CAAIPApache Service hangs at "starting"

Products

• CA Server Automation
• CA Virtual Assurance for IM

Issue/Introduction

Virtual Assurance CAAIPApache Server Service is hung at "starting" and the VAIM Admin Console is not accessible.

 

Cause

Two common causes for this are connection and/or configuration issues relating to SQL or EEM.

Environment

Release: SEAUBC99000-12.8-Server Automation-Base Configuration
Component:

Resolution

Perform the following to determine if either problem is being encountered in the environment:

1. Open the Rainier.log located in the X:\CA\Virtual Assurance\Apache folder.
2. Go to the bottom of the log and look for errors which will repeat in the log.
3. The problem will generally be due to one of two issues.

Virtual Assurance cannot login or communicate to SQL:

Data::ODBC::HandleException<void *,2>: Exception
IWebServiceDependency::waitForDependency SQL isAvailable returned false. 

or

Virtual Assurance cannot access EEM Server:

"Failed to connect to EEM using System account. Reason: <EE_AUTHFAILED Authentication Failed>"  

If the errors point to SQL:

1. Verify SQL Server Service is running on the Server which is hosting the VAIM Databases (aom2,dpm) and server can be resolved over the network (if remote).
2. Verify the Account VAIM is using to login to SQL Server still works (password has not changed or expired).

You can verify sql communication by running the osql command:

Windows Authentication

osql -S <sql-server-name\INSTANCE>,1433 -E -Q "SELECT * FROM sysdatabases"

SQL Server Authentication 

osql -S <sql-server-name\INSTANCE>,1433 -U <user-name> -P <password> -Q "SELECT * FROM sysdatabases"

1. Use dmputil command to change\update account\password VAIM is using to communicate with SQL Server.
2. Navigate to X:\CA\Virtual Assurance\bin folder via command line and run:
   

   dmputil -set -mgmtdb and dpmutil -set -aom2

   
   
3. Follow menu driven prompts to populate SQL Connection info.
   Example:
   

   <Please see attached file for image>

   
4. If you are not sure what SQL Server VAIM is using you can get this information using the "dpmutil" command as follows:
   

   dpmutil -get -mgmtdb or dpmutil -get -aom2

   
   
5. Terminate both httpd.exe processes within task manager and then restart CAAIPApache Server Service
   

   <Please see attached file for image>

   

If the errors point to EEM:

1. Verify EEM Server services (CA itechnology Gateway, CA Directory) are running and served can be resolved over the network (if remote).
2. Verify the Account VAIM is using to login to EEM still works (password has not changed or expired).
3. Use dmputil command to change\update account\password VAIM is using to communicate with EEM.
4. Refer to KB000050409.

If the log does not update:

In some rare cases the log may not update or, if the log was deleted, it may not be recreated. In these instances the server should be rebooted and the CAAIPApache service will start normally on boot.

At this time there is no known root cause for this problem and why it is cleared via a reboot.