This documentation supports the 18.05 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Troubleshooting DMT and UDM errors in a server group environment

While migrating the data in a server group environment, issues related to load balancing, UDM form configuration, or server authentication may occur. Follow the troubleshooting instructions to diagnose and resolve the issues.

Best Practice

We recommend that you select a non-user facing server (for example, the admin server) as the primary server. Additionally, select the default check box for the primary server in the UDM:Config form.

Diagnosing and reporting an issue

TaskActionSteps
1Verify that you have ranked the Atrium Integrator servers by using the AR System Server Group Operation Ranking form.

Before configuring the UDM:Config form in a server group environment, we recommend that you rank the Atrium Integrator servers by using the AR System Server Group Operation Ranking form. If you assign ranking 1 to a server, that server becomes the primary server and runs the jobs. If you assign ranking 2 to a server, that server becomes the secondary server.

If the primary server fails, the secondary server (failover server) runs the jobs. If you do not assign ranking to the servers in a server group environment, the jobs run on the server that receives the request first. For more information, see Setting failover rankings for servers and operations.

2Perform the UDM:Config form configuration checks.UDM:Config form configuration checks
3Perform the

UDM:RAppPassword form checks.

UDM:RAppPassword form checks
4Perform the UDM:PermissionInfo form checks.UDM:PermissionInfo form checks
5Check the workarounds for common issues and resolve the problem.

Resolutions for common issues


6If none of workarounds for common errors resolves the problem, gather the logs before contacting Support.Gathering logs

UDM:Config form configuration checks

Ensure that you perform the following checks while troubleshooting the UDM:Config form configuration:

  • The Atrium Integrator engine server name must be the same as the value of the Server-Connect Name parameter in the ar.cfg file.
  • The host name for each entry must match the diserver host name defined in the armonitor.cfg file for the diserver and Carte plugin.
  • No long names, aliases, or IP addresses are used as host names in the UDM:Config form.
  • The value of the Is Default field is set to Yes for the primary server (ranked as 1 in the AR System Server Group Operation Ranking form).
  • The Failover server name field must not have any entries.
  • The port value must be 20000.

Example: To configure entries in a Remedy AR server group environment with three servers, BMC recommends that you enable the diserver or Carte plugin for all the three servers as a best practice. If the default server goes down, the secondary server (ranked as 2 in the AR System Server Group Operation Ranking form) runs the jobs, as the plugin is available and is running the jobs that are created when server 1 goes down. The job always runs on the primary server irrespective of where it was triggered from. Additionally, on the Remedy AR System server, the user session is on, since the Is Default field value is set to Yes on the primary server.

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We recommend that you always start the BMC Remedy AR System service after you make changes to the UDM:Config form.

Important

When the primary server goes down, if three UDM jobs are running, you must review these jobs and then manually create a new job with the non-promoted data after which you must run the job on the second server.

This failover procedure is not automatic; you must manually run the jobs on the secondary server, if the primary server goes down.

UDM:RAppPassword form checks

The UDM:RAppPassword form authenticates the Remedy Application Service password for $SERVER$ from the Mid Tier and then finds the correct server name from the UDM:Config form.

The UDM:RAppPassword form must contain the entries for all the possible server names that can be used to connect to the Remedy AR System server, including the following:

  • IP addresses
  • Alias names
  • Load balancer names

After you make changes to the UDM:RAppPassword form, you do not need to restart the Remedy AR System server.

Configure the UDM:RAppPassword similar to the UDM:Config form. For example:

  • newsc-s: AR Server alias name
  • newscorp-vip: LB alias name

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The UDM:PermissionInfo form is a regular form that contains a list of all the Pentaho transformations, jobs, database connections, slave servers, partition schemas, directory, cluster schemas, and the corresponding user group permissions for the 112 field.

UDM:PermissionInfo form checks

While load balancing, if the Carte Server Name (optional) is set for a particular transformation or job, then the plugin always executes that transformation or job on that particular Carte server. This ensures that the load balancing of the data integration jobs is done across multiple Carte servers. If the Carte Server Name is not configured for a transformation or job, then that transformation or job is always executed on the local Carte server.

