Application and Startup
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      Basic Application-Startup Troubleshooting

      This article covers basic issues and troubleshooting related to application access and startup. This article primarily addresses linux platforms. Windows OS troubleshooting will have the same steps but CLI commands will vary.

      There are 3 primary servers that must be "Up" in order to use the application

      • Database server: The "owaredb" service controls the database server. The database server stores all user and network information. 
      • Application Server: The "oware" service controls the application server. The application server handles all request to and from the network as well as interactions with the Web server. The Application server is the primary server that communicates with the database.
      • Web server: The "synergy" service controls the web server. The web server provides the Graphical User interface.

      If the application is not accessible, any one of these may be at the root  of the problem. This article will help isolate which server is the problem. These troubleshooting steps assume that the server or VM where the application is installed is reachable via CLI or GUI.  If it is not, then there  is a network issue that must be resolved first.

      Check the server status 

      Start by accessing the server of VM via CLI. Use a tool like putty and login with your server credentials. If using the Cruz OVA, the username is synergy and password is synergyP@$$.  

      1. Check Db server status or stop or start =============================

      CLI cmd --> sudo service owaredb status | stop | start 

      • If Db server is up and active, verify DB connectivity      

      CLI cmd -->  pingdb -u oware -pdorado  (note: these are the default username and password) 

      If pingdb is successful, check the Application server. (Step 2)                  

      •        If Db service will not start:
        • Has the VM or server IP changed? If it has, the Application must also have it settings updated in order to bind to the new IP.              

      CLI cmd -->  ipaddresschange -n x.x.x.x (where x.x.x.x is the new ipaddress)

                                          Restart the server or VM. Use the commands outlined in this article to                                                   check individual server status or startup progress.  

        • Other Database startup issues may require advanced Database knowledge as well deeper application knowledge. 
          • Capture logs and submit to support team here.  
          • To Capture logs:

      CLI cmd -->  getlogs

       Or refer to this article           

      NOTE: If reviewing logs, look for java exceptions or indications that might indicate a port or other application conflict where the db cannot bind to a port port or another database instance is running               

      2. Check Application server status or stop or start ========================

              CLI cmd --> sudo service oware status | stop | start 

      • If Server will not start check the log file at <installpath>/oware/jboss-5.1/server/oware/log or  Capture and submit logs as described for  "Db Server"
        • Did the application license expire? Search the logfile for keyword "CheckServerLicense" 
        • You may see something like this if the license is close to expiring. Numerous Application alerts would also be present in the UI within 30 day of an expiring license.

                       ======================================================

                       APPLICATION SERVER WARNING

                        Application Server License Will Expire

                        In 1 Days, 22 Hours, 59 Minutes

                        Contact SUPPORT

               ======================================================

      • If your  the license has expired the application will fail to start beginning at 12 midnight

        on the last day of the license and the server will show:

        =====================================================

                 APPLICATION SERVER ERROR

                  Application Server License Not Found

                 Contact SUPPORT

                  Beginning Server Shutdown

         ======================================================

      • Capture this log and submit to support team here   or contact you sales rep to renew you license
      • For other issues, Application server log review may require advanced knowledge or expertise to interpret effectively.
      • Capture logs and submit to support team here.  
      • To Capture logs:
        • CLI cmd -->  getlogs

      NOTE: If  reviewing logs, look for java exceptions or indications that might indicate a port or other application conflict. For example the application server needs to bind to SNMP related ports. If there is another SNMP tool installed , it may prevent the application server from starting.

      3. Check Web server status or stop or start =======================   

      CLI cmd --> sudo service synergy status | stop | start 

      • Issues with web server may be found in the web server log file.
          log files:   <installpath>/oware/synergy/tomcat-7.0.70/logs
      • Web server log review may require advanced knowledge or expertise to interpret effectively.  
      • Capture logs and submit to support team here.  
      • To Capture logs:
        • CLI cmd -->  getlogs

      NOTE: If  reviewing logs, look for java exceptions or indications that might indicate a port or other application conflict.