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This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment.

To view the documentation for the latest version, select 22.1.06 from the Product version picker.

BMC Helix IT Service Management Deployment 21.05 Troubleshooting

Troubleshooting the installation errors

This section describes errors that you might encounter while setting up the Deployment Engine or performing the BMC Helix IT Service Management installation.

Troubleshooting the installation errors

ErrorTroubleshooting steps

You encounter the following error on the Helix_Generate_Config pipeline console output:

error: You must be logged in to the server (Unauthorized)
  1. Verify that you have uploaded the correct kubeconfig file from your Kubernetes cluster to your Jenkins sever.
  2. Rebuild the Helix_Generate_Config pipeline.

You encounter the following Git repository permission error during execution of a pipeline:

stderr: fatal: '/home/git/gitrepo/ITSM_REPO/itsm-on-premise-installer.git'
does not appear to be a git repository fatal: Could not read from remote
repository. Please make sure you have the correct access rights
and the repository exists.
  1. Verify the permissions and ownership of the Git repository from where the pipeline is configured.
  2. To grant the correct permissions, in your Git server, perform the following commands:
chmod –R 755 [git repo]
chown –R git:git [git Repo]

You encounter the following error about dwp-tomcat pod not started properly:

dwp-tomcat
pod logs:
Caused
by: com.bmc.bsm.myit.bundle.BundleDataAccessException:
com.bmc.bsm.myit.bundle.BundleDataAccessException:
com.bmc.bsm.myit.service.exceptions.ServiceException:
Incomplete innovation system credentials found

  1. Verify that the in BAKEDUSER_HANNAH_ADMIN_PASSWORD parameter in your environment file is blank.

    Use the following command:

    kubectl describe pod <dwp-tomcat pod> -n <namespace>

    Example command output is as follows:

    tomcat:
 env:
 DWP_LOG_LEVEL: ERROR
 DWP_SESSION_TIMEOUT_MIN: "30"
 INNOVATION_SUITE_ROOT_URL: http://platform-user-ext:8008
 IS_PASSWORD: ""
 IS_USER: hannah_admin
  2. Rerun the HELIX_ONPREM_DEPLOYMENT pipeline only with the GENERATE_CONFIG pipeline.
    Make sure that you provide all the inputs for all the parameters.
  3. Rerun the HELIX_SMARTAPPPS_DEPLOY pipeline.

You encounter the following pipeline not started error:

No Pipeline execution is started. It is
stuck.
[Pipeline] node
Still waiting to schedule task
There are no nodes with the label
‘<label>’
  1. Verify that the value of the AGENT parameter is correct in the HELIX_ONPREM_DEPLOYMENT pipeline.
  2. In Jenkins, in the nodes section that is <jenkins url>/computer URL, verify that the value that you specify for the present as a node. 


You encounter the following Git checkout error:

[Pipeline] // stage
[Pipeline] echo
ERROR: Failed to Checkout Devops
Repos
[Pipeline] }
[Pipeline] // stage
[Pipeline] echo
Exception occured : hudson.AbortException:
Couldn't find any revision to build. Verify the repository and branch
configuration for this job.

Verify that the values of VERSION and PLAYBOOKS_REPO_VERSION parameters in the HELIX_ONPREM_DEPLOYMENT pipeline are correct.

Learn about the parameter values at Performing the installation.

You encounter the following error about missing pipeline:

[Pipeline] build

[Pipeline] }

[Pipeline] // stage

[Pipeline] echo

Exception occured : hudson.AbortException:
No item named HELIX_SMARTREPORTING_DEPLOY found

Verify that the missing pipeline is present in Jenkins.

Learn about the adding the deployment pipelines at Setting up BMC Deployment Engine.

