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:
Step | Task | Description |
---|---|---|
1 | Review the configuration | For deploying payloads, run the arpayloaddeploymentutil.bat file when the deployment status is
|
2 | Enable logs | Identify and record any related errors in following logs in ARSystemInstallDirectory/ARSystem/db directory:
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. |
3 | Collect the logs | Identify and record any related errors in following logs in ARSystemInstallDirectory/ARSystem/db directory:
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. |
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 |
---|---|
The arfiledeployer.log file contains the following error message:
| 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:
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:
|
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:
|
Payload Status changes to any of the following:
| Solution:
|
AR System Deployment Management Console shows Rollback Timeline Validation Failed | Solution:
|
The payload status is Timed Out. | Solution:
|
After running the payload utility, the payload status does not change or no activity is seen in the file deployer log. | Solution:
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