Troubleshooting a NAM Server installation or upgrade

This topic describes how to solve some issues with installing and upgrading the CAS.

I cannot sign on to the CAS

Start with SSO network configuration requirements to make sure your network and your NAM deployment are ready for SSO.

After the installation, I do not see the Central Analysis Server in the services list

If you installed the report server and the SQL Server on a single machine, the service name for SQL Server must be MSSQLSERVER (the default name). If the service name used to start SQL Server is not MSSQLSERVER, the installer will not create a service for the report server. All files will be installed, but you will not be able to start the servers from the services list.

Check the log files to see if this is the issue. In default installations, the log files are:

  • <installation directory>\log\install\wdgInstallNTService.log

  • <installation directory>\log\install\wdgInstallServices.log

Open these files and search for the following strings:

  • SQL service MSSQLServer is not found (The specified service does not exist as an installed service. (0x424)) in wdgInstallServices.log

  • SQL service (MSSQLServer) is not found (The specified service does not exist as an installed service. (424)) in wdgInstallNTService.log .

To work around this issue:

In Windows, go to Administrative Tools ► Services.

Double-click SQL Server (Instance_Name) (the main SQL Server service) to see the properties.

Check the Service Name (not Display Name) for SQL Server on General tab.

"C:\Program Files\Common Files\Compuware\Watchdog\windowsjre_x64.exe" -install "Central Analysis Server" "Central Analysis Server"Service name of the SQL Server checked in the step 3

On 32-bit systems, use the "C:\Program Files\Common Files\Compuware\Watchdog\windowsjre.exe" command.

Reboot the machine where the report server is installed to apply the changes.

After the machine restarts, check whether the Central Analysis Server service has been added and starts correctly.

Services won't start

Services might not start for any of a number of reasons. The following procedure will help you to determine whether it is one of the most frequent causes.

Inspect the server.log file.

Select Start ► Programs ► CompuwareCentral Analysis Server ► Documentation ► Server log.

TCP port availability check.

Search server.log for the message “Address already in use: JVM_Bind:*port_number*”. If you find a similar message, it means the report server cannot start because the TCP port reserved for the built-in web server is already in use by another software service process.

T    ADM    06-03-16 12:45:12.274    AAS Platform 3.7.0 (build 164)
T    ADM    06-03-16 12:45:12.324    Central Analysis Server 5.0.0 (build 152)
T    ADM    06-03-16 12:45:12.324    RTM Base System 2.2.0 (build 156)
T    ADM    06-03-16 12:45:12.324    RTM GATE 2.2.0 (build 149)
T    ADM    06-03-16 12:45:12.324    ND Core Base System 5.2.0 (build 165)
T    ADM    06-03-16 12:45:12.324    Central Analysis Server Service Pack 5.0.1 (build 9)
    java.net.BindException: Address already in use: JVM_Bind:80
    at org.apache.tomcat.util.net.PoolTcpEndpoint.initEndpoint(PoolTcpEndpoint.java:264)
    at org.apache.coyote.http11.Http11Protocol.init(Http11Protocol.java:137)
    at org.apache.coyote.tomcat5.CoyoteConnector.initialize(CoyoteConnector.java:1429)
    at org.apache.catalina.startup.Embedded.start(Embedded.java:851)
    at adlex.delta.tomcat.embedded.TomcatBootstrap.startServer(TomcatBootstrap.java:176)
    at adlex.delta.server.Admin.main(Admin.java:243)
LifecycleException:  Protocol handler initialization failed: java.net.BindException: Address already in use: JVM_Bind:80
    at org.apache.coyote.tomcat5.CoyoteConnector.initialize(CoyoteConnector.java:1431)
    at org.apache.catalina.startup.Embedded.start(Embedded.java:851)
    at adlex.delta.tomcat.embedded.TomcatBootstrap.startServer(TomcatBootstrap.java:176)
    at adlex.delta.server.Admin.main(Admin.java:243)
HTTP server not started.

Determine the service and terminate it.

