This documentation supports the 18.08 version of Remedy Deployment.

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

Troubleshooting payload deployment issues

If a deployment package contains a Deployment Payload content type (binary files), you must run the payload utility. For more information, see Applying a deployment package.

In case of any issues while deploying payload, see the guidelines in this topic to obtain the appropriate logging and troubleshooting steps.

Symptoms

  • Error occurs when you run arpayloaddeploymentutil.bat.
  • The status of Deployment Payload entries is stuck in Waiting For Utility Run.
  • The status of Deployment Payload entries is any of the following:
    • Rollback Success
    • Download Failed
    • Deployment Failed
    • Rollback Failed
    • Skipped
    • Timed Out
    • Monitor Unreachable

Scope

  • One or more users experience the problem. 
  • In a Server Group environment, this could affect one or more servers.

Resolution

Perform the following steps to troubleshoot issues while deploying payload:

StepTaskDescription
1Review the configuration

For deploying payloads, run the arpayloaddeploymentutil.bat file when the deployment status is Pending Deploy. See Adding content type to the package in the AR System documentation.

  1. Ensure that the arfiledeployer plugin is defined in the armonitor.cfg (Windows) or armonitor.conf (UNIX) file along with the correct JAR file version.


  2. Ensure that the AR System Monitor form contains correct hostname entries for each monitor type that is a part of the environment: AR System server, Mid Tier, and Smart IT server. Delete any incorrect or duplicate host entries from this form.
  3. Restart the AR Java plugin server. See How to restart the AR Java plugin server.

  4. Compare the monitor ID for each monitor type between the AR System Monitor form and the monitor-<application>-guid.properties file. The file locations are:
    monitor-ARServer-guid.properties: ARSystem_InstallDirectory
    monitor-Midtier-guid.propertiesMidTier_InstallDirectory\filedeployer
    monitor-SmartIt-guid.properties: SmartIt_InstallDirectory\filedeployer


    If the monitor IDs do not match, perform the following steps to generate the file with new GUID and update the AR System Monitor form as follows:
    1. For deploying payloads, run the arpayloaddeploymentutil.bat file when the deployment status is Pending Deploy. See  Viewing the status of a binary payload on the AR System documentation.
    1. Delete the monitor-<application>-guid.properties file.
    2. Delete the entry from the AR System Monitor form.
    3. Depending on the monitor type, restart the AR System service, Mid Tier file deployer service, or the Smart IT file deployer service.

      Note

      If you find any incorrect GUID, roll back the package after fixing the GUID if the option is available or perform manual rollback using the steps listed. See How To Rollback D2P package.

2Enable logs

Identify and record any related errors in following logs in ARSystemInstallDirectory/ARSystem/db directory:

  • arfiledeployer.log
  • ard2pdeploymentactivity.log

Copy these logs to another location where you can review them so that they do not get overwritten.

For 19.02 and later releases, these logs are generated by default.

3Collect the logs

Identify and record any related errors in following logs in ARSystemInstallDirectory/ARSystem/db directory:

  • arfiledeployer.log
  • ard2pdeploymentactivity.log

Copy these logs to another location where you can review them so that they do not get overwritten.

For 19.02 and later releases, these logs are generated by default.

4Create 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 package
    • Package status and error message
    • Screenshot of error
    • Screenshot of AR System Monitor form
  2. Collect following files individually or Run the log zipper
    • armonitor.cfg
    • armonitor.log
    • arfiledeployer.log
    • ard2pdeploymentactivity.log or API and SQL combine log
  3. Create a ZIP file of the collected logs and either attach the ZIP file to the case (up to 2 GB) or send the file to BMC by using an FTP.

Cause and resolution for error messages

Once you have determined a specific symptom or error message, use the following table to analyze the issue:

IssueCause and resolution

The arfiledeployer.log file contains the following error message:

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.

This error occurs when you deploy a package on an operating system but the package definition contains instructions specific for another operating system.

Solution:

  1. Deploy the OS-specific package only on the operating system that is defined.
  2. On the AR System Single Point Deployment Payload form, do the following:
    • View the payload entry status. If the status is Skipped, the payload was for a different operating system.
    • Verify that the correct destination folder is selected.

For more information about the binary payload status, see Viewing the status of a binary payload in the Remedy AR System online documentation.

The payload status is Monitor Unreachable.


The 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 unavailable or the server is available, but the file deployer is unable to communicate with the server.

Solution:

  1. Verify that the server name is correct.
  2. Verify that the server is powered on.
    If the server is powered off, start the server.
  3. Ensure that the file deployer service is running on the server. See  Managing processes across the server group in the Remedy AR System online documentation.
  4. Review armonitor.log and confirm if logging has stopped after the following message:
    Sent PAYLOAD_DEPLOYMENT_UTILITY signal to file deployer from deployment utility.
  5. Verify that the Monitor ID is matching with monitor-ARServer-guid file on the specific server.
  6. Review the arfiledeployr.log for more details.
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 in <AR_Install_Dir>/ARSystem/ARServer>/db/arfiledeployer.log

Solution: Run the arpayloaddeploymentutility.bat (Windows) or arpayloaddeploymentutility.sh (UNIX) to deploy the payload on the servers. The file is available at the following location:

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

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

Payload Status changes to any of the following:

  • Rollback Success during deployment.
  • Rollback Failed during rollback

Solution:

  1. Search for the following messages in the arfiledeployer.log file:
    • Update the status of the payload as DEPLOYMENT FAILED
    • Update the status of the payload as PENDING ROLLBACK
  2. Find the PayloadProcessor that failed before the status update message.
AR System Deployment Management Console shows Rollback Timeline Validation Failed

Solution:

  1. Confirm the duration between the package deployment and the rollback attempt.
  2. View the value of the D2P-Rollback-Timeout-Interval parameter.
    You can change the value before you roll back the package. See the Applying a deployment package topic for package rollback details.

The payload status is Timed Out.

Solution:

  1. Ensure that the duration between package import and deployment is not more than two days.
  2. Do not restart the AR Server or the arfiledeployer services during the deployment.
  3. Confirm that the Retry Deployment option is available for each timed out entry on the AR System Single Point Deployment Status form.
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:FileDeployer

    <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.
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