Netcool/Impact

Troubleshooting Guide

IBM
 Note
Before using this information and the product it supports, read the information in "Notices".

Edition notice
This edition applies to version 7.1.0.29 of IBM Tivoli Netcool®/Impact and to all subsequent releases and modifications
until otherwise indicated in new editions.
References in content to IBM products, software, programs, services or associated technologies do not imply that they
will be available in all countries in which IBM operates. Content, including any plans contained in content, may change
at any time at IBM's sole discretion, based on market opportunities or other factors, and is not intended to be a
commitment to future content, including product or feature availability, in any way. Statements regarding IBM's future
direction or intent are subject to change or withdrawal without notice and represent goals and objectives only. Please
refer to the IBM Community terms of use for more information.
© Copyright International Business Machines Corporation 2006, 2023.
US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contract with
IBM Corp.
Contents

About this publication..........................................................................................vii

Intended audience..................................................................................................................................... vii
Publications................................................................................................................................................ vii
Netcool/Impact library......................................................................................................................... vii
Accessing terminology online............................................................................................................... vii
Accessing publications online.............................................................................................................. vii
Ordering publications ..........................................................................................................................viii
Accessibility............................................................................................................................................... viii
Tivoli technical training..............................................................................................................................viii
Support for problem solving......................................................................................................................viii
Obtaining fixes......................................................................................................................................viii
Receiving weekly support updates........................................................................................................ix
Contacting IBM Software Support ........................................................................................................ ix
Conventions used in this publication ......................................................................................................... xi
Typeface conventions ........................................................................................................................... xi
PDF code examples with single quotation marks................................................................................. xi
Operating system-dependent variables and paths..............................................................................xii

Chapter 1. Troubleshooting Netcool/Impact........................................................... 1

Accessibility issues...................................................................................................................................... 1
Reading code in the Policy Editor...........................................................................................................1
Authentication issues.................................................................................................................................. 1
Conflicts between users sessions occur when you log in to multiple web applications with the
same web browser............................................................................................................................ 2
Impact server is unresponsive...............................................................................................................2
Web Services connection fails with 'Certificate chaining error'............................................................ 2
Server fails to startup when using LDAP based authentication............................................................ 3
Error message when error in .jks file for web services..........................................................................4
SSL connection fails with a 'Peer not authenticated' error................................................................... 4
Character set and encoding issues..............................................................................................................5
PDF code examples with single quotation marks..................................................................................5
IBM Dashboard Applications Services Hub widgets display a mixture of languages ..........................5
Syntax error message for a missing library ...........................................................................................6
Syntax errors in a policy generated by the XinY policy wizard.............................................................. 6
Uploaded policies do not display correctly in the policy editor............................................................ 6
Modifying the character encoding for OSLC...........................................................................................7
Using special characters in OSLC and UI data provider policies...........................................................7
Oracle database table special characters issue.................................................................................... 7
Using reserved characters in OSLC and UI data provider policies........................................................8
Using special characters in column names........................................................................................... 9
Using special characters in column names output by the DirectSQL function.....................................9
Handling events which contain { character(s)....................................................................................... 9
Clustering and synchronization issues...................................................................................................... 10
Secondary member does not take over when Primary has OutOfMemoryError................................ 10
Error messages display when you access MWM in a cluster setup.................................................... 11
Data source replication fails................................................................................................................ 12
XML Wizard created data types not functioning on other cluster members...................................... 12
Operator view synchronization in a cluster configuration...................................................................12
Server cluster cannot synchronize if there is a large .type file............................................................13
Impact Cluster member will not start if Derby port is in use.............................................................. 13

iii
 Impact Clustering in slow network environments.............................................................................. 14
Policy Activator Service may not start automatically on failback....................................................... 15
Derby upgrade issues................................................................................................................................ 16
Derby upgrade...................................................................................................................................... 16
How to check the upgraded derby version.......................................................................................... 16
How to manually run a full upgrade of derby (FP15).......................................................................... 17
How to manually run a full upgrade of derby (FP14).......................................................................... 17
General Derby issues................................................................................................................................. 18
Resetting Impact Derby database....................................................................................................... 18
Slow JDBC calls to Derby..................................................................................................................... 18
How to clear disk space when reporting is enabled............................................................................19
Database size....................................................................................................................................... 20
Compress tables and update index statistics......................................................................................21
Database consistency.......................................................................................................................... 23
Rebuilding Derby indexes.....................................................................................................................25
What to do if Derby seems slow, locked, or blocked...........................................................................25
Derby logging........................................................................................................................................25
Increase data page cache (optional)................................................................................................... 28
Performing a database backup............................................................................................................ 28
General Netcool/Impact issues.................................................................................................................29
Errors in impact logs for data type.......................................................................................................29
Unable to run certain scripts on Solaris 10 the whoami command is not in the PATH
environment.................................................................................................................................... 30
Collecting log files for debugging.........................................................................................................30
Project deployment fails to promote a project in Netcool/Impact 7.1...............................................30
JMS messages fail to get sent..............................................................................................................31
System cannot handle a large SNMP table..........................................................................................31
Version control system displays a working copy directory name locked error message...................32
Data Items view cannot display all the data items............................................................................. 32
Removing hyperlinked text when editing policies in Internet Explorer..............................................33
Removing disassociated files that result from XinY policy................................................................. 33
Event isolation and correlation rules show a configuration error....................................................... 34
Services and Data Model tabs not releasing memory in IE10 and 11................................................34
How to see DASH user in Impact policy.............................................................................................. 34
jslib directory not exported by nci_export...........................................................................................35
REPORT_PurgeData policy fails to trigger........................................................................................... 35
Installation and upgrade issues................................................................................................................ 36
Impact Windows services are left on the system after uninstalling Impact...................................... 36
Cannot install or update Impact from Installation Manager that connects directly to Passport
Advantage........................................................................................................................................36
Netcool/Impact installation fails when Installation Manager is installed to a non-default
directory.......................................................................................................................................... 37
An internal error occurred on the User Registry panel........................................................................37
Unable to view the Netcool/Impact GUI on a Solaris installation...................................................... 37
Unable to connect to OMNIbus during install with valid credentials................................................. 38
Cannot find Netcool/Impact components to install after Installation Manager restarts...................38
Non-root user access to CD-ROM directory........................................................................................ 38
Installation Manager CRIMA1002W WARNING message.................................................................. 39
Cannot select another authentication option on the installation panel............................................. 39
Exception messages display in the server locale................................................................................ 39
Maintenance Window Management (MWM) does not work if the default cluster name is not
used................................................................................................................................................. 39
When you load the Configuration Documenter, the URL uses the GUI Server IP address instead
of the FQDN .................................................................................................................................... 40
Impact install on AIX failing when XPG_SUS_ENV is set to ON......................................................... 40
Silent install fails with IMPACTIN0275E............................................................................................. 41
Migration issues......................................................................................................................................... 41
Migrating from Netcool/Impact 5.1.1 FP2 (or later) to Netcool/Impact 7.1......................................41

iv
 Migration script does not allow the import of two instances to 7.1................................................... 42
The message "JAVA_HOME is not defined correctly" gets displayed when running the migrate
script................................................................................................................................................43
Networking and connectivity issues..........................................................................................................43
ActiveMQ Port conflict when JazzSM and Impact are on the same machine.................................... 43
Impact 7.1 connecting to MySQL database through ODBC................................................................ 45
Netcool/Impact GUI errors are displayed after you view the Cluster Status page............................ 45
GUI tabs display blank lists................................................................................................................. 45
JMS error when the Test Connection button is clicked multiple times.............................................. 46
Connection error in JRExec server ......................................................................................................46
Compiling nci_compliewsdl causes exception errors......................................................................... 46
Impact server binding to the wrong interface on a multi-networked machine..................................47
Impact IP Multipathing support...........................................................................................................47
Internal error on Sybase and ObjectServer DSA in Impact................................................................ 47
SNMP DSA is not sending traps........................................................................................................... 48
Test connection database error CTGBA0024E....................................................................................48
Oracle DSA does not configure with Oracle alias................................................................................ 48
ConfAuth4OMNIbus script fails with connection refused error at the updatePlugins step...............49
The SSL connection cannot be initialized CWWKO0801E...................................................................49
Operator View issues................................................................................................................................. 50
Operator View crashes......................................................................................................................... 50
Performance issues................................................................................................................................... 50
Impact server CPU spikes.................................................................................................................... 50
PolicyLogger issues....................................................................................................................................52
Policy log viewer window is not updating............................................................................................ 52
Policy logger not showing content....................................................................................................... 52
Event reading and processing issues........................................................................................................ 53
Events are processed twice................................................................................................................. 53
Understanding the Event Reader Log Messages................................................................................. 53
Data source updates are not picked up by database and OMNIbus event readers........................... 54
Flushing a Kafka topic to reset a listener.............................................................................................54
Web services issues...................................................................................................................................55
Web services error that can be ignored............................................................................................... 55
serviceNow forces Impact to qualify a soap response as being invalid............................................. 56
Web services failing to run................................................................................................................... 56
Web services library directory getting corrupted while replicating.................................................... 58

Appendix A. Notices............................................................................................ 59
Trademarks................................................................................................................................................ 60

v
vi
About this publication
The Netcool/Impact Troubleshooting Guide provides information about troubleshooting the installation,
customization, starting, and maintaining Netcool/Impact.

Intended audience
This guide is for administrators or advanced users wanting to troubleshoot the installation, use, and
configuration of Tivoli® Netcool/Impact.

Publications
This section lists publications in the Netcool/Impact library and related documents. The section also
describes how to access Tivoli publications online and how to order Tivoli publications.

Netcool/Impact library
• Administration Guide
Provides information about installing, running and monitoring the product.
• Policy Reference Guide
Contains complete description and reference information for the Impact Policy Language (IPL).
• DSA Reference Guide
Provides information about data source adaptors (DSAs).
• Operator View Guide
Provides information about creating operator views.
• Solutions Guide
Provides end-to-end information about using features of Netcool/Impact.

Accessing terminology online

The IBM® Terminology Web site consolidates the terminology from IBM product libraries in one
convenient location. You can access the Terminology Web site at the following Web address:
http://www.ibm.com/software/globalization/terminology

Accessing publications online

Publications are available from the following locations:
• The Quick Start DVD contains the Quick Start Guide. Refer to the readme file on the DVD for instructions
on how to access the documentation.
• IBM Knowledge Center web site at http://publib.boulder.ibm.com/infocenter/tivihelp/v8r1/topic/
com.ibm.netcoolimpact.doc6.1.1/welcome.html. IBM posts publications for all Tivoli products, as they
become available and whenever they are updated to the Tivoli Information Center Web site.
Note: If you print PDF documents on paper other than letter-sized paper, set the option in the File →
Print window that allows Adobe Reader to print letter-sized pages on your local paper.
• Tivoli Documentation Central at http://www.ibm.com/tivoli/documentation. You can access publications
of the previous and current versions of Netcool/Impact from Tivoli Documentation Central.

© Copyright IBM Corp. 2006, 2023 vii

 • The Netcool/Impact wiki contains additional short documents and additional information
and is available at: https://www.ibm.com/developerworks/community/wikis/home?lang=en#!/wiki/
Tivoli%20Netcool%20Impact/page/Overview%20and%20Planning

Ordering publications
You can order many Tivoli publications online at http://www.elink.ibmlink.ibm.com/publications/servlet/
pbi.wss.
You can also order by telephone by calling one of these numbers:
• In the United States: 800-879-2755
• In Canada: 800-426-4968
In other countries, contact your software account representative to order Tivoli publications. To locate the
telephone number of your local representative, perform the following steps:
1. Go to http://www.elink.ibmlink.ibm.com/publications/servlet/pbi.wss.
2. Select your country from the list and click Go.
3. Click About this site in the main panel to see an information page that includes the telephone number
of your local representative.

Accessibility
Accessibility features help users with a physical disability, such as restricted mobility or limited vision,
to use software products successfully. In this release, the Netcool/Impact console does not meet all the
accessibility requirements.

Tivoli technical training

For Tivoli technical training information, refer to the following IBM Tivoli Education Web site at http://
www.ibm.com/software/tivoli/education.

Support for problem solving

If you have a problem with your IBM software, you want to resolve it quickly. This section describes the
following options for obtaining support for IBM software products:
• “Obtaining fixes” on page viii
• “Receiving weekly support updates” on page ix
• “Contacting IBM Software Support ” on page ix

Obtaining fixes
A product fix might be available to resolve your problem. To determine which fixes are available for your
Tivoli software product, follow these steps:
1. Go to the IBM Software Support Web site at http://www.ibm.com/software/support.
2. Navigate to the Downloads page.
3. Follow the instructions to locate the fix you want to download.
4. If there is no Download heading for your product, supply a search term, error code, or APAR number in
the search field.
For more information about the types of fixes that are available, see the IBM Software Support Handbook
at http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html.

viii About this publication

Receiving weekly support updates
To receive weekly e-mail notifications about fixes and other software support news, follow these steps:
1. Go to the IBM Software Support Web site at http://www.ibm.com/software/support.
2. Click the My IBM in the toobar. Click My technical support.
3. If you have already registered for My technical support, sign in and skip to the next step. If you have
not registered, click register now. Complete the registration form using your e-mail address as your
IBM ID and click Submit.
4. The Edit profile tab is displayed.
5. In the first list under Products, select Software. In the second list, select a product category (for
example, Systems and Asset Management). In the third list, select a product sub-category (for
example, Application Performance & Availability or Systems Performance). A list of applicable
products is displayed.
6. Select the products for which you want to receive updates.
7. Click Add products.
8. After selecting all products that are of interest to you, click Subscribe to email on the Edit profile
tab.
9. In the Documents list, select Software.
10. Select Please send these documents by weekly email.
11. Update your e-mail address as needed.
12. Select the types of documents you want to receive.
13. Click Update.
If you experience problems with the My technical support feature, you can obtain help in one of the
following ways:
Online
Send an e-mail message to [email protected], describing your problem.
By phone
Call 1-800-IBM-4You (1-800-426-4409).
World Wide Registration Help desk
For word wide support information check the details in the following link: https://www.ibm.com/
account/profile/us?page=reghelpdesk

Contacting IBM Software Support

Before contacting IBM Software Support, your company must have an active IBM software maintenance
contract, and you must be authorized to submit problems to IBM. The type of software maintenance
contract that you need depends on the type of product you have:
• For IBM distributed software products (including, but not limited to, Tivoli, Lotus®, and Rational®
products, and DB2® and WebSphere® products that run on Windows or UNIX operating systems), enroll
in Passport Advantage® in one of the following ways:
Online
Go to the Passport Advantage Web site at http://www-306.ibm.com/software/howtobuy/
passportadvantage/pao_customers.htm .
By phone
For the phone number to call in your country, go to the IBM Worldwide IBM Registration Helpdesk
Web site at https://www.ibm.com/account/profile/us?page=reghelpdesk.
• For customers with Subscription and Support (S & S) contracts, go to the Software Service Request Web
site at https://techsupport.services.ibm.com/ssr/login.

About this publication ix

 • For customers with IBMLink, CATIA, Linux®, OS/390®, iSeries, pSeries, zSeries, and other support
agreements, go to the IBM Support Line Web site at http://www.ibm.com/services/us/index.wss/so/its/
a1000030/dt006.
• For IBM eServer™ software products (including, but not limited to, DB2 and WebSphere products
that run in zSeries, pSeries, and iSeries environments), you can purchase a software maintenance
agreement by working directly with an IBM sales representative or an IBM Business Partner. For more
information about support for eServer software products, go to the IBM Technical Support Advantage
Web site at http://www.ibm.com/servers/eserver/techsupport.html.
If you are not sure what type of software maintenance contract you need, call 1-800-IBMSERV
(1-800-426-7378) in the United States. From other countries, go to the contacts page of the
IBM Software Support Handbook on the Web at http://www14.software.ibm.com/webapp/set2/sas/f/
handbook/home.html and click the name of your geographic region for phone numbers of people who
provide support for your location.
To contact IBM Software support, follow these steps:
1. “Determining the business impact” on page x
2. “Describing problems and gathering information” on page x
3. “Submitting problems” on page x

Determining the business impact

When you report a problem to IBM, you are asked to supply a severity level. Use the following criteria to
understand and assess the business impact of the problem that you are reporting:
Severity 1
The problem has a critical business impact. You are unable to use the program, resulting in a critical
impact on operations. This condition requires an immediate solution.
Severity 2
The problem has a significant business impact. The program is usable, but it is severely limited.
Severity 3
The problem has some business impact. The program is usable, but less significant features (not
critical to operations) are unavailable.
Severity 4
The problem has minimal business impact. The problem causes little impact on operations, or a
reasonable circumvention to the problem was implemented.

Describing problems and gathering information

When describing a problem to IBM, be as specific as possible. Include all relevant background
information so that IBM Software Support specialists can help you solve the problem efficiently. To save
time, know the answers to these questions:
• Which software versions were you running when the problem occurred?
• Do you have logs, traces, and messages that are related to the problem symptoms? IBM Software
Support is likely to ask for this information.
• Can you re-create the problem? If so, what steps were performed to re-create the problem?
• Did you make any changes to the system? For example, did you make changes to the hardware,
operating system, networking software, and so on.
• Are you currently using a workaround for the problem? If so, be prepared to explain the workaround
when you report the problem.

Submitting problems
You can submit your problem to IBM Software Support in one of two ways:

x About this publication

 Online
Click Submit and track problems on the IBM Software Support site at http://www.ibm.com/software/
support/probsub.html. Type your information into the appropriate problem submission form.
By phone
For the phone number to call in your country, go to the contacts page of the IBM Software Support
Handbook at http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html and click the
name of your geographic region.
If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM
Software Support creates an Authorized Program Analysis Report (APAR). The APAR describes the
problem in detail. Whenever possible, IBM Software Support provides a workaround that you can
implement until the APAR is resolved and a fix is delivered. IBM publishes resolved APARs on the
Software Support Web site daily, so that other users who experience the same problem can benefit from
the same resolution.

Conventions used in this publication

This publication uses several conventions for special terms and actions, operating system-dependent
commands and paths, and margin graphics.

Typeface conventions
This publication uses the following typeface conventions:
Bold
• Lowercase commands and mixed case commands that are otherwise difficult to distinguish from
surrounding text
• Interface controls (check boxes, push buttons, radio buttons, spin buttons, fields, folders, icons,
list boxes, items inside list boxes, multicolumn lists, containers, menu choices, menu names, tabs,
property sheets), labels (such as Tip:, and Operating system considerations:)
• Keywords and parameters in text
Italic
• Citations examples: titles of publications, diskettes, and CDs
• Words defined in text (example: a nonswitched line is called a point-to-point line)
• Emphasis of words and letters (words as words example: "Use the word that to introduce a
restrictive clause."; letters as letters example: "The LUN address must start with the letter L.")
• New terms in text (except in a definition list): a view is a frame in a workspace that contains data.
• Variables and values you must provide: ... where myname represents....
Monospace
• Examples and code examples
• File names, programming keywords, and other elements that are difficult to distinguish from
surrounding text
• Message text and prompts addressed to the user
• Text that the user must type
• Values for arguments or command options

PDF code examples with single quotation marks

How to resolve issues with PDF code examples with single quotation marks.
Throughout the documentation, there are code examples that you can copy and paste into the product.
In instances where code or policy examples that contain single quotation marks are copied from the PDF
documentation the code examples do not preserve the single quotation marks. You need to correct them

About this publication xi

 manually. To avoid this issue, copy and paste the code example content from the html version of the
documentation.

Operating system-dependent variables and paths

This publication uses the UNIX convention for specifying environment variables and for directory notation.
When you use the Windows command line, replace the $variable with the %variable% for environment
variables and replace each forward slash (/) with a backslash (\) in directory paths. The names of
environment variables are not always the same in the Windows and UNIX environments. For example,
%TEMP% in Windows environments is equivalent to $TMPDIR in UNIX environments.
Note: If you are using the bash shell on a Windows system, you can use the UNIX conventions.
• On UNIX systems, the default installation directory is /opt/IBM/tivoli/impact.
• On Windows systems, the default installation directory is C:\Program Files\IBM\Tivoli\impact.
Windows information, steps, and process are documented when they differ from UNIX systems.

xii Netcool/Impact:
Chapter 1. Troubleshooting Netcool/Impact
The following troubleshooting tips and techniques apply to issues that can occur when running Netcool/
Impact.
Troubleshooting topics are grouped under the following categories:

Accessibility issues
This section describes how to resolve common issues relating to the accessibility in Netcool/Impact.

Reading code in the Policy Editor

To improve the readability of technical terms and acronyms used in Impact, you can add new entries to
the screen reader's dictionary.

Table 1. Technical terms

Actual Word Replacement word

!= does not equal

& ampersand

eval E val

ipl IPL

json JSON

roi ROI

uri URI

url URL

EAT EAT

IST IST

ROK ROK

AET AET

nth enth

Authentication issues
This section describes how to resolve common issues relating to the authentication in Netcool/Impact.
See also the following IBM Support document: How to set up Mutual Authentication for a Netcool/Impact
Policy.

© Copyright IBM Corp. 2006, 2023 1

Conflicts between users sessions occur when you log in to multiple web
applications with the same web browser

Symptom
Session issues occur when you log in to multiple web applications in the same web browser.

Cause
If you log in to different web applications such as DASH and Netcool/Impact 7.1 in the same web browser
can overwrite of each other's sessions, causing login prompts to reappear. This occurs when the products
are on the same host name or when the SSO domain name is the same between the products, and SSO
is not actively being used or properly configured between the products. The LTPA token cookie for SSO is
being overwritten between the login sessions for the various web applications.

Resolution
Use one of the following solutions.
• Use a different web browser to access each of the individual web application.
• Install the web applications on different servers that contain a different host name.
• Change the SSO domain name to be unique between the two web applications. For more information
about the configImpactSSO script, see the Configuring single sign-on (SSO) topic in the Security
section of the Administration Guide.

Impact server is unresponsive

The impact server becomes unresponsive resulting from a conflict between the size of the connection
pool for the datasource and the maximum number of threads for the EventProcessor.

Symptoms
The impact server becomes unresponsive having run successfully for a number of days. The environment
meets the technical requirements for the product and the number of policies running is low.

Cause
This issue can result from a conflict between the size of the connection pool for the datasource and the
maximum number of threads for the EventProcessor.

Resolution
Ensure that the size of the connection pool configured for the datasource is greater than the maximum
number of processing threads in the EventProcessor.

Web Services connection fails with 'Certificate chaining error'

The connection from Web Services to an external system over HTTPS results in a 'Certificate chaining
error' error.

Symptom
The following error message is printed in the SystemOut.log file:

HttpMethodDir I org.apache.commons.httpclient.HttpMethodDirector
executeWithRetry I/O exception (org.apache.axis2.AxisFault) caught when processing request:
com.ibm.jsse2.util.g: PKIX path building failed: java.security.cert.CertPathBuilderException:

2 Netcool/Impact:
 PKIXCertPathBuilderImpl could not build a valid CertPath.; internal cause is:
java.security.cert.CertPathValidatorException: The certificate issued by
CN=XXXXXX, OU=CAs, OU=PKI, OU=XXX, O=XXX, C=AU is not trusted; internal cause
is:
java.security.cert.CertPathValidatorException: Certificate chaining error

Cause
The 'Certificate chaining error' indicates that the intermediate certificate or certificates are not installed
on the server. If a certificate is not a self-signed/root certificate it requires that intermediate certificates
are installed to link this certificate up to the root certificate authority.

Resolution
You must export the required intermediate certificates from the external system and add them to the
application server trust store.
• To export a intermediate certificate in Internet Explorer:
1. Go to Tools > Internet Options > Content > Certificates.
2. Select the certificate from the list and click Export to export it.
3. Choose the DER encoded Binary Format type, and the location where you want to export the
certificate.
4. Click Save.
• To export an intermediate certificate in Firefox:
1. Go to Tools > Options > Advanced.
2. In the Certificates tab, click View Certificates.
3. In the Authorities tab, select the certificate from the list and click Export... to export it.
4. Choose the X.509 Certificate (DER) type, and the location where you want to export the certificate.
5. Click Save.
You must now import the exported intermediate certificate by following the steps in the Enabling SSL
connections with external servers procedure in the Administration Guide.

Server fails to startup when using LDAP based authentication

Symptom
The impact server is unable to startup when you have setup a LDAP repository for authentication.

Cause
This issue can occur when using LDAP based authentication with more than one repositories, if any one of
them is unreachable (ex: Network cable is out, Network Interface card is corrupted etc).
Note: This is only if one or more LDAP servers are unreachable. In this case, even a ping from the machine
where Impact server is running to the target LDAP server machine hangs and never returns back.

Resolution
Once the network communication problem in the machine where LDAP server is setup gets resolved, it
should fix the Impact server startup issue. The other option is to comment out the rogue LDAP server
information from ldapRegistry.xml and only use the LDAP server which is running and reachable.

Chapter 1. Troubleshooting Netcool/Impact 3

Error message when error in .jks file for web services
If the following error message appears in the SystemOut.log file, it means there is an error with the .jks
file for web services. In that case, IBM support needs to find from the customer
1. The exact command used to create the .jks file.
2. Does the user in the wss.xml file match the user the server is requesting to authenticate?

0000002a CryptoFactory E org.apache.ws.security.components.crypto.CryptoFactory loadClass

Unable to instantiate (1): org.apache.ws.security.components.crypto.Merlin
java.lang.reflect.InvocationTargetException
at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
at sun.reflect.NativeConstructorAccessorImpl.newInstance(NativeConstructorAccessorImpl.java:39)
at
sun.reflect.DelegatingConstructorAccessorImpl.newInstance(DelegatingConstructorAccessorImpl.java
:27)
at java.lang.reflect.Constructor.newInstance(Constructor.java:513)
at org.apache.ws.security.components.crypto.CryptoFactory.loadClass(CryptoFactory.java:211)
at org.apache.ws.security.components.crypto.CryptoFactory.getInstance(CryptoFactory.java:176)
at org.apache.ws.security.handler.WSHandler.loadEncryptionCrypto(WSHandler.java:396)
at org.apache.ws.security.handler.WSHandler.doSenderAction(WSHandler.java:140)
at org.apache.rampart.handler.WSDoAllSender.processBasic(WSDoAllSender.java:201)
at org.apache.rampart.handler.WSDoAllSender.processMessage(WSDoAllSender.java:64)
at org.apache.rampart.handler.WSDoAllHandler.invoke(WSDoAllHandler.java:72)
at org.apache.axis2.engine.Phase.invoke(Phase.java:318)
at org.apache.axis2.engine.AxisEngine.invoke(AxisEngine.java:360)
at org.apache.axis2.engine.AxisEngine.send(AxisEngine.java:525)
at org.apache.axis2.description.OutInAxisOperationClient.send(OutInAxisOperation.java:401)
at
org.apache.axis2.description.OutInAxisOperationClient.executeImpl(OutInAxisOperation.java:228)
at org.apache.axis2.client.OperationClient.execute(OperationClient.java:163)
at
opdingprovider.DiagnosticsManagementProviderServiceStub.executeDiagnostics(DiagnosticsManagement
ProviderServiceStub.java:241)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at
com.micromuse.common.parser.internal.core.functions.WebServiceInvoker$1.call(WebServiceInvoker.j
ava:72)
at java.util.concurrent.FutureTask$Sync.innerRun(FutureTask.java:303)
at java.util.concurrent.FutureTask.run(FutureTask.java:138)
at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:439)
at java.util.concurrent.FutureTask$Sync.innerRun(FutureTask.java:303)
at java.util.concurrent.FutureTask.run(FutureTask.java:138)
at com.micromuse.common.util.concurrent.TrackingExecutor$1.run(TrackingExecutor.java:105)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(ThreadPoolExecutor.java:895)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:918)
at java.lang.Thread.run(Thread.java:682)
Caused by: org.apache.ws.security.components.crypto.CredentialException: Failed to load
credentials. Inner Exception: [jks not found]
at org.apache.ws.security.components.crypto.AbstractCrypto.load(AbstractCrypto.java:144)
at org.apache.ws.security.components.crypto.AbstractCrypto.<init>(AbstractCrypto.java:97)
at org.apache.ws.security.components.crypto.Merlin.<init>(Merlin.java:65)

SSL connection fails with a "Peer not authenticated" error

Connections to an external system over HTTPS results in a certificate chaining error.

Symptoms
When attempting to connect to an external target over SSL, the connection fails with the following
exception:

javax.net.ssl.SSLPeerUnverifiedException: peer not authenticated

4 Netcool/Impact:
 Cause
This exception indicates that the Java application's truststore was unable to validate the certificate chain.
This can occur when the external target's certificates have not been imported into the truststore or one or
more of the certificates have expired.

Resolution
Import the target certificate chain into the application truststore.
Use the steps in Enabling SSL connections with external servers procedure in the Administration Guide.

Logging
If the resolution fails, you can enable detailed logging for SSL connections.
1. Open the file: /opt/IBM/tivoli/wlp/usr/server/<cluster servername>/jvm.options
2. Add the following line:

-Djavax.net.debug=all

3. Save the changes and restart the server.

Note: Detailed logging should be output to /opt/IBM/tivoli/wlp/usr/server/<cluster
servername>/logs/trace.log. Logging will include details about the truststore and which certificates
are used to perform validation of the certificate chain.

Character set, encoding and special character issues

This section describes how to resolve common character set and encoding issues.

PDF code examples with single quotation marks

How to resolve issues with PDF code examples with single quotation marks.
Throughout the documentation, there are code examples that you can copy and paste into the product.
In instances where code or policy examples that contain single quotation marks are copied from the PDF
documentation the code examples do not preserve the single quotation marks. You need to correct them
manually. To avoid this issue, copy and paste the code example content from the html version of the
documentation.

IBM Dashboard Applications Services Hub widgets display a mixture of

languages

Symptom
In the IBM Dashboard Applications Services Hub, the widgets display a mixture of languages.

Resolution
1. For each Impact Server that is listed on the Connections page of Dashboard Applications Services Hub,
you need to connect to each server remotely.
2. Stop the GUI server and the Impact server.
3. Set the server locale to be whichever language you choose using the environment variables LANG and
LC_ALL. For example:

export LANG=ru_RU.UTF-8
export LC_ALL=ru_RU.UTF-8

Chapter 1. Troubleshooting Netcool/Impact 5

 4. Start both GUI and Impact servers.

Syntax error message for a missing library

How to resolve a syntax error message that indicates a missing library.

Symptoms
A policy file included in the $IMPACT_HOME/jslib directory has a syntax error because of a missing
curly brace } in a function. The error message reports this issue as a missing library.

Resolution
• If the library is not in the $IMPACT_HOME/jslib directory, copy the library to the $IMPACT_HOME/
jslib directory.
• If the library is in $IMPACT_HOME/jslib directory, then check the syntax of the policy file for the
missing curly brace } in a function.

Syntax errors in a policy generated by the XinY policy wizard

Syntax errors occur for a policy created using the XinY policy wizard.

Symptom
Create an XinY policy using the XinY policy wizard. Click the Check Syntax icon to check the policy syntax.
A Syntax Error window opens showing several syntax errors.

Resolution
This is an known issue. Ignore the information in the Syntax Error window. The policy works correctly.

Uploaded policies do not display correctly in the policy editor

How to resolve issues where uploaded policies do not display correctly in the policy editor.

Symptoms
A policy uploaded without an encoding option selected fails to render properly in the policy editor. The
policy displays with garbled or incomplete content.

Resolution
Before uploading a policy file, ensure that the file has been encoded as UTF-8 or one of the other
encoding options in the following list. When uploading a policy you must select the encoding option from
the list menu which matches the encoding of the policy file.
Supported encoding options:
• Unicode (UTF-8)
• Simplified Chinese (GB2312)
• Traditional Chinese (Big5)
• Japanese (EUC-JP)
• Japanese (Shift-JIS)
• Korean (EUC-KR)
• Western (Windows 1252)

6 Netcool/Impact:
 • Western European (ISO 8859-1)
• Eastern European (ISO 8859-2)
• Baltic (ISO 8859-4)
• Cyrillic (ISO 8859-5)
• Arabic (ISO 8859-6)
• Greek (ISO 8859-7)
• Hebrew (ISO 8859-8)
• Turkish (ISO 8859-9)

Modifying the character encoding for OSLC

You can change the default character encoding for OSLC if your specific circumstances require it. The
default character encoding value for OSLC is UTF-8. You only need to change this in very specific
circumstances.

Procedure
To change the character encoding, change the following statement in the NCI_oslc.props file:

impact.oslc.encoding=<Value>

where <Value> is the value that you want to use for character encoding. The default value is UTF-8.

Resolution

Using special characters in OSLC and UI data provider policies

You cannot use special characters like the comma (,) and ampersand (&) in policies that provide data to
the OSLC provider or the UI data provider because these characters are reserved.
Special characters like the comma and ampersand are reserved as special characters. You cannot use
these characters in policies that provide data to the OSLC provider or the UI data provider. To display a
different field name, use the AS keyword to replace the reserved characters.

Example
For example, add the following statement to a policy:

SELECT "My&Test" AS My_Test FROM test_table

The policy returns the field name My_Test instead of My&Test.

Oracle database table special characters issue

Symptom
Netcool/Impact Oracle DSA Datatype cannot discover the Base Table (schema or table). The Table name
is not listed and appears as a series of underscores.

Cause
The Table name contains a Special Character (non-alphanumeric).

Chapter 1. Troubleshooting Netcool/Impact 7

 Resolution
Netcool/Impact includes a Special Character handling capability:
Data Type configuration for an Oracle data source is broken by tables with $ characters.
The following code is the content of the file named database_specialchars.props, which you must
place in the $IMPACT_HOME/etc directory if the database tables or schemas contain special characters.

## START:
#
# The following 4 special characters are reserved and handled by IMPACT.
#
# If you would like to add another special character to avoid viewing the
# schema problem, please start from 5 and use different replace values.
#
# Adding additional characters will only handle the Data Type Configuration
# view, we don't support any other characters than the first four to get table
# information.

# If there is no special characters in the database schema, specialchar.num can

# be 0.
#
# NOTE: Character $ (dollar sign) is not considered as a special character,
# therefore do not include it in this list.

specialchar.num=0

specialchar.1=%
specialchar.replace.1=__PF__

specialchar.2=#
specialchar.replace.2=__BF__

specialchar.3=*
specialchar.replace.3=__SF__

specialchar.4=-
specialchar.replace.4=__DF__

## END

This file does not exist in Netcool/Impact by default and must be created using the User profile
used to install and run Impact. You can add to the file by incrementing the index value of
each additional special character being mapped or replaced, for example: specialchar.5=.
specialchar.replace.5=__FF__ .
The first four examples in the code are those most commonly encountered. The file is disabled by default
with specialchar.num=0. Edit this number to reflect the actual number of special characters being
mapped/replaced, for example: specialchar.num=5. Expand the code to include additional characters
(for example “.”, “!”) that are used within the table names and user names of the Oracle database schema.
Note: To read this file you must restart the Impact Server and the GUI Server to ensure that all
components are restarted and their configuration files are reread.

Using reserved characters in OSLC and UI data provider policies

You cannot use special characters like the comma (,) and ampersand (&) in policies that provide data to
the OSLC provider or the UI data provider because these characters are reserved.
Special characters like the comma and ampersand are reserved as special characters. You cannot use
these characters in policies that provide data to the OSLC provider or the UI data provider. To display a
different field name, use the AS keyword to replace the reserved characters.

Example
For example, add the following statement to a policy:

SELECT "My&Test" AS My_Test FROM test_table

8 Netcool/Impact:
 The policy returns the field name My_Test instead of My&Test.

Using special characters in column names

In certain specific circumstances, special characters in column names can create a problem for Netcool/
Impact. To correct this problem, you add the special character to the list of allowed special characters.

About this task

Using special characters in column names can create a problem for the SQL queries that are used
by Netcool/Impact. Netcool/Impact, in most cases, surrounds the column that contains the special
characters with double quotation marks to avoid this issue. However, if the particular character is
not listed in the impact.server.columns.reservedchars property in the NCI_server.props
configuration file, you must add it.

Procedure
1. To allow the handling of a special character in a column name, add the following statement to the
NCI_server.props configuration file:

impact.server.columns.reservedchars=<specialcharacters>

where <specialcharacters> are the characters that you want to add. For example, you can add
"[]=&@,$%*<>,-:;?!ߣ~§?+#./\\’(){}^ here.
2. Restart the Impact Server.

Example
The following example demonstrates how to add a list of special characters:

impact.server.columns.reservedchars = "[]=&@,$%*<>,-:;?!ߣ~§?+#./\\’(){}^

Using special characters in column names output by the DirectSQL function

Column names that are output by the DirectSQL function might contain special characters. This issue
can create a problem for the SQL queries that are used by Netcool/Impact.

Procedure
If you use the DirectSQL function in a policy to retrieve column names that contain special characters,
add a statement to the policy that changes the column name to a value that does not contain any special
characters.

Example
For example, add the following query to a policy that contains the DirectSQL function:

DataSource = "MYSQL_01";
Query = "select ID, SPECIAL^CASE as SPECIALCASE from table";
CountOnly = False;
DataItems = DirectSQL(DataSource, Query, CountOnly);

The query replaces the special characters with the new value.

Handling events which contain { character(s)

If the Key Field for an event contains a { character, then the following procedure is required, to enable
ReturnEvent(EventContainer) to run successfully from an Impact policy.

Chapter 1. Troubleshooting Netcool/Impact 9

 This is required because the JDBC driver considers anything that has '{ at the beginning to be a function
call, and so tries to parse it and is unable to do so, because it is an invalid function.

Procedure
Create, or edit, a file called <servername>_com.sybase.jdbc3.jdbc.SybDriver.props in the
$IMPACT_HOME/etc directory, where <servername> should be replaced by the server name of the
Impact Server. By default, this is NCI, i.e. NCI_com.sybase.jdbc3.jdbc.SybDriver.props
Add the following property to the file:

ESCAPE_PROCESSING_DEFAULT=false

Note: This change requires a server restart.

Note: This is required on all servers in a cluster.

Clustering and synchronization issues

This section describes how to resolve common clustering and synchronization issues.

Secondary member does not take over when Primary has OutOfMemoryError

Symptom
When a java process detects an OutOfMemoryError the process does not terminate. The default action
is to dump java core, Snap and heap dump (phd) files.
This can cause issues as the process continues to run, in a indeterminate state. In the case of a cluster,
the secondary memory cannot properly detect that the primary is not working.

Cause
This is because of standard JVM handling for OutOfMemory. The java process will continue to run in a
spurious state.

Resolution on Impact FP18 (with Java version 1.8.0_241)

If you are using Impact FP18 (with Java version 1.8.0_241) or later add the following to the
impact/wlp/usr/servers/<servername>/jvm.options file:

-XX:+ExitOnOutOfMemoryError

Then restart the server. JVM will now exit if an OutOfMemory condition occurs (either for Heap or Native
memory). It will not continue running while malfunctioning. Java core, phd and other files will be created
as normal for the OutOfMemory condition.

