HP Business Availability Center

for the Windows and Solaris operating systems

Software Version: 8.02

Business Process Insight Problem Solving

This guide is not being updated for Business Process Insight, from version 8.02 and later.

Document Release Date: June 2009

Software Release Date: June 2009
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2
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4
Contents

1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Contacting HP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Tools for Problem Solving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Using the Integrity Checker for Problem Solving. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Running the Integrity Checker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Integrity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Problem Areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2 Problems Installing and Removing BPI Components . . . . . . . . . . . . . . . . . . . . . . . . . . 17

BPI Server Installation Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Error Creating Microsoft SQL Server Database on Installation . . . . . . . . . . . . . . . . . 19
Recovering a Failed Installation During Database Creation Phase . . . . . . . . . . . . . . 20
Database User Permission and Quota Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Licensing Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Failed to Update License Registry Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
License Errors Reported From BPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Error Creating Database for Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

3 Problems Starting and Stopping Your BPI Components . . . . . . . . . . . . . . . . . . . . . . . 25

BPI Administration Console Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
BPI Server Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Port Number Clash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Corrupt or Missing Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Cannot Connect to Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Integrity Checker Fails to Run . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Problems Stopping the Business Event Handler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Problems Stopping the Business Impact Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

5
4 Problems with Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
BPI Server Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Incorrectly Configured Database Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Optimizing Use of Your Oracle Database Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Redo Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Database Table and Index Partitioning in Oracle . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Build Up of Process and Monitor Instances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Excessive Numbers of Notifications Generated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Modeler Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

5 Problems Using the Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

BPI Administration Console Fails to Open . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Administration Console Start and Stop Commands Do Not Appear to Be Working . . . . 39
Changes Made to Configurations Not Having Expected Effect. . . . . . . . . . . . . . . . . . . . . 40
Administration Console Fails When Trying to Start or Stop Components. . . . . . . . . . . . 41
Server Components Fail to Start and Do Not Write Log File Entries . . . . . . . . . . . . . . . 42

6 Problems Using the BPI Clients and BPI Application . . . . . . . . . . . . . . . . . . . . . . . . . . 45

BPI Application Fails to Show Custom Annotations for Process Diagrams . . . . . . . . . . . 46
Invalid KPI Objectives. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Cannot Access BPI Application Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Modeler Unable to Link a CI to a Process Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Problems Deploying a Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Code Too Large . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Compilation Errors for Data Definition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Problems Importing a Definition in the Modeler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Problems Using the Business Process Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
No Data Available for Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Annotations Not Displayed as Expected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Settings in annotations.xml File Have No Effect. . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Step Images are Red Boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Character Set Encoding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Problems With the Notification Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Velocity Template Not Recognized by BPI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Problems with Email Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

6
7 Problems When Creating Data in the BPI Database. . . . . . . . . . . . . . . . . . . . . . . . . . 59
Tablespace Error - Out of Space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Invalid Value Reported in BIE Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

8 Problems with Processes and Business Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Diagnosing Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Processes Completing with One or More Steps Still Active . . . . . . . . . . . . . . . . . . . . . . . 65
Processes Not Progressing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Data Instance Deleted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Business Events Not Processed as Expected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Oracle Cursor Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Event Adaptor Property Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Events Not Received by Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Business Events Not Progressing Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Errors Reporting that Process and Data Instances Do Not Exist. . . . . . . . . . . . . . . . . . . 72

9 Problems with BPI Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Modeler Error When Synchronizing with UCMDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

10 Problems with openadaptor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

openadaptor HAT Security Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

11 Files and System Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Excessive Disk Space Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Missing Files and Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Checksum Errors in Integrity Checker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Firewalls and BPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Regional Settings for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Displaying Asia Pacific Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
BPI Web-Based Clients. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
BPI Modeler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

7
12 Logging Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
BPI Server Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
BPI Modeler Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
openadaptor Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
BPI Service Wrapper Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Logging Properties Structure and Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

8
1 Introduction

This chapter introduces the topics covered in this guide and provides
information about how to contact HP if you are unable to resolve the problem.
The chapter also describes the tools that are available to you to help identify
and resolve problems, which are described in this guide.
The following topics are covered in this chapter:
• Contacting HP on page 10
• Tools for Problem Solving on page 10
• Problem Areas on page 15

9
 Contacting HP
If you cannot find a solution to your problem, contact your local support
representative, or visit the HP BTO Software Website at:
www.hp.com/go/hpsoftwaresupport
From this site you can find contact information and details about the
products, services, and support that HP Software offers.
Make sure that you have read the BPI Release Notes, which are located on
your distribution media. The Release Notes contain information about any
restrictions that might impact your BPI system, and also related products
where these have an impact on BPI.
Deploying Business Process Insight lists the information that you are advised
to collate for, and submit with, your support call.

Tools for Problem Solving

The following BPI components can be used for identifying problems, and in
some cases can be used to resolve problems:
• BPI Administration Console
The BPI Administration Console presents the parameters that you can
modify to change some of the configuration for your BPI system. Using
Business Process Insight describes these parameters; however, you should
change the parameter values only when requested to do so, or as the
result of a change in your configuration.
Using the BPI Administration Console, you can view BPI component log
files and temporarily change the level of detail logged by one or all BPI
components. Changing the level of detail enables you to obtain more
information about the problem; however, you should set the level of detail
on a temporary basis only, as the log files consume a large amount of disk
space.

10 Chapter 1
 • Intervention
Use the Intervention pages to delete instances and definitions within your
BPI system. The Intervention pages can also be used to make
modifications to instances. Using Business Process Insight describes using
the Intervention pages in more detail.
• Engine and Monitor Instance Cleaner parameters
Use these parameters to manage the amount of completed and active
process data that is stored in the database. You can archive this data to
another location if you want to preserve it. Using Business Process Insight
provides details of how to do this.
• Integrity Checker
Use the Integrity Checker to check that your BPI system is installed
correctly. For example, you can check that the J2SE version is correct. See
Using the Integrity Checker for Problem Solving on page 12 for details
about how to use the Integrity Checker.
• Process Repository Explorer
Use the Process Repository Explorer to view the contents of the Process
Repository. You can view all elements of your definitions on one page. You
can also print your business Process definitions. This overview of your
business process definitions, including progression rules, is very helpful
when trying to identify problems with your Business Processes.
• Log Files
Errors and warnings related to the BPI system are written to the log files.
These log files can then be viewed through the BPI Administration
Console. Chapter 12, Logging Problems describes the format of the log
files.
• Database tools
You can use the database tools provided with your database server to view
the BPI database tables and their content.
• Contributed tool, Adaptor Console
Contributed tools are not part of the supported product, but are included
since you might find them useful for isolating and identifying problems.
You can use the contributed tool, Adaptor Console, to monitor your Event
adaptors from a central location.

Introduction 11
 The Adaptor Console is located on the distribution media under the
following directory:
bpi-install-dir\contrib\openadaptorConsole
openadaptor provides the ability for an adaptor to be controlled remotely
using the Adaptor Console. There is a contributed component called the
JSP Adaptor Console to help monitor and control your adaptors.
See the readme file located in the same directory as the Adaptor Console
for instructions on using the Adaptor Console. Also see the disclaimer text
in the contrib directory for details of the terms of use for contributed
components.

Using the Integrity Checker for Problem Solving

All the BPI components produce log files that you can use to identify problems
within your BPI system; however, these log files do not detect changes to the
characteristics and file permissions of the BPI files and directories, nor do
they inform you of missing files. The Integrity Checker utility is designed to
check for problems that cannot be detected by the logging and tracing
mechanisms.
The Integrity Checker:
• generates the files required as the benchmark for a future integrity check.
These files are created as part of the installation process and are tailored
to each installation type. These files enable the Integrity Checker to be
used to validate that all the installation files exist, are in the correct
location, have the correct file permissions set and are complete.
• uses the BPI configuration files to detail the current BPI configuration,
when required. For example, the Integrity Checker can:
— Confirm port numbers that are currently configured for use
— Validate that all the database objects required by BPI have been
created successfully; for example, functions, indexes and tables.
• makes available the version numbers of all the BPI component JAR files
(from the implementation version field from within the file). This does not
include the third-party JAR files.
• checks that BPI can connect to its database, and that all the database
tables exist.

12 Chapter 1
 Running the Integrity Checker
If the log and tracing files seem to be providing misleading information, or you
want to check the status of your BPI system for other reasons, you can run the
Integrity Checker as follows:
1. On the machine where you have installed the BPI Server, change
directory to:
bpi-install-dir\lbin\bia
2. Execute the following file:
integritychecker.bat
3. Examine the contents of the report file generated by the Integrity
Checker. This file is located as follows:
bpi-install-dir\data\log
The file name is in the form integrity_report_systemtime and has a
.TXT file extension. systemtime is the system time, which makes the file
name unique.
Errors generated by the Integrity Checker, if it fails to run, are written to
stderr.
Check the errors in the log file generated by the Integrity Checker and then
find the problem statement in this chapter and follow the instructions to
recover from the error.

Integrity Report
The Integrity Checker creates a log file, which reports on information about
the status of the BPI system and configuration. The Integrity Checker reports
on:
• files that have incorrect checksums
Following a new installation, the Integrity Checker calculates a checksum
value for all the files installed. When you run the Integrity Checker, it
re-evaluates these checksums and reports the files where the checksums
are different.

Introduction 13
 There might be valid reasons why the checksums have changed, in which
case you can ignore the problem, for example, you might have modified
the content of one or more files. However, if you do not know why the
checksum is different, refer to Chapter 11, Files and System Problems.
• master configuration properties
The configuration options presented through the BPI Administration
Console are held in a file called masterconfig.properties. The property
values in this file are the properties currently being used by the BPI
system. The Integrity Checker reports on the current values being used by
BPI, so you can confirm that the values are as you expect.
If the values are not as you expect, you need to modify them using the BPI
Administration Console.
If masterconfig.properties has been deleted, the Integrity Checker
returns an error on the command line.
• installed jar files
BPI has a number of jar files and the Integrity Checker reports on the
implementation version of these files. This implementation version shows
whether or not patches have been applied to BPI.
• port numbers
All BPI port numbers must be between 0 and 65535. The Integrity
Checker reports on the port numbers and informs you if any are out of this
range.
If the Integrity Checker reports that the port numbers are not valid, you
need to change them as described in “Modifying BPI Port Numbers” in
Using Business Process Insight.

