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Troubleshooting issues in Quick Start

See the following sections for information about troubleshooting issues in Quick Start:

Performing cleanup to recover from Quick Start errors

If a Quick Start operation fails, artifacts from that operation may persist within BMC Cloud Lifecycle Management and related products. To ensure that Quick Start is functioning smoothly, you can perform the following cleanup procedures to remove unwanted artifacts.

Cleaning up vCenter connectors

If creation of a vCenter connector fails, use the following procedures to remove associated data from BMC Server Automation and BMC Network Automation.

 Click for details

To clean up vCenter connector data in BMC Server Automation

  1. Log on to the BMC Server Automation Console (see Starting the BMC Server Automation Console).
  2. Navigate to the Servers folder (under the Bladelogic node).
  3. If a smart group called All Servers exists, open it. If not, take the following steps to create a smart group:
    1. Right-click on the Servers folder and select New > Server Smart Group.
    2. In the Name field, enter All Servers.
    3. Change equals to does not equal.
    4. In the text field to the right, enter a name that does not equal the vCenter name, such as xyz.
    5. Click Finish to create the smart group.
  4. In the All Servers smart group, select the server that was specified in the vCenter Hostname field when defining a vCenter connector in Quick Start.
  5. Right-click and select Administration Task > Decommission. A dialog opens. Click OK on the dialog to decommission the server.
  6. From the menu bar, select Configuration > Property Dictionary View. The Property Dictionary opens.
  7. Expand the Built-in Property Classes node, and select the Connection class.
  8. In the right pane, select the Instances tab.
  9. Select the connection instance named Connection_serverName where serverName is the name of the server you decommissioned earlier in the procedure.
  10. Click Remove Property Set Instance  to delete the connection.
  11. Optionally, you can restart Quick Start and the Platform Manager to refresh their caches quickly. To restart:
    • (Windows) Access the Platform Manager server, open the Services window and find the BMC QuickStart service. Right-click it and select Restart. Then find the BMC CLM service. Right-click it and select select Restart.
    • (Linux) Access the Platform Manager server and enter the following commands:
      /etc/rc.d/init.d/BMCQuickStart restart
      /etc/rc.d/init.d/BMCCLM restart

To clean up vCenter connector data in BMC Network Automation

  1. Using BMC Cloud Lifecycle Management, offboard the network pod that Quick Start created. See Onboarding and offboarding network pods.
  2. Access the BMC Network Automation interface.
  3. Select the Network tab. Then, under Virtual Data Center, take the following actions:
    • Select Containers and delete any containers created by Quick Start. This action is not necessary if you have not yet created any environments in Quick Start.
    • Select Container Blueprints and delete any container blueprints by Quick Start. This action is not necessary if you have not yet created any environments in Quick Start.
    • Select Pods and delete any pods created by Quick Start.
    • Select Pod Blueprints and delete any pod blueprints created by Quick Start.
  4. Under Spans, select Devices and delete any related vSwitches.
  5. Select the Admin tab. Under Network Admin, select Device Security Profiles. Find the profile in the list that corresponds to the vCenter server. Ensure that the device count for that profile is 0. If it is, delete the profile.
  6. Click on Excluded IP Addresses and delete all excluded IP addresses that relate to network pods you are cleaning up.

Cleaning up vCenter environments

If creation of a vCenter environment fails, use the following procedures to remove associated data from BMC Cloud Lifecycle Management and BMC Network Automation.

 Click for details

To clean up an environment in BMC Cloud Lifecycle Management

If creation of an environment fails, use the following procedure to clean up network containers, resources, and compute pools. Then attempt to create the environment again.

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left and select Resources.
  3. Select Network Containers.
  4. Ensure no network container was created for the failed environment. If one exists, select it and then click Delete Network Container .
  5. Select Resources.
  6. Offboard any resources created for the failed environment by selecting the resource and clicking Offboard Resource .
  7. Select Compute Pools.
  8. Delete any compute pools created for the failed environment by selecting compute pool and clicking Delete Compute Pool .

To clean up an environment in BMC Network Automation

  1. Using BMC Cloud Lifecycle Management, offboard the network pod that Quick Start created. See Onboarding and offboarding network pods.
  2. Access the BMC Network Automation interface.
  3. Select the Network tab. Then, under Virtual Data Center, take the following actions:
    • Select Containers and delete any containers created by Quick Start.
    • Select Container Blueprints and delete any container blueprints created by Quick Start.
  4. Under Spans, select Devices and delete any related vSwitches.
  5. Select the Admin tab. Under Network Admin, select Device Security Profiles. Find the profile in the list that corresponds to the vCenter server. Ensure that the device count for that profile is 0. If it is, delete the profile.
  6. Click on Excluded IP Addresses and delete all excluded IP addresses that relate to network containers you are cleaning up.

Cleaning up vCenter services

If creation of a vCenter service fails, use the following procedures to clean up service blueprints and service catalogs. To be safe, you should also remove the virtual guest package (VGP), if one was created.

 Click for details

Note

Incorrectly deleting a service blueprint or catalog, will break any associated services. Confirm the name of the service blueprint or catalog before deleting.

To clean up service blueprints

If creation of a service fails at the step called "Service Offering Create," use the following cleanup procedure:

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left, and select Service Blueprints.
  3. Delete the service blueprint created for the failed service.
  4. Using Quick Start, recreate the service.

To clean up service catalogs and service blueprints

If creation of a service fails at the step called "Request Definition Create," use the following cleanup procedure:

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left, and select Service Catalog.
  3. Delete the service offering created for the failed service.
  4. Click the vertical Workspaces menu on the left, and select Service Blueprints.
  5. Delete the service blueprint created for the failed service.
  6. Using Quick Start, recreate the service.

To remove the VGP

If the process of creating a vCenter service fails, the associated VGP may have already been created in BMC Server Automation. In this situation, if a user attempts to create another service with the same name in Quick Start, creation fails with the following error:The VirtualGuestPackage was not created successfully. BBSA response: Error: A depot object of the same type with the name <VGP Name> already exists in this folder.To prevent this error, remove the VGP from BMC Server Automation.
  1. Log on to the BMC Server Automation Console (see Starting the BMC Server Automation Console).
  2. Navigate to the Depot/CSM_Virtual_Guest_Packages folder.
  3. Delete the VGP specified in the error message.

    Note

    Be careful about selecting the VGP to delete. If you delete the wrong VGP, service offerings cannot be created for any associated service.

Cleaning up Amazon connectors

If the process of creating an Amazon connector fails with any of the messages listed below, your Amazon Web Services (AWS) credentials may be incorrect. Those credentials consist of a private key and a certificate. In a situation like this, use the cleanup procedure described below and then attempt to create the connection again using the correct credentials.

Error messages:

Error while searching for pod in proxy
Error while searching for container blueprints in proxy
Error while creating Amazon Connector, please refer to CLM quickstart documentation for cleanup

 Click for details

To clean up AWS credentials

  1. Access the enterprise BMC Remedy AR System server using this BMC Remedy AR Mid Tier URL: http://<midTierHost>:<midTierPort>/arsys/forms/<ar_enterprise_host>/CMF:AmazonEC2CredentialStore.
  2. Using the resulting form, search for the account associated with the failed connector. For example, you can enter the user name for the failed connector. The search returns a list of accounts.
  3. Verify the account name to delete.
  4. On the list, select the account for the failed connector, right-click, and select Delete.

Cleaning up Amazon environments

If creation of an Amazon environment fails, use the following procedures to remove associated data from BMC Cloud Lifecycle Management and BMC Network Automation.

 Click for details

To clean up Amazon environments

If creation of an environment fails, use the following procedure to clean up network containers, resources, and compute pools. Then attempt to create the environment again.

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left and select Resources.
  3. Select Network Containers.
  4. Ensure no network container was created for the failed environment. If one exists, select it and then click Delete Network Container .
  5. Select Resources.
  6. Offboard any resources created for the failed environment by selecting the resource and clicking Offboard Resource .
  7. Select Compute Pools.
  8. Delete any compute pools created for the failed environment by selecting compute pool and clicking Delete Compute Pool .

Cleaning up Amazon Services

If the process of creating a service fails, use the following cleanup procedures and then attempt to create the service again.

 Click for details

Note

Incorrectly deleting a service blueprint or catalog, will break any associated services. Confirm the name of the service blueprint or catalog before deleting.

To clean up service blueprints

If creation of a service fails at the step called "Service Offering Create," use the following cleanup procedure:

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left, and select Service Blueprints.
  3. Delete the service blueprint created for the failed service.
  4. Using Quick Start, recreate the service.

