Re: Remedy - ARS 7.6.04 SP4 Install Fails

[tboot...@objectpath.com]

**

Idea:

Came across 7.6.04 installation issues when there is a "space" in the directory structure naming.  Can't recall if this is a Linux only issue or if it related to Windows as well.

 

But, worth a try.

 

Terry

 

on Apr 24, 2013, Sanford, Claire <claire.sanf...@memorialhermann.org> wrote:

**

Trying to go from:

 

ITSM 7.6.04 SP2

ARS 7.6.04 SP3

Oracle 11.2.0.3.0 - 64bit DEV

Win 2008 VMServer

 

To

 

ITSM 7.6.04 SP4

ARS 7.6.04 SP4

Oracle 11.2.0.3.0 - 64bit DEV

Win 2008 VMServer

 

 

I am trying to install ARS 7.6.04 SP4  It never asks if I am upgrading.  The system bombs out at the very end.  It tells me that the database information is incorrect.  I looked in the BMC KB and all I could find there was that my server name was too long!

 

FQDN - xxRemedy7txxxxx.xx.org

Alias -  xxRemedy7txxxxx.xx

 

I used the standard xx#xxxxx#  password.

 

Any ideas?

 

BMC KB Solution:  

You need to have the short server name for the Server Name field during the SP4 installer.

 

Database access errors are another possible cause, check the install log for messages such as:

{Description=[Failed to check database connection,DB server],Detail=[ORA-01017: invalid username/password; logon denied]}

 

The database error is likely the password is incorrect and it is recommended to type the password even if you see the password field already populated.

 

 

Error Messages at the end of  the install:

1)  LOG EVENT {Description=[[SQLERROR] [DESCRIPTION] Failed to get database connection],Detail=[[SQLERRORCODE]=1017 [SQLMESSAGE]=ORA-01017: invalid username/password; logon denied]} 

 

 

2) THROWABLE EVENT {Description=[Failed to execute prepareConnection],Detail=[Failed to prepare db connection

                ERROR CODE=1017

                MESSAGE=ORA-01017: invalid username/password; logon denied

                SQL STATE=72000]}

 

Throwable=[java.sql.SQLException: ORA-01017: invalid username/password; logon denied

oracle.jdbc.driver.SQLStateMapping.newSQLException(SQLStateMapping.java:119)

oracle.jdbc.driver.DatabaseError.newSQLException(DatabaseError.java:115)

oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:221)

oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:467)

oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:409)

oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:401)

oracle.jdbc.driver.T4CTTIoauthenticate.receiveOauth(T4CTTIoauthenticate.java:852)

oracle.jdbc.driver.T4CConnection.logon(T4CConnection.java:427)

oracle.jdbc.driver.PhysicalConnection.<init>(PhysicalConnection.java:493)

oracle.jdbc.driver.T4CConnection.<init>(T4CConnection.java:198)

oracle.jdbc.driver.T4CDriverExtension.getConnection(T4CDriverExtension.java:29)

oracle.jdbc.driver.OracleDriver.connect(OracleDriver.java:502)

java.sql.DriverManager.getConnection(Unknown Source)

java.sql.DriverManager.getConnection(Unknown Source)

com.bmc.install.utility.jdbc.impl.OracleDatabaseHelperImpl.getConnection(OracleDatabaseHelperImpl.java:74)

com.bmc.install.utility.jdbc.DatabaseHelper.getConnection(DatabaseHelper.java:247)

com.bmc.install.utility.jdbc.DatabaseHelper.getConnection(DatabaseHelper.java:210)

com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageDatabaseBusinessTask.prepareConnection(ARServerManageDatabaseBusinessTask.java:595)

com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageDatabaseBusinessTask.processDBVendorTablesSqlFile(ARServerManageDatabaseBusinessTask.java:773)

com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageDatabaseBusinessTask.execute(ARServerManageDatabaseBusinessTask.java:101)

com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)

java.lang.Thread.run(Unknown Source)]

 

 

3)  LOG EVENT {Description=[AR System Server  failed],Detail=[featureARServer]}

_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_