Servicios HCM-F en estado STOPPED después de la actualización del dispositivo

Introducción

Este documento describe un problema que se produjo después de actualizar Hosted Collaboration Mediation Fulfillment (HCM-F) junto con el proceso de solución de problemas.

La causa raíz del problema está relacionada con un certificado Tomcat caducado. Muchos clientes que planean actualizar su dispositivo HCM-F (para beneficiarse de las funciones recién introducidas) se enfrentarán a este problema si su certificado Tomcat HCM-F existente ha caducado y no se ha regenerado.

Prerequisites

Requirements

Cisco recomienda que tenga conocimiento sobre estos temas:

• Solución de colaboración alojada de Cisco (HCS)
• Cisco Hosted Collaboration Mediation Fulfillment (HCM-F)

Componentes Utilizados

La información que contiene este documento se basa en las siguientes versiones de software y hardware.

• HCM-F 11.5.4

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Problema

Después de actualizar HCM-F (11.5.1 a 11.5.4) y la versión del switch, la página Interfaz gráfica de usuario (GUI) ya no se puede alcanzar y los servicios están en estado de detención.

Resolución de problemas realizada

• Al comprobar el estado de los servicios, se observa que la interfaz de usuario web (UI) y los servicios relacionados con Tomcat se encuentran en el estado STOPPED:

admin:utils service list 
Requesting service status, please wait...
System SSH [STARTED]
Name Service Cache [STOPPED] Service Not Activated
Entropy Monitoring Daemon [STARTED]
Cisco SCSI Watchdog [STARTED]Service Manager [STARTED]
Service Manager is running
Getting list of all services
>> Return code = 0
Cisco AMC Service[STARTED]
Cisco Audit Event Service[STARTED]
Cisco CDM Database[STARTED]
Cisco CDP[STARTED]
Cisco CDP Agent[STARTED]
Cisco Certificate Expiry Monitor[STARTED]
Cisco Configuration Manager[STARTED]
Cisco DRF Local[STARTED]
Cisco DRF Master[STARTED]
Cisco HCS Admin UI[STOPPED] Component is not running
Cisco HCS CSF UI Service[STOPPED]  Component is not running
Cisco HCS CUCDMSync Service[STARTED]
Cisco HCS ConfigMgr[STARTED]
Cisco HCS DMA-SA Service[STARTED]
Cisco HCS Data Access Manager Service[STARTED]
Cisco HCS Fulfillment Service[STARTED]
Cisco HCS IPA Service[STARTED]
Cisco HCS Intelligent Loader Service[STOPPED]  Component is not running
Cisco HCS License Manager Service[STARTED]
Cisco HCS NBI REST FF Web Service[STOPPED] Component is not running
Cisco HCS NBI REST SDR Web Service[STOPPED]  Component is not running
Cisco HCS NBI REST UCMon Web Service[STOPPED]  Component is not running
Cisco HCS North Bound Interface Web Service[STOPPED]  Component is not running
Cisco HCS Provisioning Adapter Service[STARTED]
Cisco HCS SDR Change Notification Service[STARTED]
Cisco HCS SDR UI[STOPPED]  Component is not running
Cisco HCS SI UI[STOPPED]  Component is not running
Cisco HCS SSO SP Service[STOPPED]  Component is not running
Cisco HCS Service Inventory[STOPPED]  Component is not running
Cisco HCS UCPA Service[STARTED]
Cisco HCS UCSMSync Service[STARTED]
Cisco HCS VCenterSync Service[STARTED]
Cisco JMS Broker[STARTED]
Cisco Log Partition Monitoring Tool[STARTED]
Cisco Platform Manager Service[STOPPED]  Component is not running
Cisco RIS Data Collector[STARTED]
Cisco RTMT Web Service[STOPPED]  Component is not running
Cisco Syslog Agent[STARTED]
Cisco Tomcat[STARTED]
Cisco Tomcat Stats Servlet[STOPPED]  Component is not running
Cisco Trace Collection Service[STARTED]
Cisco Trace Collection Servlet[STOPPED]  Component is not running
Host Resources Agent[STARTED]
MIB2 Agent[STARTED]
Platform Administrative Web Service[STOPPED]  Component is not running
SNMP Master Agent[STARTED]System Application Agent[STARTED]
Cisco HCS UC Monitor Service[STOPPED]  Service Not ActivatedPrimary Node =true

