Installation and upgrade problems

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Solve common problems that are related to installation, configuration, and upgrade of License Metric Tool.

Installation problems

Installation of the server cannot continue and an error is displayed.
Installation of the License Metric Tool server cannot continue and the following message is displayed:
./tools/getArch: line 108: print: command not found 
./tools/getArch: line 109: print: command not found 
./tools/getArch: line 116: print: command not found 
setup-server-9.0-linux-x86_64.sh: line 52: print: command not found
The error might be caused by the fact the operating system is not fully configured. You might also need to reboot the operating system.
Installation of the BigFix® server with a remote MS SQL Server database fails.
The problem might occur while installing the BigFix server on the Windows 2008 Server operating system. When the installer attempts to connect to the remote MS SQL Server database, the following message is displayed:
Computer Browser Error with Windows Authentication
To solve the problem, enable the file and printer sharing in Windows:
  1. Go to Control Panel > Network and Sharing Center.
  2. Click Advanced sharing settings.
  3. Select the Turn on file and printer sharing check box.
  4. Click Save changes.
Installation of the License Metric Tool server does not start on Linux.
The problem occurs when the Symantec process rtvscand is running. To solve the problem, you can stop the rtvscand process or exclude the /tmp folder from Symantec scan. For more information about excluding the /tmp folder, see: How to Configure Scan Exclusions in SEP for Linux.
Installation fails and a warning about the lack of free disk space in a given directory is displayed. However, there is enough free space in that directory.
To solve the problem, perform the following steps.
  1. Open the command line.
  2. Run the following command to change the variable that is responsible for checking disk space requirements.
    • Linux icon export tlm_debug_disable_disk_space_check=true
    • Windows icon set tlm_debug_disable_disk_space_check=true
  3. Run the following command to start the installation.
    • Linux icon ./setup-server-linux-x86_64.sh
    • Windows icon setup-server-windows-x86_64.bat
Installation cannot be started, because the /tmp directory has the NOEXEC or NOSUID flag.
In some environments, the /tmp directory might be mounted with the NOEXEC or NOSUID flag, which blocks the installation. The problem can be recognized by the following error in the ia.log file. 
Launching installer... 

./server/parts/CDROM_Installers/Disk1/InstData/Linux_64/VM/setupServer.b
in: line 3318: /tmp/install.dir.20400/Linux/resource/jre/jre/bin/java: 
Permission denied
The /tmp directory is used to store temporary files during the installation. To solve the problem, perform one of the following steps and rerun the installation:
  • Remove the NOEXEC or the NOSUID option (or both) from the tmp directory.
  • Specify a new temporary directory in the IATEMPDIR environment variable.
    Note: This solution does not work if you are using the All-in-One installer.
    1. Create a custom temporary directory, for example:
      mkdir /root/Install_tmp
    2. Set the IATEMPDIR variable to the new directory:
      export IATEMPDIR=/root/Install_tmp
    3. Restart the installation.
During the installation of License Metric Tool for non-English-language locales, some Java exceptions are displayed in English.
Even for non-English-language locales, some Java exceptions that might occur during the installation are displayed in English. However, the Details view that contains the exceptions also includes more information that can help you to understand and solve the issue. If you want to see the translated description of a problem, you can switch to the Problems view where all the available details are provided.

Upgrade problems

Despite upgrading the License Metric Tool server to the latest version, the service name still shows the old version.
The display name of the service on Windows does not change after the upgrade, which is a limitation. It does not, however, impact License Metric Tool in any way. To update the service name, restart your computer.
The upgrading fixlet is not relevant because the License Metric Tool server was manually installed on a computer on which the BigFix client is not installed.
The Upgrade to the latest version of IBM License Metric Tool (version) fixlet is not relevant because the previous version of the License Metric Tool server was installed manually on a computer without the BigFix client. To make the fixlet relevant, perform the following steps.
  1. Install the BigFix client on the computer where the License Metric Tool server is installed.
  2. Set the value of the LMT_Server_Path_[user_ID] parameter to the installation path of the License Metric Tool.
    1. Log in to the BigFix console that is linked to your BigFix server.
    2. In the navigation bar, click Computers.
    3. In the upper-right pane, right-click the computer on which you installed License Metric Tool, and click Edit Computer Settings.
    4. To add a setting, click Add.
    5. In the Setting Name, type LMT_Server_Path_[user_ID].
      Note: [user_ID] is the ID of the operating system user who installed License Metric Tool.
    6. In the Setting Value, specify the License Metric Tool installation path.
    7. Click OK.
Upgrade of the License Metric Tool server with a fixlet is not possible on Linux because conditions in relevance 6 and 8 (or 5 and 7 in older fixlet versions) are not met.
When the Upgrade to the latest version of IBM License Metric Tool (version) fixlet is not relevant, use the Analyze the Relevance of a Fixlet or Task fixlet to check which part of the relevance expression is not matched. For detailed instructions, see: Checking why a fixlet or task is not relevant.
If the problem is with relevance 6 and 8, it is most likely that the etc/passwd file cannot be accessed or read. To work around this problem, create a custom copy of the Upgrade to the latest version of IBM License Metric Tool (version) fixlet with relevance 6 and 8 removed.
  1. Relevance 6 and 8 check whether there is enough disk space to perform the upgrade. Because you are going to remove these checks from the fixlet, ensure that enough free disk space is available in the relevant directories. Space requirements are provided in the fixlet description.
  2. Create a custom copy of the Upgrade to the latest version of IBM License Metric Tool (version) fixlet.
    1. Log in to the BigFix console.
    2. In the navigation tree, go to Sites > External Sites > IBM License Reporting (ILMT) v9 > Fixlets and Tasks.
    3. Right-click the fixlet Upgrade to the latest version of IBM License Metric Tool (version), and click Create Custom Copy.
    4. Change the name of the fixlet so that you can easily recognize it.
    5. Open the Relevance tab, remove relevance 6 and 8, and click OK.
  3. To upgrade the License Metric Tool server with a custom version of the fixlet, click Take Action. Select the computer on which the License Metric Tool server is installed, and click OK.

    If you want to upgrade the server later, the custom copy of the fixlet is available in Sites > Master Action Site > Fixlets and Tasks.

  4. Optional: After the License Metric Tool server is upgraded, remove the custom version of the fixlet.
    1. In the navigation tree, go to Sites > Master Action Site > Fixlets and Tasks.
    2. Right-click the custom version of the fixlet, and click Remove. Then, click OK to confirm.
The upgrading fixlet is not relevant because the License Metric Tool site is not up-to-date.
The fixlet might not be relevant because the BigFix server is installed on a computer that does not have access to the Internet and the version of the License Metric Tool fixlet site is not up-to-date. To solve this problem, see: Updating the fixlet site.
The upgrading fixlet is not relevant because the License Metric Tool database is no longer supported.
To solve the problem, upgrade the database to a supported version. For more information, see the following links.
Upgrade of the License Metric Tool server in silent mode fails because support for the version of the database that is used is planned to be removed.
When support is planned to be removed for the version of the database that is used by License Metric Tool, upgrade of the License Metric Tool server in silent mode fails. The following warning is written in the server.log file.
Your current version of the database is planned to be removed from the list of databases supported by License Metric Tool.
Consider upgrading your database to DB2 11.5.0.0 before the next upgrade of the License Metric Tool server.
To complete the upgrade, perform one of the following steps. Then, rerun the upgrade.
Upgrade of the License Metric Tool server with a fixlet fails on Linux.
The problem occurs when the server was installed by a non-root user. To solve the problem, upgrade the server in interactive or silent mode.
After the upgrade, the scheduled All IBM Metrics and IBM Software Only reports are no longer sent to the specified recipients
The predefined report views called All IBM Metrics and IBM Software Only were duplicates of the default report view, and thus were removed in application update 9.2.7. If you scheduled any of these predefined report views to be sent to the specified recipients, the schedule was removed. Otherwise, you would not be able to modify or delete it. To have the reports sent again, create a new schedule for the default report view.

Other problems

During the configuration of the connection to a remote DB2 database, the following error is displayed: The user specified for the communication with the database could not be found in the system.
The problem occurs when the remote DB2 database is installed on an AIX computer. It means that the user that you want to use for connecting to the database does not exist on the LDAP server. To solve the problem, specify a different user or create a user with the specified credentials on the LDAP server.
During the configuration of the connection to the BigFix server, the following message is displayed: Could not determine character set of the BES database. Are you sure the BES server is running an agent?.
The problem occurs when the BigFix client was removed from the computer where the BigFix server is installed. To solve the problem, manually set the _BESClient_DeploymentEncoding_IANAName property to that of your deployment code page.
The list of non-English languages in the installation wizard is reduced.
To see your language as an option in the installation wizard, change your system locale to a chosen language:
  1. On Linux, open the Terminal and run the following command: 
    export LC_ALL=language_code.UTF8
    For example, export LC_ALL=en_US.UTF8.
  2. Run the locale command to verify changes.
  3. Restart the installation and choose the language.
Manually changing the port number of License Metric Tool.
If you cannot access the user interface (Management > Server Settings) to change the port number, you can also do it in the server.xml file.
  1. Go to install_dir/wlp/usr/servers/server1, and edit the server.xml file.
  2. In httpsPort, enter the new port number.
    <httpEndpoint host="*" httpsPort="9081" id="tema">

    The change takes effect immediately, the server does not need to be restarted.

Uninstalling License Metric Tool fails because the License Metric Tool service is unresponsive and cannot be stopped.
You can manually force an unresponsive service to stop.
  1. Open the command line.
  2. Run the following command:
    • Linux icon service LMTserver status
    • Windows icon sc queryex LMTServer
  3. Identify the PID of the License Metric Tool process.
  4. In the same command line, run the following command:
    • Linux icon kill -9 identified_PID
    • Windows icon taskkill /pid identified_PID /f