Troubleshooting

No new data from CID Keys after the upgrade.

If you are getting no new data from CID Keys after the upgrade, try the following remedies:

  • Make sure the Collectors have been upgraded and rebooted.
  • If the Collector appliances did not reboot themselves, reboot them as their services were paused prior to beginning the update.
  • Verify each Collector’s version number by logging in to the Administration section’s Collector Administration > Collectors tab. Apply the upgrades to any Collectors that may not have the latest version. Applying the update through the console may work as well.
  • If Enhanced Security was enabled on the Hub and/or the Database appliances, you will need to apply the default iptables firewall rules again to allow the Hub and/or Collectors to save data to the database. The application of default firewall rules will overwrite any custom iptables firewall rules that may have been added manually and will need to be reapplied after the updated. Execute the following on the command line console of the Database appliance:
    1. Log in to the console using credentials for your appliance (friend, ec2-user, azureuser, etc.). The default credentials for on premises appliances are friend and sspassword.
    2. Type the command sudo bash and the password sspassword as default credentials.
    3. Execute the following command to reapply the default iptables firewall rules:
    4. /opt/tnt/etc/iptables-filter && /sbin/iptables-save -t filter >/etc/sysconfig/iptables
    5. Log out of the command line console by pressing CTRL+D twice. This should allow the Collectors to connect directly into the database again and save data.

SCP fails to log in to the appliance.

The Stratusphere appliance is a security hardened appliance. If Enhanced Security is enabled, it has policies whereby passwords will expire after a certain amount of time. An expired password might be preventing the user from logging in to the appliance.

To resolve this issue, log in to the local command line console and it will prompt you to change and update your password immediately. After the password has been updated, you should be able to use the SCP tool again to upload files to the appliance.

"Please select a file to upload” appears while uploading upgrade file.

One possible reason for this error is that the browser might have cached some of the code and might not be running the latest version of the page.

To resolve this issue, try clearing the cache just for the Stratusphere Web UI website by pressing Ctrl+F5 while in Google Chrome. Alternatively, open the Developer Tools by pressing F12 and once it opens, right-click on the Refresh button and then select the Hard refresh option in the context menu. Depending on your browser, this process to clear the cache for just the Stratusphere Web UI may vary. After the cache has been cleared, retry the upload functionality.

If the problem persists, then depending on your browser, do the following:

  • In Firefox, right-click anywhere within the yellow warning message bar and choose the This Frame -> Reload Frame option.
  • In Chrome, right-click anywhere within the yellow warning message bar and choose the Reload Frame option.
  • In Internet Explorer, right-click anywhere within the yellow warning message bar and choose the Refresh option.

After upgrade, the Web UI displays a 404 Error.

This topic will help if any errors were observed related to upgrading the Hub where the version number did not change, or the “Stratusphere is down” message does not clear, or if the login page did not load as expected displaying the “HTTP Status 404 – Not Found” status with “The requested resource [/vscenter/] is not available” once you log in. This may occur for standalone Hubs on 6.6.0 and 6.6.1 versions of Stratusphere UX. Upgrading through the console resolves this error.

To resolve these issues, complete the following steps:

  1. The upgrade image is already loaded on the Hub through the Web UI. We will try to upgrade the appliance through the console option.
  2. Log in to the command line console of the Hub Appliance using credentials for your appliance (ssconsole, friend, ec2-user, azureuser, etc.). If using friend, ec2-user, or azureuser, execute sudo lwl once you log in to launch the appliance menu. For on premises appliances, the default credentials are:
    • User ID: ssconsole
    • Default password: sspassword
  3. Type U for the U) Update Software Menu option.
  4. Type U for the U) Update option to apply the update on the appliance. At the prompt, "Do you really want to update?" enter Y to confirm.
  5. The console displays messages as the upgrade image is applied with pre- and post-upgrade scripts, and it cleans up some intermediate files. After the upgrade process is completed, it will prompt the user to “Hit ENTER to continue”. Enter Q to Q) Quit to the main menu.
  6. The appliance may be scheduled to reboot itself automatically in about 30-60 seconds. If it does not reboot on its own, enter S for S) Software Services, and enter R for the R) Reboot Server option.
  7. After the appliance reboots, wait for (especially the database process along with the web application server and services) at least 10-15 minutes for all required services to start.
  8. On the browser, refresh the page and log into the Web UI. Ensure that there are no more errors after logging in and the appliance version has been updated.

Hub upgraded but there are some errors while using the Web UI.

In most cases, the reason for this error is that the default password (sspassword) for the friend or root users has been changed on the Database Appliance, thus causing the connection failures between the Hub and Database.

To resolve this issue, complete the following steps:

  1. Log in to the command line console of the Database Appliance using credentials for your appliance (ssconsole, friend, ec2-user, azureuser, etc.). If using friend, ec2-user, or azureuser, execute sudo lwl once you log in to launch the appliance menu. For on premises appliances, the default credentials are:
    • User ID: ssconsole
    • Password: sspassword
  2. Enter U for the U) Update Software Menu option.
  3. Enter S for the S) Software Update Site option.
  4. The update site should be set to the Stratusphere Hub IP or DNS such as https://Hub.IP.or.DNS/upgrades/latest. The Hub.IP.or.DNS part of the address must be the actual IP or DNS of the Stratusphere Hub. If it does NOT match and is still pointing to http://download.liquidwarelabs.com/upgrades/yum/ then press Y and edit it to match https://Hub.IP.or.DNS/upgrades/latest, then press Enter. It will update the site and ask again if you want to make a change. Press N and Enter to finish. If it matches, press N and Enter to continue.
  5. Enter U for the U) Update option to apply the update on the appliance. At the prompt, "Do you really want to update?" enter Y to confirm.
  6. Enter Q to return to the previous menu, enter S for S) Software Services, and enter R for the R) Reboot Server option if it is not scheduled automatically.
  7. After the appliance reboots, wait at least 10-15 minutes to start all required services.

Hub upgraded but the Database is still showing the old version.

In most cases, the reason for this error is that the default password (sspassword) for the friend or root users has been changed on the Database Appliance, thus causing the connection failures between the Hub and Database.

To resolve this issue, complete the following steps:

  1. Log in to the command line console of the Database Appliance using credentials for your appliance (ssconsole, friend, ec2-user, azureuser, etc.). If using friend, ec2-user, or azureuser, execute sudo lwl once you log in to launch the appliance menu. For on premises appliances, the default credentials are:
    • User ID: ssconsole
    • Password: sspassword (Use the modified password if the default password has been updated.)
  2. Enter U for the U) Update Software Menu option.
  3. Enter S for the S) Software Update Site option.
  4. The update site should be set to the Stratusphere Hub IP or DNS such as https://Hub.IP.or.DNS/upgrades/latest. The Hub.IP.or.DNS part of the address must be the actual IP or DNS of the Stratusphere Hub. If it does NOT match and is still pointing to http://download.liquidwarelabs.com/upgrades/yum/ then press Y and edit it to match https://Hub.IP.or.DNS/upgrades/latest, then press Enter. It will update the site and ask again if you want to make a change. Press N and Enter to finish. If it matches, press N and Enter to continue.
  5. Enter U for the U) Update option to apply the update on the appliance. At the prompt, "Do you really want to update?" enter Y to confirm.
  6. Enter Q to return to the previous menu, type S for the S) Software Services option, and enter R for the R) Reboot Server option if it is not scheduled automatically.
  7. As the database appliance reboots, log in to the Stratusphere Hub appliance console using the following credentials:
    • User ID: ssconsole
    • Default password: sspassword (Use the modified password if the default password has been updated.)
  8. Type S for the S) Software Services option, then a for the A) Restart All services option. The Stratusphere Hub initiates all schema updates within the database, so restarting the services also restarts the schema updates that might have failed before. These schema updates take time depending on the size of your database, so wait at least 15-30 minutes to start services and perform all schema upgrades needed since the last version.

