Not that specific - I think they were using a broad spectrum antibiotic
without knowing why it was sick. I just wanted it cured, not studied.
Saga begins - remember, you asked....
Last Thursday I applied patch 02 to ARS 7.1 to all components of my
near-production system by file replacement, and all seemed well. This
is a critical patch for us on mid-tier since it fixes the Logout button
hang in Safari 3.0 that leaves your session hung (and license tied up),
and requires you to force-quit Safari. It breaks the fix for the CCM
Calendar, however, which will be in patch 003 so I will have to reapply
the 7.0.01.006 *70* dlls. In fact there were more errors than usual with
the mid-tier logs when people were testing on Friday - I was in Columbus
for an OSU reunion and fighting a Kinetic Request problem remotely, and
did not see them. These are from Thursday:
Feb 28, 2008 6:01:23 PM - SEVERE (com.remedy.log) : BMC Remedy Mid Tier
version 7.1.00 Patch 002 200801270500
Feb 28, 2008 6:01:23 PM - SEVERE (com.remedy.log.SESSION) : Login:
Failed to load an admin login
Feb 28, 2008 6:01:23 PM - SEVERE (com.remedy.log.SESSION) : Login:
Failed to load an admin login
Feb 28, 2008 6:01:33 PM - WARNING (com.remedy.log.PERFORMANCE) : Failed
to prefetch
server:itsm7.ars.unt.edu||username:cestrauss||locale:en_US||timezone:nul
l Throw Error - 9280ARERR [9280] Server not present in the configured
servers list - itsm7.ars.unt.edu
Feb 28, 2008 6:01:33 PM - WARNING (com.remedy.log.PERFORMANCE) : Failed
to prefetch
server:itsm7.ars.unt.edu||username:appadmin||locale:en_US||timezone:null
Throw Error - 9280ARERR [9280] Server not present in the configured
servers list - itsm7.ars.unt.edu
In fact, after restarting the mid-tier following the by-file patch
application, it dumped parts of its configuration even though I thought
I had combined entries in the config.properties file properly - which
are laid out VERY differently, by the way.
I used the mid-tier Monday morning and saw no obvious problems. Then I
installed patch 02 to my test system (clone of pre-production db) using
installers, then CMDB patch 02, saw no obvious problems, and installed
CMDB 2.1.00.002 on the pre-production box. Part of that install is to
restart mid-tier since it updates the CI Viewer. Mid-tier started
throwing errors immediately, and was even trying to write its logs in
the wrong Program Files\AR System directory (should be Program Files
(x86)), and when I tried to log in to the home page I got a core dump of
text:
HTTP Status 500 -
------------------------------------------------------------------------
--------
type Exception report
message
description The server encountered an internal error () that prevented
it from fulfilling this request.
exception
javax.servlet.ServletException: Servlet execution threw an exception
root cause
java.lang.NoClassDefFoundError
com.remedy.arsys.goat.preferences.ARUserPreferences.getEnumValue(Unknown
Source)
com.remedy.arsys.goat.preferences.ARUserPreferences.setPreferenceValue(U
nknown Source)
com.remedy.arsys.goat.preferences.ARUserPreferences.clearAndLoadDefaultF
ields(Unknown Source)
com.remedy.arsys.goat.preferences.ARUserPreferences.loadFromServer(Unkno
wn Source)
com.remedy.arsys.goat.preferences.ARUserPreferences.addConfiguredPrefere
nces(Unknown Source)
com.remedy.arsys.goat.preferences.ARUserPreferences.<init>(Unknown
Source)
com.remedy.arsys.goat.preferences.ARUserPreferences.getUserPreferences(U
nknown Source)
com.remedy.arsys.stubs.SessionData.<init>(Unknown Source)
com.remedy.arsys.stubs.SessionData.<init>(Unknown Source)
com.remedy.arsys.session.Login.initSessions(Unknown Source)
com.remedy.arsys.session.Login.establishSession(Unknown Source)
com.remedy.arsys.session.Login.establishSession(Unknown Source)
com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source)
com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
javax.servlet.http.HttpServlet.service(HttpServlet.java:802)
note The full stack trace of the root cause is available in the Apache
Tomcat/5.5.17 logs.
---------------------------------------
That night I uninstalled mid-tier and tomcat and installed them again
with the default tomcat bundled in 7.1 patch 2 (5.5.17), which still
insists on installing incorrectly in the \Program Files\ directory, not
(x86). It ran, but after a reboot and new prefetch it crashed and the
tomcat server had to be restarted manually to settle it down. It
continued to throw errors of:
- Servlet.service() for servlet HomeServlet threw exception
java.lang.NoClassDefFoundError
I shipped out all of the tomcat and mid-tier logs to BMC, they did a
webex Tuesday morning, and decided that the 5.5.17 tomcat was the
probable source of the problems. They were happy with the Java I had
installed - 1.5.0_14, but decided that the older tomcat was not. It
made sense to me - I seldom see java apps run correctly on anything but
the exact same version and release that they were built on.
Performance on the 5.5.26 tomcat with the Patch 2 mid-tier is
outstanding - the "new" twist is that in the stdout logs you get a
steady litany of forms, menus, and other Remedy "litter" that are no
longer on the system, don't have the right permissions, etc., that you
did not get before - the "dirt" in ITSM 7 that is also preventing us
from doing complete search database syncs in the admin tool. Here are
some examples:
ARERR [8804] The specified container does not exist :
INT:SIMSLM:ConfigDataSource:ServImpSetAllFieldsToReadOnlyGuide
ERROR (8804): The specified container does not exist; SCRSRM:REQ:Start
The RKM console even threw a no permission to form error that had to be
resolved by adding permissions to AR System Application State and two of
its fields. No more java errors or core dumps or crashes, however, but
the certificate handling changed (again) to APR (whatever that is,
according to support), and I will have to start over on getting SSL
going.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, March 05, 2008 6:53 AM
To: [email protected]
Subject: Re: Implementing SSL on Tomcat on Windows servers
Christopher,
"Today support had me install 5.5.26 to solve some problems with the
7.1.00.002 mid-tier, "
Can you be more specific about what was fixed by this combination of
versions?
(any ARS Bug ID's that you can point me at?)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
On Tue, Mar 4, 2008 at 8:50 PM, strauss <[EMAIL PROTECTED]>
wrote:
> GeoTrust finally came up with a kb article just last week that solves
> the problem where you have a certificate for your IIS server but want
> to run mid-tier on tomcat/catalina instead of IIS, and need to move
> the certificate over. This may help some of you, too.
>
>
> https://knowledge.geotrust.com/support/knowledge-base/index?page=conte
> nt
> &id=S:SO8019&actp=search&searchid=1204671504729
>
> Now if I could just figure out how to get tomcat 5.5.26 to recognize
> the code block where you turn on SSL in the config.xml file - it
> works in
> 5.5.17 and 5.5.20, but not .26. Today support had me install 5.5.26
> to solve some problems with the 7.1.00.002 mid-tier, and the only
> thing that didn't get better was the ability to implement SSL. This
> code block works on 5.5.17 and 5.5.20 but not 5.5.26. Huh??
>
> <Connector port="8443" maxHttpHeaderSize="8192"
> maxThreads="150" minSpareThreads="25"
> maxSpareThreads="75"
> enableLookups="false" disableUploadTimeout="true"
> acceptCount="100" scheme="https" secure="true"
> clientAuth="false" sslProtocol="TLS"
> keystoreFile="C:\certfile.pfx"
> keystorePass="password" keystoreType="PKCS12" />
>
> After activating the 8443 port with this (or a faked certificate like
> Will sent me instructions for), I can access http://localhost:8443/
> but not https://localhost:8443/ - the browser times out on the
> latter. One step forward, two steps back!
>
> Any great ideas out there??
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center http://itsm.unt.edu/
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