Troubleshooting operations
This section describes how to find information commonly required during troubleshooting and how to access troubleshooting utilities provided with the NetIM software.
This section includes the following topics:
Locating NetIM release information
When contacting technical support, always provide the NetIM software release information (software version and build number). Perform the following procedure to locate NetIM release information.
To locate NetIM release information
1. Choose Help > About.
The software version is listed in the About dialog box.
For example:
Version: 1.0.0 Build 123
Database Schema Version 123
Generating snapshot of NetIM configuration
You may be asked to provide a configuration description or “snapshot” of your NetIM configuration to Technical Support. NetIM software includes a utility that you can use to generate this configuration snapshot. Perform the following procedure to generate a snapshot log file.
To generate NetIM Snapshot
1. Log in to NetIM core as netimadmin.
2. Navigate to the NetIM installation directory, as follows:
cd /data1/riverbed/NetIM/<install_dir>
Example: cd /data1/riverbed/NetIM/latest
3. Run the appsnapshot utility, by entering the following commands:
bash
./app.sh VNESNAPSHOT
Status messages are written to the command window. When the utility has completed, you will see a message indicating it is done. The results are written to: <install dir>/log/vnesnapshot.log.
Each time you run the vnesnapshot utility, the results are overwritten.
Testing NetIM database configuration
Perform the following procedure to test the configuration of the NetIM database.
To verify the database configuration
1. Log in to NetIM core as netimadmin.
2. Invoke the bash shell by entering the following command:
bash
3. Navigate to the NetIM installation directory, with a command like the following:
cd /data1/riverbed/NetIM/latest
4. Enter the following command:
./app.sh DBAUTOTEST
– Tests run to verify that the NetIM account can perform needed operations in the database.
– Output is written to the command window and a separate Java window opens to display a summary of results.
5. Review DBAUTOTEST results.
If any of the database tests fail, visit the Knowledge Base on
support.riverbed.com for troubleshooting information.
6. If problems persist, contact Support for assistance and provide the DBAUTOTEST results.
Copy the test results from the command window and paste into a text document. Provide this file to Technical Support.
Testing connection to a database
NetIM provides a utility, named testdbconnection, for testing database connections. This utility can be used to test the connection to a database from which a NetIM adapter is attempting to collect data. This utility can also be used to test connection to the database that NetIM is attempting to write data. This utility will test connections to databases including PostgreSQL, Sybase, Informix, and MYSQL.
The testdbconnection utility provides options that permit you to manually enter information needed to test connection to a database (such as the hostname/IP address, username, password, port, and so on). This utility also provides options to test connection to a database using the database settings for the NetIM installation.
Perform the following procedure to test connection to a database using the testdbconnection utility.
To access testdbconnection utility
1. Log in to NetIM core as netimadmin.
2. Navigate to the NetIM installation directory, with a command like the following:
cd /data1/riverbed/NetIM/latest
3. Enter the following commands:
bash
./app.sh TESTDBCONNECTION
The testdbconnection utility provides several options.
4. Select the option that is appropriate for the database to which you want to test connection.
Options that include “default settings” in the description do not require user input, product configuration is read from files. You can use these options to test information configured in adapter settings. If the “default settings” option fails, use another selection to manually enter values until you find the correct values that you need for adapter configuration.
Creating compressed file of NetIM logs for Technical Support
You may be asked to provide NetIM logs to Technical Support. NetIM software includes a utility that you can use to assemble and compress log files. Perform the following procedure to assemble and compress NetIM log files, adapter statistics, resource files, vnesnapshot (if present), and so on.
To assemble and compress NetIM logs
1. Log in to NetIM core as netimadmin.
2. Navigate to the NetIM installation directory, with a command like the following:
cd /data1/riverbed/NetIM/latest
3. Enter the command to run the logpacker utility. Specify the appropriate command options to include all needed files. See
Usage of logpacker utility.
You do not need to specify any command options if you accept the default set of files (all files in <install dir>/log that end with .log and adapter statistics). For the default files, enter the following command: ./app.sh LOGPACKER
Status messages are written to the command window. When the utility has completed, you will see a message indicating the location of the compressed file (<install dir>/logPack_<timestamp>.zip, as in:
The packed log file is located at: /data1/riverbed/NetIM/latest/logPack_2021-08-18_14-59.zip
Usage of logpacker utility
The command syntax for the logpacker utility is:
app.sh LOGPACKER <option>
Command options for the logpacker utility are listed in the following table
Option | Description |
help | Prints command usage and options. |
current | This is the default mode that runs when no command options are specified. Assembles and compresses: • Files in <install dir>/log directory that end with “.log” • Adapter statistics files (from <install dir>/log/adapterStats) |
all_log | Assembles and compresses: • All files in the <install dir>/log directory and subdirectories • Web logs (stored in <install dir>/<release>/webServer/jakarta-tomcat-5.0.28/logs) |
resource | Assembles and compresses resource files (stored in <install dir>/<release>/lib/xml/res). Does not include any log files. |
log_res | Assembles and compresses: • Files in <install dir>/<release>/log directory that end with “.log” • Adapter statistics files (from <install dir>/log/adapterStats) • Aesource files (stored in <install dir>/<release>/lib/xml/res |
all | Assembles and compresses: • All files in the <install dir>/log directory and subdirectories • Web logs (stored in <install dir>/webServer/jakarta-tomcat-5.0.28/ogs) • Resource files (stored in <install dir>/lib/xml/res |