Remedy AR System Midtier - "Failed to add attachment" error when attaching files in attachment field

Knowledge Article

Article Number

000369428

Old Article Number

Article Type

Solutions to a Product Problem

Title

Remedy AR System Midtier - "Failed to add attachment" error when attaching files in attachment field

Summary

"Failed to add attachment" error when attaching files in attachment field.

Product

Remedy AR System Server

Component

AR System Mid Tier

Applies to

Remedy AR System Server 9.x

Problem

"Failed to add attachment" error when attaching files in attachment field.

Issue happens intermittently. Error occurs 8 out of 10 times.

Very small file sizes under 30KB can be uploaded, but larger files usually always fail.

User-added image

Cause

This is a known bug in Tomcat 9.0.31.
Source: https://bz.apache.org/bugzilla/show_bug.cgi?id=64195

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.

Check the Midtier logs and look for the following error:

<MTIER><TID: 0000000194> <CATEGORY:com.remedy.log.SERVLET > /* Fri Apr 03 2020 18:25:06.859 */ <LEVEL: WARNING > <TENANT: null > <USER: User > Caught IOException java.io.IOException: unexpected end of part

When uploading files, multipart file upload failure with "unexpected end of part" error may happen due to a known bug with Tomcat version 9.0.31.

Solution is to update Tomcat version to 9.0.33 or later.

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