Troubleshooting Issues with Collecting JMBs

Problem

Cause

• Firewall rules on the device prevent Service Now from collecting JMBs.
• AI-Scripts do not function properly.

Resolution

Setting Firewall Rules on the Device

Service Now may not be able to collect JMBs from a device running Junos OS if the device does not allow traffic to the localhost address (127.0.0.1). Service Now uses the loopback interface on a device running Junos OS for collecting JMBs.

Set the following firewall rules on the device running Junos OS for Service Now to communicate by using the loopback address:

set firewall family inet filter scp-block term ais-scp from source-address 127.0.0.1/32
    set firewall family inet filter scp-block term ais-scp from destination-address 127.0.0.1/32
    set firewall family inet filter scp-block term ais-scp from protocol tcp
    set firewall family inet filter scp-block term ais-scp from port 22
    set firewall family inet filter scp-block term ais-scp then accept
    Router001# show firewall family inet filter scp-block term ais-scp
    from {
    source-address {
    127.0.0.1/32;
    }
    destination-address {
    127.0.0.1/32;
    }
    protocol tcp;
    port 22;
    }
    then accept;

Resolving an AI-Scripts Error

Service Now might be unable to collect JMBs as a result of an AI-Scripts error. AI-Scripts errors are logged in the Junos OS system logs as AIS_DATA_AVAILABLE: ERROR: as follows:

AIS_DATA_AVAILABLE: ERROR: rsi_done-timeout
AIS_DATA_AVAILABLE: ERROR: waiting_on_slax-timeout

The error may be caused by an issue in the Junos OS software (for example, a CLI command does not return the expected output) or can be due to an internal AI-Scripts error.

1. Log in to the device.
2. Execute the following commands to obtain the relevant logs and files for troubleshooting:
   show log messages | match cscript
show log escript.log
show configuration groups juniper-ais | display commit-scripts | no-more
show configuration system | display inheritance
show version
file list /var/db/scripts/op/ detail
file list /var/tmp/ detail
show system storage detail
show system processes extensive | match csc
start shell
ps ax | grep ais exit
3. After collecting the files, do the following:
   • Look for related events that occurred when or just before an AI-Scripts error message is generated in the system log output.
   • Look for SLAX errors logged during the execution of any of the event scripts in the escript.log file.
   • Examine the error messages in the error JMB files that may be created.
   • Save the collected files for further investigation.
   • For AI-Scripts versions earlier than AI-Scripts Release 4.0, execute the request support information command and store and note the size of the output created.
4. During a maintenance window, uninstall the AI-Scripts package from the device.

   Note: You must uninstall AI-Scripts manually from the backup Routing Engines by using the request system scripts delete jais package name command, where jais package name is the name of the AI-Scripts package installed on the backup Routing Engine.

5. Manually install the AI-Scripts package by using the request system scripts add /var/tmp/jais package name CLI command, where jais package name is the name of the AI-Scripts installation package. Save the output printed on the monitor.
6. For AI-Scripts Release 4.1R1 and later, if Junos OS Release 14.1R1 or later is installed on the device, generate a health report JMB to obtain necessary information about the AI-Scripts error. To generate the health report JMB, execute the following command on the device running Junos OS:

   op ais-health-report job-ID job-id-number

   where, job-id-number is the number that you assign to the job.
7. If you continue to receive error messages, open a case with your technical support representative to investigate the issue further. Provide the following information with the case:
   • All Junos OS CLI command output mentioned in Step 2
   • Any error JMB files that you received
   • Output when you manually installed AI-Scripts
   • Version of Junos Space and Service Now that you used