Error messages

This topic provides the following information for troubleshooting issues in BMC Atrium Orchestrator:

Errors in grid.log

Message text

Explanation

User response

java.lang.OutOfMemoryError:
unable to create new native
thread.

All available thread space has been claimed. Therefore, any new thread that is created fails because no more space is available to contain it.

Restart the BMC Atrium Orchestrator server. If the server has an occasional high load, consider reducing the stack size used per thread. Verify that the latest BMC Atrium Orchestrator platform patch has been applied to ensure that known memory issues are corrected.

For more information, see Knowledge Base article KA000087861 (Support logon ID required).

Error on line -1:
Premature end of file.

This error most often occurs because BMC Atrium Orchestrator tries to perform a transform on an invalid XML document.

Verify that the expected XML value is passed to the transform. When testing in BMC Atrium Orchestrator Development Studio, you can investigate further by logging the value of this context item before the problematic XML transform.

For more information, see Knowledge Base article KA000073144 (Support logon ID required).

StreamReaderWithTimeOut. timeout
(60 secs) expired waiting
for response with prompt:

No response is received from an adapter request within the timeout period.

This error is often encountered with the exit command. Do not use the exit command in the adapter request because one is issued automatically. Do not wait for a response from the exit command.

The request has timed out.

The adapter times out after waiting for a response from the target system.

Investigate the following possible causes:

  • Command takes longer to execute than the specified timeout period
  • Poor connectivity between the system running the adapter and the target system
  • Waiting for an incorrect prompt
  • Interruption by exit codes sent automatically
  • Long period with no interaction from the target

For more information, see Knowledge Base article KA000090447 (Support logon ID required).

Duplicate inventory found for
input: RCC-OTP-DEV-01. Please
specify the complete
inventory path.

The adapter fails because an inventory with the same name already exists in the data center.

Specify the Complete Inventory Path (CIP) or the canonical path as follows:
<dataCenter>/<folder>/<folder>/<virtualMachine>

Failed to upgrade the Atrium
Orchestrator authorization policy
registered with the Security
Agent. Will try again in 1 minute.

This error occurs when the peer cannot communicate with BMC Atrium Single Sign-On to authenticate users.
This message occurs during startup while the peer is coming online and cannot yet begin communication. After a few minutes, the message should disappear. If you see this message after the Configuration Distribution Peer (CDP) has successfully started, you are likely to have problems logging into BMC Atrium Orchestrator Grid Manager.

Ensure that BMC Atrium Single Sign-On is running and that the CDP has the correct location information about BMC Atrium Single Sign-On (host name or IP address and port).

For more information, see Knowledge Base article KA000079132 (Support logon ID required)

Cannot allocate memory,
detail=Exception occurred in Command_Line_Adapter.

The server does not have sufficient memory to launch the terminal shell, which the adapter requires to execute commands.

Determine which peer runs the adapter and release memory on that peer.

No cached Session Credential
for named service profile
- please login.

The Remote System Call Daemon (RSCD) agent cannot find the credentials-cache file to log on to the BMC Server Automation server.

Reinstall the RSCD agent to verify that
the files are in place. If you have two BMC Server Automation adapter configurations, you must enable the adapters with separate credentials-cache files. BMC Atrium Orchestrator services must be running as a dedicated administrator account rather than the default service account.

Error: peer not authenticated.

Certificates are invalid or have expired.

Update security certificates and verify that
the versions of the BMC Atrium Orchestrator components (platform and content — adapters, modules, and run books) are compatible.

BBNA authentication error: unable
to find valid certification path
to requested target

The BMC Network Automation adapter does not support the target version of BMC Network Automation.

Use compatible versions of BMC Network Automation and the adapter.

"ClassNotFoundException" from
SQL Adapter

The adapter does not have the driver files required to communicate with the target database.

Copy the driver files into the $AO_HOME/
lib/shared directory on each peer on which
the adapter is enabled. After placing the jar
file or files for the driver, restart each peer.
Usually, you can download driver files from
the database vendor's website.

Exception occurred in
omnibus_act_adapter SQL
JDBC driver com.sybase.
jdbc3.jdbc.SybDriver not found.

The Java Database Connectivity (JDBC) driver that can supply the class "com.sybase.jdbc3.jdbc.SybDriver" is not present at the AO Install\lib\shared location or has not been restarted since the jar file is provided. Sybase licensing requirements prevent you from including the library in server installations.

If you want to use Sybase, you must register with Sybase and download a copy of the jconn-3.0.jar library for your use and copy the library to the $AO_HOME/lib/shared/ directory.

java.util.concurrent.
ExecutionException:java.
lang.OutOfMemoryError: Java
heap space

The Java process has used all the memory allocated for heap space.

Increase the heap space to 2,048 MB
for each peer. Restart each peer for the
change to take effect.

Failed to get valid session
credentials.Setting the
adapter to fault

The BMC Server Automation actor adapter generates this message when it cannot retrieve credentials. The user_info.dat file is not generated or has insufficient permissions.

Verify that the user_info.dat file is
generated or has the required permissions.

ERROR OutputStreamHandler:
OStreamHandler Exception :
OStreamHandlerInput
length = 1 java.nio.charset.Unmappable
CharacterException:
Input length = 1

The BMC Server Automation adapter does not support language enablement. The <character-set> configuration element is not available in the form view but can be specified in the XML view.

Determine whether the characters
encountering the error are Latin, and
if so, add <character-set>ISO-8859-1</character-set> to specify
the character set in the adapter
configuration and execute the command.
Specify the UTF-8 character set if
ISO-8859-1 does not work.

An error occurred while attempting to
download the library "1.0.0.0_1336074821997".

The grid cannot find the GridConfig.1.0.0.0_[TIMESTAMP].roar file, which holds the current peer information.

Change the GridConfig.1.0.0.0_[TIMESTAMP].roar
file on each peer that has it. Change the
contents of the <timestamp> element
to the time stamp of your most recent GridConfig file and restart the peer.

For more information, see Knowledge
Base article KA000078960 (Support logon ID required).

Exception in Simple query execution
for Adapter SQLAdapter

The SQL adapter is in a fault state. Typically, there is another message preceding or following this message that identifies the issue.

The SQL adapter design requires that at
least one database be set up in the
adapter configuration to pass an
initialization check. Because of this design,
the adapter enters a fault state because it
does not have enough information to
complete the connection.

For more information, see Knowledge Base article KA000067377 (Support logon ID required).

The creation time is older than currenttime
- timestamp-freshness-limit
- max-clock-skew" in Orca webservice

The time on the SOAP client is behind the server's time by more than 5 minutes or ahead by more than 2 minutes.

Ensure that the time on the SOAP client that consumes the ORCA web service is synchronized with the network time protocol (NTP) server.

Errors in processes.log

Message text

Explanation

User response

An internal error occurred while
handling adapter request.

An adapter fails to return information to the running process.

Check the grid.log file for a more detailed error message.

[Num=9093][Text=User is currently connected from another machine]

For licensing reasons, the BMC Remedy Action Request (AR) System server prevents a user from accessing the same server instance from multiple client systems. This error occurs when a BMC Remedy AR System adapter uses logon credentials that are concurrently used by other adapters or BMC Remedy AR System clients running on other systems.

Use one of the following responses:

  • Use a BMC Remedy AR
    System logon credential that
    is a member of the Administrator group and does not have this restriction.
  • Use the adapter on only one
    peer or use multiple adapters
    with multiple user accounts
    by using the peer-mapping
    feature of the adapter.

    For more information,
    see Knowledge Base article KA000074301 (Support logon ID required).

A specified logon session does not exist.
It may already have been terminated.

