Procedure

  1. Log on to the EPM web interface by using an account with the Administration user role.
  2. From the EPM main menu, select System Maintenance > Log Viewer.
  3. In the Log Viewer page, create an event report for the EPM and the MPP you want to synchronize.
    Tip:

    When you specify the report criteria, in the Date and Time group, make sure the report starts before the last successful poll of the MPP. You can find this date on the <MPP name> Details page.

  4. Examine the resulting report for any messages that contain the word "heartbeat" or "poll" and see if these messages have exact information to solve the problem.

    For more information, see the Events and alarms topic in the Administering Avaya Experience Portal guide.

  5. For more information related to the report, log on to the Media Server Service Menu for the MPP:
    1. From the EPM main menu, select Real-time Monitoring > System Monitor .
    2. In the Server Name column, click the name of the MPP.
    3. On the <MPP name> Details page, click Service Menu in the Miscellaneous group.
  6. Click Logs in the Media Server Service Menu menu bar.
  7. On the Log Directories page, click MMS.
  8. On the Log Files page, click MmsServer.log.
  9. Examine the log file to see if the MMS web server has been receiving heartbeat requests from the EPM.
  10. If the log file shows that heartbeat requests are received, log onto Linux on the MPP server.
  11. Verify that the mpp service is running by entering the /sbin/service mpp status command.
  12. If the mpp service is not running, enter the /sbin/service mpp start command.
  13. Navigate to the httpd logs directory by entering the cd /var/log/httpd command.
  14. Examine the following log files to see if Apache has been receiving heartbeat requests from the EPM server:

    • error_log

    • ws_access_log

    • ws_error_log

  15. If the log files show that heartbeat requests are received, reboot the MPP server.
  16. Log in to Linux on the EPM server.
  17. Examine the $CATALINA_HOME/logs/catalina.out log file to see if any errors were generated during the reboot.
  18. If the problem still exists after the MPP server restarts, reboot the EPM server.