Remedy AR System Server - armonitor unable to start the C processes listed in armonitor.cfg - "Process [...] stopped with exit value

Knowledge Article

Article Number

000219674

Old Article Number

000174232

Article Type

Solutions to a Product Problem

Title

Remedy AR System Server - armonitor unable to start the C processes listed in armonitor.cfg - "Process [...] stopped with exit value - [ -1073741515 ]" on Windows

Summary

On a Windows server environment, the C processes, arplugin.exe, arsvcdsp.exe and slmbrsvc.exe in the armonitor.cfg are failing to start

Product

Remedy AR System Server

Component

AR System Server

Applies to

Remedy AR System Server on Windows

Problem

On a Windows server environment, the C processes in the armonitor.cfg are failing to start. The processes most common are arplugin.exe, arsvcdsp.exe and slmbrsvc.exe but any "*.exe" could be impacted.

The armonitor.log shows the following:

...................
Process [ BMC:NativePluginServer ] stopped with exit value - [ -1073741515 ].
Process [ BMC:ARDispatcher ] stopped with exit value - [ -1073741515 ]
Process [ BMC:SLMBRService ] stopped with exit value - [ -1073741515 ]
...................

Note: This has been observed after an environment was cloned and/or also after Microsoft OS patching was performed on the Server

Cause

Missing MSVCR71.dll n C:\Windows\SysWOW64\

Solution

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.

Check the following:
- Windows Event Viewer which may show an error regarding a missing dll. Most commonly the msvcr71.dll is missing but it could be others.
- You can also run the process manually from a command line.

copy the line from the armonitor.cfg, e.g. "C:\Program Files\BMC Software\ARSystem\arplugin.exe" --unicode -i "C:\Program Files\BMC Software\ARSystem" -m
Open a command line to the same directory, C:\Program Files\BMC Software\ARSystem
past in the copied line and click enter
note any errors that popup or show on the screen such as missing dll information and take corrective action
- It may take several iterations of the above actions if more than one dll or other required file is missing.

To resolve issues with missing dll's, you may need to copy the missing dll(s) from a working environment over to the affected environment. For 64bit Windows, this would be C:\Windows\SysWOW64\

Restart AR System Server and the processes should start as expected

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