Troubleshooting Hardware Sentry KM for PATROL

This section describes the basic troubleshooting steps to follow before contacting Customer Support.

Performing the First Troubleshooting Steps

If you encounter issues while using Hardware Sentry KM for PATROL, please complete the following steps:

  1. Verify that the latest version of the Hardware Connector Library is installed on the managed system.
  2. Search Sentry Software’s knowledge base for solutions for this specific issue.
  3. Verify that you are not experiencing connectivity issues.
  4. Reinitialize the KM to reset configuration and let Hardware Sentry KM for PATROL re-start monitoring from scratch.

Installing the Latest Version of the Hardware Connector library

To benefit from the latest updates, Sentry Software recommends installing the latest version of the Hardware Connector Library on top of the base version of Hardware Sentry KM for PATROL. To procedure is as follows:

  1. Identify which version of Hardware Connector Library is currently installed on the managed system. See the Hardware Connector Library documentation for more details.
  2. Verify which version was last released on Sentry Website
  3. If the version available on Sentry Website is higher than 8, download and install the Hardware Connector Library as described in the documentation.

Troubleshooting Connectivity Issues

Hardware Sentry leverages specific instrumentation agents or system management tools to collect hardware information. Because some connectivity issues may exist and cause Hardware Sentry KM for PATROL to fail, it is highly recommended to test the connection to the specific agent before contacting the Sentry Support Team.

To troubleshoot connectivity issues:

  1. Download the connection tool required from the Sentry Software Web site on the machine where the PATROL agent is installed to ensure that the network traffic is allowed from the PATROL agent machine to the monitored system. Please note that the connection tool requires Java v1.6 or higher.
  2. Run the command java -jar <Troubleshooting_Tool_Name.jar> to launch the connection tool.

    Running the Troubleshooting Tool

  3. Enter the information required to connect to the system

    Entering the Information Required

  4. Click Test Connection.

  5. Wait for the test to complete. If a connectivity issue is detected, an error message will appear. In this case, the issue encountered does not concern Hardware Sentry. Check your configuration to diagnose the source of the issue.

  6. Click Save As to export the connection test results into a txt file. You can then send this information to the Sentry Support Team.

Reinitializing the KM

When the KM stops working properly or starts behaving in an unexpected manner (displays components as missing that you know are present, does not detect components as it should, stops collecting regularly, etc.), it is recommended to reinitialize the configuration and let the KM re-start monitoring from scratch.

A backup of the PATROL Agent configuration is always performed and saved in the $PATROL_HOME/config directory before a reinitialization of the KM.

To reinitialize the KM:

  1. In the PATROL Console, right-click the KM main icon > KM Commands > Reinitialize KM…

    Reinitializing the KM

  2. Select the options as per your specific needs:

    Alert thresholds and actions

    • Reset alert thresholds and polling intervals: Removes all predetermined and dynamic thresholds from the PATROL Agent configuration. The ${productShortname} default thresholds will then be re-applied.
    • Reset Alert After N Times settings and apply default values: Discards any user-defined value defining the number of times thresholds can be breached before an alert is triggered on specific parameters, and automatically applies the system default values.
    • Reset Alert Actions: Removes all manually set Alert Actions and reverts to basic default actions i.e. Trigger a PATROL event and Annotate a parameter graph.
    • Reset other alert and threshold settings: Reverts any manually done configuration changes to default Hardware Sentry values.

    Misc. options

    • Deactivate the debug mode: Selection deactivates the debug mode if manually enabled.
    • Restore and resume paused/removed objects: Selection restores all paused or removed objects.
    • Remove Hardware Health Report Schedule settings: Clears the report schedule.
    • Remove Java Settings: Selection removes the custom Java settings (path and credentials). The KM will try to automatically find a suitable JRE.

    Monitoring settings for local host only

    • Force localhost monitoring: Restores the monitoring of the localhost when it has previously been removed.
    • Remove the security settings: Clears all the security settings entered.
    • Unload connectors and perform a platform detection: Restarts the detection process.

    Save reinitialize settings

    • Save reinitialize settings: Selection saves the defined settings that will then be considered as default.

    If configurations have been manually set in the PATROL Agent, there will be an additional section called Internal KM engine options displaying the used configuration variables and the option to remove them.

  3. Click Reinitialize…

Contacting Customer Support

If none of the above steps resolve the issue, please contact Customer Support for assistance. Before contacting our Customer Support, make sure that you have the following information available:

Determining Hardware Sentry Version

Several methods exist to determine the version of Hardware Sentry that is currently installed on your system:

  • The first method consists in right-clicking the Hardware Sentry main icon and selecting KM Commands > About.
  • The second method consists in verifying the configuration variable SENTRY/HARDWARE/currentVersion in the PATROL Agent
  • The third method consists in running the macro %DUMP KM_LIST in the System Output Window.

Enabling the Debug Mode

By default, Hardware Sentry KM for PATROL sends only the most critical information, warning and error messages to the System Output Window of the PATROL Consoles. Most often, this information is accurate enough to ensure that Hardware Sentry KM for PATROL is working properly.

The debug file includes all System Output Window messages.

If you encounter an issue and wish to report it to Sentry Software, you will be asked to enable the Debug Mode and provide the debug output to the Sentry Software support team.

To enable the debug mode:

  1. Right-click the main KM main icon > KM Commands > KM Settings > Debug…

    Enabling the Debug Mode

  2. Check the Enable Debug Mode option

  3. Indicate the date and time at which the system must stop logging debug information. The required format is: YYYY/mm/dd HH:MM:SS
  4. Check the Reinitialize ${productShortname} option (optional).
  5. Click OK. The debug files will automatically be saved in $PATROL_HOME/log

Getting Additional Product Information

When ${productShortname} starts or after a reinitialization, a report providing the following information is automatically generated:

  • Product information (version, build number, release date and release type)
  • Product KM list, including version number
  • Product PSL Libraries, including file date and size
  • Product Binaries, including file date and size
  • Connectors, including version number and build date.

This information is usually required by the Customer Support team when you encounter an issue with Hardware Sentry.

By default, only the latest generated report is stored in %PATROL_HOME%\log\ and named MS_HW_product_information_<PATROL Agent port number>.log.

Known Issue(s)

Object Labels not Properly Displayed (UNIX)

The PATROL UNIX Console has a label size limitation. This could mean that at times, object labels do not display in their entirety. You can opt for turning on the UNIX Console Mode that modifies all labels to fit the PATROL UNIX Console size limitation.

To access the UNIX Console mode settings, right-click the Hardware Sentry icon > KM Commands > KM Settings > Additional Settings > Display Settings for UNIX Console.

Turning on the UNIX Console mode will affect the labels of ALL PATROL consoles including the Windows Consoles for the given PATROL Agent. If you have a mix of UNIX and Windows, it is recommended to leave this feature disabled.