This documentation supports the 9.1 version of BMC Remedy ITSM Deployment.

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

Troubleshooting Remedy Approval Server installation and upgrade issues

The following sections provide information about the BMC Remedy Approval Server installation and upgrade issues:

Installer that terminates while checking for conflicts

If the installation terminates unexpectedly while the installer is checking for conflicts, check for the presence of an earlier installation of the approval server or an application that includes a bundled approval server. You might have to uninstall the earlier installation before you can proceed.

Customized workflow backup

If you have customized an earlier approval server installation, or customized an application that includes a bundled approval server, back up your customized forms, HTML files, and workflow before installation.

Location of log files

Two copies of the installation log files are saved in the ARSystemInstallDir/Logs/ folder:

  • Plain-text format:
    • Approval-RIK_PreInstall.log
    • Approval-RIK_PostInstall.log
  • HTML — Approval-RIK_PostInstall.html


By default, ARSystemInstallDir is the default location where BMC Remedy AR System is installed:

  • (Microsoft Windows) C:\Program Files\BMC Software\ARSystem
  • (UNIX) /opt/bmc/ARSystem

Log data for an upgrade installation is written to the following files in the Logs folder:

  • Approval-RIK_PostUpgradeInstall.log
  • approval-utils.log

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