This documentation supports the 3.3 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.

To troubleshoot service catalog requests

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. The default <installLocation> is /opt/bmc/digitalworkplace, used in the examples on this page.

Reasons for failed requests

  • Request is submitted with empty values for required parameters.
  • Request to another AR System application (SRM, HRCM) 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 file /tmp/sb_install_log.log for details captured during the installation. If you set the IATEMPDIR environment variable, replace /tmp with the correct location of the temporary folder.

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)

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