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How to troubleshoot NSM Delta Config or Device Update Issues



Article ID: KB9845 KB Last Updated: 16 Dec 2009Version: 6.0
Need help troubleshooting an NSM Delta Config or an NSM Device Update.
Symptoms & Errors:
  • Device is not visible on the Delta Config Summary or Update dialog boxes; device could be disconnected from NSM.
  • Device timeout errors
  • java.null.pointer.exception error
  • java.lang. NullPointerException
  • Unable to get device DM
  • Java error messages
  • Not able to select device from the menu choices from "get delta config summary" or "update dialog box".

For assistance with troubleshooting issues with NSM Delta Config or device updates, consult the following steps.

To view the flowchart for the steps listed below, select:  KB9845 Flowchart

Step1 Can you select the device from the "Get Delta Config Summary" or "Update" dialog boxes?

Step2 Did you receive any device timeout error messages?

Step3 Did you receive any Java error messages?

Step4 Receive any errors similar to "Unable to get device DM"?

Step5 Are you running an Update or Delta Config?

Step6Once the data has been collected, refer to KB9846 - What information do I need to Collect before Opening an NSM case? , open a case by either calling in to Juniper Networks Technical Assistance Center at 888-314-JTAC (5822) , 408-745-9500 for domestic or international, OR login to the Case Management tool via the Juniper support site at: Case Management and click on the "Create a Case" link.

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