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Troubleshooting Avaya Aura ® System Manager Release 7.0.1 Issue 3 July 2019

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Page 1: Troubleshooting Avaya Aura System Manager

Troubleshooting Avaya Aura® SystemManager

Release 7.0.1Issue 3

July 2019

Page 2: Troubleshooting Avaya Aura System Manager

© 2013-2019, Avaya Inc.All Rights Reserved.

NoticeWhile reasonable efforts have been made to ensure that theinformation in this document is complete and accurate at the time ofprinting, Avaya assumes no liability for any errors. Avaya reservesthe right to make changes and corrections to the information in thisdocument without the obligation to notify any person or organizationof such changes.Documentation disclaimer“Documentation” means information published in varying mediumswhich may include product information, operating instructions andperformance specifications that are generally made available to usersof products. Documentation does not include marketing materials.Avaya shall not be responsible for any modifications, additions, ordeletions to the original published version of Documentation unlesssuch modifications, additions, or deletions were performed by or onthe express behalf of Avaya. End User agrees to indemnify and holdharmless Avaya, Avaya's agents, servants and employees against allclaims, lawsuits, demands and judgments arising out of, or inconnection with, subsequent modifications, additions or deletions tothis documentation, to the extent made by End User.Link disclaimerAvaya is not responsible for the contents or reliability of any linkedwebsites referenced within this site or Documentation provided byAvaya. Avaya is not responsible for the accuracy of any information,statement or content provided on these sites and does notnecessarily endorse the products, services, or information describedor offered within them. Avaya does not guarantee that these links willwork all the time and has no control over the availability of the linkedpages.WarrantyAvaya provides a limited warranty on Avaya hardware and software.Refer to your sales agreement to establish the terms of the limitedwarranty. In addition, Avaya’s standard warranty language, as well asinformation regarding support for this product while under warranty isavailable to Avaya customers and other parties through the AvayaSupport website: https://support.avaya.com/helpcenter/getGenericDetails?detailId=C20091120112456651010 under the link“Warranty & Product Lifecycle” or such successor site as designatedby Avaya. Please note that if You acquired the product(s) from anauthorized Avaya Channel Partner outside of the United States andCanada, the warranty is provided to You by said Avaya ChannelPartner and not by Avaya.LicensesTHE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYAWEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO,UNDER THE LINK “AVAYA SOFTWARE LICENSE TERMS (AvayaProducts)” OR SUCH SUCCESSOR SITE AS DESIGNATED BYAVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS,USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASEDFROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYACHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIALAGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER.UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING,AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWAREWAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYAAFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYARESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOUAND ANYONE ELSE USING OR SELLING THE SOFTWAREWITHOUT A LICENSE. BY INSTALLING, DOWNLOADING ORUSING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO,YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOMYOU ARE INSTALLING, DOWNLOADING OR USING THESOFTWARE (HEREINAFTER REFERRED TOINTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TOTHESE TERMS AND CONDITIONS AND CREATE A BINDINGCONTRACT BETWEEN YOU AND AVAYA INC. OR THEAPPLICABLE AVAYA AFFILIATE (“AVAYA”).Avaya grants You a license within the scope of the license typesdescribed below, with the exception of Heritage Nortel Software, forwhich the scope of the license is detailed below. Where the order

documentation does not expressly identify a license type, theapplicable license will be a Designated System License. Theapplicable number of licenses and units of capacity for which thelicense is granted will be one (1), unless a different number oflicenses or units of capacity is specified in the documentation or othermaterials available to You. “Software” means computer programs inobject code, provided by Avaya or an Avaya Channel Partner,whether as stand-alone products, pre-installed on hardware products,and any upgrades, updates, patches, bug fixes, or modified versionsthereto. “Designated Processor” means a single stand-alonecomputing device. “Server” means a Designated Processor thathosts a software application to be accessed by multiple users.“Instance” means a single copy of the Software executing at aparticular time: (i) on one physical machine; or (ii) on one deployedsoftware virtual machine (“VM”) or similar deployment.License typeDesignated System(s) License (DS). End User may install and useeach copy or an Instance of the Software only on a number ofDesignated Processors up to the number indicated in the order.Avaya may require the Designated Processor(s) to be identified inthe order by type, serial number, feature key, Instance, location orother specific designation, or to be provided by End User to Avayathrough electronic means established by Avaya specifically for thispurpose.Heritage Nortel Software“Heritage Nortel Software” means the software that was acquired byAvaya as part of its purchase of the Nortel Enterprise SolutionsBusiness in December 2009. The Heritage Nortel Software is thesoftware contained within the list of Heritage Nortel Products locatedat https://support.avaya.com/LicenseInfo under the link “HeritageNortel Products” or such successor site as designated by Avaya. ForHeritage Nortel Software, Avaya grants Customer a license to useHeritage Nortel Software provided hereunder solely to the extent ofthe authorized activation or authorized usage level, solely for thepurpose specified in the Documentation, and solely as embedded in,for execution on, or for communication with Avaya equipment.Charges for Heritage Nortel Software may be based on extent ofactivation or use authorized as specified in an order or invoice.CopyrightExcept where expressly stated otherwise, no use should be made ofmaterials on this site, the Documentation, Software, Hosted Service,or hardware provided by Avaya. All content on this site, thedocumentation, Hosted Service, and the product provided by Avayaincluding the selection, arrangement and design of the content isowned either by Avaya or its licensors and is protected by copyrightand other intellectual property laws including the sui generis rightsrelating to the protection of databases. You may not modify, copy,reproduce, republish, upload, post, transmit or distribute in any wayany content, in whole or in part, including any code and softwareunless expressly authorized by Avaya. Unauthorized reproduction,transmission, dissemination, storage, and or use without the expresswritten consent of Avaya can be a criminal, as well as a civil offenseunder the applicable law.VirtualizationThe following applies if the product is deployed on a virtual machine.Each product has its own ordering code and license types. Note thateach Instance of a product must be separately licensed and ordered.For example, if the end user customer or Avaya Channel Partnerwould like to install two Instances of the same type of products, thentwo products of that type must be ordered.Third Party Components“Third Party Components” mean certain software programs orportions thereof included in the Software or Hosted Service maycontain software (including open source software) distributed underthird party agreements (“Third Party Components”), which containterms regarding the rights to use certain portions of the Software(“Third Party Terms”). As required, information regarding distributedLinux OS source code (for those products that have distributed LinuxOS source code) and identifying the copyright holders of the ThirdParty Components and the Third Party Terms that apply is availablein the products, Documentation or on Avaya’s website at: https://support.avaya.com/Copyright or such successor site as designatedby Avaya. The open source software license terms provided as Third

