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This section lists troubleshooting information for issues that can occur during Integration for BMC Remedy Service Desk installation.

Integration for BMC Remedy Service Desk forms fail to import

During installation of the Integration for BMC Remedy Service Desk - BMC Remedy AR System module, if the automatic import of forms fails, you receive import failure messages for .def or .arx files or both. See the Integration for BMC Remedy Service Desk - BMC Remedy AR System install logs located at ARModuleInstallLocation/log/ for information.

  • The .def import failure can be caused by the following issues:
    • The Incident Management application experienced an installation failure. Verify the BMC Remedy IT Service Management (BMC Remedy ITSM) installation logs to determine whether this was the cause of the error.
    • The database or BMC Remedy AR System Server was not running or was in the initialization phase when the import operation started.
    • There was an BMC Remedy AR System Server issue or the database server was busy.
  • The .arx errors can be caused by the following issues:
    • You installed the Integration for BMC Remedy Service Desk- BMC Remedy AR System module a second time without cleaning up existing data.
    • A .def error occurred, preventing some of the forms from being imported.
    • The database or BMC Remedy AR System Server was not running or was in the initialization phase when the import operation started.
    • There was an BMC Remedy AR System Server issue or the database server was busy.

To resolve these issues, manually import the .def or .arx files that have failed as explained in Manually importing definitions (.def) files and Manually importing data (.arx) files

If you cannot circumvent these issues, contact BMC Customer Support for resolution.

Manually importing definitions (.def) files

Copy all the .def files from the ARModuleInstallLocation/bin directory to a Windows folder (for example, C:\iBRSD_def ).

To import definitions manually

  1. Log on to the target BMC Remedy AR System Server using the aradmin utility.
  2. From the definition file, select Tools > Import Definitions.
  3. Select the appropriate .def file. See ARModuleInstallLocation/log/ to view the correct sequence for importing.
  4. Click Open.
  5. Select replace object on the destination server.
  6. On the Import Definitions dialog box, click Add All.
  7. Click Import.
  8. Click Yes on the Confirmation dialog box, and if a Warning message box appears, click, click OK.

Manually importing data (.arx) files

Copy all the .arx files from the ARModule_installLocation/bin directory to a Windows folder (for example, C:\iBRSD_def ).

To import data manually

  1. Start the arimport utility by clicking Start > Programs > Action Request System > BMC Remedy Import.
  2. Select File > Open Form and open the form that you want.
  3. Select File > Open Data File and open the corresponding .arx file.
  4. Click Add All.
  5. Select Import.
  6. Click Yes on the Confirmation dialog box, and if a Warning message box appears, click OK.

    Note

    In the Japanese locale, after successful installation and import of the .arx files, if you try to manually import the .arx files, the import is successful but Integration for BMC Remedy Service Desk erroneously displays an error message. Ignore this error message.

Installation executable terminates when being installed on Solaris computer

On some Solaris computers, the Java Standard Edition (JSE) installer fails to run the installer and issues this message:

could not utilize start class: com.installshield.wizard.Wizard

This issue can occur when the /var/tmp directory is full, preventing the Java command from running the installer.

Workaround: Free disk space in the /var/tmp directory and retry the installation.

Integration for BMC Remedy Service Desk- BMC Remedy AR System module installation terminates

The installation terminates with an error message if the Integration for BMC Remedy Service Desk - BMC Remedy AR System module is already installed.

Workaround: Search for the IBRSD_ARSInstall.chk file in the BMC Remedy AR System Server home directory. If the file exists, the module is already installed. If you need to reinstall, uninstall the existing Integration for BMC Remedy Service Desk - BMC Remedy AR System module first.

Integration for BMC Remedy Service Desk - BMC Remedy AR System module installation log has an erroneous message

The following message might be displayed in the Integration for BMC Remedy Service Desk - BMC Remedy AR System module installation log file. The message is harmless and you can ignore it.

DECODE DIARY FAILURE - Invalid data format in the diary type field.

Message Type: ERROR

Unable to install Integration for BMC Remedy Service Desk AR module on UNIX

Installation of Integration for BMC Remedy Service Desk - BMC Remedy AR System module on UNIX terminates with the following error:

Current user does not match with the owner of AR Server

Please login as root user

Workaround: The same user who has installed the BMC Remedy AR System Server must install the Integration for BMC Remedy Service Desk - BMC Remedy AR System module.

To check this, run the command:
ls -ld /etc/arsystem

Ensure that the user who is running the installation is the same as the owner of the ar.conf file and /etc/arsystem directory.