for disabled software services

When a software service is disabled, the Operations Manager 2007 Health Explorer shows the state of this service as Healthy instead of Not Monitored. For example, when the HP Insight Event Notifier service is disabled, the Health Explorer displays this service with a green status icon.

No HP ProLiant server appears in any DL, BL, or ML group

Legacy HP ProLiant servers that do not fit in the DL, BL, or ML groups are not supported in this management pack. These servers are displayed in the HP ProLiant Servers Diagram View.

System is discovered as an HP ProLiant server but is not monitored

HP servers are monitored based on information provided by the HP Insight Management Agents or the HP Insight Management WBEM Providers. If the server is discovered and identified as an HP server, but is not monitored, verify that the HP Insight Management Agents or the HP Insight Management WBEM Providers are installed and running on the server to be managed. For more information, see the "Insight Management Agent requirements" section or "Insight Management WBEM Providers" section in the HP Server Configuration Guide for System Center Integrations.

Expected associated classes do not appear in the Server State View or the Server Group View

Group State View and Server State View may not display the expected associated class instances by default. The layout of the view can be different according to the installation order of the management packs, the discovery results, and the user's console operation. To include the associated classes and properties you want to view in each view, open the Personalize View dialog box and select the associated class and properties you want included.

The Group State View displays the Path property as always empty. All Group classes are singleton class and do not have a Path property. If you want to hide the Path property from the Group State View, open the Personalize View dialog and deselect the Path property.

Event View and Performance View are empty

HP ProLiant Server Management Packs do not have data collection rules for Event and Performance. Though these views are accessible from HP Classes, data does not appear on these views.

In order to see an NT Event, launch the Computer Management task and view the Event Viewer folder under System Tools. Events from HP Insight Management Agents are stored in the System event log.

The Server State View shows a server that is no longer monitored, but the Server Diagram View still shows the server is monitored

If a monitored server is disconnected from the domain network, the Server State view under Monitoring>HP Servers will show a gray icon for the Target system to indicate the server is no longer monitored. The Server Diagram view may still show the previous state of the server (green, yellow or red color). To determine server states, you should rely on the Server State view instead of the Server Diagram view.

Alert Descriptions in the Alert Properties view are truncated

This is a Microsoft® Operations Manager 2007 issue. To see the full description, go to the Alert Context tab.

Not all component statuses are updated instantly after a previously monitored client comes back online

After a managed client comes back online, some components may not be updated instantly to reflect the current status. These statuses are updated by the discovery script which runs every 60 minutes by default. If you want to override or customize this interval, you may do so. See the HP Server Management Packs for Operations Manager 2007 User Guide for more information.

Limitations on using the Operations Manager 2007 Gateway Server

To properly work with HP Tasks on a Gateway Server environment, see the Security section of the HP ProLiant Server Management Packs for Operations Manager 2007 User Guide.

The Server Diagram view shows folders named by initials

Operations Manager 2007 groups the health collection components of HP Management Packs into sub-folders, and only displays the initial letters of the first and last health collection names within the folder. For example, "C…M" indicates the first and last health collections in the sub-folder are "Cooling" and "Memory", "P…S" stands for "Power Supplies" and "Server Networks", and "S…T" stands for "Server Others" and "Temperature Sensors". To view the entire health collection of the HP Management Packs for a specific server, expand the folders.

Server state icon or alert state appears gray

Operations Manager 2007 displays a green check to indicate a healthy state, a yellow exclamation point to indicate a warning, and a red X to indicate an error. When one of these icons appears gray instead of its normal color, the managed server has lost connection with Operations Manager 2007. Verify the network connection is working. Go to Administration>Agent Managed, and right-click on the target system. Click Repair, and follow the instructions to reset the server status.

The HP System Management Homepage task shortcut is not accessible

The HP System Management Homepage task shortcut is automatically assigned to Alt+Space. The Alt+Space combination is not available as an accessible key. You must launch the HP System Management Homepage using the mouse.

Web Console is a read-only view and is not supported in this release of the HP ProLaint Server Management Packs for Operations Manager 2007

Web Console is a read-only operator console, and supports fewer features than the Operator Console. Tasks cannot be launched from the Web Console, and the alerts and health collection states might not reflect the current status of the component. HP recommends the use of the Operator Console in this release of the HP Server Management Packs for Operations Manager 2007.

Server not monitored with HP Insight Management WBEM Providers

If you have uninstalled HP Insight Management Agents on an HP ProLiant server and you want the server to be monitored using the already installed HP Insight Management WBEM Providers, the HP ProLiant Server Management Packs cannot switch to WMI monitoring in this condition.

Choose one of the following options to resolve the issue:

  • Restart the server on which you have uninstalled the HP Insight Management Agents so after restart the server automatically configures to monitor using HP Insight Management WBEM Providers.

  • Override the Management preference setting to use HP Insight Management WBEM Providers as the source of monitoring. See the "Overriding HP ProLiant Server management setting for SNMP and WMI management preference\Configuring a single server" section of the HP ProLiant Server Management Packs User Guide for more information.

Server not monitored with HP Insight Management Agents

If you have uninstalled HP Insight Management WBEM Providers on an HP ProLiant server and you want the server to be monitored using the already installed HP Insight Management Agents, the HP ProLiant Server Management Packs cannot switch to SNMP monitoring in this condition.

