Troubleshoot Installation and Upgrade

This topic outlines troubleshooting steps for issues you may encounter when installing or upgrading Moogsoft Enterprise.

moog_farmd log

Located in /var/log/moogsoft
As with LAMs, logging is configured via the Log4j based logging (log_config section of the moog_farmd.conf file
Each line references the Moolet or process that wrote the message

Yum errors and workarounds

Yum: Incorrect Moogsoft Enterprise version

If an incorrect or outdated version is offered when installing Moogsoft Enterprise your Yum cache may need cleaning.

Run the following command and then re-attempt the installation:

yum clean all

Yum: HTTP Error 401 - unauthorized

If an attempt to install Moogsoft Enterprise fails with an error such as the following, check your username and password credentials are correct in the configured Moogsoft Yum repository.

https://<username>:<password>@speedy.moogsoft.com/repo/aiops/latest/repodata/repomd.xml: [Errno 14] HTTP Error 401 - Unauthorized

Yum: Problem making SSL connection

If an attempt to install Moogsoft Enterprise fails with an error such as the following:

https://<username>:<password>@speedy.moogsoft.com/repo/aiops/latest/repodata/repomd.xml: [Errno 14] problem making ssl connection
Trying other mirror.
Error: Cannot retrieve repository metadata (repomd.xml) for repository: moogsoft-aiops. Please verify its path and try again

You may need to update the NSS packages on your server. Run the following command and then re-attempt the installation.

yum -y update nss

Yum: MySQL conflict

If an attempt to install Moogsoft Enterprise fails with an error such as the following, it may be caused by a conflict with the MySQL libraries on the host.

Running rpm_check_debug
Running Transaction Test
Transaction Check Error:
  file /usr/lib64/mysql/libmysqlclient.so.16.0.0 from install of mysql-community-libs-compat-5.7.22-2.el6.x86_64 conflicts with file from package compat-mysql51-5.1.54-1.el6.remi.x86_64
  file /usr/lib64/mysql/libmysqlclient_r.so.16.0.0 from install of mysql-community-libs-compat-5.7.22-2.el6.x86_64 conflicts with file from package compat-mysql51-5.1.54-1.el6.remi.x86_64
Error Summary
-------------

Run the following bash commands to allow the product to be installed successfully:

echo "remove compat-mysql51" > /tmp/moog_yum_shell.txt
echo "install mysql-community-libs-compat-5.7.22" >> /tmp/moog_yum_shell.txt
echo "install mysql-community-client-5.7.22" >> /tmp/moog_yum_shell.txt
echo "install mysql-community-libs-5.7.22" >> /tmp/moog_yum_shell.txt
echo "install mysql-community-server-5.7.22" >> /tmp/moog_yum_shell.txt
echo "install mysql-community-common-5.7.22" >> /tmp/moog_yum_shell.txt
echo "groupinstall moogsoft" >> /tmp/moog_yum_shell.txt
echo "run" >> /tmp/moog_yum_shell.txt

cat /tmp/moog_yum_shell.txt | yum shell -y

The above error is most likely to occur on hosts on which some MySQL components are already installed. The issue is often seen when trying to install moogsoft-db on a system with an existing MySQL installation.

UI errors and workarounds

Cannot access UI

If you cannot access the UI from your host machine, check your firewall and if you're listening on the right ports:

To check if your firewall is enabled:
```
service firewalld status
```
This returns the status disabled if the firewall is disabled.
To disable an active firewall:
```
service firewalld stop
```

To check whether a port is open:

firewall-cmd --zone=public --query-port=8443/tcp
firewall-cmd --zone=public --query-port=8080/tcp

To open a port:

firewall-cmd --permanent --zone=public --add-port=8080/tcp
firewall-cmd --permanent --zone=public --add-port=8443/tcp
firewall-cmd --reload

Cannot access UI integrations

If you do not uninstall certain UI integrations before upgrading to Moogsoft Enterprise v8.0.x, you may see a 502 gateway error when trying to access integrations in the Moogsoft Enterprise UI.

To solve the problem, follow these steps to delete the UI integrations and perform some cleanup tasks.

Run the following SQL against the moogdb database:

use moogdb
DELETE t1 FROM system_config t1 JOIN integration_url_tools t2 ON t1.id = t2.system_config_id;
DELETE t1 FROM system_config t1 JOIN integration_moolets t2 ON t1.id = t2.system_config_id;
DELETE t1 FROM sitroom_plugins t1 JOIN integration_sitroom_plugins t2 ON t1.id = t2.plugin_id;
DELETE t1 FROM link_definitions t1 JOIN integration_link_definitions t2 ON t1.id = t2.link_id;
DELETE t1 FROM alert_column_names t1 JOIN integration_custom_fields t2 ON t1.internal_name = CONCAT('custom_info.',t2.field);
DELETE t1 FROM situation_column_names t1 JOIN integration_custom_fields t2 ON t1.internal_name = CONCAT('custom_info.',t2.field);

Run the following SQL against the moog_intdb database:

use moog_intdb
DELETE IGNORE FROM integration_migration;

Go to the Integrations tab in the UI and reconfigure your integrations.

Situation Room plugins or Situation client tools to external URLs do not work

A Situation Room plugin or Situation client tool shows an error similar to the following after upgrade:

Refused to frame 'https://site.com/' because it violates the following Content Security Policy directive: "default-src 'self'

This release includes a Content Security Policy that restricts the automatic loading of resources from external domains. You must follow the steps to configure Moogsoft Enterprise to allow access to required external domains.

For instructions see RPM - Upgrade UI components or Tarball - Upgrade UI components according to your implementation type.

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