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Troubleshooting upgrade issues

In addition to the log files created during an initial installation, an upgrade installation creates additional log files. They are in the BMC IT Business Management installation directory in the Logs directory. The additional log files are: ITBMUpgradeRCF.log*, ITBMUpgradeRCF.html*, ITBMUpgradeRCF_error.log*, ITBMUpgradeRAF.log*, ITBMUpgradeRAF.html*, and ITBMUpgradeRAF_error.log*.

These additional log files indicate the version being upgraded and the version to which the upgrade is being performed. Log files with names containing RCF and RAF contain information that is specific to the foundation application.

The Log Zipper creates an BMCITBusinessManagementLogs.zip output file in your temp directory. Send this file to BMC Customer Support if they request it, because you had problems during an upgrade. See Preparing-log-files-for-BMC-Customer-Support for information about doing this.

To troubleshoot upgrade issues

  1. Verify the upgrade. See Verifying the Upgrade.
  2. Carry out the procedures in Installation problems.
  3. Carry out the procedures in Troubleshoot installation issues.

  4. Check the memory usage of your server during the upgrade.
    If you see a malloc failed error, increase the virtual memory on your server. 

    Success

    Tip

    To check memory usage, use the Task Manager on Windows or the Top command on UNIX.

 

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BMC IT Business Management Suite 8.0