Troubleshooting issues when the AR System server does not start

Collect  logs

Collect logs from the following files:

• arerror.log
• armonitor.log
• ardebug.log
• ccsd_config.log
• ccs_server.log
• arstartup_trace.log

For information about collecting these logs, see the knowledge article on the BMC community page How to Use the AR System Management Console to View Log Files in a Server Group.

In the armonitor.log file, check the following tags:

• Processes Started
• Processes failed to Start

In a functional environment, the Processes Started tag contains the names of all processes as shown in the example below:

A process that fails is not included in the Processes Started tag. The failed process is included in the Processes failed to Start list.

In a functional environment, when there are no processes that failed, the Processes failed to Start list is empty, as shown in the example below:

When a process fails to start, review the list and identify the failed process that is related to ARSERVER.

In some cases, the  might take more time to start. 

When the  does not start, review the following lines:

Also, review some of the following useful keywords:

• ERROR (552):
  The SQL database operation failed.
• IO Error:
  The Network Adapter could not establish the connection
• org.eclipse.persistence.exceptions.DatabaseException

Use the table to analyze the specific errors. If there are no specific errors, continue to perform the next steps.

Review the arerror.log file, located in the ARSystemInstallDir\Arserver\Db\ folder and analyze the approximate time of the last restart of the .

Identify the error messages that explain why the  did not start.

Use the table to analyze the specific errors.

In the ardebug.log file, located in the ARSystemInstallDir\Arserver\Db\ folder, search for any error message that explain why the  did not start.

Use the table to analyze the specific errors.

The Centralized Configuration logs capture the activity of connecting the  and loading the Centralized Configuration data.

These logs mainly include SQL statements. This also helps in resolving the database issues. The following example shows the CCS_Config.log file:

The following example shows the CCS_Server.log file:

Review the error messages, especially related to the database and loading configurations.

In the arstartup_trace-<date/time>.log file, locate the log that matches the time when the did not start.

This log file shows the successful deployment.

When an error occurs, you might not see the error message. However, you will also not see the next stage complete.

In the following example, the  tries connecting to the database but the attempt is not successful:

The following example shows a successful  startup:

Analyze the logs and identify errors when the  does not start successfully.

Enable the API and SQL logs and restart the .

• Review API logs
  API logs capture the activity when the  starts and accepts connections. This log helps determine if the  has started or not.
• Review SQL logs
  SQL logs show all the SQLs that were used to load the required data dictionary definitions. Analyze and review the errors to identify the issue. 
  
  

• Use the table to analyze the specific errors and troubleshoot the issues.

• If you cannot identify the cause, collect the logs and raise a case with BMC Support. 

Rename the zipped file to include the server name.

Collect and send the following information when you create a case with BMC Support:

• User(s) that experienced the problem (if not all users)
• Approximate timestamp when the problem was observed
• What happened prior to the startup issue? 
• Reason for the server restart.
• Any recent changes to the application, database, or other components of your environment.

For more information, see the knowledge article on BMC communities SFT - Steps to send logs, files, screenshots, etc to BMC Support for a Product related case.

AR-System server does not start up