This documentation supports the 20.02 version of BMC Service Level Management. To view an earlier version, select the version from the Product version menu.

Troubleshooting service target build issues

When you try to build a service target, a service target might not be built and you might encounter the following issues.

Issue symptom

  • Service target displays status Could not be built. 
  • Service target does not progress further and displays the status Build In Progress.

Issue scope

In a Server Group environment, this could affect one or more servers.

Resolution

Perform the following steps to troubleshoot the service target build issues:

Step

Task

Description

Reference

1

Check the Service Level Management Business Rule Engine (BRIE) configuration.

Perform the following steps on the primary server:

  1. Open the armonitor configuration file from the following location:
    • (Microsoft Windows) ARSystemServerInstallDir\Conf\armonitor.cfg
    • (Unix) etc/arsystem/serverNae/armonitor.conf
  2. Ensure that the following line is not commented:
    • (Microsoft Windows) ...\BMC Software\BMCServiceLevelManagement\bin\slmbrsvc.exe
    • (Unix) /opt/bmc/BMCServiceLevelManagement/bin/slmbrsvc.sh
  3. Open the ar configuration file from the following location:
    • (Microsoft Windows) ARSystemServerInstallDir\Conf\ar.cfg
    • (Unix) /opt/bmc/ARSystem/conf/ar.conf
  4. In the configuration file, the value of the parameter Business-Rule-Engine-Suspended should be F on the server where admin operations are enabled and T on the servers where the admin operations are disabled.
  5. (Optional) If you change anything in the configuration file, restart the AR Server service.
  6. If the slmbrsvc service is not running, open the command prompt and change the working directory to the following location:
    • (Microsoft Windows) ...BMC Software\BMCServiceLevelManagement\bin
    • (Unix)/opt/bmc/BMCServiceLevelManagement/bin
  7. Type the following command and press Enter.
    • (Microsoft Windows) slmbrsvc.exe
      If you get the following error:
      The program can't start because MSVCR71.dll is missing from your computer. Try reinstalling the program to fix this problem
      Ensure that the msvcr71.dll exists in the location c:\Windows and repeat step 5.
    • (Unix) slmbrsvc.sh
      If you get the following error:
      ./slmbrsvc.sh: error while loading shared libraries: library_name: cannot open shared object file: No such file or directory
      Install the required libraries and repeat steps 6 and 7.
  8. If the slmbrsvc service is running, stop the process. The armonitor service should automatically start the slmbrsvc service. If the slmbrsvc service does not start, repeat steps 6 and 7, to manually start the slmbrsvc service.
  9. If the slmbrsvc service is not running, open the arerror.log, check if you can find the following error message: 
    BRIE : Message not in catalog; Message number = 4583 (ARAPPERR 4583)" and "AR System Application server terminated -- fatal error encountered (ARAPPNOTE 4501) 
    The above error confirms that the process is unable to get a lock on the arapps_brie.lck file and that is preventing the process from starting. Perform the following steps to resolve the problem:
  10. Stop the AR System server. Remove the *.lck files from the following location:
    1. (Microsoft Windows) ...\BMC Software\ARSystem\ARServer\Db
    2. (Linux) opt/bmc/ARSystem/db
  11. Start the AR System server.
    After the AR System server has started, the slmbrsvc.exe should start running.
  12. If slmbrsvc service does not start, enable BRIE logs and contact BMC Support. For more information on BRIE Logs, see BRIE Logs.
  13. Ensure that the arsvcdsp service is running on the server, If the service is not running, open the command prompt and change the working directory to the following location:
    • (Microsoft Windows) ...\Program Files\BMC Software\ARSystem
    • (Linux) /opt/bmc/ARSystem/bin/
  14. Type the following command and press Enter.
    • (Microsoft Windows) arsvcdsp.exe
      If you get the following error:
      The program can't start because MSVCR71.dll is missing from your computer. Try reinstalling the program to fix this problem
      Ensure that the msvcr71.dll exists in the location c:\Windows and repeat steps 13 and 14.
    • (Linux) arsvcdsp.sh
      If you get the following error:
      ./arsvcdsp.sh: error while loading shared libraries: library_name: cannot open shared object file: No such file or directory
      Install the required libraries and repeat steps 13 and 14.
  15. If the arsvcdsp service is running, stop the process. The armonitor service should automatically start the arsvcdsp service. If the arsvcdsp service does not start, repeat steps 13 and 14, to manually start the arsvcdsp service.
  16. If arsvcdsp service does not start, enable the AR System Dispatcher logs and contact BMC Support.
    For more information about enabling AR System Dispatcher logs, see How to enable the AR System Dispatcher log.

2

Check if the Service Level Management Business Rule Engine (BRIE) logs configuration is correct.

Perform the following steps to configure the BRIE logs:

  1. Select Administration Console > Application Administration Console > Custom Configuration > Service Level Management > Configure Application Settings > Preferences.
  2. In the SLM Engine area, specify the Size of Log File field. 
    The default value is 0, which means that the size of the log can be unlimited.
  3. In the SLM Engine area, select Yes.

  4. In the Location and Name of File field, enter the path and the name of the log to be created.

    Example

    ...\BMC Software\ARSystem\Arserver\Db\BRIE.log

  5. Click Save.
  6. Build the required service target.

  7. Check the logs.

    • If you are on AR System server 9.0, 9.0.01, or 9.1, and see the following message in the BRIE logs, contact BMC Support to get the latest SLMBRSVC (BRIE engine).
      Service Targets  - : Data Source rules and SVT are stuck in "Build In Progress".
      Error in BRIE log -: SLM BRIE DataEvent::Process: bad return value (0) or bad number of fields (got 9, expected 8); failing
  8. Before you restart the AR services, perform the following steps to ensure that there are no pending or repeated pending actions for BRIE:
    1. In a browser, enter the following URL to open the Application Pending form:
      http://<midTierServer>/arsys/forms/<ARSystemServer>/<formName>
      For example, http://vw-us-rem-qa:8080/arsys/forms/vw-us-rem-qa/Application Pending.
    2. In the Category box, enter BR-BRIE, and click Search.
    3. Select all the records from the results pane, and click Delete. 
      If the number of records in the Application Pending form are too many, you can get performance issues and can result in the SVT being in queue with Build in progress status.

Important: After the AR Services are restarted, build the service targets that had initially failed.


 

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