10 Replies Latest reply on Jul 31, 2019 1:40 AM by Scott Hartwick

    Remedy AR installation failed 19.02

    Majd Alsadi
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      ello all,

      i'm doing a fresh installation for Remedy AR 19.02, but it gave me installation failed

       

      below is the errors if any one can help me:

       

      1.PNG

      Throwable=[java.io.IOException: The service is not running.

      com.bmc.install.utility.platform.windows.services.ExecutableInternalServicesHelperImpl.getServicePid(ExecutableInternalServicesHelperImpl.java:1292)

      com.bmc.install.utility.platform.windows.services.ServicesHelper.getServicePid(ServicesHelper.java:451)

      com.bmc.smbu.install.common.rule.engine.ar.state.change.WindowsArStateChangeStrategy.doProcessWaitTime(WindowsArStateChangeStrategy.java:455)

      com.bmc.smbu.install.common.rule.engine.ar.state.change.WindowsArStateChangeStrategy.startService(WindowsArStateChangeStrategy.java:386)

      com.bmc.smbu.install.common.rule.engine.ar.state.change.WindowsArStateChangeStrategy.startMainService(WindowsArStateChangeStrategy.java:332)

      com.bmc.smbu.install.common.rule.engine.ar.state.change.WindowsArStateChangeStrategy.start(WindowsArStateChangeStrategy.java:139)

      com.bmc.smbu.install.common.rule.engine.ar.state.change.StartARServerCommand.execute(StartARServerCommand.java:60)

      com.bmc.smbu.install.common.rule.engine.Stage.execute(Stage.java:124)

      com.bmc.smbu.install.common.rule.engine.StageGroup.execute(StageGroup.java:137)

      com.bmc.smbu.install.common.rule.engine.Installer.execute(Installer.java:103)

      com.bmc.smbu.install.common.rule.engine.RuleEngineExecutor.execute(RuleEngineExecutor.java:56)

      com.bmc.install.product.arsuitekit.AbstractPostInstallerInstallationTask.executeRuleEngine(AbstractPostInstallerInstallationTask.java:341)

      com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerStartRuleEngineInstallerExecutorTask.execute(ARServerStartRuleEngineInstallerExecutorTask.java:198)

      com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)

      java.lang.Thread.run(Unknown Source)]

       

      2.PNG

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      5.PNG

      6.PNG

       

      Any suggestions, Any help please???

        • 1. Re: Remedy AR installation failed 19.02
          Mark Walters

          The errors suggest the installer has reached the point where it tries to start the AR Server so that it can import workflow and data but that the service did not start.  At this point you need to start looking in the log files you'll find in the C:\Program Files\BMC Software\ARSystem\Arserver\Db directory and see what they say.

           

          Check the arerror.log, ardebug.log and armonitor.log files for errors relating to database connectivity etc.

          • 2. Re: Remedy AR installation failed 19.02
            Ashish Bhurat

            Hi,

             

            Please check arerror log, ardebug & armonitor from db folder as Server has not come up while installation.

             

            Thanks

            -Ashish

            • 3. Re: Remedy AR installation failed 19.02
              Majd Alsadi

              I found this in ardebug & armonitor:

               

              > /* Wed Jul 17 2019 14:49:29.0763  */ org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'sqlHelper' defined in URL [bundleentry://174.fwk813656972/spring-context/application/sql_context.xml]: Cannot resolve reference to bean 'configurator' while setting bean property 'configurator'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'arTransactionalManager' defined in URL [bundleentry://174.fwk813656972/spring-context/application/aspects_context.xml]: Cannot resolve reference to bean 'cacheManager' while setting bean property 'cacheManager'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'cacheManager' defined in URL [bundleentry://174.fwk813656972/spring-context/application/cache_context.xml]: Cannot resolve reference to bean 'serverGroupBoardDAOManager' while setting constructor argument; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'serverGroupBoardDAOManager' defined in URL [bundleentry://174.fwk813656972/spring-context/application/domain/servergroup_context.xml]: Invocation of init method failed; nested exception is ERROR (552): The SQL database operation failed.; Exception [EclipseLink-4002] (Eclipse Persistence Services - 2.7.2.v20180622-f627448): org.eclipse.persistence.exceptions.DatabaseException

              <MNTR> <TNAME: Thread-3                 > <INFO > <ProcessMonitor$1                   > <      ProcessMonitor.java:291       > /* Wed Jul 17 2019 14:49:29.0763  */ Internal Exception: org.apache.commons.dbcp.SQLNestedException: Cannot create PoolableConnectionFactory (The TCP/IP connection to the host ******, port *** has failed. Error: "****. Verify the connection properties. Make sure that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port. Make sure that TCP connections to the port are not blocked by a firewall.".)

