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    ARERR 8760 - Connection Refused in Remedy Server

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      Hello Team,

       

      We are getting error as,

      "ARERR [8760] Cannot establish a network connection to the AR System Plug-In server: --------: Miscellaneous tli error - System error (Connection refused)".

       

      We have followed these KB's.

      =================

      https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000d0EBCAY&type=Solution

      https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000cveMCAQ&type=Solution

      https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000cvAICAY&type=Solution

      https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA214000000d0h1CAA&type=Solution

      =================

      we have tried making changes with the help of above KB's .

      Post changes and server restart, we are still getting the same error.

       

      Apart from this, post server restart we got error in Putty Shell. PFA the files for the same.

       

      Please help to resolve the issue.

       

       

      Thanks in advance

      --Naveena

        • 1. Re: ARERR 8760 - Connection Refused in Remedy Server
          LJ LongWing

          Ok...so, obviously

           

          java.io.FileNotFoundException: /remedy-app/ARSystem/db/arjavaplugin.log (Permission denied)

           

          Does the user that is starting Remedy have permission to create/update files in the folder in question?

           

          Now...beyond that....the two files are talking about two entirely different things....server1 is an error from some file dictating an error with writing the java plugin log file....the second file labeled server 2 is appears to be an attempt to start the C Plugin server, and some related errors.....

           

          So, the main question about your initial post "Cannot establish a network connection to the AR System Plug-In server"...the question I have is...which plugin server is it having trouble connecting to...the Java or the C?....which plugin is being called...is it a Java plugin or a C Plugin?....will certainly need more information to try and help you out.

          • 2. Re: ARERR 8760 - Connection Refused in Remedy Server

            Hello Lj,

             

            We have overcome the permission issue. So now, "ava.io.FileNotFoundException: /remedy-app/ARSystem/db/arjavaplugin.log (Permission denied)" error is not coming.

             

            But we are still facing "Cannot establish a network connection to the AR System Plug-In server" Java Plugin error.

             

            Please help us to resolve this issue.

             

            ---Naveena

            • 3. Re: ARERR 8760 - Connection Refused in Remedy Server
              Chetan Bhadane

              share pluginsvr_config.xml , ar.cfg, armonitor.log and armonitor.cfg file for investigation.

              • 5. Re: ARERR 8760 - Connection Refused in Remedy Server
                Chetan Bhadane

                Sorry I forget to mention arerror.log file.

                Please do attach.

                • 6. Re: ARERR 8760 - Connection Refused in Remedy Server

                  Hello Core,

                   

                  It is attached to this original post.

                   

                  --Naveena

                  • 7. Re: ARERR 8760 - Connection Refused in Remedy Server
                    LJ LongWing

                    Ok...so, have you identified, via filter logging which plugin it's trying to access?...and the arjavaplugin.log (stdout and stderr) as well might be helpful for troubleshooting.

                    • 8. Re: ARERR 8760 - Connection Refused in Remedy Server
                      LJ LongWing

                      Naveena,

                      Looking in your armonitor.conf file, I only see one plugin server being started

                       

                      /remedy-app/Java/jdk1.6.0_37/jre/bin/java -Xmx1024m -classpath /remedy-app/ARSystem/pluginsvr:/remedy-app/ARSystem/pluginsvr/arpluginsvr7604_build002.jar com.bmc.arsys.pluginsvr.ARPluginServerMain -x serverName -i /remedy-app/ARSystem

                       

                      This seems to be your 'main' plugin server.  It seems to be the one running on port 9081 and is responsible for the following plugins

                       

                      ARSYS.ALRT.WEBSERVICE

                      ARSYS.ARDBC.ARREPORTENGINE

                      ARSYS.ARDBC.REGISTRY

                      ARSYS.ARF.QUERYPARSER

                      ARSYS.ARF.REGISTRY

                      ARSYS.ARF.WEBSERVICE

                      BMC.REMEDY.ITSM.CHG.FILTER

                      NextId

                      REMEDY.ARDBC.APPQUERY

                      REMEDY.ARF.CAI

                      REMEDY.ARF.CBDATA

                      REMEDY.ARF.ITSMUtil

                      RMDY.ITSM.ARL

                      RMDY.ITSM.ASSET.SOFTWAREUSAGE

                      RMDY.ITSM.RKM.DOCSMIGRATION

                      RMDY.ITSM.RKM.FILESYSTEM

                      RMDY.ITSM.RKM.FORMPERMISSIONS

                      RMDY.ITSM.RKM.FS.KAM.SYNC

                      RMDY.ITSM.RKM.GROUP

                      RMDY.ITSM.RKM.LOGLEVEL.CHANGE

                      RMDY.ITSM.RKM.REGISTRATION

                      RMDY.ITSM.RKM.UPDATEKAMMAPPINGS

                      RMDY.ITSM.RLE

                       

                      All of which seem to be at a minimum in the pluginsvr_config file you provided...

