Troubleshooting the connector configuration issues

Failed to establish a TCP connection with BMC Helix Developer Tools connector

A TCP connection error appears on the BMC Helix Developer Tools console, and the connection with the connector is not established.

Issue symptoms

This issue might occur when there is no internet connectivity on the local host or the server where the docker container is installed.

The following error message appears:

Failed to open TCP connection to <URL:port> (getaddrinfo: Temporary failure in name resolution

Issue scope

This issue affects all integrations that are configured on the affected connector.

Resolution

Perform the following steps to resolve this issue:

1. Verify that the internet connection is working on the local host by running the following command on the local host:
   curl <URL>
2. Do one of the following actions:
   • If the local host is facing internet connectivity issues, contact your IT support team and resolve the issue.
   • If the internet connectivity on the local host is working, proceed to step 3 to check the connectivity on the server where the Docker container is installed.
3. On the Docker container server, run the following command:
   curl <URL>
4. On the Docker container server, run the following command:
   cat /etc/resolv.conf
   The command returns nameserver entries.
5. Copy the IP addresses of the nameserver entries.

6. Go to the /etc/docker/daemon.json file, and paste all the IP entries as shown in the following example:

                {

             "dns": ["172.xx.yy.pq7","137.xx.yy.pq","137.xx.yy.p"]

          }

7. Save the file.
8. Navigate outside the docker container.
9. Restart the docker service by running the following command:
   systemctl restart docker
10. Go to the docker container and verify the internet connectivity by running the following command:
    curl <URL>

BMC Helix Developer Tools connector is unable to restart

BMC Helix Developer Tools connector stops and is unable to restart after updating the /opt/bmc/connectors/<connector-name>/custom/custom_fluent.conf file.

Issue symptoms

BMC Helix Developer Tools connector stops and is unable to restart and displays the following error message in the /opt/bmc/connectors/<connector-name>/logs/fluent.log  file:

2021-05-18 10:32:59 +0000 [info]: Worker 0 finished unexpectedly with status 0
2021-05-18 10:33:00 +0000 [info]: Worker 1 finished unexpectedly with status 1

This issue occurs when there are special characters in the /opt/bmc/connectors/<connector-name>/custom/custom_fluent.conf file such as %% as shown in the following example:

Issue scope

This issue affects any BMC Helix Developer Tools connector with any of the following special characters in the /opt/bmc/connectors/<connector-name>/custom/custom_fluent.conf file.

%,$,^,[,],{,},<,>,?

Resolution

Perform the following steps to resolve this issue:

1. Remove the special characters in the /opt/bmc/connectors/<connector-name>/custom/custom_fluent.conf file.

2. Run the following command to reload the configuration: 

   #Syntax
   docker exec -it <Container ID> bash reload.sh
    
   #Example - In this example, deed817ccb72 represents the Container ID
   docker exec -it deed817ccb72 bash reload.sh

   How do I find the Container ID?

   Run the following command to get the container ID:

   docker ps | grep <connector-name>

   The command displays the output in the following format. Note the CONTAINER ID from the output.

   CONTAINER ID         IMAGE          COMMAND      CREATED        STATUS       PORTS                NAMES
   deed817ccb72         57e8da5cb8ac   "/run.sh"    5 hours ago    Up 2 hours   5140/tcp,24224/tcp   tsom_integration_connector

Unable to restart a connector

Windows connector stops and is unable to restart after updating the <installation-directory>\BMC-DevTools\opt\td-agent\etc\data\<integration_id>\pipeline\ file_log_pipeline.conf file.

Issue symptoms

Connector stops and is unable to restart and displays the following error message in the <installation-directory>\BMC-DevTools\opt\td-agent\td-agent-3.log file:

2022-06-15 13:26:15 +0530 [info]: #3 adding source type="tail"
2022-06-15 13:26:15 +0530 [error]: #3 config error file="<installation-directory>/BMC-DevTools/opt/td-agent/etc/td-agent/td-agent.conf" error_class=Fluent::NotFoundPluginError error="Unknown parser plugin 'None'. Run 'gem search -rd fluent-plugin' to find plugins"

This issue occurs when invalid value is entered in the Type field for the Custom log format. The value in the Type field is case sensitive and None gives error.

Issue scope

Incorrect value entered in the Type field.

Resolution

Perform the following steps to resolve this issue:

1. Open the <installation-directory>\BMC-DevTools\opt\td-agent\etc\data\<integration_id>\pipeline\ file_log_pipeline.conf file.
2. Change None to none in the following line:
   <parse>
@type none
</parse>
3. Restart the connector service.

Unable to receive data from an active BMC Helix Developer Tools connector

The BMC Helix Developer Tools connector is unable to get data from a third-party product even though the connector status is shown as active.

Issue symptoms

The BMC Helix Developer Tools connector is unable to get data from a third-party product even though the c onnector status is shown as active, and displays the following error message in the /opt/bmc/connectors/<connector-name>/custom/custom_fluent.conf  file.

021-02-25 07:25:45 +0000 [error]: #1 Error occurred while getting auth token:401 Unauthorized

This issue may occur when you specify incorrect details for any of the following fields:

• API URL
• User Name
• Password
• Tenant Name

Issue scope

This issue affects any BMC Helix Developer Tools connector with the incorrect user, API, or tenant credentials.

Resolution

Perform the following steps to resolve this issue:

1. Log on to the BMC Helix Developer Tools  console.

2. Go to Integrations > Configured Integrations, and click the action menu for the integration that failed to get data, and click Edit.

3. Update the user, API, or tenant credentials based on the error, and click Configure.

4. Go to Integrations > Configured Integrations, and check the connector status to ensure that it is active.

5. Go to  BMC Helix Operations Management  > Events to ensure that you can see events in BMC Helix Operations Management .
   For more information, see  Monitoring and managing events.
6. Log on to BMC Helix AIOps , and go to  Entities to view business services.
   For more information, see Monitoring services Monitoring services.