DCO Troubleshooting

Some rack-mount PDUs reporting power bank information to Data Center Expert 7.2.6 report wrong power and current data to Data Center Operation. Known affected devices: AP8970, AP8888, AP8886, AP8881, AP8870, AP8862, AP8860, AP8853, AP8841, AP8832J, AP8831, AP8653, AP8632, AP8481, AP8441, AP7960, AP7853 ... You will be able to see if your rack-mount PDUs are reporting incorrectly to DCO if you see a significant difference in a rack-mount PDU's total peak and average values per phase in DCO compared with DCE. This can be done by running a power sensor report of the device(s) in DCE for a time period of 30 days. This report will also show the average and peak values in the bottom table. These numbers can then be compared with the power data seen in the device properties in DCO. This patch fixing the issue applies to DCE 7.2.6+: DCE version DCO version Fix includes 7.2.6 and later Prior to 7.5 Power (kW) 7.2.6 and later 7.5 and later Power (kW), Current (amps)   How do I know if my rack-mount PDUs might be reporting wrong power data to DCO? Click View Device Sensors on your device (rack-mount PDU) in DCE (e.g. AP8841). Look for Power - Bank 1 and Power - Bank 2. If the device has more than one power bank, it could be reporting wrong power data to DCO. How do I apply the patch in DCE?    Make sure to have a recent backup in place of your running systems before applying the patch.  On the DCE server, open this URL:  http://<DCE server ip>/nbc/status/SensorContexts . You must be logged in as an admin user. If you already have a previous version of this patch installed (prior to March 2016), remove the existing file: pduSensorUpdates.xml before proceeding. Download this file and upload it to the DCE server. The file has now been uploaded to the server and the patch is in place. Warning Uploading a malformed or corrupted file can totally mess up the system.  The power values are now correctly transferred. You can erase the false power data history and see the corrected values immediately* by deleting the external system (DCE) in DCO and adding it again. You will need to associate devices again in DCO.  *Once the data has been gathered from DCE. It might take up to 1 day depending of number of devices.   An alternative is waiting. Depending on the configuration in Data Center Operation (30 days by default), all the values will be corrected after the configured time period (30 days by default). In general, power data is stored for a year for report purposes so for reports, the data will take longer for the data to be fully corrected. How do I know if my rack-mount PDUs might be reporting wrong power data to DCO? Click View Device Sensors on your device (rack-mount PDU) in DCE (e.g. AP8841). Look for Power - Bank 1 and Power - Bank 2. If the device has more than one power bank, it could be reporting wrong power data to DCO. How do I apply the patch in DCE?    Make sure to have a recent backup in place of your running systems before applying the patch.  On the DCE server, open this URL:  http://<DCE server ip>/nbc/status/SensorContexts . You must be logged in as an admin user. If you already have a previous version of this patch installed (prior to March 2016), remove the existing file: pduSensorUpdates.xml before proceeding. Download this file and upload it to the DCE server. The file has now been uploaded to the server and the patch is in place. Warning Uploading a malformed or corrupted file can totally mess up the system.  The power values are now correctly transferred. You can erase the false power data history and see the corrected values immediately* by deleting the external system (DCE) in DCO and adding it again. You will need to associate devices again in DCO.  *Once the data has been gathered from DCE. It might take up to 1 day depending of number of devices.   An alternative is waiting. Depending on the configuration in Data Center Operation (30 days by default), all the values will be corrected after the configured time period (30 days by default). In general, power data is stored for a year for report purposes so for reports, the data will take longer for the data to be fully corrected.

The Error collecting data message typically occurs if Data Center Operation is unable to receive data from Data Center Expert. There could be several reasons for the server response to be cut off. Start by ruling out the listed scenarios. Why do I see this error? How do I resolve this? Network infrastructure between the two servers. Changes to DCE user credentials or update of the SSL certificate.   Ping the servers to ensure they are running and check your network path to rule out general network related issues. Test the DCO/DCE server connection (in DCO select System Setup > External Systems Configuration. Perform the test for both port 80 and 443 (use encryption). Don't change the DCE server ID (IP/hostname) as part of the test because this will result in all device associations being lost. The DCE server may be under too much stress and unable to run the necessary background jobs. The DCE server may be unable to handle requests from the IT Advisor server. Reboot the DCE server to re-initiate the jobs. If the server is stressed because it is monitoring too many devices, consider additional purchases. If the connection was lost or interrupted, DCO will collect any data it missed when the connection has been restored.

Reset your password to regain access to the web or desktop client of Data Center Operation. You can have another user with administrative credentials reset your password in the DCO web client Administration > Users option. Select the user and then Reset Password. If no other user has an administrator account, or you are the only user, contact your local technical support for assistance.

There are two ways to get genome updates: 1. Genome updates are included with DCO updates. 2. Download a genome update zip file and apply it to DCO using the desktop client. Note: You must have a valid support contract to access the latest genome update file. Download the zip file to your computer. Open the desktop client and log in as an administrator. Go to Tools > Preferences > Genome Library. Click Apply update file…  ITA_genome_download_360008472437.jpg Click Browse. go to the location of the downloaded genome zip file, and select it. Click Next and follow the instructions.

If you get a critical error message, search for the error message in the documentation and community. If you do not find instructions for solving this particular issue, you can ask a question in the forum. The log files can be helpful when troubleshooting why the error occurred. Collecting the files may take a few minutes. Troubleshooting Take a screenshot of the application and error message. If the error occurred in the DCO desktop client, write down the installation details (version, build, and serial number). You can access this information in the application Help > About StruxureWare Data Center Operation. Write down (in steps) what you were doing before the message appeared. Download the relevant log files as described below. Post a question in the forum or send this information to technical support, including: Error description Description of what you were doing when the message appeared Pasting relevant lines from the log files (Caution: Do not share confidential information in the community!)  If the community does not help you solve your issue, contact technical support. However, ensure you include the full log archive downloaded from Webmin for quicker, more efficient assistance. Downloading server log files You can collect server log files from the web client Download log Files Page (Administration > Download log Files). Downloading desktop client log files You can collect client log files from The desktop client menu Help > Download client log files The Data Center Operation installation folder, default location: Windows: C:\Users\[Username]\.isxo\[Version]\Operations\application.log OS X and Linux: ~/.isxo/[Version]/Operations/application.log Downloading Disaster Recovery log files Note that if your setup includes a Disaster Recovery node, you must download the log files separately through the Webmin interface on that server. Downloading ITO log files ITO log files are included with the DCO server log files. Alternatively, you can download them separately from the ITO: In a browser, go to https://<ito-server-ip>:8090/. Logon as the server user. Don't remember the credentials? Select System settings. In the pop-up dialog box, Support tab, click Download... Save the support.zip file containing the console log files. How to download log files when the HTTPD Apache web server is down  If the Apache (HTTPD) service is unavailable, it is not possible to obtain log files via Webmin. Log files can be obtained via a console or SSL session: Log into the Operation server via console or SSH. Type the command cd / Type the command sudo su  Enter the password. This password is the same one used to access console/SSL. Type the command Platform.pm collect-log-files / tmp This will create a log.tar.gz file located in the / tmp directory. Once the process is completed, FTP/SFTP the log file from the server to your computer.