Trouble shooter

This chapter describes common errors you might encounter during your utilization with Centreon Map. Please refer to this section before contacting our support team.

We will inhance this part thanks to your feedbacks.

General

How can I check if my Centreon Map server is correctly running ?

Their are 2 main things you can do to check if your Centreon Map server is up and running.

First of all, check if Tomcat is running. To do so, connect through SSH to the server hosting Centreon Map and execute the following command :

systemctl status tomcat

You should have the following output:

tomcat.service - Apache Tomcat Web Application Container
Loaded: loaded (/usr/lib/systemd/system/tomcat.service; disabled; vendor preset: disabled)
Active: active (running) since ven. 2018-09-07 13:46:53 CEST; 4s ago

If your tomcat is stopped the message will be:

tomcat.service - Apache Tomcat Web Application Container
Loaded: loaded (/usr/lib/systemd/system/tomcat.service; disabled; vendor preset: disabled)
Active: inactive (dead)

In this case, juste start ip up:

sudo systemctl start tomcat

Once you know your server is running, you can try to access its API through you web browser. To check the REST API used by the web client:

If your server is running in http mode: http://<IP_SERVER_MAP>:8080/centreon-studio/docs

If your server is running in https mode: https://<IP_SERVER_MAP>:8443/centreon-studio/docs

You should see the following page

../_images/server-api-rest2.png

You can also check the SOAP API, used by the desktop client:

If your server is running in http mode: http://<IP_SERVER_MAP>:8080/centreon-studio/services

If your server is running in https mode: https://<IP_SERVER_MAP>:8443/centreon-studio/services

../_images/server-api-soap.png

My Centreon Map server (tomcat) is running but I cannot access Centreon Map API (/docs) pages

You might want to check if the server on which Centreon Map is installed doesn’t have any firewall preventing it to run correctly. To do so, run the following command:

# systemctl status iptables

If you have this output:

iptables: Firewall is not running.

Then your issue is not here

If you have this output:

Table: filter
Chain INPUT (policy ACCEPT)
num  target     prot opt source               destination
1    ACCEPT     all  --  0.0.0.0/0            0.0.0.0/0           state RELATED,ESTABLISHED
2    ACCEPT     icmp --  0.0.0.0/0            0.0.0.0/0
3    ACCEPT     all  --  0.0.0.0/0            0.0.0.0/0
4    ACCEPT     tcp  --  0.0.0.0/0            0.0.0.0/0           state NEW tcp dpt:22
5    REJECT     all  --  0.0.0.0/0            0.0.0.0/0           reject-with icmp-host-prohibited

Chain FORWARD (policy ACCEPT)
num  target     prot opt source               destination
1    REJECT     all  --  0.0.0.0/0            0.0.0.0/0           reject-with icmp-host-prohibited

Chain OUTPUT (policy ACCEPT)
num  target     prot opt source               destination

Then your firewall is running and prevent any connection from and to your Map 4 server. So you must either add input and output rules for Map 4 or disable your firewall.

To open the concerned ports:

# /sbin/iptables -A OUTPUT -p tcp --dport <PORT> -j ACCEPT
# /sbin/iptables -A INPUT -p tcp --dport <PORT> -j ACCEPT

Note

Replace <PORT> by the port your Centreon Map server is using (mostly 8080 or 8443 if you have configured it in SSL)

To simply disable your firewall just execute:

# systemctl stop iptables

My images from Centreon Web are not displayed in Centreon Map

Centreon Map automatically import all images from Centreon Web into its own database. So on your desktop client, under the “Media” part, you should see all your files from Centreon Web, in a Centreon folder. If not, you may want to check the following steps:

Check your MySQL configuration

  • On your Centreon Map server, open the file my.cnf and check if the line ‘max_allowed_packet=20M’ is present.
# vi /etc/my.cnf
max_allowed_packet=20M

Then reload your MySQL database

sudo systemctl reload mysqld

Wait a few minutes for the Centreon Map server to synchronize Centreon Web resources. Images from Centreon Web should then appear in the “Media” part of your desktop client, in the folder Centreon.

