EIM/WIM Login Page Troubleshooting

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(Replaced content with "This page has been merged with the [http://docwiki.cisco.com/wiki/EIM/WIM_4.3(x)_Troubleshooting_Training EIM/WIM 4.3(x) Troubleshooting Training] article.")
 
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= Purpose  =
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This page has been merged with the [http://docwiki.cisco.com/wiki/EIM/WIM_4.3(x)_Troubleshooting_Training EIM/WIM 4.3(x) Troubleshooting Training] article.
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This wiki page explains various issues with loading the login page for EIM/WIM Release 4.3(x), regardless of partition ID. It reinforces the relationship between the Web Server, Application Server, and File Server components.
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= You are not authorized to view this page  =
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You may encounter two slightly different flavors of "You are not authorized to view this page." While they are technically independent of partition ID, assume one impacts the partitionID 0 (system) and a different one impacts partitionID 1 (default).
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Start by loading the default partition login page. With default installation settings, you can access this&nbsp;page&nbsp;by typing <nowiki>http://<webserver>/default</nowiki> into your web browser.
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== "...using the credentials that you supplied."  ==
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Assume that our default partition gives the following error:
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[[Image:IisPermissions.png]]
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== "...due to the access control list (ACL) that is configured for this resource on the Web server."  ==
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Next, try the System Partition at <nowiki>http://<webserver>/system</nowiki>. Assume that it gives&nbsp;the following&nbsp;error:
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[[Image:ACL.png]]
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= Current Status  =
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* Default partition: <span style="color:#ff0000">Permission error "...using the credentials that you supplied."</span>
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* System partition: <span style="color:#ff0000">Permission error "...due to the access control list (ACL) that is configured for this resource on the Web server."</span>
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== Problem Isolation  ==
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Two different permission-related problems in IIS. As a simple first step, try to reset IIS.
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[[Image:CycleIIS.png]]
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Assume the problem scenarios remain the same. When you type <nowiki>http://<webserver>/default</nowiki> into your web browser, IIS pulls content from the Cisco UNC share on the File Server. Load IIS Manager from '''Start '''&gt; '''Control Panel '''&gt; '''Administrative Tools '''&gt; '''IIS Manager '''and expand out the tree to Web Sites &gt; Default Web Site &gt; Default. In here, you should see the file structure on the File Server. Can you see the files, or do you receive&nbsp;the following&nbsp;error?
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[[Image:CiscoShare.png]]
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<br>
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== IIS "Connect As..." Permissions  ==
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If you receive the "''You have been denied access to this machine''"&nbsp;error, then IIS is unable to read the Cisco Share on the File Server. First make a note of what user IIS is using to connect to the File Server. Right-click '''Default '''&gt; '''Properties '''&gt; '''Virtual Directory '''tab &gt; '''Connect As...'''
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[[Image:IisConnectAs.png]]
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Next, go to the File Server and check the sharing permissions on the folder C:\CIM. If your sharing permissions resemble the following image, then you have a problem.
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[[Image:CiscoPermissions.png]]
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Ensure that the user configured in IIS for "Connect As..." has Full Control over this share.
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[[Image:FullControl.png]]
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Now, refresh the IIS view for default. You should now see the C:\CIM\eService folder structure from the File Server.<br>[[Image:Iis.png]]
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== IIS ACL Error Resolved!  ==
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Now try to load the default partition from the Agent Desktop. You should still receive the same error: "...using the credentials that you supplied."<br>But if you load the System partition, the login page loads successfully! '''This means that the "ACL" error message was referring to the lack of permission for the IIS user to connect to the File Server's Cisco share.'''
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= Updated status =
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* Default partition: <span style="color:#ff0000">Permission error "...using the credentials that you supplied."</span>
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* System partition: <span style="color:#008000">Loads successfully.</span>
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== IIS Anonymous Access User  ==
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When a page is loaded from the web browser, IIS uses a specific user for Anonymous Access. To analyze why the Default partition login screen is not loading, check to make sure your settings are enabled as displayed in the following graphic&nbsp;and that&nbsp;the correct user is set in IIS: Right-click '''Default '''&gt; '''Properties '''&gt; '''Directory Security '''tab &gt; '''Authentication and Access Control '''&gt; '''Edit'''.
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[[Image:AuthMethods.png]]
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Once you have checked the "Enable anonymous access" box, and verified that the correct user appears in the User name field, verify the password for this user.
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[[Image:ResetPass.png]]
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Now, return to your Agent Desktop and try to load the default partition. If you still see permission issues, it may be because the URL is redirected to partitionId=1 before failing.
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[[Image:IisPermissions3.png]]
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== IIS Permissions Resolved!  ==
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Reset the Anonymous Access password for the system directory in IIS too. Now the default partition&nbsp;will be successfully resolved.&nbsp;While you have corrected the permission issues on IIS, you may face another problem loading the login page.
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[[Image:Appserver.png]]
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= Cisco Interaction Manager Error  =
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Note where it says that the error occurs '''connecting to the Application Server from the Web Server.''' Try to bypass the Web Server and connect directly to the default partition on the Application Server with the following link: <nowiki>http://<appserver>:9001/system/web/view/platform/common/login/root.jsp?partitionid=1</nowiki>
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[[Image:BypassWeb.png]]
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== Application Server  ==
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If the page still does not load, then the Web Server component is not the reason for the error. It could be the Application Server. The primary purpose of the Application Server is the JBoss server, which runs as a single Java.exe process consuming ~270MB. Check the Task Manager to confirm this process is running.
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[[Image:BadJava.png]]
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Cisco Service.exe has started a Java.exe but it is only using 20MB. Something is wrong with JBoss.
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== Troubleshooting JBoss  ==
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For this Wiki post, assume that your JBoss instance name is "cisco." Navigate to C:\jboss-4.2.3.GA\server\cisco\log to check the boot.log. Does the file show any sign of startup? ''20:38:44,523 DEBUG [Server] Shutdown hook added'' It appears that the file ended after a Shutdown was initiated.
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Try recreating the JBoss instance. This should not be necessary in 4.3(2) if NULL PERSISTENCE from the 4.3(2) release notes has been correctly configured to address CSCth85857. But let's be certain by running through those steps again.
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#Stop the Cisco Service and ensure the Java.exe process is terminated.
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#Browse to the JBoss_Home &gt; server folder. Do the following:
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##Delete the folder of the JBoss instance used by Cisco Interaction Manager. In our case, it is "cisco"
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##Locate the folder default, right-click it, and select '''Copy'''.
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##Paste the folder in the same location, JBoss_Home &gt; server.
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##Rename the newly copied folder to "cisco"
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#Browse to JBoss_Home &gt; server &gt; JBoss_Instance_Name &gt; deploy &gt; jms. Do the following:
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##Locate and delete the hsqldb-jdbc2-service.xml file.
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##From the Training Lab File Share, from the Post_Install\Null Persistence folder, copy and paste the null-persistence-service.xml file in this folder.
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#Start the Cisco Service and check that the Java.exe process starts.
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The fix is applied, but the Java.exe still remains at 20MB memory usage. Note that all of the JBoss folders/files were not properly created in the fresh new instance when the Cisco Service was started, and no boot.log has been written. Are there any other instance folders in C:\jboss-4.2.3.GA\server?<br>[[Image:WrongName.png]]
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Check the boot.log in C:\jboss-4.2.3.GA\server\wrongName\log. ''22:37:13,393 DEBUG [UnifiedLoaderRepository3] Failed to update pkgs for cl=org.jboss.mx.loading.UnifiedClassLoader3@12a3722{ url=file:/C:/jboss-4.2.3.GA/server/wrongName/conf/ ,addedOrder=1}'' java.io.FileNotFoundException: C:\jboss-4.2.3.GA\server\wrongName\conf (The system cannot find the file specified)
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= Updated Status  =
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The Cisco Service is trying to start the Application Server from the wrong folder. Since you had not previously copied the contents from a "default" folder and named it "wrongName", there is no conf folder, so JBoss cannot create the new instance.
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Now, where is this instance defined? There aren't many files on the Application Server, so search C:\CIM\eService for files containing the string "INSTANCE_NAME"
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[[Image:Instance name.png]]
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== Setenv Batch Files  ==
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You will&nbsp;see&nbsp;four&nbsp;.bat files, all in the same directory: C:\CIM\eService\bin\platform\windows. In setenv.bat verify that the INSTANCE_NAME is set correctly as "cisco".
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[[Image:Setenv.png]]
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When the Cisco Service runs on an Application Server, it actually calls a .bat file on the File Server. Navigate to the same directory on the File Server machine. You should see a setenv file for each Application Server. In this file, verify that the INSTANCE_NAME is set incorrectly.
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[[Image:SetenvFile.png]]
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Set it to "cisco" and save. Return to the Application Server, stop the Cisco Service and Java process, then start the Cisco Service.
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[[Image:Jbossrunning.png]]
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= JBoss Startup Successful!  =
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Return to your Agent Desktop and attempt to load the Default Partition. The Cisco Interaction Manager's Log&nbsp;In should now display correctly.
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[[Image:Success.png]]
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[[Category:Unified_Email/Web_Interaction_Manager]]
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Latest revision as of 22:54, 21 November 2011

This page has been merged with the EIM/WIM 4.3(x) Troubleshooting Training article.

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