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uCMDB 10.20, 10.21 : Internal error occurred on logon page after reinstall

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After installing the CUP1 upgrade for uCMDB 10.21 in our dev environment (and failing to install on the probe servers) I uninstalled all the software then got our infrastructure team to reboot the servers to clear anything else hanging around and then reinstalled. The Probes look fine but the application install did not go as planned. Now on the logon page we get a "internal error occurred" message. We can get to the JMX console and the uCMDB browser works but not the logon page. We have not seen this before. We tried uninstalling and reinstalling to no avail. We also tried shutting down the uCMDB service and then re-connecting to the database with no success. Can someone give me a hand with this please?

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Micro Focus Expert
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Re: uCMDB 10.20, 10.21 : Internal error occurred on logon page after reinstall

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The errors you posted are because in the content directory for the server, there are zip files that do not conform to the standard package zip (probably the instructions weren't followed while installing).

The fastest way to get your server back is to:

  1. Restore from backup you took before running the upgrade
  2. Try connecting to the database after the backup has been restored
Hope this helps,
Keith Paschal
UCMDB Worldwide Support Lead
Micro Focus Support
If you find this or any post resolves your issue, please be sure to mark it as an accepted solution."

Click the KUDOS star on the left to say 'Thanks'

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Re: uCMDB 10.20, 10.21 : Internal error occurred on logon page after reinstall

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Hello Stacy,

There is many reasons that could cause this.

Could you proceed to the following ?

  • stop the ucmdb instance.
  • backup the folder : ucmdb\runtime\log at a secure place, in case it would be needed at a later time.
  • clear the content of this folder
  • restart the ucmdb instance, and wait 10 mns.

=> The log folder will be shorter, with probably the following files being produced :

  • error.log will contains details about the error
  • cmdb.dal.error.log will contains any error linked to the db connection or db instance (deadlocks, wrong db user/password, instance not online, etc)
  • wrapper.log will contains details about the earlier bootup (wrong permissions on the folder, etc).

Depending on what you find, and the clarity of the error messages that you could fine, it could worth to open a support case.

If it's needed, please provide the following to shorten the resolution time :

  • the clean log set being produced, dont' exclude any file.
  • from the jmx => server services => viewsysteminformation
  • if you have them, the upgrade logs, they usually contains more details.

also, take care that the first and initial restart of the cmdb after an upgrade, can take a longer time ( 1 hour is not excluded), depending on how much ci type changes there is and how big are the tables holding the data.

THis operation, should never be interrupted, as it could lead to unexpected results.

If it's a production system, the investigations could take a signifiant time.

It's suggested to go to the safe way, and use a dump taking before the upgrade. THis way, the operations can resume in a safer an more efficient way.

Regards.

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Re: uCMDB 10.20, 10.21 : Internal error occurred on logon page after reinstall

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I have a suport case open (4653336532) but I wanted to try and resolve this myself. As for the wrapper log there were no errors, and there was no cmdb.dal.error log created. I am still looking through the error log and there are a few different messages. One is:

2016-01-26 10:19:20,005  ERROR  [WrapperSimpleAppMain] (Utils.java:115) - Cannot find the content pack zip, or a package inside it
java.util.zip.ZipException: error in opening zip file

2016-01-26 10:19:20,099  ERROR  [WrapperSimpleAppMain] (ContentFileUtils.java:234) - Content pack file E:\hp\UCMDB\UCMDBServer\bin\..\content\content_packs\CP_16.00.139.zip is invalid
java.io.EOFException: Unexpected end of ZLIB input stream

2016-01-26 10:19:20,161  ERROR  [WrapperSimpleAppMain] (DalAbstractCommand.java:64) - Failed to execute command [CmdbDalAddCPCommand] time [3 ms] customer ID [-2147483648] operation stack [N/A]
com.mercury.topaz.cmdb.server.manage.dal.CmdbDalException: [ErrorCode [-2147483648] undefined error code]
Error adding Content Pack Version [16.00.139] to database

Any ideas?

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Micro Focus Expert
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Re: uCMDB 10.20, 10.21 : Internal error occurred on logon page after reinstall

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The errors you posted are because in the content directory for the server, there are zip files that do not conform to the standard package zip (probably the instructions weren't followed while installing).

The fastest way to get your server back is to:

  1. Restore from backup you took before running the upgrade
  2. Try connecting to the database after the backup has been restored
Hope this helps,
Keith Paschal
UCMDB Worldwide Support Lead
Micro Focus Support
If you find this or any post resolves your issue, please be sure to mark it as an accepted solution."

Click the KUDOS star on the left to say 'Thanks'

View solution in original post

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