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If you have been using TrueSight for any length of time, you have come to know that users have the option to deploy agents and solutions via packages from the TrueSight Presentation Server. The process is quick and easy based on the diagram below:

 

processdeployment.png

From the TrueSight repository, administrators select monitor installation components, such as the BMC PATROL Agent and monitoring solutions to create a deployable package. Monitoring solutions consist of one or more knowledge modules (KMs). The components can then be installed together using the installation package. You can reuse the installation packages or deploy the packages to managed nodes.

 

After creating a deployable package, administrators can save the package for future use, or download the package on the current host after saving the package. For saved packages, administrators can download and install the package on any host or edit a package.  From the TrueSight console, you can deploy packages that contain monitoring solutions, the PATROL Agent, and PATROL Agent patches. It is not possible to deploy packages that include the PATROL Configuration Manager.

 

There have been some best practices written up in the documentation to help avoid unnecessary issues. BMC recommends following the Best Practices regarding the Deployable packages with monitoring solutions and the PATROL Agent. You have the option to import commonly used packages and policies when you import the base Repository. Predefined packages and policies help you get started quickly and monitor your environment, without the need to create packages and define monitoring policies.

 

Creating packages is quick and easy, as an administrator, you can select PATROL Agent and monitoring solutions to create a deployable package. The components can then be installed together using the deployable package. You can reuse the deployable packages or deploy the packages to multiple computers. Ensure that you have reviewed the deployable packages best practices and have imported the Infrastructure Management PATROL repository before you start creating the deployable packages.

 

  1. Log on to the TrueSight console. In the navigation pane, expand Administration, select Repository, and select the Deployable Packages tab.
  2. Click  Create Deployable Package.
    The Create Deployable Package wizard starts.
  1. On the Installation Package Solution Selection page, select the operating system for which you want to create a package, and then select a platform on which you want to install the package.
    The list of components in the repository that are supported on the specified operating system and platform is displayed.

  jive-list-info='1' style="padding-left:45px;text-indent:-.25in"

  • PATROL Classic console
  • Oracle JRE only

If any of these components are present in the deployable package, the package is not seen in the Deploy and Install Packages screen.

 

  • How many you can deploy at one time is dependent on the amount of Disk space available on the ISN and PATROL Agent.
  • The Integration Service and PATROL Agent host must have enough disk space for deployment and installation.
  • The Integration Service must have free disk space of at least the deployable package size.
  • The PATROL Agent host must have free disk space of at least four times the deployable package size.

 

The following steps summarize the process to deploy packages on PATROL Agents:

 

Users can deploy solutions/KMs to the various agents as needed. As an administrator, you can upgrade PATROL Agents to the latest version using the same functionality used for Deploying packages to PATROL Agents using the TrueSight console. The installation runs silently with the information entered during the package creation.

There are specific requirements for upgrading PATROL Agents and if you are considering upgrading Agents using packages, please review the details here

 

During the PATROL Agent upgrade, the following validations are performed:

  • The current PATROL Agent version must be 10.0 or later.
  • The Integration Service version must be 10.5 or later.
  • The packages must match the operating system of the target PATROL Agent.
  • The Integration Service and PATROL Agent host must have sufficient disk space for deployment and installation.
    • The \pw\pronto\data\KMDEPLOYMENT directory for the Integration Service must have free disk space of at least the deployable package size.
    • The PATROL Agent installation directory must have free disk space of at least four times the deployable package size.
  • The PATROL components such as PATROL Classic Console, PATROL Central Operator, and wpconfig must be closed if the PATROL components and the PATROL Agent are running on the same computer.

Notes
Use the correct root user password to ensure a successful upgrade.

Important: If you are using the Infrastructure Management-PATROL Repository version 10.7.00, ensure to apply Fix Pack 1 that corrects an issue with upgrading PATROL Agents through predefined packages. For more information, see 10.7.00.001: Fix Pack 1

 

There are a few common issues we have seen in Support with regard to failed attempts to deploy installation components and deployable packages, so I wanted to share these details in case you ever run into this situation or perhaps it may help avoid the situation entirely.

