Troubleshooting CMDB Sync connection issues

When you observe failures or issues with CMDB sync connections, use the troubleshooting steps described in this section to either resolve the problem or create a BMC Support case.

Issue symptoms

• Remedy CMDB (Legacy API) – The following error messages are generated:
  • Error testing connection: ERROR (90): Cannot establish a network connection to the AR System server; Connection refused (Connection refused) Network-Address
  • Error testing connection: ERROR (90): Cannot establish a network connection to the AR System server; Network-Address
• Remedy CMDB (REST API)– The following error messages are generated:
  • Error testing connection: HTTP Error Not Found (404)
  • Error testing connection: Connection refused
  • Error testing connection: HTTP Error Forbidden (403)
• Remedyforce – The following error message is generated:
  • Error testing connection: HTTP Error Bad Request (400): client identifier invalid (invalid_client_id)
• ServiceNow – The following error messages are generated:
  • Error testing connection: A Connection error occurred.
  • Error testing connection: Failed to obtain authentication token from https://REST-API-URL/oauth_token.do : HTML title 'BMC Software: Error'

Issue scope

When you configure a CMDB Sync Connection/Test Connection, it reports a connection related error.

Resolution

Perform the following steps to troubleshoot and resolve the error depending on the Connection Type used and reported error.

1. Check the connectivity between the Discovery appliance and the NetworkAddress or URL using the following commands. For example, assume that the IP address is 10.10.10.10:

   ping 10.10.10.10
   tracepath 10.10.10.10

   These two commands should work and indicate that the end device is reachable and responding. If not, then the network team should verify that the correct configuration exists on the firewall between the two devices. 

2. Check that the port used is open between the Discovery appliance and the NetworkAddress or URL using the following commands. For example, assume that the IP address is 10.10.10.10:

   /usr/bin/nmap --privileged -sT -p T:3128  10.10.10.10

   The expected result is to see the port marked as "open". If not, then the Network team should verify the correct configuration exists on the Firewall/s to allow the traffic between the two devices. In order to identify the port to use please consult with the CMDB admin.

3. Enable debug logging and review the Discovery CMDB logs of the Discovery appliance for the exact errors or messages received or logged by the system:
   1. To enable debug logging, navigate to Administration > Logs and set the Logging Level of CMDB Synchronization Service Group to Debug and click Apply.
   2. Reproduce the issue by attempting to recreate the CMDB Sync Connection or perform a Test Connection (if the connection exists or is saved).
   3. Review the CMDB Sync "tw_svc_cmdbsync_transformer.log" for detailed information related to the connection error.

 After following the steps outlined earlier, if you are unable to determine the cause of the error, create a Support case and provide the steps, command results, and logs collected for further assistance.