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 issues with plug-in servers

The plug-in server provides common configuration and diagnostics that apply to each of the plug-ins. If one or more plug-in is failing, you should first verify whether the plug-in server is configured correctly and running. If the plug-in server is running, configured correctly, and not showing exceptions in the plug-in server log, you might need to investigate further with the specific plug-in that is encountering the failure.

About the plug-in servers

Depending on the products and features installed, there can be several instances of the plug-in server running on the AR System server. The following table shows the possible plug-in servers.

Plug-in servers for the AR System server

Plug-in server

Port

Location of pluginsvr_config.xml 

Plug-in server log file

AR System

9999

<ARInstallationFolder>
\pluginsvr

<ARInstallationFolder>
\ARserver\DB\arjavaplugin.log

Full Text Search

9977

<ARInstallationFolder>
\pluginsvr\fts\secondary

<ARInstallationFolder>
\ARServer\DB\arftsplugin-searcher.log

Approval Server

9800

<ARInstallationFolder>
\approval\bin

<ARInstallationFolder>\ARServer
\DB\approvalplugin.log

Atrium Shared

9556

<AtriumCoreInstallationFolder>
\cmdb\plugins\shared

<AtriumCoreInstallationFolder>
\Logs\AtriumPluginSvr.log

Atrium Normalization

9555

<AtriumCoreInstallationFolder>
\cmdb\plugins\ne

<AtriumCoreInstallationFolder>
\Logs\nePluginSvr.log

To monitor plug-in server activity

You can monitor the plug-in server activity to know whether the plug-in server is stopping or restarting.

  • On Microsoft Windows:
    1. Launch Task Manager
    2. Select View > Select Columns
    3. Select the Command Line, CPU, Memory (Private Working Set), and PID check boxes.
    4. Click OK.
    5. Select Show processes from all users.
    6. Sort by Image Name and examine the lines where the Image Name is java.exe.
    7. In the Command Line column, note the path following the -classpath parameter. This parameter indicates where the plug-in server loads the pluginsvr_config.xml file. Identify the plug-in server from the previous table.
    8. To determine if the plug-in server is near its limit for memory consumption, compare the memory value for the process and the --Xmx parameter specified in the Command Line column.
    9. Click View > Refresh Now to refresh the process list and check if the value of Process ID (PID) changed for any of the java.exe processes.
      A changed PID value indicates that the plug-in server is stopping and restarting.
  • On UNIX:
    1. Run the following command as root or the user who started the AR System server:
      ps -auxwww | grep java | grep arpluginsvr   
    2. If this does not work, run the following command:
      ps -ef | grep java | grep arpluginsvr
      The command returns several results.
    3. Note the path following the -classpath, which indicates where the plug-in server loads the pluginsvr_config.xml file. Identify the plug-in server from the previous table.
    4. Identify the PID at the beginning of the line.
    5. Run the ps command to monitor the PID for the plug-in server instance that is having the issue.

To investigate a plug-in server which is not running

  • If an instance of the plug-in server is not running, view the armonitor configuration file in a text editor to determine whether the plug-in server is configured to run.

Tip

In a text editor, disable line wrap so that it is clear which parameters are passed to each instance of the plug-in server.

  • Search for lines which specify java and include com.bmc.arsys.pluginsvr.ARPluginServerMain in the command line. For each line that is found, scroll to find the -classpath parameter. The first location specified by the -classpath parameter indicates the directory, which contains the pluginsvr_config.xml file for the instance of the plug-in server.
  • If one of the instances of the plug-in server specified in the armonitor configuration file is not running, perform the following:
    1. Identify the port specified in the AR System Administration: Plugin Server Configuration form. See Setting plugin server configuration options.
    2. Run netstat -a on the server and confirm there is no process using the port.
    3. From the armonitor configuration file, copy the line which starts the plug-in server.
    4. As the user who owns the BMC Remedy AR System installation, launch a command prompt on the server.
    5. Run the line from the armonitor configuration file in the command window.
    6. Investigate any errors reported.

To verify plug-in server configuration

  1. Examine the AR System Configuration Generic UI form (AR System Administration: AR System Configuration Generic UI form) and the Plugin Server Configuration form (AR System Administration: Plugin Server Configuration form) to check the configuration. See Updating configuration settings by using the AR System Configuration Generic UI form and Configuring java plug-in servers.
  2. On the Plugin Server Configuration form, on the Plugin Server Configuration tab, identify the port specified. See Setting plugin server configuration options.
  3. Verify that the server name specified in the Plugin Server Configuration form and AR System Configuration Generic UI form is consistent. 
  4. If the server is in a server group, verify the Server-Connect-Name is configured in the AR System Configuration Generic UI form . For more information, see Understanding server group naming.
  5. Review the configured number of plug-in threads. For more information, see Using multithreading in the Java plug-in server.
  6. Identify the list of plug-ins in the Plugin Server Configuration form to determine which plug-ins are hosted by this instance of the plug-in server.
  7. Verify that the list of plug-ins specified in the Plugin Server Configuration form and the Server-Plugin-Alias setting in the AR System Configuration Generic UI form uses a consistent server name and port.

To check for exceptions in the plug-in server log

View the plug-in server log to check for run-time exceptions. By default, the plug-in server logs INFO and WARN events, which describe the behaviour of the plug-in server.

  • When the plug-in server starts successfully, the following message is displayed:
    The server is ready to receive RPC calls 
  • Search the plug-in server log for ERROR to find errors. For example, exceeding Java heap size is a common error situation.

For more information about exceptions, see the Logging exceptions for calls to Java plug-ins section from Running the plug-in server.

To use workflow logging to investigate plug-in server issues

Workflow logging is used when investigating a reproducible issue with a plug-in, or when a plug-in causes the plug-in server to become unresponsive. Because these logs can grow large, disable them after capturing the issue.

Troubleshooting java plug-in server issues related to centralized configuration

For any java plug-in server related issues, refer to the arjavaplugin.log file. The following table describes the common error and warning messages and other issues:

ScenariosDescription

You see the following message in the arjavaplugin.log file intermittently:

Cannot connect to AR Server, will retry again

The java plug-in server tries to connect to the AR System server at a one-minute interval untill it connects successfully. If you continue to see this message, restart the AR System server manually.

The java plug-in server is not able to connect to the AR System
server even though the AR System server is running.

You see the following message in the arjavaplugin.log file:

Cannot connect to AR Server, will retry again
Check the following connection parameters in the AR System Configuration Generic UI form:
  •   Configuration-name
  •   TCD-Specific-Port
  •   Remedy-App-Service-Password

You see the following error message in the arjavaplugin.log file:

No component found in Configuration database with
name <configuration_name> and of type
com.bmc.arsys.pluginServer

The java plug-in server component as mentioned in the <pluginsvrname> tag in the pluginsvr_config.xml file is not present in the AR System Configuration Component Form. You must delete the <pluginsvrname> tag from the pluginsvr_config.xml file and restart the java plug-in server.

The java plug-in server is running, but the component is not loaded into the AR System Configuration Component Form.

Make sure you have applied the AR System server license properly (write license).

You see the following error message in the arjavaplugin.log file:

“Missing value for key in userDefined parameter 
for plug-in <plug-in name>. Please add a key
for user-defined properties.

For the <plug-in name> java plug-in server component, the value defined for the userDefined parameter is incorrect.

You must define values for both Setting Name and Setting Value.

See Working with Java plug-ins.

Related topics

Enabling server-side AR System logs 

Updating configuration settings by using the AR System Configuration Generic UI

Configuring java plug-in servers

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