Resolution on earlier versions of Impact

To avoid this, a script can be run when the JVM detects an OOM. This script can perform any action i.e. it
could be used to send an alert, or it could kill the failing process, thus enabling the other cluster members
to take over cleanly.
To call a script on detection of an OutOfMemoryError, add the following to the jvm.options file for the
server.

-Xdump:tool:events=throw,filter=*OutOfMemoryError,exec=<full path to script>

10 Netcool/Impact:
 Note: Adding the above line does not override the default action of dumping the java core, Snap and
heap dump (phd) files. The script is run after the default dump action. However, depending on the system
resources, the dump action can take a long time. If this is not required, then include the following in the
jvm.options:

-Xdump:heap:none

i.e.

-Xdump:heap:none
-Xdump:tool:events=throw,filter=*OutOfMemoryError,exec=/opt/IBM/tivoli/impact/bin/
killImpactServer.sh

where /opt/IBM/tivoli/impact/bin/killImpactServer.sh has the code below. This is just a

sample file with the output redirected to a temp file called /tmp/g.

echo >> /tmp/g

echo ****************************** >> /tmp/g echo Handling OOM on Backend Server
>> /tmp/g date >> /tmp/g
echo >> /tmp/g
echo Killing Process $PPID >> /tmp/g kill $PPID >> /tmp/g
sleep 10
kill -9 $PPID >> /tmp/g date >> /tmp/g
echo ****************************** >> /tmp/g

This kills the process as soon as an OutOfMemory condition occurs. Note: The script first tried to kill the
process cleanly. After 10 second it runs kill -9. This will terminate the process immediately without giving
the process the chance to cleanup.
Sample output in /tmp/g

------------------------------
Handling OOM on Backend Server Thu Aug 15 00:06:41 PDT 2019
Killing Process 5213
Thu Aug 15 00:06:46 PDT 2019
------------------------------

Error messages display when you access MWM in a cluster setup

Problem
In the Maintenance Window Management UI, the following message is displayed.
Error. The SoapORBClient operation failed. Please check the server log.

The impactserver.log shows the following errors.

ERROR [SoapManagerFacadeImpl] Could not run policy Opview_onetwins
com.micromuse.response.common.PolicyProcessingException: null in Opview_onetwins..

Resolution
In the MWM project, update the MWM policies, by replacing the getClusterName() function calls with their
actual cluster name as a string.
For example: Replace getClusterName() with NCICLUSTER where NCICLUSTER is the cluster name.
The following policies must be updated:
• Opview_onetwins
• Opview_openwins
• Opview_rdomwins
• Opview_rdowwins
• Opview_rwdomwins

Chapter 1. Troubleshooting Netcool/Impact 11

Data source replication fails
How to resolve data source replication for EventRulesDB, SCR_DB, and EIC_alertsdb data sources.

Symptom
In a clustered environment, replication of the EventRulesDB, SCR_DB, and EIC_alertsdb data sources
fails. The errors appear in the impactserver.log of the primary server.

Cause
Encrypted password cannot be transmitted from the primary server to the secondary server. The
installation program does not ask for passwords for the following data sources:
• EventRulesDB
• SCR_DB
• EIC_alertsdb

Resolution
Edit the data sources in the UI and provide a value for the password field. If you are not planning to use
these data sources, you can set the password field to be empty or any value and save these data sources.

XML Wizard created data types not working on other cluster members
After running the XML Wizard, the XML data types created by the primary cluster member can be found on
the other cluster members.

Symptom
XML data types appear on the other cluster member. However, they do not work with the policies,
whenever any of the non-primary cluster members becomes the primary member.

Resolution
After using the XML Wizard to create the XML data types, you must manually update all of the other
cluster members in either of the following configuration files:
• $IMPACT_HOME/dsa/XmlDsa/XmlHttpTypes
• $IMPACT_HOME/dsa/XmlDsa/XmlFileTypes
This can be done by manually copying the XmlHttpTypes and XmlFileTypes configuration files from the
primary server (or from the location where the wizard was run) and replacing them with the files in the
$IMPACT_HOME/dsa/XmlDsa/ directory of the other cluster members.
The data sources and data types are overwritten but the XmlHttpTypes and XmlFileTypes configuration
files are not.
Only Policies, Data Sources, Data Types, and Services are replicated between cluster members.

Operator view synchronization in a cluster configuration

Operator view does not display correctly on the secondary sever while open for editing on the primary
sever.
An operator view is open for editing on a primary server. The secondary server has been offline and
comes back online and completes synchronization. The operator view shows in the secondary server user
interface.

12 Netcool/Impact:
 Symptoms
If a user selects the operator view and clicks View in the secondary server user interface the following
error message displays:
Error message: impact.opview.display.errmsg.nofile not found in:
ncimsgs.propsNCICLUSTER-myOpview.html

Resolution
If you have multiple GUI Servers running for load balancing in high availability mode then you will face
this issue.
Copy the .html file from $IMPACT_HOME/impact/opview/ in the GUI Server to the same directory in
the other GUI Servers. If a user selects the operator view and clicks View in the secondary server user
interface the operator view displays correctly.
In an instance where you have a split installation of the GUI Server and the Impact Server on different
machines, you must copy the files from $IMPACT_HOME/opview/displays and $IMPACT_HOME/
opview/assets to your directory.

Server cluster cannot synchronize if there is a large .type file

A very large .type file is not synchronizing in a clustered environment.
Set the following property in the $IMPACT_HOME/etc/<SERVER_NAME>_server.props file:

impact.cluster.readlimit=<number>

Where <number> can be 8192, 16384, 32768 and so on; the default value is 32768 if not specified.
After you add this parameter, or change its value, you should restart the server so that it picks up the
configuration change.
Note: Use this parameter only if a large .type file is not synchronizing in a clustered environment.

Impact Cluster member will not start if Derby port is in use

Symptom
Impact Derby database fails to start if the derby port is in use. The following message will be seen in the
impactserver.log file:

Could not listen on port <Derby Port> on host <Impact Host Name>:
java.net.BindException: Address already in use (Bind failed)
An exception was thrown during network server startup. DRDA_ListenPort.S:Could not listen on
port <Derby Port> on host <Impact Host Name>:
java.net.BindException: Address already in use (Bind failed)

By default, the derby listening port is 1527.

Cause
Impact has a ImpactDatabase Service which starts Derby. When this service is set to auto-start, Derby is
automatically started when the Cluster member starts up. On startup Derby listens on a port. If the port is
in use by a different process, then Derby cannot start successfully.

Resolution
1. Stop whatever process is using the Derby port to make it free.
Or

Chapter 1. Troubleshooting Netcool/Impact 13

 2. Switch Derby to use a different port by changing the appropriate entry in the impact/etc/ImpactDB.ds
file :

ImpactDB.Derby.PRIMARYPORT=1527
ImpactDB.Derby.BACKUPPORT=1527

Impact Clustering in slow network environments

Symptom
Clustering does not appear to work when there is a slow connection between Impact cluster members.

Cause
On startup, it takes time for the second cluster member to copy data from the primary Server.

Resolution
Monitor the impactserver.log file on both the Primary and Secondary to make sure the Primary is fully
up before starting the Secondary. Then make sure the Secondary is fully synchronised before stopping the
Primary.
For example, in a cluster with 2 members, NCIP (Primary) and NCIS (Secondary), wait for the following
message on the Primary before starting the Secondary.

INFO [ClusterMember] NCIP is now acting as primary cluster member INFO

[ImpactServerLibertyBean] Impact_instance_started_successfully
INFO [ImpactServerLibertyBean] Impact instance [NCIP] started successfully

Then when starting the Secondary, you will see many messages of files being synced over, i.e. policies,
services, data types etc. And finally the ImpactDB derby database.
Then when starting the Secondary, you will see many messages of files being synced over, for example
policies, services, data types and so on. Finally you will see a message indicating that the ImpactDB derby
database has been copied.
These are sample messages seen:

INFO [ClusterMember] Retrieving policy MWM

INFO [ClusterMember] Retrieving policy MWM_Add1TWin INFO [ClusterMember] Retrieving policy
MWM_AddRWin
...

INFO [ClusterMember] Retrieving type configuration info for TimeRangeGroup INFO [ClusterMember]
Retrieving type configuration info for Doc
INFO [ClusterMember] Retrieving type configuration info for Filter
...
INFO [ClusterMember] copyImpactDB from primary http://localhost:9080/db/ReplicationServlet?
code=-370919454&impactDB=ImpactDB.zip to /opt/IBM/tivoli/impact/db/NCIP/derby/ImpactDB.zip

To know when the Secondary is fully up and acting as a secondary, look for these messages on the
secondary server's impactserver.log file.

INFO [ClusterMember] convertRoleToSecondary: _primaryName: NCIP INFO [ClusterMember] About to

add cluster member NCIS
INFO [ClusterMember] Added as a cluster member: NCIS. Primary is: NCIP
...
INFO [ClusterMember] convertRoleToSecondary done.
INFO [ClusterMember] NCIS is now acting as Secondary cluster member. INFO
[ImpactServerLibertyBean] Impact_instance_started_successfully INFO [ImpactServerLibertyBean]
Impact instance [NCIP] started successfully

If the Primary is stopped, the Secondary will take over. To know when the take over is complete look for
this message:

14 Netcool/Impact:
 INFO [ClusterMember] Locking to become primary
INFO [ClusterMember] Starting to assume the primary role
INFO [ClusterMember] NCIS is now acting as primary cluster member

If the preferred Primary is then restarted, it will take back over as the Primary and the following will be
see in the impactserver.log file of the Primary.

INFO [ImpactServerLibertyBean] Impact_instance_started_successfully INFO

[ImpactServerLibertyBean] Impact instance [NCIP] started successfully
INFO [ClusterMember] Preferred primary now attempting to start in primary mode
INFO [ClusterMember] Attempt to convert to primary mode since the server is the preferred
Primary

Note: The GUI server should automatically switch to the acting Primary server. The browser should reflect
that. Sometimes is it necessary to clear the browser cache.

Policy Activator Service may not start automatically on failback

Symptom
On a cluster install on failback to primary, a policy activator service may not get started on the primary.

Cause
The activation interval of a policy is not observed across nodes in a cluster install.
If a primary cluster member executes a policy with a activation interval of 60 minutes,then if failover
occurs, then the policy will get executed straight away on the secondary.
If a policy is performing extensive updates and not finishing during the failback period, this causes the
service not to shut down.

Resolution
A fix released in 7.1 FP15 enables activation intervals to be observed across cluster nodes.
A configurable property in the policy activator service will denote if the last execution time for a policy
should be set.
The last execution time of the policy will be updated when the policy executes. The last execution time
will replicate to the secondary cluster member(s).
Before the policy is executed on Failover/Failback, the policy activator service will check if the last
execution time is greater than the current time less the activation interval, then skip the execution of the
policy this time around.
To ensure that the activation interval of a policy executed by a policy activator is observed across nodes in
a cluster install
On the primary, for policy activator service e.g: myActivatorService ensure that the activator service
is not locked in the GUI, check for a visible lock symbol.
Add the following two properties to the properties file for the service:
NCI1_myActivatorservice.props:

impact.myactivatorservice.checkpolicylastexecution=true
impact.myactivatorservice.policylastexecution=

Stop the cluster.

Start the primary, allow to start, then start the secondary.

Chapter 1. Troubleshooting Netcool/Impact 15

Derby upgrade issues
This section describes how to resolve common issues relating to the Derby upgrades in Netcool/Impact.

Derby upgrade
FP14 upgrades Derby JARs, and upgrades Impact Database management runtime, but performs a Soft
Upgrade of the actual Derby DB, from version 10.8 to 10.14.
FP15 performs a Full Upgrade of Derby DB. A full upgrade is a complete upgrade of the Derby database.
After FP15 successfully installs the Full version can be checked by connecting to the database with the
command-line client.

How to check the upgraded derby version

FP14 performs a Soft Upgrade of Derby, from version 10.8 to 10.14.
FP15 performs a Full Upgrade of Derby. A full upgrade is a complete upgrade of the Derby database.
After FP15 successfully installs, the full version can be checked by connecting to the database using the
command-line client.

$IMPACT_HOME/bin/nci_db connect

Specify the URL to connect to the database at the prompt. Replace HOSTNAME with the actual hostname.
The default password is used below. Adjust as appropriate. For example:

ij > connect ’jdbc:derby://HOSTNAME:1527/ImpactDB;user=impact;password=derbypass’;

Run the following command, at the prompt:

values syscs_util.syscs_get_database_property( 'DataDictionaryVersion' );
The example below shows the expected output: 10.14.

ij> values syscs_util.syscs_get_database_property( 'DataDictionaryVersion' ); 1

-------------------- 10.14
1 row selected

If the version returned is lower than 10.14, then it is advisable to manually upgrade the database; It is
required in an Cluster environment.
The Derby DB should be automatically upgraded during FP15. Look for the following in the
InstallationManager/logs/native logs to indicate a successful upgrade.

-update-derby-connection-info:
[copy] Copying 1 file to /opt/IBM/tivoli/impact/install/dbcore
[copy] Copying /opt/IBM/tivoli/impact/install/dbcore/CheckImpactDBVersion.sql to /opt/IBM/
tivoli/impact/install/dbcore/7.1.0.15_CheckImpactDBVersion.sql [echo] Performing Derby DB
upgrade on PRIMARY Derby DB
[echo] Performing Derby DB version status check [echo] Start the Derby DB
[echo] Query Derby DB for version level [echo] Stopping the Derby DB
[echo] sanitizing the CheckImpactDBVersion.sql and out files
[echo] Successful upgrade of Derby!!!

Also the following file, created by the FP Installer, can be checked: impact/logs/install/
CheckImpactDBVersion.out. The contents should look something like this:

Using /home/fyre/opt/IBM/tivoli/impact/install/configuration/../../install/dbcore/
7.1.0.15_CheckImpactDBVersion.sql as SQL source file for the Database. ij version 10.14
ij> -- ***************************************************** {COPYRIGHT-TOP-RM} ***
-- * Licensed Materials - Property of IBM
-- * "Restricted Materials of IBM"
-- * 5724-S43
-- *
-- * (C) Copyright IBM Corporation 2018. All Rights Reserved.

16 Netcool/Impact:
 -- *
-- * US Government Users Restricted Rights - Use, duplication, or
-- * disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
-- ***************************************************** {COPYRIGHT-END-RM} ***
-- This SQL file will check the version of ImpactDB Derby Database.
-- Connect to ImpactDB and perform a full upgrade of Derby Database:
connect 'jdbc:derby://empery1.fyre.ibm.com:1527/ImpactDB;user=impact;password=
DBPASSWORD ;'; ij> -- Verify that Derby Database has an upgraded version
values syscs_util.syscs_get_database_property('DataDictionaryVersion'); 1
------------------------------------------------------------------------------------------------
-------------------------------- 10.14
1 row selected ij>

Derby Database upgrade successful

If the installer was successful in upgrading Derby, it would have the 10.14 version, as well as the message
"Derby Database upgrade successful".

How to manually run a full upgrade of derby (FP15)

The following steps can be run against a FP15 Derby database.
1. Ensure the IMPACT_HOME is set correctly, i.e. export IMPACT_HOME = /opt/IBM/tivoli/
impact
2. Stop all Impact cluster members, including the Primary.
3. Run the following command, replacing NCI with the correct value for Impact Server name and impact/
derbypass with the correct derby user/password:

$IMPACT_HOME/sdk/bin/java -classpath $IMPACT_HOME/wlp/usr/servers/NCI/apps/NCI.ear/

nci.jar:$IMPACT_HOME/lib3p/derby.jar:$IMPACT_HOME/lib3p/derbyclient.jar:$IMPACT_HOME/lib3p
/derbyrun.jar:$IMPACT_HOME/lib3p/derbytools.jar -Dderby.system.home=$IMPACT_HOME/db/NCI/
derby -Dderby.user=impact -Dderby.password=derbypass
com.micromuse.response.service.ImpactDatabaseUpgrade

Note: It is expected to see this message:

Exception in thread "main" java.sql.SQLNonTransientConnectionException:
Database 'ImpactDB' shutdown
4. To check the version, run the command mentioned above, using nci_db.
5. Start all Impact cluster members, starting the Primary server first.

How to manually run a full upgrade of derby (FP14)

The following steps can be run against a FP14 Derby database.
1. Ensure the IMPACT_HOME is set correctly, i.e. export IMPACT_HOME = /opt/IBM/tivoli/
impact
2. Stop all Impact cluster members, including the Primary.
3. Navigate via the command line to the derby directory for the Primary Impact server, i.e. cd
$IMPACT_HOME/db/NCI/derby
4. From this directory, start the Apache Derby Network Server with the following command. Replace
HOSTNAME with the actual hostname. The default password is used below. Adjust as appropriate.

$IMPACT_HOME/sdk/bin/java -jar $IMPACT_HOME/lib3p/derbyrun.jar server start -h HOSTNAME -p

1527 -user impact -password derbypass &

5. Connect to the database with the command-line client.

$IMPACT_HOME/bin/nci_db connect

6. Specify the URL to connect to the database at the prompt, including upgrade=true. Replace
HOSTNAME with the actual hostname. The default password is used below. Adjust as appropriate.
For example:

Chapter 1. Troubleshooting Netcool/Impact 17

 ij > connect ’jdbc:derby://HOSTNAME:1527/
ImpactDB;user=impact;password=derbypass;upgrade=true’;

7. To check the version, run the following command, at the prompt:

values syscs_util.syscs_get_database_property( 'DataDictionaryVersion' );

The example below shows the expected output:

ij> values syscs_util.syscs_get_database_property( 'DataDictionaryVersion' );

1
-------------------- 10.14
1 row selected

8. From the derby directory, stop the Apache Derby Network Server with the following command. Replace
HOSTNAME with the actual hostname. The default password is used below. Adjust as appropriate.

$IMPACT_HOME/sdk/bin/java -jar $IMPACT_HOME/lib3p/derbyrun.jar server shutdown -h HOSTNAME

-p 1527 -user impact -password derbypass &

9. Start all Impact cluster members, starting the Primary server first.

General Derby issues

This section describes how to resolve common issues relating to the Derby upgrades in Netcool/Impact.

Resetting Impact Derby database

If your ImpactDB gets corrupted for some reason, or you want to start with a fresh Derby DB, then follow
the steps outlined below:
First, make sure to backup your original DB.
1. Shutdown the cluster (all Impact servers in the cluster). The following steps can be just done on the
primary Impact server, then the replication will apply the updated DB to the secondary server.
2. Find the appropriate DB for your Impact version (either NOI install or core), in $IMPACT_HOME/
install/dbcore directory. (For example, ImpactDB.zip/ImpactDB_10.14.zip is for non-NOI
core installs, and ImpactDB_NOI_FP15.zip for NOI installs starting with FP15, etc). (Prior to FP14/
FP15 for core install, used ImpactDB_10.8.zip).
3. Go to directory where your original DB is $IMPACT_HOME/db/<ServerName>/derby. Backup
ImpactDB directory.
4. Copy the zip file from Step 2.
5. Unzip the file, and make sure original DB directory structure is the same as before.
6. Start the cluster (one by one).

Note: For details of an issue seen in FP28 when performing a full Impact install, see https://
www.ibm.com/support/pages/node/6855347.

Slow JDBC calls to Derby

Symptom
JDBC calls to Derby are slow.

