目录

简介

先决条件

要求

使用的组件

问题：HCM-F管理员无法添加新的PLM2实例

解决方案 1.

解决方案 2.

解决方案 3.

解决方案 4.

解决方案 5.

相关信息

简介

本文档介绍在添加新的PLM时如何对托管许可证管理器(HLM)和Prime许可证管理器(PLM)进行故障排除。在您提交TAC案例之前，请执行此核对表。

先决条件

要求

Cisco 建议您了解以下主题：

- 思科托管协作解决方案(HCS)

- 思科托管协作调解功能(HCM-F)

- 许可证在ELM/PLM中安装

使用的组件

本文档中的信息基于以下软件和硬件版本：

- HCM-F 10.6.2

- PLM 10.5.2

本文档中的信息都是基于特定实验室环境中的设备编写的。本文档中使用的所有设备最初均采用原始（默认）配置。如果您使用的是真实网络，请确保您已经了解所有命令的潜在影响。

问题：HCM-F管理员无法添加新的PLM2实例

这是显示的错误消息。

为了解决此问题，需要HLM详细日志，因为若干条件可能导致相同的GUI错误。

1.登录HCM-F。CLI启用日志级别并收集日志。

2.运行set trace level命令。

3.输入跟踪级别(使用CLI show tracelevels查找允许的跟踪级别)。

4.输入服务名称：Cisco HCS License Manager服务。

5.重现问题并使用此命令文件get activelog /hcs/HLM/*收集日志。

解决方案 1.

HLM日志显示，由于连接超时，HLM无法创建到PLM的具象状态传输(REST)连接。

| 2016-09-02 04:52:55.025 | [63406] | SdlSig | CreateELMRequest | null0 | HLM(HLMCORE) | SDRUI(NBI-HLM-v90-                       LIB0) | null

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest is fired...

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest recieved

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:elmName PLM2

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:elmHost PLM2

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:elmUser administrator

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:elmPass ******

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:deploymentMode HCS

2016-09-02 16:52:55,025 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest opening REST connection to supplied                        LM

2016-09-02 16:52:55,025 INFO  [63406] ELMApi: init, connecting to PLM2

2016-09-02 16:52:55,025 DEBUG [63406] Got the sslCtx

2016-09-02 16:52:55,025 INFO  [63406] Initialized the context

2016-09-02 16:52:55,096 INFO  [63406] ELMApi: initialized with connection timeout, connected to PLM2

2016-09-02 16:52:55,096 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest validating connection to LM

2016-09-02 16:52:55,096 DEBUG [63406] ELMApi: validateConnection Called

2016-09-02 16:52:55,097 ERROR [63406] ELMApi: ClientHanglerException caught validating connection, throwing C                       onnectException

2016-09-02 16:52:55,097 ERROR [63406] HLMCoreAgent:CreateELMRequest Exception: java.net.UnknownHostException:                        PLM2

---------

2016-09-02 16:52:55,100 DEBUG [63406] Agent: Sent message to SDRUI(NBI-HLM-v90-LIB0)

2016-09-02 16:52:55,100 DEBUG [63406] HLMCoreAgent:CreateELMResponse message was sent.

2016-09-02 16:52:55,100 ERROR [63406] Sdl...

5 | 2016-09-02 04:52:55.100 | [63406] | SdlExcept | CreateELMRequest | null0 | HLM(HLMCORE) | SDRUI(NBI-HLM-v                       90-LIB0) | Error in fire: java.net.UnknownHostException: PLM2

2016-09-02 16:52:55,101 ERROR [63406] Agent caught exception while processing message type CreateELMRequest

com.sun.jersey.api.client.ClientHandlerException: java.net.UnknownHostException: PLM2

at com.sun.jersey.client.urlconnection.URLConnectionClientHandler.handle(URLConnectionClientHandler.j                       ava:151)

在域名服务器(DNS)的HCS管理中添加直接和反向查找，并验证任何连接问题，如这些映像所示。

验证

运行命令。

admin:show network eth0

Ethernet 0

DHCP : disabled Status : up

IP Address : 10.48.50.70 IP Mask : 255.255.255.128

Link Detected: yes Mode : Auto disabled, Full, 1000 Mbits/s

Duplicate IP : no

DNS

Primary : 10.48.55.76 Secondary : Not Configured

Options : timeout:5 attempts:2

Domain : hcslab.com

Gateway : 10.48.50.1 on Ethernet 0

admin:utils network ping plm2

PING plm2.hcs10.com (10.48.50.72) 56(84) bytes of data.

