Troubleshooting

Troubleshooting

This chapter contains troubleshooting topics that are related to CA Automation Suite for Clouds powered by Amazon Web Services.

ASC Support Details

To open a support issue or enhancement request at http://ca.com/support or MyCA, follow these steps:

1. Navigate to http://ca.com/support and sign in.
2. Click Open a Case on the left side of the screen.
3. Perform the following steps:
   1. Select CA Automation Suite for Clouds as the product name.
   2. Select the release number.
   3. Select CA Automation Suite for Clouds as the component name.
4. Continue filling out the form to submit your request or issue.

This approach ensures that your issue or request is routed to the proper support team.

Usage Reporting drop-down does not populate

Symptom:

In the Usage Report request form, the Usage Reports drop-down does not populate.

Solution:

To enable Automatic Usage Reporting, administrator must modify the Amazon Web Services Account Billing Preferences.

Create an S3 bucket to locate the Usage Reports, and add a usage policy to allow Amazon Web Services to deposit usage reports into the specified S3 bucket. For more details, see the Amazon Web Services documentation.

PAM operator fails giving Signature-related error

Symptom:

PAM processor or operator execution fails with an error message like Signature not yet current or Signature expired.

Solution:

Check the time stamp of the server where the CA Process Automation server is installed. The time must be in synchronization with the current time selected in the time zone in the box where CA Process Automation is installed.

PAM operator fails giving proxy related error

Symptom:

PAM process or operator execution fails with the following error message:

The element type "BR" must be terminated by the matching end-tag "</BR>".

Note: The proxy information is requested after a given inactivity interval after a successful login. Hence, running with the correct information causes a delay, after which the incorrect proxy information is ignored. The proxy server does not request authorization again until an inactivity interval has elapsed.

Solution:

Do one of the following:

1. Do not provide the following proxy information in the configuration browser:

   Proxy Host Name, Proxy Port, Proxy Username, Proxy Password, and Proxy Domain Name.

2. If solution 1 does not work, then provide only the username in that field.

Elastic IPs are released

Symptom:

When a Virtual Business Service is stopped, its associated Elastic IPs are released and returned to the Elastic IP resource pool.

Solution:

Attach another Elastic IP to Virtual Business Service when a Virtual Business is restarted.

Note: Services that stop a Virtual Business Service include (but not limited to):

• Control Virtual Business Service – Action: Stop.
• Control Virtual Business Service – Changing Availability Zone.
• Control Virtual Business Service – Changing Instance Type.
• Manage Snapshots – Action: Create Snapshot.

Unable to approve the user request service

Symptom:

The approving manager is not able to approve the user request service.

Solution:

To allow the manager to approve end-user requests, each manager user accounts in CA Service Catalog must have an authorization level of 20 or above.

Follow these steps:

1. Log in to CA Service Catalog as the system administrator (spadmin).
2. Click Administration, Users, Search.

   The page opens with a list of users.

3. Locate a manager user account and click Edit.
4. Expand the User Settings grid.
5. Click "-" to remove the Level 0 authorization value, In the Select Business Unit Authorization Level grid.
6. Select the authorization Level 20, and click “+” to add it to the user profile.
7. Click Ok.

You have successfully granted Authorization Level 20 to the manager user account.

No option or service to delete Snapshot, Elastic IP, and Elastic Block Store Volumes

Symptom:

Option or service to delete Snapshots, Elastic IP, and Elastic Block Store Volumes which were create using a self-service portal does not exist.

Solution:

This service is not supported. Administrator has to delete the resources manually from the Amazon website.

I do not see the Instance details which I requested.

Symptom:

As an end user I have successfully requested a new AWS instance. How am I notified about the network address of the new Amazon instance and the credentials to access it?

Solution:

Open the request that you submitted and check the Notes grid for instance details.

Script runs for too long in VBS access request service

Symptom:

A message appears prompting script is taking longer to execute while the service is searching for the template.

Solution:

If the data of the search criteria is large, it takes longer than expected time to load form.

Do one of the following:

• Allow the script to run to achieve the desired result.
• Use the filter to narrow search results.

I am not able to connect to instances remotely

Symptom:

I am not able to connect to my provisioned EC2 instance using remote desktop/Secure Shell (SSH).

Solution:

Configure default security groups to enable the end-user access to the EC2 instances using the remote desktop/Secure Shell (SSH).