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Deployment Web > DeploymentTroubleshooting > UpgradeTroubleshooting > CLMUpgradeTroubleshooting > StartTheApplications

Starting the applications

Authors: UpgradeTroubleshootingTeam
Build basis: CLM 4.x and later

Page contents

Troubleshooting
Common issues when starting the applications after an upgrade
Symptoms when trying to use the product
Recommended data gathering

Use this topic for common issues that arise after the upgrade steps are performed and when the applications are started for the first time.

Troubleshooting

Typically, when an application is started and fails, this information will be logged in the Tomcat or Websphere Application Server logs. An example is:

Tomcat, located in ../server/tomcat/logs folder of the installation directory

 catalina.log

Websphere, located in the application profile directory

 stdout.log, stderr.log

However, if the application starts and the users experience an issue in testing, the errors may be located in the application log files, such as:

 jazz.log, jts.log, ccm.log, qm.log, rm.log

Common issues when starting the applications after an upgrade

After the upgrade occurs, ensure that the following is completed:

Browser cache is cleared
Temporary directories and cache are deleted

The following sections identify some known issues which occur after the upgrade, with information on the cause and solution.

DBLock

Symptom:
The following error might occur related to DBLock:

 CRJAZ1770E The configured database lock id does not match the lock id in the database. This can happen if 2 applications or Jazz Team Servers are trying to access the same set of tables, or if the lock id was overwritten or lost in the teamserver.properties configuration file. Check the server configuration and the database connection spec and ensure they are correct.

Cause:
The application will set a database lock ID on the DB to ensure that only that application can access the database. This prevents two applications from writing to the same database, and possibly overwritting or corrupting the data. This error can occur after the upgrade because of the following reasons:

The teamserver.properties file merged incorrectly
The upgraded application is trying to set a new Lock ID

Resolution:
Before resetting the Lock ID, ensure that each of your teamserver.properties files for the applications point to seperate databases. Once this is confirmed, you can run

 repotools- <app> resetRepoLockID

Further information can be found on the Information Center topic for the command resetRepoLockID.

Hanging 'Loading' screen

Symptom:
When attempting to login to the CLM applications, the splash screen never fully loads and appears to be hung at the 'Loading' page.
Cause:
The Loading is often related to a mis-configuration in the teamserver.properties file, or within the application server.
Resolution:
The following technotes provide a resolution to this behaviour:

Completion of Setup hangs on Loading Screen
Configuring the Public URI in Rational Team Concert setup menu hangs with the Loading configuration settings message
Validate in your JVM arguments: ensure that any custom variables are correct and the paths are not missing or incorrect, specially JAZZ_HOME value must be updated to point to the new version. In addition, check your heap configuration is accurate. For more information see the Information Center topic on Setting up WebSphere.

Users unable to login

Symptom:
After the upgrade, users are unable to login. If a user is able to login, they may not obtain the correct repository permissions similar as prior to the upgrade.
Cause:
The authentication and authorization is controlled by the Application Server (Tomcat or WebSphere). There may be a configuration setting which is incorrect, or the LDAP configuration needs to be updated.
Resolution: Validate your LDAP configuration by referencing the following articles:

If you are using Tomcat, by default, the tomcat-users.xml file it set to read-only in later versions. Follow Technote 1474527: Tomcat-users.xml is file not updated after Upgrade

Symptoms when trying to use the product

After the final steps of the upgrade have been completed, such as the Online migration of RM and Redeploying the process templates, you may incur issues when trying to use the product functionality. For information on troubleshooting and debugging common issues which occur after the upgrade, navigate to Known issues which occur after the upgrade.

Recommended data gathering

If you are engaging IBM Support with regards to these issues, ensure that you run ISALITE to gather the system information and pertinent log files.
In addition, including screenshots and upgrade steps are helpful in quick problem determination and resolution.

External links:

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Additional contributors: StephanieBagot

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