Upgrade issues for Infrastructure Management

Sometimes changes between the earlier versions and the current version can cause issues or changes with thresholds, the user interface, and reports.

For other upgrade issues, see  Known and corrected issues Open link .

The following table provides potential upgrade issues with thresholds, the user interface, or reports,  and also provides workarounds for these issues:

Restoring the earlier version of TrueSight Infrastructure Management server if the upgrade fails

When you upgrade the TrueSight Infrastructure Management server to TrueSight Infrastructure Management, the installer automatically backs up the installation and configuration files of the earlier TrueSight Infrastructure Management installation in the <installation directory>11.x folder, where x is the version number from which you are upgrading. For example, TrueSight11.0.

Similarly, when you upgrade from ProactiveNet to TrueSight Infrastructure Management 11.0, the installer automatically backs up the installation and configuration files in the <installation directory>9.6.x  folder. For example, ProactiveNet9.6.00.002.

However, the SAP SQL Anywhere and Cell database files are not copied into the folder. BMC recommends that you back up the SAP SQL Anywhere and Cell database files before upgrading the TrueSight Infrastructure Management server. For information about backing up the SAP SQL Anywhere database and the cell configuration files, see Preparing to upgrade Infrastructure Management.

If the upgrade fails, complete the following tasks to restore the last working version of TrueSight Management Server:

  1. Make sure all the processes are stopped.
  2. Rename the current <installation directory>  folder to <installation directory>_bad.
  3. Rename <installation directory>11.x folder to <installation directory>.
    For example, rename TrueSight11.0 to TrueSight.
  4. Perform the following tasks:
    • Copy the SAP SQL Anywhere and cell database files that you backed up earlier.
    • Ensure that system environment variables such as BMC_PROACTIVENET_HOMEMCELL_HOME, and point to the renamed folder.
    • In the renamed folder, copy the BPPMServerInstalledConfiguration.xml file that you backed up before starting the upgrade process.
    • Remove the upgrade entry from the ProductRegistry.xml file. Ensure that the file contains the correct entry of the previously installed version.
    • For Windows, ensure that the registry entry points to the renamed folder, and it contains the correct entry of the previously installed version

A java.lang.NumberFormatException appears after upgrade

The pw\custom\pronet.conf file does not end with a new line.

User Response:
Open the pw\custom\pronet.conf file, and add a new line at the end. (Press Enter.)

Reusing customized local actions after upgrading

You can reuse customized local actions after upgrading TrueSight Infrastructure Management server.

User Response:
You can reuse customized local actions by completing one of the following procedures:
Procedure 1

  1. Extract the localactions.jar file from the location to which you copied it during the upgrade.
  2. Open the LocalAction.xml file and copy all customized local actions to installationDirectory\tomcat\webapps\localaction\localactions.jar. When copying customized local actions, replace all the <Role> tags with the <UserGroup> tag. Change the values of roles to groups because from this version of TrueSight Infrastructure Management, permission to access any local action depends on user groups.
  3. Run the pw system start command to restart the TrueSight Infrastructure Management server.

    Procedure 2
    1. Backup the localactions.jar file from the installationDirectory\tomcat\webapps\localaction.

    2. Copy the localactions.jar file from the location to which you copied it during the upgrade, and save it in the inatallationDirectory\tomcat\webapps\localaction location.

    3. Open installationDirectory\custom\conf\pronet.conf and add the following property: collectorPermissionBasedOn=2

    4. Run the following command on the client system to delete the .jar files related to the earlier versions of local actions:
    javaws -viewer

Validation error message as 'More swap space required'


During upgrade, the installer validates the swap space and if there is less swap space as compared to the recommended space, the installer throws the validation error message as 'More swap space required'.

User Response:
Increase the swap space and run the upgrade again. For more information, refer the following documentation:

  • (Windows)  Microsoft Windows Open link
  • (Linux)  Red Hat Enterprise Linux Open link

Integration Service is stopped after the TrueSight Infrastructure Management installation

When the TrueSight Infrastructure Management server and the Integration Service are installed o n a same Linux computer,  after you upgrade the TrueSight Infrastructure Management  server, the Integration Service is stopped. You must start the Integration Service manually.

While upgrading the TrueSight Infrastructure Management server on Linux, the console displays an exception

When you upgrade TrueSight Infrastructure Management on a Linux computer, 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.

Troubleshooting problems faced while migrating data from ProactiveNet to TrueSight Presentation Server

After running the migration utility, it is possible that you find some data, such as policies, users, and deployable packages were not migrated. In this scenario, you can detect the exact problem in the log files located at <Infrastructure-Management-Installation-Directory>\pw\pronto\lib\Datamigrator\logs.

Additionally, you can use the suggested solutions described in following table.

ScenarioLog messageCause and suggested solutions
If the policy and threshold information (including timeframes, Integration Service clusters) is not migrated correctly 
404 not found

Cause: The Integration Service is not running.

Solution: Ensure that the Integration Service is up and running.

401 unauthorized access

Cause: Either Remedy Single Sign-On is not running or it is not integrated with TrueSight Presentation Server, or both.

Solution: Ensure that Remedy Single Sign-On is up and running and is integrated with Presentation Server.

400 bad request

Cause: The repository, single solution, or custom solution used with ProactiveNet does not exist on Presentation Server.

Solution: Ensure that the repository, single solution, or custom solution used with ProactiveNet is imported on Presentation Server.

403 forbidden request

Cause: User group associated with the policy does not have permissions for creating or updating policies.

Solution: Go to Presentation Server, locate the user groups, and then provide the required permissions.

Note: After performing the preceding solutions, ensure that you rerun the migration commands.

For more information, see Migrating data from ProactiveNet.

If users and user groups are not migrated correctly409 conflict

Cause: There might be some users or user groups with the same name as users or user groups existing on Presentation Server

Solution: Consider renaming the users and user groups on Presentation Server and then rerun the migration commands.

For more information about running the migration commands, see Migrating data from ProactiveNet.

JBoss service does not start


When you upgrade the TrueSight Infrastructure Management server, the JBoss service does not start.

User response

After upgrading the TrueSight Infrastructure Management server, ping the local host and make sure that it is available. For example, if you are using the IPv6 protocol on Linux, use the ping6 command to make sure that the local host is available.

TrueSight Infrastructure Management upgrade process stops abruptly on a Windows computer

On a Windows computer, upgrading TrueSight Infrastructure Management without stopping the custom cells in your environment can result in some installation files getting locked. As a result, the upgrade process stops and you are unable to rerun the upgrade.

Solution: Perform the following steps:

  1. Click  Start  >  Run , type  regedit , and click  OK .
  2. Locate and click the HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\BPPMServer registry key.
  3. In the right pane, locate all the values that contain TrueSight Infrastructure Management as part of the installation directory path (in the data) and modify them to remove the TrueSight Infrastructure Management reference.


    Suppose the InstallLocation value displays the data as C:\Program Files\BMC Software\TrueSight11.0. In this scenario. modify the InstallLocation value to display the data as C:\Program Files\BMC Software\TrueSight.

  4. Run the pw system stop command to stop the TrueSight Infrastructure Management server.
  5. Rerun the upgrade.

Cannot log in to TrueSight Infrastructure Management server after upgrade

After you upgrade the TrueSight Infrastructure Management server, you cannot log in. This might happen because after the upgrade, the default realm in the Solution Administrator authorization profile or any other authorization profile is not updated. The default realm remains BMCRealm.


Update the authorization profile with the default realm, and add the Administrators user group of the default Realm in Remedy Single-Sign On (RSSO).

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