Troubleshooting cloned Smart IT environment issues
When you try to access the Smart IT application from the browser, you might see some errors or face issues with logs. Use this information to understand and resolve the problem or to create a BMC Support case.
- The Smart IT Universal Client displays a blank page (404 or 500 error).
The following error is seen in the Tomcat catalina.<date>.log file:
- The Smart IT server does not generate any logs in the Logs folder.
- Only a bootstrap.log file is generated in the <installDirectory>\Smart_IT\Logs folder. None of the other expected Smart IT logs are created or updated.
- References to incorrect Smart IT hostnames are displayed in the Centralized configuration or in the AR System Configuration Component Setting form..
The following log snippet is displayed in smartit.log upon restarting the Smart IT Tomcat service:
- The new environment is unavailable for all users.
When you face issues in a production system, you might want to clone that environment to a separate test system to try and troubleshoot the issues there.
Perform the following tasks to troubleshoot the cloned environment issues:
If Smart IT is unavailable and displays a 404 or 500 error, acquire a fresh set of logs for Tomcat and Smart IT.
In environments where Remedy Single Sign-On exists, temporarily disable the integration with Smart IT. This action will affect only the Smart IT application, Remedy Single Sign-On will continue to function in Remedy Mid Tier and other applications.
To disable the integration of BMC Remedy Single Sign-On with Smart IT, run the following queries against the Smart IT database. You might need to adjust the Smart IT system schema name to match that of your system.
Enable the Smart IT logs in Debug mode and then restart Smart IT.
To enable the Smart IT logs, see Knowledge Article 000158941.
The following video describes how to enable the logs in the Debug mode in Smart IT..
Knowledge Article 000158941
Review the logs.
After restarting the application, look for errors in the smartit-metadata.log file.
Open the catalina.<date>.log file and review any errors that might occur when the application restarts.
This issue occurs due to communication problem with the Remedy AR System server.
Check the AR Server and load balancer references in Smart IT and the database.
The SMT:Administration Console form is used to specify the AR System server used in the environment. When you clone the environment, this form must be updated.
Check the AR Server or load balancer references in the Smart IT database.
Verify if the tables in Smart IT database contain the right references for the AR System server or the load balancer.
SmartIT_System.CONFIGURATION_PARAMETER table contains the hostname, port, and Application Service password in the Smart IT SQL database.
In the SmartIT_System.PROVIDER_SETTINGS table, check for host name references in the Smart IT SQL database.
Note: If you are using an Oracle database, use the COMMIT statement to make the changes permanent.
Review the references in the smartit.xml file.
In localhost.log or catalina.log, you might find errors that indicate failed login attempts to the database. You can troubleshoot this by reviewing the smartit.xml file.
The smartit.xml file located at <SmartIT_Tomcat_Install_Dir>\conf\Catalina\localhost contains references to the JDBC connection to the SmartIT_System and SmartIT_Business schemas.
The following example is from a system connecting to MS SQL Server database:
Knowledge article: 000137427
Check the new Smart IT cloned server references in the AR System Configuration Component Setting form.
On the AR System Configuration Component Setting form, check record for the current Smart IT server hostname.
If this record belongs to the old environment and not the cloned environment, then this data must be corrected. Restart the AR System server and Smart IT server, and check if the data gets corrected.
Uninstall Smart IT and drop the schemas. Reinstall Smart IT.
Check if invalid AR System servers are listed in the Centralized configuration
Knowledge article: 000097124
Create a BMC Support Case.
When creating a case with BMC Support, collect available Smart IT logs and Tomcat logs.
Provide the following information as part of your case:
After you determine a specific symptom or error message, use the following table to identify the solution:
Smart IT displays one or both these errors:
|The Openfire chat icon is not visible after cloning the environment.|
Check the Openfire chat parameters. The connect.properties file in the <SmartIT_Tomcat_Install_Dir>\external-conf directory contains references to the MyIT server and Openfire connection details:
The following errors are shown: