CAAIPApache Service hangs at "starting"

Document ID : KB000033175
Last Modified Date : 25/05/2018
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Issue:

Virtual Assurance CAAIPApache Server Service is hung at "starting" and the VAIM Admin Console is not accessible.

 

Cause:
Two common causes for this are connection and/or configuration issues relating to SQL or EEM.
Resolution:
Perform the following to determine if either problem is being encountered in the environment:
  1. Open the Rainier.log located in the X:\CA\Virtual Assurance\Apache folder.
  2. Go to the bottom of the log and look for errors which will repeat in the log.
  3. The problem will generally be due to one of two issues.

Virtual Assurance cannot login or communicate to SQL:

Data::ODBC::HandleException<void *,2>: Exception
IWebServiceDependency::waitForDependency SQL isAvailable returned false. 

or

Virtual Assurance cannot access EEM Server:

"Failed to connect to EEM using System account. Reason: <EE_AUTHFAILED Authentication Failed>"  

If the errors point to SQL:

  1. Verify SQL Server Service is running on the Server which is hosting the VAIM Databases (aom2,dpm) and server can be resolved over the network (if remote).
  2. Verify the Account VAIM is using to login to SQL Server still works (password has not changed or expired).
  3. Use dmputil command to change\update account\password VAIM is using to communicate with SQL Server.
  4. Navigate to X:\CA\Virtual Assurance\bin folder via command line and run:
    dmputil -set -mgmtdb and dpmutil -set -aom2
  5. Follow menu driven prompts to populate SQL Connection info.
    Example:
    DPMUTIL.PNG
  6. If you are not sure what SQL Server VAIM is using you can get this information using the "dpmutil" command as follows:
    dpmutil -get -mgmtdb or dpmutil -get -aom2
  7. Terminate both httpd.exe processes within task manager and then restart CAAIPApache Server Service
    taskmanager.PNG

If the errors point to EEM:

  1. Verify EEM Server services (CA itechnology Gateway, CA Directory) are running and served can be resolved over the network (if remote).
  2. Verify the Account VAIM is using to login to EEM still works (password has not changed or expired).
  3. Use dmputil command to change\update account\password VAIM is using to communicate with EEM.
  4. Refer to KB000050409.

If the log does not update:
In some rare cases the log may not update or, if the log was deleted, it may not be recreated. In these instances the server should be rebooted and the CAAIPApache service will start normally on boot.
At this time there is no known root cause for this problem and why it is cleared via a reboot.