Product installation fails

Product installation might fail due to issues that occur after the installation process starts — for example, if the product database is not available when the installation is in process. When a product installation fails, you can only exit the installer, fix the issues, and then resume the installation. The product dependencies for the failed product are removed from the Currently Installing tree in the installer.

To recover a failed product installation

  1. Troubleshoot issues with the product on the target host.
  2. On the installer page for the failed product, click Done.
  3. If you had started parallel installation of other products in the solution, first let their installations finish. After the parallel installations are finished, click Done and exit the installer.
  4. Relaunch the BMC Cloud Lifecycle Management installer and follow the pages in the installer.
  5. When the Host Check page appears, select Perform Host Check on the products that failed to install and click Next.
     The installer detects the failed installation on the target host.
  6. Revert the target host to a clean base snapshot.
     For more information, see Product snapshot and database restore state for recovering failed products.
  7. If the product requires a database and if it was installed on a physical server, restore the database.
     For more information, see Product snapshot and database restore state for recovering failed products.
  8. After the target host is running, go to the installer host and click Previous.
  9. Click Next to relaunch the host check.
     The installer host detects that the target host is restored but does not have a BMC BladeLogic RSCD agent, in the case of a fresh installation.
  10. Click Previous and select Do not perform Host Check.
     The Deployment Template page shows the failed installation for the product.
  11. On the Deployment Template page, click Next to install the BMC BladeLogic RSCD agent on the target host.
  12. To install the product on a different target host using the Deployment Template page, click Previous.
  13. Finish installing the failed product.

To troubleshoot product recovery issues

If you cannot recover from the failure of a product installation (for example, because the Previous button is disabled in the installer), use the following workaround:

  1. Clean up the underlying problem with the target host.
     For example, uninstall the software, revert the VM, disable the firewall, and so on.
  2. Relaunch the installer.
  3. Select Modify Existing Deployment, and then click Next.
     The Host Information page appears. The product that failed is marked with a red check mark. You cannot modify the product failure on this page, because the host field is disabled.

  4. Add a new host to one of the cloud products that does not have a dependency (for example, BMC Network Automation - Device Agent). 

    Note

    You are not actually going to install this product. This is a workaround step.

  5. Click Next.
     The installer prompts you that an earlier installation failed.
     Do not click Next.
  6. Click Previous.
  7. Enter the host name for the failed product.
  8. Remove the host name from the independent product.
  9. Click Next and continue with the installation.

Product snapshot and database restore state for recovering failed products

Use the following table to recover a failed product to an earlier VM or physical host snapshot and restore your product database, if applicable.

Product name

Reverse target host snapshot

Restore database snapshot

BMC Remedy AR System and BMC Remedy ITSM Suite

Revert the VM snapshot or clean up the physical computer that hosts the BMC Remedy AR System and BMC Remedy ITSM Suite product to an initial state in which all prerequisites are included.

Restore the BMC Remedy AR System and BMC Remedy ITSM Suite database to its original state.

BMC Remedy AR System – Cloud Database (Including DSO Mapping)

  • Revert the VM snapshot or clean up the physical computer that hosts the BMC Remedy AR System and BMC Remedy ITSM Suite host to an initial state in which all prerequisites are included.
  • Revert the VM snapshot or clean up the physical computer that hosts the BMC Remedy AR System – Cloud Database host to an initial state in which all prerequisites are included.
  • Restore the BMC Remedy AR System and BMC Remedy ITSM Suite database to its original state.
  • Restore the BMC Remedy AR System – Cloud Database to its original state.

BMC Atrium Core – Web Registry

  • Revert the VM snapshot or or clean up the physical computer that hosts the BMC Atrium Core – Web Registry host to an initial state in which all prerequisites are included.
  • Revert the VM snapshot or clean up the physical computer that hosts the BMC Remedy AR System and BMC Remedy ITSM Suite with DSO Mapping configured to an initial state in which all prerequisites are included.
  • Restore the BMC Atrium Core – Web Registry database to its original state.
  • Restore the BMC Remedy AR System and BMC Remedy ITSM Suite with DSO Mapping configured to its original state.

BMC BladeLogic Server Automation – Application Sever and Console

Revert the VM snapshot or clean up the physical computer that hosts the BMC BladeLogic Server Automation host to an initial state in which all prerequisites are included.

Restore the BMC BladeLogic Server Automation database to its original state.

BMC ProactiveNet Performance Management – Data Collection Host

Revert the VM snapshot or clean up the physical computer that hosts the BMC ProactiveNet Data Collection Host product to an initial state in which all prerequisites are included.

Not applicable

BMC ProactiveNet Performance Management – Central Server

  • Revert the VM snapshot or clean up the physical computer that hosts the BMC ProactiveNet Central Server product to an initial state in which all prerequisites are included.
  • Revert the VM snapshot or clean up the physical computer that hosts the BMC BladeLogic Server Automation – Application Sever and Console product and its database to the point where the product had installed successfully.

Not applicable

BMC ProactiveNet Performance Management Server

  • Revert the VM snapshot or clean up the physical computer that hosts the BMC ProactiveNet Server product to an initial state in which all prerequisites are included.
  • Revert the VM snapshot or clean up the physical computer that hosts the BMC BladeLogic Server Automation – Application Sever and Console product and its database to the point where the product had installed successfully.

Not applicable

Cloud Platform Manager – Cloud Database Extensions

Revert the VM snapshot or clean up the physical computer that hosts the BMC Remedy AR System – Cloud Database product to the state with the DSO mapping configured.

Revert the database of the BMC Remedy AR System – Cloud Database to the state with the DSO mapping data.

Cloud Platform Manager – Cloud Portal AR Extensions

Revert the VM snapshot or clean up the physical computer that hosts the BMC Remedy AR System Server and BMC Remedy ITSM Suite product to the state with the DSO mapping configured.

Revert the database of the BMC Remedy AR System Server and BMC Remedy ITSM Suite to the state with the DSO mapping data.

Cloud Platform Manager

  • Revert the VM snapshot or clean up the physical computer that hosts the Platform Manager product to the state with the installation prerequisites met.
  • Revert the VM snapshot or clean up the physical computer that hosts the BMC Remedy AR System – Cloud Database product to the state with the Cloud Database Extensions installed.

Not applicable

Related topics

Preinstallation checklists
Installation-overview
Installing-BMC-Cloud-Lifecycle-Management-on-Windows
Modifying an existing deployment - installing additional products

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*