14 Chapter 1
 Problem Areas
Specific problem areas are described in the following chapters of this guide:
— Chapter 2, Problems Installing and Removing BPI Components.
— Chapter 3, Problems Starting and Stopping Your BPI Components
— Chapter 6, Problems Using the BPI Clients and BPI Application
— Chapter 4, Problems with Performance
— Chapter 5, Problems Using the Administration Console
— Chapter 8, Problems with Processes and Business Events
— Chapter 9, Problems with BPI Integrations
— Chapter 10, Problems with openadaptor
— Chapter 7, Problems When Creating Data in the BPI Database
— Chapter 11, Files and System Problems
— Chapter 12, Logging Problems — use the log files and trace files to
identify problems with the BPI system.

Introduction 15
16 Chapter 1
2 Problems Installing and Removing BPI
Components

This chapter describes problems that you might encounter when installing
BPI components. The chapter covers the following topics:
• BPI Server Installation Problems on page 18.
• Licensing Problems on page 22
• Error Creating Database for Microsoft SQL Server on page 24
If the problem you are experiencing is not covered in this chapter, use the
Integrity Checker to analyze your system. It might be that you have the
incorrect version of a prerequisite component, for example, the J2SE. The
Integrity Checker also reports on missing files, which can cause an
installation failure. Using the Integrity Checker is described in section Using
the Integrity Checker for Problem Solving on page 12.

17
 BPI Server Installation Problems
The following sections describe problems that can occur during the BPI
Server, or Server and Modeler installation.
• Error creating SQL Server Database during installation; see section Error
Creating Microsoft SQL Server Database on Installation on page 19.
• Installation fails during database creation; see section Recovering a
Failed Installation During Database Creation Phase on page 20.
• Unexpected behavior when installing on machines where the language
settings are not English; see Regional Settings for Windows on page 84.
• Database connection problems as follows:
— Port number inconsistencies
Check that the port number that you quoted for the database during
the installation process is correct. If it is not, re-run the installation
with the correct port number.
You also need to check that Microsoft SQL Server is configured to use
static and not dynamic port numbers; see “Microsoft SQL Server
Database Configuration” in the Business Process Insight Deployment
Guide for more details.
— Database not started
It is possible that the database server has been shut down for some
reason. Check with your database administrator, and if the database
is not running, ask them to restart it.
— BPI database user permission problems, which mean the BPI
database tables cannot be created at installation; see section
Database User Permission and Quota Errors on page 21.
— BPI database user quota problems when using an Oracle Server.
Quota problems prevent database tables being created at installation;
see section Database User Permission and Quota Errors on page 21.

18 Chapter 2
 — Database login problems, where you have entered incorrect
credentials for a BPI database user or for the user that has privileges
to create other users, or you have not adhered to the password policies
required by Microsoft SQL Server.
— Network problems, in cases where the BPI Server is connecting to a
database that is installed on a different machine.
• Database setup problems as follows:
— Problems creating the BPI database tables.
If you have previously installed and removed the BPI Server from the
machine that is exhibiting the problem, and you opted to keep the BPI
database, you cannot reinstall BPI until you have cleared out the
existing database tables. You need to delete the existing data from the
database, or move it, in order to reinstall BPI.
Alternatively, this could be due to database user permission or quota
problems; see section Database User Permission and Quota Errors on
page 21.
— Database tables from a previous Microsoft SQL Server installation
not deleted or not deleted cleanly; see section Error Creating Microsoft
SQL Server Database on Installation on page 19.
You can also find additional information about database problems that
you can experience in Chapter 7, Problems When Creating Data in the
BPI Database.

Error Creating Microsoft SQL Server Database on Installation

If you receive an error message indicating that the installation is unable to
create the database because hpbpiSchema.mdf files are still present, it might
be due to the SQL Server having an inconsistent view of BPI database files.
If you have removed BPI and selected to delete the database tables, there
might be BPI-related database files still present on your machine that need to
be removed before you can continue.
You see this problem only if you have previously installed, and subsequently
removed BPI from the machine where you are attempting to reinstall.

Problems Installing and Removing BPI Components 19

 If the BPI installation reports that .mdf files are still present do the following:
1. Use SQL Server Enterprise Manager to check if the BPI database exists.
If the database exists within Enterprise Manager, you do not have a
problem with inconsistencies.
If the database does not exist within Enterprise Manager, you might have
a problem with .mdf files that cannot be used.
2. Check whether the hpbpiSchema.mdf and the hpbpiSchema_log.LDF
files are present. hpbpiSchema is the default name given to the BPI
database during installation. By default, these files are located at:
sql-server-install\MSSQL\Data
where sql-server-install is the installation directory for Microsoft
SQL Server.
If the files exist, and the database file is not present within Enterprise
Manager, your SQL Server installation has an inconsistent view of
whether the BPI database is present or not, which needs to be corrected.
3. Delete the .mdf files relating to BPI and restart the installation.

You need to stop and restart the Microsoft SQL Server database services
in order to delete these files as SQL Server locks the files, and therefore
prevents you from deleting them.

If this is does not solve your problem, there could be database files left from a
previous installation of BPI. These database files cannot be used and need to
be moved or deleted and the installation can then be restarted; see also
Recovering a Failed Installation During Database Creation Phase on page 20.

Recovering a Failed Installation During Database Creation Phase

If your BPI installation fails during the database creation phase, you need to
resolve the problem that caused the failure and then restart the installation.
An example of why the database creation phase of the installation might fail
is because there is insufficient disk space for the installation.
If you are installing BPI for the first time, when you have resolved the
problem, you can restart the installation. The installer asks whether you want
to delete and recreate all the database functions (tables, stored procedures
and so on) and then completes the installation.

20 Chapter 2
 If you are upgrading from a previous version of BPI, when you have resolved
the problem, you can restart the upgrade. The upgrade procedure works out
how much of the database migration process is still to be completed and
continues with the migration from the point where the failure occurred.

Database User Permission and Quota Errors

If you have created the database user manually rather than through the BPI
installation procedure, it is possible that the user does not have sufficient
privileges or quota to create the BPI database tables.
Check the following log file to make sure that the database tables have all
been created correctly:
bpi-install-dir\HP_Business_Process_Insight_DbSetupLog.log
This file is created when there are errors to report after BPI has made a
successful connection to the database. If there are errors reported in the file,
you need to investigate them and make any necessary corrections. You must
then reinstall BPI and the installer continues as described in section
Recovering a Failed Installation During Database Creation Phase on page 20.
The Business Process Insight Deployment Guide describes the permissions
required for the database user for both Microsoft SQL Server and for Oracle
Server, and the quotas required for the database user for the Oracle Server.

Problems Installing and Removing BPI Components 21

 Licensing Problems
The following are licensing problems that you might experience with BPI:
• Failed to Update License Registry Settings on page 22
• License Errors Reported From BPI on page 22

Failed to Update License Registry Settings

If the BPI installation is unable to proceed, or fails, with an error similar to
the following, it is due to a problem with the License Manager (HP Autopass):
Licensing Install Failure - Failed to update Licensing
Registry Settings
The License Manager software is installed with HP BTO Software products,
including BPI.
This error could be due to an incomplete, or a corrupt, installation. The
problem with the Licensing Manager must be resolved before the BPI
installation can continue.
Contact your support organization as described in section Support on page 4
to identify the problems with the License Manager installation.

License Errors Reported From BPI

If you are receiving errors such as the following, it could be because you have
not used the correct information when requesting your license key:
From the Administration Console, you receive an error stating that your
temporary license for HP Business Process Insight has expired.
BPI uses a Nodelocked license based on the short hostname (not the
fully-qualified hostname) of the machine where the BPI Server is installed.
You must supply a short hostname for the machine where you intend to run
BPI when completing your license request form.

22 Chapter 2
 You can obtain the short hostname using the following command from a
Windows Command Prompt:
hostname

Do not supply an IP Address when applying for your license key as you will
not be able to use the generated password to unlock your BPI installation.

The following is an example of a short host name:

server1
The following is an example of a fully-qualified hostname:
server1.hp.com
The following is an example of an IP Address:
11.22.33.44
If you have not supplied a short node name when requesting your license key,
you need to contact the support organization in order to request a revised
license key.

Problems Installing and Removing BPI Components 23

 Error Creating Database for Microsoft SQL Server
If you are using a Microsoft SQL Server database and you receive the
following error during the BPI installation, it is because the database instance
that you are attempting to use is configured to be case sensitive.
The database specified cannot be used for HPBPI data as it
does not have case-insensitive collation set. You must
reconfigure the specified database for case-insensitive
collation, or select a different database that is already
case-insensitive.
It is possible to create instances of the SQL Server database that are case
insensitive or case sensitive; however, BPI does not operate with a database
that is case sensitive. If you attempt to install BPI using a case sensitive
database instance, the installation fails and reports an error.
If BPI creates the database instance as part of the installation process, it
creates it with the Server Collation set to Case Insensitive. If you are creating
the database instance for BPI data, you must also create the instance with the
Server Collation set to Case Insensitive.
If you receive this error, you need to:
• create an instance of the database that has the Server Collation set to be
case insensitive.
• allow the BPI installer to create an instance of the database, in which
case, the installer creates the database with the correct settings.

24 Chapter 2
3 Problems Starting and Stopping Your
BPI Components

This chapter covers the problems that you might find when starting and
stopping the BPI components. The chapter covers the following topics:
• BPI Administration Console Startup on page 26
• BPI Server Startup on page 27
• Integrity Checker Fails to Run on page 29
• Problems Stopping the Business Event Handler on page 30
• Problems Stopping the Business Impact Engine on page 30

25
 BPI Administration Console Startup
There are a number of reasons why the BPI Administration Console fails to
start; for example, when any one of the following files are missing:
• masterconfig.properties
• bia-common.jar
• bia-admin.jar
Use the Installation Integrity Checker to check the status of your BPI Server
system. The Installation Integrity Checker is described in Using the Integrity
Checker for Problem Solving on page 12.
When you have identified which files are missing, or possibly corrupted, you
can recover the files from a backup copy if you have one. If you do not have a
backup copy of the file, or if there are a significant number of files missing,
you are advised to reinstall the BPI Server as described in the Business
Process Insight Deployment Guide. Do not make any changes to the BPI
configuration as part of this reinstallation; you are reinstalling only to update
the installed files.

If you have made changes to any component configuration files directly, not
using the BPI Administration Console, these changes are overwritten by the
reinstallation process. If you want to preserve these changes, copy the
modified files to another location before starting the installation and reapply
the changes when the installation is complete. Database data files can be
recovered from a backup copy. Refer to Using Business Process Insight for
more information about backup and recovery.

