This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Troubleshooting with log files

This section describes methods and log files that system administrators can use to troubleshoot BMC Digital Workplace Catalog issues.

Log files available to BMC Digital Workplace Catalog administrators

If you installed BMC Digital Workplace Catalog into a custom folder, then replace all occurrences of the path name /opt/bmc/digitalworkplace with your installation folder.

Log file nameInformation recorded in log fileLog file name and locationNotes

Bundle log

The bundle log captures messages related to the application execution so you can troubleshoot errors with end user requests, process workflows, and other system errors.

 /opt/bmc/digitalworkplace/db/bundle.log

 Enabled by default. For information, see To troubleshoot service catalog requests

Trace log

The trace log captures messages related to server communication, SSL certificate issues, and API transactions.

 /opt/bmc/digitalworkplace/sb/rxscripts/trace.log

 Disabled by default. After you install trace logging, the logging feature persists after application and server restarts.

For information about enabling this log file, see To enable or disable the trace log.

Installation logs

Two log files record the actions while the application is installing.

 /tmp/dwp_install_log.txt

/tmp/dwpsystem_install_log.txt

 Enabled by default. For information, see To troubleshoot installation issues.

Tenant creation (postinstallation) log

The tenant creation log file records the activity when running the postinstallation script to create the tenant.

The restart after tenant creation log records the activity during the system startup process after you run the postinstallation scripts to create the tenant.

 /opt/bmc/digitalworkplace/db/post-install.log

/opt/bmc/digitalworkplace/sb/log/post_install_restart.txt

 Enabled by default. For information, see To troubleshoot tenant creation issues.

System startup logs

A series of log files record similar messages during the system startup process.

/opt/bmc/digitalworkplace/db/sb-start.log

/opt/bmc/digitalworkplace/sb/log/dwpcontrollerStart.log

/opt/bmc/digitalworkplace/Logs/arStart.log

/opt/bmc/digitalworkplace/Logs/arRestart.log

Enabled by default.

To troubleshoot service catalog requests

Service catalog administrators can review the status of service requests in the Service Requests within the application. The Service Requests page shows relevant portions of the stack trace and error messages. However, To trace the cause of an error, an administrator can log into the BMC Digital Workplace Catalog server command line and search for the Request ID in the log file located in the <installLocation>/db/bundle.log.

Reasons for failed requests

  • Request is submitted with empty values for required parameters.
  • Request to another AR System application (such as Remedy Service Request Management or BMC HR Case Management) on-behalf of a user who does not have permissions to access the system.
  • Server is configured incorrectly.

To review the bundle.log

  1. While logged into the BMC Digital Workplace Catalog server, change to the log files folder.

    Example
    $ cd /opt/bmc/digitalworkplace/db
  2. Review the bundle log file in a text editor, or display it onto the screen:

    Example
    $ vi bundle.log
  3. Monitor service request interaction in real time by watching the log file in a terminal window while requesting services from BMC Digital Workplace:

    Example
    $ tail -f bundle.log

To troubleshoot installation issues

Review the log files /tmp/dwp_install_log.log and /tmp/dwpinstallation_log.log for details captured during the installation.

Example: Messages from the end of a successful installation
...
[ 2017-05-30_10:31:06 ] [ COMMAND ] : cd /opt/install_files
[ 2017-05-30_10:31:06 ] [ COMMAND ] : cd /opt/bmc/digitalworkplace
[ 2017-05-30_10:31:06 ] [ COMMAND ] : cp -f /opt/install_files/uninstall-digitalworkplace.sh /etc/arsystem
[ 2017-05-30_10:31:06 ] [ ASSIGNMENT ] : ar_is_running=7879 7893
[ 2017-05-30_10:31:06 ] [ COMMAND ] : /opt/bmc/digitalworkplace/bin/arsystem stop
[ 2017-05-30_10:31:10 ] [ COMMAND ] : cd /opt/bmc/digitalworkplace
[ 2017-05-30_10:31:10 ] [ COMMAND ] : /opt/bmc/digitalworkplace/arcontroller start -u Demo -p password
[ 2017-05-30_10:31:10 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:20 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:30 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:40 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:50 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:00 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:10 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:20 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:31 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:41 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:51 ] [ ASSIGNMENT ] : ARSYSTEM_UP=[Tue May 30 10:32:51.313] RikMain- AR Server 127.0.0.1 is alive
[ 2017-05-30_10:32:51 ] [ INFO ] : ================== INSTALL COMPLETED SUCCESSFULLY ==================

To troubleshoot tenant creation issues

Review the log file /opt/bmc/digitalworkplace/db/post-install.log for details of the authentication and data payloads used when creating the tenant schema or loading the tenant data.

Example: Login commands sent to the platform when creating the tenant
== Info:   Trying 127.0.0.1... == Info: connected
== Info: Connected to localhost (127.0.0.1) port 8008 (#0)
=> Send header, 267 bytes (0x10b)
0000: POST /api/myit-sb/users/login HTTP/1.1
0028: User-Agent: curl/7.19.7 (x86_64-redhat-linux-gnu) libcurl/7.19.7
0068:  NSS/3.13.6.0 zlib/1.2.3 libidn/1.18 libssh2/1.4.2
009c: Host: localhost:8008
00b2: Accept: */*
00bf: Content-Type: application/json
00df: X-Requested-By: Demo
00f5: Content-Length: 48
0109: 
=> Send data, 48 bytes (0x30)
0000: {.   "id": "Demo",.   "password": "password".  }
...

To troubleshoot startup issues

Review the log file /opt/bmc/digitalworkplace/db/sb-start.log for messages that occur during system startup.

Example: Details of the application startup processes
[ 2017-05-30_10:31:10 ] [ COMMAND ] : /opt/bmc/digitalworkplace/bin/arsystem start
[ 2017-05-30_10:31:50 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:00 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:10 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:20 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:30 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:40 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:51 ] [ ASSIGNMENT ] : ARSYSTEM_UP=[Tue May 30 10:32:51.213] RikMain- AR Server 127.0.0.1 is alive
[ 2017-05-30_10:32:51 ] [ COMMAND ] : export rx_host=localhost
[ 2017-05-30_10:32:51 ] [ COMMAND ] : export rx_default_bundle_scope=rxn:/myit-sb/
[ 2017-05-30_10:33:17 ] [ SCIRPT ] : /opt/bmc/digitalworkplace/sb/run_migrations.sh
[ 2017-05-30_10:33:18 ] [ TRACE LOG ] : == Info: About to connect() to localhost port 8008 (#0)

To enable or disable the trace log

You can toggle the trace log on or off to record all server communication into the file <installLocation>/sb/rxscripts/trace.log. The setting is retained even after restarting the application or the server.

To enable the trace log

  1. On the application server, go to /opt/bmc/digitalworkplace/sb.
  2. Execute the post_install.sh command to enable the trace log

    Example
    # ./post_install.sh enable_trace_logging

    Trace logging shall be enabled.

    Note

    When trace logging is enabled, some user name and password combinations are recorded. This information is helpful during troubleshooting and when requested by BMC Support.

To disable the trace log

  1. On the application server, go to /opt/bmc/digitalworkplace/sb.
  2. Execute the post_install.sh command to enable the trace log

    Example
    # ./post_install.sh disable_trace_logging

    Trace logging shall be disabled.

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