Why am I getting a troubleshooting link with an error message in AS400/iSeries monitoring?

Reason

This may occur when an error is encountered during data collection for any of the AS400/iSeries monitoring modules, such as Messages, Disk, Problem, or History Log. Connection failures while adding or connecting to the AS400/iSeries monitor may also occur due to network connectivity, authentication, or SSL certificate configuration issues.

1. Troubleshooting data collection errors

If the error is reported under a specific monitoring module, refer to the corresponding troubleshooting steps below.

1.1 Not authorized / No authority to access the resource

If the error message contains Not authorized or No authority to..., the user account configured for monitoring the AS400/iSeries server may not have the required authority.

Solution:

1. Verify the permissions assigned to the monitoring user account.
2. Ensure that the account has the required authorities to access the resources used by Applications Manager.
3. Refer to the prerequisites for AS400/iSeries monitoring in the Applications Manager help documentation.

1.2 No active collection under the Disk tab

If the error message shows No active collection under the Disk tab, it indicates that the Performance Collection service is not started or active on the AS400/iSeries server.

Solution:

If performance collection is not enabled on the AS400/iSeries server, start it by executing the following command:

STRPFRCOL

Alternatively, perform the following steps from the AS400/iSeries console:

1. Navigate to GO PERFORM.
2. Select Collect Performance Data.
3. Select Start Performance Collection.

You can also execute the STRPFRCOL command from the AS400/iSeries server monitor page using the Admin > Non-Interactive Command option in Applications Manager.

1.3 History Log error: Object does not exist

If this error appears under the History Log tab, it may be because the System API used to retrieve the history log is not available on V5R4 or earlier systems.

Solution:

For these systems, Applications Manager can monitor the message queue as an alternative, if required.

To enable this alternative, add the following property to the AS400Server.properties file:

am.as400.historylogalternative

Restart Applications Manager after making the change.

2. Troubleshooting monitor connection errors

If you encounter an error while adding the AS400/iSeries monitor or when Applications Manager attempts to establish a connection to the server, refer to the following troubleshooting steps based on the underlying error message.

2.1 Connection refused, connection dropped, or read timed out

The underlying driver error may indicate that the connection was refused, dropped, or timed out. This usually occurs when the configured host or port is unreachable, the required service is unavailable, or network communication is interrupted.

Solution:

1. Verify the AS400/iSeries hostname or IP address configured in Applications Manager.
2. Confirm that the configured database service port is correct.
3. Verify with the IBM i administrator that the required database service is running and listening on the configured port.
4. From the Applications Manager host, test connectivity to the AS400/iSeries server and port.
5. Check whether any firewall, network ACL, routing rule, or security policy is blocking communication between Applications Manager and the server.
6. Review the IBM i server logs for connection failures or service interruptions, if required.

2.2 Incorrect password or disabled user ID

These errors indicate that the supplied user credentials may be incorrect or that the IBM i user profile is disabled.

Solution:

1. Verify the monitoring user ID with the IBM i administrator.
2. Confirm that the user profile is enabled and is not restricted from signing on.
3. Verify that the password is correct and has not expired.
4. Check whether the account is subject to any sign-on restrictions or security policies.
5. Update the credentials in Applications Manager and retry the connection.

2.3 PKIX path building failed

This error generally indicates that the Java SSL/TLS connection could not establish a trusted certificate chain for the AS400/iSeries server. This may occur if the server certificate is self-signed, issued by an untrusted Certificate Authority (CA), or if one or more intermediate certificates are missing from the certificate chain.

Solution:

1. Obtain the server certificate and, if applicable, the complete certificate chain from the IBM i administrator.
2. Verify that the certificate is valid for the hostname used in the Applications Manager monitor configuration.
3. Import the required trusted certificate or certificate chain into the trust store used by Applications Manager.
4. Verify that the configured trust-store path and password are correct, if applicable.
5. Ensure that the Applications Manager service account has permission to read the trust-store file.
6. Retry adding the AS400/iSeries monitor.

2.4 User ID is too long

This error may occur when the supplied user ID exceeds the length supported by the IBM i database connection interface or the configured driver.

Solution:

1. Verify the expected user ID format and supported length with the IBM i administrator.
2. Use an approved monitoring account that meets the IBM i user ID requirements.
3. Update the user ID in Applications Manager and retry the connection.

3. When to contact support

If the issue persists after verifying the connection settings, network connectivity, user credentials, and SSL certificate configuration, contact the Applications Manager support team.

Include the following information in your support request:

• Applications Manager build number.
• IBM i / AS400 version.
• Hostname and port configured in the monitor.
• Whether SSL/TLS is enabled.
• The complete Applications Manager error message and underlying driver exception.
• Connectivity test results from the Applications Manager host.
• Relevant Applications Manager and IBM i server logs, if available.
• A Support Information File (SIF) collected after reproducing the issue.