Troubleshooting integration issues
This topic provides troubleshooting information about integration of BMC Helix Single Sign-On with supported BMC applications.
Generic integration issues
Issue | Description | Workaround |
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Installer fails to stop the application's server during integration | On Linux, when the user runs the BMC Helix 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 BMC Helix SSO installer on the application. If the integration fails again, perform the manual integration process. |
BMC Helix 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 BMC Helix SSO plugin and plugin server as a whole. |
A connection between the BMC Helix SSO server and another application fails | Various scenarios can cause this error. For example, a local user is registered in BMC Helix SSO, but the integrated application does not receive any notifications. | Investigate whether an integrated BMC application or any other application is reachable for the BMC Helix SSO server. To do so, enable the Check TCP connection feature for a tenant and validate the host and port values of the application. Starting with version 23.1.01, administrators can enhance a health check by selecting a Transmission Control Protocol (TCP) type of the connection. For more information, see Setting up tenants. |
Mid Tier integration issues
Issue | Description | Workaround |
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Integration fails after upgrading Mid Tier | If you have integrated BMC Helix SSO with 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 BMC Helix SSO filter information is overwritten:
| To restore the integration, manually remove the BMC Helix SSO integration installation folder that contains the InstalledConfiguration.xml file, and perform the integration steps again. |
Issue with Mid Tier authenticator configuration | You are manually integrating BMC Helix SSO with Mid Tier and see the following error while accessing Mid Tier:
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Mid Tier Integration fails due to missing filters | While integrating BMC Helix SSO with Mid Tier, the integration may fail and display the following errors:
These errors might appear because during integration, the BMC Helix 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 BMC Helix SSO with Mid Tier. If you encounter this issue, complete the workaround outlined in the next column. |
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Integration fails because the BMC Helix SSO URL is inaccessible | While integrating BMC Helix SSO with AR System or Mid Tier, you need to provide the BMC Helix 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 BMC Helix SSO service URL during integration. After the integration is complete, perform the steps below. For AR System integration:
For Mid Tier integration:
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Tomcat server of Mid Tier hangs after integration | After integrating BMC Helix SSO with Mid Tier, the Tomcat server on which Mid Tier is installed hangs. |
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