Troubleshooting the deployment of packages

While deploying packages, it is possible that you run into errors. You can troubleshoot these problems by viewing the PATROL Agent details at the following locations on the Configuration > Managed Devices page.

  • Click the Deploy Status icon next to the Agent for which you want to view more details.
  • From the main action menu (at the top of the page), select View Deployment and Installation Summary, and then click on a value under the PATROL Agents Applied To column. 

The following sections describe some of the scenarios that you can troubleshoot.

Mismatched checksum and missing chunks errors

Administrators can use packages to install and upgrade monitoring solutions to BMC PATROL Agents. The deployable package is copied to the file system of the Integration Service and target PATROL Agents. It is subsequently extracted and installed on the target PATROL Agents.

In addition to existing package validations, the following validations are performed:

  • The checksum for the chunks in the package is validated in the file system of the Integration Service and PATROL Agents. If the checksum validation for one or more chunks in the package fails, the package deployment does not proceed, and the following message is displayed.
    • Checksum mismatch : <chunk filename> on PATROL agent
  • The presence of chunks is validated in the file system of the PATROL Agent. If chunks are missing from the package, the deployment does not proceed, and the following message is displayed.
    • Chunk missing : <chunk filename> on PATROL agent


Reinitialize the deploy and install process to get a new copy of the package for deployment. For more information, see Deploying packages to PATROL Agents using the TrueSight console.

Security certificate not found error message

From the Deployment and Installation Summary page, the PATROL Agent Details page displays a Security certificate not found on the Integration Service error message.


Ensure that the same certificate is present on both the Presentation Server and the Integration Service host. Perform the following steps for all instances of the Integration Service on the same or on any other computer.

  1. Log on to the host computer where the Presentation Server is installed.

  2. The keytool utility that is used to generate and import the certificates is present in the <TrueSight Presentation Server Installation Directory>\jre\bin directory. Add this directory path to the PATH environment variable by running the following command:

    • UNIX: export PATH=$PATH:$TRUESIGHTPSERVER_HOME/truesightpserver/modules/jre/bin/

    • Windows: set PATH=%PATH%;%TRUESIGHTPSERVER_HOME%\truesightpserver\modules\jre\bin

  3. Run the keytool command as follows:
    keytool -export -alias truesightserver -file <filename.cer> -keystore $TRUESIGHTPSERVER_HOME/truesightpserver/conf/secure/loginvault.ks -storepass changeit

    • UNIX: keytool -export -alias truesightserver -file truesight.cer -keystore $TRUESIGHTPSERVER_HOME/truesightpserver/conf/secure/loginvault.ks -storepass changeit

    • Windows: keytool.exe -export -alias truesightserver -file truesight.cer -keystore %TRUESIGHTPSERVER_HOME%\truesightpserver\conf\secure\loginvault.ks -storepass changeit

  4. Copy the truesight.cer file that is generated at the following temporary location on the Integration Service System:

    • UNIX: /tmp

    • Windows: C:\temp

  5. The steps for updating the system PATH environment variable must be added to be executed on the system where Integration Service is installed. Add the directory path to the PATH environment variable by running one of the following commands:

    • Remote IS
      UNIX: export PATH=$PATH:$BPPM_AGENT_HOME/Agent/jre/bin/
      Windows: set PATH=%PATH%;%BPPM_AGENT_HOME%\Agent\jre\bin 

    • Local IS
      Unix: export PATH=$PATH:$BPPM_SERVER_HOME/pw/jre/bin/
      Windows: set PATH=%PATH%;%BPPM_SERVER_HOME%\pw\jre\bin

  6. On the Integration Service server, use the keytool -importcert -alias <aliasname> -file <cert file location> -keystore "<keystore location>" -storepass changeit
    command to import the certificate in one of the following folders:

    • Remote IS: <installation_directory>/TSIMAgent/Agent/jre/lib/security/cacerts
      UNIX: keytool -importcert -alias truesightserver -file /tmp/truesight.cer -keystore "$BPPM_AGENT_HOME/Agent/jre/lib/security/cacerts" -storepass changeit
      Windows: keytool.exe -importcert -alias truesightserver -file C:\temp\truesight.cer -keystore "%BPPM_AGENT_HOME%\Agent\jre\lib\security\cacerts" -storepass changeit

    • Local IS: <installation_directory>/TrueSight/pw/jre/lib/security/cacerts
      Unix: keytool -importcert -alias truesightserver -file /tmp/truesight.cer -keystore "$BPPM_SERVER_HOME/pw/jre/lib/security/cacerts" -storepass changeit
      Windows: keytool.exe -importcert -alias truesightserver -file C:\temp\truesight.cer -keystore "%BPPM_SERVER_HOME%\pw\jre\lib\security\cacerts" -storepass changeit

  7. For Unix, perform the following steps to restart the Integration Service:

    1. Open the Command Prompt.

    2. Navigate to one of the following directories:

      • Remote IS: $BPPM_AGENT_HOME/Agent/pronto/bin

      • Local IS: $BPPM_SERVER_HOME/pw/pronto/bin

    3. Execute the following commands to restart the Integration Service
      ./pw is stop
      ./pw is start

  8. For Windows, restart the Integration Service [ProNetAgent] by using Windows Services.

Deploying packages to PATROL Agents running on IBM AIX fails 

When you deploy a package to a PATROL Agent running on IBM AIX, it fails. The RunSilentInstall log file contains the following error:

ERROR: PatrolAgent Cannot bind to RT Server -  tcp:localhost:2059 smux bind failure: Address already in use
/opt/bmc/PatrolAgent/Patrol3//AIX7.1-64/bin/snmpmagt: error processing configuration The installation completed successfully.


  1. Before deploying the package, stop the SNMP daemon by running the following command:
    stopsrc -s snmpd
  2. Deploy the package.
  3. Start the SNMP daemon by running the following command:
    startsrc -s snmpd

Deploying packages to PATROL Agents fails due to incorrect host name reference

In certain environments, deploying packages to PATROL Agents might fail due to an incorrect Presentation Server host name reference.

Use the Presentation Server external alias instead. Ensure that this host name is accessible from the Integration Service.

  1. Run the following command from the <Presentation Server installation directory>\truesightpserver\bin folder:
    tssh properties set CHUNK_URL_HOSTNAME <external_alias>
  2. Run the following command to apply the updated setting:
    tssh properties reload

Upgrading PATROL Agents fails because the PATROL Agent directory is not found

The upgrade process of the PATROL Agent might fail with the following reason:

PATROL Agent installation directory not found.


Restart the PATROL Agent and trigger the deployment again.

Newly introduced monitoring attributes of the upgraded knowledge module are not reflected properly in the TrueSight console

When a Knowledge Module is upgraded, the newly introduced monitoring attributes of the upgraded version of the Knowledge Module are not reflected in the TrueSight console. The status of these monitoring attributes is displayed as inactive. 


  1. Stop the Infrastructure Management server.
  2. Start the database process by running the command pw p s dbsrv
  3. Ensure that the database server is up and running by running the command pw p l
  4. Run the following command at the pw command prompt as shown in the following code block:


    runjava scripts.InitMonitors -d "<Infrastructure Management server Install Directory>\pw\monitors\monitors\<MONITOR_DIR>"


    runjava scripts.InitMonitors -d "D:\BMC Software\ProactiveNet\pw\monitors\monitors\_PATROL__UNIX_OS_CPU"

  5. Repeat steps 1-4 for all the newly introduced monitoring attributes by replacing the MONITOR_DIR path with respective directory path.

  6. Restart the Infrastructure Management server and verify.

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