Troubleshooting Mid Tier reporting issues

Analyze the following:

• Is the problem with the AR System Report Console functionality or with running or exporting a report?
• Determine if AR System Report is having a problem.
• If Web report is causing problem, identify if the report is created by using the AR System Report console.
• Determine if all reports of that type are experiencing the problem or just one specific report.
• If the problem is specific to one report, can a new report be generated against the same form work successfully?
• Determine if only one user experiences the problem.

• Enable detailed Mid Tier logging by using the following log categories:

  • SERVLET
  • PERFORMANCE
    
  • REPORTING

  For more information, see Mid-Tier-logging.
  Detailed Mid Tier logging gives you the perspective of the Mid Tier processing. Mid Tier logs reflect any processing errors.
  Note: Unless you want to access a specific Mid Tier, enable the Mid Tier logging on all user facing Mid Tiers that are behind a load balancer.  

• For AR System reports, enable active link logging.

Use steps described in Enabling-logs-for-Mid-Tier-troubleshooting to disable the logging enabled in the previous step.

Remember to disable the logs from each Mid Tier 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 Mid Tier and tracelogger logs

Create a zip file of the logs in the log location specified on the Log Settings page of Mid Tier Configuration Tool. 
For Microsoft Windows, the default location is: C:\Program files\BMC Software\ARsystem\midtier\logs 

For Linux, the default location is: /opt/bmc/ARsystem/midtier/logs

ReportEngine*.log — This log file is available in the same directory as the Mid Tier logs. Normally, it has no content. However, if an error occurs while creating a Web report this log will have content.

Copy of the report's definition file — This file is attached to the report's record in the Report form.

1. Open the Report form.
2. Search for the specific report.
3. Save the attachment to your desktop.  
   AR System reports have *.arr extension and Web reports have an *.rptdesign extension.

Def file of the associated form — If the report is created for a custom or overlay form, provide a def file of the form,  which is exported from the Developer Studio.  
If the problem is related to data, provide an arx file for the same data.

Webserver logs for webserver supporting the Mid TierApache Tomcat logs are found in the <Tomcat installation>\logs folder.

The Epoch Datestamp text file in the <Mid Tier Installation directory>\WEB-INF\platform\configuration folder.

For example, 1573766599045.txt. 

Collect and send logs with 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:
   • Create a zip file for each Mid Tier log set.
   • Create a zip file for each AR System server log set.
   • Create a zip file for the network capture file. (*.har or *.saz file)

3. Attach the zip files to your case. You can attach files up to 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.