Troubleshooting Problems Adding or Modifying Classes in the CMDB

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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.


    BMC Atrium CMDB Suite


    BMC Atrium CMDB Suite



      Troubleshooting Problems Adding or Modifying Classes in the CMDB 1.0 




    Legacy ID:KA337233


    Note: The information below applies to CMDB version 1.0 only.  The mechanism in CMDB version 1.1 is improved to avoid many of the problems below.  See KM-000000023929 for FAQs on using CMDB 1.1 with ITSM 6.0.




    Perform the following steps if you encounter an error saving changes to a class, or adding a new one in the CMDB Class Manager:


    If you receive an error that the Filter API is not loaded:




      1. Verify ar.cfg/ar.conf file has a line for the plugin,, or ossyncfilterapi.dll


      2. Verify the ar.cfg/ar.conf file has an entry for Plugin-Path, and that it specifies the directory with the above files


      3. Check the arerror.log file to determine if there was an error loading the plugin


      4. Update ar.conf file to set Plugin-Log-Level to 100, and restart server to get more information on why the plugin server died or why the plugin couldn't be loaded.


      5. Login from the server console, navigate to the directory that contains the plugin, and run osdriver from the command prompt. Use the AROSSystemInit function to verify you can connect to the server


      6. On UNIX, verify the owner of the arserverd process is also the owner of the plugin and all the files in it's directory. (see step 1 and 2 for the plugin name and directory)


      7. If the above don't resolve the problem, report to tech support and include the results/files listed above.




    If you receive this AR 8939 error that the Plugin in not responding: 


      "ARERR [8939] The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance"


    This error occurs anytime the operation takes longer than 40 seconds to complete.  You can dismiss the error message and check back in a while to see if the operation completed, by confirming there is only one entry in Class Manager for the class, and its status is Active.


    If the operation does not complete successfully, you can use the CMDB Pending Helper to determine the source of the error.  See the following knowledge base article to follow this process: KM-000000023804




    If the save of the Class Definition does not complete, and client tool hangs:


      1. Some delay is expected, as a filterAPI creates the forms before returning.


      2. Check the arerror.log to determine if errors were reported, or if the ARServer has restarted


      3. Check if the ARServer is accessible from Remedy User on another system.


      4. If you can connect from another client, query on the OBJSTR:Pending form for any entries where 'Status' < "Error". Wait a minute and hit F5 to refresh the search to see if they are still being processed.




    If the Class Definition stays in 'Status' = "Change Pending" after refreshing the Class Manager console:


      1. From Remedy User, query on the form OBJSTR:Pending for entries where 'Create Date' >= $DATE $ , and look at the last few entries from when you saved the class.


      2. If errors were encountered, the OBJSTR:Pending record would indicate the cause of the error in the 'Status Message' field.


      3. Verify the setting in Remedy Administrator, Server Information is UNchecked: "Disable Admin Operations"


      4. Check the log files initcdmdb.out, synccdmdb.out on the server, if they have been updated and if they have additional information beyond the OBJSTR:Pending entries.


       5. There is a utility named CMDB Pending Helper, that is useful for finding the error that occurred, if the operation takes longer than the timeout period.  This utility and instructions for use are in KB entry KM-000000023804 .




    More detailed information on the process of saving changes via the Class Manager:




    The process of saving changes is expected to take a few moments to complete, and during this time the client (Remedy User or the web client) will appear to be hung. The process of saving changes to the CMDB is synchronous, not deferred, so the client will return to use after the operation has been completed.


    Workflow initiates the request to build the class. There are several active links and filters that run to update the class data, and the active link OBJSTR:ClassDef_SaveChanges_CallFilterApi does a Push Fields to the OBJSTR:Pending form, and filters on that form run the FilterAPI command to (filter: OBJSTR:Pend_CallFilterAPI01) update the forms/workflow.


    The filter calls a FilterAPI plugin named or (UNIX) or ossyncfilterapi.dll (Windows). There is a Plugin line in the ar.cfg/ar.conf file to specify this file be loaded, and a Plugin-Path line to indicate the directory where it can find it's support files. It uses the (currently undocumented) Object Store API to the ARServer, to access the class definitions on the server. The OSDriver utility in the same directory is used to make the API calls, create an XML file definition of the new workflow objects, and import it in via the ARImport API call. Class definitions updates remove the workflow but preserve the data in the object forms.


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