Cause
An infinite loop in a trace command for derby is occurring. A java core file will show a very large stack
(3000+ deep) as follows:

18 Netcool/Impact:
 3XMTHREADINFO "pool-2-thread-312 [TransBlockRunner-470056]" J9VMThread:0x0000000003BCA600, omrthread_t:0x00007F3FC00573B8,
java/lang/Thread:0x0000000507D4CD28, state:R, prio=5
3XMJAVALTHREAD (java/lang/Thread getId:0x5A3D, isDaemon:false)
3XMTHREADINFO1 (native thread ID:0x2767, native priority:0x5, native policy:UNKNOWN, vmstate:CW, vm thread
flags:0x00000081)
3XMTHREADINFO2 (native stack address range from:0x00007F40106F8000, to:0x00007F4010739000, size:0x41000)
3XMCPUTIME CPU usage total: 4.320964374 secs, current category="Application"
3XMHEAPALLOC Heap bytes allocated since last GC cycle=212912 (0x33FB0)
3XMTHREADINFO3 Java callstack:
4XESTACKTRACE at java/lang/Throwable.printStackTrace(Throwable.java:547(Compiled Code))
4XESTACKTRACE at java/lang/Throwable.printStackTrace(Throwable.java:318(Compiled Code))
4XESTACKTRACE at org/apache/derby/client/am/ExceptionFormatter.printTrace(Bytecode PC:450(Compiled Code))
5XESTACKTRACE (entered lock: java/io/PrintWriter@0x0000000506E667E8, entry count: 17)
4XESTACKTRACE at org/apache/derby/client/am/LogWriter.traceDiagnosable(Bytecode PC:32(Compiled Code))
5XESTACKTRACE (entered lock: java/io/PrintWriter@0x0000000506E667E8, entry count: 16)
4XESTACKTRACE at org/apache/derby/client/am/SqlException.<init>(Bytecode PC:21(Compiled Code))
4XESTACKTRACE at org/apache/derby/client/am/ClientConnection.completeSqlca(Bytecode PC:59(Compiled Code))
4XESTACKTRACE at org/apache/derby/client/net/NetConnectionReply.parseCMDCHKRM(Bytecode PC:176)
4XESTACKTRACE at org/apache/derby/client/net/NetStatementReply.parsePrepareError(Bytecode PC:82)
4XESTACKTRACE at org/apache/derby/client/net/NetStatementReply.parsePRPSQLSTTreply(Bytecode PC:107(Compiled Code))
4XESTACKTRACE at org/apache/derby/client/net/NetStatementReply.readPrepare(Bytecode PC:6(Compiled Code))
4XESTACKTRACE at org/apache/derby/client/net/StatementReply.readPrepare(Bytecode PC:7(Compiled Code))
... repeating

The impactserver.log may also show a StackOverflow error when the stack depth is larger than available
stack.

Resolution
To avoid this, reduce the log level for derby as follows:
1. Edit your NOI_S_NCI_ImpactDB.ds and add:

ImpactDB.Derby.DSPROPERTY.1.NAME=traceLevel
ImpactDB.Derby.DSPROPERTY.1.VALUE=0
ImpactDB.Derby.NUMDSPROPERTIES=1

2. Edit your NOI_S_NCI_RelatedEventsDatasource.ds to have:

RelatedEventsDatasource.Derby.DSPROPERTY.1.NAME=traceLevel
RelatedEventsDatasource.Derby.DSPROPERTY.1.VALUE=0
RelatedEventsDatasource.Derby.NUMDSPROPERTIES=1

3. Edit your NOI_S_NCI_seasonalReportDatasource.ds to have:

seasonalReportDatasource.Derby.DSPROPERTY.1.NAME=traceLevel
seasonalReportDatasource.Derby.DSPROPERTY.1.VALUE=0
seasonalReportDatasource.Derby.NUMDSPROPERTIES=1

4. Edit your NOI_S_NCI_NOIReportDatasource.ds to have:

NOIReportDatasource.Derby.DSPROPERTY.1.NAME=traceLevel
NOIReportDatasource.Derby.DSPROPERTY.1.VALUE=0
NOIReportDatasource.Derby.NUMDSPROPERTIES=1

Do not leave empty lines or spaces.

These changes will be replicated to non-primary members.
Restart the backend Impact server(s).

How to clear disk space when reporting is enabled

Checking disk space when reporting is enabled and setting up the report policy REPORT_PurgeData with
the PolicyActivator service to clear large amounts of data in the Apache Derby database.

Symptom
Large amounts of disk space are being consumed when reporting is enabled by enabling one or more of
the following options.
• Enabling Collect Reports in the PolicyLogger
• Enabling Collect Reports in one or more instances of the OMNIbusEventReader

Chapter 1. Troubleshooting Netcool/Impact 19

 • Running the Impact Profile Report which is located in the Reports tab.

Cause
When the reporting functionality is enabled and Netcool/Impact is processing large volumes of data, the
disk usage of the Derby database which is used to store reporting data could grow to a large value.

Resolution
To check the size of the database, search the $IMPACT_HOME/db/<ServerName>/derby directory for
the ImpactDB directory.
To clear the data, you can use the sample policy called REPORT_PurgeData in the Reports project. You
can run the REPORT_PurgeData policy to delete old data or to set up your own maintenance solution.
If you decide to use the REPORT_PurgeData policy, you can adjust the policy to suit your environment by
evaluating the event volume and the amount of reporting. The following parameters in the policy can be
adjusted:
• MAX_ROWS: controls the maximum number of rows to be deleted for each table when the policy gets
triggered. The default value is 1000. If you decide to increase it to a higher value, check the heap usage
of the Impact Server. You can check heap usage in one of the following ways:
– View the Server Status section of the Configuration Documenter.
– In the Memory Status feature of the Self Monitoring service.
• NUM_DAYS: This value determines data which is older than the specified number of days. The default
value is 2, so the policy deletes data which is more than two days old for each table.
You can either run this policy manually, or associate this policy with an instance of the PolicyActivator
service which triggers it at regular intervals. You can adjust the interval based on the event volume and
the amount of reporting data collected.

Database size
Check size of derby tables using the following SQL with impact/bin/nci_db connect
There is one select command below for each of the four schemas: RELATEDEVENTS, NOI, SEASONALITY
and IMPACT. If NOI extensions are not installed only the IMPACT schema will be present.

selecttableName,
(selectsum(numallocatedpages\*pagesize)fromneworg.apache.derby.diag.SpaceTable('RELATEDEVENTS',t
.tablename)x)assizefromSYS.SYSTABLEStwhereSCHEMAIDin(selectSCHEMAIDfromSYS.SYSSCHEMASwhereSCHEMA
NAME='RELATEDEVENTS')andtableNamenotlike'%VIEW'andtableNamenotlike'VIEW%'orderbysizedesc;
selecttableName,
(selectsum(numallocatedpages\*pagesize)fromneworg.apache.derby.diag.SpaceTable('NOI',t.tablename
)x)assizefromSYS.SYSTABLEStwhereSCHEMAIDin(selectSCHEMAIDfromSYS.SYSSCHEMASwhereSCHEMANAME='NOI'
)andtableNamenotlike'%VIEW'andtableNamenotlike'VIEW%'orderbysizedesc;
selecttableName,
(selectsum(numallocatedpages\*pagesize)fromneworg.apache.derby.diag.SpaceTable('SEASONALITY',t.t
ablename)x)assizefromSYS.SYSTABLEStwhereSCHEMAIDin(selectSCHEMAIDfromSYS.SYSSCHEMASwhereSCHEMANA
ME='SEASONALITY')andtableNamenotlike'%VIEW'andtableNamenotlike'VIEW%'orderbysizedesc;
selecttableName,
(selectsum(numallocatedpages\*pagesize)fromneworg.apache.derby.diag.SpaceTable('IMPACT',t.tablen
ame)x)assizefromSYS.SYSTABLEStwhereSCHEMAIDin(selectSCHEMAIDfromSYS.SYSSCHEMASwhereSCHEMANAME='I
MPACT')andtableNamenotlike'%VIEW'andtableNamenotlike'VIEW%'orderbysizedesc;

Keep track of table size on a weekly basis. Investigate any tables with unexpected growth.
The tables used for Policy Profiling and Reporting data are in the IMPACT schema - REPORTER_STATUS,
POLICY_PROFILE and ACTION_PROFILE. Use the following policy REPORT_PurgeData to clean up the
tables. This can be scheduled with a policy activator. Make sure to verify that policy is actually running OK
by checking its log.

20 Netcool/Impact:
 If large amounts of data is used by RELATEDEVENTS or SEASONALITY TABLE, then identify which
CONFIG has most rows by using SQL as follows:

selectCONFIGNAME,count(*)fromRELATEDEVENTS.RE_GROUPEVENTSgroupbyCONFIGNAME;
selectCONFIGNAME,count(*)fromRELATEDEVENTS.RE_GROUPSgroupbyCONFIGNAME;

If NOI tables contain large number of rows for configs which are not required, then delete the configs via
the UI. Afterwards see the section below for how to compress the tables.
CONFIGs with 1000s of groups usually are not expected and difficult determine if groups are helpful.
Examine the CONFIG setup, including Event Type field and date range. Adjust these to have a CONFIG
with more menaingful data. CONFIGs with 1000s of groups can effect system performance.

Compress tables and update index statistics

On a weekly basis, and at times when large amounts of data have been created and deleted, compress
the derby tables. The advantage of compressing table is that their statistics also get updated so indexes
will be more useful. For each table, run the following commands. They have been broken down by schema
below. If NOI extensions are not installed only the IMPACT schema will be present.
RELATEDEVENTS

call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERNS', 1,1,1);

call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERN_EVENTS', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERN_INSTANCES', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERN_STATS', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'PG_TYPE_CONFIGURATION', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'RE_CONFIGURATION', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'RE_GROUPASC', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'RE_GROUPEVENTS', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'RE_GROUPS', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'RE_MAPPINGS', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'RE_PROCESSEDLIST', 1,1,1);
call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('RELATEDEVENTS', 'RE_PROFILE', 1,1,1);

call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERNS', 1);

call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERN_EVENTS', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERN_INSTANCES', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'PG_PATTERN_STATS', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'PG_TYPE_CONFIGURATION', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'RE_CONFIGURATION', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'RE_GROUPASC', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'RE_GROUPEVENTS', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'RE_GROUPS', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'RE_MAPPINGS', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'RE_PROCESSEDLIST', 1);
call SYSCS_UTIL.SYSCS_COMPRESS_TABLE('RELATEDEVENTS', 'RE_PROFILE', 1);

SEASONALITY

callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','ADDITIONAL_INFORMATION',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','ADDITIONAL_INFORMATION_BK',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','ADDITIONAL_INFORMATION_VALUE',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','DEFAULTVALUES',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','RELATEDEVENTS_COUNTS',1,1,1);callSYSC
S_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','RELATEDEVENTS_COUNTS_AND_IDS',1,1,1);callSYSC
S_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','RESULTS',1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_
COMPRESS_TABLE('SEASONALITY','RESULTS_ENTRY_EVENTIDENTIFIERS',1,1,1);callSYSCS_UTIL.SYSCS_INPLAC
E_COMPRESS_TABLE('SEASONALITY','RESULTS_VIEWDETAIL',1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS
_TABLE('SEASONALITY','RESULT_CONFIGURATION',1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('
SEASONALITY','RESULT_COUNT_DAY_OF_MONTH',1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEA
SONALITY','RESULT_COUNT_DAY_OF_WEEK',1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONA
LITY','RESULT_COUNT_HOUR',1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','RESU
LT_COUNT_MINUTE',1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','ROLLUPS_DATA'
,1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','RULE_PROCESS_DELAYED_ACTIONS'
,1,1,1);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','RULE_RAW_RELATEDEVENTS',1,1,1
);callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','SEASONALITY_RESULTS_DATA',1,1,1);ca
llSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','SE_RULE_CONFIGURATION',1,1,1);callSYSCS
_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','SE_RULE_CONFIGURATION_EVENT_MAPPER',1,1,1);cal
lSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','SE_RULE_MATCHED_EVENTS',1,1,1);callSYSCS
_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','SE_RULE_PERFORMANCE_STATS',1,1,1);callSYSCS_UT
IL.SYSCS_INPLACE_COMPRESS_TABLE('SEASONALITY','SE_RULE_RELATEDEVENTS',1,1,1);callSYSCS_UTIL.SYSC
S_INPLACE_COMPRESS_TABLE('SEASONALITY','SE_RULE_TIME_WINDOWS',1,1,1);callSYSCS_UTIL.SYSCS_COMPRE

Chapter 1. Troubleshooting Netcool/Impact 21

 SS_TABLE('SEASONALITY','ADDITIONAL_INFORMATION',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONAL
ITY','ADDITIONAL_INFORMATION_BK',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','ADDITIONA
L_INFORMATION_VALUE',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','DEFAULTVALUES',1);cal
lSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','RELATEDEVENTS_COUNTS',1);callSYSCS_UTIL.SYSCS_CO
MPRESS_TABLE('SEASONALITY','RELATEDEVENTS_COUNTS_AND_IDS',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABL
E('SEASONALITY','RESULTS',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','RESULTS_ENTRY_EV
ENTIDENTIFIERS',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','RESULTS_VIEWDETAIL',1);cal
lSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','RESULT_CONFIGURATION',1);callSYSCS_UTIL.SYSCS_CO
MPRESS_TABLE('SEASONALITY','RESULT_COUNT_DAY_OF_MONTH',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('S
EASONALITY','RESULT_COUNT_DAY_OF_WEEK',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','RES
ULT_COUNT_HOUR',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','RESULT_COUNT_MINUTE',1);ca
llSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','ROLLUPS_DATA',1);callSYSCS_UTIL.SYSCS_COMPRESS_
TABLE('SEASONALITY','RULE_PROCESS_DELAYED_ACTIONS',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASO
NALITY','RULE_RAW_RELATEDEVENTS',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','SEASONALI
TY_RESULTS_DATA',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','SE_RULE_CONFIGURATION',1)
;callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','SE_RULE_CONFIGURATION_EVENT_MAPPER',1);callS
YSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','SE_RULE_MATCHED_EVENTS',1);callSYSCS_UTIL.SYSCS_CO
MPRESS_TABLE('SEASONALITY','SE_RULE_PERFORMANCE_STATS',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('S
EASONALITY','SE_RULE_RELATEDEVENTS',1);callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('SEASONALITY','SE_RUL
E_TIME_WINDOWS',1);

NOI

callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('NOI','DEFAULTVALUES',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('NOI','REPORT_DESCRIPTION',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('NOI','TABLES_AFFECTED',1,1,1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('NOI','DEFAULTVALUES',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('NOI','REPORT_DESCRIPTION',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('NOI','TABLES_AFFECTED',1);

IMPACT

callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','ACTION_PROFILE',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','MM_EXTRAINFO',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','MM_WINDOWS',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','OV_GROUPS',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','OV_USERS',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','POLICY',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','POLICY_PROCESS_MAPPINGS',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','POLICY_PROFILE',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','PROCESS',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','REPORTER_NAMES',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','REPORTER_STATUS',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','REP_AUDIT_ACK',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','REP_SEVERITY_TYPES',1,1,1);
callSYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE('IMPACT','TIME_REFERENCE',1,1,1);

callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','ACTION_PROFILE',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','MM_EXTRAINFO',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','MM_WINDOWS',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','OV_GROUPS',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','OV_USERS',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','POLICY',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','POLICY_PROCESS_MAPPINGS',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','POLICY_PROFILE',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','PROCESS',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','REPORTER_NAMES',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','REPORTER_STATUS',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','REP_AUDIT_ACK',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','REP_SEVERITY_TYPES',1);
callSYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT','TIME_REFERENCE',1);

Note: Depending on Impact level and installation options different tables may or may not exist in derby.
The above was generated for Impact 710 FP17 with NOI Extensions.
To dynamically regenerate compress SQL for each of the 4 schemas, use the SQL below. This is not
normally required - but shown here in case it is needed.

select 'call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE(''RELATEDEVENTS'', ''' || tableName ||

''', 1,1,1);' from SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS
where SCHEMANAME = 'RELATEDEVENTS' ) and tableName not like '%VIEW' and tableName not like
'VIEW%' ;

select 'call SYSCS_UTIL.SYSCS_COMPRESS_TABLE(''RELATEDEVENTS'', ''' || tableName || ''', 1);'

from SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'RELATEDEVENTS' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

22 Netcool/Impact:
 select 'call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE(''SEASONALITY'', ''' || tableName || ''',
1,1,1);' from SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where
SCHEMANAME = 'SEASONALITY' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'call SYSCS_UTIL.SYSCS_COMPRESS_TABLE(''SEASONALITY'', ''' || tableName || ''', 1);'

from SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'SEASONALITY' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE(''NOI'', ''' || tableName || ''', 1,1,1);'

from SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'NOI' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'call SYSCS_UTIL.SYSCS_COMPRESS_TABLE(''NOI'', ''' || tableName || ''', 1);' from

SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'NOI' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'call SYSCS_UTIL.SYSCS_INPLACE_COMPRESS_TABLE(''IMPACT'', ''' || tableName || ''',

1,1,1);' from SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where
SCHEMANAME = 'IMPACT' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'call SYSCS_UTIL.SYSCS_COMPRESS_TABLE(''IMPACT'', ''' || tableName || ''', 1);' from

SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'IMPACT' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

Additional information
a. When cardinality statistics are automatically updated https://db.apache.org/derby/docs/10.9/tuning/
ctunstats57373.html

```
derby.storage.indexStats.auto default = true
```

To diagnose problems with automatic updating of index statistics, an application can set the
database property derby.storage.indexStats.log to true.

b. When cardinality statistics go stale https://db.apache.org/derby/docs/10.9/tuning/

ctunstats849505.html

```sql
call SYSCS_UTIL.SYSCS_UPDATE_STATISTICS to update
```

Database consistency
Check Database consistency by using SYSCS_CHECK_TABLE as shown below for each table. A value of 1
means the table consistency check passed.
RELATEDEVENTS

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'PG_PATTERNS');

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'PG_PATTERN_EVENTS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'PG_PATTERN_INSTANCES');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'PG_PATTERN_STATS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'PG_TYPE_CONFIGURATION');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'RE_CONFIGURATION');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'RE_GROUPASC');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'RE_GROUPEVENTS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'RE_GROUPS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'RE_MAPPINGS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'RE_PROCESSEDLIST');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('RELATEDEVENTS', 'RE_PROFILE');

SEASONALITY

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'ADDITIONAL_INFORMATION');

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'ADDITIONAL_INFORMATION_BK');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'ADDITIONAL_INFORMATION_VALUE');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'DEFAULTVALUES');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RELATEDEVENTS_COUNTS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RELATEDEVENTS_COUNTS_AND_IDS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULTS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULTS_ENTRY_EVENTIDENTIFIERS');

Chapter 1. Troubleshooting Netcool/Impact 23

 VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULTS_VIEWDETAIL');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULT_CONFIGURATION');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULT_COUNT_DAY_OF_MONTH');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULT_COUNT_DAY_OF_WEEK');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULT_COUNT_HOUR');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RESULT_COUNT_MINUTE');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'ROLLUPS_DATA');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RULE_PROCESS_DELAYED_ACTIONS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'RULE_RAW_RELATEDEVENTS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'SEASONALITY_RESULTS_DATA');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'SE_RULE_CONFIGURATION');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'SE_RULE_CONFIGURATION_EVENT_MAPPER');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'SE_RULE_MATCHED_EVENTS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'SE_RULE_PERFORMANCE_STATS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'SE_RULE_RELATEDEVENTS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('SEASONALITY', 'SE_RULE_TIME_WINDOWS');

NOI

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('NOI', 'DEFAULTVALUES');

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('NOI', 'REPORT_DESCRIPTION');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('NOI', 'TABLES_AFFECTED');

IMPACT

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'ACTION_PROFILE');

VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'MM_EXTRAINFO');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'MM_WINDOWS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'OV_GROUPS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'OV_USERS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'POLICY');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'POLICY_PROCESS_MAPPINGS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'POLICY_PROFILE');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'PROCESS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'REPORTER_NAMES');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'REPORTER_STATUS');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'REP_AUDIT_ACK');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'REP_SEVERITY_TYPES');
VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE('IMPACT', 'TIME_REFERENCE');

Note: If indexes are corrupted the above SYSCS_CHECK_TABLE may still succeed. In this case, seeing the
error below is a sign of index corruption. ERROR 0A000: The DRDA command parseSQLDIAGSTT
is not currently implemented. The connection has been terminated. To fix this,
identify the offending index and drop and recreate it. To Identify the corrupt index, turn on Query Plan
logging. See http://db.apache.org/derby/docs/10.14/ref/rrefproper43414.html This will show the index
used in the derby.log file. For more information see https://issues.apache.org/jira/browse/DERBY-7113?
jql=text%20~%20%22index%20has%20a%20value%20of%20column%22
The following is the advice from Derby on how to minimize database disk corruption. https://
db.apache.org/derby/docs/10.15/adminguide/cadmindbintegrity.html
Note: Depending on Impact level and installation options different tables may or may not exist in derby.
The above was generated for Impact 710 FP17 with NOI Extensions. To dynamically regenerate check
table SQL for each of the four schemas, use the SQL below. This is not normally required - but shown here
in case it is needed.

select 'VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE(''RELATEDEVENTS'', ''' || tableName || ''');' from

SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'RELATEDEVENTS' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE(''SEASONALITY'', ''' || tableName || ''');' from

SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'SEASONALITY' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE(''NOI'', ''' || tableName || ''');' from

SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'NOI' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

select 'VALUES SYSCS_UTIL.SYSCS_CHECK_TABLE(''IMPACT'', ''' || tableName || ''');' from

SYS.SYSTABLES t where SCHEMAID in ( select SCHEMAID from SYS.SYSSCHEMAS where SCHEMANAME =
'IMPACT' ) and tableName not like '%VIEW' and tableName not like 'VIEW%' ;

24 Netcool/Impact:
Rebuilding Derby indexes
Derby indexes can become corrupted. When this occurs, they must be recreated using the
noi_derby_recreate_indexes.sql script.
The noi_derby_recreate_indexes.sql script is located in the following directory:
$IMPACT_HOME/add-ons/NOI/db
When you run this script, it removes and recreates the Derby indexes.

