176778 - troubleshooting guide cmdb 7.6.04

www.bmc.com

BMC Atrium Core 7.6.04

Troubleshooting Guide

January 2011

If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].

Contacting BMC Software

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United States and Canada

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mailto:[email protected]

Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support. From this website, you can:

■ Read overviews about support services and programs that BMC Software offers.■ Find the most current information about BMC Software products.■ Search a database for problems similar to yours and possible solutions.■ Order or download product documentation.■ Report a problem or ask a question.■ Subscribe to receive email notices when new product versions are released.■ Find worldwide BMC Software support center locations and contact information, including email addresses, fax

numbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

■ Product information

— Product name— Product version (release number)— License number and password (trial or permanent)

■ Operating system and environment information

— Machine type— Operating system type, version, and service pack— System hardware configuration— Serial numbers— Related software (database, application, and communication) including type, version, and service pack or

maintenance level

■ Sequence of events leading to the problem

■ Commands and options that you used

■ Messages received (and the time and date that you received them)

— Product error messages— Messages from the operating system, such as file system full— Messages from related software

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License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:

■ E-mail [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.)

■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

■ Submit a new issue at http://www.bmc.com/support.


http://www.bmc.com/support_home

Contents

BMC Atrium Core documentation 9

Chapter 1 Reconciliation Engine issues 13

Reconciliation Engine startup issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Reconciliation Engine configuration issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Job issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Failed jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Aborted jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Troubleshooting unidentified instances issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Troubleshooting logging issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Troubleshooting definition export issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Multiple CI match issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Troubleshooting multiple CI matches in BMC.Asset. . . . . . . . . . . . . . . . . . . . . . . . 26Resolving multiple CI matches in the source dataset . . . . . . . . . . . . . . . . . . . . . . . 28

Merge activity issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Missing endpoints during the Merge activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30CIs merge more than once during a Merge activity. . . . . . . . . . . . . . . . . . . . . . . . . 30

Performance issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Resolving Reconciliation Engine performance issues due to insufficient thread settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Resolving Reconciliation Engine performance issues due to incorrect database settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Chapter 2 BMC Atrium Core Console and Atrium widget issues 33

Troubleshooting Atrium widget issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Atrium Explorer issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Troubleshooting the mid tier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Troubleshooting ARERR 9280 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Troubleshooting ARERR 623 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Troubleshooting ARERR 9391 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Contents 5

Chapter 3 Atrium Integrator issues 41

Troubleshooting Atrium Integrator console issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Job fails to run. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Job not displayed on the Atrium Integrator console . . . . . . . . . . . . . . . . . . . . . . . . 43Job not running from the Atrium Integrator console . . . . . . . . . . . . . . . . . . . . . . . . 44

Troubleshooting errors displayed in Spoon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Location of log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Error connecting to a Microsoft SQL Server database using Windows Authentication

in Spoon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Chapter 4 BMC Atrium Integration Engine issues 49

Troubleshooting data exchange issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Data exchange error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Troubleshooting a data handler error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Troubleshooting an Atrium Integration Engine connection error . . . . . . . . . . . . . 51Troubleshooting ARERR 341 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Troubleshooting Oracle database connection issue . . . . . . . . . . . . . . . . . . . . . . . . . 52

Server groups incorrectly used when triggering data exchanges . . . . . . . . . . . . . . . . . 53Troubleshooting Run Now, Verify, or Test Connection buttons not responding . . . 53Troubleshooting data mapping issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54BMC Atrium Integration Engine service issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

AR System server stopped when running the BMC Atrium Integration Engine service on UNIX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Troubleshooting a stopped BMC Atrium Integration Engine service after a password change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Troubleshooting a fatal BMC Atrium Integration Engine service error . . . . . . . . 56SQL adapter not working in UNIX or Linux environment . . . . . . . . . . . . . . . . . . . . . . 57Instance management issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Troubleshooting instance management issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Rule Helper does not populate views and tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61BMC Atrium Integration Engine RPC port error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Displaying new attributes in the Data Field Mapping window . . . . . . . . . . . . . . . . . . 62Data exchanges not running correctly after you upgrade BMC Atrium Integration

Engine on BMC Remedy AR System where the database was restored from another environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Chapter 5 Other BMC Atrium Core issues 65

Class form generation issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Troubleshooting CMDB Sync-UI command issues. . . . . . . . . . . . . . . . . . . . . . . . . . 66About warnings generated when synchronizing BMC Atrium CMDB forms with other BMC applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Troubleshooting auditing issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Federation issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Troubleshooting Launch Definition issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69RPC error when creating federation plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Troubleshooting federation plug-in loading issue . . . . . . . . . . . . . . . . . . . . . . . . . . 70Troubleshooting federated data class issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

6 Troubleshooting Guide

Troubleshooting invalid column lengths in federated classes with an IBM DB2 database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Data Visualization Form module issue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Data decompression issue in cmdbdriver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Verifying version information for BMC Atrium CMDB components . . . . . . . . . . . . . 73

Viewing API version information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Business service CIs not available in the Service Catalog issue . . . . . . . . . . . . . . . . . . 74Web services startup issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Troubleshooting BMC Atrium Core configuration issues . . . . . . . . . . . . . . . . . . . . . . . 75

Troubleshooting a disabled Create button in Product Catalog . . . . . . . . . . . . . . . 75Troubleshooting maximum number of records returned in Product Catalog . . . 76Troubleshooting Normalization plugin not working properly . . . . . . . . . . . . . . . 76Troubleshooting normalization configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Troubleshooting Normalization Engine initialization errors . . . . . . . . . . . . . . . . . 77

Atrium Impact Simulator issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Troubleshooting AR System server plug-in not responding . . . . . . . . . . . . . . . . . 78Atrium Impact Simulator permissions issue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

BMC Atrium CMDB permission issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Troubleshooting a failed data model change. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Chapter 6 Data model issues 81

Verifying your data model using the cmdbdiag program. . . . . . . . . . . . . . . . . . . . . . . 82Accessing the cmdbdiag program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Working with the Data Integrity Checker option. . . . . . . . . . . . . . . . . . . . . . . . . . . 82Troubleshooting invalid relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Troubleshooting invalid dataset IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83Troubleshooting invalid CI relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Working with the CI and Relationship Correction Tool option . . . . . . . . . . . . . . . . . . 84Resetting reconciliation identities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Deleting instances in a dataset. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Correcting invalid relationship instances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Deleting orphan relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Deleting relationships that violate cardinality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Deleting instances for a given class . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Correcting orphaned weak members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Deleting orphaned weak members. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Verifying your data model manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Chapter 7 Using logs to troubleshoot issues 93

BMC Atrium Core Console client-side logging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Determining Adobe Flash Player Debugger version . . . . . . . . . . . . . . . . . . . . . . . . 94Configure your Adobe Debug Flash Player Debugger . . . . . . . . . . . . . . . . . . . . . . 95

BMC Atrium Core Console server-side logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95BMC Atrium CMDB logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Server-side API logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Java API logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Java API configuration properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Reconciliation Engine logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Contents 7

Troubleshooting Reconciliation Engine errors in the log file . . . . . . . . . . . . . . . . 102Web services logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Setting log levels for BMC Atrium Core web service logs. . . . . . . . . . . . . . . . . . . 104

BMC Atrium Integration Engine logging and debugging . . . . . . . . . . . . . . . . . . . . . . 104Enabling debug logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Data exchange log messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Debug messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Atrium Impact Simulator logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Atrium Impact Simulator plug-in logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Enabling Atrium Impact Simulator plug-in logging . . . . . . . . . . . . . . . . . . . . . . . 115Enabling Atrium Impact Simulator cell logging . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Normalization Engine logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116AR System server logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Bundling the BMC Atrium Core log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Appendix A BMC Atrium CMDB C API error messages 119

Appendix B BMC Atrium Core Console active link error messages 153

Appendix C BMC Atrium Core Console filter error messages 157

Appendix D Reconciliation Engine error messages 163

Appendix E Product Catalog error messages 177

Appendix F Federation plug-in error messages 185

AR System plug-in error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186JDBC plug-in error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

Appendix G Atrium Integrator Error messages 191

Index 197


BMC Atrium Core documentation

This section describes the complete set of BMC Atrium Core documentation, including manuals, help systems, videos, and so on.

Unless otherwise noted, documentation is available free of charge on the BMC Atrium Core documentation media (DVD or Electronic Product Download bundle) and on the BMC Customer Support site, at http://www.bmc.com/support.

To find this documentation on the BMC Customer Support site, choose Product Documentation > Supported Product A-Z List > BMC Atrium CMDB Enterprise Manager >7.6.04

Title Description Audience

Atrium Integrator 7.6.04 User's Guide

Information about defining source and target connections, creating jobs and transformations, editing and monitoring jobs, and other Atrium Integrator concepts.

Users who are responsible for setting up data transfer integrations between external data stores and BMC Atrium CMDB.

BMC Atrium CMDB 7.6.04 Administrator's Guide

Information about setting permissions, configuring federation, modifying the data model, configuring an impact model, and other administrative tasks in BMC Atrium Configuration Management Database (BMC Atrium CMDB).

Configuration managers, application administrators, and asset analysts.

BMC Atrium CMDB 7.6.04 Common Data Model Diagram

Hierarchical diagram of all classes in the Common Data Model (CDM), including unique attributes and applicable relationships.


BMC Atrium CMDB 7.6.04 Data Model Help

Description and details of superclasses, subclasses, attributes, and relationship classes for each class. Contains only information about the CDM at first, but you can update it to include information about data model extensions that you install.

Note: This Help is provided in HTML and is available on the BMC Atrium Core media. It is not available on the BMC Customer Support site.


BMC Atrium CMDB 7.6.04 Data Modeling Guide

Best practices for using the classes that BMC provides for BMC Atrium CMDB (both the CDM and extensions) to model complex business entities, focusing on the use of multiple related CIs to model an entity rather than on general information about a class or attribute.



http://www.bmc.com/support


BMC Atrium CMDB 7.6.04 Javadoc Help

Information about Oracle Java classes, methods, and variables that integrate with BMC Atrium CMDB.


Application programmers.

BMC Atrium CMDB 7.6.04 Normalization and Reconciliation Guide

Information about normalizing data in BMC Atrium CMDB and reconciling CIs from different data providers into a single production dataset.


BMC Atrium CMDB 7.6.04 Online Help

Help for using and configuring BMC Atrium CMDB, including Atrium Integrator, BMC Atrium Product Catalog, Reconciliation Engine, Normalization Engine, and so on.

Note: This Help is provided in HTML and is available through the Help links in the BMC Atrium CMDB user interface. It is not available on the BMC Customer Support site.

Configuration managers, application administrators, asset analysts, and users that work with CIs and need to understand the relationships that exist within BMC Atrium CMDB.

BMC Atrium CMDB 7.6.04 User's Guide

Information about using BMC Atrium CMDB, including searching for and comparing CIs and relationships, relating CIs, viewing history, running impact simulations, and viewing federated data.

Users that work with CIs and need to understand the relationships that exist within BMC Atrium CMDB.

BMC Atrium Core: Taking Your Data Into Production End to End

End-to-end high-level steps for bringing data into BMC Atrium CMDB from a third-party source and making it available in your production dataset.

Note: This Flash video is available on the BMC Atrium Core media. It is not available on the BMC Customer Support site.


BMC Atrium Core 7.6.04 Compatibility Matrix

Information about the BMC Atrium Core configurations that are expected to work together based on design, testing, or general understanding of the interaction between products.

Note: Download the BMC Atrium Core 7.6.04 Compatibility Matrix from the BMC Customer Support site at http://www.bmc.com/support/reg/remedy-compatibility-tables.html?c=n.


BMC Atrium Core 7.6.04 Concepts and Planning Guide

Information about CMDB concepts and high-level steps for planning and implementing BMC Atrium Core.

Anyone who wants to learn about and understand BMC Atrium Core products, CMDBs in general, and the functionality of BMC Atrium CMDB in particular.IT leaders, configuration managers, application administrators, and asset analysts are some who will benefit from this information.



http://www.bmc.com/support/reg/remedy-compatibility-tables.html?c=n


BMC Atrium Core 7.6.04 Developer’s Reference Guide

Information about creating API programs using C API functions and data structures.

Application administrators and programmers.

BMC Atrium Core 7.6.04 Installation Guide

Information about installing, upgrading, and uninstalling BMC Atrium Core features.

Application administrators.

BMC Atrium Core 7.6.04 Master Index

Combined index of all guides. Everyone.

BMC Atrium Core 7.6.04 Product Catalog and DML Guide

Information about configuring the Product Catalog and DML, adding products, and creating aliases for products, manufacturers, and categorizations.

System administrators, IT managers, network managers, and other qualified personnel who are familiar with their computing and networking environment.

BMC Atrium Core 7.6.04 Release Notes

Information about new features, known issues, and other late-breaking topics.

Everyone.

BMC Atrium Core 7.6.04 Troubleshooting Guide

Information about resolving issues with BMC Atrium Core components, including API, filter, and console error messages and their solutions.

Application administrators, programmers, and BMC Support personnel.

BMC Atrium Core 7.6.04 Web Services Help

Information about using BMC Atrium Core Web Services, including how to publish and find interfaces in the Web Services Registry, set versions, disambiguate web services, configure security policies and encryption, and use BMC Atrium Core Web Services data structures and operations.


Application administrators and programmers.

BMC Atrium Integration Engine 7.6.04 ADK Developer's Guide

Information about how to build adapters that can transfer information between an external data store and either BMC Remedy AR System forms or BMC Atrium CMDB.

Developers who have a basic understanding of BMC Atrium Integration Engine and want to build adapters that can exchange data between two data sources.

BMC Atrium Integration Engine 7.6.04 Online Help

Help for using and configuring BMC Atrium Integration Engine.

Note: This Help is provided in HTML and is available through the Help links in the BMC Atrium Integration Engine user interface. It is not available on the BMC Customer Support site.

Users who are responsible for setting up data transfer integrations between external data stores and either BMC Atrium CMDB or BMC Remedy AR System.




BMC Atrium Integration Engine 7.6.04 User's Guide

Information about creating data exchanges and data mappings, defining rules and queries, activating event-driven data exchanges, defining connection settings, and other BMC Atrium Integration Engine concepts.

Users who are responsible for setting up data transfer integrations between external data stores and either BMC Atrium CMDB or BMC Remedy AR System.

Mapping Your Data to BMC Atrium CMDB 7.6.04 Classes

Spreadsheet that maps common IT objects to the appropriate class, whether part of the CDM or an extension. This spreadsheet also includes information about further categorizing instances using key attributes, and best practices for creating normalized relationships.




Chapter

1
Reconciliation Engine issues
This section provides information about troubleshooting various Reconciliation Engine issues, such as Reconciliation Engine job, log, and definition export issues. This section also lists Reconciliation Engine error messages and their solutions.

The following topics are provided:

� Reconciliation Engine startup issues (page 14)� Reconciliation Engine configuration issues (page 14)� Job issues (page 15)� Troubleshooting unidentified instances issue (page 20)� Troubleshooting logging issues (page 21)� Troubleshooting definition export issues (page 24)� Multiple CI match issues (page 26)� Merge activity issues (page 30)� Performance issues (page 31)



Reconciliation Engine startup issuesThe Reconciliation Engine process is started using armonitor.cfg on Windows or armonitor.conf on UNIX®. If the Reconciliation Engine is not running, perform the following steps:

1 Open the armonitor.cfg (armonitor.conf) file.

2 Verify that the configuration file contains an entry for the arrecond process and that and it is not commented out.

3 Depending on the platform you have installed, perform the following steps:

� Windows—In the armonitor.cfg file, the value specified for the -i parameter must be the same as the Monitor-directory parameter in the armonitor.cfg file.

� UNIX—In the arrecond.sh script file, make sure that the -i parameter points to /etc/arsystem/ARInstanceName/.

For more information about the armonitor.cfg file, see the BMC Remedy Action Request System 7.6.04 Configuration Guide.

4 If you modified the armonitor.cfg file, restart the AR System service to run the Reconciliation Engine process.

Reconciliation Engine configuration issues The BMC Atrium Core server notifies the Reconciliation Engine when configuration changes are made using the Settings link from the navigation bar on the Reconciliation Manager tab. The Reconciliation Engine then periodically checks whether a signal failed to be successfully delivered.

NOTE If the configuration changes are not immediately implemented in the Reconciliation Engine, you might need to query the Application Pending form to view the configuration changes record. The record will no longer be visible if the changes have been implemented. If you are still able to view the record, wait for a few minutes and then try again.

� To make sure that the configuration changes are implemented in the Reconciliation Engine

1 Query the Application Pending form for the configuration changes record.

If you do not view the record anymore, it means that the changes have already taken affect.

2 If you view the record in the Application Pending form, you might need to wait longer for the changes to be implemented.


Job issues

Job issues This section provides information about troubleshooting Reconciliation Engine job issues.

Failed jobs If a fatal error occurs during any activity that is processing information, the job is canceled. As a result a related event is created, which you can view on the Administrative Information tab of the Reconciliation menu, identifying the job, the activity that failed, and the reason for the failure.

However, in case of non-fatal instance errors, the job might continue to run. An error event is still created, but the job moves to the next activity. The instance for which the error was generated is not successfully identified or merged. To resolve this issue, correct the error with the instance and either manually identify and merge the instance, or use the CMDBStartJobRun C API.

The Reconciliation Engine does not automatically retry jobs that fail or attempt to catch up with jobs that were not executed (for example, the service was down). Failed jobs are started at the next scheduled time, if a schedule exists. Unless the problem is corrected, the job will continue to fail.

Aborted jobsTo determine the cause of the incomplete job issue, use the troubleshooting steps discussed in this section. When you manually start a job or when the Reconciliation Engine runs a scheduled job, it can be aborted or paused for the following reasons:

� ARERR 101008 The job is already running—If the Reconciliation Engine attempts to start a job that is already running, the job is aborted or paused.

� ARERR[101041] Class id <classId> of namespace <namespace> does not exist— If the IDs of the class name or attribute name specified in the Precedence Group does not exist, the job is aborted or paused. This error message is displayed if the Class Instance ID and the Attribute Instance ID attributes of the class and attribute specified in the Precedence Group contain a NULL value.

� Failure with a temporary file. No space left on device.—If the Reconciliation Engine stopped responding because of insufficient temporary disk space for AR System server operations, the job that was already running is aborted or paused.

� Unspecified details in the job—If you did not specify the required details in the job definition, such as dataset ID, the job is aborted or paused.



� Malloc failed on server—If the computer on which you are running the Reconciliation Engine does not have enough memory, all jobs that are currently running are aborted or paused.

� Rebooting AR System server abruptly—If the Reconciliation Engine job is running and you reboot the AR System server, the job is aborted or paused. To resolve the aborted job error that results from restarting the AR System server, restart the job.

Troubleshooting aborted jobs due to abruptly restarting the Reconciliation Engine If you abruptly restarted the Reconciliation Engine, the Related Runs table might indicate that the job has started, but the job might not be actually running.

� To troubleshoot issues caused due to abrupt restarting of the Reconciliation Engine

1 Log in to the BMC Atrium Core Console and click Application Launcher > Applications > Reconciliation.

2 Click the History tab.

3 From the Show all Job Runs With Status list, select Started.

4 Specify the start date and end date for the job.

5 Make sure that there are no records displayed in the results table.

6 Using BMC Remedy User, log in to your AR System server as an Administrator.

7 Open the Reconciliation Job Runs form in Search mode and click the Search button on the toolbar.

8 Select the record that has a value of “Started” in the Run Status column.

9 From the main menu, choose Actions > Delete.

10 Verify that the Application Pending form contains no extra records that instruct the Reconciliation Engine to trigger the same job.

Extra records that trigger the same job might be created when you manually start a job and click the Start Job button several times.

11 To resolve the unspecified details error, examine the arrecond.log and the Reconciliation Engine log file for errors.

If you did not specify a path for the Reconciliation Engine log file using the Settings option on the Reconciliation Manager console, the arrecond.log and Reconciliation Engine log files are located in the C:\Program Files\BMC Software\AtriumCore\logs subdirectory of by default. For more information about setting the log file location for the Reconciliation Engine, see “Reconciliation Engine logging” on page 99.


Job issues

Troubleshooting aborted jobs due to insufficient memoryIf your computer does not have enough memory space, your reconciliation jobs might abort. For more information about the software and hardware requirements for BMC Atrium Core, see the BMC Atrium Core 7.6.04 Installation Guide.

� To troubleshoot jobs aborted due to insufficient memory

1 Check the arerror.log file to determine whether problems with the AR System server or arrecond executable occurred.

For more information about the arerror.log file, see “AR System server logging” on page 117.

2 Monitor the amount of memory available on your computer and check the processes that are consuming large amounts of memory.

3 Add more disk space to the server TEMP disk or redirect TEMP to another disk that has more disk space.

4 Examine arrecond.log and the Reconciliation Engine job log files to determine the operation that the Reconciliation Engine was performing when the insufficient memory error was generated.

For more information about Reconciliation Engine logs, see “Reconciliation Engine logging” on page 99.

5 Make sure that the server has enough resources, such as virtual memory and space for BMC Atrium CMDB tasks.

Due to intensive data manipulation, the Reconciliation Engine might need to use more virtual memory than available.

6 If the reconciliation job uses the Copy activity, make sure that Copy Relationship field is set to By Qualifier to avoid insufficient memory issues.

Troubleshooting aborted jobs due to the Classid does not exist error messageYou might encounter the Class ID of namespace does not exist error message if the class ID you specified is hidden, if a class with such a name does not exist, or if the class ID field is blank.

� To troubleshoot classId does not exist error message

1 In BMC Remedy Developer Studio, search for the RE:Precedence form.

2 Double-click the Debug_pag field that contains the Debug tab.

3 Clear the Visible box on the Display page and save the form.

4 In BMC Remedy User, search for the Precedences form from the Object List.

5 Open the Precedences form in Search mode and click Search again.

6 Select the specific precedence from the Search results list and make sure that the Class Instance ID and the Attribute Instance ID fields are not blank.



7 Delete the job entry that is assigned with the given Precedence Group.

8 In the Reconciliation Manager Console, create the job entry again and run the job.

Troubleshooting a job that does not start Perform the following procedure when you notice that the jobs on the Job History Console are not running even though they were scheduled to run.

� To troubleshoot scheduled jobs that did not start

1 Log in to the BMC Atrium Core Console and click Reconciliation.

For information about logging in to the console, see the BMC Atrium CMDB 7.6.04 User's Guide.

2 Click the Administrative Information tab and verify that the Job status for the specific job is set to Active.

3 Verify that the arrecond.exe process (Reconciliation Engine) is running and that its process ID (PID) is not changing every minute.

The Reconciliation Engine process ID must remain the same, which denotes that the dispatcher is not abruptly restarting.

4 In the armonitor.log file, check whether there is an entry indicating that the arrecond.exe process is restarting every few seconds.

5 Verify that the Reconciliation Engine is connected to the correct AR System server instance.

For information about how to verify that the Reconciliation Engine is connected to the correct AR System server instance, see step 8 of “Troubleshooting logging issues” on page 21.

TIP To verify that a specific process is running on a Windows computer, view the Processes tab on the Task Manager. On UNIX, use the ps - ef | grep process name command.

6 If the Reconciliation Engine is not running or if it is not connecting to the AR System server, search the arerror.log, and armonitor.cfg (armonitor.conf) files for errors.

7 Wait for a few seconds for the record in the Application Pending form to be processed and the job to start.

The job usually starts within a few seconds when the dispatcher is running properly. The dispatcher instructs the Reconciliation Engine to perform tasks based on the entry in the Application Pending form.

TIP With BMC Remedy User, search for the Application Pending form and open it in Search mode to view the job record.


Job issues

8 Perform the following steps to verify that the dispatcher is running:

a To verify that the dispatcher is configured to run, search for the arsvcdsp.exe process in the armonitor.cfg file.

b From the Windows Task Bar or UNIX console, verify that the dispatcher process is running and that its process ID is not changing every minute.

The dispatcher process ID must remain the same, which denotes that the dispatcher is not abruptly restarting.

9 If the dispatcher is not running, wait for the amount of time specified in the Polling Interval field on the Server Configuration Editor dialog box.

TIP You can also reduce the Polling Interval time. This ensures that the arrecond.exe process polls the Reconciliation Engine job queue more often.

10 If the arrecond and arsvcdsp processes are running, but the Application Pending entry is not processed, perform the following steps to enable dispatcher logging.

a In the ar.cfg (ar.conf) configuration file, set the Dispatch-Log-File entry to fullPath/dispatch.log.

b Restart the AR System server.

11 For jobs that are started by way of workflow or Execute Job activities, verify that the job name is correct and that the status of the specified job is “Active” on the Job History Console.

12 Examine arerror.log to verify that the server was down for maintenance during a scheduled run of the Reconciliation Engine Job.

Troubleshooting a job that does not finishAt times, the Reconciliation Engine might take several minutes to update the status of your job to Successful or Failed. This might cause you to believe that the job did not finish. In such a case, perform the following procedure to verify that the job is still running and that the Reconciliation Engine did not generate any errors.

� To troubleshoot scheduled jobs that did not finish

1 Check the arerror.log log to determine whether any errors occurred with the AR System Server or the arrecond.exe process.

If the AR System server or the arrecond.exe process stops responding, they are restarted and the status of the Reconciliation Engine job is changed to Aborted. However errors, such as ARERR 93 in the arerror.log log, can point to failures caused by performance or AR System connection issues.



2 Check the Reconciliation Engine Job log for any information about Reconciliation Engine activities.

Verify that the last line of the Reconciliation Engine Job log indicates that an activity was completed.

3 Check the Reconciliation Engine Job logs for any plug-in errors.

For example, an ARERR[8755] The specified plugin does not exist error message might indicate an issue with the BMC Service Impact Manager extensions to the BMC Atrium CMDB.

TIP The Reconciliation Engine job logs follow the job name_file number naming convention, where the job name refers to the name of the job to be executed and the file number indicates the number of files created for the job + 1. If you specified a file size limit, multiple files for a single job run will be created, for example, MergeComputers_1, MergeComputers_2, and so on.

4 Check the arrecond.log log for errors.

Troubleshooting unidentified instances issueIf the Reconciliation Engine cannot find a match for an instance after applying all the identification rules, or if the instance is part of an Identification group that you did not specify to be auto-identified, the instance remains unidentified.

In such a case, you must manually identify the instance or modify the identification rules. For information about manually identifying data, see the BMC Atrium CMDB 7.6.04 Administrator's Guide.

� To troubleshoot the unidentified instances issue

1 Log in to the BMC Atrium Core Console and click Reconciliation.


2 Click the History tab and verify that the specific job was successfully executed after the modified date of the configuration item (CI).

Reconciliation Engine jobs are typically named after the dataset that is used in the job. To determine the datasets that the job identifies, from the Administrative Information tab view the Identification activity.

3 Verify that the Dataset ID of the CI matches one of the defined Dataset IDs.

4 Verify that a qualification group is defined for the Identification activity.

5 If a qualification group is defined, verify that the CI meets the qualification.

6 Verify that the superclass and subclasses of the unidentified instance are included in the Identification rule of the Identification Group.


Troubleshooting logging issues

7 Perform the following steps to troubleshoot the issue using Reconciliation Job Logs.

a Choose a test case from the Manual Identification Console, and click View.

b Note the value in the Name, Instance ID, Class ID, Dataset ID, and Modified Date fields.

8 Click Edit Server Configuration on the toolbar and configure the following settings for the Reconciliation Engine log:

a Max Log File Size (kilobytes) = 20000

This setting enables you to zip the multiple log files for the same job and save them to another system in case the log files exceed 20 megabytes (MB).

b Logging level = Debug

9 Start the Reconciliation Engine Job again and wait for it to complete.

10 Search for the Instance ID of your test instance in the Job log to find the entry, such as the following entry:

[DETAILS] [TID: 000006] : Started identifying instance <class = BMC.CORE:BMC_ComputerSystem, instance id = OI 1F94C10B39834F35BFDB59EEC3791F96>

NOTE The DETAILS and TRACE entries appear only if you set the logging level to Debug.

For information about how to search the log file for the identifying instance entry, see “Interpreting entries in the log file” on page 100.

Troubleshooting logging issues If the Reconciliation Engine contains incorrect log path settings or insufficient permissions to write to the log directory, or if the Reconciliation Engine stopped responding, logging might be abruptly stopped.

� To troubleshoot log issues

1 Log in to the BMC Atrium Core Console.


2 From the Application Launcher, click Reconciliation.



3 Click Edit Server Configuration on the toolbar and configure the following settings on the Server Configuration Editor window.

a From the Logging Level list, select Info.

Setting this option enables the log to capture information about warnings and error messages. This level also includes class-level and dataset-level information.

b In the Maximum Log File Size (kilobytes) list, type 1000.

This sets the maximum size of the log file to 1000 KBs.

c In the Log File Path field, specify the correct log path.

When you specify the log file path, make sure that:

� The directory exists on the AR System server.

� It is a directory, not a file name.

� The Reconciliation Engine has permissions to create files in that directory.

BEST PRACTICE

For testing purposes, specify a short log file path with no spaces. On Windows, for example, C:\RELog. On UNIX, for example, /tmp/RELog/.

If you do not specify a log file path or if the log file path is empty, the Reconciliation Engine log is generated in the Db subdirectory of your AR System server installation directory by default. For more information about the log settings, see “Reconciliation Engine logging” on page 99.

4 In the ar.cfg (ar.conf) configuration file, verify that the settings you configured in step 3 are updated on the AR System server.

The ar.cfg configuration file contains AR System server configuration changes. This file is located in the C:\Program Files\BMC Software\ARSystem\Conf subdirectory of your AR System server installation directory. For more information about the ar.cfg file, see the BMC Remedy Action Request System 7.6.04 Configuration Guide.

TIP You can also manually update the ar.cfg or ar.conf file to match the entries in the Modify Server Configuration window of the Reconciliation Manager and restart the Reconciliation Engine to configure the settings.

5 If you configured the server configuration settings (see step 3) using the BMC Atrium Core Console and if these settings are not updated in the ar.cfg or ar.conf file, query the Application Pending form for records where ‘Category’ = "Reconciliation".

This enables you to verify that the Application Pending form contains an Update-Config record for the Reconciliation Engine.


Troubleshooting logging issues

6 On the AR System server, verify that:

� The Reconciliation Engine is running.

The process name for the Reconciliation Engine is arrecond.exe on Windows and arrecond on UNIX.

� The value in the process ID field is not changing.

TIP To verify that the process ID frequently changes, note its value every few minutes.

When the Reconciliation Engine process stops abruptly, the armonitor configuration file restarts the process and a new process ID is assigned to it. Therefore, the changing process ID value indicates that the Reconciliation Engine is constantly restarted.

7 Verify that the arrecond.log file exists on the AR System server.

The Reconciliation Engine creates the arrecond.log and a log file named reconciliationJobName_integer.log, for example, BMCAsset - Identification_5.log. The arrecond.log tracks Reconciliation Engine scheduling. For more information about Reconciliation Engine logging, see “Reconciliation Engine logging” on page 99.

8 Perform the following steps to verify that the ar.cfg (ar.conf) configuration file is set up correctly:

a Open the armonitor.cfg (armonitor.conf) file on the AR System server.

The armonitor.cfg file contains the commands that the armonitor binary executes. On Windows, this configuration file is located in the C:\Program Files\BMC Software\ARSystem\Conf subdirectory of your AR System server installation directory. On UNIX, it is located in the /etc/arsystem/ARInstanceName/ subdirectory. For more information about the armonitor.cfg file, see the BMC Remedy Action Request System 7.6.04 Configuration Guide.

b In the configuration file, search for the line entry that runs the arrecond.exe executable (Windows) or arrecond.sh (UNIX).

TIP To view the arrecond.sh, script file, open it in a UNIX editor.

c Note the value that is specified for the -i parameter.

The value specified for this parameter is a directory name, which must be the same as the AR System server installation directory.

d If the directory name for the -i parameter is different than the AR System server installation directory, change it to match the AR System directory name.



Troubleshooting definition export issues Exporting Reconciliation Engine definitions in BMC Atrium CMDB is a client-side operation using native AR System workflow. For more information about exporting Reconciliation Engine definitions, see the BMC Atrium CMDB 7.6.04 Normalization and Reconciliation Guide.

