This documentation supports the 9.0 version of BMC Remedy ITSM Deployment.

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

Other common extension loader issues

You might encounter extension loader errors if:

  • Any script files for the extensions that you want to install are missing
  • The extensions directory structure is incorrect when installing the extensions.

The following procedure provides instructions for troubleshooting extension loader issues. For more information about the cmdbExtLoader program, see Managing BMC Atrium CMDB extensions  in the BMC Atrium Core online documentation.

To troubleshoot extension loader issues

  1. Open the AtriumCoreMaintenanceTool.cmd utility and click the Generate Extensions XML File tab to generate the XML file for the extensions.
    The atriumcore_configuration_log.txt file, which is created when you generate the extensions, reports any missing file errors.
  2. Click the Validate Extensions XML File tab to validate the extensions.
  3. If the extensions installation fails, click Browse to Log on the Log tab and look for SEVERE error messages displayed in the log.
    The log file path can be retrieved from the atriumcore_configuration_log.txt file.

    Note

    On some Windows systems, log files are not generated if the %TMP% and %TEMP% variables do not point to the same location.

  4. Verify that the cmdbdriver and driver scripts files are in UNIX format, without ^M characters, otherwise you might encounter errors, such as CMDBdriver did not produce a CMDBdriver.out file.
  5. Examine the .out files to determine the output of the following scripts:
    • driver — A command line client for the AR System C API.
    • cmdbdriver — A command line client for the BMC Atrium CMDB C API.

    The .out files indicate whether a script was successfully executed. In case of errors, specific error areas such as AR System errors or BMC Atrium Core errors and their reasons are provided.

  6. Check the installation log files for the following warnings and errors:
    • Warnings — The cmdbExtLoader might encounter AR System warning messages when installing the extensions. Warnings mean that the extensions were installed with exceptions to the requested operation.
      To troubleshoot warnings, check the log files to verify that the operation was completed successfully.
    • Errors — Check for the following types of errors in the log files:
      • Dependency failure — The prerequisites listed in the package.xml file are not met.
      • Extension already exists — The installer found an extension that was already registered in the SHARE:Application_Properties form.
      • Extension already failed — The installer found a failed extension from a previous installation.
  7. From a browser, query the SHARE:Application_Properties form to determine whether the required components and versions are installed on the server.
  8. If the .out file is not generated, perform the following steps:
    1. Start the driver or cmdbdriver program.
      For more information about using the cmdbdriver, see cmdbdriver program in the BMC Atrium Core online documentation.

      Note

      If you encounter errors when running the executables, use the log and init commands to log on to the cmdbdriver program and to initialize it.

    2. Run the ex command to execute the script.
    3. In the input file prompt for the file name, specify the OSD file for cmdbdriver or the ARD file for driver.
      These script files are located under the extensions directory. The script file for the cmdbdriver program is named OSD.txt and for the driver program is named ARD.txt.
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