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This documentation supports the 18.08 version of Remedy Deployment.

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

Remedy Deployment 18.08 ... Troubleshooting Troubleshooting BMC Atrium Core issues

Other BMC CMDB upgrade issues

This topic provides tips and solutions for troubleshooting issues that might occur when you upgrade BMC CMDB.

Important

If an upgrade fails, you might view two versions numbers of BMC CMDB. For example, if you upgrade from 9.1.04 to 19.02, you see 9.1.04 and 19.02 displayed on the CMDB UI. This occurs due to installation rollback. To resolve this issue, you need to repeat the upgrade activity. 

To troubleshoot issue with isVirtual attribute 

When you upgrade from BMC CMDB version 19.02 or earlier to BMC CMDB 19.08 or later, the attribute isVirtual is renamed to isVirtual_old and a new attribute isVirtual is created under BMC_BaseElement. The isVirtual attribute is under the following classes:

  • BMC_System
  • BMC_SystemComponent
  • BMC_Collection

If the renaming activity and creation of the new isVirtual attribute under BMC_BaseElement fails for certain instances, perform the following steps to fix the issue:

IssueResolution
isVirtual_old and isVirtual attributes are not displayed in Class Manager.

After upgrading, the CMDB and AR System metadata displays that the attribute isVirtual is renamed to isVirtual_old and the new attribute, isVirtual is created under the BMC_BaseElement class. However, this change is not visible in the class manager.

Solution:

  1. Open cmdbdriver.
  2. Run sync command.
  3. In Pending ID, set the value to CMDB_INTERNAL_ABSTRACTVIEWS.
  1. Open cmdbdriver from Command Prompt.
  2. In Command:, type init and press Enter.
  3. Type log and press Enter.
  4. Enter the Username and Password.
  5. In Server ():, enter the server name.
    For example, vm-lon-abcd.
  6. In Command:, type sync and press Enter.
  7. In Pending ID, set the value to CMDB_INTERNAL_ABSTRACTVIEWS.

If this procedure does not resolve the issue, you must perform the following procedure to rename and create the isVirtual attribute:

  1. From cmdbdriver, rename isVirtual to isVirtual_old.
    1. Open cmdbdriver.
    2. Run the Set Attribute (sa) command.

    3. Rename the attribute to isVirtual_old.

      1. Open cmdbdriver from Command Prompt.
      2. In Command:, type init and press Enter.
      3. Type log and press Enter.
      4. Enter the Username and Password and press Enter.
      5. In Server ():, enter the server name.
        For example, vm-lon-abcd.
      6. In Command:, type sspand press Enter.
      7. Enter the TCP Port number and press Enter.
        Refer ar.cfg file for the correct TCP port number.
      8. In Command:, type sa and press Enter.
      9. In Namespace ():, type BMC.CORE and press Enter.

      10. In Class ():, type the class name and press Enter.
        Enter the class name as per the following table for which you want to rename the attribute.

        Class name
        BMC_System
        BMC_Collection
        BMC_SystemComponent
      11. In Attribute Name ():, type isVirtual and press Enter.
      12. In Change attribute name? (F):, type T for True.
        Default value is F (False).
      13. In New attribute name ():, type isVirtual_Old.

      To leave the remaining parameters unchanged, press Enter till the screen displays the following message:
      CMDBSetAttribute results.

  2. Create a new attribute under BMC_BaseElementimport.
    Field ID for the new isVirtual attribute is 530075026.
    1. Run the impdf command.

    2. Attach the following XML file: IsvirtualNew (1).xml.
      Save this file in the same location as the cmdbdriver.exe location.

      1. Open cmdbdriver from Command Prompt.
      2. In Command:, type init and press Enter.
      3. Type logand press Enter on your keyboard
      4. Enter the Username and Password.
      5. In Server ():, enter the server name.
        For example, vm-lon-abcd.
      6. In Command:, type ssp
      7. Enter the TCP Port number.
        Refer ar.cfg file for the correct TCP port number.
      8. Type impdf and press Enter.
      9. In Number of import items:, Type 1 and press Enter.
      10. In Item type, type2 for attribute and press Enter.
      11. In Namespace ():, type BMC.CORE and press Enter.
      12. In Class ():, type BMC_BaseElement and press Enter.
      13. In Number of attributes (0):, type 1 and press Enter.
      14. In Attribute Name ():, typeisVirtual and press Enter.
      15. In Import option: Create/Overwrite (1-2) (1):, type 2 for overwrite and press Enter.
      16. In Filename containing import data:, type the correct name of the XML file containing the import definitions for the new isVirtual attribute.

