Troubleshooting

This chapter contains information to be used if you run into problems installing or running Rational Rose for UNIX/Linux. The following areas are covered in this chapter:

• Troubleshooting the Installation of Rose
• Automatic Traceback if Rose should Crash or Hang on SUN Solaris or HP-UX
• Contacting Rational Customer Support

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Troubleshooting the Installation of Rose

This section covers installation troubleshooting.

General Problems

If you have problems running the install commands and see a message like this:

Could not find rs_install data.

Check that you have correctly mounted the CDROM. Refer to Mount the CD-ROM Drive . Make sure that you are running the install commands from the CDROM directory. There must be an extras directory in the same location. The command looks for the install data in there. If you have mounted the /cdrom directory from another system, make sure the directory has been properly exported - it needs to be listed in the filesystem table for exported file systems. This file is operating system dependent.

If you are having problems with the display showing strange characters on your screen and your screen does not clear for each new menu, you may have your TERM environment variable set incorrectly. Try setting it to something else like xterm, vt100 or ansi. To prevent the program from using fancy escape sequences to clear the screen or do underlining, run the programs with the -no_clear (alias -nc) option. This will prevent the commands from using these escape sequences. If underlining is the only problem, use the -no_underlining (alias -nu) option.

If uninstalling something fails, it may be that you are not the original installer. Log in as the person who installed the product and rerun the uninstall as that person.

If you have problems creating directories, it may be that you do not have the correct permissions. Check your login name and the groups you belong to using the UNIX id command. Check the directory permissions of the directory where you are trying to create a directory. You must have read (r), write (w), and execute (x) permissions for you or the groups you are in.

If you have permission problems with the tar command, it may be that you are trying to install on top of an already existing product. In most cases, this type of error can be ignored.

If you run out of disk space while installing products, you cannot ignore this type of problem. The best thing to do is uninstall Rose and reinstall it in a place where you have sufficient space to do the install. The approximate amount of space you need to install Rose is listed in the Customization Menu of the rs_install command.

If you see a message like this:

FAIL: Could not install file0:

This means that the install was trying to untar this file. In doing so, it expected it to create a directory structure that looks something like 'releases/product.ver/install'. It could be that the tar command failed due to lack of disk space. Or you do not have permissions to read the file. Check to see if you can untar the file that is shown by doing a tar -tf <file0> where <file0> is the full path to file0.

If you see a message like:

FAIL: Could not find a file to install from here:

This means that the install could not find a tar file in the listed directory. It could be that you are trying to use the wrong CD for your platform. For example, you may be using a Solaris CD-ROM on a non-Solaris computer, or an HP-UX CD-ROM on a non-HP-UX computer, etc.

Licensing Problems

If you see a message like this:

There is a problem with one license code.

or this:

There are problems with <N> license codes.

This means that the license codes in the license file do not match and are inconsistent with the text of the license. The licenses consist of several parameters and a 12, 16 or 20 digit hexadecimal code that was created using these parameters. The parameters are in ASCII text but they cannot be changed or it will invalidate the license. The parameters used to create the license are the server host ID, license name, vendor daemon name, expiration date, number of users (quantity), VENDOR_STRING, OVERDRAFT, SUPERSEDE, DUP_GROUP, vendor_info, NOTICE and ck (checksum).

If you see a message like:

It appears that Rose 2002 for UNIX is not licensed.

This means that there is a problem with the license server. It could be that:

1 . The license server was never started.

2 . The license server failed to start. This happens when the license codes are inconsistent.

3 . There is already a license server running but it is not using the Rose 2002 for UNIX license file

Check the license server log file which is kept in /rational_dir/config/server-name.log.

If you see a message like:

Users of Rose98_Unix: Cannot get users of Rose98_Unix: No such feature exists
(-5,222)

This could mean that multiple Rational servers are running, or a stale lock file was not cleaned up. This error could result from either:

1 . Another copy of lmgrd running.

2 . A prior lmgrd was killed with "kill -9" which would leave the vendor daemon running.

To correct this, kill the lmgrd and rational processes and remove the Rational lock file:

a . Use this ps command or equivalent to find the process IDs:

ps -ax | egrep "lmgrd|rational"

b . Kill those processes:

kill Process-ID-of-lmgrd Process-ID-of-rational

c . Remove the lockrational file which can be found at either:

/usr/tmp/lockrational

or

/tmp/lockrational

You may need to reboot the license server computer if this fails to correct the problem.

If you see a message like:

You do not have remote access to license-server-name from local-host-name, so it cannot be used as a license server.

It may be that the license server is not the same computer you are installing on. You must have remote shell access (rsh or remsh) to the license server computer.

If you see a message like:

Host, license-server-name does not have access.

If the license server is not the same computer you are installing on, it must have access to the rational_dir directory where Rose has been installed.

If you see a message like:

Cannot set license-server-name's host ID

with this command:

rational_dir/base/cots/flexlm.7.0f/lmhostid

The lmhostid command failed. Check to see if the lmhostid command shown will run on your local host. If so, enter the host id number in the License Server Host ID Menu (choice number 2).

If you see a message like:

Cannot access rational_dir/base/cots/flexlm.7.0f/lmhostid on license-server-name.

There was a problem accessing the rational_dir directory or the lmhostid command did not get installed from the CD-ROM.

If you see a message like:

Host ID <nnn> not valid. Less than 4 digits.

This means that the host ID number will not work. Check again using the lmhostid to see what the host ID is. It should be at least 4 or more hexadecimal digits.

If you see a message like:

Port number <pn> was found in /etc/services.

If you entered a port number and it appears that the number is in use in your /etc/services file, you may have a problem with licensing. Rational products use FLEXlm which uses TCP/IP sockets to communicate with a license server using a specific port number. This port number is specified in the license file on the SERVER line. The license server will not be able to open a socket on a port that is already in use. Rational recommends you use the default port number, 27000.

If you see a message like:

Could not find this string: 'begin .* license.*.upd'
or this string:
'INCREMENT rose_unix rational' in this file: name-of-file-you-are-importing-license-information-from
Failed to import license information.

This means that you did not receive any uuencoded or plain text e-mail from Rational containing your license keys. If you did, you need to save the message in a file and use that file as the import file. Do this from rs_install or from the license_setup Enter License Key Menu.

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Automatic Traceback if Rose should Crash or Hang on SUN Solaris or HP-UX

An automatic traceback mechanism is available for Rose for SUN Solaris and HP-UX. If Rose (rose_exe) should crash, provide the automatically produced traceback data to Rational Technical Support as described below:

SUN Solaris

If the following message appears in the xterm used to run Rose:

*** Rose Crashed! please run rreport and provide the log file /var/tmp/roseC* when requested

The log file will either be placed in:

• $TMPDIR (if defined)
• /var/tmp (if $TMPDIR not defined)

If Rose hangs, you may also produce a traceback log by entering the following pstack command:

/usr/proc/bin/pstack [hung_process_id] > & pstack_output

Submit the traceback log to Rational Technical Support, as described below:

1 . cd rational_dir/releases/rose.I.J.K/install

2 . ./rreport

3 . Choose 1: PROBLEM for report type:

Select a report type.

>>>> 1: PROBLEM

2: SUGGESTION

Enter TYPE # (1-2) [1]

4 . When asked if you have a additional data files, indicate "y".

"Do you have additional data files (i.e. traceback log, model, etc.) to include with this report [no]? y"

5 . Enter the full path/name of traceback log, when prompted:

"Enter traceback log file path/name: [] /path/name_of_file"

rreport will include as many files as you like. Once you enter the path and file name, then press Enter, you will again be prompted if there are additional files to include. rreport will bundle this information with additional information in relation to your server and client, while offering an option to automatically forward this information to Rational Technical Support.

HP-UX

If Rose should crash on HP-UX, the traceback data will display in the xterm which was used to run Rose (i.e.):

% Caught SIGILL -- traceback follows:

Stack_Trace: error while unwinding stack

( 0) 0x00579e2c segv_handler__Fi + 0x100

[/rose/source/release.ss/ux11.62.release.wrk/I.J.K/hppa_hpux/hp11/bin/rose_exe]

.. ..

Capture the traceback data and forward to Rational Technical Support, along with a description of the Rose features which were being utilized when the crash occurred. See Preface for more information.

If Rose hangs, you may also produce a traceback data by entering the following command:

kill -ILL [process id of rose_exe]

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Contacting Rational Customer Support

Contact Rational Support if you are unable to resolve your problems or if you have questions regarding the installation, use, or maintenance of this Rational Software product. For Rational Support contact information, see Contacting Rational Technical Support .