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Troubleshooting installation and upgrade issues in BMC Digital Workplace and Smart IT


This topic contains information that can help troubleshoot the issues faced during installation and upgrade of BMC Digital Workplace.

Error reported

Solution

Installation is completed with warnings or installation fails with errors.

Check the installer logs for exceptions.

Log file location:

(Windows) %TEMP%/myit_smartit_install_log.txt

(Linux) \tmp\myit_smartit_install_log.txt

Database exceptions in schema creation and upgrade indicated by the following message:

"Schema creation and population failed" 

For fresh install:

  1. Identify the cause of failure and correct it.
  2. Continue with the installation.
    1. If the BMC Digital Workplace schema was created in the database, delete it.
    2. Uninstall BMC Digital Workplace. See Uninstalling-BMC-Digital-Workplace-and-Smart-IT.

    3. Delete <

      BMC Digital Workplace

       install directory>.

    4. Run the installer.

For upgrade:

  1. Restore the BMC Digital Workplace database that you backed up before starting upgrade.
  2. Correct the cause of failure and run the installer again.

Note:  If you do not have the BMC Digital Workplace and AR System database backup, contact BMC Support.

AR definition (DEF) file import failure.

For fresh install:

  1. Check the RIK log files located at <SmartITInstallDir>/SmartITMyIT/logs/
    See Contents of the logs for more information.
  3. Perform steps to clean up the BMC Digital Workplace database and uninstall BMC Digital Workplace. Refer to the steps listed for Database exception in schema in the previous row.
  4. Log on to AR server form Developer Studio, search and filter all the forms prefixed with MyIT, and delete them.
  5. Ensure that the cause of previous failed installation is corrected.
  6. Run the installer.

For upgrade:

  1. Perform step 1 and 2. 
  2. Restore the BMC Digital Workplace database you backed up before starting upgrade.
  3. Ensure that the cause of upgrade failure is corrected.
  4. Run the installer. 

Note: If you do not have the BMC Digital Workplace database and AR System database backup, contact BMC Support.

AR System data import (ARX) failure or warnings

Check the install and RIK log files located at located at <SmartITInstallDir>/SmartITMyIT/logs/ for debugging the cause of failure. See Contents of the logs for more information.

Note: You can run Data import command line after installation to fix data import warnings. See Data Import command-line utility options For previous versions of AR System, look for the corresponding topic in version 9.0 and 8.1.

Apache Tomcat startup warnings and the BMC Digital Workplace applications not getting loaded

After the installation is complete, stop and restart Apache Tomcat.

BMC Digital Workplace database and AR System errors during upgrade

If you do not have the BMC Digital Workplace and AR System database backup, contact BMC Support.

Installation of the User Experience (UX) patch, as a non-root user on a Linux computer, fails if Security-Enhanced Linux (SELinux) is enabled.

By default, if SELinux enabled, you cannot run any binary from /tmp directory. So, when SELinux is enabled, the installer cannot run the /tmp/Utilities/Rik/driver.exe file, and you get a permission denied error.

Before you install the UX patch, use one of the following workarounds:

  • Disable SELinux.
  • If you want to keep SELinux enabled, point the IATEMPDIR variable to a directory other than /tmp directory.

For more information, see KA 000120721   from the BMC Knowledge Base.

Upgrade from version 3.3.02 to 3.5 fails with the below error in the logs.

java.io.FileNotFoundException: /opt/remedy/Smart_IT_MyIT/Smart_IT_MyIT/node-linux/bin/noded (No such file or directory)

When the upgrade fails, you should analyze the contents of the logs to check which components failed, and take corrective steps for the identified component.

Use one of the following workarounds, and rerun the upgrade:

  • Manually copy the missing files from installer or working environment to non working environment
    S    tart Tomcat and node
  • Revert the environment to the pre-upgrade version
    Review MyITinstalledConfiguration.xml file and add an entry for node-linux
    <property>
     <name>BMC_MYIT_NODE_FOLDER</name>
     <value>node</value>
    </property> 

For more information, see DOC-108438 on BMC Communities.

Related topic

Contents-of-the-logs

 

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