Remedy  - Server - Explanation and steps for the error: "Cannot establish a network connection to the AR System Plug-In server (ARERR 8760)"

Version 3
    Share:|

    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


    APPLIES TO:

    BMC Remedy AR System Server



    PROBLEM:

     

    Errors observed in the arjavaplugin log:
    .............................................
    --- 390635 : Cannot establish a network connection to the AR System Plug-In server (ARERR 8760)
    --- {ARServer Name} {Java Plugin Name} : RPC: Miscellaneous tli error - System error (Connection refused)
    --- 390635 : Cannot establish a network connection to the AR System Plug-In server (ARERR 8760)
    --- {ARServer Name} {Java Plugin Name} : RPC: Miscellaneous tli error - System error (Connection refused)
    --- 390635 : Cannot establish a network connection to the AR System Plug-In server (ARERR 8760)
    --- {ARServer Name} {Java Plugin Name} : RPC: Miscellaneous tli error - System error (Connection refused)
    .............................................

     


    SOLUTION:

     

    Legacy ID:KA415460
    The ARServer is attempting to make a connection to a C or Java plugin depending on configuration.
     
    Error:
    ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : <Server_name> (port) : RPC: Miscellaneous tli error - System error (Connection refused)
     
    Description:
    The plug-in server is either not running, or has been configured to run at a specific port number and has not registered with a portmapper.
     
    Error 8760 and error 8939 can be caused by a plug-in operation that fails when the AR System server’s connection to the plug-in server fails. Either a configuration problem exists, or the plugin server is not running.
    Some operations that can generate this error are initial login to the AR System server, an attempt to create a vendor form, interaction with ITSM consoles, or any other operation supported by plug-in functionality.
     
    To diagnose the cause of this error, check these items:
         -> Confirm that the plug-in server is running:
         -> (UNIX) Confirm that the arplugin process is running.
         -> (Windows) Check the Windows Task Manager to confirm that arplugin.exe is running.
         -> Confirm Server-Connect-Name parameter is added & plugins in ar.cfg are using it correctly
         -> If plug-in logging is turned on, check the output at the time the error occurred to verify the state of the plug-in server.
         -> Verify that plug-ins are correctly configured to load when the plug-in server starts and that each is successfully loading:
         -> View the contents of the ar.conf or ar.cfg file. For each entry with the format Plugin:pathToPlug-inLibrary, verify that the plug-in library exists in the specified location and has permissions and ownership consistent with other AR System server libraries and binaries in the ARSystemInstallDir/bin directory.
         -> Turn arjavaplugin.log & arplugin.log in debug mode using below steps:
               - Navigate to : ~~~\BMC Software\ARSystem\pluginsvr
               - Open log4j_pluginsvr.xml > Search for level value and set them to debug > save the file
         -> arplugin.log in debug mode
               - Navigate to ~~~\BMC Software\ARSystem\pluginsvr >> Open pluginsvr_config.xml >> search for <pluginSvrLogLevel> >> set                 the value to DEBUG
        - > Add below parameters in your ar.cfg
                  Debug-mode: 131072 
                  Plugin-Log-Level: 100 
              - After the changes are made and files are saved >> restart your AR Server Services and share the arjavaplugin.log & arplugin.log file created under ~~\BMC Software\ARSystem\Arserver\Db 
         -> Determine which plug-in is associated with the error and, if possible, the events that lead to the error:
         -> To help isolate the workflow or operation triggering the error, turn on server API and Filter logging.
         -> To identify the API call that results in the error, turn on client-side ARAPILOGGING on a client computer where the error appears.
         -> Although the plug-in server can use a portmapper to troubleshoot this error, consider setting a plug-in port and a Server-Plugin-Alias setting in the configuration file to see whether it resolves the problem. For information about these settings, see the Configuration Guide.
         -> If the plug-in connection error is related to a BMC Remedy application, make sure that you have applied the latest patches for the application.
     
    Review:
    1. C arplugin is not running - check armonitor.log
    2. JAVA Plugin not running - check armonitor.log
    3  Validate the ar.conf/ar.cfg Server-Plugin-Alias and or Port number and/or specific library exists or not.
    4. Server-Name not resolvable or Server-Connect-Name not resolvable.
    5. If this is a C Plugin is the library loaded into the arplugin?

    Arplugin & JAVA plugin not running
    1. Did the arplugin die 4 times in armonitor.log
    2. Did the JAVA plugin die 4 times in armonitor.log
    3. Check the arplugin and java plugin arent configured to run on the same port.
    ar.conf for arplugin & plugin_config.xml for JAVA plugin.
    4. Check that the arplugin or JAVA plugin ports intended for use are not already in use.
    netstat -an

    Tunable Parameters:
    "Filter-Api-Timeout:"
    "Server-Plugin-Default-Timeout:"
     
    "Plugin-ARDBC-Threads:"
    "Plugin-AREA-Threads:"
    "Plugin-Filter-API-Threads:"
     
    "Plugin-Loopback-RPC-Socket:"
    "Private-RPC-Socket:"

      
    Also updating the Java Run Time to the latest version for any possible Java problem to be addressed is an additional step to perform.
      

     


    Article Number:

    000048801


    Article Type:

    Solutions to a Product Problem



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