All required abstract classes are not modified with isVirtual.

After an upgrade, the following abstract classes are modified to reflect the isVirtual attribute name change to isVirtual_old:

  • BMC_System
  • BMC_SystemComponent
  • BMC_Collection

Solution:

Verify if isVirtual_old is displayed in the following locations:

  • Attribute Definition
  • CMDB Class manager
  • Remedy Developer Studio

If any of the locations does not display isVirtual_old, use the Set Attribute (SA) command in cmdbdriver to rename the field from isVirtual to isVirtual_old.

  1. From cmdbdriver, rename isVirtual to isVirtual_old.
    1. Open cmdbdriver.
    2. Run the Set Attribute (sa) command.

    3. Rename the attribute to isVirtual_old.

      1. Open cmdbdriver from Command Prompt.
      2. In Command:, type init and press Enter.
      3. Type log and press Enter.
      4. Enter the Username and Password and press Enter.
      5. In Server ():, enter the server name.
        For example, vm-lon-abcd.
      6. In Command:, type sspand press Enter.
      7. Enter the TCP Port number and press Enter.
        Refer ar.cfg file for the correct TCP port number.
      8. In Command:, type sa and press Enter.
      9. In Namespace ():, type BMC.CORE and press Enter.

      10. In Class ():, type the class name and press Enter.
        Enter the class name as per the following table for which you want to rename the attribute.

        Class name
        BMC_System
        BMC_Collection
        BMC_SystemComponent
      11. In Attribute Name ():, type isVirtual and press Enter.
      12. In Change attribute name? (F):, type T for True.
        Default value is F (False).
      13. In New attribute name ():, type isVirtual_Old.

      To leave the remaining parameters unchanged, press Enter till the screen displays the following message:
      CMDBSetAttribute results.

  2. Create a new attribute under BMC_BaseElementimport.
    Field ID for the new isVirtual attribute is 530075026.
    1. Run the impdf command.

    2. Attach the following XML file: IsvirtualNew (1).xml.
      Save this file in the same location as the cmdbdriver.exe location.

      1. Open cmdbdriver from Command Prompt.
      2. In Command:, type init and press Enter.
      3. Type logand press Enter on your keyboard
      4. Enter the Username and Password.
      5. In Server ():, enter the server name.
        For example, vm-lon-abcd.
      6. In Command:, type ssp
      7. Enter the TCP Port number.
        Refer ar.cfg file for the correct TCP port number.
      8. Type impdf and press Enter.
      9. In Number of import items:, Type 1 and press Enter.
      10. In Item type, type2 for attribute and press Enter.
      11. In Namespace ():, type BMC.CORE and press Enter.
      12. In Class ():, type BMC_BaseElement and press Enter.
      13. In Number of attributes (0):, type 1 and press Enter.
      14. In Attribute Name ():, typeisVirtual and press Enter.
      15. In Import option: Create/Overwrite (1-2) (1):, type 2 for overwrite and press Enter.
      16. In Filename containing import data:, type the correct name of the XML file containing the import definitions for the new isVirtual attribute.

To troubleshoot miscellaneous upgrade issues

  • Check the memory usage of your computer during the upgrade.

    Tip

    To check the memory usage, use:

    • (Microsoft Windows) Windows Task Manager.
    • (UNIX) Top command.
  • If you see a malloc failed error, increase the virtual memory on your computer.
  • On Microsoft Windows, if you see no CPU activity for an hour or more, check the arerror.log file, which is the BMC Remedy AR System server log, for any errors.

  • On UNIX, if you see a message that the AR System is terminated, search for a stack trace for errors.

  • When you start BMC CMDB for the first time after fresh installation or upgrade, you might get the following error: Plug-in not
    initialized. To resolve this error, restart the MidTier Tomcat application and then start BMC CMDB.


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Last modified by Himanshu Raul on Aug 27, 2021
troubleshooting atrium_core upgrading issues

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