Devices are missing in the Truesight Infrastructure Management (TSIM) console. Unable to add new device or PATROL Agent - INCLUDES VIDEO

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Devices are missing in the Truesight Infrastructure Management (TSIM) console. Unable to add new device or PATROL Agent - INCLUDES VIDEO
Devices are missing in the Truesight Infrastructure Management console. Unable to add new device or PATROL Agent.
TrueSight Infrastructure Management
TSIM Agent Controller
BPPM all versions 9.x
TSIM all versions 10.x, 11.x
Patrol Agents do not show up on the TSIM/TSPS console when connecting them into the Integration Service. Upon checking the logs, we get errors as below:

On PATROL Agent machine, %PATROL_HOME%log\ PATROL Agent error log shows PA is connected to Integration Service (ISN). 
On Integration Service server (ISN), TSIMAgent\pw\pronto\logs\debug\PatrolAgentCache.dump shows "guid=null" and "status=CONNECTING":

************ Dump start : IS Patrol Agent Cache ************
Patrol Agent : consoleIndex=1, guid=null, host=host1, port=3181, version=V10.0.00i, status=CONNECTING agsRequestTime=1472208974000, agentHomeDir=C:\PROGRA~1\BMCSOF~1\Patrol3\
Patrol Agent : consoleIndex=2, guid=null, host=host2, port=3181, version=V10.0.00i, status=CONNECTING agsRequestTime=1472188273000, agentHomeDir=C:\PROGRA~1\BMCSOF~1\Patrol3\
Patrol Agent : consoleIndex=3, guid=null, host=host3, port=3181, version=V10.0.00i, status=CONNECTING agsRequestTime=1472204994000, agentHomeDir=C:\PROGRA~1\BMCSOF~1\Patrol3\
************ Dump end : IS Patrol Agent Cache ************

Another symptom may include "Failed to add the integration service" while attempting to add an ISN to the TSPS.

Check for further Truesight logs to find the root cause as below:

Problem 1 :
1. On ISN node log Truesight*.log:
     “AGS Processed - Partially added in IS, Patrol Agent with agentid=193, host=<hostname>, port=3181,  version=V11.3.01i,messageID=PA--1--1-1554863751-1:193. AGS_ACK yet to be received from server.”. 

2. On Truesight Infrastructure Management Server Truesight.log:
    Stderr               [PatrolAgentAddMsg_5] 700100 java.rmi.RemoteException: Server Exception; nested exception is: 
    java.rmi.RemoteException: Server Exception; nested exception is: 
    java.rmi.RemoteException: Server Exception; nested exception is: 
    java.lang.Exception: <<<mcell is not running: device operation failed>>>

3. On TSIM Server, jserver.log:
   jserver              [RMI TCP Connection(139601)-1.2.3.4] 104001 <<<Device insert failed in cell >>>
   jserver              [RMI TCP Connection(139601)-1.2.3.4] @ RMI (13      @ MOCache
   java.lang.Exception: <<<Device insert failed in cell >>>
   jserver              [RMI TCP Connection(139601)-1.2.3.4] 104001 BMC-IMC080012E Data addition failed: Invalid candidate data 9,065 (mc_udid=hostname_6) not added: Component model "STANDARD" is not defined
BMC_ComputerSystem;


Problem 2:

On TSIM Truesight.log

ERROR 03/09 11:00:27 pronet_cntl          [PatrolAgentAddMsg_2] Exception while creating mo:xxxxx
     java.lang.Exception: <<<Device insert failed in cell >>> 
.
ERROR 03/09 19:40:02 pronet_cntl [PatrolAgentAddMsg_1] 304911 Missing Resource String
     com.bmc.sas.ngp.im.DataNotAvailableException: BMC_TS-IMC080012E Data addition failed: Undefined slot: isVirtual


Problem 3:

if there is no CMDB integration involved 

Problem 4:
No CMDB integration is involved here as well

Corrupted mc_sm_object.baroc under <TSIM Installation Directory>\pw\server\etc\<cell name>\kb\classes 

