Troubleshooting Pivotal Platform on Azure

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This topic describes how to troubleshoot known issues when deploying or running Pivotal Platform on Azure.

Installation Issues

This section describes how to troubleshoot known installation issues.

Cannot Copy the Pivotal Ops Manager Image

Symptom

You cannot copy the Ops Manager image into your storage account as part of the Step 4: Boot Ops Manager section of the Deploying Ops Manager on Azure Manually topic.

Explanation

You have an outdated version of the Azure CLI. You need Azure CLI v2.0.0 or later. Run az --version from the command line to display your current Azure CLI version.

Solution

Install the Azure CLI v2.0 by following the instructions for your operating system in the Azure documentation.


Deployment Fails at “create-env”

Symptom

After clicking Review Pending Changes, then Apply Changes to install Ops Manager and PAS, the deployment fails at create-env with an error message similar to the following:

Command 'deploy' failed:
  Deploying:
    Creating instance 'bosh/0':
      Waiting until instance is ready:
        Starting SSH tunnel:
          Parsing private key file '/tmp/bosh_ec2_private_key.pem':
            asn1: structure error: tags don't match (16 vs {class:3 tag:28 length:127
            isCompound:false}) {optional:false explicit:false application:false 
            defaultValue:<nil> tag:<nil> stringType:0 timeType:0 set:false omitEmpty:false} pkcs1PrivateKey @2
            ===== 2016-09-29 16:28:22 UTC Finished "bosh create-env" 
            /var/tempest/workspaces/default/deployments/bosh.yml"; 
            Duration: 328s; Exit Status: 1
Exited with 1. 

Explanation

You provided a passphrase when creating your key pair in the Step 4: Boot Ops Manager section of the Deploying Ops Manager on Azure Manually topic.

Solution

Create a new key pair with no passphrase and redo the installation. For more information, see the Step 4: Boot Ops Manager section of Deploying Ops Manager on Azure Manually.


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 network policy server database user has the ALL PRIVILEGES permission.

Operation Issues

This section describes how to troubleshoot known operation issues.

Slow Performance or Timeouts

Symptom

Developers suffer from slow performance or timeouts when pushing or managing apps, and end users suffer from slow performance or timeouts when accessing apps

Explanation

The Azure Load Balancer (ALB) disconnects active TCP connections lying idle for over four minutes.

Solution

To mitigate slow performance or timeouts, the default value of the Router timeout to back ends field is set to 900 seconds. This default value is set high to mitigate performance issues but operators should tune this parameter to fit their infrastructure.

To edit the Router timeout to back ends field:

  1. Go to the Installation Dashboard and click the Pivotal Application Service (PAS) tile.

  2. Select Networking.

  3. Enter your desired time, in seconds, in the Router timeout to back ends field.

  4. Click Save.


Service Instance Creation Times Out

Symptom

You are unable to provision a service instance of a Java or Go service. cf create-service fails with error Failure provisioning service instance... Timed out after 8 minutes... or similar.

Explanation

HTTP libraries for Java and Go, running with default settings, prune idle (for 240 seconds) connections from their connection pool without sending a TCP reset message back to the client service broker. This removes the ability of the broker to provision new service instances.

Solution

In the Configure Networking pane of the PAS tile, set Front end idle timeout to 240 seconds or less, so that Pivotal Platform regenerates the front end connection before it times out.

For more information, see Azure Networking Connection Idle for more than Four minutes in the Pivotal Knowledge Base.