13 Replies Latest reply: Mar 28, 2012 6:25 PM by Tony Reel RSS

Cannot open Atrium Core Console - Authentication Error

Tony Reel

Hi Guys,

 

I have a relatively new Remedy environment (6 months) and I am also rather new to Remedy (1 year).

 

I have an issue at the minute where I cannot open the Atrium Core Console on one of my admin servers.  it is fine on the other 2 servers in the Server Group.

 

All applications are at 7.6.04 SP2 on Windows, SQL environment.

 

I had an Admin server with Atrium, AIE, ITSM etc all installed sitting outside Server group connecting to same DB.

Moved Admin Server into server group – everything seemed fine after this.

 

Had ongoing issues with AIE for weeks.

Uninstalled AIE from all servers in the Server group.

Reinstalled AIE on the Admin Server that was recently added to the SG.

 

Now cannot access Atrium Core Console

                Get error pop up when I try to open console in mid-tier:

Authentication Error – “Cannot Establish a network Connection to the AR System server”

 

                See below message in the arerror log:

                                Cannot establish a network connection to the AR System Plug-In server (ARERR 8760)

Serverxxxxxx (9556) BMC.ARDBC.ATRIUM.NGIE : RPC: Miscellaneous tli error - System error (Connection refused)

 

                Seeing this error in the AIE logs

                                Error (90): Cannot establish a network connection to the AR System server Serverxxxxxx (0) : RPC: Program not registered

 

I have been looking round fourms etc today but do not seem to be getting anyplace.  I also have a called logged with support but while I wait on a response for them I thought I would try here.

 

I suspect that someplace along the line I have a setting that is pointing to the wrong server/server group but that is only a guess and I can't find any problems.  Has anyone an idea what might be wrong here or what steps I can take to get a solution.

 

Thanks

Tony

  • 1. Cannot open Atrium Core Console - Authentication Error
    Carl Wilson

    Hi,

    these errors are horrible to try and sort out.

    Usually you could try a couple of things:

     

    1.  Restart the plug-in server process

    2.  Restart the Remedy Service

    3.  Restart the whole machine

     

    You could also try and clear out the Mid Tier plug-in cache files found under the Mid Tier installation directory.

     

    Whenever I have had this error on a VM, usually a restart of the machine allows it to come good after an install.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 2. Cannot open Atrium Core Console - Authentication Error
    Tony Reel

    Hi carl,

     

    Yeah I tried a restart earlier with no luck.

    Also tired clearing the plug in cache as you suggested but also no luck.

     

    Tried pointing one of the other mid tiers that is working (as it points to one of the other servers) but get the same message and works fine when I point it back at the other server.  So that rules out a mid tier issue.

     

    Thanks for the effort.

    Tony

  • 3. Cannot open Atrium Core Console - Authentication Error
    John Baker

    Hello

     

    One of our customers was experiencing random plugin server crashing and it turned out to be the BMC Webservice plugin. After commenting it in ar.cfg, the problem went away.

     

     

    John

    --

    SSO Plugin for BMC, HP and more

    http://www.javasystemsolutions.com/jss/ssoplugin

  • 4. Cannot open Atrium Core Console - Authentication Error
    Tejraj NameToUpdate

    Hi Tony,

     

    You get error while only logging to the Admin server when it is not part of the server group or when it is part of the server group. ?

     

    Usually these sort of issues in a server group environment occur when the plugin related entries in the respective server's ar config file is incorrect/corrupt. Please also check the Server Name and Server Connect Name in the config file.

     

    Regards,
    Tej

  • 5. Re: Cannot open Atrium Core Console - Authentication Error
    Tony Reel

    Thanks John.

     

    I have compared the ar.cfg files of the ‘broken’ server to another server in the server group and can see that it is missing some key lines, listed below.  So I am thinking I need to verify these paths are correct and the files are present, then put these lines into the ar.cfg file of the broken server, restart and see if that resolves the issue.   Still had no feedback from support on this.

