Remedy - Server - Error: "FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server;{SERVER

Knowledge Article

Article Number

000272981

Old Article Number

000113946

Article Type

FAQ/Procedural

Title

Remedy - Server - Error: "FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server;{SERVER_NAME}:9999" accessing to Remedy

Summary

FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server;{SERVER_NAME}:9999

Product

Remedy AR System Server

Component

AR System

Applies to

Remedy AR System Server v9.x

Question

When accessing to Remedy the following error is displayed:
......................
Cannot establish a network connection to the AR System Plug-In server : {SERVER_NAME }: 9999 (ARERR 8760)
......................

User-added image

The arerror.log displays the following:
-----------------
...
Mon May 02 15:03:12.669 2016 TID 98 unregistering with portmapper for {IP_ADDRESS}
Mon May 02 15:03:13.074 2016 TID 98 unregistering with portmapper for .::1
Mon May 02 15:03:13.339 2016 TID 98 registering {IP_ADDRESS} with portmapper.
Mon May 02 15:03:13.792 2016 TID 98 registering ::1 with portmapper.
Mon May 02 15:03:13.792 2016 CMDB Server Starting
Mon May 02 15:03:14.041 2016 Action Request System Server Started.
Mon May 02 15:03:14.057 2016 Extension loaded: com.bmc.arsys.alertws 9.0.1.SNAPSHOT ARSYS.ALRT.WEBSERVICE
Mon May 02 15:03:14.073 2016 Extension loaded: com.bmc.arsys.serveradmin 9.0.1.SNAPSHOT REMEDY.ARDBC.SERVER.ADMINISTRATION
Mon May 02 15:03:14.073 2016 Extension loaded: com.bmc.arsys.archiveddatamanagement 9.0.1.SNAPSHOT ARSYS.ADM.FLT.API
Mon May 02 15:03:14.073 2016 Extension loaded: com.bmc.arsys.webservice2 9.0.1.SNAPSHOT ARSYS.ARF.WEBSERVICE
Mon May 02 15:03:14.073 2016 Extension loaded: com.bmc.arsys.server 9.0.1.SNAPSHOT com.bmc.arsys.produse
Mon May 02 15:03:14.088 2016 Extension loaded: com.bmc.arsys.assignmentEngine 9.0.1.SNAPSHOT BMC.ARS.ASSIGNMENTENGINE
Mon May 02 15:03:14.104 2016 Extension loaded: com.bmc.cmdb 9.0.1.SNAPSHOT bmc.cmdb.cmdbEngine
Mon May 02 15:03:20.438 2016 CMDB Server Started.
Mon May 02 16:02:49.420 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server;{SERVER_NAME}:9999
Mon May 02 17:02:49.445 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server;{SERVER_NAME}:9999
Mon May 02 18:02:49.492 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server;{SERVER_NAME}:9999
Mon May 02 19:02:49.448 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server; {SERVER_NAME}:9999
Mon May 02 20:02:49.446 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server; {SERVER_NAME}:9999
Mon May 02 21:02:49.452 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server; {SERVER_NAME}:9999
Mon May 02 22:02:51.219 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server; {SERVER_NAME}:9999
Mon May 02 23:02:55.285 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server; {SERVER_NAME}:9999
Tue May 03 00:02:59.676 2016 FTS action: INDEX_FORM_UPDATED_SINCE failed ERROR (8760): Cannot establish a network connection to the AR System Plug-In server; {SERVER_NAME}:9999
....
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Answer

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.

Troubleshooting steps

Within the application
1- Check the port set in the pluginsvr_config.xml file.
Example:
----------------
--><pluginsvr_config>
<port>9999</port>
<regPortMapper>false</regPortMapper>
<encryptionPolicy>2</encryptionPolicy>
<publicKeyAlg>4</publicKeyAlg>
<publicKeyExpiry>86400</publicKeyExpiry>
<dataEncryptionAlg>1</dataEncryptionAlg>
<dataKeyExpiry>2700</dataKeyExpiry>
...
----------------

2- Check the server name and port used for the Java Plugins in the ar.cfg/ar.conf
Example:
----------------
Server-Plugin-Alias: RMDY.ITSM.ARL RMDY.ITSM.ARL {Server_Name}:9999
Server-Plugin-Alias: ARSYS.AREA.AREALDAP ARSYS.AREA.AREALDAP {Server_Name}:9999
Server-Plugin-Alias: REMEDY.ARF.ITSMUtil REMEDY.ARF.ITSMUtil {Server_Name}:9999
Server-Plugin-Alias: ARSYS.ARF.PARSEPARAMETERS ARSYS.ARF.PARSEPARAMETERS {Server_Name}:9999
Server-Plugin-Alias: ARSYS.ARDBC.PREVIEW ARSYS.ARDBC.PREVIEW {Server_Name}:9999
Server-Plugin-Alias: RMDY.ITSM.OffsetCalculation RMDY.ITSM.OffsetCalculation {Server_Name}:9999
Server-Plugin-Alias: ARSYS.ARF.REGISTRY ARSYS.ARF.REGISTRY {Server_Name}:9999
...
----------------

3- Check and validate the Java version installed:
[Windows]
C:\Users\Administrator>java -version
    java version "1.8.0_92"
Java(TM) SE Runtime Environment (build 1.8.0_92-b14)
Java HotSpot(TM) 64-Bit Server VM (build 25.92-b14, mixed mode)
    C:\Users\Administrator>

[Linux, Unix]
    -bash-4.2# java -version
  java version "1.7.0_85"
OpenJDK Runtime Environment (rhel-2.6.1.2.el7_1-x86_64 u85-b01)
OpenJDK 64-Bit Server VM (build 24.85-b03, mixed mode)
-bash-4.2#

4- Check and make sure the correct Java version is the one used in the armonitor.cfg/armonitor.conf file.
Examples:
[Windows] - ...\BMC Software\ARSystem\Conf
"C:\Program Files\Java\jre1.8.0_92\bin\java" -Xmx512m -classpath "C:\Program Files\BMC Software\ARSystem\pluginsvr;C:\Program Files\BMC Software\ARSystem\pluginsvr\arpluginsvr91_build002.jar;C:\Program Files\BMC Software\ARSystem\approval\bin\armaskingImpl91_build002.jar;C:\Program Files\BMC Software\ARSystem\arserver\api\lib\arcmnapp91_build002.jar" com.bmc.arsys.pluginsvr.ARPluginServerMain -x {Server_Name} -i "C:\Program Files\BMC Software\ARSystem" -m

[Linux, Unix] - /etc/arsystem/{servername}
/data1/java/x64/jdk1.8.0_60/jre/bin/java -Xmx2048m -Djava.net.preferIPv4Stack=true -Djava.net.preferIPv6Addresses=false -classpath /data1/bmc/ARSystem/pluginsvr:/data1/bmc/ARSystem/pluginsvr/arpluginsvr91_build001.jar:/data1/bmc/ARSystem/approval/bin/armaskingImpl91_build001.jar:/data1/bmc/ARSystem/api/lib/arcmnapp91_build001.jar com.bmc.arsys.pluginsvr.ARPluginServerMain -x {Server_Name} -i /data1/bmc/ARSystem

In the ARS environment
1- Check the port 9999 is open and available.
Using the netstat command will help to determine this.
Example: netstat -ano >output.txt (check the output,txt file to look for the port 9999 status).

2- Check using the telnet command.
Using telnet against the ARS Server using the port 9999 will help if the connection can be done.
Example: telnet (Server_Name} 9999

3- Make sure there are no rules in the Firewall/Antivirus to reach the ARS Server and the port 9999

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