This documentation supports the 23.3 version of BMC Helix Innovation Suite (AR System and BMC Helix Innovation Studio).

To view an earlier version, select the version from the Product version menu.

Troubleshooting Mid Tier cache issues

To improve performance, Mid Tier compiles the object metadata with the required Java script and resource files and caches the compiled object. There can be cases where the Mid Tier cache does not update successfully. 

This section describes the appropriate logging and troubleshooting steps to either resolve the problem or create a BMC Support case.

Symptom

  • Forms displayed in the Mid Tier have missing fields or active links.
  • ARERR 9215 is displayed when a form is requested.

Scope

One or more users experience the problem.

Resolution

Perform the following steps to troubleshoot the Mid Tier cache issues:

Step

Task

Description

1

Identify the problem.


Analyze the following:

  • Is the problem specific to an individual form?
  • Is the problem specific to an individual user or a group of users? 
  • What is missing from the form? 
2Perform the ActiveLink logging test.
  • If you turn on the ActiveLink logging, the Mid Tier presents a new cached object for the form.
  • There might be an issue in the Mid Tier cache if the issue is resolved after enabling the ActiveLink logging, but reoccurs after you disable the ActiveLink logging. In this case, the issue is resolved if you clear the form from cache.
  • If the issue persists even after enabling ActiveLink logging, then the issue can be at the AR Server. The issue can be in the object definition or in the AR Server Cache. You can take the following actions:
    • Export the form to a def file and share it with BMC Support.
    • Restart AR System server and check whether the issue is cleared from AR System server cache.
3

Refresh the Mid Tier cache.

Perform the following steps to refresh the Mid Tier cache:

  • For an individual form:  
    Use the config_cache_cleanup.jsp utility.
  • To clear the entire cache: 
    Use the Flush Cache button on the Cache Settings panel of Mid Tier Configuration Tool.
  • To refresh cache and view statistics:
    Use the Hard Cache Flush procedure.
    For more information, see the knowledge article on BMC Communities How to flush the Mid-Tier cache Open link .

Important: After each procedure, you must clear the browser cache before testing.

4

If the issue is not resolved by clearing cache, enable logs and reproduce the issue.

To understand the form HTML, form.js, and udd.js, related to a form, perform network capture when the form loads.

  1. Enable detailed Mid Tier logs by using CACHE and PERFORMANCE log categories.
  2. For more information, see Enabling logs for Mid Tier troubleshooting.
    Detailed Mid Tier logging provides the perspective of Mid Tier processing. Mid Tier logs reflect any error in the Mid Tier caching process.
  3. Perform tracelogging of the cached objects. For more information, see the following videos on YouTube.

Note: Unless you can access a specific Mid Tier and a specific AR System server, you must enable the Mid Tier logging on all user facing Mid Tiers and AR System servers that are behind a load balancer.

5Disable logging.

To disable the logging, use steps described in Enabling logs for Mid Tier troubleshooting.

Remember to disable the logs from each Mid Tier and AR System server, on which logging was enabled.

6

Collect the logs.


Copy the logs to another location, where you can review them, so that they do not get overwritten.

The logs may be large depending on volume of activity during the logging period.

Collecting Mid Tier and tracelogger logs

Create a zip file of all logs at a location specified on the Log Settings page of Mid Tier Configuration Tool. 
For Microsoft Windows, the default location is:

C:\Program files\BMC Software\ARsystem\midtier\logs 

For Linux, the default location is:

/opt/bmc/ARsystem/midtier/logs

7

Create a BMC Support Case.

Collect and send logs with detailed information when creating a case with BMC Support:

  1. Provide the following information as part of your case:
    • Name of the user who performed the search
    • The search criteria used
    • Time when the problem occurred
    • Any error messages that the user received
  2. Collect the logs:
    • Create a zip file of each Mid Tier log set.
    • Create a zip file of each AR System server log set.
    • Create a zip file of the network capture file (*.har or *.saz file).
  3. Attach the zip files to your case. You can attach files up to 2 GB. You can also upload the files on FTP.
    For more information, see  Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case Open link
8Analyze the logs.

You can review the logs yourself and try to identify error messages or behaviors.

Use the table below to troubleshoot the issue based on the symptoms and error messages.



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