Team Center Data Sync Issue or Blank Page after Login - APM

Products

• CA Application Performance Management (APM / Wily / Introscope)

Issue/Introduction

Users encounter issues where the Team Center interface loads but displays no data or remains blank.

Observed Notifications:

• Error retrieving lazy upgrade status. Status code: undefined
• Error retrieving permissions. Status code: 503
• Error retrieving settings object(s) of the type tile-order. Status code: 503

Log Errors (IntroscopeWebView.log): [ERROR] [WebView] Unable to establish connection with remote resource at https://<EM_HOST>:8444/apm/appmap/private/metric/batch! java.net.SocketException: Connection reset OR javax.net.ssl.SSLHandshakeException: java.security.cert.CertificateException: No name matching found

Environment

• APM 10.8.x
• Environments utilizing a Load Balancer (LB) for WebView/EM traffic.

Cause

1. Certificate Validation: Starting with APM 10.7 HF#24, a valid CA-signed certificate is required for HTTPS; self-signed certificates from the installer are no longer supported by default.
2. Network/Routing: Load Balancer configuration may only allow specific ports (e.g., 443) while Team Center requires communication over the EM REST API port (default 8444).

 

Resolution

Procedure 1: Import Valid CA Certificates

1. Backup existing keystore files:
   • /config/internal/server/keystore
   • /jre/lib/security/cacerts
2. Import the CA-signed certificate into the Enterprise Manager keystore with the correct alias (jettyssl for WebView, caapm for EM).
3. Import the same certificate into the JRE cacerts truststore of the WebView server.
4. Update em-jetty-config.xml and webview-jetty-config.xml to reference the new alias.
5. Restart Enterprise Manager and WebView services.

Procedure 2: Load Balancer / Routing Workaround

If the connection persists in failing due to Load Balancer port restrictions on 8444:

1. Open the hosts file on the WebView/EM server.
2. Add an entry mapping the Enterprise Manager (EM) IP address to the Load Balancer DNS name.
3. Verify connectivity to Team Center. This allows internal REST calls to resolve correctly while maintaining the LB hostname for the certificate.

Additional Information

• For detailed certificate configuration steps, see TechDocs: Configure Enterprise Manager Communications.
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