Troubleshooting Remedy Encryption Security products

When an issue occurs while installing Remedy Encryption Security products, analyze the cause to debug the issue and use this guide for troubleshooting steps to either resolve the problem or create a BMC Support case.

Symptoms

Encryption fails on Remedy server.
Clients cannot connect to the server.
C plug-ins do not work after installing Remedy Encryption Security.
RSSO fails to connect to the AR System Server.
Smart IT fails to connect to the AR System Server.
DWP fails to connect to the AR System Server.

Scope

One or more users experience the problem.
These issues occur after installing Remedy Encryption Security products.
These issues can occur with primary or secondary servers.
These issues can occur when the servers are not licensed
In a server group environment, this could affect one or more servers.

Common Remedy Encryption Security scenarios

Scenario	Related KA
Installing Remedy Encryption Security Using Java 11+	https://communities.bmc.com/docs/DOC-120010
After installing Remedy Encryption Security, C plug-ins no longer work	https://communities.bmc.com/docs/DOC-122980
After installing Remedy Encryption Security, RSSO no longer will connect to AR System Server	https://communities.bmc.com/docs/DOC-126165
After installing Remedy Encryption Security, Smart IT no longer will connect to AR System Server	https://communities.bmc.com/docs/DOC-120010 (See Tomcat section)
After installing Remedy Encryption Security, DWP no longer will connect to AR System Server	https://communities.bmc.com/docs/DOC-127594
After installing Remedy Encryption Security, DWP Catalog no longer will connect to AR System Server	https://communities.bmc.com/docs/DOC-127595
After installing Remedy Encryption Security, Mid-Tier no longer will connect to AR System Server	https://communities.bmc.com/docs/DOC-120010 (See Tomcat section)
After upgrading Java, Remedy components will no longer connect to other Remedy components	Please run the Encryption installer again, steps found on Installing encryption on BMC Remedy Applications

Errors and Resolution

#	Symptom	Cause	Solution	Reference
1	9002 - Data encryption key exchange failed.	This error occurs when a client tries to connect to the server, but they were not able to exchange the certificate keys. This error usually occurs due to incorrect binaries or an improper configuration.	Make sure that you have installed the correct Encryption Security product and version and you have the correct configuration.
2	9006 - The specified public key encryption algorithm is not supported by the encryption library.	This error occurs when a client tries to connect to the server, and the server requests a type of encryption that the client doesn't support.	Make sure that you have installed the correct Encryption Security product and version on the client.	https://communities.bmc.com/docs/DOC-120010 https://communities.bmc.com/docs/DOC-122980
3	9007 - The specified data key encryption algorithm is not supported by the encryption library.	This error occurs when a client tries to connect to the server, and the server requests a type of encryption that the client doesn't support.	Make sure that you have installed the correct Remedy Encryption Security product and version on the client.
4	9008 - The size of the memory buffer used in XDR (external data representation) is invalid.	This error occurs when the server transmits large amounts of data to the client and due to encryption, the data exceeds the memory buffer allocated.	Configure the XDR size to avoid this scenario.	https://communities.bmc.com/docs/DOC-101570
5	9010 - The encryption library was not found and cannot be loaded.	This error occurs when the server attempts to start with an encryption configuration, but does not have the proper binaries placed on the server.	Make sure that you have installed the correct Encryption Security product and version on the server.
6	9012 - Encryption is not licensed on the BMC Remedy AR System server.	This error occurs when the server group has not been licensed to use Remedy Encryption Security.	Please speak with your Sales Representative.
7	9013 - The encryption license does not match the encryption library.	This error occurs when the server group has been licensed for a different encryption product.	Please speak with your Sales Representative.

Still having issues with Remedy Encryption Security?

Please open a case with BMC Support and provide all of the following with a brief summary of the problem:

Complete diagram of your entire environment, including all servers and clients that are used to connect to AR System Server.
Provide the Java version being used.
Provide the version of Tomcat in use.
Provide the operating systems in use.
List of all components where Encryption Premium or Performance Security have been installed.
Log files on the server side. To capture this log file, run Log Zipper on the server where you're seeing the problem.
Log files on the client side. To capture this log file, run Log Zipper on the client where you're seeing the problem.