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Troubleshooting connection errors

Use the following steps to troubleshoot why the BMC Remedy ITSM - Mobility server is not connecting to the BMC Remedy Action Request System (BMC Remedy AR System) server:

  1. Verify that the mobile device is connected to the network.
  2. Verify that the BMC Remedy ITSM - Mobility server is running.
  3. Verify that the BMC Remedy AR System server is running.
  4. Verify that the BMC Remedy Mobility Admin server is running.

  5. Verify that the BMC Remedy Mobility admin server and port settings are correct in the connect.properties file in the <MobilityServerDir>\MobilityServer\WEB-INF\classes directory. For example:


    #-------------------------------------------------------------------------------

    # Mobility Admin Server Connection Settings

    #-------------------------------------------------------------------------------

    connect.arsystem.hostName=<admin_server_host_name>

    connect.arsystem.port=<admin_server_port>

    connect.arsystem.password=<remedy_application_service_password>
  6. Verify that the BMC Remedy AR System server and port settings are correct in the BMC Remedy Mobility Admin server data store configuration page.

 

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BMC Remedy ITSM - Mobility: Service Desk 7.6.06