On installer, the installation process to start the AR Server service taking a long time and failed to do so resulting also in the Upgrade to report as Failed. Installation log: ---------------- ....SEVERE,com.bmc.smbu.install.common.rule.engine.ar.state.change.WindowsArStateChangeStrategy, THROWABLE EVENT {Description=[Error received when getting pid of Service],Detail=[BMC Remedy Action Request System Server {AR Server Name}]}, Throwable=[java.io.IOException: The service is not running. ---------------- In ardebug.log, the following error is observed:: ---------------- {Date/Time stamp} org.springframework.beans.factory.BeanCreationException: Error creating bean with name 'serverInitializer' defined in URL [bundleentry://164.fwk1975358023/spring-context/application/domain/init_context.xml]: Invocation of init method failed; nested exception is java.lang.NullPointerException ...etc... Caused by: java.lang.NullPointerException: null at com.bmc.arsys.domain.group.GroupImpl.getFloatingWriteLicense(GroupImpl.java:418) at com.bmc.arsys.server.domain.ebo.license.impl.FloatingLicenseServiceImpl.updateFloatingLicensePools(FloatingLicenseServiceImpl.java:150) at com.bmc.arsys.server.domain.ebo.license.impl.LicenseServiceImpl.updateFloatingLicensePools(LicenseServiceImpl.java:1927) at com.bmc.arsys.server.domain.ebo.license.impl.LicenseServiceImpl.populateLicenseCache(LicenseServiceImpl.java:1847) at com.bmc.arsys.server.domain.ebo.license.impl.LicenseServiceImpl.init_aroundBody0(LicenseServiceImpl.java:263) at com.bmc.arsys.server.domain.ebo.license.impl.LicenseServiceImpl$AjcClosure1.run(LicenseServiceImpl.java:1) ...etc... ---------------- |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. The "old" system where the upgrade takes place seems to have a group with a 'null' value in the 'Floating Licenses' field and needs to be actually the value '0' (zero) This seems to choke up the startup of the Remedy server and causes the install to pause. Example: 1- Run the following query in the AR System Database: select * from Group_x where 'Floating_Licenses' = NULL 2- Result: 2- Run following query in the AR System database to update the 'Floating Licenses' from null to 0 (for all Groups): NOTE: Make sure the DBA team is engaged to do this operation and all safely measures are in place such backing up the Database. update Group_x set 'Floating_Licenses' = 0 where 'Floating_Licenses' = NULL A similar message might appear: '(178 row(s) affected)'3- Run again the query from step 1 which should bring zero results. 4- Run the installer again to proceed with the Upgrade. |