Troubleshooting
During file download, activity at times appears to stop completely
Most download issues are caused by interference from a security appliance such as a virus scanner. Ask your network administrator whether he can make an adjustment to allow the download to work properly. Ask the network administrator to check the security settings for your proxy or firewall; they might be incompatible with Command Central. If so, ask your IT department for temporary access to a port outside the firewall to download the files. Product jar files and product files downloaded from Empower are verified using SHA256 checksums.
Bootstrapper fails with error indicating a package error (for example, "installer.jar not found")
If you download the Command Central bootstrapper and then transfer it to another machine, the Install Command Central topic explains that you must set the transfer tool you are using to binary mode. If you see the error noted above, the bootrapper was corrupted because text transfer mode was used instead. Go to the Empower Product Support website from which you downloaded the bootstrapper and download the SHA256 file for that bootstrapper. Calculate the SHA256 checksum for the bootstrapper and compare it to the checksum value in the downloaded SHA256 file. If the values do not match, delete the corrupted bootstrapper, re-download it, and re-transfer it using binary mode.
Expected product-specific features are not available
Product-specific features in Command Central exist in the form of plug-ins to Platform Manager. To check whether the product plugin is installed and active, go to Environments > ALL > Instances > SPM > Administration > Diagnostics. If the missing plug-in is not installed, install it. If the missing plug-in is installed, restart Platform Manager.
Cannot connect to repositories due to invalid credentials
Make sure you have typed your credentials correctly. If you have, go to the Empower Product Support website and try to log in. If you cannot log in, contact your Software AG system administrator.
If you can log in, go to Download Products < Software Downloads < Software Download Center (SDC) and click Download. If you cannot see the next page, you do not have permission to download products, and should contact your Software AG system administrator. If you can see the next page, you might be experiencing a network connectivity issue and should contact your network administrator.
View and download logs for instances or components
Go to Environments > ALL, click the instance or component whose logs to view, and click the Logs tab. To download logs:
Download | Action |
One log | Click  for that log. |
Multiple logs | Hold down the Shift or Ctrl key and select the log rows. Click  and then click Download selected logs. |
All logs | Click Download selected logs without selecting any log. |
Edit Command Central or Platform Manager log configurations
Important: Make a backup of log configuration files before editing.
If you are on the machine that hosts the Command Central whose log configurations to edit, go to Software AG_directory\profiles\CCE\configuration\logging directory and edit the log_config.xml file. If you are not on that machine, use the command line interface to access the machine. Get the configuration data by running this command:
Software AG_directory\CommandCentral\client\bin>sagcc get configuration
data local OSGI-CCE COMMON-LOG-log_config.xml -o log.xml
Edit the retrieved log.xml file, then update the configuration using the edited file as input by running this command:
Software AG_directory\CommandCentral\client\bin>sagcc update configuration
data local OSGI-CCE COMMON-LOG-log_config.xml -i log.xml
If you are on the machine that hosts the Platform Manager whose log configurations to edit, go to Software AG_directory\profiles\SPM\configuration\logging directory and edit the spmlog.xml file. If you are not on that machine, use the command line interface to access the machine. Get the configuration data by running this command:
Software AG_directory\PlatformManager\client\bin>sagcc get configuration
data node_alias OSGI-SPM COMMON-LOG-log_config.xml -o log.xml
Edit the retrieved log.xml file, then update the configuration using the edited file as input by running this command:
Software AG_directory\PlatformManager\client\bin>sagcc update configuration
data node_alias OSGI-CCE COMMON-LOG-log_config.xml -i log.xml
Cannot create mirror repository because of network issues
Address the network problem and try again to create the mirror repository.
Command Central cannot connect to Platform Managers
If Command Central cannot connect to a Platform Manager, make sure the Platform Manager is running, is listening on the port specified during Platform Manager installation, and your firewall allows incoming connections to Platform Manager and outgoing connections from Command Central. If this does not address the problem, go to Environments > All > Instances > CCE > Configuration > Proxy and configure a proxy for Command Central. You might need to exclude Platform Manager hosts and domains.