CLM 2.

x Troubleshooting Guide
My Cloud Services Portal ARERR 219009: Cannot find user session. Please login again ARERR 219009: Exception caught while handling request; Connection to http://<clm-platform manager server>:8080 refused Provisioning Issues Error: VG creation failed:Custom Object version was not found in the BBSA response. Could not retrieve any Virtual Datastore Pool matching filter criteria based on selected target VG/VM destination. Unable to modify resource in cloudDB.Type=com.bmc.cloud.model.beans.VirtualGuest. Error creating Network Connector from BBNA: No switch found matching specified nics network label.. Error creating Network Connector from BBNA: No switch found matching the specified hypervisor context Error 191005: An unknown error occured while trying to create CMDB Impact Instance for a CMDB Relationship; Relationship Instance Id Cloud Administration Portal ARERR 219009: Cannot find user session. Please login again ARERR 219009: Exception caught while handling request; Connection to http://<clm-platform manager server>:8080 refused ARERR 219009: Server response authenticity for login type IMPERSONATE cannot be validated ERROR: Error in BaseMemorySensorOnboardExecHelper execute. OR Error in BaseCPUSensorOnboardExecHelper execute. Error Creating Network Container: Exception: com.bmc.bcan.engine.util.CapacityExceededException BBNA Unable to reach CMDB service. Please verify the CMDB login credentials. Install Planner The startup account of remote SQL Server xxx service is a domain account; The startup account of remote SQL Server xxx service has Write access on the Windows NT shared directory This is a list of common issues that are encountered with CLM 2.x. The guide is broken down by area or function being performed. Click here* *to view the most recent list of known issues.

My Cloud Services Portal

ARERR 219009: Cannot find user session. Please login again
Error Messages Error in invoke cloud API for plug-in <BMC.CLOUD.ARDBCPLUGIN> : <BMC.CLOUD.ARDBCPLUGIN>:getListEntryWithFields():TableName<ServiceOfferingInstance>, Class<com.bmc.cloud.model.beans.ServiceOfferingInstance.(BMC-CLMT-11500017) Cannot find user session. Please login again.> (ARERR 219009) Error occurs for one or more end-user accounts when trying to access the My Cloud Services Portal End user does not exist in Cloud AR instance DSO problem between Enterprise AR and Cloud AR Mismatched number of fixed licenses between Enterprise and Cloud AR Verify that the end user exists in the Cloud AR instance. The user should also be granted a fixed license. If out of sync, touch the record in enterprise AR and verify that the record is updated in cloud AR. If records are not syncing, check to make sure there are available fixed user licenses on Cloud AR, and confirm that DSO is working properly

Description Typical Problem Areas Solution

Additional Information

ARERR 219009: Exception caught while handling request; Connection to http://<clm-platform manager server>:8080 refused

Error Messages

Error in invoke cloud API for plug-in <BMC.CLOUD.ARDBCPLUGIN> : <<BMC.CLOUD.ARDBCPLUGIN>:getListEntryWithFields():TableName<ServiceOfferingInstance>, Class<com.bmc.cloud.model.beans.ServiceOfferingInstance>. (BMC-CLMT-11300005) Exception caught while handling request. > (ARERR 219009) Call: getListEntryWithFields(), TableName: ServiceOfferingInstance, Class:com.bmc.cloud.model.beans.ServiceOfferingInstance. Connection to http://clm-platform:8080 refused (ARERR 219009)

Description Typical Issues Solution Additional Information

Error occurs when trying to access the My Cloud Services Portal or the Cloud Administration Portal Platform Manager cannot be reached or service is not running Check the Platform Manager server and start / restart the platform manager server. Also verify that the Cloud AR server and services are running properly. Investigate the csm.log file for further errors if the problem persists. KB: KA352341

