BMC CMDB widget error messages

The login credentials that you specified for the Mid Tier might be incorrect.

1. From the Start menu, click Programs > Action Request System > BMC Remedy Mid Tier > Configure ARSYSTEM on localhost.
2. Enter the password in the Remedy Mid Tier - Configuration Tool login window.
3. Click the Remedy AR System server Settings link.
4. Select DELETE/EDIT for your server in the Remedy AR System server Settings table and click Edit.
   Enter your mid tier administrator password in the Admin Password field.
   The password you specify in this window must match with the password in the Connections Settings tab of the Remedy Action Request System Administration: Server Information form.
5. For more information about configuring mid tier password settings, see Changing the mid tier configuration password.

This error might occur if you did not specify the correct password or Data Visualization Module server name in the mid tier, or if you did not install BMC CMDB on the Data Visualization server.

• If no server name is specified in the error message, provide a server name in the Data Visualization Module Server (s) field on the General Settings page in the Remedy Mid Tier Configuration Tool.
• Make sure that BMC CMDB is installed on the server that you specified in the Data Visualization Module Server (s) field.

1. Log in to Remedy Mid Tier by using your AR credentials
2. Open the Data Visualization System Files form.
3. In the Data Visualization System Files form, create an entry by entering the information in the following fields:
   • Name = cmdbapi91.jar
   • Description = CMDB Java API
   • Status = Active
   • Platform = All
   • Version = 9.1.00
4. Click Add to attach the cmdbapi91.jar available at ..\..\..\AtriumCore\cmdb\sdk64\bin
5. Click Save.
6. Restart Remedy Mid Tier.
7. Check the <security-constraint> tag in web.xml.
   This is to check Flash logs for errors as one of the causes for the error can be due to addition of security constraint in web.xml.

This error might occur when Remedy Mid Tier is incorrectly installed.

1. Confirm that you can access the following 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 Remedy Flashboards is working.
   If a Server Not Found or Page Not Found error message is generated when you access the BMC CMDB Console, confirm that you have installed the mid tier correctly. You must resolve this error before you proceed to the next step.
4. To confirm that the Atrium Widgets are working, perform the following steps:
   1. Log in to BMC Atrium Core Console.
      If an error is generated when opening BMC Atrium Core Console, see the other error messages in this topic.
   2. In the navigation pane, click Application Launcher > Explorer > Classes.
      You must be able to view the list of CI classes in the navigation pane.

General troubleshooting for the Remedy Mid Tier.

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.
   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 — Select NewAtlanta > Administration and confirm that the ARSYS application is installed.
   2. Apache Tomcat — On your Windows computer, navigate to Control Panel and 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 cannot see this file, reinstall the Mid Tier and the Apache Tomcat application server.

3. Open any of the Atrium widgets to verify that the widgets are working.
   If the CMDB Explorer is not working, see Troubleshooting CMDB Explorer related issues for troubleshooting steps.

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.

Perform the following steps to resolve this issue:

• If Mid Tier Tomcat is SSL enabled and AR Jetty is not SSL enabled, you must configure SSL on AR Jetty.
  You can enable SSL for any server by using either a proxy server or a load balancer. If Mid Tier Tomcat has a load balancer in place, then you must ensure that the AR Jetty also has a load balancer.

• In the AR Centralize Configurations, check whether the value of the Redirect-URL field contains the correct Jetty URL.
  If Jetty is behind a load balancer, then the redirect URL should contain the load balancer URL.
  For more information about configuring the Redirect-URL field, see Configuring the URL to access CMDB Portal through Mid Tier.