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.
- Forms displayed in the Mid Tier have missing fields or active links.
- ARERR 9215 is displayed when a form is requested.
One or more users experience the problem.
Perform the following steps to troubleshoot the Mid Tier cache issues:
Identify the problem.
Analyze the following:
|Perform the ActiveLink logging test.
Refresh the Mid Tier cache.
Perform the following steps to refresh the Mid Tier cache:
Important: After each procedure, you must clear the browser cache before testing.
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.
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.
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.
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.
C:\Program files\BMC Software\ARsystem\midtier\logs
For Linux, the default location is:
Create a BMC Support Case.
Collect and send logs with detailed information when creating a case with BMC Support:
|Analyze 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.