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

This topic provides troubleshooting information with respect to installation of Remedy Single Sign-On.

Related topic
IssueSymptomWorkaround

When you install Remedy SSO server on the embedded database

The Tomcat does not automatically start after installation, and you see an error when you try to log in.


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 Remedy SSO server

The Tomcat can delay its shutdown process triggered by the installer itself, and cause the installer to fail with below 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)

Stop the Tomcat, and run the Remedy SSO

installer to upgrade.

The installer can run without Tomcat service up.

For more information about the problem, see DOC-125510 knowledge article in BMC Communities.

When you install Remedy SSO server manually

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

You can ignore these errors. For more information about these errors, see Slf4j errors

When you restart the Tomcat server

You might 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.

You can ignore this exception, as the Remedy SSO database connectivity works fine.

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

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

Log out from the Remedy SSO Admin Console, and log in again.

After upgrade from version earlier than 19.11, you have got a role of SaaS administrator.

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

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)]

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 db.prepackage.type=false.
  3. Upgrade the Remedy SSO server.
  4. Set db.prepackage.type=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