 

Debug/Logs needed

For troubleshooting deployment issues please enable logging on the TSPS, using these commands:

Logging related to KM deployment from TSPS and debug can be enabled without any restart.

 

On the TSPS Server:

Execute the following commands on the TSPS server command line to enable high level logging

tssh logger debug on -n CMA
tssh logger debug on -n com.bmc.bpm.patrol.deploykm
tssh logger debug on -n com.bmc.bpm.patrol.kmpush

 

After reproducing the issue, provide the following logs

From TSPS :

  1. Log Files: CMA.LOG and TrueSightCMAKmPush.log
  2. Deployed Packages: <tsps_install_dir>\data\created packages
  3. Share "tssh properties list" output

 

OR send the output of the tssh dump export command with the tssh properties list command output

 

From the Integration Service Node:

  1. Log Files: TrueSightAgent_<ISN_Name>_12124_3183.log
  2. Deployed Packages: <ISN_Install_Dir>\pronto\data\KMDeployment

 

From the Target Agent:

  1. Log file: <PATROL_HOME>\tmp\Install_Log
  2. <PATROL_HOME>/logs

 

Once finished, please set the debug level back to the lower level by executing the following commands in TSPS server

tssh logger debug off -n CMA
tssh logger debug off -n com.bmc.bpm.patrol.deploykm
tssh logger debug off -n com.bmc.bpm.patrol.kmpush

 

Send the details to Support for further review.

 

Common issues/errors/etc

 

Deployment packaged failed to deploy from TSPS, deployments failed for both Linux and Windows agents.

Error message: Deploy Failed - Security certificate not found on the Integration Service

 

QUESTION:

Deployment packaged failed to deploy from TSPS, deployments failed for both Linux and Windows agents.

 

Error message: Deploy Failed
Security certificate not found on the Integration Service

certissue.png
Answer           

This indicates an issue with the Integration Server secure certificates. If you feel you have already applied the certificates, re-apply them. This is an indicator that something has gone wrong with the installation of the certificates.

 

The following is a reference link for applying the TSPS certificate on the IS for version 11.3.x

https://docs.bmc.com/docs/TSOperations/113/applying-truesight-presentation-server-certificate-to-the-truesight-integration-service-843620342.html

 

Once the secure certificates are re-applied, retry the deployment and it will most likely succeed.

 

If the deployment continues to fail, please enable debug for the CMA:

Turn on the following loggers from the TSPS command line:

From TSPS :

  1. 1.  Log Files: CMA.LOG and TrueSightCMAKmPush.log
    2.  Deployed Packages: <tsps_install_dir>\data\created packages
    3.  Share "tssh properties list" output

OR send the output of the tssh dump export command with the tssh properties list command output

From the Integration Service Node:

  1. 1.   Log Files: TrueSightAgent_<ISN_Name>_12124_3183.log
    2.   Deployed Packages: <ISN_Install_Dir>\pronto\data\KMDeployment

From the Target Agent:

  1. 1.  Log file: <PATROL_HOME>\tmp\Install_Log
    2.  <PATROL_HOME>/logs

Then once the logs are captured you can turn off the debug by switching the "on" option to "off" via the TSPS command line:

tssh logger debug off -n com.bmc.bpm.patrol.deploykm
tssh logger debug off -n com.bmc.bpm.patrol.kmpush
tssh logger debug off -n CMA

Send the logs to BMC Support for further review.

 


Unable to deploy KM package via TSPS

PROBLEM:

"Repository contains an earlier version of the BMC Installation Utility. The minimum supported version is 10.5.00." Or
"Repository contains an earlier version of the BMC Installation Utility. The minimum supported version is 10.700."