                       

                      Now...your ar.conf file mentions the following java plugins that should be running on port 9556

                       

                      BMC.ARDBC.ATRIUM.API

                      BMC.ARDBC.ATRIUM.NGIE

                      BMC.ARDBC.DEPRECATION.PLUGIN

                      BMC.FILTERAPI.EVENT_ENGINE

                      BMC.FILTERAPI.NOE

                      DSM.FILTER

                       

                      Assuming (and this is a big assumption) that Linux does things the same as Windows, and calls all of the java plugin servers directly in the armonitor.conf file, not through one of the .sh scripts that you have in there....the plugin server that is configured to run the second set of plugins I mention isn't being started, and may be the cause of your problems.  Looking in the armonitor.conf file the only java plugin server I see commented out is the FTS one

                       

                      #/remedy-app/Java/jdk1.6.0_37/jre/bin/java -Xmx2048m -classpath /remedy-app/ARSystem/pluginsvr/fts:/remedy-app/ARSystem/pluginsvr:/remedy-app/ARSystem/pluginsvr/arpluginsvr7604_build002.jar: com.bmc.arsys.pluginsvr.ARPluginServerMain -x serverName -i /remedy-app/ARSystem -m

                       

                      but that's not going to be your problem.....so, I would recommend trying to figure out where your missing line went....you should have another pluginsvr_config.xml file on your server that references the above plugins, and it may be as simple as adding the proper line to your armonitor.conf file to get it started properly....

                       

                      I see you provided files from a test server...do you have another environment in your ecosystem that you can compare files with?

                      • 9. Re: ARERR 8760 - Connection Refused in Remedy Server
                        Mark Walters

                        All of the above plugins listed as running on port 9556 are Atrium plugins and will be run by the plugin server started by this shell script;

                         

                        #/remedy-app/AtriumCore/cmdb/server/bin/atriumplugin.sh

                         

                        note that it's commented out in the armonitor.conf - you need to remove the # at the beginning of the line and restart the Remedy services.

                         

                        Mark

                        • 10. Re: ARERR 8760 - Connection Refused in Remedy Server
                          LJ LongWing

                          See....I told you it was a bold (and possibly incorrect) assumption that the plugin server would be started in the armonitor.conf file ...it would make sense that they would start atrium plugins in a script named atriumplugin.sh....but I'm not entirely sure why they wouldn't start it the same way as the others...but that's a different topic altogether

                          • 11. Re: ARERR 8760 - Connection Refused in Remedy Server

                            Hello All,

                             

                            As guided, we have tried making changes in armonitor.conf file. Post

                            server restart we are getting below error in Putty Shell.

                            We have compared armonitor.conf file in both dev and test environment. But

                            there are no such changes observed as recommended.

                             

                            PFA the armonitor.conf file of dev environment where we do not have the

                            same issue.

                             

                            Error in Putty Shell:

                             

                            390695 : An error has occurred while loading a plug-in. (ARERR 8756)

                               ardbcconf.dll: cannot open shared object file: No such file or

                            directory

                                    Plugin  Version: 7.4.00. Build Date : April 01 2010

                                                            IBRSD Policy Plugin

                            (4151715520) 20160525 112221.872611 INFO: IIAPI:  BMC-IDK012016I: Starting

                            up....

                            (4151715520) 20160525 112221.874274 WARNING: IIAPI:  BMC-IDK012282W: The

                            module in file ../src/BiiARSSmNewPolicy.cpp has not been registered

                            properly. Please call bmcii_Ltrace_register.

                             

                             

                             

                            ---Naveena

                            • 12. Re: ARERR 8760 - Connection Refused in Remedy Server
                              LJ LongWing

                              that's an odd error, only because I know you are on a Unix/Linux server, so none of the plugins should be looking for a dll file....AND, I don't know BMC plugins, so I'll need to rely on Mark Walters, or some other BMC educated person to help with that problem

                              • 13. Re: ARERR 8760 - Connection Refused in Remedy Server
                                Mark Walters

                                You're using Linux so this error means you have an invalid Plugin: reference in your ar.conf

                                 

                                ardbcconf.dll: cannot open shared object file: No such file or directory

                                 

                                it should be ardbcconf.so.

                                 

                                I'll have to check with one of the BPPM team about the other error but it may be that it can be ignored.

                                 

                                Mark

                                • 14. Re: ARERR 8760 - Connection Refused in Remedy Server

                                  Hello All,

                                   

                                  Sorry for the late update.

                                   

                                  We have tried making changes as suggested by BMC KB's, but still issue is not resolved.

                                   

                                   

                                  We have verified with Unix team about Server Name and Server Alias Name in host file of server and those are same.

                                   

                                   

                                  As per earlier suggestions, we need to test by adding C Plugin in armonitor.conf file. Could you

                                  please help us to know how to add C plugin in armonitor.conf file.

                                   

                                  --Naveena

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