Provisioning Issues
Error: VG creation failed:Custom Object version was not found in the BBSA response.
Error Messages Description Typical Issues Solution Error: VG creation failed:Custom Object version was not found in the BBSA response. BBSA is throwing an error after provisioning the virtual guest For CLM 2.1, a necessary patch may be missing; The BSA RSCD agent version may be mismatched Verify that the bbsaprovider.jar patch has been applied to the Platform Manager server Make sure that all CLM infrastructure agents are running the same patch level as the BSA server. 8.1.02.250 (SP2, Patch1) appears to be a good combination Confirm that the RSCD agent version on the target VMs is equal to or less than the BSA server

Additional Information

Could not retrieve any Virtual Datastore Pool matching filter criteria based on selected target VG/VM destination.
Error Messages Description Typical Issues Solution Additional Information Could not retrieve any Virtual Datastore Pool matching filter criteria based on selected target VG/VM destination. No virtual datastores could be located for use during provisioning No virtual datastores have not been onboarded for the targeted cluster Create a disk repository pool in the Cloud Admin Portal under the Resources > Compute Pools workspace for each of the ESX clusters that has been onboarded

Unable to modify resource in cloudDB.Type=com.bmc.cloud.model.beans.VirtualGuest.

Error Messages

Unable to modify resource in cloudDB.Type=com.bmc.cloud.model.beans.VirtualGuest. Check in the csm.log file to see if it contains:
"errorCause" : OS creation failed

If provisioning appears to be successful (i.e. the VGP, USP, and create_user jobs in BSA all complete successfully), check the csm.log file for any errors updating the Cloud DB:

06 Dec 2011 09:23:41,806 [INFO] DB [Thread=6d7a1849-f060-431a-af00-6473aebb6363::597c8b3f-2ff9-4244-aefc-3f35dbce7c80(101)] [Class=CloudDBRequestProcessor:getResource] - No records found in CloudDB for class : com.bmc.cloud.model.beans.ComputeContainer having uuid : 7cb55edd-38fd-4170-8422-05dcab1725cf No records found in CloudDB for class : com.bmc.cloud.model.beans.ComputeContainer having uuid :

Description Typical Issues Solution

Provisioning is failing due to a permissions or blueprint configuration issue Provisioning could also be succeeding, but failing when trying to update the CloudDB record The cloud end user may be using a floating license instead of a fixed license The service blueprint may be trying to do "bare-metal" OS provisioning on a VM that already has an OS Recon may not be running Verify that the end user has been issued a fixed license In the Cloud Admin Portal, check the service deployment definition under the service blueprint workspace. For each resource set, confirm that the "Install OS" checkbox is unchecked on the Compute Resources tab. Confirm that Recon is running and up-to-date via the Atrium Core console KB: KA353550

Additional Information

Error creating Network Connector from BBNA: No switch found matching specified nics network label..
Error Messages Description Typical Issues Solution Error creating creating Network Connector from BBNA: No switch found matching specified nics network label. During provisioning, CLM was unable to match one or more network names for the VM to a network in the network container The network name specified for the resource set in the service deployment definition is incorrect The network names specified do not match with the network container that is being used during provisioning In the Cloud Admin Portal, identify each network name used for all of the resource sets in the blueprint. In BBNA, access the Network Container and POD blueprints and identify all of the available networks under the "Network Name" header. Verify that all of the networks used by the resource sets match networks available in either the network container or POD blueprint. NOTE: If shared networks have been defined at the POD level (i.e. a Management VLAN), confirm that the network exists on each of the virtual switches. For example, if Port Group 100 / VLAN 100 is designated as the Management VLAN for the POD, make sure that there is a port group named "100" on each of the virtual switches that is mapped to VLAN 100 Additional Information

Error creating Network Connector from BBNA: No switch found matching the specified hypervisor context
Error Messages Description Typical Issues Error creating Network Connector from BBNA: No switch found matching the specified hypervisor context This error occurs when trying to provision a service, when the virtual switch is not configured correctly The hypervisor context field on the virtual switch in BBNA is incorrect

Solution

Log in to the BBNA console Locate the virtual switch(es) that correspond with the cluster that that service is being provisioned to. For each switch, edit the device and set the "Hypervisor Context" field to the exact name of the corresponding ESX cluster. KB: KA352340

Additional Information

Error 191005: An unknown error occured while trying to create CMDB Impact Instance for a CMDB Relationship; Relationship Instance Id
Error Messages Error submitting request. Please contact your Administrator. ERROR (191005): CMDBBOException occurred: ERROR (120418): An unknown error occured while trying to create CMDB Impact Instance for a CMDB Relationship; Relationship Instance Id : OI-<RECON ID>; Caused by: ERROR (353): You have no access to form; BMC.CORE:BMC_BaseRelationship; ERROR: No ServiceOffering found in CloudDB with ReconciliationID OI-<RECON ID> Description Typical Issues Solution This problem occurs shortly after submitting a request to provision a new service. It normally occurs after one or more servers / services have been restarted for CLM Reconciliation is not working properly or running Choose one of the following: 1. Manually restart the reconciliation job on both the Enterprise AR and Cloud AR servers 2. Check the DSO activity form on the Enterprise AR side for any records pending. If you don't see records in BMC.ASset on both, run the "Data Reconciliation" job on the appropriate side 3. Restart each of the AR instances and supporting services in the proper order

Additional Information

Cloud Administration Portal

ARERR 219009: Cannot find user session. Please login again
Error Messages Error in invoke cloud API for plug-in <BMC.CLOUD.ARDBCPLUGIN> : <BMC.CLOUD.ARDBCPLUGIN>:getListEntryWithFields():TableName<ServiceOfferingInstance>, Class<com.bmc.cloud.model.beans.ServiceOfferingInstance.(BMC-CLMT-11500017) Cannot find user session. Please login again.> (ARERR 219009) Error occurs for one or more end-user accounts when trying to access the My Cloud Services Portal End user does not exist in Cloud AR instance DSO problem between Enterprise AR and Cloud AR Mismatched number of fixed licenses between Enterprise and Cloud AR Verify that the end user exists in the Cloud AR instance. The user should also be granted a fixed license. If out of sync, touch the record in enterprise AR and verify that the record is updated in cloud AR. If records are not syncing, check to make sure there are available fixed user licenses on Cloud AR, and confirm that DSO is working properly

Description Typical Problem Areas Solution

Additional Information

ARERR 219009: Exception caught while handling request; Connection to http://<clm-platform manager server>:8080 refused
Error Messages Error in invoke cloud API for plug-in <BMC.CLOUD.ARDBCPLUGIN> : <<BMC.CLOUD.ARDBCPLUGIN>:getListEntryWithFields():TableName<ServiceOfferingInstance>, Class<com.bmc.cloud.model.beans.ServiceOfferingInstance>. (BMC-CLMT-11300005) Exception caught while handling request. > (ARERR 219009) Call: getListEntryWithFields(), TableName: ServiceOfferingInstance, Class:com.bmc.cloud.model.beans.ServiceOfferingInstance. Connection to http://clm-platform:8080 refused (ARERR 219009)

Description Typical Issues Solution Additional Information

Error occurs when trying to access the My Cloud Services Portal or the Cloud Administration Portal Platform Manager cannot be reached or service is not running Check the Platform Manager server and start / restart the platform manager server. Also verify that the Cloud AR server and services are running properly. Investigate the csm.log file for further errors if the problem persists. KB: KA352341

ARERR 219009: Server response authenticity for login type IMPERSONATE cannot be validated
Error Messages Description Typical Issues Error in invoke cloud API for plug-in <BMC.CLOUD.ARDBCPLUGIN> : <BMC.CLOUD.ARDBCPLUGIN>:getListEntryWithFields():TableName: *, Class<com.bmc.cloud.model.beans.*>. Server response authenticity for login type IMPERSONATE cannot be validated (ARERR 219009) The Cloud Admin encounters this error message when trying to access various pages in the Cloud Administration Portal Cloud Admin account is not properly populated in the Cloud AR instance DSO problem between Enterprise AR and Cloud AR Mismatched number of fixed licenses between Enterprise and Cloud AR The Atrium Web Registry instance may be having issues Verify that the cloud admin account exists in the Cloud AR instance. The user should also be granted a fixed license. If out of sync, touch the record in enterprise AR and verify that the record is updated in cloud AR. If records are not syncing, check to make sure there are available fixed user licenses on Cloud AR, and confirm that DSO is working properly Restart the Atrium Web Registry services and clear all browser caches while it is stopped Additional Information

Solution

ERROR: Error in BaseMemorySensorOnboardExecHelper execute. OR Error in BaseCPUSensorOnboardExecHelper execute.