� To troubleshoot definition export issues

1 Make sure that the version of BMC Remedy User matches the version of the AR System server that you have installed to export the definitions.

2 Make sure that the directory to which you want to export the definitions is located on the computer on which you are running BMC Remedy User.

3 If you specified a File Name for exporting definitions, verify that the file has a.ARX extension and the path for the file is valid.

NOTE If you do not specify a full path for the file, it is written to the same directory as aruser.exe. By default aruser.exe is available under C:\Program Files\AR System\User\.

Table 1-1 provides a list of error conditions and their causes for definition export failures.

Table 1-1: Definition export errors and solutions (Sheet 1 of 2)

Error message Cause Solution

Report to file failed. Ensure that you have enough disk space.

This error occurs if you specify an invalid location on the client computer. The error occurs multiple times, as it does each export. The file will not be created.

Verify the path you specified for exporting the definition.

The screen flickers during the export.

This issue occurs because several reports are run to append the data in each form to the export file.

There is no solution for this issue.


Troubleshooting definition export issues

Some data records are included in the export file more than once.

This is a defect, SW00244518. If you import the data into a target system, overwrite the existing data using the following command:“complete-path-to-arimportcmd.exe -x machine-name -u user-name -p user-password -o complete-file name -e 179 -D4”The -e 179 option enables you to verify that a definition you are importing already exists. This check is performed based on the GUID values. Specifying the -D4 option updates an entry if a match is found. If no match is found, a new entry is created.

When exporting reconciliation rules from the browser, the application prompts for a separate export file name for each form.

This error occurs because of a reporting limitation in the mid tier.

BMC recommends that you always use BMC Remedy User to export definitions.

Table 1-1: Definition export errors and solutions (Sheet 2 of 2)

Error message Cause Solution



Multiple CI match issuesYour reconciliation jobs might fail because the Reconciliation Engine finds multiple matches in the source or target (BMC.Asset) dataset. This section explains the symptoms and solutions for such errors. For more information about Reconciliation Engine error messages, see Appendix D, “Reconciliation Engine error messages,” on page 163.

Troubleshooting multiple CI matches in BMC.Asset

A CI remains unidentified in the source dataset after an Identification activity, and the Reconciliation Engine log shows the error message, Found multiple matches in the dataset: Cannot identify the instance of class <className> with instance ID <instanceId>.

This error occurs because the Find in Dataset field for the specific Identification Rule contains two or more CIs that share the same value for the attribute defined in the Identification Rule.

Figure 1-1 illustrates the overall steps you need to perform to troubleshoot the duplicate CIs in your source dataset issue.


Multiple CI match issues

Figure 1-1: Flowchart of troubleshooting duplicate CIs in the BMC.Asset dataset



� To resolve duplicate CIs in BMC.Asset

1 In the BMC.CORE:BMC_BaseElement form, search for the duplicate CIs using the attribute values specified in the Find in Dataset field and any other attributes that you defined in the Identification Rule.

For example, if you specified BMC.ASSET in the Find in Dataset field and 'TokenId' != $\NULL$ AND'TokenId' = $TokenId$ in the Qualification field of the Identification Rule, search for the duplicate CIs using these values in the Datasetid and Tokenid fields on the BMC.CORE:BMC_BaseElement form.

2 Perform the following steps to determine the problem:

� Reexamine the Identification Rule to verify that the qualification that you specified fails to return unique CIs. If so, make appropriate corrections to the qualification.

� Examine the quality of data in the BMC.ASSET dataset. If you find multiple CIs in the dataset that represent the same CI instance in your environment, delete all other duplicate entries.

Only one CI must exist in the Find in Dataset with the specific dataset ID and reconciliation ID combination.

3 Run the Reconciliation Engine Identification activity to identify the CI.

Resolving multiple CI matches in the source dataset

A CI remains unidentified in the source dataset after an Identification activity, and the Reconciliation Engine log shows the message, The dataset ID and Reconciliation Identity combination is not unique.

This error might occur when:

� You use the Copy to New option on the Edit menu of BMC Remedy User to copy an existing identified CI.

� You use the Modify All option of BMC Remedy User to modify all CI instances and you include a value in the ReconciliationIdentity attribute.

� You create a new CI to represent a rediscovered object rather than unmarking a soft-deleted CI.

Figure 1-2 illustrates the overall steps you need to perform to troubleshoot the duplicate CIs in your source dataset issue.


Multiple CI match issues

Figure 1-2: Flowchart of troubleshooting duplicate CIs

� To resolve duplicate CIs in the source dataset

1 In the BMC.CORE:BMC_BaseElement form, search for the CI in the source dataset using the specific reconciliation ID and dataset ID.

The search might return more than one CI in the Source dataset with the same reconciliation ID and dataset ID.

2 If the search returns multiple CI records, determine whether any of them has been soft deleted. If so, delete the soft-deleted CI.

3 If the duplicate CI is not soft deleted, reexamine the Identification Rule to verify that the qualification that you specified fails to return unique CIs. If so, make appropriate corrections to the qualification.

4 Run the Reconciliation Engine Identification activity to identify the CI.

Start

Is“Mark as Delete”

=Yes?

ArePrimaryKey

values matching for the duplicate

CIs?

Identify the Primary Key attribute used to

maintain the link between CMDB and

the external database

Run RE job to merge with BMC.ASSET and

Purge from the provider dataset

No

The CIs are not duplicates in the source database

Yes

No

Yes

Confirm Import mechanism uses the

Primary Key to update CI in database rather than create a new one

Yes

In the source database,

are there two same CIs with different

PK values each?

Import mechanism should propagate MarkAsDeleted to

CMDB when the CI is deleted from the source database

No

Yes

Both CIsexist in the Source

database?

The Primary Key value should not change if it is used for linking BMC Atrium CMDB with the

external database

No



Merge activity issuesWhen you create a Merge activity in your reconciliation job, the Reconciliation Engine might generate errors if it finds erroneous endpoint information or if the job attempts to merge the same CIs multiple times.

This section explains the symptoms and solutions for such errors. For more information about Reconciliation Engine error messages, see Appendix D, “Reconciliation Engine error messages,” on page 163.

Missing endpoints during the Merge activity

The Reconciliation Engine fails to merge CIs during a Merge activity because of missing endpoint for a relationship. The error message displayed in the Reconciliation Engine log includes Cannot find the endpoint of relationship::<className>.

This error occurs if you manually modify a CI and fail to modify its relationship, causing data integrity issues.

� To resolve this issue

1 Reset reconciliation ID to 0 for all instances in the specific dataset.

2 Start the Identification and Merge activity.

CIs merge more than once during a Merge activity

During a Merge activity, the same CI seems to be merged more than once. The error message displayed on the Job History Console includes “Algorithm: Including child CIs and committing together.”

This error likely occurred because you selected Commit Together or Commit Separately for the Include Child CIs? option of the Merge activity but did not use a Qualification group to restrict the CIs to be merged. In this case, a child CI in a composite object is merged once on its own and once as part of the composite object.

To resolve this issue, select the Stand Alone option for the Include Child CIs option of the Merge activity or attach a Qualification group to the activity to exclude CIs that will also be merged as part of a composite object.


Performance issues

Performance issuesThe Reconciliation Engine might demonstrate performance issues if it finds that the number of threads you configured for the AR System server were insufficient or if the database settings that you specified were incorrect.

This section explains the symptoms and solutions for such errors. For more information about Reconciliation Engine error messages, see Appendix D, “Reconciliation Engine error messages,” on page 163.

Resolving Reconciliation Engine performance issues due to insufficient thread settings

When processing any type of activity, the Reconciliation Engine demonstrates performance issues. The Reconciliation Engine log file contains no more than one or two different thread IDs (TID). This indicates that the AR System server is not configured to use multi-threads.

This problem might occur if you have not configured the Reconciliation Engine to create multiple threads for different activities.


1 Log in to the BMC Atrium Core Console as an administrator, and click Reconciliation from the Application Launcher menu.

2 Click Edit Server Configuration on the toolbar and specify 390698 or 390699 in the RPC Socket field of the Server Configuration Editor window.

3 Click Save.

After you make the RPC Socket changes, the ar.cfg (ar.conf) configuration file is updated with the RE-RPC-Socket: 390698 or 390699 entry.

4 Log in to your AR System server with BMC Remedy User.

5 Open the AR System Administration: Server Information form in Search mode and click the Search button on the toolbar.

The Server Information for your AR System server is displayed.

6 Click the Ports and Queues tab.

The thread information for the server is displayed in the Server Queue table.

7 In the Server Queue table, increase the Max threads for any of the types of threads: Fast, List, or Private.

The threads that you specify here are used when processing activities. BMC recommends that you create CPU x 5 for the List queue and CPU x 3 for the Fast queue or CPU x 1.5 for the Private queue. After you increase the threads, the ar.cfg (ar.conf) configuration file is updated with an entry for each of the thread types, for example, Private-RPC-Socket: 390698 2 4.



WARNING If you assign too many threads, for example 10 or 15, for any of these types, it can cause a system resource issue. The number of threads you can assign for activities depends on the number of CPUs available in your computer and the number of connections the database can accept. To avoid the Reconciliation Engine from locking out any users, BMC recommends that you create 1.5 threads x # of CPUs where maximum number of threads configured is n-1 compared to the max fast or list thread.

Resolving Reconciliation Engine performance issues due to incorrect database settings

When processing any type of activity, the Reconciliation Engine demonstrates performance issues. If the Reconciliation Engine takes more time than usual to complete a job, make sure your database setting are correct.

This issue can occur because of any of the following reasons:

� The default cursor_sharing parameter in Oracle® 10g is set to “exact.”

� The Oracle database instance is allocated only a small amount of memory.

� SQL Server is allocated insufficient amount of space in the tempdb database.


1 In Oracle, set the cursor_sharing parameter to “force” or “similar” to boost performance by up to 30%.

2 Request your Oracle DBA to run Oracle Statspack.

This enables you to identify the database performance bottleneck.

3 Allocate extra dedicated disk space for the tempdb database in SQL Server.

4 Verify that:

� The attributes used in qualification are also indexed if you are using a qualification in the Identification Group.

� The index statistics are regularly updated.

5 Request your Oracle DBA to collect and analyze the Automatic Workload Repository (AWR) performance reports that were logged during the execution of the reconciliation job.


Chapter

2
BMC Atrium Core Console and Atrium widget issues
This section provides troubleshooting information about issues related to the BMC Atrium Core Console and Atrium Widgets, such as Atrium Explorer and Atrium Query. This section also provides a list of error messages with their descriptions and solutions.


� Troubleshooting Atrium widget issues (page 34)� Atrium Explorer issues (page 35)� Troubleshooting the mid tier (page 37)� Error messages (page 38)



Troubleshooting Atrium widget issuesThis section provides possible solutions for resolving Atrium widget issues.

� To resolve Atrium widget issues

1 Confirm whether you can access the following mid tier URL from a browser.

http://<midTierName>:<portNumber>/arsys

In some cases, Atrium widgets might work from the browser, but not in BMC Remedy User. This issue occurs when the mid tier path is not configured for the server in BMC Remedy User.

You must restart the mid tier after you install BMC Atrium Core. This ensures that all the required Atrium widget files are properly initialized.

2 Verify that you can access the mid tier from BMC Remedy User:

a In BMC Remedy User, open the AR System Administration: Server Information form.

b Click the Advanced tab and verify that the value in the Default Web Path field is correct.

c If the Default Web Path field is blank, add the value http://<midTierName>:<portNumber>/arsys

TIP To verify that the web path is correct, you should be able to view the Welcome window on the mid tier when you copy the URL in the Default Web Path field and paste it in a browser. If you encounter a Server Not Found error message, verify that the mid tier is working.

d Check whether you are able to log in to the mid tier.

If you receive an authentication error (ARERR[623]), see “Troubleshooting ARERR 623” on page 38. For additional mid tier troubleshooting steps, see “Troubleshooting the mid tier” on page 37.

3 Make sure that BMC Remedy Flashboards is working.

If a Server Not Found or Page Not Found error message is generated when you access the BMC Atrium Core Console, confirm whether you have installed the mid tier correctly. You must resolve this error before you proceed to the next step.

4 To verify that the Atrium Widgets are working, perform the following steps:

a Log in to the BMC Atrium Core Console.

If an error is generated when opening the BMC Atrium Core Console, see “Error messages” on page 38.

b Click Application Launcher > Explorer > Classes from the Navigation Pane.

You must be able to view the list of CI classes in the Navigation pane.


Atrium Explorer issues

Atrium Explorer issuesThis section provides troubleshooting information for common Atrium Explorer issues.

Table 2-1: Atrium Explorer issues and solutions (Sheet 1 of 2)

Issue/Error number Cause Solution

Send failed with the Atrium Explorer login screen.

If you reboot your computer on which you have installed the mid tier and the AR System server, the mid tier might start up before the AR System server is back online. This issue occurs if you have installed other BMC applications on the mid tier.

Restart the mid tier after the AR System server starts up.

Duplicate CI names in source datasets due to inconsistent default CI naming in the Atrium Explorer.

If you create new BMC_ComputerSystem CIs in a new View from the Atrium Explorer and save the CIs with the default value in the Name attribute, duplicate CIs are created in the source dataset.This issue occurs when you close the Atrium Explorer session after creating new CIs and then create CIs in a new session. Duplicate CIs in the source dataset will cause issues when you reconcile the new CIs with the BMC.ASSET dataset.

When you create new CIs in a View, change the value in the Name attribute.

The OK button is disabled when creating a new filter.

If you create a new filter from the Atrium Explorer and specify a name in the Filter Name field that is more than 32 characters long, the OK button is disabled (Grayed out). This issue occurs because the your Filter Name exceeds the maximum length allowed for the field. In such a case, the Filter Name text box is displayed with a Red border. This denotes that an error occurred. To view the error message, mouse over the Filter Name text box.

Make sure that the Filter Name does not exceed its maximum character limit.

SW00304034Mouse does not work for drop-down lists.[

If you use BMC Remedy User to access the Atrium Explorer, you cannot select items in a combo box by clicking them with the mouse.

To work around this issue:1 Click the selection list with the

mouse to open the list.2 Use the up and down arrow keys to

select the list item.3 Press the Enter key.



New classes, attributes, or other objects not visible in the Atrium Explorer.

This issue occurs if the cache memory on the mid tier is slow.

Flush the cache memory on the mid tier after you create new objects in the Atrium Explorer.

Error loading Federation Manager and Atrium Impact Simulator

This issue occurs on 64-bit Windows computers with a Tomcat based mid tier installation.

To troubleshoot this issue:1 Click Start > Run and type regedit.

2 In the Registry, locate the HKEY_LOCAL_MACHINE folder and go to SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\Tomcat5\Parameters

3 Verify whether the value in the Parameters key is set to path=C:\PROGRA~1\BMCThis path is incomplete.

4 If yes, set the Parameters key to path=C:\Program Files (x86)\BMC Software\AR Server\midtier\WEB-INF\lib.

Table 2-1: Atrium Explorer issues and solutions (Sheet 2 of 2)

Issue/Error number Cause Solution


Troubleshooting the mid tier

Troubleshooting the mid tier For the Atrium Widgets to work properly, the mid tier must be correctly configured and running. Any issues with the mid tier might result in Atrium widget errors. The following procedure provides the steps to resolve mid tier issues on a Windows computer.

For instructions about resolving mid tier issues on a UNIX computer, see the BMC Remedy Action Request System 7.6.04 Mid Tier Guide.

� To troubleshoot the mid tier

1 Make sure that the mid tier is installed.

An entry for the BMC Remedy Mid Tier must appear in the Add/Remove programs list on your Windows computer.

2 Depending on the application server you are using for the mid tier, perform the following steps:

a ServletExec—Choose NewAtlanta > Administration and verify that the ARSYS application is installed.

b Apache Tomcat—From the Control Panel on your Windows computer, verify that the Apache Tomcat service is started.

By default, this service uses port 8080. Perform the following steps to verify if Tomcat is set up correctly:

� Type http://server:8080 on your browser Address field. You should be able to view the application server home page.

� Verify if you have an arsys.xml file installed in your apache-tomcat\conf\Catalina\localhost subdirectory. If you do not view this file, reinstall the mid tier and the Apache Tomcat application server.

TIP To restart the application server, either stop the Apache Tomcat service or use Microsoft IIS administration to stop the ISAPI plug-in. ServletExec is usually installed as an ISAPI plug-in.

3 Launch any of the Atrium Widgets to verify that it is working.

If the Atrium Explorer is not working, see “Troubleshooting Atrium widget issues” on page 34 for troubleshooting steps.



Error messages This section provides a list of error messages that might be generated when you access BMC Atrium Core Console or Atrium Widgets.

Troubleshooting ARERR 9280You are attempting to connect to a server that is not configured in the AR System server list.

The error message is Mid tier authentication error.

� To troubleshoot ARERR [9280]

Perform the following steps to resolve this issue:

1 Make sure that the server name you specify in the server name field exists in the mid tier AR System server list.

2 Verify that adding a short name, such as RoboServer and a fully qualified name, such as RoboServer.mydomain.com works.

Troubleshooting ARERR 623The login credentials that you specified for the mid tier might be incorrect.

The error message is Server not present in the configured servers list <serverName>.



1 From the Start menu, choose Programs > Action Request System > BMC Remedy Mid Tier > Configure ARSYSTEM on localhost.

2 Enter the password in the BMC Remedy Mid Tier - Configuration Tool login window.

3 Click the AR Server Settings link.

4 Check DELETE/EDIT for your server in the AR Server Settings table and click Edit.

5 Enter your mid tier administrator password in the Admin Password field.

6 The password you specify on this window must match with the password in the Connections Settings tab of the BMC Remedy AR System Administration: Server Information form.

7 For more information about configuring mid tier password settings, see the BMC Remedy Action Request System 7.6.04 Mid Tier Guide.


Error messages

Troubleshooting ARERR 9391This error might occur if you did not specify the correct password or Data Visualization Module server name in the mid tier, or if you did not install BMC Atrium Core on the Data Visualization server.

The error message is No module with name “AtriumWidget” was found in the following configured module server [<serverName>].


To resolve this module name not found error:

� If no server name was specified in the error message, provide a server name in the Data Visualization Module Server (s) field on the General Settings page in the BMC Remedy Mid Tier Configuration Tool.

� Make sure that BMC Atrium Core is installed on the server that you specified in the Data Visualization Module Server (s) field.

� Make sure that the password that you provided on the AR System Server Settings window for the specified server matches the password in the Connections Settings tab of the BMC Remedy User AR System Administration: Server Information form.


Chapter

3
Atrium Integrator issues
This section describes the steps that you can take to debug and troubleshoot errors that might occur when you execute a data transfer job.


� Troubleshooting Atrium Integrator console issues (page 42)� Troubleshooting errors displayed in Spoon (page 46)� Location of log files (page 46)� Error connecting to a Microsoft SQL Server database using Windows

Authentication in Spoon (page 47)



Troubleshooting Atrium Integrator console issues

This section describes how you can troubleshoot some common Atrium Integrator console issues.

Job fails to run If the Job Name in the left side of the Atrium Integrator console is in red and has a

next to it, the job failed to run.

� To troubleshoot a job that failed to run

1 In the Atrium Integrator console, select the failed job.

2 In the History tab, click next to the last run of the failed job.

3 Click Logging details (below the Job Run Details area).

Figure 3-1: Logging Details in the Atrium Integrator console

4 In the Logging Details area, click View Log Details .

The log file appears.

View Log Details button



Figure 3-2: Log file in the Atrium Integrator console

5 Click Export to File and save the log file to the desired location.

6 If the log file does not contain enough information for you to debug the error, open the job in Spoon. For information on opening a job in Spoon, see Chapter 5, “Editing jobs and transformations.”

7 Click Run .

8 In the Execute a job dialog box, change Log level to Rowlevel (very detailed).

9 Click Launch to run the job.

10 After the job completes running, follow the steps in “Troubleshooting errors displayed in Spoon” on page 46.

Job not displayed on the Atrium Integrator consoleIf a job was created successfully through the Integration Job Builder wizard but does not appear on the Atrium Integrator console, consider the following possible causes:

� The CMDB plugin might not be available on the server on which you installed the Spoon application.

� Some .jar files might be missing.

� To troubleshoot Atrium Integrator console issues

1 Open the following file:

AtriumCoreInstallationDirectory\cmdb\plugins\shared\pluginsvr_config.xml

NOTE If the pluginsvr_config.xml file does not exist at this location, you may need to reinstall Atrium Integrator. For more information, see the BMC Atrium Core 7.6.04 Installation Guide.

2 Ensure that the pluginsvr_config.xml file contains the following entry:

BMC.ARDBC.ATRIUM.NGIE



3 Ensure that all the .jar files listed in the BMC.ARDBC.ATRIUM.NGIE section exist at the specified locations.

Job not running from the Atrium Integrator consoleYou can run a job from the Atrium Integrator console only if the Carte server is running. When you install the Atrium Integrator server, Carte is automatically installed on the same computer, and runs in the background. However, if you restart the operating system, you might have to start the Carte server manually.

� To view the Carte server details

1 In the BMC Remedy User tool on the computer where you have installed the Atrium Integrator server, open the NGIE:Config form and click Search.

The repository and Carte details are displayed.

Figure 3-3: NGIE:Config form

2 The Dir Path field displays the location of the Carte.bat file.

� To verify that the Carte server is running by using the command line

1 In a command line window, navigate to the location of the JDK on your computer. For example:

C:\Program Files\Java\jdk1.6.0_12\bin

2 Type jps.



The Carte server details are displayed.

� To verify that the Carte server is running by using a browser

1 In a browser window, type:

http://HostName:PortNumber

HostName is the host name of the computer where the Atrium Integrator server is installed, and PortNumber is the number displayed in the Port field of the NGIE:Config form.

2 Click Enter.

3 Log in using cluster for the user name and the password.

4 In the Status window, click Show status.

The status of the jobs and transformations that have been run from the Atrium Integrator console are displayed.

5 Click on a job to display the log details.

� To start the Carte server manually

1 In a command line window, navigate to the following directory:

AtriumIntegratorInstallationDirectory\server\data-integration\

2 Type Carte.bat HostName portNumber.

HostName is the host name of the computer where the Atrium Integrator server is installed, and PortNumber is the number displayed in the Port field of the NGIE:Config form. For example, you might type:

Carte.bat aus-idd-w28r2-vm1 20000

3 Click Enter.

The Carte server is started.



Troubleshooting errors displayed in SpoonWhen you run a job or transformation in Spoon, the Execution Results area in the Spoon window displays the results.

� To troubleshoot Spoon errors

1 In the Execution Results area, click Refresh to get the latest results.

Figure 3-4: Execution Results area in the Spoon window

2 Click the Logging tab.

3 Click Show error lines .

The job or transformation errors are displayed.

4 To get more information about the errors, double-click the Error logging step.

The text file output dialog box displays the location of the error file in the Filename field.

5 Open the specified file to see the error details.

Location of log filesIf you are running the Tomcat web server, the Atrium Integrator console log files are located in the following directory on the computer where you installed the mid tier:

C:\Program Files\Apache Software Foundation\Tomcat 6.0\logs\stdout_currentDate.log

The error files for each job or transformation that you run are located in the following directory:

AtriumIntegratorInstallationDirectory\server\data-integration\ngie\bin\error\jobName_transformationName_Error.txt


Error connecting to a Microsoft SQL Server database using Windows Authentication in Spoon

Error connecting to a Microsoft SQL Server database using Windows Authentication in Spoon

On a 32-bit JVM, Windows Authentication when connecting to a Microsoft SQL Server in Spoon works properly. But, Windows Authentication displays an error on a 64-bit JVM. Use the following steps to fix the error.

1 Navigate to the following directory:

AtriumIntegratorInstallationDirectory\server\data-integration\libswt\win32

2 Rename the ntlmauth.dll file as ntlmauth_32.dll.

3 Navigate to the following URL:

http://sourceforge.net/projects/jtds/files/jtds/1.2.5/jtds-1.2.5-dist.zip/download

4 Download the jtds-1.2.5-dist.zip file and unzip it.

5 Copy the \jtds-1.2.5-dist\x64\SSO\ntlmauth.dll file to the AtriumIntegratorInstallationDirectory\server\data-integration\libswt\win32 directory.

6 Close the Spoon window.

7 Launch Spoon.

8 Open your job or transformation.

9 Double-click the table input step.

10 Click New (next to the Connection field).

11 In the Database Connection dialog box (General tab), specify appropriate values for the following fields:

� Connection Name

� Host Name

� Database Name

� Port Number

12 Click the Options tab.

13 In the Parameter column, enter domain and in the Value column, enter the domain of the database server.

14 Click Test to ensure that the database connection is valid.

15 Click OK.


Chapter

4
BMC Atrium Integration Engine issues
This section provides information about troubleshooting various BMC Atrium Integration Engine issues, such as data exchange, data mapping, and other common issues.


� Troubleshooting data exchange issues (page 50)� Data exchange error messages (page 51)� Server groups incorrectly used when triggering data exchanges (page 53)� Troubleshooting Run Now, Verify, or Test Connection buttons not responding

(page 53)� Troubleshooting data mapping issues (page 54)� BMC Atrium Integration Engine service issues (page 55)� SQL adapter not working in UNIX or Linux environment (page 57)� Instance management issues (page 57)� Rule Helper does not populate views and tables (page 61)� BMC Atrium Integration Engine RPC port error (page 62)� Displaying new attributes in the Data Field Mapping window (page 62)� Data exchanges not running correctly after you upgrade BMC Atrium

Integration Engine on BMC Remedy AR System where the database was restored from another environment (page 63)



Troubleshooting data exchange issues Your data transfer might fail if the data exchange definitions are not configured correctly. Use the following steps to troubleshoot common data exchanges issues.

� To troubleshoot data exchange issues

1 If BMC Atrium Integration Engine does not generate a debug file, verify whether you enabled debugging by selecting Yes for the Enable Debug Logging option on the Advanced Settings tab of the Data Exchanges Information window.

Running BMC Atrium Integration Engine in debug mode generates a debug file that you can use to diagnose issues. For more information about setting fields on the Advanced Settings tab of the Data Exchanges Information window, see the BMC Atrium Integration Engine 7.6.04 User’s Guide. For information about data exchange errors, see “Data exchange error messages” on page 51.

2 On the Data Mappings tab of the Data Exchange Console, make sure that the data exchange is linked to at least one data mapping. Otherwise, the data exchange will not be executed.

3 Before you run the data exchange, confirm that your data exchange is configured correctly by using the Verify button on the Data Exchange Console. If you encounter data exchange performance issues, make sure that your system has enough memory, according to the following formulas:

� To estimate memory for a first time transfer, use this formula:

Number of data keys per exchange * 1.2 KB * Number of records in vendor data

For example, you have three data keys in your exchange and 10,000 records in your external data store: 3 * 1.2 KB * 10,000 = 36000 KB or 36 MB

� To estimate memory if updating records, use this formula:

Number of data keys per exchange * 1.2 KB * Number of records in vendor data + Number of records in AR target form

For example, you have three data keys in your exchange, 10,000 records in your external data store, and 11,000 records in your BMC Remedy Action Request System Server (BMC Remedy AR Server) target form: (3 x 1.2 KB * 10,000) + (1.2 KB * 11,000) = 49200 KB or 49.2 MB

If your system does not have sufficient memory, create multiple data exchanges with a query to reduce the number of records transferred at one time.

4 Verify that 8-bit characters are used in the external data store user name and password. You must use only 8-bit characters in English strings.

5 If you cannot verify a data exchange because the Data Exchange button froze at the Get Results stage, perform the following steps:

a On the top-right corner of the BMC Atrium Integration Engine Console, click the Close link to close the form.

b Reopen the Data Exchange form.


Data exchange error messages

6 If you triggered a data exchange by using the Application Pending form or the aiexfer workflow utility, and the data exchange does not occur, perform the following steps:

a Open the data exchange in the BMC Atrium Integration Engine Console.

b Change the Execute Exchange As option to Event Driven Only.

c Verify that the record appears in the Application Pending form with a Pending status.

d Restart the AIE service.

e Verify that the status of the record changes to Deleted in the Application Pending form.

f If logging is enabled, you can review the exchange log in the debug directory.

Data exchange error messagesWhen configuring and running data exchanges, you might encounter data handling, database connectivity, and AR System filter and active link errors.

Troubleshooting a data handler errorThis error occurs if the library path for UNIX or Linux® refers to an invalid data store location.

Error code—Data Handler failed to load.

� To troubleshoot a data handler error

Perform the appropriate action depending on the database you installed:

� IBM® DB2®—Verify the AIE_DB2_LIB_DIR path in the instance script, such as aie001.

� Oracle—Verify the AIE_ORACLE_LIB_DIR path.

Troubleshooting an Atrium Integration Engine connection errorThis error occurs when BMC Atrium Integration Engine is unable to connect to the external data store during a data exchange.

Error code—Error: Adapter.OpenConnection completed with errors issued. StartDataHandlers: Vendor Data Handler failed to start.

� To troubleshoot a Atrium Integration Engine connection error

1 Verify that you specified the correct AR System server user name and password.



2 Test the external data store connection by using the Test Connection button on the Connection Settings tab before you trigger the data exchange. For more information about setting fields on the Connection Settings tab of the Data Exchanges Information window, see the BMC Atrium Integration Engine 7.6.04 User's Guide. Troubleshooting ARERR 39

This error occurs when the aiexfer workflow utility generates a delayed response in executing the request.

Error code—Error: ARERR [39] Filter/escalation ‘set fields’ process timed out before completion. Set fields active link running a process failed (ARERR 1603).

� To troubleshoot an ARERR 39 error message

1 From BMC Remedy User, go to AR System Administration Console > System > General > Server Information > Timeouts.

2 Increase the Process Timeout setting for the AR System server. The default value for the Timeout setting is 5 seconds.

Troubleshooting ARERR 341This error occurs when the BMC Atrium Integration Engine process cannot find the aiexfer workflow utility.

Error code—Error: ARERR [341] Cannot run the requested process. Set fields active link running a process failed (ARERR 1603).

� To troubleshoot an Atrium Integration Engine aiexfer error

1 Verify whether the installer copied the aiexfer utility in the AR System installation directory.

2 If not, verify whether BMC Atrium Integration Engine was successfully installed.

Troubleshooting Oracle database connection issueIf the data exchange that you scheduled does not yield any results, the cause might be incorrect database settings.

Error code—ORA-12514: TNS:listener does not currently know of service requested in connect descriptor

� To troubleshoot incorrect database settings

1 Examine the BMC Atrium Integration Engine debug file and search for any database errors.

2 If you encounter an ORA-12514 issue in the debug file, examine the TNSNAMES.ora file.

3 Search for the service name for the appropriate SID.


Server groups incorrectly used when triggering data exchanges

4 If the SID for the service specified in the TNSNAMES.ora file does not match with the SID on the Connection Settings tab in BMC Atrium Integration Engine, change the name on the Connection Settings tab.Verify that the Oracle listener service is running on the Oracle database computer by running the lsnrctl command.

5 After you correct the database connectivity parameters for Oracle in the BMC Atrium Integration Engine, test the Connection again.

Server groups incorrectly used when triggering data exchanges

If the Data Exchange that you scheduled is not triggered on the correct server in a server group environment, your connection settings for the Data Exchange might be incorrect. Data Exchanges should connect to the Server Group Alias, and not to a specific server.

� To set the correct server in the server group for a data exchange

1 Open the Connection Settings tab on the Data Exchange Console.

2 Verify that the AR System server specified for the data exchange is the name of the Server Group Alias and not the name of a particular server group computer (for example, MyServer).

For server groups, the data exchange must point to the Server Group Alias. Otherwise, the priority rankings that you set for a specific service in a server group environment will not take effect. These rankings are set on the AR System Server Group Operation Ranking form.

Troubleshooting Run Now, Verify, or Test Connection buttons not responding

When you click the Run Now, Verify, or Test Connection buttons on the Data Exchange console, BMC Atrium Integration Engine might not respond due to:

� Installation issues with BMC Atrium Integration Engine

� Issues with the port that you configured for BMC Atrium Integration Engine

� Issues with the aiexfer workflow utility

� To troubleshoot issues with the Run Now, Verify, or Test Connection buttons

1 Verify whether the installer copied the aiexfer utility in the AR System installation directory.

2 If the utility is not copied, verify whether BMC Atrium Integration Engine was successfully installed.



3 Verify whether the BMC Atrium Integration Engine instance that is executing the current data exchange is running.

4 From the AIEInstallationDirectory/debug folder, open the AIEInstance_EventListener.dbg file and make sure that the BMC Atrium Integration Engine instance is listening to the port that you configured for it.