The Windows Command adapter tries to log on.

Verify that the logon credentials used for the connection have
"Log on as a service" rights.

For more information, see Knowledge Base article KB000074301 (Support logon ID required).

Errors in BMC Atrium Orchestrator Development Studio

Message text

Explanation

User response

Error: no protocol

The URL used is invalid and the protocol (HTTP or HTTPS) cannot be determined. This usually occurs when BMC Atrium Orchestrator Development Studio tries to communicate with a target Web Service Definition Language (WSDL) either through the Web Services adapter or via the BMC Atrium Orchestrator Development Studio New Process from WSDL option.

Verify the URL used.


Could not create the view Plug-in
“com.bmc.ao.ui.studio.plugin” was unable to
instantiate class “com.bmc.ao.ui.studio.
eclipse.views.StudioView”

BMC Atrium Orchestrator Development Studio does not have permission to access its components.

Right-click the BMC Atrium Orchestrator
Development Studio Studio.exe file,
select the Security tab, and then select the
Run As Administrator option.

For more information, see Knowledge Base article
KA000095210 (Support logon required).

Java language binding bytecode generation failed.

The process generation failure is due to failure of the Web Service Definition Language (WSDL) to meet Java standards, specifically, the limit of 255 for method arguments.

Determine the problematic type definition in
the WSDL and reduce the number of arguments
to fewer than 255.

"Server returned no modules. Either no modules
have been activated on the server, or you currently do
not have access to any processes in any active modules."

Either the user does not have permission to any modules or no content has been installed in the Repository.

Verify that the user is a member of a role that has
access to the modules and that content exists in
the Repository.

"Save Document" error with no details.

This message occurs when you save a process that has a Switch statement with an extra or empty port.

Verify that all the Switch statements have the correct
number of ports (the small triangles to the right of the
Switch activity) and that all the ports have a condition
associated with them.

The attempt to clear the existing grid
configuration failed. The existing configuration
has been preserved.

The $STUDIO_HOME\server or server.xml file does not exist.

For a new installation of BMC Atrium Orchestrator
Development Studio that has never connected to
Grid Manager, this error can be ignored.

For an existing installation:

  1. Verify that the $STUDIO_HOME\server directory
    exists.
  2. Close BMC Atrium Orchestrator Development
    Studio.
  3. Clear the contents of $STUDIO_HOME\config.
  4. Launch BMC Atrium Orchestrator Development
    Studio.
  5. Reconfigure the connection.

    For more information, see Knowledge Base
    article KA000074890 (Support logon required).

Starting Dev Studio fails with message "Could
not find environment directory"

BMC Atrium Orchestrator Development Studio cannot find the directory that stores workflows that are loaded and edited in BMC Atrium Orchestrator Development Studio. This usually occurs if directories have been removed or renamed on the file system.

Reinstall BMC Atrium Orchestrator Development Studio
or recreate the directory.
The exact name of the folder can be found in the $STUDIO_HOME/config/management/
environments.xml file, in the id attribute for the <environment-name> element.

For example, given the following XML segment, the folder
to add is "ENV1-2012-02-17T125912Z":
<environment-name id="ENV1-2012-02-17T125912Z">
ENV1</environment-name>

Ssh1Client cannot be cast

The two systems in question, the adapter and the remote server, do not match the accepted SSH protocol.

Verify that the remote device has the SSH2 protocol enabled.

JVM Terminated. Exit Code -1

This error occurs for one of the following reasons:

  • The JVM could not start because the system could not provide the amount of memory specified on the command line.
  • BMC Atrium Orchestrator Development Studio did not find a Java version that it could use.

For the first reason for the error, free up memory on the system running BMC Atrium Orchestrator Development Studio or decrease the requested memory by modifying the Development Studio.ini file so that it uses less memory by replacing -Xmx768m with -Xmx512m and restarting BMC Atrium Orchestrator Development Studio.

