Appendix B Troubleshooting an Agent Deployment

This appendix applies to Agent for Sun Java System Web Proxy Server 4.0. If a problem is discussed in this appendix, it either applies only to this agent or it applies to two or more agents with one of them being this agent. This appendix explains how you can resolve problems that you might encounter while deploying or using this web agent. Be sure to also check the Sun Java System Access Manager Policy Agent 2.2 Release Notes, to see if the problem that you encounter is a known limitation of the web agent. If workarounds are available for such problems, they will be provided in the release notes.

In this chapter, refer to the troubleshooting section applicable to your platform as follows:

• Solaris Systems: Troubleshooting Symptoms in Agent for Sun Java System Web Proxy Server 4.0

• Windows Systems: Troubleshooting Symptoms in Agent for Sun Java System Web Proxy Server 4.0

• Linux Systems: Troubleshooting Symptoms in Agent for Sun Java System Web Proxy Server 4.0

Solaris Systems: Troubleshooting Symptoms in Agent for Sun Java System Web Proxy Server 4.0

This section includes various problems you might encounter on Solaris systems. The explanation of the problem is followed by possible solutions.

Solaris Systems: Troubleshooting Symptom 1

Symptom: Cannot install the web agent after a previous installation has been removed.

The following is an example message that is displayed when you run the web agent installation program:

Launching installer... Sun Java(tm) System; Access Manager Policy Agent for Sun Java System Proxy Server 4.0 is installed. Please refer to installation manual to configure this agent for another web server instance or uninstall it before installing another agent.

Possible Causes:

• You might have an existing installation of the web agent.

• You might have a previously-installed web agent and did not use the web agent’s uninstallation program to uninstall the agent.

• The installation program’s productregistry file might be corrupted.

Possible Solutions: Performing the following troubleshooting activities might resolve the issue:

• Check that you have uninstalled any existing installation of the web agent.

• The productregistry file may be corrupted if there is no existing installation of the web agent. This file is used by the installation program to track installed products. It is found in /var/sadm/install directory.

Make a backup copy of productregistry file before you make changes.

Remove the web agent entry in this file. This entry starts with the following lines:

<compid>SUNWampxy4
  <compversion>2.2
          <uniquename>SUNWampxy4</uniquename>
          <vendor></vendor>
          <compinstance>1
                  <parent>Agent for Sun Java(tm) System Web Proxy Server 4.0
                          <instance>1
                                  <version>2.2</version>
                          </instance>
                  </parent>
                  <comptype>COMPONENT</comptype>
                  <location>/opt/pr22</location>
                  <dependent>
                          <compref>Agent for Sun Java(tm) System Web Proxy Server 4.0
                                  <instance>1
                                          <version>2.2</version>
                                  </instance>
                          </compref>
                  </dependent>
                  <data>
                          <key>pkgs
                                  <value>SUNWampxy4</value>
                          </key>
                  </data>
          </compinstance>
  </compversion>
</compid>
<compid>Agent for Sun Java(tm) System Web Proxy Server 4.0
  <compversion>2.2
          <uniquename>Agent for Sun Java(tm) System Web Proxy Server 4.0</uniquename>
          <vendor></vendor>
          <compinstance>1
                  <parent>Sun Java(tm) System Access Manager Policy Agent
                          <instance>6
                                  <version>2.2</version>
                          </instance>
                  </parent>
                  <children>
                          <compref>SUNWampxy4
                                  <instance>1
                                          <version>2.2</version>
                                  </instance>
                          </compref>
                  </children>
                  <comptype>FEATURE</comptype>
                  <location>/opt/pr22</location>
                  <dependent>
                          <compref>Sun Java(tm) System Access Manager Policy Agent
                                  <instance>6
                                          <version>2.2</version>
                                  </instance>
                          </compref>
                  </dependent>
                  <required>
                          <compref>SUNWampxy4
                                  <instance>1
                                          <version>2.2</version>
                                  </instance>
                          </compref>
                  </required>
          </compinstance>
  </compversion>
</compid>

Solaris Systems: Troubleshooting Symptom 2

Symptom: The uninstallation program does not remove entries from the agent’s web container.

Possible Causes: Another instance of the web agent exists that was configured using the configuration script.

Possible Solution: Remove all the instances of the web agent using the unconfig script before running the uninstallation program.

Solaris Systems: Troubleshooting Symptom 3

Symptom: The browser goes into a loop for approximately a minute before displaying an access-denied page.

Possible Cause: The user tries to access a resource for which a policy with a time condition has been set and the time on the web agent host and the Access Manager host are not in sync.

Possible Solution: Login as root and run the command rdate hostname to synchronize the time on both the hosts.

Solaris Systems: Troubleshooting Symptom 4

Symptom: Policies are not enforced when using Agent for Sun Java System Web Proxy Server 4.0.

Possible Cause: URL mapping is inaccurate. More specifically, the resource names for setting policies are not the URLs qualified as “URL prefix” (from the client) in the Sun Java System Web Proxy Server 4.0 administration console.

