What's New in Applications Manager

If it is still not working, send Support Information File to appmanager-support@manageengine.com

Reason: You may have logged into Applications Manager with user access as 'Operator' or 'User'. With the Operator or User roles, you can only view Monitor details. You will not have the privilege to configure or edit the different components of the product.

Solution: To work with or configure the product, log in as 'Admin' user. For more information on user access, refer to the User Administration section in the User Guide .

This could be because the DNS name of the machine would not have been configured in their DNS Server. In this case, use the machines' IP Address to connect to the client.

Reason: Your PC's time zone ( eg: French ) is different from Applications Manager's java time zone (eg: GMT).

Solution: Follow the steps given below to set the Applications Manager's clock to a time zone different from that of the server time zone.

1. Stop Applications Manager using command "shutdownApplicationsManager.bat -force"

2. Edit the startApplicationsManager.bat / startApplicationsManager.sh file in Notepad/Wordpad present under the directory. In this file, add the entry -Duser.timezone=CET in the following lines (depending upon your time zone you have to use either EST / CST / MST / PST in the "-Duser.timezone" attribute)

In Windows (startApplicationsManager.bat)

start /B %JAVA_HOME%\bin\javaw -cp %CLASSPATH% -Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager -Djava.util.logging.config.file=%TOMCAT_HOME%\conf\logging.properties -Duser.timezone=CET -Dfile.encoding=UTF-8 -Dhttps.protocol=TLSv1.2,TLSv1.1,TLSv1 -Dcom.sun.jndi.ldap.object.disableEndpointIdentification=true -Dorg.apache.jasper.runtime.BodyContentImpl.LIMIT_BUFFER=true -Xms64m -Xmx1024m -XX:MetaspaceSize=64m -XX:MaxMetaspaceSize=256m -XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=%NMS_HOME%\heapdump com.adventnet.appmanager.server.startup.StartServer %exit_code% > %outfile%

In Linux (startApplicationsManager.sh file)

If Applications Manager is installed as a Windows service, you have to add a new entry in the /working/conf/wrapper.conf file as shown below:

# Java Additional Parameters
wrapper.java.additional.2=-Dfile.encoding=UTF-8
wrapper.java.additional.3=-XX:PermSize=64m -XX:MaxPermSize=128m
wrapper.java.additional.4=-Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager
wrapper.java.additional.5=-Djava.util.logging.config.file=apache/tomcat/conf/logging.properties
wrapper.java.additional.5=-Duser.timezone=CET

#Parameter to disable ldap endpoint identification

wrapper.java.additional.32=-Duser.timezone=CET

Start Applications Manager. Applications Manager's clock will now show French timezone.

Note: For Chennai, it should not be set as -Dtimezone=India/Chennai. Set it as -Dtimezone=IST. Take a backup of the appropriate files before the changes.

Solution:
Follow the steps given below to generate Support Information File (SIF) in Applications Manager:

• The log files are located in /logs directory. If the Logging level in Settings tab → Logging → is not 'Print all logs', then change it to 'Print all logs' and reproduce the issue once. Ignore this step if product GUI is not accessible.
• If the product is running and the web client is accessible, navigate to Settings tab → Support link → Create SIF link under Support Information table. Then fill up the required information and submit using the "Create Support Information File" button to create the file.
• To create support information file via command prompt with administrator permission, execute createSupportFile.bat or createSupportFile.sh (in case of Linux) file present under /bin directory. The support information file along with time stamp will be in /working/support directory.
• If the Support Information file is less than 2GB, upload it to ManageEngine Upload site. Do mention the issue and Ticket ID before uploading the file.

To migrate from one machine to a different machine, please follow the steps given here.

11. Applications Manager with PostgreSQL does not start and I get "PostgreSQL initialize Failed" error in \working\pgsql\data\amdb\pgsql_log\postgresql_[DD].txt file during startup. How can I fix this ?

Error:

FATAL: could not create semaphores: No space left on device

DETAIL: Failed system call was semget(xx, xx, xxxxx).

Reason: The reason could either be that there was no disk space or there were too many PostgreSQL connections open.

