Troubleshooting CMDB utilities issues

While using some BMC Helix CMDB Utilities, use the information in this topic to troubleshoot any issues that might occur.

Issue Symptom

Issue scope

Resolution

Dashboard utility does not run the scheduled jobs at the specified time.

In Configurations > Schedule, you schedule a Dashboard or the Datasources utility job according to the server's time. 

  1. Log in to Mid Tier.
  2. Open the AR System Configuration Component Setting form.
    Use the URL format https://<MidTierServer>/arsys/forms/<arserver>/AR System Configuration Component Setting.
  3. In the Setting Name, search for the Run-Process-Command-WhiteList parameter. 
  4. In the Setting Value field, add the value within double quotes "<parameter value>". For example, “/opt/bmc/AtriumCore/cmdb/utils/DashboardDataGenerator/rundashboardutil.cmd”|” /opt/bmc/AtriumCore/cmdb/utils/DashboardDataGenerator/rundashboardutil.sh”
  5. In the CMDB Portal, schedule the Dashboard utility to run at a specified time.

For more information, see the Knowledge Article number 000351065.

The following error is displayed if the Disallow non-unicode clients option is selected in AR System server:

ERROR : Server allows only Unicode clients (except Administrator and Alert tools).

This error might occur when you are trying to use the following BMC Helix CMDB utilities:

  • cmdbdriver
  • cmdbdiag
  • cdmchecker

Clear the Disallow non-unicode clients option and use BMC Helix CMDB utilities. Perform the following actions to clear the option:

  1. Log in to Remedy Mid Tier > AR system administration > AR System Administration Console > System > General > Server Information
  2. Select the Configuration tab. 
  3. Clear the check box for Disallow non-unicode clients.
    Disallow Non unicode.jpg

The 

CMDB

Dashboard utility is not triggered according to the configured schedule. 


Sometimes the CMDB:SHM:Schedule_RunSchedule escalation does not run based on the scheduled interval of one minute.

  1. Connect to the primary AR System server by Developer Studio.
  2. Open the escalation: 
    CMDB:SHM:Schedule_RunSchedule.
  3. Obtain the pool number by performing the following steps:
    1. Run the following query on ARSystem db:select name,
      objProp
      from the 
      escalation where objProp
      like '%60024%'
    2. From the value that is returned by this query, check the last digit of objProp.
  4. Enter a value for Pool Number, which is not already present in the last digit of objProp.
    For example, if objProp contains values 1, 2, and 5, enter the value of Pool Number as any number other than these values, such as 3 or 6.

 

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