Working with error messages

This topic provides information related to error messages in BMC Cloud Lifecycle Management. It includes the following sections:

• • Identifying the source of an error message
  • ARERR 219009 when logging on

Identifying the source of an error message

This section lists the range of error message numbers assigned to each component of BMC Cloud Lifecycle Management. Compare the first three numbers in the error message number to this table to determine which component issued the error message.  Knowing which component issued the error message is important to help you resolve the error and, if necessary, to provide to BMC Software Customer Support.

Error messages appear in the format:

BMC-CLMT-xxxyyyyy

where xxx is the three-digit number designating the component and yyyyy is the five-digit number designating a unique error within that component.

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ARERR 219009 when logging on

You might see the following error when logging on to BMC Cloud Lifecycle Management:

Consider the following causes and solutions for this error, depending on whether your BMC Cloud Lifecycle Management environment is a new installation or was upgraded from a previous version:

1. SuperUser Password Mismatch.

   While installing Platform Manager through the Install Planner, the Install Planner asks for the Super User password. This is encrypted and stored in the Platform ManagerMachine/BMC Software/BMCCloudLifecycleManagement/Platform Manager/Configuration/Cloudservices.json file on the Platform Manager server. The Install Planner also asks for the Super User password while installing Cloud Portal on the Enterprise AR System Server. This password should be same as the one given while installing Platform Manager. If there is a mismatch, then the Cloud Administrator Console will fail with an IMPERSONATE error. The Super User password specified while installing Cloud Portal is encrypted and stored in the CMF:PluginConfiguration form on the Enterprise AR System Server.

2. The User account is not properly populated in the Cloud AR System instance.
   • For new installations—Verify that the User data exists in the People/User/BMC_Person form, and that the user is granted a fixed license. Make sure there are available fixed user licenses on the Cloud AR System. To perform this check, search the number of records in User form. If the count of these records exceeds the number of fixed user licenses available in Cloud AR System, then modify the number of licenses accordingly. This can be done from the BMC Remedy AR System Administration Console > General > System > Add or remove licenses section.

   • For upgraded environments—Verify that the User account exists in the Cloud AR System instance. The user should also be granted a fixed license. If they are out of sync, edit the record in the Enterprise AR System Server and verify that the record is updated in the Cloud AR System Server.  If the records do not sync, make sure there are available fixed user licenses on the Cloud AR System Server, and confirm that DSO is working properly. Typical entries in the csm.log file for this usecase would be:

     08 Sep 2011 17:23:14,781 [INFO] DB - [Thread=btpool0-4(31)]
     [Class=CloudDBRequestProcessor:getResource] - ##START CLOUDDB
     User[cloudadmin] RETRIEVE##
     08 Sep 2011 17:23:14,922 [INFO] DB - [Thread=btpool0-4(31)]
     [Class=CloudDBRequestProcessor:getResource] - No records found in
     CloudDB for class : com.bmc.cloud.model.beans.User having uuid : cloudadmin
     08 Sep 2011 17:23:14,922 [INFO] DB - [Thread=btpool0-4(31)]
     [Class=CloudDBRequestProcessor:getResource] - ##END CLOUDDB
     User[cloudadmin] RETRIEVE success##
     08 Sep 2011 17:23:14,922 [ERROR] LOGIN_SERVICE - [Thread=btpool0-4(31)]
     [Class=LoginService:authenticate(LoginType)] - User : cloudadmin could not
     be found in Cloud AR. Authentication failed
3. Changing the Demo Password.
   
   Changing the Demo Password without updating the Demo Password in BMC Network Automation, BMC Server Automation and Platform Manager can also trigger the IMPERSONATE error. Update the Demo password in the following locations:
   • BMC Server Automation—Navigate to Configuration > Atrium Integration > Configuration. If the Demo user is specified here, amend the password accordingly.
   • BMC Network Automation—Navigate to Admin > System Parameters, under Enable CMDB Integration, if the Demo user is specified here, amend the password accordingly.
   • Log into the Platform Manager server and open the cloudservices.json file from PlatformManagerMachine/BMC Software/BMCCloudLifeCycleManagement/Platform_Manager/configuration. Search for Database(AR) Server User and Database(AR) User. If this user is "Demo", then search for Database(AR) Server Password and Database(AR) Password. You will need to change the attributeValue entry to the new encrypted password. Ensure that the AR Server names are set properly in the cloudservices.json file and they are resolvable by the Platform Manager server. For example, search for  "ar-server-hostname" in the cloudservices.json file and replace that with the AR System Server Machine name.

4. Mismatched number of AR User fixed licenses between Enterprise AR System and Cloud AR System. (Upgraded environments only.)
   
   The number of AR fixed Licenses should be same on Enterprise AR System and Cloud AR System.

   Also if the following error is received in the csm.log file, increase the number of AR User Fixed Licenses in Enterprise AR System and Cloud AR System. This causes the user account to be populated as expected and users will then be able to access the Cloud Portal successfully.

   <DIST> Perform mapping (stage 7)
   <DIST> ** ERROR ** You are already at the limit of the number of
   fixed user licenses of the following type (ARERR 30)
   <DIST> Connection info: Server -- MyCloudDBSrv, Port -- 0, RPC
   program number -- 0
   <DIST> ** ERROR ** You are already at the limit of the number of
   fixed user licenses of the following type (ARERR 30)
   <DIST> ** ERROR ** Failure during mapping attempt
   (Fri Sep 09 2011 09:18:36.2970)
   <DIST> Mapping CSM:DSO:User retrieved from cach

5. The Atrium Web Registry instance may be having issues.

   Restart the Atrium Web Registry services and clear all browser caches while it is stopped.

6. BMC Cloud Lifecycle Management services have been restarted in an improper sequence. See Knowledge Article 000082339 for the correct sequence.

7. BMC Cloud Lifecycle Management has been installed on a single server and that server is rebooted.

   In such a case all the services will be started at the same time and Cloud Portal will reflect the error. A Workaround is to restart the Platform Manager services in such a deployment after server has been rebooted. Another workaround is to create a script that delays the Platform Manager services startup so that other services are started before the Platform Manager service starts.

8. In some cases, if the database server is out of disk space and the Database is configured with AR System Servers, we can see this error in the Cloud Portal.
9. Check for connectivity issues between Enterprise AR System and Platform Manager.
10. MAC ID changes on a VM can also cause the error. For example, Amazon instances are prone to encounter this issue frequently.

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