Troubleshooting Asset Discovery

This article contains the following topics:

Troubleshooting Installation

Asset Discovery Manager

The Asset Discovery Manager Installer failed to validate the provided application URL.
Solution 
Do the following tasks:

1. Verify that you are using valid Serviceaide Intelligent Service Management URL and credentials.
2. Review the Asset Discovery installation log created under the %temp% folder for more details.

The Asset Discovery Manager windows service failed to start after the installation.
Solution This could possibly be a connectivity issue between the server where the Asset Discovery Manager is installed and the Intelligent Service Management.
Do the following tasks:

1. Launch Intelligent Service Management from a browser on the server where the Asset Discovery Manager is installed. Try to access the log in page.
2. Check the NAM.log and AssetConverterer.log files at <Asset Discovery Manager install location>\Logs for any errors.

Installation error,"Thirdpart_Artifacts Directory does not exist in extracted folder" while installing the Asset Discovery Manager.
Solution 
Do the following tasks:

1. Download the Asset Discovery Manager, unzip the installer file.
2. If you move the unzipped folder to a different directory ensure that it contains:
   1. The Thirdpart_Artifacts folder
   2. The clouditsm-discoverymanager-installer-7.15.1-windows-64bit.exe

Invalid user credentials  for Intelligent Service Management Application?
Solution 
Do the following tasks:

1. Launch Intelligent Service Management from a browser on the server where Asset Discovery Manager is installed and log in. If you cannot log in, request your administrator to reset the password.
2. To validate the credentials, use the utility <installed drive>\CA\AssetConnector\Utilities\ChangePassword.bat. For more information, see Asset Connector Password Change Utility.

How can I confirm that the installation is successful and everything is working?
Solution 
Do the following tasks:

1. Asset Discovery Manager installer creates three different services after a successful installation. All these services must be up and running.
2. Verify that the following windows services are running:
   • Active MQ: For messaging/communication between Asset Discovery Manager and Asset Discovery Processor.
   • Apache CouchDB: Datastore for discovery on the on-premise server.
   • Asset Discovery Manager: Main service which drives the discovery and import of assets to the Intelligent Service Management application.
3. Verify the usage of ports on the server where the Asset Discovery Manager is installed. Use the following commands to change the port numbers to appropriate values if you are not using defaults:

• • Netstat - an | findstr 5984 - To confirm that couchDb is listening on this port.
  • Netstat - an | findstr 61616 - To confirm that Active MQ is listening on this port.

Note: On Windows 2008 R2, avoid spaces in the Asset Discovery Manager install location name, if you are not using 8dot3 naming. If the spaces are there, CouchDB does not listen on the given port. To work around this problem, uninstall Asset Discovery Manager and install it again without spaces in the install location name.

Can I use customized ports during Asset Discovery Manager installation?
Solution Use the default ports unless you see a port conflict with other applications installed on your server. If there is any conflict, use the customized ports.

Can I install the Asset Discovery Manager, using my domain credentials?
Solution
It is recommended that you use the administrator credentials to install the discovery components. If you use your credentials ensure that the domain policy applied on your system allows you to run or launch Java applications.

Asset Discovery Processor

Can I install the discovery processor on Windows 64 bit?
Solution 
Yes. Discovery processor can be installed on Windows 64 bit.

Can I install Discovery Processor alone without installing Discovery Manager?
Solution
No. You require a Discovery Manger to be already running in your environment while installing the Discovery Processor. Otherwise, the installation does not proceed further.

The Discovery Processor service is not running?
Solution
Do the following tasks:

1. Verify that the server where the processor is installed can communicate with the server where Discovery Manager is installed.
2. Verify that the Discovery Manager Service is running on the target system.
3. Verify that the Discovery Manger port is properly configured by reviewing the discovery.properties file. The discovery.properties file is found on the server where the Asset Discovery Processor is installed.

How do I know if my Asset Discovery Processor started successfully or not?
Solution
Do the following tasks:

1. Verify that the Asset Discovery Processor Service is running.

2. On the system where the processor is installed, run the following netstat command. 

   Netstat – an | findstr 8088

3. This command verifies that port “8088” is in use.
4. The processor starts a jetty server which listens on port 8088 by default, unless you change it during the installation.

Where can I find the Asset Discovery Processor logs and change log level?
Solution
The Asset Discovery Processor logs are available at <Processor install home>\Logs. To view the detailed information, change the log level from WARN to Debug. The following log files are available for Asset Discovery Processor.

• DiscoveryProcessorService.log: This file logs the information from Java Service Wrapper and contains details of starting and stopping the Windows Service.
• NAMDiscovery.log: This file logs the details about processing batches from the Asset Discovery Manager, calls made to the Jetty Web Service. This file also logs details of the persistence to CouchDB.
• NAMDiscoveryUtils.log: This file logs the standard output of the Jetty Service and contains the details on starting and stopping the Jetty. 

Why no additional attributes(Processor Max Speed Value) are displayed for a discovered ESX Server?
Solution
ESX does not return any of the attributes for the installed processors when you run discovery using SSH. However, if you try to run discovery using  VMWare webservices, then the Processor Max Speed and other attributes are populated.

