Troubleshooting installation and upgrade issues

Use this troubleshooting information if you have issues with the installation of BMC Helix Single Sign-On.

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IssueDescription

When you install the BMC Helix SSO server on the embedded database

Symptom: Tomcat does not automatically start after installation, and you see an error when you try to log in.

Workaround: Stop Tomcat before installation, and start it when the installation is complete. Alternatively, restart Tomcat if it was running during the installation.

When you install or upgrade the BMC Helix SSO server

Symptom: Tomcat can delay its shutdown process triggered by the installer itself, and cause the installer to fail with the following error in the installation logs:

(Jan 22 2020 06:03:50.262 AM -1200),SEVERE,com.bmc.install.product.remedysso.upgrade.UpgradeRSSO, THROWABLE EVENT {Description=[Critical installation error. The process was halted.], Detail=[C:\Program Files\Apache Software Foundation\Tomcat 9.0_RSSO_Tomcat_9\lib\mssql-jdbc-7.2.2.jre8.jar: The process does not have access to the file because it is being used by another process. ]}, Throwable=[java.nio.file.FileSystemException: C:\Program Files\Apache Software Foundation\Tomcat 9.0_RSSO_Tomcat_9\lib\mssql-jdbc-7.2.2.jre8.jar: The process does not have access to the file because it is being used by another process. java.base/sun.nio.fs.WindowsException.translateToIOException(WindowsException.java:92) java.base/sun.nio.fs.WindowsException.rethrowAsIOException(WindowsException.java:103) java.base/sun.nio.fs.WindowsException.rethrowAsIOException(WindowsException.java:108) java.base/sun.nio.fs.WindowsFileSystemProvider.implDelete(WindowsFileSystemProvider.java:270) java.base/sun.nio.fs.AbstractFileSystemProvider.delete(AbstractFileSystemProvider.java:105) java.base/java.nio.file.Files.delete(Files.java:1141)

Workaround: Stop Tomcat, and run the BMC Helix SSO

installer to upgrade. The installer can run without the Tomcat service up. For more information about the problem, see the DOC-125510 Open link knowledge article in BMC Communities.

When you install the BMC Helix SSO server manually

Symptom: You get the following errors after you have encrypted the database password:

SLF4J: Failed to load class "org.slf4j.impl.StaticLoggerBinder".

SLF4J: Defaulting to no-operation (NOP) logger implementation.

Workaround: You can ignore these errors. For more information about these errors, see Slf4j errors Open link .

When you restart the Tomcat server

Symptom: You can encounter the following database credential exception in the Catalina.log file: 

<Date> <Time> SEVERE [localhost-startStop-1] org.apache.tomcat.jdbc.pool.ConnectionPool.init Unable to create initial connections of pool.

Workaround: You can ignore this exception because the BMC Helix SSO database connectivity in nonfaulty.

When you upgrade the BMC Helix SSO server from a version earlier than 19.11 to version 19.11 and later

Symptom: After logging in to the BMC Helix SSO Admin Console as the BMC Helix SSO Admin, only the Local User tab is displayed. The rest of the administering options are not displayed.

Workaround: Log out of the BMC Helix SSO Admin Console, and re-log in.

After upgrade from version earlier than 19.11, when you log in to the BMC Helix SSO Admin Console for the first time, you have a role of the SaaS administrator.

When you upgrade TrueSight that is integrated with BMC Helix SSO and is on the embedded PostgreSQL

Symptom: BMC Helix SSO service stops and shuts down the embedded PostgreSQL database.

The upgrade fails with the following error:

Throwable=[com.bmc.install.product.remedysso.upgrade.RemedySSO UpgradeTask$UpgradeException: An error occurred while configuring database com.bmc.install.product.remedysso.upgrade.UpgradeRSSO.upgradeDatabase (UpgradeRSSO.java:235) com.bmc.install.product.remedysso.upgrade.UpgradeRSSO.execute (UpgradeRSSO.java:110) com.bmc.install.task.InstallationTask.run (InstallationTask.java:93) java.lang.Thread.run(Unknown Source)]

Workaround:

Perform the following steps:

  1. On the server where TrueSight is installed with BMC Helix SSO, navigate to the RemedySSOInstallDirectory/rsso/conf directory.
  2. Edit the rssoproperties.conf file and set the db.prepackage.type property to false.
  3. Upgrade the BMC Helix SSO server.
  4. Set the db.prepackage.type property to true.
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