This section describes errors that you might encounter while setting up the Deployment Engine or performing the BMC Helix Service Management installation.
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When the deployment of BMC Helix Innovation Suite is not completed within three days, the deployment of BMC Helix Innovation Suitefails and you encounter the following error: !Error: Failed to give Helix Platform application license
Details: {"helixPlatformNamedLicenses" : "100"} [\{"messageType":"ERROR","messageNumber":-1, "messageText":"Server is not licensed.", "appendedText":null}]
FAILED. Exiting due to errors !!! | Apply the AR Server license and restart the deployment. For information about applying the license to your AR System server, see Obtaining-license-keys. |
You encounter the following error on the Helix_Generate_Config pipeline console output: error: You must be logged in to the server (Unauthorized) | - Verify that you have uploaded the correct kubeconfig file from your Kubernetes cluster to your Jenkins sever.
- Rebuild the Helix_Generate_Config pipeline.
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You encounter the following error when a pipeline fails during an upgrade or update of BMC Helix Service Management: 
| Rebuild the failed pipeline. |
You encounter the following Git repository permission error during execution of a pipeline: stderr: fatal: '/home/git/gitrepo/ITSM_REPO/itsm-on-premise-installer.git'
does not appear to be a git repository fatal: Could not read from remote
repository. Please make sure you have the correct access rights
and the repository exists. | - Verify the permissions and ownership of the Git repository from where the pipeline is configured.
- To grant the correct permissions, in your Git server, perform the following commands:
chmod –R 755 [git repo]
chown –R git:git [git Repo] |
You encounter the following error about dwp-tomcat pod not started properly: dwp-tomcat
pod logs:
Caused
by: com.bmc.bsm.myit.bundle.BundleDataAccessException:
com.bmc.bsm.myit.bundle.BundleDataAccessException:
com.bmc.bsm.myit.service.exceptions.ServiceException:
Incomplete innovation system credentials found
| Verify that the in BAKEDUSER_HANNAH_ADMIN_PASSWORD parameter in your environment file is blank. Use the following command: kubectl describe pod <dwp-tomcat pod> -n <namespace> Example command output is as follows: tomcat:
env:
DWP_LOG_LEVEL: ERROR
DWP_SESSION_TIMEOUT_MIN: "30"
INNOVATION_SUITE_ROOT_URL: http://platform-user-ext:8008
IS_PASSWORD: ""
IS_USER: hannah_admin - Rerun the HELIX_ONPREM_DEPLOYMENT pipeline only with the GENERATE_CONFIG pipeline.
Make sure that you provide all the inputs for all the parameters. - Rerun the HELIX_SMARTAPPPS_DEPLOY pipeline.
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You encounter the following pipeline not started error: No Pipeline execution is started. It is
stuck.
[Pipeline] node
Still waiting to schedule task
There are no nodes with the label
‘<label>’ | - Verify that the value of the AGENT parameter is correct in the HELIX_ONPREM_DEPLOYMENT pipeline.
- In Jenkins, in the nodes section that is <jenkins url>/computer URL, verify that the value that you specify for the present as a node.
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You encounter the following Git checkout error: [Pipeline] // stage
[Pipeline] echo
ERROR: Failed to Checkout Devops
Repos
[Pipeline] }
[Pipeline] // stage
[Pipeline] echo
Exception occured : hudson.AbortException:
Couldn't find any revision to build. Verify the repository and branch
configuration for this job.
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You encounter the following error about missing pipeline: [Pipeline] build
[Pipeline] }
[Pipeline] // stage
[Pipeline] echo
Exception occured : hudson.AbortException:
No item named HELIX_SMARTREPORTING_DEPLOY found | |
You encounter the following error about incorrect Helm: item: helm3 template --namespace=remedy-poc /jenkinsnfs/HELM_CHARTS/
remedy-poc/210200.0.10.01/helm/atriumwebsvc -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/
helm/atriumwebsvc/values.yaml -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/
values-files/atriumwebsvc-_base-values.yaml -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/helm/devops.yaml -f
/jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/helm/atriumwebsvc/ephemeral.yaml
> /jenkinsnfs/HELM_CHARTS/remedy-poc/210200.0.10.01/yaml-files/atriumwebsvc-atriumwebsvc.yaml
msg: non-zero return code
rc: 127
start: '2021-05-24
10:10:48.666030'
stderr: '/bin/sh:
helm3: command not found'
stderr_lines:
<omitted>
stdout: ''
stdout_lines:
<omitted> | Verify the HELM_BINARY value in the HELIX_ONPREM_DEPLOYMENT pipeline is correct. The PLATFORM_DEPLOY pipeline fails if you specify an incorrect HELM_BINARY value or a binary that is not present on the Jenkins node. |
You encounter an error related to pipeline cannot find required database password. An example error is as follows: Error while deploying pod ar-db-setup-76wwj InterruptedException: java.lang.InterruptedException: Error while deploying pod ar-db-setup-76wwj Command [ kubectl get pod ar-db-setup-76wwj -o=jsonpath='{.spec.containers[*].name}' --namespace=pe-iur | awk '{print $1}' ] Command [ kubectl logs ar-db-setup-76wwj -c ar-db-setup --namespace=pe-iur ] Pod : [ar-db-setup-76wwj] Container : [ar-db-setup] !ERROR: Required environment variable "DATABASE_USER_PASSWORD" is not set !!! | Make sure that you specify the correct database password. |
You encounter errors related to BMC Helix Single Sign-On installation failure or BMC Helix Single Sign-On URL is inaccessible. | For more information about the error, in your Jenkins node, run the following command, and debug the issue. tail -f logs/deployment.log |
You encounter errors related to nothing to commit. An example error is as follows: nothing to commit, working directory clean. [Pipeline] // withCredentials Exception occurred : hudson.AbortException: script returned exit code 1 | While rebuilding the HELIX_ONPREM_DEPLOYMENT pipeline, verify the following points: - If there are any changes to the deployment input configuration file or cacerts file, make sure that you update the file and upload the updated file.