               

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

               

              Caused by: org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'arTransactionalManager' defined in URL [bundleentry://174.fwk813656972/spring-context/application/aspects_context.xml]: Cannot resolve reference to bean 'cacheManager' while setting bean property 'cacheManager'; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'cacheManager' defined in URL [bundleentry://174.fwk813656972/spring-context/application/cache_context.xml]: Cannot resolve reference to bean 'serverGroupBoardDAOManager' while setting constructor argument; nested exception is org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'serverGroupBoardDAOManager' defined in URL [bundleentry://174.fwk813656972/spring-context/application/domain/servergroup_context.xml]: Invocation of init method failed; nested exception is ERROR (552): The SQL database operation failed.; Exception [EclipseLink-4002] (Eclipse Persistence Services - 2.7.2.v20180622-f627448): org.eclipse.persistence.exceptions.DatabaseException

              Internal Exception: org.apache.commons.dbcp.SQLNestedException: Cannot create PoolableConnectionFactory (The TCP/IP connection to the host *******, port **** has failed. Error: "*****. Verify the connection properties. Make sure that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port. Make sure that TCP connections to the port are not blocked by a firewall.".)

              • 4. Re: Remedy AR installation failed 19.02
                Marek Ceizel

                As you can see here:

                 

                TCP/IP connection to the host ******, port *** has failed. Error: "****. Verify the connection properties. Make sure that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port. Make sure that TCP connections to the port are not blocked by a firewall.".)

                 

                this look like pretty basic problem with connection to Database. What Database are you using ? can you try to connect and login to the DB from the same machine using some client (sqlplus or mssql server management) ? Use the same data as for the installation.

                • 5. Re: Remedy AR installation failed 19.02
                  Ravi Reddi

                  Hi Majd Alsadi,

                   

                  1. You may check if the connectivity between your AR Server and Database server is responding over the PING & TELNET.

                   

                  2. The database user is using SQL or Windows Authentication? If Windows then necessary permissions is required. Make sure this Windows user is able to login through the SQL Server Management Studio.

                   

                  3. You can check the below: Perform these on the SQL Server box/machine:

                   

                  1. Go to Start->All Programs-> Microsoft SQL Server 2012-> Configuration Tool
                  2. Click SQL Server Configuration Manager
                  3. Expand SQL Server Network Configuration-> Protocol
                  4. Enable TCP/IP Right box
                  5. Double Click on TCP/IP and go to IP Addresses Tap and Put port 1433 under TCP port.

                   

                  4. Check the host file entries on the AR Server machine to ensure you have the correct details of your Database Server. If no entries then you can add and see if it resolves.

                   

                  Hope the above listed checks should resolve the issue.

                   

                  Cheers,

                  Ravi Reddi

                  • 6. Re: Remedy AR installation failed 19.02
                    Majd Alsadi

                    We are using microsoft SQL server 2016 enterprise.

                     

                    We have two database servers that using AlwaysOn SQL with listener IP Address. and during the installation i put the host name and the instance name for Alaways On SQL

                     

                    After the installation is failed i check the database and i found that ARSystem DB is exist. so there was a connection.

                    • 7. Re: Remedy AR installation failed 19.02
                      Majd Alsadi

                      I will try the steps, Thank you

                      • 9. Re: Remedy AR installation failed 19.02
                        Scott Hartwick

                        I'm running into the same errors on a new 19.02 install.

                         

                        I think the problem is we need to specify the following ports during install. If you got this far the connection to SQL server on 1433 is working.

                        1. AR System Server TCP Port Number:

                        2. AR System Server Plug-in TCP Port...

                         

                        Did you specify these ports during install? Its on the same screen where Java Plug-in Server TCP Port Number: 9999 is the default.

                        • 10. Re: Remedy AR installation failed 19.02
                          Scott Hartwick

                          Since the database exists, which it did for me also. Connecting on Port 1433 is not the issue. But here is how to check to see if ports are open that you need to SQL Server.

                           

                          If the Installer is having problems connecting to port 1433 on SQL Server. Try this:

                           

                          >telnet <SQL Server Hostname> 1433

                           

                          If SQL Server is listening on port 1433, you will get a blank screen. Which is good.

                           

                          If SQL Server is not listening on that port due to blocked port by firewall, you will get connecting and failed connection after timeout.

                           

                          Let us know the results.