What to do if Derby seems slow, locked, or blocked

Check MAX SQL Connections for all four Derby data dources
Via the UI, check the Max SQL Connections setting for ImpactDB, NOIReportDatasource,
RelatedEventsDatasource, SeasonalReportDatasource. The default is 5, but this is not enough for Event
Analytics. The recommended value is 50.
To know if the low MAX SQL Connections is an issue, get a thread dump of the back end Impact server
(using kill -QUIT pid where pid is its process ID) and look for threads waiting on getNewConnection.
Check running policies
Use the nci_policy command to see which policies are running.

cd impact/bin

./nci_policy NCI show impactadmin impactadmin

To see locks and running SQL

SELECT * FROM SYSCS_DIAG.TRANSACTION_TABLE;

SELECT * FROM SYSCS_DIAG.LOCK_TABLE;

To check for SQL statements timing out, look for “timed out” in the logs files. The timeout is controlled by
impact.server.timeout in etc/_server.props.
For Event Analytics this value should be minimum 120000 (2 minutes) and may need to be higher
depending on data volumes.

Derby logging

Enable additional Derby logging

Any additional derby logging should not be left on the system. It should only be used on a temporary basis
for problem diagnosis. See https://db.apache.org/derby/docs/10.10/tuning/ttundepth33391.html
Set derby.language.logQueryPlan=true to check whether indexes are being used or not. This property will
is print query plans in the derby.log file
Create the file $IMPACT_HOME/db/<ServerName>/derby/derby.properties and add the following
text:

derby.storage.indexStats.log=true
derby.storage.indexStats.trace=log
derby.storage.indexStats.auto=true
derby.language.logQueryPlan=true

How to preserve derby.log across restarts

By default, Derby will reset derby.log when the server is restarted. See https://db.apache.org/derby/docs/
10.4/tuning/rtunproper13217.html

Chapter 1. Troubleshooting Netcool/Impact 25

 If you want derby to append to the log instead of overwriting it, add derby.infolog.append=true
to $IMPACT_HOME/db/<ServerName>/derby/derby.properties. It should only be used on a
temporary basis for problem diagnosis.

derby.infolog.append=true

How to enable derby log file roll-over and size limits

The following parameters control the derby log rotation and size :

derby.stream.error.style=rollingFile
derby.stream.error.rollingFile.count=x
derby.stream.error.rollingFile.limit=xxxx

derby.stream.error.style=rollingFile: If derby.stream.error.style is set to

rollingFile you can use the derby.stream.error.rollingFile.limit and
derby.stream.error.rollingFile.count=x properties to specify how rolling log files are
processed.
derby.stream.error.rollingFile.count=x: The derby.stream.error.rollingFile.count
property specifies the number of rolling log files to permit before deleting the oldest file when rolling to
the next file, if derby.stream.error.style is set to rollingFile.
derby.stream.error.rollingFile.limit=xxxxx: The
derby.stream.error.rollingFile.limit property specifies the number of bytes to which to limit
each rolling log file before it is rolled over to the next file, if derby.stream.error.style is set to
rollingFile.
1. Copy the derby.properties file from $IMPACT_HOME/install/dbcore and place it in
$IMPACT_HOME/db/<ServerName>/derby/
2. Edit the derby.properties and add the three parameters above and save the file.
3. Restart your Impact server.
4. Repeat the steps on all secondary Impact servers and restart for the changes to take affect.

How to read the .ctrl and .dat files

Derby stores transaction information for each database under a log directory using a control file (log.ctrl)
and a numbered data file such as log3.dat.

ls -la /opt/IBM/tivoli/impact/db/NCI/derby/ImpactDB/log
total 1036
drwxrwxr-x 2 netcool netcool 97 May 25 2020 .
drwxrwxr-x 4 netcool netcool 92 Jan 4 03:09 ..
-rw-rw---- 1 netcool netcool 1048576 Jan 4 03:09 log3.dat
-rw-rw-r-- 1 netcool netcool 48 Jan 4 03:09 log.ctrl
-rw-rw-r-- 1 netcool netcool 48 Jan 4 03:09 logmirror.ctrl
-rw-rw-r-- 1 netcool netcool 532 Jun 12 2019 README_DO_NOT_TOUCH_FILES.txt

An in-depth explanation of the formats can be found at http://db.apache.org/derby/papers/

logformats.html.
The main derby log file, $IMPACT_HOME/db/<ServerName>/derby/derby.log only shows log entries
for the current process run. When the server is restarted, the log is reset.
The log control file (.ctrl) contains information about which log files are present and where the last
checkpoint log record is located.
The numbered log file (.dat) contains log records which record all the changes to the database. The
complete transaction log is composed of a series of log files.
To read previous log entries, you can enable log persistence using derby.infolog.append=true to
output entries to derby.log.

26 Netcool/Impact:
You can also compile a java class to read the .ctrl and dat files directly. Refer to https://issues.apache.org/
jira/browse/DERBY-5195 for more information.
How to read log.ctrl
Steps on how to compile and use ControlFileReader.java to read the Derby log control file,
log.ctrl.
See https://issues.apache.org/jira/browse/DERBY-5195
Download ControlFileReader.java:

wget https://issues.apache.org/jira/secure/attachment/12476468/ControlFileReader.java

Compile and run the class:

/opt/IBM/tivoli/impact/sdk/bin/javac ControlFileReader.java

Execute the class passing in the location of the .ctrl file:

/opt/IBM/tivoli/impact/sdk/bin/java ControlFileReader /opt/IBM/tivoli/impact/db/NCI/derby/

ImpactDB/log/log.ctrl

<?xml version="1.0" encoding="UTF-8"?><controlFile>

<formatableID>128</formatableID>
<obsoleteVersion>9</obsoleteVersion>
<logCounter>
<logFileNumber>3</logFileNumber>
<position>587317</position>
</logCounter>
<majorVersion>10</majorVersion>
<minorVersion>14</minorVersion>
<subversionRevision>-1</subversionRevision>
<flags flags="0"/>
<checksum>0</checksum>
</controlFile>

How to read the log.dat file

Steps on how to compile and use LogFileReader.java to read Derby’s log file, log.dat.
See https://issues.apache.org/jira/browse/DERBY-5195
Download the java file and Derby jars v10.10.2.0 (or earlier). The file will not compile with later versions of
the Derby jars:

wget https://issues.apache.org/jira/secure/attachment/12774638/LogFileReader.java

wget https://repo1.maven.org/maven2/org/apache/derby/derby/10.10.2.0/derby-10.10.2.0.jar
wget https://repo1.maven.org/maven2/org/apache/derby/derbyclient/10.10.2.0/
derbyclient-10.10.2.0.jar

Compile the class:

/opt/IBM/tivoli/impact/sdk/bin/javac -cp "derbyclient-10.10.2.0.jar:derby-10.10.2.0.jar:."

LogFileReader.java

Execute the class with the classpath set to load the derby jars and passing in the location of the .dat
file. I recommend piping the output to a file as the output can be large:

/opt/IBM/tivoli/impact/sdk/bin/java -cp "derbyclient-10.10.2.0.jar:derby-10.10.2.0.jar:."

LogFileReader /opt/IBM/tivoli/impact/db/NCI/derby/ImpactDB/log/log3.dat > log3.xml

Sample output:

xml
128 9 4 3 1050161 ... 21 4 24 129 RAWSTORE CHECKSUM 21 ... 19 4 310379 129 LAST COMMIT RAWSTORE
19 ... 3296

Chapter 1. Troubleshooting Netcool/Impact 27

Increase data page cache (optional)
Increase the size of the data page cache
See https://db.apache.org/derby/docs/10.4/tuning/ctunperf54492.html
The default is only 1000. See the query plan for pages used.

Performing a database backup

Impact ships with two Derby databases:
• The GUI server ships with one database under $IMPACT_HOME/db/ImpactUI/ called
consoleStorage. This contains information for the Blaze console (such as which page to load at
login) and GUI preferences.
• The backend server ships with one database under $IMPACT_HOME/db/NCI/ called ImpactDB. This
database holds the Maintenance Window tables and Impact Reports data.

ls -la /opt/IBM/tivoli/impact/db
drwxrwxr-x 3 netcool netcool 19 May 25 2020 ImpactUI
drwxrwxr-x 3 netcool netcool 19 May 25 2020 NCI

Offline backup
To perform a backup of the Derby databases, shut down the Impact server(s) and tar/zip up the contents
of $IMPACT_HOME/db.
Online backup
Derby ships with an in-built procedure, SYSCS_UTIL.SYSCS_BACKUP_DATABASE that allows you to
perform a backup without having to shutdown the server.
See https://db.apache.org/derby/docs/10.2/ref/rrefbackupdbproc.html

$ /opt/IBM/tivoli/impact/bin/nci_db connect

ij> connect 'jdbc:derby://example1.fyre.ibm.com:1527/ImpactDB;user=impact;password=derbypass';

ij> CALL SYSCS_UTIL.SYSCS_BACKUP_DATABASE('/tmp/derbybackup');

Note: This procedure will only trigger when there’s no pending database transactions. Avoid triggering this
procedure during heavy MWM activity.
You can also call this procedure from an Impact policy:

DirectSQL("ImpactDB", "CALL SYSCS_UTIL.SYSCS_BACKUP_DATABASE('/tmp/dbbackup')", false, false);

Corrupt Indexes
The following error may indicate a corrupt index:

ERROR 0A000: The DRDA command parseSQLDIAGSTT is not currently implemented. The connection has
been terminated

Note: It is important that disks used for Derby do not have disk write caching enabled. For
more information on avoiding data corruption see https://db.apache.org/derby/docs/10.15/adminguide/
cadmindbintegrity.html
To see indexes used in a select statement, add the following to the derby.properties file in db//
derby, which will log Query Plan information to the derby.log file:

derby.language.logQueryPlan=true

To see the names of indexes, for a table, for example the RE_GROUPS table, use this SQL:

28 Netcool/Impact:
 select t.tablename, c.conglomeratename from sys.systables t, sys.sysconglomerates c where
c.isindex and t.tableid = c.tableid and t.tablename = 'RE_GROUPS' order by tablename,
conglomeratename;

General Netcool/Impact issues

This section describes how to resolve common Netcool/Impact issues.

Errors in impact logs for data type

Symptom
Errors seen in Impact GUI Log and Impact Back end server log:
impactgui.log - example below:

ERROR [ImpactServerNavModel] Failed to determine if type is configured for UI : <DATA TYPE

NAME> java.lang.Exception: Error 400: null
at com.micromuse.response.client.restui.RestCallUtil.makeRestCall(RestCallUtil.java:161) at
com.micromuse.response.client.restui.RestCallUtil.makeRestCall(RestCallUtil.java:80)
at
com.micromuse.response.client.restui.RestCallFunctions.getSoapTypeMemento(RestCallFunctions.java
:132)
at
com.micromuse.response.client.soapclient.restprovider.CURIDataRetreiverFromSOAPClient.getSoapTyp
eMemento(CURIDataRetreiverFromSOAPClient.java:253) at
com.micromuse.common.restprovider.ImpactServerNavModel.isDataTypeConfiguredForUI(ImpactServerNav
Model.java:1868)
at
com.micromuse.common.restprovider.ImpactServerNavModel.initializeDatasourceIdentifiers(ImpactSer
verNavModel.java:262) at
com.micromuse.common.restprovider.ImpactCURITimerTask.initalizeDataSetIds(ImpactCURITimerTask.ja
va:92)
at com.micromuse.common.restprovider.ImpactCURITimerTask.run(ImpactCURITimerTask.java:73) at
java.util.TimerThread.mainLoop(Timer.java:567)
at java.util.TimerThread.run(Timer.java:517) ERROR [RestCallUtil] Error 400: null

impactserver.log - example below:

ERROR [DataModelUIResource] null java.lang.NumberFormatException: null

at java.lang.Integer.parseInt(Integer.java:466) at
java.lang.Integer.parseInt(Integer.java:539)
at
com.micromuse.response.server.TypeConfigFileAttributeManager.getIntAttribute(TypeConfigFileAttri
buteManager.java:90) at
com.micromuse.response.dblayer.TypeCustomization.getIntAttribute(TypeCustomization.java:728)
at
com.micromuse.response.dblayer.DynamicOrgNodeBagCustomization.getDataSourceNum(DynamicOrgNodeBag
Customization.java:144) at
com.micromuse.response.dblayer.DynamicOrgNodeBagCustomization.getDataSourceName(DynamicOrgNodeBa
gCustomization.java:136) at
com.micromuse.response.dblayer.DynamicOrgNodeBagCustomization.getSoapMemento(DynamicOrgNodeBagCu
stomization.java:103)
at
com.micromuse.response.dblayer.SQLOrgNodeBagCustomization.getSoapMemento(SQLOrgNodeBagCustomizat
ion.java:109) at com.micromuse.response.dblayer.Type.getSoapMemento(Type.java:268)
at com.micromuse.response.server.Facade.getSoapTypeMemento(Facade.java:1452)
at
com.micromuse.response.server.restui.DataModelUIResource.getTypeMemento(DataModelUIResource.java
:2779) at sun.reflect.GeneratedMethodAccessor79.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:56)

Cause
SQL Data Types type files are missing a DATASOURCENUM. i.e.

<TYPE NAME>.SQL.DATASOURCENUM=x

Chapter 1. Troubleshooting Netcool/Impact 29

 Resolution
Edit the affected Data Types via the GUI and click Save.
Via the command line check the related .type file in the impact\etc directory. Verify that the file contains a
valid DATASOURCENUM

<TYPE NAME>.SQL.DATASOURCENUM=x

where x exists in the impact\etc\<SERVER>_datasourcelist file. grep number=x

impact\etc\<SERVER>_datasourcelist

Unable to run certain scripts on Solaris 10 the whoami command is not in the
PATH environment

Symptom
On Solaris, when you run a command in $IMPACT_HOME/bin or $IMPACT_HOME/install/security
the following error is displayed.
You must log in as user.....

Cause
The whoami command is not in the PATH environment.

Resolution
On Solaris, the command whoami exists in either /usr/bin or /usr/ucb or both directories. Set
either /usr/bin or /usr/ucb in the PATH environment.

Collecting log files for debugging

Use the following information to collect policy logs to use to debug issues.
Complete the following steps to collect log files from Netcool/Impact.
1. Execute the nci_collect_logs command from the impact/bin directory.
2. The logs are created as a zip file in the $IMPACT_HOME/tmp directory by default. An alternate location
can be specified using the parameter -Dlogfilelocation but the fully qualified directory location
has to already exist. The zip file generated will have the format: impact_logs_<DATEANDTIME>.zip
3. If you want to exclude the policy and etc files as part of the debug process, execute the command
with the following parameter: -DexcludePolicyEtcFiles=true
For example: nci_collect_logs -DexcludePolicyEtcFiles=true
The logs are created as a zip file in the $IMPACT_HOME/tmp directory. The filename has the format
impact_logs_<DATEANDTIME>.zip
If you are submitting any problems to IBM Software Support, it can be useful to submit log file
information, or it can be requested by IBM Software Support, see https://www-947.ibm.com/support/
entry/myportal/Overview/Software/Tivoli/Tivoli_Netcool~Impact.

Project deployment fails to promote a project in Netcool/Impact 7.1

Problem
When project contains default data sources such as: Statistics, Internal, Schedule, or URL, it fails to
deploy to the target cluster.

30 Netcool/Impact:
 Solution
Remove these default data sources from the project, and run deployment again.

JMS messages fail to get sent

JMS messages fail to get sent because there are too many pending JMS connections in the queue.

Symptoms
If a JMS message fails to get sent, for example, due to the JMS provider being unreachable, the JMS
Connection call joins a queue of pending connections. Once the pending connections limit is reached (5
by default), any new calls to establish a connection to the JMS provider will not be made for the next 10
minutes (configurable). If this happens, you can see the following exception in the log:

Caused by: com.micromuse.common.datasource.JMSDataSourceException:

Too many pending JMS Connections, cannot proceed.

After that, an attempt is made to establish a connection to the JMS Provider, every 10 minutes. If it is
successful, all the pending connections are cleared, and Netcool/Impact continues. Otherwise, it keeps
attempting to establish a connection, once every 10 minutes. These failed pending calls get stored in the
pending queue.

Resolution
You can clear the pending queue in one of the following ways:
• If you are using the JMS Listener service to send messages, you can clear the queue by running the
following command in the CLI:

update Service set ClearPendingCalls=true where Name='JMSMessageListener';

• Restarting the JMS Listener service will also clear the pending calls queue. If you are triggering the
SendJMSMessage, or ReceiveJMSMessage function, add this line to your policy:

ClearPendingCalls=true

Further steps
By default, the maximum number of pending JMS connections is 5, but you can configure it by adding the
following property to the .ds file of the JMS data source:

<dsname>.JMS.MAXPENDINGCALLS=<new_limit>

After the maximum limit of pending calls is reached, attempts are made at 10 minutes intervals. To
configure this interval add the following property in the <servername>_server.props:

impact.jms.pending.duration=<new_time_in_miliseconds>

System cannot handle a large SNMP table

The system cannot handle an SNMP table that has more than 1000 rows.
By default Netcool/Impact can handle SNMP tables with up to 1000 rows. If you have an SNMP table with
more than 1000 rows the system will only be able to access the first 1000 rows.
To remedy this, set the following property in the $IMPACT_HOME/etc/
<SERVER_NAME>_server.props file:

impact.snmp.table.maxnumrows=<number>

Chapter 1. Troubleshooting Netcool/Impact 31

 Where <number> is greater than or equal to 1; The default value is 1000 if not specified.
After you add this parameter, or change its value, you should restart the server so that it picks up the
configuration change.
Note: Use this parameter only if you have an SNMP table with more than 1000 rows.

