When troubleshooting reasons why the Web Console stops responding, the following files and parameters are reviewed:

  • Required files

    When troubleshooting issues, VMware always asks for the following files:

    • RPS files

    • Service Assurance Manager server log files

    • tomcat log files

    • sm_monitor log files

    • Console log files

    • ics.conf files

      The console log files include the VMware Telco Cloud Service Assurance Java Message log file, the Sun Java Plug-in Console log file, and the VMware Telco Cloud Service Assurance server messages received log file. By reviewing the console log files, VMware Telco Cloud Service Assurance can clearly determine if the console stopped responding because the system ran out of memory, or if the issue was the result of some other error. Using the server log file, VMware can review what occurred at the time the console stopped responding; for example, was the server busy or was there some other exception.

      From prior experience, a Web Console or Global Console stops responding as a result of the machine running out of memory.

  • Debugging parameters

    To have debugging information entered in the log files, you must have the console debugging parameters set by default, before you use the console and the console stops responding. You need to verify that the debugging information is being entered into the log files before there is a problem. Having the debugging parameters set ensures that no critical information is lost.

  • Primary Java log file

    The primary Java log file is the key tool used in diagnosing issues. This file gets overwritten at each startup time and is the file that saves the contents of the Console Java Log. Enable this file by typing the following command: 

                   -Dcom.smarts.java.log=<
               filename
               >

  • Asynchronous message log file

    This log file is controlled by versioning. This file can get very large if the server is processing numerous notifications. Enable the asynchronous message log file by typing the following command: 

                   Dcom.smarts.server.logMessages=true