CA WCC 11.3.x or11.4.x installation/upgrade fails during Embedded Entitlements Manager (EEM) server connectivity test.

Document ID : KB000045239
Last Modified Date : 14/02/2018
Show Technical Document Details

Symptoms:

The CA Workload Control Center 11.3.x or 11.4.x installation/upgrade fails during Embedded Entitlements Manager (EEM) server connectivity test.

The WCC Installation log contains messages similar to:

<YYYY-MM-DD HH:MM:SS> : com.ca.wcc.install.utilities.IaUtils::
Substitute on Host "{0}" not responding. yields <Host "{0}" not responding.>
YYYY-MM-DD HH:MM:SS : EemServerAndPortsUtil::
host <EEM_Server_host> is NOT responding.
<YYYY-MM-DD HH:MM:SS> : EemServerAndPortsUtil::
Substitute on None of these server(s) are responding: "{0}" yields <None of these server(s) are responding: "{0}">

Cause:

  • DNS name resolution problem. WCC server is unable to resolve the EEM server host name.
  • Network latency between the WCC and EEM hosts.
  • ECHO Requests (ICMP Protocol) are blocked by firewall rules on the EEM host.
  • TCP Port 7 (Echo service) is not available or blocked by firewall on the EEM host.

Resolution:

  • Ensure the WCC host is able to resolve EEM hostname correctly using "nslookup <EEM_Server_hostname>" command.
  • The WCC installer times out trying to connect to EEM server after 3000 milliseconds. Check the EEM server's response rate with commands tracert (Windows) or traceroute (UNIX/Linux) on the WCC host.
  • Validate that EEM server acccepts Echo requests with "ping <EEM_Server_Host>" command from the WCC host. If ping fails or times out, check firewall (network or OS-level) rules.
  • Try to telnet to the EEM Server host on port (telnet <EEM_Server_Host> 7) from the WCC host. If this fails, enable Echo service on the EEM server and/or open TCP port 7 on the firewall (network or OS-level).

Additional Information:

The WCC installer uses the Java isReachable() method [java.net.InetAddress.isReachable(int timeout)] to check whether the EEM server is reachable.

As per Oracle Java doc:

Best effort is made by the implementation to try to reach the host, but firewalls and server configuration may block requests resulting in a unreachable status while some specific ports may be accessible. A typical implementation will use ICMP ECHO REQUESTs if the privilege can be obtained, otherwise it will try to establish a TCP connection on port 7 (Echo) of the destination host.