Collectors did not upgrade through the UI; they are still showing the old version.

In some cases, when Enhanced Security is enabled, the Collectors fail to upgrade to the latest version. In these cases, complete the following steps in the Collector’s console-based upgrade process to fix the issue.

  1. Ensure the Collectors are all powered on.
  2. Log in to the Collector console using credentials for your appliance (ssconsole, friend, ec2-user, azureuser, etc.). If using friend, ec2-user, or azureuser, execute sudo lwl once you log in to launch the appliance menu. For on premises appliances, the default credentials are:
    • User ID: ssconsole
    • Default password: sspassword (Use the modified password if the default password has been updated.)
  3. Type U for the U) Update Software Menu option.
  4. Type S for the S) Software Update Site option.
  5. The update site should be set to the Stratusphere Hub IP or DNS such as https://Hub.IP.or.DNS/upgrades/latest. The Hub.IP.or.DNS part of the address needs to be the actual IP or DNS of the Stratusphere Hub. If it does not match and is still pointing to http://download.liquidwarelabs.com/upgrades/yum/ then type Y and edit it to match https://Hub.IP.or.DNS/upgrades/latest, then press Enter. It will update the site and ask again if you want to make a change. Type N and press Enter to finish. If it matches, type N and press Enter to continue.
  6. Type U for the U) Update Software Menu option to apply the update on the appliance. At the prompt, "Do you really want to update?", type Y to confirm.
  7. In most cases, the appliance will reboot automatically after an upgrade. If it does not, type Q to return to the previous menu, type S for the S) Software Services option, and type R for the R) Reboot Server option.
  8. After the appliance reboots, wait a few minutes to start all required services.
  9. Log in to the Administration section of the Stratusphere Hub Web UI.
  10. Navigate to the Collector Administration > Collectors tab.
  11. Verify that each Collector has upgraded to the 6.x version.

Stratusphere Login page displays empty Domain dropdown after upgrade.

Liquidware is investigating why the Stratusphere UX Login page’s Domain dropdown does not get populated as expected or results in authentication errors after an upgrade. The easiest workaround is to restart the Hub’s Services by completing the following steps:

  1. Log in to the command line console of the Hub Appliance using credentials for your appliance (ssconsole, friend, ec2-user, azureuser, etc.). If using friend, ec2-user, or azureuser, execute sudo lwl once you log in to launch the appliance menu. For on premises appliances, the default credentials are:
    • User ID: ssconsole
    • Default password: sspassword (Use the modified password if the default password has been updated.)
  2. Use modified password, if the default password has been updated.
  3. On the Liquidware Stratusphere Hub Appliance main menu, type S for the S) Software Services option.
  4. Type A for the A) Restart All Services option to restart all services.
  5. If there is no S) Software Services option available above, it might not have upgraded to the latest version and might still be on the prior 6.5.0 version. If so, type W for the W) Toggle Web Services option off, then type W again for the W) Toggle Web Services option back on.
  6. Type Q to quit the console session and exit. The upgrade must be re-initiated. If this persists, contact Liquidware Support.
  7. Give the services a few minutes for the services to start and then go back into the browser to see if the Stratusphere Web UI is available.

Error related to 'lwl_rollup.sr_wifi_stats_da' within Advanced tab.

Liquidware added Wi-Fi stats to version 6.1.5. Depending on the period being queried, the UI requests data from roll-up or summarized tables. These new metrics are in new tables, and if requested right after the upgrade, you might see SQL-related errors. The following are the reasons and associated workarounds for the issue:

  • Select a short time frame such as Last Hour or Last 2 Hours or set Roll-ups = Off and rerun the query. The error should no longer appear.
  • The roll-up processing of data might not have been completed within the database. Wait for an hour to query for the longer periods—Today, Yesterday, or multi-day queries—which might select rolled up summary tables automatically.