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General troubleshooting

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:

  1. Issue alternatives --config java.
  2. Choose the Java version you installed by entering a number. If you issue alternatives --config Java again, the option you selected should have a + sign.
  3. Click Enter.
  4. Export the Java path. Example: exportJAVA_HOME=/usr/java/jre1.8.0_92.
  5. Edit  /.bashrc  
         vi ~/.bashrc 
  6. Add this to the end of the file and save: export JAVA_HOME=/usr/java/jre1.8.0_92.
  7. Reload .bashrc  
       source ~/.bashrc
  8. Update the symbolic link to the new Java by using one of the following paths with your own credentials:
  • If you want to use /usr/java/latest for the Java path in options.txtln -s /usr/java/jre1.8.0_181-amd64 /usr/java/latest.
  • Restart BMC Digital Workplace Catalog— ./dwpcontroller  start -u dwpadmin -p bmcAdm1n.

You can perform additional checks:

  1. Make sure that you use OpenJDK 11 for versions 19.02 and later.
  2. Make sure that .bmc_profile exists under /root/.bmc_profile.
  3. Make sure that /root/.bash_profile looks like:

      # .bash_profile   
    # Get the aliases and functions   
    if [ -f ~/.bashrc ]; then   
            . ~/.bashrc   
    # User specific environment and startup programs   
      export JAVA_HOME=/usr/java/jre1.8.0_92  
    export PATH   
    . /root/.bmc_profile   
  4. Make sure that all BMC Digital Workplace Catalog AR Server configuration files have the new Java directory. These files are:
#!/bin/env bash   
export TENANT_NAME=   
export BMC_AR_SYSTEM_HOME=/opt/bmc/ARSystem   
export UISERVICE_URL=http://localhost:8008/api/myit-sb/ui   
export RX_SERVER=http://localhost:8008   
export GIBRALTAR_HOSTNAME=localhost   
export GIBRALTAR_PORT=8008   
export GIBRALTAR_PATH=/mp   
export AR_HOST=localhost   
export AR_DB_NAME=rxn:/myit-sb/   
export AR_PORT=9988   
export RAILS_PATH=/rails_vm   
export MP_FILE_ROOT_PATH=${BMC_AR_SYSTEM_HOME}/dragonfly   
export MP_SERVER=   
export MP_SECRET_KEY_BASE=802b27fd1cf5b22900da654bd13ce830610ebf2f62bf71cd30d8cb915f84a94c7fd74796ee248ba166caf305651a36cd7320f2a15c192b778c1d0e48d9ae73a8   
export MAXIMUM_PERM_SIZE=2048M   
export LANG=en_US.UTF-8   
export LC_ALL=en_US.UTF-8   
  export JAVA_HOME=/usr/java/jre1.8.0_92  
export PATH=$PATH:${JRUBY_HOME}/bin   
export GEM_HOME=   
export PATH=$GEM_HOME/bin:$PATH   
export SEND_EMAILS=   

DOC-116118 Open link

DOC-102270 Open link

The following table describes issues that you might encounter if you have BMC Digital Workplace Basic:

FeatureProblemWorkaroundReference topic


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:

  1. Click the Start button, and then click Control Panel.
  2. Click Clock, Language, and Region, and then click Regional and Language Options.
    The Regional and Language Options dialog box appears.
  3. On the Formats tab, under Current format, click Customize this format.
    The Customize Regional Options dialog box appears.
  4. Click the tab that contains the settings that you want to modify, and make your changes.
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 notificationsEmail 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:

FeatureProblemWorkaroundReference topic
Service healthWhen 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
Catalog page

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
Service request

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.

Service request

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
TenantsAccess 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.

DOC-106502 Open link

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:

Checking core bundles are up before running migrations. Not yet up...

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:

  • <installLocation>/db/arjavaplugin.log
  • <installLocation>/db/arerror.log
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:

  1. Navigate to installLocation/sb/env/set_script_variables.sh.
  2. Find the ALLOWED_CROSS_ORIGIN_SOURCES parameter in the file.
  3. Enter the URL to the BMC Helix Business Workflows application on the BMC Helix Platform server, from which cross-launch into BMC Digital Workplace Catalog should be allowed seamlessly.
  4. Restart the BMC Digital Workplace Catalog server.

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

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