About this task
Use these troubleshooting guidelines if you see any of the following error messages when attempting to sign in to an Admin Node:
- Your credentials for this account were invalid. Please try again.
- Waiting for services to start...
- Internal server error. The server encountered an error and could not complete your request. Please try again. If the problem persists, contact Technical Support.
- Unable to communicate with server. Reloading page...
- Wait 10 minutes, and try signing in again.
If the error is not resolved automatically, go to the next step.
- If your StorageGRID system has more than one Admin Node, try signing in to the Grid Manager from another Admin Node.
- If you are able to sign in, you can use the Dashboard, Nodes, Alarms, and options to help determine the cause of the error.
- If you have only one Admin Node or you still cannot sign in, go to the next step.
- Determine if the node's hardware is offline.
- If single sign-on (SSO) is enabled for your StorageGRID system, refer to the steps for "Configuring single sign-on" in the guide for administering StorageGRID. You might need to temporarily disable and re-enable SSO for a single Admin Node to resolve any issues.
- Determine if the account you are using belongs to a federated user.
If the federated user account is not working, try signing in to the Grid Manager as a local user, such as root.
- If the local user can sign in:
- Review any displayed alarms.
- Select .
- Click Test Connection to validate your connection settings for the LDAP server.
- If the test fails, resolve any configuration errors.
- If the local user cannot sign in and you are confident that the credentials are correct, go to the next step.
- Use Secure Shell (ssh) to log in to the Admin Node:
- Enter the following command: ssh admin@Admin_Node_IP
- Enter the password listed in the Passwords.txt file.
- Enter the following command to switch to root: su -
- Enter the password listed in the Passwords.txt file.
When you are logged in as root, the prompt changes from $ to #.
- View the status of all services running on the
grid node: storagegrid-status
Make sure the nms, mi, nginx, and mgmt api services are all running.
The output is updated immediately if the status of a service changes.
$ storagegrid-status
Host Name 99-211
IP Address 10.96.99.211
Operating System Kernel 4.9.0 Verified
Operating System Environment Debian 9.6 Verified
StorageGRID Webscale Release 11.2.0 Verified
Networking Verified
Storage Subsystem Verified
Database Engine 5.5.9999+default Running
Network Monitoring 11.2.0 Running
Time Synchronization 1:4.2.8p10+dfsg Running
ams 11.2.0 Running
cmn 11.2.0 Running
nms 11.2.0 Running
ssm 11.2.0 Running
mi 11.2.0 Running
dynip 11.2.0 Running
nginx 1.10.3 Running
tomcat 8.5.14 Running
grafana 4.2.0 Running
mgmt api 11.2.0 Running
prometheus 11.2.0 Running
persistence 11.2.0 Running
ade exporter 11.2.0 Running
alertmanager 11.2.0 Running
attrDownPurge 11.2.0 Running
attrDownSamp1 11.2.0 Running
attrDownSamp2 11.2.0 Running
node exporter 0.13.0+ds Running
sg snmp agent 11.2.0 Running
- Confirm that the Apache web server is running: # service apache2 status
- Use Lumberjack to collect logs: # /usr/local/sbin/lumberjack.rb
If the failed authentication happened in the past, you can use the –start and –end Lumberjack script options to specify the appropriate time range. Use lumberjack -h for details on these options.
The output to the terminal indicates where the log archive has been copied.
- Review the following logs:
- /var/local/log/bycast.log
- /var/local/log/bycast-err.log
- /var/local/log/nms.log
- **/*commands.txt
- If you could not identify any issues with the Admin Node, issue either of the following commands to determine the IP addresses of the three Storage Nodes that run the ADC service at your site. Typically, these are the first three Storage Nodes that were installed at the site.
# cat /etc/hosts
# vi /var/local/gpt-data/specs/grid.xml
Admin Nodes use the ADC service during the authentication process.
- From the Admin Node, log in to each of the ADC Storage Nodes, using the IP addresses you identified.
- Enter the following command: ssh admin@grid_node_IP
- Enter the password listed in the Passwords.txt file.
- Enter the following command to switch to root: su -
- Enter the password listed in the Passwords.txt file.
When you are logged in as root, the prompt changes from $ to #.
- View the status of all services running on the
grid node: storagegrid-status
Make sure the idnt, acct, nginx, and cassandra services are all running.
- Repeat steps 9 and 10 to review the logs on the Storage Nodes.
- If you are unable to resolve the issue, contact technical support.
Provide the logs you collected to technical support.