Unable to Start CA SAM Event Management Service

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

Issue/Problem/Symptoms:

CA SAM Event Management Service fails to start. It starts and stops immediately. It does not pop up any errors on the screen when the service stops.

Environment:

This problem occurs on Windows environment, sometimes after restarting all the services for any maintenance activities.

Cause:

If you check the Windows Application event log, you will notice "Event ID 100: Windows Diagnostics Performance".

This usually occurs when Windows tries to start the service, but the Application failed to respond or something is preventing it from Starting up normally.

To find out why the service is not starting up, we would need to check the "SOI\jsw\logs\EventManagement_wrapper log" file. This will tell us what exactly is happening when the service is starting up. You will see the below Error messages

STATUS | wrapper | 2016/01/11 10:51:05 | --> Wrapper Started as Service
STATUS | wrapper | 2016/01/11 10:51:05 | Java Service Wrapper Professional Edition 32-bit 3.5.13
STATUS | wrapper | 2016/01/11 10:51:05 | Copyright (C) 1999-2011 Tanuki Software, Ltd. All Rights Reserved.
STATUS | wrapper | 2016/01/11 10:51:05 | http://wrapper.tanukisoftware.com
STATUS | wrapper | 2016/01/11 10:51:05 | Licensed to CA, Inc. for CA Service Operations Insight
STATUS | wrapper | 2016/01/11 10:51:05 |
STATUS | wrapper | 2016/01/11 10:51:05 | Launching a JVM...
INFO | jvm 1 | 2016/01/11 10:51:05 | WrapperManager: Initializing...
INFO | jvm 1 | 2016/01/11 10:51:08 | com.ca.sam.ifw.api.exceptions.MsgBusConnectionFailureException: "User name or password is invalid. "
INFO | jvm 1 | 2016/01/11 10:51:08 | at com.ca.sam.ifw.api.jms.JMSObject.ifwMsgBusStartConnection(JMSObject.java:354)
INFO | jvm 1 | 2016/01/11 10:51:08 | at com.ca.eventmanager.framework.comm.ifw.IFWCommunicationImpl.initialize(IFWCommunicationImpl.java:106)
INFO | jvm 1 | 2016/01/11 10:51:08 | at com.ca.eventmanager.framework.comm.CommunicationManager.initialize(CommunicationManager.java:64)

Resolution/Workaround:

The above error message in the logs indicates a problem saying "User name or password is invalid. "

We would need to check the "SOI\EventManagement\resources\eventManagerServerConfig" to verify if the entries are valid and correct them as necessary.

The below entries in the file needs to be verified carefully and corrected as needed:

  <bean id="communicationImplBean" class="com.ca.eventmanager.framework.comm.ifw.IFWCommunicationImpl">
  <property name="host" value="xxxxx"/>
  <property name="protocol" value="tcp"/>
  <property name="port" value="61616"/>
  <property name="user" value="samuser"/>
  <property name="password" value="EJsEXBvwWcO+jPwhzOzZtLDjWouO5tf0oL30pfHokmHf"/>  
  <property name="reconnectAttempts" value="30"/>
  <property name="reconnectTime" value="20000"/>
 </bean>

 Make the necessary changes and save the file. Now you should be able to start the service normally.

Note : You can use the "EncryptSAMCreds" utility which can be found under "SOI\Tools" folder to get the password encryption values.

Please contact CA Support for any further questions. 

Environment

Release: SAMBDL99000-3.3-Spectrum-Service Assurance Manager-Promotional Bundle
Component: