RTMT Unable to access subscribers

[Gordon Ross]

I'm running CUCM 11.5(SU1). I've just discovered that when I try and download trace/log files using RTMT, it complains that it can't talk to any of the subscribers in my cluster. Yet the rest of RTMT (e.g. all the performance monitoring, etc) is working fine.

RTMT says to check connectivity & DNS, but that's all fine. (I can go to CCMAdmin on each subscriber fine using the DNS name of the subscriber)

I've had a quick scan of Bugtrack, but I didn't see anything there.

I've tried this from RTMT on Windows 10 & Windows 7 machines.

Any suggestions as to what's wrong?

Thanks,

Gordon.

[Manish Gogna]

Hi Gordon,

Can you check the output of the following from the subscriber nodes to check for network or replication related issues

utils diagnose test

utils dbreplication runtimestate

Manish

[Gordon Ross]

DB Replication is fine. The whole cluster is running fine, it's just RTMT that's not happy.

Gordon.

[Jonathan Unger]

Are you able to access the subscriber server web interface over HTTPS 8443 from your RTMT PC? The last time I ran into a similar issue there was a firewall in between me and the subscriber.

[Gordon Ross]

CCMAdmin is responding fine on 8443.

[Jitender Bhandari]

Go to the folder where RTMT is installed on your PC, you will find a file "run.bat" run it and try logging in to both PUB and SUB and see what is the difference in the log which is printed.

JB

[Gordon Ross]

Running RTMT via run.bat showed no noticeable different between the pub and sub. What was interesting was that with both servers, the command line output said it had verified the server certificate for all servers - so RTMT had some communication with all the Subs.

[Manish Gogna · Accepted solution]

If DNS part is okay then try restarting the Tomcat , AMC, "Cisco Trace Collection Servlet" & "Cisco Trace Collection Service" on these nodes that are not reachable.

Manish

[Gordon Ross]

I restarted all of those on all the subs in the cluster, still no change.

I took a gamble and restarted the services on the Pub and that fixed it!

Thank you.

[Manish Gogna]

Good to know that, perhaps it was required if you were logging into RTMT using CUCM IP address and as per the description of the AMC service below in the guides:

Cisco AMC Service

Used for the Cisco Unified Communications Manager Cisco Unified Real-Time Monitoring Tool (RTMT), this service, Alert Manager and Collector service, allows RTMT to retrieve real-time information that exists on the server (or on all servers in the cluster).

Manish

[Fernando.Tildes]

Had the same problem that was solved by restarting the "Cisco Trace Collection Service"on the publisher.

Thank you!

[Dalton-Covene]

SOLVED

I had the same issue where RTMT would not load for any of my subscriber nodes. After restarting the Cisco Trace Collection Service on the CUCM Pub only, the issue was resolved and RTMT loaded for all nodes.

-Dalton Woolsey