This documentation supports the 20.02 version of Remedy Single Sign-On.

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

Troubleshooting installation and upgrade issues

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

Related topic
IssueDescription

When you install the Remedy 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 Remedy 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 Remedy 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 Remedy 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 Remedy SSO database connectivity in nonfaulty.

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

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

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

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

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

Symptom: Remedy 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 Remedy 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 Remedy SSO server.
  4. Set the db.prepackage.type property to true.
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Comments

  1. Piotr Ciechonski

    I'm trying to upgrade from RemedySSO 18.02 to 20.02 and I'm getting following error:

    Throwable=[com.bmc.install.product.remedysso.upgrade.RemedySSOUpgradeTask$UpgradeException: The database must exist and configured for upgrade procedure

    I'm using Oracle DB which is fully accessible and RemedySSO 18.02 is working on that DB without any problems. Do you have any suggestions on what can be done regarding this issue?

    Apr 15, 2020 06:58
  2. Olga Kutetska

    Hello, Piotr Ciechonski

    The error you have mentioned can be thrown when the following property is not found:

    if (!isProperty(DB_IS_ALREADY_INIT)) {
    throw new UpgradeException("The database must exist and configured for upgrade procedure");
    }

    It could have happened if you manually created the database, changed the permissions after installation, etc.

    To troubleshoot this issue, we need more details. Would you, please. contact support to help you resolve the problem?

    Apr 15, 2020 08:09
  3. Piotr Ciechonski

    Tables were created on a different schema. Then everything was moved to a different schema and RemedySSO 18.02 was reconfigured to use a new one and that was working without any problems. I have a case open for this issue 00863118

    Apr 15, 2020 08:30
    1. Olga Kutetska

      Unfortunately, there no standard steps to help you troubleshoot this problem. I hope support will help asap.

      Apr 16, 2020 05:45
  4. Amr Hussein

    i need a help for this issue i installed tomcat and RSSO with embedded db and i made all the the steps carefully but tomcat can't reach the RSSO server (error 404) thanks for your reply

    Jul 21, 2022 07:43
    1. Olha Horbachuk

      Hi Amr Hussein, thanks for the question.

      Please check whether your Tomcat path is correct. Looks like the Tomcat server path is wrong. If the issue still persists, can you contact BMC Support?

      Regards,

      Olha

      Jul 22, 2022 02:44
      1. Amr Hussein

        hi olha, thanks for your reply. but the issue is not about the path the issue it's about the tomcat can't get the database for the RSSO, so i need the steps that i configure the db for RSSO.

        Jul 23, 2022 07:57
        1. Olha Horbachuk

          This is a specific case. I recommend reaching out to BMC Support.

          Jul 25, 2022 02:22