Troubleshooting¶
This section explains troubleshooting measures and methods used if a problem occurs during use of the SACM.
Control Panel Operations¶
Cannot enable check boxes in the service adaptor selection screen¶
If a distribution ID has not been mapped to an SA code, then you cannot select that SA code for operations or at the Reflect Config selection screen.
Cannot input the name of the Template or name of the Template Variable¶
The name of the Template and name of the Template Variable must be input using English letters and/or numbers (the first character must be a letter).
Failed to import Template CSV file¶
This is likely due to a format error or parameter error in the CSV file. Confirm the following items.
Are incompatible characters being used for the Variable name or Variable value?
Do the number of elements for each row and column match?
Are header character strings ([name], [default]) input in the required locations?
Have any Variable names been left empty?
Are any of the Variable names duplicated?
Do any of the Variable values exceed maximum values?
Service adaptor operations¶
Service adaptor connection failed¶
Refers to a situation where for some reason, the service adaptor connection is not completed successfully and the read storage process loops or boot process is not completed successfully.
First, use the Control Panel to confirm the service adaptor Reflect Config status. Icon meanings are as follows.
Status icons |
Icon meanings |
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Config unpulled |
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Config pulled |
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RS control being confirmed |
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RS control confirmed |
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Config being operated |
Also confirm the date and time for “Final Read Storage Time” and “Final Operation Allowed Notification Time” displayed under detailed information. The combined confirmation of this information will allow you to determine the current status of the service adaptor.
Status icons |
Date and time display |
Service adaptor status |
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The “Read Storage Time” indicates a date and time that is prior to the time at which the service adaptor was booted. |
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The “Read Storage Time” indicates a date and time that is after the service adaptor was booted but the “Final Operation Allowed Notification Time” indicates an earlier date and time. |
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The “Read Storage Time” indicates a date and time that is after the service adaptor was booted and the “Final Operation Allowed Notification Time” indicates an even later date and time. |
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Of the cases shown in this table, cases assumed to be actual problems are Case A and B. These cases are explained in further detail.
The RS-Pull failed
If RS-Pull fails, there is a possibility of one of the following problems. Confirm equipment operation status, line connection status, server configuration status as necessary while working to resolve these problems.
Not able to connect to the Internet from the service adaptor
A case where there is a problem with the access line (PPPoE, DHCP, etc.) of the environment to which the service adaptor is connected. In such cases, use the same measures that are used for normal Internet connection troubleshooting. Furthermore, as the service adaptor connects to the LS/RS, settings for the upstream router and firewall equipment must permit the service adaptor to conduct HTTPS communication (443/tcp).
The service adaptor is not running in SMFv2 mode
Certain equipment (SEIL series, etc.) have switches installed on the unit itself for setting whether or not the equipment runs in SMFv2 mode. For such equipment, confirm whether or not the equipment actually is running in SMFv2 mode. See the equipment manual regarding confirmation method details.
Config not being reflected
If the Reflect Config operation has never been run from the Control Panel for the service adaptor, then the config cannot be read and the boot process will not be completed successfully. In some cases, users may forget to run the Reflect Config process after editing a config.
Operation Connection Confirmation failed
The Operation Connection Confirmation is a phase for actually confirming whether or not Push operations from the RS are completed successfully while running a config that has been read from the RS by the service adaptor.
The Pull operation from the LS and RS are conducted using a preset config installed in the service adaptor and LS. However, it is important to note that the Operation Connection Confirmation operation uses the individual config read by each service adaptor from the RS to run the confirmation process.
In this case, there is a possibility of one of the following problems.
Cannot communicate with the RS using the config read from the RS
This case is applicable to the majority of situations. Confirm the following items.
Is a connection to the RS itself possible using the config read from the RS?
Are PPPoE account information, route settings, filter settings, etc. correct?
If connecting via an NAT, are upstream router settings appropriate?
Standby on service adaptor side is not functioning properly while running in fixed “Simple” mode
The operation connection formats for the Push operation are:
Simple
Tunnel
Either or these methods can be selected. When set to “Use Server Settings,” standard specifications enable automatic selection of either Simple or Tunnel as allowed connection method. When Simple is selected as the fixed method, then the service adaptor must be set up to receive an HTTPS connection (443/tcp) from the RS. In this case, you must confirm the service adaptor filter settings, upstream router and NAT settings, etc. Also, when Tunnel is selected, the service adaptor connects to the RS via an HTTPS connection so there are no particular restrictions.
Unable to conduct Heartbeat-based monitoring¶
Refers to a situation where for some reason, Heartbeat-based monitoring is not successful or a DOWN connection cannot be detected.
Two cases of problems related to Heartbeat-based monitoring are as follows.
Despite being connected, the system does not recognize the connection
Despite being disconnected, the system does not recognize the disconnection
These cases are explained in further detail.
Despite being connected, the system does not recognize the connection
In these cases, it is likely that the Heartbeat packet is not reaching the server. Confirm whether or not the Heartbeat packet is being filtered by the service adaptor, upstream router or firewall. If you configured the system according to the demo environment guide, UDP port 10010 is being used.
Despite being disconnected, the system does not recognize the disconnection
This problem should not occur under normal operating conditions. Also note that the time required to detect a disconnect will vary depending on server configuration and in some instances detection will take longer.
Push operation fails¶
Refers to a situation where for some reason, Push operations to the service adaptor are not successful.
The cause of a Push fail will vary depending on the connection status of the service adaptor. You can confirm the connection status of the service adaptor via the “Current Connect Mode” field in the Control Panel.
The cause of each status is explained below.
When connecting via Simple mode
For Simple mode, an HTTPS connection from the server to the service adaptor is initiated for each Push operation. Push confirmation is conducted immediately following boot but the Push operation will fail if afterwards there is a change in the connection status, changes are made to server adaptor settings or filter settings of the upstream router which causes the HTTPS connection to stop.
When connecting via Tunnel mode
The HTTPS connection is always on during boot so normally a Push operation failure should not occur.