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

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Troubleshooting the Pentaho plug-in

When using Pentaho, you might face some Pentaho plug-in issues. Use this information to identify and resolve common Pentaho plug-in issues. You can also refer to these troubleshooting steps if the Unified Data Management (UDM) job stops immediately after it starts loading or if there are plug-in errors while running the Atrium Integrator job.

Atrium Integrator or UDM jobs run on the Pentaho plug-in. The Pentaho plug-in should be properly configured and error-free for proper functioning of the Atrium Integrator or UDM jobs.

Diagnosing and reporting process

The diagnosing and reporting process consists of the following high-level steps:

  1. You must first identify the symptoms and scope of the issue.
  2. Use the troubleshooting instructions to diagnose and resolve the issue.
  3. Create a BMC support case if required. 

Issue symptoms

You might observe the following symptoms whenever there is an issue with the Pentaho plug-in:

  • Out-of-the-box or custom Atrium Integrator jobs are not visible in the Atrium Integrator console.
  • Jobs from the Atrium Integrator console stop or generate errors.
  • The UDM job stops when it is loading.
  • There are Pentaho plug-in errors in the arjavaplugin.log or arcarte.log files.
    For example, the following error appears in the arjavaplugin.log file:
    createEntry() FAILs in plugin: ARSYS.ARDBC.PENTAHO ERROR (8753): Error in plugin;

Diagnosing and reporting an issue


Troubleshooting the plug-in configuration

  1. Log in to the Remedy AR System server.
  2. Use the following direct access URL to open the BMC.CORE.CONFIG:BMC_UIComponent form: 
  3. Make sure the server name and port name in the UDM:Config form and the armonitor.cfg file are the same.
    The default Carte server port is 20000. 
    The UDM:Config form

    The armonitor.cfg file


    If you change the server name and the port in the UDM:Config form, you must also make these changes in the armonitor.cfg file.

  4. Check whether the Pentaho plug-in is running by performaing the following steps: 
    1. In the Task Manager, check whether the data integration server process is running.
    2. In the Task Manager, add the column Command line to see the complete java path.
      If you cannot see diserver java in the processes, it indicates that the process is not initialized.
  5. In the armonitor.cfg file, make sure that diserver java is not commented out.
  6. Open the Kettle slave server page from the Remedy AR System server or any client machine by using the complete server name and port number in the URL. 
    For example, http://serverName:20000.
    If you are able to see the page as shown in the following image, it indicates that the Kettle server is running.

  7. Open command prompt on the Kettle server, and run the following command on the Kettle server port: 

netstat -an | findstr "portNumber"


Enabling Debug level logs for Pentaho plug-in

After correcting the configuration of the Pentaho plug-in,  if you still see any issues with plug-in initialization, you must enable debug level logs for the Pentaho plug-in. You can enable logs for the Pentaho plug-in on the Plugin Server Configuration form in the AR System Administration console.

  1. In the Remedy AR System Home page, select AR System Administration > AR System Administration Console > System > General > Centralized Configuration.

  2. On the Plugin Server Configuration form, from the 
  3. On the Plugin Server Configuration tab, in the Logging Configurations area, from the Log Level listselect DEBUG.
  4. Click Apply
    The arjavaplugin.log file generates the debug logs for the Pentaho plug-in.

Resolutions for common issues

IssueKnowledge Article number

The Data Integration (DI) server or Carte server process is not running.


The following error is written to the AR Carte server logs after deleting Atrium Integrator or UDM job:
ERROR (8753): Error in plugin; Invalid Execution Instance. Execution Instance


Running Atrium Integrator or UDM job generates the following error in the log:
java.lang.OutOfMemoryError: Java heap space


The plug-in writes the following error in arjavaplugin.log:
390620 : Error in plugin : ARSYS.ARDBC.PENTAHO Java heap space (ARERR 8753)


The following error appears in different log files:
8760 Cannot establish a network connection to the AR Server Plug-in server. fqdn:port

The UDM Job writes the following error in the arerror.log file:
Plug-in error : There was an error posting the job on the Carte Server serverName
Issues while Job Console DMT UDM loads.000365114

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