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Documentation update To provide a better user experience, we have now created a separate documentation space for BMC Helix Automation Console (previously called BMC Helix Vulnerability Management). Users of BMC Helix Automation Console can find the latest documentation at BMC Helix Automation Console..

Troubleshooting installation issues

TrueSight Automation Console installation fails with errors. 

This topic helps you locate and review the appropriate logs to determine the root cause of the problem and either help you identify and resolve the issue or create a BMC Customer Support case.

Related topic

Installing TrueSight Automation Console

Issue scope

This topic includes installation issues that are encountered during any of the following installation stages:

  1. Preparing for installation
  2. Installing the Stack Manager
  3. Installing the database
  4. Installing the application
  5. Configuring after installation

Diagnosing and reporting an issue

Task

Action

Steps

Reference

1

Identify the step where the installation process failed.

  1. Prepare for installation.
  2. Install the Stack Manager.
  3. Install the database.
  4. Install the application.
  5. Configure TrueSight Automation Console.

2

Review the product compatibility

Ensure the version of TrueSight Automation Console being installed is compatible with the version of the endpoint manager (TrueSight Server Automation or TrueSight Network Automation).

Depending on the version of endpoint manager that you are using, apply the appropriate hotfix.

Refer to the endpoint manager requirements in System-requirements.

3

Review the logs to identify the issue.


  • The log file written by the TrueSight Automation Console installer during installation is truesight-sm.log. This log file is stored at the following path on the server where the installation was performed.
    <installation_directory>/sm/log
    Review this log file for all installation failure issues.
  • This truesight-sm.log log file contains logs events for the installation of stackmanager, application, and database.
  • Review the error message displayed while installing TrueSight Automation Console console along with the error message logged in the truesight-sm.log.

See the Resolutions for common issues section to review the common errors that can result in installation failures along with how they can be typically resolved.

If you are unable to identify and resolve the problem, see the next step to create a BMC Support case.

4

Create a BMC Support Case

Provide the following information and log files when creating a case with BMC Customer Support:

  • Screenshot of error message
  • Date and time of the installation failure
  • TrueSight Automation Console version and operating system on which it is installed
  • End point version along with build number
  • truesight-sm.log


Resolutions for common issues

Video - installing TrueSight Automation Console

The following video explains how to install TrueSight Automation Console with a containerized PostgreSQL database.

icon-play.pnghttps://www.youtube.com/watch?v=r9csZCihvj8

 

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TrueSight Automation Console 21.02