If ITPAM Orchestrator went down, What should be the troubleshooting steps?

Document created by perumala on Nov 18, 2016
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If somehow ITPAM Orchestrator goes down, then what should be the troubleshooting steps that we should follow.

Is there any document or any troubleshooting guidelines. This is very crucial to have documents for the same. If someone have any information then kindly provide the details.



Ankur Gupta


Typically the first thing we would do in an issue with the Orchestrator would be to increase the logging level to INFO and review the results in the c2o.log which generally gives a cause, or further direction for investigation.


Fresh Logs:

1. Stop the CA Process Automation service
2. Browse to the <PAM>\server\c2o\log directory and back up the current c2o.log file.
3. Browse to <PAM>\server\c2o\conf\ and backup the log4j.xml
4. Open the Log4j.xml in a text editor.
5. Change Threshold value for C2OFILE to INFO


<appender name="C2OFILE" class="org.jboss.logging.appender.RollingFileAppender">
     <errorHandler class="org.jboss.logging.util.OnlyOnceErrorHandler"/>
     <param name="File" value="${jboss.server.home.dir}/log/c2o.log"/>
     <param name="Threshold" value="INFO"/>
     <param name="Append" value="true"/>
     <param name="MaxFileSize" value="50000KB"/>
     <param name="MaxBackupIndex" value="3"/>    

6. Change ROOT priority value to INFO

<!-- ======================= -->
<!-- Setup the Root category -->
<!-- ======================= -->

<priority value="INFO" />
<appender-ref ref="CONSOLE"/>  
<appender-ref ref="C2OFILE"/>    

7.  Save the new log4j.xml and restart the PAM service.


Then review the <PAM>\server\c2o\log\C2o.log file for indications of the problem.


Please also find the following knowledge document available on support.ca.com:


TEC575522 "Increase logging levels, file size and rollover for PAM logs"


Thank you.


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