This documentation supports the 9.1 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Troubleshooting Approval Server plug-in issues

The Approval Server plug-in is a self-contained shared module that can be attached to any BMC Remedy AR System application.

To troubleshoot Approval Server plug-in issues

  1. Verify the Approval Server plug-in configuration.
    For more information, see Approval Server plug-in configuration.
  2. Check if the Approval Server plug-in has failed to load. Failure is indicated by ARERR 8755. The following message is displayed in the filter log:
    The specified plug-in does not exist.
    ARSYS.ARDBC.PREVIEW
  3. If you see the ARERR 8755 error message, check whether the armonitor.cfg file on Microsoft Windows and armonitor.conf file on UNIX include the correct entry for the Approval Server plug-in. For example:

    C:\Program Files (x86)\Java\<Java_Home_Folder>\bin\java" -Xmx512m -Djava.net.preferIPv4Stack=true
    -Djava.net.preferIPv6Addresses=false
    -classpath "d:\Program Files\BMC Software\ARSystem\pluginsvr;
    d:\Program Files\BMC Software\ARSystem\pluginsvr\arpluginsvr80_build001.jar;
    d:\Program Files\BMC Software\ARSystem\approval\bin\armaskingImpl80_build001.jar;
    d:\Program Files\BMC Software\ARSystem\arserver\api\lib\arcmnapp80_build001.jar"
    com.bmc.arsys.pluginsvr.ARPluginServerMain -x iBMC-GXD3CQ1 -i
    "d:\Program Files\BMC Software\ARSystem" -m
  4. If the dispatcher is not working and the Approval Server plug-in has issues, set the value of the Alternate-Approval-Reg setting to False in the AR System Administration: AR System Configuration Generic UI form as follows:

    Alternate-Approval-Reg: F

    This setting ensures that the Approval Server listens to the signals from the AR System server directly.
    For more information, see Approval Server plug-in configuration and Updating configuration settings by using the AR System Configuration Generic UI form.

  5. Ensure that the definition files are updated when upgrading from BMC Remedy AR System 7.1 on a non-root location. To do this, before upgrading you must provide write permission to the BMC Remedy AR System installation folder.
  6. If you need to investigate the issue further, enable the following logs:

To enable logging for the Approval Server plug-in

To troubleshoot plug-in related issues, you must enable plug-in logging by using the Server Settings form.

  1. Log on to BMC Remedy AR System as an administrator or a process administrator.
  2. Open the AP:Administration form by using the link on the default AR System Home Page form.
  3. Click the Server Settings link to open the Server Setting form.
  4. To enable the approval debug log, select the Approval Debug Mode check box.

    Note

    By default, error messages are logged in the <ARInstallationFolder>\ARSystem\db\arapprove.log file.

  5. To modify the log file name and path, enter a file name in the Log File Name field.
    Error messages are logged in the file that you specify.

Related topics

Approval Server plug-in configuration
Updating configuration settings by using the AR System Configuration Generic UI form
Enabling plug-ins

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