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BMC Service Request Management
BMC Service Request Management
- highlight service target
- add path information for Data File/Path Name and Log File/Path Name
ARERR  The specified plug-in does not exist. : REMEDY.ARF.OMFOBJIE
Message: Export Started. Wait until Export finished and check Log File - [Log File/Path Name] at [name of ARServer user is logged into] for result (ARNOTE 45196)
- identify the Plugin entries in ar.conf[cfg]
Plugin: "C:\Program Files\AR System Applications\BMC Service Level Management\bin\omfobjiefilapi.dll"
Plugin: "C:\Program Files\AR System Applications\BMC Service Level Management\bin\arfslasetup.dll"
Plugin: "C:\Program Files\AR System Applications\BMC Remedy Incident Management\bin\caieventcmd.dll"
Plugin: "C:\Program Files\AR System Applications\BMC Remedy Asset Management\bin\ardbcQuery.dll"
Plugin: "C:\Program Files\AR System Applications\BMC Remedy Asset Management\bin\arfcbdata.dll"
Plugin: "C:\Program Files\AR System Applications\SSHITSM2BR101\BMC Atrium CMDB\server\bin\libcmdbconsolefilterapi21.dll"NOTE(1):
Following is naming convention of plugins for Solaris or Linux platform Solaris and Linux; *.a is AIX and *sl is HPUX specific naming convention
- set plugin logging level to 'All'
This will update or create this entry in ar.conf[cfg] file to generate maximum detail plugin logging
- turn on plugin logging and restart the plugin server
It is not necessary to restart ARSystem server as long as the plugin server is included in startup in armonitor.conf[cfg] file as the armonitor process will restart plugin server after manual termination or kill of the arplugin process (UNIX) or arplugin.exe service (Windows). The restart is immediate and will have minimum impact to the system.
- review the plugin log file for entries indicating load of plugin identified by 'Plug-In Loaded' string; the plugins will load in the order in which they appear in the ar.conf[cfg] file
*/ARFILTERAPI Plug-In Loaded: REMEDY.ARF.OMFOBJIE version 1
*/ARFILTERAPI Plug-In Loaded: REMEDY.ARF.SLASETUP version 1
*/ARFILTERAPI Plug-In Loaded: REMEDY.ARF.CAI version 1
*/ARDBC Plug-In Loaded: REMEDY.ARDBC.APPQUERY version 3
*/ARFILTERAPI Plug-In Loaded: REMEDY.ARF.CBDATA version 1
*/ARDBC Plug-In Loaded: ARSYS.ARDBC.PREVIEW version 3
*/ARFILTERAPI Plug-In Loaded: ARSYS.ARF.WEBSERVICE version 1
*/AREA Plug-In Loaded: ARSYS.AREA.LDAP version 2
*/ARDBC Plug-In Loaded: ARSYS.ARDBC.LDAP version 3
*/ARDBC Plug-In Loaded: ARSYS.ARDBC.CONFIGFILE version 3
*/ARDBC Plug-In Loaded: REMEDY.ARDBC.FLASHBOARD.FORM version 3
*/ARDBC Plug-In Loaded: REMEDY.ARDBC.SERVER.ADMINISTRATION version 3
*/ARDBC Plug-In Loaded: ARSYS.ARDBC.REPORT version 3
*/ARFILTERAPI Plug-In Loaded: BMC.ARF.CMDBCONSOLE version 1The plugin log will have output indicating issues with load of any given plugin which includes the fully qualified path as it is defined in the Plugin entry in ar.conf[cfg] file:Example(3):
*/UNKNOWN Plug-In Failed to Load: C:\Program Files\AR System Applications\SSHITSM2BR101\BMC Service Level Management\bin\omfobjiefilapi.dllThere may also be entries in arerror.log file from plugin load failure:Example(4):
Wed Apr 15 12:34:36 2009 390695 : An error has occurred while loading a plug-in. (ARERR 8756)
Wed Apr 15 12:34:36 2009 C:\Program Files\AR System Applications\SSHITSM2BR101\BMC Service Level Management\bin\omfobjiefilapi.dll: One of the library files needed to run this application cannot be found.In the case reported for this article, there was also ARERR 9130 error posted to the arerror.log file:Example(5):
[timestamp] : Action Request System(R) Server Version 7.1.00 Patch 03 (c) Copyright 1991-2007 BMC Software, Inc.
[timestamp] 390695 : Unable to extract minor version from Java VM version string: 10.0-b23 (ARERR 9130)
After verifying the referenced plugin is configured to load and whether it is actually loading at startup of plugin server, the next step will be to verify the following:
- is the plugin physically located in the path defined by its Plugin entry in ar.conf[cfg] file?
The path in the Plugin entry is fully qualified path to the named plugin file. If there is no path included, the location of the plugin is the <ar_install_dir>/bin directory.
are there proper permissions and ownership for the plugin file?
The plugin file must be an executable file and the owner of the arplugin server process or service must have execute permissions on the plugin file.
- do the dependent libraries for the plugin exist in the same directory where the plugin file is located or resolve to path defined in library path and do they have the same permissions required for plugin file?
On UNIX platform, the dependent libraries can be identified by running ldd command on the plugin file:Example(6):
/usr/lib/libC.a(shrcore.o)On Windows platform, the dependencies may be available by right-click and reviewing Properties information. If not, there is Microsoft Windows free shareware utility called depends.exe that can be used to gather this type of information. Please contact your system administrator or Microsoft O/S vendor support for additional information on how to identify dependent libraries or regarding use of this utility which can be located on the web including these sites:NOTE(6b):
There have been cases where failure to load a plugin has been resolved by ensuring that the dependent libraries for the plugin file are copied to the same <ar_install_dir> directory where the arserver.exe is located. For the case reported in this article, the resolution required replacing the icudt32.dll file in the <ar_install_dir> directory. There was no evidence that the version of this library was incorrect but the size of the file was different when compared to the same version and patch for the same file on a system where there were no issues with load of the plugins. All plugins loaded without any ARERR 8756 or ARERR 9130 errors in the plugin log file or arerror.log file once the icudt32.dll file on this system was replaced with a copy of the file from the system where there were no issues with load of the plugins. Once the ARERR 8756 and ARERR 9130 errors were resolved, the ARERR 8755 error was also resolved.
In the case reported for this article, there was consistent problem with load of the application plugins but the ARServer plugins loaded without error. The application plugins typically include a Plugin-Path entry immediately preceding each Plugin entry in the ar.conf[cfg] file. Reference pg. 354 of the v7.5 Configuration Guide manual:
Specifies the search path used to load a plug-in. The path will be appended
to the current value of LD_LIBRARY_PATH (AIX, Linux�, Solaris�),
SHLIB_PATH (HPUX), or PATH (WINNT). You can list more than one
Plugin-Path; each path is appended in the order it appears in the
configuration file. The syntax is:Plugin-Path: pathName[delimiter][pathName]with no spaces between the delimeter and the path.For example:
Plugin-Path: C:\Program Files\AR System\arserver;C:\Program Files\AR System\common\xyz
- copy of plugin log with plugin load errors
- copy of arerror.log file during timeframe that plugin load errors are captured in plugin log
- list of the files in the directories defined for the Plugin entries in the ar.conf[cfg] file
- confirmation of ownership and permissions on the plugin files
- confirmation of ownership and permissions of dependent libraries for the plugin files
- copy of trace output from manual startup of the plugin server