Troubleshooting installation and upgrade issues
Use this troubleshooting information if you have issues with the installation of Remedy Single Sign-On.
Issue | Description |
---|---|
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:
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 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:
Workaround: You can ignore these errors. For more information about these errors, see Slf4j errors . |
When you restart the Tomcat server | Symptom: You can encounter the following database credential exception in the Catalina.log file:
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:
Workaround: Perform the following steps:
|
Comments
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?
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?
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
Unfortunately, there no standard steps to help you troubleshoot this problem. I hope support will help asap.
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
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
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.
This is a specific case. I recommend reaching out to BMC Support.
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