For the second reason for the error, verify that BMC Atrium Orchestrator Development Studio has a valid Java version. On 64-bit computers, BMC Atrium Orchestrator Development Studio expects a 64-bit Java, and BMC Atrium Orchestrator Development Studio versions before 7.6.02 require a Java 6 JDK (not JRE).

For more information, see Knowledge Base article KA000077151 (Support logon required).

Server redirected too many times

The BMC Atrium Orchestrator server hosting the adapter might be set up to access the Internet via a proxy.

Some adapters do not support proxy servers. If you receive this message, verify that the peer has direct access to the Internet without going through a proxy server.

For more information, see Knowledge Base article KA000068507 (Support logon required).

Error while multiple users try to logon to
Development Studio at the same time:
The attempt to clear the existing grid
configuration failed. The existing configuration
may have been partially removed. Directories or
files which couldn't be removed may need to be
manually removed.

BMC Atrium Orchestrator Development Studio is relaunched when it is already running, which is not allowed. The secondary message varies.

Do not attempt to run the BMC Atrium Orchestrator Development Studio client twice.

performCommand() SSH Client is not connected!.
Serious internal error!!,

The server where the command is being executed by using the SSH adapter requires a prompt.

Specify the <prompt> element when it is required by the target host.

For more information, see Knowledge Base article KA000064176 (Support logon required).

Unable to retrieve the module list
from the remote server.

The peer cannot access the Repository. This can occur when server names change.

Verify that the repository URL is correct and accessible by performing the following steps:

1. On the CDP, change the com.bmc.ao.REPOSITORY_URL parameter in the context.xml file, and then restart the CDP.
2. On the computer where BMC Atrium Orchestrator Development Studio is installed, with BMC Atrium Orchestrator Development Studio shut down, delete the .jms/disco folder.
3. Start BMC Atrium Orchestrator Development Studio and connect it to the CDP.

You can verify that you have used the new URL in the BMC Atrium Orchestrator Development Studio config/server.xml file.

Errors in Grid Manager

Message text

Explanation

User response

"There must be at least one Case in the Switch
activity" when loading Atrium Orchestrator module.

There is a Switch statement in the module with no cases for one of the following reasons:

  • The module had a rule that was deleted. Adding a rule adds a <switch /> element to the rules.xml file with cases for the rules, but deleting the rules removes the cases and leaves the empty <switch />.
  • There is a Switch statement in the workflow with missing case information.

In the first case, modify the rules.xml file to remove the stand-alone <switch /> statement.

In the second case, review workflows to verify that all the Switch statements are properly configured with at least one default and one case.

For more information, see Knowledge Base article KA000083935 (Support logon required).

Error: Java Not Enabled. Java must be enabled
for BMC Help to run.

You see this error on Windows x64 systems where the default web browser (typically used for web shortcuts) is the 32-bit version of Windows Internet Explorer (iexplore.exe, or IE).

Use either of the following responses:

  • Use the 64-bit version of IE when accessing Grid Manager or BMC Atrium Single Sign-On.
  • Download and install the appropriate 32-bit version of Java to support the 32-bit version of IE.

Errors in BMC Atrium Single Sign-On

Message textExplanationUser response
BMCSSG1757E: Integration with Atrium SSO is failing.
Please contact the product's support team for help with resolving this integration problem
(BMCSSG1766E: Local Atrium SSO certificate does not match remote server certificate.
Agent may need to be re-integrated with Atrium SSO server.)

You can see this error when you upgrade BMC Atrium Single Sign-On from your current version to any later version.

Sometimes, the integration between BMC Atrium Single Sign-On and BMC Atrium Orchestrator fails.

You need to manually re-register BMC Atrium Orchestrator agents in BMC Atrium Single Sign-On administration console. For details, see Troubleshooting BMC Atrium Single Sign-On problems.

For more information, see Knowledge Base article KA000029966 (Support logon required).

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