Troubleshooting

Use this topic to diagnose and correct problems that you experience with CMC. To know how to resolve or workaround your issue, browse through the following issues:

• HMC does not connect to Logstash over the 5044 port
• After upgrading HMC, status of Cloud Connector is either Inactive or Invalid Key
• Cloud Connector suddenly becomes inactive
• Secure connection failing in diagcloudconn
• Cloud Connector Start command is not working
• EP 2.0 app shows incomplete information warning on the EP 2.0 Inventory page

HMC does not connect to Logstash over the 5044 port

Symptom

The state of Cloud Connector in HMC is active, but the HMC status in the CMC portal is stale, that is, orange.

Probable root cause

The required firewall rules for Logstash connection were not set properly.

Environment

All HMC versions.

Resolution

Check the proxy or firewall settings to confirm whether the following actions are enabled:

1. Allow NON-HTTPS outbound connection to <logstash ip address or FQDN> and port as "5044".
2. Allow tunneling over the 5044 port and disable SSL interception.
3. Disable the SSL Intercept for <logstash ip address> and port as "5044".

After upgrading HMC, the Cloud Connector state is either Inactive or Invalid Key

Symptoms

• After upgrading the HMCs to V10R3M1060/MF79618, the Cloud Connector state is active for 1 - 2 hours, and then after running the restart command from the command line, the Cloud Connector state changes to Inactive.
• The Cloud Connector state might also change to Invalid Key even though the key is being copy-pasted from the site or being retrieved from SSH.

Probable root cause

You allowed only one IP address for the Cloudant URL and the iam.cloud.ibm.com URL, whereas these URLs may resolve to different IP address and different times.

Environment

All HMC versions.

Resolution

Change the firewall rules from single IP address to FQDN.

Cloud Connector state suddenly becomes Inactive

Symptom

The Cloud Connector state in HMC was Active, but suddenly the state changes to Inactive state. The HMC status in the CMC portal is stale, that is, orange.

Probable root cause

The access to the Cloudant URL from Cloud Connector was blocked for more than 5 minutes by an outage in your network.

Environment

HMC versions earlier than 1061.

Resolution

1. Fix your network outage.
2. Upgrade to HMC 1061. This version has extended time for withstanding network outage for 24 hours.

Secure connection failing in diagcloudconn

Symptom

A secure connection fails message is displayed on diagcloudconn along with the URL that failed to connect.

Probable root cause

Either the Portal URL or Cloudant URL is not accessible from Cloud Connector. This inaccessibility might be due to either the network rules or the certificate chain not being added to HMC trust store.

Environment

HMC 1060 and later.

Resolution

Customer should check the network rules. 2.Customer should add the certificate chain of the URL in HMC trust store for which ever URL is failing.

Cloud Connector Start command is not working

Symptom

When you run the Start command in Cloud Connector, it ends immediately.

Probable root cause

Cloud Connector is already up and running.

Environment

All HMC versions.

Resolution

Try using the Restart command instead of the Start command.

EP 2.0 app shows incomplete information warning on the EP 2.0 Inventory page

Symptom

Core Usage and Memory Usage columns display -- on the EP2.0 Inventory page. 
The following warning message is displayed: Incomplete information: metrics below reflect only systems reporting current usage (0/n systems).

Possible causes

1. Cloud Connector is disconnected.
2. HMC time is not synchronized with NTP.

Environment

All HMC versions.

Resolution

1. Check each HMC’s Cloud Connector connection. 
2. Use diagcloudconn on each HMC to identify connection issues and reconnect Cloud Connector.
3. Check the NTP configuration on each HMC and reconfigure if required.