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Installation and uninstallation issues

This section provides details about issues that you encounter during installation. Installation can fail because of these issues. Some of these issues might occur after installation, due to errors that occur during installation.

Email alerts are not working

You are not receiving email alerts. 

The email settings on your computer are not configured to receive alerts from . 

Review the email settings and configure your computer to receive email messages from . For more information, see Preinstallation-tasks.

Issues occur after installation on Solaris 10

After installing BMC TrueSight Infrastructure Management Server on Solaris 10, attempts to log on into the Solaris server fail because the required permissions are missing.

Provide the required permissions

The directory where the Infrastructure Management Solaris server is installed (and all of its parent directories) must have 755 permissions and must be owned by the root user and other group. Without these permissions and ownership, you cannot login to the Infrastructure Management Solaris server. These permissions and ownership must exist before you begin the installation.

No port specified for the agent

The Java virtual machine (JVM) cannot find the port number for the agent. 

The JVM cannot find the port number for Infrastructure Management in the configuration file.(The default port number is 12124.) 

Verify the following settings: 

  • Verify the setting for the port in the proactivenet_agent_install.log file, which is located in the following directory:
    installationDirectory/pw/pronto/bin 
  • Verify whether the port is correctly defined in the main configuration file, which is located in the following directory:
    installationDirectory/pw/pronto/conf/pronet.conf 
  • Verify whether the pronet.apps.agent.port property is correctly defined. The pronet.apps.agent.port property is in the custom configuration file, which is located in the following directory:
    installationDirectory/pw/custom/conf/pronet.conf 

  • If the port is not defined correctly in the pronet.apps.agent.port property, perform the following steps to define the port in the configuration file:

    Note

    Properties defined in the custom configuration file override the value in the main configuration file. The default port for is 12124. Do not change the default port without reason.

    1. For Microsoft Windows, replace installationDirectory with installationDirectory/agent. 
    2. In the agentInstall/pronto/conf/pronet.conf file, modify the pronet.apps.agent.port property by adding the following port specification: 
      pronet.apps.agent.port=specifyPort 
    3. Stop and restart .

Required libraries for msend are missing for the Integration Service on Linux systems

The libraries required for msend are missing. 

This error occurs when required libraries for msend are missing (for example, libstdc++.so.6 and libgcc_s.so.1). 
To correct this issue, perform the following actions: 

  1. Set LD_LIBRARY_PATH to point to installationDirectory/pw/server/bin. 
  2. To use LD_LIBRARY_PATH, set it as an environment variable. 

    In bash: 
    $ export LD_LIBRARY_PATH=/usr/local/lib:$LD_LIBRARY_PATH 

    In csh: 
    > setenv LD_LIBRARY_PATH /usr/local/lib:$LD_LIBRARY_PATH

When choosing the installation directory, the Choose Folder window loses focus

The Choose Folder window loses focus. 

Use the default path, C:\Program Files.

Redirection error message displayed in Mozilla Firefox

A redirection error message is displayed in Mozilla Firefox when you try to log on to the Infrastructure Management operator console.

While installing BMC Atrium SSO, ensure that the domain value of the cookie is the network domain of BMC Atrium SSO or one of its parent domains. For more information, see the BMC Atrium Single Sign-On online technical documentation. 

In the Infrastructure Management operator console, Infrastructure Management Integrations dialog box, BMC TrueSight Infrastructure Management Server Hostname.Domain field, ensure that you enter the FQDN name of the server. For more information, see Configuring-Infrastructure-Management-Integrations-using-the-operator-console.

Installation on an Oracle database fails

If the installation of the BMC TrueSight Infrastructure Management Server on an Oracle database fails, see the oracleDBAIface.log file for potential causes of the failure. The oracleDBAIface.log file is located in the temporaryDirectory/pw/pronto directory.

Downloading an installation package fails on Google Chrome

To resolve the issue, update Google Chrome to the latest version.

