MidTier - armonitor.log shows java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY during LiveChat 1908 Installation

Knowledge Article

Article Number

000103843

Old Article Number

000172191

Article Type

Solutions to a Product Problem

Title

MidTier - armonitor.log shows java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY during LiveChat 1908 Installation

Summary

MidTier-armonitor-log-shows-java-io-IOException-Cannot-run-program-WEBSERVER-DEPLOYMENT-DIRECTORY

Or
Midtier installation is skipped during Live Chat 1908 ( previously known as Virtual Chat Agent) installation

Product

Remedy AR System Server

Component

AR System Mid Tier

Applies to

Midtier FileDeployer 19.08; Midtier installation is skipped during Live Chat 1908 ( previously known as Virtual Chat Agent) installation

Problem

Problem presents itself in the following ways:

While trying to install a deployment package and run the filedeployer utility over Midtier, you may see the following error in the armonitor.log: java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY
Trying to access Live Chat in SmartIT, customer would see a HTTP 404 error for /agent .
In the Midtier File deployer logs you may notice a error like below when the Live Chat 1908 D2P was deployed:

"java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY=C:\Program Files\Apache Software Foundation\Tomcat 8.5"": CreateProcess error=2, The system cannot find the file specified"

The problem with Midtier D2P Filedeployer configuration causes the Live Chat 1908 Binary files located under the Tomcat supporting the Mid Tier application to be skipped.

The D2P installation of the Live Chat 1908 in some cases may say that it is deployed successfully , however upon checking the D2P details for the Live Chat package customer can see the Midtier payload part was skipped.

Cause

The armonitor.cfg located at [midtier_home]/filedeployer/conf has an incorrect syntax

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

To resolve:

Edit the armonitor.cfg located at [midtier_home]/filedeployer/conf directory)
Locate the line that is reported by the armonitor.log. In this case, the armonitor.log has:

java.io.IOException: Cannot run program ""WEBSERVER_DEPLOYMENT_DIRECTORY=C:\Program Files\Apache Software Foundation\Tomcat 8.5"": CreateProcess error=2, The system cannot find the file specified

Modify the specified Environment-variable in the armonitor.cfg as follows

Environment-variable: WEBSERVER_DEPLOYMENT_DIRECTORY=C:\Program Files\Apache Software Foundation\Tomcat 8.5

Save the file and restart the Midtier's file deployer service (BMC Mid Tier File Deployment Service)
Once the restart is completed , Under the Deployment (D2P) Console , Click on View Payload Status and Select the Midtier Entry for retry Deployment . If you do not see the Retry Deployment button Enabled ; You can delete the earlier D2P package and re-run the D2P process for 1908 Live Chat package. Upon re-run the Already installed entries would be skipped and the "1908 Live Chat Binaries for Virtual Chat " Would be deployed successfully.
Attached to this article is a sample of the corrected file.

This should address your HTTP 404 error on eschat/agent URL . If you see a RSSO login prompt , likely it is that the RSSO agent properties was missed during installation . For more info please refer KA 000172094 to understand further.

Attachment(s):

armonitor.cfg