Troubleshooting Subscription Billing

This section describes how to check the configuration of subscription billing data collected by SL1.

Use the following menu options to navigate the SL1 user interface:

To view a pop-out list of menu options, click the menu icon ().
To view a page containing all of the menu options, click the Advanced menu icon ().

Installing the Test Script

You can use the test_subscription.sh script to check the configuration of subscription billing on your system and test the connection to the Billing Server. This script is included in SL1 version 8.14.0 and later releases and requires no additional installation.

For 8.12 and earlier versions, you can obtain the test_subscription.sh file from Support. You must transfer the file manually to the current primary Database Server or All-In-One Appliance using an SCP tool, and move the file to the /opt/em7/bin directory.

Running the Test Script

To run the test_subscription.sh script:

Connect to the console of the current primary Database Server or All-In-One Appliance as the admin user.
Execute the following command. Enter the admin user password when prompted:

sudo sh
Execute the following command:

/opt/em7/bin/test_subscription.sh

Error Message Remediation

The following table lists all possible error messages generated by the test_subscription.sh script, along with a description of possible causes and next steps:

Error Message	Description
ERROR: Cannot connect to https://billing.sciencelogic.com	An HTTP request to the login page of https://billing.sciencelogic.com without user credentials failed. Cause: The most likely cause is that the Database Server does not have internet access. If you have internet access from the Database Server, go to Next Steps. Next Steps: Test connections to other internet pages Troubleshoot the network settings for the Database Server Whitelist https://billing.sciencelogic.com in the your firewall configuration Using an HTTP proxy is an option for the connection, if required.
ERROR: cred_id section missing from [SUBSCRIBER] in /etc/silo.conf	The cred_id option is not included in /etc/silo.conf. Cause: The subscription billing process is not configured correctly. Next Steps: For information about the required silo.conf configuration, see Editing Silo.conf for Subscription Billing.
ERROR: [SUBSCRIBER] section from /etc/silo.conf missing	The SUBSCRIBER section is not included in /etc/silo.conf. Cause: The subscription billing process is not configured correctly. Next Steps: For information about the required silo.conf configuration, see Editing Silo.conf for Subscription Billing.
ERROR: Cannot login to https://billing.sciencelogic.com with the cred id <ID> username and password	An HTTP request to the login page of https://billing.sciencelogic.com with user credentials failed. Cause: The username and password in the credential specified in the silo.conf file did not successfully authenticate on https://billing.sciencelogic.com. Next Steps: Verify the username and password provided to you by our Billing team during your initial setup. If you have lost your billing credentials, contact the Billing team via email at billing-requests@sciencelogic.com . The Billing team aims to respond within 1 business day.
ERROR: Cred type wrong for credential <ID>	The credential specified in the silo.conf configuration is not a SOAP/XML credential. Cause: The subscription billing process is not configured correctly. Next Steps: Create a SOAP/XML credential. For the required credential configuration, see Creating a Credential for the ScienceLogic Billing Server.
ERROR: Port not 443 for cred <ID>	The credential specified in the silo.conf configuration does not use port 443. Cause: The port specified for the credential ID shown is incorrect. Next Steps: Edit the credential to use port 443. For the required credential configuration, see Creating a Credential for the Sciencelogic Billing Server.
ERROR: https://billing.sciencelogic.com not found in cred <ID>	The credential specified in the silo.conf configuration file does not have the URL for the billing server. Cause: The URL for the billing server ("https://billing.sciencelogic.com" ) is missing or incorrect. Next Steps: For the credential ID shown, edit the credential and change the URL to "https://billing.sciencelogic.com". See Editing Silo.conf for Subscription Billing.
ERROR: Credential $cred not found	The credential specified in the silo.conf configuration does not exist. Cause: The subscription billing process is not configured correctly. Next Steps: For the required credential configuration, see Creating a Credential for the Sciencelogic Billing Server.
<Number> UHEs detected, please investigate	The system log contains unhandled exceptions for the subscription usage process. Next Steps: Execute the following query for more details, and then follow the standard troubleshooting process for unhandled exceptions, escalating to Support as necessary: select * from master_logs.system_messages where date_edit > date_sub(now(), interval 7 day) and message like '^153: Unhandled exception on appliance%';