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General troubleshooting

This topic offers troubleshooting tips for the BMC Digital Workplace issues. See the Related topics for additional troubleshooting topics.

When viewing a profile, the Availability status shows only the availability for the next 24 hours

This feature works as designed for performance reasons.

Issue with a connection to the AR System server or SMTP

Review and correct the connection issue as described in Making configuration changes to integrated applications and List of providers. Then restart the BMC Digital Workplace and Smart IT server. 

Changing Tomcat port

To change the port, follow the instructions in Modifying ports for BMC Digital Workplace and Smart IT server for the Social server.

BMC Digital Workplace does not restart after a Java upgrade

If you upgrade Java as part of your BMC Digital Workplace upgrade, BMC Digital Workplace might not start. You must either update the path to the new location for Java, or copy the Java files to the previous location.

On a Microsoft Windows server, to update the location for Java, perform the following steps:

  1. Run the Regedit application.
  2. Open HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\SmartITMyITTomcat8\Parameters\Java.
  3. Change the JVM path to the location where you installed the most recent version of Java.

Browse Categories selection is not displayed in the Catalog menu

This issue is a symptom that BMC Digital Workplace Catalog has been enabled, but not fully configured. Complete the integration between the two servers, as described in Enabling and configuring the enhanced catalog for BMC Digital Workplace.

Some requests for items in the enhanced catalog cannot be cancelled

The ability to cancel requests for items in the enhanced catalog is supported only for services that generate one or more BMC Service Request Management requests or work orders. In addition, the ability to cancel a service bundle is not supported.

For requests that cannot be cancelled from BMC Digital Workplace clients, these requests can be cancelled only from the fulfillment application.

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