This documentation supports the 19.08 version of BMC Digital Workplace Advanced.

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

Troubleshooting common BMC Digital Workplace Catalog issues by using log files

This topic describes how to troubleshoot the most common BMC Digital Workplace Catalog issues by using log files.

To troubleshoot service catalog requests

Service catalog administrators can review the status of service requests in the Service Requests page in 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 in to the BMC Digital Workplace Catalog server command line and search for the Request ID in the bundle.log log file located in installLocation/db.

Reasons for failed requests

  • Request is submitted with empty values for required parameters.
  • Request is submitted 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.
  • The server is configured incorrectly.

To review bundle.log

  1. While logged in to 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 the 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 /tmp/dwp_install_log.log and /tmp/dwpinstallation_log.log files 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 ] : DWPSYSTEM_UP=
[ 2017-05-30_10:31:20 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:31:30 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:31:40 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:31:50 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:00 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:10 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:20 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:31 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:41 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:51 ] [ ASSIGNMENT ] : DWPSYSTEM_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 /opt/bmc/digitalworkplace/db/post-install.log file 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 /opt/bmc/digitalworkplace/db/dwp-start.log file 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 ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:00 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:10 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:20 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:30 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:40 ] [ ASSIGNMENT ] : DWPSYSTEM_UP=
[ 2017-05-30_10:32:51 ] [ ASSIGNMENT ] : DWPSYSTEM_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 ] [ SCRIPT ] : /opt/bmc/digitalworkplace/sb/run_migrations.sh
[ 2017-05-30_10:33:18 ] [ TRACE LOG ] : == Info: About to connect() to localhost port 8008 (#0)

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