Troubleshooting Remedy Enterprise Integration Engine

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Troubleshooting Remedy Enterprise Integration Engine

Remedy Enterprise Integration Engine (EIE) enables you to define and execute data transfer between external data sources and AR System®. EIE and a Remedy Link adapter, that understands a particular data source, make this possible. When setting them up, you may encounter some unexpected errors. This article will identify those potential errors and provide you with a quick way to diagnose the cause of the problem and recommend corrective actions.

Scenario One:
Running EIE from a command line, such as "eie –m –t", you get the message:

"Failed to retrieve any active data exchange defined on AR System: calzen
1. You didn't select any data exchange as active.
2. Your ARLogin: Demo does not have administrator privileges.
3. You didn't select a Datamapping for the active data exchange definition."


Causes/Troubleshooting:
Note: One or more could apply.

  1. Open EIE:Startup and check all data exchanges to make sure that at least one data exchange has been marked as Active.
  2. Select the data exchange that you expect to run and open it. Make sure this data exchange has one (or more) data mapping(s) selected for it.
  3. Open EIE_Install_Dir\apps\EIE\service\conf\eie.cfg and check the values for the parameter ARServerName, ARLogin and ARPassword. Make sure the values are all correct.

Scenario Two:
After running EIE, you get a message:

"**** Vendor Application 'SqlServer' license check failed. ****"

Cause: No license.
Troubleshoot: Open AR Admin and connect to the AR server where the EIE Data Exchange application was hosted. Give a license to Remedy Link for SQL Server.

Scenario Three:
Running EIE shows no error. However, the expected data was not transferred. Check the debug file(DataExchangeName.dbg under EIE_Install_Dir\apps\EIE\service\debug) and find the file end with line of:

"[13:44:35,06/28/05] - StopDataHandlers: Disconnected from both AR and vendor application."

Cause: Execute Type of the data exchange isn't right.
Troubleshoot: Open the data exchange, go to Schedule tab, and make sure that the "Execution" value is not "To Be Triggered". "To Be Triggered" option should only be set when this data exchange needs to be triggered by another data exchange's completion.

Scenario Four:
Running EIE shows no error. However, the expected data was not transferred. Check the dbg file and you find the file ends with the line "Start to sort AR/Vendor key list". Check the CPU usage and it peaks at or near 100%.

Cause:
EIE is trying to sort a very large list of keys for the data set to be transferred and it is taking an extended length of time. Normally EIE depends on the databases for efficient sorting. However, if databases on the both sides fail to provide the same type of sorting, EIE will have to sort it by itself, which could take a long time for a large dataset. The most common case for both databases to sort differently is when there is a NULL value in the key field.
Troubleshoot
:
If you are able to remove the NULL value in the key field for all entries, you can run EIE again and the sorting will be significantly faster.

Scenario Five:
The data didn't get transferred. Check the dataexchange.dbg file and you find error message like "VendorOpenConnection: unable to connect to database, rc = 550"

Cause:
The external data source connection parameters have the wrong value(s).
Troubleshoot
:
Open the data exchange and go to the Vendor Configuration tab. Make sure all the necessary parameters are given correct values.

Scenario Six:
Run "eie –m –t". EIE exits. Check the dbg file for the active data exchange and there is only:

"[00:11:16,06/30/05] - Oracle.Initialize: Verifying configuration parameters [00:11:16,06/30/05] - Scheduled Only mode"

Cause:
EIE exits prematurely.
Troubleshoot
:
One reason that can cause this is in the Vendor Configuration, the "OraDbDir" or the other parameters has incorrect value(s).

Scenario Seven:
Run eie –m –t and in debug file, you will see

"[00:44:10,06/30/05] - Error: Field DOMAIN has an error.
[00:44:10,06/30/05] - Error: Field ITEM has an error.
[00:44:10,06/30/05] - Error: Field MAC has an error.
[00:44:10,06/30/05] - Error: Field MANUFACTURER has an error.
[00:44:10,06/30/05] - Error: Field MEMORY has an error."

Cause:
Chances are the vendor table/view wasn't specified correctly, and one typical reason is the capitalization of the table/view or fields isn't right.
Troubleshoot
:
For Oracle data exchange, you have to use all uppercase for Oracle Table/View and Oracle field names in the field mapping. Otherwise, EIE will think the table/field doesn't exist and will display errors shown above.

In addition to the troubleshooting tips listed here, the debug files (DataExchange.dbg) has good debugging information. Remember to open those files and search for "error". If you find any, the related debug message should give you a good idea about the nature of the problem.

~ Allen
Senior Product Developer, Marimba
Joined in 1995
"Do without seeking."


Related Document:
Improving Performance of BMC Remedy EIE Integrations to BMC Atrium CMDB