Article ID: 2258, created on Oct 15, 2007, last review on Oct 19, 2015

  • Applies to:
  • Operations Automation

Symptoms

Operations Automation (OA) background provisioning tasks fail with error messages explaining that the target host is unavailable, unmanageable, or temporarily down. For example:

Node #101 is unmanageable

or

The remote server is temporarily down. Please, make sure the destination host is accessible from the POA management node and POA agent is running there.

More detailed diagnostics may appear. For example:

Destination host 'lsh.provider.com' (#101), IP '192.168.1.101' : The remote server is temporarily down. Please make sure that the destination host is accessible from POA management node and POA agent is running there.
Details: system exception, ID 'IDL:omg.org/CORBA/TRANSIENT:1.0'
OMG minor code (2), described as 'No usable profile in IOR.', completed =NO

As a result, OA cannot provision the customer's service to the server mentioned in the failed task.

Host #101 mentioned in the error message above is marked as CurrentState = Off in the OA Provider Control Panel, or the Statistics cannot be retrieved when checking it in the Service Nodes menu.

Cause

The OA Management Node is unable to contact the OA Agent installed on the host with the ID mentioned in the failed task properties. This can be caused by the following types of problems:

  • Network issues
    • There is no routing between the host and the OA Management Node
    • A firewall is blocking the required ports between the host and the OA Management Node
    • The Backnet IP address of the host was changed
  • Hardware issues
    • The host is down
  • Software issues
    • OA Agent is down on the host

Resolution

Follow the steps below to troubleshoot and resolve the issue.

Instruction to obtain <SLAVE_HOST_IP>

Hereafter <SLAVE_HOST_IP> denotes the IP OA is expecting the agent to listen on.

It may be obtained by following these steps: - Find the shared host in the OA Provider Control Panel and click on it - Switch to the Packages tab in the host properties - Click the icon next to the pleskd package - Switch to the Package properties tab - Find the IP address in the following parameters: - IP address for OA communication purposes - ORB endpoint IP addresses - Endpoint for the ORB

Troubleshooting steps

  1. Log in to the host using SSH or RDP and make sure the OA Agent on the host is up and running. Restart OA Agent if it is stopped.

    Linux-based host:

    # service pem status
    # service pem restart
    

    Note: If you are using Virtuozzo Contains, make sure you execute these commands inside the proper VPS, not on the Hardware Node itself.

    Windows-based host - Execute the following commands in the command prompt (Start > Run > cmd.exe) as a local administrator:

    > net stop pem
    > net start pem
    

    Note: Using Windows clustering for MS Exchange back-ends, make sure the cluster group (virtual server) is up and running and check OA Agent on the active node. To verify a cluster state, you can use the cluadmin (GUI) or cluster (console) utilities.

  2. Make sure that ports 8352/tcp and 8354/tcp are not filtered for communication between the host and the OA Management Node. For example, use the telnet utility on the OA Management Node to check if port 8352 on the slave host is available:

    # telnet <SLAVE_HOST_IP> 8352
    

    Replace <SLAVE_HOST_IP> with the IP address obtained as above.

  3. Check routing between the OA Management Node and the shared host. For example, use the traceroute (Linux) and tracert.exe (Windows) utilities. This checks that the managed host is accessible from the OA Management Node. For example:

    # traceroute <SLAVE_HOST_IP>
    
  4. Make sure the OA Agent is listening to the proper Backnet IP address on the shared host:

    • Log in to the host using SSH/RPD
    • Open the OA_ROOT/etc/pleskd.props file in a text editor
    • Make sure that the IP address in the following parameters is the same as the one you found in the OA Control Panel:
      • communication.ip
      • orb.endpoint.addresses
      • orb_endpoint

    Note: OA_ROOT is the OA Agent installation root folder. The default values are as follows:

    • Windows-based host: C:\Program Files (x86)\SWsoft\PEM
    • Linux-based host: /usr/local/pem
  5. Make sure the OA Agent is listening to port 8352 on the shared host. Use the netstat utility, for example:

    # netstat -antp
    Active Internet connections (servers and established)
    Proto Recv-Q Send-Q Local Address               Foreign Address             State       PID/Program name
    tcp        0      0 10.39.94.202:8352           0.0.0.0:*                   LISTEN      9189/pleskd
    tcp        0      0 10.39.84.202:44610          10.39.84.14:8354            ESTABLISHED 9189/pleskd
    
  6. Check that the proper version of the OA Agent is installed on the shared host.

    Windows-based host:

    Check the version of the pleskd.exe binary (select Properties > Version). This file can be found in C:\Program Files\SWSoft\PEM\bin (or in C:\Program File\SWSoft\PEM in older OA versions).

    Linux-based host:

    rpm -q pleskd
    

    After the version number has been retrieved, it can be compared with the version on another (working) host or a version from the latest installed OA update/hotfix. If the versions are different, the OA Agent should be upgraded on that host.

How to upgrade OA Agent

Windows host

Get the install_win_sn.exe(PAgent.exe for OA >= 5.5) executable from the appropriate version of the OA distribution and run it on the appropriate host. See corresponding instruction in the documentation.

Linux host

Upgrade the version of the pleskd RPM. If using Virtuozzo Containers, upgrade the version of the pleskd VC application template installed in the VPS.

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