9.0 ARServer Service is not Starting.

Knowledge Article

Article Number

000298716

Old Article Number

000093546

Article Type

Solutions to a Product Problem

Title

9.0 ARServer Service is not Starting.

Summary

9.0 ARServer Service is not Starting.

Product

BMC Helix IT Service Management OnPrem

Component

Applies to

BMC Remedy IT Service Management Suite

Problem

ARS 9.0 is not Starting.

SQL 2012
Windows 2012

LP: BMC Remedy IT Service Management Suite 9.0.00
DR: AR System Server 9.0.00

Issue Summary: AR Server will not start the service

Cause

Solution

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.

Legacy ID:KA428204

After ARserver service restart memory is increasing however it is increasing very slowly and after 1 hour it shows below error.

In Arerror.log ARServer Service started at 15:04:15 and after 1 hour (16:03:58.691) it shows Application context refresh failed error.

Mon Jul 06 15:04:15.760 2015 Action Request System(R) Server (x64) Version 9.0.00 201504180718 (c) Copyright 1991-2015 BMC Software, Inc.
Mon Jul 06 15:04:22.505 2015 Mon Jul 06 15:04:22.505 2015 Loading AR System objects information...

Mon Jul 06 16:03:58.691 2015 Application context refresh failed (OsgiBundleXmlApplicationContext(bundle=com.bmc.arsys.assignmentEngine, config=bundleentry://171.fwk685351105/OSGI-INF/blueprint/application_context.xml))
Mon Jul 06 16:03:58.716 2015 Unable to create application context for [com.bmc.arsys.assignmentEngine], unsatisfied dependencies: Dependency on [(objectClass=com.bmc.arsys.services.v1.platform.ParseFormatter)] (from bean [&parseFormatService]), Dependency on [(objectClass=com.bmc.arsys.services.v1.platform.Log)] (from bean [&log]), Dependency on [(objectClass=com.bmc.arsys.services.v1.platform.Evaluator)] (from bean [&evaluationService]), Dependency on [(objectClass=com.bmc.arsys.services.v1.platform.Api)] (from bean [&api])
Mon Jul 06 17:17:58.392 2015 Failed to initialize Association Repository

Troubleshooting steps which we need to perform:----

a) Confirm which Java Version they have installed and it is mentioned correctly in arserver.config file which is present in ( ARServer Installation Directory).

For example in arserver.config Java 7 path is mentioned then try providing other 64 bit Java path for example Java 8.

# JVM search paths (number indicates search order)
jvm.search.path.1=FILE_SYSTEM=C:\Program Files\Java\jre7\bin
jvm.search.path.2=RELATIVE_TO_SELF=..
jvm.search.path.3=ENVIRONMENT_VARIABLE=BMC_AR_SYSTEM_HOME
jvm.search.path.4=ENVIRONMENT_VARIABLE=JAVA_HOME
jvm.search.path.5=ENVIRONMENT_VARIABLE=JDK_HOME
jvm.search.path.6=ENVIRONMENT_VARIABLE=JRE_HOME
jvm.search.path.7=PATH
jvm.search.path.8=WINDOWS_REGISTRY

To

# JVM search paths (number indicates search order)
jvm.search.path.1=FILE_SYSTEM=C:\Program Files\Java\jre1.8.0_45\bin
#jvm.search.path.2=RELATIVE_TO_SELF=..
#jvm.search.path.3=ENVIRONMENT_VARIABLE=BMC_AR_SYSTEM_HOME
#jvm.search.path.4=ENVIRONMENT_VARIABLE=JAVA_HOME
#jvm.search.path.5=ENVIRONMENT_VARIABLE=JDK_HOME
#jvm.search.path.6=ENVIRONMENT_VARIABLE=JRE_HOME
#jvm.search.path.7=PATH
#jvm.search.path.8=WINDOWS_REGISTRY

B) After making above changes delete all files present under bundle-cache folder. The default location is C:\Program Files\BMC Software\ARSystem\bundle-cache

Then Start ARServer service and check if memory utilization if java.exe for arserver.

In this case After providing Java8 path ARserver service was started successfully.

So issue is with Java. In this case we have uninstall all java and install only Java 7 and it fixed the problem after pointing Java 7 path in arserver.config file.