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Hitachi Vantara Knowledge

Troubleshooting

Common problems and possible solutions are described in this module.

Accepting the SSL certificate in vRLI

Use the following guidelines and suggested steps to help resolve common failures when accepting SSL certificates.

  • Condition:

    When the vRLI is selected from the Navigator, UCP Advisor displays an error message instead of the vRLI logon screen.

  • What it Means:

    The SSL certificate has not been accepted for vRLI for this particular domain.

  • Corrective Action:

    The certificate must be accepted.

To accept the SSL certificate, follow these steps:

  1. Open another tab in the vRLI logon page.
  2. Enter the same vRLI IP address in the URL field (for example, https://<IP address>/).
  3. If the web browser does not automatically accept the SSL certificate, manually accept it.

Configuring vRLI

Use the following guidelines and suggested steps to help resolve common vRLI failures.

  • Condition:

    The vRLI configuration does not work.

  • What it Means:

    Incorrect vRLI IP address and credentials may have been entered.

  • Corrective Action:

    The credentials must be correct when deploying vRLI.

To configure vRLI, follow these steps:

  1. In the Navigator, click Administration.
  2. Click the Configuration tab.
  3. In the vRealize Log Insight area, click the plus (+) icon.
  4. Enter a host name or IP address.
  5. Enter a vRLI account name and password.
  6. Click OK.

Troubleshooting UCP Advisor session timeouts

Use the following guidelines and suggested steps to help resolve common failures when UCP Advisor session timeouts occur.

  • Condition:

    The UCP Advisor session suddenly stops because it has been idle for too long. An error message, similar to the following figure, might appear.

  • What it Means:

    The UCP Advisor plugin cannot access the web service.

  • Corrective Action:

    Restart the UCP Advisor web service.

To restart the UCP Advisor web service, follow these steps:

  1. From the taskbar, click Services.
  2. Right-click the Hitachi UCP Advisor Services Services entry, then click Restart.

If this symptom persists after you restart the UCP Advisor web service, confirm that the self-signed certificate used for HTTPS access exists. The certificate (UCPAdvisor.cer) should be located in <C:\Program Files\Hitachi\UCP Advisor\Cert>.

If the certificate does not exist in the folder, perform the following steps:

  1. Run the following PowerShell command:

    New-SelfSignedCertificate -CertStoreLocation cert:\localmachine\<My_DNS_hostname>

  2. Run the following PowerShell command:

    Export-Certificate -Cert (Get-ChildItem -Path cert:\LocalMachine\<My_DNS_hostname>\B6FA9B3A0FEB81E77BC0708 55) -FilePath "C:\Program Files\Hitachi\UCP Advisor\Cert\UCPAdvisor.cer"

  3. Restart the web service.

If the symptoms persist even after you create the certificate, clean up the SSL certificate for port 23011 by performing these additional steps:

  1. Run the following command to identify the SSL certificate:

    netsh http show sslcert ipport=0.0.0.0:23011

  2. Run the following command to remove the SSL certificate from port 23011:

    netsh http delete sslcert ipport=0.0.0.0:23011

  3. Delete the SSL certificate from the certificate store. Locate the SSL certificate with the thumbprint that matches the output Certificate Hash in the certificate store called Local Computer in the Certificates MMC snap-in.
  4. Delete the SSL certificate.
  5. Delete all files in the C:\Program Files\Hitachi\UCP Advisor\Cert folder.

Create and export a new self-signed SSL certificate by performing these steps:

  1. To create a new self-signed SSL certificate, run New-SelfSignedCertificate. The cmdlet outputs the new certificate thumbprint.
  2. In the PowerShell console Window, run the following cmdlet:

    New-SelfSignedCertificate -dnsname <host name> - CertStoreLocation cert:\LocalMachine\<My_DNS_hostname>

  3. To export the new self-signed SSL certificate as a .cer file from the certificate store, run the following command:

    Export-Certificate -Cert cert: \LocalMachine\<My_DNS_hostname>\ <New-SelfSignedCertificate_Thumbprint> -FilePath "C:\Program Files\Hitachi\UCP Advisor\ Cert\UcpAdvisor.cer"

  4. Restart the UCP Advisor web service.

Troubleshooting UCP Advisor after running the installer

Use the following guidelines and suggested steps to help resolve common UCP Advisor failures after running the installer.

  • Condition:

    After a successful UCP Advisor installation, you cannot access the Dashboard or launch a UCP Advisor instance.

  • What it Means:

    This may happen when one or more services required by UCP Advisor are not running.

  • Corrective Action:

    Verify that the required UCP Advisor services are all running. If the services are not running, start any stopped services with the following steps:

  1. From the taskbar, click Services.

    Verify that all of the following services are running:

    • Hitachi UCP Advisor Services
    • Hitachi vRO Converge Web Service
    • Hitachi UCP Advisor Hi-Track Web Service
    • Redis
    • Hitachi UCP VI Service
    • Hitachi Syslog Agent for vRLI
    • HiWatchdogServiceForUCPAdvisor
  2. If one of the services is not running, right-click on the service.
  3. Click Restart.

Troubleshooting vRealize Orchestrator

This section describes troubleshooting and recovery from vRealize Orchestrator errors under the current version of theUCP Advisor application.

  • Condition:

    After a successful UCP Advisor system creation and entering the UCP site, clicking vRealize Orchestrator under application generates an error.

  • What it Means:

    This might happen when vRealize Orchestrator is not configured with vCenter.

  • Corrective Action:

    Verify that vRealize Orchestrator is registered with vCenter server before invoking vRealize Orchestrator under the UCP Advisor application.

Troubleshooting slow performance

Use the following guidelines and suggested steps to help resolve common UCP Advisor slow performance issues.

  • Condition:

    You have successfully installed UCP Advisor, but performance for navigation and adding devices is slow.

  • What it Means:

    Frequently, this means that several UCP Advisor resources may be overloaded.

  • Corrective Action:

    Verify that UCP Advisor resources are not overloaded by following these steps:

  1. Verify that the Hypervisor is not overloaded to the point where the performance is degraded. If the Hypervisor is heavily loaded, consider moving the appliance to a host that is not as busy.
  2. Verify that an appropriate amount of free disk space remains.

Troubleshooting a system error when running Toolbox

This section discusses troubleshooting system errors while running Toolbox.

  • Condition:

    The installer stalls due to a nonspecific UCP system request error.

  • What it Means:

    This indicates the UCP web services have not started yet.

  • Corrective action:

    Run the Restart-Service HiUcpServices command. This is a PowerShell command.

Troubleshooting create command device failure from Toolbox

Use the following guidelines and suggested steps to help resolve device creation failures when using Toolbox.

  • Condition:

    The creation of devices with the Create command from within Toolbox fails when proxy setting are enabled.

  • What it Means:

    The creation of devices with the Create command is not allowed from within Toolbox when proxy settings are enabled.

  • Corrective action:

    Enable bypass proxy server for the local addresses option in the proxy settings.

Added storage command device not recognized by UCP Advisor Gateway VM

UCP Advisor Gateway VM does not recognize a new storage command device.

  • Condition:

    You have successfully added a storage command device. The UCP Advisor Gateway VM does not recognize the new storage command device.

  • What it Means:

    The UCP Advisor Gateway VM is not aware of the new storage command device.

  • Corrective Action:

    Restart the UCP Advisor Gateway VM.