For example, if there changes to the cacerts file, upload updated cacerts file in the CACERTS_FILE parameters in the CUSTOMER-INFO section. - If there are no changes to the deployment input configuration file and cacerts file, perform the following steps:
- In the CUSTOMER-INFO section, verify that you do not upload any file in the INPUT_CONFIG_FILE and CACERTS_FILE parameters.
- In the INPUT_CONFIG_METHOD parameter, select the Generate_Input_File option.
- In the PRODUCT-DEPLOY section, do not select the HELIX_GENERATE_CONFIG check box.
Learn about the parameters at Performing-the-BMC-Helix-IT-Service-Management-installation. |
You encounter an error on the HELIX_PLATFORM_DEPLOY pipeline console output when you rebuild the pipeline by using the Rerun option. An example error is as follows: Failed to create PostgreSQL user: aradmin ERROR: role "aradmin" already exists !ERROR: Failed to create PostgreSQL user: aradmin | Before you rebuild the HELIX_PLATFORM_DEPLOY pipeline, verify the following points on the pipeline console output page: - The Platform-DBRestore and SmartReporting-DBRestore stages in the pipeline run are successful.
- If the Platform-DBRestore and SmartReporting-DBRestore stages are not successful, perform the following steps:
- Delete the AR_DB_NAME, AR_DB_USER, SMARTREPORTING_DB_NAME, and SMARTREPORTING_DB_USER parameter values in the PostgreSQL database.
- Rebuild HELIX_PLATFORM_DEPLOY pipeline by using the Rerun option.
Learn about rebuilding a pipeline by using the Rerun option at Troubleshooting-deployment-pipeline-failure-issues.
The following image shows an example of the pipeline failure at the SmartReporting-DBRestore stage:
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You encounter the following error on the HELIX_CONFIGURE_ITSM pipeline console output: TASK [update_password: Get entry from user form] ***********************
Tuesday 07 December 2021 04:44:10 +0000 (0:00:00.044) 0:00:02.864 ****
ok: [localhost]
TASK [update_password: Just the names from user form] ******************
Tuesday 07 December 2021 04:44:11 +0000 (0:00:00.802) 0:00:03.666 ****
fatal: [localhost]: FAILED! =>
msg: You need to install "jmespath" prior to running json_query filter | On the BMC Deployment Engine which is your Jenkins server, run the following command: yum install python2-jmespath.noarch - Rebuild the HELIX_CONFIGURE_ITSM pipeline.
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If a pipeline fails and you encounter an error related to passing the arguments. For example: TASK [ar_schema_correction : debug] ********************************************
Wednesday 23 March 2022 09:23:58 -0400 (0:00:01.889) 0:00:27.033 *******
ok: [localhost] =>
msg: ar-schema-correction job container name is ""
TASK [ar_schema_correction : Wait for a ar-schema-correction container to be up] ***
Wednesday 23 March 2022 09:23:58 -0400 (0:00:00.075) 0:00:27.108 *******
fatal: [localhost]: FAILED! => changed=true
cmd: java -jar podChecker.jar 1 1 -j -t 300 coi-itsm
delta: '0:00:00.117954'
end: '2022-03-23 09:23:59.108657'
msg: non-zero return code
rc: 1
start: '2022-03-23 09:23:58.990703'
stderr: ''
stderr_lines: <omitted>
stdout: |-
Error while passing the arugments.
Usage: podChecker.jar <podName> <currentPodCount> <desiredPodCount> <options -d|-u|-j> -t <timeout in mins> <namespace>
stdout_lines: <omitted> | - On the BMC Deployment Engine which is your Jenkins server, verify if the pod is created.
If the pod is not created, in the job such as ar-schema-correction, run the following command to check errors:
kubectl describe job <job name> -n <namespace> For example: kubectl describe job ar-schema-correction -n <namespace> If the job displays an error related to resources such as the following error, the namespace has resources issues. Warning FailedCreate 5m21s (x193 over 19h) job-controller (combined from similar events): Error creating: pods "ar-schema-correction-hcz8p" is forbidden: exceeded quota: default-7tl96, requested: requests.cpu=1, used: requests.cpu=65850m, limited: requests.cpu=66 - Increase the appropriate resources in the namespace and rerun the pipeline that failed.
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