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Troubleshooting installation and upgrade issues in Smart IT and MyIT

This topic contains information that can help troubleshoot the issues faced during installation and upgrade of BMC Remedy with Smart IT and MyIT.

Error reportedSolution
Installation is completed with warnings or installation fails with errors.

Check the MyIT/Smart IT Installer logs for exceptions.

Log file location:

(Windows) %TEMP%/myit_smartit_install_log.txt

(Linux) \tmp\myit_smartit_install_log.txt

Database exceptions in schema creation and upgrade indicated by the following message:

"Schema creation and population failed" 

For fresh install:

  1. Identify the cause of failure and correct it.
  2. Continue with the installation.
    1. If the SmartIT/MyIT schema was created in the database, delete it.
    2. Delete SmartIT_Business, SmartIT_System and openfire users created in the database.  
    3. Uninstall the SmartIT and MyIT. See Uninstalling Smart IT and MyIT.
    4. Delete <SmartIT/MyIT install directory>.
    5. Run the installer.

For upgrade:

  1. Restore the BMC Remedy with Smart IT and MyIT database you backed up before starting upgrade.
  2. Correct the cause of failure and run the installer again.

Note:  If you do not have the Smart IT and MyIT database and AR System database backup, please contact BMC Support.

AR definition (DEF) file import failure.

For fresh install:

  1. Check the RIK log files located at <SmartITInstallDir>/SmartITMyIT/logs/
    See Contents of the logs .
  2. Debug the failure. See Troubleshooting data and workflow import issues  
  3. Perform steps to clean to clean up SmartIT/MyIT database and uninstall SmartIT/MyIT. Refer to the steps listed for Database exception in schema in the previous row.
  4. Log on to AR server form Developer Studio, search and filter all the forms prefixed with MyIT, and delete them.
  5. Ensure that the cause of previous failed installation is corrected.
  6. Run the installer.

For upgrade:

  1. Perform step 1 and 2. 
  2. Restore the BMC Remedy with Smart IT and MyIT database you backed up before starting upgrade.
  3. Ensure that the cause of upgrade failure is corrected.
  4. Run the installer. 

Note: If you do not have the Smart IT and MyIT database and AR System database backup, please contact BMC Support.

AR System data import (ARX) failure or warnings

Check the install and RIK log files located at located at <SmartITInstallDir>/SmartITMyIT/logs/ for debugging the cause of failure. See Contents of the logs .

Note: You can run Data import command line after installation to fix data import warnings. See Data Import command-line utility options For previous versions of AR System, look for the corresponding topic in version 9.0 and 8.1 .

Apache Tomcat startup warnings and SmartIT/MyIT application not getting loaded

After the installation is complete, stop and restart Apache Tomcat.
Smart IT and MyIT database and AR System errors during upgradeIf you do not have the Smart IT and MyIT database and AR System database backup, please contact BMC Support.
Installation of the User Experience (UX) patch, as a non-root user on a Linux computer, fails if Security-Enhanced Linux (SELinux) is enabled.

By default, if SELinux enabled, you cannot run any binary from /tmp directory. So, when SELinux is enabled, the installer cannot run the /tmp/Utilities/Rik/driver.exe file, and you get a permission denied error.

Before you install the UX patch, use one of the following workarounds:

  • Disable SELinux.
  • If you want to keep SELinux enabled, point the IATEMPDIR variable to a directory other than /tmp directory.

For more information, see  KA 000120721   from the BMC Knowledge Base.

Related topic

Contents of the logs

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