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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..
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Suite Administration Access with ':( error 500'

Hi,

After well done setup (without any mistake), I follow the Suite Administration URL (https://.../bo?ACCOUNTID=10000), I fill in login/password (with the default "sysadmin" account), and I have got a big red 500 error :

:( Error 500

Internal Server Error

 

and I can not go further.

 

On portail ITOM Suite, all pods are started, and I do not see any error.

Do you know where's the mistake ?

In advance thank you.

Eric

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12 Replies
Micro Focus Expert
Micro Focus Expert

Re: Suite Administration Access with ':( error 500'

Eric,

The default user to connect to the Suite Admin is suite-admin.

Best regards,

Brindusa

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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..

Re: Suite Administration Access with ':( error 500'

Yeah, suite-admin, my mistake on the post. My tries were with suite-admin account.
Is there any other log to see why i got this internal error ?
In CDF, I don’t see anything.
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Micro Focus Expert
Micro Focus Expert

Re: Suite Administration Access with ':( error 500'

hi @etravella,

We met the same issue before, and following code helped:

 

#!/bin/bash -f
namespace=`kubectl get ns | grep itsma |cut -f1 -d " "`
list() {
echo itom-bo-login-deployment
echo itom-bo-ats-deployment
echo itom-bo-config-deployment
echo itom-bo-facade-deployment
echo itom-bo-license-deployment
echo itom-bo-postgres-deployment
echo itom-bo-reset-password-deployment
echo itom-bo-user-deployment
echo itom-bo-user-offline-deployment
echo itom-xruntime-gateway
}
for i in `list`
do
  kubectl get pods -n $namespace |grep $i |cut -f1 -d " " |xargs  kubectl delete pod -n $namespace
done

The idea is to restart the pods. And if it doesn't work, you can try following which restart more pods.

#restart CDF
cd /opt/kubernetes/
./update_kubevaulttoken
./kube-redeploy.sh

#generate the script to restart bo related pods
kubectl get pods --all-namespaces --show-all | awk -F " *|/" '$5!="Completed" {print $0}' | grep itom-bo | awk -F " " '$1!="NAMESPACE" {print "kubectl delete pod " $2 " -n " $1}' > restart-bo.sh

#generate the script to restart x-runtime related pods
kubectl get pods --all-namespaces --show-all | awk -F " *|/" '$5!="Completed" {print $0}' | grep itom-xrun| awk -F " " '$1!="NAMESPACE" {print "kubectl delete pod " $2 " -n " $1}' > restart-xrun.sh

#run the shell
chmod 700 restart-bo.sh
chmod 700 restart-xrun.sh
./restart-bo.sh
./restart-xrun.sh

Let me know if it helps,

Ling-Yan

 

 

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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..

Re: Suite Administration Access with ':( error 500'

Thank you for your answer.

But, in every command using "kubectl", you use it with "delete" param. By launching the two .sh files, i understand that you launch pods deleting without re-creating after. So after launching the first script that you share me, is it good to launch "kubectl restart" command ?

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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..

Re: Suite Administration Access with ':( error 500'

And when I execute this line :

./update_kubevaulttoken

 

I get this this answer :

The existing vault token has not expired

 

Is it normal ?

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Micro Focus Expert
Micro Focus Expert

Re: Suite Administration Access with ':( error 500'

Hi @etravella,

when you run kubectl delete, it will restart the pod instead of "delete" the pod, no more restart command is needed.

Regards,

Ling-Yan

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Micro Focus Expert
Micro Focus Expert

Re: Suite Administration Access with ':( error 500'

Hi @etravella,

That's normal, please just follow the steps I listed.

Thanks,
Ling-Yan

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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..

Re: Suite Administration Access with ':( error 500'

Ok, thank you for your answer.

I followed your steps, waited that all pods are well restarted (by seeing with this command "kubectl get pods -n itsma"), and now I have the same error ':( Error 500 - Internal Server Error' but with this explanation :

 

Error querying user from BO: I/O error on POST request for "http://itom-bo-user-svc:31028/user/query": Connect to itom-bo-user-svc:31028 [itom-bo-user-svc/172.78.78.101] failed: Connection timed out (Connection timed out); nested exception is org.apache.http.conn.HttpHostConnectException: Connect to itom-bo-user-svc:31028 [itom-bo-user-svc/172.78.78.101] failed: Connection timed out (Connection timed out)

 

Before your steps, I did not see this message.

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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..

Re: Suite Administration Access with ':( error 500'

I tried again, and now I have the same 500 error without explanation, like my first message of this post.

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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..

Re: Suite Administration Access with ':( error 500'

Hi @lingyanmeng,

Do you have an other idea to try to fix this issue ?

I did the setup from the beginning, still the 500 error, so I followed your steps, and still the same error.

In advance, thank you.

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Micro Focus Expert
Micro Focus Expert

Re: Suite Administration Access with ':( error 500'

hi @etravella,

You may try the solution listed:

https://docs.software.hpe.com/wiki/display/ITSMA201711X/Service+Management+Automation+Troubleshooting

If it still not works, I would suggest you have an official support ticket for it.

Best regards,

Ling-Yan

 

 

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Trusted Contributor.. etravella Trusted Contributor..
Trusted Contributor..

Re: Suite Administration Access with ':( error 500'

Hi @lingyanmeng

Thank you for your help. I checked all issues from the troubleshoot web site of SMA 2017.11.

 

I found several logs on NFS server witch contain the same information (error in fact) about the LW-SSO security.

When I setup the suite, no setting is configured to set up the LW-SSO, but this error tells me the opposite :

 

2018-01-09 14:41:35.798 ERROR 205 --- [http-nio-31024-exec-6] c.hp.hpsso.validators.ValidatorsInvoker  : VALIDATION: ValidatorsInvoker:runValidators stop running validators. Validator LW SSO Validator is mandatory and it had finished running with status Status: ID=9ZLW7qXd VALIDATION_USER_NOT_AUTHENTICATED: Validation: no SSO cookie on request (not authenticated) - more info: User must login initContextFromRequest - no SSO cookie on request (not authenticated).RequestURL is [http://ec2-XXX.XXX.XXX.XXX.eu-central-1.compute.amazonaws.com/bo/userProfile]; method [GET]; sessionId [null]; RequestQuery is [EMPTY];

2018-01-09 14:41:35.799  INFO 205 --- [http-nio-31024-exec-6] com.hpe.itsma.bo.common.security.BoSso   : Validation failed: invalide LWSSO token

2018-01-09 14:41:35.858  INFO 205 --- [http-nio-31024-exec-8] com.hpe.itsma.bo.common.security.BoSso   : start to remove lwsso cookie by hpSsoUtils ...

2018-01-09 14:41:35.858  INFO 205 --- [http-nio-31024-exec-8] com.hpe.itsma.bo.common.security.BoSso   : lwsso cookie removed

2018-01-09 14:41:35.858  INFO 205 --- [http-nio-31024-exec-8] c.h.i.b.g.c.AuthenticationController     : BO login - IDM orgs for login: TenantOrgs{mainOrg='sysbo', ldapOrg='null', samlOrg='null'}

2018-01-09 14:41:35.858  INFO 205 --- [http-nio-31024-exec-8] c.h.i.b.g.c.AuthenticationController     : BO login - login callback URL: https://ec2-XXX.XXX.XXX.XXX.eu-central-1.compute.amazonaws.com/bo/postBoLogin?returnUrl=https%3A%2F%2Fec2-XXX.XXX.XXX.XXX.eu-central-1.compute.amazonaws.com%2Fbo%2F

 

Is my problem come from here ?

 

In advance thank you.

Eric

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