This topic offers troubleshooting tips for BMC Digital Workplace issues. See the Related topics for additional troubleshooting topics.
The following table describes general system problems:
BMC Digital Workplace and BMC Helix Digital Workplace Catalog do not start after a Java upgrade
Starting from version 19.02 and later, BMC Digital Workplace Catalog is compatible with OpenJDK 11. To install OpenJDK 11, follow the steps on Install OpenJDK on Windows and Linux.
If you want to upgrade Java on BMC Digital Workplace and BMC Digital Workplace Catalog manually, you must update the path to the new location for Java.
Optional. Perform these instructions before the BMC Digital Workplace Catalog installation.
Log on to the DWP server as root. Perform the following steps:
You can perform additional checks:
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The following table describes issues that you might encounter if you have BMC Digital Workplace Basic:
BMC Digital Workplace installed on a Microsoft Windows 7 server is not localized in Internet Explorer 11.
Make sure you set the Format to the correct locale under Region settings.
Perform the following steps:
|Localizing titles and messages|
|AR System server|
Issue connecting to the AR System server or SMTP.
Review and correct the connection settings in the BMC Digital Workplace Admin console (go to Configuration > Application Features, and review the Providers table).
Then restart the BMC Digital Workplace server.
|Email notifications||Email notifications are not sent to end users.||Starting from version 19.05, the Backend URL is mandatory for enabling email notifications for end users. If the Backend URL is not configured, end users do not receive email notifications. Make sure you have configured the email notifications correctly. For information about how to configure notifications, see Configuring email notifications.||Configuring email notifications|
The following table describes issues that you might encounter if you have BMC Digital Workplace Advanced:
|Service health||When viewing a service profile, the Availability status shows only the availability for the next 24 hours.|
This feature works as designed for performance reasons.
|Setting up service health items|
The Browse Categories menu is not displayed on the Catalog page.
BMC Digital Workplace Catalog is not configured.
Complete the integration between the two servers.
|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.
A comment is displayed twice in the service request details.
Check whether the workflow of the corresponding service has the Create Activity Log For Service Request that goes right after the Start External Activity action.
Redesign your workflow, so that the Create Activity Log For Service Request goes right after the Submit Service Request.
The comment will not be duplicated.
|Designing a workflow to create a request activity log|
|Tenants||Access is denied to a specific tenant because the tenant's status was Deactivated.||In the AR System Tenant form, change the tenant's status to Enabled.|
|Integration with BMC Remedy Single Sign-On|
If you restart the BMC Digital Workplace Catalog platform server before completing the configuration steps, you might see multiple instances of the following error:
You must complete the integration steps before restarting the server.
If you have completed the configuration and still receive this error, check for any exceptions in the following log files:
|Configuring BMC Remedy Single Sign-On integration for BMC Digital Workplace Catalog|
Integration with BMC Helix Business Workflows
A blank window is displayed when a user clicks Manage Catalog in BMC Helix Business Workflows.
If you have already installed or upgraded to BMC Digital Workplace Catalog 18.08 or later, perform the following steps:
|Integration with Flexera connector|
Flexera connector actions fail silently if the NT Domain process variable is not sent to the Flexera AppPortal configurations that use Active Directory.
Ensure that all workflow actions specify the NT Domain process variable configuration, as shown in the following illustration:
|Service connector overview|