Possible Solution: Ensure that each resource name used for setting policies matches a URL prefix as listed in the Sun Java System Web Proxy Server 4.0 administration console.

Solaris Systems: Troubleshooting Symptom 5

Symptom: When a user attempts to access a resource using Internet Explorer as the browser, access is denied.

Possible Cause: Internet Explorer overrides the port number of the web agent with the Access Manager port number. In such cases, the agent log file lists the URL that is being evaluated. The port number for that URL is incorrect.

Possible Solution: You can ensure this problem does not occur by setting the following property in the web agent AMAgent.properties configuration file to true as shown:

com.sun.am.policy.agents.config.override_port = true

Windows Systems: Troubleshooting Symptoms in Agent for Sun Java System Web Proxy Server 4.0

This section includes various problems you might encounter on Windows systems. The explanation of the problem is followed by possible solutions.

Windows Systems: Troubleshooting Symptom 1

Symptom: Cannot install the web agent after a previous installation has been removed.

Possible Causes:

• You might have an existing installation of the web agent.

• You might have a previously-installed web agent and did not use the web agent’s uninstallation program to uninstall the agent.

• The installation program’s productregistry file might be corrupted.

Possible Solution: To resolve the issue, manually remove the web agent as explained in the following task description.

To Manually Remove Agent for Sun Java System Web Proxy Server 4.0

1. Stop all of the web sites.

2. Stop the proxy server instance.

3. Remove Agent for Sun Java System Web Proxy Server 4.0.

   1. In the Start menu, select Control Panel->Add/Remove programs

   2. Select Sun Java System Access Manager Policy Agent PolicyAgent-base.

   3. Click Remove

4. Remove the PolicyAgent-base directory from the server.

   where PolicyAgent-base represents the directory in which the web agent was originally installed.

5. Remove the following entries from the PATH variable:

   • PolicyAgent-base\bin

   • PolicyAgent-base\proxy4\bin

6. Restart the server.

Windows Systems: Troubleshooting Symptom 2

Symptom: Unable to uninstall the agent from a Windows system using the Add/Remove Program option in the Control Panel.

Possible Causes: Java’s class path might not be set correctly on the machine.

Possible Solution: Perform the following task.

To Uninstall a Web Agent on a Windows System When the GUI Uninstallation Fails

1. Open Command Prompt Window.

2. Change directories to PolicyAgent-base

3. Execute the following command:

   java uninstall_Sun_Java_tm_System_Access_Manager_Policy_Agent

Windows Systems: Troubleshooting Symptom 3

Symptom: Policies are not enforced when using Agent for Sun Java System Web Proxy Server 4.0.

Possible Cause: URL mapping is inaccurate. More specifically, the resource names for setting policies are not the URLs qualified as “URL prefix” (from the client) in the Sun Java System Web Proxy Server 4.0 administration console.

Possible Solution: Ensure that each resource name used for setting policies matches a URL prefix as listed in the Sun Java System Web Proxy Server 4.0 administration console.

Windows Systems: Troubleshooting Symptom 4

Symptom:When a user attempts to access a resource using Internet Explorer as the browser, access is denied.

Possible Cause: Internet Explorer overrides the port number of the web agent with the Access Manager port number. In such cases, the agent log file lists the URL that is being evaluated. The port number for that URL is incorrect.

Possible Solution: You can ensure this problem does not occur by setting the following property in the web agent AMAgent.properties configuration file to true as shown:

com.sun.am.policy.agents.config.override_port = true

Windows Systems: Troubleshooting Symptom 5

Symptom: After the agent is installed, the web server fails to start.

Possible Cause: Libraries that agents depend on for Windows systems are missing. Ensuring that the libraries msvcp70.dll and msvcr70.dll are available is a pre-installation step in this guide. If the libraries were not properly added, the web server might not start.

Possible Solution: Obtain the appropriate libraries as described in Preparing to Install Agent for Sun Java System Web Proxy Server 4.0 on Windows Systems.

Linux Systems: Troubleshooting Symptoms in Agent for Sun Java System Web Proxy Server 4.0

This section includes various problems you might encounter on Linux systems. The explanation of the problem is followed by possible solutions.

Linux Systems: Troubleshooting Symptom 1

Symptom: When a user attempts to access a resource using Internet Explorer as the browser, access is denied.

Possible Cause: Internet Explorer overrides the port number of the web agent with the Access Manager port number. In such cases, the agent log file lists the URL that is being evaluated. The port number for that URL is incorrect.

Possible Solution: You can ensure this problem does not occur by setting the following property in the web agent AMAgent.properties configuration file to true as shown:

com.sun.am.policy.agents.config.override_port = true

Linux Systems: Troubleshooting Symptom 2

Symptom: Policies are not enforced when using Agent for Sun Java System Web Proxy Server 4.0.

Possible Cause: URL mapping is inaccurate. More specifically, the resource names for setting policies are not the URLs qualified as “URL prefix” (from the client) in the Sun Java System Web Proxy Server 4.0 administration console.

Possible Solution: Ensure that each resource name used for setting policies matches a URL prefix as listed in the Sun Java System Web Proxy Server 4.0 administration console.