Troubleshooting with log files

This section describes methods and log files that system administrators can use to troubleshoot BMC Digital Workplace Catalog issues.

Log files available to BMC Digital Workplace Catalog administrators

If you installed BMC Digital Workplace Catalog into a custom folder, then replace all occurrences of the path name /opt/bmc/digitalworkplace with your installation folder.

To troubleshoot service catalog requests

Service catalog administrators can review the status of service requests in the Service Requests within the application. The Service Requests page shows relevant portions of the stack trace and error messages. However, To trace the cause of an error, an administrator can log into the BMC Digital Workplace Catalog server command line and search for the Request ID in the log file located in the <installLocation>/db/bundle.log.

Reasons for failed requests
To review the bundle.log

Reasons for failed requests

Request is submitted with empty values for required parameters.
Request to another AR System application (such as Remedy Service Request Management or BMC HR Case Management) on-behalf of a user who does not have permissions to access the system.
Server is configured incorrectly.

To review the bundle.log

While logged into the BMC Digital Workplace Catalog server, change to the log files folder.
Example
$ cd /opt/bmc/digitalworkplace/db
Review the bundle log file in a text editor, or display it onto the screen:
Example
$ vi bundle.log
Monitor service request interaction in real time by watching the log file in a terminal window while requesting services from BMC Digital Workplace:
Example
$ tail -f bundle.log

To troubleshoot installation issues

Review the log files /tmp/dwp_install_log.log and /tmp/dwpinstallation_log.log for details captured during the installation.

Example: Messages from the end of a successful installation

...
[ 2017-05-30_10:31:06 ] [ COMMAND ] : cd /opt/install_files
[ 2017-05-30_10:31:06 ] [ COMMAND ] : cd /opt/bmc/digitalworkplace
[ 2017-05-30_10:31:06 ] [ COMMAND ] : cp -f /opt/install_files/uninstall-digitalworkplace.sh /etc/arsystem
[ 2017-05-30_10:31:06 ] [ ASSIGNMENT ] : ar_is_running=7879 7893
[ 2017-05-30_10:31:06 ] [ COMMAND ] : /opt/bmc/digitalworkplace/bin/arsystem stop
[ 2017-05-30_10:31:10 ] [ COMMAND ] : cd /opt/bmc/digitalworkplace
[ 2017-05-30_10:31:10 ] [ COMMAND ] : /opt/bmc/digitalworkplace/arcontroller start -u Demo -p password
[ 2017-05-30_10:31:10 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:20 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:30 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:40 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:31:50 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:00 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:10 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:20 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:31 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:41 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:51 ] [ ASSIGNMENT ] : ARSYSTEM_UP=[Tue May 30 10:32:51.313] RikMain- AR Server 127.0.0.1 is alive
[ 2017-05-30_10:32:51 ] [ INFO ] : ================== INSTALL COMPLETED SUCCESSFULLY ==================

To troubleshoot tenant creation issues

Review the log file /opt/bmc/digitalworkplace/db/post-install.log for details of the authentication and data payloads used when creating the tenant schema or loading the tenant data.

Example: Login commands sent to the platform when creating the tenant

== Info: Trying 127.0.0.1... == Info: connected
== Info: Connected to localhost (127.0.0.1) port 8008 (#0)
=> Send header, 267 bytes (0x10b)
0000: POST /api/myit-sb/users/login HTTP/1.1
0028: User-Agent: curl/7.19.7 (x86_64-redhat-linux-gnu) libcurl/7.19.7
0068: NSS/3.13.6.0 zlib/1.2.3 libidn/1.18 libssh2/1.4.2
009c: Host: localhost:8008
00b2: Accept: */*
00bf: Content-Type: application/json
00df: X-Requested-By: Demo
00f5: Content-Length: 48
0109:
=> Send data, 48 bytes (0x30)
0000: {. "id": "Demo",. "password": "password". }
...

To troubleshoot startup issues

Review the log file /opt/bmc/digitalworkplace/db/sb-start.log for messages that occur during system startup.

Example: Details of the application startup processes

[ 2017-05-30_10:31:10 ] [ COMMAND ] : /opt/bmc/digitalworkplace/bin/arsystem start
[ 2017-05-30_10:31:50 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:00 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:10 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:20 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:30 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:40 ] [ ASSIGNMENT ] : ARSYSTEM_UP=
[ 2017-05-30_10:32:51 ] [ ASSIGNMENT ] : ARSYSTEM_UP=[Tue May 30 10:32:51.213] RikMain- AR Server 127.0.0.1 is alive
[ 2017-05-30_10:32:51 ] [ COMMAND ] : export rx_host=localhost
[ 2017-05-30_10:32:51 ] [ COMMAND ] : export rx_default_bundle_scope=rxn:/myit-sb/
[ 2017-05-30_10:33:17 ] [ SCIRPT ] : /opt/bmc/digitalworkplace/sb/run_migrations.sh
[ 2017-05-30_10:33:18 ] [ TRACE LOG ] : == Info: About to connect() to localhost port 8008 (#0)

To enable or disable the trace log

You can toggle the trace log on or off to record all server communication into the file <installLocation>/sb/rxscripts/trace.log. The setting is retained even after restarting the application or the server.

To enable the trace log
To disable the trace log

To enable the trace log

On the application server, go to /opt/bmc/digitalworkplace/sb.
Execute the post_install.sh command to enable the trace log
Example
# ./post_install.sh enable_trace_logging
Trace logging shall be enabled.
Note
When trace logging is enabled, some user name and password combinations are recorded. This information is helpful during troubleshooting and when requested by BMC Support.

To disable the trace log

On the application server, go to /opt/bmc/digitalworkplace/sb.
Execute the post_install.sh command to enable the trace log
Example
# ./post_install.sh disable_trace_logging
Trace logging shall be disabled.