Troubleshooting

This section of the Host Integrator Server Reference provides tips for troubleshooting problems you may encounter with the Administrative WebStation or Host Integrator Server.

If you encounter a problem not listed here, general troubleshooting techniques can often resolve the problem.

Administrative WebStation Problems

Paging away from the Administrative WebStation

The navigation tree is not displayed properly

Online help is not displayed on a Windows XP SP2 system

Help system search window is not visible with first request

Domain or servers do not appear in the navigation tree

Server configuration appears to have disappeared

View session window has display problems

Cannot connect to servers after AADS has been stopped and restarted

Server Connection Problems

Allocated session timed out waiting for client connection

Server unavailable while creating pooled sessions

TCP Delay on Windows 2003 servers

Problems with Models

Invalid model names

Error Messages

Clicking Restart causes a "Server not running" error message

Selecting more than one session pool name generates a JavaScript error message

Error messages reappear when the Administrative WebStation configuration is saved

Web Server Issues

ServletExec problems

Paging away from the Administrative WebStation

If your browser pages away from the Administrative WebStation, you will still be logged on when you page back to it, as long as you return before the WebStation session times out. The Administrative WebStation session timeout for view mode sessions is determined by the servlet runner. If you close your browser or page away while the Administrative WebStation is in configure mode, you may lose your unsaved configuration changes.

Note: You should not use your browser's back and forward buttons to navigate through the Administrative WebStation; use the navigation tree instead. You also should not close your browser without first logging out from the Administrative WebStation.

The Administrative WebStation navigation tree is not displayed properly

If the message "please wait" is displayed for a long time after you click in item on the navigation tree or if items in the navigation tree are misaligned, click your browser's Refresh button.

Online help is not displayed on a Windows XP SP2 system

Windows XP service pack 2 prevents Verastream's online help from opening correctly. You'll see a message at the top of the screen stating "To help protect your security, Internet Explorer has restricted this file from showing active content that could access your computer. Click here for options..."

The most dependable way to solve this problem is to change the following setting:

On the Internet Explorer Window, select Tools > Internet Options > Advanced Tab > Security, then enable "Allow active content to run in files on My Computer."

Help system search window is not visible with first request

With Java versions earlier than 1.5, the online help search window is not visible when first invoked in an Administrative WebStation or Design Tool session. For the first search request, the search window is opened in back of the help window. The search window will operate as expected for subsequent requests.

Domains or servers do not appear in the Administrative WebStation navigation tree

AADS is notified whenever a server is installed, uninstalled, started, or shut down. If you have recently moved a server to another machine, or changed its name or IP address, the Administrative WebStation and data objects may not be able to connect to it. This can happen if AADS is no longer able to find the server, or the Administrative WebStation is unable to connect to a server by its new name or IP address. Whenever you want move a server to a different machine, you should uninstall it and then reinstall it.

Server configuration appears to have disappeared

If previously-displayed server configuration information is not displayed in the Administrative WebStation, there may be a problem with the server configuration file. This can happen when the Server is started and the server configuration file is corrupt or missing or an item listed in the server configuration file, such as a model, is corrupt or missing.

If you encounter this situation, do not immediately try to resolve the problem by making configuration changes and saving your configuration. Doing so will overwrite your original configuration, which you may be able to repair. Instead, search the log for error 2606, "An error occurred reading settings file". Errors listed immediately after this error indicate the files that are missing or corrupted. Once these files are repaired or replaced, you should be able to restart the Server and restore your original configuration.

View session window has display problems

If the view session window displays incorrectly, for example, the window has horizontal stripes or the fonts overlap each other, reduce the size of the display font in your browser.

Cannot connect to servers after AADS has been stopped and restarted

Whenever AADS is stopped and restarted, any authorizations in place at that time become invalid. As a general rule, whenever AADS is stopped and restarted, you must also restart the Administrative WebStation before you can connect to any Host Integrator Servers.

Invalid model names

Model name and folder name must be the same: As of Version 5.5, the .model file must be in a folder with the same name. If you try to open a model with a folder name that is different, you'll see this message on a Windows system: "<model> is not a valid model name. Please check the name and model path for accuracy."

Case sensitivity: When you save a model in the Design Tool, it is stored to a folder with the same name and case as the model. After deploying the model on a UNIX system, you may see a message that the model name is invalid. Make sure the case of the folder name and the model name match. This is not an issue on Windows systems since the Windows file system is not case-sensitive.

Clicking Restart causes a "Server not running" error message

After you click Restart, a message appears telling you to reselect the server name in the navigation tree to update the server status. If you click the server name immediately after you click Restart, a "Server not running" error message is displayed. If this happens, wait a few moments and then select the server name again.

Selecting more than one session pool name generates a JavaScript error message

In the Session Pools panel, using [Shift] or [Ctrl] to select more than one session pool generates a JavaScript error message. If this happens, click OK to dismiss the error message and continue working.

Error messages reappear when the Administrative WebStation configuration is saved

If the Administrative WebStation reports an error, you must resolve that error before you can save your configuration. The WebStation will allow you to submit changes while an error condition exists, but when you try to save your configuration, the error message will appear again.

ServletExec problems

When you run the console on Servlet Exec, the maximum heap size should be set to 30 MB to prevent problems displaying large amounts of data, such as large tables. By default, ServletExec doesn't run the Java Virtual Machine with enough heap space.

Allocated session timed out waiting for client connection.

This is caused when the IP address of a Host Integrator Server changes after it has been started. The most likely cause is that the server briefly lost contact with the network, and when the connection was reestablished, the server was assigned a new IP address, different from the one it had upon startup. This can also happen if a server is reassigned a new IP address by DHCP dynamically after starting. To solve the problem, stop and restart the affected servers. Be sure that any machines running Host Integrator Servers retain the same IP address from the time they are started until they are stopped.

Windows 2003 Server and TCP Delay May Affect Verastream Performance

When using Verastream Host Integrator on Windows Server 2003 or Windows XP, performance may slow because of a TCP delay in acknowledgement (ACK) responses. This delay is the result of the Windows implementation of TCP, which can add 200 milliseconds in delayed ACK responses under certain conditions that for most applications are unnecessary. This delay can cause an application communicating over TCP to be two to four times slower than it would be if the delays were removed. To address this problem see the information on the Microsoft web site: http://support.microsoft.com/kb/328890.

General Troubleshooting Tips

For any problems not listed above, try the following steps to resolve the problem:

  1. Click the browser's Refresh or Reload button.

  2. Log out of the Administrative WebStation and then and log back in.

  3. End the Administrative WebStation browser session and start a new browser session.

  4. Stop and start the Administrative WebStation on the computer where itís installed.
  5. Start and stop the Host Integrator Server(s).

If you continue to experience difficulties, contact your Verastream Business Partner or technical support.