This chapter provides iTivity troubleshooting information, including general recommendations and a listing of solutions for typical issues.
iServer Error Log
The iServer error log can be helpful in solving many issues, such as failed authentication of a user who is thought to have the proper permissions.
The log file shows the time and date of each entry, the program or process that added the entry, an iTivity error number and description of the error. In many cases, the operating system error number is also reported.
For authentication issues, the user id supplied is also listed. You can easily search the log file using the user id of the person that is having trouble authenticating with the iServer.
The location of the error log file depends on the iServer operating system.
On Windows 2003 Server, it is under the service or SYSTEM context:
Documents and Settings\LocalService\
On Linux, it is under the installation directory:
iServer Activity/Audit Log
The iServer activity log can also be very useful for troubleshooting. This file contains one line for each event or activity. The lines are comma delimited fields containing information about the event, which iManager and user caused the event, which Agent was involved, and so forth.
The iServer activity log is located under the installation directory.
On Windows 2003 Server, the typical location is:
On Linux, the typical location is:
Each line in the file begins with the numeric event id for the event. This field simplifies filtering of the raw activity log data for specific event types.
The event IDs and their meanings are presented in the following table.
This section lists some problems typically encountered in large iTivity deployments and the common solutions.
An iManager user is unable to connect to an iServer and receives the message that their user name or password is invalid.
· Verify that the iManager user is entering the correct user name and password. Verify the spellings and verify that CAPS LOCK is turned off.
· If authenticating against an Active Directory domain, verify that the iManager user is entering the name of the Active Directory domain before the user name.
Example: ACMENET\user name
An iManager user is unable to connect to an iServer and receives the message they are not authorized.
1. Verify username/password is a member of one of the groups listed below:
For Active Directory installations, verify that the iManager
user is specifying the domain name in front of his or her user name.
3. If iTivity Support Domains are in use, verify that the user name in question is a member of the support domain specified. Verify that the iManager user is specifying the correct support domain when authenticating to the iServer.
4. If Active Directory domain security groups are in use, insure that all of the groups have Domain Local scope (not System Local).
The iManager exhibits very slow performance when viewing Agent computers.
By far the most common cause of slow access to iTivity Agents is a slow network or Internet connection at the Agent system. This can often be difficult to diagnose directly, but becomes obvious when all of the Agent systems at the same site have slow access.
If other Agent systems at different sites are not exhibiting slow access, then it is likely the network or Internet connection at the Agent is the source of the problem.
Other Possible Solutions
1. Check the CPU load on the Agent system. Interactive access can be slowed when the CPU time surpasses 75% utilization on Linux or UNIX and 50% on Windows. The Windows Task Manager reports some kernel activities as idle time.
2. Check the CPU load on the iServer system. Interactive access can be slowed when the CPU time surpasses 75% utilization on Linux or UNIX and 50% on Windows systems. The Windows Task Manager reports some kernel activities as idle time.
The Live Support Agent or Admin Agent software is unable to establish a connection with the iServer
The resolution of this issues depends on the Agent type and may result from several factors.
Step 1: Verify the Correct Services and Processes are Running on the Agent.
Verify that the following services and processes are set and running as shown for each agent.
For the Windows Admin Agent
For the Windows Live Support Agent
Step 2: Verify that the Agent Can Reach the iServer Over the Network.
For Windows Agents
Open a Command Prompt window and enter use the telnet commands to test the outbound connection to the iServer (port 23800 or 443). You can enter either the name or IP address of the iServer, as in these examples:
telnet iserver.us.acme.com 23800
telnet iserver.us.acme.com 443
telnet 192.168.1.33 23800
telnet 192.168.1.33 443
If a black/blank screen is returned, the Agent can reach the iServer. If a connection refused message is returned, the Agent cannot reach the iServer. Investigate firewall settings on the Agent computer, network firewall, etc.
For the Unix/Linux Admin Agent
Confirm the transport port, which has default setting of 21800, is available.
· Stop the admin agent process
· Run the netstat command: netstat –an | grep 21800
If output returns anything other than the command prompt (#) something else on the server is using that port.
· If possible, configure the other software to use a different port.
· Or, edit the settings in the AdminAgent.conf file as follows:
· Change the transportPort and proxySVCport settings to another port number.
· Start the Admin Agent and attempt to connect.
If the above does not solve the problem:
If your Agent systems connect to the iServer using the iServer DNS name, confirm that the Linux/UNIX Server has DNS set properly:
As root: cd /etc
Add in the appropriate DNS servers. (to be obtained from your Internet Service Provider).
End users on Windows computers are unable to successfully perform one-click install of the Admin Agent or Live Support Agent.
This may be caused by a number of factors. Check all of the following solutions.
On the End-User Windows Computer
Anti-virus software. Disable any anti-virus software running on the Agent computer before deploying a one-click install.
Software firewall. Make sure any firewall software is disabled. Examples include: Windows Firewall, Norton Internet Security, Zone Alarm, McAfee Internet Security.
Hardware firewall. Review the settings on the hardware firewall. iTivity Agents need outbound connection on port 23800 or 443. The iManager uses port 25800.
Internet access. Verify access to the server that stores the one-click HTML files.
Routable IP address. Verify that the Windows network setup uses routable IP addresses.
TCP/IP Protocol. Make sure TCP/IP is enabled.
Popup Blockers. Make sure all popup blockers are disabled.
Active X. Make sure Active X is enabled in Internet Explorer.
User Permissions: Make sure the user has permission to install software and to review and disable the above mentioned items.
On the Web Server
If you are using a Windows 2003 server as the web server for serving the one-click install pages, make sure the following MIME types are present:
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