To clean up service catalogs and service blueprints

If creation of a service fails at the step called "Request Definition Create," use the following cleanup procedure:

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left, and select Service Catalog.
  3. Delete the service offering created for the failed service.
  4. Click the vertical Workspaces menu on the left, and select Service Blueprints.
  5. Delete the service blueprint created for the failed service.
  6. Using Quick Start, recreate the service.

Cleaning up tenants

If the process of creating a tenant fails, use the following procedures to clean up existing tenant information and then attempt to create the tenant again. You must perform both procedures.

 Click for details

To clean up tenant information in BMC Cloud Lifecycle Management

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left, and select Tenants.
  3. Select a tenant and then select Offboard tenant .
  4. Click the vertical Workspaces menu on the left, and select Service Catalog.
  5. Select the Entitlement Packages tab.
  6. Select the package named tenant_package (where tenant is the name of the tenant you just deleted), and select Delete Entitlement Package .

To clean up tenant information in BMC Remedy AR System

  1. Log on to BMC Remedy User.
  2. Delete the tenant's location by doing the following:
    1. Select File > Open > Object List. The Object List window opens.
    2. Click the Find tab.
    3. In the Search what keywords field, enter Site Information and click Find. A list of matching forms opens.
    4. In the list, double-click Customer Sites. The Site Information form opens.
    5. In the Site Name field, enter the location that was specified for the tenant in Quick Start. A list of forms with matching site information appears.
    6. Select the appropriate site and press Ctrl D to delete it.
  3. Delete the tenant company by doing the following:
    1. Select File > Open > Object List. The Object List window opens.
    2. Click the Find tab.
    3. In the Search what keywords field, enter Company and click Find. A list of matching forms opens.
    4. In the list, double-click Companies. The Company Information form opens.
    5. In the Company Name field, enter the name that was specified for the company in Quick Start. A list of forms with matching company names appears.
    6. Select the appropriate company and press Ctrl D to delete it.

Cleaning up users

If the process of creating a user fails, use the following procedures to clean up existing user information and then attempt to create the user again.

 Click for details

To clean up users

  1. Log in to the BMC Cloud Lifecycle Management Administration Console.
  2. Click the vertical Workspaces menu on the left, and select Tenants.
  3. Select Manage Company, People . The Manage Company, People window opens.
  4. In the drop-down list at the top of the window, select the tenant with users you want to clean up.
  5. In the row for step 4, select View. The People form opens.
  6. In the rows at the top of the form, select the user you want to delete.
  7. Change Profile Status to Delete.
  8. Click Save.
  9. Right-click the row for the user to be deleted and select Delete.

Resolving connectivity issues

If you encounter an error that suggests you are having connectivity problems:

  • Check firewall access to port 9000 from the client browser.
  • Ensure that the Quick Start service is running:
    • (Windows) Use the Windows Control Panel to access services (Control Panel > Administrative Tools > Services). Ensure that the BMC QuickStart service shows a status of "Started."
    • (Linux) Enter the following commands:

      cd /opt/bmc/BMCCloudLifeCycleManagement/Platform_Manager/QuickStart/
      
      ./sh.script.in status
      

      That command should produce the following message:
      BMC Quick Start application server is running: PID:1461, Wrapper:STARTED, Java:STARTED

Accessing the Quick Start server by host name

Quick Start is a web application that runs in its own framework. You must be able to access the Quick Start server by its host name, not its IP address. If you cannot access the Quick Start server by host name, you may not be able to launch the Quick Start application.

For a workaround to this situation, see ensuring access to Quick Start.

Displaying provisioned servers in BMC Server Automation

You can use Quick Start to set up the configuration needed to create virtual machines that are added to BMC Server Automation. However, servers created in this way are not automatically added to a specific folder in the Servers workspace in BMC Server Automation.

To see new servers that are provisioned through Quick Start, set up a smart group in BMC Server Automation. For example, you might want to set up a smart group that shows all servers or perhaps all servers added after a certain date. (See Defining a smart group.) Alternatively, can run the blcontent script in BMC Server Automation, which installs prepackaged content, including a smart group that shows all servers. (See Loading prepackaged content.)

Launching Quick Start from QuickStart.exe

When you launch the Quick Start service by clicking QuickStart.exe in the QuickStart folder (typically, C:\Program Files\BMC Software\BMCCloudLifeCycleManagement\Platform_Manager\QuickStart), the QuickStart service does not show a status of Started. To avoid this, launch the QuickStart service from the Windows control panel.

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