This documentation supports the 9.1 to 9.1 Service Pack 3 version and its patches of BMC Atrium Core. The documentation for version 9.1.04 and its patches is available here.

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BMC Atrium CMDB installation issues

This topic provides information about BMC Atrium Configuration Management Database (BMC Atrium CMDB) installation issues, such as, the errors to search for in the error log file, how to enable SQL and API logging, and the steps to perform to determine any Normalization Engine issues.

To troubleshoot BMC Atrium CMDB installation issues

  1. Examine the logs in the BMCAtriumCoreInstallationDirectory/Logs directory.
    If an error occurred when importing a particular file, a message is written to the applicationName_error.log file (for example, BMCAtriumCMDB_error.log ). The message indicates the reason for the import failure.
  2. In the BMCAtriumCMDB_error.log file, note the timestamp of a failure entry, then sort by Timestamp to view the entries immediately preceding that failure in chronological order.
    If the installation error was caused by cmdbdriver, the command that triggered the installation error might appear two or three lines before the Severe failure entry.
  3. Examine the arerror.log for issues with the server. For more information about arerror.log, see AR System server logging.
  4. If the error message in the log does not describe the issue, enable SQL and API logging and import the .DEF file again to reproduce the error with additional information.
    You can enable the API and SQL logging options from the AR System Administration: Server Information Log Files tab. On Microsoft Windows, these logging options create the log files under the Program Files\AR System\<serverName>\AR Server\db subdirectory of your installation directory by default. On UNIX, they are created under serverInstallationDirectory/<serverName>/db. You can change their file names and location at any time.
  5. If any cmdbdriver commands failed during the installation, perform the following steps:
    1. For UNIX, set the library path to the rik folder.
    2. Run the command that triggered the installation error.
    3. Remove the double quotes from RIK/driver/CMDBdriver.
    4. In the -p not_displayed command, replace the not_displayed parameter with the correct password.
    5. Examine the logs using the Maintenance Tool. Alternatively, examine the logs in the BMCAtriumCoreInstallationDirectory/Logs directory.
      If an error occurred when importing a particular file, a message is written to the applicationName_error.log file (for example, BMCAtriumCMDB_error.log). The message indicates the reason for the import failure.
  6. If the Normalization Engine API is not installed, perform the following steps:
    1. In the ar.cfg file, look for the Server-Plugin-Alias: BMC.FILTERAPI.NORM.ENGINE entry.
      If the entry is missing, the installation did not succeed.
    2. Run the BMC Atrium Core installer again.
  7. If the Normalization Engine plugin is not installed, perform the following steps:
    1. Verify that the ne folder exists in ROOT\Software\AtriumCore\<hostName>\CMDB\plugins.
      If the entry is missing, then the installation did not succeed.
    2. Run the BMC Atrium Core installer again.
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