This documentation supports the 19.08 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

Installation using an embedded database

When you use an embedded database for installation, the Tomcat does not automatically start after installation, so you will 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.

Restarting Tomcat

When you restart the Tomcat server, you can encounter the following database credential exception in the Catalina.log file: 

<Date> <Time> SEVERE [localhost-startStop-1]
Unable to create initial connections of pool.

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

Upgrade of TrueSight that is integrated with Remedy SSO and is on the embedded PostgreSQL

TrueSight that is integrated with Remedy SSO fails to upgrade on the embedded PostgreSQL.

During the TrueSight upgrade, Remedy SSO service stops, which 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(
com.bmc.install.product.remedysso.upgrade.UpgradeRSSO.execute( Source)]


1. On the server where TrueSight is installed with Remedy SSO, navigate to the <RemedySSO_INSTALL_DIR>/rsso/conf directory.

2. Edit the rssoproperties.conf file and set db.prepackage.type=false.

3. Upgrade Remedy SSO server.

4. Set db.prepackage.type = true.

Was this page helpful? Yes No Submitting... Thank you


  1. John Conroy

    The file is rssoproperties.conf not rsso-properties.conf. Also it's worth accentuating that the file mod should be made while the old RSSO is running. The mod simply ensures that the DB does not get shutdown during the u/g. If the change is made whilst the old RSSO is down then the embedded DB will NOT be started at all and the workaround will fail.

    Feb 26, 2020 09:50
    1. Olga Kutetska

      Hello, John!

      Thank you for the comments. I have improved the document to improve the mentioned problem. The update will be available when the document is published.

      Mar 06, 2020 09:29