Error Messages Description Error in BaseMemorySensorOnboardExecHelper execute. Error in BaseCPUSensorOnboardExecHelper execute. This error would can occur when onboarding virtual cluster resources, or when provisioning services. During virtual cluster onboarding, BPPM is polled to retrieve the memory and CPU information. This error can occur if the BPPM service is not properly configured or running BPPM service was misconfigured (especially prevalent when manually installing via the install planner) BPPM is unable to retrieve data from the Virtual Server KM Access the BPPM Admin Console to see if BPPM is able to see the virtual cluster and the hosts. The memory and CPU metrics should be accessible in the BPPM console Access the platform manager server and locate the providers.json file. Search this file for "BPPM_" and verify the hostname, protocol, port and username information. The password is encrypted, but defaults to "admin". If all information is correct and data is visible in BPPM, the password is most likely the issue and will require the encryption tool, or access to another CLM instance that uses the correct encrypted password

Typical Issues Solution

Additional Information

Error Creating Network Container: Exception: com.bmc.bcan.engine.util.CapacityExceededException

Error Messages Description Error Creating Network Container: Exception: com.bmc.bcan.engine.util.CapacityExceededException There are insufficient resources available in the POD to provision the requested network container. The POD may not have sufficient available VLAN or IP address pools

Typical Issues Solution Additional Information

The requested network container may require too many resources The network POD may have been configured with too few VLANs or too few available IP address ranges Decommission a network container to free up resources Consider offboarding and re-onboarding the POD with additional resources

BBNA
Unable to reach CMDB service. Please verify the CMDB login credentials.
Error Messages Description Typical Issues Unable to reach CMDB service. Please verify the CMDB login credentials. This error occurs when trying to create / onboard a POD in BBNA. It indicates a problem with connectivity to the Enterprise AR instance which may not always be the situation PhysicalLocation object has not been created in Enterprise AR CMDB credentials / connection information is incorrect Atrium Web Services may be misbehaving Verify the connection information and credentials for the CMDB WS integration in the BBNA configuration settings section Access the Enterprise AR instance and check to see if a PhysicalLocation object has been created. If not, create one and try again. Restart Atrium Web Services after flushing the cache.

Solution

Additional Information

Install Planner
The startup account of remote SQL Server xxx service is a domain account; The startup account of remote SQL Server xxx service has Write access on the Windows NT shared directory
Error Messages The startup account of remote SQL Server xxx service is a domain account The startup account of remote SQL Server xxx service has Write access on the Windows NT shared directory. C:\Program Files\BMC Softtware The startup account of remote SQL Server xxx service is a domain account The startup account of remote SQL Server xxx service has Write access on the Windows NT shared directory. C:\Program Files\BMC Software This problem occurs during the SQL server configuration portion of the AR installation. Files must be copied between servers which depends on the ability to copy files using domain or local accounts The remote directory is not available The user credentials used do not have access to the file system on the Enterprise AR server The install of the Enterprise AR server uses the remedy stack installer. This uses a file copy function to grab the database files from the file system on the itsm server, to the database server. Then, they are extracted and imported into the database (as opposed to sqlnet calls). Hence, the user id on the database server (used for the ITSM DB install) also needs read access to the file system on the Enterprise AR server (for the duration of the installation only). This is why, ideally, it should be a Domain account. There may be other windows methods to give it local permissions and access (i.e. remote mounting the share ahead of time, or using local user accounts where the username and passwords are identical) For starters, check to see what user the SQL server process is running as. SQL Server should be running as an account with domain level access to network resources. Additional Information

Description Typical Issues Solution