Cleaning up the operating system when the installation fails

If the installation fails, perform the following steps for cleaning up the operating system:

  1. Back up the ProductRegistry.xml file. 
    The file is located in the following directory, depending on your operating system:
    • (Microsoft Windows) C:\Windows\
    • (UNIX) /etc/
  2. Run the uninstaller to uninstall the Infrastructure Management Server server. If the uninstaller was not created due to failed install, perform the steps provided in Uninstaller not created.
  3. Remove the Infrastructure Management folder from the computer.

Uninstaller not created

If the uninstaller was not created due to failed install, perform the following steps depending on your operating system:

  1. (Microsoft Windows and UNIX) Remove the entire directory where the Infrastructure Management Server server is installed. 
  2. (Microsoft Windows) Remove the services that were deployed on the server.
    • BMC TrueSight Infrastructure Management Server
    • Publishing Server
    • Integration Service
    • Infrastructure Management Administration Manager
    • Infrastructure Management Impact Manager
    • BMC Event Adapters 
  3. (Microsoft Windows) Remove the registry values using regedit. 
    1. Search for registry entries created for bppm and remove them.
    2. Search for registry entries created for Infrastructure Management and remove them.
    3. Search for registry entries created for IntegrationService and remove them.
    4. Search for registry entries created for centraladmin and remove them.
    5. Search for registry entries created for pns and remove them.
  4. (Microsoft Windows and UNIX) Remove the following environment variables:
    • BMC_PROACTIVENET_HOME
    • BPPM_SERVER_HOME
    • CATALINA_HOME
    • IBRSD_HOME
    • JAVA_HOME
    • MCELL_HOME
    • PnAdminPath
    • PnServerPath
    • ProActiveServerPath

Uninstallation of the Central Server that was upgraded from Infrastructure Management version 9.0.22 fails

Sometimes, an error occurs when you uninstall the Central Server that was upgraded from Infrastructure Management version 9.0.22.

Workaround

To prevent this error from taking place, perform the following steps before uninstalling the Central Server:

  1. Move the jre directory from /opt/bmc/ProactiveNet/jre into /opt.
  2. Navigate to the /opt/bmc/ProactiveNet/UninstallBPPMServer directory.
  3. Run the ./uninstall LAX_VM=/opt/jre/bin/java command.

Apache service is not installed automatically in high availability (HA) mode

On a Windows Server 2012 computer, after a successful installation of BMC TrueSight Infrastructure Management Server in high availability mode, the Apache service is not installed automatically.

Workaround:

  1. On the primary server, open a command prompt.
  2. Go to the <installation directory>\pw\apache\bin\ directory and run the following command:

    httpd.exe -k install -n "ProactiveNetApache"

    The Apache service is created.
  3. Restart the BMC TrueSight Infrastructure Management Server.

Crontab entries are missing

On a SUSE Linux computer, installing or upgrading to Infrastructure Management Server displays the following warning message:

WARNING: The following crontab entry/entries is/are missing:
/usr/pw/pronto/bin/hourlyjobs
/usr/pw/pronto/bin/dailyjobs
/usr/pw/pronto/bin/weeklyjobs
/usr/pw/pronto/bin/pw database archive
/usr/pw/pronto/bin/check_pronetprocs

Workaround:

To resolve the issue, perform the following:

  1. Identify the Infrastructure Management Server crontab entries by using the crontab -l command and check for all entries between the lines # begin_pronto and # end_pronto. 
  2. Open the command prompt.
  3. Access the <installDirectory>\pw\scripts folder and run the following command:

CreateCrontabEntries.sh <OS> <Database>

where <OS> can be linux or solaris and <Database> can be Oracle or Sybase 

For example, CreateCrontabEntries.sh linux Oracle

This script creates required crontab entries automatically.

Host <hostname> is not an active hostname

If port 7 is blocked by firewall on the remote host, where the communicating component (Oracle, CMDB host, Presentation Server, etc) is installed, the TrueSight Infrastructure Management installer displays the error as Host <hostname> is not an active hostname. 

For example: CMDB Host <hostname> is not an active hostname

To resolve this issue, perform any of the following: 

  • Open port 7 on the remote host
  • If you cannot open port 7 due to security constraints, run the TrueSight Infrastructure Management installer with the following command line option:

Install.cmd -J SKIP_PING_VALIDATION_ERROR=true

 

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