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Party Terms are consistent with the license rights granted in theseSoftware License Terms, and may contain additional rights benefitingYou, such as modification and distribution of the open sourcesoftware. The Third Party Terms shall take precedence over theseSoftware License Terms, solely with respect to the applicable ThirdParty Components to the extent that these Software License Termsimpose greater restrictions on You than the applicable Third PartyTerms.Preventing Toll Fraud“Toll Fraud” is the unauthorized use of your telecommunicationssystem by an unauthorized party (for example, a person who is not acorporate employee, agent, subcontractor, or is not working on yourcompany's behalf). Be aware that there can be a risk of Toll Fraudassociated with your system and that, if Toll Fraud occurs, it canresult in substantial additional charges for your telecommunicationsservices.Avaya Toll Fraud interventionIf You suspect that You are being victimized by Toll Fraud and Youneed technical assistance or support, call Technical Service CenterToll Fraud Intervention Hotline at +1-800-643-2353 for the UnitedStates and Canada. For additional support telephone numbers, seethe Avaya Support website: https://support.avaya.com or suchsuccessor site as designated by Avaya.TrademarksAvaya, the Avaya logo, Avaya Aura® System Manager are eitherregistered trademarks or trademarks of Avaya Inc. in the UnitedStates of America and/or other jurisdictions.All non-Avaya trademarks are the property of their respective owners.Linux® is the registered trademark of Linus Torvalds in the U.S. andother countries.Downloading DocumentationFor the most current versions of Documentation, see the AvayaSupport website: https://support.avaya.com, or such successor siteas designated by Avaya.Contact Avaya SupportSee the Avaya Support website: https://support.avaya.com forproduct or Hosted Service notices and articles, or to report a problemwith your Avaya product or Hosted Service. For a list of supporttelephone numbers and contact addresses, go to the Avaya Supportwebsite: https://support.avaya.com (or such successor site asdesignated by Avaya), scroll to the bottom of the page, and selectContact Avaya Support.

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Contents

Chapter 1: Introduction............................................................................................................ 6Purpose.................................................................................................................................. 6Change history........................................................................................................................ 6Warranty................................................................................................................................. 6

Chapter 2: Solution Deployment Manager and Appliance Virtualization Platformerrors.......................................................................................................................................... 8

Troubleshooting Appliance Virtualization Platform...................................................................... 8Activating SSH from Utility Services.................................................................................... 9Enabling IP forwarding using Services Port VM for Utility Services...................................... 10

Unable to connect to Appliance Virtualization Platform host from the vSphere client................... 10Restarting the Appliance Virtualization Platform host.......................................................... 11

The Solution Deployment Manager client installation fails......................................................... 11Uninstalling the Solution Deployment Manager client............................................................... 12

Chapter 3: Launching errors.................................................................................................. 13System Manager Web Console fails to open............................................................................ 13Proposed solution.................................................................................................................. 13Unable to gain access to the Web console of the secondary System Manager........................... 13Proposed solution.................................................................................................................. 14

Chapter 4: Geographic Redundancy related errors............................................................ 15Geographic Redundancy configuration and reconfiguration operations fail................................. 15Logon to System Manager Web Console fails.......................................................................... 15Multiple entries for the same Serviceability Agent..................................................................... 16Proposed solution.................................................................................................................. 17Synchronizing mode for GR replication and data replication...................................................... 17Proposed solution.................................................................................................................. 17Geographic Redundancy reconfiguration fails.......................................................................... 18Proposed solution.................................................................................................................. 18Managed by status is Unknown for Session Manager .............................................................. 19Proposed solution.................................................................................................................. 19Geographic Redundancy replication status is Auto Disable....................................................... 19System Manager fails to synchronize with the Communication Manager main server settings...... 20

Chapter 5: Alarm errors.......................................................................................................... 21Alarms fail to reach ADC through SAL Gateway....................................................................... 21Proposed solution.................................................................................................................. 21System Manager generates hundreds of alarms...................................................................... 22Proposed solution.................................................................................................................. 22Session Manager is unavailable in the Serviceability Agents list................................................ 23Proposed solution.................................................................................................................. 23

Chapter 6: Certification errors............................................................................................... 25

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System Manager does not support third-party certificates......................................................... 25Proposed solution.................................................................................................................. 25

Chapter 7: Bulk import and export errors............................................................................ 26Import utility fails to import the users of specific time zone........................................................ 26Proposed solution.................................................................................................................. 26Microsoft Excel data link error................................................................................................ 27Data entry warning in Microsoft Excel..................................................................................... 28

Chapter 8: Miscellaneous errors........................................................................................... 29Authentication of the LDAP user to System Manager fails......................................................... 29Proposed solution.................................................................................................................. 29SSO login to remote machine fails.......................................................................................... 30Reimporting the SSO cookie domain value.............................................................................. 30Resetting the System Manager password................................................................................ 31

Resetting the System Manager password from the System Manager Web console............... 31Resetting the System Manager password using the local-login workflow.............................. 31Resetting the System Manager password through e-token.................................................. 32

Chapter 9: Element Manager errors...................................................................................... 33Removed Communication Manager reappears on System Manager Web Console..................... 33Proposed Solution................................................................................................................. 33Deletion of Communication Manager from System Manager inventory fails................................ 34Proposed solution.................................................................................................................. 35

Chapter 10: Resources........................................................................................................... 36Documentation...................................................................................................................... 36

Finding documents on the Avaya Support website............................................................. 37Training................................................................................................................................ 37Viewing Avaya Mentor videos................................................................................................. 38Support................................................................................................................................ 39

Contents

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Chapter 1: Introduction

PurposeThis document provides procedures for troubleshooting errors for Avaya Aura® System Managerand Avaya Aura® applications that System Manager supports.This document is intended for people who perform troubleshooting tasks.

Change historyThe following changes have been made to this document since the last issue:

Issue Date Summary of changes3 July 2019 Added the “Resetting the System Manager password” section.2 May 2016 • Added resolution for Appliance Virtualization Platform installation

failure.

• Added resolution for Solution Deployment Manager installationfailure.

• Added resolution for virtual machine deployment failures fromSolution Deployment Manager.

• Added procedure for uninstalling the Solution Deployment Managerclient.

• Added resolution for SSL validation failure error while accessing theAppliance Virtualization Platform host.

WarrantyAvaya provides a 90-day limited warranty on the System Manager software. For detailed termsand conditions, see the sales agreement or other applicable documentation. Additionally, for thestandard warranty description of Avaya and the details of support, see Help & Policies > Policies& Legal > Maintenance and Warranty Information on the Avaya Support website at http://support.avaya.com. For additional information, see Help & Policies > Policies & Legal >License Terms.

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For more details on the hardware maintenance for supported products, see http://portal.avaya.com/ptlWeb/services/SV0452.

Warranty

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Chapter 2: Solution Deployment Managerand Appliance VirtualizationPlatform errors

Troubleshooting Appliance Virtualization PlatformAppliance Virtualization Platform does not installPerform the following as appropriate:

• Ensure that you are connected to the services port on the server with the following networkconfiguration on the laptop:- IP address: 192.168.13.5- Netmask: 255.255.255.248- Gateway: 192.168.13.1

• Defective USB drive. Place the ks.cfg file on another USB and connect the USB to theserver

• Unsupported server: Release 7.0.1 does not support S8500 and S8800 servers. Change to aRelease 7.0.1 supported server.

