Troubleshooting integration issues
This topic provides troubleshooting information about integration of Remedy Single Sign-On with supported BMC applications.
Generic integration issues
Installer fails to stop the application's server during integration
On Linux, when the user runs the Remedy SSO installer on a supported BMC application, the integration may fail if the installer does not stop the application's server.
To complete the integration, perform a manual stop of the BMC application's server. Then, rerun the Remedy SSO installer on the application. If the integration fails again, perform the manual integration process.
Refer Manually integrating Remedy SSO with BMC applications for the manual integration process.
Remedy SSO installer's webapp installation fails
During integration, the webapp installation can fail due to insufficient privileges for the database user.
To enable the creation of users and tables, log in as a database user with privileges.
AR 623 error during integration
Various issues can cause this error. Use the steps in the next column to identify and fix any issues you find. (You might also perform the steps if you do not see the complete application list after logging on.)
If these steps do not resolve the issue, enable debug logging for the plugin server and check the arjavaplugin.log file. This file can help identify an issue with the Remedy SSO plugin and plugin server as a whole.
Remedy Mid Tier integration issues
Integration fails after upgrading Remedy Mid Tier
If you have integrated Remedy SSO with Remedy Mid Tier and then upgrade Mid Tier to the latest version, the integration fails with the following error message because the web.xml file that contains the Remedy SSO filter information is overwritten:
To restore the integration, manually remove the Remedy SSO integration installation folder that contains the InstalledConfiguration.xml file, and perform the integration steps again.
Issue with Remedy Mid Tier authenticator configuration
You are manually integrating Remedy SSO with Remedy Mid Tier and see the following error while accessing Mid Tier:
BMC Mid Tier Integration fails due to missing filters
While integrating Remedy SSO with Remedy Mid Tier, the integration may fail and display the following errors:
These errors might appear because during integration, the Remedy SSO installer parses web.xml and looks for the DTD at http://java.sun.com/dtd/web-app_2_3.dtd and may not be able to access it due to a firewall policy.
Modifying the web.xml file is the last step when integrating Remedy SSO with Remedy Mid Tier. If you encounter this issue, complete the workaround outlined in the next column.
Integration fails because the Remedy SSO URL is inaccessible
While integrating Remedy SSO with Remedy AR System or Remedy Mid Tier, you need to provide the Remedy SSO URL. If the URL is not accessible, an error is displayed, and the integration process does not continue.
Specify any accessible URL temporarily as the Remedy SSO service URL during integration. After the integration is complete, perform the steps below.
For a Remedy AR System integration:
For a Remedy Mid Tier integration:
Tomcat server of Remedy Mid Tier hangs after integration
After integrating Remedy SSO with Remedy Mid Tier, the Tomcat server on which Remedy Mid Tier is installed hangs.
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