Troubleshooting

Troubleshooting an authorization issue

Symptom

You cannot log in to BMC Helix Operations Management and the following message is displayed:

Scope

This issue occurs when you try to access BMC Helix Operations Management from the BMC Helix Portal Home page or through a direct link. This is caused due to the following reasons:

• The user does not belong to at least one user group.

• The user group is not associated with at least one authorization profile.

Resolution

To resolve the issue, perform the following steps:

1. In BMC Helix Portal, add the user to a new or existing user group.
   For more information, see Group management

2. Ensure that the user group is associated with at least one authorization profile in BMC Helix Operations Management. If not, add the user group to an existing authorization profile or create a new one.
   For more information, see Configuring-authorization-profiles.

Unable to delete a DEP policy

Symptom

On the Event Policies page, you are unable to delete a dynamic enrichment policy (DEP) that you created by using the Copy option.

Scope

This issue occurs under the following situations:

• You create more than two copies of a DEP policy by using the Copy option.
• You attempt to delete any policy instance beyond two, for example a third policy instance.

Workaround

As a workaround for this issue, perform the following steps:

1. On the Event Policies page, edit the policy that you want to delete.

2. In Policy Configuration, delete the dynamic enrichment configuration from the policy.

   Important

   If the policy has only one configuration and that is the dynamic enrichment configuration, add another policy configuration before you delete the dynamic enrichment configuration.

3. Click Save.
4. Select the policy that you updated and click Delete.

Data from PATROL Agents is not ingested in BMC Helix Operations Management

Symptom

The data from PATROL Agents is not ingested in BMC Helix Operations Management.

Scope

This issue occurs when a new secret key is generated for the <tenant>@<ID> access key from BMC Helix Portal. 

Workaround

To avoid this issue, perform the following steps if you need to generate a new secret key for the <tenant>@<ID> access key:

1. In BMC Helix Portal, on the Users and keys page, go to the Access keys tab.
2. Click the Actions menu for the <tenant>@<ID> access key.
3. Click Delete. 
   A new <tenant>@<ID> access key is automatically generated.