BMC Remedy AR System Maintenance tool

Many BMC products use the Common Install Framework program that installs the BMC Remedy AR System Maintenance Tool. The BMC Remedy AR System Maintenance Tool accesses diagnostics and utilities that are useful when troubleshooting BMC Remedy AR System related issues. You can use the Maintenance Tool to collect diagnostic information, open and view log files, or search logs to identify issues.

You can launch the BMC Remedy AR System Maintenance Tool in a graphical user interface as well as from the command line.

BMC Remedy AR System Maintenance Tool activities

The BMC Remedy AR System Maintenance Tool performs the following activities:

Activity

Description

Details

Collects logs and diagnostic information

The BMC Remedy AR System Maintenance tool provides access to installation and uninstallation logs. Every time that you run the installer or uninstaller, a new log file is created or appended to an existing log file. To view the log files, use the Log Viewer option in the BMC Remedy AR System Maintenance tool.

The log viewer is a graphical presentation of the log files. Each installer log session is displayed as a tab. The tab's name includes a time stamp of the installer run. The tab displays the contents of the log file, with errors highlighted in red and warnings highlighted in yellow. Entries are presented in a table format that you can sort.The BMC Remedy AR System Maintenance tool also allows you to collect diagnostic information that can be used for further troubleshooting.

The Log Zipper utility, part of the BMC Remedy AR System Maintenance tool, collect the diagnostics in a zip file that can be later submitted to BMC Customer Support.

Running the Maintenance Tool.

Working with logs

Viewing installation and uninstallation logs

Collecting diagnostics in a zip file

Enable logging

You can enable logging for components of the AR System server by using the BMC Remedy AR System Maintenance tool. You can also enable the type of information to be logged using this tool.

The logging information selected is a part of the diagnostic information that the Log Zipper utility collects. You can use the tabs and sections provided in the BMC Remedy AR System Maintenance tool to enable different type of logging.

Types of logs

Enabling logs

Setting log files options

Perform a health check

You can use the Health Check tab in the BMC Remedy AR System Maintenance tool to run a post installation health check on your files.

The health check uses a bill of materials (BOM) file from each BMC Remedy AR System application to verify that the application forms and workflows that you chose to install are installed properly. The health check reports on any parts of the product that are broken.

Running a Health Check

Running BMC Remedy AR System Maintenance Tool

You can run the Maintenance Tool in a graphical user interface or from the command line.

To run the Maintenance Tool in a graphical user interface

(Windows) Go to the <ARSystemServerInstallDir>\arsystem folder, and run the ARSystemMaintenanceTool.cmd file.
(UNIX) Go to the <ARSystemServerInstallDir>/arsystem directory and run the ./ARSystemMaintenanceTool.sh file.
(BMC Remedy AR System installation DVD) Run the tool from the utility directory.

To run the Maintenance Tool from the command line

(Windows) From the <ARSystemServerInstallDir>\arsystem folder, run ARSystemMaintenanceTool.cmd with the -silent option.
The log files are stored in the temporary folder, for example, C:\Users\<user_name>\AppData\Local\Temp
(UNIX) From the <ARSystemServerInstallDir>/arsystem directory, run ./ARSystemMaintenanceTool.sh with the -silent option.
The log files are stored in the temporary folder, for example, /var/tmp/

Make sure that either BMC_JAVA_HOME or JAVA_HOME is set when you run this utility on Linux.

To learn about command-line options

To learn about available command-line options, use the -help or -? option when you run the command, for example:

ARSystemMaintenanceTool.cmd -help
./ARSystemMaintenanceTool.sh -?

Troubleshooting issues using BMC Remedy AR System Maintenance tool

If an issue occurs while running Maintenance Tool, investigate it by performing the following.

Allow a minute for the Maintenance Tool to start.
The Maintenance Tool opens a command prompt window briefly and loads the components. The user interface might take a minute to display.
If accessing the server remotely, verify the display environment is configured properly.
Maintenance Tool is a graphical display, so the display environment must be configured on UNIX.
When accessing a Windows system remotely using Terminal Services, the Maintenance Tool takes longer time to display.
Verify you access the server with a user that has correct permissions.
The Maintenance Tool leverages the environment configured during installation, including environment variables and permissions to files and the JVM environment for the Maintenance Tool. Accessing the operating system as the user who performed the installation is a good method to ensure the proper environment is available.
Run the Maintenance Tool from the command line, which does not require a graphical user interface.

Where to go from here

After you run the AR System Maintenance tool, collect the diagnostics in a zip file and then send the zip file to BMC Customer Support. For more information, see Collecting diagnostics in a zip file.

BMC Remedy AR System Maintenance tool