Can I install the Asset Discovery Processor using my domain credentials?
Solution
It is recommended that you use the administrator credentials to install the discovery components. If you choose to use your credentials ensure that the domain policy applied on your system allows you to run or launch Java applications.

Troubleshooting Native Discovery

Can I install the discovery processor on Windows 64 bit?
Solution
Yes. Discovery Processor can be installed on Windows 64 bit.

Can I install Discovery Processor alone without installing Discovery Manager?
Solution
No. You require a Discovery Manger to be already running in your environment while installing the Discovery Processor. Otherwise, the installation does not proceed further.

Discovery is failing with the error in the "Could not connect to broker URL: tcp://AssetConnectorInstalledHostName:61616, in the NAMDiscovery.log file ."

2015-01-15 03:23:23,704 ERROR org.springframework.jms.listener.DefaultMessageListenerContainer#0-24 [org.springframework.jms.listener.DefaultMessageListenerContainer] - <Could not refresh JMS Connection for destination 'queue://com.ca.nam.discovery.sweepScanRequests' - retrying in 5000 ms. 
Cause: Could not connect to broker URL: tcp://AssetConnectorInstalledHostName:61616. Reason: java.net.ConnectException: Connection refused: connect>

Solution
Do the following tasks:

1. Check the NAMDiscovery.log file.

2. Restart the Active MQ windows service.

3. Verify that the following services are running:
   Apache Couch DB
   Asset Discovery Manager
   Asset Discovery Processor

Discovery processor service is not running?
Solution
Do the following tasks:

1. Verify that the server where the processor is installed can communicate with the server where Discovery Manager is installed.
2. Verify if the Discovery Manager Service is running or not on the target system.
3. Review the discovery.properties file to and verify that the Job Repository Server is properly configured. The discovery.properties file is found on the server where the Asset Discovery Processor is installed, 

How do I know if my Asset Discovery Processor started successfully or not?
Solution
Do the following tasks:

1. Verify that the Asset Discovery Processor Service is running.
2. Run the netstat command Netstat - an | findstr 8088 on the system where the processor is installed. This command verifies that port “8088” is in use.
   The processor starts a jetty server which listens on port 8088 by default, unless you change it during the installation.

Discovery job is not triggered?
Solution
Do the following tasks:

1. Verify the scheduler configuration in Discovery Configuration page and ensure that the Start date is valid.
2. Check the NAM.log in <Asset Discovery Manager install location>\Logs folder for any errors.

Does the discovery process start immediately after Asset Discovery Manager service is started?
Solution
Yes, if the schedule time specified in the Discovery Configuration, has already passed while the Asset Discovery Manager service was down. The service start-up treats this event as a missed job and triggers the job immediately.

Discovery fails with the following error in the log files, "org.lightcouch.DocumentConflictException: << Status: 409 (Conflict)"
Solution
Verify that defined configuration has no overlapping IP range, as this may cause unexpected results.

How do I check the status of Discovery?
Solution
Navigate to Manage, Tools, Asset, Asset Discovery Status and check the status that is based on the scheduled start date. For more information, see Discovery Status.

No assets are discovered in my scan?
Solution
Do the following tasks:

1. 1. Specify a valid IP range if you are using Native Discovery.
   2. Specify a valid third-party discovery tool database configuration if you are using Other Discovered Sources option.
   3. If the previous discovery scan discovered some assets, and if there are no changes in the assets in between scans. Then the current scan shows the discovered asset count as 0. The status message in discovery status page says No Assets Discovered by the Scan.

Discovery is unable to discover complete details of target network during scan?
Solution
Do the following tasks:

1. Specify the valid credentials of the target machines in the credentials section of Discovery Configuration page. This operation fetches the custom attributes of an asset.
2. To discover all attributes for an asset, ensure that specified credentials have the admin/root access.

Discovered asset do not have custom attributes in the Edit Asset page?
Solution
To discover custom attributes, do the following tasks:

1. Ensure that you provide correct credentials for the target server being discovered, so that it can fetch Model information.
   Note: If Model is not discovered for an asset, additional attributes are not displayed for an Asset. 
2. Check the bulk import logs. To verify the bulk import logs of discovered assets, navigate to Manage, Tools, Common, Bulk Process Data.
3. Check the bulk import xml files with discovery job id in the file name. You can get this job id from NAM.log in Asset Discovery Manager install location.

How do I get installed applications from discovery?
Solution
To get the installed applications from discovery, select the Installed Applications check box in Discovery Profiles section of Discovery Configuration page.

How do I get virtual environment guest and host relationships from discovery?
Solution
To get the virtual environment guest and host relationships from discovery:

1. Specify the valid admin/root access credentials.
2. Select the Virtual Environment check box in Discovery Profiles section of Discovery Configuration page.

How can I discover only the managed assets?
Solution
To discover only managed assets, specify only the IP range for the managed assets in the Discovery Configuration page.   

Discovered ESX guest machines do not have all the additional attributes?
Solution
If the ESX guest machine falls within the IP address range that is specified in discovery configurations, a detailed discovery scan is performed. Otherwise, only basic attributes like hostname, IP Address, are discovered.

