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Troubleshooting Live Reporting issues

Addressing Deadlock Issues in Live Reporting

Issue symptom

The  yellowfin.log file shows the following error message:

ERROR (DBAction:doSelect) - Error occured selecting data: java.sql.SQLException: Transaction (Process ID 53) was deadlocked on
lock resources with another process and has been chosen as the deadlock victim. Rerun the transaction.

Issue scope

Yellowfin logs detect database transaction deadlock messages.

Issue resolution

This issue arises when the Yellowfin's Microsoft SQL Server database does not have the ALLOW_SNAPSHOT_ISOLATION and SET READ_COMMITTED_SNAPSHOT options enabled. To resolve this, please refer to the steps outlined in the knowledge article provided.


Addressing Launching Problems in Live Reporting

The Live Reporting page fails to cross-launch from the TrueSight Server Automation console and displays the "Failed to create session" error message. This topic helps you to investigate and troubleshoot issues related to launching of Live Reporting.

Issue symptoms

From the TrueSight Server Automation console, when you attempt to launch Live Reporting, the Live Reporting page fails to launch.

image2020-9-25_14-21-40.png

The following error message is displayed:

image2020-9-1_17-44-21.png

Issue scope

  • The issue might occur when connected to any or specific Application Servers.
  • This issue might affect all the TrueSight Server Automation users or roles or be confined to specific users or roles.

Diagnosing and reporting an issue

Task

Action

Steps

Reference

1

Understand the problem scope.

  • Verify whether the problem occurs with all the Application Servers or specific Application Servers.
  • Verify whether the problem affects multiple users and roles or a specific user or role.


2

Identify the recent changes.

Check when the Live Reporting page was successfully launched and whether any of these changes were made after that successful launch:

  • TrueSight Server Automation upgrade to a new version
  • Live Reporting upgrade to a new version

Refer to the details given in the Reference section to find out the version of TrueSight Server Automation and Live Reporting.

The Live Reporting version installed can be obtained by checking the contents of the version file.

This file is located on the Live Reporting server under the application installation path. For example,

/opt/bmc/live_reporting/version

To know the version of TrueSight Server Automation, do the following:

  1. On the TrueSight Server Automation console, navigate to Configuration > Infrastructure Management.
  2. Expand Application Servers, select one and check for BLMANAGER in the right pane.

3

Identify and locate the Application Server log files.



When the Live Reporting page is launched, the events are logged to the Application Server logs. Those are located in the installDirectory/br/ directory on the Application Server: 

  • appserver.log*    
  • console.log*

*These log file names are of the default Application Server deployment. If you have multiple Application Server deployments, the log file names are prefixed with the name of the deployment connected with an underscore. For example, jobservera_appserver.log and jobserverb_console.log

4

Review the console.log and appserver.log files

Review the Application Server logs for the events from attempting to launch the Live Reporting page. These events are prefaced with the following string:

[Client] LiveReporting:

For example:

  • [INFO][Client] LiveReporting: URL exists:- https://live_reporting_server:8443
  • [INFO][Client] LiveReporting: Checking if User exists in YellowFin REPORT_ADMIN


5

Review the specific error message found in the Application Server logs.

Do the following:

  1. Analyze the error messages in the log files.
  2. Review the information in the "Resolutions for common issues" section to troubleshoot the common issues that might occur with Live Reporting launching.
  3. If you are unable to identify and resolve the problem, create a BMC Support Case.


6

Create a BMC Support Case.

Provide the following information and log files when creating a case with BMC Customer Support:

  • Scope of the issue as identified in step 1
  • Environment information as identified in step 2
  • Application Server logs captured in step 3
  • Date and Time of a recent failed attempt to launch the Live Reporting page


Resolutions for common issues

Symptom

Action

Reference

The following error is logged in the Application Server logs corresponding to a failed attempt to launch the Live Reporting page:

SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: java.security.cert.CertPathBuilderException: Could not build a validated path.

Indicates that the Live Reporting certificate (yellowfin.cer) is not trusted by the TrueSight Server Automation Server.

Import the certificate into cacerts truststore. See the referenced knowledge article for details.

The following error is logged in the Application Server logs corresponding to a failed attempt to launch the Live Reporting page:

Invalid element in com.hof.mi.web.service.AdministrationServiceRequest - cacheCommands

Indicates the yellowfin version is lower than expected by the Application Server. The License Update Utility flags this version discrepancy while updating the license. Do the following:

  1. Upgrade Live Reporting to the right version.
  2. Use the correct license update method.

See the referenced knowledge article for details on both the scenarios.

The following error is logged in the Application Server logs corresponding to a failed attempt to launch the Live Reporting page:

javax.net.ssl.SSLException: Received fatal alert: protocol_version

Indicates the TLS protocol version used by the Application Server to launch Live Reporting page differs. Update the Application Server arguments to use the matching TLS version.

See the referenced knowledge article for details.

The following error is logged in the Application Server logs corresponding to a failed attempt to launch the Live Reporting page:

Configuration Manager cannot launch a browser.  Please check Yellowfin Server.
And this error is found in Yellowfin.log in Live Reporting server
(AdministrationService:invoke) - WebserviceException caught: 25(COULD_NOT_AUTHENTICATE_USER)

Indicates that the Automation Principal (REPORT_ADMIN) fails to authenticate with Live Reporting.

Confirm that the correct password is set on the Automation Principal.

See the referenced knowledge article for details.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

TrueSight Server Automation 24.4