• Duplicate IP address for Appliance Virtualization Platform management interface already onthe network. Remove the duplicate IP address and reinstall Appliance Virtualization Platform.

• USB stick left plugged in on HP servers. Remove the USB stick, and reboot the server.• Deployments take longer duration or fail. Ensure that the network settings and network

configuration is correct for the virtual machine that is being deployed.

Virtual machine deployment fails during the sanity check• Ensure that IP forwarding is enabled on Utility Services if you deploy virtual machines from

the services port with the Solution Deployment Manager client.• Ensure that System Manager Solution Deployment Manager or Solution Deployment

Manager client can connect to the management IP address of the application beingdeployed.

• Ensure that the server is physically connected. If Out of Band Management is enabled,ensure that the Appliance Virtualization Platform host and the virtual machines are deployedwith Out of Band Management configurations.

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Virtual machine deployment failsEnsure that you accept EULA by gaining access to Appliance Virtualization Platform using SSH,and accepting the EULA.

Cannot SSH to Appliance Virtualization PlatformSSH has shutdown. Activate SSH from Utility Services. For more information, see Activating SSHfrom Utility Services.

On the monitor, the screen displays a warning message in red and then goes blankDuring the Appliance Virtualization Platform installation, the monitor displays blank screen, whichis a normal behavior. No action is required.

Related linksActivating SSH from Utility Services on page 9Enabling IP forwarding using Services Port VM for Utility Services on page 10

Activating SSH from Utility ServicesAbout this taskFor security purpose, SSH access to Appliance Virtualization Platform shuts down in the normaloperation. You must activate SSH on Appliance Virtualization Platform.When you install or preinstall Appliance Virtualization Platform on a server, SSH is enabled. Afteryou accept the license terms during Appliance Virtualization Platform installation, SSH shuts downwithin 24 hours. After SSH shuts down, you must reactivate SSH by using the AVP_SSH enablecommand from Utility Services.

Before you beginStart an SSH session.

Procedure1. Log in to the Utility Services virtual machine running on Appliance Virtualization Platform

with an admin account.

2. Type cd /opt/avaya/common_services.

3. Type the following:lsAVP_SSH enable

Within 3 minutes, from Utility Services, the SSH service starts on Appliance VirtualizationPlatform and runs for two hours. After two hours, you must reactivate SSH from UtilityServices.

When SSH is enabled, you can use an SSH client such as PuTTY to gain access toAppliance Virtualization Platform on customer management IP address or the services portIP address of 192.168.13.6.

4. (Optional) To find the status of SSH, type AVP_SSH status.

Troubleshooting Appliance Virtualization Platform

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5. To disable SSH, type AVP_SSH disable.

Related linksTroubleshooting Appliance Virtualization Platform on page 8

Enabling IP forwarding using Services Port VM for Utility ServicesAbout this taskYou can access virtual machines on Utility Services by connecting a laptop to the Services PortVM. By default, the system enables IP forwarding. To configure IP forwarding manually, use theServices Port VM.

Note:For security reasons, you must always disable IP forwarding after finishing your task.

Procedure1. Start an SSH session.

2. Log in to Utility Services as admin.

3. In the command line, perform one of the following:

• To enable IP forwarding, type IP_Forward enable.

• To disable IP forwarding, type IP_Forward disable.

• To view the status of IP forwarding, type IP_Forward status.

ExampleIP_Forward enableEnabling IP ForwardingLooking for net.ipv4.ip_forward in /etc/sysctl.confStatus of IP Forwarding..Enabled

Related linksTroubleshooting Appliance Virtualization Platform on page 8

Unable to connect to Appliance Virtualization Platformhost from the vSphere client

ConditionThe vSphere client throws an SSL verification failure error when you gain access to the ApplianceVirtualization Platform host for which you regenerated the certificate.

Solution Deployment Manager and Appliance Virtualization Platform errors

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CauseThe vSphere client might use the old certificate of the Appliance Virtualization Platform host fromthe cache instead of the regenerated certificate.Use the following procedure if the system displays an SSL verification error when you gain accessto the Appliance Virtualization Platform host from the vSphere client.

Solution1. Restart the Appliance Virtualization Platform host.2. Using the vSphere client, gain access to the Appliance Virtualization Platform host.

Related linksRestarting the Appliance Virtualization Platform host on page 11

Restarting the Appliance Virtualization Platform hostProcedure

1. On the System Manager web console, click Services > Solution Deployment Manager,and then click VM Management.

2. In VM Management Tree, select a location.

3. On the Host tab, in the Host for Selected Location <location name>, select an ApplianceVirtualization Platform host.

4. Click More Actions > Host Restart.

The system restarts the Appliance Virtualization Platform host and virtual machines.

Related linksUnable to connect to Appliance Virtualization Platform host from the vSphere client on page 10

The Solution Deployment Manager client installation failsCausePort 443 that is required to install the Solution Deployment Manager client installation and use theSolution Deployment Manager functionality is busy.Applications such as Skype use port 443. You must release the port, and configure Skype to use adifferent port.

Solution1. To stop the Skype application, click Quit Skype.2. To configure Skype to use a different port, on the Skype interface, perform the following:

a. Click Tools > Connections options.

The Solution Deployment Manager client installation fails

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b. Clear the Use port 80 and 443 for additional incoming connections check box.c. In the left pane, click the Connections tab.d. In Use port for incoming connections field, provide a different port number.e. Click Save.

Uninstalling the Solution Deployment Manager clientAbout this taskUninstall the Solution Deployment Manager client before you install a new version of the client onyour computer.Use the procedure to uninstall the client manually if you are unable to remove the client by usingAdd/Remove Programs or Unistall or change a program from Control Panel\Programs\Programs and Features.

Procedure1. In the Run window, type services.msc, and stop the Solution Deployment Manager

service.

If the Solution Deployment Manager service does not stop properly, reboot the machine.

2. At the windows command prompt, log in as administrator, and type sc delete sdm todelete the Solution Deployment Manager service.

3. Delete following the registry entry:HKEY_LOCAL_MACHINE\SOFTWARE\Avaya\SDMClient

4. Delete the Solution Deployment Managerclient installation directory and the content in thedirectory.

If the client is installed at the default location, then delete C:\Program Files\Avaya\AvayaSDMClient.

5. Delete the Solution Deployment Manager client shortcut from the C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Avaya\AvayaSDMClient locationand the desktop.

Solution Deployment Manager and Appliance Virtualization Platform errors

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Chapter 3: Launching errors

System Manager Web Console fails to openSymptoms thatidentify the issue

System Manager Web console fails to open and does not display anyerror.

Cause of the issue If you log in to System Manager from the Web console when the CNDservice is not running, the login page fails to open and displays anerror message.

Proposed solutionProcedure

1. To start the CND service, enter service cnd start.

2. To start the jboss service, enter service jboss start.

Tip:

If you run the init 6 command, the system starts all services including CND.

