Troubleshooting

This topic describes how to troubleshoot issues for PATROL for Remedy AR Server.

Setting the debug flag

Debug saves all messages from the PATROL KM and the external processes that connect to Remedy AR Server System. This information can be useful for troubleshooting your installation or configuration.

You can set debug either as a global configuration for all environments running on the specified PATROL Agent or only for those instances you want to get the debug information.

The PSL log files are located at \Patrol3\log\AR-KM-*-PATROL Agent Host-PATROL Agent Port.kmlog.

The Java log files are located at \Patrol3\arskm\logs\java\ArsKM_environment Name.log.

To enable debugging at a global level

1. Start the PATROL Console.
2. Right-click the Remedy AR Systems.
3. Select KM Commands > KM Administration > Set Debug.
   
   You will have the following option:

• 
  
  • On: Enables debugging
  • Off: Disables debugging

To enable logging at an instance level

1. Start the PATROL Console.
2. Right-click the instance (ARS_GROUP) for which you want to configure the debug.
3. Select KM Commands >Debug.
   
   You will have the following option:
   • On: Enables debugging
   • Off: Disables debugging

Setting the JAVA_HOME

The JAVA_HOME variable must be configured either in the system-wide environment or in the PATROL configuration.

The JAVA_HOME variable must be set in at least one of the following locations:

• In BMC AR Remedy Systems connection details with the purpose of running a configuration with a specific JRE version.
• As a global configuration for all environments running on the specified PATROL Agent.
• At the operating system level as an environment variable for the user who runs the PATROL Agent service.

To set the Java Home

1. From the PATROL Console work area, right-click Remedy AR Systems.
2. Select KM Commands > KM Administration > Set Java Home.
   The Set Java Home dialog box is displayed.
   
   
3. Enter the path to the correct version of the Java home.

4. Click Ok.

   Note

   If you have specified a different path in this field, restart the BMC PATROL Agent to apply the changes.