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This documentation supports the 20.02 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.
Remedy with Smart IT 20.02 Troubleshooting

Troubleshooting installation and upgrade issues in Smart IT

This topic contains information that can help troubleshoot the issues faced during installation and upgrade of Remedy with Smart IT (Smart IT).

Error reportedSolution
Installing Remedy with Smart IT and BMC Digital Workplace on the same bundle Tomcat server
  1. Install BMC Digital Workplace by using the New tomcat option.

    1. cd $CATALINA_BASE/lib

    2. mkdir Catalina

    3. cd catalina/

    4. Unzip ../catalina.jar

    5. vim org/apache/catalina/util/ServerInfo.properties > add server information, server number and server built

      Sample serverinfo.properties file

      server.info=Apache Tomcat/8.5.0
      server.number=8.5.5.0
      server.built=Aug 31 2017 19:51:16 UTC

    6. jar uf ../catalina.jar org/apache/catalina/util/ServerInfo.properties > run ‘yum install java-devel’ command if we get ‘jar command not found’ error
    7. cd..
    8. rm -rf Catalina
    9. Restart Tomcat
  2. Install Smart-it using ‘existing tomcat’ version 
    1. cd $CATALINA_BASE/lib
    2. mkdir Catalina
    3. cd catalina/
    4. unzip ../catalina.jar
    5. vim org/apache/catalina/util/ServerInfo.properties  > remove  server info, server number and server built 
    6. jar uf ../catalina.jar org/apache/catalina/util/ServerInfo.properties             
    7. cd..
    8. rm -rf Catalina
    9. Restart Tomcat
Installation is interrupted

While installing Smart IT, the AR attachment security remains disabled. In case of interruption (For example, system crash, power failure etc.) in installation process, you need to manually enable the security if it was enabled while initiating the installation. You can set the value of Attachment-Ext-Filter parameter to 1 in the ar.cfg file.This file is available at the following path:

\Program Files\BMC Software\ARSystem\Conf> 

Alternatively, you can follow these steps to manually enable the security:

  1. In ITSM, select AR System Administration Console from the AR System Administration application.

  2. From General, select Server Information.

  3. Click Attachment Security tab.

  4. Select the Allow attachment with following extensions option in the Attachment criteria and provide the file extensions.

This is applicable for both the patch and the main installation.

Failure in Smart IT installation
  • The DefaultWeb Path field should contain Mid-tier URL before running SmartIT stand alone installer. In Mid-Tier, this field is available at AR System Administration > AR System Administration Console > System > General > Server Information > Advanced
  • Smart IT Administrator need to check the attachment size mentioned in AR configuration parameter Max Attach Size, before running the installer. If you need to support all sizes, it is recommended to set 0.
Installation is completed with warnings or installation fails with errors.

Check the installer logs for exceptions.

Log file location:

(Windows) %TEMP%/smartit_install_log.txt

(Linux) \tmp\smartit_install_log.txt

Database exceptions in schema creation and upgrade indicated by the following message:

"Schema creation and population failed" 

For fresh install:

  1. Identify the cause of failure and correct it.
  2. Continue with the installation.
    1. If the SmartITschema was created in the database, delete it.
    2. Delete SmartIT_Business, SmartIT_System and openfire users created in the database.  
    3. Uninstall Smart IT. See Uninstalling Smart IT.
    4. Delete <SmartIT install directory>.
    5. Run the installer.

For upgrade:

  1. Restore the Smart IT database that you backed up before starting upgrade.
  2. Correct the cause of failure and run the installer again.

Note:  If you do not have the Smart IT database and AR System database backup, contact BMC Support.

AR definition (DEF) file import failure.

For fresh install:

  1. Check the RIK log files located at <SmartITInstallDir>/SmartIT/logs/
  2. Debug the failure. See Troubleshooting data and workflow import issues Open link  
  3. Perform steps to clean to clean up  Smart IT database and uninstall Smart IT. Refer to the steps listed for Database exception in schema in the previous row.
  4. Ensure that the cause of previous failed installation is corrected.
  5. Run the installer.

For upgrade:

  1. Perform step 1 and 2. 
  2. Restore the Smart IT database you backed up before starting upgrade.
  3. Ensure that the cause of upgrade failure is corrected.
  4. Run the installer. 

Note: If you do not have the Smart IT database and AR System database backup, contact BMC Support.

AR System data import (ARX) failure or warnings

Check the install and RIK log files located at located at <SmartITInstallDir>/SmartIT/logs/ for debugging the cause of failure.

Note: You can run Data import command line after installation to fix data import warnings. See Data Import command-line utility options Open link .

Apache Tomcat startup errors and Smart IT applications not getting loaded

After the installation is complete, stop and restart Apache Tomcat.
Smart IT database and AR System errors during upgradeIf you do not have the Smart IT database and AR System database backup, contact BMC Support.
Automatic unfollow of the terminated tickets feature does not work

While upgrading 1911 server:

Create a number of records which includes both new and older than 30 days record in the SMT:Social_FollowConfig on SmartIT\ITSM 1908 server. Upgrade to 1911 server and apply this fix.

To run the migration Tasks:

1. Login with admin account.
2. Open MSM:MigrationTasks form in MT after D2P pakage is deployed successfully. Please note these MSM:MigrationTasks will only be available if you have installed Smart IT.
3. Open MSM:MigrationTasks form and search with 'Schema Name' = "SMT:Social_FollowConfig".
4. Now first modify all the tasks that have 'Task Tag Group' = "DELETE_SMT_SOCIALFOLLOWCONFIG".
5. Modify the 'Migration Status' Value to "Executing" and save it.
5. Check after modification of all the migration tasks; the migration Status of the tasks become Successfull and the older records from SMT:Social_FollowConfig form get deleted.
6. Now five tasks are left with 'Task Tag Group' = "MODIFY_STATUS_SMT_SOCIALFOLLOWCONFIG", modify the 'Migration Status' Value to "Executing" of each stage and save it. This will populate the ConsolidatedStatus for remaining old records(SMT:Social_FollowConfig form).

Unable to log in to Smart IT after a fresh installation. A spinning wheel is displayed.

Make sue you have an active record in CTM:People form, and the appropriate Smart IT agent permissions.

SmartIT Installation failed with the error Schema creation and population failed] and [Updating version dbVersion failed in updateOrInsertVersionByKeyName method messages.

Make sure that your password is not less than 8 characters. Also, make sure that you have the rights to create schema in db.

Installation of Smart IT fails with the following error message:

LOG EVENT {Description=[SET PROPERTY SERVER_IDENT

This error occurs while installing Smart IT on a server where, the domain name consists of three levels in the domain hierarchy. For example, the FQDN of the server is represented as:

server.dom1.dom2.dom3-0000

Run the installer with actual host name or an FQDN that contains only two dots like server.bmc.com

Smart IT installer fails with the error Unable to connect to Database when the database credentials are provided as Windows Authentication.Add C:\Program Files\BMC Software\Smart_IT\Smart_IT\dll to the path variable under System Variables.

Related topics

Working with logs

Knowledge article Open link

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Last modified by Dhanya Menon on Aug 23, 2022
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