Troubleshooting ATM Outage Adjuster

Database Error – SQL Server does not exist or access denied

Description

This message could be received at any time while using ATM Outage Adjuster, but most likely it will occur after clicking the Find Now button on the Select ATM(s) screen.

Cause

The SQL server database is not running or is otherwise unavailable.

Resolution

Restart the SQL server. This can be done by using the SQL Server Service Manager on the task bar or restarting the service via Control Panel.

Login failed for user ‘<user-name>’

Description

This message is most likely to be received after clicking the Find Now button on the Select ATM(s) screen in ATM Outage Adjuster.

Cause

The specified user is not permitted to logon to the SQL Server database. By default, only users in the Administrators group are allowed to adjust the ATM Manager Availability database.

Resolution

Either logon as a user that is permitted to access the ATM Manager Availability database

OR

As an Administrator logged on to the machine where the database resides, grant access to the ATM Availability database for the desired user. This can be done by running the following script from the Prognosis\Server\Configuration folder path:

To add access  to ATM Availability database for a user:

>oa_add_db_user <user-name>

To remove access to ATM Availability database for a user:

>oa_remove_db_user <user-name>

Rolling-back after an adjustment error

Description

ATM Outage Adjuster is a powerful tool and it is possible that major adjustments can be made to the database that are very difficult (if not impossible) to manually change back.

Cause

An error was made during an adjustment.

Resolution

Backups of the database are made nightly and by default the last 2 days worth of backups are kept. The number of days retained can be configured using the AimBackup utility. If a major adjustment mistake is made, the database can be restored from one of these backups. To restore the database from a backup:

1)   First, it is recommended to save a copy of the current database. To do this:

Stop the SQL Server using the SQL Server Service Manager on the task bar.

Go to the Prognosis\Reporting\SQLData folder and copy-and-paste all files to another folder.

Restart SQL Server using the SQL Server Service Manager on the task bar.

2)   Restore a recent copy of the Availability database using AimDbBackup.

AimDbBackup –ra

You can choose to restore from a prior backup or alternatively a manually run backup. The syntax above will restore from the most recent automatic backup.

3)   Use the audit log to reapply any changes made since the backup was made. For more details see the ATM Outage Adjuster Audit Log.

Scheduled hours of operation show as “Unknown”

Description

When viewing the details of an ATM, the scheduled hours will usually show as either Inside or Outside hours of operation. In some cases, this can also show as Unknown, which indicates that no scheduling information was available for this ATM for this time.

Cause

Normally, this would occur before an ATM was added or after an ATM was deleted. In some circumstances, however, it can also occur as the result of a prolonged server or Prognosis outage. In this case, typically all ATMs are affected and it is possible that the actual outage information will also be inaccurate.

Resolution

There are various ways to resolve this problem. These are discussed in Server or Application Outage Scenario.

Unable to retrieve the SCHEDULE configuration

Description

"Unable to retrieve the SCHEDULE configuration from the Prognosis Server on ‘<NonStop-node>’"

This message can be received when selecting a schedule from the Select Different Schedule wizard or when reapplying a schedule via the Reapply Altered Schedule wizard.

Cause

The connection to the local Prognosis Server and/or to the configured NonStop node is down or otherwise unavailable.

Resolution

Most likely, the connection to the Prognosis Server on the HPE NonStop node is down. You can use the checkaimstatus script to make sure. From the Prognosis\Server\Configuration folder path run the following:

irperl aimcheckstatus.pl

Pay particular attention to the HPE NonStop Connection component. If the component is in error, but the HPE NonStop Prognosis server is running it is possible that it has become disconnected due to its port number or the port number of the Prognosis Windows server changing.

Warnings about prior adjustments

Description

These warnings can appear after adjustment details are entered but before the adjustment is applied.

Cause

These warnings indicate a change is being made that somehow conflicts with a prior change made for the same ATM for the same time period. You can click on details to get the date and time and other details of the prior adjustment.

Resolution

If you choose to Continue, the prior change will be overwritten.

Check the details of the prior adjustment(s) to ensure that the current change is really what is intended. If you don’t wish to overwrite prior changes, it may help to reduce the time range or the ATM list for the current change. If both changes are to be applied, it is likely that you will have to use the Adjust Schedule option to manually adjust the scheduled hours. Depending on the changes, it may be easier to apply the full set of new changes and then go back and reapply the prior changes.

If this is a multi-ATM change, and there are problems with a few ATMs, it may be advisable to go back and exclude the problem ATMs, make the bulk of the changes, and then come back and adjust the problem ATMs one at a time.

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