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BMC Remedy Mid Tier troubleshooting tips

This topic describes the following troubleshooting tips for mid tier:

Troubleshooting Java SDK on Windows

If you have a valid Java SDK installed, but the mid tier installer warns you that the SDK is not found or is not valid, the registry information for Java SDK might be corrupt. To fix the problem, simply uninstall and reinstall the Java SDK. Then, run the mid tier installer again.


Some web environments such as WebSphere or Oracle AS might install their own Java SDK that is not registered globally, thus the mid-tier installer might report that no Java SDK was found. If this is the case, you can ignore the error message and continue installing the mid tier.

Apache on Linux — Changing the group ID value

You might receive the following security-related error message when you install the mid tier on Linux with Apache:

chgrp: invalid group name '#-1'
Error running the following command
chgrp -R #-1 /usr/ar/mid-tier
You will need to manually run this command after the installation has completed. See the install log /use/tmp/mt_install.log for details.

If you see this error, enter the correct web server group ID in the Group line of the httpd.conf file, located in the Apache installation directory. If you do not make this change, you will be unable to save changes you make to the Mid Tier Configuration Tool settings. Obtain the correct group ID from your web server administrator.

Tomcat with IIS — ISAPI filter is not created

When you install the mid tier with Tomcat Windows with IIS, the ISAPI filter might not get created in the IIS manager. If this occurs, you cannot start the BMC Remedy Mid Tier Configuration Tool.

To resolve the problem:

  1. In Windows, open the Internet Information Services (IIS) Manager.
  2. Verify that all the following entries appear:
    • ISAPI filter - Default Web Site properties
    • Jakarta virtual directory
    • Jakarta Web Service Extensions
  3. If any of the entries does not appear, add the missing entries to the IIS manager manually.

Running Tomcat on a UNIX server

If you try to run Tomcat on a UNIX server after installing the mid tier, and you receive an error message or the mid tier does not start, refer to the log file in the tomcat/logs directory. If you find incompatibility errors for the Java version, check the JRE_HOME variable. It might be pointing to an older version.

For the latest, most complete information about what is officially supported, see  Compatibility matrix  in the BMC Remedy ITSM Deployemnt online docuementation.

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