Push notifications do not work on Smart IT (Applicable for all versions of Smart IT)

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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 with Smart IT


    APPLIES TO:

    Smart IT/all versions



    PROBLEM:

    Problem Summary:
     
    Push notifications do not work on Smart IT (Applicable for all versions of Smart IT) - affects iOS and Android notifications.
     
    You will see below error on the SHR:SHRCAI_SocialBridge form for NOTIFICATION Classification:
     
    "error": HTTP Error 500 : {"error":"MOBILITY_ERROR_INTERNAL_SERVER_ERROR","errorCode":1013,"defaultMessage":"NotAfter: Sat Mar 23 13:42:56 UTC 2019","additionalMessage":"CertificateExpiredException: NotAfter: Sat Mar 23 13:42:56 UTC 2019","detailedMessage":"javapns.communication.exceptions.KeystoreException: Certificate is expired. A new one must be issued.","arconnectionProblem":false}

    This error confirms the expiry of one of the p12 certificates.

    NOTE: Although these are the Apple Push Notification certificates, the checking of these certificates for APNs occurs prior to sending any Android notifications and, when this error occurs the notification activity stops, so we do not send the Android notifications either.


    SOLUTION:

    Problem Solution:
     
    1. Take backup of existing certificates (GalileoAPNsProduction.p12 and BMCiOSAPNSMyITMobile.p12) from below locations:
    a.            C:\Program Files\Apache Software Foundation\Tomcat8.0\external-conf\certification
    b.            C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux\WEB-INF\classes\certification
     
    2.  Replace the attached certificates  (GalileoAPNsProduction.p12 and BMCiOSAPNSMyITMobile.p12) to below locations:
    a.            C:\Program Files\Apache Software Foundation\Tomcat8.0\external-conf\certification
    b.            C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux\WEB-INF\classes\certification
     
    3. Restart Smart IT service.

    NOTE: The GalileoAPNsProduction.p12 certificate supplied on this KA expires on February 22 2020
                 The BMCiOSAPNSMyITMobile.p12 certificate supplied on this KA expires on October 11 2019
     

     


    Article Number:

    000130792


    Article Type:

    Solutions to a Product Problem



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