Version control system displays a working copy directory name locked error
message
How to resolve a Working copy <directory name> locked error message and unlock the locked
directory.

Problem
An error message similar to this one is displayed:
Working copy ,<directory name> locked
svn: run 'svn cleanup' to remove locks (type 'svn help cleanup' for details)

Resolution
The solution is to run the svn cleanup <PATH> command to unlock the directory that is locked.
1. Go to your $IMPACT_HOME/platform/<os name>/svn/bin folder.
For example:

/opt/IBM/tivoli/impact/platform/linux/svn/bin folder

2. Run the following command: svn cleanup <Repository location>

Where <Repository location> is the directory that is locked.
For example, if your $IMPACT_HOME/etc folder is locked, the command is:

svn cleanup /opt/IBM/tivoli/impact/etc

When the command is complete, the lock is removed from the directory.
If you receive this type of error message for other directories, for example $IMPACT_HOME/policy you
can run the same command.
svn cleanup <Repository location> becomes

svn cleanup /opt/IBM/tivoli/impact/policy

Data Items view cannot display all the data items

The data items view does not display all the data items correctly.
This issue can occur if the data items view uses a table row that contains a large number of cells. This
issue occurs because Netcool/Impact cannot render all the entries properly in HTML.
Netcool/Impact uses a Java API to create the HTML that displays the data items in the data items view.
This API uses a hashcode to store child elements and the order of these elements. The API assigns a
unique code to each hashcode that is stored in the hashtable. However, in some cases, this unique code
can be duplicated. When this occurs, Netcool/Impact cannot display the entries in HTML.
For example, if you use a data view to display a row from a database table with more than 100 cells, the
Java API duplicates some of the unique codes that are used to identify the hashcodes in the hashtable. As
a result, some of the entries in the registry are overwritten. The data items view does not display all the
cells from the table row.
While you cannot prevent this issue, it occurs on the UI only. It does not affect the underlying data.

32 Netcool/Impact:
Removing hyperlinked text when editing policies in Internet Explorer
How to resolve hyperlinked text when editing policies in Internet Explorer.

Symptom
URLs and email addresses that you enter in the Policy Editor as plain text are automatically converted into
hyperlinks. If the URL or email address is surrounded by double quotation marks, the browser removes
the double quotation marks.

Cause
Internet Explorer automatically detects and converts plain text URLs inside content editable areas of a
HTML page, such as the text area in the Policy Editor. The automatic hyperlinking is a built-in feature of
Internet Explorer (version 5.5 and later) and is not configurable.

Resolution
The hyperlink is non consequential to Netcool/Impact. The Policy Editor will convert the policy content to
plain text when the policy is saved to the Impact Server. You can either re-enter double quotation marks
after the URL is converted to a hyperlink. Or you can copy and paste the URL with double quotation marks
intact into the editor.

Removing disassociated files that result from XinY policy

About this task

If you use the XinY wizard to create an XinY policy and associated data items, an accumulation of
disassociated system files can occur. These files can negatively impact the processing performance of the
Impact Server.
During failover and failback, an error can occur that causes a mismatch between the data items
and the file system records. Certain files can become disassociated from the data items because of
this mismatch. Netcool/Impact saves these files in the $IMPACT_HOME/db/<ImpactServerName>/
<DataTypeNumber> directory where <ImpactServerName> is the name of the Impact Server.
The buildup of these files can reduce the performance of the Impact Server.
To check for a build-up of files in your installation, first, you need to find the data type
number by looking at $IMPACT_HOME/etc/<ImpactServerName>_typelist and searching for
wizard_XinY_EventStatusTallyType. Based on the data type number, use the following command
to check the files in to the $IMPACT_HOME/db/<ImpactServerName>/ directory:

ls -l $IMPACT_HOME/db/<ImpactServerName>/<DataTypeNumber>| wc -l

Procedure
1. To solve the issue, use the sample policy that is called XINY_DataType_PurgeData in the Reports
project. You can run the XINY_DataType_PurgeData policy to delete old data or to set up your own
maintenance solution.
If you decide to use the XINY_DataType_PurgeData, you can adjust the policy to suit your
installation. The following parameters in the policy can be adjusted:

InternalDataTypeList : This is an array of internal data types.

The data types will be relevant to your installation.
NumDays: Remove everything older than this number of days.

Chapter 1. Troubleshooting Netcool/Impact 33

 2. You can either run this policy manually, or associate this policy with an instance of the PolicyActivator
service, which triggers the policy at regular intervals. You can adjust the interval based on the event
volume and the amount of reporting data that is collected.

What to do next
These files accumulate again over time. To prevent a buildup of these files, you must repeat this
procedure.

Event isolation and correlation rules show a configuration error

Problem
When you configure Event Isolation and Correlation rules. The rule panel that lists all the existing rules
shows an error message.
"Sorry, an error has occurred"
An error message also occurs in the wlp/usr/server/NCI/logs/messages.log.
org.apache.cxf.phase.PhaseInterceptorChain
Application {http://soap.common.response.micromuse.com/}
SoapManagerFacadeService#{http://soap.common.response.micromuse.com/}
wrapPolicyResult has thrown exception,
unwinding now: com.micromuse.response.common.soap.SoapResponseServerException:
com.micromuse.response.common.SQLOrgNodeException:
Could not retrieve name of object from Key: ID is null for DataType:
EVENTRULES from SQLOrgNodeBag: DynamicOrgNodeBag for Type EVENTRULES

Resolution
Check the database tables for incorrect data. You can backup the existing tables by using DB2 tools.
Remove all unnecessary records in the tables that belong to Event Isolation and Correlation. In the Event
Isolation and Correlation data model, you can find a list of tables in the EventIsolationAndCorrealtion
project.

Services and Data Model tabs not releasing memory in IE10 and 11
Applies to Netcool/Impact 7.1.0.2

Symptom
Browser and client machine performance becomes slow and unresponsive. Task Manager shows the
iexplorer process taking up far more memory than normal.

Cause
There is an issue where Service or Data Model (Data Types or Data Sources) tabs opened in the main
services UI in IE10 and IE11 don't release the memory used by the tab. Each open tab takes in the region
of 20-30MB, closing the tab only releases about 10MB. If the user is editing a number of such UI tabs,
it causes IE to use up enough of the client machine's physical memory and some performance problems
will be noticed.

Resolution
To workaround this issue, user needs to refresh the browser window to free up memory used by closed
tabs. Logging out and logging in again has a similar effect.

How to see DASH user in Impact policy

34 Netcool/Impact:
 When a DASH widget points to Impact and you login to DASH where a widget is refreshed to display
source data from Impact, you can view the user logged to DASH with the following snippet of code from
within a javascript Impact policy:

var loginId = '';

if ( typeof eventDestination != 'undefined' && eventDestination != null && typeof
remoteSessionId != 'undefined' && remoteSessionId != null ) { if( loginId == '' ) {
loginId = RExtract(eventDestination,"//(.*?)_"+remoteSessionId);
}
}

jslib directory not exported by nci_export

If you have defined a project and wish to export it with the nci_export utility, it does not export the
related contents of the jslib directory.
However, the jslib directory is backed up even when the project uses no resources from there.

Cause
The jslib directory is not exported by design in Netcool/Impact.

Resolution
Manually copy the files from the jslib directory to the different servers.

REPORT_PurgeData policy fails to trigger

The REPORT_PurgeData policy has been modified to address an issue whereby Derby files with stored
data from the enabled CollectReports were not being reduced in size after running the policy. However,
occasionally the modified policy fails to trigger.

Symptoms
The modified policy reports the following error:

Failed to trigger policy "REPORT_PurgeData". Refer to the server log for more information
about the error. com.micromuse.common.parser.PolicyException: Unhandled Exception: Exception
while executing database operation after trying twice. First exception: TransBlock [Executing
SQL update: CALL SYSCS_UTIL.SYSCS_COMPRESS_TABLE('IMPACT', 'ACTION_PROFILE', 1)] timed out
after 120000ms. Second exception: The exception 'java.sql.SQLTransactionRollbackException:
A lock could not be obtained due to a deadlock, cycle of locks and waiters
is: Lock : ROW, SYSCONGLOMERATES, (6,20) Waiting XID : {387964416, S} , IMPACT, alter
table "IMPACT"."ACTION_PROFILE" compress sequential Granted XID : {354034234, S} Lock :
ROW, SYSCONGLOMERATES, (6,16) Waiting XID : {354034234, X} , IMPACT, alter table
"IMPACT"."ACTION_PROFILE" compress sequential Granted XID : {354034234, S} , {387964416, S} .
The selected victim is XID : 387964416.' was thrown while evaluating an expression. This may
be caused by an invalid schema or an inaccessible database. Please verify the actual database
schema. in policy: REPORT_PurgeData at line: 60.

Resolution
1. Increase the Impact Server timeout.
This is specified by the impact.server.timeout property in $IMPACT_HOME/etc/
<ServerName>_server.props file.
Note: By default, impact.server.timeout is set to 120000 milliseconds (2 minutes).
2. Restart Impact server.
3. Rerun the REPORT_PurgeData policy.

Chapter 1. Troubleshooting Netcool/Impact 35

Installation issues
This section describes how to resolve common issues relating to the installation and upgrade of Netcool/
Impact components.

Impact Windows services are left on the system after uninstalling Impact

Symptom
Impact Windows services "Tivoli Netcool Impact Server - NCI 9080" and "Tivoli Netcool Impact GUI
Server - ImpactUI 16311" still in Services list after Impact uninstall.

Cause
Impact uninstaller was unable to remove the Impact Windows services during the uninstall

Resolution
Use the following steps to remove Impact Windows services:
1. Launch Windows Services dialog
2. Select Tivoli Netcool Impact Server - NCI 9080, right click and select Properties
3. Take a note of the service name, ex: NetcoolImpactNCI_9080
4. From the windows command line prompt, type: sc delete NetcoolImpactNCI_9080
5. From Windows Services dialog, select Tivoli Netcool GUI Server - ImpactUI 16310
6. Take a note of the service name, ex: NetcoolImpactImpactUI_16310
7. From the windows command line prompt, type: sc delete NetcoolImpactImpactUI_16310
8. Close the Windows Services dialog
Note: Impact Windows service name may be different on your system due to different instance name
and port.

Cannot install or update Impact from Installation Manager that connects

directly to Passport Advantage

Symptom
No Impact components show up on Installation Manager when connecting to Passport Advantage.

Cause
IBM has updated the security on Passport Advantage and only Installation Manager 1.8.1 or newer has
the code patch to access Passport Advantage.

Resolution
Install or update the current Installation Manager on your system to version 1.8.1 or newer.
Use the following steps to update Installation Manager:
1. Launch Installation Manager
2. From the menu, select open File > Preferences
3. Select Update
4. Select the checkbox Search for Installation Manager updates and click OK

36 Netcool/Impact:
 5. From the main dialog, select Update
6. Select Installation Manager from the list to update.

Netcool/Impact installation fails when Installation Manager is installed to a

non-default directory
Netcool/Impact installation fails when Installation Manager is installed to a non-default directory
with option -dL on Linux or UNIX systems. For example, userinst -dL /opt/IBM/IBMIMData or
groupinst -dL /opt/IBM/IBMIMData.

Symptom
Netcool/Impact installation failed on Linux or UNIX systems and the following error message is displayed.
ERROR: Error during "post-install configuration" phase:
CRIMA1217E: A problem occurred during the execution of the
/opt/IBM/tivoli/impact/install/configuration/cfg_scripts/collect_logs.xml file

Cause
The collect_logs.xml script could not find the default IBM Installation Manager directories
under user home directory $HOME/var/ibm/InstallationManager/logs and $HOME/var/ibm/
InstallationManager/histories.

Resolution
Complete the following steps.
1. Create the directory $HOME/var/ibm/InstallationManager/logs.
2. Create the directory $HOME/var/ibm/InstallationManager/histories.
3. Rerun the Netcool/Impact installation.

An internal error occurred on the User Registry panel

Symptom
Run a Netcool/Impact installation, select the GUI and Extensions option in the Installation Manager and
then go back to add the Impact Server option. You see the following error message.
An internal error occurred on the User Registry panel

Resolution
Close the Installation Manager and start it again.

Unable to view the Netcool/Impact GUI on a Solaris installation

Applies to Netcool/Impact 7.1.0.1.

Symptom
A user logs in to the Netcool/Impact GUI on Solaris. The user sees the following error message.
Connection Failed..... Unable to reach the nameserver to get the list of clusters

Resolution
Restart the Impact Server. Then, restart the Netcool/Impact GUI server.

Chapter 1. Troubleshooting Netcool/Impact 37

Unable to connect to OMNIbus during install with valid credentials

Symptom
When applying Fix Pack 4 on top of 7.1.0.2 and 7.1.0.3 and you have changed the UI locale post
install. The install fails to communicate with OMNIbus even when the credentials (host, port, username,
password) are the correct ones.

Resolution
Ensure that the user is enabled in OMNIbus. You can launch nco_config in OMNIbus and check the
User Information to make sure it is enabled. The following messages will be in the console.log file
(IMPACT_HOME/wlp/usr/servers/<profile name>/logs directory):

[WARNING ] ObjectServerRepository: Password check failed for user: impactadmin

[AUDIT ] CWWKS1100A: Authentication did not succeed for user ID impactadmin. An invalid user ID
or password was specified.

Cannot find Netcool/Impact components to install after Installation

Manager restarts

Symptom
Cannot find Netcool/Impact components to install after the Installation Manager is restarted.

Resolution
1. Launch Installation Manager.
• On Windows systems
– GUI: C:\Program Files\IBM\Installation Manager\eclipse\launcher
– Console: C:\Program Files\IBM\Installation Manage\eclipse\tools\imcl -c
• On UNIX systems
– GUI: USER_HOME/IBM/InstallationManager/eclipse/launcher
– Console: USER_HOME/IBM/InstallationManager/eclipse/tools/imcl -c
2. In the menu, select Files > Preferences > Repositories
3. Choose Add Repository and give the path INSTALL_IMAGE/ImpactRepository/disk1/
diskTag.inf. Where INSTALL_IMAGE is the path to the Netcool/Impact installation image directory.
Important: If you are using the IBM Netcool Operations Insight installation image, add the repository
and give the path INSTALL_IMAGE/ImpactExtRepository/disk1/diskTag.inf.
4. Go back to the Installation Manager main page and select Install.

Non-root user access to CD-ROM directory

Symptom
CD-ROM directory permissions are set to a non-root user when mounted by root user, but the CD-ROM
directory cannot be accessed by other non-root users.

Resolution
Complete the following steps.
1. Mount the CD-ROM as root user.

38 Netcool/Impact:
 2. Copy the entire CD-ROM directory to the local machine.
3. To grant read access to all non-root users, use the chmod command.

Installation Manager CRIMA1002W WARNING message

What to do if the Installation Manager CRIMA1002W WARNING message shows during a successful
installation.
The following warning shows during the installation and the installation still completes:
CRIMA1002W WARNING: The following repositories are not connected:

Installation Manager could not connect to one or more repositories which were previously configured in
Installation Manager. You can safely ignore the warning, or follow the User Action instructions in the log to
correct the configuration.

Cannot select another authentication option on the installation panel

Symptom
In some cases when you use the GUI mode installer, you might not be able to change the authentication
method on the Installation panel.

Resolution
• Cancel the installation and rerun the Installation by using the Console Mode or Silent Mode installation
options.
• You can also change the authentication method after installation by using the confAuth4OMNIbus and
confAuth4LDAP utilities.
For more information about confAuth4OMNIbus see the Security section in the Administration Guide.
For more information about confAuth4LDAP see the Configuring servers section in the Administration
Guide.

Exception messages display in the server locale

How to resolve exception messages that display in another language.

Symptom
While configuring a Netcool/Impact data source, data type, or viewing data from a data type, you might
receive exception messages from the back end server that show in the locale of the server system.

Resolution
You must run the Impact Server in the same locale as the browser locale.

Maintenance Window Management (MWM) does not work if the default

cluster name is not used

Symptom
Maintenance Window Management fails to work properly if the default cluster name NCICLUSTER is not
used. Upon loading the MWM main page, you see the following message:
Could not retrieve a client for accessing the Impact server,
under cluster: clustername

Chapter 1. Troubleshooting Netcool/Impact 39

 Cause
The MWM operator view is configured to work with the default cluster name NCICLUSTER in a new install.

Resolution
You must run the $IMPACT_HOME/bin/nc_ant tool on the GUI Server. Use this command to create the
operator view files for the Event Isolation and Correlation and Maintenance Window Management.

nc_ant -f installAddOnOpview.xml -DCLUSTERNAME=ClusterName NewCluster

Where ClusterName is the cluster name. The NewCluster parameter is a hardcoded parameter and is
not meant to be changed.

When you load the Configuration Documenter, the URL uses the GUI Server
IP address instead of the FQDN

About this task

When the Configuration Documenter starts, the Configuration Documenter URL uses the IP address that is
used by the GUI Server to connect to the Impact Server.
In some cases, the Configuration Documenter is unable to connect to the Impact Server because of
problems with the IP address used by Netcool/Impact.

Procedure
1. Stop the Impact Server.
2. To enable Netcool/Impact to use the FQDN (Fully Qualified Domain Name) instead of the IP
address, add the following statement to the NCI_server.props file in the <install_directory>/
impact/etc/ directory:

impact.server.iphostname=<Fully_qualified_domain_name>

where <Fully_qualified_domain_name> is the fully qualified domain name.

3. Save your changes
4. Restart the Impact Server.

Results
When the Configuration Documenter starts, the URL uses the FQDN to connect to the Impact Server.

Impact install on AIX failing when XPG_SUS_ENV is set to ON

Symptom
Impact install on AIX fails with error:

JVMJ9VM015W Initialization error for library j9gc26(2): Failed to instantiate heap; 1M requested

Cause
When XPG_SUS_ENV is set to ON, the program will not run if the maxdata value is larger than the current
hard limit on data size.

40 Netcool/Impact:
 Resolution
1. Open a command line prompt
2. Type: unset XPG_SUS_ENV
3. Install Impact

Silent install fails with IMPACTIN0275E

Symptom
When installing Netcool/Impact, with silent install, the following message is displayed:

IMPACTIN0275E A local fully qualified host name is required. The user.localHostName is not
defined in the response file.

Cause
user.localHostName can be specified in the silent install response file. If not set, localhost is
used for the default value for the Fully Qualified Hostname. If user.localHostName is not set and
localhost is not resolvable for the install user, IMPACTIN0275E is displayed.

Resolution
To resolve: add

<data key='user.localHostName' value='FQDN'/>

to the silent install response file.

Migration issues
This section describes how to resolve common issues relating to the Migration in Netcool/Impact.

