ARERR 8755 "The specified plug-in does not exist" error and related ARERR 8756 and ARERR 9130 errors

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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 Service Request Management


    APPLIES TO:

    BMC Service Request Management



    PROBLEM:

     

      In the case reported for this article, the specific function that was failing with ARERR 8755 error was SLA export function but the conditions causing this failure can be present for any plugin operation.  The examples used in this article will reflect the plugin that supports SLA export functionality for ARServer running on Windows platform.  There may be differences in specific error syntax and there will be differences in syntax of path definitions and naming convention of plugins between UNIX and Windows platform; the basic concepts, however, can be applied to either UNIX or Windows platform and to any function supported by plugin action. 
      
        
      
      In the example being used, the ARERR 8755 error was being generated from attempt to export an SLA with the following action: 
      
        
      
        - from Application Administration Console --> Custom Configuration --> Service Level Management --> Import/Export --> Export  
      - highlight service target  
      - add path information for Data File/Path Name and Log File/Path Name 
      
        - select Export button 
      
        
      
      At this point, the following error was generated to the user attempting the export action:
      
        
      
      --------------------------------  
    ARERR [8755] The specified plug-in does not exist. : REMEDY.ARF.OMFOBJIE 
      
      Exporting SLM from [name of ARServer user is logged into] server to [name of ARServer user is logged into] server file path. (ARNOTE 45195)  
    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) 
      
      The preceding message occurred during the execution of active link SLM:Export:Submit -- action 1. (ARNOTE 1101)  
    -------------------------------- 
      
      BMC AR System 
      
      UNIX; Windows 

     


    SOLUTION:

     

    Legacy ID:KA306763

      
      BMC AR System 
      
      UNIX; Windows 
      
      Step 1
      
        
      
      The first check is to verify whether the referenced plugin is configured to load and whether it is actually loading at startup of plugin server.  Following are steps to verify what plugins are expected to load and whether they are, in fact, loading at startup of plugin server: 
      
       
    •     
          identify the Plugin entries in ar.conf[cfg]   
      
       
      
       Example(1):   
    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: arapprove.dll   
    Plugin: WebService.dll   
    Plugin: arealdap.dll   
    Plugin: ardbcldap.dll   
    Plugin: ardbcconf.dll   
    Plugin: FlashboardObject.dll   
    Plugin: ServerAdmin.dll   
    Plugin: reportplugin.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   
    Plugin: /opt/ar/slm/bin/libomfobjiefilapi.so   
    Plugin: /opt/ar/slm/bin/libarfslasetup.so   
    Plugin: /opt/ar/incident/bin/libcaieventcmd.so   
    Plugin: /opt/ar/incident/bin/libardbcQuery.so   
    Plugin: /opt/ar/incident/bin/libarfcbdata.so   
    Plugin: /opt/ar/approval/bin/arapprove.so   
    Plugin: /opt/ar/bin/libwebservice.so   
    Plugin: /opt/ar/bin/arealdap.so   
    Plugin: /opt/ar/bin/ardbcldap.so   
    Plugin: /opt/ar/bin/ardbcconf.so   
    Plugin: /opt/ar/bin/FlashboardObject.so   
    Plugin: /opt/ar/bin/ServerAdmin.so   
    Plugin: /opt/ar/bin/reportplugin.so   
    Plugin: /opt/ar/cmdb/server/bin/libcmdbconsolefilterapi21.so   
     
      
       
    •     
          set plugin logging level to 'All'   
      
       
       NOTE(2):   
    This will update or create this entry in ar.conf[cfg] file to generate maximum detail plugin logging   
       
       
              Plugin-Log-Level: 100   
     
      
       
    •     
          turn on plugin logging and restart the plugin server    
        
      
       

    NOTE(3):
    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   
      
       
       Example(2):   
    */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 1  
       
          
       
       The 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.dll  
       
          
       
       There 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)  
      
        
      
      Step 2
       
    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?
      
       

    NOTE(4):
    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?

       

    NOTE(5):
    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?   
      
       

    NOTE(6a):
    On UNIX platform, the dependent libraries can be identified by running ldd command on the plugin file:

       
       Example(6):   
         #ldd libwebservice.a   
         libwebservice.a needs:   
             /usr/lib/libpthreads_compat.a(shr.o)   
             /usr/lib/libc_r.a(shr.o)   
             /usr/lib/librtl.a(shr.o)   
             /usr/lib/libpthreads.a(shr.o)   
             /unix   
             /usr/lib/libcrypt.a(shr.o)   
             /usr/lib/libC.a(ansicore_32.o)   
             /usr/lib/libc.a(shr.o)   
             /usr/lib/libC.a(shr2.o)   
             /usr/lib/libC.a(shr3.o)   
             /usr/lib/libC.a(shr.o)   
             /usr/lib/libpthreads.a(shr_comm.o)   
             /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.   
     
      
        
      
      Step 3
      
       

    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:

      
       
       Plugin-Path   
    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:   
         UNIX   
         Plugin-Path: /usr/ar/bin:/usr/ar/common/xyz   
         Windows   
         Plugin-Path: C:\Program Files\AR System\arserver;C:\Program Files\AR System\common\xyz  
      
      It is recommended that a Plugin-Path entry be included for each application plugin.  See KM-000010023751 for additional information on the application plugins, including their names and what functionality they support.  This knowledge base article also includes information on configuring Plugin-Path entries for the application plugins. 
      
        
      
     
      Step 4
      
        
      
      If the above steps do not resolve the ARERR 8756 and ARERR 9130 errors in your environment, it will be necessary to take additional troubleshooting steps and generate additional detail on what is occurring during startup of the plugin server at the time the failure occurs.  These steps include generating O/S level trace output such as truss (Solaris, Linux, AIX) or tusc (HPUX) or trace (Windows).  If you are unfamiliar with using the trace utility in your environment, please contact your system administration or O/S vendor support for help in generating this trace output.  The recommendation is that the entry in armonitor.conf file be commented out and ARServer restarted to allow for manual startup of the plugin server to support generating this output.  After restart of ARServer which does not include startup of the plugin server, the plugin server can be manually started with the trace utility appropriate for the O/S to capture detail of what is happening at the time of plugin load failure.  Once this trace output is generated, please contact BMC Remedy Technical Support with the following information: 
      
        
      
       - copy of ar.conf[cfg] file  
     - 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 
      
        
      
        
      
      Summary
      
      Once the ARERR 8756 and ARERR 9130 errors are resolved, the expectation is that the ARERR 8755 error generated from operation requiring support of plugin that is not loading at startup of plugin server will also be resolved.  See NOTE(6b) above for details on resolution for the case reported in this article. 

     


    Article Number:

    000096229


    Article Type:

    Solutions to a Product Problem



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