This documentation supports an earlier version of BMC Helix Operations Management.

To view the documentation for the latest version, select 23.2 from the Product version picker.

Troubleshooting

Consult this topic for information about troubleshooting BMC Helix Operations Management , such as problems you might encounter during configuration and use of the product, as well as error messages.

Related topics

Support information

Known and corrected issues

BMC Helix Operations Management video playlist Open link

Troubleshooting an authorization issue

Symptom

You cannot log in to  BMC Helix Operations Management  and the following message is displayed:

You are not authorized to use this system.

Scope

This issue occurs when you try to access BMC Helix Operations Management from the BMC Helix Portal Home page or through a direct link. This is caused due to the following reasons:

  • The user does not belong to at least one user group.
  • The user group is not associated with at least one authorization profile.

Resolution

To resolve the issue, perform the following steps:

  1. In BMC Helix Portal , add the user to a new or existing user group.
    For more information, see Group management Open link
  2. Ensure that the user group is associated with at least one authorization profile in BMC Helix Operations Management . If not, add the user group to an existing authorization profile or create a new one.
    For more information, see Configuring authorization profiles.


Unable to delete a DEP policy

Symptom

On the Event Policies page, you are unable to delete a dynamic enrichment policy (DEP) that you created by using the Copy option.

Scope

This issue occurs under the following situations:

  • You create more than two copies of a DEP policy by using the Copy option.
  • You attempt to delete any policy instance beyond two, for example a third policy instance.

Workaround

As a workaround for this issue, perform the following steps:

  1. On the Event Policies page, edit the policy that you want to delete.
  2. In Policy Configuration, delete the dynamic enrichment configuration from the policy.

    Important

    If the policy has only one configuration and that is the dynamic enrichment configuration, add another policy configuration before you delete the dynamic enrichment configuration.

  3. Click Save.
  4. Select the policy that you updated and click Delete.


Data from PATROL Agents is not ingested in  BMC Helix Operations Management

Symptom

The data from PATROL Agents is not ingested in BMC Helix Operations Management .

Scope

This issue occurs when a new secret key is generated for the <tenant>@<timestamp> access key from BMC Helix Portal

Workaround

To avoid this issue, perform the following steps if you need to generate a new secret key for the <tenant>@<ID> access key:

  1. In BMC Helix Portal , on the Users and keys page, go to the Access keys tab.
  2. Click the Actions menu for the <tenant>@<timestamp> access key.
  3. Click Delete
    A new <tenant>@<timestamp> access key is automatically generated.

Was this page helpful? Yes No Submitting... Thank you

Comments