BMC Helix Discovery:

In the case of a Saas/Helix/ADE/ITOM instances: open a BMC Customer Support ticket and ask for a restart and detail what is expected from the restart (try to resolve an issue? check something?). Support will then decide if it needs further analysis, or if it can be escalated internally.

Discovery On Premise / ITOM On Premise:

In the case of an on premise standalone appliance or ITOM On Premise:

1- Stop/start/restart the Discovery services:

• Option 1:
  
  • For a Standalone Appliance: use the UI as documented here Shutting down restarting and maintenance mode
  • For a Cluster: use the UI as documented here Shutting down restarting and maintenance in clusters

• Option 2:
  • For a Standalone Appliance: Use tw_service_control - See this documentation tw_service_control

• • • Open an ssh session to the appliance with the tideway user
    • Execute the commands below to respectively restart, stop and start the Discovery services:

tw_service_control --restart
tw_service_control --stop
tw_service_control --start

• • For a Cluster: Use tw_cluster_control - See this tw_cluster_control

tw_cluster_control --cluster-stop-services
tw_cluster_control --cluster-start-services

• • For a cluster that is not restarting or rebooting with tw_cluster_control: use the same tw_service_control listed above and restart the members one by one

2- Stop/start/restart the cluster/omniNames/appliance services:

•  [CENTOS7/RHEL7/OL9]
  • Stop the services - The order matters:

tw_service_control --stop 
sudo systemctl stop cluster
sudo systemctl stop omniNames
sudo systemctl stop appliance

• • Start the services - The order matters:

sudo systemctl start appliance
sudo systemctl start omniNames
sudo systemctl start cluster
tw_service_control --start

• [CentOS6/RHEL6]

sudo /sbin/service tideway stop    
sudo /sbin/service cluster stop
sudo /sbin/service omniNames stop
sudo /sbin/service appliance stop 

sudo /sbin/service appliance start
sudo /sbin/service omniNames start
sudo /sbin/service cluster start
sudo /sbin/service tideway start  

3- Use the procedure documented:

• For a Standalone Appliance: in this troubleshooting guide 
• For a Cluster: in this troubleshooting guide. 

4- To reboot the appliance:

• Option 1: via the command line:
  • Open and ssh session (tideway user)
  • Execute the command below (see the demo in this video):

sudo reboot

• Option 2: Hardware level power off and power on. In the case of a vmware, an access to the vSphere/vCenter UI is required.