Remedy - Server - ERROR (3377) [LDAP: error code 12 - Unavailable Critical Extension] performing a search on vendor form

Knowledge Article

Article Number

000358283

Old Article Number

000117332

Article Type

Solutions to a Product Problem

Title

Remedy - Server - ERROR (3377) [LDAP: error code 12 - Unavailable Critical Extension] performing a search on vendor form - v9.1.00 and v9.1 Patch 1

Summary

Remedy - Server - ERROR (3377) [LDAP: error code 12 - Unavailable Critical Extension] performing a search on vendor form - v9.1.00 and v9.1 Patch 1

Product

Remedy AR System Server

Component

AR System

Applies to

BMC Remedy AR System Server 9.1.00 and Server 9.1 Patch 1

Problem

After upgrade to Remedy 9.1.00_Unable to perform a search on Vendor form.
When performing any search in the Vendor form it gives below error:

.............................
<PLUGINSVR> <TNAME: pool-4-thread-3 > <ERROR> <ARDBCPluginRepository > < ARDBCPluginRepository.java:445 > /* Wed Apr 20 2016 02:11:24.391 */ getListEntryWithFields() FAILs in plugin: ARSYS.ARDBC.LDAP
ERROR (3377): The LDAP operation has failed; javax.naming.OperationNotSupportedException: [LDAP: error code 12 - Unavailable Critical Extension]; remaining name 'ou={ou value},dc={dc value},dc={dc value}'
at com.bmc.arsys.plugins.ardbcldap.ARDBCLDAPPlugin.getListEntryWithFields(ARDBCLDAPPlugin.java:593)
at com.bmc.arsys.pluginsvr.plugins.ARDBCPluginRepository.ArdbcGlewf(ARDBCPluginRepository.java:422)
at com.bmc.arsys.pluginsvr.ARPluginRPCCallQueueProcessor.ArEsArdbcGlewf_5(ARPluginRPCCallQueueProcessor.java:598)
at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(ARPluginServerDispatcher.java:517)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(ArRpcCallHandler.java:699)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.callDispatcher(ArRpcCallHandler.java:408)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(ArRpcCallHandler.java:238)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(ArRpcCallHandler.java:486)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
at java.lang.Thread.run(Thread.java:745)
.............................

Cause

Reported as defect: SW00512349

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.

This has been reported as a defect: SW00512349 which is being observed in both versions v9.1.00 and 9.1 Patch 1.

Note:
Since Support has seen cases where below steps have helped resolving this behavior, please go through them and if the problem remains then we can verify we are seeing the reported defect.

1. Check what is the LDAP version being used?
- If Novell eDirectory 8.7.3 is being used, then the documentation claims to support LDAP v3.
- If older versions are in place then this might be the problem.

2. Check if Paging and Sorting is enabled or not(?)
Even if an LDAP directory is fully compliant with LDAP V3, there are ways to enable / disable sorting and paging in directories.
The Remedy Java plugin always assumes that these 2 features are supported by the configured LDAP server.

If the Paging and Sorting is not enabled, this can be enabled and check the outcome.

To do this is:
Perform a Root DSE search on the LDAP server to find out if the sorting and paging are supported.
If the server supports it, it will return following OIDs in the search result – “1.2.840.113556.1.4.473” and “1.2.840.113556.1.4.319”
Based on whether we get both the OIDs, or just one of them or none of them, the code should take appropriate actions.

To perform a RootDSE search in the LDAP server and whether we see the following attributes and values in the search result:
supportedcontrol=1.2.840.113556.1.4.473
supportedcontrol=1.2.840.113556.1.4.319

The command to perform RootDSE search using command line ldapsearch utility is as follows:
ldapsearch -h <LDAP host> -p <LDAP port> -D <Admin DN> -w <Admin PW> -s base -b "" objectclass=* supportedControl

If the above output does not match with the results obtained the Hotfix for the defect: SW00512349 can be provided and applied.

To obtain the HotFix please contact BMC Remedy Support.

This fix is also applicable on Remedy 9.1 Patch 1 so we can apply it over patch 1.
To get the latest available Hot Fix please check the FTP resource: ftp://ftp.bmc.com/pub/ARRecommendedFixes/Server/

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