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public:8097_issue:cannot_access_cbs_web_console [2020/11/25 18:44] (current)
edward.chan created
Line 1: Line 1:
 +=====  ISSUE: AhsayCBS web console cannot be accessed (browser keeps loading with no response) ​ =====
  
 +<​html>​
 + <​b>​
 +  Article ID</​b>:​ 8097
 + <​br>​
 + <​b>​
 +  Reviewed</​b>:​ 25/11/2020
 + <​br>​
 + <​br>​
 + <​b>​
 +  Product Version</​b>: ​
 + <​br>​
 + Ahsay Software: 8.1 or above
 + <​br>​
 + OS: Windows
 +</​html>​
 +
 +
 +===== Problem Description =====
 +<​html>​
 +AhsayCBS web console cannot be accessed, the web browser continues to load with no response.
 +<br>
 +<br>
 +Further checking on the cbs_context_YYYY-MM-DD.log,​ rdr_context_YYYY-MM-DD.log or rps_context_YYYY-MM-DD.log,​ the following initializing error messages were found:
 +<br>
 +
 +    <table border="​0"​ cellpadding="​0"​ cellspacing="​0"​ width="​90%">​
 +    <tr>
 +     <​td style="​BACKGROUND-COLOR:​ white">​
 +      <font size=2 color=black><​p style="​font-family:​courier;"> ​
 +DD-MMM-YYYY hh:mm:ss INFO [hostname-startStop-1] org.apache.catalina.core.ApplicationContext.log [ContextListener.contextInitialized - RDR] Start<​br>​
 +DD-MMM-YYYY hh:mm:ss SEVERE [hostname-startStop-1] org.apache.catalina.core.ApplicationContext.log [ContextListener.contextInitialized - RDR] Initializing Error<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;​java.lang.NullPointerException<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at com.ahsay.rdr.core.Config.parseLicense(Unknown Source)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at com.ahsay.rdr.core.Config.init(Unknown Source)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at com.ahsay.rdr.www.ContextListener.contextInitialized(Unknown Source)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at org.apache.catalina.core.StandardContext.listenerStart(StandardContext.java:​4699)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:​5165)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:​183)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:​1412)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:​1402)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at java.util.concurrent.FutureTask.run(FutureTask.java:​266)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:​1149)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:​624)<​br>​
 +&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;&​nbsp;​at java.lang.Thread.run(Thread.java:​748)
 +
 +</p>
 +     </​td>​
 +    </tr>
 +   </​table> ​  
 +
 +Note: The above error suggests that the RDR module of the AhsayCBS service cannot be initialized. ​  
 +</​html>​
 +
 +
 +
 +===== Cause =====
 +<​html>​
 +This issue can occur if the configuration file(s) of the CBS, RDR, or RPS module of AhsayCBS is corrupted.
 +</​html>​
 +
 +
 +
 +===== Resolution =====
 +<​html>​
 +According to the log files which you found the error (e.g. cbs_context_YYYY-MM-DD.log,​ rdr_context_YYYY-MM-DD.log or rps_context_YYYY-MM-DD.log),​ recover the corresponding configuration file(s) from the .1, .2, .3, or the subsequence files.
 +<br>
 +<br>
 +The config *.xml / *.json files can be found in the installation conf folder at %CBS-Install-Home%\conf
 +<br>
 +<br>
 +
 +In the above example, the error messages were found in the rdr_context_YYYY-MM-DD.log file, which suggests that the RDR module cannot be initialized. &​nbsp;​Therefore,​ we should take a look at the RDR module configuration files:
 +
 +<ul>
 +<​li><​font color=black>​rdr.json</​font></​li>​
 +<​li><​font color=black>​rdr.xml</​font></​li>​
 +<​li><​font color=black>​rdr-lic.json</​font></​li>​
 +<​li><​font color=black>​rdr-license.xml</​font></​li>​
 +</ul>
 +
 +
 +
 +
 +<ol>
 +
 +
 +<​li><​font color=black>​Check by opening the .json and .xml file(s) with a text editor to see if there is any strange character in the file.</​font></​li>​
 +<br>
 +
 +
 +<​li><​font color=black>​Check if the .json and .xml file(s) is empty (0 kb in size), which may suggests that the file is corrupted.</​font></​li>​
 +<br>
 +
 +
 +<​li><​font color=black>​For any corrupted config file(s), recover a previous version of the file by renaming .xml.1, .xml.2, .xml.3, or other subsequence xml file to .xml. &​nbsp;​For example, if the rdr.xml file is corrupted, then move the corrupted rdr.xml file out of the AhsayCBS installation conf folder, and rename rdr.xml.1 to rdr.xml.</​font></​li>​
 +<br>
 +<​li><​font color=black>​Restart the AhsayCBS service.</​font></​li></​ol>​
 +
 +
 +
 +
 +
 +
 +
 +</​html>​
 +
 +
 +===== Keywords =====
 +<​html>​
 +web, console, inaccessible,​ loading, load
 +
 +
 +</​html>​
public/8097_issue/cannot_access_cbs_web_console.txt · Last modified: 2020/11/25 18:44 by edward.chan