Checking for Potential Configuration Problems

If your Access Manager components are not behaving as expected, check the system to see if any of the components have configuration or network problems.

  1. In Administration Console Dashboard, click Troubleshooting > Configuration.

  2. Keep all options empty, except Cached Access Gateway Configurations (see Step 4) and Current Access Gateway Configurations (see Step 5).

    If any option contains an entry, clear it.

    Select the appropriate action:

    Option

    Description and Action

    Device Pending with No Commands

    Shows the devices that are in the pending state, even when all commands have successfully executed. Before deleting the device from this list, check its Command Status. If the device has any commands listed, select the commands, then delete them. Wait a few minutes.

    If the device remains in a pending state, return to this troubleshooting page. Find the device in the list and click Remove. Administration Console clears the pending state.

    Other Known Device Manager Servers

    If a secondary Administration Console is in a non-reporting state, perhaps caused by hardware failure, its configuration needs to be removed from the primary Administration Console. As long as it is part of the configuration, other Access Manager devices try to contact it. If you cannot remove it by running the uninstall script on the secondary Administration Console, you can remove it by using this troubleshooting page. Click Remove next to the console that is in the non-reporting state. All references to the secondary Administration Console are removed from the configuration database.

    Access Gateways with Corrupt Protected Resource Data

    If you modify the configuration for a protected resource, update Access Gateway with the changes, then review the configuration for the protected resource and the changes have not been applied, the configuration for the protected resource is corrupted. Click Repair next to the protected resource that has a corrupted configuration. You should then be able to modify its configuration, and when you update Access Gateway, the changes should be applied and saved.

    Access Gateways with Duplicate Protected Resource Data

    After an upgrade, if you get errors related to invalid content for policy enforcement lists, you need to correct them. The invalid elements that do not have an associated resource data element are listed in this section. Click Repair.

    Access Gateways with Protected Resources Referencing Nonexistent Policies

    Protected resources have problems when policies are deleted before their references to the protected resources are removed. If you have protected resources in this condition, they are listed in this section. Click the Repair button to remove these references. Then verify that your protected resources have the correct policies enabled. Click Access Gateways > Edit > [Name of Reverse Proxy] > [Name of Proxy Service] > Protected Resources, then change to the Policy View.

    Access Gateways with Invalid Alert Profile References

    You can create XML validation errors on your Access Gateway Appliance if you start to create an alert profile (click Access Gateways > Edit > Alerts > New), but you do not finish the process. The incomplete alert profile does not appear in the configuration for Access Gateway, so you cannot delete it. If such a profile exists, it appears in the Access Gateways with Invalid Alert Profile References list. Click Remove. You should then be able to modify its configuration, and when you update Access Gateway, the changes should be applied and saved.

    Devices with Corrupt Data Store Entries

    If an empty value is written to an XML attribute, the device with this invalid configuration appears in this list.

    Click Repair to rewrite the invalid attribute values.

  3. Click Access Gateways > Update > OK.

  4. (Optional) Verify that all members of an Access Gateway cluster have the same configuration in the cache:

    1. Click Troubleshooting > Configuration.

    2. Scroll to the Cached Access Gateway Configuration option.

    3. Click View next to the cluster configuration or next to an individual Access Gateway.

      This option allows you to view Access Gateway configuration that is currently residing in browser cache. If Access Gateway belongs to a cluster, you can view the cached configuration for the cluster as well as the cached configuration for each member. The + and - buttons allow you to expand and collapse individual configurations. The configuration is displayed in XML format

      To search for particular configuration parameters, copy the text into a text editor.

  5. (Conditional) Select Access Gateway in the Current Access Gateway Configurations section, then click Re-push Current Configuration.