10 Replies Latest reply on Dec 19, 2019 11:56 PM by Yusuf Rampurawala

    MSA service does not get started

    Amol Kotwal
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      Hello Experts,

       

      We have installed MSA 8.9.04.002 successfully. but msatomcat service does not get started automatically when tried manually also it throws below error.

       

      The msatomcat service terminated with the following service-specific error:

      Incorrect function.

       

       

      I have installed it on Windows Server 2016 Datacenter.

       

      Thanks & Regards,
      Amol Kotwal

        • 1. Re: MSA service does not get started
          Yusuf Rampurawala

          Hi Amol,

           

          Was there any changes made to the service?

          I see it in the image that it shows “msatomcat” and ideally by default it should be something like in the image below:

           

           

           

          Also check the even logs to see what specifically is causing the service to fail.

           

          Regards,

          Yusuf

          1 of 1 people found this helpful
          • 2. Re: MSA service does not get started
            Amol Kotwal

            Hi Yusuf,

             

            No change to service.

             

            We install with the default options as there is nothing to change except port.

             

            It does not have any error in logs. however below entry is what i suspect might be the cause.

             

            (Aug 14 2019 12:56:21.183 PM +0100),INFO,com.bmc.install.product.bcan.msa.server.MsaWebServerService,

              LOG EVENT {Description=[Command Line [D:\Program Files\BMC Software\BCA-Networks-MSA\tomcat\bin\tomcat9.exe //US//msatomcat --StdOutput D:\Program Files\BMC Software\BCA-Networks-MSA\data\log\tomcat_out.log --StdError D:\Program Files\BMC Software\BCA-Networks-MSA\data\log\tomcat_err.log] executed],Detail=[Results:['D:\Program' is not recognized as an internal or external command,

            operable program or batch file.

            ]]}

            (Aug 14 2019 12:56:21.183 PM +0100),INFO,com.bmc.install.product.bcan.msa.MsaPostInstallConfigUtilities,

              PROGRESS EVENT {Description=[postInstall.msa.description],Progress=[95],Detail=[postInstall.msa.startWebServer]}

            (Aug 14 2019 12:56:21.441 PM +0100),INFO,com.bmc.install.product.bcan.msa.server.MsaWebServerService,

              LOG EVENT {Description=[Starting web server service],Detail=[TIMEOUT

            SERVICE_NAME: msatomcat

                    TYPE               : 10  WIN32_OWN_PROCESS 

                    STATE              : 2  START_PENDING

                                            (NOT_STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)

                    WIN32_EXIT_CODE    : 0  (0x0)

                    SERVICE_EXIT_CODE  : 0  (0x0)

                    CHECKPOINT         : 0x0

                    WAIT_HINT          : 0x7d0

                    PID                : 4916

                    FLAGS              :]}

             

            Thanks & Regards,
            Amol Kotwal

            • 3. Re: MSA service does not get started
              Yusuf Rampurawala

              Yes, the error you pasted is what caused the service to be not created properly.

               

              And the reason you see this behaviour is because of  Windows 8.3 file names have been disabled. See below:

               

              Enabling Windows 8.3 file names

               

              To successfully install the application server and remote device agent, you must enable Microsoft Windows 8.3 file names before the installation. Perform the following steps to verify or enable Windows 8.3 file names:

              1.      Verify whether the Windows 8.3 file names feature is enabled: In a Windows command prompt enter fsutil behavior query disable8dot3.

              ·         If the output is disable8dot=0, then Windows 8.3 file names are enabled.

              ·         If the output is disable8dot=1, then Windows 8.3 file names are disabled. Continue with the next step to enable Windows 8.3 file names.

              2.      In a Windows command prompt, enable Windows 8.3 files names by entering fsutil behavior set disable8dot3 0 .

              3.      Restart Windows.

              2 of 2 people found this helpful
              • 4. Re: MSA service does not get started
                Amol Kotwal

                Hi Yusuf,

                 

                I'm not getting either of the options and if I try to set it 0 it doesn't work.

                 

                 

                Thanks & Regards,
                Amol Kotwal

                • 5. Re: MSA service does not get started
                  Yusuf Rampurawala

                  Looks like you are trying to install it on machine running Windows 10.

                  Please see the supported OS version list to see what all OS versions are supported.

                   

                  Regards,

                  Yusuf

                  2 of 2 people found this helpful
                  • 6. Re: MSA service does not get started
                    Amol Kotwal

                    Hi Yusuf,

                     

                    It is Windows Server 2016 Datacenter edition. would that be a problem?

                     

                    Thanks & Regards,
                    Amol Kotwal

                    • 7. Re: MSA service does not get started
                      Amol Kotwal

                      Hello Experts,

                       

                      this is another Environment where we did installation of MSA successfully and were able to access it.

                       

                      But after we created CSR for certificates for which we stopped services and started it again, since then we are unable to access the MSA console.

                       

                      Port is not used by other application. in logs also we do not see any errors.

                       

                      Can you let us know what could be causing this?

                       

                      Note:- We are yet apply the certificates which we got from CA on the servers.

                       

                      Thanks & Regards,
                      Amol Kotwal

                      • 8. Re: MSA service does not get started
                        Yusuf Rampurawala

                        Any errors you see in the logs?

                        • 9. Re: MSA service does not get started
                          Amol Kotwal

                          Hi All,

                           

                          1. So original issue got resolved post Enabling Windows 8.3 file names.

                          2. If you change the keystore password while creating the CSR and start services without applying the certificates you will not be able to access the MSA console. that should not happen but not sure why. probably keystore password needs to be updated in catalina.properties file. after we applied the certificates we were able to access the MSA console.

                           

                          Thanks & Regards,

                          Amol Kotwal

                          • 10. Re: MSA service does not get started
                            Yusuf Rampurawala

                            Yes that is true, if you change the keystore password, the Catalina.properties file needs to be updated with the new password.

                            1 of 1 people found this helpful