Customer context information does not load

If the customer context information does not appear in the Support Agent Console, it is most likely because too much header information is being passed on the URL. Check the following:

View the Apache Tomcat log

The stdout.log file in the Apache installation directory contains important troubleshooting information about Virtual Chat errors. 

1. Log on to the computer where the BMC Mid Tier is installed.
2. Navigate to the directory where Tomcat is installed (by default, C:\Program Files\Apache Software Foundation\Tomcat7.0).
3. Open the logs folder. 
4. Open the stdout.log file in a text editor. 
   The stdout.log file is always appended with the date that the file was created, for example, stdout_20130403.log. 
5. To regenerate the stdout.log file:
   1. Stop the Tomcat service.
   2. Delete the Tomcat log files.
   3. Restart Tomcat. 
   4. To test the integration, create a new chat request and then request a live agent. 

   5. Review the new logs. 
      The new stdout.log file lists errors in the existing integration. You can use these to troubleshoot the system. 

      log4j:WARN No appenders could be found for logger (programd).
      log4j:WARN Please initialize the log4j system properly.
      03 Apr 2013 11:42:47 - Trying to load configuration arsys_api.xml
      03 Apr 2013 11:42:47 - Could not load optional configuration arsys_api.xml
      03 Apr 2013 11:42:47 - Trying to load configuration default.xml
      11:43:00,520  INFO [http-8080-6] (ConfigurationFactory.java:522) ESChat - Trying to load configuration arsys_api.xml
      11:43:00,520  WARN [http-8080-6] (ConfigurationFactory.java:530) ESChat - Could not load optional configuration arsys_api.xml
      11:43:00,520  INFO [http-8080-6] (ConfigurationFactory.java:522) ESChat - Trying to load configuration default.xml
      03 Apr 2013 11:49:09 - Connects to vw-sjc-bsm-dv26 through com.bmc.arsys.api.ProxyJRpc@62517814
      03 Apr 2013 11:49:10 - Connects to vw-sjc-bsm-dv26 through com.bmc.arsys.api.ProxyJRpc@318d4f51
      03 Apr 2013 11:49:10 - Connects to vw-sjc-bsm-dv26 through com.bmc.arsys.api.ProxyJRpc@2a6abe17
      03 Apr 2013 11:51:18 - Connects to vw-sjc-bsm-dv26 through com.bmc.arsys.api.ProxyJRpc@6268a08
      11:52:16,775  INFO [Thread-11] (?:?) ESChat - Connects to vw-sjc-bsm-dv26 through com.bmc.arsys.api.ProxyJRpc@7a14ebf5
      ERROR (90): Cannot establish a network connection to the AR System server; ONC/RPC portmap failure vw-sjc-bsm-dv26
      	at com.bmc.arsys.apitransport.ApiProxyJRpcBase.connectionTry(Unknown Source)
      	at com.bmc.arsys.api.ProxyJRpc.getRpcClient(Unknown Source)
      	at com.bmc.arsys.api.ProxyJRpc.getRpcClient(Unknown Source)
      	at com.bmc.arsys.apitransport.ApiProxyJRpcBase.a(Unknown Source)
      	at com.bmc.arsys.apitransport.ApiProxyJRpcBase.a(Unknown Source)
      	at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(Unknown Source)
      	at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source)
      	at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
      	at es.com.data.ARData.getFormData(ARData.java:1132)
      	at es.com.data.ARData.getFormData(ARData.java:1118)
      	at es.com.data.ARData.refreshSACRLACount(ARData.java:580)
      	at es.com.data.Configuration.checkForConfigUpdates(Configuration.java:1247)
      	at es.com.processes.CacheCleanupThread.run(CacheCleanupThread.java:69)
      03:36:11,261 ERROR [Thread-11] (?:?) ESChat - For server vw-sjc-bsm-dv26 Exception in Proxy retrival. Release com.bmc.arsys.api.ProxyJRpc@6fb74618

Modify the Integration - Relate Context

1. Open the Virtual Chat Administration Console.
2. Select Self Service Portal > Configuration.
3. Click Show Disabled. 
    
4. Select the Integration - Relate Context entry and click Modify.
    
5. Set Status to Enabled, and click Save.