Unable to gain access to the Web console of thesecondary System Manager

Symptomsthat identifythe issue

The system denies access to the Web console of the secondary server afterchanging IPFQDN on the primary System Manager server.

Cause of theissue

The system denies access to the secondary System Manager server whenyou perform the following steps:1. Log on to the primary System Manager and complete the following:

a. Convert the primary System Manager to stand-alone.

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For all Geographic Redundancy related procedures, see theGeographic Redundancy section in Administering Avaya Aura®

System Manager.b. Change the IPFQDN from System Platform Web Console.

2. Install the System Manager template on the stand-alone server that youdesignate as the secondary System Manager.

3. Configure Geographic Redundancy.4. On the primary System Manager, enable Geographic Redundancy

replication.5. Log on to System Manager Web Console of the secondary System

Manager.The system denies access to the Web condole of the secondary SystemManager server.

Proposed solutionProcedure

1. Start an SSH session.

2. On the secondary System Manager server, open the command prompt.

3. Run the following command:sh $MGMT_HOME/CommonConsole/fixSecondaryDashboardIssue.sh

The system displays the Web console of the secondary System Manager server.

Launching errors

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Chapter 4: Geographic Redundancy relatederrors

Geographic Redundancy configuration andreconfiguration operations fail

Configuration and reconfiguration of Geographic Redundancy operations performed from thesecondary System Manager server fail.

Related linksProposed solution on page 15

Proposed solutionAbout this taskWhen you configure or reconfigure Geographic Redundancy using the user password of theprimary System Manager server, the operation fails if the password includes an ampersand (&).

ProcedureLog on to the primary System Manager server, and change the user password to remove the &character.

This limitation applies only for configuring or reconfiguring Geographic Redundancy operations.Therefore, perform the step only when the primary System Manager user that is used to performone of these operations contains an & character in the password. After the operation is complete,you can change the password again to include & character.

Logon to System Manager Web Console failsThe primary System Manager and the secondary System Manager displays the Login page or aninappropriate page when power supply fails or when unexpected incident occurs.

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Related linksProposed solution on page 16

Proposed solutionProcedure

1. Perform the following steps on the secondary System Manager:

a. Install the System Manager template.

Ensure that the software version of the secondary System Manager server is thesame as the earlier System Manager version.

b. Configure Geographic Redundancy.

For instructions, see Administering Avaya Aura® System Manager.

2. Perform the following steps on the primary System Manager:

a. Install the System Manager template.

Ensure that the software version of the primary System Manager server is the sameas the earlier System Manager version.

b. Perform one of the following steps:

• Perform the cold Standby procedure and use the System Manager data that youlast restored.

For instructions, see Recovering the primary System Manager server from disastersection in Administering Avaya Aura® System Manager.

• If secondary System Manager server is running, perform the disaster recovery onprimary System Manager server.

For instructions, see Recovering the primary System Manager server from disastersection in Administering Avaya Aura® System Manager.

Multiple entries for the same Serviceability AgentAfter you migrate System Manager from System Platform to Virtualized Environment, theServiceability Agents page on System Manager Web Console might display duplicate entries ofthe same serviceability agent in the Agents list.

Related linksProposed solution on page 17

Geographic Redundancy related errors

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Proposed solutionBefore you beginStart an SSH session.

Procedure1. Log on to System Manager as root.

2. On the command line interface, run the following command available in the $MGMT_HOME/remoteSnmpConfig/utility location:recoverAgent.sh

3. At the prompt, enter the IP address of Serviceability Agent that has duplicate entries.

The system cleans up the corresponding serviceability agent entries from all the relatedtables. On next heartbeat from the serviceability agent, the system recreates the entry inthe System Manager database. On the Serviceability Agents page of System ManagerWeb Console, consider the entry of the serviceability agent as the new entry. You mustactivate the Serviceability Agent again. Any earlier log harvest request is lost and you mustcreate the request again.

Synchronizing mode for GR replication and datareplication

The system displays the same Synchronizing mode for the Geographic Redundancy replicationand data replication status.

Related linksProposed solution on page 17

Proposed solutionProcedure

1. Verify if the virtual FQDN and System Manager FQDN are the same.

The virtual FQDN and System Manager FQDN must be unique and different.

2. Install System Manager and provide unique and different values for VFQDN and SystemManager FQDN. For instructions, see Implementing Avaya Aura® System Manager.

Note:

If System Manager installation is not an option, contact Avaya Support Team for theresolution.

Proposed solution

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Geographic Redundancy reconfiguration failsThe Geographic Redundancy reconfiguration from the secondary server to the primary server failswith an error The primary server already had the secondary server IPconfiguration.

Related linksProposed solution on page 18

Proposed solutionProcedure

1. Log on to the Web console of the primary System Manager server.

2. Perform the following:

• Verify that the secondary System Manager server entry exists in the following locations:

- Services > Inventory > Manage Elements

- Administrators > Elements

• Click Services > Geographic Redundancy and verify that the Convert To Standalonebutton is enabled.

If the symptoms do not exist on the primary System Manager, contact the Avaya supportteam.

If the symptoms exist on the primary System Manager, continue with the next step.

3. Convert the primary System Manager server to the standalone server.

For instructions, see Administering Avaya Aura® System Manager.

4. Log on to the Web console of the primary System Manager server when the applicationserver starts.

5. On the Web console of the primary System Manager server that is converted to standaloneserver, verify that the secondary System Manager server entry is removed in the followinglocations:

• Services > Inventory > Manage Elements

• Administrators > Elements

6. Log on to the Web console of the secondary System Manager server.

7. Configure Geographic Redundancy.

For instructions, see Administering Avaya Aura® System Manager.

Geographic Redundancy related errors

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Managed by status is Unknown for Session ManagerOn Services > Inventory > Manage Elements of System Manager, when you select SessionManager and click Get Current Status, the system displays the Managed By status as Unknownand the Reachable status as Yes.

Related linksProposed solution on page 19

Proposed solutionProcedure

1. Verify if System Manager can resolve the IP address to FQDN for Session Manager.

This means, verify if you can reverse lookup Session Manager from System Manager. IfSystem Manager fails to resolve the IP address to FQDN, perform the next step.

2. Verify if System Manager can resolve the network configurations such as DNS IP addressentry for Session Manager.

3. If System Manager resolves network configurations, and Get Current Status still displaysthe Managed By status as Unknown and the Reachable status as Yes, contact AvayaSupport Team.

Geographic Redundancy replication status is Auto DisableIn the Secondary Server Configured area of the Services > Geographic Redundancy, theLast Action column displays Auto Disable.For details, click the Help icon. Auto Disable might be due to network connectivity errors. Also,click Services > Events > Alarms for alarms.

Related linksProposed solution on page 19

Proposed solutionProcedure

1. Enable the Geographic Redundancy replication. For instructions, see Administering AvayaAura® System Manager.

Managed by status is Unknown for Session Manager

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2. To report the error to Avaya Support Team, perform the following steps:

a. Log in to System Manager CLI as root.

b. Run the following commands:# sh /opt/vsp/collectLogs.sh -Db# sh validategeo.sh <IP address of secondary System Manager>

The collectLogs.sh script creates the LogsBackup_<time stamp>.tar.gzfile at the /tmp location.

c. Attach the log file and the output from Step 2 when you report the error.

