How are you connecting to the Oracle Database? We had an issue when trying to connect using the Oracle SID, when we changed it to connect via the Oracle Server Name we got the upgrade prompt screen...
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, 25 April 2013 4:45 a.m. To: arslist@ARSLIST.ORG Subject: Remedy - ARS 7.6.04 SP4 Install Fails ** 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_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"