This documentation supports the 23.3 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.To view an earlier version, select the version from the Product version menu.

Troubleshooting installation and upgrade issues in BMC Helix Digital Workplace

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

Related topic

Contents-of-the-logs


Error reported

Solution

The installation or upgrade failed.

Check the installer logs for exceptions. Search the log entries for SEVERE level entries.

The log file is located at:

  • (Windows) C:\Users\Administrator\AppData\Local\Temp\digital_workplace_install_log.txt
  • (Linux) \tmp\digital_workplace_install_log.txt

The installation completed with warnings.

Check the installer logs for exceptions. Search the log entries for non-SEVERE level entries.

The log file is located at:

  • (Windows) C:\Users\Administrator\AppData\Local\Temp\digital_workplace_install_log.txt
  • (Linux) \tmp\digital_workplace_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 Helix Digital Workplace schema was created in the database, delete it.
    2. Uninstall BMC Helix Digital Workplace. 
    3. Delete BMC Helix Digital Workplace InstallDirectory.
    4. Run the installer.

For upgrade:

  1. Restore the BMC Helix 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 Helix Digital Workplace and Action Request System (AR System) database backup, contact BMC Support.

AR definition (DEF) file import failure.

For fresh install:

  1. Check the RIK log files located at SmartITInstallDirectory/SmartITMyIT/logs/
  2. Debug the failure.
  3. Perform steps to clean up the BMC Helix Digital Workplace database, and uninstall BMC Helix Digital Workplace. Refer to the steps listed for Database exception in schema in the previous row.
  4. Log in to AR System server from Developer Studio, search and filter all the forms prefixed with MyIT, and delete them.
  5. Ensure that the cause of the previous failed installation is corrected.
  6. Run the installer.

For upgrade:

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

Note: If you do not have the BMC Helix 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 installDirectory/logs/ for debugging the cause of the failure. 

Note: You can run the 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 version in that topic.

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

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

BMC Helix Digital Workplace database and AR System errors occurred during upgrade.

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

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

By default, if SELinux is 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.

 

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