13 Replies Latest reply: Jun 13, 2012 5:19 AM by Shantanu Ballal RSS

    Unable to Install Stack Installer for ITSM 7.6.04 SP2

    Mussie Zemikael

      Hi Guys,

      I really need you to help me out here, I am in a middle of installing ITSM using a StackInstaller (SP2). The ITSM Server is Win 2008 Enterprise 64 bit and the Databaseserver is UNIX (Sun T4 Solaris server 64 bit), the database is Oracle version 11g R2 64 bit. But the installation has failed though it is evident that the database objects import completed successfully. Please can you check the attached logs and see if you can find any clue as to the cause of this? And also:

      - Has anyone ever used Stack Installeron Windows (ITSM) and UNIX (DB), the BMC Support site is very silent on thisand the latest document we have was released on sometime in Jan 2011

      - Also how do we go about uninstalling it since I need to do the installation again? Has anyone ever uninstalled stackinstaller using the Uninstaller of the Control Panel? I am trying to find out if uninstalling this will also do a cleanup on the database

      Thanks,

      Mussie

        • 1. Unable to Install Stack Installer for ITSM 7.6.04 SP2
          snehal mhaske

          Hi Mussie,

           

          I have gone through the logs and found many errors. I have listed some of them below.

           

          1)  LOG EVENT {Description=[validateExistsAndCredentialsValid() -> Failed

          to check database connectionSQLMesage=Listener refused the connection

          with the following error: ORA-12514, TNS:listener does not currently know of service requested in connect descriptor The Connection descriptor used by the client was:

          //enecorad1:1527/DOCT SQLErrorCode=0],Detail=[java.sql.SQLException: Listener refused the connection with the following error:

          ORA-12514, TNS:listener does not currently know of service requested in connect descriptor

          The Connection descriptor used by the client was://enecorad1:1527/DOCT]}

           

          2) LOG EVENT {Description=[Validation error],Detail=[INVALID_NLS_LANG_WIN_REG]}

           

          3) THROWABLE EVENT {Description=[Failed to validate OCI Libraries]},

          Throwable=[java.io.FileNotFoundException:

          C:\Users\MUSSIE~1.GER\AppData\Local\Temp\Utilities\rik\arTestsql.out (The system cannot find the file specified)

           

          4) THROWABLE EVENT {Description=[Failed to retrieve oracle system file path]},

            Throwable=[java.sql.SQLException: Listener refused the connection with the following error:

          ORA-12505, TNS:listener does not currently know of SID given in connect descriptor

          The Connection descriptor used by the client was: enecorad1:1521:DOCT

           

          5) LOG EVENT {Description=[Failed to start service BMC Remedy Action Request System Server ENECBMCITSMD01],Detail=[Could not start AR Server in timely manner]}

           

          It seems that the SID name is not getting resolved. Do this lsnrctl <services> and check the output. Also check the tnsnames.ora file for the correct SID name.

           

          Are you able to login to the database using sqlplus?

           

           

          Regards,

          Snehal

          • 2. Unable to Install Stack Installer for ITSM 7.6.04 SP2
            Shantanu Ballal

            Hi Moss,

             

            I was going through the logs and found below error:

            "ORA-12514, TNS:listener does not currently know of service requested in connect descriptor"

             

            Check if your database is up and running while installing the ITSM Suite. I am not aware about the exact command but you can try register the database service with the listener. Check the service_name parameter in your tnsnames.ora file and if you want to check the known services by listener then issue the following command "lsnrctl services"

             

            If you are uninstalling the suite then it will remove the binaries, I think the Database structure remains intact in this case. You can run the installer again with the upgrade option if the installer collects the AR System DB existance.

             

             

            HTH

            Shantanu

            • 3. Unable to Install Stack Installer for ITSM 7.6.04 SP2
              Mussie Zemikael

              Hi Guys,

               

              Thank you all for the response, the installation log error that you mentioned about the DB connection and SID name has happened during the installation but later on I resolved them by entering the correct details. So this is not the issue and I am able to login to the Database from the ITSM server. But I am not really sure what has caused this:

               

              LOG EVENT {Description=[Failed to start service BMC Remedy Action Request System Server ENECBMCITSMD01],Detail=[Could not start AR Server in timely manner]}

               

              Do you know if Stack Installer is compatible with the Windows Server (ITSM) and UNIX (DB Server)?

               

              Mussie

              • 4. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                Mussie Zemikael

                Also I can see the following errors on the Post Installationerror log:

                [ERROR][Wed Jun 06 04:27:00.417] VerifyControl- Unable toconnect to the AR System Server.

                [ERROR][Wed Jun 06 04:27:00.418] VerifyControl- 90 Cannotopen catalog; Message number = 90 ENECBMCITSMD01 : RPC: Program not registered

                [ERROR][Wed Jun 06 04:27:00.418] RikMain- Problem withverification of user/pw/server information

                [Wed Jun 06 04:27:00.418] RikMain- Returning 90 for RIKsubcommand setsvrinfo

                ---

                [Wed Jun 06 04:27:00.395] RikMain- RIK utilityversion/timestamp: 7.6.04 SP2 201110080614

                [Wed Jun 06 04:27:00.395] RikMain- Command =C:\Users\MUSSIE~1.GER\AppData\Local\Temp\Utilities\rik\rik.exe setsvrinfo -o208 -v ****** -x ENECBMCITSMD01 -t 0 -u Demo -l D:\Program Files\BMC Software-n BusinessServiceManagementPostInstallVerificationTask -L

                [Wed Jun 06 04:27:00.400] RikMain- ARInitialization Complete

                [Wed Jun 06 04:27:00.401] SetOverlayGroup- Set SessionConfiguration for design and runtime overlay group (base[-1]) succeeded

                [Wed Jun 06 04:27:00.401] SetSessionTimeouts- Using 7200seconds for the Normal timeout

                [Wed Jun 06 04:27:00.401] SetSessionTimeouts- Using 14400seconds for the Long timeout

                [Wed Jun 06 04:27:00.401] SetSessionTimeouts- Using 21600seconds for the Extra Long timeout

                [ERROR][Wed Jun 06 04:27:00.417] VerifyControl- Unable toconnect to the AR System Server.

