Troubleshooting

There is a minimum amount of free disk space on the Management Station that must be available when importing data. The default is 1 GB. If the free disk space drops below that threshold, the Management Station stops the import and generates an alarm. To continue, you must create more space on the Management Station database (for example, by purging old call log files or collected vital signs).

If the Management Station hostname or IP address is changed via the operating system after a Nuance product is installed, you must update the mserver_cfg.properties file with the new information. (Otherwise, problems may arise. For example, log import tasks will fail with a NUANCE_GETHOSTBYNAME_FAILED error.) Follow these steps:

1. Open the file $MSTATION_HOME/mserver/webapps/mserver/config'mserver_cfg.properties.
2. Change the last line of the file to reflect the current IP address. This line is:

   dcServerUrl=http://IPAddress:8110/mserver/jsp/

   data-management/log-files/Import

   Use a static IP address for the Management Station host if possible. If the host uses a dynamic IP address, make sure the hostname is resolvable (for example, by testing with ping).

3. Restart the Management Station:

• On Windows, from the Windows Services Control Panel (Administrative Tools→Services→NuanceManagementStation)
• On Linux:

For CentOS 7:

systemctl restart initScriptmserver.sh

1. Restart the file transfer service from the Management Station System View. This service is responsible for log file collection.
2. Manually resubmit the task. If you're using a scheduled task that was created prior to the IP address change, you must delete that scheduled task from the Task Manager and create it again.
3. If the same error occurs, restart the watcher service. See Starting and stopping the watcher service manually.

   The watcher service, which controls the file transfer service, might have cached the old Management Station hostname. Restarting it will clear the cache.

Certain Management Station operations do not work if you have enabled pop-up blockers. For example, the Save Configuration, Export Host Configuration, and Take Host Offline operations require that you enter information in a pop-up dialog box. Therefore, Nuance strongly recommends that you do not enable pop-up blockers on Management Station or managed hosts.

On some Windows machines, the performance counter times out during system boot up and is automatically disabled. This causes Management Station to display incorrect values for some system vital signs, including CPU and memory usage. To fix this, manually enable the associated system counter as follows:

1. Run regedit.
2. Open the key:

   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\PerfOS\Performance

3. Edit the "Disable Performance Counters" key and reset its value to 0.
4. Restart the watcher service (see Starting and stopping the watcher service manually).

If Resource Manager or NTpE service fails to start, the cause might be related to permissions. The simplest correction is to run this command to allow execution permission on the /tmp directory:

sudo mount -o remount,exec /tmp

If it against your business policy to allow execution on /tmp, then use this correction instead:

1. Run this command:

   sudo -u nuance mkdir /var/local/Nuance/tmp

2. If using Management Station:
   
   
   1. Stop the nuance-watcher service
   2. Edit /usr/local/Nuance/Common/x86/bin/nuance-wd and insert the following command at approximately line 62, and save the file:

      export TMPDIR=/var/local/Nuance/tmp 

   3. Start the nuance-watcher service.

3. If not using Management Station:
   
   
   1. Run this command: 

      export TMPDIR=/var/local/Nuance/tmp 

   2. Start the Resource Manager service using the command line.