How can I use the custom template for a third-party discovery tool?
Solution
Do the following tasks:

1. Copy the Custom Template.xml  in Asset Discovery Manager install folder under <Asset Discovery Manager install home>\Connector\conf\config.
2. Use this file as a reference and modify it with the appropriate queries to get required attributes.
3. Select “Other Discovered Sources” option from discovery configuration and select Discovery Source as Other.
4. Specify the Name of the template file, in the Custom Discovery Template field.
   Specify the name of the template without the file extension.
5. Schedule the discovery scan using the recurrence scheduler.
    For more information, see Custom Discovery Template.

I see multiple jobs running in Discovery Status page even though scheduler configuration is not changed.
Solution
There might be some problem with the discovery scan. Contact Support.

My discovery scan status is always RUNNING?
Solution
Check if there are any errors in Asset Discovery Manager logs folder. Contact Support.

How can I change the log level for Asset Discovery Manager?
Solution
It can be configured in <Asset Discovery Manager installed folder>\Connector\conf\config\log4j.properties. For more information see, Discovery Log Files.

Discovery on Unix/Linux machine is not fetching detailed information/additional attributes even though correct credentials are provided?
Solution
Do the following tasks:
Ensure that the SSH on target machine is configured properly to use Password Authentication.

1. 1. Open /etc/ssh/sshd_config file.
   2. Check for the line PasswordAuthentication yes and uncomment this if it is commented.
   3. Check if there is a firewall service/iptables running on target machine which might be blocking the ICMP port.

Installed Applications are not discovered on my windows machine, even though I selected the checkbox Installed Applications in discovery profiles?
Solution
Ensure that Remote Registry Service is running on target machine. If this service is not running, Discovery cannot fetch the Installed Applications.

Do we need root credentials for discovery or can we use SUDO?
Solution
Discovery uses some privileged operating system commands to get model/other hardware information. So it requires root/admin privileges. The application does support SUDO user credentials.

How can I put the Asset Discovery Processor in a DMZ. What ports should be open, for it to connect back to the Asset Discovery Manager?
Solution

1. On the server where the Asset Discovery Processor is installed a Jetty web server starts and listens on port 8088 by default.
2. Similarly, on the Asset Discovery Manager installed server, three different ports are used and different services listens on these ports:

• CouchDB: 5984
• ActiveMQ: 61616

Does discovery create Model automatically  if not available?
Solution
Yes, if the model for a discovered Asset is not available, discovery creates a Model first. Then it associates the discovered asset with the created model.

Can I restart the Asset Discovery Manager and Asset Discovery Processor windows services?
Solution
Yes, but ensure that no discovery job is running.

Follow this sequence:

1. Stop the Asset Discovery Processor Windows Service, and then stop the Asset Discovery Manager Windows Service.
2. Then restart the Asset Discovery Manager Windows Service, followed by the Asset Discovery Processor Windows Service.

Deep Discovery does not fetch the DNS Name for the discovered assets?
Solution
There could be two reasons for this behavior:

1. The target network devices that you are trying discover do not have DNS configured.
2. The target network devices that you are trying discover have static IP addresses.

To determine if DNS is configured on the target network that you are trying to discover:

1. Run this command Get-WmiObject -Class Win32_NetworkAdapterConfiguration on Windows PowerShell.
   
2. After running the command if the DNS Domain name is not populated in the PowerShell command prompt as a result the target network devices do not have the DNS name value.

What happens to the existing Discovery Configurations when the Asset Discovery Manager installer and Asset Discovery Processor installer is upgraded for the Bamboo release.
Solution
After the upgrade is complete the existing Discovery Configuration from the previous release is retained however it shows as inactive. This configuration is named as Default Configuration. You have to manually re-activate it by navigating to MANAGE, ADMINISTRATION, Tools, Asset, Asset Discovery Configurations .

Troubleshooting Bulk Import

The assets that I discovered are not getting imported to Intelligent Service Management.
Solution

1. Verify that there are no error messages in the import logs. 
2. Navigate to Manage, Tools, Bulk Process Data.
3. Select the files containing the discovery job-id in the name and look at the logs tab.

Unable to Upload XLS bulk upload sheet.

1. Ensure that the column names have not changed from the given sample template.
2. If a custom attribute is added, ensure that the name of the attribute is the same in the XLS template.

Unable to upload XML bulk upload sheet.
Solution

1. Ensure that the field names have not changed from the given sample template.
2. If a custom attribute is added, ensure that the name of the attribute is same in the XML template sheet. 
3. Verify that the XML is valid.

The import status says Partially Processed.
To view information about the unprocessed rows, navigate to the Logs section on the Bulk Process data UI.

The import status says fully processed but I cannot see any assets in Asset Center?
This could mean that the status of the assets is set as inactive. Clear any filters in the Asset Center and try again.

How  can importing Dates and Boolean Values in XLS?
Solution

• When trying to import dates using XLS, format the columns/cells as Date. The supported format is mm/dd/yyy. 
• When trying to import boolean values (true, false) set the format for the columns/cells to general.