Troubleshooting Report Engine issues

Consult this topic to troubleshoot Report Engine issues.

The Report Engine fails to install

Scope

This issue occurs when the Cell name is already registered with another TrueSight Infrastructure Management server. You can see the following message:

Cell Name is already registered with another BMC TrueSight Infrastructure Management. Please provide the valid cell name.

You can register only one TrueSight Infrastructure Management server for a Report Engine.

Workaround

  • Ensure that the following components are installed:
    • Remedy Single Sign-On
    • TrueSight Presentation Server. For information, see  the installation documentation for the product Open link .
    • TrueSight Infrastructure Management. Ensure that TrueSight Infrastructure Management is registered on TrueSight Presentation Server after installation. For more information, see  the installation documentation for the product Open link .
    • TrueSight Smart Reporting. For information, see  the installation documentation for the product Open link .
    • Report Engine. For more information, see Installing.

  • Before installing Report Engine, use the …Util\AdminDatabaseScripts\create_sql_user.bat script to create RE DB users. For example, the following image shows the script run successfully:


The script fails to install the Report Engine

Scope

The script fails to install the Report Engine with the following error:

Cannot alter user bpatrol, because it does not exist or you do not have permissions.

Workaround:

With the following changes, the Report Engine attempts to restore the database connection for 48 hours. If the connection is not restored within 48 hours, the Report Engine service shuts down.

Perform the following steps:

  1. In the ..\ReportEngine\conf\properties\dbpool.properties file, change the values of the follwoing properties as shown below:
    reportengine.dbpool.jdbc.connection.attempts=5760
    reportengine.dbpool.jdbc.connection.attempt.wait.time=30
  2. Restart the Report Engine.


User privileges error occurs while installing the Report Engine

Scope

While installing the Report Engine, the following error occurs and the installation does not proceed:

Some Grants and Privileges are Missing to Database User "xxx". The object 'bmc_test_table' does not exist or is invalid for this operation.

Workaround

Install the Report Engine with a new database.


Error about registering multiple TrueSight Infrastructure Management servers

Scope

The Report Engine fails to install with the following error:

BMC TrueSight Infrastructure Management Server is already registered for this report engine. You can register only one BMC TrueSight Infrastructure Management Server for a Report Engine.

This issue occurs because an MS SQL server user with Windows authentication is incorrectly created.

Workaround

  1. Delete the login details and then add the login details again.
  2. Run the installation script.
  3. Start the installation.


Database version error

Scope

The Report Engine fails to install with the following error:

ORA-20001: Database version not supported.

Workaround 

If the Report Engine database user has sysadmin privileges, DBO becomes the default schema. However, Report Engine requires the REUNIV default schema.

Remove the sysadmin privilege for the Report Engine database user.


The Report Engine fails to install

ErrorScopeWorkaround
BMC TrueSight Infrastructure Management Server is already registered for this report engine. You can register only one BMC TrueSight Infrastructure Management Server for a Report Engine.

This error occurs because the IP address of the TrueSight Infrastructure Management server is entered instead of the host name during the installation.

Enter the TrueSight Infrastructure Management server IP address during installation.

ORA-20001: Database version not supported.

This error occurs because the Oracle version is not supported. The Oracle 18c or 19c database versions can now be used after running the AdminDatabasescripts. The Workaround column provides instructions on using these scripts.

  1. Copy the AdminDatabaseScripts folder that is attached to this knowledge article (KA:000211124) Open link .
  2. Navigate to <TrueSight Report Engine install directory>\Reports\Util\ and replace the AdminDatabaseScripts folder with the folder that you just copied.
  3. Continue with the database user and tablespace creation.

For more information, see the following documentation:

  • Creating tablespaces and user on the Oracle database for Report Engine Open link
  • Creating tablespaces and user on Oracle database for TrueSight Smart Reporting Open link
Invalid Username/Password

This error occurs during the installation when you enter the TrueSight Infrastructure Management credentials.

The TrueSight Infrastructure Management server can be accessed by using the same credentials.

Open the following ports on the Reporting server and TrueSight Infrastructure Management server:

  • The Report engine starts at port 3783 where the Cell sends event data.
  • The Report engine connects to the Cell port 1828 (default) to get impact data. This port can change if the the Cell port is different than the default port
    • The Report engine connects to its database 1521 (Oracle) or 1433 (SQL server). This port can change if the database port is different than the default port.
  • The Report engine connects to the TrueSight Infrastructure Management database 1521 (Oracle) or 2638 (Sybase). This port can change if the database port is different than the default port.
  • TrueSight Smart reporting connects to its database 1521 (Oracle) or 1433 (SQL Server. This port can change if the database port is different than the default port.
  • TrueSight Smart reporting connects to the Reporting database 1521 (Oracle) or 1433 (SQL Server). This port can change if the database port is different than the default port.
  • TrueSight Smart Reporting (default 8443) connects to TrueSight Presentation Server (default 443).

Please check your TrueSight Infrastructure Management Server database connection, the database cannot be reached or does not exist.


The following error is reported in the installation logs:

ORA-12514, TNS: listener does not currently know of service requested in connect descriptor.

The Report Engine installation fails during TrueSight Infrastructure Management registration.


This error might occur because of the listener receives a request to establish a connection to a database or a service that is not yet registered with the listener or that is not yet configured for the listener. This might be a temporary condition. For example, the error might occur after the listener has started before the database instance is registered with the listener.

Ask your database team to perform the following actions:

  • Check the services that are currently known to the listener. Run the following command:
    lsnrctl services <listener name>
  • Check that the SERVICE_NAME parameter in the connect descriptor of the net service name used specifies a service that is known by the listener.
  • If an easy connect naming connect identifier was used, check that the service name specified is a service known by the listener.
  • Check for an event in the listener.log file. For more information, see https://docs.oracle.com/cd/B19306_01/server.102/b14219/net12500.htm Open link .
  • Verify if the service is set correctly set in the tnsnames.ora file.


To migrate Truesight Report Engine from the C drive to D drive

Perform the following steps:

  1. Stop the Report Engine service.
  2. Take a backup of existing install directory.
  3. Uninstall Report Engine.
  4. In the Report Engine database, update the bppm_server_config table by running the following command:
    update bppm_server_config set deleted='T' where SERVER_ID=<tsim_server_id>
  5. Install Report Engine on the D drive while keeping the same Report Engine database and TrueSight Infrastructure Management from the previous installation.

    Important

    • Reinstall Report Engine on the same day.
    • Do not choose to configure TrueSight Smart Reporting during installation because the configuration files are copied across from the previous installation while reinstalling TrueSight Smart Reporting.
  6. Make sure that the value for the Select deleted from bppm_server_config where SERVER_ID=<tsim_server_id> parameter is set to F.
  7. Update the value for the parameter bppm_server_config set deleted='F' where SERVER_ID=<tsim_server_idto F.
  8. (Oracle database only) Run the commit command.
  9. Use the TrueSightInfrastructureManagement_config CLI command in the Edit option and execute it. For more information, see TrueSightInfrastructureManagement_config command.
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