Troubleshooting Ops Manager for VMware vSphere

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This guide provides help with diagnosing and resolving issues that are specific to Pivotal Platform deployments on VMware vSphere.

For infrastructure-agnostic troubleshooting help, see Diagnosing Problems in Pivotal Platform.

Common Issues

The following sections list common issues you might encounter and possible resolutions.

Pivotal Platform Installation Fails

If you modify the vCenter Statistics Interval Duration setting from its default setting of 5 minutes, the Pivotal Platform installation might fail at the MicroBOSH deployment stage, and the logs might contain the following error message: The specified parameter is not correct, interval. This failure happens because Pivotal Operations Manager expects a default value of 5 minutes, and the call to this method fails when the retrieved value does not match the expected default value.

To resolve this issue, launch vCenter, navigate to Administration > vCenter Server Settings > Statistics, and reset the vCenter Statistics Interval Duration setting to 5 minutes.

BOSH Automated Installation Fails

Before starting an Pivotal Application Service (PAS) deployment, you must set up and configure a vSphere cluster.

If you enable vSphere DRS (Distributed Resource Scheduler) for the cluster, you must set the Automation level to Partially automated or Fully automated.

If you set the Automation level to Manual, the BOSH automated installation will fail with a power_on_vm error when BOSH attempts to create virtual VMs.

Screenshot of the New Cluster Wizard. The 'Automation Level' page shows the 'partially automated' button selected.

Ops Manager Loses Its IP Address After HA or Reboot

Ops Manager can lose its IP address and use DHCP due to an issue in the open source version of VMware Tools. For more information to troubleshoot this issue, see IP is not Getting Assigned in vSphere after Ops Manager Restart in the Pivotal Support Knowledge Base.

Cannot Connect to the OVF in a Browser

If you deployed the OVF file but cannot connect to in a browser, check that the network settings you entered in the wizard are correct.

  1. Access the Pivotal Platform installation VM using the vSphere Console. If your network settings are configured incorrectly, you cannot SSH into the installation VM.

  2. Log in using the private SSH key associated with the public SSH key that you provided when you imported the Pivotal Platform .ova in vCenter.

  3. Confirm that the network settings are correct by checking that the ADDRESS, NETMASK, GATEWAY, and DNS-NAMESERVERS entries are correct in /etc/network/interfaces.

  4. If any of the settings are incorrect, run sudo vi /etc/network/interfaces and correct the incorrect entries.

  5. In vSphere, navigate to the Summary tab for the VM and confirm that the network name is correct.

    Screenshot of the Summary tab that shows information for an example VM. There are two sections on the tab: 'General' and 'Resources'.

  6. If the network name is incorrect, right click on the VM, select Edit Settings > Network adapter 1, and select the correct network.

  7. Reboot the installation VM.

Installation Fails with Failed Network Connection

If you experience a communication error while installing Ops Manager or MicroBOSH Director, check the following settings.

  • Pivotal Platform requires that the NSX firewall routes are not blocked. All communication between Pivotal Platform VMs and vCenter or ESXi hosts route through the NSX firewall and are blocked by default. For more information on which ports to allow, see VMware Ports and Protocols for vSphere.

  • Open port 443. Ops Manager and MicroBOSH Director VMs require access to vCenter and all ESX through port 443.

  • Allocate more IP addresses. BOSH requires that you allocate a sufficient number of additional dynamic IP addresses when configuring a reserved IP address range during installation. BOSH uses these IP addresses during installation to compile and deploy VMs, install PAS, and connect to services. VMware recommends that you allocate at least 36 dynamic IP addresses when deploying Ops Manager and PAS.

Insufficient External Database Permissions

Upgrade issues can be caused when the external database user used for the network policy database is given insufficient permissions. To avoid this upgrade issue, ensure that the networkpolicyserver database user has the ALL PRIVILEGES permission.