This version of the software is currently available only to customers in the Controlled Availability (CA) program.

Troubleshooting connection issues

This topic lists the issues that you might encounter while connecting to BMC Helix Data Manager. See the guidelines in this topic to obtain the appropriate logging and troubleshooting steps.

Related topics

Release notes and notices
Known and corrected issues
21.3 enhancements and patches


Issue symptoms

You might encounter the following errors or failures while connecting to BMC Helix Data Manager:

  • The system connectivity test fails either due to login issues or due to the non-availability of default scripts required to connect.
  • You encounter a database connection error.
  • You are unable to establish a connection.
  • BMC Helix Data Manager schema does not exist.
  • BMC Helix Data Manager operations fail due to insufficient quota allocation to new users.
  • Smart IT Relational database is empty.
  • BMC Helix Data Manager  repository fails.
  • You are unable to discover the Data Dictionary.


Issue scope

The connection issues might occur for the following use cases:

  • On-premises to on-premises data migration.
  • On-premises to SaaS data migration.


Resolution

Verify the configuration checks and troubleshoot the issue that you have faced.

Important

You must follow the steps described in the table in the specified order.  

Review the tasks in the table before looking for additional details under the Common cause and possible solution section.

Step

Task

Description

1

Review the source and target system configurations.

  1. Review the source and target system configurations by performing the following tasks:
    1. Log in to BMC Helix Data Manager.
    2. On the System Configuration page, select  Source or Target System Configuration.
    3. Under  Action, select  Test System Connectivity.

      connectivity.PNG

          For more information, see Registering-source-and-target-systems . 

2. Review the defined file system connections by performing the following tasks:


    1. Confirm that the default connection path  is correct
      1. Log in to BMC Helix Data Manager.
      2. Select  Configuration > Configure File System connections.
        Then, select Defined File Systems > Review Path.
    2. Confirm whether the Test Write Data and the Test Read Data & Files are successful.
      1. Under  Configure, select the correct Source and Target Systems > Configure Connections.


      1. Validate Test Write Data and Test Read Data & Files.
        image-2024-5-3_20-57-20.png

        Test Export.png

        image-2024-5-3_20-53-26.png

        Test Import.png

For more information, see validating file system configuration.

3. Review the discovered Data Dictionary from the source and target system, and make sure that the  Forms & Fields  tab shows a valid list of forms (Base, Custom, Overlay).


    1. Log in to BMC Helix Data Manager.
    2. From Discovery & Analysis, select Discovered Dictionary.
      Discovered DD.PNG
    3.  Under Forms & Fields, select the correctly labeled and dated Data Dictionary and review the Custom, Base, and Overlay forms list.         

             DD.pngFor more information see, Discovering-data-dictionaries 

2

Enable and collect the logs.

BMC Helix Data Manager logs are enabled under the BMC Helix Data Manager directory on both source and target systems.
Find the logs in the following path:  
\BMC Software Install Directory\Helix Data Manager\Engine\log\hdm.log .

hdm log.png

Check the  hdm.log  to verify whether the  Date  and  Time  details of when the activity was carried out are recorded.    

3

Create a BMC support case.

Make sure you capture detailed information by using the following list while creating a case with BMC Support:

  • What is the  version  and  name  of the Migration Pack?
    For example, 20.02 to 21.3, ITSM or Smart IT application.
  • What is the  version  and  type  of source and target database server?
  • What is the  hotfix version  of BMC Helix Data Manager tool on the source and target system?
  • What are the steps to reproduce the issue or error?
  • Is the migration activity performed on the source or target system?
  • Is the migration taking place from an on-premises to an on-premises system or from an on-premises to BMC Helix system?
  • Is the  hdm.log  captured as explained in step 2?
  • Are there any screenshots of errors that were encountered?


 

After you determine a specific symptom or error message, use the following table to identify the cause and possible solution:

Symptom

Cause

Action

Reference

System connectivity test fails due to the non-availability of default scripts

Detail:  

System connectivity test failure occurs under the following conditions:

  • When you are registering the source and target system.
  • When a system that you have registered in the past does not pass the test connectivity when you try to log in again.


Error : System Connectivity Test Failed: Default scripts are not available

scripts unavailable (1).png 

The system connectivity test fails due to the following reasons:

  • The BMC Helix Data Manager database users do not have the required access at the schema level.
  • The BMC Helix Data Manager database user got disconnected, or the database was restored.

