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.

Note: These steps have changed for 1805 and later versions.  Only use these steps if using 1805 or above.  For versions 9.1 through 9.1.04, use KA 000026783
 

1. Browse to the following directory: <ARSystemInstallDirectory>\pluginsvr\fts\secondary\
2. Make a backup copy of the 'log4j_pluginsvr.xml' file
3. Open the 'log4j_pluginsvr.xml' file in a text editor.
4. Search for the following entry:
       <logger name="com.bmc.arsys.plugins.ftsplugin" additivity="false">
           <level  value="warn" />
           <!-- use FTSLog as the appender for logging to the log file -->
           <appender-ref ref="PluginLog" />
       </logger>
5. Change the 'level value' from "warn" to "debug".
6. Perform the same steps to enable "debug" log level to these other sections on the file (if they exist):
   • com.bmc.arsys.server.fts.util.FTSSearchUtil
   • com.bmc.arsys.fts.impl.lucene.LuceneFTSService
   • com.bmc.arsys.fts.impl.lucene
   • If one or more of these sections is missing, add the entire section using this example:  (change the logger name as needed)

     • <logger name="com.bmc.arsys.server.fts.util.FTSSearchUtil" additivity="false">

               <level  value="debug" />

               <!-- use FTSLog as the appender for logging to the log file -->

               <appender-ref ref="PluginLog" />

           </logger>

7. Save the file
8. Restart the plugin server for the changes to be read. Suggest to use one of the 2 following methods:

• Use the AR System Server Group Console/Manage Processes  to restart the "BMC:FtsJavaPluginServer" for the correct AR host
• Restart the Remedy AR Server service, or terminate the Java process pointing to the 'fts' directory (the armonitor process will then automatically restart it) for the changes to take effect.