General troubleshooting

BMC Helix Digital Workplace and BMC Helix Digital Workplace Catalog do not start after a Java upgrade

Starting from version 19.02 and later, BMC Helix Digital Workplace Catalog is compatible with OpenJDK 11.

If you want to upgrade Java on BMC Helix Digital Workplace and BMC Helix Digital Workplace Catalog manually, you must update the path to the new location for Java.

Optional. Perform these instructions before the BMC Helix 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.txt—ln -s /usr/java/jre1.8.0_181-amd64 /usr/java/latest.
• Restart BMC Helix Digital Workplace Catalog— ./dwpcontroller  start -u dwpadmin -p bmcAdm1n.

You can perform additional checks:

1. Make sure that you use Oracle JDK or 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   
   fi   
     
   # User specific environment and startup programs   
     
   PATH=$PATH:$HOME/bin   
     export JAVA_HOME=/usr/java/jre1.8.0_92  
     
   export PATH   
   . /root/.bmc_profile   

4. Make sure that all BMC Helix Digital Workplace Catalog AR Server configuration files have the new Java directory. These files are:

  /sb/env/set_script_variables.sh  
  
#!/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=${BMC_AR_SYSTEM_HOME}/dragonfly   
export MP_SERVER=   
export MP_SECRET_KEY_BASE=802b27fd1cf5b22900da654bd13ce830610ebf2f62bf71cd30d8cb915f84a94c7fd74796ee248ba166caf305651a36cd7320f2a15c192b778c1d0e48d9ae73a8   
export MAXIMUM_PERM_SIZE=2048M   
export LANG=en_US.UTF-8   
export LC_ALL=en_US.UTF-8   
  export JAVA_HOME=/usr/java/jre1.8.0_92  
export MINIMUM_FAST_THREADS=3   
export MAXIMUM_FAST_THREADS=6   
export MINIMUM_LIST_THREADS=5   
export MAXIMUM_LIST_THREADS=7   
export PATH=$PATH:${JRUBY_HOME}/bin   
export GEM_HOME=   
export PATH=$GEM_HOME/bin:$PATH   
export BUNDLE_APP_CONFIG=$GEM_HOME   
export SEND_EMAILS=   
export EMAIL_SMTP_HOST= 

DOC-116118

DOC-102270

Localization

BMC Helix Digital Workplace installed on a Microsoft Windows 7 server is not localized in Internet Explorer 11.

Review and correct the connection settings in the BMC Helix Digital Workplace Admin console (go to Configuration > Application Features, and review the Providers table).

Then restart the BMC Helix Digital Workplace server. 

After upgrading to BMC Helix Digital Workplace 20.02, end users might experience a delay loading content in the My Activity tab.

BMC Helix Digital Workplace Catalog is not configured.

Complete the integration between the two servers.

From the Application Settings list, select Service Catalog > Application caches, and then click Reset Service Cache.

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 Helix Digital Workplace clients, these requests can be cancelled only from the fulfillment application.

DOC-106502

Integration with BMC Helix Single Sign-On

If you restart the  BMC Helix 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

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 Helix 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 Helix Digital Workplace Catalog should be allowed seamlessly.
4. Restart the BMC Helix Digital Workplace Catalog server.

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: