BCM - Unable to login to Console because the BCM Agent service will not remain started on the Master

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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 Client Management


    COMPONENT:

    Client Management



    QUESTION:

    What may cause the BMC Client Management agent service to not remain started and prevent me from being able to launch the Console?


    ANSWER:

    Check the mtxagent.log file on the Master server - typically located in C:\Program Files\BMC Software\Client Management\Master\log

    Search for " err " and if you see something like the following results, it means it cannot connect to your database:

    2017/06/09 13:04:50 Vision64Database                 ERR [2240] Failed to connect to odbcdirect using (MasterServerName, Driver={SQL Server};Server=MasterServerName;Database=bcmdb;Uid=bcmdbuser;), Error: 
    2017/06/09 13:04:50 Vision64Database                 ERR [2240] Failed to identify database syntax (connection allocation error)
    2017/06/09 13:04:50 Vision64Database                 ERR [2240] Connection to Database could not be made. (Retry 1/5 in 10 seconds)
    2017/06/09 13:05:18 Vision64Database                 ERR [2240] Failed to connect to odbcdirect using (MasterServerName, Driver={SQL Server};Server=MasterServerName;Database=bcmdb;Uid=bcmdbuser;), Error: 
    2017/06/09 13:05:18 Vision64Database                 ERR [2240] Failed to identify database syntax (connection allocation error)
    2017/06/09 13:05:18 Vision64Database                 ERR [2240] Connection to Database could not be made. (Retry 2/5 in 10 seconds)
    2017/06/09 13:05:46 Vision64Database                 ERR [2240] Failed to connect to odbcdirect using (MasterServerName, Driver={SQL Server};Server=MasterServerName;Database=bcmdb;Uid=bcmdbuser;), Error: 
    2017/06/09 13:05:46 Vision64Database                 ERR [2240] Failed to identify database syntax (connection allocation error)
    2017/06/09 13:05:46 Vision64Database                 ERR [2240] Connection to Database could not be made. (Retry 3/5 in 10 seconds)
    2017/06/09 13:06:13 Vision64Database                 ERR [2240] Failed to connect to odbcdirect using (MasterServerName, Driver={SQL Server};Server=MasterServerName;Database=bcmdb;Uid=bcmdbuser;), Error: 
    2017/06/09 13:06:13 Vision64Database                 ERR [2240] Failed to identify database syntax (connection allocation error)
    2017/06/09 13:06:13 Vision64Database                 ERR [2240] Connection to Database could not be made. (Retry 4/5 in 10 seconds)
    2017/06/09 13:06:41 Vision64Database                 ERR [2240] Failed to connect to odbcdirect using (MasterServerName, Driver={SQL Server};Server=MasterServerName;Database=bcmdb;Uid=bcmdbuser;), Error: 
    2017/06/09 13:06:41 Vision64Database                 ERR [2240] Failed to identify database syntax (connection allocation error)
    2017/06/09 13:06:41 Vision64Database                 ERR [2240] Connection to Database could not be made. (Retry 5/5 in 10 seconds)
    2017/06/09 13:07:09 Vision64Database                 ERR [2240] Failed to connect to odbcdirect using (MasterServerName, Driver={SQL Server};Server=MasterServerName;Database=bcmdb;Uid=bcmdbuser;), Error: 
    2017/06/09 13:07:09 Vision64Database                 ERR [2240] Failed to identify database syntax (connection allocation error)
    2017/06/09 13:07:09 Vision64Database                 ERR [2240] Database not identified. End program. Please verify parameters.
    2017/06/09 13:07:09 AgentModules                     ERR [2240] Initialisation failed for Vision64Database
    2017/06/09 13:07:09 AgentCore                        ERR [2240] received logoff event without previous logon

    Make sure your database server is up and running, the database instance service is running, and you are able to login to SQL Server Management Stuidio and view the database using the bcmdbuser credentials.  Here is an alternate method to test your ODBC connection:


     1. Create a new text document on the Desktop of the Master server that cannot connect to the Client Management database server, and change the name of the file to TEST.udl

    This will create a Microsoft Data Link Properties connection tool, which uses the same components that Track-It! uses when attempting to connect to the database.

    NOTE: Make sure you are viewing extensions on the machine or else the file will only be renamed to TEST.udl.txt and will appear to simply be text file.


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    2. Double click the file to run it.

    3. Open the Provider tab and select Microsoft OLE DB Provider for SQL Server.

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    4. Click on Connection tab.

    5. In the Select or enter a server name: field enter the same server name\instance name value that appears in the Vision64database.ini on the Master server.

    6. In the User name: field enter the name of the user that appears in the Vision64databas.ini (..\Master\Config\Vision64Database.ini)

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    7. In the Password: field enter the default password for bcmdbuser.

    8. Open the Select the database on the server: drop down field. 

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    If successful, you should be able to select the Client Management database. If not, you have confirmed that the client cannot connect to the SQL server and other things must be checked (I.e. Windows Firewall on the SQL server, SQL Server configuration, etc.) to make sure the clients are allowed to connect.


    8. If you were allowed to select the database name from the drop down list, click the Test Connection button to verify connectivity.
     
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    Article Number:

    000137500


    Article Type:

    FAQ/Procedural



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