BMC CMDB console and Atrium widget issues

The following topics provide troubleshooting information about issues related to the BMC CMDB Console and Atrium Widgets, such as CMDB Explorer and Atrium Query:

To resolve Atrium widget issues

1. Confirm whether you can access the following BMC Remedy Mid Tier URL from a browser.
   http://<midTierName>:<portNumber>/arsys
2. Verify that you can log in to the mid tier.
   If you receive an authentication error (ARERR 623), see BMC CMDB console or widget error messages. For additional mid tier troubleshooting steps, see Atrium widgets and the mid tier issues.
3. Make sure that BMC Remedy Flashboards is working.
   If a Server Not Found or Page Not Found error message is generated when you access the BMC Atrium Core Console, confirm whether you have installed the mid tier correctly. You must resolve this error before you proceed to the next step.
4. To verify that the Atrium Widgets are working, perform the following steps:
   1. Log in to the BMC Atrium Core Console.
      If an error is generated when opening the BMC Atrium Core Console, see BMC Atrium Core console or widget error messages.
   2. Click Application Launcher > Explorer > Classes from the navigation pane.
      You must be able to view the list of CI classes in the navigation pane.

To troubleshoot the mid tier

The following procedure provides the steps to resolve mid tier issues on a Windows computer.

For instructions about resolving mid tier issues on a UNIX computer, see  BMC Remedy Action Request System  Mid Tier information.

1. Make sure that the mid tier is installed.
   An entry for the BMC Remedy Mid Tier must appear in the Add/Remove programs list on your Windows computer.
2. Depending on the application server you are using for the mid tier, perform the following steps:
   1. ServletExec — Choose NewAtlanta > Administration and verify that the ARSYS application is installed.
   2. Apache Tomcat — From the Control Panel on your Windows computer, verify that the Apache Tomcat service is started.
      By default, this service uses port 8080. Perform the following steps to verify if Tomcat is set up correctly:
      • Type *http://server:8080* on your browser Address field. You should be able to view the application server home page.

      • Verify if you have an arsys.xml file installed in your apache-tomcat\conf\Catalina\localhost subdirectory. If you do not view this file, reinstall the mid tier and the Apache Tomcat application server.

        Tip

        To restart the application server, either stop the Apache Tomcat service or use Microsoft IIS administration to stop the ISAPI plug-in. ServletExec is usually installed as an ISAPI plug-in.

3. Launch any of the Atrium Widgets to verify that it is working.
   If the BMC CMDB Explorer is not working, see Troubleshooting CMDB Explorer related issues for troubleshooting steps.