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Troubleshooting BMC Atrium Core issues

This section provides information on issues related to installation or upgrade of BMC Atrium Core, BMC Atrium CMDB, BMC Atrium Integration Engine, Atrium Integrator, Product Catalog, Web Services and so on, as well as the troubleshooting information. The following table provides links to the topics and a brief description of the issue.

Topic Issue
BMC Atrium Core Console access or launch issues When you access the BMC Atrium Core console using the BMC Remedy Mid Tier, either an error is displayed or the console is opened incorrectly.
BMC Atrium Integration Engine installation issues When you install the BMC Atrium Integration Engine, workflow errors occur when the BMC Atrium Core installer fails to copy the BMC Atrium Integration Engine workflow utilities to the BMC Remedy AR System server directory.
Product Catalog installation issues Product Catalog is not installed, or an error occurs during installation.
Issues in accessing Help for Product Catalog You cannot access Help for the Product Catalog.
Web Services installation issues You encounter following issues during BMC Atrium Core Web Services installation:
  • BMC Atrium Core Web Services is inaccessible on the network.
  • Web Services Registry installation fails.
Web services does not restart after a computer reboot on a UNIX OS Processes related to web services are not started automatically after a computer restart.
Extension installation fails to complete Installation issues related to Extension loader.
Running certain commands on UNIX results in a JRE conflict error  An error occurs when you perform either of the following actions from the command line:
  • Run the admincmdline or tibcommander command.
  • Start ems, managementdaemon, or adminserver.
Special characters are not displayed correctly Special characters such as the trademark (™) and copyright (©) symbols are not being displayed correctly.
Common uninstallation issues

During uninstallation, you encounter issues such as:

  • (Microsoft Windows) You see no CPU activity for an hour or more.
  • (UNIX) You see a message that BMC Remedy AR System has been terminated.
  • If you perform the uninstallation process for BMC Atrium Core Web Services improperly or in the incorrect order, the Active Matrix Administrator directory is left with a path name that exceeds 255 characters.
Atrium Integrator upgrade issues

This section provides information on the following issues that you might encounter while upgrading the Atrium Integrator:

  • Fixing issues while backing up jobs and transformations — When you upgrade the Atrium Integrator server, the Atrium Integrator server installer might fail to create a backup of some or all of your jobs or transformations.
  • Stopping concurrent processes — When you upgrade Atrium Integrator, if applications other than the Atrium Integrator installer are running, you might encounter issues. Additional applications might consume processes that are required by the Atrium Integrator installer for deploying the installation files and directories.
Other BMC Atrium Core upgrade issues When you upgrade BMC Atrium Core, you might encounter miscellaneous issues such as the malloc failed error, no CPU activity for a long duration, and so on.
Extension loader is not responding The Extension Loader might not successfully copy data to your data model due to issues with the BMC Remedy AR System server.
Other common extension loader issues

You might encounter extension loader errors if:

  • Any script files for the extensions that you want to install is missing.
  • When you install the extensions, the extension directory structure is incorrect.
Issues that might arise during the CDMChecker pre-upgrade check You cannot upgrade BMC Atrium Core if CDMChecker detects customization in your Common Data Model (CDM) that does not follow the standard guidelines.
Issue that might arise during the Product Catalog pre-upgrade check BMC Atrium Core 8.1 requires that the instance IDs of records in the SYS:Message Box form be unique. An upgrade from a version earlier than 7.5.00 might fail if the Product Catalog preupgrade check encounters duplicate instance IDs.

Related topics

Refer to To know about
Platform installation and upgrade known and corrected issues Known and corrected issues in BMC Atrium Core

Atrium Integrator known and corrected issues topic in the BMC Atrium Core 8.1 space

Known and corrected issues in Atrium Integrator

Troubleshooting section in the BMC Atrium Core 8.1 space

Issues that are not listed here or issues related to the other features of BMC Atrium Core.

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