DCE v7.5.0 Application Bug/Java Exception

DCIM_Support · ‎2020-07-05

This question was originally posted on DCIM Support by Iván González Borraz on 2018-09-27

Hi all,

We have a DCE system (v.7.5.0) with the following problem:

1.- When doing a double click on an active alarm to see its detail , the application throws this error (see the screen)

2.- We reboot the virtual machine to see if it corrects and the DCE stays in an infinite boot loop (see the screen)

At the moment we are waiting for a backup of the VM to be restored, to put the system back into production

Has it ever happened, something similar?

Thanks,

DCIM_Support · ‎2020-07-05

This answer was originally posted on DCIM Support by Steven Marchetti on 2018-09-27

Hi Ivan,

I can't say that this is anything that I've seen before. Just by the fact that you rebooted and the server didn't appear to fully reboot points to a server side issue but without more detail I can't say what causes the client message or if it would be the same as the server log. It is quite likely that after some brief troubleshooting, tech support would have suggested a similar approach by re-deploying and importing a backup.

If the issue returns however, this may be something a little more in-depth than is usually handled for DCE on this forum and you, or more specifically your customer, might want to contact tech support directly while experiencing the issue so they can gather detail, logs, etc. in a more timely manner.

Steve

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-09-27

Hi Steve,

Is there any way to access the server log, when it is in this state?

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-09-27

Hi Ivan,

The web page appeared to not have the link so you can try:

http://dcecruz.bjumper.com/capturelogs. Delete any existing logs and create a new archive. There is not much here that is user friendly and I'd still suggest working with support on this.

Other than that, the only way to obtain the logs would be with root access. We do not provide this to customers so again, it would require direct tech support contact. They may be able to (with the customer's permission) remotely access the server and get in to access the logs.

Steve

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-09-27

Hi Steve,

It does not let me access the logs (see the screen)

I have opened a case in support this morning, I am waiting for an answer.

Any more ideas?

Thank you anyway

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by spezialist on 2018-09-27

Dear Iván González Borraz,

With the above Java error in the DCE-client, I have not yet encountered.

Can you clarify after what changes/events occurred the above error? How long did the DCE-server work without rebooting?

In any case, I'm curious to know if you can restore the DCE-server from a backup.

With respect.

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-09-27

Hi,

The error occurred when seeing the detail of an alarm that did not return to its normal value after the threshold fell. (There were no previous configuration changes)

The server was operational after the error and manually restarted.

From here the server died.

I am crossing the fingers so that the restoration of the VM backup works and starts normally.

DCIM_Support · ‎2020-07-05

This answer was originally posted on DCIM Support by Iván González Borraz on 2018-09-27

Hi all,

Here attach the DCE Client Log, In case it throws some light

Thanks,

DCE Client log.zip

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-09-27

Hi Ivan,

There really isn't anything I can tell from these client logs, simply looks like it can't pull the proper data from the server. Since the server is having issues and can't boot, that would seem logical anyway. It's a server side issue and your local support team will have to help you with the logs.

Steve

DCIM_Support · ‎2020-07-05

This answer was originally posted on DCIM Support by Iván González Borraz on 2018-09-27

Hi all,

I just had the bad news.

The existing VM level backup (15d retention) has the same problem after its restore.

the problem has been hidden for a long time, and until the server was restarted, it was not known.

I hope support answer, but any idea arrived at this point will be welcome.

Thanks,

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by spezialist on 2018-09-27

Dear Iván González Borraz,

Please, open the VMware console of the DCE virtual machine and restart it. Look carefully at the process of booting the DCE-server, what are there visible problems? What messages/errors stops the process of booting a DCE-server?

From your comments:

The existing VM level backup (15d retention) has the same problem after its restore.

Do you mean backup using native VMware vSphere tools or native DCE-server backup?

Try create a clean virtual machine DCE-7.5.0 from the provided SE ova-file (the MAC address must be the same). And then deploy a full backup (native DCE-server full backup) to this virtual machine. Then it will be possible to see if the above problem will again appear or not?

With respect.

Then create a clean virtual machine DCE-7.5.0 from the provided SE ova-file (the MAC address must be the same). And then deploy a full backup to this virtual machine. Then it will be possible to see if the above problem will again appear or not?

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-10-01

Hello,

I attach the screenshots of the console during startup

see something?

The existing Backup is from the VMware backup tool. (full VM) There is no backup of files at the DCE level.

Thanks,

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by spezialist on 2018-10-01

Dear Iván González Borraz,

From your comment:

...The existing Backup is from the VMware backup tool. (full VM) There is no backup of files at the DCE level.

This is very very bad. You probably already are convinced this...

Your first screenshot is a screenshot of the start the booting of the DCE-server. But your second screenshot is a screenshot of the completion the process of restarting the DCE-server (it shows that the system processes STOP).

Can you confirm that the process of booting the DCE-server ends normally? After the successful booting of the DCE-server, what is displayed on the console?

With respect.

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-10-01

Hi,

If I know it is very bad...

The boot process finishes and gives me pront to system login (apc info) attached screen

The DCE client says it is booting.

The DCE Wed client stays in an infinite loop with this screen

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by spezialist on 2018-10-07

Dear Iván González Borraz,

Tell us, please, did you solve your problem or not?

Recently, a new version of DCE-7.6.0 has been released:

With respect.

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-10-08

Thanks for the information, but it is not resolved yet.

I'm waiting for support response

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by spezialist on 2018-10-08

Ok, if there is news on your support case (you opened it by contacting =SE= local techsupport?), it will be interesting to me.

With respect.

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-10-08

Hi,

I opened it via web

incident in the Schneider system (N.52382872) (ref: _00DA0abSm._5001Hqm6Z8: ref)

Thanks,

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-10-08

Hi Ivan,

i saw that you had opened an email ticket and we’ve requested that local support get back to you. Just an FYI, a phone call to support is usually much quicker.

Steve.

DCIM_Support · ‎2020-07-05

This comment was originally posted on DCIM Support by Iván González Borraz on 2018-10-08

Thanks Steve,

They contacted me last week, they are analyzing information that I sent them.

DCIM_Support · ‎2020-07-05

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