Infrastructure Management installation and uninstallation issues

This section provides details about issues that you encounter during installation or upgrade. Installation can fail because of these issues. Some of these issues might occur after installation, due to errors that occur during installation.

Email alerts are not working

You are not receiving email alerts. 

The email settings on your computer are not configured to receive alerts from administrator. 

Review the email settings and configure your computer to receive email messages from administrator.

Required libraries for msend are missing for the Integration Service on Linux systems

The libraries required for msend are missing. 

This error occurs when required libraries for msend are missing (for example, libstdc++.so.6 and libgcc_s.so.1). 
To correct this issue, perform the following actions: 

  1. Set LD_LIBRARY_PATH to point to installationDirectory/pw/server/bin
  2. To use LD_LIBRARY_PATH, set it as an environment variable. 

    In bash: 
    $ export LD_LIBRARY_PATH=/usr/local/lib:$LD_LIBRARY_PATH 

    In csh: 
    > setenv LD_LIBRARY_PATH /usr/local/lib:$LD_LIBRARY_PATH

Cleaning up the operating system when the installation fails

If the installation fails, perform the following steps for cleaning up the operating system:

  1. Back up the ProductRegistry.xml file. 
    The file is located in the following directory, depending on your operating system:
    • (Microsoft WindowsC:\Windows\
    • (Linux/opt/bmc/
  2. Run the uninstaller to uninstall the Infrastructure Management Server. If the uninstaller was not created due to failed install, perform the steps provided in Uninstaller not created.
  3. Remove the Infrastructure Management folder from the computer.

Uninstaller not created

If the uninstaller was not created due to failed install, perform the following steps depending on your operating system:

  1. (Microsoft Windows and Linux) Remove the entire directory where the Infrastructure Management Server server is installed. 
  2. (Microsoft Windows) Remove the services that were deployed on the server.
    • BMC TrueSight Infrastructure Management Server
    • Publishing Server
    • Integration Service
    • Infrastructure Management Administration Manager
    • Infrastructure Management Impact Manager
    • BMC Event Adapters 
  3. (Microsoft Windows) Remove the registry values using regedit. 
    1. Search for registry entries created for bppm and remove them.
    2. Search for registry entries created for bmc software and remove them.
    3. Search for registry entries created for Infrastructure Management and remove them.
    4. Search for registry entries created for IntegrationService and remove them.

    5. Search for registry entries created for centraladmin and remove them.

    6. Search for registry entries created for pns and remove them.

  4. (Microsoft Windows and Linux) Remove the following environment variables: 

    • BMC_PROACTIVENET_HOME

    • BPPM_SERVER_HOME

    • CATALINA_HOME

    • IBRSD_HOME

    • JAVA_HOME

    • MCELL_HOME

    • PnAdminPath

    • PnServerPath

    • ProActiveServerPath

  5. (Microsoft Windows) Edit the PATH environment variable and remove the entries related to the Infrastructure Management Server and PERL, if any.

Apache service is not installed automatically in high availability (HA) mode

On a Windows Server 2012 computer, after a successful installation of BMC TrueSight Infrastructure Management Server in high availability mode, the Apache service is not installed automatically.

Workaround:

  1. On the primary server, open a command prompt.
  2. Go to the <installation directory>\pw\apache\bin\ directory and run the following command:

    httpd.exe -k install -n "ProactiveNetApache"

    The Apache service is created.
  3. Restart the BMC TrueSight Infrastructure Management Server.

Crontab entries are missing

On a SUSE Linux computer, while installing or upgrading Infrastructure Management, you get a warning message indicating that some crontab entries are missing.

Workaround: You need to add the required crontab entries manually or by running the CreateCrontabEntries.sh script (recommended) as described in the following sections. If you find that running the script or manually adding the crontab entries does not work, contact your system administrator.

Adding the crontab entries by running a script

  1. Identify the Infrastructure Management Server crontab entries by using the crontab -l command and check for all entries between the lines # begin_pronto and # end_pronto
  2. Open the command prompt and access the <installDirectory>\pw\scripts folder.
  3. Run the CreateCrontabEntries.sh solaris <Database> command.
    In the preceding command syntax, <Database> can be Oracle or Sybase.
    Example: CreateCrontabEntries.sh solaris Oracle
  4. Verify if the required crontab entries are created.

Manually adding the crontab entries

Sometimes even after running the CreateCrontabEntries.sh script, it is possible that the crontab entries are not created. In this scenario, you can manually add the crontab entries by performing these steps.

  1. Run the crontab -e command.
    This command opens the text editor that is set for your system environment.
  2. Based on the database type, add the following entries:

    For Sybase database

    # add empty line by TrueSight
    #
    begin_pronto – DO NOT DELETE THIS LINE !
    #
    the following entry is added for BMC TrueSight
    Changed on Thu Aug 10 09:40:08 CDT 2017
    #
    #
    15 * * * * /usr/pw/pronto/bin/hourlyjobs > /usr/pw/pronto/tmp/hrjob.log 2>&1
    30 3 * * 1-6 /usr/pw/pronto/bin/dailyjobs hosts > /usr/pw/pronto/tmp/dajob$$.log 2>&1
    30 4 * * 0 /usr/pw/pronto/bin/weeklyjobs hosts > /usr/pw/pronto/tmp/wkjob$$.log 2>&1
    30 5 * * 0 /usr/pw/pronto/bin/dbarchive > /usr/pw/pronto/tmp/dbarchive6792.log 2>&1
    0,15,30,45 * * * * /usr/pw/pronto/bin/check_pronetprocs > /usr/pw/pronto/tmp/check_pronetprocs.log 2>&1
    30 5 * * 0 /usr/pw/pronto/bin/imDataBackup > /usr/pw/pronto/tmp/imDbBackup.log 2>&1
    30 3 * * 1-6 /usr/pw/pronto/bin/imDataBackupDaily > /usr/pw/pronto/tmp/imDbBackupDaily.log 2>&1
    0 * * * * /usr/pw/pronto/bin/imStatusChk > /usr/pw/pronto/tmp/imStatusCheck.log 2>&1
    end_pronto – DO NOT DELETE THIS LINE !

