Services HCM-F à l'état STOPPED après la mise à niveau de l'appliance
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Mis à jour:5 juillet 2019
ID du document:214607
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Contenu
Introduction
Ce document décrit un problème qui s'est produit après la mise à niveau de HCM-F (Hosted Collaboration Mediation Fulfillment) et la procédure de dépannage.
La cause première du problème est liée à un certificat Tomcat expiré. De nombreux clients qui prévoient de mettre à niveau leur appliance HCM-F (pour bénéficier des nouvelles fonctionnalités) seront confrontés à ce problème si leur certificat HCM-F Tomcat existant a expiré et n'a pas été régénéré.
Conditions préalables
Conditions requises
Cisco vous recommande de prendre connaissance des rubriques suivantes :
- Solution de collaboration hébergée Cisco (HCS)
- Cisco Hosted Collaboration Mediation Fulfillment (HCM-F)
Components Used
Les informations contenues dans ce document sont basées sur les versions de matériel et de logiciel suivantes :
- HCM-F 11.5.4
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Problème
Après la mise à niveau de HCM-F (11.5.1 à 11.5.4) et de la version du commutateur, la page Interface utilisateur graphique (GUI) n'est plus accessible et les services sont en état d'arrêt.
Dépannage effectué
- Lors de la vérification de l'état des services, il est observé que l'interface utilisateur Web et les services associés à Tomcat sont à l'état STOPPED :
admin:utils service list
Requesting service status, please wait...
System SSH [STARTED]
Name Service Cache [STOPPED] Service Not Activated
Entropy Monitoring Daemon [STARTED]
Cisco SCSI Watchdog [STARTED]Service Manager [STARTED]
Service Manager is running
Getting list of all services
>> Return code = 0
Cisco AMC Service[STARTED]
Cisco Audit Event Service[STARTED]
Cisco CDM Database[STARTED]
Cisco CDP[STARTED]
Cisco CDP Agent[STARTED]
Cisco Certificate Expiry Monitor[STARTED]
Cisco Configuration Manager[STARTED]
Cisco DRF Local[STARTED]
Cisco DRF Master[STARTED]
Cisco HCS Admin UI[STOPPED] Component is not running
Cisco HCS CSF UI Service[STOPPED] Component is not running
Cisco HCS CUCDMSync Service[STARTED]
Cisco HCS ConfigMgr[STARTED]
Cisco HCS DMA-SA Service[STARTED]
Cisco HCS Data Access Manager Service[STARTED]
Cisco HCS Fulfillment Service[STARTED]
Cisco HCS IPA Service[STARTED]
Cisco HCS Intelligent Loader Service[STOPPED] Component is not running
Cisco HCS License Manager Service[STARTED]
Cisco HCS NBI REST FF Web Service[STOPPED] Component is not running
Cisco HCS NBI REST SDR Web Service[STOPPED] Component is not running
Cisco HCS NBI REST UCMon Web Service[STOPPED] Component is not running
Cisco HCS North Bound Interface Web Service[STOPPED] Component is not running
Cisco HCS Provisioning Adapter Service[STARTED]
Cisco HCS SDR Change Notification Service[STARTED]
Cisco HCS SDR UI[STOPPED] Component is not running
Cisco HCS SI UI[STOPPED] Component is not running
Cisco HCS SSO SP Service[STOPPED] Component is not running
Cisco HCS Service Inventory[STOPPED] Component is not running
Cisco HCS UCPA Service[STARTED]
Cisco HCS UCSMSync Service[STARTED]
Cisco HCS VCenterSync Service[STARTED]
Cisco JMS Broker[STARTED]
Cisco Log Partition Monitoring Tool[STARTED]
Cisco Platform Manager Service[STOPPED] Component is not running
Cisco RIS Data Collector[STARTED]
Cisco RTMT Web Service[STOPPED] Component is not running
Cisco Syslog Agent[STARTED]
Cisco Tomcat[STARTED]
Cisco Tomcat Stats Servlet[STOPPED] Component is not running
Cisco Trace Collection Service[STARTED]
Cisco Trace Collection Servlet[STOPPED] Component is not running
Host Resources Agent[STARTED]
MIB2 Agent[STARTED]
Platform Administrative Web Service[STOPPED] Component is not running
SNMP Master Agent[STARTED]System Application Agent[STARTED]
Cisco HCS UC Monitor Service[STOPPED] Service Not ActivatedPrimary Node =true
- Dans CiscoSyslog, nous voyons l'erreur HTTP (Hypertext Transfer Protocol) 404 pour différents services liés au Web :
admin:file view activelog /syslog/CiscoSyslog Jun 17 16:14:19 hcs862-hcm-f local7 2 : 6: hcs862-hcm-f.XXXXXXXX.net: Jun 17 2019 14:14:19.781 UTC : %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco RTMT Web Service][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service. Jun 17 16:14:19 hcs862-hcm-f local7 2 : 7: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:19.781 UTC : %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco RTMT Web Service][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated. Jun 17 16:14:20 hcs862-hcm-f local7 2 : 8: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:20.791 UTC : %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco Trace Collection Servlet][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service. Jun 17 16:14:20 hcs862-hcm-f local7 2 : 9: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:20.791 UTC : %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco Trace Collection Servlet][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated. Jun 17 16:14:21 hcs862-hcm-f local7 2 : 10: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:21.796 UTC : %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco Tomcat Stats Servlet][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service. Jun 17 16:14:21 hcs862-hcm-f local7 2 : 11: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:21.796 UTC : %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco Tomcat Stats Servlet][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated. Jun 17 16:14:22 hcs862-hcm-f local7 6 : 12: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:22.800 UTC : %UC_GENERIC-6-ServiceStarted: %[ServiceName=Cisco CDP][ProcessID=8426][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service started. Jun 17 16:14:23 hcs862-hcm-f local7 2 : 13: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:23.804 UTC : %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco HCS Admin UI][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service. Jun 17 16:14:23 hcs862-hcm-f local7 2 : 14: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:23.804 UTC : %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco HCS Admin UI][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated. Jun 17 16:14:24 hcs862-hcm-f local7 2 : 15: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:24.808 UTC : %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco HCS SDR UI][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service. Jun 17 16:14:24 hcs862-hcm-f local7 2 : 16: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:24.808 UTC : %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco HCS SDR UI][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated. Jun 17 16:14:25 hcs862-hcm-f local7 6 : 17: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:25.812 UTC : %UC_GENERIC-6-ServiceStarted: %[ServiceName=Cisco Certificate Expiry Monitor][ProcessID=8774][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service started. Jun 17 16:14:25 hcs862-hcm-f local7 2 : 18: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:25.813 UTC : %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco HCS NBI REST SDR Web Service][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service. Jun 17 16:14:25 hcs862-hcm-f local7 2 : 19: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:25.813 UTC : %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco HCS NBI REST SDR Web Service][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated.
- Tomcat dans Catalina.out signale le problème de contexte CCMTrustCerts :
SEVERE: Context [/CCMTrustCerts] startup failed due to previous errors
Jun 18, 2019 2:59:49 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deployment of web application directory /common/log/taos-log-a/tomcat/webapps/CCMTrustCerts has finished in 8,042 ms end of the file reachedoptions: q=quit, n=next, p=prev, b=begin, e=end (lines 1221 - 1223 of 1223) :INFO: Deploying web application directory /common/log/taos-log-a/tomcat/webapps/manager
Jun 18, 2019 2:59:33 PM org.apache.catalina.startup.SetContextPropertiesRule beginWARNING: [SetContextPropertiesRule]{Context} Setting property 'debug' to '0' did not find a matching property.
Jun 18, 2019 2:59:33 PM org.apache.tomcat.util.digester.SetPropertiesRule beginWARNING: [SetPropertiesRule]{Context/Realm} Setting property 'resourceName' to 'TomcatUsersDatabase' did not find a matching property.
Jun 18, 2019 2:59:41 PM org.apache.catalina.startup.TldConfig executeINFO: At least one JAR was scanned for TLDs yet contained no TLDs. Enable debug logging for this logger for a complete list of JARs that were scanned but no TLDs were found in them. Skipping unneeded JARs during scanning can improve startup time and JSP compilation time.
Jun 18, 2019 2:59:41 PM org.apache.catalina.core.StandardContext startInternalSEVERE: One or more Filters failed to start. Full details will be found in the appropriate container log file
Jun 18, 2019 2:59:41 PM org.apache.catalina.core.StandardContext startInternalSEVERE: Context [/manager] startup failed due to previous errors
Jun 18, 2019 2:59:41 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deployment of web application directory /common/log/taos-log-a/tomcat/webapps/manager has finished in 7,483 ms
Jun 18, 2019 2:59:41 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deploying web application directory /common/log/taos-log-a/tomcat/webapps/CCMTrustCerts
Jun 18, 2019 2:59:49 PM org.apache.catalina.startup.TldConfig executeINFO: At least one JAR was scanned for TLDs yet contained no TLDs. Enable debug logging for this logger for a complete list of JARs that were scanned but no TLDs were found in them. Skipping unneeded JARs during scanning can improve startup time and JSP compilation time.
