This documentation supports the 19.11 version of BMC Remedy Single Sign-On, which is available only to BMC Helix subscribers (SaaS).

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.

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