Solved: Finesse Agent can't sign in or change agent status ?

vinhsam1009 · ‎02-10-2017

I have a problem with finesse 10.5

Sometimes, finesse agent can't sign in https://localhost:8445/desktop/container/

Error code : 504

I must restart finesse tomcat service at uccx- pub + sub

Then sign in again successfully.

And I check log finesse (attach file)

Please suggest some troubleshooting steps.

Thanks

dekwan · ‎02-14-2017

Hi Lam,

To dig deeper into the bug/heap dump, please open a TAC case.

Thanx,

Denise

View solution in original post

dekwan · ‎02-12-2017

Hi,

You would actually want to take a look at the Desktop*.log to see the full picture during the time when the agent can't log in. Also, why is the url https://localhost:8445? It should be the Finesse FQDN and not localhost.

Looking at some of the logs in the file attached, there seems to be a lot of errors publishing the event. Maybe there is a network issue? This would explain the 504s.

Thanx,

Denise

vinhsam1009 · ‎02-13-2017

Hi, Denise Kwan

Localhost : my-ipaddress-server

That time, network still ok, not disconnect.

Error-Container-Desktop log :

0000000102: 10.96.254.122: Feb 11 2017 11:20:40.783 +0700: %CCBU_http-bio-8445-exec-5-3-CONFIG_UTIL_INSTANCE_EXCEPTION: %[exception=java.lang.Exception][request_method=Tabs object: {}]: An error has occurred when obtaining the config util instance

0000000103: 10.96.254.122: Feb 11 2017 11:20:40.784 +0700: %CCBU_http-bio-8445-exec-5-3-EXCEPTION_INFO: %[build_date=Jan 01, 1970 7:00 AM][build_type=rel][exception=java.lang.Exception

at com.cisco.ccbu.finesse.util.ConfigUtil.getLayoutJSON(ConfigUtil.java:346)

at com.cisco.ccbu.finesse.util.ConfigUtil.getConfig(ConfigUtil.java:189)

at org.apache.jsp.js.container.Config_js_jsp._jspService(Config_js_jsp.java:102)

at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:70)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:728)

at org.apache.jasper.servlet.JspServletWrapper.service(JspServletWrapper.java:432)

at org.apache.jasper.servlet.JspServlet.serviceJspFile(JspServlet.java:390)

at org.apache.jasper.servlet.JspServlet.service(JspServlet.java:334)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:728)

at sun.reflect.GeneratedMethodAccessor148.invoke(Unknown Source)

at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)

at java.lang.reflect.Method.invoke(Method.java:606)

at org.apache.catalina.security.SecurityUtil$1.run(SecurityUtil.java:277)

at org.apache.catalina.security.SecurityUtil$1.run(SecurityUtil.java:274)

at java.security.AccessController.doPrivileged(Native Method)

at javax.security.auth.Subject.doAsPrivileged(Subject.java:536)

at org.apache.catalina.security.SecurityUtil.execute(SecurityUtil.java:309)

at org.apache.catalina.security.SecurityUtil.doAsPrivilege(SecurityUtil.java:169)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:299)

at org.apache.catalina.core.ApplicationFilterChain.access$000(ApplicationFilterChain.java:57)

at org.apache.catalina.core.ApplicationFilterChain$1.run(ApplicationFilterChain.java:193)

at org.apache.catalina.core.ApplicationFilterChain$1.run(ApplicationFilterChain.java:189)

at java.security.AccessController.doPrivileged(Native Method)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)

at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:222)

at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:123)

at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:472)

at com.cisco.ccbu.finesse.valves.FinesseLoginValve.invoke(FinesseLoginValve.java:87)

at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:171)

at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:99)

at org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:953)

at org.apache.catalina.authenticator.SingleSignOn.invoke(SingleSignOn.java:314)

at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:118)

at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:408)

at org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1023)

at org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:589)

at org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:312)

at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)

at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)

at java.lang.Thread.run(Thread.java:724)

][product_name=Unknown product][subsystem_exception_info=][tid=http-bio-8445-exec-5][version_number=Unknown product_-1_-1_-1_-1_-1_-1_-1]: Information associated with the following logged exception

0000000104: 10.96.254.122: Feb 11 2017 11:20:57.026 +0700: %CCBU_http-bio-8445-exec-16-3-CONFIG_UTIL_INSTANCE_EXCEPTION: %[exception=java.lang.Exception][request_method=Agent - Getting columns for home]: An error has occurred when obtaining the config util instance

0000000105: 10.96.254.122: Feb 11 2017 11:20:57.027 +0700: %CCBU_http-bio-8445-exec-16-3-EXCEPTION_INFO: %[build_date=Jan 01, 1970 7:00 AM][build_type=rel][exception=java.lang.Exception

at com.cisco.ccbu.finesse.util.ConfigUtil.getLayoutJSON(ConfigUtil.java:342)