This documentation supports the 18.08 version of Remedy Single Sign-On.

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

Troubleshooting installation issues

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

Installation using an embedded database

When you use an embedded database for installation, the installer may not restart Tomcat after installation. Hence you may see an error when you try to log in.

Workaround

Stop the Tomcat before installation and start it after the completion of the installation. Or restart Tomcat if it was running during installation.

Installation using case sensitive version of database

MS SQL Server supports different collations for both case sensitive and case insensitive versions of database.

For example:

* SQL_Latin1_General_CP1_CS_AS - case sensitive version

* SQL_Latin1_General_CP1_CI_AS - case insensitive version

Up to the 9.1 SP2 version, when using CASE SENSITIVE version of the rsso database an exception would take place when installing RSSO on a preconfigured database. Usually, this bug is revealed when installing the second Remedy SSO node in HA mode:

===exception trace:
com.bmc.rsso.dao.DatabaseException: An error occurred while checking if database already configured
at com.bmc.rsso.dao.mssql.MssqlConfigurationDao.isAlreadyInit(MssqlConfigurationDao.java:48)
at
 
com.bmc.install.product.remedysso.validator.RemedySSODbUsersValidationTask$6.validate(RemedySSODbUsersValidationTask.java:154)
at com.bmc.install.product.remedysso.validator.ChainValidationTask.performValidation(ChainValidationTask.java:41)
at com.bmc.install.task.ValidationTask.execute(ValidationTask.java:54)
at com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
at java.lang.Thread.run(Unknown Source)
Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Invalid object name 'rsso.INFORMATION_SCHEMA.Tables'.
at com.microsoft.sqlserver.jdbc.SQLServerException.makeFromDatabaseError(SQLServerException.java:216)

In 9.1 SP3, this issue is fixed.

For earlier versions there is a workaround provided. Temporarily change the database collation to case insensitive and after installation change it back.

To change the collation on the database execute the following sequence:

# ALTER DATABASE dbName SET SINGLE_USER WITH ROLLBACK IMMEDIATE
# ALTER DATABASE dbName COLLATE SQL_Latin1_General_CP1_CI_AS
# ALTER DATABASE dbName SET MULTI_USER WITH ROLLBACK IMMEDIATE

This changes collation to the SQL_Latin1_General_CP1_CI_AS (\_CI_ means CaseInsensitive version).

Installation on multi tenant Oracle 12c

Installation on Oracle12 failed with Oracle error.

Workaround

For Oracle 12C, it is possible to have two type of Instances - CDB and PDB. The default instance id is CDB instance. If you are using the PDB instance, then use the name of PDB as the service name.

To define the PDB service name, use the following code:

{code:sql}
>sqlplus / as sysdba
sqlplus> show pdbs
{code}

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