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 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.

Symptom

  • Forms displayed in the mid tier have missing fields or active links.
  • ARERR 9215 is displayed when a form is requested.

Scope

One or more users experience the problem.

Resolution

Perform the following steps to troubleshoot the mid tier cache issues:

Step

Task

Description

1

Identify the problem


Analyze the following:

  • Is the problem specific to an individual form?
  • Is the problem specific to an individual user or group of users? 
  • What is missing from the form? 
2ActiveLink logging test
  • If you turn on the ActiveLink logging, the mid tier presents a new cached object for the form.
  • There might be an issue in the mid tier cache if the issue is resolved after enabling the ActiveLink logging, but reoccurs after you disable the ActiveLink logging. In this case, the issue is resolved if you clear the form from cache.
  • If the issue persists even after enabling ActiveLink logging, then the issue can be at the AR Server level. The issue can be in the object definition or in the AR Server Cache. You can take the following actions:
    • Export the form to a def file and share it with BMC Support.
    • Restart the AR System server and check whether the issue is cleared from the AR System server cache.
3Refresh the mid tier cache

Perform the following steps to refresh the mid tier cache:

  • For an individual form:  
    Use the config_cache_cleanup.jsp utility. For more information see the knowledge article on BMC Communities How to sync cache on a single form against a single AR server .
  • To clear the entire cache: 
    Use the Flush Cache button on the Cache Settings panel of Remedy Mid Tier Configuration Tool.
  • To refresh cache and view statistics:
    Use the Hard Cache Flush procedure. For more information, see the knowledge article on BMC Communities How to flush the Mid-Tier cache .

Important: After each procedure, you must clear the browser cache before testing.

4

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.

  1. Capture Fiddler or Network by using the native browser functionality. For more information, see Creating a re-playable Fiddler capture for Remedy Mid Tier or Capturing network details by using the browser functionality.
    The capture provides detailed information about the form definition. It also includes field layout and active links aligned to the form. The capture gives a perspective from the browser to the mid tier.
  2. Enable detailed mid tier logs by using CACHE and PERFORMANCE log categories. For more information, see Enabling logs for Remedy Mid Tier troubleshooting.
    Detailed mid tier logging provides the perspective of mid tier processing. Mid tier logs reflect any error in the mid tier caching process.

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.

5Disable 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.

6

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. 
For Microsoft Windows, the default location is as follows:

C:\Program files\BMC Software\ARsystem\midtier\logs f

For Linux, the default location is as follows:

/opt/bmc/ARsystem/midtier/logs

7

Create a BMC Support Case

Collect and send logs and detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • Name of the user who performed the search
    • The search criteria used
    • Time when the problem occurred
    • Any error messages received
  2. Collect the logs.
    • Zip each mid tier log set.
    • Zip each AR System server log set.
    • Zip the network capture file. (*.har or *.saz file)
  3. Attach the zip file to your case. You can attach zip files upto 2 GB. You can also upload the files on FTP.
    For more information, see How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies. 
8Analyze 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:

SymptomWhereActionReference

ARERR 9215: Error generating page content when displaying a form in the mid tier.

Mid tier version 8.x or higherReview 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

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Knowledge Article: Missing buttons/fields on form displayed in mid tier

ARERR 9215 occurs on mid tier when accessing forms with AP prefix.

ITSM 8.1.01

The problem in the legacy field, 1020, exists on the following forms with AP prefix.

Perform the following steps to resolve the problem:

  • Delete the field with Field ID 1020 on these forms.
  • Clear the mid tier cache after saving changes.
  • Clear the browser cache.

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

Related topic

Troubleshooting Remedy Mid Tier

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