This documentation supports the 18.05 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Troubleshooting installation and upgrade issues in BMC Digital Workplace


This topic contains information that can help troubleshoot the issues faced during installation and upgrade of BMC Digital Workplace.

Error reportedSolution

The installation or upgrade failed

Check the installer logs for exceptions. Search the log entries for SEVERE level entries.

Log file location:

(Windows) C:\Users\Administrator\AppData\Local\Temp\digital_workplace_install_log.txt

(Linux) \tmp\digital_workplace_install_log.txt

The installation completed with warnings

Check the installer logs for exceptions. Search the log entries for non-SEVERE level entries.

Log file location:

(Windows) C:\Users\Administrator\AppData\Local\Temp\digital_workplace_install_log.txt

(Linux) \tmp\digital_workplace_install_log.txt

(18.05 only) The upgrade to BMC Digital Workplace 18.05.00 failed

  1. Navigate to the installation log file:
    • (Windows) C:\Users\Administrator\AppData\Local\Temp\digital_workplace_install_log.txt

    • (Linux) /tmp/digital_workplace_install_log.txt

  2. Check if the log file has the following SEVERE error, and no other SEVERE errors are present in the log file:
    SEVERE,com.bmc.install.task.InstallationStateHelper,
    LOG EVENT {Description=[Digital Workplace failed],Detail=[featureBMCMyIT]}
  3. Search the log file for the following text:
    {Description=[social2 migration exit code],Detail=[1]}
  4. If you found the text mentioned as part of Steps # 2 and 3, it means your MongoDB data migration failed. Navigate to the social migration log to debug:
    • (Windows) <Digital_Workplace_Home>\social2-migration\logs\social.log
    • (Linux) <Digital_Workplace_Home>/social2-migration\logs\social.log

If you are not able to find the cause of the failure of your MongoDB migration, contact BMC Support.

(Only for customers using BMC Digital Workplace 3.1 and earlier with Microsoft SQL Server and upgrading to 18.05)

The cleanup utility provided with the 18.05.00.01 patch is unable to cleanup the old database that uses jTDS driver after upgrade.

  1. Navigate to <Tomcat_Home>/conf/Catalina/localhost/ and open dwp.xml.

    Tip

    Update the following values for both the containers, Business and System.

  2. Update the driverClassName.
    For example, driverClassName="com.microsoft.sqlserver.jdbc.SQLServerDriver"
  3. Update the URL using the jTDS format to use the JDBC format.
    For example, url="jdbc:sqlserver://hostname:1433;DatabaseName=dwp"

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 BMC Digital Workplace schema was created in the database, delete it.
    2. Uninstall BMC Digital Workplace. See Uninstalling BMC Digital Workplace.
    3. Delete <BMC Digital Workplace install directory>.
    4. Run the installer.

For upgrade:

  1. Restore the BMC Digital Workplace database that you backed up before starting upgrade.
  2. Correct the cause of failure and run the installer again.

Note:  If you do not have the BMC Digital Workplace and AR System database backup, 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 for more information.
  2. Debug the failure. See Troubleshooting data and workflow import issues  
  3. Perform steps to clean up the BMC Digital Workplace database and uninstall BMC Digital Workplace. 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 Digital Workplace 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 BMC Digital Workplace database and AR System database backup, contact BMC Support.

AR System data import (ARX) failure or warnings

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

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 9.1 , 9.0 and 8.1 .

Apache Tomcat startup warnings and the BMC Digital Workplace applications not getting loaded

After the installation is complete, stop and restart Apache Tomcat.

BMC Digital Workplace database and AR System errors during upgrade

If you do not have the BMC Digital Workplace and AR System database backup, contact BMC Support.

Installation of the ITSM Integration 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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