• En CiscoSyslog, vemos Hypertext Transfer Protocol (HTTP) 404 Error para diferentes servicios relacionados con la Web:

admin:file view activelog /syslog/CiscoSyslog 

Jun 17 16:14:19 hcs862-hcm-f local7 2 : 6: hcs862-hcm-f.XXXXXXXX.net:
Jun 17 2019 14:14:19.781 UTC :  %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco RTMT Web Service][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service.
Jun 17 16:14:19 hcs862-hcm-f local7 2 : 7: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 17 2019 14:14:19.781 UTC :  %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco RTMT Web Service][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated.
Jun 17 16:14:20 hcs862-hcm-f local7 2 : 8: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 17 2019 14:14:20.791 UTC :  %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco Trace Collection Servlet][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service.
Jun 17 16:14:20 hcs862-hcm-f local7 2 : 9: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:20.791 UTC :  %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco Trace Collection Servlet][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated.
Jun 17 16:14:21 hcs862-hcm-f local7 2 : 10: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:21.796 UTC :  %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco Tomcat Stats Servlet][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service.
Jun 17 16:14:21 hcs862-hcm-f local7 2 : 11: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:21.796 UTC :  %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco Tomcat Stats Servlet][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated.
Jun 17 16:14:22 hcs862-hcm-f local7 6 : 12: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:22.800 UTC :  %UC_GENERIC-6-ServiceStarted: %[ServiceName=Cisco CDP][ProcessID=8426][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service started.
Jun 17 16:14:23 hcs862-hcm-f local7 2 : 13: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 17 2019 14:14:23.804 UTC :  %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco HCS Admin UI][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service.
Jun 17 16:14:23 hcs862-hcm-f local7 2 : 14: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 17 2019 14:14:23.804 UTC :  %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco HCS Admin UI][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated.
Jun 17 16:14:24 hcs862-hcm-f local7 2 : 15: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 17 2019 14:14:24.808 UTC :  %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco HCS SDR UI][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service.
Jun 17 16:14:24 hcs862-hcm-f local7 2 : 16: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:24.808 UTC :  %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco HCS SDR UI][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated.
Jun 17 16:14:25 hcs862-hcm-f local7 6 : 17: hcs862-hcm-f.XXXXXXXXtest.net: Jun 17 2019 14:14:25.812 UTC :  %UC_GENERIC-6-ServiceStarted: %[ServiceName=Cisco Certificate Expiry Monitor][ProcessID=8774][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service started.
Jun 17 16:14:25 hcs862-hcm-f local7 2 : 18: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 17 2019 14:14:25.813 UTC :  %UC_SERVICEMANAGER-2-ServiceStartFailed: %[ServiceName=Cisco HCS NBI REST SDR Web Service][Reason=HTTP 404 Error][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Failed to start service.
Jun 17 16:14:25 hcs862-hcm-f local7 2 : 19: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 17 2019 14:14:25.813 UTC :  %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Cisco HCS NBI REST SDR Web Service][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=hcs862-hcm-f]: Service terminated.

• Tomcat en Catalina.out informa sobre el problema de contexto de CCMTrustCerts:

SEVERE: Context [/CCMTrustCerts] startup failed due to previous errors
Jun 18, 2019 2:59:49 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deployment of web application directory /common/log/taos-log-a/tomcat/webapps/CCMTrustCerts has finished in 8,042 ms end of the file reachedoptions: q=quit, n=next, p=prev, b=begin, e=end (lines 1221 - 1223 of 1223) :INFO: Deploying web application directory /common/log/taos-log-a/tomcat/webapps/manager
Jun 18, 2019 2:59:33 PM org.apache.catalina.startup.SetContextPropertiesRule beginWARNING: [SetContextPropertiesRule]{Context} Setting property 'debug' to '0' did not find a matching property.
Jun 18, 2019 2:59:33 PM org.apache.tomcat.util.digester.SetPropertiesRule beginWARNING: [SetPropertiesRule]{Context/Realm} Setting property 'resourceName' to 'TomcatUsersDatabase' did not find a matching property.
Jun 18, 2019 2:59:41 PM org.apache.catalina.startup.TldConfig executeINFO: At least one JAR was scanned for TLDs yet contained no TLDs. Enable debug logging for this logger for a complete list of JARs that were scanned but no TLDs were found in them. Skipping unneeded JARs during scanning can improve startup time and JSP compilation time.
Jun 18, 2019 2:59:41 PM org.apache.catalina.core.StandardContext startInternalSEVERE: One or more Filters failed to start. Full details will be found in the appropriate container log file
Jun 18, 2019 2:59:41 PM org.apache.catalina.core.StandardContext startInternalSEVERE: Context [/manager] startup failed due to previous errors
Jun 18, 2019 2:59:41 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deployment of web application directory /common/log/taos-log-a/tomcat/webapps/manager has finished in 7,483 ms
Jun 18, 2019 2:59:41 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deploying web application directory /common/log/taos-log-a/tomcat/webapps/CCMTrustCerts
Jun 18, 2019 2:59:49 PM org.apache.catalina.startup.TldConfig executeINFO: At least one JAR was scanned for TLDs yet contained no TLDs. Enable debug logging for this logger for a complete list of JARs that were scanned but no TLDs were found in them. Skipping unneeded JARs during scanning can improve startup time and JSP compilation time.
Jun 18, 2019 2:59:49 PM org.apache.catalina.core.StandardContext startInternalSEVERE: One or more Filters failed to start. Full details will be found in the appropriate container log file
Jun 18, 2019 2:59:49 PM org.apache.catalina.core.StandardContext startInternal options: SEVERE: Context [/CCMTrustCerts] startup failed due to previous errors
Jun 18, 2019 2:59:49 PM org.apache.catalina.startup.HostConfig deployDirectoryINFO: Deployment of web application directory /common/log/taos-log-a/tomcat/webapps/CCMTrustCerts has finished in 8,042 ms  

