ITA Troubleshooting

The Error collecting data message typically occurs if IT Advisor 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 ITA/DCE server connection (in ITA 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, ITA will collect any data it missed when the connection has been restored.

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.   Contact support for assistance   Troubleshooting   Take a screenshot of the application and error message. If the error occurred in the ITA desktop client, write down the installation details (version, build, and serial number). You can access this information in the application Help > About IT Advisor. 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. Be sure to 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 in Administration > Download log Files.   If you cannot access the web client, to collect the server logs, use SSH to log in to the ITA server, and then run the following command:   tar -zcvf /tmp/serverlogs.tar.gz /opt/jboss-as/standalone/log   This compresses the server logs (file name 'serverlogs.tar.gz') which can be downloaded from the /tmp folder.   Downloading desktop client log files   You can collect client log files from   The desktop client menu Help > Download client log files The IT Advisor installation folder, default location: Windows: C:\Users\[Username]\.isxo\[Version]\Operations\application.log OS X: ~/.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.   Use SSH to log in to the disaster recovery server, and then run the following command:   tar -zcvf /tmp/DRserverlogs.tar.gz /opt/jboss-as/standalone/log   This compresses the server logs (file name 'DRserverlogs.tar.gz') which can be downloaded from the /tmp folder.   Contact support for assistance if needed.   Downloading ITO log files   ITO log files are included with the ITA server log files. Alternatively, you can download them separately from ITO:   In a browser, go to https://<ito-server-ip>:8090/. Log in as the server user. Select System settings. In the pop-up dialog box, Support tab, click Download... Save the support.zip file containing the console log files.