CAUSE:

Failing while installation utility version check without corresponding Repo version existed

SOLUTION:

Verify the RunSilentInstall and Thorinst versions via CLI:

Windows
=======
<TSPS_HOME>\modules\cma\pproxy\depot_directory\bmc_products\Installer\RunSilentInstall.exe -v
<TSPS_HOME>\modules\cma\pproxy\depot_directory\bmc_products\Installer\Install\instbin\Thorinst.exe -v

Linux
=====
<TSPS_HOME>/modules/cma/pproxy/depot_directory/bmc_products/Installer/RunSilentInstall -v
<TSPS_HOME>/modules/cma/pproxy/depot_directory/bmc_products/Installer/Install/instbin/thorinst -v

Example :
if TSPS version 10.5 then repository version should be 10.5 or higher
If TSPS Version 10.7 then repository version should be 10.7 or higher

If the RunSilentInstall and Thorinst versions do not match the TSPS version then install the respective repository version.
If the RunSilentInstall and Thorinst versions do match the TSPS version then execute the following commands to set the appropriate properties:

tssh properties set REPO_UPDATED_THORIUM_VERSION false
tssh properties set THORIUM_VERSION_SUPPORTED true
tssh properties reload

Then deploy a package.

 

"No packages available" seen when attempting to Install and deploy a package via the TSPS

QUESTION:

"No packages available" seen when attempting to Install and deploy a package via the TSPS

ANSWER:
Confirm that you have actually created a package. Check in TSPS -> Administration -> Repository. The error message implies that a package doesn't exist. Even though you have imported the KM into your Repository, a separate action of creating a package is necessary in order to deploy & install it.

If a package was created, you should see it. If so, edit it and confirm that it is appropriate for your Patrol Agent (e.g. same OS, bit width, etc.).  If you're unsure, send screenshots showing the package contents (all pages) to BMC Support.

 

TSPS 11.3.01 KM deployment port usage

 

QUESTION:
From the doc link https://docs.bmc.com/docs/TSOperations/113/network-ports-for-presentation-server-843619625.html it is evident that the port 8043 on TSPS server (considering TSPS is deployed on Linux) should be reachable from the Integration Service Node(s) to successfully deploy KMs. This is further confirmed in KB article https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA014000000Yo1ICAS&type=FAQ.

Are there any other ports that need to be allowed for successful KM deployment or upgrade using TS Console that is embedded in TSPS 11.3.01 or above?
What is the network flow for KM deployment.


ANSWER:
Ports involved are:
TSPS 8043 (Linux) or 443 (Windows)
ISN 12124, 3183
Patrol Agent 3181

The following is the KM deployment flow and assumes Linux.  Substitute 443 for 8043 if the TSPS is on Windows.

TSPS server contacts the ISN on port 12124 to tell the ISN to download the package.
The ISN pulls the package from the TSPS using port 8043 and then acknowledges receipt of the package via the same port.
The ISN then sends the package to the PATROL Agent using port 3181.
The Patrol Agent acknowledges the package to the ISN on port 3183.
The ISN then sends the update to the TSPS on port 8043 so that the TSPS knows the status.
The TSPS connects to the ISN on port 12124 for the package assembly.
ISN connects to the Patrol Agent on port 3181 for the package assembly
Patrol Agent acknowledges this back to the ISN on port 3183
ISN relays the same to the TSPS on port 8043
TSPS tells the ISN on port 12124 to install
ISN tells the Patrol Agent on port 3181 to install
Patrol Agent acknowledges to the ISN on port 3183
ISN acknowledges to the TSPS on port 8043

 

"Deploy failed" "Checksum mismatch" seen when attempting to deploy packages via the TSPS

QUESTION:

What might cause this error during package deployment via TSPS?

"Deploy failed" "Checksum mismatch" seen when attempting to deploy packages via the TSPS

checksum.png

 

- Trigger the package distribution
Do the following on the TSPS:
cd /opt/bmc/TrueSightPServer/truesightpserver/data/createdPackages/WinPA11P1
sha256sum WinPA11P1.gz_part_.1
sha256sum WinPA11P1.gz_part_.2

Record the two output entries for the sha256sum commands.  Note that the TSPS createdPackages directory will be populated very briefly during deployment.

On the ISN:
cd /opt/bmc/TSIMAgent/pw/pronto/data/KMDEPLOYMENT/WinPA11P1
sha256sum WinPA11P1.gz_part_.1
sha256sum WinPA11P1.gz_part_.2
Record the two output entries for the sha256sum commands.

