Troubleshooting BMC Remedy AR System integration

This topic explains common errors associated with AR System authentication.

User has no profile in this organization

If the User Profile for the BMC Realm is set to Required instead of Dynamic or Ignored, the following error message occurs when logging into a BMC product:
User has no profile in this organization

To modify the User Profile setting

1. On the BMC Atrium Single Sign-On Admin Console, click Edit BMC Realm.
2. Select either Dynamic or Ignored.

BMC Atrium Single Sign-On does not send AR group information to AR

The user is authorized as a guest when BMC Atrium Single Sign-On does not send BMC Atrium AR System group information to BMC Atrium AR System.To work around the issue, add the AR User store.

Error saving user attributes or group edits

An error occurs when you try to update user attributes or assign groups to users with information that was retrieved from the BMC Remedy AR System server. The AR Server data store provides read-only access to the user and group information.

The error indicates that a search base entry does not exist.

Error in SAML authentication when Auto Federation is enabled

BMC Atrium Single Sign-On fails to find the federated user account specified and returns an error (BMCSSG1777E) if Auto Federation is enabled and an AR user store is used. To work around this issue, you must delete the AR user store.

For more information, see Using AR for authentication.

User receives a 623 Authentication Failed error

BMC Atrium Single Sign-On is able to authenticate, but BMC Remedy AR System does not authorize the user.

The cause could be either of the following issues:

• Not using FQDN names everywhere.
• Improperly configured BMC Remedy AR System plug-ins (arjavaplugin.log).

If the issue has some other cause, then debugging will be complicated. Your must refer to the logging details.

Performance issue due to requests in FAST queue

The AR System server starvation problem occurs when any request is pulled from the queue. The processing of the request needs to be verified with BMC Atrium Single Sign-On, which results in a call to the BMC Atrium Single Sign-On server. This call to the server creates another task in the same queue. If the number of threads in the queue are exhausted, the original request hangs until a thread is available. If there are many long running tasks, the blocked request is timed out which results in AR System server resources starvation.

You can reduce the probability of the starvation problem by increasing the number of threads servicing the queue. However, unless the number of threads to service the queue is double the number of users, you may still encounter this issue.

To work around the issue, move the BMC Atrium Single Sign-On calls to a private queue so the API calls in the queue do not compete with other API calls. The AR authentication module and AR user store have been modified to always provide a private queue number when creating connections with the AR server.  The default value is 390629 but can be overridden with System properties. Adding "-Datsso.ar.private.queue=" to the setenv.sh script will result in the selection of a different queue.

To enable a private queue

1. Open the ar.cfg/ar.conf file.
2. Add the following: Private-RPC-Socket: 390629.

You can also check the value of the private queue in use from the atsso*.log on the BMC Atrium Single Sign-On server. The following entry displays the queue number in use: Using AR Private Queue.

BMC Atrium Single Sign-On C++ plug-in crashes

The AR System server crashes when the C++ plug-in is used for BMC Atrium Single Sign-On authentication. To ensure proper operation, you must use the correct authentication plug-in:

• If you are using both BMC Atrium Single Sign-On and BMC Remedy AR System external LDAP authentication, use the C++ plug-in.
• If you are entirely dependent on BMC Atrium Single Sign-On to provide authentication, use the Java plug-in.

To enable the Java plug-in, you must change your configuration.

Before you begin

Ensure that you have completed the BMC Atrium Single Sign-On/BMC Remedy AR System integration.

1. In the ARsystem/conf folder, open the <ar.conf> file.
2. Comment the Plugin line:
   areaatriumsso.dll.
3. Comment the Server-Plugin-Alias line:
   ARSYS.AREA.ATRIUMSSO ARSYS.AREA.ATRIUMSSO <ARServerName>:<Plugin-port>.
4. Add following line to the Server-Plugin-Alias:
   AREA  <ARServerName>:<Plugin-port>.
5. Save the file.
6. Open the <ARInstallFolder>\ARSystem\pluginsvr\pluginsvr_config.xml file.
7. Look for the following string:
   ARSYS.AREA.ATRIUMSSO.
8. Change the string to AREA and save the file.
9. Restart BMC Remedy AR System server.