Unable to Login to Smart IT/ MyIT after changing the Remedy Application Service Password

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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:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT


    APPLIES TO:

    MyIT 3.x/Smart IT 1.x



    PROBLEM:

    Problem Summary # Unable to get the login Page of MyIT/SmartIT after changing ARServer host/port/Password changed 
    After any of the above information changed, if you haven’t restarted MyIT/SmartIT Yet, you will get below error message within browser tool

     

       
    1. Request URL:
       http://clm-aus-019008.bmc.com:9000/ux/restapi/users/sessions/Allen  
       
    1. Request Method:
       POST  
       
    1. Status Code:
       500 Internal Server Error
    Response: {"error":"MOBILITY_ERROR_LOGIN","errorCode":1006,"defaultMessage":"Login Failed: An authentication error occurred in the data server.","additionalMessage":"Cannot establish a network connection to the AR System server: XXXXXXXX:9988","detailMessage":"ERROR (90): Cannot establish a network connection to the AR System server; Connection refused (Connection refused) XXXXXXXX ","ARConnectionProblem":true}
     
    Let’s say, the Remedy Application Service Password change at AR Server level and you were unable to get to the login page of MyIT/SmartIT
     
    Logs # ux-metadata.log
     
    19:25:39.534 | localhost-startStop-1| ERROR| c.b.b.m.c.ClusterConfigurator |
    19:25:39.541 | localhost-startStop-1| WARN| c.b.b.m.c.ConfigurationManager | Fail to load list of configurations from AR. Cause - ERROR (623): Authentication failed; Reme
     

      

     


    CAUSE:

    AR Server information (host/Port/Remedy Application Service ) Changed


    SOLUTION:

    Resolution # Take corrective actions listed in YouTube Video - https://youtu.be/Zq-1RLq_wZs

    Step1: Access BMC MyIT Administration Console from Classic midtier.

    http://<MidtierServer>:8080/arsys/forms/<ARServer>/MyIT Administration Console/MobilityConsole/

    **POST 18.05 check these values in the SMT:Administration Console form

    In the persistent Data store, Reenter the ARServer hostname, Port and Application password if there is a change. 

    In Applications, Make sure the MyIT, MYIT-ITSM, MYIT-HRCM using the datastore you just corrected. 


    Step 2: Login with SmartIT_System User (details found in ux.xml ) and execute below query
     
    select NAME, VALUE from Configuration_parameter

    In case of change of hostname, execute below query
    update configuration_parameters SET VALUE = 'Servername' where NAME = 'connect.arsystem.hostName'

      

    In case of Change of AR TCP Port, execute below query
    update configuration_parameters SET VALUE = 'AR TCP Port' where NAME = 'connect.arsystem.port'

    In case of change of Remedy Application Password, Launch the SmartIT Maintainence Utility and within encrypt tab, encrypt the Remedy Application Service Password

    Location for Maintaince Tool
    Windows: C:\Program Files\BMC Software\Smart_IT_MyIT\SmartITMaintTool/SmartITMaintenanceTool.cmd
    Unix: /opt/bmc/Smart_IT_MyIT/SmartITMaintTool/SmartITMaintenanceTool.sh

      


    User-added image

    Copy the encrypted password and execute below query

    update configuration_parameters SET VALUE = '<Remedy Application Service encrypted password>' where NAME = 'connect.arsystem.password'

      

     commit;

    Step 3: Update provider Settings as well if needed by confirming below queries and update the same
    Note: This step can be done later once the application is up from MyIT Administration Console

    select KEYNAME,VALUE from Provider_SETTINGS where KEYNAME IN ('connect.arsystem.hostName','connect.arsystem.port','connect.arsystem.password','mid_tier.base.url')
    select KEYNAME,VALUE from Provider_SETTINGS where KEYNAME IN ( 'host.name', 'host.port')

    Step 4: Restart ARServer
    Step 5: Restart SmartIT Application

     


    Article Number:

    000137426


    Article Type:

    Solutions to a Product Problem



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