This documentation supports the 20.08 version of BMC CMDB, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Issues and error messages in CMDB Portal and solutions


If the CMDB Portal displays error messages or shows unexpected behavior, the following solutions may help you address them.

Issues and possible solutions

Error message or IssueAction

ERROR (525): File is not allowed to be uploaded.

If any of your custom applications use the NE or NOE APIs, you must upgrade the API JAR files to BMC CMDB 21.05 compatible version. Download the following JAR files from BMC Electronic Product Distribution (EPD) site:

  • neapi101.jar
  • noeapi101.jar

You are not able to launch the CMDB Portal through Mid Tier.

You must check whether the redirect URL is as described in Configuring the URL to access CMDB Portal through Mid Tier.

You are not able to access CMDB Portal through Remedy SSO.

You must check whether the Remedy SSO configuration settings are correct. In Remedy SSO, select OAuth2 and ensure that the redirect URI for CMDB is in the following format: http://<host:port>/_rsso/oauth/callback.

For more information about configuration settings for Remedy SSO, see Configuring Remedy SSO for applications hosted on different domains Open link and Remedy SSO multitenancy Open link


You enter credentials to access CMDB Portal through Mid Tier and you see the CMDB login page.

You must ensure that Remedy SSO is configured correctly to the Jetty. For information, see Manually integrating Remedy Single Sign-On with Jetty server Open link .


You enter credentials to access CMDB Portal through Mid Tier and you see the Remedy SSO login page.

You must check your Remedy SSO configuration settings to make sure the domain name is set correctly in the realm settings in the Remedy SSO adminstration console. For information, see Manually integrating Remedy Single Sign-On with Jetty server Open link


The following error message is displayed:

Something went wrong. 

1. In your browser developer tools, open the Console tab by following keyboard shortcuts or menu paths.


Windows/LinuxMac
ChromeCtrl + Shift + J Command + Option + J
FirefoxCtrl + Shift + JCommand + Shift + J
IE9, IE10,
IE11
Tools >
F12 Developer Tools
>
Console tab
Tools >
F12 Developer Tools
>
Console tab


2. In the developer tools of your browser, click the Network tab to view the network activity and REST API calls.

3. View the API requests and responses in the network activity. 

4. Check for the following:

  • Environment related issues
  • Network outages
  • Database unavailability
  • Issues related to the browser UI

5. Share your findings with BMC Support.


The following error message is displayed:

Unknown http error.

  1. Navigate to the network tab in browser developer tools to view the network activity and REST API calls. Capture the request and response. 
  2. Open the browser console to check for messages.
  3. Check for the following:
    • Network accessibility
    • Whether the server is running
    • Whether the rest APIs are working as expected based on the CMDB Web Services log

If none of these have a problem, then contact Support.


When editing an instance, you cannot see links or edit relationshipsCheck the default web path and server name as mentioned in Configuring the URL to access CMDB Portal through Mid Tier.
Health and Integrity on the dashboard are not displayed.
The utility that collects dashboard data may be unresponsive.
The administrator must collect the dashboard utility logs and then contact Support.
Some screens such as statistics RE, NE jobs, data sources, and CI, show errors in status.Check whether the datasource utility is running, and match the count with the rest API.
The following error message is displayed:
You must configure the default webpath in midtier.
Check the default web path settings as described in Configuring the URL to access CMDB Portal through Mid Tier.

If you click a CI, CMDB displays a URL instead of opening it in CMDB Explorer.

Copy the URL and share it with Support.

The following error message is displayed:
Error while loading config from ar.cfg. Could not even log  utility run to run history form: java.lang NullPointerException at com.bmc.cmdb.ui.dashboard.util.SystemConfig.(SystemConfig.java:90

Occurs when you run the dashboard utility manually on CentOS.

Workaround: Set the 
BMC_AR_SERVER_HOME and BMC_AR_SYSTEM_HOME environment variables to <ARInstalled DirectoryLocation> .

The following error message is displayed: this.config is undefined.

Occurs sometimes on the Create Query for Dynamic Service Modeling page, when you refresh the page while creating a query. This error does not affect functionality. However, do not refresh the page while creating a query.


Newly configured CMDB Portal does not load and gives error: HTTP Status 404 - Not Found.

Occurs because the active link CMDB:LaunchCMDBConsole has a hardcoded URL that includes default Mid Tier context /arsys.

Workaround: Modify the active link manually with the correct Mid Tier context.


Related topics

Configuring the URL to access CMDB Portal through Mid Tier

Remedy Mid Tier logging Open link

FAQs and additional resources


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