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

Version 59
    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 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.


    CAUSE:

    Certificate expired.


    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 : BMC do not provide APNS certificate. These certificate to be generated at customer end using the apple portal and Team ID. Please refer to KB : 000369747
     
    14 Feb 2020 : Added New GalileoAPNsProduction.p12 and BMCiOSAPNSMyITMobile.p12 Certificates. Expiry Date 11 December 2020
     


    Article Number:

    000345726


    Article Type:

    Solutions to a Product Problem



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