Choose one of the following options to resolve the issue:

  • Restart the server on which you have uninstalled the HP Insight Management WBEM Providers so after restart the server automatically configures to monitor using HP Insight Management Agents.

  • Override the Management preference setting to use HP Insight Management Agents as the source of monitoring. See the "Overriding HP ProLiant Server management setting for SNMP and WMI management preference\Configuring a single server" section of the HP ProLiant Server Management Packs User Guide for more information.

Diagnostic script results not updated when HP ProLiant server WMI Cooling Collection monitor changes state

Diagnostic scripts are triggered to run when the state of an HP ProLiant server WMI Health Collection monitor is changed. These scripts retrieve its state from the HP Insight Management WBEM Providers. In Fan and Redundancy set of fan-related instances, the state data from HP Insight Management WBEM Providers might be incorrect. This causes Operations Manager not to trigger the Diagnostic script, and the results are not updated. There are no means to resolve this at this point. No action is expected from you to correct this.

Incorrect HP Insight Management Agents version appears in Operations Manager console

When an HP ProLiant server has installed HP Insight Management Agents 8.15, the Operations Manager console displays the version as 8.11 for HP Insight Management Agents. You cannot resolve this issue.

HP ProLiant Server WMI Health Collections are not discovered in Operations Manager console

When you have imported only HP ProLiant Server WMI Management Pack and the server has both HP Insight Management Agents and HP Insight Management WBEM Providers installed, then you must override the default management preference setting to WMI. After you override the setting, wait until the next discovery cycle of the HP ProLiant Server Discovery Rule for HP Insight Management WBEM Providers to be used for discovering HP ProLiant Server WMI Health Collections. See the "Overriding HP ProLiant Server management setting for SNMP and WMI management preference" section in the HP ProLiant Server Management Packs User Guide for information on how to override the setting.

Server State is warning or critical but System Management Homepage does not show any state errors

There might be health status difference between the HP Insight Management Agents and the HP Insight Management WBEM Providers. If the managed node has installed both the HP agents and the HP providers, verify which monitoring data source is used by the Management Packs and the System Management Homepage on the node.

On the Operations Manager console, verify the property Monitoring Source in the Detail View of Server State view. On System Management Homepage, select Settings>Select SMH Data Source, and then click Select. If needed, adjust the settings to fit your need. The management pack and System Management Homepage must use the same monitoring data source.

HP ProLiant SNMP Management Tasks does not start failed HP Insight Management Agent services

Under certain circumstances, the HP ProLiant SNMP Management Tasks might not successfully start failed HP Insight Management Agent services. If the target managed system has a firewall that is configured to block remote access using the Service Control Manager, the tasks cannot start the HP Insight Management Agent service on the managed system.

On the target operating system, configure the firewall to enable the Service Control Manager to remotely manage services on this system. Alternatively, manually start the failed service on the target managed system.

HP ProLiant Virtual Nodes are not visible in Operations Manager 2007 console

The parameter “DiscoverVirtualClusterNode” in HP ProLiant Server Discovery Rule is set to false by default. Only physical node servers are displayed on the console. To view the virtual cluster nodes, this parameter must be set to true. To resolve this issue, perform the following procedure:

  1. Open the Authoring panel.

  2. Select Management Pack Objects>Object Discoveries. A list of Object Discoveries appears.

  3. Select and right-click HP ProLiant Server Discovery Rule. Override the object discovery for all servers.

  4. Set the parameter “DiscoverVirtualClusterNode” to true.

  5. Check to ensure physical nodes and virtual cluster nodes are discovered.

Client systems running on non-server Windows (for example, ProLiant Workstation Blades) do not appear in Operations Manager 2007 console

The “HP ProLiant Client Discovery Rule” is disabled by default. To view the client systems on the console, enable the Client Discovery rule by overriding the “Enabled” parameter to true. To discover non-server Windows, perform the following procedure:

  1. Open the Authoring panel.

  2. Select Management Pack Objects>Object Discoveries. A list of Object Discoveries appears.

  3. Select and right-click HP ProLiant Client Discovery Rule and override the parameter “Enabled” to true.

Workstation client nodes are discovered even when the parameter “Enabled” in Client Discovery Rule is overridden to false

The client nodes are discovered when the parameter “Enabled” in “HP ProLiant Client Discovery Rule” is true. When this parameter is overridden to false, there would be lingering instances of HP client nodes already discovered. To remove the client nodes, execute powershell cmdlet Remove-DisabledMonitoringObject in the Operations Manager Shell.

Workstation client nodes are discovered even when the Client Discovery Rule is disabled after upgrade to HP Server Management Packs version 1.30 or higher

To resolve this issue, perform the following procedure:

  1. Open the Administration Pane and select Management Packs.

  2. Export and save any custom management packs that override the HP Server Management Packs (for example, Default Management Pack), and then remove these management packs.

  3. Remove the HP Server Management Packs from the Operations Manager console.

  4. Uninstall the HP Server Management Packs from the Add or Remove Programs menu in the Control Panel.

  5. Install the HP Server Management Packs, and then import the custom management packs that were previously saved.