This documentation supports the 19.02 version of Remedy Action Request System.

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

Troubleshooting when Developer Studio stops responding

When using Developer Studio, you might encounter certain issues such as Developer Studio stops responding while you perform the create or modify operations or you get the "Stack Overflow" error message. See the guidelines described here to troubleshoot when Developer Studio stops responding. Alternatively, you can create a BMC Support case.

Symptoms

  • Developer Studio stops responding while you perform the create or modify operations.
  • You get the "Out of Memory" or "Stack Overflow" error message.

Scope

One or more users might experience the symptoms.

Resolution

Perform the following steps to troubleshoot when Developer Studio stops responding:

StepTaskDescription
1.Clear the Developer Studio cache.
  1. Log in to Developer Studio by using your user name and password.
  2. In the AR System Navigator pane, right-click the AR System server, and then click Clear Cache.
    A dialog box is displayed that provides the location of the Cache.
  3. Click OK.
    The Developer Studio cache is cleared. If this step does not resolve the issue, continue with step 2 in this table.

2.

Increase the Java Heap size for Developer Studio.
  1. Navigate to the BMC Software\ARSystem\DeveloperStudio folder.
  2. Open the devstudio.ini (Configuration Settings) file in the editor.
  3. Update the -Xmx3072m parameter to allocate the maximum memory of 3 GB.
    The Java Heap size for Developer Studio is increased. If this step does not resolve the issue, continue with step 3 in this table.

3.

Review the default Developer Studio logs.

The default log file is available for Developer Studio at the following location:

Users\Administrator\DeveloperStudio\workspace\.metadata.


Copy the log file to another location and then review it so that it does not get overwritten. The log file might be huge in size depending upon the volume.

See the table to troubleshoot issues based on the symptoms and error messages.

4.

Enable Developer Studio API logging.

Enable the Developer Studio client-side API logging to view more information. See Enabling API logging for Remedy Developer Studio or see the knowledge article 000113061.

5.Enable Developer Studio Java logging.

Enable the Developer Studio client-side Java API logging to view more information. See Enabling Java debug logging for Remedy Developer Studio or see the knowledge article 000025307.

6.Enable AR Server logs.

Perform the following steps to enable the AR server-side API logs and SQL logs:

  1. Open AR System Administration Console.
  2. Select System > General > Server Information.
    The Server Information page is displayed.
  3. On the Log Files tab, select the API Log check box and the SQL Log check box.
  4. Click Apply.
  5. Click OK.
    The AR Server logs are enabled.
7.Reproduce the behavior.
  1. Run the use case to reproduce the issue so that the server-side activities can be recorded in the log files.
  2. List the steps that caused Developer Studio to stop responding.
8.Collect the logs and review.

Copy the following log files to another location and then review them so that they do not get overwritten. A few log files might be huge in size depending upon the use case that was run.

  • arerror
  • arexception
  • Developer Studio API log
  • Developer Studio Java log
  • API SQL and Filter log

See the table to troubleshoot issues based on the symptoms and error messages.

9.Create a BMC Support case.

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • Name of the user who faced an issue with Developer Studio
    • Login information
    • Time when the issue occurred
    • Any error messages received
  2. Include the devstudio.ini file from the \BMC Software\ARSystem\DeveloperStudio folder.
  3. Collect the following log files:
    • arerror.log
    • javaapi.log (See step 4 in this table.)
    • Log file from the Users\Administrator\DeveloperStudio\workspace\.metadata folder.
  4. Attach the log file to your case.
    You can attach a log file of size up to 2 GB. You can also upload the file on FTP. For more information, see How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies.

After you determine a specific symptom or error message, use the following table to identify the solution:

SymptomLocationAction
When you perform the create or modify operation, you get an Out of Memory error.On screen

Edit the devstudio.ini file available in the same folder as that of the DevStudio.exe file, typically C:\ProgramFiles\BMCSoftware\ARSystem\DeveloperStudio and then change the line:

-Xmx512m

to a larger value in increments of 1024, for example:

-Xmx1024m
-Xmx2048m
-Xmx3096m
-Xmx4096m

Related topic

Contacting Support

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