Solution: Check if sufficient free disk space is available for Applications Manager to start. Try stopping any old PostgreSQL instance or Applications Manager instance in the machine (if it is already running). Refer steps here for stopping old instances and then check if still the startup fails.

If you are still unable to start Applications Manager using bundled PostgreSQL, then send us the support information file.

Steps to change the password of a “Postgres” user account:

• Shut down Applications Manager.
• Open the Command Prompt as Administrator and go to the Applications Manager installation directory ($/working)
• Run startPGSQL.sh/startPGSQL.bat to start the PostgreSQL database. Example: Windows Command: \working\bin>startPGSQL.bat Linux Command: /working$./bin/startPGSQL.sh
• Once the server has started, go to the PostgreSQL directory and execute the following command to connect with postgres database: (Get the postgresql database running port from AMServer.properties file in /conf directory. Key is am.db.port) Windows Command: \working\pgsql\bin>psql -p 15432 -U postgres -h localhost -d postgres Linux Command: /working/pgsql/bin$./psql -p 15432 -U postgres -h localhost -d postgres
• Once connected with database, execute the following query: postgres=# ALTER USER postgres WITH PASSWORD ‘DBNewPwd’; postgres=# \q
• Go to the directory where Applications Manager is installed and open “database_params.conf” file under directory $/working/conf.
• Edit the following line and replace the existing password with new one: Existing Line : # login password for the database if any encryptedpassword eK6q1CJ9697s7O AppModules TopoDB-MapDB-EventDB-AlertDB-PollDB-PolicyDB-USERSTORAGEDB-ApplnDB Line with the new password : # login password for the database if any password DBNewPwd AppModules TopoDB-MapDB-EventDB-AlertDB-PollDB-PolicyDB-USERSTORAGEDB-ApplnDB
• Shut down Applications Manager again to terminate the existing database connection and restart it.

Windows

1. When I try and start the server from the command prompt, I get the following message "could Not Find \working\mysql\data\AMDB\STATSDATA*.* The system cannot find the file specified."

Solution: It is a simple warning message. You can ignore it.

2. I am unable to access Applications Manager web client through Internet Explorer browser. The error message says "your host name has non-standard characters".

Solution: Check if your host name contains any non-standard characters such as '_', ',', '.', or '@'. If any of these characters are present in your host name, Internet Explorer will block any attempts to set cookies on such domains.

Refer this link to know more about DNS naming conventions.

To access the Applications Manager web client, follow any of the steps given below:

• Access the web client through Firefox browser. Firefox supports host names with non-standard characters.
• Get a DNS alias to access the web client.
• Access the Applications Manager web client by replacing the host name with the IP address of the host.
• Rename the server where Applications Manager is installed.

3. I am unable to install or start the Applications Manager using Microsoft SQL Server database as backend.

Solution:
Complete the below troubleshooting steps:

1. On the Microsoft SQL server host go to Start → All Programs → Microsoft SQL server → Configuration Tools → SQL Server Configuration Manager → SQL Server services.

2. Make sure that below services are in 'Running' state:

• SQL Server
• MSSQL$ (Required when using a SQL server instance name)
• SQL Server Browser (Required when using a SQL server instance name)

3. In SQL Server Configuration Manager → SQL Server Network configuration → Protocols for MSSQLServer or SQLEXPRESS (or appropriate name of your SQL Server instance)

• Make sure that TCP/IP is enabled.
• Verify that the TCP/IP port of corresponding IP Address (s) is enabled & active and it is correct.

4. Configure the firewall (if any is present) to allow network traffic that is related to SQL Server and to the SQL Server Browser service

5. Open command prompt window and check if the appropriate port is listening in the Microsoft SQL server host using following command: netstat -an | find "1433"

Default port for SQL Server: 1433 (TCP)

Default port for SQL Server Browser: 1434 (UDP) (Required when using a SQL server instance name)

Note: If you are not using the default SQL server ports, then change the port number in the command as required instead of "1433".