5 From BMC Remedy User, go to AR System Administration Console > System > General > Server Information > Timeouts and increase the Process Timeout setting for the AR System server.

Troubleshooting data mapping issues Use the following procedure to troubleshoot data mapping issues with the BMC Atrium Integration Engine.

� To troubleshoot data mapping issues

1 If all your records are not transferred to the destination data source and no errors are generated in the data exchange debug file, verify that you are using the correct data key for the primary key mapping.

The primary key field for the data exchange, which is specified on the Primary Key Mapping tab of the mapping consoles for AR System, BMC Atrium CMDB, and Relationship data exchanges, must have unique values.

NOTE AIE:DataMapping and AIE:CMDBDataMapping are backend forms used to store data. You must use the AIE:MappingInfo form where the primary key mapping can be referred.

2 Verify that the BMC Remedy AR System or BMC Atrium CMDB data field size is large enough to accommodate the data. Otherwise, you might receive AR System API or BMC Atrium CMDB API error messages.

For example, in BMC Atrium Integration Engine, if a field is created to hold the contents of a functional location number, such as 0001-001-AA-01, the size of that field must be at least the size of the largest possible value.

3 Verify that you specified default values set for the BMC Atrium Integration Engine required and core fields. Otherwise, you might receive AR API or CMDB API error.

For example, in case of CMDB Data Mapping, you must map fields, such as Name and DatasetId.

4 If you configured rules to manipulate the data from the data source, make sure that you use them correctly.

Your data exchange might stop abruptly if the data mapping rules are violated. For more information about data mapping rules, see the BMC Atrium Integration Engine 7.6.04 User's Guide.


BMC Atrium Integration Engine service issues

5 Make sure that you have not selected any systemGenerated numbered fields for your data mappings.

When you check the following options and select systemGenerated from the menu list on the corresponding console forms for AR System, the options generate a numbered field:

� Maintain Change History for Fields—The field must be of the Diary data type.

� Update Record Only if Checksum for Mapped Field Has Changed—The field must be of the Integer data type.

BMC Atrium Integration Engine service issues This section provides information about resolving the BMC Atrium Integration Engine service issues.

AR System server stopped when running the BMC Atrium Integration Engine service on UNIX

If you use the same terminal window as the AR System server to start and stop the BMC Atrium Integration Engine service, the AR System server disconnects abruptly. The system displays the following error message when you type the (Ctrl+C) command to stop the BMC Atrium Integration Engine service:

390600: Another copy of the server is already running on the same RPC socket

390600: AR System server terminated -- fatal error encountered

� To avoid stopping the BMC Atrium Integration Engine service

� Use different terminal windows to start the AR System server and the BMC Atrium Integration Engine service.

� To start the service in the background, type ./AIEInstanceId start parameters, and to stop the service, type ./AIEInstanceId stop, where AIEInstanceId is the ID associated with a particular instance of BMC Atrium Integration Engine. For example, aie001 might be the ID associated with the first instance of BMC Atrium Integration Engine that you install.

TIP If you have more than one instance of BMC Atrium Integration Engine installed on your computer, make sure that your data exchange is using the correct instance ID.

Troubleshooting a stopped BMC Atrium Integration Engine service after a password change

If the BMC Atrium Integration Engine service stopped running after you changed the password for your user name, perform the following steps.



� To troubleshoot the password change issue

1 In BMC Remedy User, type CTRL+O to open the Object List window and search for the User form.

2 Open the User form in Search mode and click Search to view your user name details.

3 Reset the password for your user name and click Save.

4 From the command prompt, navigate to the service\bin subdirectory of your BMC Atrium Integration Engine installation.

5 Run the aiecfedit utility with the following command-line parameters to change the BMC Atrium Integration Engine password in the aie.cfg configuration file:

� -l userName—The user name for which you want to change the password.

� -p password—The password to reset for the user name.

� -y AIEInstallDirPath—If you did not choose the default path during installation, specify the BMC Atrium Integration Engine installation directory.

6 On the BMC Atrium Integration Engine Console, click the Configuration Integration Engine Application Console link.

7 In the Admin Password field, specify the new password.

8 Save the changes and restart the BMC Atrium Integration Engine service.

Troubleshooting a fatal BMC Atrium Integration Engine service error If the BMC Atrium Integration Engine service stopped responding due to a fatal error and the AIEServiceInstance_eiemain.dbg log file contains the entry, A fatal setup error occurred. The service cannot run until it is corrected. (EIEMSG 3317), perform the following steps.

This error occurs when BMC Atrium Integration Engine cannot transfer data. When the value in the ChunkSize parameter is reduced, BMC Atrium Integration Engine collects data in smaller chunks and avoids overloading AR System and BMC Atrium CMDB.

� To troubleshoot BMC Atrium Integration Engine service EIEMSG 3317 fatal error

1 Examine the dataexchange.dbg file for any size errors, such as the following entry:CMDBGetListIntances Error: (120149) Size: 5379225, Type: calloc, Source File: .\aroscinstanceutil.cpp, Line Number: 2012.

2 If the error occurred due to a size issue, make sure that the value specified for the ChunkSize parameter in the aie.cfg file is less than 50000.

A size error might occur when BMC Atrium Integration Engine cannot transfer data. When the value in the ChunkSize parameter is reduced, BMC Atrium Integration Engine collects data in smaller chunks and avoids overloading AR System and BMC Atrium CMDB.


SQL adapter not working in UNIX or Linux environment

SQL adapter not working in UNIX or Linux environment

The BMC Atrium Integration Engine can integrate data from the MS SQL Server. To communicate with SQL Server, the BMC Atrium Integration Engine uses the SQL OLEDB APIs, which are proprietary to Microsoft. These APIs are not supported on UNIX or Linux.

To access Microsoft SQL Server from a UNIX computer, write a custom adapter using the Adapter Developer Kit provided with the BMC Atrium Integration Engine, and any third-party driver.

Instance management issuesWhen you use the Instances Console in the BMC Atrium Integration Engine to create, delete, start, or stop an instance service, you might encounter issues due to the following reasons:

� Error creating, deleting, starting, or stopping instances—might occur if the BMC Atrium Integration Engine service encountered a connection issue.

� Generates a timeout error before completing the process—might occur if the connection to the server takes longer than the timeout period specified in the AR System Administration Console.

� In a server group environment, creates the instance on primary server but not on secondary server—might occur if the primary and secondary server settings are incorrect.

� Fails to update the Instance Console even though the instance is successfully created, deleted, started, or stopped—might occur if the AR System server does not respond.

NOTE To run the aiexfer utility in a server group environment, access it from the primary server.



To enable logging when executing instance management commands, you need to use the command line prompt. Table 3-1 lists the commands that you can use with the aiexfer utility.Table 4-1: Aiexfer command line parameter descriptions (Sheet 1 of 2)

Command Description

-CI/-DI/-START/-STOP

The type of instance management command to execute:� CI—Create an instance� DI—Delete an instance� START—Start an instance� STOP—Stop an instance

-n The alias name of the instance

-t The type of start up for the aiexfer utility:� 3—Manual� 2—Automatic

-l The user name for the AR System server login.

-p The password for the AR System server login.

-x The name of the AR System server to use.

-a The host name of the BMC Atrium Integration Engine instance.

-rpcport The RPC port number to use.

-inst (optional) The internal name of the BMC Atrium Integration Engine instance. This name is needed only for remote installations.

-os The operating system on which the BMC Atrium Integration Engine is installed:� Windows� UNIX

-ir (optional) The status of the instance (whether running) specified in the -inst parameter:‘YES’—If running ’NO’—If not runningThis name is needed only for remote installations.

-d (optional) Enable detailed logging for the instance management commands.

-path (optional) The location of the BMC Atrium Integration Engine installation directory. Include the path up to the service subdirectory in the installation directory, for example, D:\Program Files\BMC Software\AtriumCore\aie\service

-noi Number of instances; the value is always 1

-del For delete operations. Combine the AIE hostname and Internal instance name. Separate AIE hostname and Internal instance name with a comma.


Instance management issues

Although the -path parameter is optional, include it in the aiexfer command to specify the exact BMC Atrium Integration Engine installation directory. Otherwise, the BMC Atrium Integration Engine might use an incorrect installation directory value that is specified in the ATRIUMCORE_HOME environment variable.

The following code constructs show examples of the aiexfer parameters to use with the create, delete, start, and stop instance management commands.

Example 1: Creating an instance

aiexfer -CI -noi "1" -n "aie" -t 3 -l "Demo" -p "" -x "vm1-w23-prem10" -a "VM1-W23-PREM10" -rpcport "0" -inst "ARS_VM1-W23-PREM10(0)_EIE_VM1-W23-PREM10_Inst_006" -os "WINDOWS" -ir "No" -d

Example 4: Deleting an instance

aiexfer -DI -del "VM1-W23-PREM10,ARS_VM1-W23-PREM10(0)_EIE_VM1-W23-PREM10_Inst_006;" -l "Demo" -p "" -x "vm1-w23-prem10" -a "VM1-W23-PREM10" -rpcport "0" -d

Example 2: Starting an instance

aiexfer -START -st "VM1-W23-PREM10,ARS_VM1-W23-PREM10(0)_EIE_VM1-W23-PREM10_Inst_007;" -l "Demo" -p "" -x "vm1-w23-prem10" -a "VM1-W23-PREM10" -rpcport "0" -d

Example 3: Stopping an instance

aiexfer -STOP -stp "VM1-W23-PREM10,ARS_VM1-W23-PREM10(0)_EIE_VM1-W23-PREM10_Inst_007;" -l "Demo" -p "" -x "vm1-w23-prem10" -a "VM1-W23-PREM10" -rpcport "0" -inst "ARS_VM1-W23-PREM10(0)_EIE_VM1-W23-PREM10_Inst_007" -d

-st For start operations. Combine the AIE hostname and Internal instance name. Separate AIE hostname and Internal instance name with a comma.

-stp For stop operations. Combine the AIE hostname and Internal instance name. Separate AIE hostname and Internal instance name with a comma.

Table 4-1: Aiexfer command line parameter descriptions (Sheet 2 of 2)

Command Description



Troubleshooting instance management issuesUse the following procedure to troubleshoot instance management issues.

� To troubleshoot instance management issues

1 Enable detailed logging for your instance management commands.

For more information about how to use the instance management commands from the command line prompt and how to enable detailed logging, see Table 3-1.

2 If you are connecting to the BMC Atrium Integration Engine service on a remote computer, verify that the service is running.

You can view the instance name and port number in the aiexferutil.out log if you have enabled detailed logging.

3 If you installed BMC Atrium Integration Engine in a server group, perform the following steps:

a From BMC Remedy Administrator, open the EIE:BackUpLoadFlag form.

b Clear the Hide check box in the Properties dialog for the Internal Instance Name, Host, and IsPrimaryServer fields.

c From BMC Remedy User, open the AIE:BackUpLoadFlag form in Search mode and search for all BMC Atrium Integration Engine service instances.

d Verify that all host computers in the server group have the same values in the Internal Instance Name field.

The internal instance names of all host computers should be the same.

e Verify that only one of the host computers in the server group has the IsPrimaryServer flag is set to “Yes”.

All other host computers in the server group should have a value of “No” in the IsPrimaryServer field.

4 From BMC Remedy User, go to AR System Administration Console > System > General > Server Information > Timeouts and increase the Process Timeout setting for the AR System server.

The default value for the Timeout setting is 5 seconds.

5 As a workaround, execute your instance management commands from the command line prompt.

For more information about how to use the instance management commands from the command line prompt, see Table 3.1.


Rule Helper does not populate views and tables

Rule Helper does not populate views and tables

When you specify the connectivity parameters on the Database Field Menus Console of the Configuration tab and click the Load Tables & View Names button, the tables and views might not be populated.

This issue might occur if the Rule Helper Utility encounters database connectivity problems or incorrect information, such as incorrect values for the database name, SID, Alias, login name, or password.

� To troubleshoot the missing required tables and views

1 From BMC Remedy User, go to Tools > Options > Logging.

2 Select the Active Link logging option to activate client-side logging.

3 From the Database Field Menus Console, click the Load Tables & View Names button.

4 From BMC Remedy User, go to Tools -> Options -> Logging, deactivate logging, and open the log file created.

5 Search for the following string in the log file.

<ACTL> Process: rlshelper -ax ... -ar "..." -al "..." -ap "..." -os ... -ol ... -op "..." -od ... -to <ACTL> Success

NOTE The parameters displayed in the log file might vary depending on the adapter used.

For more information about using different adapters with BMC Atrium Integration Engine, see the BMC Atrium Integration Engine 7.6.04 User's Guide.

6 Note the command that appears before the string: -ax ... -ar "..." -al "..." -ap "..." -os ... -ol ... -op "..." -od ... -to.

7 From the command prompt, go to the Bin subdirectory of your BMC Atrium Integration Engine installation directory.

In the bin directory you will find the rule helpers binaries.

8 Run the command that you noted in step 6.

9 If the command runs successfully, go to the Database Field Menus Console and click on the Refresh Table List button.

You should be able to view the Database Field Menus. For information about populating a table or table fields from external datastores, see the BMC Atrium Integration Engine 7.6.04 User's Guide.

10 In the command that you noted, replace the password variable with a text string to verify that it is not an encryption issue.



BMC Atrium Integration Engine RPC port error If you receive an RPC port error, confirm whether BMC Atrium Integration Engine is using any port numbers reserved for BMC Atrium CMDB. For more information about the BMC Atrium CMDB reserved port numbers, see the BMC Atrium Integration Engine 7.6.04 User's Guide.

If any of the BMC Atrium CMDB APIs fail, verify that you can call the same function with the cmdbdriver program. If the function fails using the cmdbdriver program, check for errors in the AR System server and BMC Atrium CMDB log file. For more information about AR System and BMC Atrium CMDB logging, see Chapter 7, “Using logs to troubleshoot issues,” on page 93.

Displaying new attributes in the Data Field Mapping window

If you added an attribute for a class in BMC Atrium CMDB and the new attribute does not appear on the Data Field Mapping window, perform the following steps.

� To display newly added BMC Atrium CMDB attributes on the Data Field Mapping window

1 In BMC Remedy User, open the Object List and search for the AIE:FieldNames form.

2 Open the form in Search mode and click Search on the toolbar.

3 Select the BMC Atrium CMDB class to which you added attributes.

4 Delete the new attributes from the AIE:FieldNames form.

5 Save the AIE:FieldNames form and open the specific mapping from the CI Class Mapping Console.

The attribute list on the Data Field Mapping table is refreshed.


Data exchanges not running correctly after you upgrade BMC Atrium Integration Engine on BMC Remedy AR System

Data exchanges not running correctly after you upgrade BMC Atrium Integration Engine on BMC Remedy AR System where the database was restored from another environment

If you restore a BMC Remedy AR System database on a computer from another environment, and then upgrade BMC Atrium Integration Engine, existing data exchanges may not run correctly as they may point to the old AIE instances. To fix this issue, clean the old AIE instances and ensure that the data exchanges point to the new AIE instances.

� To clean old AIE instance entries

1 In BMC Remedy User, open the Object List and search for the AIE:backUpLoadFlag form.

2 Open the form in Search mode and click Search on the toolbar.

3 Delete the AIE instance entries belonging to the old AIE setup.

4 Save and close the AIE:backUpLoadFlag form.

� To assign the correct instance to data exchanges

1 Open the AIE Console.

2 Select a data exchange and click Open.

3 In the Instance Name field, select the new AIE instance.

4 Click Save.

5 Click Close.

6 Repeat steps 2 through step 5 for each data exchange.

Data exchanges are now executed correctly.


Chapter

5
Other BMC Atrium Core issues
This section provides troubleshooting information about miscellaneous issues, such as, auditing, class form generation, permissions, and federation interface issues.


� Class form generation issues (page 66)� Troubleshooting auditing issues (page 68)� Federation issues (page 69)� Data Visualization Form module issue (page 72)� Data decompression issue in cmdbdriver (page 73)� Verifying version information for BMC Atrium CMDB components (page 73)� Business service CIs not available in the Service Catalog issue (page 74)� Web services startup issue (page 75)� Troubleshooting BMC Atrium Core configuration issues (page 75)� Atrium Impact Simulator issues (page 78)� BMC Atrium CMDB permission issues (page 79)� Troubleshooting a failed data model change (page 80)



Class form generation issuesThis section provides troubleshooting information about the Sync-UI utility that enables you to synchronize forms in BMC Atrium CMDB with other BMC applications. For more information about generating forms for other applications, see the BMC Atrium CMDB 7.6.04 Administrator's Guide.

Troubleshooting CMDB Sync-UI command issuesWhen you synchronize the BMC Atrium Core class forms with the forms in other applications by using the Sync-UI command, you might encounter errors, such as a missing entry in the Application Pending form, or corresponding BMC Atrium Core forms not created in the other application. Use the following procedure to troubleshoot these issues.

For more information about generating forms for other applications, see the BMC Atrium CMDB 7.6.04 Administrator's Guide.

WARNING Do not open the updated forms in BMC Remedy Developer Studio when synchronization is in progress. The AR System server uses the Admin thread to open forms and perform the synchronization process. Therefore, if you try to open forms during the synchronization process, you might encounter performance issues and the data in the forms might be incomplete.

� To troubleshoot CMDB Sync-UI issues

1 When you create a class in BMC Atrium CMDB, verify that a record is created in the SHR:SchemaNames form.

2 After you click the Update Asset UI button, verify that a record is created in the Application Pending form.

3 Verify that the arcmdbd server process is running.

TIP To view the processes that are running on a Windows computer, open the Task Manager and click Processes. On UNIX, type the ps -ef command at the UNIX prompt.

4 Examine the arerror.log file for any errors logged for the arcmdbd server process.

For more information about arerror.log, see “AR System server logging” on page 117.

5 Verify that the record in the Application Pending form is deleted.

After the arcmdbd server process starts, it deletes the record.


Class form generation issues

6 Examine the output in the CMDBSynchronizeUI_integer.log file.

A log file using this naming convention is created when the user interface in the BMC Remedy Asset Management application is updated. This log file is located in the program files\ARSystem\Arserver\db subdirectory of your installation directory.

TIP If you do not see an “Application UI synchronization completed” entry in the log file, the operation is still in progress.

7 Verify that the libcmdb2asset.sl/.sl/.dll file is in the same directory as the arcmdb server process.

8 If the synchronization process was not successful, view the arapi.log or arsql.log file for detailed information about any errors that might have occurred.

You can enable the API and SQL logging options from the AR System Administration: Server Information > Log Files tab in BMC Remedy User. On Windows, these logging options create the log files under the program files\ARSystem\Arserver\db subdirectory of your installation directory by default. On UNIX, they are created under serverInstallationDirectory/db. You can change their file names and location at any time.

About warnings generated when synchronizing BMC Atrium CMDB forms with other BMC applications

When you synchronize forms in BMC Atrium CMDB with other BMC applications, such as BMC Remedy Asset Management, you might receive warnings as listed:

{DATE TIME] [WARNING] [TID: 00000n] : Could not create Field: FIELD_NAME on form FORM_NAME on server: SERVER[DATE TIME] [WARNING] [TID: 00000n] : Message: Field does not exist on current form - nnnnnnnn

These warnings, which are recorded in the CMDBSynchronizedUI.log, indicate that the resulting UI form has a missing field. However, you can safely ignore these warnings if the field meets the following conditions:

� The field does not correspond to an attribute defined by the superclass

� The field corresponds to an attribute defined by a categorization class.

In such cases, the SyncUI process finds fields defined by a categorization class on the parent form. You should not create these fields on the UI form because they are not defined by the super class.



Troubleshooting auditing issues If you do not see any audit history for your class definitions even though you have configured the correct audit options, perform the following procedure to troubleshoot the issue. For information about how to use the auditing feature, see the BMC Atrium CMDB 7.6.04 Administrator's Guide.

� To troubleshoot Copy Auditing issues

Verify that the audit form exists in BMC Remedy Developer Studio. The naming convention of the form is classFormName_AUDIT. The audit form is created when you synchronize the class.

� To troubleshoot Audit form issues

1 In BMC Remedy User, enable API logging.

2 Examine the cmdbengdebug.log file for any errors.

This log file is located in the Program Files\BMC Software\ARSystem\Arserver\Db subdirectory of your installation directory.

� To troubleshoot Log Auditing issues

1 Verify that a log form is specified for the class.

2 Verify that the audited values are saved in a Diary field.

3 Enable filter logging to save information about Log Auditing operations.

You can enable the filter logging options from the AR System Administration: Server Information > Log Files tab in BMC Remedy User. On Windows, the logging option creates the arfilter.log file under the program files\ARSystem\Arserver\db subdirectory of your installation directory by default. On UNIX, they are created under serverInstallationDirectory/db. You can change the file name and location at any time.

� To troubleshoot other Auditing issues

1 Verify that the Audit Type field on the Auditing tab of the class is set to either Copy or Log.

2 Verify that the qualification specified in the Qualification field on the Audit tab of the class executes with no errors.

3 Examine the attributes that have the Audit Option set to either Audit or Audit and Copy.

If you encounter an error when saving an instance of the class, it means that the changes that you made to the class definitions are incorrect and auditing will not be performed for the class.


Federation issues

Federation issuesThis section provides information about troubleshooting federation issues.

Troubleshooting Launch Definition issues For information about federation and how to configure federation data, see the BMC Atrium CMDB 7.6.04 Administrator's Guide.

NOTE BMC Atrium Core uses the classes in the BMC.CORE.CONFIG namespaces to store federated data. Do not modify these class definitions because doing so might cause errors.

� Federation access method—URL

1 Open a browser and paste the value in the Access String field into the Address list.

2 In the Address list, replace attribute parameters such as $Name$ with their values from the CI.

3 Verify that the link that you specified displays the correct page.

� Federation access method—run process

1 Verify that the specified path works when you execute the process from the command line on the client system.

2 Verify that the path, permissions, and supporting files are in place.

3 To use the Run Process federation method successfully, only use BMC Remedy User.



RPC error when creating federation plug-inWhen you create a plug-in to connect to an external data source for retrieving federated data, you might encounter the following error:

Exception while processing RPC call.java.io.IOException: An established connection was aborted by the software in your host machineat sun.nio.ch.SocketDispatcher.write0(Native Method)at sun.nio.ch.SocketDispatcher.write(Unknown Source)at sun.nio.ch.IOUtil.writeFromNativeBuffer(Unknown Source)at sun.nio.ch.IOUtil.write(Unknown Source)at sun.nio.ch.SocketChannelImpl.write(Unknown Source)at com.bmc.arsys.arrpc.nio.ArNioXdrTcpEncodingStream.streamFlush(UnknownSource)at org.acplt.oncrpc.XdrTcpEncodingStream.flush(UnknownSource)...

This error occurs when the external data source that you are connecting to (for example, the Oracle database) contains several tables and large volumes of data. To resolve this issue, add the following parameters to the ar.cfg (ar.conf) configuration file and restart the AR System server:

� Server-Plugin-Default-Timeout: 120—For the ardbc plug-in.

� Filter-Api-Timeout: 60—For the filter plug-in.

If you encounter the plug-in error even after you add these entries to the AR System configuration file, increase the timeout period (in seconds) and retry until the issue is resolved.

Troubleshooting federation plug-in loading issueWhen you create a federation plug-in using the Configure Repository Plugins And Adapters option in the Federation Manager, the Loaded column in the plug-in editor displays the status of the plug-in. A value of No in this column indicates that your plug-in did not load successfully. This issue might occur if you provided an incorrect user name and password, or an incorrect connection string.

� To troubleshoot plug-in loading issues.

1 After adding the plug-in, reopen the plug-in editor to refresh the plug-in status.

If the plug-in loaded successfully, the Loaded column displays a value of Yes.

2 If the Loaded column displays a value of No, from the AtriumCore install Dir\Logs directory, open the AtriumPluginSvr.log file and check for errors.


Federation issues

3 Depending on the type of plug-in you created, open one of the following log files and check for errors:

� Federation-ar.log—If you created an AR System plug-in

� Federation-cmdbf.log—If you created a cmdbf plug-in

� Federation-jdbc.log—If you created a jdbc plug-in

4 After fixing the errors, restart the AR System server and the mid tier.

5 From the BMC Atrium Core Console, open the Federation Manager and check the status of the plug-in again.

Troubleshooting federated data class issue You might receive validation errors (120186–120190), such as incorrect table or field mapping with the external data store when you create a federated data class. These issues can occur if the maximum length of the field in the external store does not match the field length in the federated data class or if the table name that you specified in the plug-in adapter is incorrect.

NOTE If you are unable to create a federated data class, make sure that the plug-in for your data store is loaded. If the plug-in is not loaded, see “Troubleshooting federation plug-in loading issue” on page 70.

� To troubleshoot federated data class issues

1 Log in to the AR System driver program.

For more information about logging in to the driver program, see the BMC Remedy Action Request System 7.6.04 C API Reference.

2 To retrieve a list of external schema candidates, type the glxsc command.

3 At the Schema Type prompt, type 5 and verify that the vendor table that you created is listed in the results.

4 To retrieve a list of external field candidates, type the gmxfc command.

5 At the Schema Type prompt, type 5.

6 At the Vendor name prompt, type the vendor name that you created.

7 At the Vendor table name prompt, specify the name of the table that you are mapping from the external data store.

8 Confirm that the properties of the external data store, such as the Field type, External Field Name, and Maximum length, are correct.

The vendor table and field properties should match the class and attribute properties that you specified for the federated data class.



Troubleshooting invalid column lengths in federated classes with an IBM DB2 database

Federation problems with an IBM DB2 database can occur under the following conditions:

When creating a federated class that brings in data from a DB2 database, you create a federated relationship class to retrieve the data. In this federated relationship class, you create a qualification that relates the source class in the BMC Atrium CMDB to the federated class. For example, specifying 'Name' = $ComputerName$, creates a relationship between the Name field of the source class and the ComputerName field of the federated class.

But when you are creating a query and the size of the field in the source class exceeds the field column length of the federated class, a DB2 error is returned. For example, your DB2 database has a field (FNAME) with a column length of 10 characters. If the field referenced in the source class exceeds 10 characters (as in 'BMC_Account_1' = Fed_Class.FNAME), the 10-character limit is exceeded and you see the following error:

SQLCODE -302, Error: THE VALUE OF INPUT VARIABLE OR PARAMETER NUMBER IS INVALID OR TOO LARGE FOR THE TARGET COLUMN OR THE TARGET VALUE

� To troubleshoot federated data class issues

Change the column width of the key attribute in the federated source to be equal to or greater than the comparable field in the source class.

Data Visualization Form module issue If the Data Visualization Form module that you created and the BMC Atrium Core module use different versions of the same third-party open-source library, you might receive an error message.

Because the BMC Remedy Mid Tier (mid tier) expects only the library versions that the BMC Atrium Core module uses, it generates an error message when it finds different versions.

For example, you might have a Data Visualization Form module that uses the commons-lang version 2.1 third-party library for Apache Commons, which is different from the commons-lang version 2.4 that BMC Atrium Core uses.

To avoid this issue, deploy only those versions of third-party libraries on the mid tier that BMC Atrium Core uses.


Data decompression issue in cmdbdriver

Data decompression issue in cmdbdriver If you are using the cmdbdriver program to retrieve data in bulk and it returns a large chunk of data, you might receive an error message that states, Decompression has failed. For example, you might receive this error with cmdbdriver commands such as impdt and gli.

The Decompression has failed error occurs when a result-set returned from the BMC Atrium CMDB database to the AR System server was too large to decompress.

To resolve this issue, make sure that there is enough space available for the AR System server in the %TEMP% and %TMP% directories.

Verifying version information for BMC Atrium CMDB components

When troubleshooting issues with BMC Atrium Core or when contacting Customer Support at BMC, you might require version information, such as version number, and the build date and time of various BMC Atrium CMDB components.

The version information for the BMC Atrium CMDB Java API is included in its Java archive (JAR) file. For the C API, you can view the version information from Windows Explorer. When you view the information on Windows, a message is displayed, as shown in Figure 5-1.

Figure 5-1: API version information



Viewing API version informationYou can view the BMC Atrium CMDB version installed in your environment by querying the SHARE:Application_Properties form.

� To view C API version information

1 On Windows, navigate to the sdk\bin subdirectory of your BMC Atrium Core installation directory.

2 Right-click any DLL file (for example, cmdbapi76.dll) and choose Properties from the menu.

3 Click the Version tab.

4 The C API version number is displayed in the File Version field.

NOTE The version information for the C API is not available on UNIX systems.

� To view Java API version information

1 Open a command-line window and navigate to the appropriate directory:

� Windows—Program Files\BMC Software\AtriumCore\cmdb\sdk\bin. On Windows, a message window is displayed, as shown in Figure 5-1.

� UNIX—BMC Software/AtriumCore/cmdb/sdk/bin.

2 Type java –jar cmdbapi76.jar.

NOTE On Windows, you can view the version information for JAR files, such as cmdbapi76.jar, by double-clicking the file.

Business service CIs not available in the Service Catalog issue

If you created a BMC_BusinessService CI using the Atrium Explorer or any other BMC application, and did not specify the ServiceType attribute, the CI might not be available in the Service Catalog. This is because the Service Catalog displays only instances of BMC_BusinessService where the attribute is set to “BusinessService” or “TechnicalService,.”

Other BMC applications that create BMC_BusinessService CIs, such as Atrium Explorer and Service Model Editor, do not correctly set the value for ServiceType. To make sure that your BMC_BusinessService CIs appear in the Service Catalog, use the Service Catalog to create them. If an existing business service CI does not appear in the Service Catalog, edit the value of ServiceType to make it appear.


Web services startup issue

Web services startup issue If you have installed web applications that use the BMC Atrium CMDB Java APIs on a single application server, you might not be able to run the BMC Atrium Core web services successfully. For example, if you are running the BMC Atrium Console and the BMC Atrium CMDB web service on the same instance of Apache Tomcat, you might encounter this issue.

Two web applications that use the same java classes to load native object libraries cannot coexist on an application server, unless the native object libraries are pre-loaded from a common location. To resolve this issue, deploy the BMC Atrium CMDB web service and the mid tier on separate application server instances.

Troubleshooting BMC Atrium Core configuration issues

These are common configuration issues that you might encounter with BMC Atrium Core.

Troubleshooting a disabled Create button in Product CatalogUse this information if the Create button on the BMC Atrium Product Catalog Setup form is disabled.

� To troubleshoot a disabled Create button

You do not have the required permissions to create a BMC Atrium Product Catalog setup. Contact your system administrator.



Troubleshooting maximum number of records returned in Product Catalog

Use this information if you cannot view more than 1,000 records at a time in any of the Product Catalog forms.

� To troubleshoot maximum number of records returned in Product Catalog

1 Open BMC Remedy User.

2 From the Menu bar, select Tools > Options > Behaviors tab.

3 Clear the Limit Number of Items Returned check box and click OK

Troubleshooting Normalization plugin not working properlyUse this information if the Normalization plugin is not working properly.

� To troubleshoot Normalization plugin

1 In the ROOT\Software\AtriumCore\hostName\Logs\AtriumPlugin.log file, search for the message, Successfully loaded Java Plugin BMC.FILTERAPI.NORM.ENGINE.

If the entry is missing, some jar files might not have been installed.

2 Run the Atrium Core installer again.

Troubleshooting normalization configurationUse this information if, during normalization, the dataset is not configured correctly to create or update instances. Verify that the dataset settings are not preventing the common data model update.

� To troubleshoot normalization configuration

1 Click Dataset Configuration, and verify that the dataset is not set to Trusted.

If the dataset is marked as Trusted, the data model changes are not normalized.

2 Verify the setting for Inline error handling:

� If set to Reject, the CMDB is not updated if there is a normalization error. Enable logging to see the error messages.

� If set to Accept, the CMDB is updated even if there is a normalization error.

3 If the Normalization mode is set to Continuous, verify that the event or time is configured.


Troubleshooting BMC Atrium Core configuration issues

Troubleshooting Normalization Engine initialization errors Use this information if the Normalization Engine generates errors during initialization.

When you start the AR System server after installing BMC Atrium Core, you might encounter the following error in the AtriumPlugin.log: <BMC.FILTERAPI.NORM.ENGINE>Initialization of NE is not done. Will try again after 2 minutes WARN ( ?:? ) - <BMC.FILTERAPI.NORM.ENGINE>Maximum number of attempts reached while trying to initialize - stopped initializing.

This issue might occur due to the following reasons:

� The User ID and Password that you specified for the AR System server are incorrect.

� The Normalization Engine is waiting for the AR System server to complete the start up process. Therefore, it could not connect to the AR System server.

� The Product Catalog version that you installed is not the latest.

� To troubleshoot Normalization Engine initialization errors


1 Examine the neAPI.log file for additional error details.

2 If the error occurred due to incorrect user name and password, try to connect to the AR System server with a user User ID that does not have a password (for example, the Demo user).

3 If the error occurred due to connection issues, verify that the AR System server is running using the Ping MS DOS command from the computer on which the Normalization Engine is installed.

4 If you are not able to connect to the server, your network might be down. This issue can also occur if the Normalization Engine is accessing another AR System server.

5 From the SHARE:Application_Properties form, verify that the Product Catalog version that you have installed is the latest.

For more information about Product Catalog version compatibility, see http://www.bmc.com/support/reg/remedy-compatibility-tables.html?c=n.




Atrium Impact Simulator issuesThis section provides information about troubleshooting Atrium Impact Simulator issues.

Troubleshooting AR System server plug-in not respondingWhen working with the Atrium Impact Simulator, the AR System server plug-in might not respond due to the following possible causes:

� If the Atrium Impact Simulator cell failed to respond or was configured incorrectly. This issue occurs if the default port configured for the cell is unavailable or if you did not choose the Atrium Impact Manager option in the BMC Atrium Core installer.

� Atrium plug-in server failed to respond or was configured incorrectly. This issue occurs if the Atrium Impact Simulator plug-in is not available.

� To troubleshoot the AR System plug-in server not responding issue

1 Verify if the Atrium Impact Simulator cell is running:

� On Windows

� Go to Start > Control Panel > Administrative Tools > Services and check if the Atrium Impact Simulator service is running.

� If the service is not running, go to the command prompt and type net start “BMC Atrium Impact Simulator”.

� On UNIX

� Execute the ps -ef | grep mcell command to confirm if the mcell process is running.

� If the mcell process is not running, switch permissions to the appropriate user (root) prompt and type “/etc/rc2.d/S99ais start”.

2 Examine the ais_cell.log for port configuration errors:

a Check for bind error for the port 1825.

b If a port conflict occurred, from BMC Remedy User open the AIS:GlobalPreferences form.

c In the AIS Cell Port field, specify a different port number.

NOTE You do not need to restart the AR System server after you change the port number in the AIS:GlobalPreferences form.

d From the Atrium install directory/AtriumCore/host name/ais/etc/directory, open the mcell.dir file.


BMC Atrium CMDB permission issues

e In the cell ais ais 127.0.0.1:portNumber entry, change the port number to what you specified in the AIS:GlobalPreferences form.

f Restart the Atrium Impact Simulator cell.

3 Verify if the Atrium Impact Simulator cell is correctly configured:

a In BMC Remedy User, search for an instance of the AIS:GlobalPreferences form.

If no instances of the form exist, the Atrium Impact Simulator cell uses the default host and port number of localhost and port 1825.

b If the Atrium Impact Simulator cell is not configured to the default host and port values, create instance of the AIS:GlobalPreferences form.

c On the AIS:GlobalPreferences form, click the Test button to verify if the host and port number are configured correctly.

The value in the Test Results field changes to Success if the test was successful.

Atrium Impact Simulator permissions issueTo view data and to work with the CIs in Atrium Impact Simulator, you must have the Atrium Impact Simulator User role and the permissions to query the CIs stored in BMC Atrium CMDB. The role and the permissions are mapped to the CMDB Data View group by default.

If you encounter a permissions issue with Atrium Impact Simulator, verify with your system administrator that you have the required role and permissions.

BMC Atrium CMDB permission issues When working with BMC Atrium CMDB, you might encounter issues with accessing data by using the BMC Atrium Core Console, such as classes not being visible in the list of objects.

Table 5-1 lists various scenarios in which you might encounter a permissions issue and provides information about how to resolve the issue. For more information about BMC Atrium CMDB permissions, see the BMC Atrium CMDB 7.6.04 Administrator's Guide.

Table 5-1: Troubleshooting permissions issues in BMC Atrium CMDB (Sheet 1 of 2)

Error description Solution

Can view the class in the list of objects, with its attributes, but cannot view the instances of the class.

Make sure that you have CMDBRowLevelSecurity access.

Can view the class in the list of objects, with its attributes, and can view the instance; cannot modify the instances of the class.

Make sure that you have the CMDB Data Change and CMDBWriteSecurity access



Troubleshooting a failed data model changeIf the class or the attribute that you modified in the Class Manager displays a Change Pending icon or if its status changes to Error, your changes might not have been saved to your data model.

� To troubleshoot a failed data model change

1 From the mid tier, open your application server log file (for example, catalina.log and stdout.log for Apache Tomcat).

2 From BMC Remedy Developer Studio, enable the AR System server API logging.

The BMC Atrium Core API calls and their results are written to the arapi.log and the cmdbengdebug.log files.

Can view the class in the list of objects, with its attributes, and can view the instances of the class; modifying the instances of the class results in a permissions error.

Make sure that you have CMDBWriteSecurity access, CMDB Data Change role, and Change permission for the attribute.

Cannot view the class in list of objects. Make sure that you have the CMDB Data View role and Visible permission for the class.

Can view the class in list of objects, but cannot view the attributes of the class.

Make sure that you have the Attribute View permission.

Can view the class in list of objects, but cannot modify the instance data by using workflow started in another class.

Make sure that you have CMDB Data Change role and CMDBWriteSecurity access.

Table 5-1: Troubleshooting permissions issues in BMC Atrium CMDB (Sheet 2 of 2)

Error description Solution


Chapter

6
Data model issues
This chapter provides instructions about verifying your data model. You can view and troubleshoot issues with your data model by using the cmdbdiag program and by using manual steps.


� Verifying your data model using the cmdbdiag program (page 82)� Working with the CI and Relationship Correction Tool option (page 84)� Verifying your data model manually (page 90)



Verifying your data model using the cmdbdiag program

The cmdbdiag program is a command-line tool, which is located in the server\bin directory of your BMC Atrium Core installation. This program allows you to check for any invalid data in BMC Atrium CMDB and correct it.

Accessing the cmdbdiag program When you launch cmdbdiag, provide your BMC Remedy AR System login credentials for the computer hosting BMC Atrium Core.

� To start the cmdbdiag program

1 Navigate to the appropriate location where you copied the cmdbdiag program and perform the following step:

� On Windows, double-click cmdbdiag.exe.

� On UNIX, type cmdbdiag.

2 From the initial screen for the cmdbdiag program, log in to the AR System server.

The cmdbdiag program Main Menu appears.

Working with the Data Integrity Checker option The Data Integrity Checker validates BMC Atrium CMDB for the various issues based on the menu option you choose. If the Data Integrity Checker finds invalid data, it creates a report that contains information about the invalid relationship instances and datasets.

Troubleshooting invalid relationshipsCheck for invalid relationships—relationship instances that point to nonexistent CI instances or relationships that contain incorrect endpoint information, such as incorrect dataset ID or class ID.

� To troubleshoot invalid relationships

1 Start the cmdbdiag program.

For information about starting the cmdbdiag program, see “Accessing the cmdbdiag program” on page 82.

2 At the Main Menu prompt, type 1.

3 At the Data Integrity Checker prompt, type 1.


Verifying your data model using the cmdbdiag program

4 At the All datasets [y ,n] (n) prompt, perform the appropriate action:

� To view invalid relationships for all datasets, type y.

� To view invalid relationships for a specific dataset, press Enter and provide a dataset ID.

5 Enter a name for the output file, or press Enter to accept the default file name.

If you enter a file name manually, specify an absolute path for the file (for example, C:\DIC_Invalid_Relationships.txt). Otherwise, the program saves the report file in the same directory as the cmdbdiag program.

Troubleshooting invalid dataset IDsCheck for invalid dataset IDs—Incorrect dataset IDs specified for CI and relationship instances. A dataset ID might be incorrect if it refers to:

� A nonexisting dataset

� Contains a value of 0 or NULL

� To troubleshoot invalid dataset IDs





4 Specify a name for the output file or press Enter to accept the default file name.

If you manually enter a name, you must specify an absolute path for the file (for example: C:\dataset_ids.txt). Otherwise, the program saves the report file in the same directory as the cmdbdiag program.

Troubleshooting invalid CI relationshipsCheck for relationship cardinality issues—invalid relationships that are caused by a violated relationship cardinality, which occurs when a relationship between CI classes does not fall into one of the following categories:

� One to one

� One to many

� Many to one

� To troubleshoot invalid CI relationships







� To check for relationship cardinality issues for all datasets, type y.

� To check for relationship cardinality issues for a specific dataset, press Enter and provide a dataset ID.

4 Specify a name for the output file or press Enter to accept the default file name, test_cardinality.txt.

If you enter a file name manually, you must specify an absolute path for the file (for example, C:\DIC_Cardinality.txt). Otherwise, the program saves the report file in the same directory as the cmdbdiag program.

Step 5 To exit the Data Integrity Checker option, type 4.

Working with the CI and Relationship Correction Tool option

The CI and Relationship Correction Tool option provides options to clean up data in BMC Atrium CMDB.

Resetting reconciliation identitiesThis procedure resets reconciliation IDs to 0, which allows the Reconciliation Engine to assign correct reconciliation IDs during the next reconciliation process.

You might need to reset reconciliation IDs of CIs in your source or destination dataset if they are identified incorrectly or if your reconciliation rules are configured incorrectly.

When you reset reconciliation IDs by using the By Class option, IDs of component instances related to weak relationships are also reset. For example, if you reset the IDs of BMC_ComputerSystem instances, the IDs of components (such as BMC_DiskDrive and BMC_Monitor) that are related to those instances through BMC_HostedSystemComponents relationships are also reset.

� To reset reconciliation identities




3 At the CI and Relationship Correction Tool submenu prompt, type 1.



4 At the By dataset or class prompt, perform the appropriate action:

� To reset reconciliation IDs in all datasets, type class.

� Enter the namespace within which the class exists, or press Enter to accept the default value of BMC.CORE.

� Enter the name of the class.

� Type y to reset reconciliation IDs for all instances of the class, or press Enter to reset the reconciliation ID for specific instances.

� If you are resetting IDs for all instances in the class, skip to the next step. If you are resetting IDs for specific instances, enter the number of instances for which you want to reset the reconciliation IDs.

� Enter the ID of the first instance for which you want to reset the reconciliation ID and follow the prompts to specify each instance that you want to reset.

� To reset reconciliation IDs in a specific dataset, press Enter and provide a dataset ID.

5 At the Do you want to continue prompt, type y to reset reconciliation identities

Deleting instances in a datasetUse this procedure to delete instances that you no longer need (for example, datasets created in a test environment). When deleting instances, their relationships are also deleted automatically to maintain data integrity.

� To delete instances in a dataset



2 Log in to the AR System server and type 2 at the Main Menu prompt.



� To delete instances in all datasets, type y.

� To delete instances in a specific dataset, press Enter and provide a dataset ID.

Correcting invalid relationship instancesUse this procedure to delete relationships for which either of the CI endpoints does not exist. For each endpoint of a relationship instance, the program can correct the class ID, dataset ID, and reconciliation ID.

� To troubleshoot invalid relationship instances


2 For information about starting the cmdbdiag program, see “Accessing the cmdbdiag program” on page 82.



3 Log in to the BMC Remedy AR System server and at the Main Menu prompt, type 2.



� To correct invalid relationship instances in all datasets, type y.

� To correct invalid relationship instances in a specific dataset, press Enter and provide a dataset ID.


If you enter a file name manually, you must specify an absolute path for the file (for example, C:\CorrectRelationshipsReport.txt). Otherwise, the program saves the report file in the same directory as the cmdbdiag program.

7 At the Do you want to continue prompt, type y to correct invalid relationships.

Deleting orphan relationshipsUse this procedure to delete relationships that might have nonexistent CI endpoints.

� To delete orphan relationships






� To delete orphan relationship instances in all datasets, type y.

� To delete orphan relationship instances in a specific dataset, press Enter and provide a dataset ID.


If you enter a file name manually, you must specify an absolute path for the file (for example, C:\DeleteOrphanedRelsReport.txt). Otherwise, the program saves the report file in the same directory as the cmdbdiag program.

6 At the Do you want to continue prompt, type y to delete orphan relationships.



Deleting relationships that violate cardinalityUse this procedure to delete relationships that might have violated the one-to-one, one-to-many, or many-to-one cardinality.

� To delete relationships that violate cardinality






� To delete violated cardinality relationships in all datasets, type y.

� To delete violated cardinality relationships in a specific dataset, press Enter and provide a dataset ID.

5 If you want to delete all the instances in violation automatically, type y at the Do you want to automatically delete all instances ? [y, n] (n): prompt.

6 Type y again to confirm automatically deleting all instances in violation. Otherwise, press Enter to accept the default value of n.

The automatically delete option deletes instances based on their create date and time. The violated instance that is created most recently will be deleted. A copy of the deleted instance is saved in an XML file called <instanceId>.xml in the current directory.

If you type n at the prompt, the list of violated instances is displayed and you are prompted for confirmation before deleting each instance. An XML backup is generated.

7 Enter a file name for the output file, or press Enter to accept the default file name.

If you enter a file name manually, you must specify an absolute path for the file (for example, C:\FixCardinalityViolations.txt). Otherwise, the program saves the report file in the same directory as the cmdbdiag program.

Deleting instances for a given classUse this procedure to delete instances of a class altogether to clean up data. When you delete instances of a given class, the orphaned weak relationship is also deleted to maintain data integrity.

� To delete instances for a given class







� To delete instance for a class in all datasets, type y.

� To delete instance for a class in a specific dataset, press Enter and provide a dataset ID.

4 Enter the namespace name of the class for which you want to delete all instances.

5 Enter the class name to which the instances that you want to delete belong.

6 At the Do you want to continue prompt, type y to delete all instances of the specified class.

If you type n at the prompt, the CI and Relationship Correction Tool submenu is displayed. For orphaned weak members, you are prompted to choose to fix or delete the weak member. For orphaned weak relationships, you are prompted to choose to delete the weak relationship.

Correcting orphaned weak membersA weak member of a weak relationship is orphaned when you delete a strong member and leave the weak member of the composite relationship pointing to a nonexistent CI instance.

You can correct an orphaned weak member of a weak relationship by setting NULL values for the attributes that are propagated from the strong member. When you correct a weak member, it remains in the BMC Atrium CMDB as an independent CI instance with no relationships.

If you correct orphaned weak relationships for all datasets, attributes of orphaned instances of all classes are set to NULL. If you correct orphaned weak relationships of a specific class in any dataset, only the instances of that specific class are corrected.

� To correct orphaned weak members





4 At the Fixing Orphaned Weak Members menu, type 1 to correct orphaned weak members in all datasets. If you want to correct orphaned weak relationship members for a specific class, skip to step 5.

a At the All datasets [y ,n] (n) prompt, type y to correct orphaned weak members in all datasets.

b At the Do you want to continue prompt, type y.



c To correct orphaned weak members in a specific dataset, press Enter and provide a dataset ID.

5 At the Fixing Orphaned Weak Members menu, type 2 to correct orphaned weak members for a specific class.

a At the All datasets [y ,n] (n) prompt, type y to correct orphaned weak members in all datasets.

b To correct orphaned weak members in a specific dataset, press Enter and provide a dataset ID.

c Enter the namespace name of the class for which you want to correct all orphaned weak members.

d Enter the class name to which the orphaned weak members that you want to correct belong.

Deleting orphaned weak membersUse this procedure to delete an orphaned weak member of a weak relationship. A weak member of a relationship is orphaned when you delete a strong member and leave the weak member of the composite relationship pointing to a nonexistent CI instance.

� To delete orphaned weak members





4 At the Deleting Orphaned Weak Members menu, type 1 to delete orphaned weak members in all datasets. If you want to delete orphaned weak relationship members for a specific class, skip to step 5.

a At the All datasets [y ,n] (n) prompt, type y to delete orphaned weak members in all datasets.

b At the Do you want to continue prompt, type y.

c To delete orphaned weak members in a specific dataset, press Enter and provide a dataset ID.

5 At the Deleting Orphaned Weak Members menu, type 2 to delete orphaned weak members for a specific class.

a At the All datasets [y ,n] (n) prompt, type y to delete orphaned weak members in all datasets.

b To delete orphaned weak members in a specific dataset, press Enter and provide a dataset ID.



c Enter the namespace name of the class for which you want to delete all orphaned weak members.

d Enter the class name to which the orphaned weak members that you want to delete belong.

Verifying your data model manuallyPerform the following steps to verify that the class definitions in your data model are correct.

� To manually verify your data model

1 Examine the arerror.log and cmdbengdebug.log files for any errors about starting the cmdbEngine.

Search for the string cmdbEngine to find errors. When the cmdbEngine is started, it validates the class definitions. The following example shows the error message that you might view in arerror.log:

Mon Dec 11 16:10:18 2006 390600 : The specified super class with given classId is not found. : Class ID: OB005056C00008PlV3RQU3oZAAHO8C, Super Class ID: OB005056C00008F1V3RQd#IYAAD90C (ARERR 120132)

For more information about arerror.log, see “AR System server logging” on page 117. For more information about cmdbengdebug.log, see “Server-side API logging” on page 96.

2 Perform the following steps to verify that all classes in your data model are active:

a Log in to BMC Remedy User as an administrator.

b Choose File > Open Object List, and open the OBJSTR:Class form in Search mode.

c Choose View > Advanced Search Bar.

d In the Advanced Search Bar at the bottom of the window, specify the following query:

'OSStatus' != "Active" OR 'Pending ID' != "0" OR 'System Status*' != "Active" OR 'Record Status' != "Active" OR 'Status' != "Active"

If this query returns any rows, it means that those classes were either not properly created or were not properly deleted.

e Check the classes listed in the result window to investigate the issue.

3 Perform the following steps to verify that all attributes for the classes are Active.

a From BMC Remedy User, choose File > Open Object List, and open the Attribute Definitions form in Search mode.

b Choose View > Advanced Search Bar.


Verifying your data model manually

c In the Advanced Search Bar at the bottom of the window, specify the following query:

'OSStatus' != "Active" OR 'Pending ID' != "0" OR 'Record Status' != "Active"

If this query returns any rows, it means that those attributes were either not properly created or not properly deleted.

4 Run cmdbdriver from the server.

For information about using the cmdbdriver program, see the BMC Atrium Core 7.6.04 Developer’s Reference Guide.

5 Type the glc command to get the list of classes.

6 Accept default values for all prompts displayed for this command.

A list of classes is displayed.

NOTE If the cmdbdriver program generates an AR 91 RPC call failed error, verify that the cmdbEngine is running. This error might also occur if the class definitions in the your data model are incorrect.


Chapter

7
Using logs to troubleshoot issues
This section provides logging and debugging information for BMC Atrium CMDB, BMC Atrium Integration Engine, and AR System server.


� BMC Atrium Core Console client-side logging (page 94)� BMC Atrium Core Console server-side logging (page 95)� BMC Atrium CMDB logging (page 96)� BMC Atrium Integration Engine logging and debugging (page 104)� Atrium Impact Simulator logging (page 114)� Normalization Engine logging (page 116)� AR System server logging (page 117)� Bundling the BMC Atrium Core log files (page 118)



BMC Atrium Core Console client-side logging BMC Atrium Core logs the BMC Atrium Core Console client-side processing in the flashlog.txt file, which helps you to debug user interface errors. To log the client-side processing, install and configure the 7, 0, 14, 112 or newer version of Adobe Flash Player Debugger. The BMC Atrium Core Console requires a minimum of Adobe Flash Player version 9 to run.

NOTE The Adobe Flash Player log combines messages from all its instances running on your computer. For example, if you were running two instances of Adobe Flash Player with CNN.com and BMC Atrium Core each on the same computer, you might find intermixed log messages from both these instances.

Determining Adobe Flash Player Debugger versionUse the following methods to determine the version of the Adobe Flash Player Debugger that you have installed. If the version you determined using each method differs, the debug logging might encounter issues. In such a case, uninstall all versions of the Adobe Flash Player Debugger and install again.

Figure 7-1: Determining Adobe Flash Player Debugger version

Using this component Perform these steps

BMC Atrium Core Console

� Right-click inside the BMC Atrium Core Console and select About Adobe Flash Player version.The version of the Adobe Flash Player installed is displayed, but this will not distinguish between the release and debug player.

Adobe website 1 Go to http://www.adobe.com/devnet/flex/articles/client_debug_02.html

2 In the lower-right corner of the Adobe Flash Player movie that is displayed, click I and scroll the information to see the Adobe Flash Player Debugger version information.


BMC Atrium Core Console server-side logging

Configure your Adobe Debug Flash Player DebuggerWhen you install BMC Atrium Core, the following files are copied to the webapps directory of your installation for the client-side logging:

� Readme.txt—Contains information about downloading, installing, and configuring the Adobe Flash debugger.

� mm.cfg—Contains the configuration information to enable logging on the client side. Copy this file to the location specified in the readme.txt file for your operating system.

The location of the flashlog.txt log file depends on your operating system, as listed in Table 6-1.

Table 7-1: Log file location by operating systems

Each entry in the log provides the following details:

� Timestamp—The date and time of the log entry.

� Log Type—The type of log entry such as warning, error, or information.

� Message—The message for the log entry.

BMC Atrium Core Console server-side logging The BMC Atrium Core Console server-side processing is recorded in the mid tier and application server logs. The mid tier log file location depends on the application sever that you have installed.

For example, for an Apache Tomcat application server installed on the mid tier, the log is stored in the AR SystemServerInstallation/tomcat/logs/stdoutdate.log file. Mid tier logs are located in the AR SystemServerInstallation/mid tier/logs subdirectory of the AR System installation.

For more information about mid tier logging, see the BMC Remedy Action Request System 7.6.04 Mid Tier Guide. For more information about application server logging, see “BMC Atrium Core web services deployment logs” on page 102.

Operating system Log file location

Windows 95, Windows 98, Windows ME, Windows 2000, Windows XP

C:\Documents and Settings\userName\Application Data\Macromedia\Flash Player\Logs

Windows Vista C:\Users\username\AppData\Roaming\Macromedia\Flash Player\Logs

Apple Macintosh OS X /Users/username/Library/Preferences/Macromedia/Flash Player/Logs/

Linux /home/username/.macromedia/Flash_Player/Logs/



BMC Atrium CMDB logging This section contains logging information about the various BMC Atrium CMDB components, such as the APIs, Reconciliation Engine, Class Manager, and web services.

Server-side API logging BMC Atrium CMDB logs the engine processing in the cmdbengdebug.log file, which helps you to debug your API program. When you enable logging, the BMC Atrium CMDB records details about operations, such as SynchMetaData, graph query, and export and import. For more information about related API functions, see “C API functions” and “C API data structures” in the BMC Atrium Core 7.6.04 Developer’s Reference Guide.

The BMC Atrium CMDB Engine classifies the messages into error, warning, and information categories. The engine logging is enabled by default and the CMDB-Debug-Flag parameter is ignored.



� Log Type—The type of log entry: warning, error, or information.


You can specify the following additional parameters for the logging option in the ar.cfg (ar.conf) configuration file, depending on your platform:

� CMDB-Debug-Level—Specifies the level of logging that you require for your API calls. These levels determine the types of messages that are logged for the calls. The logging levels are inclusive of their preceding levels.

For example, if you set the debug level to 3, you receive log messages for levels 1, 2, and 3. To set the debug logging to a different level, add CMDB-Debug-Level: loggingLevel to the configuration file and restart the AR System server. The debug levels are:

� 1: Error—Logs messages for fatal or severe errors.

� 2: Warning—Logs messages for warnings. This the default logging level.

� 3: Information—Logs informational messages.

� 4: Trace—Logs trace messages, which are used for debugging errors.

� 5: Detail—Logs additional details for the errors. This is the highest level of logging.

NOTE The CMDB Engine logs all warnings and error messages by default. If you attempt to lower the debug logging level to 1, the cmdbEngine automatically updates it to 2. However, if you need finer logging you can still set the logging level to 5.


BMC Atrium CMDB logging

� CMDB-Log-File-Location—Enables you to specify the directory location on your system where the log file is written. You can specify any location on your system.

On Windows, the log file is written to the Program Files\ARSystem\Arserver\db subdirectory of your installation directory by default. On UNIX, it is created under serverInstallationDirectory/db.

� CMDB-Max-Log-File-Size—Enables you to specify a maximum size, in kilobytes (KB), for your log file (for example, CMDB-Max-Log-File-Size: 50000). When the log file reaches the specified limit, the system automatically creates a backup of the log file and continues to store the log entries in a new log file.

The default value for the CMDB-Max-Log-File-Size parameter is 0, which specifies an unlimited size for the log file.

Java API logging The BMC Atrium CMDB Java API processing is logged in the log4j_cmdbapi.xml file, which helps you to debug your Java API program. When you enable logging, the BMC Atrium CMDB records details about the Java calls you make in your program, including the list of the calls, the input arguments, and the return values for each call.

To enable logging, copy the log4j_cmdbapi.xml file from the cmdb\sdk subdirectory of your installation directory and paste it to a location on your local drive. After you copy the log file to the new location, add the directory path to the Java class path.

The BMC Atrium CMDB Java API classifies the messages into error, warning, information, and debug categories. The logging levels are inclusive of their preceding levels. For example, if you set the debug level to 3, you receive log messages for levels 1, 2, and 3.

� 1: Fatal—Logs messages for severe errors that cause premature termination.

� 2: Error—Logs messages for other runtime errors or unexpected conditions.

� 3: Warning—Logs messages for incorrect usage of the API calls. The runtime issues that are logged might be incorrect but not wrong. This is the default logging level.

� 4: Information—Logs informational messages, such as the list of Java calls made by the client.

� 5: Debug—Logs details for the calls, such as the list of arguments and the return values for each call.

� 6: Trace—Logs finer level of details for debugging errors.



� Log Type—The type of log entry: fatal, warning, error, information, or debug.




To change the logging level for Java API, set the value element with the appropriate setting for the com.bmc.cmdb.api logging component. For more information about BMC Atrium CMDB Java logging, see http://logging.apache.org/log4j/1.2/.

Java API configuration propertiesIf you notice that the server response time is slow when executing your Java program, you can modify the timeout properties in the cmdbapi_sample.properties Java API configuration file.

The configuration file is located in the sdk\bin subdirectory of your BMC Atrium Core installation directory. You can configure the following properties in the configuration file:

� minimumSupportedServerCMDBRpcVersion—the minimum CMDB RPC Version supported by JAVA API. The default value is 3.

� maxCMDBProxiesPerServer—the maximum number of CMDB Proxy connections that you can specify per server. The default value is 100.

� timeoutNormal—the time out value in seconds for the server. You can specify values for the timeoutLong and timeoutXLong parameters for an extended time out time for the server.

� timeoutCMDBMetaData—the time out value for meta data operations. The default value is 259200 seconds.

To override the default values:

1 Rename the cmdbapi_properties.sample file to cmdbapi.properties.

2 Modify the configuration properties in the file as appropriate.

3 Place the cmdbapi.properties file in the directory that is specified in the Java ClassPath.

For more information about related Java API functions, see the BMC Atrium CMDB 7.6.04 Javadoc Help.


http://logging.apache.org/log4j/1.2/

http://logging.apache.org/log4j/1.2/


Reconciliation Engine logging The Reconciliation Engine logs all activities that it performs: Identification, Compare, Merge, Delete, and Purge. A log file for a job is created each time the Reconciliation Engine runs that job. The Reconciliation Engine logging is enabled by default.



� Log Type—The type of log entry:

� Error—Logs detailed messages for errors and warnings (default).

� Info—Logs class-level details, such as dataset name and class name.

� Debug—Logs trace messages, which are used for debugging errors.

All these logging levels are inclusive of their preceding levels. For example, if you set the Logging Level at Debug, you receive log messages for Error, Info, and Debug types. You can specify the Logging Level for the log files from the Modify Server Configuration window of the Reconciliation Engine Console.


You can specify additional settings for the log files in the Modify Server Configuration window of the Reconciliation Engine Console. For more information about these settings, see the BMC Atrium CMDB 7.6.04 Normalization and Reconciliation Guide.

Log file naming convention The Reconciliation Engine log files use the following naming convention:

jobName_ctr.log

jobName is the name of the job that you created in the Reconciliation Manager (for example, BMCAsset - Identification and Purge).

<ctr> is a numeric value that starts from 1 and is incremented when a new log file is created for the job run. The Reconciliation Engine continues to log errors in a new log file when an existing log reaches its size limit.

For example, if multiple files are created for the BMCAsset - Identification and Purge job run, the job log files will be named as:

� BMCAsset - Identification and Purge_1.log

� BMCAsset - Identification and Purge_2.log

Viewing Reconciliation Engine events in the log file When the log file for the Reconciliation Engine job is created, an event associated to the job is added to the Reconciliation Engine Console. This event contains the job file name and location.



� To view the event for the log

1 Log in to the CMDB Console with BMC Remedy User.

For information about logging in to the CMDB Console, see the BMC Atrium CMDB 7.6.04 User's Guide.

2 Click the Reconciliation Manager tab.

3 From the navigation link on the left, click Job History.

The Job History Console is displayed.

4 From the Jobs table on the top of the window, choose the specific job.

The Related Runs table is populated with the run status of the job.

5 Select the specific job run for the job.

The Related Events table is populated with event information for the job.

6 Click the RE Log File & Location event and click View.

The Job Event Information window is displayed.

7 Click the Diary field to view the log file path information.

Interpreting entries in the log file The Reconciliation Engine is a multithreaded program with all threads writing to the same log file. The log files are divided by activity names. Each of these activities has a start or run entry, indicating the start of the activity, and an end or completed entry indicating the end of the activity. The following examples illustrate both these entries.

Example 1: Starting an activity

[Tue Apr 24 2007 12:07:15.0067] [ INFO ] [TID: 000011] : Running activity: BMC Topology Import - Identification Activity

Example 2: Ending an activity

[Tue Apr 24 2007 12:10:08.4748] [ INFO ] [TID: 000011] : Activity completed: BMC Topology Import - Identification Activity

Each entry contains a thread ID (TID) that identifies a unique activity. If multiple instances need to be identified, the Reconciliation Engine creates separate threads for each instance identification. Therefore, the log file contains mixed entries for various threads instead of having one section for each thread.

The following code is an example of a Reconciliation Engine log file.

[2007/03/30 10:35:36.1370] [DETAILS] [TID: 003720] : Started waiting for all the threads to finish[2007/03/30 10:35:39.7710] [DETAILS] [TID: 002696] : Started identifying instance <class = QA_Patch2_No_Ident_Multi_Match:Patch2_1Class_No_Ident_Multi_Match, id = ID00087492D05D8nFOQw8SSKBAawAA>



[2007/03/30 10:35:39.7710] [ TRACE ] [TID: 002696] : Found matching rule group <Patch002-Identify D2 against D1> for class <QA_Patch2_No_Ident_Multi_Match:Patch2_1Class_No_Ident_Multi_Match> in dataset <Data Set 02>[2007/03/30 10:35:39.7710] [ TRACE ] [TID: 002696] : Applying rule <'Character_Field' = $Character_Field$> and looking in dataset <Data Set 01>[2007/03/30 10:35:39.7710] [DETAILS] [TID: 002696] : Substituting values in the qualification[2007/03/30 10:35:39.7710] [DETAILS] [TID: 002696] : Replaced field <id = 536870999 and name = Character_Field> with value <All Match Error During Identification - Recon ID (Below) should remain 0>[2007/03/30 10:35:39.7810] [ ERROR ] [TID: 002696] : Found multiple matches (instances) for class <QA_Patch2_No_Ident_Multi_Match:Patch2_1Class_No_Ident_Multi_Match> in look-up dataset <Data Set 01> [2007/03/30 10:35:39.7810] [ ERROR ] [TID: 002696] : for qualification <'Character_Field' = $Character_Field$> of group <Patch002-Identify D2 against D1> with values [2007/03/30 10:35:39.7810] [ ERROR ] [TID: 002696] : < Character_Field = All Match Error During Identification - Recon ID (Below) should remain 0 >[2007/03/30 10:35:40.1310] [ INFO ] [TID: 002696] : Processed instance without finding a match for instance <ID00087492D05D8nFOQw8SSKBAawAA> for class <QA_Patch2_No_Ident_Multi_Match:Patch2_1Class_No_Ident_Multi_Match> in dataset[2007/03/30 10:35:40.1310] [ ERROR ] [TID: 002696] : Cannot identify the instance of class <QA_Patch2_No_Ident_Multi_Match:Patch2_1Class_No_Ident_Multi_Match> with instance id <ID00087492D05D8nFOQw8SSKBAawAA> in dataset <Data Set 02>[2007/03/30 10:35:40.1310] [ INFO ] [TID: 002696] : Cancelled the processing of rest of the sub-tree for instance of class = QA_Patch2_No_Ident_Multi_Match:Patch2_1Class_No_Ident_Multi_Match and instance id = ID00087492D05D8nFOQw8SSKBAawAA[2007/03/30 10:35:40.6720] [DETAILS] [TID: 003720] : Finished waiting

In this example, the Identification Rule looks for a match based on the value of the Character_Field attribute. An error is generated for this job because the Reconciliation Engine finds multiple matches in the lookup dataset against which the CI is to be identified. As a result of the error, the CI in the source dataset is not identified and the Reconciliation ID remains 0.



Troubleshooting Reconciliation Engine errors in the log fileThe Reconciliation Engine logs errors that can help you to troubleshoot reconciliation issues.

� To debug Reconciliation Engine errors using the log file

1 Search for the entry in the Reconciliation Engine log file that contains [ERROR] in its description.

2 Note the thread ID (TID) specified in this error entry.

3 Trace back to the beginning of the log file while looking for more entries with the specific TID.

You will find several entries for the specific TID. Each entry reports the task that the Reconciliation Engine performs at each stage.

Web services logging The BMC Atrium Core web services provide logs that can help you to troubleshoot issues related to web service operations.

NOTE The BMC Atrium Core web services use the BMC Atrium CMDB APIs to communicate with the AR System server. Therefore, you can also examine the BMC Atrium CMDB API logs for any errors. For more information about the BMC Atrium CMDB API logging, see “Server-side API logging” on page 96.

BMC Atrium Core web services deployment logs BMC Atrium Core web services deployment logs are located in the AtriumCoreInstallationDirectory/Logs directory.

BMC Atrium Core web service logs BMC Atrium CMDB web service logs provide information about troubleshooting TIBCO or other web service issues. The web services log files are located in:

� AtriumCoreInstallationDirectory/shared/tomcat/logs/ if the Tomcat path is bundled with BMC Atrium Core.

� TOMCAT_HOME/logs if you are using your own Tomcat installation.

The following code is an example of the output from invoking the GetClass method of the atrium_classes web service.

BMC Atrium WS [ INFO ] Thread:1402 Date:2009-08-20T23:20:44.025+0530 Class:com.bmc.atrium.ws.classes.atrium_classes Method:getClass File:atrium_classes.java Line:1644+ Operation exited normally+ Artifacts follow:



-------------------------------------------------------------------------<typ:GetClassOutput xmlns:typ="http://atrium.bmc.com/2009/01/classes/types"><classInfo><properties><regular><isAbstract>NO</isAbstract><exposure>USED_VISIBLE</exposure><hiddenPerms/><visiblePerms>-1098;-1099;-1090;-1091;</visiblePerms><categorizationSubclass>false</categorizationSubclass><description>Class that stores configuration items (CIs) relating to collections of managed system elements. The managed system elements provide computing capabilities and serve as aggregation points to relate one or more of the following elements: file systems, operating systems, processors, and memory (volatile storage, nonvolatile, or storage). The BMC_ComputerSystem class is the primary class that you will use to model the computers in your organization. You can use the attributes in this class to identify the purpose of each computer CI in your organization. For example, the class contains several attributes that represent any network-addressable system, such as a server, a workstation, or a network device (router, switch, hub, load balancer, firewall, and so forth), as well as mainframes, printers, and virtual systems. So CMDB planners might use the PrimaryCapability element to define a vendor-specific switch used in their network, making it easy to import this data from a vendor as an industry-standard item in their CMDB. They could also define computer systems further by placing them in one of its subclasses: BMC_Mainframe, BMC_Printer, or BMC_VirtualSystem. The BMC_ComputerSystem class corresponds to the DMTF class CIM_ComputerSystem.</description><isFinal>false</isFinal><isSingleton>false</isSingleton><author/><auditInfo><auditType>NONE</auditType><qualifierString/></auditInfo></regular></properties><indexList/><customCharacList/><superclassNameId><namespaceName>BMC.CORE</namespaceName><className>BMC_System</className></superclassNameId><classId>BMC_COMPUTERSYSTEM</classId><classType>REGULAR</classType><formName>BMC.CORE:BMC_ComputerSystem</formName></classInfo><status/><extensions>



<clas:ClassDeprecationInfo xmlns:clas="http://atrium.bmc.com/2009/08/extensions/classes"><classId>BMC_COMPUTERSYSTEM</classId><isDeprecated>false</isDeprecated><mappedClass xsi:nil="true" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"/></clas:ClassDeprecationInfo></extensions></typ:GetClassOutput>==================================================================

Setting log levels for BMC Atrium Core web service logs You can use the atrium_serviceconfig service to configure logging level for the deprecated cmdbws and the BMC Atrium Core web services. These levels determine the types of messages that BMC Atrium Core logs for each web service call.

The bmc.cmdbws.log.level property enables you to set logging levels for the cmdbws web services. To set logging levels for all other Atrium Core web services, use the bmc.atrium.log.level property. The default logging level for the web services is set to WARN. The various logging levels are:

� Info—Lowest level possible. It provides the entrance and exit points for operation and loading operations.

� Error—Contains the same information as Info, and includes fault messages or other error conditions.

� Warning—Contains the same information as Error and includes information about warnings.

� Debug—Contains the same information as Warning and includes debug level statements. Each log line provides the service class and method name that the error occurred in, along with artifacts (like incoming and outgoing SOAP messages, or stack traces).

� Trace—The highest level of logging possible. Contains the same information as Debug, and includes trace level statements. Each line also provides the filename and line number in which the log occurred.

For more information about configuring BMC Atrium Core web services, see the BMC Atrium Core Web Services Help.

BMC Atrium Integration Engine logging and debugging

You can diagnose BMC Atrium Integration Engine errors and verify the completion of data exchanges by using the logging and debugging facilities in BMC Atrium Integration Engine. The error logging, which is specified in the aie.cfg file, aids in long-term management of data exchanges.



Enabling debug loggingYou can configure and test data exchanges by using the debug option. The debugging files provide detailed operational information to diagnose errors in a data exchange. You can log various levels of debug information from the Data Exchanges Information window.

� To enable debug logging

1 On the Data Exchanges Information window, click the Advance Settings tab.

2 In the Enable Debug Logging field, click Yes.

3 In the Debug File Path, browse to select the location for the debug files.

If you enable debug logging but do not specify a path for the file, the log is written to the default debug path that you specified during installation of BMC Atrium Core.In the Debug File Creation area, perform one of the following steps:

� To create new log files and write the contents of the previous log files to the dataExchangeName_timeStamp.bak file, click Create Backup.

� To preserve the log files and their contents, click Append To Existing. New information is appended to the existing file or is wrapped to the top of the file, depending on the value in the Max Debug Size field.

4 In the Max Debug Size field, type the maximum size (in bytes) for the log file.

NOTE You cannot set the log file size smaller than 4096 because that could be the length of a single log line. When the log file reaches the maximum limit, depending on the Log-File Creation settings, either the backup file is created or the new information wraps to the top of the file, overwriting the old information.

5 In the Enable Thread Based Logging field, click Yes to create thread-based log files.

The name of the log file would be formatted as follows: dataExchangeName_TthreadNumber.dbg.

6 In the Debug Level area, select any of the following check boxes:

� API Calls—Logs information about all API calls made by BMC Atrium Integration Engine. Information is logged on entry and exit of every API call.

� SQL Statements—Logs SQL commands sent to the database. Information is logged for each SQL command issued, including a time stamp.

� Record Summary—Logs summary information for each record. Summary information includes whether the record is being added, updated, or deleted, and whether that operation was successful.

� Record Details—Logs detailed level information for each record. Details are provided at the field level. Information can include the value for each Source field, how it is getting converted to the Destination field after applying any rules, and whether the record is successfully added, updated, or deleted.

7 Click Apply To All Exchanges.



The debug settings are applied to all exchanges that are in the Active state.

8 Click Save.

Log messages Log messages record all major events about data exchanges and individual record transfers. All log events are recorded both in the BMC Atrium Integration Engine log file and the AIE:Log form.

Log messages provide broad information about events and errors. Use the log of debug events to help you understand the nature of problems that you encounter and how to correct them. Log messages are sorted into the following event categories:

� Service Status—Indicates when a data exchange starts and when it ends.

� Session Statistics—Provides statistics about the number of records processed for the main mapping of a data exchange. The count includes records added, updated, or not transferred due to an error.

� Service Error—Indicates an error that prevents the data exchange from taking place.

� Transfer Warning—Indicates that a transfer was made despite a possible problem, such as data truncated to fit a field. The key of the request is provided in the message text.

� Transfer Error—Indicates that a transfer was not made due to a problem, such as a data conversion error. The error message indicates the key of the record that failed and any associated AR System server error messages. More detailed information about why a record was not transferred is recorded in the debug file (if debugging is activated).

� Adapter Error—Indicates that the adapter could not be used by BMC Atrium Core. This could be the result of an invalid registry entry, a .dll file not in the correct path, and so on.

Each category has both informational messages and error messages. You can use the log message categories to determine what kind of workflow to generate. For example, you might want workflow to send notifications, based on log message numbers or categories, to the individuals in your company who are responsible for managing various parts of the data exchanges.



Data exchange log messagesTable 6-2 lists log messages that you might receive during a data exchange. Some messages contain placeholders, such as %1, %2, and so on. These placeholders represent text that is inserted during run time.

Table 7-2: Log file messages (Sheet 1 of 4)

ID number Message Description

3301 BMC Remedy Link starting to process requests <%1>.

The BMC Atrium Integration Engine service started a data exchange session at the time indicated.

3302 BMC Remedy Link Terminating <%1>.

An error condition caused the BMC Atrium Integration Engine service to terminate at the indicated time.

3303 No Field Mapping entries defined for VendorApp: <%1>.

No requests exist on the Data Field Mapping tab of the AIE:ARMappingInfo form for the BMC Atrium Integration Engine service to use. The BMC Atrium Integration Engine service does not process requests without field mapping rules defined.

3304 Malloc failed. The BMC Atrium Integration Engine service ran out of available memory and cannot continue. This is a fatal error.

3305 No Rules defined for field mapping <%1>; field mapping definition ignored.

No rules were defined for the specified field mapping. The BMC Atrium Integration Engine service ignores this request and continues. After rules are defined, the BMC Atrium Integration Engine service uses this request.

3306 Failed to update form <%1> request-id <%2>.

The BMC Atrium Integration Engine service received an error while trying to process the specified form and request ID. An additional error message precedes this error, indicating that a call to the AR System server failed.

3307 Failed to create request in form <%1>.

The BMC Atrium Integration Engine service received an error from the AR System server that was trying to create a request in the specified form.

3308 Failed to add request <%1> to form <%2>.

The BMC Atrium Integration Engine service received an error while trying to add a unique identifier to the specified form. Additional errors precede this one, indicating which calls to the AR System server failed.

3310 Failed to open configuration file <%1>.

The BMC Atrium Integration Engine service could not find or open aie.cfg. Verify that the configuration file exists and is accessible.

3311 Required configuration parameter is missing — <%1>.

The specified configuration parameter was missing or typed incorrectly. Add or correct the entry in aie.cfg.

3312 Form <%1> does not exist or is not accessible.

The specified form does not exist or is not accessible. Verify that the form exists and that the login used by the BMC Atrium Integration Engine service has permission to create, modify, and delete requests.



3313 No valid field mapping rules are defined; daemon cannot run.

No valid requests exist in the corresponding mapping consoles for AR and CMDB. Correct the existing requests’ rules, or create valid rules.

3314 Failed to load message DLL — <%1>.

The BMC Atrium Core service could not load the indicated message .dll file.

3315 Failed to delete request <%1> for form <%2>.

The BMC Atrium Integration Engine service could not delete the specified request in the form.The BMC Atrium Integration Engine service deletes requests that do not have a matching primary form request. Make sure that the account being used by the BMC Atrium Integration Engine service has permission to delete requests.

3316 One or more required fields are missing from form <%1>.

The specified form is missing one or more required fields. Use the respective Mapping Information windows for BMC Remedy Action Request System Server (BMC Remedy AR Server) forms, CI classes, and relationship classes to create or modify all the field mappings.

3317 A fatal setup error occurred; service cannot run until it is corrected.

A nonrecoverable error occurred while the BMC Atrium Integration Engine service was being set up to process requests. Previous messages indicate what is wrong.

3318 A setup error occurred; the service will try again at its next scheduled time.

A recoverable error occurred while the BMC Atrium Integration Engine service was being set up to process requests. A previous message indicates what is wrong.

3319 Setup completed successfully, starting to process requests.

The BMC Atrium Integration Engine service completed setup and will begin a data exchange.

3320 Failed to update form <%1> request <%2>.

The BMC Atrium Integration Engine service received an error from the AR System server while trying to update the indicated request in the specified form.

3321 Could not find the field mapping name <%1> for request <%2> in form <%3>.

The BMC Atrium Integration Engine service was unable to locate the indicated field mapping name in the specified form for the indicated request. The request is not updated.

3322 No data was returned using field mapping definition <%1> for request <%2>.

The BMC Atrium Integration Engine service did not receive data from the AR System server for the indicated request.

3323 BMC Remedy Link finished processing requests <%1>.

The BMC Atrium Integration Engine service completed a data exchange at the indicated time.

3324 BMC Remedy Link does not have a license, and cannot be run.

The BMC Atrium Integration Engine service does not have a license.





3325 Session <%1> statistics: AR System requests: <%2>, Vendor requests: <%3>.

Statistics about the BMC Atrium Integration Engine service transactions:<%1> — Name of the session ID tag from the AIE:DataExchange form. <%2> — Number of AR System keys processed.<%3> — Number of external data store keys processed.

3326 Session <%1> statistics: Requests added: <%2>, updated: <%3>, errors: <%4>, warnings: <%5>.

Statistics about the BMC Atrium Integration Engine service transactions:<%1> — Name of the session ID tag from the AIE:FieldMapping form.<%2> — Number of requests added.<%3> — Number of requests updated.<%4> — Number of requests ignored due to an error.<%5> — Number of requests updated and added, but some fields were ignored due to an error.

3327 Session <%1>: Request <%2> error: record ignored due to error.

The record was not exchanged for the named session ID tag and the named data key. Verify that the session ID tag and the data key are correct in the field mapping.

3328 Session <%1>: Request <%2> warning: one or more fields not processed.

The fields were not processed for the named session ID tag and the named data key. Verify that the session ID tag and the data key are correct in the field mapping.

3329 Adapter <%1>: Cannot find adapter file at<%2>.

An BMC Atrium Integration Engine adapter is not present at the specified path. Check the BMC Atrium Integration Engine installation directory.

3330 Adapter <%1>: Failed to load adapter <%2>.

This issue can occur on UNIX and Windows computers. The adapter library might fail to load due to incorrect environment variable settings. For example, this issue might occur on a UNIX computer if the LD-LIBRARY-PATH environment variable does not contain the correct path.

3331 Adapter <%1>: GetProcAddress() failed.

The BMC Atrium Integration Engine service was unable to get function address in the Adapter library.

3332 Adapter <%1>: Failed to initialize adapter: <%2>.

The BMC Atrium Integration Engine service failed to initialize adapter object. Check external data store configuration parameters.

3333 Adapter <%1>: Failed to create adapter object: <%2>.

The BMC Atrium Integration Engine service failed to allocate memory for adapter object.

3334 Adapter <%1>: Failed to terminate the adapter: <%2>.

The BMC Atrium Integration Engine service failed to close the adapter connection and release resources.





Debug messages BMC Atrium Integration Engine generates debug messages that help you detect errors and events in the data exchange process. These debug messages are of the following types:

� instanceName_aiemain.dbg—A special, high-level debug file that records details and problems with the BMC Atrium Integration Engine service. It does not record events that occur for individual data exchanges.

� exchangeName.dbg—After each data exchange starts, the BMC Atrium Integration Engine service creates a unique debug file for the exchange.

� instanceName_aieEventCleanup.dbg—Logs messages for event-driven data exchanges that are not active.

� instanceName_aieEventListener.dbg—Logs messages when the Verify and Run Now commands or the event-driven data exchange is not working correctly.

� instanceName_aieEventMgr.dbg—Logs messages specific to the current event-driven data exchange.

Using the instanceName_aiemain.dbg debug file When you start the BMC Atrium Integration Engine service, you have the option of running it with debugging enabled or not, depending on whether you specify the debug startup parameters on the command line.

If you specify the debug startup parameters, the BMC Atrium Integration Engine service creates the instanceName_eiemain.dbg file and records diagnostic information about the initialization errors.

3336 Adapter <%1>: Failed to open connection to data source: <%2>.

The BMC Atrium Integration Engine service failed to open an adapter connection with data store.

3337 There is another Atrium BMC Atrium Core process running on this machine, engine exit.

Another BMC Atrium Integration Engine process is running on this computer. Exit the specified instance of BMC Atrium Integration Engine.

3339 Active event request without a configured data exchange. Data exchange: <%1>.

The data exchange is activated with improper configuration.

3340 %s adapter cannot obtain a license as the maximum number of exchange for a Demo license has exceeded. Data exchanges using that adapter cannot run.

The adapter cannot obtain a license because the maximum number of exchanges for a Demo license has been exceeded.





In addition to startup information, the instanceName_eiemain.dbg file records high-level information about data exchanges found, licenses issued, licenses absent, and event requests. Consult instanceName_eiemain.dbg if your data exchange fails to start and no exchangeName.dbg file is created, or if an event request fails to run.

NOTE Only one instanceName_eiemain.dbg debug file is created regardless of how many data exchanges are configured.

The following text is an example of instanceName_eiemain.dbg:

Starting to look for changes to data exchange definitionsService has detected 1 active data exchanges on AR SystemLocation of 'FlatFile' adapter obtainedLicense granted to FlatFile.Adapter Version: 7.5.00Thread started to manage exchange: SamplePullExchange_2Starting threads to manage event driven requestsImmediate async thread started.Event Request cleanup thread started.Waiting for 5 minutes to look for changes to data exchange definitions.

Using an exchangeName.dbg debug file If you enable the logging of debug events, when a data exchange starts, the BMC Atrium Integration Engine service creates a unique debug file for it, assigning it the name of the data exchange. For example, if the data exchange is named GetDiskDetail, the debug file will have the name GetDiskDetail.dbg.

NOTE If you configure multiple concurrent data exchanges on the Main tab of the AIE:DataExchange form, the BMC Atrium Integration Engine service debug files are assigned the name of the data exchange with a sequence number appended to it. Using the example in the previous paragraph, if two concurrent data exchanges are configured, the debug file names are getdiskdetail_1.dbg and getdiskdetail_2.dbg.

Each data exchange debug file provides a list of all rules entered in the Data Exchange application in the order that they are entered on the respective Mapping Information window for BMC Remedy Action Request System Server (BMC Remedy AR Server) forms, CI classes, or relationship classes. The debug file also indicates on which tabs of the forms these rules are entered.

NOTE AIE:DataMapping, AIE:CMDBDataMapping, and AIE:CMDBRelMapping are backend forms used to store information. You cannot interact directly with these forms.



Each data exchange debug file records the following events as they take place when a data exchange is run:

� Data retrieved

� Any values generated by rule syntax

� Data conversions performed

� Data updated, created, or deleted

� Errors or warnings

For detailed information about the problems that occur in specific data exchanges, enable the log of debug events in aie.cfg.

Initialization phase debug logging During the initialization phase, the BMC Atrium Integration Engine debug facilities record all data exchange and data handling rules.

The following example shows the information collected when all Debug Level options are selected on the Advanced Settings tab of the Data Exchanges Information window.

StartDataHandlers: Connection established to both AR/CMDB and vendor>>>ARS Form Fields:Field mappings in: 'FlatFileSamplePull'

Rule 1: <First Name (id: 536870914)> Set to data type: 4 (Character)Rule 2: <Salary (id: 536870916)> Set to data type: 3 (Real)Rule 3: <Gender (id: 536870917)> Set to data type: 6 (Enum)

>>>ARS Form Key Fields:Key Rule 1: <Last Name (id: 536870913)> Set to data type: 4 (Character)

>>>ARS System Query:No query defined. All entries will be processed.>>>Vendor Rules:Field mappings in: 'FlatFileSamplePull'

Rule 1: <FNAME> Set to data type: 4 (Character)Rule 2: <SALARY> Set to data type: 3 (Real)Rule 3: <GENDER> Set to data type: 2 (Integer)

>>>Vendor Keys:Key Rule 1: <LNAME> Set to data type: 4 (Character)

>>>Vendor Query:No query defined: All entries will be processed.StopDataHandlers: Disconnected from both AR/CMDB and Vendor applications



Processing phase debug logging During the processing phase, the debug file shows all rules retrieved from the Data Exchange application and the page of the respective Mapping Information window for BMC Remedy Action Request System Server (BMC Remedy AR Server) forms, CI classes, or relationship classes from which it was retrieved, and the data type of the data defined by the rule.

The debug file identifies the success or failure of the data transfer and provides a detailed error message for each error.

The following example shows the error messages when all Debug Level options are selected on the Advanced Settings tab of the Data Exchanges Information window.

Start comparing list of records on Mon Jul 02 16:29:21 2008SessionID=SamplePullExchangedirection=VendorDataIntoARupdateType=Both New and ChangedAR System Data ServerData obtained from Source for mappings: 'FlatFileSamplePull'

Rule 1: 'FNAME', Value: 'Mary'Rule 2: 'SALARY', Value: '135'Rule 3: 'GENDER', Value: '1'Key Rule 1: 'LNAME', Value: 'Poulos'

Setting field values of Target for mappings 'FlatFileSamplePull'Rule 1: <First Name (id: 536870914)> set to 'Mary'Rule 2: <Salary (id: 536870916)> set to '135'Rule 3: <Gender (id: 536870917)> set to '1'Key Rule 1: <Last Name (id: 536870913)> set to 'Poulos'

Adding entry Poulos to form 'AIE:FlatFileSample'Data obtained from Source for mappings: 'FlatFileSamplePull'

Rule 1: 'FNAME', Value: 'Tom'Rule 2: 'SALARY', Value: '234'Rule 3: 'GENDER', Value: '0'Key Rule 1: 'LNAME', Value: 'Smith'

Setting field values of Target for mappings 'FlatFileSamplePull'Rule 1: <First Name (id: 536870914)> set to 'Tom'Rule 2: <Salary (id: 536870916)> set to '234'Rule 3: <Gender (id: 536870917)> set to '0'Key Rule 1: <Last Name (id: 536870913)> set to 'Smith'

Adding entry Smith to form 'AIE:FlatFileSample'

Data exchange statistics The BMC Atrium Integration Engine service debug file also lists the data exchange statistics. When a data exchange starts, the exchangeName.dbg file records the number of records obtained from each data store. When a data exchange stops, the exchangeName.dbg file shows statistics of the number of records actually transferred. For each data exchange, only the statistics for the main mapping are recorded in the debug file. Statistics for other data mappings are not recorded.

Number of AR System Keys obtained 0.Number of Vendor Keys obtained 0.



Session statistics: AR requests: 0, Vendor requests: 5Session statistics: Requests added: 5, updated: 0, deleted: 0, errors: 0, warningSleep until next poll interval or scheduled time for data transferStopDataHandlers: Disconnected from both AR/CMDB and Vendor application.

Atrium Impact Simulator loggingAtrium Impact Simulator logs errors in the ais.log and ais_cell.log files. The ais.log file records messages generated by the Atrium Impact Simulator plug-in, such as notifying you that Atrium Impact Simulator is starting up and that the Atrium Impact Simulator receiver started on a specific port number. The ais_cell.log file records errors that are generated by the Atrium Impact Simulator computation cell.

Atrium Impact Simulator plug-in loggingAtrium Impact Simulator uses the Apache log4j mechanism to log messages. Each entry in the log provides the following details:

� Thread—The thread that the transaction used when the message was generated.


� Log Type—The type of log entry: debug, information, warning, error, or fatal.


You can specify additional logging options for Atrium Impact Simulator plug-in in the log4j_pluginsvr.xml configuration file. The debug level parameter specified level of logging that you require for your Atrium Impact Simulator plug-in transactions. To set the debug logging to a different level, add CMDB-Debug-Level: loggingLevel to the configuration file and restart the AR System server. The debug levels are:

� Debug—Logs messages for severe errors, which are used for debugging purposes. This is the highest logging level.

� Information—Logs informational messages. This is the default logging level.

� Warning—Logs messages for warnings.

� Error—Logs messages for errors.

� Fatal—Logs messages and details for the fatal errors.

For more information about the additional parameters that you can specify for the Atrium Impact Simulator plug-in, see http://logging.apache.org.


Atrium Impact Simulator logging

Enabling Atrium Impact Simulator plug-in loggingUse this procedure to enable Atrium Impact Simulator plug-in logging

� To enable Atrium Impact Simulator plug-in logging

1 From the <AtriumInstallation>/AtriumCore/<hostName>/cmdb/plugins/shared/ directory, open the log4j_pluginsvr.xml file.

2 In the file, search for the "Logger for AIS" string.

3 For the com.bmc.atrium.filterplugin.ais and com.bmc.atrium.ais loggers, set the level value parameter to DEBUG.

Your changes will take effect shortly or after the next time you restart the AR System server.

Enabling Atrium Impact Simulator cell loggingThe Atrium Impact Simulator cell, which is a separate process, is the engine that performs the calculations for the impact simulations in the background.

NOTE The ais.cell also logs internal messages from other BMC Atrium Core components. For this reason, BMC recommends that you do not change any additional configuration settings in the mcell.trace file.

� To enable Atrium Impact Simulator cell logging

1 From the AtriumInstallation/AtriumCore/hostName/ais/etc/directory, open the mcell.trace file.

2 Search for the ALL ALL entry at the end of the file.

3 If you find the entry and if it is commented, set it to stderr. Otherwise add the ALL ALL stderr entry.

4 Restart the Atrium Impact Simulator cell for the value to take effect:

� On Windows, go to the command prompt and type “net start “BMC Atrium Impact Simulator”.

� On UNIX—at the prompt type “/etc/rc2.d/S99ais start”.

After you finish logging, add a comment entry character "#" at the beginning of the ALL ALL entry.



Normalization Engine loggingThe Normalization Engine logs errors in the following log files:

� neAPI.log—Records the messages that are generated by the Normalization Engine API calls.

� neContinuous.log—Records the messages that are generated by the Normalization Engine continuous job processing.

� neJob.DatasetId.NNNN.log—Records the messages that are generated by the Normalization Engine batch job processing. The DatasetId component in the file name indicates the dataset ID on which the normalization activity is to be performed and the NNNN component is a four-digit sequence number, for example, e.g, neJob.BMC.SAMPLE.0000.log

� nePluginServer.log—Records information, such as the Normalization Engine is starting up, the cache is loading up, and so on.

The Normalization Engine logs, which classify the messages into error, warning, information, and debug categories, are enabled by default. Each entry in the log provides the following details:


� Log Type—The type of log entry: warning, error, or information.

� File name and line number—The file name and line number on which the error occurred.

� User name—The user that started a specific Normalization Engine job. This information is not logged in the neContinuous.log and neBatchtimeStamp.log files.

� TID—The thread that the Normalization Engine job used when the message was generated.


You can specify the following additional parameters for logging in the Configuration Editor window of the Normalization Engine console.

� API Log File Location—Enables you to specify a directory location different than the default location on your system where the log files are to be written. The Normalization Engine log files are located in the atriumInstallationDirectory/Logs directory by default.

� API MAx File Size (MB)—Enables you to specify a maximum size, in megaytes (MB), for your log file. When the log file reaches the specified limit, the system automatically creates a backup of the log file and continues to store the log entries in a new log file. The default value for the CMDB-Max-Log-File-Size parameter is set to 5 MB.


AR System server logging

� API Log Level—Specifies the level of logging for the log files. These levels determine the types of messages that are logged for the Normalization Engine. The logging levels are inclusive of their preceding levels. The debug levels are:

� Error—Logs messages for error.

� Warning—Logs messages for warnings.

� Information—Logs informational messages. This the default logging level.

� Debug—Logs additional details for errors, which are used for debugging purposes. This is the highest level of logging.

For more information about setting the log file parameters for the Normalization Engine, see the BMC Atrium CMDB 7.6.04 Normalization and Reconciliation Guide.

AR System server logging The AR System server also provides error logs, such as arerror.log and arapi.log. The arerror.log file records all AR System server error messages, such as notifying you that your AR System server stopped responding, and so on.

For example, you might receive an ARERR [92] Timeout during database update error on the BMC Atrium Core client. One of the possible causes for this timeout error might be that the AR System server stopped responding. To troubleshoot this error, try to reproduce the error and examine other logs to identify the cause of the error.

The arapi.log file traces all AR System API calls that are run on the server. Both arerror.log and arapi.log files are located by default in the C:\Program Files\BMC Software\ARSystem\Arserver\Db subdirectory of your AR System server installation directory.

Additionally, you can enable the Filter and SQL logging options from the AR System Administration: Server Information > Log Files tab in BMC Remedy User. On Windows, these logging options create the log files by default under the Program Files\BMC Software\ARSystem\Arserver\Db subdirectory of your installation directory. On UNIX, they are created under serverInstallationDirectory/db. You can change the file names and location of any of these logs at any time.

Make sure that you examine the arerror.log and cmdbengdebug.log files for any CMDB Engine library loading errors, If any errors occurred when loading the library during AR System server starts up, BMC Atrium Core might not function correctly.

In addition to logging errors to the cmdbengdebug.log file, BMC Atrium Core also writes to the arerror.log file under certain circumstances, such as the following scenarios:



� If the RPC program was not registered when making a BMC Atrium Core API call from a BMC Atrium Core client, an error is written to arerror.log. This error occurs because the AR System server did not load the CMDB Engine library.

� If the OBJSTR:Class form that holds BMC Atrium CMDB metadata is not available on the server, an ARERR [9755] error is written to arerror.log, such as the following example, and the CMDB Engine library fails to load:

Thu May 03 15:01:21 2007 390600 : Error encountered while initializing (Initialization routine) the shared library (ARERR 9755)Thu May 03 15:01:21 2007 bmc.cmdb.cmdbEngineThu May 03 15:01:22 2007 390600 : Form does not exist on server : OBJSTR:Class (ARERR 303)

For more information about these AR System server log files, see the BMC Remedy Action Request System 7.6.04 Optimizing and Troubleshooting Guide.

Bundling the BMC Atrium Core log filesWhen calling BMC Customer Support regarding any issues, you might need to zip up all the BMC Atrium Core log files and send it to BMC. To create a zip file of the logs, run the following command:

java -cp <JAR file path> <LogZipper path> <output profile> <output file path>com.bmc.install.product.base.zipper.LogZippercom.bmc.install.product.atriumfoundation.AtriumFoundationLogZipperProfileListBuilder destinationDirectory/AtriumCoreLogs.zip

Example:java -cp "C:\Program Files\BMC Software\AtriumCore\rietvm02-cl1\UninstallBMCAtriumCore\uninstaller.jar"com.bmc.install.product.base.zipper.LogZippercom.bmc.install.product.atriumfoundation.AtriumFoundationLogZipperProfileListBuilder "C:\Program Files\BMCSoftware\AtriumCore\rietvm02-cl1\AtriumCoreLogs.zip"


Appendix

A
BMC Atrium CMDB C API error messages
Table A-1 lists the error number, message type, message text, description, and solution for errors that are generated by BMC Atrium CMDB C API.

Table A-1: C API error messages (Sheet 1 of 34)

Error number Message type Message, description, and solution

120000 Error The CMDB API session is not initialized. (CMDB_ERROR_SYSTEM_NOT_INITIALIZED)Description

You did not initialize the CMDB API session in your API calls. Solution

You must call the CMDBInitialization function before calling another BMC Atrium CMDB C API function.

120001 Error A fatal error occurred during CMDB initialization. The CMDB system cannot be initialized. (CMDB_ERROR_SYSTEM_CANNOT_BE_INITIALIZED)Description

A system error prevented the CMDB from being initialized. Solution

Contact your CMDB administrator.

120002 Error Class does not exist. (CMDB_ERROR_NO_SUCH_CLASS)

Description

The class that you are attempting to view does not exist in the CMDB.Solution

Specify a valid class name or class ID.

120003 Error A required parameter is empty. (CMDB_ERROR_REQUIRED_PARAM_EMPTY)Description

You did not specify a value for a required function parameter.Solution

Provide a non-empty parameter to the BMC Atrium CMDB C API function call.



120004 Error Attribute does not exist. (CMDB_ERROR_NO_SUCH_ATTRIBUTE)Description

The attribute that you are attempting to view does not exist.Solution

Provide a valid attribute name or ID.

120005 Error The supplied attribute data type is not supported. (CMDB_ERROR_UNSUPPORTED_ATTRIBUTE_DATA_TYPE)Description

The data type specified for the attribute does not exist in the CMDB.

Solution

Make sure that the supplied attribute data type is valid for BMC Atrium CMDB. For more information about data types, see “AR_DATA_TYPE” section of the ar.h file.

120006 Error Instance not found. (CMDB_ERROR_INSTANCE_NOT_FOUND)Description

The specified instance is not found.Solution

Specify a valid instance ID.

120007 Error CMDB system error occurred during processing. (CMDB_ERROR_SYSTEM_ERROR)Description

An unexpected system error occurred during CMDB processing.Solution


120009 Error The class name is not unique. The class name is already in use. (CMDB_ERROR_CLASS_NAME_ID_NOT_UNIQUE)Description

The specified class name already exists within the given namespace.Solution

Specify an unused class name.

120011 Error Class already exists.

(CMDB_ERROR_CLASS_ALREADY_EXISTS)Description

A class with the specified class ID already exists.Solution

Create a class with a different class ID.

120014 Error The attribute name is not unique. The attribute name is already in use. (CMDB_ERROR_ATTRIBUTE_NAME_NOT_UNIQUE)Description

An attribute with the specified name already exists.Solution

Specify an unused attribute name.





120015 Error Attribute already exists. (CMDB_ERROR_ATTRIBUTE_ALREADY_EXISTS)Description

An attribute with the same attribute ID already exists.Solution

Specify a different attribute ID.

120016 Error The default enumeration value is invalid. (CMDB_ERROR_INVALID_ENUM_DEFAULT)Description

The default value specified for the enumeration attribute is not one of its defined values.Solution

Specify an enumeration value that is defined for the attribute.

120017 Error The specified list format is not valid. (CMDB_ERROR_INVALID_LIST_FORMAT)Description

The format is Ln, where n is the maximum number of items.Solution

Modify the list format to Ln.

120018 Error (CMDB_ERROR_EXCEED_MAX_LIST_ITEMS)Description

The number of semicolon-separated items in a character attribute exceeds the number defined in the List format. Solution

Decrease the number of items in the attribute for the current instance or change the attribute’s definitions to increase the number defined in its List Format.

120019 Error The relationship role names must be different. (CMDB_ERROR_ROLE_NAMES_MUST_BE_DIFFERENT)Description

You cannot create a relationship class with two roles of the same name.Solution

Provide a different role name for each role.

120020 Error An invalid cardinality value was supplied. (CMDB_ERROR_INVALID_CARDINALITY_VALUE)Description

The cardinality that you specified is not one of the defined values.Solution

Specify a valid cardinality value.





120021 Error Cannot create a relationship class that is derived for a non-relationship class. (CMDB_ERROR_SUPERCLASS_MUST_BE_REL_CLASS)Description

You are attempting to derive a relationship class from a class of another type.Solution

Make sure that you derive a relationship only from a relationship class.

120022 Error The role name does not match the superclass role name. (CMDB_ERROR_ROLE_NAME_DOES_NOT_MATCH_SUPERCLASS)Description

When you create a derived relationship class, the role name properties must match the superclass’s role name properties.Solution

Supply the same role name as the superclass.

120023 Error The Configuration Item Class for the role is not a derived class of the superclass’s role. (CMDB_ERROR_CLASS_ROLE_NOT_SUPERCLASS_DERIVED)Description

When you create a derived relationship class, the configuration item role classes must be the same as or derived from the superclass's configuration item role classes. Solution

Derive a role class from the super class’s role class.

120024 Error The cardinality of the derived relationship class cannot be less restrictive than the superclass. (CMDB_ERROR_SUBCLASS_CARDINALITY_LESS_RESTRICTIVE)Description

If the superclass cardinality is one-to-many, the derived class cardinality can be one-to-one but cannot be many-to-many.Solution

Specify a cardinality that is the same as the superclass or is more restrictive than the superclass.

120025 Error The supplied relationship parameter cannot be modified. (CMDB_ERROR_RELATIONSHIP_PARAM_CANNOT_BE_CHANGED)Description

You cannot modify the relationship parameter.Solution

Do not attempt to modify the relationship parameter.





120026 Error The supplied class type is invalid. (CMDB_ERROR_INVALID_CLASS_TYPE)Description

The class type that you specified is not one of the system-defined class types.Solution

Select a valid class type—CI or Relationship.

120027 Error The class type cannot be modified. (CMDB_ERROR_CLASS_TYPE_CANNOT_BE_CHANGED)Description

You cannot modify the class type.Solution

Do not attempt to modify an existing class type.

120028 Error The attribute cannot be set. (CMDB_ERROR_ATTRIBUTE_CANNOT_BE_SET)Description

You cannot set the attribute.Solution


120029 Error The attribute information is corrupt. (CMDB_ERROR_ATTRIBUTE_INFO_CORRUPT)Description

Information for the attribute is corrupt.Solution


120030 Error Invalid instance operation on the abstract class. (CMDB_ERROR_INVALID_ABSTRACT_CLASS_INST_OPERATION)Description

You are attempting to perform an abstract class operation on an instance.Solution

Perform the operation on a non-abstract class.

120031 Error The parameters for the categorization class are invalid. (CMDB_ERROR_INVALID_CATEGORAIZATION_SUBCLASS)Description

The parameter value that you specified for the categorization class does not match the class definition.Solution

Make sure that the parameters for the categorization class are correct.





120032 Error The parameters for the final class are invalid. (CMDB_ERROR_INVALID_FINAL_CLASS)Description

The parameter value that you specified for the final class does not match the class definition.Solution

Make sure that the parameters for the final class are correct.

120033 Error The parameters for the singleton class are invalid. (CMDB_ERROR_INVALID_SINGLETON_CLASS)Description

The parameter value that you specified for the singleton class does not match with the class definition.Solution

Make sure that the parameters for the singleton class are correct.

120034 Warning The specified export item type is invalid. (CMDB_WARN_INVALID_EXPORT_ITEM_TYPE)Description

The item type you are attempting to export is invalid.Solution

The export item should be either of type CMDB-ITEM-TYPE-META-DATA (1) or CMDB-INSTANCE-DATA (2).

120035 Error The permission list must be a list of group IDs separated by semicolons. (CMDB_ERROR_PERMISSION_LIST_INVALID)Description

You are attempting to use an invalid character to separate group IDs in a list. Solution

Use semicolons to separate the groups IDs in the permission list.

120036 Error The specified query graph does not have a starting node. (CMDB_ERROR_QUERY_GRAPH_HAS_NO_STARTNODE)Description

You omitted the starting node parameter in a graph query.Solution

Make sure that you specify the starting node information in the graph query.

120037 Error A specified node is ambiguous. (CMDB_ERROR_QUERY_GRAPH_HAS_AMBIGUOUS_NODE)Description

More than one node has the same name for the query graph.Solution

Use an extension ID to distinguish between nodes within the same class and namespace.





120038 Error Creating more than one instance in a singleton class is not allowed. (CMDB_ERROR_INVALID_SINGLETON_CLASS_INST_OPERATION)Description

You can create only one instance from a singleton class.Solution

Do not create more than one instance from a singleton class.

120039 Error The operation violates the cardinality constraint of the relationship. (CMDB_ERROR_RELATION_CARDINALITY_CHECK)Description

The operation that you are performing violates the cardinality constraint of the relationship.Solution

Using the Atrium Explorer, make sure that the operation does not violate the cardinality constraint.

120040 Error The relationship endpoint instance does not exist. (CMDB_ERROR_RELATION_END_PT_DOES_NOT_EXIST)Description

You are attempting to create a relationship for a CI instance that does not exist.Solution

Make sure that the instance exists.

120041 Error Required attributes are not allowed in categorization classes. (CMDB_ERROR_CATSUBCLASS_REQD_ATTR_NOT_ALLOWED)Description

You are specifying the entry mode option as Required for the categorization class. This option is not allowed.Solution

Change the entry mode to Optional.

120042 Error Because the relationship superclass is a weak relationship, this class must also be a weak relationship. (CMDB_ERROR_SUBCLASS_MUST_BE_RS_WEAK_REFERENCE)Description

You cannot derive a regular relationship subclass from a weak relationship superclass.Solution

Define this class as a weak relationship.





120043 Error Invalid cardinality for the weak relationship. (CMDB_ERROR_INVALID_CARDINALITY_FOR_WEAK_REFERENCE)Description

You are attempting to specify an incorrect cardinality for a weak relationship.Solution

Set the cardinality for a weak relationship to either one-to-many or one-to-one.

120044 Error The weak instance is already associated with another lead instance.

(CMDB_ERROR_WEAK_INSTANCE_ALREADY_ASSOCIATED)Description

You are attempting to specify more than one lead instance for a weak instance.Solution

Dissociate the weak instance before trying to associate it with another lead instance.

120045 Error The weak class of the weak relationship cannot be abstract. (CMDB_ERROR_NO_WEAK_RELATION_ABSTRACT_CLASS_ALLOWED)Description

You cannot create a weak class of the abstract type for a weak relationship.Solution

Define the weak class of the weak relationship as non-abstract.

120046 Error Setting lead class reference values is not allowed. (CMDB_ERROR_SETTING_LEAD_CLASS_REF_DISALLOWED)Description

You cannot modify the attributes propagated from the lead class. Solution

Do not attempt to modify propagated, read-only attributes values.

120048 Error You cannot set a primary key characteristic on an attribute. (CMDB_ERROR_CANNOT_MODIFY_PRIMARY_KEY_ON_ATTRIBUTE)Description

You can set an attribute as the primary key only using a unique index.Solution

You must set the primary key characteristic using an index.

120049 Error The primary key must be a unique index. (CMDB_ERROR_PRIMARY_KEY_ISNT_UNIQUE)Description

The attribute that you are attempting to set as primary key contains duplicate values.Solution

Specify a unique index as the primary key.





120050 Error You can have only one primary key per class. (CMDB_ERROR_MORE_THAN_ONE_PRIMARY_KEY_DISALLOWED)Description

You are attempting to set more than one primary key for a class.Solution

Specify only one primary key per class.

120051 Error The weak class for the weak relationship class cannot be a categorization class. (CMDB_ERROR_NO_RHS_CATSUBCLASS_FOR_WEAK_REFERENCE)Description

You are attempting to create the right-hand class as a categorization class in a week relationship.Solution

Define the weak class as a noncategorization class.

120052 Error The specified index could not be found.CMDB_ERROR_NO_SUCH_INDEX

Description

The index that you specified might be incorrect.Solution

Make sure that the index that you provide exists.

120053 Error The class cannot be deleted because this class has instance data. (CMDB_ERROR_DELETE_CLASS_FAILED_DATA_EXISTS)Description

You are attempting to delete a class that contains data.Solution

To delete a class that contains data, specify Delete With Data as the delete option.

120054 Error The class cannot be deleted because there are class dependencies on this class. (CMDB_ERROR_DELETE_CLASS_FAILED_DEPENDECIES_EXISTS)Description

You are attempting to delete a class that has a subclass or is a CI instance for a relationship.Solution

To delete a class with dependencies, specify Delete With Dependencies as the delete option.WARNING: The Delete With Dependencies option also deletes all dependent classes even if they contain data.

120055 Warning This class is a derived class of the class being deleted. (CMDB_WARN_DELETE_CLASS_FAILED_DEP_REG_CLASS)Description

This is a warning that the class being deleted had a derived class.





120056 Warning An endpoint for this relationship class is the class being deleted. (CMDB_WARN_DELETE_CLASS_FAILED_DEP_REL_CLASS)Description

This is a warning that a CI instance for the specified relationship class is being deleted.

120057 Warning This class is a weak class of the relationship class being deleted. (CMDB_WARN_DELETE_CLASS_FAILED_DEP_WEAK_REF_CLASS)Description

This is a warning that the specified weak class of the relationship class is being deleted.

120058 Error The source attribute on the lead class for attribute propagation does not exist. (CMDB_ERROR_NO_SUCH_SOURCE_ATTRIBUTE_FOR_WEAK_REL)Description

You are attempting to propagate an attribute that does not exist in the source class.Solution

Make sure that the source attribute exists in the lead class.

120059 Error The target attribute on the weak class for attribute propagation does not exist. (CMDB_ERROR_NO_SUCH_TARGET_ATTRIBUTE_FOR_WEAK_REL)Description

You are attempting to propagate a nonexistent attribute of the weak class.Solution

Make sure that the target attribute exists in the weak class.

120060 Error The data types for the source and target attributes do not match. (CMDB_ERROR_ATTRIBUTE_DATATYPE_MISMATCH_FOR_WEAK_REL)Description

The attributes being propagated from the lead and weak classes must have the same data type.Solution

Make sure that the data type of the propagated attributes matches.

120061 Error The specified target attribute on the weak class cannot be a derived attribute from a superclass. (CMDB_ERROR_TARGET_WEAK_ATTR_CANNOT_DERIVED_ATTR)Description

You are attempting to specify a derived attribute as the target attribute in the weak class.Solution

Specify a target attribute for the weak class that is not derived from its superclass.





120062 Error Permissions for a categorization class must be the same as the permissions for the superclass. (CMDB_ERROR_CATGORIZATION_SUB_PERM_LIST_INVALID)Description

The categorization class permissions must match the permissions of its superclass.Solution

Make sure that the categorization class permissions match those of its superclass.

120063 Error Instances cannot be deleted from this form.

(CMDB_ERROR_INSTANCE_DELETE_ON_FORM_DISALLOWED)Description

You cannot delete an instance from the regular subclass form.Solution

Delete the instance by using the join form of the class.

120064 Error The system failed to create a unique identifier.

(CMDB_ERROR_CREATE_GUID_FAILED)Description

The system was unable to generate a unique identifier.Solution

If required, restart your process to generate the GUID.

120067 Error An entry in the import item list is invalid. (CMDB_ERROR_IMPORT_ITEM_ITEM)Description

An item in the specified import directory is not available. Solution

Make sure that the item exists in the specified directory.

120068 Error Data type does not match the data type defined for this attribute.

(CMDB_ERROR_MISMATCHING_ATTR_DATATYPE)Description

The value that you specified for the attribute does not match the attribute definition.Solution

Specify appropriate values that match the attribute data type definition.





120069 Error Attribute value does not fall within the limits defined for this attribute.

(CMDB_ERROR_ATTRIBUTE_VALUE_OUT_OF_LIMITS)Description

The attribute value that you specified is not within the defined range for the attribute.Solution

Make sure that the attribute value is within the defined range.

120070 Error Index list is invalid. (CMDB_ERROR_INVALID_INDEX_LIST)Description

You specified an invalid index list.Solution

Make sure that the index properties that are specified in the error message are valid.

120071 Error Setting the form name class characteristic is not allowed. (CMDB_ERROR_SETTING_FORM_NAME_CHARAC_DISALLOWED)Description

The Form Name characteristic is an invalid option for the class.Solution

You cannot set the Form Name class characteristic.

120072 Error The data type for the class characteristic value is invalid.

(CMDB_ERROR_INVALID_DATATYPE_FOR_CLASS_CHARAC)Description

The value that you specified for class characteristic subclasses does not match its data type.Solution

Specify a valid value for the class characteristic.

120073 Error The namespace name is too long. Must be 70 or fewer characters. (CMDB_ERROR_NAMESPACE_NAME_TOO_LONG)Description

The namespace name that you specified cannot exceed its character limit.Solution

Specify a namespace name that is 70 or fewer characters.

120074 Error The class name is too long. Must be 80 or fewer characters. (CMDB_ERROR_CLASS_NAME_TOO_LONG)Description

The class name that you specified cannot exceed its character limit.Solution

Specify a class name that is 80 or fewer characters.





120075 Error The subclass namespace must match the superclass namespace. (CMDB_ERROR_SUBCLASS_SUPERCLASS_NAMESPACE_MISMATCH)

Description

The namespace that you specified for the subclass does not match its superclass.Solution

Specify the same subclass namespace as the superclass.

120076 Error No value supplied for a required attribute. (CMDB_ERROR_REQUIRED_ATTRIBUTE_VALUE_MISSING)Description

You did not specify a value for a required attribute.Solution

Specify a value for the required attribute.

120077 Error Modifying the namespace name after class creation is not allowed. (CMDB_ERROR_MODIFY_NAMESPACE_NAME_IS_DISALLOWED)Description

You cannot modify the namespace name after the class is created.Solution

If required, delete this class and create a new one.

120078 Error The supplied character is not allowed in the name. (CMDB_ERROR_CHARACTER_DISALLOWED_IN_NAME)Description

You specified invalid characters for the name.Solution

Create an alphanumeric name containing any of the wildcard characters: underscore (_) or period (.).

120079 Error The attribute name is too long. Must be 80 or fewer characters. (CMDB_ERROR_ATTRIBUTE_NAME_TOO_LONG)Description

The attribute name that you specified cannot exceed its character limit.Solution

Specify an attribute name that is 80 or fewer characters.

120080 Error Invalid value for the entry mode. (CMDB_ERROR_INVALID_ATTRIBUTE_ENTRY_MODE)Description

You specified an invalid value for the entry mode subclasses.Solution

Specify one of the valid values: 0-None, 1-Required, 2-Optional, 3-System, or 4-Display_Only.





120081 Error The subclass ID is not unique within the class or within the class hierarchy. (CMDB_ERROR_ATTR_subclasses_ID_NOT_UNIQUE)

Description

The subclass ID you specified is already in use within the specified class hierarchy.Solution

Specify a different subclass ID.

120082 Error Invalid data type for the attribute characteristic. (CMDB_ERROR_INVALID_DATATYPE_FOR_ATTR_CHARAC)Description

The data type that you specified for the attribute characteristic is invalid.Solution

Specify one of the valid values: 0-None, 1-View_Perms, 2-Change_Perms, 3-Hidden, 4-Primary_Key, 5-Propogated_Owner, 6-Create_Mode, 7-Audit_Option, or 8-Namespace.

120083 Error Setting the primary key attribute characteristic is not allowed. (CMDB_ERROR_SETTING_PRIMARY_KEY_CHARAC_DISALLOWED)Description

The primary key characteristic is an invalid option for the attribute.Solution

You cannot set the primary key attribute characteristic.

120084 Error Setting the propagated owner attribute characteristic is not allowed. (CMDB_ERROR_SETTING_PROP_OWNER_CHARAC_DISALLOWED)Description

The propagated owner characteristic is an invalid option for the attribute.Solution

You cannot set the propagated owner attribute characteristic.

120085 Error The namespace for the relationship endpoint class does not match the namespace of the relationship class. (CMDB_ERROR_REL_END_POINT_CLASS_NAMESPACE_MISMATCH)Description

You are attempting to create a CI instance in a namespace different from that of the relationship class.Solution

Specify a CI instance from the same namespace as the relationship class.

120086 Error Enum name is invalid. (CMDB_ERROR_ENUM_NAME_INVALID)Description

The enumeration name you specified is invalid.Solution

Specify an attribute ID that is unique within the class hierarchy.





120087 Error Attribute ID is not unique within the class or within the class hierarchy. (CMDB_ERROR_ATTRIBUTE_ID_NOT_UNIQUE)Description

You specified an attribute ID that is not unique within the class hierarchy.Solution

Specify a unique attribute ID within the class hierarchy.

120088 Error Invalid data type for the attribute limit structure. (CMDB_ERROR_INVALID_ATTR_LIMIT_DATA_TYPE)Description

You specified an invalid value for the attribute limit structure.

Solution

The data type for the attribute limit structure must either match the data type of the attribute or be NULL.

120089 Error You do not have access to the class. (CMDB_ERROR_NO_ACCESS_TO_CLASS)Description

You do not have permissions to access the class.Solution


120090 Error You do not have access to the attribute. (CMDB_ERROR_NO_ACCESS_TO_ATTRIBUTE)Description

You do not have permissions to the access the attribute.Solution


120092 Error The dataset ID and Reconciliation Identity combination is not unique. (CMDB_ERROR_DATASET_ID_RECON_ID_NOT_UNIQUE)Description

The combination of reconciliation ID and dataset ID is not unique. Solution

Change one of these values to make the combination unique.

120093 Error The class ID is not valid.CMDB_ERROR_INVALID_CLASS_ID

Description

No such class with the class ID that you specified exists.Solution

Verify that you have specified the correct class ID.





120094 Error The direction provided for graph query is not valid. (CMDB_ERROR_QUERY_GRAPH_INVALID_DIRECTION)Description

You specified an invalid direction value for the graph query.Solution

Specify one of these valid values: 0-Direction_Out, or 1-Direction_In.

120095 Error Current object store API version is deprecated. (CMDB_ERROR_CURRENT_API_IS_DEPRECATED)Description

You are attempting to use an API call that is now deprecated.Solution

Upgrade to the current version of the CMDB API.

120096 Warning Instances skipped during import. (CMDB_WARN_IMPORT_INST_SKIPPED)Description

Certain instances were not imported during the import activity.

120097 Information Instance import summary. (CMDB_INFO_IMPORT_INST_SUMMARY)Description

This message signifies that the instance import summary follows.

120098 Error The deleteOption value specified is invalid.

CMDB_ERROR_INVALID_DELETE_OPTION)Description

You specified an invalid delete option for the class.Solution

Specify one of these valid values: CMDB_DELETE_CLASS_OPTION_NONE, CMDB_DELETE_CLASS_OPTION_WITH_DATA, or CMDB_DELETE_CLASS_OPTION_ALL_DEPENDENCIES.

120099 Error The metadata status value specified is invalid. (CMDB_ERROR_INVALID_META_DATA_STATUS)Description

You specified an invalid value for the metadata status.Solution

Specify one of these valid values: CMDB_META_DATA_STATUS_DELETE_PENDING or CMDB_META_DATA_STATUS_CHANGE_PENDING.

120100 Error One of the endpoints specified for the relationship has an invalid class ID. (CMDB_ERROR_INVALID_REL_ENDPOINT_CLASS_ID)Description

You specified an invalid class ID for one of the CI instances in the relationship.Solution

Specify a valid class ID for the instance.





120101 Error Internal system error. (CMDB_ERROR_ACCESS_TLS_BLOCK_FAILED)Description

Access to the thread local storage block failed.Solution


120102 Error A version string in the SHARE:Application_Properties form is invalid. (CMDB_ERROR_UNRECOGNIZED_VERSION_PATCH_STRING)Description

The version string for the CMDB patch is invalid.

Solution

Replace the patch string with a valid version string.

120103 Error Cascade Delete cannot be enabled for the relationship because its cardinality is invalid for cascade deletes. (CMDB_ERROR_INVALID_CASCADE_DELETE_VALUE)Description

You specified an invalid cascade delete option for the relationship.Solution

Specify a cardinality of one-to-many or one-to-one for the relationship.

120104 Error Reconciliation job cannot be started.(CMDBRE_ERROR_START_JOB_RUN_FAILED)Description

An internal error has caused your reconciliation job to fail.Solution

Contact BMC Customer Support for help.

120105 Error Failed to cancel reconciliation job.(CMDBRE_ERROR_CANCEL_JOB_RUN_FAILED)Description

An internal error has caused an unsuccessful cancellation of your reconciliation job.Solution

Contact BMC Customer Support for help.

120106 Error Job that is already in queue.

CMDBRE_ERROR_JOB_ALREADY_QUEUED Description

You are attempting to start a job that is already in queue.Solution

Wait until the job finishes to start it again.





120107 Error Failed to cancel a job not running.(CMDBRE_ERROR_JOB_NOT_RUNNING)Description

You are attempting to cancel a job that is not running.Solution

Before you cancel a job, make sure that the job is running.

120108 Error Failed to find the specified job.(CMDBRE_ERROR_JOB_LOOKUP)Description

The job that you are referring to does not exist.Solution

Make sure that the associated job ID is correct.

120109 Error Failed to start an inactive job.(CMDBRE_ERROR_INACTIVE_JOB_START)Description

You are attempting to start an inactive job.Solution

A job must be in an active state before you start it.

120110 Error Job does not exist.(CMDBRE_ERROR_JOB_NOT_EXIST)Description

The job that you are referring to does not exist.Solution

Make sure that the job exists.

120111 Error Failed to start a job, which is already running.(CMDBRE_ERROR_JOB_ALREADY_RUN)Description

You cannot start a job that is already running.Solution

Wait until the currently running job is completed and start it again.

120113 Error Number of IDs and Values does not match.(CMDB_ERROR_ENUM_ID_VALUE_LEN_MISMATCH)

Description

The number of IDs and their values that you specified do not match.Solution

Make sure that the number of IDs and the values match.

120114 Error Invalid Enum ID.(CMDB_ERROR_ENUM_ID_INVALID)

Description

You have specified an invalid Enum ID.Solution

Make sure that the Enum ID is valid.





120116 Error The session ID in the supplied control structure is invalid.(CMDB_ERROR_INVALID_AUDIT_COPY_TYPE)Description

The session ID that you specified for the login information is invalid.Solution

Make sure that the control structure is correct and your API session is properly initialized.

120117 Error You can not set the audit type as "Log" as the derived class has audit type as "Copy".(CMDB_ERROR_INVALID_AUDIT_LOG_TYPE)

Description

If you specified the Copy audit option for your derived class, its superclasses cannot contain the Log audit option setting.Solution

Make sure that the superclass and subclasses have the same audit option settings.

120120 Error Invalid dataset ID reference by the instance.(CMDB_ERROR_INVALID_DATASET_ID)

Description

The dataset ID that you specified for the instance is invalid.Solution

Perform the Set, Create, and Delete operations. If the DatasetId attribute value is given in the attribute value list, make sure that the ID is the same as the DatasetId passed in the API call signature.

120121 Error The dataset ID does not exist.(CMDB_ERROR_NO_SUCH_DATASET)

Description

The dataset ID that you specified does not exist.Solution

Make sure that the If instance for the dataset ID that you specified exists in the BMC.CORE:BMC_Dataset class. If the problem persists, restart the AR System server.

120122 Error The source dataset ID is missing.(CMDB_ERROR_DATASET_OVERLAY_SOURCE_MISSING)

Description

You did not specify the source dataset ID.Solution

Make sure that the source dataset exists and is provided.





120123 Error An internal error occurred.(CMDB_ERROR_DATASET_UNDERLAY_INTERNAL_ERROR)Description

The specified class ID and reconciliation ID for the underlay dataset do not exist.Solution

Make sure that the specified class ID and reconciliation ID exist.

120124 Error Access to the dataset denied.(CMDB_ERROR_DATASET_NO_PROPER_ACCESS)Description

You are attempting to access a dataset for which you do not have appropriate access.Solution

Make sure that the access for the dataset is not set to read-only or writable by the client.

120125 Warning Federated data corruption.(CMDB_WARNING_DATASET_CACHE_LOADING)Description

An internal error occurred when accessing federated data.Solution


120126 Error Federation foreign key expansion failed.(CMDB_WARNING_FOREIGN_KEY_EXPAND_FAILED)Description

An error occurred when attempting to expand a federated link.Solution

Make sure that the federated foreign key link has the appropriate BMC_FederatedKeyLink class name.

120127 Error The session ID in the supplied control structure is invalid.(CMDB_ERROR_BULK_TRAN_API_SESSION_ID_BAD)

Description

The API session information that you specified in the bulk transaction function is incorrect.Solution

Make sure that the control structure is correct and that your API session is properly initialized.

120128 Error Cannot start another bulk transaction because a bulk transaction has already been started.(CMDB_ERROR_BULK_TRAN_ALREADY_BEGUN)

Description

You cannot start more than one bulk transaction function at a time.Solution

Make sure no other bulk transaction function is in progress.





120129 Error The attempted operation cannot be performed because the bulk transaction has not started.(CMDB_ERROR_BULK_TRAN_NOT_BEGUN)Description

You are attempting to perform a bulk transaction operation before starting a bulk transaction session.Solution

The attempted operation can be performed only after a bulk transaction session is started.

120130 Error Failed to promote class, which has abstract superclass.(CMDB_ERROR_SUPERCLASS_OF_TYPE_ABSTRACT)

Description

You are attempting to promote a class that is derived from an abstract class.Solution

You cannot promote a class that is derived from an abstract class.

120131 Error Federation launch failed.(CMDB_ERROR_FEDLINK_LAUNCH_FAILED)

Description

The federation link that you are attempting to launch failed.Solution


120132 Error Superclass not found.(CMDB_ERROR_SUPER_CLASS_NOT_FOUND)

Description

The superclass that you specified is not found.Solution

Make sure that the specified superclass exists.

120133 Error The CMDB RPC port specified is invalid. (CMDB_ERROR_RPC_SOCKET_RANGE)

Description

The RPC port that you specified for the BMC Atrium Core is invalid.Solution

Specify a valid CMDB RPC port number. Valid port numbers are 0, 390696, and 390697 (Admin thread).

120134 Error Failed to parse the qualification.(CMDB_ERROR_FAILED_TO_RUN_QUALIFICATION)

Description

The application failed to parse the specific qualification.Solution

Correct the qualification based on the error message description provided.





120136 Error The requested object was not found in the import buffer. (CMDB_WARNING_REQUESTED_IMPORT_OBJECT_NOT_FOUND)Description

The import item list object (class or attribute) that you requested does not exist in the .xml (import) file.Solution

Make sure that the requested import object (class or attribute) exists in the .xml (import) file.

120137 Error Cannot import instance because the instance ID already exists.

(CMDB_ERROR_INSTANCE_ID_ALREADY_EXISTS)Description

The instance ID that you specified already exists.Solution

Specify a unique instance ID for the instance or select an import option other than 1.

120138 Error Invalid import data option.(CMDB_ERROR_INVALID_DATA_IMPORT_OPTION)

Description

The import option value that you specified is incorrect.Solution

Select the correct import option.

120139 Error The CoreDatasetId specified already exists.(CMDB_ERROR_DUPLICATE_DATASET_ID)

Description

The CoreDatasetId that you specified already exists.Solution

Specify a different CoreDatasetId.

120140 Error Attribute does not belong to the class specified.(CMDB_ERROR_ATTRIBUTE_BELONGS_TO_SUPERCLASS)

Description

The attribute that you specified is inherited from a superclass and cannot be deleted from this subclass.Solution

Delete the specified attribute from the superclass.

120141 Error Can’t set MarkAsDeleted to “No” on the relationship instance because one or both of the relationship endpoints are MarkAsDeleted. (CMDB_ERROR_REL_ENDPOINT_MARK_AS_DELETED)

Description

You are attempting to set MarkAsDeleted to No for a relationship instance for which one or both endpoints are soft deleted (MarkAsDeleted).Solution

Set MarkAsDeleted to No on both endpoints of the relationship before setting MarkAsDeleted to No on the relationship instance.





120142 Error Audit type Copy is not set for this class.

(CMDB_ERROR_NO_AUDIT_COPY_CLASS)Description

You are attempting to retrieve Copy audit data from a class whose audit type is set to a value other than Copy.Solution

You cannot retrieve Copy audit data from a class whose audit type is set to a value other than Copy.

120143 Error Modifying the attributes of a relationship endpoint is not allowed. (CMDB_ERROR_MODIFYING_REL_ENDPOINT_VAL_DISALLOWED)

Description

You are attempting to modify attributes such as, Source.ClassId, Source.InstanceId, Destination.ClassId, and Destination.InstanceId of a relationship instance.Solution

You cannot modify the attributes of a relationship instance.

