Troubleshooting package deployment issues
This topic lists the issues that you might encounter while deploying a package. See the guidelines in this topic to obtain the appropriate logging and troubleshooting steps.
Symptom
The AR System Deployment Management Console displays an error after you deploy a package.
Scope
- One or more users experience the problem.
- In a Server Group environment, this could affect one or more servers.
Resolution
Perform the following steps to troubleshoot issues while deploying packages:
Step | Task | Description |
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1 | Review the configuration |
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2 | Collect the logs | Identify and record any related errors in the following logs in ARSystemInstallDirectory/ARSystem/db directory:
Copy the ard2pplugin.log logs to another location where you can review them so that they do not get overwritten. |
3 | Create a BMC Support Case | Collect and send logs and detailed information when creating a case with BMC Support:
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Cause and resolution for error messages
After you have determined a specific symptom or error message, use the following table to analyze the issue:
Issue | Cause and resolution |
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The payload deployment does not progress after displaying the Waiting For Utility Run status | Possible mismatch between the File Deployer property and the value of the AR System monitor local deployment required flag. When you change the filedeployer.localDeploymentRequired property in the deployconfig.properties file from True (manual deployment) to False(automatic deployment), this change is synced with the AR System server. This sync requires 10 minutes. During the sync process, if the AR System server restarts, the sync may fail because the File Deployer cannot connect with the AR System Server. In this scenario, the payload is deployed neither manually nor automatically. Solution: Perform the following steps: Note: Do not restart the AR Server while performing these steps:
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AR System Deployment Management Console displays the Init Error. | Package is not uploaded completely after import. The package is imported, but the package contents are not uploaded to the AR System forms. Solution:
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AR System Deployment Management Console displays the following error: Init Pending Deploy | Unable to deploy the package. Solution: Open the ard2pplugin.log file, and search for errors related to:
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AR System Deployment Management Console displays the following error: Application is not able to connect with Plugin. Please contact your Administrator. (ARNOTE 10000) | Unable to communicate with the Java plugin server. Solution:
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The ard2pplugin.log file contains the following error for some files:
| No permission to access the BMC_DEPLOYMENT_PACKAGE folder. If there is no permission to access the BMC_DEPLOYMENT_PACKAGE folder, the deploy operation fails. During the package deployment process, the package attachments are downloaded from the AR System forms, but the directory is inaccessible to copy the package contents to the local system. The Deployment Management Console does not show any error message related to this. The relevant error message is logged in the ard2pplugin.log file. Solution: Provide Read/Write permission to the BMC_DEPLOYMENT_PACKAGE folder and its parent folders. The BMC_DEPLOYMENT_PACKAGE folder is available at the following location:
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The AR System Deployment Management Console displays the Unable to communicate with the plugin server error. | Target server or the plugin server is down. If the target server or the plugin server is down, package deployment fails. If the target server and plugin server were running when the operation was initiated, but later crashed, the Deployment Management Console shows Processing Error. If the plugin server gets crashed and the commands of the plugin server are executed by the target server, then there is a chance that the package operation will be completed. Solution: It is recommended that you roll back the package and start the deployment operation again. See Applying a deployment package. After you roll back the package, before you start the deployment again, perform the following steps to clean up the package trace:
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The AR System Deployment Management Console displays the | Precheck validation failure A user-created package can contain prechecks to validate the package and its contents. For example, a package creator can define a precheck to ensure that a package containing SRM must get installed on a system that has SRM installed on it, and a custom error message must be displayed if SRM is not installed on that system. If SRM is not installed on that system, the package deployment fails displaying the custom error message. If the precheck is incorrect, you will see the custom error message that is defined during the precheck definition. Solution:
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The arfiledeployer.log file contains the following error message:
| Environment variable BMC_REMEDY_ITSM_SUITE_HOME is not found. Some of the payload entries were skipped during deployment because the ITSM Home environment variable was not found. Solution: After the deployment of the latest ITSM deployment package, verify that all expected payload entries are successfully deployed.
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The package deployment is stuck even though the payload deployment utility has completed its run. | The package deployment becomes unresponsive because the file deployer service is not running or not responding. Ensure that the file deployer service is running. Perform the following steps: (Linux)
(Windows)
ARMonitor starts the file deployer service automatically. |
Comments
'Smart IT 1808 Patch 01' package stays in 'Importing' Status 'Deployable' State in Deployment Management Console after Package Import. This Status does not allow to Deploy the package. Tried on two different 18.08 ARS systems, got the same behavior. Tried importing using using CLI, got the same.
ard2pplugin.log for Deployment Management Console import: <ARSYS.ARF.ARMIGRATE>Received FilterAPI call for dispatch, opCode=6[Import Package] <ARSYS.ARF.ARMIGRATE>ARMigratePlugin dispatchOperation: OP Code = 6[Import Package] dispatched. <ARSYS.ARF.ARMIGRATE>ARMigratePlugin starting import operation.<Package Entry ID: SmartIT18.08.01.zip> <ARSYS.ARF.ARMIGRATE>Could not locate Payload Deploy Config Properties file. C:\Program Files\BMC Software\ARSystem\payloaddeployconfig.properties (The system cannot find the file specified) <ARSYS.ARF.ARMIGRATE>Adding the package as attachment to the package schema.
ard2pplugin.log for CLI import: <ARSYS.ARF.ARMIGRATE>Received FilterAPI call for dispatch, opCode=6[Import Package] <ARSYS.ARF.ARMIGRATE>ARMigratePlugin dispatchOperation: OP Code = 6[Import Package] dispatched. <ARSYS.ARF.ARMIGRATE>ARMigratePlugin starting import operation.<Package Entry ID: SmartIT18.08.01.zip> <ARSYS.ARF.ARMIGRATE>Adding the package as attachment to the package schema.
Please follow the instructions mentioned in the above page with cause "Insufficient plug-in Heap Size". There are multiple symptoms for insufficient heap memory problem and what you are facing is one of them. Increasing the plugin heap size should solve the problem. You will need to delete the package in "Importing" status and retry the operation.
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