04-06-2012 01:40 PM
CMA 5000 Server
I am getting "AM Master Service Failed to Start - reason: Unable to connect to the Database"
So in trying to debug this I was attempting to get serial console so that I can ping, etc. the db server.
I connected to the serial port using the serial cable that comes with the CMA server and using parameters
However I see no messages. I reboot and still see no messages.
How to get serial console access?
Or is there a better way to debug what is going on?
Solved! Go to Solution.
04-09-2012 07:46 AM
Serial console access is no longer available in CMA v6.
Your best best is to reimage using the CMA v6 DVD and apply the latest patches to your system, v6.0.1 and some other patch.
04-09-2012 08:24 AM
It is quite unbelievable that if the SQL server is causing issues, there is no way to get to the box for diagnostic purposes.
Both redundant CMA servers are experiencing this problem, so I am sure nothing is wrong with the CMA server.
To re-image it would frankly be a waste of time.
I have looked at SQL Server log messages, and did a TCPDUMP off the ports, but still have not tracked down exactly what the problem is.
I know I will, so there is no need to respond to this post.
However, I would like a product change for CMA server.
There needs to be a way to get console or desktop access to be able to debug this kind of problem.
If nothing else, the web interface should come up, regardless of whether it can connect to the remote db and provide rudimentary debugging capabilities.
Ping, telnet, traceroute, etc.
04-16-2012 07:51 AM
Thanks for the input. That is what I ultimately did. But getting the user password is difficult at best.
I solved the issue, but Polycom needs to give a way to debug these kinds of issues.
Serial console, ssh, rdc. I don't really care how, but some method..
05-20-2012 02:28 PM
Hello MEDRT - I have the same problem. Both 5000's say 'Master Service failed to start-Unable to connect to database'. I know why, the DBA P-to-V'd the SQL serverand changed the IP address. How can I repoint the CMA at the correct IP address? It's Sunday so I can't get to PLCM support through my third party service. I will in the morning, but if you can let me know anything today I can get it donebefore production hours. Thanks.
06-05-2012 08:16 PM
If you have v5.x, then you can use the serail console access to reset to factory defaults which will give you access in order to point to the new external SQL server IP address. In v6, you are out of luck and are left with a reimage. You data is still fine as it resides in the external DB.
On a side note, I agree with everything posted above. If more folks would voice their concern with this process, then Product Management would finally have to pay attention to the needs of the customers.