Troubleshoot and Debug

  1. Check the Logs file of MID Server in case of failures. Logs are stored at <Mid Server installation path> / agent/log/.

    • agent0.log.0
    • Wrapper.log

  2. Enable the logging and set the Log Level to 4 and perform the operation. All details are recorded into a wrapper.log file.

  3. When the logging level is set to 4 and the lookups are turned ON then the wrapper.log at MID Server stores the IP, DNS and FQDN for a request. These values can be compared with the one stored in PAS to check if the failure is due to mismatch of IP, DNS or FQDN.

Debugging Scenarios and Tips

Scenario 1

The user gets an Authentication failed message on validation.

Cause 1

This happens when a Credential resolver can fetch the credential successfully, but it’s not authorizing with the provided credentials.

Resolution 1

  • Confirm that the system or a target is added into PAS.
  • Confirm that the service user has Checkout permission of an Account.
  • Confirm that the WebApp is permitted to a service user being used in config.xml of MID Server.
  • Confirm that the parameters passed in config.xml file.
  • Confirm that the extlib folder in MID Server contains the expected file.

Scenario 2

Users might experience performance issues in bulk discovery.

Cause 2

A plugin has a retry mechanism and DNS look up features. You can experience performance issues when these are configured. The plugin tries to look up the information one-by-one using all three lookup parameters. If it fails to get the information, it will retry based on the configuration setting. This process is time-consuming.

Resolution 2

  • Avoid using all the lookup parameters unless required. For example, if all the systems in PAS are enrolled with FQDN, then use only FQDN in the lookup order.
  • Try to keep retry attempts at a minimum.

Scenario 3

User gets a timeout message on credential validation.

Cause 3

This happens when a ServiceNow MID Server timeout exceeds the retry interval.

Resolution 3

Check the retry interval and retry attempts values in the config.xml and set a lower value for retry intervals and attempt.

Scenario 4

If the DelineaCredCache.properties file is not created in the Agent folder.

Cause 4

This happens when the plugin failed to fetch the Mid Server folder location.

Resolution 4

Check the location of the Agent folder and whether it exists or not.

Scenario 5

If you are unable to decrypt the credentials.

Resolution 5

  • Ensure that the EncryptCredential jar is running on the same server as the Mid Server.
  • Ensure that the tags copied correctly.

Scenario 6

Getting an error while running the EncryptCredential.jar file.

Resolution 6

Ensure Java version is 11 or above by running "Java -version" command.