26 Chapter 3
 BPI Server Startup
There are a number of reasons why the BPI Server components can fail to
start:
• Port number clash
• Corrupt or missing files
• Cannot connect to database

Port Number Clash

It is possible that the RMI port number that the BPI component is requesting
for startup is already allocated. In this case, the BPI Server port number clash
prevents the components starting up. All BPI port numbers need to be within
the range of a number greater than zero (0) or a number less than 65535. The
BPI Administration Console checks that the port numbers entered are within
this range. You can also use the Installation Integrity Checker to report on the
port numbers that are being used by your BPI system (see section Using the
Integrity Checker for Problem Solving on page 12).
In addition, the port numbers must be unique on the system where BPI is
running. It is possible that the port numbers assigned to one or more of the
BPI components have already been taken by another component running on
the system. You can check if the port numbers are already in use using the
following command from a Command Prompt dialog:
netstat -a
When changing the port number you need to make sure that you stop all the
BPI components, exit from the BPI Administration Console and then restart
the Administration Console and the BPI components, otherwise, the new port
number is not used when making new connections.
If you continue to see a problem with port numbers, try setting them to a high
number for example, above 10,000.

Problems Starting and Stopping Your BPI Components 27

 Corrupt or Missing Files
It is possible that your BPI files are corrupt or have been inadvertently
deleted. You can run the Integrity Checker to check the status of your system;
see Using the Integrity Checker for Problem Solving on page 12 for details of
using the Integrity Checker. However, if a number of files are corrupt or have
been deleted, then the Integrity Checker might also be impacted and therefore
unable to run.
If you suspect that this could be a problem, following the instructions to
reinstall the BPI components as described in the Business Process Insight
Deployment Guide.

If you have made changes to any component configuration files directly and
not using the BPI Administration Console, these changes are overwritten by
the reinstallation process. If you want to preserve these changes, copy the
modified files to another location before starting the installation and reapply
the changes when the installation is complete.

Cannot Connect to Database

If a BPI Server component cannot connect to the BPI Server database, it does
not start. Check the log file for errors indicating a possible connection failure.
The error should provide more information about the reason for the failure.
In the case of a failure to connect to the database, you can also:
• check that the database services are running and restart them if
necessary.
• check that the database password has not been changed. If it has, you can
re-synchronize the database login password used by BPI through the BPI
Administration Console.

28 Chapter 3
 Integrity Checker Fails to Run
It is possible that the configuration files for the Integrity Checker have been
removed or are corrupt. In this case, the Integrity Checker fails to run.
The following are error messages that might indicate that the Integrity
Checker validation files are missing or corrupt:
• System cannot locate file
bpi-install-dir\misc\bia\hpbpi_install_type.xml to use for
validation
where hpbpi_install_type is the type of installation that you have
completed on the system; for example, bia_full_install_windows, is
the file name when you have completed a full installation on the system.
• Error parsing validation file ...
If this is the case, it is likely that other files in your BPI system have been
removed or are also corrupt. Follow the instructions in the Business Process
Insight Deployment Guide to reinstall the BPI Server, including the Integrity
Checker. Do not make any changes to the BPI configuration as part of the
reinstallation. You are reinstalling only to update the installed files.

If you have made changes to any component configuration files directly and
not using the BPI Administration Console, these changes are overwritten by
the reinstallation process. If you want to preserve these changes, copy the
files that you have modified to another location before starting the
installation and reapply the changes when the installation is complete.

Problems Starting and Stopping Your BPI Components 29

 Problems Stopping the Business Event Handler
If you use the BPI Administration Console to stop all the BPI Server
components, using the Stop All button, you might see the Business Event
Handler takes some time to stop.
This occurs in situations where the Business Event Handler is sending events
into the Business Impact Engine at the point where the Engine shuts down.
As a result the Business Event Handler retries its connection, according to its
configuration settings. This means the Business Event Handler can take some
time to shut down and is expected behavior.

Problems Stopping the Business Impact Engine

Occasionally the Business Impact Engine does not completely shut down
when you use the Stop command in the BPI Administration Console.
If this is the case, select the Stop command for the Business Impact Engine
again, and the Engine shuts down. Be aware that it can take up to two
minutes for the Business Impact Engine to shut down.

30 Chapter 3
4 Problems with Performance

This chapter describes specific problems with performance that you might
experience using your BPI system. The chapter covers the following topics:
• BPI Server Performance on page 32
• Modeler Performance on page 36

31
 BPI Server Performance
The following sections describe possible reasons why your BPI system is not
responding as expected:
• Incorrectly Configured Database Parameters on page 32
• Optimizing Use of Your Oracle Database Server on page 33
• Build Up of Process and Monitor Instances on page 34
• Excessive Numbers of Notifications Generated on page 35

Incorrectly Configured Database Parameters

If your BPI system is not responding as you would expect, it could be due to
incorrectly configured database parameters.
To determine whether there are any specific errors in the database
configuration, check the following log file:
bpi-install-dir\HP_Business_Process_Insight_DbSetupLog.log
This file is created when there are errors to report after BPI has made a
successful connection to the database.
Other possible reasons why your database configuration might have an effect
on performance are:
• Incorrect quotas for the username_TS and INDX tables in the database.
The Business Process Insight Deployment Guide provides details of the
quotas required for these tables.
• Insufficient cursors available for the database; see section Oracle Cursor
Setting on page 68.
• Oracle or Microsoft SQL Server database data files are configured to grow
automatically, which can have a detrimental effect on database
performance if you are storing a lot of data. Refer to the Business Process
Insight Deployment Guide for details of how to set up the Oracle and
Microsoft SQL Server user accounts.
If you need more advice on improving performance, contact your local support
representative, or visit the HP Software Web site for additional information.

32 Chapter 4
 Optimizing Use of Your Oracle Database Server
The following are possible reasons why your Oracle Server might not be
optimally configured for BPI:
• The Oracle Server Redo log file size is set too low.
• The Oracle Server is not using the right optimizer for its queries.
• Customized database partitioning is not enabled.

Redo Logs
The Oracle Redo log files should be set to at least 1GB to reduce the frequency
at which new Redo logs are switched, which results in costly database
CHECKPOINT activities. Refer to your Oracle Server documentation for details
of how to increase the size of the Redo log file.

Database Table and Index Partitioning in Oracle

Oracle provides a number of features that you can take advantage of to
improve the performance of your BPI implementation. One of these is
database table and index partitioning.
Some of the BPI database tables and indexes are designed to enable you to
take advantage of Oracle Partitioning; however, you can do this only if you
have purchased a suitable Oracle License.
If you have a license to use Oracle Database and Index Partitioning, and you
consider that your database performance can be improved by using it with
BPI, you can configure BPI to make use of this Oracle feature.
You enable table and index partitioning for BPI as follows:
1. From the Administration Console, stop all the BPI components.
2. Open a Command Prompt Window.
3. Change directory to:
bpi-install-dir\bin

Problems with Performance 33

 4. Run the following script:
OraclePartitioningSwitcher switch
where switch can be either true or false.
true enables partitioning for some BPI database tables and indexes and
false disables any partitioning for BPI.
Be aware that when you enable Oracle Partitioning, there can be a
significant delay while Oracle makes the required changes. The delay
depends on the size of the database tables and indexes that are being
partitioned and can be more than one hour.
5. When the partitioning is complete, restart the BPI components using the
Administration Console.

You must make sure that you have the appropriate license if you decide to
enable Oracle Database table and index partitioning.

Build Up of Process and Monitor Instances

If you find that the performance of your BPI Server system deteriorates over
time, this could be due to the build up of any or all of the following in the
database:
• Completed process instance data
• Business Monitor instance data
• Business Monitor violation data
• Business Process Monitor statistics data can also build up in your
database, particularly if you have set a low Collection Interval.
Using Business Process Insight describes how you can use the Instance
Cleaner parameters to delete and archive process and monitor data from the
database at different intervals according to your implementation
requirements.

If you select the option to delete completed process as soon as the instance has
completed, you do not have completed instance data to view through the
Business Process Application. In this case, you might be experiencing the
problem described in Chapter 6, Problems Using the BPI Clients and BPI
Application. This might also result in Active instances that have no parent. In
this case you can use the Instance Cleaners to remove these Active instances.

34 Chapter 4
 Excessive Numbers of Notifications Generated
If you have a significant failure in your business, for example, an application
becomes unavailable, you can end up in the situation where thousands of
instance thresholds are violated. This can result in large numbers (or a storm)
of notifications being generated.
If you receive excessively large numbers of notifications relating to instance
threshold violations, you can modify the Monitor Engine configuration
parameters to provide summary information in order to reduce the number of
individual messages that are delivered.
These Monitor Engine Threshold settings enable you to control the number of,
and frequency at which, notifications are sent out when monitor threshold
violations occur.
Refer to Using Business Process Insight for details of the Monitor Engine
Threshold Violation Notification Settings that you can modify.

Problems with Performance 35

 Modeler Performance
If you notice that the BPI Modeler starts to respond more slowly when you are
using it, it could be because you have a large number of editors open for your
Process definitions. You can see how many Process editors that you have open
from the Window menu option and the Status Bar. If there are more than 10
Process editors open, try closing those editors that you are not using. This
should improve the Modeler’s performance.

36 Chapter 4
5 Problems Using the Administration
Console

This chapter describes problems that you might see when using the BPI
Administration Console. The chapter covers the following topics:
• BPI Administration Console Fails to Open on page 38
• Administration Console Start and Stop Commands Do Not Appear to Be
Working on page 39
• Changes Made to Configurations Not Having Expected Effect on page 40
• Administration Console Fails When Trying to Start or Stop Components
on page 41
• Server Components Fail to Start and Do Not Write Log File Entries on
page 42

37
 BPI Administration Console Fails to Open
There are a number of reasons why the Administration Console can fail to
open. If you see any of the following error messages it could be due to missing
files:
• Unable to apply configuration
This is due to a missing masterconfig.properties file.
• Could not find the main class. Program will exit
This is due to a missing bia-admin.jar file.
• ApplicationConfiguration.getInstallDir:OV_INSTALL_DIR not
defined
This is due to a missing OV_INSTALL_DIR from setenv.bat
The Administration Console also fails if the bia-common.jar file is missing.
To determine if one or more of these files are missing, run the Integrity
Checker to obtain a report on your system; see Chapter 1, Introduction.
If this is the case, it is likely that other files in your BPI system have been
removed or are corrupt. Follow the instructions in the Business Process
Insight Deployment Guide to reinstall the BPI Server, including the Integrity
Checker. Do not make any changes to the BPI configuration as part of the
reinstallation. You are reinstalling only to update the installed files.

