Remedy - AR System Server - Error@ "ARERR 8790 java.lang.NoClassDefFoundError occurring after 20.02 Upgrade"

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    Remedy AR System Server


    APPLIES TO:

    Remedy AR System Server v.20.02



    PROBLEM:

    After the upgrade of ARS and Midtier to version 20.02, an issue is observed on console related to:
    ..................
    ARERR [8790] java.lang.NoClassDefFoundError.
    ..................


    Steps to Reproduce:
    1. Upgrade midtier and AR Server from 18.08 to 20.02 release.
    2. Login to the midtier .
    3. Check the SHR:LandingConsole page which comes after we login

    ACTUAL RESULTS: Error while accessing console and forms.
    ..................
    ERROR (8790): Unknown system error; java.lang.NoClassDefFoundError: org/bouncycastle/jcajce/provider/asymmetric/rsa/BCRSAPublicKey
    Unknown system error :
    java.lang.NoClassDefFoundError: com/bmc/arsys/serveradmin/impl/ServerInfoVendorTable$1 (ARERR 8790)
    ..................


    If AR service is restarted everything works well, again after one day or after sometime java.lang.NoClassDefFound Error starts appearing again.
    The issue is not seen in environment with fresh install of ARS 2002, but only with upgraded ones.
    Impacted modules are: DWP, SRM, SMART IT, ARS, Midtier.

    Below are few of the Use cases :

    1. SHR:Landing Console not loaded:
    .........
    ARERR [8790]
    Unknown system error : java.lang.NoClassDefFoundError: org/springframework/transaction/aspectj/AbstractTransactionAspect$Rethrower
    .........


    2. Accessing Server Information page:
    .........
    Unknown system error : java.lang.NoClassDefFoundError: com/bmc/arsys/serveradmin/impl/ServerInfoVendorTable$1 (ARERR 8790)
    .........


    3. Access Manage User Licenses:
    .........
    Unknown system error:java.lang.NoClassDefFoundError: com/bmc/arsys/serveradmin/impl/UserLicenseInfo (ARERR 8790)
    .........


    4. Saving Workorder or Change:
    .........
    Unknown system error :java.lang.NoClassDefFoundError: org/eclipse/persistence/expressions/ExpressionMath (ARERR 8790)
    .........


    5. Other different actions in midtier:
    .........
    ARERR [8790] Unknown system error : java.lang.NoClassDefFoundError: com/bmc/arsys/mapping/domain/binding/rpc/RpcHandConverter$1
    .........


    6. While Accessing ARInput step in Spoon Client:
    .........

    ERROR (8790): Unknown system error; java.lang.NullPointerException
    .........


    Error Snippet:
    .....................
    <LEVEL: SEVERE > <Class: com.remedy.arsys.goat.GoatException><Method: <init>><TENANT: null > <USER: ceizelm >
    ERROR (8790): Unknown system error; java.lang.NoClassDefFoundError: com/bmc/arsys/mapping/domain/binding/rpc/RpcHandConverter$1
    at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(ApiProxyJRpcBase.java:300)
    at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(ApiProxyJRpcBase.java:172) at com.bmc.arsys.api.ProxyJRpc.ARGetMultipleFields(ProxyJRpc.java:742)
    at com.bmc.arsys.api.ProxyJRpc.ARGetListFieldObjects(ProxyJRpc.java:730) at com.bmc.arsys.api.ARServerUser.getListFieldObjects(ARServerUser.java:3510)
    at com.remedy.arsys.goat.service.FormFieldService.getFieldsAsAdmin(FormFieldService.java:111)
    at com.remedy.arsys.goat.CachedFieldMapInternal.getFieldsAsAdmin_aroundBody4(CachedFieldMapInternal.java:147)
    at com.remedy.arsys.goat.CachedFieldMapInternal$AjcClosure5.run(CachedFieldMapInternal.java:1)
    etc....
    .....................

     


    CAUSE:

    Defect: SW00566967


    SOLUTION:

    This behavior is reported as a defect:
    ............
    SW00566967 - After upgrading to 20.02 release, java.lang.NoClassDefFoundError error reported randomly in different workflows. 
    ............

    A Hot Fix is available for v.20.02 and can be obtained here:
    ftp://ftp.bmc.com/pub/ARRecommendedFixes/Server/20.02/



     


    Article Number:

    000355417


    Article Type:

    Solutions to a Product Problem



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