     

     

    Plugin-Path: e:\Program Files\BMC Software\AtriumCore\cmdb\server64\bin

     

    Load-Shared-Library: cmdbsvr7604_win64.dll

     

    CMDB-Install-Directory: e:\Program Files\BMC Software\AtriumCore\cmdb

     

    RE-Log-File-Location: e:\Program Files\BMC Software\AtriumCore\Logs

     

    Server-Plugin-Alias: AIS.FILTERAPI AIS.FILTERAPI vbmc21-iedrw:9556

     

    Server-Plugin-Alias: BMC.ARDBC.ATRIUM.API BMC.ARDBC.ATRIUM.API xxxmyserverxxx:9556

     

    Server-Plugin-Alias: DSM.FILTER DSM.FILTER xxxmyserverxxx:9556

     

    Thanks

    Tony

  • 6. Re: Cannot open Atrium Core Console - Authentication Error
    John Baker

    Tony

     

    Our customer never got a good response from support; we solved it for them. So if your plugin server is crashing, commenting out the plugins one by one, may be a useful debugging step.

     

    I agree: checking the paths are correct is a useful step.

     

    Perhaps you should escalate if this is a production issue?

     

     

    John

  • 7. Re: Cannot open Atrium Core Console - Authentication Error
    Tony Reel

    Thanks for the replies folks.

     

    After adding the lines I was missing in the ar.cfg file and restarting the AR Server service I can now open the Atrium Core console .

     

    However I still have one issue  - that I know of.

     

    When I try and add a new computer system asset I get the below error (this only happens on this server, it works fine on the other server group servers)

     

    Cannot establish a network connection to the AR System Plug-In server : xxMyServerxxx (9555) BMC.FILTERAPI.NORM.ENGINE : RPC: Miscellaneous tli error - System error (Connection refused) (ARERR 8760)

     

    Starting to troubleshoot this now.


    Thanks

    Tony

  • 8. Re: Cannot open Atrium Core Console - Authentication Error
    Carl Wilson

    Hi,

    take a look for the "noe" plugin alias as this is a reference you maybe missing.

    One thing to note also, make sure that you have the short server name against the alias's and not a mix of the fully qualified and short names in the config.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 9. Re: Cannot open Atrium Core Console - Authentication Error
    Tony Reel

    Hi Folks,

     

    I had some missing lines in the armonitor file, I have corrected that and compared it to a working server along with the ar.cfg file and all are more or less the same.  I restarted the services and thought that would have resovled the issue but it didn't.

     

     

    Carl - the noe plugin alias is referenced in th ar.cfg.  Some alias's do have the FQDN and some the short, however this is the same on the working server so I am reluctant to change it at this stage.

     

    I am still getting the error when I try to add a new asset.  I have been comparing config files on bother servers but nothing seems out of place.

     

    Cannot establish a network connection to the AR System Plug-In server : xxMyServerxxx (9555) BMC.FILTERAPI.NORM.ENGINE : RPC: Miscellaneous tli error - System error (Connection refused) (ARERR 8760)

     

    Tony

  • 10. Re: Cannot open Atrium Core Console - Authentication Error
    Tony Reel

    ok,

     

    I have just opened <AtriumCore install dir>/cmdb/plugins/ne/pluginsvr_config.xml on the two servers and they are completely different.

     

    On server 22 (the broken server) the file just has all the variables, whereas on server 21(working) all the actual values are completed.


    Eg

    Server 22 -  <port>$BMC_NE_PLUGIN_PORT_NUMBER$</port>

    Server 21 -  <port>9555</port>

     

    So, does any know can I just manually complete this config file with the correct values?

    Is this normally done on starting the service or on installation??

     

    Thanks

    Tony

  • 11. Re: Cannot open Atrium Core Console - Authentication Error
    Carl Wilson

    Hi,

    yes you can correct where necessary.  Then you can just bounce the plugin server.

     

    Cheers

    Carl

     

    http://www.missingpiecessoftware.com/

  • 12. Re: Cannot open Atrium Core Console - Authentication Error
    John Baker

    Carl

     

    I'm wondering if you can tell us more about the NOE plugin? I'd certainly like to learn and I'm sure others would too.

     

     

    John

  • 13. Re: Cannot open Atrium Core Console - Authentication Error
    Tony Reel

    HI Folks,

     

    It was strange, when i opened the file in IE it displayed the variable paths.  When I opened in notepad to edit it showed the actual values.  When I opened it in Word it showed the variables again.  So I edited it in word and after it always showed the values.

    I also noticed at the bottom of the file it was missing the following line which may have been the issue.

    <com_bmc_ne_ar_server_name>localhost</com_bmc_ne_ar_server_name>

     

    After manually updating the pluginsvr_config.xml file and restarting the services I am no longer getting any errors when I try and add an asset.

    Hopefully this will be the end of my problems.

     

    Thanks to everyone for all the help and advice.


    Tony