                [ERROR][Wed Jun 06 04:27:00.418] VerifyControl- 90 Cannotopen catalog; Message number = 90 ENECBMCITSMD01 : RPC: Program not registered

                [ERROR][Wed Jun 06 04:27:00.418] RikMain- Problem withverification of user/pw/server information

                [Wed Jun 06 04:27:00.418] RikMain- ARTermination complete

                [Wed Jun 06 04:27:00.418] RikMain- Returning 90 for RIKsubcommand setsvrinfo

                • 5. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                  Shantanu Ballal

                  Moss,

                   

                  Preconfigured stack installer only supports unicode database. As portmapper is used, you will not be able to specify the AR System Server port value during installation.In your last post it seems that the RPC program is not registered. Have you given any specific RPC port during installation?

                   

                  For uninstallation:

                   

                  Partial BMC Remedy ITSM Preconfigured Stack uninstallation is not supported (Known Issue SW00371490) . Please find the attcahed doc for the complete information on preconfigured stack installation.

                   

                  I dont think that it is not supported for the Windows (ITSM) and Unix (DB) enviornment. Any errors in your arerr.log and armonitor.log files?

                   

                   

                  Cheers!!

                  Shantanu

                  • 6. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                    Anne Brock

                    To echo Shantanu - make sure your dbase is unicode! we had a customer fight for three weeks with the installer before he finally heard from his DB team "oh, you wanted unicode?"....

                     

                    And the requirements do have to match the ones on the quick start call for the version you are installing. Can't do other platforms aside from what is on there. If you need an environment that isn't supported by the stack installer, you'll need to use the normal installers.    

                    • 7. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                      Mussie Zemikael

                      Hi Guys,

                      Thank you all for your responses. I am pretty much sure that the DB is unicode, anyway please find the details below:

                      Details on the DB server

                      ---

                      bash-3.00$ more prof.doct

                      umask 022

                      ORACLE_HOME=/orabi/product/11.2.0/dbhome_1

                      ORACLE_SID=DOCT

                      export ORACLE_HOME

                      export ORACLE_SID

                      PATH=$PATH:$ORACLE_HOME/bin

                      export PATH

                      NLS_LANG=AMERICAN_AMERICA.AL32UTF8

                      export NLS_LANG

                      LANG=C

                      export LANG

                      LIBPATH=$ORACLE_HOME/lib

                      export LIBPATH

                      LD_LIBRARY_PATH=$ORACLE_HOME/lib:$LD_LIBRARY_PATH

                      export LD_LIBRARY_PATH

                      bash

                      ---

                      The details you get from the DB server when entering locale –acommand

                      bash-3.00$ locale -a

                      C

                      POSIX

                      en_CA

                      en_CA.ISO8859-1

                      en_CA.UTF-8

                      en_US

                      en_US.ISO8859-1

                      en_US.ISO8859-15

                      en_US.ISO8859-15@euro

                      en_US.UTF-8

                      es

                      es.UTF-8

                      es_MX

                      es_MX.ISO8859-1

                      es_MX.UTF-8

                      fr

                      fr.UTF-8

                      fr_CA

                      fr_CA.ISO8859-1

                      fr_CA.UTF-8

                      iso_8859_1

                      bash-3.00$

                      • 8. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                        Mussie Zemikael

                        Hi Shantanu,

                        Please can you attach the document you mentioned in your previous post.

                        Mussie

                        • 9. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                          RM Raja

                          I hope so this has been already answered. Please look at the following link.

                           

                           

                          https://communities.bmc.com/communities/message/245754#245754

                           

                           

                          Regards

                          Raju M.

                          • 10. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                            Mussie Zemikael

                            Hi Raju,

                            It is a question raised by me for another Oracle install :-), both are not related.

                            Mussie

                            • 11. Re: Unable to Install Stack Installer for ITSM 7.6.04 SP2
                              Shantanu Ballal

                              Moss,

                               

                              Please find the attached document.

                               

                               

                              HTH

                              Shantanu

                               

                               

                               

                              Editied by David J. Easter: Document removed.  BMC product documentation is considered BMC Intellectual Property and can only be redistributed by BMC through approved BMC download sites - in this case, the Documentaiton section of Support Central.

                              • 12. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                                Mussie Zemikael

                                Hi Shantanu, I tried to reinstall it but I am getting the same error message again. I am suspecting that this could be related to the port mapper as I have seen similar posts in the site as well. You also mentioned the same thing last week as well. Since I am using stack installer, I will have to use port mapper and there is no option to change it. Is there any way where I can disable to the Windows Server 2008 Port mapper?

                                Mussie

                                • 13. Unable to Install Stack Installer for ITSM 7.6.04 SP2
                                  Shantanu Ballal

                                  Hi Mussie,

                                   

                                  I am not aware about the 2k8 port mapper but why do you want to disable the 2k8 portmapper in this case?