How to Run the CA Remote Engineer (CARE) diagnostics collection tool in CA Performance Management

Document ID : KB000032073
Last Modified Date : 29/05/2018
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Introduction:

Beginning with the  CA Performance Management 2.3.4 release, all new releases not contain an embedded copy of the CA Remote Engineer (CARE) tool that is installed when the software is installed. This is present in all software suite components including the CA Performance Manager UI web server, the Data Aggregator, the Data Collector and the Data Repository hosts.

The CA Remote Engineer (CARE) tool gathers data that a CA Support Engineer can use to help you troubleshoot a problem. CARE contains configuration files in its scripts directory for every product that CARE supports.


 

Environment:
CA Performance Management 2.3.4 and later
Instructions:

CARE is installed when you install CA Performance Management components. It is located, in a default install using the default /opt path, in the following directories:

CA Performance Manager:

/opt/CA/PerformanceCenter/RemoteEngineer

Data Aggregator:

/opt/IMDataAggregator/RemoteEngineer

Data Collector:

/opt/IMDataCollector/RemoteEngineer

Data Repository

/opt/CA/IMDataRepository_vertica7

 

DR specific CARE tool notes:

  • Under normal circumstances, when the CARE tool is requested against the DR system, run it on the primary node. It will gather the necessary diagnostics for all three nodes.
  • The CARE tool on the DR gathers CA based software diagnostics, as well as running the /opt/vertica/bin/diagnostics script that comes with the Vertica software install. This Vertica tool is what gathers diagnostics data from the other nodes it is aware of.
  • The CARE tool is only installed on the primary DR node when a clustered DR environment is configured, which is often the same DR node the install was run on. As such it isn't present on subsequent nodes. If a need arises to run the tool on a specific node other than the primary node, run the dr_install.sh script on the subsequent nodes to copy the CARE tool to each node in the cluster in the /opt/CA/RemoteEngineer directory.
  • The CARE tool MUST be run as the root or sudo root user that ran the Vertica install, not the dradmin or equivalent DB admin user created during install.
  • The tool run as root will ask for the dradmin and DA user names and passwords so have those handy. This is the OS level DR Admin user, and the DA DB user created for DA data insertion to the DB. The DA user and password can be validated/checked via the dbconnection.cfg file found in the DA host in /opt/IMDataAggregator/apache-karaf-2.3.0/etc/.

 

Note that the locations above are the default locations. If you chose different install locations, adjust the paths accordingly.

 

When prompted by a CA Support Engineer, take the following steps to run CARE to collect troubleshooting diagnostics data.

 

  1. At a command prompt, navigate to your installation directory:

    cd install dir

     
  2. Enter the following command:

    ./re.sh
     
  3. When prompted, enter one of the following, depending on where you are running CARE:

    CAPC
    IMDataAggregator
    IMDataCollector
    IMDataRepository
     
  4. When asked whether you want to FTP the CARE files to CA Support, provide one of the following responses:

    y The CARE files are sent to CA Support.
    n The CARE files are saved in a ZIP file that you can manually deliver to CA Support.

The tool will also check for more current versions. You may choose to allow it to update itself, or choose to answer No to stop that from transpiring. Choosing No will not prevent data from being collected.

 

For versions to install and use with CA Performance Management releases older than the r2.3.4, the tool can be downloaded from the support site at:

http://remoteengineer.ca.com

Additional Information:
You should always run the CA Remote Engineer from its installed location.
CA Remote Engineer is updated regularly with new releases to collect additional log files.
Using older or different releases may not collect the relevant log files needed for troubleshooting