64 bytes from plm2.hcs10.com (10.48.50.72): icmp_seq=1 ttl=64 time=0.484 ms

64 bytes from plm2.hcs10.com (10.48.50.72): icmp_seq=2 ttl=64 time=0.493 ms

64 bytes from plm2.hcs10.com (10.48.50.72): icmp_seq=3 ttl=64 time=0.441 ms

64 bytes from plm2.hcs10.com (10.48.50.72): icmp_seq=4 ttl=64 time=0.590 ms

--- plm2.hcs10.com ping statistics ---

4 packets transmitted, 4 received, 0% packet loss, time 3021ms

rtt min/avg/max/mdev = 0.441/0.502/0.590/0.054 ms

解决方案 2.

HLM日志显示HLM能够与PLM实例创建REST连接，但PLM回复错误消息“404 Not Found”。

2016-09-02 17:01:08,561 INFO  [63414] ELMApi: initialized with connection timeout, connected to 10.48.55.29

2016-09-02 17:01:08,561 INFO  [63414] HLMCoreAgent:null0_CreateELMRequest validating connection to LM

2016-09-02 17:01:08,561 DEBUG [63414] ELMApi: validateConnection Called

2016-09-02 17:01:08,614 ERROR [63414] HLMCoreAgent:CreateELMRequest Exception: GET https://10.48.55.29/elm-resources returned a response status of 404 Not Found

2016-09-02 17:01:08,616 DEBUG [63414] Agent: sending to [SDRUI]

-------

<com.cisco.hcs.HLM.jms.CreateELMResponse>

<messageType>CreateELMResponse</messageType>

<source>

<serviceName>HLM</serviceName>

<instance>HLMCORE</instance>

</source>

<destination>

<serviceName>SDRUI</serviceName>

<instance>NBI-HLM-v90-LIB0</instance>

</destination>

<sessionID>b0a354ec-6249-4cf6-ac7d-f73bac6918d4</sessionID>

<fault>true</fault>

<exception>

<detailMessage>GET https://10.48.55.29/elm-resources returned a response status of 404 Not Found</detailMessage>

<stackTrace>

<trace>com.cisco.hcs.HLM.core.HLMCoreAgent$null0_CreateELMRequest.fire(HLMCoreAgent.java:363)</trace>

<trace>com.cisco.hcs.hcsagent.agent.AgentFSM.fireTransition(AgentFSM.java:554)</trace>

<trace>com.cisco.hcs.hcsagent.agent.AgentFSM.fire(AgentFSM.java:445)</trace>

<trace>com.cisco.hcs.hcsagent.agent.Agent.process(Agent.java:324)</trace>

<trace>com.cisco.hcs.hcsagent.agent.AgentTask.run(AgentTask.java:75)</trace>

<trace>java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:471)</trace>

<trace>java.util.concurrent.FutureTask.run(FutureTask.java:262)</trace>

<trace>java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)</trace>

<trace>java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)</trace>

<trace>java.lang.Thread.run(Thread.java:745)</trace>

</stackTrace>

<suppressedExceptions class="java.util.Collections$UnmodifiableRandomAccessList" resolves-to="java.util.Collections$UnmodifiableList">

<c class="list"/>

<list reference="../c"/>

</suppressedExceptions>

</exception>

<Fork>false</Fork>

<requeueCount>0</requeueCount>

</com.cisco.hcs.HLM.jms.CreateELMResponse>

---------

2016-09-02 17:01:08,618 DEBUG [63414] Agent: Sent message to SDRUI(NBI-HLM-v90-LIB0)

2016-09-02 17:01:08,618 DEBUG [63414] HLMCoreAgent:CreateELMResponse message was sent.

2016-09-02 17:01:11,625 INFO  [63414] AgentFSM::currentState changed from null0 to null0

The PLM API services must be activeted in order to fix the issue.

Run the following commands from PLM CLI.

admin:utils service activate Cisco Prime LM Resource API

Service Manager is running

Cisco Prime LM Resource API[STARTED]

admin:utils service activate Cisco Prime LM Resource Legacy API

Service Manager is running

Cisco Prime LM Resource Legacy API[STARTED]

验证

从PLM CLI运行命令。

admin utils service list

Cisco Prime LM Admin[STARTED]

Cisco Prime LM DB[STARTED]

Cisco Prime LM Resource API[STARTED]

Cisco Prime LM Resource Legacy API[STARTED]

解决方案 3.

HLM日志显示PLM在演示模式下运行。

11 | 2016-09-02 05:21:07.615 | [63406] | SdlSig | CreateELMRequest | null0 | HLM(HLMCORE) | SDRUI(NBI-HLM-v90-LIB0) | null

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest is fired...