Use the netstat to list all of the TCP and UDP ports that are currently in use: netstat /a /n

This command lists all the active ports and their status, for example:

 Active Connections

    Proto  Local Address          Foreign Address        State
    TCP    0.0.0.0:80             0.0.0.0:0              LISTENING
    TCP    0.0.0.0:135            0.0.0.0:0              LISTENING
    TCP    0.0.0.0:443            0.0.0.0:0              LISTENING
    TCP    0.0.0.0:445            0.0.0.0:0              LISTENING
    TCP    0.0.0.0:1049           0.0.0.0:0              LISTENING
    TCP    0.0.0.0:1433           0.0.0.0:0              LISTENING
    TCP    0.0.0.0:6942           0.0.0.0:0              LISTENING
    TCP    127.0.0.1:1060         0.0.0.0:0              LISTENING
    TCP    127.0.0.1:7578         127.0.0.1:7579         ESTABLISHED
    TCP    127.0.0.1:7579         127.0.0.1:7578         ESTABLISHED
    TCP    192.168.1.100:139      0.0.0.0:0              LISTENING
    UDP    0.0.0.0:445            *:*
    UDP    0.0.0.0:500            *:*
    UDP    0.0.0.0:1025           *:*
    UDP    0.0.0.0:1026           *:*
    UDP    0.0.0.0:1434           *:*
    UDP    0.0.0.0:1464           *:*
    UDP    0.0.0.0:3385           *:*
    UDP    0.0.0.0:3456           *:*
    UDP    0.0.0.0:4500           *:*

Database connectivity check.

Search server.log for the message “No connection to data base”. If this message appears in the log, it means the report server could not start due to database connectivity problems.

T    ADM    06-03-16 13:19:26.668    AAS Platform 3.7.0 (build 164)
T    ADM    06-03-16 13:19:26.688    Central Analysis Server 5.0.0 (build 152)
T    ADM    06-03-16 13:19:26.738    RTM Base System 2.2.0 (build 156)
T    ADM    06-03-16 13:19:26.738    RTM GATE 2.2.0 (build 149)
T    ADM    06-03-16 13:19:26.738    ND Core Base System 5.2.0 (build 165)
T    ADM    06-03-16 13:19:26.738    Central Analysis Server Service Pack 5.0.1 (build 9)
T    RPT    06-03-16 13:19:26.818    watchdog file created: c:\prj\rtm50\config\nds.sem - Interval 15 min
T    DB     06-03-16 13:19:27.059    JDBC_DRIVER = net.sourceforge.jtds.jdbc.Driver
T    DB     06-03-16 13:19:27.059    JDBC_URL = jdbc:jtds:sqlserver://localhost:1433/delta;tds=8.0;
T    DB     06-03-16 13:19:27.059    JDBC_USER = delta
E    DB     06-03-16 13:19:28.261    Cannot get connection:Network error IOException: Connection refused: connect
E    DB     06-03-16 13:19:59.235    Cannot get connection:Network error IOException: Connection refused: connect
E    DB     06-03-16 13:21:00.223    Cannot get connection:Network error IOException: Connection refused: connect
T    ADM    06-03-16 13:21:00.233    No connection to data base.

The error messages prior to the last one indicate the possible reason of the problem. The following table lists the most frequent causes of database connectivity problems.

Database Connectivity Troubleshooting Actions for specific messages:

How do I determine the port number for a named instance of the SQL Server?

If enabled, the default instance of the SQL Server Database Engine listens on TCP port 1433. Named instances of the database engine are configured for dynamic ports. This means they select an available port when the SQL Server service is started. You can determine your SQL Server named instance in several ways; using SQL Server Configuration Manager is one of the simplest ways.

In general, you should refer to your SQL Server named instances by name so that you always address the valid instance (the port number may change but the instance name does not). If, during installation of the report server, you are unable to use the instance name and are forced to give a port number, you can check its value:

Log in to the system either remotely (via Remote Desktop, for example) or locally.

In Windows, go to Programs ► Microsoft SQL Server <server_version> ► Configuration Tools and choose SQL Server Configuration Manager.

Select Protocols for <instance_name> and then double-click TCP/IP to inspect the instance TCP/IP settings.

In the TCP/IP Properties dialog box, on the IP Addresses tab, determine the currently assigned port number.

If the TCP Dynamic Ports dialog box contains 0, this indicates that the Database Engine is listening on dynamic ports. The IPAll dialog contains the port number used by the SQL Server named instance you selected.

TCP/IP properties for the SQL Server named instance
TCP/IP properties for the SQL Server named instance

Click Cancel to close TCP/IP Properties.

You can validate port number discovery using the netstat program.

Connect to the Database Engine with SQL Server Management Studio from a remote machine. On the machine hosting SQL Server, issue the netstat command and inspect the Local Address and Foreign Address columns. Find a matching pair (or pairs) of addresses that represents your remote connection to the SQL Server. The Local Address column contains the port number associated with the local machine (separated by a colon from the IP address).