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Troubleshooting data and workflow import issues

During installation, if you encounter data import issues (.ARX file) or workflow import issues (.DEF file), perform the following steps for troubleshooting:

  1. Examine the ProductName_Install_log.txt file located in the Temp directory.
    1. Look for a statement with RIKj exceptions, followed by -n and -l parameters, where -n indicates the name of the log file and -l indicates the location of the log file.
    2. Refer to the log file, for example logfilename.log, indicated by the -n parameter for specific information on the failure. Ideally, this file is located in the InstallDirectory\Logs directory.
    3. If an error has occurred while importing a particular file, a message is written to the corresponding error file, for example logfilename_error.log file, located in the InstallDirectory\Logs directory.
      The message indicates the reason for the import failure.
  2. In the logfilename_error.log file, note the time stamp of the failure entry.
  3. Scan the logfilename.log file for the entries immediately preceding the failure entry in the chronological order. 
  4. If the error message in the log file does not describe the issue, enable SQL and API logging and import the .DEF or .ARX file again. This will reproduce the error with additional information.
    When you enable these logging options, log files are created in the following directory:
    • (Microsoft Windows) ApplicationInstallDirectory\db
    • (UNIX) ApplicationInstallDirectory/db

    Note

    You can change the log file names and their locations at any time:

    1. In the BMC Remedy AR System Administration Console, click on System > General > Server Information > Log Files
    2. On the Log Files tab, change the name and location of the required log files. 


    To enable SQL and API logging:

    1. In the BMC Remedy AR System Administration Console, click on System > General > Server Information> Log Files.
    2. On the Log Files tab, select the API Log and SQL Log checkboxes.

  5. Examine the status of all the data and workflow imports in the ApplicationInstallDirectory\Logs\applicationName_error.html file, which is generated when an installation fails.
  6. Examine the arerror.log for issues with the server. For more information about arerror.log, see AR System server logging from the BMC Atrium Core documentation.
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