---
title: Oracle Exadata ASR General Troubleshooting
description: Howie Jian explains how to monitor the Oracle ASR manager process and resolve ASR issues to keep it running on an external standalone server
---

[Blog | Pythian ](https://www.pythian.com/blog)

# [Oracle Exadata ASR General Troubleshooting](https://www.pythian.com/blog/oracle-exadata-asr-general-troubleshooting)

 Written by [Howie Jiang](https://www.pythian.com/blog/author/howie-jiang) | Nov 24, 2021 5:00:00 AM

## Context

*Oracle Auto Service Request (ASR) is a secure, scalable, customer-installable software feature of warranty and [Oracle](https://pythian.com/about-oracle/) Support Services that provides auto-case generation when common hardware component faults occur. I thought I’d share how we monitor the ASR manager process and how we resolve some ASR issues to keep things running smoothly.*

The shell scripts provided by the Oracle Auto Service Request (ASR) manager is a great tool to check the ASR status:  /opt/asrmanager/util/check_asr_status.sh. Here’s an example of a good ASR status:

```
[root@ASRServer ~]# /opt/asrmanager/util/check_asr_status.sh
Checking ASR Manager status ..
PASS: ASR Manager (pid 18350) is RUNNING.
PASS: ASR Manager bundles state is active.
PASS: ASR Manager SNMP listener is running (SNMP port 162).
PASS: ASR Manager HTTP receiver is running (HTTP port 8234).
PASS: ASR Manager version 20.1.0.
PASS: ASR Manager database connectivity is working.
PASS: ASR Manager Registration SSO user name is set correctly.
PASS: ASR Manager Oracle transport connectivity is working.
PASS: ASR Manager Oracle transport endpoint is set correctly. https://transport.oracle.com
PASS: ASR Manager site id xxxxxxxxxxx.
PASS: ASR Manager registration id xxxxxxxxxxx.
PASS: ASR Manager logging level info.
PASS: ASR Manager process is running as root.
PASS: ASR Autoupdate bundles state is active.
```

## ASR failure

### **1. FAIL: ASR Manager Oracle transport connectivity is not working. **

Solution: for this failure, restarting ASR manager will fix the issue:

```
[root@ASRServer ~]# /opt/asrmanager/bin/asr restart
```

### **2. FAIL: ASR Manager missing registration id.**

Solution: For this failure, sometimes restarting ASR Manager may not fix the issue. If I test the connection to the transport server (https://transport.oracle.com/), I see the following error:

```
[root@ASRServer ~]# cd /opt/asrmanager/bin/
[root@ASRServer /opt/asrmanager/bin]# ./asr test_connection
Connecting to endpoint @ https://transport.oracle.com
Sending ping message.

ASR Manager is enabled.
Transport test failed!
```

I tried to register transport server but failed:

```
[root@ASRServer /opt/asrmanager/bin]# ./asr register

1) transport.oracle.com
Select destination transport server or enter full URL for alternate server [1]:

If a proxy server is required for HTTPS communication to the internet,
enter the information below. If no proxy is needed, enter -
Proxy server name []:

An Oracle Single Sign On (OSSO) account is required for data submission.
If you do not have an account or have forgotten your username or
password, visit http://support.oracle.com

Username [xxxxxx@pythian.com]:
Password:
Password again (to verify):

Contacting transport servers. Please wait...

Checking connection to https://transport.oracle.com/v1/
Error: Connection reset

Registration failed.
```

Tried to do the heartbeat and it failed:

```
[root@ASRServer /opt/asrmanager/bin]# ./asr heartbeat
Failed to generate heartbeat for ASR Manager due to transport problem.
```

So far, the test results tell us the issue is related to the network. After checking with the SA team and confirming this, I was able to register the transport server successfully:

```
[root@ASRServer ~]# /opt/asrmanager/bin/asr register

1) transport.oracle.com
Select destination transport server or enter full URL for alternate server [1]:

If a proxy server is required for HTTPS communication to the internet,
enter the information below. If no proxy is needed, enter -
Proxy server name []:

An Oracle Single Sign On (OSSO) account is required for data submission.
If you do not have an account or have forgotten your username or
password, visit http://support.oracle.com

Username []: xxxxxx@pythian.com
Password:
Password again (to verify):

Contacting transport servers. Please wait...

Checking connection to https://transport.oracle.com/v1/
Connection is ok. Trying to register client.
Successfully registered with Oracle ASR Infrastructure.

Registration complete.
Successfully submitted ASR Registration Request.

Stopped Oracle ASR TimerTask Scheduler
Started Oracle ASR TimerTask Scheduler
```

### **3. FAIL: ASR Autoupdate bundles state is NOT active.**

Solution: sometimes restarting the ASR manager doesn’t fix the issue. Because the process AUTOUPDATE was stopped, you need to start it up as follows:

```
[root@ASRServer ~]# cd /opt/asrmanager/bin/
[root@ASRServer /opt/asrmanager/bin]# ./asrautoupdate status
AUTOUPDATE is NOT RUNNING.
[root@ASRServer /opt/asrmanager/bin]# ./asrautoupdate start
[root@ASRServer /opt/asrmanager/bin]# ./asrautoupdate status
AUTOUPDATE (pid 27794) is RUNNING.
```

### **4. Oracle ASR: Warning – Connectivity Failure – Assets in “Active – No Heartbeat” state.**

Solution: when you get this alert, log into your MOS and check the status of the Exadata assets and you’ll see it’s inactive like the below example:

**

Now you only need to restart ASR manager service:

```
[root@ASRServer ~]# /opt/asrmanager/bin/asr restart
```

Then, you validate the status in MOS:

### **5. ERROR: ASR Manager(s) on xx.xx.xx.xx are not accessible or do not support automatic diagnostic package upload. Diagnostic packages will not be automatically uploaded for Service Requests.**

If you see this error, validate SNMP and you’ll see the next error:

```
CellCLI> alter cell validate snmp type=asr
ASR Manager(s) on xx.xx.xx.xx are not accessible or do not support automatic diagnostic package upload. Diagnostic packages will not be automatically uploaded for Service Requests.
Cell Exacel01 successfully altered
```

Here is the attribute of snmpSubscriber:

```
CellCLI> list cell attributes snmpSubscriber
((host=xx.xx.xx.xx,port=162,community=public,type=ASR,asrmPort=16161))
```

Solution: The asrm port has been changed from 16161 to 8234. You only need to update the port and then validate:

```
CellCLI> ALTER cell snmpSubscriber=(host=‘xx.xx.xx.xx’,port=162,community=public,type=ASR,asrmPort=8234))
CellCLI> alter cell validate snmp type=asr
```

I hope you enjoyed this post. Feel free to ask me questions in the comments.

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