Troubleshooting migration pack issues

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

Issue symptoms

You might encounter the following errors or failures with BMC Helix Data Manager Migration Packs:

You cannot download BMC Helix Data Manager Migration Packs from the File Transfer Protocol (FTP) location.
The Migration Pack fails or remains empty during the copying process.
The custom Migration Pack is not listed after you select the source and target system.
When you modify the Migration Pack, the custom forms are not listed under the Add Forms tab in the Migration Pack window.
You encounter an enum warning while performing Data Mapping.

Issue scope

The Migration Pack 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.	Review the source and target system configurations by performing the following tasks: Log in to BMC Helix Data Manager. On the System Configuration page, select Source or Target System Configuration. Under Action, select Test System Connectivity. For more information, see Registering-source-and-target-systems. 2. Review the defined file system connections by performing the following tasks: Confirm that the default connection path is correct. Log in to BMC Helix Data Manager. Select Configuration > Configure File System connections. Then, select Defined File Systems > Review Path. Confirm that the Test Write Data and Test Read Data & Files are successful. Under Configure, select the correct Source and Target Systems > Configure Connections. Validate Test Write Data and Test Read Data & Files. 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). Log in to BMC Helix Data Manager. From Discovery & Analysis, select Discovered Dictionary. Under Forms & Fields, Select the correctly labeled and dated Data Dictionary and review the Custom, Base, and Overlay forms list. For more information, see Discovering-data-dictionaries. 4. To review whether the version of the Migration Pack that is imported and published is valid, perform the following tasks: Log in to BMC Helix Data Manager. Select Data Migration > Migration Packs. Confirm that the Migration Pack Name and its Status are correct. Review the Included Forms tab to confirm that the correct form list is displayed. For more information, see Adding custom forms to a migration pack and Creating-a-migration-pack-for-your-systems.
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. 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
BMC Helix Data Manager Migration Packs are unavailable after logging into the BMC's FTP folder
Detail: The BMC Helix Data Manager Migration Packs are not available under the pub folder on the FTP site ftp.bmc.com	This error could occur when you directly click the pub folder after logging on to BMC's FTP site, ftp://ftp.bmc.com.	Log in to the BMC's FTP folder using the URL ftp://ftp.bmc.com. Using the path /pub/BMC_Helix_Data_Manager, navigate to the BMC Helix Data Manager Metadata directory. For example, (In case you are using WinSCP file manager) in the OpenDirectory field, select Open Directory icon and enter the path /pub/BMC_Helix_Data_Manager.	For additional details, see Downloading migration packs
The included Forms tab is empty when copying the Migration Pack
Detail: The Included Forms tab is empty when you make a copy of a Migration Pack.	The value of Data Dictionary is invalid. The system configuration is invalid. An incorrect ARS version was selected during the registration of source or target system.	Verify that the Data Dictionary on the source and target systems is correct, and confirm if the Forms & Fields tab shows a valid list of forms. Important: If the Data Dictionary is empty, there could be an issue with the System Configuration.	KA: 000422379 For additional details, see Discovering-data-dictionaries and Registering-source-and-target-systems.
Custom migration pack is not available during data migration
Detail: During data migration, the custom Migration Pack is not listed after you select the source and the target systems.	This scenario occurs if the Migration Pack that is associated with the source and the target system is not published.	The custom Migration Pack must be published to make it available for migration. confirm that the status of the custom Migration Pack is set to Published to make it available for migration. Important: Template Migration Packs are in Draft status, so the custom Migration Packs copied from a Template Pack will also be in Draft status by default.	For additional details, see Opening-a-migration-pack.
Custom forms are not listed during the modification of the Migration Packs
Detail: During the modification of the Migration Packs, the custom forms are not listed under the Add Forms tab.	This scenario occurs when the Data Dictionary is discovered before the customization or custom objects are migrated to the target system.	To get the custom forms listed: Verify that the target Data Dictionary is discovered after the customization migration is completed. The custom forms must be found in the discovered Data Dictionary after completing the custom migration. If the custom forms are unavailable, rediscover the target Data Dictionary and confirm that the custom forms are listed in the new Data Dictionary. Create a valid copy of the template Migration Pack with the newly discovered source and the latest target Data Dictionary.	For additional details, see Adding custom forms to a migration pack and Creating-a-migration-pack-for-your-systems.
Enum warning appears during data mapping
Detail: The BMC Helix Data Manager alerts a potential migration issue when a source enum value is absent in the target system.	This error occurs as the enum values do not exist in the target system.	To obtain the number of records for each enum value in the source system, perform the following steps: From the Data Mapping page, select the Form Mapping for the form you want to check, and click the Source Form tab. Select the Fields tab, and select the field you want to check. Click Get Enum Distribution. In the dialog box, click Get Enum Distribution to run the check against your source database. Important: Only BMC Helix Service Management systems linked to the Data Dictionary are available for this check.