Service Level Management export of Service Target doesn't create an .arx file.

Knowledge Article

Article Number

000363721

Old Article Number

000158867

Article Type

Solutions to a Product Problem

Title

Service Level Management export of Service Target doesn't create an .arx file.

Summary

SLM export is not creating a .arx file.

Product

BMC Service Level Management

Component

BMC Service Level Management

Applies to

All Versions

Problem

Service Level Management export fails to create an .arx file.

Log file shows shows below errors snippet:

5:48:11 22 May 2020 Set Object IE Status to Processing at Schema SLM:ExportImportDeleteStatus
15:48:11 22 May 2020 Status - Begin exporting SLM Meta Data.
15:48:11 22 May 2020
15:48:11 22 May 2020 Get entries from SLM:Object
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:ActionsRuleEventOccurrence> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:Attach> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:ConfigAvailabilitySampling> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:ConfigPerformanceSampling> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:ConfigScheduleDialog> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:MainConsole> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:Alert> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:RuleObject> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:RuleActionAlert> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:SetValue_Assn_Temp> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:Trigger> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:Audit> rtn<2>
15:48:11 22 May 2020 Unable to retrieve schema data for form <SLM:ExportConfiguration> rtn<2>

Cause

dll (dynamic library links) files missing under C:\Windows\SysWow64\

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.

Troubleshooting Steps:

Approach 1:
1. Change Export status to Processing on Form - SLM:ExportImportDeleteStatus
Screenshot 1
2. Run export now & check if that works.
Screenshot2

Approach 2:
1. Navigate to below path in the command prompt :
C:\Program Files\BMC Software\ARSystem

Run below command and which checks if the BMC_test.arx file is creating inside the ARSystem folder.

runmacro -o BMC_Test -x localhost -a <Port Number> -U Demo -P <password> -s SLM:Association -t arx -q "('associationName' =\"Reference Form\")"

***If there is an error during the command execution about dll file, go to step 3.

2. If file gets created with above command but not creating via SLM Export utility then:

- Go to SLM: ConfigPreferences form
- Check the path for the AR Install Path and SLM Import Section. If any path defined, try to remove the path and Save configuration
Screenshot3
- Next verify the export activity again.

3. Check if the files msvcp71.dll and mfc71.dll are under C:\Windows\SysWow64\. If missing copy from working environment OR involve OS Administrator.
dll files:
Screenshot4

4. If the problem still persists, capture the Event Viewer Errors, process monitor logs OR stack trace and send it to BMC Support.

Attachment(s):