IBM Support

MUSTGATHER: Getting assistance for SUMA errors through AIX Support

Troubleshooting


Problem

Sometimes errors may occur when using Service Update Management Assistant (SUMA)

 

 Exception in thread "main" java.lang.NullPointerException
at ECCWrapper.orderUpdates(ECCWrapper.java:551)
at ECCWrapper.main(ECCWrapper.java:153)
0500-012 An error occurred attempting to download.

The values will vary based on the reason for the error.

Diagnosing The Problem

Enabling more verbose logging may help your support engineers diagnose the problem.  The following instructions will help you generate more useful info for troubleshooting.

 

1.  Save and modify eccBase.properties

    $ cp /var/suma/data/eccBase.properties  /var/suma/data/eccBase.properties.orig
    $ vi /var/suma/data/eccBase.properties

        DDP_DEBUG_LEVEL=4
        TRACE_LEVEL=INFO
        TRACELOG_MAXSIZE_MB=20

2.  Save the log files

    $ cd /var/suma/log
    $ mv /var/adm/ras/suma.log /var/adm/ras/suma.log.save._$(date +"%y-%m-%d_%H:%M")
    $ mv /var/suma/log/eccTrace0.0.log  /var/suma/log/eccTrace0.0.log.save._$(date +"%y-%m-%d_%H:%M")

 

3.  Verify that suma can get through your firewall to our servers. If this fails, please resolve the failure before proceeding

 

    $ /usr/esa/bin/verifyConnectivity -tw

NOTE:  If port 80 is blocked, you will not be able to use the default download protocol http. This can be changed to https, however this will be slower, since the https protocol is single threaded!!

    $ suma -c -a DOWNLOAD_PROTOCOL=https

4.  Create a script /tmp/suma_debug.sh  for some executables to run. Insert the following text:

 

Contents of /tmp/suma_debug.sh
#!/bin/sh

suma -l
suma -c -a LOGFILE_VERBOSE=LVL_DEBUG
suma -c
suma -D
/usr/esa/bin/verifyConnectivity -tw
/usr/ecc/bin/config_service_proxy -d
/usr/ecc/bin/config_conn_path -d 'PRIMARY'
/usr/ecc/bin/config_conn_path -d SECONDARY
/usr/ecc/bin/config_conn_path -d TERTIARY

#########################
# CASE SPECIFIC COMMANDS
#########################

# The following is syntax based on your case. Your support engineers will provide guidance as needed.

# EXAMPLE: /usr/sbin/suma -x -a RqType=SP -a Action=Download -a RqName=7200-02-01-1732 -a FilterML=7200-02 -a DLTarget=/tmp  \
#            -a  DisplayName="Download request for oslevel 7200-02-01-1732"

                        
# We will use the following two commands for this case

/usr/sbin/suma -x -a Action=Preview  -a RqType=Latest -a FilterML=7200-02 -a DisplayName="Preview Latest 72 TL2 Download Request" -a DLTarget=/tmp
/usr/sbin/suma -x -a Action=Metadata -a RqType=Latest -a FilterML=7200-02 -a DisplayName="Actual Latest 72 TL2 Download Request"  -a DLTarget=/tmp
  

 

5.  Make file executable

      $ chmod +x /tmp/suma_debug.sh

 

6.  Start a script logging session and run suma commands to collect more info

 

    $ script /tmp/suma_script.log

 

7.  Execute the suma debug script

 

    $ /tmp/suma_debug.sh

 

8.  Exit the "script" session when the suma_debug.sh exits

 

    $ exit

 

9.  Upload the log files to ecurep testcase servers.

 

     /var/suma/log/eccTrace0.0.log  
     /tmp/suma_script.log

     ** See SUPPORT  Section "e" below for upload instructions

 

10.  Restore the original eccBase.properties

 

    $ cp /var/suma/data/eccBase.properties  /var/suma/data/eccBase.properties._$(date +"%y-%m-%d_%H:%M")
    $ cp /var/suma/data/eccBase.properties.orig /var/suma/data/eccBase.properties

 

SUPPORT:

 

If additional assistance is required after completing all of the instructions provided in this document, please follow the step-by-step instructions below to contact IBM to open a case for software under warranty or with an active and valid support contract.  The technical support specialist assigned to your case will confirm that you have completed these steps.

a.  Document and/or take screen shots of all symptoms, errors, and/or messages that might have occurred

b.  Capture any logs or data relevant to the situation

c.  Contact IBM to open a case:

   -For electronic support, please visit the IBM Support Community:
     https://www.ibm.com/mysupport
   -If you require telephone support, please visit the web page:
      https://www.ibm.com/planetwide/

d.  Provide a good description of your issue and reference this technote

e.  Upload all of the details and data to your case

   -You can attach files to your case in the IBM Support Community
   -Or upload to the IBM Enhanced Customer Data Repository
      https://www.secure.ecurep.ibm.com/app/upload_sf

Related information

Using the Service Update Management Assistant (SUMA)

Document information

More support for: AIX family

Component: SUMA

Software version: All Versions

Operating system(s): AIX

Reference #: 0719985

Modified date: 06 August 2018