If you have made changes to any component configuration files directly and
not using the BPI Administration Console, these changes are overwritten by
the reinstallation process. If you want to preserve these changes, copy the
modified files to another location before starting the installation and reapply
the changes when the installation is complete.

38 Chapter 5
 Administration Console Start and Stop Commands Do
Not Appear to Be Working
If you use the BPI Administration Console to stop BPI components very
quickly after starting them, you can find that the component shutdown might
fail.
The command to stop a component is not executed until after the component
has successfully started; for some components startup can take a few minutes.
If the stop command is issued before the start command has completed, it is
ignored.
Make sure that the component that you want to stop has successfully started
before you attempt to shut it down.
This behavior is the same when you are attempting to start a component very
quickly after stopping it.

Problems Using the Administration Console 39

 Changes Made to Configurations Not Having Expected
Effect
If you make changes to configuration parameters using the BPI
Administration Console and these changes are not applied to your running
system, make sure that you have followed the instructions in Using Business
Process Insight for the parameter that you are modifying.
The most likely reason for the changes not being accepted is that you have not
stopped and restarted the BPI components after making the change.
Configuration changes are not applied dynamically to the BPI system. You
typically need to stop and restart the BPI Server components for the changes
to take effect.
Read the section relating to the configuration parameter that you want to
change in Using Business Process Insight.

40 Chapter 5
 Administration Console Fails When Trying to Start or
Stop Components
If your system is running slowly for any reason, the Administration Console
can erroneously report that a component has failed to start or stop. The
Administration Console waits for 30 seconds before assuming that a
component has failed to start and it waits for 10 seconds before assuming that
a component has failed to stop.
Following is the error message reported when a component fails to start:
Failed to connect to the Administration Console Server on
{hostname} due to a remote exception. Possibly due to an RMI
port number conflict or a slow starting Administration
Console Server.
Following is the error message reported when a component fails to stop:
Failed to stop component Engine. Possibly due to a slow
stopping component.
This example shows a problem with the Engine component.
If this is happening regularly, check that you are using a recommended
system configuration. If you have the recommended configuration, but have a
large number of applications running on the system where BPI is installed
you might need to move some applications to other systems.

Problems Using the Administration Console 41

 Server Components Fail to Start and Do Not Write Log
File Entries
If you are attempting to start the BPI Server components using the
Administration Console and these components both fail to start and do not
generate any log file entries, it could be a problem with the Windows Services
Wrappers.
If there is a problem that causes the Windows Services to fail before any of the
BPI components have started, information regarding the problem can be
written to the Service Wrapper log file for the service that is failing to start.
There are configuration files for each of the BPI components that also has a
Windows Service. In most circumstances, you do not need to modify these
configuration files; however, in this case you can alter the setting for logging
errors in order to collect logging data relevant to the problem. By default,
logging is disabled as the amount of logging information generated can grow
excessively. You are therefore advised to enable logging only when you need to
collect data for a specific problem scenario.
To enable logging for one, or more, of the Windows Services (for BPI Server
components), complete the following steps:
1. Locate the appropriate component configuration file for the Windows
Service Wrapper configuration.
These configuration files are located in two places; an active file and a
template file. Each time you make a configuration change using the BPI
Administration Console, the active files are regenerated based on the
content of the template files. For this reason, you need to modify the
template file, to ensure that your modifications are preserved following
future configuration changes.
Do not modify any of the remaining content of the file, unless otherwise
requested by the support organization, or elsewhere in the BPI
documentation.

42 Chapter 5
 The template configuration files are located at:
bpi-install-dir\newConfig\DataDir\conf\bia
The configuration files have the following naming convention:
HPBPIcomponent-nameWrapper.cfg
where component-name is the name of the BPI Server component; for
example: MetricEngine.
2. Locate the following section in the configuration file:
# Log file to use for wrapper output logging.
# Make sure that one of the following wrapper.logfile settings is enabled.
# A wrapper.logfile setting with no value disables logging. A
# wrapper.logfile value specifying a valid directory and file name
# causes logging information to be written to the specified file. If
# both lines are disabled, logging information is written to the
# wrapper.log file in the same directory as the wrapper executable.
#wrapper.logfile={{ESC_BIAROOT}}{{ESC_FILE_SEPARATOR}}data{{ESC_FILE_SEPARATO
R}}log{{ESC_FILE_SEPARATOR}}OVBPIAdminServerWrapper.log
wrapper.logfile=
3. As indicated in the comments, remove the comment character (#) from the
start of the line that defines an output log file for the Service Wrappers
and add a comment character to the following line:
wrapper.logfile=
Make the change for each of the Service Wrapper configuration files that
you want to log errors for.
Do not add a comment character to both lines. If you do, logging
information is written to a log file in the same directory as the service
wrapper executable file (.exe). This is because a default filename and
directory specification are used when no logging parameters are provided.
4. You now need to run the following file to make the changes to the
configuration file, or files, active on your BPI system:
bpi-install-dir\bin\biaadmin.bat applyconfig
Running this command causes all template configuration files to replace
the active configuration files with any new or revised settings. There is
also a significant number of messages written to the Command Window.
Some of these messages are Warning messages, which can be ignored.

Problems Using the Administration Console 43

 When you next attempt to start the BPI Service and the Service fails,
logging information is written to the following file:
bpi-install-dir\data\log\HPBPIcomponent-nameWrapper.log
where component-name is the name of the BPI Server component; for
example: MetricEngine.
5. When you have collected the required logging information, make sure that
you reset the configuration files and disable the logging that you have
enabled.

Note that if you reinstall BPI for any reason, the template logging property
files are overwritten and you therefore need to reapply your changes.

44 Chapter 5
6 Problems Using the BPI Clients and BPI
Application

This chapter describes problems encountered through the following BPI

clients:
• BPI Application
• Modeler
• Notification Server Administration Console
The chapter covers the following topics:
• BPI Application Fails to Show Custom Annotations for Process Diagrams
on page 46
• Invalid KPI Objectives on page 47
• Cannot Access BPI Application Pages on page 48
• Modeler Unable to Link a CI to a Process Step on page 49
• Problems Deploying a Process on page 50
• Problems Importing a Definition in the Modeler on page 52
• Problems Using the Business Process Application on page 53
• Problems With the Notification Server on page 57
If you are having problems using the Administration Console, refer to Chapter
5, Problems Using the Administration Console.

45
 BPI Application Fails to Show Custom Annotations for
Process Diagrams
If you have created a new annotations file to configure the annotations shown
on your process diagrams and these changes are not shown through the BPI
Application pages, you might need to restart the Business Availability Center
Application Server.
When you add a new XML file for annotations for BPI, the Application Server
does not know the file exists until it has been restarted.
When you have created the Annotations XML file for the first time and copied
into the location described in Using Business Process Insight, you then need to
stop and restart the Business Availability Center Application Server.
If you subsequently make changes to the file, these changes are detected
automatically.
If this does not solve your problem, make sure that you have not made an
error when creating the file content.

46 Chapter 6
 Invalid KPI Objectives
If the dials that you expect to be shown on the Business Health tab are not
displayed, and you are presented with the following error, it could be due to a
problem when defining KPI Objectives for BPI Monitors:
Invalid KPI Objectives
When you enter a KPI Objective using Admin > Dashboard, the input data is
not validated. This means you can enter duplicate and overlapping values,
which then result in an undefined result that cannot be presented on a dial.
A valid KPI Objective is one where:
• there are no duplicate values
• less than objective values are in an ascending order from OK to Major.
• greater than objective values are in a descending order from OK to
Major.

Problems Using the BPI Clients and BPI Application 47

 Cannot Access BPI Application Pages
When you install and configure the BPI Server the following option is made
available within BAC:
Application > Business Process Insight
If the option becomes unavailable at any time, check the following:
• You have correctly configured both the BPI Server and the Infrastructure
settings for the BPI Server integration.
• BPI Server components are all started.
• License for the BPI Server has not expired.
You can check the license from the BPI Server Administration Console.

48 Chapter 6
 Modeler Unable to Link a CI to a Process Step
If you receive a error message stating that the Modeler was unable to add CIs,
when trying to link a CI to a Business Process Step, it could be because the CI
does not have a name, or has a null value for the CI name.
When you create a CI in the UCMDB, you are not required to add a name for
the CI, you required only to add the key attribute, which is a unique identifier.
However, if you do not enter a name for the Name data property, for the CI, the
Modeler is unable to recognize the CI and fails.

When you select a CI from the CI Selector, it is not clear whether a CI has
a Name property defined or not. This is because the CI Selector displays a
name for all CIs using the name from the display label in cases where a
Name property is not present.
You need to check the definition of the CI to find out whether a Name
property has been defined.

To resolve the problem, make sure that any CI referenced from within the
Modeler has the Name data property.

Problems Using the BPI Clients and BPI Application 49

 Problems Deploying a Process
The following sections cover problems that you might encounter when
attempting to deploy a process:
• Code Too Large on page 50
• Compilation Errors for Data Definition on page 50

Code Too Large

If you are trying to deploy a Process, the deployment is failing and you see the
following error message in the Process Repository log file, it could be because
you are attempting to deploy a Data definition that has a Subscription with
too many assignments:
code too large for try statement
catch (Expression.ExpressionException e)
Do not exceed 350 assignments in all the subscriptions for a particular Data
definition, or the definition cannot deploy successfully. For example, if the
Data definition subscribes to one event, do not exceed 350 assignments. If the
Data definition subscribes to ten events, do not exceed 350 assignments across
the ten event subscriptions.

Compilation Errors for Data Definition

If the BPI Modeler returns a compilation error for the Data definition you are
attempting to deploy, it could be because you are using reserved words as
property names.
Your database has a number of reserved words. In the case of Oracle, these
include: ALTER, CREATE and ORDER. The full list of reserved words can be found
in your database documentation.
If you use a reserved word, BPI modifies the name by adding an underscore
( _ ) to the end of the name when processing it. BPI does not modify the user
presentation of the name. If you subsequently create a property with the same
name that also ends in an underscore ( _ ), there is an internal name clash and
the deployment fails with compilation errors.

50 Chapter 6
 As an example, if you create a property with the name ORDER, BPI adds an
underscore the name as follows: ORDER_. If you then create a property with
the name ORDER_, BPI reports a compilation error when you try and deploy
the definition as it clashes with an existing definition.
To avoid this problem, do not use words that are reserved for use by your
database.

Problems Using the BPI Clients and BPI Application 51

 Problems Importing a Definition in the Modeler
You might encounter the following problem when attempting to import a
definition into the BPI Modeler:
Import Option within the BPI Modeler does not display characters
correctly.
If you are experiencing problems importing definitions into the BPI Modeler,
it could be due to the regional and language settings on your system. Regional
Settings for Windows on page 84 describes how to set the regional and
language settings for your implementation.

52 Chapter 6
 Problems Using the Business Process Application
The following are problems that can occur when using the Business Process
Application:
• Business Process Application does not display the processes that you have
configured it to display; see section No Data Available for Reporting on
page 53.
• No data is available for reporting through the Business Process
Application.
This could be because the database had been stopped for some reason.
Check why the database has been stopped and request that it is restarted.
Section No Data Available for Reporting on page 53 describes other
reasons why the Dashboard might not have data available for reporting.
• There are a large number of completed instances in the database, which
can have a severe impact on Business Process Application performance;
see Chapter 8, Problems with Processes and Business Events.
• Annotations are not displayed as expected; see section Annotations Not
Displayed as Expected on page 54.

No Data Available for Reporting

If you start the Business Process Application and there is no data to view, it is
possible that you have set the Engine Instance Cleaner parameters to delete
completed process instances as soon as they have completed. In this case,
there is no (or minimal) historical information available to view through the
Business Process Application.
If this is the case, you should modify the values that you have set for the
Engine Instance Cleaner parameters as described in Using Business Process
Insight.

Problems Using the BPI Clients and BPI Application 53

 Annotations Not Displayed as Expected
This section describes some of the problems that you may encounter when
trying to set up annotations for your process:
• Settings in annotations.xml File Have No Effect on page 54
• Step Images are Red Boxes on page 55
• Character Set Encoding on page 56

Settings in annotations.xml File Have No Effect

When the Business Process Application displays a process diagram, the file
annotations.xml is processed. If there are any problems with the file, the
settings are ignored and no errors are logged. As a result, if you have
configured settings for an annotations file and the business process is drawn
using defaults, there must be something wrong with your annotations.xml
file.
If your Business Process does not display annotations as you expect it to,
check the following:
• Step name or names are spelled correctly.
• Syntax of your XML.
You can use an XML editor, or you can view the XML file within a Web
browser; a Web browser checks the XML for consistency.
• Character set encoding within the XML file.
The encoding= attribute within the initial xml directive (the first line)
specifies the encoding that is to be used for this file. You need to make
sure that your XML file contains characters that are within the specified
character set; see Character Set Encoding on page 56 for some further tips
about character set issues.

54 Chapter 6
 Step Images are Red Boxes
If your Process Diagram display red boxes and not the graphics that you
expect, as shown in Figure 1, you need to check that your images are located
in the correct directory.
Figure 1 Red Boxes for Step Images

A red box is displayed as the step image when an image that you have
specified, within the <image> element, cannot be found or cannot be
accessed.
Check that the image file name you specified is spelled correctly, and also
check that the directory you specified exists. The directory for your images
needs to be created under the following directory structure
bpi-install-dir\nonOV\jakarta-tomcat-5.0.19\webapps\hpbpi-bpd
For example, if you specify an image element as follows:
<image>myImages/image1.gif</image>
You need to make sure that the following directory exists and that it contains
an image file called image1.gif:
bpi-install-dir\nonOV\jakarta-tomcat-5.0.19\webapps\
hpbpi-bpd\myImages

Problems Using the BPI Clients and BPI Application 55

 Character Set Encoding
If you want to create an annotations file that contains a specific character set
encoding, for example, UTF-8, you need to ensure that you do the following:
• Use an editor that supports UTF-8.
• Specify the first line of your XML as follows:
<?xml version="1.0" encoding="UTF-8"?>
In the UTF-8 example, if you specify UTF-8 as the XML encoding and do not
use a corresponding UTF-8 editor when entering the UTF-8 characters, the
BPI Application fails to parse the file annotations.xml and therefore
ignores your settings.
You need to make sure that you use an editor that supports the character set
encoding that you specify in your annotations file.

56 Chapter 6
 Problems With the Notification Server
The following sections describe the problems that you might encounter when
using the Notification Server:
• Velocity Template Not Recognized by BPI on page 57
• Problems with Email Notifications on page 57

Velocity Template Not Recognized by BPI

If you have created or modified a Velocity template for use within the
Notification Server, and the template fails to parse, it could be due to how it is
encoded.
If you have saved the Velocity template using a UTF8 encoding, you must
make sure that the file is saved without the UTF8 byte order mark (BOM).
A byte order mark (BOM) is a character code at the beginning of a file and can
be used to define the byte order and encoding form for the file. BOMs are
primarily used for text files, which have been created using applications such
as Notepad or Wordpad (on Windows). Some protocols, such as XML, do not
allow the use of a BOM. As XML is the protocol used for the Velocity
templates, this can cause problems. If you have included the BOM within the
template file, the XML parser fails to parse the file as it does not recognize the
content as being XML.
Make sure that you create and modify your Velocity templates using an editor
that does not add a BOM to the file.

Problems with Email Notifications

If you have configured BPI to send email notifications for violations, and you
are seeing Access Denied errors in the Notification Server log file, it could be
because the SMTP Server has been configured to require authentication.
When you set up the configuration for the Notification Server and its
connection to the SMTP Server using the Administration Console, the
assumption is that there is no authentication required for the SMTP Server.

Problems Using the BPI Clients and BPI Application 57

 If the SMTP Server requires authentication to be configured for users, there is
some additional BPI configuration required. There is an authentication file for
the SMTP Server (SMTPSetup.properties), which is located in the following
directory:
bpi-install-dir\misc\bia\
This file contains the following three parameters, which, on an initial
installation are disabled. These parameters are applicable to the
authentication settings.
#mail.smtp.auth=true
#mail.smtp.user=myuser
#password=
You need to enter the appropriate values for these parameters and remove the
comment character (#) to add SMTP authentication to your BPI
implementation.
You need to add the SMTP username, and a password for the username
specified, to the file. These are the username and password that relate to the
SMTP Sender address (Sender email address:). You configured the Sender
email address: on the Notification Server Configuration page of the
Administration Console.
The value of the password must be encoded within the
SMTPSetup.properties file; you can encode the password using the following
script:
java -classpath bpi-install-dir\java\bia-event.jar
org.openadaptor.adaptor.util.Encoder password-value
You need to stop and restart the Notification Server for the new parameter
values to take effect.

This script file is overwritten when you reinstall BPI. The installation
procedure makes a copy of the file and renames it as follows:
bpi-install-dir\misc\bia\SMTPSetup.properties.bak.n
where n is a number.
If you complete multiple installations n is incremented with each
reinstallation. The most recent copy of the file is named as follows:
SMTPSetup.properties.bak.0

58 Chapter 6
7 Problems When Creating Data in the
BPI Database

This chapter describes database problems where they are directly related to
BPI. For more general information on database problems, refer to the
documentation relating to the database that you have installed.
This chapter covers the following topics:
• Tablespace Error - Out of Space on page 60
• Invalid Value Reported in BIE Log File on page 61
See also Chapter 2, Problems Installing and Removing BPI Components,
which contains information about installation failures relating to the
database.

59
 Tablespace Error - Out of Space
If you see errors in the log files indicating that the data files or tablespace is
out of space and BPI is unable to write new records to it, it could be because
the data file, or tablespace, is too small.
To solve this problem, you should use your database management tools to
increase the size of the data files (MS SQL Server), or Tablespace (Oracle).
At installation, the tablespace size is set initially to 50MB and to
automatically increase in size in steps of 100MBs. The initial 50MB is
sufficient for approximately 1,000 instances of a five-step business process.
As the database file size is set to automatically increase it is possible that
there is no more disk space available to increase the file size. Alternatively,
you might have modified the database parameters and set a defined database
size, which has been exceeded.
You need to investigate increasing the amount of space available to your
implementation. Refer to the Business Process Insight Deployment Guide for
information relating to space requirements for the database data, specifically
for BPI.
Use the following tools to modify the size of your data file or Tablespace,
according to the database software that you are using:
• Enterprise Manager, for Microsoft SQL Server
• Enterprise Manager for Oracle

60 Chapter 7
 Invalid Value Reported in BIE Log File
If you see an error message similar to the following in the Business Impact
Engine log file, it could be due to the fact that Event data is outside the range,
or precision, supported by the database.
The incoming tabular data stream (TDS) remote procedure call
(RPC) protocol stream is incorrect. Parameter 15 (""): The
supplied value is not a valid instance of data type float. Check
the source data for invalid values. An example of an invalid
value is data of numeric type with scale greater than precision.
In this case, value has been used that is outside the precision defined for the
data type float.
When defining data for business events, you need to check that the data being
supplied in the event does not exceed the range, or precision, defined by the
database that you are using.

Problems When Creating Data in the BPI Database 61

62 Chapter 7
8 Problems with Processes and Business
Events

This chapter provides information on some of the most common problems that
you can encounter when developing processes.
When developing processes and configuring events, make sure that you use
the following training documents. These documents contain information about
how to use the BPI Modeler to develop business processes and how to make
sure that the correct business events are received by the BPI system:
• Business Process Insight Integration Training Guide - Modeling Processes
• Business Process Insight Integration Training Guide - Business Events
You are advised to read these documents as they contain information that
helps minimize the number of problems that you can encounter when
developing business processes. They contain several examples and tips on best
practice. The documents also contain information about the tools that you can
use to debug your processes.
The chapter covers the following topics:
• Diagnosing Problems on page 64
• Processes Completing with One or More Steps Still Active on page 65
• Processes Not Progressing on page 66
• Data Instance Deleted on page 67
• Business Events Not Processed as Expected on page 68
• Business Events Not Progressing Processes on page 71
• Errors Reporting that Process and Data Instances Do Not Exist on
page 72

63
 Diagnosing Problems
There are a number of reasons why your Business Processes might not be
progressing and in order to isolate the problem, you should work through the
component log files as follows:
1. Log file for the Adapter that should be receiving the business events to
progress the process. You need to check that the Adapter has successfully
sent the event to the Business Impact Engine.
2. Log file for the Business Event Handler to check whether the business
event was received and subsequently rejected and placed in the event
hospital.
3. Log file for Business Impact Engine log to check whether it accepted the
Business Event from the Adapter.
If the log files are all as expected and the event was received by the Business
Impact Engine, continue as follows:
4. Use the Business Process Application to determine if a process instance
has been created, or progressed.
5. Use the Intervention Client to identify the Data Definition for the event.
You need to check whether a definition has been created and if its state
has changed.
If the process instance has been created and the Data definition exists and is
in the correct state, temporarily modify the logging levels to FINER and check
how the event is being passed from component to component.
Make sure that you reset the logging levels after you have collected the data
that you need.
When you have diagnosed the problem, refer to the remaining sections in this
chapter for more information on how to resolve the problem.

64 Chapter 8
 Processes Completing with One or More Steps Still
Active
If you have a business process that is completed, but still shows active steps,
the following may have occurred:
• Events required to complete the steps have not been received by the
Business Impact Engine; see section Business Events Not Processed as
Expected on page 68.
• Events are received out of sequence, or have an incorrect Generated
Date.
Check the date on the event and make sure that the system time settings
for all your systems are synchronized.
• Progression rules for the complete conditions are not correct.
Use the Process Repository Explorer to check the progression rules for the
process.
• Multiple or duplicate events are received.

Problems with Processes and Business Events 65

 Processes Not Progressing
There are a number of reasons why your processes might not progress:
• You have deleted the data instance for the process instance; see section
Data Instance Deleted on page 67.
• Progression rules are not correct.
Use the BPI Modeler, or the Process Repository Explorer to check the
progression rules for the process.
• Events are not being received; see section Events Not Received by Engine
on page 69.
• Data in the Event does not have a corresponding Data definition within
the BPI Modeler.
Check that the data in the Event is correctly represented as a Data
definition within the BPI Modeler. If it is not, the business process does
not have the data to satisfy the start and complete conditions defined for
the steps.
• Events received for data instances with no parent process instance.
If you have the scenario where a Process instance is completed and
subsequently deleted, but the associated data instances are not set to be
terminated, you might see this problem, particularly during development,
or if your system receives out-of-sequence events.
This occurs specifically if you have configured the Process instance to be
created when the data instance is created. In this case, the data instance
already exists, so the process instance cannot be created and progressed.
Make sure that all data instances associated with a particular process
instance are deleted when the process instance is deleted.

66 Chapter 8
 Data Instance Deleted
If you have deleted a data instance, or a process instance, including all its
data using the Intervention Client, it is possible that you have deleted a data
instance used by more than one process instance. In this case, the process no
longer has a reference to its data, and none of its instances can progress.
If you suspect that this is the case, and you have removed a data instance that
has other dependencies, there is no way of reinstating the data instance for
the process.
To solve this problem, you need to remove the process instance from the
system using the Intervention Client.

Problems with Processes and Business Events 67

 Business Events Not Processed as Expected
If your processes are not progressing as expected, it could be because your
business events are not received by your BPI system.
There are a number of reasons why this might be the case:
• Cursor errors
If you see an error containing the following text in the Business Impact
Engine log file, you may need to increase the value assigned to the
number of cursors that are available to BPI.
ORA - 01000 maximum open cursors exceeded
If this is the case, refer to section Oracle Cursor Setting on page 68.
• Event adaptor property files have incorrect settings; see section Event
Adaptor Property Files on page 69.
• Events are not being received by the Business Impact Engine; see section
Events Not Received by Engine on page 69.
• Events are received by Business Impact Engine but not progressing the
process; see section Business Events Not Progressing Processes on
page 71.

Oracle Cursor Setting

Cursors are used by Oracle to identify objects that are managed through the
System Global Area. In the case of BPI, one of the uses of cursors is to
identify Prepared Statements. For this reason, you need to configure the
number of cursors to be equivalent to the number of pooled connections and
Prepared Statements that are configured for BPI.
The number of Prepared Statements defined for Business Impact Engine is
set through the value of Maximum number of active JDBC Prepared
Statements. This value is set through the Business Impact Engine
configuration settings in the BPI Administration Consoles; see Using
Business Process Insight.
For Oracle version 9.2.0.5.0 and later, the maximum number of cursors that
can be cached is determined by the parameter session_cached_cursors and
not open_cursors.

68 Chapter 8
 After installing BPI for the first time, the value of Maximum number of
active JDBC Prepared Statements is set to 10,000. This figure is
deliberately high and the number you need is lower than this figure. You can
modify the value of session_open_cursor in the spfile (Server Parameter
file). To modify the value, use a command similar to the following:
ALTER SYSTEM session_open_cursors=1000 SCOPE=BOTH
This sets the value of session_open_cursors for the running database
instance and also sets it in the spfile. The number of
session_open_cursors can be between 200 and 1000, depending on the
number of deployed Data Definitions.

Event Adaptor Property Files

You typically create a property file (or configuration file) for each event
adaptor that you need for your implementation. The Business Process Insight
Training Guide - Business Events describes event adaptors and their property
files in detail.
Make sure that the values in the property files are correct for your
implementation, for example, check database (or tablespace name) and
database user name. If any of the properties in the file is incorrect, the
adaptor might not be able to communicate with the Business Event Handler
and send business events into the Business Impact Engine.
You can also set the log levels for the Business Event Handler to the Trace
level to find out whether or not it is receiving business events from the
adaptor.

Events Not Received by Engine

If you suspect that the Business Impact Engine is not receiving business
events, you can check by setting the Log BIE events log level and checking
the resultant log file.
The Business Impact Engine might not be receiving business events for the
following reasons:
• Event adaptor is incorrectly configured; see section Event Adaptor
Property Files on page 69.

Problems with Processes and Business Events 69

 • Incorrect SQL commands.
If you have configured database adaptors to take data from an SQL table,
it is possible that the SQL commands for the Event adaptors are incorrect.
If possible test the SQL commands manually to make sure that they
return the information that you expect. You can then incorporate them
into your BPI implementation when they have been tested.
You can also consider running the adaptor so that it does not delete
records from the data tables immediately after processing them. This
enables you to work out which events have been processed.
• Incorrectly configured adaptor source
Check that the source information for your adaptors is correct and
returning the data that the adaptors are expecting. Try running the
adaptors manually to determine whether or not they are returning the
correct information.
• Business Impact Engine is shut down, or failed, while the adaptor is
running.
If the Business Impact Engine component is shutdown and unable to
receive events, the Business Event Handler component manages the
queued events and attempts to send them at a later time.
• Event names are incorrect, or contain data that is not valid. In this case,
check to see if the Event has been copied to the Event Hospital.
• Business Event Handler not started.
Check the status of the Business Event Handler using the BPI
Administration Console, and restart it if necessary.
The Business Process Insight Training Guide - Business Events provides
information on developing and debugging Event adaptors, plus information on
Event Hospitals.

70 Chapter 8
 Business Events Not Progressing Processes
If you know that the Business Impact Engine is receiving business events, but
the process is not progressing, or not progressing as you expect, check the
following:
• Your progression rules and subscription rules are correct. You can use the
Repository Explorer to show details of your business processes, including
all the progression rules defined for the process.
• Whether the events are being received out of sequence and are not
updating the business process as anticipated.
Where possible, you should write your progression rules to be independent
of Event order. Refer to the following training guide for guidelines on
developing processes:
Business Process Insight Integration Training Guide - Modeling Processes
• Whether Events are showing the correct data and time.
It is possible that you are not operating with consistent times across the
machines in your BPI implementation. Check the system times for all the
machines and make sure that they are synchronized.
• Whether all the required events have been defined.
It is possible that the Events that you have defined do not provide all the
data required by the process. Check that all the Data definitions are being
populated from your Event definitions.
• Event name received by the Business Impact Engine matches the Event
definition within the BPI Modeler.
If the Event name does not match the Event definition, the process cannot
progress. Make sure that the Event name is used consistently across your
implementation. Event names are not case sensitive.
• Business Impact Engine has rejected the business event for a particular
reason, for example, the process has been received out of sequence and
there is no process instance to progress at the point when the event is
received. In this case, the Business Impact Engine sends the business
event to the event Hospital and marks it to be automatically discharged.
This allows time for the relevant process instance to be started before the
business event is sent back to the Business Impact Engine for processing.

Problems with Processes and Business Events 71

 Errors Reporting that Process and Data Instances Do
Not Exist
If you are receiving regular error messages indicating Process or Data
instances do not exist, you need to check how you have configured your
Process definitions, Data definitions and Engine Instance Cleaner.
These error messages are reported in the Business Impact Engine log file
when an event is received for a Process or Data instance that does not exist,
and the system is configured such that the Process or Data instance is not
created if it does not already exist.
The following are the errors that the Business Impact Engine reports when a
Process or Data instance does not exist:

Nov 19, 2004 1:09:13 PM

com.hp.ov.bia.bce.model.AbstractFlowObject doNodeEntryCriteria
WARNING: Entering a flow instance at node "NodeID" when the
instance did not already exist.

Nov 19, 2004 1:09:17 PM

com.hp.ov.bia.bce.model.AbstractDataModel onEvent WARNING: Data
object with name: DataInstanceName and identifier:
DataInstanceID, identified by event EventName, does not exist.
Filter is Property."PropertyName" == Event."EventPropertyName"
The reasons why these errors might be occurring are:
• The instance has completed and has been deleted. Subsequently, an
out-of-sequence event has been received for the instance.
If this occurs frequently, consider extending the time period that you have
set before completed instances are deleted.
• The Engine Instance Cleaner is set too aggressively and is deleting active
instances prematurely.
If this occurs frequently, consider extending the time period that you have
set before active instances are deleted.

72 Chapter 8
 • The instance has not yet been created and an out-of-sequence event has
been received that updates it.
In the case of a Process instance, make sure that all steps close to the
start point for a process are configured to enable a Process instance to be
created if it does not already exist.
In the case of a data instance, make sure that the data instance can be
created for all likely scenarios of event arrivals.
Events received under these circumstances are sent to the event Hospital
and marked to be discharged automatically. This allows time for the
Process or Data instance to be created before the event is sent back to the
Business Impact Engine.
• The instance has been deleted using BPI Application > Intervention.

