Contents
| 1 | General |
| 1.1 | Purpose and Scope |
| 1.2 | Prerequisites |
| 1.3 | Typographic Conventions |
2 | Workflow |
3 | Mandatory Data |
4 | Data Collection for Specific Problem Types |
| 4.1 | High Disk/Memory Usage |
| 4.2 | 3PP Issue |
Glossary | |
1 General
The purpose of this document is to provide the necessary troubleshooting data that shall be collected and enclosed in a Customer Service Request (CSR) in case the following problems is experienced with the product:
- Malfunctioning ESA services
- Product fault
- 3PP issues
- Performance Issue
1.1 Purpose and Scope
This guideline is applicable for the following product release:
- Ericsson SNMP Agent
The target groups for this document are as follows:
- Ericsson Support Personnel
1.2 Prerequisites
ESA must be installed.
1.3 Typographic Conventions
This document follows a set of typographic rules that make the document consistent and easy to read.
To improve readability, the following convention applies throughout this document:
- Ericsson SNMP Agent is henceforth referred to as ESA.
2 Workflow
The workflow for collecting troubleshooting data is as follows:
- Collect Mandatory data. Refer to Section 3.
- Collect data for specific type of issue. Refer to Section 4.
3 Mandatory Data
The data described in this chapter should always be included in a CSR.
ESA Version
The ESA version in which the fault occurs must be specified.
Execute the following command to know the ESA version.
{esa_basedir}/lib -> # java –jar esa.jar
Example
Name=Ericsson SNMP Agent NameAbbrev=ESA Version=4.0 Build=4.0.5.2274 BuildDate=2015-09-01 09:12:16
ESA Configuration
Attach the ESA configuration. Execute the following command to get the configuration details.
{esa_basedir}/bin/esabackup -b <target_directory>
Example
[root@vmx2285 bin]# ./esabackup -b /tmp Copying /opt/esa/conf/mainCfg.xml to /tmp/20170522_154407/conf/mainCfg.xml Copying /opt/esa/conf/log4j.dtd to /tmp/20170522_154407/conf/log4j.dtd Copying /opt/esa/conf/usmCfg.xsd to /tmp/20170522_154407/conf/usmCfg.xsd Copying /opt/esa/conf/log4jPmAgent.xml to /tmp/20170522_154407/conf/log4jPmAgent.xml Copying /opt/esa/conf/vacmCfg.xml to /tmp/20170522_154407/conf/vacmCfg.xml Copying /opt/esa/conf/usmCfg.xml to /tmp/20170522_154407/conf/usmCfg.xml Copying /opt/esa/conf/infoSystem.xml to /tmp/20170522_154407/conf/infoSystem.xml Copying /opt/esa/conf/trapDestCfg.xsd to /tmp/20170522_154407/conf/trapDestCfg.xsd Copying /opt/esa/conf/proxyCfg.xml to /tmp/20170522_154407/conf/proxyCfg.xml Copying /opt/esa/conf/infoSystem.xsd to /tmp/20170522_154407/conf/infoSystem.xsd Copying /opt/esa/conf/JGroups-3.4.xsd to /tmp/20170522_154407/conf/JGroups-3.4.xsd Copying /opt/esa/conf/communityCfg.xsd to /tmp/20170522_154407/conf/communityCfg.xsd Copying /opt/esa/conf/vacmCfg.xsd to /tmp/20170522_154407/conf/vacmCfg.xsd Copying /opt/esa/conf/communityCfg.xml to /tmp/20170522_154407/conf/communityCfg.xml Copying /opt/esa/conf/clusterCfg.xml to /tmp/20170522_154407/conf/clusterCfg.xml Copying /opt/esa/conf/trapDestCfg.xml to /tmp/20170522_154407/conf/trapDestCfg.xml Copying /opt/esa/conf/log4jMasterAgent.xml to /tmp/20170522_154407/conf/log4jMasterAgent.xml Copying /opt/esa/conf/log4jFmAgent.xml to /tmp/20170522_154407/conf/log4jFmAgent.xml Copying /opt/esa/conf/proxyCfg.xsd to /tmp/20170522_154407/conf/proxyCfg.xsd Copying /opt/esa/conf/mainCfg.xsd to /tmp/20170522_154407/conf/mainCfg.xsd Copying /opt/esa/conf/fmAlarmDefinitions/fmAlarmDefinition.xsd to /tmp/20170522_154407/conf/fmAlarmDefinitions/fmAlarmDefinition.xsd Copying /opt/esa/conf/fmAlarmTranslations/fmAlarmTranslation.xsd to /tmp/20170522_154407/conf/fmAlarmTranslations/fmAlarmTranslation.xsd Copying /opt/esa/conf/pmCounters/example_pmcounter.xml to /tmp/20170522_154407/conf/pmCounters/example_pmcounter.xml Copying /opt/esa/conf/pmCounters/pmCounter.xsd to /tmp/20170522_154407/conf/pmCounters/pmCounter.xsd Copying /opt/esa/conf/pmThresholds/pmThreshold.xsd to /tmp/20170522_154407/conf/pmThresholds/pmThreshold.xsd Copying /opt/esa/conf/pmJobs/example_pmjob.xml to /tmp/20170522_154407/conf/pmJobs/example_pmjob.xml Copying /opt/esa/conf/pmJobs/pmJob.xsd to /tmp/20170522_154407/conf/pmJobs/pmJob.xsd Copying /opt/esa/bin/esa.policy to /tmp/20170522_154407/bin/esa.policy Copying /opt/esa/bin/esapma.vmoptions to /tmp/20170522_154407/bin/esapma.vmoptions Copying /opt/esa/bin/esafma.vmoptions to /tmp/20170522_154407/bin/esafma.vmoptions Copying /opt/esa/bin/esama.vmoptions to /tmp/20170522_154407/bin/esama.vmoptions Successfully backed up configuration files to /tmp/20170522_154407 |
DEBUG logs of esama, esafma, esapma
Attach the DEBUG logs of esama, esafma, esapma. The DEBUG logs can be enabled by making changes to the respective log4j files in the {esa_basedir}/conf directory.
- Set the MaxFileSize to 512MB.
- Add a new parameter MaxBackupIndex and set the value to 5 to enable log file rotation.
- Change the log level of com.ericsson.esa to DEBUG.
- Note:
- Log4j changes are dynamic and restart of ESA services are not required.
4 Data Collection for Specific Problem Types
The data described in this chapter should be included in a CSR, depending on what type of problem is experienced.
4.1 High Disk/Memory Usage
- Attach the outputs from the following commands:
# prstat
# vmstat
# top
# ps –ef
- Attach the heap dump captured when this issue occurs.
4.2 3PP Issue
Glossary
| CSR |
| Customer Service Request |
| ESA |
| Ericsson SNMP Agent |
| SNMP |
| Simple Network Management Protocol |
| 3PP |
| Third Party Product |