2. Troubleshooting Subscription Asset Manager

Because of differences in other services, features in Red Hat Subscription Manager, and environments, there are some bugs or limits to functionality for Red Hat Subscription Manager. This section contains some workarounds and troubleshooting information from some of these issues.

2.1. Subscription Asset Manager 1.3

2.1.1. Required Upgrades for Instance-Based Subscription Changes

A new model of pricing and counting subscriptions conincident with the Subscription Asset Manager 1.3 release. Subscription Asset Manager 1.3 (and updated Red Hat Subscription Manager) can properly parse and apply these updated subscriptions as well as the former subscription structure. Older versions of Subscription Asset Manager cannot.

Important

If any subscriptions will be purchased after October 1, 2013, those subscriptions will use the new instance-based model. All Subscription Asset Manager servers must be upgraded to version 1.3 in order to use those new subscriptions. Older versions of Subscription Asset Manager are not compatible with the new instance-based subscriptions.
Additionally, it is strongly recommended that the local Red Hat Subscription Manager packages be updated on all local systems in order to use the new instance-based subscriptions.
The upgrade process requires backing up Subscription Asset Manager and its databases and managing indexes, along with updating packages. The full upgrade procedure is covered in the Using Subscription Asset Manager guide in the subscription documentation set.

2.1.2. Common Problems with Enhanced Reporting

Q: Why are no systems displayed in the report?
Q: I tried to create a new report, but I got the error Validation failed: A server name has not been defined in the database. The backend splice tool must execute at least one time.
Q: Why are all systems marked as invalid?
Q: I updated subscriptions for a system or my Satellite server in Subscription Asset Manager, but those changes are not being reflected in the report.
Q: The link to the Satellite 5.6 UI in the report results is returning an HTTP 404 error.
Q: I had other organizations and systems registered with my Subscription Asset Manager server, but they have disappeared from the UI. What happened?
Q:
Why are no systems displayed in the report?
A:
This means that the information is not being pulled into the reporting database, and there are several potential points of failure:
  • The information isn't being pulled from the Satellite server.
  • The information is being corrupted or improperly formatted when it is sent to the Subscription Asset Manager server.
  • The information is not being properly transmitted from Subscription Asset Manager into the reporting database.
  • The information is not being properly stored in the database.
  • The information stored in Subscription Asset Manager is outdated.
First, make sure that the sync script is running by checking the history in the sync tool log, /var/log/splice/spacewalk_splice_tool.log.
Then, make sure that the Mongo service is running and listening on port 27017. If the Mongo service is not running, then the Subscription Asset Manager services cannot start.
[root@sam-server ~]# service mongod status
[root@sam-server ~]# telnet localhost 27017
If the service is running, check the Mongo database to look for sync entries. For example:
[root@sam-server ~]# mongo checkin_service --eval "printjson(db.marketing_product_usage.count())"
If neither of those reveal a problem, or if they do not have relevant entries, then run the reporting debug script:
[root@sam-server ~]# /usr/bin/splice-debug
This collects all relevant configuration and log files for the reporting server and exports the data to a file in the /tmp directory name splice-debug-YYYY-MM-DD-TIME. For example, /tmp/splice-debug-2013-06-14-T15-22-19.
That directory can be zipped and sent to support if necessary.
Q:
I tried to create a new report, but I got the error Validation failed: A server name has not been defined in the database. The backend splice tool must execute at least one time.
A:
The initial run of the spacewalk-splice-checkin utility on the Subscription Asset Manager server pulls the data out of the Satellite server and into the Subscription Asset Manager database. Without that run, there is no Satellite information and the report cannot be set up with the required Satellite server and organizations.
Q:
Why are all systems marked as invalid?
A:
Check that a manifest has been imported. The manifest tells Subscription Asset Manager what subscriptions the Satellite server has attached to it; without the manifest, reporting assumes that no subscriptions are available.
Q:
I updated subscriptions for a system or my Satellite server in Subscription Asset Manager, but those changes are not being reflected in the report.
A:
The sync script runs every four hours, so it may not have synchronized the changes yet. Run the script by hand (which may take several minutes to finish):
[root@sam-server ~]# su - splice -s /bin/bash
[splice@sam-server ~]$ spacewalk-splice-checkin
Q:
The link to the Satellite 5.6 UI in the report results is returning an HTTP 404 error.
A:
Check that the rhn-search process is running on the Satellite 5.6 machine.
Q:
I had other organizations and systems registered with my Subscription Asset Manager server, but they have disappeared from the UI. What happened?
A:
If a Subscription Asset Manager instance used in enhanced reporting has non-Satellite organizations added to it, those organizations may be overwritten and removed in the Subscription Asset Manager database as part of the sync process.

Warning

A Subscription Asset Manager instance used for enhanced reporting can only be used as a reporting server for Satellite. It cannot be used a regular Subscription Asset Manager instance to manage systems or data could be lost.