Description

The iMaster NCE-Campus web UI cannot be displayed, while the controller management IP network is normal.

Possible Causes

1. An error occurs in the service process of iMaster NCE-Campus. To rectify the fault, see 1 to 3.

2. An error occurs in the database service of iMaster NCE-Campus. For details about how to rectify the fault, see the database cases in Troubleshooting Guide.
3. The hard disk usage of the cluster node is too high. For details about how to rectify the fault, see 4.

4. The iMaster NCE-Campus node experiences a server hardware fault. For details about how to rectify the fault, see 2.

Troubleshooting Roadmap

Fault Location

Troubleshooting procedure:

1. Log in to the management plane to perform a health check.
   1. After the health check is complete, click Check Result to view the check result.

      On the check result page, check the major problems and fix the problems based on the rectification suggestions. If a major problem exists, the following page is displayed after you click the problem. On this page, you can view detailed information about the major problem on the node, such as the execution result, handling suggestion, and check item description. Rectify the fault according to the handling suggestion.

   2. Based on the health check result, fix all major problems and then check whether the iMaster NCE-Campus GUI can be displayed.
      • If so, the troubleshooting process ends.
      • If the fault persists, perform 2 and 3 to locate the fault.

2. On the management plane, check whether BusService, ERService, SSOWebSite, and AuthService are running properly.
   1. Check whether the services are running properly on the corresponding nodes.
      1. On the management plane, choose Product > System Monitoring from the main menu.
      2. Enter a process name on the Processes tab to check the process status. Node Name indicates the node where the process is running.

         The process names of BusService, ERService, SSOWebSite, and AuthService are ir, er-, ssowebsite, and authservice respectively.

         You are advised to use the keyword er- to search for the ERService process because there are too many search results if you use the keyword er.

   2. Check whether the services are running properly on the corresponding nodes.

      Log in to each node as the sopuser user, and run the su - root command to switch to the root user. Run the following command to check, for example, whether AuthService is running properly:

      Run the following command to restart AuthService:

      # su ossadm -c "/opt/oss/manager/agent/bin/ipmc_adm -cmd restartapp -app AuthService"

3. Check whether the database service of iMaster NCE-Campus is running properly.

   For details about how to rectify the database fault, see Troubleshooting Guide.

4. Check the hard disk usage of the node.

   Log in to the corresponding node as the sopuser user, and run the su - root command to switch to the root user. Run the following command to check the hard disk usage of the node:

    # df -h

   The command output is as follows, which displays the current hard disk usage.

   If the hard disk usage exceeds the user-preset threshold, go to 4 in Emergency Recovery to rectify the fault. Otherwise, go to the next step to check whether the hardware is faulty.

5. Check whether the alarm indicator on the server is on.

   If the alarm indicator is on, the server hardware is faulty. Go to 2 in Emergency Recovery to rectify the fault.

Emergency Recovery

1. If BusService, ERService, SSOWebSite, or AuthService is abnormal, restart the service for emergency maintenance.
   1. On the management plane, check the node where each service is deployed.
   2. Check whether each service can be started properly. For example, if the following information is displayed, AuthService is running properly. Otherwise, contact Huawei technical support.

2. If the server hardware is faulty, contact the server vendor for fault location.

   After the hardware is replaced, reinstall the node for emergency recovery.

3. If the database service is faulty, restore the database service. For details, see Troubleshooting Guide.

   If the database service is still abnormal after the database is restored, contact Huawei technical support.

4. If the hard disk usage of the node is too high, delete invalid data in the hard disk for emergency maintenance.

   Exercise caution when deleting data to avoid data loss or even disabling the cluster.

   Run the df -h command on the node to check whether the partition with a higher Use% value is a controller partition. (Partitions under the /dev/mapper/ directory are controller partitions.) Here, as an example, assume the partition in the /dev/mapper directory has the highest Use% value.

   • If /dev/mapper is the directory or subdirectory where the installation image of iMaster NCE-Campus is in, run the cd /dev/mapper command to enter the directory. Then run the ll command to collect the file list and send it to Huawei technical support.
   • If /dev/mapper is not the directory or subdirectory where the installation image of iMaster NCE-Campus is in, check and delete the data under this directory.

5. If the fault persists, contact Huawei technical support.

Description

A user cannot log in to iMaster NCE-Campus after its GUI is displayed.

Possible Causes

1. An error occurs in the services running on the iMaster NCE-Campus nodes. For details about how to rectify the fault, see 4 in Fault Locating in Failed to Display the iMaster NCE-Campus Web UI.
2. The database cluster service is abnormal. For details about how to rectify the fault, see 1 in Emergency Recovery.
3. BusService, ERService, SSOWebSite, and AuthService of iMaster NCE-Campus are running properly. For details about how to rectify the fault, see 2 in Emergency Recovery in Failed to Display the iMaster NCE-Campus Web UI.

Troubleshooting Roadmap

Fault Location

Emergency Recovery:

1. If the database service is abnormal, restore the database service. For details, see Troubleshooting Guide.

   If the fault persists, contact Huawei technical support.

2. If BusService, ERService, SSOWebSite, and AuthService of iMaster NCE-Campus are abnormal, see 2 in Fault Locating in Failed to Display the iMaster NCE-Campus Web UI.
3. If the login fault persists, contact Huawei technical support.

Description

1. A user fails to be redirected to the login page after entering the iMaster NCE-Campus IP address.
2. The login page cannot be refreshed or opened after the user clicks the refresh button.

Possible Causes

• Cause 1: The browser version does not meet the requirement.
• Cause 2: An error occurs on the customer network.
• Cause 3: The hardware of the server is faulty.
• Cause 4: An error occurs in the processes of iMaster NCE-Campus.

Suggestion

1. Check whether the browser version is the required one.
   1. Recommended browser is Google Chrome 26 and later. Check whether the browser version is the required one.
   2. If so, the problem is not caused by the browser version. Check for other possible causes.
   3. If not, update the browser version to the one supported by iMaster NCE-Campus.

      Log in to iMaster NCE-Campus again, and check whether the fault is rectified. If so, the troubleshooting process ends. If not, perform the following steps.

2. Check whether the customer network is abnormal.
   1. Ping the addresses of the iMaster NCE-Campus login page and gateway on a local PC. For example, assume that the addresses of the iMaster NCE-Campus login page and the gateway is 192.168.19.15 and 192.168.19.1 respectively. Check whether the addresses can be pinged.
   2. If the ping succeeds, the problem is not caused by the customer network fault. Check for other possible causes.
   3. If the ping fails, the customer network is abnormal.
      • Check whether there is a local fault, for example, whether the network cable of the local PC is loose or whether the IP address of the local PC conflicts with the network where the PC resides. If so, rectify the fault.

        Log in to iMaster NCE-Campus again, and check whether the fault is rectified. If so, the troubleshooting process ends. If not, perform the following steps.

      • Check whether a firewall is deployed between the PC and iMaster NCE-Campus. If so, log in to the firewall and check whether there is any restriction on the source address used to connect to iMaster NCE-Campus, and whether access to the interface (31943) of the iMaster NCE-Campus login page is denied. If so, remove the restriction.

        Log in to iMaster NCE-Campus again, and check whether the fault is rectified. If so, the troubleshooting process ends. If not, perform the following steps.

3. Check whether the hardware of the server is faulty.
   1. Obtain information about the iMaster NCE-Campus nodes where services are running.
      1. If information about the iMaster NCE-Campus deployment configuration has been obtained, go to 3.
         1. If you log in to iMaster NCE-Campus in SSH mode successfully, go to 3.
         2. If you fail to log in to iMaster NCE-Campus in SSH mode, log in to the VRM management page of FusionCompute using the VNC.
            • If the login succeeds, go to 3.
            • If the login fails, perform the following steps.
              1. Check whether an alarm (steady red or green off) is generated for a physical machine NIC or hard disk in the equipment room, or check whether a hardware alarm is generated on the VRM page of FusionCompute. If an alarm is generated, the login failure may be caused by the alarm. Clear the alarm. If the alarm is cleared, go to 2. If the alarm cannot be cleared, go to the next step.
              2. If no alarm is generated, the possible cause may be that the VM does not respond, and as a result, the user cannot log in to iMaster NCE-Campus. In this case, forcibly restart the VM on the VRM management page of FusionCompute.

                 If the restart succeeds, go to 3. If the restart fails, go to the next step.

              3. If all hard disks and physical NICs not using security specifications are faulty or all VMs are abnormal due to the failure of the server using security specifications, you need to deploy a new server, reinstall the CNA physical node, add the CNA physical node to the VRM host list, and create new VMs.
   2. Obtain information about the iMaster NCE-Campus nodes where BusService and ERService are deployed.
   3. Check the status of BusService and ERService.

      For details about how to rectify the fault, see 1. If the fault persists, contact Huawei technical support.

4. Check whether the processes of AuthService and SSOWebSite on Controller are abnormal.

   For details about how to rectify the fault, see 2 in Fault Locating in Failed to Display the iMaster NCE-Campus Web UI

   Check whether the fault is rectified. If the fault is rectified, the troubleshooting process ends. If the fault persists, contact Huawei technical support.