Re: Helpdesk 6.0 Installation Failing at 87%

Wed, 03 May 2006 14:25:18 -0700

**

Sam:

 

Although this may not look like it is needed, install CMDB 1.1 FIRST.  Then install Patch 002, then install HD.

 

James McKenzie

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sam Ferguson
Sent: Wednesday, May 03, 2006 2:15 PM
To: [email protected]
Subject: Helpdesk 6.0 Installation Failing at 87%

 

Hi List,

 

I am having an issue with the clean (not upgrade) installation of Helpdesk 6.0 on ARS 6.03 Patch016, Oracle 9, Solaris 9.  This is the second time of installing helpdesk and for the second time the helpdesk install has gotten to 87% and is showing no further activity.  AR system has almost no activity and the installation process has no activity, there are no further entries in the helpdesk logs since 11:23am.

 

The last entry’s from the RemedyHelpDesk.log:

[Wed May  3 11:23:17.425] DefnImport- **** Percent complete **** 87

[Wed May  3 11:23:17.425] DefnImport- Begin import file /opt/ar/itsm/helpdesk/en/workflow/./attach_RSHR_Remedy_Management2.def, mode 0x3, mask 0x0

[Wed May  3 11:23:17.425] ConvertFile- Successfully removed /opt/ar/itsm/helpdesk/en/workflow/./attach_RSHR_Remedy_Management2.migrator

[Wed May  3 11:23:17.487] ConvertFile- File conversion succeeded

[Wed May  3 11:23:17.487] ImportFileNode- Beginning import in formattach mode

[Wed May  3 11:23:17.506] CMyMig-onThreadStatus- Migration thread  started

[Wed May  3 11:23:18.6] CMyMig-onMigrationStatus- Migration process started for object attach_RSHR_Remedy_Management2 to irkdcrem01 at 05/03/06 12:23:17

 

The active links loaded from attach_RSHR_Remedy_Management2.def and attached to forms have been imported but there is no indication of anything happening after that.

 

The ARerror.log shows the following:

Wed May  3 11:28:21 2006  Dispatch : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR - 93

Wed May  3 11:31:21 2006  Dispatch : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR - 93

Wed May  3 11:34:00 2006  CMDB : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR - 93

Wed May  3 11:34:00 2006  CMDB : Name parameter (or name field in a parameter) is empty ()  ARERR - 102

Wed May  3 11:34:21 2006  Dispatch : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR - 93

Wed May  3 11:35:04 2006  Reconciliation : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500)

Wed May  3 11:35:04 2006     6

Wed May  3 11:35:04 2006  Reconciliation : AR System Application server restarting (ARAPPERR 4503)

Wed May  3 11:37:21 2006  Dispatch : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR - 93

Wed May  3 11:38:00 2006  CMDB : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR - 93

Wed May  3 11:38:00 2006  CMDB : Name parameter (or name field in a parameter) is empty ()  ARERR - 102

Wed May  3 11:40:21 2006  Dispatch : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR - 93

Wed May  3 11:43:21 2006  Dispatch : Timeout during data retrieval due to busy server -- retry the operation (irkdcrem01)  ARERR – 93

 

This suggests that something has happened to prevent dispatch or CMDB from connecting to the AR System, however I am able to log in via the user tool and admin tool without any issues, so ARS is still responding and it shows as a running process.

 

The armonitor.log shows a process dieing however I am not sure what it is or what is causing it, I already have a call with Remedy on this one:

Wed May  3 11:39:29 2006   (ARNOTE 0)

Wed May  3 11:39:29 2006     Server (pid:29789) died with 65280.

 

From looking through the installation files I have found an XML file cdf_helpdesk.xml which seems to dictate the order of the installation of def and arx files.  The last entry in this file under the definition file import section is <pl Mode="formattach">attach_RSHR_Remedy_Management2.def</pl>, after that it moves onto .arx files.  However no arx files have been imported from that listed in the XML file.

 

The error from armonitor.log indicating the server died with 65280 is also reported when installing CMDB 1.1 Patch002.  This has prevented the installation of this patch.

 

My server is unlicensed, so I have just gotten a temp license and will try the installation again, although I am not convinced that this will allow the installation to get past 87%.

 

Has anyone seen anything like this before or have any ideas as to what could be the cause of the installation to hang?

 

Thanks

Sam

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