Cannot access MyIT or TSOM after applying this hotfix - RSSO_1802_2018NOV27_CU_ALL

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy Single Sign On


    APPLIES TO:

    Remedy SSO 18.02



    PROBLEM:

    Cannot access MyIT or TSOM after applying this hotfix - RSSO_1802_2018NOV27_CU_ALL 

    It was throwing HTTP 500 error on MyIT or TSOM page, here is the screenshot  :

    User-added image

     


    CAUSE:

    All files from hotfix was not copied correctly on RSSO server


    SOLUTION:

    According to the log file “localhost.date.log”, It was giving below error :

    SEVERE [http-nio-8443-exec-3] org.apache.catalina.core.ApplicationDispatcher.invoke Servlet.service() for servlet LoginServlet threw exception
    java.lang.ClassNotFoundException: com.bmc.rsso.servlet.ViewServletHelper$ResponseMethod

    Which means that below file was not copied/replaced properly :
    WEB-INF/classes/com/bmc/rsso/servlet/ViewServletHelper$ResponseMethod.class

    Found that cp command on linux was not copying file with $ (Special character) in name.
     
    Upon search in Google found out that you cannot copy files with names containing $ (and some other special characters) in LINUX. 

    Change the commands to have single quotes around the file name and copy all of the patch files to resolve this issue.


    Article Number:

    000165674


    Article Type:

    Solutions to a Product Problem



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