This topic provides the following information for troubleshooting issues in BMC Atrium Orchestrator:
Errors in grid.log
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.
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.
No response is received from an adapter request within the timeout period.
This error is often encountered with the
The adapter times out after waiting for a response from the target system.
Investigate the following possible causes:
For more information, see Knowledge Base article KA000090447 (Support logon ID required).
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:
This error occurs when the peer cannot communicate with BMC Atrium Single Sign-On to authenticate users.
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).
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.
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
Certificates are invalid or have expired.
Update security certificates and verify that
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.
The adapter does not have the driver files required to communicate with the target database.
Copy the driver files into the $AO_HOME/
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.
The Java process has used all the memory allocated for heap space.
Increase the heap space to 2,048 MB
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
The BMC Server Automation adapter does not support language enablement. The
Determine whether the characters
The grid cannot find the GridConfig.22.214.171.124_[TIMESTAMP].roar file, which holds the current peer information.
Change the GridConfig.126.96.36.199_[TIMESTAMP].roar
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
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
An adapter fails to return information to the running process.
Check the grid.log file for a more detailed error message.
For licensing reasons, the Remedy Action Request (AR) System server prevents a user from accessing the same server instance from multiple client systems. This error occurs when a Remedy AR System adapter uses logon credentials that are concurrently used by other adapters or Remedy AR System clients running on other systems.
Use one of the following responses:
The Windows Command adapter tries to log on.
Verify that the logon credentials used for the connection have
Errors in BMC Atrium Orchestrator Development Studio
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.
BMC Atrium Orchestrator Development Studio does not have permission to access its components.
Right-click the BMC Atrium Orchestrator
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
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
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
The $STUDIO_HOME\server or server.xml file does not exist.
For a new installation of BMC Atrium Orchestrator
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
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.
This error occurs for one of the following reasons:
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.
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.
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.
The server where the command is being executed by using the SSH adapter requires a prompt.
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:
Errors in Grid Manager
There is a Switch statement in the module with no cases for one of the following reasons:
In the first case, modify the rules.xml file to remove the stand-alone
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:
Errors in BMC Atrium Single Sign-On
BMC Atrium Single Sign-On is not supported for use with BMC Atrium Orchestrator Platform 7.9.01 and later versions.
|Message text||Explanation||User response|
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).