System Manager fails to synchronize with theCommunication Manager main server settings

When the primary System Manager server and Communication Manager main server becomenonfunctional, the secondary System Manager server and Communication Manager survivablecore server become active. During the failback, to retain the administration changes made to theCommunication Manager main server and to avoid any data corruption on System Manager,perform the following procedure:

Solution1. Log on to the System Manager web console.2. On the User Management page, select the users that you added when the survivable core

server is active.3. Export users.

The system exports the users that you select to the XML and Excel file. The XML filecontains the name of the Communication Manager survivable core server. You mustchange the survivable core server name to point to the main server.For more information about exporting users in bulk, see Administering Avaya Aura®

System Manager for Release 7.0.1.4. To delete the users that you exported in Step 3, select the users, and click Delete.5. Open the XML or Excel file and change the Communication Manager name from the

survivable remote server to the main server.6. Import the users back on the primary System Manager server.7. On the Manage Elements page, delete the survivable remote server entry.

Geographic Redundancy related errors

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Chapter 5: Alarm errors

Alarms fail to reach ADC through SAL GatewaySymptoms thatidentify theissue

Alarms fail to reach ADC through SAL Gateway. However, events log inSystem Manager displays the generation of alarms.

Cause of theissue

When you configure System Manager as Managed Element for SALGateway, the system displays the following error message:Latest SAL model for System Manager is not pushed onthis System Platform box, current model shows asSystemMgr_2.0.0.1 As a result, you fail to enable theAlarm option.

Related linksProposed solution on page 21

Proposed solutionProcedure

1. Through the command prompt interface (CLI), log on to the Console Domain (C-dom) ofSystem Platform.

2. At the command prompt, enter the following commands:

• cd /opt/avaya/SAL/gateway/upgradeScripts• /upgradeSALModels.sh

The system populates the latest models. SAL Gateway automatically reflects the SolutionElement Identifiers (SEID) attached to the latest model.

3. Configure System Manager as managed element for SAL Gateway.

Alarms start flowing to ADC from System Manager.

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System Manager generates hundreds of alarmsSymptomsthat identifythe issue

The sys_ConfRefreshConfig job fails with the following errors in the jbossserver.log:• A scheduled job failed to execute. Please see logs for more details.• Illegal Argument Exception: Lookup is incorrect. Reason :

javax.naming.NameNotFoundException: conferencing-ear-6.0.0.0.267 notbound

Cause of theissue

.• Mismatch of version in the conferencing-ear file• If any SSL negotiation error occurs, the system logs any further database

queries in the postgres log files that causes the current issue.• If the system is a 6.0.x upgraded setup, mismatch of JNDI name between the

scheduler and Conferencing.

Related linksProposed solution on page 22

Proposed solutionIf you do not have Conferencing deployed in your environment, disable the job to stop the logs oralarms.

About this taskUse this procedure to disable a scheduled job.

Procedure1. Log on to System Manager web console as a user privileges to make changes on the

Scheduler Web page. For example, admin.

2. Click Monitoring > Scheduler.3. Click Pending Jobs and look for sys_ConfRefreshConfig.

The system schedules the sys_ConfRefreshConfig job to run once per minute. If you donot find this job in the list of pending jobs, it means the job is disabled.

4. Check the status of the sys_ConfRefreshConfig job in the Job Status column. If the statusis enabled, select the job and click More Actions > Disable.

The system disables the sys_ConfRefreshConfig job.

5. If you do not find the job on the Pending jobs page, click Completed jobs and search forthe job. Verify if the job is in disabled state. If the job is still in enabled state, repeat Step 4.

Alarm errors

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You must disable any on-demand jobs created for sys_ConfRefreshConfig from both thepending jobs and the completed jobs list.

6. If the system does not open the Completed jobs page due to the stale entries:

a. To delete the entries, enter the following command on the avmgmt database:

DELETE FROM Sched_Job_Status jobStatus WHEREjobStatus.status_Id NOT IN( SELECT status.status_Id FROMSched_Jobs jobs , Sched_Job_Status status WHERE jobs.job_Id =status.job_Id AND status.end_Time_Stamp = (SELECTMAX(st.end_Time_Stamp) FROM Sched_Job_Status st WHEREst.exit_Status NOT IN (0,1) AND jobs.job_Id = st.job_Id GROUPBY st.job_Id )) AND jobStatus.exit_Status NOT IN (0,1)

b. To verify the number of times the job gets executed, run the following query:SELECT count(*) from sched_job_status;

Verify that the value of the count is less. The completed jobs displays the list of alljobs that includes ConfRefreshConfig. If the ConfRefreshConfig job is in disabledstate, enable the job and allow the job to run twice.

The system stops the generation of alarms related to ConfRefreshConfig.

Related linksSystem Manager generates hundreds of alarms on page 22

Session Manager is unavailable in the ServiceabilityAgents list

After you migrate System Manager from System Platform to Virtualized Environment and registerthe Session Manager element with System Manager, the Serviceability Agents page on theSystem Manager Web Console does not display Session Manager in the Agents list.

Related linksProposed solution on page 23

Proposed solutionBefore you beginStart an SSH session.

Procedure1. Log on to Session Manager.

Session Manager is unavailable in the Serviceability Agents list

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2. On the command line interface of Session Manager, run the following command:service spiritAgent restart

The system starts the Serviceability Agent service and displays Session Manager in theAgents list on the Serviceability Agents page of System Manager Web Console.

Alarm errors

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Chapter 6: Certification errors

System Manager does not support third-party certificatesSymptoms that identify theissue

System Manager does not support third-party trustcertificates.

Related linksProposed solution on page 25

Proposed solutionBefore you begin

• Obtain the certificate that has the System Manager hostname as CN, and signed by the third-party Certificate Authority (CA).

• If required, store the third-party certificate and subordinate CA certificates in a PKCS#12container with the corresponding private key.

About this taskTo install and use the third-party certificate for System Manager Web interface, perform thefollowing high level steps:

Procedure1. Replace the System Manager Web server certificate with a third-party certificate.

2. Update the trust stores for internal services, clients, or managed elements with third-partyroot and subordinate CA certificate.

For more information, see Application notes for supporting third-party certificate in AvayaAura® System Manager 6.1 on the Avaya Support Site at http://support.avaya.com.

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Chapter 7: Bulk import and export errors

Import utility fails to import the users of specific time zoneSymptoms thatidentify the issue

Using the import utility, when you import the users with the (+01:00)Amsterdam, Berlin, Rome, Belgrade, Prague, Brussels, Sarajevo timezone, the system fails to import the user data.

Cause of theissue

Bulk import feature does not take the timezone string that the UserManagement page displays. Also, the bulk import feature expects thetimezone offset information to be present for the timezone attribute inimport XML file.

Related linksProposed solution on page 26

Proposed solutionThe system does not display the timezone information of the user that you import on the UserView profile page. Therefore, for each imported user, you must manually update the timezoneinformation.

Before you begin• Log on to the System Manager web console.• Import the user data.

To import the user data, click Users > User Management > Manage Users and click MoreActions > Import Users.

ProcedureTo successfully import the users, perform one of the following procedures:

• Click Users > User Management > Manage Users and perform the following:

a. Select the user and click View.

b. On the User Profile View page, in the Time Zone field, ensure that the timezone offsetinformation is available. For example, (+01:00) Amsterdam, Berlin, Rome, Belgrade,Prague, Brussels, Sarajevo.

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• For each user, in the import XML file, remove the timeZone attribute tag. For example, remove:<timeZone>(+01:00) Amsterdam, Berlin, Rome, Belgrade, Prague, Brussels, Sarajevo</timeZone>

Microsoft Excel data link errorMicrosoft Excel 2010 displays a data link error.

Related linksProposed solution on page 27

Proposed solutionAbout this taskYou can ignore Data link error that Microsoft Excel 2010 displays. However, perform the followingprocedure to avoid this error the next time you open an Excel file.

Procedure1. On the Excel worksheet, close the warning message.

2. On the Data menu, click Edit Links.

3. On the Edit Links dialog box, click Startup Prompt.4. Click Don't display the alert and don’t update automatic links and click OK.

5. Click Close.

6. Save the Excel file.

7. Close the Excel file and open the file again.

The system does not display the data link error message now.

Microsoft Excel data link error

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Data entry warning in Microsoft ExcelThe data type of the cell in Excel is text. If you provide a number in the cell, Excel displays theNumber Stored as Text message. Ignore the warning and do not change the data type of thecell.

Related linksProposed solution on page 28

Proposed solutionAbout this taskYou can ignore data entry warning that Microsoft Excel 2007 or later displays. However, performthis procedure to turn off the warning message.

Procedure1. Based on the version, do one of the following:

• In Microsoft Office Excel 2007, click Excel Options.

• In Microsoft Office Excel 2010, click File > Options > Excel Options.

For other Microsoft Office Excel versions, use the appropriate options.

2. In Microsoft Office Excel 2010, in the left navigation pane, click Formulas and clear theNumbers formatted as text or preceded by an apostrophe check box.

3. Click OK.

Bulk import and export errors

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Chapter 8: Miscellaneous errors

Authentication of the LDAP user to System Manager failsSymptoms thatidentify the issue

Authentication of the LDAP user to System Manager fails.

Cause of the issue The customer LDAP has login names with DN in the format,cn=<loginname>,oc=<oc-value>,dc=<dc-value>,dc=<dc-value>. The login name does not have the domain information.

Related linksProposed solution on page 29

Proposed solutionUsing the Subject Mapping table, you can map an LDAP user to a System Manager user.Therefore, System Manager authenticates the LDAP username without @domain and then mapsto the correct user in System Manager.

Before you begin• Obtain the System Manager login name and the corresponding identities.• Log on to System Manager.

Procedure1. To map the users in the User Management and the LDAP, enter the user name in the

CSSecurityIdentity table.

2. To populate the CSSecurityIdentity table, use the bulk import functionality as shown in thesample XML file.<?xml version="1.0" encoding="UTF-8"?><delta:deltaUserList xmlns:delta="http://xml.avaya.com/schema/deltaImport" xmlns:tns="http://xml.avaya.com/schema/import" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://xml.avaya.com/schema/deltaImport userdeltaimport.xsd "> <delta:userDelta> <loginName>[email protected]</loginName> <securityIdentity> <identity>janedoe</identity> <realm>admin</realm>

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<type>principalname</type> </securityIdentity> </delta:userDelta></delta:deltaUserList>

SSO login to remote machine failsFor System Manager deployments that involve remote machines such as CS 1000 Servers andsolutions based on the System Manager Single Sign On (SSO) client, the Web-based Single SignOn between System Manager and the remote machine fails.During the data migration or IP-FQDN change, the system does not import the LDAP attribute thatcontains the SSO cookie domain value back to the directory. Therefore, the System Manager SSOlogin to the remote machine fails. Enable SSO after the data migration or the IP-FQDN change.

Related linksReimporting the SSO cookie domain value on page 30

Reimporting the SSO cookie domain valueProcedure

1. On the System Manager web console, click Users > Administrators.

2. In the left navigation pane, click Security > Policies.

3. In the section Single Sign-on Cookie Domain section, click Edit.4. In the Single Sign-on Cookie Domain field, select an appropriate domain based on the

FQDN of the servers that you deployed.

5. Click Save.

6. Log out and close all browser windows that you opened when you logged on to the SystemManager server.

7. To accept the updated cookies from the new Single Sign-On (SSO) cookie domain name,clear the browser cache.

Miscellaneous errors

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Resetting the System Manager password

Resetting the System Manager password from the SystemManager Web console

About this taskIf System Manager is configured with any other user having the System Administrator role, use thefollowing procedure to reset the password from the System Manager Web console.

Procedure1. On the web browser, type https://<Fully Qualified Domain Name>/SMGR, the

System Manager URL.

2. In the User ID field, type the user name having the System Administrator role.

3. In the Password field, type the password.

4. Click Log On.

5. On the System Manager Web console, click Users > Administrators > AdministrativeUsers.

6. On the Administrative Users page, in the User ID column, click on user id to resetpassword for the admin user.

7. On the User Details ( admin ) page, in the Password Reset section, perform the following:

a. In the Password field, type the password.

b. In the Re-enter password field, retype the password.

8. Click Commit to save the changes.

9. Log out after the password is reset.

Resetting the System Manager password using the local-loginworkflow

About this taskUse the following procedure to reset the password from the System Manager Web console usingthe local-login workflow.This procedure is applicable for System Manager Release 6.3.x and later.

Procedure1. On the web browser, type https://<Fully Qualified Domain Name>/local-

login, the System Manager URL.

Resetting the System Manager password

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2. If System Manager is on release:

a. 6.3.x to 7.0.x, enter the CLI admin user credentials.

b. 7.1.x and later, enter CLI user credentials that is created during deployment.

From System Manager Release 7.1.x and later the CLI default user admin is disabled.

3. On the Password Reset page, enter the credentials.

4. Click Save to reset the password.

5. Log out after the password is reset.

6. On the web browser, type https://<Fully Qualified Domain Name>/SMGR, theSystem Manager URL.

7. Log in to the System Manager Web console using the new credentials.

The System Manager Web console redirects to change the password.

8. Change the System Manager password and log in to Web console successfully.

Resetting the System Manager password through e-tokenAbout this taskUse the following procedure to reset the password through e-token.This procedure is applicable for System Manager from Release 6.2.x to 7.1.2.0.

Procedure1. On the web browser, type https://<Fully Qualified Domain Name>/, the System

Manager URL.

