Troubleshooting System Identity Utility and system user issues

This section provides information for troubleshooting issues related to the System Identity Utility and the Performance Center system user.

When running IdentityChangerUtil.exe, you receive the error “Another instance is already running. Please switch to it.”

Problem Description

You receive this error because there is another instance of the Change Identity utility already running.

Troubleshooting

  • If you can see the other instance, you should use that one, or close it and then restart the utility.

  • If you cannot see the other instance of the utility, it means that another user is running it on the same machine. Switch to the other user and close the utility before attempting to run it with a different username.

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When entering the ALM Platform details on the Performance Center Server, the “Can’t connect to ALM Platform” error occurs

Problem Description

This error can be caused by a number of issues, including connectivity problems, security settings, or because ALM Platform is not up and running.

Troubleshooting

  • Verify that ALM Platform is up and running.

  • Ensure Data Execution Prevention (DEP) is disabled on all Performance Center server and host machines.

  • Ensure the Internet Explorer Enhanced Security Configuration setting is disabled on all Performance Center components.

  • Ensure User Account Control (UAC) is disabled while logging in as the default Performance Center system user (IUSR_METRO).

When trying to change the system user, an error occurs

Error Message Description Troubleshooting
Can’t apply changes. Not all hosts are in idle state.

You receive this error because one or more of the hosts is currently busy with another operation.

  1. Log in to Performance Center Administration and go to the Hosts module. Verify that all hosts are in the Idle state.

  2. If all of the hosts are in the Idle state, make sure that any other hosts that belong to the host pool are not idle.

  3. Open the System Identity Utility again. For details, see System Identity Utility Window.

Make sure you have entered a different username. You receive this error because you are trying to change the user to the current username. Choose a different username.
Configuration failed: Failed to find the Load Testing Service on <machine name>. Please verify that the service exists and that it is running.

This error might appear because the Load Testing Service isn’t running, or because the SSO key is defined on the host.

  • Select Start > Run and type services.msc. In the Services window, verify that the Performance Center Load Testing Service is running.

  • Check that the SSO key which is defined on the host matches the SSO key defined on the Performance Center Server. You can check the SSO key in the following locations:

    • On the Performance Center Server: <Performance Center Server installation dir>\dat\PCS.config

    • On the host: <Performance Center host installation dir>\dat\LTS.config

    If the keys do not match, change the key in LTS.config file on the host. Then open the Services window and restart the Performance Center Load Testing Service.

One of the following error messages appears:

  • Problem adding required policies

  • Problem adding user to group

  • Problem changing application pool identity

  • Problem changing COM settings

  • Problem changing IIS

  • Problem changing password

  • Problem changing PC Group

  • Problem creating group

  • Problem creating user

  • Problem deleting old identity

  • Problem removing user from Admin

You probably receive this error because the configuration user you provided does not have the required permissions to perform the requested operation.

Supply a configuration user which has administrator privileges on all the machines on which you are trying to change the user.

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Cannot reconfigure hosts or the Performance Center Server from Performance Center Administration

Problem Description

This occurs when the System Identity Utility failed to configure the Performance Center Server or hosts, and you have since closed the utility.

Troubleshooting

Perform the Change System User task again from the beginning. For details, see Change the Performance Center system user.

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Failed to open the Provision Hosts dialog box in Performance Center

Problem Description

Due to a security issue with Internet Explorer, when you click Provision Hosts in Performance Center, a blank screen is displayed.

Troubleshooting

Make sure the URL for Performance Center and ALM has the same Internet Explorer security settings (for example, both sites are added to the Local intranet zone) when Internet Explorer Enhanced Security Configuration is enabled.

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Access to the internal Influx database server is denied after reinstalling a host

Problem Description

If you uninstall a host and reinstall it again, and during this time the Performance Center system user name or password is changed, access to the internal Influx database on the host will be denied.

This is because Influx stores its data in a folder that also includes the data of the previous authentication user. By default, the folder is under <installation drive>\var (the path is configurable under <host installation>\bin\influxdb\influxdb.conf).

Troubleshooting

You need to delete this folder in order for Performance Center to reconfigure the database with the new user. To avoid data loss when deleting this folder, we recommend changing the identity using the InfluxDB REST API.

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See also: