Remedy - Server - Error:"Message not in catalog -- message number = 2" when trying to add an AR Server License using the Driver Tool

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    All versions of Remedy AR System Server



    PROBLEM:

    After following the article:
    Remedy - Server - How to add an AR Server License into Remedy using the Driver tool

    and running the Driver command gll it is noticed there is some incorrect information (example below):
    ...................................
                  License Type:  AR Server
                   License Key:
     {License Key}
              License Sub Type:
    License Issued Date: month:
     0 <----------------- Issued Date is zero (incorrect).
                           day:  0 <----------------- Issued Day is zero (incorrect).
                          year:  0 <----------------- Issued Year is zero (incorrect).
    License Expire Date: month:  
                           day:  0
                          year:  0
                     Site Name:
                       Host ID:
    <----------------- missing HostID 
            Number of Licenses:  1
                    Token List:
                       Comment:

    ...................................

    Followed the article:
    Remedy - Server - How to delete an AR Server License using the Driver tool

    Trying to add the License again the following error is observed:
    .............................
       ARCreateLicense  results
    ReturnCode:  ERROR
    Status List : 1 items
    Status Struct :
       Message type : ERROR
       Message number :  2
       Message:  Message not in catalog -- message number = 2

    .............................

    The License seems to have been deleted as per the outcome of the above article but running the gll command it stills showing up with the incorrect/missing information.
    Restarting the AR System does not help.

     


    CAUSE:

    Original Licenses entered with the Driver tool was done incorrectly.


    SOLUTION:

    To address this scenario (when not having access to the user interface) both Driver and access to the Database will be required.

    - The actions to be performed in the Database is to delete the records of the current "problematic" license from the related tables.
    Note: Make sure the DBA Team is engaged to perform these steps and if required backup the database for safety purposes.
    - Then using the Driver tool the License will be created again.

    The steps performed below are done as an example on a Windows Server and MSSQL database but the same applies to Oracle or Linux/Unix.

    1- Access to the ARSystem database and run the following query:
         select schemaid from arschema where name like 'AR System Licenses'
         Note down the schemaid value retrieved. For example: 50

    2- Run the following query:
         select * from T50   (where 50 is the schemaid provided in the query above).

    3- The output will be all the existing Licenses (including the Application Licenses) set in the application.

    4- Note down the ID listed in the column C1 for the AR Server entry we know is not correct. As an example: 000000000000055

    5- Delete the related AR Server record from this table using the appropriate ID and Table ID as per all the steps above. For example:
         delete from T50 where C1 = '{000000000000055 as an example}'
         the record for the AR Server License will be deleted.

    6- Next step is to delete also the related AR Server entry from the table called license_cache:
         delete from license_cache where LicenseKey = '{the license key}'

    7- All the references of this AR Server License key will have been deleted from the database.

    8- Restart the AR System application.

    9- Add again the AR Server License using the Driver tool following again very carefully the article:
         Remedy - Server - How to add an AR Server License into Remedy using the Driver tool








     


    Article Number:

    000145264


    Article Type:

    Solutions to a Product Problem



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