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This documentation supports the 19.02 version of Remedy Deployment.

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

Remedy Deployment 19.02 ... Troubleshooting Troubleshooting issues with deployment packages

Troubleshooting package deployment issues

This topic lists the issues that you might encounter while deploying a package. See the guidelines in this topic to obtain the appropriate logging and troubleshooting steps.

Symptom

The AR System Deployment Management Console displays an error after you deploy a package.

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 packages:

StepTaskDescription
1Review the configuration
  1. Ensure that the packages can communicate with the ARMigrate plug-in:

    1. Ensure that the ar.cfg file contains an entry for Server-Plugin-Alias: ARSYS.ARF.ARMIGRATE.

    2. Go to ARSystemInstallDirectory/BMC Software/ARSystem/pluginsvr/ and ensure that the pluginsvr_config.xml file contains definitions for the ARSYS.ARF.ARMIGRATE plugin and all required paths. All JAR files must be present at the defined locations.


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


    4. 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.

    5. If you have made any changes based on the previous steps, restart the AR Java plugin server. See How to restart the AR Java plugin server.
    6. 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.properties: MidTier_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:
      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, MidTier file deployer service, or the Smart IT file deployer service.

  2. After the package is imported, view the state and status reason fields.
    For a successful import, the status reason field displays Success:ARMIGRATE.

2Collect the logs

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

  • arfiledeployer.log
  • ard2pdeploymentactivity.log

Copy the ard2pplugin.log logs to another location where you can review them so that they do not get overwritten.

3Create 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 the error

  2. Collect following files:

  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 Support by using an FTP.

Cause and resolution for error messages

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

IssueCause and resolution

The payload deployment does not progress after displaying the Waiting For Utility Run status   



Possible mismatch between the File Deployer property and the value of the AR System monitor local deployment required flag.

When you change the filedeployer.localDeploymentRequired property in the deployconfig.properties file from True (manual deployment) to False(automatic deployment), this change is synced with the AR System server. This sync requires 10 minutes. During the sync process, if the AR System server restarts, the sync may fail because the File Deployer cannot connect with the AR System Server.  In this scenario, the payload is deployed neither manually nor automatically.

Solution:

Perform the following steps:

Note: Do not restart the AR Server while performing these steps:

  1. In the deployconfig.properties file, change the filedeployer.localDeploymentRequired property to True.
  2. Restart the File Deployer by using the
    ./filedeployer.sh start command.
  3. Change the filedeployer.localDeploymentRequired property to False.
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:

  1. Deploy a package only when the state of the package is Deployable, and the Deploy operation is enabled on the console.
  2. If the issue persists, delete the existing package and import the package again.
  3. Check the ard2pplugin.log file for any errors.

AR System Deployment Management Console displays the following error:

Init Pending Deploy

Unable to deploy the package.

Solution:

Open the ard2pplugin.log file, and search for errors related to:

  • ARSYS.ARF.ARMIGRATE plugin
  • 'RDA:* forms and fields

AR System Deployment Management Console displays the following error:

Application is not able to connect with Plugin.
Please contact your Administrator. (ARNOTE 10000)

Unable to communicate with the Java plugin server.

Solution:

  1. Check the AR System Monitor form, and ensure that the Java plugin server has server rank 1.
  2. After the issue is resolved, roll back the package and start the deployment process again.
    For more information, see Applying a deployment package.

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

Access is denied.

No permission to access 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. The 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 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 target server and plugin server were running when the operation was initiated, but later crashed, the Deployment Management Console shows Processing Error.

If the plugin server gets crashed and the commands of the plugin server are executed 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 steps to clean up the package trace:

  1. Delete the package from Deployment Management Console.
  2. Delete the existing payload entry from AR System Single Point Deployment Payload form. 
  3. 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 SRM is not installed on that system, 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 the precheck definition.

Solution: 

  1. View the package, and select Content Pre-Check to obtain more details about the failure.
  2. For custom packages, the package creator must review and fix the issue.
  3. After the issue is resolved, roll back the previously imported package and import the corrected package.
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 were skipped during deployment because the ITSM Home environment variable was not found.

Solution: After the deployment of the latest ITSM deployment 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

The package deployment is stuck even though the payload deployment utility has completed its run.

The package deployment becomes unresponsive because the file deployer service is not running or not responding. Ensure that the file deployer service is running. Perform the following steps:

(Linux)

  • Check whether the file deployer service is running by using the following command:

ps-ef | grep filedeployer

  • If the file deployer service is not responding, stop the service by using the following command:

kill -9 <processID_FileDeployer>

(Windows)

  • Open Windows Task Manager, select the relevant file deployer process, and end the task.



  • Open the armonitor.cfg file and uncomment the following file deployer process entry:

ARMonitor starts the file deployer service automatically.


Related topics

Applying a deployment package

Collecting logs to troubleshoot package deployment issues


Was this page helpful? Yes No Submitting... Thank you
Last modified by Manash Baruah on Feb 02, 2020
troubleshooting deployment_packages issues

Comments

  1. Anesh Kurian

    Hi Team,

    On our recently 1908 upgraded environment, I was struggling to find the properties file and the .sh script. I noticed that the properties file was with a lower case d i.e. deployconfig.properties and the .sh script was named ./arpayloaddeploymentutil.sh.

    kindly update the document if the above comments are valid. Much appreciated.

    Thanks and Regards, Anesh

    Oct 15, 2019 02:39
    1. Himanshu Raul

      Hi Anesh,

      Thank you for your feedback on the documentation. We have updated the topic.

      Regards,

      Himanshu

      Nov 04, 2019 12:26
  2. Irina Bran

    Hi, The correct filename at 1.1.b is pluginsvr_config.xml, instead of arpluginsvr_config.xml. (at least on Linux) Regards, Irina

    Dec 12, 2019 11:25
    1. Himanshu Raul

      Hi Irina,

      Thank you for your feedback on the documentation. We have updated the topic with the correct filename.

      Regards,

      Himanshu

      Dec 17, 2019 12:58

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Troubleshooting payload deployment issues
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