Jun 18, 2019 2:59:49 PM org.apache.catalina.core.StandardContext startInternalSEVERE: One or more Filters failed to start. Full details will be found in the appropriate container log file
Jun 18, 2019 2:59:49 PM org.apache.catalina.core.StandardContext startInternal options: SEVERE: Context [/CCMTrustCerts] startup failed due to previous errors
Jun 18, 2019 2:59:49 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deployment of web application directory /common/log/taos-log-a/tomcat/webapps/CCMTrustCerts has finished in 8,042 ms
- L'exécution de “ utils diagnose ” de test à partir de l'interface de ligne de commande (CLI) affiche une erreur dans le module tomcat_connectors, indiquant que les connexions internes à Tomcat ne fonctionnent pas :
test - tomcat_connectors : Failed - The HTTP and HTTPS ports are not responding to local requests. Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*
- Le certificat Tomcat a expiré le 26 mars. Malgré cela, des problèmes n'ont pas été observés pendant (ou avant) la mise à niveau de HCM-F :
Jun 19 12:00:00 hcs862-hcm-f local99 0 : 42: hcs862-hcm-f.XXXXXXXXtest.net: Jun 19 2019 10:00:00.19 UTC : %UC_CERT-0-CertExpired: %[Message=Certificate expiration Notification. Certificate name:tomcat.der Unit:tomcat Type:own-cert Expiration:Sun Mar 26 12:30:59:000 CES][AppID=Cisco Certificate Monitor][ClusterID=][NodeID=hcs862-hcm-f]: Certificate has Expired and needs to be changed at the earliest Jun 19 12:00:00 hcs862-hcm-f local99 0 : 43: hcs862-hcm-f.XXXXXXXXtest.net: Jun 19 2019 10:00:00.21 UTC : %UC_CERT-0-CertExpired: %[Message=Certificate expiration Notification. Certificate name:ipsec.der Unit:ipsec Type:own-cert Expiration:Sun Mar 26 12:30:57:000 CEST ][AppID=Cisco Certificate Monitor][ClusterID=][NodeID=hcs862-hcm-f]: Certificate has Expired and needs to be changed at the earliest
Solution
1. Régénérer le certificat Tomcat :
admin:set cert regen tomcat WARNING: This operation will overwrite any CA signed certificate previously imported for tomcat Proceed with regeneration (yes|no)? yes Successfully Regenerated Certificate for tomcat. You must restart services related to tomcat for the regenerated certificates to become active.
2. Redémarrer le serveur HCM-F :
admin:utils system restart Do you really want to restart ?Enter (yes/no)? yes
Vérification
- Vérifier l'état du service :
admin:utils service list
Requesting service status, please wait...
System SSH [STARTED]
Name Service Cache [STOPPED] Service Not Activated
Entropy Monitoring Daemon [STARTED]
Cisco SCSI Watchdog [STARTED]
Service Manager [STARTED]Service Manager is running
Getting list of all services
>> Return code = 0
Cisco AMC Service[STARTED]
Cisco Audit Event Service[STARTED]
Cisco CDM Database[STARTED]
Cisco CDP[STARTED]
Cisco CDP Agent[STARTED]
Cisco Certificate Expiry Monitor[STARTED]
Cisco Configuration Manager[STARTED]
Cisco DRF Local[STARTED]
Cisco DRF Master[STARTED]
Cisco HCS Admin UI[STARTED]
Cisco HCS CSF UI Service[STARTED]
Cisco HCS CUCDMSync Service[STARTED]
Cisco HCS ConfigMgr[STARTED]
Cisco HCS DMA-SA Service[STARTED]
Cisco HCS Data Access Manager Service[STARTED]
Cisco HCS Fulfillment Service[STARTED]
Cisco HCS IPA Service[STARTED]
Cisco HCS Intelligent Loader Service[STARTED]
Cisco HCS License Manager Service[STARTED]
Cisco HCS NBI REST FF Web Service[STARTED]
Cisco HCS NBI REST SDR Web Service[STARTED]
Cisco HCS NBI REST UCMon Web Service[STARTED]
Cisco HCS North Bound Interface Web Service[STARTED]
Cisco HCS Provisioning Adapter Service[STARTED]
Cisco HCS SDR Change Notification Service[STARTED]
Cisco HCS SDR UI[STARTED]
Cisco HCS SI UI[STARTED]
Cisco HCS SSO SP Service[STARTED]
Cisco HCS Service Inventory[STARTED]
Cisco HCS UCPA Service[STARTED]
Cisco HCS UCSMSync Service[STARTED]
Cisco HCS VCenterSync Service[STARTED]
Cisco JMS Broker[STARTED]
Cisco Log Partition Monitoring Tool[STARTED]
Cisco Platform Manager Service[STARTED]
Cisco RIS Data Collector[STARTED]
Cisco RTMT Web Service[STARTED]
Cisco Syslog Agent[STARTED]
Cisco Tomcat[STARTED]
Cisco Tomcat Stats Servlet[STARTED]
Cisco Trace Collection Service[STARTED]
Cisco Trace Collection Servlet[STARTED]
Host Resources Agent[STARTED]MIB2 Agent[STARTED]
Platform Administrative Web Service[STARTED]
SNMP Master Agent[STARTED]
System Application Agent[STARTED]
Cisco HCS UC Monitor Service[STOPPED]
Service Not ActivatedPrimary Node =true
Contribution d’experts de Cisco
- Kurt Van de VelCisco CX
- Andrea CingolaniCisco CX
- Sebastian DanikCisco CX
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