You encounter the following error about incorrect Helm:

item: helm3 template --namespace=remedy-poc /jenkinsnfs/HELM_CHARTS/
remedy-poc/210200.0.10.01/helm/atriumwebsvc -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/
helm/atriumwebsvc/values.yaml -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/
values-files/atriumwebsvc-_base-values.yaml -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/helm/devops.yaml -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/helm/atriumwebsvc/ephemeral.yaml
> /jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/yaml-files/atriumwebsvc-atriumwebsvc.yaml
  msg: non-zero return code
  rc: 127
  start: '2021-05-24
10:10:48.666030'
  stderr: '/bin/sh:
helm3: command not found'
  stderr_lines:
<omitted>
  stdout: ''
  stdout_lines:
<omitted>

Verify the HELM_BINARY value in the HELIX_ONPREM_DEPLOYMENT pipeline is correct.

The PLATFORM_DEPLOY pipeline fails if you specify an incorrect HELM_BINARY value or a binary that is not present on the Jenkins node.

You encounter an error related to pipeline cannot find required database password. An example error is as follows:

Error while deploying pod ar-db-setup-76wwj

    InterruptedException:  java.lang.InterruptedException: Error while deploying pod ar-db-setup-76wwj

    Command [ kubectl get pod ar-db-setup-76wwj -o=jsonpath='{.spec.containers[*].name}' --namespace=pe-iur | awk '{print $1}' ]

    Command [ kubectl logs ar-db-setup-76wwj -c ar-db-setup --namespace=pe-iur ]

     Pod : [ar-db-setup-76wwj] Container : [ar-db-setup]

    DATABASE_USER is set.

    !ERROR: Required environment variable "DATABASE_USER_PASSWORD" is not set !!!

Make sure that you specify the correct database password.

You encounter errors related to BMC Helix Single Sign-On installation failure or BMC Helix Single Sign-On URL is inaccessible.

For more information about the error, in your Jenkins node, run the following command, and debug the issue.

tail -f logs/deployment.log

You encounter errors related to nothing to commit. An example error is as follows:

#On branch master

nothing to commit, working directory clean.

[Pipeline] }

[Pipeline] // withCredentials

[Pipeline] }

[Pipeline] // stage

[Pipeline] echo

Exception occurred : hudson.AbortException: script returned exit code 1

While rebuilding the HELIX_ONPREM_DEPLOYMENT pipeline, verify the following points:

  • If there are any changes to the deployment input configuration file or cacerts file, make sure that you update the file and upload the updated file.
    For example, if there changes to the cacerts file, upload updated cacerts file in the CACERTS_FILE parameters in the CUSTOMER-INFO section.
  • If there are no changes to the deployment input configuration file and cacerts file, perform the following steps:
    1. In the CUSTOMER-INFO section, verify that you do not upload any file in the INPUT_CONFIG_FILE and CACERTS_FILE parameters.
    2. In the INPUT_CONFIG_METHOD parameter, select the Generate_Input_File option.
    3. In the PRODUCT-DEPLOY section, do not select the HELIX_GENERATE_CONFIG check box.

Learn about the parameters at Performing the installation.

You encounter an error on the HELIX_PLATFORM_DEPLOY pipeline console output when you rebuild the pipeline by using the Rerun option. An example error is as follows:

Failed to create PostgreSQL user: aradmin
ERROR: role "aradmin" already exists
!ERROR: Failed to create PostgreSQL user: aradmin

Before you rebuild the HELIX_PLATFORM_DEPLOY pipeline, verify the following points on the pipeline console output page:

  • The Platform-DBRestore and SmartReporting-DBRestore stages in the pipeline run are successful.
  • If the Platform-DBRestore and SmartReporting-DBRestore stages are not successful, perform the following steps:
    1. Delete the AR_DB_NAME, AR_DB_USER, SMARTREPORTING_DB_NAME, and SMARTREPORTING_DB_USER parameter values in the PostgreSQL database.
    2. Rebuild HELIX_PLATFORM_DEPLOY pipeline by using the ReRun option.
      Learn about rebuilding a pipeline by using the ReRun option at Troubleshooting deployment pipeline failure issues.
      The following image shows an example of the pipeline failure at the SmartReporting-DBRestore stage:

Related topics

Troubleshooting deployment pipeline failure issues

Viewing and collecting logs by using the Support Assistant tool

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Last modified by Poonam Morti on Nov 01, 2023
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