This documentation supports the 18.08 version of Remedy Deployment.

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

Troubleshooting package deployment issues

This topic lists the issues you might notice when importing or deploying a package and provides solutions to resolve them.

Package import issues 

A package is not imported successfully. You may not see any error message on the AR System Deployment Management Console.

Issue Cause and resolution

Package import or deployment failed without any specific reason on the AR System Deployment Management Console, but log may contain the OutOfMemory error.

Insufficient physical memory on the system where the plug-in server is running.

During import, the deployment plug-in extracts the information from the deployment package. However, due to less physical memory, the package extraction fails, therefore, the package is not imported. Check the ard2pplugin.log file for information about the operation that resulted in import failure. For example, if the package size is 300 MB, and if there is no free space to create the ZIP file structure after extraction, the package will not be imported.

Solution: Increase the physical memory on your system.

The following error is logged in the ard2pplugin.log file:

ARMigratePlugin Initializing the thread pool completed.

Insufficient plug-in Heap Size

Typically, the size of packages with payload content is 250 to 300 MB, which needs a higher heap size for the package import to succeed.

The AR System Deployment Management Console does not show any error message related to this. Check the ard2pplugin.log file for information about the cause of failure. If you see this error message in the log file, it means that the AR Migrate plug-in has been restarted. Always check for the timestamp for this message when debugging.

Solution:

If the heap size is less than 1024 MB, increase the heap size on all the servers in the server group. If you have multiple plug-in servers, update the heap size on the plug-in server where the AR Migrate plug-in is deployed.

To increase the heap size, open the armonitor.conf file and add -Xmx1024m value to the Java parameter, and then restart the plug-in server.

For example:

"%BMC_JAVA_HOME%\java" -Xmx1024m
"<AR_Install_Dir>\ARSystem\pluginsvr;
<AR_Install_Dir>\ARSystem\pluginsvr
\arpluginsvr<version>.jar;
<AR_Install_Dir>\ARSystem\arserver
\api\lib\arcmnapp<version>.jar"
com.bmc.arsys.pluginsvr.ARPluginServerMain
-x <serverName> -i
"<AR_Install_Dir>\ARSystem" -m

If you face deployment error, as a best practice, ensure that the heap size is 3 times more than the package size.

The following error is logged in the ard2pplugin.log file:

ARMigrate: java.io.FileNotFoundException: C:\BMCData\ARSystem\ARServer\Db
\BMC_DEPLOYMENT_PACKAGES\
IDGI08B9ID0GZAP4DWE4P3GZ5RLSHG\

_validateItems.md5
(The system cannot find the file specified)

This error might also appear when the following files are not found in the deployment package:

  • _items.zip
  • _meta.arx
  • _package_guid.txt

Package is empty.

Sometimes, due to network issues, the package is not downloaded completely. When you try to import a package that was not fully downloaded, the extraction of the ZIP file fails. If the ZIP file is not extracted correctly, the md5 checksum file and signing information is also not read and exceptions are logged in the ard2pplugin.log file.

The Deployment Management Console does not show any error message related to this.

Solution: Ensure that the package is downloaded completely before you start importing it. You can compare the file sizes of the package before and after downloading.

The following error is logged in the ard2pplugin.log file for some files:

Access is denied.

No permission to access the BMC_DEPLOYMENT_PACKAGE folder.

During the package import process, the package reads some configuration files and if there is no permission to access the BMC_DEPLOYMENT_PACKAGE folder, the import fails due to the inability to read the configuration files available in that folder.

The Deployment Management Console does not show any error message related to this. Relevant error message is logged in the ard2pplugin.log file.

Solution: Provide Read/Write permission to the BMC_DEPLOYMENT_PACKAGE folder and its parent folders.

The BMC_DEPLOYMENT_PACKAGE folder is available at the following location:

  • (Windows\AR_Install_Dir\Arserver\Db
  • (UNIX/opt/bmc/ARSystem/db

The following error is logged in the ard2pplugin.log file:

"ARMigratePlugin: ImportPackage failure to validate checksum of package!: <package_entry_ID>"

Package contents are modified.

If you modify a BMC package and import it, it results in a mismatch of the Md5 checksum information of the original package and the modified package. Import process fails due to mismatch in the Md5 checksum value.

Solution: Do not modify the BMC packages.

The log file may show the OutOfMemory error and AR System Deployment Management Console may show export or import error.

Package is not uploaded completely after import.

Sometimes, it is observed that, a package is imported successfully, but the package contents are not fully uploaded to the AR System forms.

You can export the imported package from the console and compare its size with the actual package that was imported. If the size is 0, you should wait for sometime before the export operation gives the right size after all package contents are fully uploaded to the AR System forms.

If you observe that the import process taking a longer time even after refreshing, consider deleting the package from the console, and import the same package from the command line. For more information about importing a package from the command line, see Using a command-line interface to manage a package in the BMC Remedy AR System online documentation.

AR System Deployment Management Console shows the following message:

Unable to import the package.

Mid Tier is unable to upload the package.

This issue may occur when the deployment package size is large (for example, more than 300 MB), Mid Tier cannot upload the package and is unable to communicate with the plug-in server. Due to this, the import operation is never completed. 

Solution:

Use the command line interface only for importing the package. Use the Deployment Management console for deploying the imported package.

For more information about importing a package from the command-line, see Using a command-line interface to manage a package in the AR System online documentation.

Package deployment issues

Issue Cause and resolution
AR System Deployment Management Console displays the Init Error.

Package is not uploaded completely after import.

The package is imported but the package contents are not uploaded to the AR System forms.

Solution: Deploy a package only when the state of the package is Deployable
and the Deploy operation is enabled on the console.

The ard2pplugin.log file contains the following error for some files:

Access is denied.

No permission to acccess the BMC_DEPLOYMENT_PACKAGE folder.

If there is no permission to access the BMC_DEPLOYMENT_PACKAGE folder, the deploy operation fails.

During the package deployment process, the package attachments are downloaded from the AR System forms but the directory is inaccessible to copy the package contents to the local system.

The Deployment Management Console does not show any error message related to this. Relevant error message is logged in the ard2pplugin.log file.

Solution: Provide Read/Write permission to the BMC_DEPLOYMENT_PACKAGE folder and its parent folders. The BMC_DEPLOYMENT_PACKAGE folder is available at the following location:

  • (Windows\AR_Install_Dir\Arserver\Db
  • (UNIX/opt/bmc/ARSystem/db
AR System Deployment Management Console displays the Unable to communicate with the plugin server error.

Target server or the plugin server is down.

If the target server or the plugin server is down, package deployment fails. If the server and plugin server was running when the operation was initiated, but later crashed, the Deployment Management Console shows Processing Error.

If the plugin server only crashed but the commands had been taken over by the target server, then there is a chance that the package operation will be completed. 

Solution: It is recommended that you roll back the package and start the deployment operation again. See Applying a deployment package.

After you roll back the package, before you start the deployment again, perform the following to clean up the package trace:

  • Delete the package from Deployment Management Console.
  • Delete the existing payload entry from AR System Single Point Deployment Payload form. 
  • Delete the BMC_DEPLOYMENT_PACKAGES folder available at the following folder location:
    (Windows\AR_Install_Dir\Arserver\Db
    (UNIX) /opt/bmc/ARSystem/db

The AR System Deployment Management Console displays the [ARERR]:10000 error.

Precheck validation failure

A user created package can contain prechecks to validate the package and its contents. For example, a package creator can define a precheck to ensure that a package containing SRM must get installed on a system that has SRM installed on it and a custom error message must be displayed if SRM is not installed on that system. If this condition is met, the package deployment fails displaying the custom error message.

If the precheck is incorrect, you will see the custom error message that is defined during precheck definition.

Solution: This is a package design issue to be fixed by the package creator.

The arfiledeployer.log file contains the following error message:

[main] WARN  com.bmc.arsys.filedeployer.
PayloadProcessor -
Ignoring destination %BMC_REMEDY_ITSM_SUITE_HOME%

\Logs,
Environment variable BMC_REMEDY_ITSM_SUITE_HOME

is not found

Environment variable BMC_REMEDY_ITSM_SUITE_HOME is not found.

Some of the payload entries got skipped because the ITSM Home environment variable was not found.

Solution: After deployment of ITSM 18.08 D2P package, verify that all expected payload entries are successfully deployed.

  1. Verify that the armonitor.cfg file contains entry for the environment variable BMC_REMEDY_ITSM_SUITE_HOME pointing correctly to the <ITSM_Install_Home> directory.
  2. Restart AR System services.
  3. Deploy the skipped payloads again for successful completion by clicking Retry Deployment on the AR System Single Point Deployment Payload Status Monitor Join form.
  4. Run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) utility.

    The arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) utility is available at the following location:

    • (Windows): <installDirectory>\Program Files\BMC Software\ARSystem

    • (UNIX): <installDirectory>/ARSystem/bin

Deployment Payload issues

Issue Cause and resolution
Error while reading payload information.
No valid destination is found in payload.
Errors are [Destination OS type Unix for destination ./etc does not match with current OS] ,
DEPLOYMENT ID <Deployment ID>

Package is specific for an operating system.

If a package definition contains operating system specific deployment instructions, but you tried to deploy this package on another operating system, which was not specified in the package definition.

Solution: View the AR System Single Point Deployment Payload form and search for a relevant entry. Deploy the OS-specific package only on the operating system that is defined.

The payload status is Monitor Unreachable.


Payload definition contains the Where to Deploy property set to a specific server but the server does not exist or it is not running.

It is possible that the server is down OR the server is up but the file deployer is unable to communicate with the server.

Solution:

If the server is down, start the server. After the server is up, restart the file deployer service.

If the server is up, ping the server, and restart the file deployer service. See Managing processes across the server group in the BMC Remedy AR System online documentation.

The payload status is Waiting for Utility Run.

Payloads are waiting for the utility to run. File deployer activities are logged in the arfiledeployer.log created under <AR_Install_Dir>/ARSystem/ARServer>/db/arfiledeployer.log

Solution: You need to manually run the arpayloaddeploymentutility.bat (Windows) or arpayloaddeploymentutility.sh (UNIX) to deploy the payload on the servers. The arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) is available at the following location:

  • (Windows): <installDirectory>\Program Files\BMC Software\ARSystem

  • (UNIX): <installDirectory>/ARSystem/bin

After running the payload utility, the payload status does not change or no activity is seen in the file deployer log.

Solution:

  1. Check whether the JAVA_HOME variable is set correctly to point to the JRE folder. The utility will show the Java Path error on the console.
    When using Windows, if an error occurs (related to JAVA_HOME or missing JARs) when running the utility, the error message will not appear on the console. Therefore, ensure that you run the utility from the command prompt so that the console output is visible. Take appropriate action in case any error message related to JAVA_HOME or missing dependencies is seen on the console.
  2. If the utility is run successfully, check the armonitor logs. The log should monitor activity related to File Deployer Signal:

    Found matching process BMC:F ileDeployer

    <MNTR> <TNAME: RMI TCP Connection(22)-10.133.89.242> <INFO>
    <ARMonitorDaemon>
    <ARMonitorDaemon.java:1070>
    /* Fri Aug 24 2018 02:20:46.0205  */
    Sent PAYLOAD_DEPLOYMENT_UTILITY signal to file deployer from deployment utility.

  3. If the signal to file deployer is sent successfully, check the file deployer logs. Ensure that there were no errors printed for the File Deployer Monitor registration and that the service is up and running.

(Optional) Changing the AR Migrate plug-in log level

By default, the AR Migrate plug-in logs are enabled and the default log level is INFO. The INFO logs capture debugging information at a granular level. For additional debugging, you might want to change the log level.

  1. Open the <ARInstallationFolder>\pluginsvr\log4j_pluginsvr.xml file for editing. 

  2. Modify the following line to change the log level from INFO to DEBUG:

    <logger name="com.bmc.arsys.plugins.armigrate.ARMigrateContext" additivity="false">
    <level value="INFO"/>
    </logger>


    to

    <logger name="com.bmc.arsys.plugins.armigrate.ARMigrateContext" additivity="false">
    <level value="DEBUG"/>
    </logger>
  3. Restart the AR System server.
    The ard2pplugin.log file now generates the debug logs for the AR Migrate plug-in that are tagged with the ARMigratePluginLog string.

Related topics

Applying a deployment package

Collecting logs to troubleshoot package deployment issues

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Comments

  1. Andrius Seirys

    'Smart IT 1808 Patch 01' package stays in 'Importing' Status 'Deployable' State in Deployment Management Console after Package Import. This Status does not allow to Deploy the package. Tried on two different 18.08 ARS systems, got the same behavior. Tried importing using using CLI, got the same.

    ard2pplugin.log for Deployment Management Console import: <ARSYS.ARF.ARMIGRATE>Received FilterAPI call for dispatch, opCode=6[Import Package] <ARSYS.ARF.ARMIGRATE>ARMigratePlugin dispatchOperation: OP Code = 6[Import Package] dispatched. <ARSYS.ARF.ARMIGRATE>ARMigratePlugin starting import operation.<Package Entry ID: SmartIT18.08.01.zip> <ARSYS.ARF.ARMIGRATE>Could not locate Payload Deploy Config Properties file. C:\Program Files\BMC Software\ARSystem\payloaddeployconfig.properties (The system cannot find the file specified) <ARSYS.ARF.ARMIGRATE>Adding the package as attachment to the package schema.

    ard2pplugin.log for CLI import: <ARSYS.ARF.ARMIGRATE>Received FilterAPI call for dispatch, opCode=6[Import Package] <ARSYS.ARF.ARMIGRATE>ARMigratePlugin dispatchOperation: OP Code = 6[Import Package] dispatched. <ARSYS.ARF.ARMIGRATE>ARMigratePlugin starting import operation.<Package Entry ID: SmartIT18.08.01.zip> <ARSYS.ARF.ARMIGRATE>Adding the package as attachment to the package schema.

    Dec 19, 2018 05:59
  2. Sachin Tappe

    Please follow the instructions mentioned in the above page with cause "Insufficient plug-in Heap Size". There are multiple symptoms for insufficient heap memory problem and what you are facing is one of them. Increasing the plugin heap size should solve the problem. You will need to delete the package in "Importing" status and retry the operation.

    Dec 20, 2018 12:56