120144 Warning Delete class is failed because it has audit data.(CMDB_WARN_DELETE_CLASS_FAILED_AUDIT_DATA)

Description

You are attempting to delete a class (without dependencies) and the class or its subclasses has auditing turned on.

120145 Error Class ID and qualification information exceeded the limit of 4,096 bytes.(CMDB_ERROR_RE_START_JOB_RUN_INFO_EXCEED_LIMIT)Description

After encoding, the combined length of your specified classQualList and datasetList parameters exceeds the 4,096-byte limit on qualifications passed to the CMDBStartJobRun function.Solution

Divide the classQualList information into more than one API call.

120146 Error Instance ID is not unique.

(CMDB_ERROR_DUPLICATE_INSTANCE_ID) Description

The instance ID that you specified for the new instance already exists.Solution

Specify a unique instance ID for the instance.

120147 Error Bad decimal value was supplied.(CMDB_ERROR_ATTRIBUTE_BAD_DECIMAL_VALUE)Description

The value that you specified for the decimal attribute is invalid.Solution

Make sure that you specify a value in correct format for the decimal attribute.





120148 Error Cannot modify the InstanceId attribute value. Once an instance is created, the InstanceId value cannot be modified.(CMDB_ERROR_MODIFYING_INSTANCE_ID_VAL_DISALLOWED)Description

You are attempting to modify the instance ID of an existing instance.Solution

You cannot change the instance ID of the instance. Verify your attribute value list when you modify the instance.

120149 Error Out of memory error. Cannot allocate additional memory.(CMDB_ERROR_OUT_OF_MEMORY) Description

An internal error occurred when performing an operation.Solution


120150 Error A zero byte memory allocation was performed. Report this error message to your administrator.(CMDB_ERROR_ZERO_BTYE_MEMORY_ALLOCATION) Description

An internal error occurred when performing an operation.Solution


120151 Error The list of class or attribute definitions to export is empty.(CMDB_ERROR_STRUCT_EXPORT_ITEM_EMPTY)

Description

You did not specify the list of class or attribute definitions to export in the CMDBExportDef function.Solution

Specify the list of class or attribute definitions to export in the exportItemList parameter of the CMDBExportDef function.

120152 Error Nested subquery cannot contain recursive query.(CMDB_ERROR_QUERY_INVALID_OBJECT_SEQUENCE)

Description

The sequencing of the query objects is invalid. Solution

Alternate the ordering of query objects between CI (C) and Relationship (R) types (for example C-R-C-R-C).





120153 Error The qualification operator provided in the query is invalid.

(CMDB_ERROR_INVALID_QUERY_QUAL_OP) Description

The qualification operator that you provided in the query is invalid.Solution

Specify one of the following values for the qualification operator: � 1—(CMDB_QUERY_QUAL_OP_NONE)� 2—(CMDB_QUERY_QUAL_OP_AND )� 3—(CMDB_QUERY_QUAL_OP_OR)

� 4—(CMDB_QUERY_QUAL_OP_NOT)� 5—(CMDB_QUERY_QUAL_OP_SIMPLE)

� 6—(CMDB_QUERY_QUAL_OP_SET)

120154 Error The alias supplied in the selector list is invalid. Make sure the alias in the selector list matches with the alias specified in the query list.

(CMDB_ERROR_INVALID_ALIAS_IN_SELECTOR_LIST)Description

The alias that you specified for the class does not exist.Solution

Make sure the alias that you specified in the selector list matches the alias specified in the query list.

120156 Error There is a mismatch between aliases in the selector list and the query list.(CMDB_ERROR_ALIAS_MISMATCH)Description

You are attempting to specify two different sets of objects in the selector list and query list. Solution

Make sure that the objects that you specify in the selector list is a subset of the objects in the query list.

120157 Error The selector list provided for the value set operation is invalid.

(CMDB_ERROR_INVALID_VALUESET_QUERY_SELECTOR )Description

You are attempting to specify either no attributes or multiple attributes in the selector list of the value set operation.Solution

Specify only one attribute in the selector list of the value set operation.





120159 Error You cannot query data using class. BMC.FED:BMC_FederatedBaseRelationship or BMC.FED: BMC_FederatedBaseElement.(CMDB_ERROR_QUERY_DISALLOWED_FOR_CLASS)Description

You are attempting to create a query for the federated abstract classes listed in the error message. Because abstract classes do not have any attributes, you cannot construct a query that uses them.This error might occur if:� The start node of your query is the BMC_FederatedBaseElement class.� The BMC_FederatedBaseRelationship class is specified in the

relationship list.Solution

Do not include the given abstract classes in your query.

120160 Warning The abstract class specified will not contain a view because it has no subclasses.(CMDB_WARN_ABSTRACTVIEW_NO_SUBCLASS_FOR_VIEW)

Description

To create a database view for an abstract class, first derive a subclass from the given abstract class. Creating a view from an abstract class is not allowed.

120167 Error Query processor has encountered an internal error.(CMDB_ERROR_QUERY_INTERNAL)

Description

An internal error occurred with the query processor.Solution


120168 Error An invalid value set type has been specified in the query qualification.(CMDB_ERROR_INVALID_QUERY_VALUESET_TYPE)Description

You specified an invalid value set type in the query qualification.Solution

Make sure that the value set type that you specified in the query is either 1—(CMDB_QUERY_QUAL_VALUESET_TYPE_VALUESET) or 2—(CMDB_QUERY_QUAL_VALUESET_TYPE_QUERY).





120169 Error An invalid simple query operation has been specified in the query qualification.(CMDB_ERROR_INVALID_QUERY_SIMPLEOP) Description

You specified an invalid simple query operation type in the query qualification.Solution

Make sure that the simple query operation type that you specified in the query qualification is one of the following values:� 1—(CMDB_QUERY_QUAL_SIMPLEOP_EQUAL)� 2—(CMDB_QUERY_QUAL_SIMPLEOP_GREATER)

� 3—(CMDB_QUERY_QUAL_SIMPLEOP_GREATER_EQUAL)

� 4—(CMDB_QUERY_QUAL_SIMPLEOP_LESS)

� 5—(CMDB_QUERY_QUAL_SIMPLEOP_LESS_EQUAL)

� 6—(CMDB_QUERY_QUAL_SIMPLEOP_NOT_EQUAL)

� 7—(CMDB_QUERY_QUAL_SIMPLEOP_LIKE)

120173 Error String Operation on a null pointer was attempted.(CMDB_ERROR_NULL_STRING_POINTER_OPERATION)

Description

An internal error occurred when performing a string function.Solution


120174 Error Federation class attribute cannot have default values.(CMDB_ERROR_FEDERATED_ATTRIBUTE_DEFAULT_NOT_ALLOWED)

Description

An attribute of the federated class contains a NULL value.Solution

Make sure that the federated class attribute contains a value other than NULL.

120175 Error The federation relationship has no join condition qualification.(CMDB_ERROR_MISSING_RELATIONSHIP_LINK_QUALIFICATION) Description

You are attempting to create a federated relationship for a class with no qualification (for example, 'InstanceId' = $RequestId$).Solution

The federated relationship specified in the query does not appear to have any join condition. Specify a value for the CMDB_CLASS_CHARAC_RELATION_LINK_QUALIFIER characteristic for the federated relationship class.





120176 Error You are not allowed to create attributes on this federation class.(CMDB_ERROR_FEDERATED_ATTRIBUTE_CREATE_NOT_ALLOWED) Description

You are attempting to create attributes for a Federated Relationship class or an abstract Federated Data class.Solution

Create attributes for only nonabstract federated data classes.

120177 Error You are not allowed to create a federation subclass. (CMDB_ERROR_FEDERATED_SUBCLASSING_NON_ALLOWED)

Description

You are attempting to create a federated subclass.Solution

Federated classes and subclasses are created based on the external data that you want to federate with BMC Atrium CMDB. You cannot create a subclass of a federated class.

120179 Error Federation class cannot have indices.(CMDB_ERROR_FEDERATED_INDEX_NOT_ALLOWED)

Description

You are attempting to create indices on a federated class.Solution

Federated classes cannot have indices. Create an index in your external data store.

120180 Error Audit is not allowed on federation classes.(CMDB_ERROR_FEDERATED_AUDIT_NOT_ALLOWED)

Description

You are attempting to set the Audit option for a federated class.Solution

Auditing is not supported on federated classes.

120181 Error The federation characteristic specified is invalid. (CMDB_ERROR_FEDERATED_INVALID_CHARACTERISTIC)

Description

You are attempting to specify an invalid class characteristic for a federated class. Solution

Specify only those characteristic that are defined for federation. For more information about these characteristics, see the BMC Atrium Core 7.6.04 Developer’s Reference Guide





120182 Error Federation relationship class cannot be weak.(CMDB_ERROR_FEDERATED_WEAK_RELATION_NOT_ALLOWED) Description

You are attempting to propagate a federated relationship as a weak relationship.Solution

You cannot propagate a federated relationship as a weak relationship.

120183 Error There are more than one federated data interfaces for the given federated data class.(CMDB_ERROR_FEDERATED_MORE_THAN_ONE_INTERFACE_MATCH)

Description

You are attempting to create multiple federated data interfaces for the given federated data class.Solution

Make sure that only one federated data interface exists for each federated data class.

120184 Error The given federated interface is not a launch type interface.(CMDB_ERROR_FEDERATED_NOT_LAUNCHABLE_FEDERATION)

Description

You are attempting to launch a federated interface that is not of the Launch type.Solution

Specify the correct federated interface for the launch.

120185 Error This operation is not allowed on federation class.(CMDB_ERROR_FEDERATED_OPERATION_NOT_ALLOWED)

Description

You are attempting to perform an operation that is not supported for a federated class. This error occurs if you attempt to call:� The CMDBGetInstance, CMDBGetlistInstance, CMDBGetInstanceBLOB,

or CMDBGetmultipleInstances function on federated relationship classes.

� The CMDBExportData, CMDBImportData, CMDBCreateInstance, CMDBDeleteInstance, CMDBSetInstance, or CMDBGraphQuery function on federated data and federated relationship classes.

Solution

Do not perform the listed operations.

120186 Error No such external data source exists.(CMDB_ERROR_FEDERATED_NO_SUCH_VENDOR)

Description

The vendor plug-in that you specified for the federated class does not exist.Solution

Make sure that such a vendor exists.





120187 Error No such table exists in the given external data source.(CMDB_ERROR_FEDERATED_NO_SUCH_VENDOR_TABLE)Description

The vendor table that you specified for the federated class does not exist.Solution

Make sure that such a vendor table exists.

120188 Error No such field exists in the given table of the external data source.(CMDB_ERROR_FEDERATED_NO_SUCH_VENDOR_FIELD)Description

The vendor field that you specified for the federated class does not exist.Solution

Make sure that such a vendor field exists.

120189 Error Data type of the attribute does not match the data type of the field in the external data source.(CMDB_ERROR_FEDERATED_ATTRIBUTE_DATATYPE_MISMATCH)Description

The data type of the vendor field does not match the federated attribute to which the federated data is to be imported.Solution

Match the vendor field data type and make sure that it matched the data type of the federated attribute.

120190 Error The limit for the attribute does not fall within the range defined for the corresponding field in the external data source.(CMDB_ERROR_FEDERATED_EXCEEDS_EXTERNAL_LIMIT)

Description

The limit of a federated class attribute that you are creating exceeds the field limit of the external field to which it is mapped. For example, if the limit of the external field is a maximum size of 5 characters, you cannot set the attribute limit to 10 characters. Solution

Specify the attribute limit of the federated class greater than that of the external field.

120191 Error BMC Remedy AR System plugin server for BMC Atrium CMDB federation is not running.(CMDB_ERROR_FEDERATED_PLUGIN_SERVER_NOT_RUNNING)Description

The plug-in server for the federation is not running.Solution

Restart the plug-in server before you perform any federation operation.





120192 Error Federated relationship class cannot be the first or last query object.(CMDB_ERROR_FEDERATED_INVALID_QUERY_OBJECT_INDEX)Description

You are attempting to create a query for the federated data class with the federated relationship class as the first or the last object in the query.Solution

Make sure that your query follows the C->R->C construct, where C indicates class and R indicates federated relationship.

120193 Error You must provide a source or destination when querying a federated relationship.(CMDB_ERROR_FEDERATED_FEDREL_MISSING_SOURCE_DEST)Description

This error occurs when you specify a federated relationship as one of the query objects for the CMDBQueryByPath function, with no query objects before or after the federated relationship query object.The source dataset from which to import the data is not specified. Solution

Specify query objects before and after the federated relationship object in your CMDBQueryByPath function.

120194 Error Federation Access Method must be of type 'Class'.(CMDB_ERROR_FEDERATED_ACCESS_METHOD_MUST_BE_CLASS)

Description

You are attempting to create an instance of the BMC.CORE.CONFIG:BMC_FederatedDataInterface class for which the FederationAccessMethod attribute is set to a value other than Class.Solution

Set the FederationAccessMethod attribute to Class.

120195 Error Federation Action Type must be of type 'Data'.(CMDB_ERROR_FEDERATED_ACTION_TYPE_MUST_BE_DATA)

Description

You are attempting to create an instance of BMC.CORE.CONFIG:BMC_FederatedDataInterface class for which the FederationActionType attribute is set to a value other than Data.Solution

Set the FederationActionType attribute to Data.

120196 Error You must provide a qualification to search this federated class.(CMDB_ERROR_FEDERATED_QUERY_NO_RESTRICTIVE_QUAL)Description

You are attempting to create a query for a federated data class that requires a qualification.Solution

If you set the CMDB_CLASS_CHARAC_REQUIRES_QUALIFIER_FOR_QUERY characteristic as 1, specify a qualification for the federated data class.





120197 Error Federated classes are not supported for this action.(CMDB_ERROR_FEDERATION_CLASSES_NOT_SUPPORTED)Description

The action that you are performing is not supported for a federated data class.Solution

Verify the action that you are performing.

120200 Error Super class and subclass class types are not the same.(CMDB_ERROR_QUERY_QUALIFIER_NOT_ALLOWED)Description

You specified qualification against a federated relationship class query object when querying by using the CMDBQueryByPath function. This operation is not allowed.Solution

Do not include a qualification for the federated relationship class query object.

120202 Error The structure CMDBGraphWalkState is invalid.(CMDB_ERROR_GW_INVALID_GRAPH_STATE_STRUCTURE)Description

You are either attempting to modify the CMDBGraphWalkState structure, or you did not call the CMDBGraphWalkBegin function before calling the CMDBGraphWalkNext function.Solution

Do not modify the CMDBGraphWalkState structure. Also, call the CMDBGraphWalkBegin function before calling the CMDBGraphWalkNext function.

120203 Warning No more chunks available.(CMDB_WARN_GW_NO_MORE_CHUNK)Description

The query has completed the search. No more CIs or relationships exist that match the query that you executed.

120204 Error The relation passed in CMDBGraphWalkRelationList is not of type Relationship or Federated relationship.(CMDB_ERROR_GW_CLASS_NOT_RELATIONSHIP_TYPE)

Description

You are attempting to specify a CI class in the CMDBGraphWalkRelationList structure for the graph walk.Solution

Make sure that the class that you specify is of the relationship or federated relationship type.





120205 Warning This class will be ignored from the CMDBGraphWalkSelectOrAndFilterList array because this is of relationship type.(CMDB_WARN_GW_CLASS_IGNORED_FROM_LIST)

Description

You are attempting to assign the CMDBGraphWalkSelectOrAndFilterList array with a BMC_Dependency class. This operation is not allowed

120206 Warning The query matched more than the maximum number of results specified by the CMDB server.(CMDB_WARN_MAXIMUM_QUERY_RESULST_LIMIT)Description

The number of rows matched by your query exceeds the number specified for the CMDB-Max-Results-Per-Query parameter in the ar.cfg configuration file.Solution

Either specify additional qualifications for the query to return fewer rows or increase the number specified for the CMDB-Max-Results-Per-Query parameter.

120207 Error The operation or tag used in the federated relationship qualification is not supported for walking the graph.(CMDB_ERROR_GW_OP_OR_TAG_NOT_SUPPORTED_FED_RELSHIP)

Description

The qualification you defined for the federated relationship class contains operations that the graph walk function cannot perform.Solution

Update the federated relationship class definition to exclude the following illegal operations and tags:Illegal operation:AR_COND_OP_FROM_FIELD (External)Illegal tags:AR_STAT_HISTORY (Status History field)AR_VALUE_SET (In clause)





120208 Error The qualification used for the query API has too many levels of nesting involved.(CMDB_ERROR_EXCEED_MAXIMUM_QUAL_NESTING_LEVEL)Description

The query qualification you defined contains too many AND/OR operators. By default, a maximum of 500 AND/OR operators are allowed in the qualification.Solution

Perform the following steps:� Change the complex qualification to use fewer AND/OR operators. � Try using an IN operation in the qualification. � Set the environment variable MAXIMUMQUALLEVEL to a value higher than

500 to increase the maximum qualification level. The default level is set to 505.

� If you modified the stack memory allocated for the binaries to a higher value, you can increase the memory allocation for the cmdbapi, cmdbengine libraries. By default, the cmdbapi, cmdbengine libraries are built with 1 MB stack memory.

120209 Error (CMDB_ERROR_CONFIGURATION_LABEL_NOT_FILLED)Configuration label is missing.

Description

You failed to provide a configuration label for the instance of the BMC.CORE.CONFIG:BMC_UIComponent (CMDB Server configuration instance) class that you are attempting to update or create. (Attribute Name: ComponentName, field ID: 530017300)Solution

Make sure that you specify a value for the ComponentName attribute of the CMDB Server configuration instance.

120213 Error Graph format is not supported by the server

Description

You used the BMC Atrium CMDB client to request a Query By Path with the result format of Graph to a server that does not support the graph output.Solution

Request the output in the list format instead, or connect to a server that supports graph output.




Appendix

B
BMC Atrium Core Console active link error messages
Table B-1 lists the error number, message type, message text, description, and solution for each BMC Atrium Core Console error that is generated by active links.

Table B-1: BMC Atrium Core Console active link error messages (Sheet 1 of 4)


13015 Error Auditing not enabled for any class.Description

The Audit option is not enabled for any class in the Common Data Model (CDM). To view audit history, at least one class must be audit enabled.Solution

Contact your CMDB administrator to make sure the Audit option for classes is enabled both at the class and attribute level.

13204 Error You do not have access to any audited entry for this instance.

Description

You are attempting to view the audit history of the instance. You do not have access permissions to perform this operation.Solution


13205 Warning There is no audited entry for this instance.

Description

The instance for which you want to view audit history has no data.Solution

Make sure there is data for the specific instance.

20152 Warning Close operation canceled. No changes were saved.(OBJSTR:OnCancel_Cancel_Close/Undisplay)

Description

Your changes were not saved.Solution

To save your changes before closing a form, use the Cancel button.



44000 Error Online Help has not been installed.(OBJSTR:Help_OpenHelpFile)Description

You have not installed the BMC Atrium CMDB 7.6.04 Help.Solution

To install the online Help, see the BMC Atrium CMDB 7.6.04 Administrator's Guide.

120065 Error You must provide ID Values for a Custom Selection.(OBJSTR:AttributeDef_CheckCustomSelection )Description

You did not specify ID values for the field values when creating a custom selection field.Solution

Specify ID values for the custom selection field.

125002 Error Please specify Data Type.(OBJSTR:AttributeDef_OnSelect_CharacteristicsTab01)Description

You did not specify a data type for a field on the Characteristics tab.Solution

Specify a data type for the field.


You did not specify the data type for a field on the Characteristics tab.Solution

Specify a data type for the field on the Characteristics tab.



Specify a data type for the field on the Characteristics tab.

125005 Error Please specify Data Type.(OBJSTR:AttributeDef_OnSelect_CharacteristicsTab04)

Description


Specify a data type for the field on Characteristics tab.




BMC Atrium Core Console active link error messages



Specify a data type for the field on Characteristics tab.

125006 Error Namespace and Class Name must be entered before you can add or search attributes.(OBJSTR:ClassDef_Attrib_AddSearchBtns_CheckForClassAndNamespace_Msg)

Description

You did not specify a namespace and class name for the attribute.Solution

Specify a namespace and class name.

125007 Error There is already an existing class with class name $490001100$ in the namespace $400109900$.(OBJSTR:ClassDef_ChkDuplicateClass02)Description

The class name that you specified is not unique within the class namespace.Solution

Specify a different name for your class.

125008 Error Invalid superclass. Class $400103900$ is a final class and cannot be used as a superclass.(OBJSTR:ClassDef_ChkSuperclassIsNotFinalClass02)

Description

You are attempting to derive a subclass from a final class.Solution

You cannot derive a subclass from a final class.

125009 Error Namespace and Class Name are required subclasses.(OBJSTR:ClassDef_OnSaveChkReqsubclasses)

Description

You did not specify the class name and namespace attributes for the subclass.Solution

Specify the class name and namespace attributes.

125010 Error Class 1, Class 2, Role 1, Role 2, and Association Enforcement are required subclasses for relationship classes.(OBJSTR:ClassDef_OnSaveChkReqsubclassesForRelationship)Description

You did not specify the required attributes for the relationship class.Solution

Specify these values before saving.





125012 Error This attribute is already part of the Index.(OBJSTR:IdxCon-AttribAlreadyExist)Description

You are attempting to specify an attribute for the index that is already in use.Solution

Specify a different attribute.

125013 Error Please enter the Index Name first.(OBJSTR:IdxCon-GainFocusProperty_tbl)Description

You must specify a name for the index before you create it.Solution

Specify an index name.

125014 Error There is already an index by the name of: $400111200$. Please use a different name.(OBJSTR:IdxCon-IndexNameLooseFocus01a)

Description

You are attempting to specify an attribute for the index that is already in use.Solution

Specify a different attribute.

125028 Error Please select an Attribute from Class 1 and Class 2.(OBJSTR:WRdlg-cmdMapWeakRel01)

Description

You did not specify the attribute that you want to propagate in the weak relationship.Solution

You must specify an attribute from Class 1 and Class 2.

125029 Error Invalid data type mismatch. You can only map Attributes with the same data type.(OBJSTR:WRdlg-cmdMapWeakRel02)Description

The data types of the attributes that you specified do not match.Solution

Make sure that the data types of the attributes match.

125030 Information Attribute '$400009700$' has been saved.(OBJSTR:AttributeDef_SaveChanges )Description

The attribute number specified in the message is saved.




Appendix

C
BMC Atrium Core Console filter error messages
Table C-1 lists the error number, message type, message text, description, and solution for each error that is generated by the filters.

Table C-1: CMDB Console filter error messages (Sheet 1 of 6)


20163 Error No entry found in SHARE:AssociationType with associationTypeId = $500000041$.(OBJSTR:Lookup Association Name5)Description

The association type that you specified is not found.Solution

Make sure that the association type exists.

20279 Error The relationship $490005100$ between $490021100$ and $490021101$ is defined as 1 to 1, and there is already an association of type $490005100$ between this $490021101$ and another $490021100$, or between this $490021100$ and another $490021101$.(BSM:AUD_AssocEnforce1-1Relationship 2)

Description

You are attempting to create a relationship for an instance that is already related to another instance.Solution

Make sure that the instance name is correct. To create more than one relationship for the specified instance, specify a many-to-one or one-to-many cardinality for it.



20280 Error The relationship $490005100$ between $490021100$ and $490021101$ is defined as “1 to Many”, and there is already an association of type $490005100$ between this $490021101$ and another $490021100$.(BSM:AUD_AssocEnforce1-ManyRelationship 2)Description



20281 Error The relationship $490005100$ between $490021100$ and $490021101$ is defined as “Many to 1,” and there is already an association of type $490005100$ between this $490021100$ and another $490021101$.(BSM:AUD_AssocEnforceMany-1Relationship 2)Description



20366 Error No entry found in SHARE:MenuItem_LT with Developer Name = $300132000$. (OBJSTR:Lookup Localized String5)

Description

The localized string for the menu item is not found.Solution


20369 Error No entry found in SHARE:Object with Form Name = $-5$. (OBJSTR:Lookup Form Name5)

Description

The form name that you specified is not found.Solution


50030 Error Invalid instance related operation on this abstract class.(OBJSTR:Instance_CheckAbstractClassNoInstantiate)

Description

You cannot derive an instance from an abstract class.Solution

Make sure that the superclass name that you specified for the instance is correct.





50038 Error Class $400124700$ is a Singleton class and can only have one instance.(OBJSTR:Instance_CheckSingleton02)Description

You cannot derive more than one instance from a singleton class.Solution

Make sure that the class name that you specified for the singleton class is correct.

50040 Error The role <number> instance does not exist. The Class ID and Instance ID combination was not found. Class ID: $490008100$, Instance ID: $490008000$.(OBJSTR:Instance_CheckRelationshipEndpoint<endpointNumber>)Description

The instance ID specified in the role number for the specified class is not found.Solution

Make sure that the Instance ID for the specified Class ID exists.

50044 Error Weak relationship instance cannot be created. Weak instance is already associated to another lead instance.(OBJSTR:Instance_RelWeakRef:<className>:<stepNumber>)Description

You cannot specify the instance as a weak instance more than once. This instance is already a part of another weak relationship.Solution

Make sure that the instance name that you specified for the weak instance is correct.

50046 Error Modifications to the lead class references values are not allowed.(OBJSTR:Instance_RelWeakRef:BMC:<className>:<stepNumber>)Description

You are attempting to modify the reference values of the lead class in a weak relationship.Solution

Do not modify the reference values for the lead class.

50063 Error Instances cannot be deleted from this form.(OBJSTR:Instance_CheckDeleteOp)

Description

You cannot delete an instance from the instance base form.Solution

Make sure that you are using the join form to delete the instance.





125016 Error Duplicate subclasses ID $400004800$ for attribute $400009700$.(OBJSTR:AttributeDef_CheckForDupsubclassesID_Msg)Description

The field ID that you specified for the attribute is already in use in the class.Solution

Specify a different field ID.

125016 Error Duplicate subclasses Name for attribute $400009700$.(OBJSTR:AttributeDef_CheckForDupsubclassesName_Msg)

Description

The field name that you specified for the attribute is already in use in the class.Solution

Specify a different field name.

125017 Error Data Type and Attribute Name must be specified.(OBJSTR:AttributeDef_CheckRequiredsubclasses)

Description

Data type and attribute name are required fields for the subclass.Solution

Specify values for these required fields.

125018 Error Invalid subclasses ID for attribute $400009700$. Subclasses IDs below 100 are reserved for Core subclasses.(OBJSTR:AttributeDef_CheckReservedsubclassesID)Description

The ID that you specified for the subclass is a reserved value.Solution

Make sure that the ID that you specify is not a system-reserved value. For more information about reserved values, see the cmdb.h header file.

125019 Error Invalid Default Value for selection subclasses.(OBJSTR:AttributeDef_CheckSelectionDefaltValue)

Description

The default value that you specified for the subclass is invalid.Solution

Specify a default value from the list of approved values.

125020 Error There is already an existing class with class name $490001100$ in the namespace $400109900$. Please specify a different class name.(OBJSTR:Class_ChkDuplicateClass02)

Description

The class name and namespace combination that you specified for the class is not unique.Solution

Make sure that the class name is unique within the specified namespace.





125021 Error This is an invalid combination of the Abstract and Final subclasses.(OBJSTR:Class-ChkAbstractFinal)Description

You are attempting to derive a subclass as an abstract and final class.Solution

Make sure that you specify only one class type for the subclass.

125025 Error The relationship between $400126800$ and $400126900$ is defined as 1 to 1, and there is already a relationship instance between $400126800$ and $400126900$.(OBJSTR:Instance_Enforce1-1Relationship02)Description

The relationship cardinality for the specified instances is violated. Solution

Do not specify more than one relationship between the two instances.

125026 Error The relationship between $400126800$ and $400126900$ is defined as “1 to Many,” and there is already a relationship instance between $400126800$ and $400126900$.(OBJSTR:Instance_Enforce1-ManyRelationship02)Description

The relationship cardinality for the specified instances is violated. Solution


125027 Error The relationship between $400126800$ and $400126900$ is defined as “Many to 1,” and there is already a relationship instance between $400126900$ and $400126800$.(OBJSTR:Instance_EnforceMany-1Relationship02)

Description

The relationship cardinality for the specified instances is violated.Solution


125033 Error Spaces are not allowed in the Attribute Name Field.(OBJSTR:AttributeDef_CheckSpaceInName02)

Description

You are attempting to create an attribute name that has a blank character.Solution

Create attribute name fields with no space or wildcard characters.





125034 Error Spaces are not allowed in the Class Name Field.(OBJSTR:Class_CheckSpaceInName02)Description

You are attempting to create a class name that has a blank character.Solution

Create class name fields with no space or wildcard characters.

125035 Error Spaces are not allowed in the Superclass Field.(OBJSTR:Class_CheckSpaceInSuperClass02)Description

You are attempting to create a superclass field that has a blank character.Solution

Create superclass fields with no space or wildcard characters.




Appendix

D
Reconciliation Engine error messages
Table D-1 lists the error number, message type, message text, description, and solution for each Reconciliation Engine error.

Table D-1: Reconciliation Engine error messages (Sheet 1 of 14)


101000 Error Cannot create a new thread of execution.

Description

An error in the operating system might have occurred.Solution


101008 Error The job is already running.Description

You are attempting to start a job that is already running.Solution

Wait until the current job run is completed and then restart the job.

101010 Error Cannot find job definition with this name.Description

The job definition name that you specified does not exist.Solution

To resolve this issue:1 Make sure that the job definition name is correct.2 Stop the Reconciliation Engine (arrecond.exe) process and start it

again.3 If you still encounter this error after performing the previous steps,

enable AR System API logging to verify any AR System issues.

Note: If you do not see any problems in the API log, you might need to restart the AR System server.



101011 Error Cannot find job definition with this ID.Description

The job definition ID that you specified does not exist.Solution

To resolve this issue:1 Make sure that the job definition ID is correct.2 Stop the Reconciliation Engine (arrecond.exe) process and start it




101012 Error The job is not active.Description

The job that you are attempting to run is not available.Solution

Modify the Change Pending job status to Active before you run it again.

101013 Error Activity run failed because in the object store cache class does not exist.Description

The activity that you attempted to run failed because the cache data for the Reconciliation Engine job definition does not exist.Solution

To resolve this issue:1 Make sure that the job definition is correct.2 Stop the Reconciliation Engine (arrecond.exe) process and start it








101014 Error Error in loading datasets.Description

An error occurred with the Reconciliation Engine cache data for job definitions or with BMC Atrium Core class metadata.Solution





101015 Error Error in creating dataset entry.Description






101016 Error Rename failed, dataset name <{1}> already exists.Description

You are attempting to rename a dataset with a name that already exists for a different dataset.Solution

Specify a unique name for the dataset.





101017 Error Rename failed, dataset <{1}> does not exist.Description

The dataset that you are attempting to rename does not exist.Solution





101018 Error Error in loading job definitions.Description






101019 Error Loading of configuration definition failed as there is no previous steps.

Description










101020 Error Error in loading activity definitions.Description






101021 Error Error in loading job schedules.Description






101022 Error Error in loading activity qualificationsDescription










101023 Error Error in loading group definitions.Description






101024 Error Error in loading attribute precedencesDescription






101025 Error Error in loading activity to group associationsDescription










101026 Error Error in loading identification rules.Description






101027 Error Error in loading comparison rules.Description






101028 Error Activity run failed because there are no datasets.Description










101029 Error Activity run failed because there is no object store class cache.

Description






101032 Error Error in loading unique datasets from the association Table.

Description

You specified incorrect job definitions for the Reconciliation Engine job.Solution

Correct the identification rule in the job definition.

101033 Error Class id of one endpoint is NULL for relationship class.Description

The class ID attribute for one of the endpoints in the relationship class contains a NULL value.Solution

This error occurs because of incorrect data. With BMC Remedy User, specify a value for the class ID attribute.

101034 Error Reconciliation identity of one endpoint is NULL for relationship class.

Description

The reconciliation ID attribute for one of the endpoints in the relationship class contains a NULL value.Solution

This error occurs because of incorrect data. In BMC Remedy User, specify a value for the class ID attribute.





