Troubleshooting package import issues
When a package is not imported successfully, you may not see any error message on the AR System Deployment Management Console. See the guidelines in this topic to obtain the appropriate logging and troubleshooting steps.
- Unable to view the package post zip file import is finished
- Package import fails with 'Init Error'
- Package fails to upload the zip file, status gets stuck in importing state.
Package import fails with message:
Error in plugin :ARSYS.ARF.ARMIGRATE
- One or more users experience the problem.
- In a Server Group environment, this could affect one or more servers
Perform the following steps to troubleshoot issues while importing packages:
|1||Review the Configuration|
|2||Collect the logs|
Identify and record any related errors in following logs in ARSystemInstallDirectory/ARSystem/db directory.
Enable the arjavaplugin.log in DEBUG mode before importing the package and reproduce the issue. Copy these logs to another location where you can review them so that they do not get overwritten. Note that a few logs may be large in size depending on use case performed.
Disable the arjavaplugin.log by changing the log level to INFO.
|4||Create a BMC Support Case|
Collect and send logs and detailed information when creating a case with BMC Support:
Cause and resolution for error messages
Once you have determined a specific symptom or error message, use the following table to analyze the issue:
|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
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 arjavaplugin.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:
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 arjavaplugin.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.
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.
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:
This error might also appear when the following files are not found in the deployment package:
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.
The Deployment Management Console does not show any error message related to this.
The following error is logged for some files:
No permission to access theBMC_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 arjavaplugin.log file.
The following error is logged:
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.
For more information, see the knowledge article DOC-117791 on BMC communities.
|The log file may show the |
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 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.
For more information about importing a package from the command-line, see in the AR System online documentation.
AR System Deployment Management Console shows the error message:
Error in plugin :ARSYS.ARF.ARMIGRATE (ARERR 8753)
<Can we add a cause here?>
For more information, see the knowledge article DOC-109135 on BMC communities.
The deployment package is imported until 95% and then the package becomes unavailable. The mid Tier log contains the following message:
ERROR in preload, aborting preload for server <server-name>
ARERR  RPC call failed : <server-name> Java heap space
Mid Tier is unable to preload the package.
This issue may occur due to insufficient heap size for the Mid Tier server.
Unable to upload a hotfix zip file by using the AR System Deployment Management Console. The log file contains the following error:
ImportPackage failure FileNotFoundException
Incorrect zip file.
This issue may occur if you specify incorrect zip file for import.
Ensure that you specify the correct zip file for import. While importing a hotfix zip file, extract the zip file and locate the correct package zip file for import. For more information, see the knowledge article DOC-109954 on BMC communities.