    For Oracle database

    # add empty line by TrueSight
    #
    begin_pronto – DO NOT DELETE THIS LINE !
    #
    the following entry is added for BMC TrueSight
    Changed on Thu Aug 10 09:40:08 CDT 2017
    #
    #
    15 * * * * /usr/pw/pronto/bin/hourlyjobs > /usr/pw/pronto/tmp/hrjob.log 2>&1
    30 3 * * 1-6 /usr/pw/pronto/bin/dailyjobs hosts > /usr/pw/pronto/tmp/dajob$$.log 2>&1
    30 4 * * 0 /usr/pw/pronto/bin/weeklyjobs hosts > /usr/pw/pronto/tmp/wkjob$$.log 2>&1
    0,15,30,45 * * * * /usr/pw/pronto/bin/check_pronetprocs > /usr/pw/pronto/tmp/check_pronetprocs.log 2>&1
    30 5 * * 0 /usr/pw/pronto/bin/imDataBackup > /usr/pw/pronto/tmp/imDbBackup.log 2>&1
    30 3 * * 1-6 /usr/pw/pronto/bin/imDataBackupDaily > /usr/pw/pronto/tmp/imDbBackupDaily.log 2>&1
    0 * * * * /usr/pw/pronto/bin/imStatusChk > /usr/pw/pronto/tmp/imStatusCheck.log 2>&1
    end_pronto – DO NOT DELETE THIS LINE !


  3. Saved the contents by running the command, :wq.
  4. Verify if the required crontab entries are created.

Verifying if the required crontab entries exist

Run the crontab -l command to verify if the crontab entries are created.

Host <hostname> is not an active hostname

If port 7 is blocked by firewall on the remote host, where the communicating component (Oracle, CMDB host, Presentation Server, etc) is installed, the TrueSight Infrastructure Management installer displays the error as Host <hostname> is not an active hostname

Examples: 

CMDB Host <hostname> is not an active hostname 
Or 
INVALID_ORACLE_HOSTNAME

To resolve this issue, perform any of the following: 

  • Open port 7 on the remote host
  • If you cannot open port 7 due to security constraints, run the TrueSight Infrastructure Management installer with the following command line option:

Install.cmd -J SKIP_PING_VALIDATION_ERROR=true

Windows could not start the service

On a Windows computer, when you restart the Infrastructure Management Server, access services.msc to check whether the Infrastructure Management Server service is started. It might display the following warning message though the service is already started:

Windows could not start the BMC TrueSight Infrastructure Management service on Local computer. 

You can ignore this message.

While installing the Infrastructure Management Server on Linux, the console displays an exception

On a Linux computer, when you install the Infrastructure Management server, the console displays the following exception:

Exception in thread "AWT-EventQueue-0" java.lang.ClassCastException: sun.awt.image.BufImgSurfaceData cannot be cast to sun.java2d.xr.XRSurfaceData
at sun.java2d.xr.XRPMBlitLoops.cacheToTmpSurface(XRPMBlitLoops.java:145)
at sun.java2d.xr.XrSwToPMBlit.Blit(XRPMBlitLoops.java:353)

This exception is displayed due to a known JRE issue. You can ignore it.

Login to the Infrastructure Management Server from the remote administrator console fails when deployed on IPv6

While trying to log into the Infrastructure Management Server from the remote administrator console when both of them are deployed on IPv6, the console fails to login and displays the exception. 

To resolve this issue, perform the following:

  1. Add the entry for the IP address or hostname of the Infrastructure Management Server host in the pw/custom/conf/pronet.conf file:

    pronet.rmi.server.hostname=<hostname>.ipv6.bmc.com 
    or 
    pronet.rmi.server.hostname=[<IPv6 address>]
  2. Restart the Infrastructure Management Server.
  3. Restart the Presentation Server to resolve the ‘Initialization Error’ issue for the Infrastructure Management Server component.

Unable to delete uninstaller directory error message

During an upgrade of Infrastructure Management, the server install log returns a Unable to delete uninstaller directory warning message. You can ignore this warning. CRE-1419

Installation does not proceed on Linux systems

The TrueSight Infrastructure Management Server installation on a Linux computer might not proceed because the jserver process does not start.

Solution

Add the following values in the /etc/security/limits.conf file:

<username> hard nofile 4096
<username> soft nofile 4096
<username> soft nproc unlimited

Installation fails at the disk space validation stage on Windows systems

On Windows 2008 R2 64-bit systems, a fresh installation of the TrueSight Infrastructure Management Server or Integration Service fails at the disk space validation stage, even though there is sufficient disk space.

Solution

  1. Launch the installation utility.
  2. Copy the contents of the ostools.zip file to the  %temp%\Utilities\bin\ostool folder.
  3. Proceed with the installation.
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