Migrating from Netcool/Impact 5.1.1 FP2 (or later) to Netcool/Impact 7.1

Applies to Netcool/Impact 7.1 GA Linux only

Problem
When migration is finished Netcool/Impact 7.1 fails to start and throws the following exception:

java.lang.VerifyError: JVMVRFY012 stack shape inconsistent; class=com/micromuse/response/jabber/

JabberReader, method=startRunning()V, pc=338

Solution
Remove the following JAR files from $IMPACT_HOME/dsalib and restart Impact Server:

AdventNetSnmp-4.jar
ant-contrib-1.0b2.jar
axiom-api-1.3.1.jar
axiom-dom-1.3.1.jar
axiom-impl-1.3.1.jar
axis2-codegen-1.3.1-3537.jar
axis2-kernel-1.3.1-3537.jar
axis2-xmlbeans-1.3.1-3537.jar
commons-logging-1.1.jar
ipa-1.0-20120430.jar
neethi-1.3.1.jar
smack-2.2.1.jar

Chapter 1. Troubleshooting Netcool/Impact 41

 smackx-2.2.1.jar
xlxpScanner-1.1.14.jar
xlxpScannerUtils-1.1.14.jar
XmlSchema-1.3.1.jar

Migration script does not allow the import of two instances to 7.1
If you are running two Netcool/Impact instances on one Impact installation for 5.x or 6.x and you want to
migrate to 7.1, you cannot do a direct migration of both instances. The instances must be migrated into
individual Netcool/Impact installations on 7.1
Important: You can still access both instances with one GUI server. However, the two instances are not
located under the one $IMPACT_HOME directory on Netcool/Impact 7.1.
Use the following scenario as an example. Netcool/Impact 6.1 is installed to /opt/IBM/tivoli/
impact and within that $IMPACT_HOME directory you have two Impact instances, NCI_A and NCI_B.
You want to migrate NCI_A and NCI_B to Netcool/Impact 7.1. Use the following steps to complete this
scenario.
1. Install two Netcool/Impact 7.1 servers to match the two instances you have in 5.x or 6.x, for
example, NCI_A and NCI_B.
2. Export all the data, by using the following command.

migrate.sh -export61to71 <old NCHOME directory> <export directory>

-password61 <Impact 6.1 password>

3. Make copy of the <export directory> so you have two identical directories, expNCI_A
andexpNCI_B.
4. In the expNCI_A directory, delete the following files impact/etc/NCI_B_* files and impact/
policies/NCI_B_* files
5. In the expNCI_B directory, delete the following files impact/etc/NCI_A* files and impact/
policy/NCI_A* files.
6. Go to the NCI_A Netcool/Impact 7.1 installation and run the following migration import script.

migrate.sh -import61to71 <new NCI_A IMPACT_HOME directory> <expNCI_A dir>

-password71 <Impact 7.1 password>

a. Remove from SVN, all artifacts from the NCI_B Netcool/Impact instance by running the following
command.

<new NCI_A IMPACT_HOME >/bin/nci_svn_remove NCI_B

b. Delete the local copies of the NCI_B files in <new NCI_A IMPACT_HOME>/etc/ and <new
NCI_A IMPACT_HOME>/policy/.
7. Go to the NCI_B Netcool/Impact 7.1 installation and run the migration import script.

migrate.sh-import61to71 <new NCI_B IMPACT_HOME directory>

<expNCI_B dir> -password71 <Impact 7.1 password>

a. Remove from SVN all artifacts for the NCI_A Impact instance by running the following command.

<new NCI_B IMPACT_HOME >/bin/nci_svn_remove NCI_A

b. Delete the local copies of NCI_A files in <new NCI_B IMPACT_HOME>/etc/ and <new NCI_B
IMPACT_HOME>/policy/.
8. Stop both Impact 7.1 servers by using the following command.

<new IMPACT_HOME>/bin/stopImpactServer.sh

9. Check and update the server.props file on both servers, if required:

42 Netcool/Impact:
 execute <new IMPACT_HOME>/bin/nci_crypt <password 7.1>

Ensure the encrypted password string output from nci_crypt matches the output in the
server.props file

<new IMPACT_HOME>/etc/server.props file

10. Start both servers by using the following command.

<new IMPACT_HOME >/bin/startImpactServer.sh

The message "JAVA_HOME is not defined correctly" gets displayed when

running the migrate script

Symptom
When you run the migrate script (.sh or .bat) with parameters, the message "JAVA_HOME is not
defined correctly" gets displayed.

Cause
The supplied parameters to the migration script didn't match any of the expected values.

Resolution
Ensure that the parameters supplied to the migrate script exactly match what it expects. Check
the accepted parameters by providing the -help option to the script. Ex: IMPACT_HOME/install/
migration/migrate.sh -help

Networking and connectivity issues

This section describes how to resolve common issues relating to networking and connectivity in Netcool/
Impact.

ActiveMQ Port conflict when JazzSM and Impact are on the same machine

Symptom
Symptoms are intermittent and varied. They include:
1. Logout from JazzSM is unresponsive.
2. JazzSM does not respond to stopServer.sh command.
3. Errors seen in Websphere or Liberty logs:

ERROR [Default Executor-thread-9] (BrokerService.java:621) - Failed to start Apache ActiveMQ

([ActiveMQBroker, null], java.io.IOException: Failed to bind to server socket: nio://
0.0.0.0:16324 due to: java.net.BindException: Address already in use).
java.io.IOException: Failed to bind to server socket: nio://0.0.0.0:16324 due to:
java.net.BindException: Address already in use

Logs files are ImpactUI/logs/messages.log

4. Connectivity sluggishness on Impact UI.

Chapter 1. Troubleshooting Netcool/Impact 43

 Cause
JazzSM and Impact are listening on the same ActiveMQ Port: 16324.
The issues occurs when all the conditions below are met:
1. JazzSM and Impact are installed on the same machine.
2. JazzSM and Impact are running at the same time. Symptoms vary depending on which one starts first.
3. JazzSM is installed using default port range - i.e. starting with port 16310 and with 16324 for
ActiveMQ.

Resolution
1. Create a new text file called ActiveMQBroker.properties and place it under the Impact install.
Take note of the directory path for the new file.
Use the ActiveMQBroker.properties sample below, or copy the file from a JazzSM install i.e.
from /opt/IBM/JazzSM/ui/properties/ActiveMQBroker.properties
The important point to note is that the port used for ActiveMQBroker.transportConnectorURIs
property, in this file, must not be 16324. Pick an unused port - i.e. 16399, or any unused port.
Sample: ActiveMQBroker.properties

ActiveMQBroker.brokerName=ActiveMQBroker ActiveMQBroker.persistent=false
ActiveMQBroker.useJmx=false ActiveMQBroker.transportConnectorURIs=nio://0.0.0.0:16399
ActiveMQBroker.mc.createConnector=false ActiveMQBroker.useShutdownHook=false
// Configurable properties, can be modified:
// timeout: the number of seconds to wait for events ActiveMQBroker.timeout=5
// pollDelay: the number of seconds to wait before next poll ActiveMQBroker.pollDelay=25
// pollErrorDelay: the number of seconds to wait after an error before next poll
ActiveMQBroker.pollErrorDelay=5
// totalMemoryLimit: the maximum amount of memory allowed for ActiveMQ messages
ActiveMQBroker.totalMemoryLimit=20971520
// queueMemoryLimit: the maximum amount of memory allowed for ActiveMQ messages
ActiveMQBroker.queueMemoryLimit=524288

2. Update <impact install location>/wlp/usr/servers/<ImpactUI Server>/apps/

ImpactUI.ear/com.ibm.tivoli.rest.war/WEB-INF/web.xml and set the ActiveMQServlet
port to the same new port as above.

<!-- ActiveMQServlet -->

<context-param>
<param-name>org.apache.activemq.brokerURL</param-name>
<param-value>nio://localhost:16399</param-value>
</context-param>
<context-param>
<param-name>brokerURL</param-name>
<param-value>nio://localhost:16399</param-value>
</context-param>

3. Edit the bootstrap.properties files for the Impact UI server, i.e. typically located here:
/opt/IBM/tivoli/impact/wlp/usr/servers/ImpactUI/bootstrap.properties
Add a new property com.ibm.tivoli.rest.utils.BROKER_PROPS_HOME to this file, to specify a
directory for the new file.
i.e. if the file is here: /opt/IBM/tivoli/impact/ActiveMQBroker.properties, add the
following line:

com.ibm.tivoli.rest.utils.BROKER_PROPS_HOME=/opt/IBM/tivoli/impact

4. Restart Impact UI Server.

$IMPACT_HOME/bin/stopGUIServer.sh
$IMPACT_HOME/bin/startGUIServer.sh

44 Netcool/Impact:
 Aside: the above is for when you want to change the activeMQ port in Impact. However, if changing the
port on the JazzSM side more is required - the port needs to change in one of the applications.

Impact 7.1 connecting to MySQL database through ODBC

Symptom
Unable to connect to MySQL Data-Source using ODBC, resulting in error message:

'/opt/IBM/tivoli/impact/wlp/usr/servers/NCI/logs/messages.log':
[12/4/14 11:05:07:807 GMT] 000002e0 SystemErr
R Unable to load JdbcOdbc library:java.sql.SQLException: Unable to load JdbcOdbc library

Resolution
Set the environment variable LD_PRELOAD to /usr/lib64/libodbc.so in the shell Impact is started
from or in the system. For example:

export LD_PRELOAD=/usr/lib64/libodbc.so (the location might vary, depending on the UNIX flavour
and the 32/64bit type)

In the shell Impact was started from (startImpactServer). Impact server would have to be restarted if it
was already running for this change to take affect.

Netcool/Impact GUI errors are displayed after you view the Cluster Status
page

Symptom
Occurs when the Impact server and the GUI server are on the same host.
If you log in to the Netcool/Impact GUI, and the Cluster status page on the same browser
session, for example https://localhost:16311/ibm/console and https://localhost:9080/
nameserver/services
Error messages such as internal server error or access forbidden are displayed in the
Netcool/Impact GUI.

Resolution
Close the Cluster status page. Log out of Netcool/Impact then log back in.

GUI tabs display blank lists

Symptom
The Policy, Data Model, Services, and Operator View tabs show an empty list when you switch from one
tab to another. In some instances, the Loading in-progress dialog remains stuck on-screen. This issue
occurs when the network, server, or client systems are performing slowly or are under a heavy load.

Resolution
Refresh the Netcool/Impact GUI browser.

Chapter 1. Troubleshooting Netcool/Impact 45

JMS error when the Test Connection button is clicked multiple times
When a JMS data source is created with faulty configuration and the Test Connection button is clicked
multiple times, the JMS displays an error.

Symptom
When the Test Connection button is clicked multiple times, JMS displays a misleading error
com.micromuse.common.datasource.JMSDataSourceException: Too many pending JMS
Connections, cannot proceed.

Cause
The JMS data source is created with faulty configuration.

Resolution
Correct the configuration and restart the server. For more information about JMS configuration, see JMS
data source configuration properties in the User Interface Guide.

Connection error in JRExec server

JRExec server fails to connect and shows the following error: java.net.ConnectException:
Connection refused.

Symptom
Using the JRExecAction function within a policy is results in an error:

'An exception occurred while executing Policy.

Please examine server.log for more details
or check the Policy. The exception was:
Exception in policy: . Exception in policy.
Error while executing external action:
Could not connect to server: java.rmi.ConnectException:
Connection refused to host: localhost;
nested exception is: java.net.ConnectException:
Connection refused'

Resolution
These are typical exceptions that occur when the nci_jrexec is not running. To address this issue, start the
JRExec process, by running the following command:
$IMPACT_HOME/bin/nci_jrexec

Compiling nci_compliewsdl causes exception errors

How to resolve nci_compliewsdl exception errors.

Symptoms
Compiling the nci_compliewsdl script causes exception errors similar to the following examples:
Exception in thread "main" java.lang.Exception: Could not find WSDL compiling
output jar file
nci_compilewsdl: Failed to compile wsdl [Filename.wsdl] (error 1)

Resolution
Repeat the process in an environment with internet access to compile the script correctly.

46 Netcool/Impact:
Impact server binding to the wrong interface on a multi-networked machine
When you are installing Netcool/Impact on a computer with multiple network interfaces, the Netcool/
Impact server might not bind to the same interface as the nameserver.

Symptoms
The Netcool/Impact server becomes inaccessible.

Resolution
There is an additional parameter that you have to use when the server is configured in this way. In the
<server name>_server.props file, add the following parameter:
impact.server.ipaddress=<ipaddress>
for each interface that you need the server to bind to.

IP Mulitpathing support in Impact

IP Multipathing is used for network card failure. For example, if your using 2 Network Interface Cards, and
one fails, the application uses the remaining card.

Resolution
IP Mulitpathing is not supported on Impact.

Internal error on Sybase and the ObjectServer DSA in Impact

The columns of the Sybase database or the ObjectServer database fail resulting in an error message
indicating that the columns are "DEAD".

Symptoms
The following messages appear in the impactserver.log file:

ERROR [Debug] java.sql.SQLException: JZ006:

Caught IOException: java.io.IOException:JZ0R3:Column is DEAD.
This is an internal error; please report it to Sybase technical support.

Resolution
1. Stop the Impact server
2. Back up and edit the $IMPACT_HOME/etc/<serverName>_<datasourceName>.ds file.
3. Add the following to the end of the .ds file:
• For ObjectServer DSAs:

<datasourceName>.ObjectServer.NUMDSPROPERTIES=1
<datasourceName>.ObjectServer.DSPROPERTY.1.NAME=REPEAT_READ
<datasourceName>.ObjectServer.DSPROPERTY.1.VALUE=true

• For the Sybase DSAs:

<datasourceName>.Sybase.NUMDSPROPERTIES=1
<datasourceName>.Sybase.DSPROPERTY.1.NAME=REPEAT_READ
<datasourceName>.Sybase.DSPROPERTY.1.VALUE=true

Replace <datasourceName> with the actual name.

4. Restart the Impact server.

Chapter 1. Troubleshooting Netcool/Impact 47

 Note: You must manually add these properties to all of your Impact Cluster members, as they will not
replicate these new properties to your other cluster members.

SNMP DSA is not sending traps

The SNMP DSA is not able to send traps because the Management Information Base (MIB) file is
corrupted.

Symptoms
You are unable to run a policy to send traps.

Cause
The MIB file corrupted.

Resolution
Check your MIB file with a MIB Browser tool before you place the MIB in the $IMPACT_HOME/dsa/
snmpdsa/mibs directory. This ensures that the MIB is not corrupted.

Test connection database error CTGBA0024E

How to resolve a failed data source connection to the DB2 database that is running on z/OS.

Symptoms
You might receive the following error when you try to create a data source to access a remote DB2
database that is running on z/OS.

CTGBA0024E The test connection was not opened.

Reason: Could not connect to databases.

Cause
The JDBC driver and license .jar files from the source DB2 database might not be accessible by the
Impact Server.

Resolution
1. Install the DB2 Connect client on a distributed system.
2. Copy the db2jcc.jar and db2jcc_license*.jar files from your SQLLIB\java directory where
the DB2 database is installed, into the IMPACT_HOME/dsalib directory on the Impact Server. The
JAR files must be at the same version level or higher than the z/OS DB2 instance that you are
connecting to.
3. Restart the Impact Server.

Oracle DSA does not configure with Oracle alias

Impact uses a JDBC driver to establish communications with third party databases. Impact does not
require tnsnames.ora or any other similar file to be configured by the customer.
All configuration is done in the Impact Data Model UI. (Host/port/SID/username/password etc).

48 Netcool/Impact:
ConfAuth4OMNIbus script fails with connection refused error at the
updatePlugins step
The ConfAuth4OMNIbus script fails with connection refused error at the updatePlugins step. This also
applies to the ConfAuth4LDAP script.

Symptom
Script fails with connection refused error at the updatePlugins step:

updatePLUGINS:
[echo] Updating plugin registration
[echo] Run command java -jar
/opt/IBM/tivoli/impact/cli/cli.jar -
deletePlugin Preferences -pluginurl_username impactadmin -
pluginurl_password xxxxxx -consoleRest https://localhost:
16311/ibm/console/rest -username impactadmin -password xxxxxx
[java] Deleting a plugin.
[java] Error during request:
[java] java.net.ConnectException: Connection refused

Cause
updatePlugins step was not able to resolve the localhost.

Resolution
The workaround is to set the alias for localhost in the /etc/hosts to the hostname of the server and
then have the ipaddress correspond to that hostname or in case of multiple NICs on that host, have the
ipaddress that is used to install Impact correspond to the hostname.

The SSL connection cannot be initialized CWWKO0801E

Symptoms
The Websphere Liberty report multiple SSL handshake errors from a remote source in messages.log.

com.ibm.ws.channel.ssl.internal.SSLHandshakeErrorTracker E CWWKO0801E: The SSL connection

cannot be initialized from the x.x.x.x host and xxxxx port on the remote client to the x.x.x.x
host and xxxxx port on the local server. Exception: javax.net.ssl.SSLException: The WebSphere
server received an unencrypted inbound communication on a secure connection. This does not
indicate a problem with the WebSphere server. To resolve the issue, configure the client to use
SSL or to connect to a port on the WebSphere server that does not require SSL.
at
com.ibm.ws.channel.ssl.internal.SSLHandshakeErrorTracker.noteHandshakeError(SSLHandshakeErrorTra
cker.java:86)
at com.ibm.ws.channel.ssl.internal.SSLConnectionLink.readyInbound(SSLConnectionLink.java:620)
at com.ibm.ws.channel.ssl.internal.SSLConnectionLink.ready(SSLConnectionLink.java:340)

Cause
A remote client is attempting to connect to Impact's SSL port using a non-SSL or unsupported client
protocol.

Resolution
The remote client should be configured to use an SSL/TLS protocol such as TLS v1.2. If the client only
supports older protocol versions, refer to the Configuring TLS versions topic on how to enable them on the
Impact server.

Chapter 1. Troubleshooting Netcool/Impact 49

Operator View issues
This section describes how to resolve common issues relating to the Operator View in Netcool/Impact.

Operator View crashes

Symptom
Operator View crashes. The following exception is generated:
ERROR [SoapManagerFacadeImpl] Could not run policy Opview_policy
com.micromuse.response.common.PolicyProcessingException: Unhandled Exception:
ERROR=Object not found on line 1 of statement 'SELECT ...

Cause
Impact Server runs out of memory. When an operator view is set to return tabs or table of info from a data
type that returns 1000s of rows, the Operator View gets stuck trying to return too many rows and crashes
the Impact server.

Resolution
This issue is not specific to OpViews. The policy functions GetByFilter/GetByKey don't automatically
limit the number of returns based on available memory. The resolution is to only run SQL for an amount of
data less than the max heap allotted to Impact.

Performance issues
This section describes how to resolve common issues relating to the Performance in Netcool/Impact.

Impact server CPU spikes

Symptom
The CPU on the Impact CPU reaches 100% utilization.

Cause
An infinite loop in an Impact policy can cause this situation.

Resolution
Use the following steps to try and isolate which policy is the culprit
1. Set autostart for all event readers to false
2. Restart the Tivoli Netcool Impact Server
3. Start the events readers, one at a time, manually, checking for CPU usage after each start.
If the above is not helpful, then using the top -H command will show which thread is using the most
CPU. A javacore will show the java stack trace for all threads and thus the offending policy can be
discovered.
To break down cpu per thread, use top -H <PID>

top -H -p <process pid>

The command will show the threads usage for each thread that started for the process pid.