Problems with Processes and Business Events 73

74 Chapter 8
9 Problems with BPI Integrations

This chapter describes problems that you might see when integrating BPI
with other BTO products.
The chapter covers the following topic:
• Modeler Error When Synchronizing with UCMDB on page 76

75
 Modeler Error When Synchronizing with UCMDB
If the BPI Modeler displays an error such as the following, it could be due to
the fact that the setting for Maximum retries for synchronization
deadlock is not suitable for your implementation:
Error during uCMDB synchronization
The error occurs when BPI attempts to synchronize with Business
Availability Center. You also see a warning message in the log file for the
Process Repository as follows:
WARNING: Synchronization with BAC CMDB failed after process
deployment or undeployment. A successful synchronization is
required for the changes to be reflected in BAC.
The synchronization will be periodically retried and the
status written to the Admin Server log.
The most common reason for the message is where you have deployed and
undeployed two, or more, processes in quick succession. As a result, the
synchronization for the first request is started, and still ongoing, when the
synchronization for the second request is attempted. As the requests are
synchronous, the second request has to wait for the first request to complete.
The request is retried, each second, for the number of times specified in the
property: Maximum retries for synchronization deadlock. This is a
property listed under HP Business Availability Center in the BPI
Administration Console.
If the synchronization cannot be completed in the time allowed by this
property, a flag is set and there is an in-built retry mechanism for the
synchronization process. This retry mechanism has a wait time of five
minutes. If you are prepared to wait for up to five minutes for all your process
data to be synchronized, you do not need to make any changes.
Usually it is better to wait for the background synchronization; however, in
some cases you might want to ensure your BPI data is synchronized more
frequently, in which case, you need to reconfigure the property Maximum
retries for synchronization deadlock. The value that you need to set
for this parameter is related to your particular environment. You can view the
log file for the Process Repository and use the times listed in the log file for
the synchronization as a guide. You need to allow more time than that listed
for synchronization in the log file.

76 Chapter 9
10 Problems with openadaptor

This chapter describes problems that you might encounter with openadaptor
components, where they are directly related to BPI.
For more general information on openadaptor problems, refer to the
openadaptor web site:
http://www.openadaptor.org/
This chapter covers the following topic:
• openadaptor HAT Security Permissions on page 78

77
 openadaptor HAT Security Permissions
If you cannot edit or access the User Roles or the Editable Attributes
Admin menu options, it is probably due to the fact that the BPI user no longer
has the HATSecurity role assigned to it.
To add the required permissions to the BPI user, complete the following steps:
1. Start a database management tool that enables you to read and insert
records into a database table, for example, Oracle Enterprise Manager
Console.
2. Locate the BPI user database tables.
If you accepted the default database User during the installation, this is
the hpbpiuser.
3. View the contents of the DBUSMH_USER table (the capitalization varies
according to the database type).
Note the value of the user identifier for the BPI database user.
4. Open the following table:
DBUSMH_USERROLE
5. Insert a row into the table, where the user identifier is the value noted in
step 3, and the role identifier is 5.
A role identifier of 5 specifies the HATSecurity role; see the table
DBUSMH_ROLE.
6. Close the database management tool.
7. Select the openadaptor HAT Admin menu option.
You can now access the User Roles and Editable Attributes options.

78 Chapter 10
11 Files and System Problems

This chapter describes problems that you might encounter with the system
where BPI is installed and with the BPI files. These system problems might
be the cause of other issues you are experiencing with your BPI system.
The chapter covers the following topics:
• Excessive Disk Space Usage on page 80
• Missing Files and Directories on page 81
• Checksum Errors in Integrity Checker on page 82
• Firewalls and BPI on page 83
• Regional Settings for Windows on page 84
• Displaying Asia Pacific Characters on page 85

79
 Excessive Disk Space Usage
If your BPI is consuming a significant amount of disk space, check that the
correct logging levels are set for the BPI components.
It is possible that someone has reset the logging level for one or more BPI
components. If this is the case, the log files can get very large and consume
large amounts of disk space. Refer to section BPI Server Log Files on page 88
for more information about the log levels.

80 Chapter 11
 Missing Files and Directories
You might be alerted to the fact that you have missing files and directories if
you have run the Integrity Checker and it has reported that one or more files
is missing or corrupt.
If the number of missing files is small and contained, you can recover the files
from a backup copy. However, if the number of missing files is significant, you
are advised to reinstall the BPI components to reinstate all files as described
in the Business Process Insight Deployment Guide.
Do not make any changes to the BPI configuration as part of the
reinstallation. You are reinstalling only to update the installed files.

If you have made changes to any component configuration files directly and
not using the BPI Administration Console, these changes are overwritten by
the reinstallation process. If you want to preserve these changes, copy the
modified files to another location before starting the installation and reapply
the changes when the installation is complete.

Files and System Problems 81

 Checksum Errors in Integrity Checker
There are a number of reasons why you might see checksum errors, some of
which can be ignored. Examples of reasons for these errors are:
• Modified files
If you have modified files, for example, configuration files, you will see
checksum errors for these files. These errors can be ignored.
• Replaced files
You might have been asked to replace files by your support representative,
in which case these files will report checksum errors. These errors can be
ignored.
• Corrupt files
If a file has not been modified or replaced, you could be seeing checksum
errors because the file is corrupt. In this case, follow the instructions for
missing files and directories; see section Missing Files and Directories on
page 81.

82 Chapter 11
 Firewalls and BPI
Be aware that some firewall software can block RMI socket ports and
therefore interfere and potentially stop BPI operating. This is because some
firewall software does not successfully track temporary RMI ports that are
created as a result of spawned RMI connections.
If you are using firewall software on the system where BPI is installed and
BPI is not operating correctly, it could be because the RMI communication
port is being blocked by the firewall software. If this is the case, you might
need to reconfigure the firewall software to ensure that the BPI components
can successfully communicate with each other.

Files and System Problems 83

 Regional Settings for Windows
If you are experiencing problems such as the following, it could be because the
regional settings are not set correctly on your Windows system:
• You cannot install BPI successfully.
• Log files do not display correctly.
• The Import option within the BPI Modeler does not display characters
correctly.
When setting the Regional and Language options through the Control Panel,
make sure that the language that you choose is mapped so that it can execute
non-unicode programs. If you do not, you might see unpredictable results,
particularly with Asia Pacific languages.
The following are examples of how to set the regional settings for Windows
XP:
• Open the Regional and Language Options dialog from the Control
Panel.
• Make sure that the language selected in the Advanced tab matches the
language selected in the Regional Options tab. The Advanced tab is
where you are matching the language version of the non-unicode
programs that you want to use.

84 Chapter 11
 Displaying Asia Pacific Characters
Some properties of your BPI definitions can include Asia Pacific characters;
for example, definition names and descriptions. If you display these properties
on a system that does not have an Asia Pacific locale configured, these
properties are not displayed correctly, if at all.
In order to view these Asia Pacific characters on a system that is not
configured with an Asia Pacific locale you need to configure your system to
recognize the specific fonts that are being used. The configuration required
depends on the interface that is exhibiting the problem:
• BPI Web-Based Clients on page 85
• BPI Modeler on page 86

BPI Web-Based Clients

In the case of the BPI Web-based clients, you must install the Windows files
for East Asian languages. The BPI Web-based clients are:
• Monitor definer
• Notification Server Administration Console
• Repository Explorer
• Intervention Client
To install these languages, complete the following steps:
1. Open the Control Panel.
2. Select Regional and Language Options.
3. From the Regional and Language Options dialog, select the Language
tab.
4. Select the Install files for East Asian Languages checkbox.
5. Click OK.
The installation of the languages continues; you might be prompted for the
Windows installation disks for a copy of the relevant files.

Files and System Problems 85

 BPI Modeler
In the BPI Modeler, the language settings are managed by the Java Runtime
Environment installed on the BPI system. Specifically, you need to configure
the font property file (font.properties) in order to display characters in the
specific Asia Pacific languages that you need. Details of this file and how to
configure it can be found on the Sun Website, a possible URL is:
http://java.sun.com/j2se/1.3/docs/guide/intl/fontprop.html
Note that URLs are likely to change, so you might have to search the Sun
Website if the above URL is out of date.
The font property files are located on your system at the following location:
bpi-install-dir\nonOV\jdk\jre\lib
In the case of Asia Pacific languages, you can select from a number of
font.properties files that corresponds to your particular environment.
These files are identified by the country or locale suffix that is appended to
the file name:
bpi-install-dir\nonOV\jdk\jre\lib\font.properties.locale
where locale indicates the language; for example:
• ja for Japanese
• ko for Korean
You need to copy the entries from the language-specific files to
font.properties to add the support for the additional languages that you
require.

86 Chapter 11
12 Logging Problems

This chapter describes the log files for the BPI components. If your log files
are not displayed correctly it could be due to the language settings on your
Windows system; see section Regional Settings for Windows on page 84.
The chapter covers the following topics:
• BPI Server Log Files on page 88
• BPI Modeler Log Files on page 89
• openadaptor Log Files on page 89
• BPI Service Wrapper Log Files on page 89
• Logging Properties Structure and Description on page 90

87
 BPI Server Log Files
The BPI Server log files are accessible through the BPI Administration
Console. For information about the BPI Modeler log files, refer to section BPI
Modeler Log Files on page 89.
The log files for the Administration Console are called
bia_adminservern_n.log and bia_adminclientn_n.log, and are located in
the following directory on the system where BPI components are installed:
bpi-install-dir\data\log (Windows)
The BPI log files are text files that you can open using a text editor. The
structure and naming of the BPI log files can be configured and are described
in section Logging Properties Structure and Description on page 90.
There are a number of logging levels available that change the volume and
level of logging information provided by each BPI component; for most
components these levels are:
• Info
• Fine
• Finer
These logging levels are in descending order of level and volume of data
reported. These log levels complement the levels used by other HP BTO
Software products, to provide a consistent level of logging across your HP
Software product portfolio.
By default the log levels are set at the INFO level. This level includes WARNING
and SEVERE log levels.
In the case of components using Log4J, for example, the Business Event
Handler, the levels are:
• Info
• Trace
You can set the levels of logging through the BPI Administration Console
using the Logging option.

88 Chapter 12
 The generated log files can be viewed through the BPI Administration
Console, or from the following location:
bpi-install-dir\data\log (Windows)
In the case of a failure in the BPI Administration Console, you might need to
open the log file directly as you cannot access it through the console.

