Troubleshooting Mid Tier cache issues
To improve performance, the mid tier compiles the object metadata with the required Java script and resource files and caches the compiled object. There can be cases where the mid tier cache does not update successfully.
This section describes the appropriate logging and troubleshooting steps to either resolve the problem or create a BMC Support case.
- Forms displayed in the mid tier have missing fields or active links.
- ARERR 9215 is displayed when a form is requested.
One or more users experience the problem.
Perform the following steps to troubleshoot the mid tier cache issues:
Identify the problem
Analyze the following:
|2||ActiveLink logging test|
|3||Refresh the mid tier cache|
Perform the following steps to refresh the mid tier cache:
Important: After each procedure, you must clear the browser cache before testing.
If the issue is not resolved by clearing cache, enable logs and reproduce the issue.
To understand the form HTML, form.js, and udd.js, related to a form, perform network capture when the form loads.
Perform tracelogging of the cached objects. For more information, see the following videos on YouTube.
Note: Unless you can access a specific mid tier and a specific AR System server, you need to enable the mid tier logging on all user facing mid tiers and AR System servers that are behind a load balancer.
|5||Disable the logging|
To disable the logging, use steps described in Enabling logs for Remedy Mid Tier troubleshooting.
Remember to disable the logs from each mid tier and AR System server, on which logging was enabled.
Collect the logs
Copy the logs to another location where you can review them so that they do not get overwritten.
The logs may be large depending on volume of activity during the logging period.
Collecting mid tier and tracelogger logs
Zip up all logs to the log location specified on the Log Settings page of Remedy Mid Tier Configuration Tool.
C:\Program files\BMC Software\ARsystem\midtier\logs f
For Linux, the default location is as follows:
Create a BMC Support Case
Collect and send logs and detailed information when creating a case with BMC Support:
|8||Analyze the logs|
You can review the logs yourself and try to identify error messages or behaviors.
Use the table below to troubleshoot the issue based on the symptoms and error messages.
After you determine a specific symptom or error message, use the following table to identify the solution:
ARERR 9215: Error generating page content when displaying a form in the mid tier.
|Mid tier version 8.x or higher||Review the referenced article for various cases.||Knowledge Article: ARERR 9215 Error generating page content|
Missing objects, buttons, and tabs when object is cached in the viewstats file.
|Mid tier version 9.1.02 and 9.1.03|
Apply hotfix, MT_9103P1_2017OCT05_CU_ALL.zip, to Midtier 9.1.03 patch 001.
Workaround: Enable preload. For more information, see
Knowledge Article: Missing buttons/fields on form displayed in mid tier
ARERR 9215 occurs on mid tier when accessing forms with AP prefix.
The problem in the legacy field, 1020, exists on the following forms with AP prefix.
Perform the following steps to resolve the problem:
Knowledge Article: ARERR 9215 happens on Mid Tier when accessing forms with AP prefix
Sync Cache may cause server not responding or significant performance problems.
|Mid tier 9.1.02|
Upgrade to mid tier version 9.1.03.
|Knowledge Article: With Midtier 9.1.02, the Sync Cache feature may cause server lockup or performance problems|