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest recieved

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:elmName PLM2

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:elmHost 10.48.55.29

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:elmUser administrator

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:elmPass ******

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:deploymentMode HCS

2016-09-02 17:21:07,615 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest opening REST connection to supplied LM

2016-09-02 17:21:07,615 INFO  [63406] ELMApi: init, connecting to 10.48.55.29

2016-09-02 17:21:07,615 DEBUG [63406] Got the sslCtx

2016-09-02 17:21:07,615 INFO  [63406] Initialized the context

2016-09-02 17:21:07,687 INFO  [63406] ELMApi: initialized with connection timeout, connected to 10.48.55.29

2016-09-02 17:21:07,687 INFO  [63406] HLMCoreAgent:null0_CreateELMRequest validating connection to LM

2016-09-02 17:21:07,687 DEBUG [63406] ELMApi: validateConnection Called

2016-09-02 17:21:07,795 DEBUG [63406] ELMApi: connection Validated

2016-09-02 17:21:07,795 DEBUG [63406] ELMApi: getELMReg Called

2016-09-02 17:21:07,846 INFO  [63406] HLMCoreAgent:Found LM to be in Demo Mode

2016-09-02 17:21:07,846 DEBUG [63406] HLMCoreAgent: CreateELMRequest closing the connection

2016-09-02 17:21:07,847 DEBUG [63406] Agent: sending to [SDRUI]

-------

<com.cisco.hcs.HLM.jms.CreateELMResponse>

<messageType>CreateELMResponse</messageType>

<source>

<serviceName>HLM</serviceName>

<instance>HLMCORE</instance>

</source>

<destination>

<serviceName>SDRUI</serviceName>

<instance>NBI-HLM-v90-LIB0</instance>

</destination>

<sessionID>ae3b7f12-d5cb-4db4-bc37-291833d00f83</sessionID>

<fault>true</fault>

<exception>

<detailMessage>ELM is in demo license.</detailMessage>

<stackTrace>

<com.cisco.hcs.HLM.jms.CreateELMResponse>

<messageType>CreateELMResponse</messageType>

<source>

<serviceName>HLM</serviceName>

<instance>HLMCORE</instance>

</source>

<destination>

<serviceName>SDRUI</serviceName>

<instance>NBI-HLM-v90-LIB0</instance>

</destination>

<sessionID>ab8cbfc5-cbe5-4c3f-8c33-324517d69d7d</sessionID>

<fault>true</fault>

<exception>

<detailMessage>ELM is in demo license.</detailMessage>

<stackTrace>

将HCS许可证添加到PLM中，并重新尝试添加PLM。

验证

登录到PLM用户界面，然后单击“关于”。添加HCS许可证后，PLM将显示有效的注册ID，如图所示：

解决方案 4.

HLM可以联系PLM，但PLM回复401消息。

12 | 2016-09-02 05:22:51.594 | [63414] | SdlSig | CreateELMRequest | null0 | HLM(HLMCORE) | SDRUI(NBI-HLM-v90-LIB0) | null

2016-09-02 17:22:51,594 INFO  [63414] HLMCoreAgent:null0_CreateELMRequest is fired...

2016-09-02 17:22:51,594 INFO  [63414] HLMCoreAgent:null0_CreateELMRequest recieved

2016-09-02 17:22:51,595 INFO  [63414] HLMCoreAgent:elmName PLM2

2016-09-02 17:22:51,595 INFO  [63414] HLMCoreAgent:elmHost 10.48.55.29

2016-09-02 17:22:51,595 INFO  [63414] HLMCoreAgent:elmUser administrator

2016-09-02 17:22:51,595 INFO  [63414] HLMCoreAgent:elmPass ******

2016-09-02 17:22:51,595 INFO  [63414] HLMCoreAgent:deploymentMode HCS

2016-09-02 17:22:51,595 INFO  [63414] HLMCoreAgent:null0_CreateELMRequest opening REST connection to supplied LM

2016-09-02 17:22:51,595 INFO  [63414] ELMApi: init, connecting to 10.48.55.29

2016-09-02 17:22:51,595 DEBUG [63414] Got the sslCtx

2016-09-02 17:22:51,595 INFO  [63414] Initialized the context

2016-09-02 17:22:51,673 INFO  [63414] ELMApi: initialized with connection timeout, connected to 10.48.55.29

2016-09-02 17:22:51,673 INFO  [63414] HLMCoreAgent:null0_CreateELMRequest validating connection to LM

2016-09-02 17:22:51,673 DEBUG [63414] ELMApi: validateConnection Called

2016-09-02 17:22:53,546 ERROR [63414] HLMCoreAgent:CreateELMRequest Exception: GET https://10.48.55.29/elm-resources returned a response status of 401 Unauthorized

2016-09-02 17:22:53,548 DEBUG [63414] Agent: sending to [SDRUI]

-------

<com.cisco.hcs.HLM.jms.CreateELMResponse>

<messageType>CreateELMResponse</messageType>

<source>

<serviceName>HLM</serviceName>

<instance>HLMCORE</instance>

</source>

<destination>

<serviceName>SDRUI</serviceName>

<instance>NBI-HLM-v90-LIB0</instance>

</destination>

<sessionID>06e919ba-1c30-47bb-b72d-a4a0a1ca049c</sessionID>

<fault>true</fault>

<exception>

<detailMessage>GET https://10.48.55.29/elm-resources returned a response status of 401 Unauthorized</detailMessage>

<stackTrace>

<trace>com.cisco.hcs.HLM.core.HLMCoreAgent$null0_CreateELMRequest.fire(HLMCoreAgent.java:363)</trace>

添加PLM OS管理员用户ID和密码。

解决方案 5.

HLM能够联系PLM，但PLM回复时使用的版本不兼容。

2016-09-05 11:53:19,131 INFO  [63394] HLMCoreAgent:null0_CreateELMRequest is fired...

2016-09-05 11:53:19,131 INFO  [63394] HLMCoreAgent:null0_CreateELMRequest recieved

2016-09-05 11:53:19,132 INFO  [63394] HLMCoreAgent:elmName PLM11

2016-09-05 11:53:19,132 INFO  [63394] HLMCoreAgent:elmHost 10.48.53.120

2016-09-05 11:53:19,132 INFO  [63394] HLMCoreAgent:elmUser admin

2016-09-05 11:53:19,132 INFO  [63394] HLMCoreAgent:elmPass ******

2016-09-05 11:53:19,132 INFO  [63394] HLMCoreAgent:deploymentMode HCS

2016-09-05 11:53:19,132 INFO  [63394] HLMCoreAgent:null0_CreateELMRequest opening REST connection to supplied LM

2016-09-05 11:53:19,132 INFO  [63394] ELMApi: init, connecting to 10.48.53.120

2016-09-05 11:53:19,132 DEBUG [63394] Got the sslCtx

2016-09-05 11:53:19,132 INFO  [63394] Initialized the context

2016-09-05 11:53:19,206 INFO  [63394] ELMApi: initialized with connection timeout, connected to 10.48.53.120

2016-09-05 11:53:19,206 INFO  [63394] HLMCoreAgent:null0_CreateELMRequest validating connection to LM

2016-09-05 11:53:19,206 DEBUG [63394] ELMApi: validateConnection Called

2016-09-05 11:53:19,457 DEBUG [63394] ELMApi: connection Validated

2016-09-05 11:53:19,457 DEBUG [63394] ELMApi: getELMReg Called

2016-09-05 11:53:19,560 DEBUG [63394] ELMApi: getELMVer Called

2016-09-05 11:53:19,667 DEBUG [63394] HLMCoreAgent:null0_createELMRequest LM PLM11 version is 11.0.1.10000-2

2016-09-05 11:53:19,667 DEBUG [63394] hlmSDRUtil.createELM

2016-09-05 11:53:19,669 DEBUG [63394] hlmSDRUtil.getHCMFDeploymentMode

2016-09-05 11:53:19,669 DEBUG [63394] hlmSDRUtil.beginTransaction

2016-09-05 11:53:19,670 DEBUG [63394] hlmSDRUtilcommitTransaction

2016-09-05 11:53:19,671 DEBUG [63394] hlmSDRUtil.beginTransaction

2016-09-05 11:53:19,672 INFO  [63394] LM version is 11.0.1.10000-2

2016-09-05 11:53:19,673 ERROR [63394] hlmSDRUtil.createELM: SDR exception(SDRSyncSession): null

2016-09-05 11:53:19,673 DEBUG [63394] hlmSDRUtil.rollbackTransaction

2016-09-05 11:53:19,673 ERROR [63394] HLMCoreAgent:CreateELMRequest Exception: Attribute TypeELMVersion is required.

确保添加的PLM版本受HCM-F支持，并参考HCS兼容性矩阵。

相关信息

- http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/hcs/10_6_1/HCMF_Product/Troubleshooting_Guide/CHCS_BK_C434C53C_00_cisco-hcm-f-troubleshooting-guide-10_6_1/CHCS_BK_C434C53C_00_cisco-hcm-f-troubleshooting-guide-10_6_1_chapter_010.html

- https://www.cisco.com/c/en/us/support/docs/unified-communications/hosted-collaboration-solution-hcs/119377-config-hcmf-00.html

- 技术支持和文档 - Cisco Systems