This documentation supports the 19.05 version of BMC Digital Workplace Advanced.

To view an earlier 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 into the BMC Digital Workplace Catalog server command line and search for the Request ID in the log file located in <installLocation>/db/bundle.log.

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.
  • Server is configured incorrectly.

To review 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 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 log files /tmp/dwp_install_log.log and /tmp/dwpinstallation_log.log 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 ] : 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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Comments

  1. Jan Sierens

    Should /opt/bmc/digitalworkplace/post_install_restart.txt be /opt/bmc/digitalworkplace/sb/log/post_install_restart.txt ?

    Feb 04, 2019 06:48
  2. Thad Esser

    Regarding the log file for startup issues - on my 19.05 system, I don't have a sb-start.log file but do have a dwp-start.log, and it doesn't show "ARSYSTEM_UP=", but rather "DWPSYSTEM_UP=". I assume this doc just has carry-over values from previous versions.

    Jun 22, 2019 04:16
  3. Lisa Greene

    Thank you for your comments, Jan and Thad. I'm confirming answers with my subject matter experts. I will update the documentation by the end of the week.

    Jun 25, 2019 07:48