Troubleshooting CMDB Installation Issues

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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:

    BMC Atrium CMDB Suite


    APPLIES TO:

    BMC Atrium CMDB Suite



    PROBLEM:

     

    Troubleshooting CMDB Installation Issues

     


    SOLUTION:

     

    Legacy ID:KA335875

      
       

    The Object Store and Reconciliation Engine components - if not already installed on the system - are installed when you install any application that uses the CMDB. For example, Remedy Asset Management, Remedy Help Desk 6.0, Remedy Change Management 6.0, and Service Impact Management 5.0 all install CMDB if necessary, behind the scenes, as part of their installation.

     

    To check if these components are already on your system, launch and login to Remedy User, choose File --> Open --> Object List.

     

    Type in "SHARE:Application_Properties" on the Find page, and open that form in a Search mode and then click on Search.

     

    Click on the records with 'Property Value' = "Remedy CMDB" or "Reconciliation Engine" and then click on the 'All Application Properties' table field below to display the version and other properties of each component.

     

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    How the Silent Installer is executed

     

    The application install log file - for example, helpdesk_inst.log in the case of Remedy Help Desk - will indicate whether it found the component and whether it tried to install it, see the section below on the check for it's presence:

     

    17:33:17: SICheckAppInstalled

     

    17:33:17: Component name: Remedy Object Store

     

    17:33:17: Component GUID: OB00C04FA081BABZlxQAmyflAg1wEA

     

    17:33:17: Component version: 1.0

     

    and then where it calls the silent installer:

     

    17:33:17: SICreateAppCfgFile

     

    17:33:17: SILaunchAppInstaller

     

    17:33:17: Launching application: C:\Software\remedy\itsm60\helpdesk\cdrom\objectstore\ObjectStore.exe

     

    18:13:00: SILaunchAppInstaller

     

    18:13:00: SIProcessAppReturnStatus

     

    18:13:00: GetKeyValuePair

     

    18:13:01: Entry returned: remedy.objectstore.install.status=SUCCESS

     

    The process of calling the silent installer for the Object Store and Reconciliation Engine creates a config file in a temporary directory to pass the parameters needed by the silent install (except the password, which is passed on the command line so it doesn't appear in extra log files), and the result is picked up by another cfg file by the application so it knows that the Object Store or Reconciliation Engine components were installed successfully.

     

    These files are:

     

    Object Store: os_input.cfg, os_retstat.cfg (same file names on Windows/UNIX servers)

     

    Reconciliation Engine: re_input.cfg, re_retstat.cfg (same file names on Windows/UNIX servers)

     

    So a quick way to determine the CMDB and Reconciliation Engine are installed and working is:

     

    - Check the SHARE:Application_Properties form as described above

     

    - Look at the os_retstat.cfg and re_retstat.cfg files from the server, if Remedy User is not readily accessible

     

    - Check that a server process named arrecond (UNIX) or arrecond.exe (Windows) - is running on the server. This is the reconciliation engine process.

     

    ----------------------------

     

    Where to find the log files:

     

    1. Files in temporary directory -

     

    UNIX: /tmp

     

    Windows: %TEMP%\{GUID}\{GUID}\ (Often under Documents & Settings, for example: C:\DOCUME~1\jerichar\LOCALS~1\Temp\{AE9E26C9-8FCD-437D-8290-7BC61A4FD942}\{8CB6C0F0-9384-414A-B7A7-A3B8290ED12B}

     

    Files: os_input.cfg, os_retstat.cfg, re_input.cfg, re_retstat.cfg, <application install logs, such as helpdesk_inst.log>

     

    It is recommended to grab all the files in the temp directory updated during the installation timeframe.

     

    2. UNIX only: files in /usr/tmp subdirectories:

     

    /usr/tmp/cmdb/ (UNIX)

     

    /usr/tmp/recon_engine/ (UNIX)

     

     

     

    Files: all the files in these directories (which include cmdb_inst.log, cmdb_error.log, recon_engine_inst.log, recon_engine_error.log, initcdmdb.out, synccdmdb.out

     

    3. Windows only:

     

    %TEMP% (Windows) (Often under Documents & Settings, for example: C:\DOCUME~1\jerichar\LOCALS~1\Temp)

     

    Files: ros_install.log, re_install.log

     

    4. All the files in the /Remedy Object Store/Logs directory (Windows)

     

    /objectstore/Logs (UNIX)

     

    The Object Store directory is created as a peer directory for the application, for example, if you installed to /usr/arsystem/helpdesk, you would expect to find a directory /usr/arsystem/objectstore. You can look at the os_input.cfg file to determine where the objectstore is installed.

     

    5. All the files in the /Remedy Reconciliation Engine/Logs directory (Windows)

     

    /reconcile/Logs directory (UNIX)

     

    The Reconciliation Engine directory is created as a peer directory for the application, for example, if you installed to /usr/arsystem/helpdesk, you would expect to find a directory /usr/arsystem/reconcile. You can look at the re_input.cfg file to determine where the objectstore is installed.

     

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    Troubleshooting CMDB installation failures

     

    Here are the steps of the Object Store installation:

     

    1. Detects Object Store

     

    The Object Store installer checks the SHARE:Application_Properties form, plus a signature set of workflow to determine if the Object Store is installed.

     

    2. Adds plugin and Plug-In-Path lines to the ar.cfg/ar.conf file of arserver to load the ossyncfilterapi filter plugin. Logged in the ros_install.log (Windows) or cmdb_inst.log (UNIX)

     

    3. Loads CMDB meta-data forms

     

    Imports the Object Store component forms and workflow, logged in the RemedyCMDB.log files. (Windows or UNIX)

     

    3. Loads CMDB meta-data

     

    Imports class data and relationships, logged in the RemedyCMDB.log files. (Windows or UNIX)

     

    4. Generate CDM

     

    This is the step that takes more than an hour to complete, as the CMDB forms (forms that begin with BMC prefix) and workflow are generated from the data. Logged in the initcdmdb.out and synccdmdb.out files (WIndows or UNIX)

     

     

     

    5. Load Type Management UI

     

    This includes the Class Manager application and all the forms/workflow that begin with prefix OBJSTR. This step is summarized in RemedyCMDB.html and logged in RemedyCMDB.log log files. (RIK log files) (WIndows or UNIX)

     

    6. Load Extensions

     

    Application specific extensions to the Object Store or Reconciliation Engine are found in the /extensions subdirectory under the OS or RE directory on the media, and loaded in the same way. There are additional RIK log files in the Logs directories for these extensions.

     

    7. Restart ARServer

     

    ---------------

     

    Here are the steps of the Reconciliation Engine installation and the files that log them:

     

    1. Detect Object Store - recon_engine_inst.log (UNIX) or re_install.log (Windows)

     

    2. Detect Reconciliation Engine - recon_engine_inst.log (UNIX) or re_install.log (Windows)

     

    3. Load RE Config app - ReconciliationEngine.html (Windows), RemedyReconciliationEngine.html (UNIX)

     

    4. Load Extensions - <extension>.html, in same directory as ReconciliationEngine.html file.

     

    5. Restart ARServer - recon_engine_inst.log (UNIX) or re_install.log (Windows)

     

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    Related Products:  
       
    1. BMC Foundation Discovery

     


    Article Number:

    000095890


    Article Type:

    Solutions to a Product Problem



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