On the Patrol Agent:
cd D:\BMC Software\Patrol3\\tmp\WinPA11P1
certUtil -hashfile WinPA11P1.gz_part_.1 SHA256
certUtil -hashfile WinPA11P1.gz_part_.2 SHA256

(Note that the SHA256 needs to be uppercase.)
Record the two output entries for the certUtil entries
 
- Disable ISN debug from the TSIM:
pw debug off -a <agent-name>
- Get ISN logs from the TSIM::
pw debug file -a <agent-name>
- Get TSPS dump:
tssh dump export
- Get this from the ISN:
.\Agent\pronto\data\KMDEPLOYMENT\

From the logs, review Agent.stdout, IntegrationService.log & MessageServiceIS.log files.
For example, in TrueSightCMAKmPush.log it will show checksum values.

Ensure that the ISN & Patrol Agent time stamps are in sync (or tell Support the time difference) when comparing files. Send all info to Support.

 

 

KM deployment fails from TSPS

QUESTION:
Why does the KM deployment fail from the TSPS?

ANSWER:

You will notice below information. (TruesightCMAKMpush.log ) - TrueSightPServer\truesightpserver\logs)

INFO 09/01 14:09:24.863 [Thread-2,IS_KM_PUSH-719b720d-35e0-46a8-b42e-eb8e1b8a413c] c.b.b.p.d.j.i.ISWaitForISAckJobState Received Ack Message NGPKMPackageDeployAckMessage{MessageID='IS-0-0-1472728161870-28', CorrelationID='TS-0-0-1472728144626-32580', Timestamp=09/01/2016 14:09:21, Destination=NGPDestination{mAgentID=0, mType=TS, mServerID=2}, ReplyTo=NGPDestination{mAgentID=10003, mType=IS, mServerID=2}, Type='PKG_DEPLOY_ACK', Priority=4, IsAckNeeded=false, AcknowledgementType=Positive, DeliveryMode=NonPersistent, Values=CHUNK_ID=1b441b5b-e519-49cc-a5ff-a56d0fafc6a3,JOB_ID=719b720d-35e0-46a8-b42e-eb8e1b8a413c,STATUS=FAILURE,STATUS_MSG=DEPLOY not successful.Connect to <SERVERNAME>:443 [<SERVERNAME>/<IP_ADDRESS>] failed: Connection refused: connect}

 

This gives indication somehow we are not able to reach to TSPS Server from ISN Machine. HTTPS communicates to the Presentation Server from the TrueSight console or web services.
The KM deployment feature through the TrueSight console uses the HTTPS connector port. Ensure this port is accessible from the Integration Service.


Port requirements for deploying packages through the TrueSight console:

https://docs.bmc.com/docs/display/public/TSOMD105/Network+ports#Networkports-NetworkportsforPresentationServer

https://docs.bmc.com/docs/display/public/TSOMD107/Network+ports#Networkports-NetworkportsforPresentationServer

https://docs.bmc.com/docs/TSOperations/110/network-ports-722059936.html#Networkports-NetworkportsforPresentationServer

https://docs.bmc.com/docs/TSOperations/113/network-ports-for-infrastructure-management-843619731.html

https://docs.bmc.com/docs/TSOperations/113/network-ports-for-infrastructure-management-843619731.html

 

Note that communication is via host name resolution.  Ensure that the TSPS can resolve the ISN & vice versa.

 

 

 

What might cause a TrueSight Presentation Server package deployment to fail with "Chunk deployment failed, check logs for details."?

QUESTION:
What might cause a TrueSight Presentation Server package deployment to fail with "Chunk deployment failed, check logs for details."?

 

ANSWER:
There are known issues with deployments failing with the "Chunk" errors reported as a result of filesystems being full.
For example, the /tmp filesystem on the target  server was full and could not deploy the package.

Free up space or add space and try the deployment again.

 

 

Users can also find a general Troubleshooting link here. Some of these items match what is above which just means that we see these issues frequently enough to attempt to document them for future reference. If you have any questions or encounter any issues with package deployment, please do not hesitate to reach out to Support.

 

ShortOnTime.jpg

 

Important Note to BPPM 9.x, 8.x users

BMC has publicly announced the end of life of BPPM 9.6. This was done at the end of the year and the support will run out at the end of 2020.


Here is the official notice in case you did not receive it:
December 31, 2019 

Dear Customer: 

 

BMC is writing to you today as a customer of BMC ProactiveNet Performance Management.

Effective today and according to terms set out on BMC’s Customer Support site (https://www.bmc.com/support/resources/bmc-product-support-policy.html) BMC is announcing the End of Life for the BMC ProactiveNet Performance Management products as listed in the accompanying product table. 

 

BMC will continue to provide Limited Support for the current generally available versions of these products as defined at the Product End of Life section of BMC’s Product Support Policy until the end of support date of December 31, 2020. As per this policy, BMC will continue to develop hot fixes for problems of high technical impact; however, this solution is considered functionally stabilized, and therefore, will not receive further enhancements during this period.  

 

Effective today until the end of support date listed above, BMC will continue to provide customers with active support contracts access to BMC Customer Support as described in this letter. You can continue to interact with BMC Customer Support just like you do today to receive such support. 

 

Prior to the end of support date, customers with an active support contract have the option to migrate their ProactiveNet licenses to the replacement offerings.

 

If you have any questions regarding this transition, please contact your BMC Account Manager at 1-855-834-7487 and press Option 1 for Sales, or BMC Customer Support at 1-800-537-1813. To receive updated information as it becomes available, please subscribe to our Proactive Alerts for ProactiveNet and TrueSight products from our BMC Support Central site. 

 

Thank you.  

Sincerely,

Ron Coleman Director, Product Management
BMC Software  

 

AMIGO.jpg

Have you been putting off an upgrade?

The BMC Assisted MIGration Offering, or AMIGO, is a program designed to assist our customers in planning and preparing for product upgrades from an older, to a newer supported version.  By engaging with BMC Technical Support Analysts, you will be provided with materials containing guidelines and best practices to aid in compiling your own upgrade plan. An upgrade expert will then review your plan and offer advice and suggestions to ensure success through proper planning and testing.

The AMIGO program consists of a Starter Phase and a Review Phase.  Each phase is initiated by opening a support case and ends when the case is closed.

In the Starter Phase, an AMIGO Starter case is opened.  Reference material will be provided and a call with a Technical Support Analyst will take place to discuss the details of your upgrade and address any questions you may have.  The AMIGO Starter case will be closed, and the next step will be for you to prepare a documented upgrade plan.

In the Review Phase, an AMIGO Review case is opened preferably two weeks prior to a set upgrade date.  A call will be scheduled with an upgrade expert to review your detailed plan, providing feedback and recommendations, along with answers to any outstanding questions.  As needed, a follow up discussion with a Technical Support Analyst may take place for feedback after the upgrade is performed.

The AMIGO program includes:

» A “Question and Answer” session before you upgrade

» A review of your upgrade plan with Customer Support

» An upgrade checklist

» Helpful tips and tricks for upgrade success from previous customer upgrades

» A follow-up session with Customer Support to let them know how it went. This will help BMC to enhance the process.

 

To get started, please review the details here:

https://docs.bmc.com/docs/TSOperations/113/amigo-checklist-for-truesight-operations-management-814553031.html

 

Then open a BMC Support issue containing your environment information (product, version, OS, etc.) and the planned date of the installation, if known. We will contact you promptly, and work with you to ensure a successful and timely outcome.

     

 

Computer.png

 

New TrueSight knowledge articles added to the BMC Knowledge Base over the last month:

 

000189182 TrueSight Infrastructure Management - Converting TSIM graphs to pdf displays junk characters in certain fields

000188977 When logging into a TrueSight Infrastructure Management User Console, that is registered into a non-default Realm, how can I login as a user in the default Realm (BmcRealm)?

000191526 TrueSight Presentation Server package deployment fails with "Chunk deployment failed, check logs for details.

000189946 TrueSight Infrastructure Management Health Check Tool Report is flagging active debugging when debug was never enabled

000188871 Predictive Events Queries in TSPS/TSIM (TrueSight Infrastructure Management)