If you have performed a database migration, the following list of forms contains the required data. Ensure that you update the server references in the following forms:

  • UDM:ExecutionInstance form
  • UDM:PermissionInfo form
  • UDM:Config form
  • UDM:RAppPassword form

Ensure that you clean the data in the following forms:

  • DMT:Thread Manager form
  • CAI:Events form
  • CAI:EventParams form
  • UDM:Variable form

Gathering logs

Use the following log files to troubleshoot the UDM Load Balance configuration:

File nameLocation
arjavaplugin.logC:\Program Files\BMC Software\ARSystem\Arserver\Db directory
arcarte.logC:\Program Files\BMC Software\ARSystem\Arserver\Db directory
arerror.logC:\Program Files\BMC Software\ARSystem\Arserver\Db directory
ar.cfgC:\Program Files\BMC Software\ARSystem\Conf directory
pluginsvr_config.xmlC:\Program Files\BMC Software\ARSystem\pluginsvr directory

Resolutions for common issues

Consult the following table for workarounds to common issues that occur while running a DMT or UDM job:

SymptomAction

The following error messages are displayed:

  • CI-CS-CMDBErrorOutput.0 - ERROR: org.pentaho.di.core.exception.KettleDatabaseException:
  • CI-CS-CMDBErrorOutput.0 - ERROR: Did not find Remedy Application Service password for server X  in UDM:RAppPassword Form on server Y

Verify that the load balance server is listed in the UDM:RAppPassword form and the Windows Host file contains the following parameters:

  • AR Server IP servergroupname
  • AR Server IP servergroupname.domain.net

The job fails with the following error messages:

  • Error Connecting to ARSystem
  • Did not find Remedy Application Service password for server xxxxxxx in UDM:RAppPassword Form
Ensure that the UDM:Config form and the UDM:RAppPassword form contain the correct server entries.

The following error message is displayed:

ERROR (90): Cannot establish a network connection to the AR System server; servername:31500

Ensure that the UDM:Config form and the UDM:RAppPassword form contain the correct server entries.


The following error messages are displayed:

  • Error while fetching data from form UDM:ExecutionStatus
  • ERROR (623): Authentication failed; aradmin
  • Ensure that the UDM:Config form is configured correctly.
  • Ensure that the UDM:RappPassword form is configured and the passwords are correct.
  • Ensure that the Atrium Integrator is configured in a server group environment.

The following error messages are displayed:

  • ARDBCPluginRepository.java:445 > getListEntryWithFields() FAILs in plugin: ARSYS.ARDBC.PENTAHO
  • ERROR (623): Authentication failed; aradmin
  • Ensure that the UDM:Config form is configured correctly.
  • Ensure that the UDM:RappPassword form is configured and the passwords are correct.
  • Ensure that the Atrium Integrator is configured in a server group.

The following error messages are displayed:

  • ERROR [pool-4-thread-25] com.bmc.arsys.pluginsvr.plugins.a (?:?) - createEntry() FAILs in plugin: ARSYS.ARDBC.PENTAHO
  • ERROR (8753): Error in plugin; servername.name.com

Verify that the load balance server is listed in the UDM:RAppPassword form, and the Windows Host file contains the following parameters:

  • AR Server IP servergroupname
  • AR Server IP servergroupname.domain.net


The following error messages are displayed:

  • Error in plugin : servername.xyz.com (ARERR 8753)
  • An application command failed. (ARERR 4554)
  • Application-Delete-Entry "DMT:Action" 000000000060008

Verify that the load balance server is listed in the UDM:RAppPassword form, and the Windows Host file contains the following parameters:

  • AR Server IP servergroupname
  • AR Server IP servergroupname.domain.net

The following error messages are displayed:

  • Error in plugin: No Carte Server with name servername exists in UDM:Config form. (ARERR 8753)
  • 390626: An application command failed. (ARERR 4554)
  • Application-Delete-Entry "DMT:Action" 000000000002304
Verify the server entries in the UDM:Config form.
The data is not captured in the arcarte and arcarte-stdout log files.

In a server group environment, verify that the logs are written on the correct servers outlined in the UDM:Config form. If you see that the logs are written to the secondary server and not the default primary server, the primary server has issues. Ensure that the primary Atrium Integrator server is up and running. Review the arjavapluigin.log, arerror.log, and the arcarte log files for plugin errors.


Related topic

Knowledge Article number 000163160


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