Reports sent to users by email are not received from Performance Center

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Article ID: 208755

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Updated On:

Products

CA Performance Management - Usage and Administration DX NetOps

Issue/Introduction

DX NetOps Performance Management Reports sent by email are not received.

Notification Emails for Event Thresholds are being sent fine to end users.

In the (default path) /opt/CA/PerformanceCenter/DM/logs/DMService.log, when sending a Report via Email the following errors are observed.

INFO  | E-mail Job Scheduler-1   | 2021-02-18 10:00:16,608 | com.ca.im.portal.dm.scheduling.email.EmailJobScheduler
      | Sending e-mails for 1 job(s)
      | Error sending e-mail: HTTPS hostname wrong:  should be <PC_IP_Address>
INFO  | E-mail Job Scheduler-1   | 2021-02-18 14:23:48,343 | com.ca.im.portal.dm.scheduling.email.EmailJobScheduler
      | Error sending e-mail: HTTPS hostname wrong:  should be <PC_IP_Address>
INFO  | E-mail Job Scheduler-1   | 2021-02-18 14:26:18,363 | com.ca.im.portal.dm.scheduling.email.EmailJobScheduler
      | Error sending e-mail: HTTPS hostname wrong:  should be <PC_IP_Address>

Cause

The SSL Certificate loaded into Performance Center is using a CN (Common Name) that does not match the Performance Center server host name.

Environment

All supported DX NetOps Performance Management releases

Resolution

This has been seen before and a few possible solutions exist.

  1. The first and simplest is to restart the Performance Center services. In that instance emails were working and stopped despite no changes. Restarting services resolved the error.
  2. The next is to change the Web Site Host value for Remote Value in Performance Center.
    1. Open a terminal to the Performance Center server.
    2. Go to (default path) /opt/CA/PerformanceCenter.
    3. Run the command:
      • ./SsoConfig
    4. Enter 1 for Performance Center (will show as DX NetOps in newer releases)
    5. Enter 3 for Performance Center
    6. Enter 1 for Remote Value
    7. Choose parameter 7. Web Site Host:
    8. Update it and set it to the CN (Common Name) defined in the SSL Certificate
    9. Exit the SsoConfig tool.
    10. Wait a few minutes for the changes to propagate around.
      • No service restarts should be needed
    11. Test a report sent via email. Does it arrive at the recipients email?
  3. The last option is the 'correct' solution. An SSL Certificates CN should always match the server host name it is issued against. Have a new certificate generated using the same host name configured on the server and replace the existing certificate with the new one.

NOTE: The reason the Notifications work but Reports don't is because the Notifications just send emails based on the Event information to the email server configured. The Notification emails aren't making a call to Performance Center to gather the requested report PDF/CSV file which has the Performance Center host in the request URL. This is what throws the error when emailing a Report vs emailing a Notification.

Additional Information

ONLY set the value in Remote Value. If a different value is set for Web Site Host in Local Override, it will override the Remote Value setting and may not resolve the problem.