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 integration issues

This topic provides troubleshooting information about integration of Remedy Single Sign-On with supported BMC applications.

Generic integration issues

IssueDescriptionWorkaround

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.

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.)

  1. Check if the Remedy SSO server is accessible from the Remedy AR System Server.
    1. Check if the Remedy SSO service URL is configured correctly in the rsso.cfg file located in ARSystemInstallFolder\Conf (for example, D:\BMCSoftware\BMCARSystem\Conf\rsso.cfg).
    2. Open the Remedy SSO service URL in a browser to check whether it is accessible from the Remedy AR System Server.
  2. Check if the Remedy SSO plugin entry is set correctly in the pluginsvr_config.xml file.
    1. Open the pluginsvr_config.xml file located in ARSystemInstallFolder\pluginsvr (for example, D:\BMCSoftware\BMCARSystem\pluginsvr\pluginsvr_config.xml), and check for the following entry:

      <plugin>
          <name>ARSYS.AREA.RSSO</name>
          <classname>com.bmc.rsso.plugin.area.RSSOPlugin</classname>
          <pathelement type="location">D:/BMCSoftware/BMCARSystem/pluginsvr/rsso-area-plugin-all.jar</pathelement>
          <userDefined>
              <configFile>D:/BMCSoftware/BMCARSystem/Conf/rsso.cfg</configFile>
          </userDefined>
      </plugin>
    2. Make sure the file locations are correctly set.

    3. Make sure the rsso-area-plugin-all.jar is present in the pluginsvr folder.
    4. Comment out the ARSYS.ARF.ATSSOCONFIRMPWD and ARSYS.AREA.ATRIUMSSO entries because they are not needed if Remedy SSO is integrated with the stack.
  3. Make sure the plugin server is running.
    1. Open Task Manager to verify that the plugin server is running.
    2. Make sure the Server-Plugin-Alias is present in ar.cfg, for example:
      Server-Plugin-Alias:AREA AREA onbmc-s:9999
  4. Verify authenticated users.
    1. Verify that the users you authenticated are listed in the AR User form.
    2. Make sure the transformations are set correctly on the Remedy SSO server. For example, check whether the authenticated user is in uppercase or lowercase. Remedy SSO may transform the user to UPPERCASE, and the same user should also be in UPPERCASE in the AR User form.
  5. Make sure that the following entries are set correctly on the EA tab of the Server Information page:
    • External-Authentication-RPC-Socket: 390695
    • Authentication-Chaining-Mode: 1
    • Use-Password-File: T
    • Crossref-Blank-Password: T
      These entries correspond to the entries in the ar.cfg file.
  6. If the EA chaining mode on the AR System Server is set to ARS-AREA (1), change the EA chaining mode to AREA-ARS (2) and restart the server.

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

IssueDescriptionWorkaround

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:

BMC Remedy Single Sign-On error
ARERR [9388] Authentication failed: An error occurred in SSO plugin.

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:

 type Exception report 
    message java.lang.NullPointerException
 
    description The server encountered an internal error that prevented it from fulfilling this request.
 
    exception
 
    java.lang.RuntimeException: java.lang.NullPointerException
 
            com.remedy.arsys.stubs.GoatServlet.postInternal(GoatServlet.java:165)
 
            com.remedy.arsys.stubs.GoatHttpServlet.doGet(GoatHttpServlet.java:57)
 
            javax.servlet.http.HttpServlet.service(HttpServlet.java:624)
 
            javax.servlet.http.HttpServlet.service(HttpServlet.java:731)
 
            org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
 
            com.remedy.arsys.stubs.TenancyFilter.doFilter(TenancyFilter.java:49)
 
            com.bmc.rsso.agent.RSSOFilter.doFilter(RSSOFilter.java:135)

root cause 
java.lang.NullPointerException
        com.remedy.arsys.session.Login.establishSession(Login.java:281)
        com.remedy.arsys.stubs.GoatServlet.postInternal(GoatServlet.java:104)
        com.remedy.arsys.stubs.GoatHttpServlet.doGet(GoatHttpServlet.java:57)
        javax.servlet.http.HttpServlet.service(HttpServlet.java:624)
        javax.servlet.http.HttpServlet.service(HttpServlet.java:731)
        org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
        com.remedy.arsys.stubs.TenancyFilter.doFilter(TenancyFilter.java:49)
        com.bmc.rsso.agent.RSSOFilter.doFilter(RSSOFilter.java:135)
note The full stack trace of the root cause is available in the Apache Tomcat/7.0.64 logs.


  1. Open MidTierInstallFolder/WEB-INF/classes/config.properties, and make sure that arsystem.authenticator is set to com.bmc.rsso.plugin.authenticator.RSSOAuthenticator.
  2. Check whether MidTierInstallFolder/WEB-INF/lib/rsso-authenticator-plugin-all.jar exists.

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:

 Throwable=[com.bmc.install.product.remedysso.processing.
 RemedySSOPostInstallIntegrationArTask$IntegrationException:
 Couldn't deploy and configure agent
...
Throwable=[com.bmc.install.product.remedysso.installationtools.xml.Xml$XmlException:
 Couldn't add agent filter into C:\Program Files\BMC 
Software\ARSystem\midtier\WEB-INF\web.xml

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.

  1. Add the following Remedy SSO <filter> and <filter-mapping> entries in MidTierInstallFolder/WEB-INF/web.xml.

    <filter>
        <filter-name>RSSOFilter</filter-name>
        <filter-class>com.bmc.rsso.agent.RSSOFilter</filter-class>
    </filter>
    <filter-mapping>
        <filter-name>RSSOFilter</filter-name>
        <url-pattern>/*</url-pattern>
    </filter-mapping>

    Note

    When you add <filter-mapping>, make sure to add it as the first <filter-mapping> element in web.xml.

  2. Restart the Remedy Mid Tier Tomcat server.

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:

  1. Change the sso-service-url config value to the correct Remedy SSO service URL in the ARSystemInstallationFolder/Conf/rsso.cfg file.
  2. Restart the Remedy AR System server.

For a Remedy Mid Tier integration:

  1. Change sso-service-url property value to the correct Remedy SSO service URL in MidTierInstallationFolder/WEB-INF/classes/rsso-agent.properties.
  2. Restart the Remedy Mid Tier Tomcat.

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.

  1. Stop the Tomcat server on which Remedy Mid Tier is installed.
  2. Add the following parameters for JVM in the JAVA_OPTS (or CATALINA_OPTS) variable (for example, in the Tomcat catalina.sh file):
    • -XX:MaxPermSize
    • -XX:-UseCompressedOops
    • -XX:+UseConcMarkSweepGC
  3. Set the number of HTTP sessions to 600 if Remedy SSO and Remedy Mid Tier are running on independent Tomcat servers. If they are running on the same Tomcat server, set the number of HTTP sessions to 1800.

    The sessions are set in the conf/server.xml file on the Tomcat server. See the maxThreads property on the Connector configuration, for example:

     < Connector port="18080" 
     protocol="HTTP/1.1"
     connectionTimeout="20000"
     redirectPort="18443"
     maxThreads="1800"/>
  4. Restart the Tomcat server on which Remedy MidTier is installed.


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