Error from TSIM TrueSight.log : 
ERROR 06/22 10:20:26 pronet_cntl          [PatrolAgentAddMsg_4] 304911 Missing Resource String
com.bmc.sas.ngp.im.DataNotAvailableException: BMC_TS-IMC080012E Data addition failed: Undefined slot: isVirtual
    at com.bmc.sas.ngp.im.ImpactManager.addDataObject(ImpactManager.java:2515)
    at com.bmc.sas.ngp.impl.CellServiceImpl.addDataObjectAndThrowProperException(CellServiceImpl.java:3064)


ERROR 06/22 10:20:26 pronet_cntl          [PatrolAgentAddMsg_4] 304855 Missing Resource String
java.lang.Exception: <<<Device insert failed in cell >>>


ERROR 06/22 10:20:26 pronet_cntl          [PatrolAgentAddMsg_4] Exception while creating mo:<PA device fqdn>
java.lang.Exception: <<<Device insert failed in cell >>>

ERROR 06/22 10:20:26 pronet_cntl          [PatrolAgentAddMsg_4] 306071 Missing Resource String
java.rmi.RemoteException: Server Exception; nested exception is: 
	java.lang.Exception: <<<Device insert failed in cell >>>

 
Product defects DRTSO-36495 and DRTSV-350.
Solution 1:
As a first step, please take a backup of the pw\server\log\<cell> and pw\server\var\<cell> directories as they may be needed for support analysis.

Whilst the root cause of this problem is unknown at this time, as a workaround, the default instance needed for device creation should be loaded back into the cell.

Open a command window, cd into the pw\server\etc\<cell>\kb\data directory and execute:
                 mposter –n <cell> -d di_models.baroc

As a further step, please modify the pw\server\etc\<cell>\kb\rules\mc_intevt.mrl so it contains this rule at the top:

new sim_add_standard_model : MC_CELL_TICK($EV)
       unless
        {
                BMC_STATUS_COMPUTATION ($BSC) where
                [
                    $BSC.model_name == "STANDARD" AND
                    $BSC.no_alert_status == "OK"
                ]
        }
        triggers
        {
            new_data($NEW, BMC_STATUS_COMPUTATION, [model_name = "STANDARD", no_alert_status = "OK"]);
        }
END

then recompile the KB (mccomp -n <cell>) and restart the cell. This will ensure that if the data instance is no longer present again then it will automatically be created and there would be no need to load di_models.baroc again.

The above rule was added to the default cell KB in 10.7 FP2, 11.0 FP2 and 11.3.01.



Solution 2:
Follow the steps provided in below Article:
000358223

Solution 3:
Need to check "mc_sm_object.baroc" file manually and see if isVirtual is there or not, if not, follow below steps

1. Open "mc_sm_object.baroc" file from pw\server\etc\<cell>\kb\classes directory.

2. Add the below details. (Please check the sample and verify the same in the customer env if the below details were present or not. If BMC_System is already defined without isVirtual slot then delete it and add below lines)

ENUMERATION isVirtual
   0 No
   1 Yes
END

MC_PUBLISH_DATA_CLASS : BMC_System ISA BMC_BaseElement
DEFINES {
   isVirtual : isVirtual;
   };
END

3. Recompile the cell KB with command:
mccomp -n <cell>

4. Restart the cell with command:
pw p r mcell

Solution 4:
Check this file mc_sm_object.baroc whether it is corrupted at <TSIM Installation Directory>\pw\server\etc\<cell name>\kb\classes 

If it is corrupted, then follow the below steps:
  • move the corrupted file mc_sm_object.baroc from <TSIM Installation Directory>\pw\server\etc\<cell name>\kb\classes to outside of installation directory
  • Copy the file from a backup location and rename this file as mc_sm_object.baroc.
                Ex: rename this file mc_sm_object.baroc.original as mc_sm_object.baroc
 
  • Set environment variable for MCELL_HOME
  • Compile the cell
  • Restart the cell
  • verify new PAs status in the file PatrolAgentCache.dump at ISN server
After performing the above steps, all the new patrol agents should be connected to IS and displayed under manage devices in TSPS console


 
TrueSight Infrastructure Management
TSIM Agent Controller
BPPM all versions 9.x
TSIM all versions 10.x, 11.x
TrueSight Infrastructure Management
TSIM Agent Controller
BPPM all versions 9.x
TSIM all versions 10.x, 11.x
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