101036 Error Activity run because dataset id not found for target dataset name.

Description






101037 Error Attribute name <{1}> not found in class <{2}> of namespace <{3}>.Description






101038 Error Attribute id <{1}> not found in class <{2}> of namespace <{3}>.Description










101039 Error Attribute of AR field id <{1}> not found in class <{2}> of namespace <{3}>.

Description






101040 Error Class name <{1}> of namespace <{2}> does not exist.

Description

Within the specified dataset, the class name does not exist.Solution





101041 Error Class id <{1}> of namespace <{2}> does not exist.

Description

Within the specified dataset, the class ID does not exist.Solution









101042 Error Relationship <{1}> of namespace <{2}> has no lead class.Description

Within the specified dataset, the relationship does not exist.Solution





101043 Error Error in opening log file.Description

The Reconciliation Engine cannot access the log file.JSolution

Verify that you have sufficient disk space on your system and that you have the appropriate permissions to write to the file system.

101044 Error In merge activity <{1}>, dataset merge precedence set value is empty.Error in opening log file.

Description










101045 Error Dataset merge precedence set <{1}> has no entry.Description






101046 Error In merge activity <{1}>, there is no source dataset specified.

Description


Perform the following steps to resolve this issue:1 Make sure that the job definition is correct.2 Stop the Reconciliation Engine (arrecond.exe) process and start it




101047 Error Error in loading dataset merge precedence sets.

Description


Perform the following steps to resolve this issue:1 Make sure that the job definition is correct.2 Stop the Reconciliation Engine (arrecond.exe) process and start it








101048 Error Memory allocation failed.Description

The AR System server failed to allocate the memory that you are attempting to allocate.Solution

Perform the following steps to resolve this issue:1 Make sure that the AR System server has allocated enough system

resources to support both AR System and Reconciliation Engine operations.

2 From BMC Remedy Developer Studio, reduce the number of concurrent Reconciliation Engine threads.

3 Increase the virtual memory.

No error number

Error Found multiple matches in the dataset: Cannot identify the instance of class <className> with instance ID <instanceId>.Description

More than one instance of the specified class was found in the dataset. Solution

See “Troubleshooting multiple CI matches in BMC.Asset” on page 26.

ARERR[120092] Error ARERR[120092] The dataset ID and Reconciliation Identity combination is not unique.

Description

You are attempting to merge a CI that has more than one instance with the same dataset ID and Reconciliation ID combination.Solution

See “Resolving multiple CI matches in the source dataset” on page 28.

No error number

Error Cannot find the endpoint of relationship::<className>:Merging of record failed.Description

You are attempting to merge an orphan instance.Solution

See “Missing endpoints during the Merge activity” on page 30.

No error number

Error Algorithm: Including child CIs and committing together.

Description

The option that you specified in the Include child CIs? menu is complicated.Solution

See “CIs merge more than once during a Merge activity” on page 30.





No error number

Error The Reconciliation Engine log only shows two unique TIDs (Thread IDs).

Description

The number of activities that you are attempting to run require more than the total number of threads that you allocated.Solution

See “Resolving Reconciliation Engine performance issues due to insufficient thread settings” on page 31.

No error number

Error The Reconciliation Engine demonstrates performance issues due to incorrect database settings.Description

You encounter Reconciliation Engine performance issues, such as the job takes a long time to complete or the Reconciliation Engine freezes.Solution

See “Resolving Reconciliation Engine performance issues due to incorrect database settings” on page 32.




Appendix

E
Product Catalog error messages
Table E-1 lists the error number, message type, message text, description, and solution for each Product Catalog error.

Table E-1: Product Catalog error messages (Sheet 1 of 7)


105001 Error Enter the mandatory fields 'Product Categorization Tier 1', 'Product Categorization Tier 2', 'Product Categorization Tier 3', 'Product Name', 'Manufacturer', 'Suite Definition', 'Origin', 'Status-PDC' and 'Product Type'.Description

You did not specify values for the required fields listed in the error message when creating a product.Solution

Specify values for the required fields.

105002 Error Please do enter the mandatory fields 'Product Model/Version', 'Requires Contract' and 'Model/Version State'.Description

You did not specify values for the required fields listed in the error message when creating a product.Solution

Specify values for the required fields.

105003 Error Please do enter the mandatory field 'Patch Last Build ID'.

DescriptionYou did not specify a value for the required field listed in the error message when creating a product.Solution

Specify a value for the Patch Last Build ID field.

105004 Error This Signature ID does not exist in Signature Table.Description

The signature that you are attempting to associate to the product does not exist.Solution

Make sure that the Signature ID exists in the PCT:Signature form.



105005 Error Company $Company$ does not exists.Description

The Company that you are attempting to associate to the product does not exist.Solution

Make sure that the company exists in the COM:Company form.

105006 Note Product has been created successfully. Product Catalog Key is $PCTKey$.Description

The product with the given Product Catalog Key was successfully created.

105007 Error The selected combination of Approved Flag and Blacklisted Flag is Invalid.

Description

The combination of values that you specified for the Blacklisted Flag and the Approved Flag when creating a product is invalid.Solution

Check the values that you specified for the Approved Flag and Blacklisted Flag fields.

105008 Note Saved successfully.Description

The record that you created has been saved.

105009 Note The Company record that you are trying to create already exists. Please enter a different Company name if you want to create a new Company record.Description

The company name that you specified for the new company record already exists.Solution

Specify a unique company name for the company.

105010 Note The selected patch has been successfully related with $420000400$ and associated status flags.

Description

An association with the product patch and the Managed/Blacklisted/Hidden flags and Company field was successfully created.

105011 Note The selected version has been successfully related with $420000341$ and associated status flags.Description

An association with the product Version and the Managed/Blacklisted/Hidden flags and Company field was successfully created.





105012 Error This record already exists. Please verify or reselect your field entries and try again.

Description

You are attempting to create a duplicate record.Solution

Specify unique values for the record.

105013 Error Select a Company value.Description

The Company field cannot contain a NULL value when you create a product Version and Company association.Solution

Specify a value in the Company field.

105014 Note Setting associated versions as hidden for product $240001002$ and company $1000000001$.

Description

The product versions of the given Product and Company were successfully set as Hidden.

105015 Note Setting associated versions as blacklisted for product $Product Name$ and company $Company$.Description

The product versions of the given product and company were successfully set as BlackListed.

105016 Note Setting associated versions as approved for product $Product Name$ and company $Company$.Description

The product versions of the given product and company were successfully set as Approved.

105021 Error Please fill in the mandatory fields: PCTKey, SignatureId.Description

You are attempting to create a signature and product association with NULL values in the PCTKey and SignatureId fields.Solution

Specify values for the PCTKey and SignatureId fields.

105022 Error Please fill in the mandatory fields: Logical Data Group, Version, Attachment.Description

You did not specify values for the required fields listed in the error message when you were creating a signature.Solution

Specify values for the Logical Data Group, Version, and Attachment fields.





105023 Error Select a Product or Model Version to delete. Description

You are attempting to delete a product that does not exist. Solution

Before you click Delete, specify a product or model version.

105024 Error Select a Product, Model Version or Patch to delete.Description

You are attempting to delete a product that does not exist. Solution

Before you click Delete, specify a product, model version, or patch.

105025 Note Choose a Product Catalog View.Description

You are attempting to search for products in the Product Catalog without specifying search criteria. This operation is invalid.SolutionBefore you click Search, select a location or product in the Product Catalog View list to search.

105026 Error The combination of Selection Type, Selection Code, and Locale already exist. Please select different values.

Description

The combination of Selection Type, Selection Code, and Locale that you specified already exists.Solution

Specify values for the fields as listed:� For Selection Code: any values.� For Selection Code: any number between -2147483647 and

2147483647.� For Locale the possible values are: zh_CN, ru, ja, it, de, ko, fr, es and

en.

105027 Warning Software Library Item can't be created for empty (NULL) 'Model/Version'.Description

You are attempting to save a software item with a NULL value in the Model/Version field.Solution

Specify a value for the Model/Version field.

105028 Note Entry Saved.

Description

The record that you created on the current form was saved.





105029 Error The selected combination of Patch Life Cycle Status is Invalid with Version Life Cycle combination.

Description

The combination of values that you specified for the Patch Life Cycle Status and Version Life Cycle fields is invalid.Solution

Select appropriate values.

105030 Error The selected combination of Version Life Cycle Status is Invalid with Product Life Cycle combination.Description

The combination of values that you specified for the Version Life Cycle Status and Product Life Cycle fields is invalid.Solution

Select correct values.

105031 Error The selected combination of Approved Flag and Blacklisted Flag is Invalid.Description

The combination of values that you specified for the Blacklisted Flag and the Approved Flag when creating a product is invalid.Solution

Check the values that you specified for the Approved Flag and Blacklisted Flag fields.

105050 Information Product $Discovered Product$ has been successfully created as alias of Existing Product $z1D_ExistingProduct$.

Description

The discovered product has been successfully added in the BMC Atrium Product Catalog as an alias of the product mentioned in the message.

105051 Information Manufacturer $Discovered Manufacturer$ has been created as Alias of Existing Manufacturer $z1D_ExistingManuf$ successfully.

Description

The discovered manufacturer has been successfully added in the BMC Atrium Product Catalog as an alias of the manufacturer mentioned in the message.

105053 Warning Are you sure you want to delete discovered product"+$Discovered Product$)+" ?."Description

Your action will delete the product that was discovered. Make sure you click OK only if you want to delete the product.

105054 Information Manufacturer $z1D_Manufacturer$ has been successfully added to the Normalization Alias form as an alias of $Manufacturer$.Description

The manufacturer has been successfully added to the Normalization Alias form as an alias of the = manufacturer mentioned in the message.





105055 Information Product $z1D_Product$ has been successfully added as Alias of $Product Name$ to Normalization Alias form.

Description

The product has been successfully added to the Normalization Alias form as an alias of the product mentioned in the message.

105056 Information The product $Product Name$ has been successfully updated.Description

The product you modified has been successfully saved.

105057 Information Alias $NameAlias$ of manufacturer $Existing Manuf Name$ has been successfully created.

Description

An alias name for the manufacturer has been successfully created.

105058 Error Attribute Name is required field.Description

Attribute Name is a required field.Solution

Make sure that you specify a value for the Attribute Name field.

105059 Error AliasName is required field.Description

Alias Name is a required field.Solution

Alias Name is a required field.

105060 Warning "Are you sure you want to make the Discovered product $420000518$ an alias of $420000548$ ?.Clicking O.K. will mark the product $420000518$ Offline."Description

You are attempting to assign an alias for the discovered product that will mark it as Offline.Solution

Assign the alias only if you want to mark the discovered product as Offline.

105061 Error Product having status "Enabled" cannot be deleted. Only Offline products can be deleted.Description

You are attempting to delete a product that is currently available.Solution

Mark the product as Offline before you delete it.

105062 Error Offline product cannot be made Alias of another product.

Description

You are attempting to create an alias for a product that is currently unavailable.Solution

Mark the product as Enabled before you create an alias for it.





105063 Error An entry with the product name does not exist. Create an alias of existing product.

Description

The product name that you specified does not exist.Solution

Create an alias for the product with the new name.

105064 Error An entry with the manufacturer name does not exist. Enter a different manufacturer name.Description

The manufacturer name that you specified does not exist.

Solution

Make sure that the specified manufacturer exists in the BMC Atrium Product Catalog.

105065 Error User $z1D_LoggedInUser$ does not have permissions for company $z2TF Company (PDA)$.Description

You do not have the required permission to access the given company.Solution

Contact your system administrator to request access to the given company.




Appendix

F
Federation plug-in error messages
This section provides information about troubleshooting AR System and JDBC plug-in federation errors.


� AR System plug-in error messages (page 186)� JDBC plug-in error messages (page 188)



AR System plug-in error messagesTable F-1 lists the error number, message type, message text, description, and solution for the AR System plug-in errors.

Table F-1: AR System plug-in error messages (Sheet 1 of 2)


140100 Error Method <{0}> not supported.Description

You are attempting to use a method that is not supported for the specified class.Solution

Make sure that the method that you are attempting to use on the specified class is available for the class type.

140101 Error Error loading plug-in configuration for plug-in <{0}> - <{1}>; Check the plug-in configuration.Description

An internal occurred when loading the plug-in for the configuration.Solution

Make sure that the plug-in configuration that you specified in the Federation Manager is correct.

140102 Error No entry found with entry id <{0}> from table <{1}>.

DescriptionAn internal error occurred when querying the specified table for the given entry ID.Solution

Make sure that the entry ID is correct for the table that you specified and execute the query again.

140103 Error Plug-in configuration for plug-in <{0}> not defined.Description

You did not specify the plug-in configuration for the given plug-in.Solution

Make sure that you define the plug-in configuration in the Federation Manager.

140104 Error Form Name cannot be null when filter type is filter on specific form name. Form Name=<{0}>, filter type: <{1}>

Description

You selected the Specified Forms option for the retrieve method of the plug-in but did not specify an AR System form name for the filter.Solution

Make sure that you specify an AR System server form name for the filter.


AR System plug-in error messages

140105 Error Number format exception while processing user input. Server Port = <{0}>, filterFormType = <{1}>, lastChangedSince filter = <{2}>Description

A data type mismatch error occurred because you provided a non-integer value for the given input parameters. Solution

Make sure that you specify integer values for the given input parameters.

140106 Error Data Type Conversion failed for value <{0}> with sql type <{1}>.

DescriptionThe data type of a value that you specified in the qualification does not match the data type of the SQL table column. Solution

Make sure that:� The data type of the value and the SQL table column specified in the

qualification match.� The value that you specified for the table column does not exceed its

data limit.

140107 Error Number format exception occurred while data type conversion for plug-in <{0}> : <{1}>.

Description

A data type mismatch error occurred because you provided a non-integer value for the plug-in. This does not match with the type of plug-in you selected.Solution

Make sure that:� The data type matches the plug-in type that you specified� The integer value that you specified is correct for the plug-in.

Table F-1: AR System plug-in error messages (Sheet 2 of 2)




JDBC plug-in error messagesTable F-2 lists the error number, message type, message text, description, and solution for the JDBC plug-in errors.

Table F-2: JDBC plug-in error messages (Sheet 1 of 2)


130100 Error Method <{0}> not supported.Description

You are attempting to use a method that is not supported for the specified class.Solution

Make sure that the method that you are attempting to use on the specified class is available for the class type.

130101 Error Error loading plug-in configuration for plug-in <{0}> - <{1}>; Check the plug-in configuration.

Description

An internal occurred when loading the plug-in for the configuration.Solution

Make sure that the plug-in configuration that you specified in the Federation Manager is correct.

130102 Error Error fetching entry with entry id <{0}> from table <{1}> - <{2}>.DescriptionAn internal error occurred when querying the specified table for the given entry ID.Solution

Make sure that the entry ID is correct for the table that you specified and execute the query again.

130103 Error No entry found with entry id <{0}> from table <{1}>.

Description

The entry ID that you specified for the table does not exist.Solution

Modify the entry ID to the one that exists in the table.

130104 Error Error fetching entries for given qualification from table <{0}> - <{1}>.Description

The qualifications you specified in the query are incorrect.Solution

Make sure that the:� The data type of the table columns and the values match� The value does not exceed the maximum limit of the table column� The table columns that you specify in the query exist� The table name that you specify in the query exists


AR System plug-in error messages

130105 Error No entries found in the table <{0}>.Description

The data that you are attempting to query is not found in the specified table.Solution

Make sure that the data you are attempting to query exists in the table for the given qualification.

130106 Error Error fetching table names from data source - <{0}>Description

The table name that you specified in the query is incorrect.Solution

Make sure that the table that you specified in the qualification exists.

130107 Error Error fetching column names from table <{0}> - <{1}>.Description

The column name that you specified in the query is incorrect.Solution

Make sure that the column that you specified in the qualification exists.

130108 Error Plug-in configuration for plug-in <{0}> not defined.Description

You did not specify the plug-in configuration for the given plug-in.Solution

Make sure that you define the plug-in configuration in the Federation Manager.

130109 Error Data Type Conversion failed for value <{0}> with sql type <{1}>.DescriptionThe data type of a value that you specified in the qualification does not match the data type of the SQL table column. Solution

Make sure that:� The data type of the value and the SQL table column specified in the

qualification match.� The value that you specified for the table column does not exceed

its data limit.

130110 Error Number format exception occurred while data type conversion for plug-in <{0}> : <{1}>.Description

You are attempting to use an incorrect value in the qualification for a field of Number format.Solution

Make sure that the value that you specify for the numeric field is of Number format.

Table F-2: JDBC plug-in error messages (Sheet 2 of 2)



Chapter

G
Atrium Integrator Error messages
Table G-1 lists the error number, message type, message text, description, and solution for each Atrium Integrator error.

Table G-1: Atrium Integrator error messages (Sheet 1 of 5)


NGIE000001 Error Error retrieving DatasetIds for the selected target data store.Solution

Verify the BMC Remedy AR System server details specified in the target data store connection.

NGIE000002 Error Error retrieving CI Types for the selected target data store.Solution

Verify the BMC Remedy AR System server details specified in the target data store connection. Also confirm that one or more some target attributes have been mapped to the source column on the CI Mapping page of the Integration Job Builder wizard.

NGIE000003 Error Error retrieving CI Relationships for the selected CI Types.Solution

Verify the BMC Remedy AR System server details specified in the target data store connection. Also confirm that a relationship has been selected for the selected CIs on the CI TypeRelationships page of the Integration Job Builder wizard.

NGIE000004 Error Job Creation failed.Solution

Verify the data entered in the Integration Job Builder wizard pages and check your connection to the Pentaho server.

Chapter G Atrium Integrator Error messages 191


NGIE000005 Error Error retrieving CI attributes for the selected CI Type.Solution

Confirm connectivity to BMC Atrium CMDB by clicking the Test Connection button in the Manage Data Store tool. Also verify that the CI Class is defined correctly for the selected CI Type.

NGIE000006 Error Error retrieving Schemas for the source. Solution

Confirm connectivity to BMC Remedy AR System by clicking the Test Connection button in the Manage Data Store tool.

NGIE000007 Error Error retrieving Tables for the schema. Solution

Confirm connectivity to BMC Remedy AR System by clicking the Test Connection button in the Manage Data Store tool. Also check whether the schema has any table defined.

NGIE000008 Error Error retrieving Views for the schema.Solution

Confirm connectivity to BMC Remedy AR System by clicking the Test Connection button in the Manage Data Store tool. Also check whether the schema has any view defined.

NGIE000009 Error Error retrieving Files for the source. Solution

Confirm connectivity to BMC Remedy AR System by clicking the Test Connection button in the Manage Data Store tool. Check whether an entry has been created in the NGIE: FileMetaData form.

NGIE000010 Error Error retrieving Columns for the source.Solution

Check your connection to the Pentaho server and verify that the table or view is defined correctly in the source database.

NGIE000011 Error No Columns available for the selected source.Solution

Confirm that the source database table has valid columns.




NGIE000012 Error Error retrieving fields from the selected file.Solution

Confirm connectivity to BMC Atrium CMDB by clicking the Test Connection button in the Manage Data Store tool. Check whether an entry has been created in the NGIE: FileMetaData form.

NGIE000101 Error Failed to connect to Atrium Integrator. Solution

Check your connection to the Pentaho server.

NGIE000102 Error Failed to get list of NGIE Jobs. Solution

Check the following:� Your connection to the Pentaho server.� The AtriumCoreInstallationDirectory\cmdb\plugins\shared\pluginsvr_config.xml file contains the following entry:BMC.ARDBC.ATRIUM.NGIE

� All the .jar files listed in the BMC.ARDBC.ATRIUM.NGIE section exist at the specified locations.

NGIE000103 Error Failed to delete NGIE job.Solution

Check your connection to Atrium Integrator. Also confirm that the Carte server is running.

NGIE000104 Error Failed to start NGIE job. Solution

Confirm that the Carte server is running.

NGIE000105 Error Failed to stop NGIE job. Solution

Check your connection to Atrium Integrator. Also confirm that the Carte server is running.

NGIE000106 Error Failed to get list of job runs. Solution

Check your connection to the Pentaho server. Also check whether there is an entry in the NGIE: JOBLOG form.

NGIE000107 Error Failed to get list of job runs.Solution

Check your connection to the Pentaho server. Also check whether there is an entry in the NGIE: JOBLOG form.





NGIE000201 Error Error creating data store.Solution


NGIE000202 Error Error updating data store.Solution


NGIE000203 Error Error deleting data store. Solution


NGIE000204 Error Error getting data stores. Solution


NGIE000205 Error Error getting data store types. Solution


NGIEA000303 Error Error occurred while trying to connect to the data store.Solution

Check the data store connection details.

NGIEA000304 Error Error occurred while trying to connect to the data store. Solution

Check the data store connection details.

NGIEA000305 Error Please check the name and path details.Solution

Verify the directory path and check whether the folder specified in the path exists on the Atrium Integrator server.

NGIEA000310 Error Error publishing the job to the repository.Solution

Check your connection to the repository database server. After you fix the connection, you can copy the job and transformation files saved in the user profile on the mid tier (C:\Documents and Settings\Administrator\jobName\) to the Spoon repository.




NGIEA000311 Error Error publishing the transformation to the repository.Solution

Check your connection to the repository database server. After you fix the connection, you can copy the job and transformation files saved in the user profile on the mid tier (C:\Documents and Settings\Administrator\jobName\) to the Spoon repository.

NGIEA000315 Response column in Transformation Options for one or more CI Types is not set.

Solution

Check whether the source column to be updated has been specified for the Response area in the Transformation Options tab for the CI Mapping and Relationship Mappings pages of the Integration Job Builder wizard.

NGIEA000316 Delta column in Transformation Options for one or more CI Types is not set.Solution

Check whether the source column to be used for Delta has been specified for the Delta area in the Transformation Options tab for the CI Mapping and Relationship Mappings pages of the Integration Job Builder wizard.




A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Index

Aaborted Reconciliation Engine jobs 15access, federation 69active link error messages 153activities, Merge

missing endpoints 30multiple Configuration Items (CIs) merges 30

Administrative Information tab 15, 16, 18Advanced Settings tab 50, 112, 113AIE. See BMC Atrium Integration EngineApache Tomcat 37APIs, logs 96Application Pending form 18application server logs, web services 102arapi.log file 117ARERR 6230, troubleshooting 38ARERR 9280, troubleshooting 38ARERR 9391, troubleshooting 39arerror.log file 117arrecond.sh script file 23Atrium Console

error messages 38filter error messages 157troubleshooting 33

Atrium Integration Engine. See BMC Atrium Integration Engine

Atrium Integratorerror messages 191log files 41troubleshooting console issues 41troubleshooting Spoon errors 41

Atrium widgeterror messages 38mid tier and 37troubleshooting 34

attributes, missing in Data Field Mapping window 62

audit history, class definition 68Audit tab 68

BBMC Asset dataset, duplicate CIs in 26BMC Atrium CMDB Engine log 96BMC Atrium CMDB Java API log 97BMC Atrium Configuration Management Database

(BMC Atrium CMDB)API logs 104C API error messages 119cleaning up data 84Java API logs 97logs 96permission issues 79Server-side API logs 96

BMC Atrium Core configuration issues 75BMC Atrium Core Console

active link error messages 153client-side logging 94server-side logging 95

BMC Atrium Integration EngineAIE service fatal error 56AIE service stopped 55data exchange issues 50data exchange statistics 113Data Field Mapping window 62data mapping issues 54debug messages 110debugging 104debugging initialization phase 112debugging processing phase 113eie.cfg file 104eieEventCleanup.dbg file 110eieEventListener.dbg file 110eieEventMgr.dbg file 110eiemain.dbg file 110enabling debug logging 105instance management issues 57log messages 106logs 104managing instances 57missing attributes 62RPC port error 62

Index 197


BMC Atrium Integration Engine (continued)Rule Helper issues 61service issues 55SQL adapter issues 57troubleshooting 49

BMC Atrium Product Catalog error messages 177, 185

BMC Remedy Action Request System Server (BMC Remedy AR Server)

AIE service accidentally stops 55error logs 117

BMC Software, contacting 2bundling log files 118

CC API error messages 119cardinality

deleting relationships that violate 87finding relationships that violate 83

Carte server 44Characteristics tab 154classes

cardinality violations 83cleaning up 87data model definitions 90definition audit history 68deleting instances 87federation validation errors 71

client-side logging, BMC Atrium Core Console 94CMDB Engine library loading errors 117cmdbdiag, starting 82cmdbdriver data decompression 73cmdbengdebug.log file 96, 97configuration issues

BMC Atrium Core 75Reconciliation Engine 14

Configuration Items (CIs)duplicate 26, 28multiple merges 30unidentified 20, 26, 28

Configuration Items (CIs) and Relationship Correction Tool 84

Connection Settings tab 52consoles

BMC Atrium Core 33BMC Atrium Core, active link errors 153BMC Atrium Core, client-side logging 94BMC Atrium Core, server-side logging 95Job History 18

correcting Rule Helper issues, BMC Atrium Integration Engine 61

Create button, Product Catalog Setup form 75customer support 3

Ddata

cleaning up in BMC Atrium CMDB 84decompression, cmdbdriver 73federated class validation errors 71searching for invalid 82

Data Exchange application 113data exchanges

debug file 110, 111issues 50statistics 113

Data Exchanges Information window 50, 105, 112, 113

Data Field Mapping tab 107Data Field Mapping window 62Data Integrity Checker 82data mapping issues 54Data Mappings tab 50data models

checking class definitions 90correcting 81viewing 81

Data Visualization Form modules 72database settings, Reconciliation Engine and 32datasets

deleting instances 85duplicate Configuration Items (CIs) in source 28finding invalid IDs 83normalization 76

debug messages, AIE 110debugging

AIE log settings 105BMC Atrium Integration Engine 104data exchanges 110, 111Reconciliation Engine 102

decompression, data, in cmdbdriver 73definitions

class audit history 68configuring data exchange 50data model class 90exporting Reconciliation Engine 24

deletingclass instances 87instances in datasets 85orphan relationships 86relationships that violate cardinality 87

DETAILS entries in RE job log 21duplicate Configuration Items (CIs) 26, 28



Eeie.cfg file 104EIE:ARMappingInfo form 107EIE:CMDBDataMapping form 54, 111EIE:CMDBRelMapping form 111EIE:DataExchange form 111EIE:DataMapping form 54, 111EIE:Log form 106EIE:MappingInfo form 54eieEventCleanup.dbg file 110eieEventListener.dbg file 110eieEventMgr.dbg file 110eiemain.dbg file 110endpoints, missing 30error messages

Atrium Console 38Atrium Console filter 157Atrium Integrator 191Atrium widget 38BMC Atrium CMDB C API 119BMC Atrium Core Console active link 153BMC Atrium Integration Engine 106BMC Remedy Action Request System Server

(BMC Remedy AR Server) 117CMDB Engine library loading 117Product Catalog 177, 185Reconciliation Engine 163

errorsAIE RPC port 62fatal AIE service 56fatal Reconciliation Engine job 15federation plugin RPC 70multiple Configuration Items (CIs) match

issues 26events, Reconciliation Engine job 99exchanges, data 50exporting Reconciliation Engine definitions 24

Ffatal errors

AIE service 56Reconciliation Engine job 15

federationaccess 69data class validation errors 71plugins, RPC errors 70

filters, Atrium Console error messages 157forms

Application Pending 18Data Visualization 72

forms (continued)EIE:ARMappingInfo 107EIE:CMDBDataMapping 54, 111EIE:CMDBRelMapping 111EIE:DataExchange 111EIE:DataMapping 54, 111EIE:Log 106EIE:MappingInfo 54Product Catalog Setup 75RE:Precedence 17Server Information 31, 34, 38, 39

IIDs

finding invalid dataset 83resetting reconciliation 84

initialization phase, AIE debug logging 112instances

correcting invalid relationships 85deleting 87deleting in datasets 85finding cardinality violations 83finding invalid dataset IDs 83unidentified 20, 26, 28

JJava APIs

logs 97Job Event Information window 100Job History Console 18jobs. See Reconciliation Engine jobs

Llinks, active, error messages 153loading, CMDB Engine library 117log files

bundle 118zip up 118

Log Files tab 67, 68, 117logs

API 96application server 102BMC Atrium CMDB 96BMC Atrium CMDB API 104BMC Atrium CMDB Engine 96, 116BMC Atrium CMDB Java logs 97BMC Atrium Core Console, client side 94BMC Atrium Core Console, server side 95

Index 199


logs (continued)BMC Atrium Integration Engine 104BMC Atrium Integration Engine, debug 105BMC Atrium Integration Engine, messages 106BMC Remedy Action Request System Server

(BMC Remedy AR Server) 117DETAILS entries 21Java API 97Reconciliation Engine 21, 99Systinet 102TRACE entries 21web services 102

Mmanaging instances 57Mapping Information window 113mapping, data 54matching CIs 26matching Configuration Items (CIs) 28Merge activity

missing endpoints 30multiple Configuration Items (CIs) merges 30

messages, AIEdebug 110log 106

messages, errorAtrium Console 38Atrium Console filter 157Atrium widget 38BMC Atrium CMDB C API 119BMC Atrium Core Console active link 153BMC Atrium Integration Engine 106BMC Remedy Action Request System Server

(BMC Remedy AR Server) 117CMDB Engine library loading 117Product Catalog 177, 185Reconciliation Engine 26, 163

Microsoft SQL server, AIE and 57mid tier

Apache Tomcat and 37ServletExec and 37troubleshooting 37

missingattributes 62endpoints 30

models. See data modelsModify Server Configuration window 14modules, Data Visualization Form 72multiple threads, Reconciliation Engine and 31

Nnames, Reconciliation Engine log file 99normalization

dataset issues 76plugin issues 76

Normalization Engine log 116

Oorphans, deleting relationship 86

Ppasswords, changing AIE stops service 55paused Reconciliation Engine jobs 15performance, Reconciliation Engine 31, 32permissions, BMC Atrium CMDB 79plugins

federation RPC errors 70normalization issues 76

polling interval, reducing RE job queue 19port errors, AIE RPC 62Primary Key Mapping tab 54processes

checking status 18verifying completion 19

processing phase, AIE debug logging 113Product Catalog Setup form

Create button 75viewing records 76

product support 3

RRE. See Reconciliation EngineRE:Precedence form 17Reconciliation Engine

configuration changes 14database settings and 32debugging 102duplicate Configuration Items (CIs) 26, 28error messages 26, 163exporting definitions 24log file entries 100log issues 21log naming conventions 99logs 99missing endpoints 30multiple Configuration Items (CIs) merges 30multiple threads 31



Reconciliation Engine (continued)performance problems 31, 32starting 14troubleshooting 13unidentified instances 20

Reconciliation Engine jobsaborted 15AR System server restarted 16classId does not exist 17events for log file 99failed 15failing to start 18fatal errors 15incomplete 19insufficient memory 17paused 15polling interval 19Reconciliation Engine restarted 16troubleshooting 15viewing records 18

reconciliation IDs, resetting 84Reconciliation Manager tab 14, 100relationships

deleting cardinality violations 87deleting orphans 86finding cardinality violations 83fixing invalid 85

reportsinvalid dataset IDs 83relationship cardinality violations 83

resetting reconciliation IDs 84RPC

AIE port errors 62federation plugin errors 70

SServer Information form 31, 34, 38, 39server-side logging, BMC Atrium Core Console 95services

AIE fatal error 56AIE stopped after password change 55AIE stops AR System server on UNIX 55BMC Atrium Integration Engine 55logs, web 102starting web 75

ServletExec 37source datasets, duplicate Configuration Items (CIs)

in 28SQL adapter, AIE and 57starting

AIE debug logging 105

cmdbdiag program 82Reconciliation Engine 14Reconciliation Engine jobs 18web services 75

statistics, data exchange 113support, customer 3Systinet logs, web services 102

Ttabs

Administrative Information 15, 16, 18Advanced Settings 50, 112, 113Audit 68Characteristics 154Connection Settings 52Data Field Mapping 107Data Mappings 50Log Files 67, 68, 117Primary Key Mapping 54Reconciliation Manager 14, 100

technical support 3TRACE entries in RE job log 21

Uunidentified Configuration Items (CIs) 20, 26, 28

Vvalidation errors, federated data class 71version information, BMC Atrium CMDB 73viewing

arrecond.sh file 23BMC Atrium CMDB version information 73data models 81Reconciliation Engine job records 18Reconciliation Engine log file events 100records in Product Catalog Setup form 76

Wweb services

API logs and 104application server logs 102logs 102starting 75Systinet logs 102

widgets. See Atrium Widget

Index 201


windowsData Exchanges Information 50, 105, 112, 113Data Field Mapping 62Job Event Information 100Mapping Information 113

Zzipping log files 118


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