• Al ejecutar "utils diagnose test" desde la interfaz de línea de comandos (CLI), se muestra un error en el módulo tomcat_conectores, lo que indica que las conexiones internas a Tomcat no funcionan: 

test - tomcat_connectors   : Failed - The HTTP and HTTPS ports are not responding to local requests. 
Please collect all of the Tomcat logs for root cause analysis: file get activelog tomcat/logs/*  

• El certificado de Tomcat expiró el 26 de marzo. A pesar de ello, no se observaron problemas durante (o antes) la actualización del HCM-F:

Jun 19 12:00:00 hcs862-hcm-f local99 0 : 42: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 19 2019 10:00:00.19 UTC :  %UC_CERT-0-CertExpired: %[Message=Certificate expiration Notification. Certificate name:tomcat.der Unit:tomcat Type:own-cert Expiration:Sun Mar 26 12:30:59:000 CES][AppID=Cisco Certificate Monitor][ClusterID=][NodeID=hcs862-hcm-f]: Certificate has Expired and needs to be changed at the earliest
Jun 19 12:00:00 hcs862-hcm-f local99 0 : 43: hcs862-hcm-f.XXXXXXXXtest.net:
Jun 19 2019 10:00:00.21 UTC :  %UC_CERT-0-CertExpired: %[Message=Certificate expiration Notification. Certificate name:ipsec.der Unit:ipsec Type:own-cert Expiration:Sun Mar 26 12:30:57:000 CEST ][AppID=Cisco Certificate Monitor][ClusterID=][NodeID=hcs862-hcm-f]: Certificate has Expired and needs to be changed at the earliest       

Solución

  1. Regenere certificado Tomcat :

admin:set cert regen tomcat 
WARNING: This operation will overwrite any CA signed certificate previously imported for  tomcat
Proceed with regeneration (yes|no)? yes
Successfully Regenerated Certificate for tomcat.
You must restart services related to tomcat for the regenerated certificates to become active.  

 2.  Reinicie el servidor HCM-F:

admin:utils system restart
 Do you really want to restart ?Enter (yes/no)? yes 

Verificación

• Verifique el estado del servicio:

admin:utils service list 
Requesting service status, please wait...
System SSH [STARTED]
Name Service Cache [STOPPED] Service Not Activated
Entropy Monitoring Daemon [STARTED]
Cisco SCSI Watchdog [STARTED]
Service Manager [STARTED]Service Manager is running
Getting list of all services
>> Return code = 0
Cisco AMC Service[STARTED]
Cisco Audit Event Service[STARTED]
Cisco CDM Database[STARTED]
Cisco CDP[STARTED]
Cisco CDP Agent[STARTED]
Cisco Certificate Expiry Monitor[STARTED]
Cisco Configuration Manager[STARTED]
Cisco DRF Local[STARTED]
Cisco DRF Master[STARTED]
Cisco HCS Admin UI[STARTED]
Cisco HCS CSF UI Service[STARTED]
Cisco HCS CUCDMSync Service[STARTED]
Cisco HCS ConfigMgr[STARTED]
Cisco HCS DMA-SA Service[STARTED]
Cisco HCS Data Access Manager Service[STARTED]
Cisco HCS Fulfillment Service[STARTED]
Cisco HCS IPA Service[STARTED]
Cisco HCS Intelligent Loader Service[STARTED]
Cisco HCS License Manager Service[STARTED]
Cisco HCS NBI REST FF Web Service[STARTED]
Cisco HCS NBI REST SDR Web Service[STARTED]
Cisco HCS NBI REST UCMon Web Service[STARTED]
Cisco HCS North Bound Interface Web Service[STARTED]
Cisco HCS Provisioning Adapter Service[STARTED]
Cisco HCS SDR Change Notification Service[STARTED]
Cisco HCS SDR UI[STARTED]
Cisco HCS SI UI[STARTED]
Cisco HCS SSO SP Service[STARTED]
Cisco HCS Service Inventory[STARTED]
Cisco HCS UCPA Service[STARTED]
Cisco HCS UCSMSync Service[STARTED]
Cisco HCS VCenterSync Service[STARTED]
Cisco JMS Broker[STARTED]
Cisco Log Partition Monitoring Tool[STARTED]
Cisco Platform Manager Service[STARTED]
Cisco RIS Data Collector[STARTED]
Cisco RTMT Web Service[STARTED]
Cisco Syslog Agent[STARTED]
Cisco Tomcat[STARTED]
Cisco Tomcat Stats Servlet[STARTED]
Cisco Trace Collection Service[STARTED]
Cisco Trace Collection Servlet[STARTED]
Host Resources Agent[STARTED]MIB2 Agent[STARTED]
Platform Administrative Web Service[STARTED]
SNMP Master Agent[STARTED]
System Application Agent[STARTED]
Cisco HCS UC Monitor Service[STOPPED]  
Service Not ActivatedPrimary Node =true