This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

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Always On Logging

Important

This topic is valid only from the following versions.

  • BMC Remedy AR System version 8.1 Service Pack 2 hot fix8.1.02.001 201501221220
  • BMC Remedy AR System version 8.1 Service Pack 2, Patch 2

This section contains the following topics:


Introduction to the Always On Logging option

Historically, if you experienced a BMC Remedy AR System server crash or failure, BMC would request you to enable logging and then wait for the problem to re-occur so that the data could be collected and then an analysis could be performed.

Now, the Always On Logging (AOL) option helps reduce, and in some cases, eliminate the need to have you enable logging for these type of server failures. This option allows BMC to immediately perform an analysis and in some cases, provide a root cause of the failure without having to request that you enable the logging and wait for the problem to be reproduced. The AOL option helps you identify the root cause of issues faster and also helps in improving the support for BMC Remedy AR System server.

Important

For some instances, you may still have to generate additional log files.

The AOL option makes sure that:

  • A minimum set of logs is always available either on-demand or at the time of an issue like a server crash.
  • If you have not enabled the server-side logging and the BMC Remedy AR System server crashes or any other server related issues occur, the AOL option provides a snapshot of the most recent activity in the server. This snapshot is saved into a file for review and analysis.
  • If the BMC Remedy AR System server crashes, it automatically takes a snapshot or it can be triggered manually for other events.
  • The Maintenance Utility Log Zipper also collects these logs. You can dump the log file and use the Log Zipper to send that one zip file.

Note

  • The AOL option is enabled by default and is initiated when BMC Remedy AR System server starts. You can manually enable or disable the option, if required.
  • This option is independent of the existing logging and is auto-run by the BMC Remedy AR System server.
  • The log file information is not saved for an ordinary shutdown. For example, arsystem stop or a Microsoft Windows stop service.
  • Since the log file does not have a View button, the information must be gathered from the BMC Remedy AR System server’s \db directory.

Size of the Always On Logging option log file

The default size of the AOL log file is 5 MB. This size can be configured.

  • If you configure the log file size to less than 5 MB, less information is logged or retained and the system removes the older items from the log file.
  • If you configure the log file to more than 5 MB, you may incur a performance cost.
  • If you configure the size to 0 MB, the AOL option will be turned off.

Configuring the size of the log file

You can configure the size of the log file using either of the following options:

To configure the size of the log file using the Graphical User Interface (GUI)

  1. In a browser, open the AR System Administration Console, and click System > General > Server Information.
    The AR System Administration: Server Information form is displayed. For more information, see Setting log files options.
  2. Click the Log Files tab.
  3. Enter the log size in the In-Memory Log Size (byte) field.

To configure the size of the log file using the ar.cfg or the ar.conf file

  1. Open the ar.cfg or the ar.conf file.
  2. Add or modify the Memlog-Max: variable.
  3. Enter the size of the log file (in bytes) as the value for the variable. For example, Memlog-Max: 5242880.

Enabling the Always On Logging option

Follow the steps given below to enable the Always On Logging option:

  1. To obtain the hotfix zip file, contact BMC Customer Support.
  2. To apply the hot fix:
    1. Take a backup of the original serveradmin.def file in the installforms/en directory (for example, for Microsoft Windows, the directory is ARSystemInstallDir\arserver\installforms\en) and copy the serveradmin.def file from the hotfix to this directory. 
    2. Using BMC Remedy Developer Studio, open the serveradmin.def file and import the AR System Administration: Server Information form and the AR System Administration: Log Files – MemlogDump active link.
    3. Stop the arsystem process.
    4. (For Microsoft Windows)
      1. arserver.exe file—Backup the original file and copy the db-appropriate arserver file from the hotfix to the top-level ARSystemInstallDir directory.
      2. ServerAdmin.dll fileBackup the original file and copy the new file from the hotfix to the top-level ARSystemInstallDir directory.
      3. driver.exe and driver_win64.exe files—Backup the original files and copy the new files from the hotfix to the top-level ARSystemInstallDir\Arserver\api\ directory.
    5. (For UNIX and Linux)
      1. arserverd fileBackup the original file and copy the db-appropriate arserver file from the hotfix to the ARSystemInstallDir/bin/ directory.
      2. ServerAdmin.so file (for AIX, ServerAdmin.a file)Backup the original file and copy the new file from the hotfix to the ARSystemInstallDir/bin directory.
      3. driver file—Backup the original driver file and copy the new file from the hotfix to the ARSystemInstallDir/bin/driver directory.
    6. Restart the arsystem process.

      The Always On Logging feature is automatically enabled, with a 5 MB log limit.

  3. In a browser, open the AR System Administration Console, and click System > General > Server Information.
    The AR System Administration: Server Information form is displayed.
  4. Click the Log Files tab.
  5. Enter the log size in the In-Memory Log Size (byte) field.
  6. (Optional) If you want to save the Always On Logging log file information to a file, click Dump to File. 

    Note

    The file where this log file information is saved is decided by the BMC Remedy AR System server.

    This file is saved in the ARSystemInstallDir\Arserver\Db directory and the file name is arserver.mem.PID.Counter. If there are multiple log files with the same PID, the counter increments by 1.

    A pop-up window is displayed with the file name and location of the file. For example:
    In-memory log dumped to C:\Program Files\BMC Software\ARSystem\8.1SQLServer\ARServer\Db\arserver.mem.18824.01.log. (ARNOTE 10000)

  7. Click OK.
  8. Go to the ARSystemInstallDir\Arserver\Db directory and open the file to view the information related to the following types of logs:
    • API
    • SQL
    • Escalation
    • Filter
    • Thread

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Comments

  1. Piotr Sadowski

    Hi,

    Could you add information where the files described in point "2.b) Back up the following original files and replace them with the files from the hotfix zip file " can be found on file system?

    Mar 13, 2015 06:10
    1. Surabhee Kulkarni

      Hello Piotr,

      Thank you for your comment. I will discuss this with the concerned SME and update the documentation accordingly.

      Thanks,
      Surabhee 

      Mar 14, 2015 01:10
  2. Uwe Kappe

    Hi,

    I've just installed 8.1.02 P001 via the installer. I tried to find the serveradmin.def or the hotfix.zip in the AR System installation directory tree or in the installer directory. There I couldn't find anything. I also didn't find any non-installer ressources in EPD.

    Can you help me? Many thanks in advance.

    Regards

    Uwe

    Mar 26, 2015 04:22
    1. Surabhee Kulkarni

      Hello Uwe,

      Thank you for your comment. Could you please contact BMC Customer Support to obtain the hotfix.zip file?

      Thanks,
      Surabhee

      Mar 27, 2015 12:52
  3. Michael Galat

    Hi -

    I have updated the arserver.exe, serveradmin.dll, api, etc. to the Jan 2015 version that supports this.  I loaded the serveradmin.def and restarted the server.  However, when I try to set the In-Memory Log Size (bytes) I get the following error:

    ARERR [123] Unrecognized server information tag : 421

    When I look at this error message, it says that something needs to be updated in ar.h.  However, doesn't this get compiled into arserver.exe?

    I know I can set it the value via ar.cfg, however what do I need to do to get it to work via the UI?

     

    Thanks,

    Mike

    Apr 19, 2016 07:44
    1. Poonam Morti

      Hi Michael,

      I will verify this with the SME and get back to you soon.

      Thanks,

      Poonam

      Apr 19, 2016 11:42
    1. Poonam Morti

      Hi Michael,

      To resolve this issue, please contact BMC Customer Support. To contact customer support click here.

      Thanks,

      Poonam

       

      Apr 20, 2016 06:04