Atrium CMDB: ARERR 8753 - Error in plugin:BMC.ARDBC.ATRIUM.SERVICECONTEXT null after upgrade

Knowledge Article

Article Number

000308990

Old Article Number

000105348

Article Type

Solutions to a Product Problem

Title

Atrium CMDB: ARERR 8753 - Error in plugin:BMC.ARDBC.ATRIUM.SERVICECONTEXT null after upgrade

Summary

The customer was trying to upgrade from Atrium CMDB 8.1 to 9.1 and was receiving an error with this plugin.

Product

BMC Atrium Core - CMDB

Component

BMC Atrium Core

Applies to

This issue appears to be a common problem that can occur with any BMC AR Server upgrade that causes CMDB to have a problem with its plug-ins.

Problem

You may see this error when opening the landing console after upgrading BMC AR System Server from 8.1.02 to 9.1.00:
Error in plugin : BMC.ARDBC.ATRIUM.SERVICECONTEXT null (ARERR 8753)

After the error occurs the CMDB plugins do not load or run.

Cause

This appears to be a known issue that sometimes occurs during an AR System upgrade and has a known work-around.

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.

Disable this filter SHR:LHP:InitSvc_GetServiceContextFlag in Remedy Developer Studio before the upgrade. The filter can be re-enabled after the upgrade if needed.
However if you are using Service Context (with SRM, in the Landing console, ITSM) then you need to troubleshoot the issue so contact BMC support sending in the following.
1. Combined api/sql/filter logging taking when the issue is replicated.
2. The ar.cfg/ar.conf and the pluginsvr_config.xml from ../AtriumCore/cmdb/plugins/shared - to check that the Service Context plugin is configured correctly.
3. The AtriumPluginSvr.log - to see if there are any related errors.
3. Screenshots showing the steps to replicate the issue.

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