2. Log in to System Manager Web console with e-Token.

3. On the System Manager Web console, click Users > Administrators > AdministrativeUsers.

4. On the Administrative Users page, in the User ID column, click on user id to resetpassword for the admin user.

5. On the User Details ( admin ) page, in the Password Reset section, perform the following:

a. In the Password field, type the password.

b. In the Re-enter password field, retype the password.

6. Click Commit to save the changes.

7. Log out after the password is reset.

Miscellaneous errors

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Chapter 9: Element Manager errors

Removed Communication Manager reappears on SystemManager Web Console

Symptoms thatidentify theissue

Communication Manager that was removed earlier, reappears on SystemManager Web Console.

Cause of theissue

In System Manager, the problem occurs when:1. Two Communication Manager systems with the same name exists.2. Out of the two Communication Manager systems, you manually add one

system and the other system gets added from Services > Inventory >Inventory Management > Collect Inventory.

3. You remove the two Communication Manager systems.The system removes the entry of Communication Manager fromServices > Inventory > Manage Elements. However, System Managerstill displays the two Communication Manager voice systems on theServices > Inventory > Synchronization > Communication Systempage.

Related linksProposed Solution on page 33

Proposed SolutionAssume the IPTCM database has two entries of Communication Manager systems with rtsappids50 and 100. Use this procedure to remove the Communication Manager system with the rtsappid100 and reinstate the entry of the legitimate Communication Manager with rtsappid 50.

Procedure1. To set the rtsappid to null and the name to any arbitrary value for Communication Manager

that has rtsappid 100, run the following query:update ipt_cm set cmname='ABC',rtsappid= null where id = 100;

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2. To modify the IP addresses in the ipt_cm_conn table, run the following query:update ipt_cm_conn set ipaddress1='1.1.1.1' , ipaddress2='1.1.1.1' where id = 100;

3. To run the maintenance job for Communication Manager, on the System Manager WebConsole, click Services > Scheduler > Pending Jobs.

The system removes the entry cm_id=100 from the tables ipt_cm and ipt_cm_conn.

4. To add the entry of the Communication Manager system again, from Runtime TopologySystem (RTS), provide the IP address and the name of the legitimate CommunicationManager system.

Note:

If the details you enter does not match with the legitimate Communication Manager,the system adds a new entry for the Communication Manager in the ipt_cm table.

5. To retrieve the ID of Communication Manager that you entered in step 4, from therts_applicationsystem table, run the following query:select id,name from rts_applicationsystem;

The Communication Manager ID is the rtsappid for the ipt_cm table.

6. To update the rtsappid in the ipt_cm table with the ID you retrieved from the previous step,run the following query:update ipt_cm set rtsappid=? where id = 50;

Verify if the synchronization is working for Communication Manager.

The system modifies the rtsappid for Communication Manager.

Deletion of Communication Manager from SystemManager inventory fails

Symptoms thatidentify the issue

Deletion of Communication Manager from the System Manager inventoryfails if the Communication Manager system is part of an Uniform DialingPlan (UDP) Group.

Cause of theissue

When you attempt to delete Communication Manager from theSystemManager inventory, the system checks for the resource name UDP Groupinstead of UDP_Group. If the system fails to find UDP_Group,Communication Manager does not get deleted from the System Managerinventory.

Related linksProposed solution on page 35

Element Manager errors

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Proposed solutionProcedure

1. On the System Manager web console, click Services > Inventory.

2. In the left navigation pane, click Manage Elements.

3. To delete Communication Manager from the System Manager inventory that is part of aUDP group:

a. Select the check box for the Communication Manager system that has Type set toUDP_Group.

You set Type to UDP_Group from Users > Groups & Roles on the Groupmanagement page.

b. Click Delete.

Note:

Do not search for UDP Group.

Proposed solution

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Chapter 10: Resources

DocumentationThe following table lists the documents related to this product. Download the documents from theAvaya Support website at http://support.avaya.com

Documentnumber

Title Description Audience

DesignAvaya Aura® System ManagerOverview and Specification

Understand high-level productfeatures and functionality.

Customers andsales, services,and supportpersonnel

Implementation- Deploying Avaya Aura®

System ManagerDeploy the Avaya Aura® SystemManager virtual machine.

Implementationpersonnel

03-603793 Installing the Dell™PowerEdge™ R610 server,03-603793

Install the Dell™ PowerEdge™ R610server.

Implementationpersonnel

03-603799 Installing the HP ProLiantDL360 G7 server, 03-603799

Install the HP ProLiant DL360 G7server.

Implementationpersonnel

Maintenance and TroubleshootingMaintaining andTroubleshooting the HPProLiant DL360p G8 server

Maintaining and troubleshooting theHP ProLiant DL360p G8 Server.

Systemadministratorsand IT personnel

Maintaining andTroubleshooting the Dell™PowerEdge™ R620 server

Maintaining and troubleshooting theDell™ PowerEdge™ R620 Server

Systemadministratorsand IT personnel

AdministrationAdministering Avaya Aura®

System Manager for Release7.0.1

Perform administration tasks forSystem Manager and Avaya Aura®

applications that System Managersupports.

Systemadministrators

Related linksFinding documents on the Avaya Support website on page 37

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Finding documents on the Avaya Support websiteProcedure

1. Navigate to http://support.avaya.com/.

2. At the top of the screen, type your username and password and click Login.

3. Click Support by Product > Documents.

4. In Enter your Product Here, type the product name and then select the product from thelist.

5. In Choose Release, select an appropriate release number.

6. In the Content Type filter, click a document type, or click Select All to see a list of allavailable documents.

For example, for user guides, click User Guides in the Content Type filter. The listdisplays the documents only from the selected category.

7. Click Enter.Related links

Documentation on page 36

TrainingThe following courses are available on the Avaya Learning website at http://www.avaya-learning.com. After you log into the website, enter the course code or the course title in theSearch field and click Go to search for the course.

Coursecode

Course title Type

2007V/W What is New in Avaya Aura® Release 7.0.1 AvayaLive™ Engage Theory2008V/W What is New in Avaya Aura® Application

Enablement Services 7.0AvayaLive™ Engage Theory

2009V/W What is New in Avaya Aura® CommunicationManager 7.0

AvayaLive™ Engage Theory

2010V/W What is New in Avaya Aura® Presence Services7.0

AvayaLive™ Engage Theory

2011/V/W What is New in Avaya Aura® Session ManagerRelease 7.0.1 and Avaya Aura® System ManagerRelease 7.0.1

AvayaLive™ Engage Theory

2012V Migrating and Upgrading to Avaya Aura®

Platform 7.0AvayaLive™ Engage Theory

Table continues…

Training

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Coursecode

Course title Type

2013V Avaya Aura® Release 7.0.1 SolutionManagement

AvayaLive™ Engage Theory

1A00234E Avaya Aura® Fundamental Technology AvayaLive™ Engage Theory1A00236E Knowledge Access: Avaya Aura® Session

Manager and Avaya Aura® System ManagerFundamentals

AvayaLive™ Engage Theory

5U00106W Avaya Aura® System Manager Overview WBT Level 14U00040E Knowledge Access: Avaya Aura® Session

Manager and System Manager ImplementationALE License

5U00050E Knowledge Access: Avaya Aura® SessionManager and System Manager Support

ALE License

5U00095V Avaya Aura® System Manager Implementation,Administration, Maintenance, andTroubleshooting

vILT+Lab Level 1

5U00097I Avaya Aura® Session Manager and SystemManager Implementation, Administration,Maintenance, and Troubleshooting

vILT+Lab Level 2

3102 Avaya Aura® Session Manager and SystemManager Implementation and Maintenance Exam

Exam (Questions)

5U00103W Avaya Aura® System Manager 6.2 DeltaOverview

WBT Level 1

Viewing Avaya Mentor videosAvaya Mentor videos provide technical content on how to install, configure, and troubleshootAvaya products.

About this taskVideos are available on the Avaya Support website, listed under the video document type, and onthe Avaya-run channel on YouTube.

Procedure• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one

of the following actions:

- In Search, type Avaya Mentor Videos to see a list of the available videos.

- In Search, type the product name. On the Search Results page, select Video in theContent Type column on the left.

Resources

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• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor andperform one of the following actions:

- Enter a key word or key words in the Search Channel to search for a specific product ortopic.

- Scroll down Playlists, and click the name of a topic to see the available list of videosposted on the website.

Note:

Videos are not available for all products.

SupportGo to the Avaya Support website at http://support.avaya.com for the most up-to-datedocumentation, product notices, and knowledge articles. You can also search for release notes,downloads, and resolutions to issues. Use the online service request system to create a servicerequest. Chat with live agents to get answers to questions, or request an agent to connect you to asupport team if an issue requires additional expertise.

Support

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Index

Aactivate SSH from Utility Services ......................................... 9Agents list ............................................................................ 23Alarms fail to reach ADC through SAL ................................ 21alarms fail to reach ADC through SAL Gateway ..................21Appliance Virtualization Platform

restarting .......................................................................11troubleshoot ....................................................................8

Appliance Virtualization Platform host connection errors fromvSphere client ...................................................................... 10Authentication of the LDAP user to System Manager fails .. 29Auto Disable

Geographic Redundancy replication status ..................19

Ccannot access secondary System Manager after changingIPFQDN ............................................................................... 13cannot connect to Appliance Virtualization Platform host fromvSphere client ...................................................................... 10cannot gain access to secondary System Manager ............ 14changing IPFQDN ................................................................14command

service spiritAgent restart ............................................. 23Communication Manager

reappears after its removal from as managed element 33configuration and reconfiguration fail ...................................15cookie domain value

SSO .............................................................................. 30courses ................................................................................ 37

DData entry warning in Excel ................................................. 28Data entry warning in Microsoft Excel ................................. 28Data link error in Excel .........................................................27Data link error in Microsoft Excel ......................................... 27delete Communication Manager from Inventory that is part ofUDP ..................................................................................... 34delete Communication Manager from System Managerinventory that is part of UDP ................................................35

EEnabling ...............................................................................10Errors while connecting to Appliance Virtualization Platformhost from vSphere client ...................................................... 10Excel

Data entry warning ....................................................... 28Data link error ............................................................... 27

GGeographic Redundancy

configuration and reconfiguration fail ............................15configure and reconfigure operation fail ....................... 15reconfiguration fails ...................................................... 18

Geographic Redundancy replication status is Auto Disable 19GR replication and data replication status

Synchronizing ............................................................... 17

Hhundreds of alarms generated .............................................22

Iimport utility fails to import the users of specific time zone ..26IP forwarding ........................................................................10

LLDAP user authentication

to System Manager fails ............................................... 29legal notice ...............................................................................Login fails due to power failure ...................................... 15, 16

MManageability status

of Session Manager is Unknown .................................. 19multiple entries for the same Serviceability Agent ......... 16, 17

Pport 443 ................................................................................11power failure .................................................................. 15, 16proposed solution .................................. 22, 25, 26, 29, 33, 35

unable to access the System manager Web console ...13Proposed solution .......................................................... 18, 19

System Manager login failure ....................................... 16proposed solution for LDAP user authentication failure .......29Proposed solution for Synchronization mode for GR and datareplication ............................................................................ 17

Rreconfiguration of Geographic Redundancy fails .................18recoverAgent.sh .............................................................16, 17Reimporting SSO cookie domain value ............................... 30related documentation ......................................................... 36release port 443 ................................................................... 11

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Removed Communication Managerreappears on the System Manager Web Console ........33

reset admin user System Manager password ..................... 31reset System Manager password

through e-token ............................................................ 32using the local-login workflow .......................................31

resetting admin userSystem Manager password .......................................... 31

restarting, AVP ..................................................................... 11

SSAL Gateway

alarms fail to reach ADC ...............................................21SDM

uninstallation .................................................................12SDM client installation fails .................................................. 11secondary server

after changing IPFQDN ................................................ 13Serviceability Agent

multiple entries ....................................................... 16, 17service spiritAgent restart .................................................... 23Services Port VM ................................................................. 10Session Manager

unavailable in Serviceability Agents list ........................23Session Manager manageability status

Unknown .......................................................................19single sign-on cookie domain .............................................. 30Solution Deployment Manager client

uninstall ........................................................................ 12Solution Deployment Manager client installation fails ..........11SSH from Utility Services .......................................................9SSL verification failure for Appliance Virtualization Platformhost ...................................................................................... 10SSO cookie domain value ................................................... 30

reimport ........................................................................ 30SSO login .............................................................................30Status of GR replication and data replication

Synchronizing ............................................................... 17support .................................................................................39System Manager

does not support third-party certificates ....................... 25fails to synchronize with the Communication Managermain server settings ..................................................... 20generates hundreds of alarms ......................................22

System Manager does not support third-party certificates .. 25System Manager fails to detect the short hostname ............22System Manager login fails ............................................15, 16System Manager training .....................................................37System Manager Web Console fails to open .......................13

Ttroubleshoot

Appliance Virtualization Platform ....................................8defective USB .................................................................8duplicate IP address ....................................................... 8

UUnable to access System Manager Web Console ...............13Unable to access the System Manager Web console ......... 13Unable to delete Communication Manager from Inventory . 34Unable to delete Communication Manager from SystemManager inventory ............................................................... 35unable to gain access to secondary System Manager ........ 14uninstall

Application Enablement Services ................................. 12Avaya Aura applications ............................................... 12Avaya Aura Media Server .............................................12Branch Session Manager ............................................. 12Communication Manager ............................................. 12Engagement Deployment Platform ...............................12SAL ...............................................................................12SDM ..............................................................................12Session Manager ..........................................................12Solution Deployment manager client ............................12System Manager .......................................................... 12WebLM ......................................................................... 12

Utility Services ..................................................................... 10

Vvideos .................................................................................. 38

Wwarning

data entry in Excel ........................................................ 28warranty ................................................................................. 6

Index

July 2019 Troubleshooting Avaya Aura® System Manager 41Comments on this document? [email protected]