Use the BMC Helix Data Manager client to run the Database Integration.
Database Integration.PNG

db integration.PNG

or
Work with a database administrator to run manual integration scripts found at this location.

scripts to recreate hdm user.png

Knowledge article:  000422374

System connectivity test fails due to user log in issue

Detail:
A Login or authentication failure occurs for the BMC Helix Data Manager client user or the BMC Helix Data Manager database user.


Error: System Connectivity Test Failed: Login failed for user

db test connectivity failed (1).png



The system connectivity test fails because the BMC HDM Repository services are not running in the service console.


Repository Service.png

Close and restart the services that are running or in nonresponsive status.

Important: Starting the engine services only after starting the repository services is recommended. 

Knowledge article:  000422375

System connectivity test fails due to a password validation error


Detail:
 When running the database integration, it fails with a Password validation failed error.


Error:  Database Integration fails: MAJOR - Error while executing SQL

com.microsoft.sqlserver.jdbc.SQLServerException: Password validation failed


db password policy (1).PNG



This error occurs when the BMC Helix Data Manager database user password violates the database password policy requirement.

Update the password according to the policy.

Knowledge article:  000389262

BMC Helix Data Manager operations fail due to insufficient allocation of quota to new users


Error:   Quota limits


The initial quotas provided to a newly registered user are not adequate to fulfill the requirements of the BMC Helix Data Manager users.


Increase the user quota limits by performing the following tasks:

Connect to the source or target system database where the issue is occurring and run the following command:

ALTER USER <username> QUOTA 100M ON <tablespace name>

GRANT UNLIMITED TABLESPACE TO <username>

<username> Database user name.
<tablespace name> Name of the tablespace in the database.


The system connectivity test fails due to the absence of the user

Relational database discovery is empty for Smart IT System


Symptom 1

Detail:  While registering on BMC Helix ITSM: Smart IT or BMC Helix Digital Workplace, the user is found to not exist on the source system. 

This error occurs when you test system connectivity on the Oracle database. The SQL Developer client allows you to log in successfully. However, the BMC Helix Data Manager database tool generates an error.

Error: Connection Failure - MAJOR - System Connectivity Test Failed: ORA-01435: user does not exist

user does not exists (1).jpg


Symptom 2
Detail: The relational database discovery is empty for BMC Helix ITSM: Smart IT system.

DD forms are empty.png

These errors occur because an incorrect Logical name is assigned for the BMC Helix Data Manager database business schema.

To correct the schema name, perform the following steps:

  1. Update the Logical Name against the correct Schema Name.
    For example, observe that under the Schema section,  BMC Helix ITSM: Smart IT System Configuration has a designated Schema Name corresponding to the described Logical Name.
  2. Confirm that the exact schema_name from your on-premises BMC Helix ITSM: Smart IT database table. 

    Smart IT Business.jpg

Knowledge article: 000418335


Database table retrieval fails due to Data Dictionary read error

Detail: When you run the Data Discovery from the source or target system, it fails with an error.

Check the Errors tab to get more information about the error and to get a confirmation that a connection failure due to BMC Helix Data Manager user login failure has occurred.

Error: Failed to read from Data Dictionary : unable to fetch all tables

DD error Smart IT failed to read (1).png


  • Your system is not successfully connected.
  • BMC Helix Data Manager database user cannot be authenticated successfully.
  • The database was restored, or the BMC Helix Data Manager database user was removed and re-created without schema permissions.


Make sure that the BMC Helix Data Manager database user has authentication to update the password and perform test connectivity.

hdm db password update.png

Knowledge article:  000422376

Forms and related field information are not available after successful Data Discovery job completion

Detail:

The Data Discovery job is completed successfully. However, the Forms & Fields and related information are empty.

DD forms are empty (1).png



  • Your system is not successfully connected.
  • BMC Helix Data Manager database user cannot be authenticated successfully.
  • The database was restored, or the BMC Helix Data Manager database user was removed and re-created without schema permissions.


Based on the application version, confirm that the correct AR System version is selected when the source or target system is registered.

For the source or target, select System Info > System Configuration and then update the AR System Version.

AR version.png

Knowledge article:  000422377



 

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