This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Troubleshooting Connectors in BMC Helix Digital Workplace Catalog

Service connectors connect your catalog to external systems. BMC Helix Digital Workplace Catalog integrates with external fulfilment systems through service connectors, which pass the information from a service request to an external system.

Consult the following topics for information about troubleshooting the BMC Helix Digital Workplace products and components, such as problems you might encounter during installation, configuration, and use of the product, as well as error messages and how to enable logs and collect diagnostic information.

Logs required to troubleshoot issues with BMC Helix Digital Workplace connectors

Depending on your version of BMC Helix Digital Workplace, either refer to the bundle.log (in TRACE/DEBUG mode) or the myit-sb.log (in TRACE/DEBUG mode) and server.log files.

See the following topics to enable and troubleshoot the logs:

Resolutions for common issues


Unable to connect to the Flexera Appbroker by using Flexera Connector

Potential cause can be that Flexera Appbroker is not correctly configured in Flexera Connector and Flexera Authentication Method.

Make sure that Kerberos authentication is turned off in Flexera. The Flexera connector does not support Kerberos. Only NTLM authentication is supported.

Note: Before deploying the BMC Helix Digital Workplace Catalog with the Flexera connector, turn off Negotiate authentication (only leave NTLM authentication) in Internet Information Services (IIS) on the Flexera server.

 Follow the steps below to configure:

  1. Go to http://dwpcatalogserver:port/myitsbe/connections.
  2. Create a new Flexera Connection by clicking New Connection.

  3. Configure the Flexera Connector by using the URL format, https://schema/hostname/port.
     → For example,


  4. Click Save and Test Connection.

If there is still an issue, enable wire logs on the BMC Helix Digital Workplace CatalogServer/POD to see what traffic is being sent to Flexera and make sure that the URL is getting built correctly.

  1. Add the following to the logback_server.xml file (at the end):

    <logger name="org.apache.http.wire" level="DEBUG">

             <appender-ref ref="BUNDLE"/>


  2. Save the file.
  3. Restart the BMC Helix Digital Workplace Catalog Service.
  4. Get the bundle.log/myit-sb.log file while configuring the Flexera Connector.
  5.  Contact BMC Support by raising a Support Case and send the log file for reference.

See Flexera Connector for the connector details.

KA: 000259304 Open link

AD Connector CONNECTION_FAILURE occurs when connecting to the Kaazing Gateway

When connecting to the AD Connector from BMC Helix Digital Workplace Catalog using Kaazing Gateway, the following error is observed in the bundle logs:

checkHealth call on connection Active Directory / Active Directory

 response payload: {"status":"CONNECTION_FAILURE","message":null,"messages":[{"message":"Failed to connect to ml-kaaztool-01 server via LDAP","severity":"ERROR"}]}

Use the following steps to confirm the domain configuration in the connection settings::

  1. Open the AD Connector in BMC Helix Digital Workplace Catalog.
  2. Check the Username and User Domain in the Active Directory Connector settings in BMC Helix Digital Workplace Catalog.
    The User Domain should be empty and the Username should contain the User Domain.

The AD Server does not accept domain\user  format, format the user name as username@domain.

For example: test_bmc@dev.local

Unable to set up the TrueSight Orchestration Platform Connector for BMC Helix Digital Workplace Catalog -Error: Connection Failed

You receive the following error even though you are able to access the URL using the curl command from the same BMC Helix Digital Workplace Catalog server. 

DEBUG Redirect requested to location 
ERROR com.bmc.myservice.common.util.HttpUtils Read timed out Read timed out 
at org.glassfish.jersey.client.internal.HttpUrlConnector.apply( ~[na:na] 
at org.glassfish.jersey.client.ClientRuntime.invoke( ~[bundlefile:na] 
at org.glassfish.jersey.client.JerseyInvocation$ ~[bundlefile:na] 
at org.glassfish.jersey.client.JerseyInvocation$ ~[bundlefile:na] 
at org.glassfish.jersey.internal.Errors.process( [bundlefile:na] 

The cause can be an incorrect TrueSight Orchestration Platform URL Configuration. 

Correct the TrueSight Orchestration Platform URL and make sure the URL stops at the port number. 

For example: If the URL is http://baoservername:38080/baocdp/orca, remove /baocdp/orca and ensure that the URL is only until the port number http;//baoservername:38080

For more information, see BAO connector.

You receive a Tomcat error 500 in BMC Helix Digital Workplace
 while opening CLM Services even after successfully configuring the CLM Connector via BMC Helix Digital Workplace Catalog.

Potential cause is related to Certificates.

To resolve an issue related to Certificates, perform the following steps :

  1. Get the certificate by accessing CLM UI from browser.
  2. Save the certificate.
  3. Import the certificate on the server.

KA:  000314139 Open link

BMC Helix ITSM Connector fails with error: Incorrect user name or password.


When you test the BMC Helix ITSM Connector, it fails with error “Incorrect user name or password”.

The cause is the Connector user. For example, the "hannah_admin" user password has been changed in BMC Helix ITSM CTM:People and in the User form that caused the error in BMC Helix ITSM Connector.

To resolve the issue, perform the following steps: 

  • Reset the password in BMC Helix Digital Workplace Catalog Connector Configuration as well to fix the error.
  • Ensure the configuration in BMC Helix ITSM forms (CTM:People/User) is  consistent with BMC Helix ITSM Connector Configuration in BMC Helix Digital Workplace Catalog.

Additionally, if the connector user password was changed,  it should also be updated in the forms that follow, to make sure the  BMC Helix Digital Workplace Catalog and BMC Helix ITSM integration works properly:

  • On the BMC Helix ITSM side:
    Update the password for the connector user in following forms (if the same user is used):
    • SB:LocalApprovalConfiguration
    • SB:RemoteApprovalConfiguratio
  • On the BMC Helix Digital Workplace side (if same user is configured in enhanced catalog; if not,  you can ignore this):
    BMC Helix Digital Workplace  Admin Console > BMC Helix Digital Workplace Enhanced Catalog.
  • On the BMC Helix Digital Workplace Catalog side:
    • For BMC Helix Digital Workplace version 20.02:
      Log in to BMC Helix Digital Workplace Catalog AR with BMC Helix Digital Workplace Catalog Administrator credentials and update the Connector User Password in "User" form (AR System Administrator > Applications > Users) 
    • For BMC Helix Digital Workplace version  20.08:
      Log in to BMC Helix Digital Workplace Catalog with BMC Helix Digital Workplace Catalog Administrator credentials.
      Open BMC Helix Innovation Studio > Administration > Foundation Data > Manage People > Search Person login id > Update Password.

For more information, see Helix ITSM connector.

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