6. Open command prompt in Applications Manager host and verify if you are able to connect to the SQL Server port using the following command: telnet SQL Server Hostname 1433

7. In case you have entered incorrect username or password or domain or instance name during installation, you can modify them using step 3 in following link: https://pitstop.manageengine.com/portal/en/kb/articles/how-do-i-migrate-the-ms-sql-db-used-by-applications-manager-to-another-ms-sql-server

8. You can choose default database collation as "SQL_Latin1_General_CP1_CI_AS" in the MS SQL Server. If you want to use different collation, choose any case insensitive database collation.

9. Send exact version of the MS SQL server and then open command prompt window in Applications Manager host and execute the MsSQLDebug.bat file from \bin\troubleshooting\ directory and copy the result to appmanager-support@manageengine.com

10. If you are using Windows Authentication for connecting to MS SQL database, then you have set the Authentication Mode of the SQL server from "Windows Authentication Mode (Windows Authentication)" to "Mixed Mode (Windows Authentication and SQL Server Authentication)". Learn more

11. If you are using NTLMv2 as security for the MS SQL database server, then open the database_params.conf file located under \working\conf\MSSQL\ directory using any text editor and add the following parameter as well in the connection string line: ;useNTLMv2=true

Example: url jdbc:jtds:sqlserver://localhost:1433/AMDB;appName=ApplicationsManager;useNTLMv2=true AppModules TopoDB-MapDB-EventDB-AlertDB-PollDB-PolicyDB-USERSTORAGEDB-ApplnDB

12. Please check if you have administrator privileges in the server where you are installing Applications Manager. Also, on the MS SQL server the database user should have administrator privileges.

Send support information file to appmanager-support@manageengine.com, the steps to create support information file is given in here.

• http://support.microsoft.com/kb/914277
• https://blogs.msdn.com/b/walzenbach/archive/2010/04/14/how-to-enable-remote-connections-in-sql-server-2008.aspx

Linux

1. While installing the bin files in Linux machines, the installation program quits abruptly without any message.

Reason: This occurs when the DISPLAY variable is not set.

Solution 1: If you are installing the product in a non-GUI environment, execute the bin file as given below:

Solution 2: If you are installing the product in a GUI environment, set the DISPLAY variable and then install the product.

Example:

export DISPLAY=localhost:0.0 [To set the DISPLAY variable]

xhost + [To provide permission for the remote hosts to open the GUI]

Solution:
For silent installation, execute the installer (.bin) file as below:

For eg: . /AppManagerXX$ ./ManageEngine_ApplicationsManager_64bit.bin -silent -options ismp_silent.txt

The options which you normally enter while installation is stored in a text (reference) file which is provided in the -Options flag. Check the attached sample reference files:

Or use the Reference Template file and modify it as per your installation requirements:

3. When trying to connect to the web client using http://hostname:9090, I get "Forbidden. You don't have permission to access / on this server." message. I've installed the product under /root.

Reason: As the product is installed in /root directory, you need to provide execute permission to /root to access the web client.

Solution: To provide permission use the following command (as superuser): chmod +x root from / directory

4. When the Applications Manager Server is started in Linux Machine with root user and then when it is restarted as normal user, the server doesn't get started.

Reason: This is because some of the files in /working/mysql/data/AMDB/ will have permissions for the root user only.

Solution: Give all permissions for all the files and folders in Applications Manager for normal user by using chmod command.

Reason: This could be because you are trying to install a 64 bit version of Applications Manager on a 32 bit OS. Please make sure the Applications Manager binary that you have downloaded matches that of the OS where you are trying to install it.

6. New installation with pgsql backend does not start. Logs show "could not bind IPv6 socket: Cannot assign requested address"

Solution: Please comment out or remove the IPv6 address entry in the /etc/hosts file and then try to restart the product.

Example:

#::1 localhost6.localdomain6 localhost6

Problem: Charts/Graphs display junk characters in several places.

Reason: Applications Manager uses core Microsoft text fonts in graphs and charts. These fonts may be missing from your Linux machine.

Solution: Install Microsoft fonts and then restart your machine.

Please try to complete the installation from command prompt itself using the below command:

LANG=en_US.UTF-8 ./ManageEngine_ApplicationsManager_64bit.bin -console