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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 BMC 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 BMC 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/
  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 BMC 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.

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 BMC MyIT database and AR System errors during upgradeIf you do not have the Smart IT and BMC MyIT database and AR System database backup, please contact BMC Support.
The system sometimes takes time to display activity feeds in Smart IT

For Mongo DB 3.x with WiredTiger storage engine if the readPreference is set to secondaryPrefered the system sometimes becomes slow when displaying feeds, or doesn’t display feeds in the Activity and Updates feeds tab.

For Mongo DB 3.x with WiredTiger storage engine with replicaSet environment, the configuration in social config.js file must be set to readPreference = primary.

The reasons to select primary as the readPreference are:

  • In Mongo DB 3.x the write operation is at the record or row level instead of at the document or table level as in Mongo DB 2.x. So in Mongo DB 3.x the primary server will be most available and faster to fetch the records.
  • Since the secondary servers are in the process of syncing with primary servers, they are slow to fetch records from the secondary server.

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