Troubleshooting Smart Reporting configuration issues in Mid Tier

This topic explains the troubleshooting information for issues that can occur while configuring  in .

Cannot connect to  while configuring the  URL in 

Issue symptoms

While configuring   in , you get the following error message on the  Configuration page when SSL is enabled on both,  and  Tomcat:

Issue workaround

Deploy the  SSL certificate on the  Java Trust Store. This allows the SSL enabled  Configuration with . 

ARERR 9430 error message is displayed while accessing  from the  Home page

Issue symptoms

While accessing  from the   Home page, ARERR 9430 error is displayed.

Issue workaround

Ensure that the following conditions are met:

• The logged in user has a fixed or floating license to access the Smart Reporting Console from . 
• The user who is logged in to the  or IT Service Management company is not onboarded in .
  To verify this, log in to  as a super admin (siadmin) and navigate to the Client Organization and check whether the onboarding is complete.
•  configuration is missing or invalid. Check the Report settings on the  Configuration page and save the settings.
• When a user is created in , the user ID is assigned to the Client Org. The user ID is created as UserID@Clientorg. If ‘@Clientorg' is removed from the user ID, then login fails for that user.  For example, if the user ID in IT Service Management is appadmin, the same user ID is created as appadmin@xyz in . Ensure that you use the userid@clientorg format to authenticate the user in ; otherwise, the  does not authenticate the user.
• If the logged in user is a new user created in the , wait for the user sync job to run (default is 12 hours),  which creates the user in  and user is able to login. The name of the escalation which runs every 12 hours is RSR:UserSync.
•  service may not be running. Log in to the  server and verify whether the service is up and running.

• The log in fails and the  logs displays the following errors:
  DEBUG (AdministrationService:remoteAdministrationCall) - Successfully authenticated user: siadmin

  DEBUG (AdministrationService:remoteAdministrationCall) - Creating Session

  DEBUG (WebServicesSessionManager:newSession) - Session 8983c10e0a60cd4c503d2ec7347d17a3 has been created...

  DEBUG (AdministrationService:remoteAdministrationCall) - Processing function: LOGINUSERNOPASSWORD

  WARN (AdministrationService:remoteAdministrationCall) - SIMPLE_AUTHENTICATION not enabled for Unauthenticated Login...

  INFO (AdministrationService:remoteAdministrationCall) - WebserviceException caught: 26(UNSECURE_LOGON_NOT_ENABLED)
• If the user authentication web service call fails, perform the following steps on the  application database:

1. 
   
   1. Stop the  service.

   2. Log in to  database from the database client and run the following SQL query:

      INSERT INTO Configuration values (1, 'SYSTEM', 'SIMPLE_AUTHENTICATION', 'TRUE')
   3. Start the  service.

Cross launching from IT Service Management to  fails

Issue symptoms

When the cross launching from IT Service Management Home page to  fails, the  log files display the following error message:

9217. Servlet and Server mapping definitions for the Smart Reporting are  missing from the Mid-Tier web.xml.

Issue workaround

Add the following servlet and its mapping entries in the web.xml file of the  server located at /opt/bmc/midtier/webapps/arsys/WEB-INF and then restart the Tomcat service: