Troubleshooting Mid Tier cache issues

• If you turn on the ActiveLink logging, the  presents a new cached object for the form.
• There might be an issue in the  cache if the issue is resolved after enabling the ActiveLink logging, but reoccurs after you disable the ActiveLink logging. In this case, the issue is resolved if you clear the form from cache.
• If the issue persists even after enabling ActiveLink logging, then the issue can be at the AR Server level. The issue can be in the object definition or in the AR Server Cache. You can take the following actions:
  • Export the form to a def file and share it with BMC Support.
  • Restart  and check whether the issue is cleared from  cache.

Refresh the  cache

Perform the following steps to refresh the  cache:

• For an individual form:  
  Use the config_cache_cleanup.jsp utility. For more information see the knowledge article on BMC Communities How to sync cache on a single form against a single AR server.

• To clear the entire cache: 
  Use the Flush Cache button on the Cache Settings panel of  Configuration Tool.

• To refresh cache and view statistics:
  Use the Hard Cache Flush procedure. For more information, see the knowledge article on BMC Communities How to flush the Mid-Tier cache.

Important: After each procedure, you must clear the browser cache before testing.

To understand the form HTML, form.js, and udd.js, related to a form, perform network capture when the form loads.

1. Capture Fiddler or Network by using the native browser functionality. For more information, see Creating-a-re-playable-Fiddler-capture-for-Mid-Tier or Capturing-network-details-by-using-the-browser-functionality.
   The capture provides detailed information about the form definition. It also includes field layout and active links aligned to the form. The capture gives a perspective from the browser to the .
2. Enable detailed  logs by using CACHE and PERFORMANCE log categories. For more information, see Enabling-logs-for-Mid-Tier-troubleshooting.
   Detailed  logging provides the perspective of  processing.  logs reflect any error in the  caching process.

Perform tracelogging of the cached objects. For more information, see the following videos on YouTube.

Note: Unless you can access a specific  and a specific , you need to enable the  logging on all user facing s and s that are behind a load balancer.

To disable the logging, use steps described in Enabling-logs-for-Mid-Tier-troubleshooting.

Remember to disable the logs from each  and , on which logging was enabled.

Copy the logs to another location where you can review them so that they do not get overwritten.

The logs may be large depending on volume of activity during the logging period.

Collecting  and tracelogger logs

Zip up all logs to the log location specified on the Log Settings page of  Configuration Tool. 
For Microsoft Windows, the default location is as follows:

C:\Program files\BMC Software\ARsystem\midtier\logs f

For Linux, the default location is as follows:

/opt/bmc/ARsystem/midtier/logs

Collect and send logs and detailed information when creating a case with BMC Support:

1. Provide the following information as part of your case:
   • Name of the user who performed the search
   • The search criteria used
   • Time when the problem occurred
   • Any error messages received
2. Collect the logs.
   • Zip each  log set.
   • Zip each  log set.
   • Zip the network capture file. (*.har or *.saz file)

3. Attach the zip file to your case. You can attach zip files upto 2 GB. You can also upload the files on FTP.
   For more information, see Steps to send logs, files, screenshots, etc to BMC Support for a Remedy Product related case

ARERR 9215: Error generating page content when displaying a form in the .

 version 8.x or higher

Knowledge Article: Error generating page content when displaying a form in the mid-tier

 version 9.1.02 and 9.1.03

Apply hotfix, MT_9103P1_2017OCT05_CU_ALL.zip, to Midtier 9.1.03 patch 001.

Workaround: Enable preload.

Knowledge Article: Missing Objects buttons/Tabs when object is cached per the viewstats file

ARERR 9215 occurs on  when accessing forms with AP prefix.

The problem in the legacy field, 1020, exists on the following forms with AP prefix.

Perform the following steps to resolve the problem:

• Delete the field with Field ID 1020 on these forms.
• Clear the  cache after saving changes.
• Clear the browser cache.

Knowledge Article: ERROR 9215 happens on MidTier when accessing forms with AP prefix

 9.1.02

Upgrade to  version 9.1.03.

Knowledge Article: With Midtier 9.1.02, the Sync Cache feature may cause server lockup or performance problems