MidTier - armonitor.log shows java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY during LiveChat 1908 Installation

Version 18
    Share This:

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


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System Mid Tier


    APPLIES TO:

    Midtier FileDeployer 19.08; Midtier installation is skipped during Live Chat 1908 ( previously known as Virtual Chat Agent) installation



    PROBLEM:

    Problem presents itself in the following ways:

       
    • While trying to install a deployment package and run the filedeployer utility over Midtier,  you may see the following error in the armonitor.log:  java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY 
    •  
    • Trying to access Live Chat in SmartIT, customer would see a HTTP 404 error for /agent .
    •  
    • In the Midtier File deployer logs you may notice a error like below when the Live Chat 1908 D2P was deployed: 
      
      "java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY=C:\Program Files\Apache Software Foundation\Tomcat 8.5"": CreateProcess error=2, The system cannot find the file specified"  
      
      
      The problem with Midtier D2P Filedeployer configuration causes the Live Chat 1908 Binary files located under the Tomcat supporting the Mid Tier application to be skipped   .
    The D2P installation of the Live Chat 1908 in some cases may say that it is deployed successfully , however upon checking the D2P details for the Live Chat package customer can see the Midtier payload part was skipped. 
      

     


    CAUSE:

    The armonitor.cfg located at [midtier_home]/filedeployer/conf has an incorrect syntax


    SOLUTION:

    To resolve:

       
    • Edit the armonitor.cfg located at [midtier_home]/filedeployer/conf directory)
    •  
    • Locate the line that is reported by the armonitor.log.  In this case, the armonitor.log has:
      
      java.io.IOException: Cannot run program ""   WEBSERVER_DEPLOYMENT_DIRECTORY=C:\Program Files\Apache Software Foundation\Tomcat 8.5"": CreateProcess error=2, The system cannot find the file specified 
      
       
    • Modify the specified Environment-variable in the armonitor.cfg as follows
      
      Environment-variable: WEBSERVER_DEPLOYMENT_DIRECTORY=C:\Program Files\Apache Software Foundation\Tomcat 8.5
      
       
    • Save the file and restart the Midtier's file deployer service (BMC Mid Tier File Deployment Service)
    •  
    • Once the restart is completed , Under the Deployment (D2P) Console , Click on View Payload Status and Select the Midtier Entry for retry Deployment . If you do not see the Retry Deployment button Enabled ; You can delete the earlier D2P package and re-run the D2P process for 1908 Live Chat package.  Upon re-run the Already installed entries would be skipped and the "1908 Live Chat Binaries for Virtual Chat " Would be deployed successfully.
    •  
    • Attached to this article is a sample of the corrected file.
      
    This should address your HTTP 404 error on eschat/agent URL . If you see a RSSO login prompt , likely it is that the RSSO agent properties was missed during installation . For more info please refer   KA 000172094 to understand further. 

     


    Article Number:

    000172191


    Article Type:

    Solutions to a Product Problem



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles