Balance Collection Error

[hommer]

Doing a POC and received the following error when starting a collection:

Error:

Collection Service failed to process discovery collection. PreparedStatementCallback; bad SQL grammar call updateElement(?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?) ; nested exception is com.mysql.jdbc.exceptions.jdbc4.MySQLSyntaxErrorException: Incorrect number of arguments for PROCEDURE smsdb.updateElement; expected 18, got 17

Build:

4.1.1.2.25

ONTAP:

8.1.2P4

Anyone encounter this before? Additional troubleshooting steps I should take?

[sbhavin]

Engineering team is actively working on this issue. Can you provide the details about the POC was an upgrade or fresh install?

[hommer]

It is a fresh install

Michael Hommer

Systems Engineer

732-744-7003 Direct

732-501-6732 Mobile

[hommer]

Any additional update from Engineering? I have a meeting with the customer tomorrow.

Michael Hommer

Systems Engineer

732-744-7003 Direct

732-501-6732 Mobile

[sbhavin]

We tried to reproduce the same issue by installing fresh Balance of version 4.1.1.2.25. But unfortunately we couldn't reproduce the same issue.

Can you check at customer's balance the following file?

/usr/share/balancepoint/db/my-sql/schema/scripts/4.1.1.2/modifyUpdateElements.sql

In above file please check number of parameters for the procedure "updateElement". On fresh installation it is showing 17 but on customer balance according to error it is saying 18. Can you please check and verify it? And if it is still showing 18 instead of 17 then can you please arrange a webex with customer? So we can take a look at balance and figure it out the issue.

[hommer]

I was onsite with the customer yesterday. The were unable to log into the system (couldn't remember the user name and password). What is the default user name and password upon installation? Is there a password recovery procedure?

[moechnig]

There are several built-in accounts in Balance. 

Balance Accounts
Name	Use via	username	password	where to find password
AMT	CLI (SSH)	netapp	netapp	Balance Installation and Configuration Guide, under "Accessing the Advanced Management Tool (AMT)"
root	CLI (SSH)	root		Search kb.netapp.com
selfmonitor	CLI (SSH)	selfmonitor	h1ghlys3cure	Balance Installation and Configuration Guide, under "Self-monitoring requirements"
admin	GUI	admin	password	Balance Installation and Configuration Guide, under "Configuring the virtual appliance"
support	GUI	support		Search kb.netapp.com

I’m not familiar with the process for recovering or resetting passwords.  You may be able to locate that in the KB as well. 

[hommer]

This is the screen they are current stuck at:

This account is not allowed to log as root.

All I can get is a menu and I don’t see an option to get to the shell.

They have tried support/netapp and several other combinations.

[hommer]

Working with Phil Bachman our local CSE for Balance I have scheduled a WebEx session with the customer tomorrow to get beyond the above issue of login. Please let me know ASAP if there is a faster or better way to resolve the above issue to get you the data you previously asked for about the SQL error.

[hommer]

They have now encountered another error. Balance will no longer pull information from the NetApp controllers. It collected fine for at least the first four days and has now stopped working.

[hommer]

As per request I have uploaded the logs to the support site. Can anyone give me an ETA as to when they will be looked at?

[hommer]

Hello? Any updates?