../_images/centreon_media_part.png

If the issue is not solved, check your configuration file

Check your Centreon Map configuration file

Connect through SSH to your Centreon Map server. Open the studio-config.properties file

# vim /etc/centreon-studio/studio-config.properties

Check that, for the ‘centreon.url’ variable you have a full path to your Centreon Web interface

centreon.url=http://<IP_SERVER_MAP>

Note

Don’t forget to replace ‘http’ with ‘https’ if your Centreon Web interface is using HTTPS.

Wait a few minutes for the Centreon Map server to synchronize Centreon Web resources. Images from Centreon Web should then appear in the “Media” part of your desktop client, in the folder “Centreon”.

Centreon Map desktop client

The desktop can’t start : “Java was started but returned exit code = 13”

The desktop client does not start and an error message displaying an “error code = 13”.

Please install a 64 bits JVM.

Impossible to create a new view

On the desktop client, if you want to create a new view but the button is disabled, it means you don’t have the permission to do it.

../_images/view_menu.png

You need a Centreon Map administrator to authorize you to create, update or delete views. When you first install your Centreon Map server, only Centreon web administrator are Map administrator. So it’s their job to grant administration privileges to other ‘normal’ users of Centreon.

Impossible to import medias

When you right click on the Media panel, the Import button is disabled.

There are 2 things you should know about medias :

  • The folder Centreon is automatically created and it contains all images from Centreon Web.
    • You cannot add or remove any image from this folder
    • All images are on the same level (no subfolders)
  • You cannot import images at the root of the media panel.

So the solution is to create a new folder, let’s call it Icons.

Then you can do a right click on this folder and select Import.

I cannot see the “Map 3 Import menu”

You want to import views from Map 3 to Centreon Map >= 4.x but the corresponding menu is missing (cf this page).

Please check the following prerequisites:

  • Check that your Map 3 license is still valid
  • Check that your Desktop client version is at least v4.0.8 (you can check it directly from your desktop client interface, in the menu Help -> About)
  • If there is a proxy between your computer and your Centreon Web interface, you must denife it in the Configure menu.

Warning

The proxy needs to be configured with the checkbox use for internet

  • On the Centreon Map server configuration file (/etc/centreon-studio/studio-config.properties) you entered the IP of your Central.

This IP is also used by your desktop client to access Map 3 API. But if this IP is not reachable by your desktop client (because both your Map 4 server and Centreon Central are on a DMZ) you need to specify a new one to your desktop client. To do so, edit the file

On Windows:
\C:\Users\<YOUR_USERNAME>\AppData\Local\Centreon-Map4\Centreon-Map4.ini
On Linux
/opt/centreon-map4-desktop-client/Centreon-Map4.ini

and add the following line at the end of the file, on a new line:

-Dcentreon.url=<CENTREON_URL>

where <CENTREON_URL> is the URL with which you access the web interface of Centreon Web from your computer.

An error occured when I open a geographic view

If you open a geographic view or container and your background is composed of grey cross with the following popup message:

Warning

Error while retreiving Mapbox tiles. Please check your Mapbox configuration.

../_images/mapbox-configuration-error.png

Then you should propably check the following points:

  • Ensure that your Mapbox credentials are valid. To see how to configure your Mapbox credentials, please visit this page. Your Mapbox secret key may have changed. As you cannot see the previously created keys, you might want to create a new one and add it in your Centreon Map Server configuration file
  • If your computer is behind a proxy to have an internet access, please configure this proxy in Centreon Map Desktop Client
  • The Mapbox style you used on your view might have been deleted.

Try to edit your view / container and change the Mapbox style used

../_images/mapbox-change-style1.png

If you cannot select any style the issue probably comes from one of the previous points.

Error with special characters

If you try to use non latin1 characters in labels and get a popup error displaying “Could not execute statement” on your desktop client, it’s probably because your database is in latin1 In order to change it to UTF8, you need to access your Centreon Map server in SSH and execute the following commands:

  • systemctl stop tomcat
  • mysqldump -uusername -p -h <HOST> centreon_studio > dump.sql
  • cp dump.sql dump-fixed.sql
  • vim dump-fixed.sql
  • :%s/DEFAULT CHARACTER SET latin1/DEFAULT CHARACTER SET utf8 COLLATE utf8_general_ci/
  • :%s/DEFAULT CHARSET=latin1/DEFAULT CHARSET=utf8/
  • :wq
  • mysql -uusername -ppassword -h <HOST> < dump-fixed.sql
  • systemctl start tomcat

My Desktop client is slow and I often get disconnected

Depending on your Centreon’s monitoring perimeter (the number of services) and your computer hardware configuration, your Desktop client might need more RAM than it can use by default. In that case, it will start freezing, trying to free some memory to use it right after. You can check this behavior by opening your task manager (Ctrl + Maj + Esc) and take a look at the memory consumption. If it increases then seems to reach a limit but your CPU is still working hard, it means that your desktop client needs more memory.

To give it that, you need to edit the file

On Windows:
\C:\Users\<YOUR_USERNAME>\AppData\Local\Centreon-Map4\Centreon-Map4.ini
On Linux
/opt/centreon-map4-desktop-client/Centreon-Map4.ini

and add the following line at the end of the file, on a new line:

-Xmx4g

The « 4g » means 4 Go (by default it can only use 2Go). You can change this number depending on your hardware (and set « 3g » for instance).

Then restart your desktop client.

I get the error “Cannot authenticate user” on the login page.

  1. For Centreon Web >= 2.8.6, check if your user has the option “Reach API” checked
../_images/reach-api1.png
  1. Check that the email associated with your user in Centreon Web is present in the license file that we delivered to you, under the secion “users[...”

I’m using Windows Remote Desktop (RDP) and I have many errors

If you are using Centreon Map desktop client through a Remote Session (with RDP for instance), you might encounter an error displaying many popups like “128)” or “512)”, leaving your desktop client unusable.

To prevent this from happening, you need to change a parameter of your RDP application.

Go to Advance -> Display and select “Highest quality (32bit)”. You can then access your remote computer and this error will no longer appear.

../_images/rdp-config.png

Tip

For those on Linux or Mac using the application rdesktop, add this argument to your command line : -a 32

Note

PS: This also happens if you use the skin “Windows server” on your computer. Go to your windows parameter and change the color settings to use 32bit colors.

Centreon Map web client

Graphs are all shifted to the right after upgrading from Centreon Map 4.4 to Centreon Map 18.10

A bug affecting the web client was shifting all the graphs to the left compared to their position in the desktop client. This has been fixed in Centreon Map 18.10. In case you manually shift the graphs to the right so that they look great in the web client, all your graphs will be over-shifted to the right after the upgrade.

To manage that, we provide a script that automatically unshift ALL the graphs. Don’t use this script if you know that the biggest part of you graph are ok after the upgrade, you’ll have to manually unshift the incorrect ones.

The following SQL script fix the offset manually created by a user to correctly align in the web client.

To execute it :

  • Make a backup of your centreon_studio database

  • Go to /etc/centreon-studio/utils/

  • Run the script

    mysql centreon_studio < update-position-graph.sql
  • Restart tomcat

    services tomcat restart

My web client is displaying “Authentication error.”

You might see the following error on your web client.

../_images/web_client_authentication_error.png

First of all, check if you have access to Centreon Map server APIs (see this entry).

On your Centreon Web interface, check your Map 4 web client configuration by going in Administration -> Extensions -> Map 4 -> Options

The URL set in ‘Map 4 server address’ must include the protocol (http or https) and the port used by your Map 4 server (usualy 8080 for normal connexion or 8443 for secure connexion).

../_images/web_client_configuration.png

My web client displays an empty page

Your web client is configured but it displays an empty page:

../_images/web_empty_list.png

It means that either there is no views created on the server or you don’t have access to them.

If you are a Centreon Map administrator, you can see all views. So it means there are currently no views created. Here is a quick start to create one: Create a new view

Otherwise, contact a Centreon Map administrator or create your own views if you have the necessary clearance.