50 Netcool/Impact:
Unfortunately some versions of top -H command don't show the thread names - just the native ID of
the thread, in the PID column. The output shows which threads are using the most CPU in the TIME+
column, but to know which thread the ID corresponds to, a matching java core is required. java cores can
be created using kill -QUIT for the java process.
The Java Code prints the NID (Native ID) in Hex, which can be converted to decimal to match with the PID
reported in top -H

3XMTHREADINFO "Thread-20" J9VMThread:0x00000000819B5800,

j9thread_t:0x00007F96B4D4A080, java/lang/Thread:0x0000000001D29F20, state:CW, prio=5
3XMJAVALTHREAD (java/lang/Thread getId:0x1E, isDaemon:true)
3XMTHREADINFO1 (native thread ID:0x5402, native priority:0x5, native
policy:UNKNOWN)

An example of a policy with an infinite loop is below:

Even if the while loop is inside else statement, as soon as Num becomes 2 , the policy will enter an infinite
loop:, notes in bold

Num = length(EscDB);
//Means that there is no L1 standby User configured
if ( Num == 0 ) {
L1Standby = 'None';
}
elseif (Num == 1)
{ //Only 1 L1 Standby User configured
L1Standby = EscDB[0].UserID;
}
else
{ //More than one user configured as L1 standby....
// Assign the first value (preceeding the comma)
//Here Num = 2

Chapter 1. Troubleshooting Netcool/Impact 51

 c = 1;
L1Standby = EscDB[0].UserID;
while (c < Num) { //condition is true and enters the block of code

L1Standby = L1Standby+","+EscDB[0].UserID;
//before existing the loop c is still 1 and never incremented , hence loop again until c is at
least 2 which never happens, hence infinite waiting
}
c = c + 1;
}

//correct code should be:

c = 1;
L1Standby = EscDB[0].UserID;
while (c < Num) { //condition is true and enters the blocks

L1Standby = L1Standby+","+EscDB[0].UserID;
c = c + 1; // c is incremented to 2
//before existing the loop c is 2 which makes the condition false, hence exist the loop
}

PolicyLogger issues
This section describes how to resolve common issues relating to the PolicyLogger.

Policy log viewer window is not updating

Problem
The policy logger is not producing any output or the log viewer is returning multiple duplicates of the
same output statement.

Resolution
Ensure the system times for the GUI server and cluster servers are synchronized. A time drift between the
servers can result in erratic output in the policy logger.

Policy logger not showing content

Problem
The policy logger stops displaying log entries after you run a policy with the CommandResponse function.
The impactserver.log may also report multiple unmarshalling errors. For example:
Interceptor for {http://soap.common.response.micromuse.com/}SoapActionTreeLoggerService#
{http://soap.common.response.micromuse.com/}getLog has thrown exception, unwinding now
org.apache.cxf.interceptor.Fault: Unmarshalling Error: An invalid XML character
(Unicode: 0x1b) was found in the element content of the document.

Resolution
1. Stop the Impact Server.

<impact_home>/bin/stopImpactServer.sh

2. Navigate to the logs directory and rename the log file, <servername>_policylogger.log

cd <impact_home>/logs/
mv <servername>_policylogger.log <servername>_policylogger.bak

where <servername> is the name of the Impact Server. For example:

mv NCI_policylogger.log NCI_policylogger.bak

3. Start the Impact server.

52 Netcool/Impact:
 <impact_home>/bin/startImpactServer.sh

Event reading and processing issues

This section describes how to resolve common issues relating to event reading and processing in Netcool/
Impact.

Events are processed twice

Symptom
Events are enriched twice in Impact.

Cause
This issue can occur if there is duplicate alerting, i.e. events are updated by multiple sources, for example,
if there are two active probes monitoring the same event source.
Note: Normally in probe architecture, there would not be two active probes monitoring the same sources.
Instead a Master and Slave probe configuration would be used, so only the Master probe would send
alerts.

Resolution
1. Ensure there is a flag field on the event to monitor if enrichment has already occurred. i.e.
TicketingComplete
2. Update the policy used for event processing to check this flag and exit if the event is already
processed, i.e.

If (EventContainer.TicketingComplete != 0) {
Exit();
}

Understanding the Event Reader Log Messages

When viewing the log messages for OMNIbus Reader, you would see messages like:

Read: 266 New Read: 261 Updates: 0 OSQueue: 261 ReadBuffer: 1248 Time: 0 Events Read/Sec: 266
New Events Read/Sec: 261 Memory: 250794008

What does it mean? Below is a brief explanation:

Read: 266 These are the number of events read in the current query.
New Read 261: Out of these 266 events, 261 events are "new". Impact has a internal buffer where it
stores the events read in the last 3 queries. When Impact gets events, it first checks if the event is the
"same" as any event present in the ReadBuffer. If it is, then it is not added to the Reader Queue. In this
example, only 5 events were dropped, the remaining 261 events are placed in the Reader Queue
OSQueue: This is the size of the queue where the "Raw" events are placed. By Raw, I mean events
which are received from the select statement executed in OMNIbus and are new events as explained
above. Almost always, OSQueue = New Read because events from OSQueue are immediately send over
to another queue where they are evaluated against filters to determine which policy they should be send
over to.
ReadBuffer: This is size of the buffer which was explained in the New Read section Time: Time it took
to fetch the events from the Query Result Set
Events Read/Sec: Number of events Read per second.

Chapter 1. Troubleshooting Netcool/Impact 53

 New Events/Sec: Number of New events Read per second
Memory: Memory utilized in the JVMs heap.

Data source updates are not picked up by database and OMNIbus event
readers

Problem
When you edit a data source configuration that is assigned to a database event reader or an OMNIbus
event reader, the event reader continues to use the previous data source configuration.

Resolution
The event reader does not pick up the new data source configuration unless you save the event reader
changes.
1. Stop the event reader service.
2. Edit the event reader data source, then click Clear State and Clear Queue and click Save on the event
reader.
3. Restart the event reader and the changes to the data source configuration are implemented.

Flushing a Kafka topic to reset a listener

If a listener receives bad data (for example, the data sent does not match the deserializers specified in
the listener) you may want to reset the listener without stopping and restarting Impact.

Problem
You can see that a listener has received bad data if the listener server stops and writes the following type
of entry to the listener log:

[KafkaListenerTwo]Polling the Kafka Datasource Kafka1 and Group MyNewGroup with a interval of
10000 ms.
[KafkaListenerTwo]An Exception occcurred Error deserializing key/value for partition Topic0-0
at offset 0. If needed, please seek past the record to continue consumption.
[KafkaListenerTwo]Stopping service.
[KafkaListenerTwo]Service stopped.
...
[KafkaListenerTwo]Polling the Kafka Datasource Kafka1 and Group MyNewGroup with a interval of
10000 ms.
[KafkaListenerTwo]An Exception occcurred Error deserializing key/value for partition Topic0-0
at offset 2. If needed, please seek past the record to continue consumption.
[KafkaListenerTwo]Stopping service.
[KafkaListenerTwo]stopRunning: Trying to stop service..

Resolution
You can use the bin/kafka-delete-records.sh command to delete the bad data from Kafka. This
command allows you to delete all the records from the beginning of a partition, until the specified offset.
Given the example log entry above, the details of the record to be deleted are for partition Topic0-0 at
offset 2.
In this case the JSON for kafka-delete-records.sh would be:

{
"partitions": [
{
"topic": "Topic0",
"partition": 0,
"offset": 3
}
],

54 Netcool/Impact:
 "version": 1
}

Where the offset specified is one higher than the problematic offset reported in the listener log.
Specifying an offset of 3 means the command deletes all messages from the start up to offset 3.
Save this JSON to a file called deleteme.json and run the following command:

./kafka-delete-records.sh --bootstrap-server kafkaserverhost:port --offset-json-file

deleteme.json

Then restart the Kafka listener.

Note: If all messages need deleting from the topic, then specify in the JSON an offset of -1

Web services issues

This section describes how to resolve common issues relating to the Web services in Netcool/Impact.

Web services error that can be ignored

The addressingNamespace error shown below is not harmful. It is coming from the deployer in Apache
which is trying to add naming handler that is not used in the wss file and it is not needed. Hence, it can be
ignored.

00000028 ModuleDeploye E org.apache.axis2.deployment.ModuleDeployer deploy The

addressing-1.3.mar module, which is not valid, caused addressingNamespace
java.lang.NoSuchFieldError: addressingNamespace
at
org.apache.axis2.handlers.addressing.AddressingFinalInHandler.<init>(AddressingFinalInHandler.ja
va:41)
at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
at sun.reflect.NativeConstructorAccessorImpl.newInstance(NativeConstructorAccessorImpl.java:39)
at
sun.reflect.DelegatingConstructorAccessorImpl.newInstance(DelegatingConstructorAccessorImpl.java
:27)
at java.lang.reflect.Constructor.newInstance(Constructor.java:513)
at java.lang.Class.newInstance0(Class.java:355)
at java.lang.Class.newInstance(Class.java:308)
at org.apache.axis2.deployment.util.Utils$1.run(Utils.java:94)
at org.apache.axis2.java.security.AccessController.doPrivileged(AccessController.java:132)
at org.apache.axis2.deployment.util.Utils.addFlowHandlers(Utils.java:90)
at org.apache.axis2.deployment.DeploymentEngine.addNewModule(DeploymentEngine.java:469)
at org.apache.axis2.deployment.ModuleDeployer.deploy(ModuleDeployer.java:74)
at
org.apache.axis2.deployment.repository.util.DeploymentFileData.deploy(DeploymentFileData.java:13
6)
at org.apache.axis2.deployment.DeploymentEngine.doDeploy(DeploymentEngine.java:597)
at org.apache.axis2.deployment.RepositoryListener.init(RepositoryListener.java:237)
at org.apache.axis2.deployment.RepositoryListener.init2(RepositoryListener.java:68)
at org.apache.axis2.deployment.RepositoryListener.<init>(RepositoryListener.java:63)
at org.apache.axis2.deployment.DeploymentEngine.loadRepository(DeploymentEngine.java:147)
at
org.apache.axis2.deployment.FileSystemConfigurator.getAxisConfiguration(FileSystemConfigurator.j
ava:133)
at
org.apache.axis2.context.ConfigurationContextFactory.createConfigurationContext(ConfigurationCon
textFactory.java:68)
at
org.apache.axis2.context.ConfigurationContextFactory.createConfigurationContextFromFileSystem(Co
nfigurationContextFactory.java:184)
at
com.micromuse.common.parser.internal.core.functions.WebServiceInvokeDLFunction.runCompute(WebSer
viceInvokeDLFunction.java:261)
at com.micromuse.common.parser.FunctionImpl.compute(FunctionImpl.java:56)
at
com.micromuse.common.parser.internal.core.PolicyParserInterpreterVisitor.visit(PolicyParserInter
preterVisitor.java:942)
at
com.micromuse.response.common.parser.AbstractPolicyParserInterpreterVisitor.visit(AbstractPolicy
ParserInterpreterVisitor.java:303)
at
com.micromuse.response.common.parser.IPLImpactNoActionInterpreterVisitor.visit(IPLImpactNoAction
InterpreterVisitor.java:171)

Chapter 1. Troubleshooting Netcool/Impact 55

 at com.micromuse.common.parser.internal.core.ASTFunctionCall.jjtAccept(ASTFunctionCall.java:17)
at
com.micromuse.common.parser.internal.core.PolicyParserInterpreterVisitor.visit(PolicyParserInter
preterVisitor.java:167)
at
com.micromuse.response.common.parser.AbstractPolicyParserInterpreterVisitor.visit(AbstractPolicy
ParserInterpreterVisitor.java:147)
at com.micromuse.common.parser.internal.core.ASTAssignment.jjtAccept(ASTAssignment.java:17)
at
com.micromuse.common.parser.internal.core.PolicyParserInterpreterVisitor.visit(PolicyParserInter
preterVisitor.java:807)
at
com.micromuse.response.common.parser.AbstractPolicyParserInterpreterVisitor.visit(AbstractPolicy
ParserInterpreterVisitor.java:393)

serviceNow forces Impact to qualify a soap response as being invalid

Symptom
The following error will display in the policy error alert box when a web service policy is executed.

ERROR: Unhandled Exception: error: The document is not a insertResponse@http://www.service-

now.com/change_request:
document element namespace mismatch expected "http://www.service-now.com/change_request" got ""
in policy: myWebServicePolicy

Cause
Impact may consider SOAP responses from a ServiceNow instance to be invalid.

Resolution
In Impact 7.1 , the error below is resolved by adding the request parameter to the WSEndPoint value in
the webservices policy. The following must be added to the Impact webservices policy:

"&elementFormDefault=qualified"
WSEndPoint = 'https://XXX.service-now.com/change_request.do?SOAP&elementFormDefault=qualified

Following the update to the policy, the error will no longer occur.

Web services failing to run

Symptom
A customer enabled web services security and the web service policy was failing to run.

Cause
The problem was a missing parameter that is part of the classes inside the jar that is created by the
complier from the WSDL file.
The WSDL file was created by the web services team at the target environment so this parameter could
not be extracted by Impact.

Resolution
The entire SOAP envelope can be sent to the web server by using the the GetHTTP method in an Impact
policy. Please see the following example Impact policy.
The formatting of the envelope needs to be very specific to the target environment.

function setAndSendTheRequest(Host,Port,Protocol,Path,Method,body, result) {

HTTPHost=Host;

56 Netcool/Impact:
 HTTPPort=Port;
//Protocol="https"; //here you can change it to https
Log("Connecting to REST Server: " + Host + " on port: " + Port);
ChannelKey="";
AuthHandlerActionTreeName="";
HttpProperties=NewObject();
// HttpProperties.ContentType="application/json";
HttpProperties.Content=body;
HttpProperties.UserId="netcool";
HttpProperties.Password ="XXX";
Log("Body: " + body); ThePage=GetHTTP(HTTPHost, HTTPPort, Protocol, Path, ChannelKey, Method,
AuthHandlerActionTreeName,
null, null, null, HttpProperties);
//Log(CurrentContext());
//Log("The page is " + ThePage);
result = ThePage;
}
CircuitID = "TPNDF[0230]Line4064/LAPTPND4064/S12_D200/TribBidirectional01";

env="<soapenv:Envelope xmlns:soapenv=\"http://schemas.xmlsoap.org/soap/envelope/\">"+
"<soapenv:Header>"+
"<ns7:ClientInfoHeader xmlns:ns7=\"urn:messages.ws.rightnow.com/v1_2\"
soapenv:mustUnderstand=\"0\">"+
"<ns7:AppID>Basic Create</ns7:AppID>"+
"</ns7:ClientInfoHeader>"+
"<wsse:Security xmlns:wsse=\"http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-
secext-1.0.xsd\" mustUnderstand=\"1\">"+
"<wsse:UsernameToken>"+
"<wsse:Username>netcool</wsse:Username>"+
"<wsse:Password Type=\"http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-username-token-
profile-1.0#PasswordText\">XXX</wsse:Password>"+
"</wsse:UsernameToken>"+
"</wsse:Security>"+
"</soapenv:Header>"+
"<soapenv:Body>"+
"<ns7:Create xmlns:ns7=\"urn:messages.ws.rightnow.com/v1_2\">"+
"<ns7:RNObjects xmlns:ns4=\"urn:objects.ws.rightnow.com/v1_2\" xmlns:xsi=\"http://www.w3.org/
2001/XMLSchema-instance\" xsi:type=\"ns4:Incident\">"+
"<ns4:CustomFields xmlns:ns2=\"urn:generic.ws.rightnow.com/v1_2\"
xsi:type=\"ns2:GenericObject\">"+
"<ns2:ObjectType>"+ "<ns2:TypeName>IncidentCustomFields</ns2:TypeName>"+
"</ns2:ObjectType>"+
"<ns2:GenericFields dataType=\"OBJECT\" name=\"c\">"+
"<ns2:DataValue>"+
"<ns2:ObjectValue xsi:type=\"ns2:GenericObject\">"+
"<ns2:ObjectType>"+
"<ns2:TypeName>IncidentCustomFields</ns2:TypeName>"+
"</ns2:ObjectType>"+
"<ns2:GenericFields dataType=\"NAMED_ID\" name=\"ticket_type\">"+
"<ns2:DataValue>"+
"<ns2:NamedIDValue>"+
"<Name xmlns=\"urn:base.ws.rightnow.com/v1_2\">TROUBLE</Name>"+
"</ns2:NamedIDValue>"+
"</ns2:DataValue>"+
"</ns2:GenericFields>"+
""+
"<ns2:GenericFields dataType=\"STRING\" name=\"detailed_description\">"+
"<ns2:DataValue>"+
"<ns2:StringValue>" + CircuitID + "</ns2:StringValue>"+
"</ns2:DataValue>"+
"</ns2:GenericFields>"+
"<ns2:GenericFields dataType=\"STRING\" name=\"netcool_id\">"+
"<ns2:DataValue>"+
"<ns2:StringValue>netcool1235</ns2:StringValue>"+

"</ns2:DataValue>"+
"</ns2:GenericFields>"+
"</ns2:ObjectValue>"+
"</ns2:DataValue>"+
"</ns2:GenericFields>"+
"</ns4:CustomFields>"+
"<ns4:PrimaryContact>"+
"<ns4:Contact>"+
"<ID xmlns=\"urn:base.ws.rightnow.com/v1_2\" id=\"84810\" />"+
"</ns4:Contact>"+
"</ns4:PrimaryContact>\n"+
"<ns4:StatusWithType>\n"+
"<ns4:Status>\n"+
" <Name xmlns=\"urn:base.ws.rightnow.com/v1_2\">Assigned</Name>\n"+
"</ns4:Status>\n"+
"</ns4:StatusWithType>\n"+
""+

Chapter 1. Troubleshooting Netcool/Impact 57

 "</ns7:RNObjects>"+
"<ns7:ProcessingOptions>"+
"<ns7:SuppressExternalEvents>false</ns7:SuppressExternalEvents>"+
"<ns7:SuppressRules>false</ns7:SuppressRules>"+
"</ns7:ProcessingOptions> "+
"</ns7:Create>"+
"</soapenv:Body>"+
"</soapenv:Envelope>";

Path = "/cgi-bin/support.cfg/php/custom/api_for_netcool.php";
Protocol="http";
Method="POST";
result = "";
setAndSendTheRequest("mywebserver.host.com",80,Protocol,Path,Method,(""+env),result);
Log("result: " + result);

Web services library directory getting corrupted while replicating

The WSDL file created for web services does not replicate properly from the primary to the secondary
server.

Symptoms
The jar file created for web services gets corrupted while replicating from the primary to the secondary
server.

Resolution
To compile the WSDL, you perform the following tasks:
• Obtain the WSDL file for the Web service.
• Run the WSDL compiler script.
• The jar files are created in the $IMPACT_HOME/wslib directory on the primary server. Copy the jar files
from the $IMPACT_HOME/wslib directory to all the secondary servers.
• After compiling the WSDL file either from the wizard or the nci_compile WSDL command, the files need
to be copied to all the secondary servers. If an existing package file is recompiled, you need to copy the
jar files to all the secondary servers and restart the Netcool/Impact instances.
Note: If the WSDL file contains XSD imports, these files are provided separately. The WSDL files and
related XSD files must be placed in a directory with no spaces.

58 Netcool/Impact:
Appendix A. Notices

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representative for information on the products and services currently available in your area. Any reference
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evaluate and verify the operation of any non-IBM product, program, or service.
IBM may have patents or pending patent applications covering subject matter described in this
document. The furnishing of this document does not give you any license to these patents. You can
send license inquiries, in writing, to:

IBM Director of Licensing

IBM Corporation
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For license inquiries regarding double-byte (DBCS) information, contact the IBM Intellectual Property
Department in your country or send inquiries, in writing, to:

Intellectual Property Licensing

Legal and Intellectual Property Law
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1623-14, Shimotsuruma, Yamato-shi
Kanagawa 242-8502 Japan

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© Copyright IBM Corp. 2006, 2023 59

 Such information may be available, subject to appropriate terms and conditions, including in some cases
payment of a fee.
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Each copy or any portion of these sample programs or any derivative work, must include a copyright
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trademarks of Adobe Systems Incorporated in the United States, other countries, or both.

60 Netcool/Impact:
 Java and all Java-based trademarks and logos are trademarks or registered trademarks
of Oracle and/or its affiliates.

Linux is a trademark of Linus Torvalds in the United States, other countries, or both.
Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the
United States, other countries, or both.
UNIX is a registered trademark of The Open Group in the United States and other countries.
Other product and service names might be trademarks of IBM or other companies.

Appendix A. Notices 61
62 Netcool/Impact:
IBM®