BPI Modeler Log Files

The Modeler log files are not accessible using the BPI Administration Console.
The location of the Modeler log files is described in Using Business Process
Insight. The properties of the BPI Modeler log files is described in section
Logging Properties Structure and Description on page 90.

openadaptor Log Files

The openadaptor log files are not accessible using the BPI Administration
Console.
The location of the log files for adaptors developed using openadaptor depend
on how your adaptors are configured and are described in the Business
Process Insight Integration Training Guide - Business Events.

BPI Service Wrapper Log Files

The Windows Service Wrapper log files are located at:
bpi-install-dir\bin\bia\wrapper.log

Logging Problems 89
 Logging Properties Structure and Description
Most of the BPI logging property files all have a similar structure; the
following is an extract from the Business Impact Engine property file:
############################################################

# File output is in BIA's log directory.

java.util.logging.FileHandler.pattern=C:\\Program Files\\HP \\HP Business
Process Insight\\data\\log\\bia_bce%u_%g.log
java.util.logging.FileHandler.limit=10000000
java.util.logging.FileHandler.count=100
java.util.logging.FileHandler.formatter=java.util.logging.SimpleFormatter

############################################################
# Logging levels
############################################################

# Available levels are OFF, SEVERE, WARNING, INFO, FINE, FINER, FINEST, ALL

# Default global logging level.

.level=INFO

# BIA logging level. Recommended setting is INFO.

# The handling of Events is logged at FINE. The contents of Events are logged
at FINER.
# However these settings will produce a large amount of logging which may
consume disk space.
com.hp.ov.bia.level=INFO

# This is intended to turn off INFO and below in Hibernate.

net.sf.hibernate.level=WARNING

# This is intended to turn off RMI logging.

sun.rmi.level=OFF
The Business Event Handler log files have a different structure, which is
described in the Business Process Insight Integration Training Guide -
Business Events.

90 Chapter 12
 In the case of the Business Impact Engine example, the following parameters
affect how information for the Business Impact Engine component is logged:
• java.util.logging.FileHandler.pattern
This parameter determines the location and name of the log files. The
following tags are used within this parameter:
— %g
This is a file generation number and is used as the log files are
rotated. When the maximum number of bytes that should be written
to a file is reached, or the BPI component is restarted, a new log file is
opened and named bia_bce0_0.log. The previous log file is then
renamed, for example, bia_bce0_1.log.
— %u
This is a unique number that is used to resolve conflicts. This is the
second part of the number in the log file name, for example: 0_0, 0_1
or 0_2. %u generates the 0, 1 or 2 in these file names.
• java.util.logging.FileHandler.limit
This parameter specifies an approximate maximum amount to write (in
bytes) to a log file. If this is zero, then there is no limit. If this parameter is
not set, the BPI system default is zero, no limit.
• java.util.logging.FileHandler.count
This parameter specifies how many output log files to cycle through. If
this parameter is not set, the BPI system default is one file.
• java.util.logging.FileHandler.formatter
This parameter specifies the name of a Formatter class to use for the log
files. If this parameter is not set, the BPI system defaults to using the
java.util.logging.XMLFormatter.

Logging Problems 91
92 Chapter 12
Index

A BPI
Administration Console
Access Denied error in Notification Server
as a problem solving tool, 10
log file, 57
client problems, 45
Adaptor Console component shutdown problems, 30
as a problem solving tool, 12 database index and table partitioning,
Administration Console 33
configuration changes not accepter, 40 Deploying processes, 50
errors when starting and stopping log file description, 90
components, 41 logging levels, 88
fails to open, 38 Nodelocked licensing, 22
failure to start, 26 problem installing, 17, 18
start and stop command problems, 39 problem removing, 17
problems starting and stopping
Annotations
components, 25
character set encoding, 56
problems starting components, 25
failure to display in BPI Application, 46
BPI Application
Annotations not displayed as expected, 54
does not show changes to annotations, 46
Application menu option unavailable, 48
Business Process Insight
BPI Server
option unavailable, 48
incorrect database configuration, 32
Asia Pacific log files, 88
language support, 85 performance problems, 32
Authentication too many completed process instances,
configuring for SMTP Server, 57 34
Autopass Business Availability Center
errors in license for BPI, 22 Modeler synchronization error, 76
Business Event Handler
B excessive time taken to shut down, 30
BIE log file
invalid value reported, 61

93
Business events Corrupt or missing files
not processed, 68 Business Impact Engine, 28
problems progressing processes, 68 Creating data in database
Business Impact Engine insufficient space, 60
corrupt or missing files, 28 Cursor settings for Oracle
failure to start, 27 maximum number exceeded, 68
port number clash, 27
unable to connect to database, 28
D
Business Process Application
problems, 53 Dashboard
annotations not displayed as expected,
Business Process Dashboard 54
annotations not displayed as expected, no data available for reporting, 53
54
no data available for reporting, 53 Database
Business Impact Engine unable to
connect, 28
C configuration and performance
Cannot access BPI Application pages, 48 problems, 32
Character set encoding failure during installation, 20
and annotations, 56 Microsoft SQL Server creation error, 24
permission errors during installation, 21
Checksum problems creating data, 60
errors reported through the Integrity quota errors during installation, 21
Checker, 82 reserved words, 50
report from Integrity Checker, 13 tools for problem solving, 11
code too large for try statement user permissions and quota errors, 21
deploy error, 50 Database table and index partitioning
Compile errors on deploy, 50 for BPI, 33
Completed processes when steps still active, Defining processes
65 problems with, 63
Completed process instances Deploy
impacting BPI Server performance, 34 and compilation errors, 50
Configuring code to large for try statement, 50
components configuration changes not problems with processes, 50
accepted, 40 Diagnosing problems with Process
logging levels for BPI components, 88 progression, 64
Contacting HP Dials not displayed, 47
in event of problem, 10

94
Disk space F
excessive use of, 80
Failed to Update License Registry Settings
log levels too high, 80
licensing error, 22
Displaying Asia Pacific languages, 85
Firewalls
problems blocking RMI ports, 83
E
flow and data instances do not exist
Editable Attributes menu options error message, 72
openadaptor, 78
font.properties
Email notifications not delivered, 57 configuration file for language support,
Email storms 86
resulting from excessive numbers of
monitor threshold violations, 35 H
Engine (Business Impact) HATSecurity Permission
corrupt or missing files, 28 openadaptor, 78
events not received, 69
Hewlett Packard
fails to stop, 30
contacting in event of problem, 10
failure to start, 27
port number clash, 27 Hostname
unable to connect to database, 28 for Nodelocked licenses, 22
Engine Instance Cleaner
as a problem solving tool, 11 I
Error Importing a process definition
creating Microsoft SQL Server database, problems with Modeler, 52, 84
19 Installation
during UCMDB synchronization database failure during database
Modeler error, 76 creation, 20
parsing validation file from Integrity problems with BPI, 18
Checker, 29 problems with component installations,
When Creating Data in the Database, 60 84
Event adaptor removing BPI, 17
incorrect database or tablespace name, Integrity Checker
69 as a problem solving tool, 11
problems with property files, 69 checksum errors, 82
Events how to run, 13
not progressing processes, 71 missing files and directories, 81
not received by Business Impact Engine, report, 13
69 using for problem solving, 12
problems progressing processes, 68

95
integritychecker.bat Logging
using, 13 levels, 88
Integrity checker fails to run, 29
Intervention Client M
as a problem solving tool, 11 Master configuration properties
Invalid KPI Objective, 47 report from Integrity Checker, 14

Invalid value error reported in BIE log file, Microsoft SQL Server
61 database creation error, 24
database problem during installation, 19
problems creating data, 60
J
Missing directories
jar files reported through the Integrity Checker,
report from Integrity Checker, 14 81
Missing files
K reported through the Integrity Checker,
Key 81
and BPI licensing, 22 Modeler
language support
L Asia Pacific, 86
Language settings for Windows, 84 log files, 89
performance problems, 36
Language support problems importing process definitions,
Asia Pacific, 85 52, 84
License errors Modeler error
reported from Administration Console, synchronizing with Business Availability
22 Center, 76
reported from Dashboard, 22
Monitor dials not displayed, 47
Licensing error
Failed to Update License Registry Monitor Instance Cleaner
Settings, 22 as a problem solving tool, 11

Licensing errors, 22
N
Log file
as a problem solving tool, 11 Nodelocked licensing
description, 90 BPI, 22
display problems, 84 Notification Server
for BPI Server components, 88 Access Denied error in log file, 57
for Modeler, 89 Velocity templates errors, 57
for openadaptor, 89

96
O Progression
process progression problems, 66
openadaptor
Adaptor Console, 12
Editable Attributes menu options, 78 R
log files, 89 Red boxes
Oracle displayed for Process Step images, 55
database index and table partitioning, Redo logs
33 configuring, 33
OraclePartitioningSwitcher Regional settings for Windows, 84
Oracle database partitioning tool, 34
Repository Explorer
Oracle Server as a problem solving tool, 11
cursor settings
Reserved words in the database
maximum number exceeded, 68
causing compile errors, 50
optimizing use of for BPI, 33
problems creating data, 60
Redo logs, 33 S
session_cached_cursors parameter, 68 Service Wrappers
configuring, 42
P startup failures, 42
Performance session_cached_cursors
Redo logs, 33 oracle parameter, 68
slow response from Modeler, 36 SMTP Server
Permission to edit User Roles denied configuring authentication, 57
openadaptor, 78 SQL Server
Port number problems creating data, 60
Business Impact Engine port number Start and stop
clash, 27 errors reported through the
report from Integrity Checker, 14 Administration Console, 41
Problem solving tools, 10 problems with components, 25
Processes Starting
completing when Steps still active, 65 Administration Console fails to open, 38
problems deploying, 50 problems starting BPI components, 25
unable to progress, 67 problem with Administration Console,
26
Process progression
problem with Business Impact Engine,
diagnosing problems, 64
27
errors, 71
problems, 66 Startup failure
BPI Server components, 42

97
Step images
shown as red boxes, 55
Stopping
Engine failures, 30
Support
HP contacts, 10
System cannot locate file
error from Integrity checker, 29

T
Tablespace error, 60
Threshold violations
generating excessive numbers of email
alerts, 35
Tools
for problem solving, 10
Trouble shooting
deploying processes, 50
tools, 10

U
Unable to progress processes, 67

V
Velocity template
errors, 57
not recognized by BPI, 57

W
Web client
language support
Asia Pacific, 85
Windows Services
startup failure, 42

98